Stolen passport - could Princess have done more to help?

Last night I watched this show on our local French language CBC; about a couple on Royal Princess who had a harrowing experience after the wife had her passport stolen in Kotor. This was a consumer advocacy show, therefore the story was, admittedly, heavily biased in favor of the customers. In the end it serves at the very least as a reminder to 1) watch out for your stuff wherever you travel 2) The princess ship must leave on time so they won't take any action that may cause delays and 3) read your travel insurance policy VERY CAREFULLY

Some highlights:

- Couple was mid-50's, seemingly well-travelled.

- They were on Royal Princess departing out of Athens (no mention of date or length of cruise)

- The wife had her passport stolen as they ascended a trail to some fort in Kotor. She said she usually keeps her valuables in a waist belt, but this time she carried everything in a small backpack. Her wallet and passport were lifted from the bottom of her backpack.

- Back on board the ship, the couple informed customer service immediately. They were told to go ahore and fill out a police report and then they would be forced to DISEMBARK since Princess would not allow them to sail without a passport.

- The couple asked if Princess would at least help them contact the nearest Canadian Embassy, but were refused. Princess referred them to the port agent for any further assistance, and continued to insist that the couple go to their room, pack their things and get off the ship. The reason given: "It's the law. You are no longer compliant with the law. So you must get off"

- Princess actually told the husband that he could stay on the ship if he wished since he still had his passport (I guess if he wanted to get divorced he could have stayed on the ship...)

- The couple is eventually removed from the ship in Kotor. There was actually another passenger removed as well for the same reason, a lone American lady.

- The TV show reached out to Princess but the company denied an on-camera interview. Eventually, after investigating the matter Princess did send an email to the TV show, stating 1) Confirmation of the law requiring passengers to have passports 2) That they did connect the couple with the port agent and 3) They understand that the couple managed to get back on the ship in Rhodes 3 days later - and that Princess would offer a refund of 2 cruise days per person

- The couple mentions on the show that the port agent was some 20 year-old kid who knew nothing about contacting embassies. After spending the night in a hotel in Kotor, the couple took a bus to Pogderica and had to go to the British Embassy since there was no Canadian one. To their credit, the British Embassy was able to help. The couple managed to get an emergency passport sent (incredibly quickly IMO), then fly to Athens and then on to Rhodes to meet back with the ship 3 days after getting off in Kotor. Total costs incurred = CDN $3,000.

- The show did interview a maritime lawyer who said that this is not a specific maritime law. However, cruise ship cannot carry passengers without proper documentation that would bar them from entering the port at final destinaiton.

- The couple called their TA and asked them to request a refund from Princess, to which Princess replied they had already agreed to a refund of 2 cruise days per person and that would be it.

- The couple also had TWO travel insurance policies. One from the credit card and another through a group plan on their car insurance. NEITHER of them paid out any money because the policies DID NOT COVER STOLEN PASSPORTS!! The travel agent had offered them coverage that would have covered this incident but they did not take it since they thought they were covered already (READ YOUR TRAVEL INSURANCE POLICIES)

- After the TV show pressed on a bit, Princess agreed to refund a 3rd cruise day per person. But the couple is still out the $3,000 in travel and passport replacement costs.

- And finally... the couple mentioned that the only crew member who showed them any sympathy was their cabin stewart, who welcomed them back on the ship with a water bottle they she had purchased herself.

Could Princess have done more to help? Hard to see how IMO. The ship has to leave on time. I guess that's why they connect passengers with port agents. Once again, a reminder to ALWAYS safely carry your valuables.

Why was she carrying her passport?? Is it a requirement in that country?

Not Princess fault that he person lost their passport. If the person had tried to return to Canada they would have been told the same thing. No pssport no leaving the country. Princess did what they nirmally do and referred them to the port agent. The ship has to consider all its passengers and leave as close to the schedule as possible.

Why was she carrying her passport?? Is it a requirement in that country?

I have seen the blurb on a Princess excursion something to the effect," You may need your passport upon leaving/returning to the ship" Not knowing all the fine details regarding this excursion I'm only speculating here why she may of had it on her person. We've taken ours only when we read about it prior to leaving on an excursion and I carry our passports on my person, never in a backpack of any kind, too easy to steal.

what we always carry is our photo id and a copy of our passport. I also have info on how to contact the US Passport Agency just in case... always leave the original passport in cabin or hotel room safe when we do not need it. This story just shows not smart to carry passport if not necessary. Sorry for folks troubles.

Well, of course Princess could have done more, like covering the expenses, but that would only set a precedent for doing it no matter what the circumstances when you miss the ship, and it would have been a purely PR action. So, while they could have done more, I don't feel they should have done more.

Imho Princess could have at least assisted them in contacting their embassy or arranged transport for them. That would have been good customer service. But it's definitely not Princess' fault that their passport was stolen on an excursion, so them offering the 3 missed days is already more than these travellers are even remotely entitled to.

Why was she carrying her passport?? Is it a requirement in that country?

No. We were in Kotor last May on the Royal Princess and did not take our passports ashore.

Imho Princess could have at least assisted them in contacting their embassy or arranged transport for them. That would have been good customer service. But it's definitely not Princess' fault that their passport was stolen on an excursion, so them offering the 3 missed days is already more than these travellers are even remotely entitled to.

That is the ship's agent's job, and it's not like this supposedly 20 year old was working on his own. He works for a shipping agency company, and if he had no idea how to do something, he could have asked a colleague. The ship does not have the contact information for the embassies and consulates in every country visited, that's why they hire an agent.

I am not sure what additional they want. It appears that except for the costs for travel, hotels, meals, etc everything was taken care of. Princess had offered insurance that would have covered this problem and thy declined it.

We keep a copy of our passport on our phone and it never leaves the ship unless absolutely necessary

What would you expect Princess to do? They hire a "ship's agent," which is a company specifically to deal with any passenger issues that might occur while on land. Princess followed the law and chose to not incur costs for a late departure. It sounds like this individual chose to carry her passport in a location where it was not required to be on her person, did not carry it safely, and had the worst happen. Travel insurance would have covered the expenses incurred.

OK, change the situation--had someone been seriously injured, I would anticipate that as a courtesy Princes would confirm that they were installed in a hospital. But here...Princess made sure they were connected to the ship's agent. They met their responsibilities. And they went the extra step by refunding part of the cruise fare.

what we always carry is our photo id and a copy of our passport. I also have info on how to contact the US Passport Agency just in case... always leave the original passport in cabin or hotel room safe when we do not need it. This story just shows not smart to carry passport if not necessary. Sorry for folks troubles.

Yes a photo copy of the passport and an original of a government issued photo ID, for instance with us in the UK our driving licences. That's the best way except say China or any other country that needs to see a visa within the passport.

I always take the Patter with me as it lists the port agent, embassy contact info, and all the contacts you would need in cases like this.

Yes a photo copy of the passport and an original of a government issued photo ID, for instance with us in the UK our driving licences. That's the best way except say China or any other country that needs to see a visa within the passport.

Exactly--there are a few places that require the passport, but most do not.

I would only expect Princess to provide information/advice - the rest would be up to me. Two years ago on a Baltic cruise a lady had her passport stolen in St Petersburg and wasn't allowed to reboard the ship by Russian immigration. Her husband had to pass her meds through a fence! He couldn't join her because his group visa didn't cover him for independently entering Russia. Fortunately the tour company helped her find a bed for the night (hotels wouldn't accept her because she didn't have a passport). The following day she was rejoined by her husband (second day of the tour) and they were escorted to the US consulate where new documents were obtained. What a nightmare!

Thanks for posting this. We usually take our passports ashore with us, but now we know why we shouldn't.

Suppose the passenger had come back on board and not reported her passport missing (having read this, I think I might have) or maybe not discovered it missing until after the ship departed Kotor. Then she completed the cruise, not getting off in any ports that require a passport, and was stopped at immigration after debarkation and at that point "discovered" she lost her passport.

What would have happened? 1) To her? 2) Would Princess have been penalized?

Suppose the passenger had come back on board and not reported her passport missing (having read this, I think I might have) or maybe not discovered it missing until after the ship departed Kotor. Then she completed the cruise, not getting off in any ports that require a passport, and was stopped at immigration after debarkation and at that point "discovered" she lost her passport.

 

What would have happened? 1) To her? 2) Would Princess have been penalized?

Since Montenegro is not in the Schengen Zone, when the ship entered the next port, probably in the Schengen Zone, immigrations would probably have wanted to see the passports, and at that time they would have been required to leave the vessel. Depending on the immigrations officials, and how well they understood the story, etc., the cruise line may have been fined, or may not.

When are people going to accept responsibility for their actions and issues. What could Princess have done to prevent this situation? Absolutely nothing. What could this passenger done to avoid this issue? Keep tabs on your valuables in front of you or use a lock on your backpack. It was all on the passenger nothing any cruise line can do.

Since Montenegro is not in the Schengen Zone, when the ship entered the next port, probably in the Schengen Zone, immigrations would probably have wanted to see the passports, and at that time they would have been required to leave the vessel. Depending on the immigrations officials, and how well they understood the story, etc., the cruise line may have been fined, or may not.

Not an expert here, but if they were forced off in this case, would they may have been restricted in movement and not been able to go to a consulate? Instead they may have had to do everything by phone. Better they did in Kotor.

Maybe a lesson hear is to make sure you know how to get an emergency replacement where ever you travel. I have not done this, but may now.

A replacement passport is relatively easy. You visit the nearest consulate or embassy. It works better if you can call first and set up an appointment as that will get you thru security more efficiently.

While you can accomplish this if ALL your ID is stolen, the more you can provide, the easier and better it will be. A photocopy of your passport, either on paper or stored in your phone will facilitate things. Sounds dumb, but get a digital copy, e-mail it to yourself, and store it under a file like "Stuff to save" or "2018 trip." It will be there if you ever need to pull it up.

While you can accomplish this if ALL your ID is stolen' date=' the more you can provide, the easier and better it will be. A photocopy of your passport, either on paper or stored in your phone will facilitate things. Sounds dumb, but get a digital copy, e-mail it to yourself, and store it under a file like "Stuff to save" or "2018 trip." It will be there if you ever need to pull it up.[/quote']

 

We always take a photo of documents with our phone but emailing it is a great idea just in case you lose your phone as you would still have access to it.

 

Thank you.

For those commenting about Princess insurance covering such an issue, I would not be so sure. Loss of travel documentation is not listed as one of the covered causes for trip interruption or cancellation. It doesn't seem to be listed in the insurance plan at all.

I suspect that the only value of Princess insurance in such a case is the Carefree Travel assistance feature that will help you find the nearest consulate or embassy and provide assistance with lost travel documents (what ever that means).

We were on the Royal in 2016, Athens to Rome, and made a stop in Kotor. We did not need our passports to get off/back on the ship. Just our sign and sail card. I've been to Europe 7 times since 2013, and all but one trip on cruise ships and only had to show my passport at the airports and when embarking the ship.