Customer Disservice?

[Shidah]

Well-meaning but clueless granddaughter owes her grandparents a cruise. If they were my 87-year-old grandparents, I would have accompanied them to the terminal and waited to ensure they boarded with no problems.

 

Agree. Instead they dropped grandma and grandpa off at the curb and sped off. Why wouldn't they put passports in a purse? So many questions.

[dd likes to cruise]

I feel for this couple. Sure, they made a mistake, and they admit it. But to be stuck all the way across the country with no luggage, no meds, no passports... Have some empathy, people! I defend NCL all the time, but I agree this could have been handled better.

 

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I sure feel sorry too, But I wonder if sometime in the 3 hours they waited if they ever went back up and spoke with anyone? I know that is what most of us would have done. Maybe asked for a supervisor or something. We all know it is easy when busy for the ball to be dropped. We would be making sure that did not happen. Made sure they were really looking. I know my parents would probably just sit and wait, and worry, but that is why we don't let them travel alone anymore.

[cml4958]

I feel for this couple. Sure, they made a mistake, and they admit it. But to be stuck all the way across the country with no luggage, no meds, no passports... Have some empathy, people! I defend NCL all the time, but I agree this could have been handled better.

 

 

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Never pack passports, meds, etc in checked luggage

[cml4958]

btw, the comments on the article are awesome! ;)

[phoenix1181]

I feel for the couple but this is not NCL's fault. It's obvious they should not have been traveling alone and, unfortunately, their granddaughter is too inexperienced to know that identification, medication, cash & credit cards never go into a suitcase! It must be carried on your person...............always!

[shof515]

Well-meaning but clueless granddaughter owes her grandparents a cruise. If they were my 87-year-old grandparents, I would have accompanied them to the terminal and waited to ensure they boarded with no problems.

Agree. Instead they dropped grandma and grandpa off at the curb and sped off. Why wouldn't they put

 

passports in a purse? So many questions.

 

depending on the terminal, they have security at the entrance to make sure everyone has a boarding pass. after that, you go thru the security screening process and then the checkin desk.

 

 

i dont think security will allow a guest to be with someone without a valid boarding pass.

 

 

I know at the NYC terminal, they have someone checking the boarding pass and then they direct you to the security screening line.

[pete_coach]

Maybe it didn’t turn up in time?

It said in the story that the luggage went on the ship and they did not get it back until the ship docked 6 January so yes, NCL has some culpability in this.

As for the dock workers no t being NCL employees, that is a rd herring...whether they bget paid by NCL or someone else, they are still working for NCL when loading an NCL ship.

For the people chastising the grand daughter, that is a low blow. No where in the story does it speak of what they did for the grandparents but, the story did say the request for the passport came at the check in counter, not the curb.No one knows how far the grand daughter went of if they could even stay at curbside or escort the grand parents in.

Edited January 28, 2018 by pete_coach

[mjkacmom]

It said in the story that the luggage went on the ship and they did not get it back until the ship docked 6 January so yes, NCL has some culpability in this.

They couldn’t get the luggage back until the ship returned.

[Airrace]

https://www.bostonglobe.com/business/2018/01/27/left-dock-and-looking-for-refund-and-some-compassion-from-cruise-line/mszHE2cq2Po5k9ZY9EnPvL/story.html?s_campaign=breakingnews:newsletter

 

 

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This is one of the saddest stories I have every heard. I can only hope that one of the executives at the cruise line reads this. Why didn’t they ask for their drivers license?

 

 

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[BirdTravels]

This is one of the saddest stories I have every heard. I can only hope that one of the executives at the cruise line reads this. Why didn’t they ask for their drivers license?

Because, contrary to the fake new in the article, driver licenses are NOT proof of citizenship required by the United State Immigrations and Customs. Nothing to do with the cruise line.

[RebelAthena]

While reasonable minds differ as to fault, the cost of bad press for NCL is likely higher than a private offer for future cruise credit. The population is aging, and Boomers have a long memory.

 

 

(Thought inspired by one of the comments on the original article)

[BirdTravels]

I feel for the couple but this is not NCL's fault. It's obvious they should not have been traveling alone and, unfortunately, their granddaughter is too inexperienced to know that identification, medication, cash & credit cards never go into a suitcase! It must be carried on your person...............always!

The very first words on the their cruise documents that the clueless granddaughter should have read is

 

"Your best vacation ever starts here. Please review this document for accuracy. You should bring these documents along with your passport or proof of citizenship to the pier for checkin."

 

Clueless granddaughter should understand that having a passport or proof of citizenship for checkin does NOT mean in their luggage.

[craftygrandma]

This is why I make sure my parents carry their passports in a holder around their neck. This would be a great present for any older travelers.

[Airrace]

Because, contrary to the fake new in the article, driver licenses are NOT proof of citizenship required by the United State Immigrations and Customs. Nothing to do with the cruise line.

 

 

 

But it is my understating that sailing on a closed loop cruise(meaning they leave and return in the same port a passport is not required by the local agencies. The ship may have required it but come on do they look like terorists.

 

 

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[ray98]

From the comments it is just another example that a good portion of people are unable to accept screw ups have consequences. It may be inconvenient but there isn't always a magic wand in life to fix things.

 

Saying NCL should've done something is easy, finding 2 bags in a hold containing thousands when there is only a couple hours to the ship sails isn't.

 

It is unfortunate and I certainly empathize with them but that doesn't mean the blame is assigned elsewhere.

[Victress2007]

I have a LOT of sympathy for these people, because I did the same thing! Luckily we checked for our passports about 2 minutes after we dropped off the luggage. As soon as we realized we didn't have the passports we went right back to the luggage people and they found the bag, it took about 15 minutes. (I had been planning on carrying that bag and at the last minute decided to give it to the baggage handlers.)

 

I will always make sure I have them in my carry on before leaving my hotel from now on. Then I will make sure they are in my hand before turning over my luggage!

 

Vic

[Airrace]

Just another example of a good portion of people being unable to accept screw ups have consequences. It may be inconvenient but there isn't always a magic wand in life.

 

Saying NCL should've done something is easy, finding 2 bags in a hold containing thousands when there is only a couple hours to the ship sails isn't.

 

It is unfortunate and I certainly empathize with them but that doesn't mean the blame is assigned elsewhere.

 

 

 

I am not really blaming anybody but who in their right mind would leave a couple like that un attended. Even if they couldn’t find their luggage someone should of stayed with them.

 

 

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[ray98]

But it is my understating that sailing on a closed loop cruise(meaning they leave and return in the same port a passport is not required by the local agencies. The ship may have required it but come on do they look like terorists.

 

 

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Then they needed a certified birth certificate. In any case, a DL does nothing.

[Buford T Justiice]

Surprised no one has brought up travel insurance.

[ray98]

I am not really blaming anybody but who in their right mind would leave a couple like that un attended. Even if they couldn’t find their luggage someone should of stayed with them.

 

 

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Why? There is no harm in leaving an adult sitting in a waiting area, after all they were cognizant enough to travel on their own so they certainly didn't need a care taker. Also, they had family local.

Edited January 28, 2018 by ray98

[mjkacmom]

But it is my understating that sailing on a closed loop cruise(meaning they leave and return in the same port a passport is not required by the local agencies. The ship may have required it but come on do they look like terorists.

 

 

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It is illegal for someone to board a cruise ship without proof of citizenship, even if they don’t look like a terrorist. Fortunately, security isnt based on looks...

[mjkacmom]

Surprised no one has brought up travel insurance.

It wouldn’t have helped, it does not cover the inability to board due to not having proper travel documents.

[phoenix1181]

This is why I make sure my parents carry their passports in a holder around their neck. This would be a great present for any older travelers.

 

I started using one of these http://www.witzsportcases.com/id-badge-holders/passport-locker.html long before I became a senior.

 

But it is my understating that sailing on a closed loop cruise(meaning they leave and return in the same port a passport is not required by the local agencies. The ship may have required it but come on do they look like terorists.

 

They don't look like terrorists to me either but that has NOTHING to do with this. They were unable to produce the documentation required. Their fault, not NCL'S.

 

If NCL chooses to offer them a refund or a future cruise credit, it better come with a non disclosure agreement or they'll have their hands full trying to explain why they're not doing the same for all the other people denied boarding for the same reason.

[ray98]

Who knows how much of that article is legit anyway. They couldn't even get the basic facts right on what documentation is required. If you can't get a key part of the story right I have to question the rest of the heart tugging fluff.

[newmexicoNita]

How very sad for this couple. Passport information is on the reservation and given this older couple had the passports in their luggage at the very least they should have been able to board. The article states that they did not need them to leave American ports. Sure they should have had it with their cruise papers and other IDs but gee whiz. If cruise ships can manage to allow wedding parties on and then disembark them before the cruise ships leave port surely someone could have assisted them.

 

this is nothing like wedding guests coming for the ceremony and reception then leaving prior to departure. The laws are just that laws and no NCL could not have done anything about this. in order to board the ship you must have your passports or birth certificates with you. In order to board the ship to attend a wedding, you have to be on a list, that has been checked and have ID with you.