Customer Disservice?

[BirdTravels]

I am sorry that most people who are posting did not read the article or did not comprehend what they read.

 

The passport was in an outer pocket of the suitcase for easy access. They were NOT inside the suitcase. What transpired at the port should not have happened. Furthermore, the mistakes made by NCL continued to worsen. Why did customer service give them incorrect information, causing them continued stress and lack of support.

Go back and read!!! Reading comprehension 101.

 

The article is sensationalized fake news. That's how the paper sells advertising. Bottom Line is that the couple could not produce proof of citizenship and were not allowed to board the ship. We should not expect anything less from NCL. The Cruise Line should not be encouraged to "look the other way and allow them onboard because they stated that they have passports".

 

The very first line of their eDoc ticket states "Please review these documents for accuracy. You should bring these documents along with your passport or proof of citizenship to the pier for check-in." Can't be any more clear than that.

[AnnieB925]

The update:

JANUARY 28, 2018

Norwegian Cruise Line on Sunday afternoon offered an elderly Brookline couple an apology, a full refund and a complimentary “dream” trip to a destination of the couple’s choice as a “makeup,” hours after a Globe column detailed how the couple had been marooned last monthby the cruise line in Los Angeles.

The offer came as hundreds of readers posted stinging criticism of the cruise line in comments to the online version of the column, with some vowing to never patronize the cruise line. Many characterized the well-established cruise line as lacking compassion and common sense.

“It is clear that in the case” of the Brookline couple “we did not deliver as we should have, and their needs were not handled appropriately,” the company said in an e-mail to the Globe.

“We will be providing” the couple “with a full refund for their cruise,” Norwegian continued. “In addition, as a gesture of our sincerest apologies, we would like to invite them to experience their dream vacation with a complimentary cruise” on the sailing of their choice.

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Bernie Wax, 87, and his wife, Dolly, 85, traveled to LA last month for a seven-day cruise down the Mexican coastline. It was a long-planned trip they hugely looked forward to as one last great adventure, a way to celebrate, in style, their 64 years together in the face of mounting health issues.

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Left at the dock and looking for a refund — and some compassion — from a cruise line

 

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But when they arrived at the terminal, their luggage was quickly taken from them for transport onto the ship, while they went off to join the crowd waiting in a line to register. The trouble was Bernie momentarily forgot that their passports were in their luggage.

When they reached the desk, a cruise line representative told the Waxes to wait while someone searched for their luggage, but the ship left without the couple three hours later, apparently because the luggage -- containing the passports --could not be found. At that point, a cruise line representative wordlessly handed Bernie a tersely-written form letter saying they should call an 800 number with any concerns or questions, and disappeared.

“We felt abandoned,” Wax told the Globe. “Norwegian was totally without sympathy. Here we were, an elderly couple, 3,000 miles away from home, no clothing, no medicines, no nothing. And they just walked away without a word.”

Bernie Wax said he blamed himself for a silly lapse, noting that Norwegian had explicitly told travelers to bring their passports. But he became increasingly angry when he tried calling for help, only to learn the customer service office would be closed for the next three days due to the Christmas holiday. The couple wound up bunking in with a granddaughter who lives in LA for a week waiting for the return of their luggage.

And after Norwegian for weeks refused to even acknowledge his firm but polite demand for a refund of the $2,300 spent for the cruise, Wax contacted the Globe’s Fine Print column for help.

Norwegian declined to respond to the Globe, but finally responded to Wax last week by refusing a refund, citing a clause in its terms and conditions that says guests are not entitled to a refund or credit when they are denied boarding for lack of proper documentation.

But by Sunday afternoon, the Miami-based company relented.

Bernie Wax said he had not heard directly from Norwegian by late Sunday afternoon, but that he was pleased with the turn of events, noting that he had received “lovely e-mails from supporters from all over.”

Wax said he now plans to book a cruise that leaves from Boston.

“We’re really looking forward to it,” he said.

[adam_s_allen]

Why does it matter if the documents were in or on the suitcase, they did not have them in hand and the suitcase was not with them. I agree everyone who now thinks they only need a license to cruise due to irresponsible reporting will be wanting a free cruise after they are told they cannot board. Don't complain next time your cruise is delayed because 5 parties don't have their documentation. But then everyone on the cruise will all want 25% off their next cruise for being delayed. Where does it all stop? If anyone watches Black Mirror on Netflix this whole thing has been like the prime minister and the pig. I emailed the reporter too so that hopefully, at a minimum, they will set the public straight on what documents are truly needed for cruising.

 

Yup sorry guests, our casinos and shops aren't open because we need to wait to locate someones luggage first. Also because of the delay our first port stop is cancelled. Oh and you have to pay taxes on all the drinks you consume until we leave :)

[clarkie02360]

I'm afraid you're a little late to the party... it's already been resolved positively and there are many posts regarding this incident.

 

 

 

Here's the most recent info: https://boards.cruisecritic.com/showthread.php?t=2591717&page=6

 

 

 

Thanks, very glad there’s a resolution!

 

 

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[All-ready2cruise]

Thanks, very glad there’s a resolution!

 

 

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You're welcome... I think there are many who are happy about the resolution. I do think though that we need to keep our elders in mind (I'm a senior too) when it comes to travel to ensure they are fit to make the trip without escort.

 

Cheers.

[AnnieB925]

Yup.

All this could have been avoided by NCLH.

 

Exactly!

Despite their late attempts to rectify the bad customer service, it remains just that.

[AnnieB925]

What should have happened then?

 

Adam, if I need to explain what should have happened it might be lost on you.

What do YOU think should have happened?

[KeithJenner]

I am sorry that most people who are posting did not read the article or did not comprehend what they read.

 

The passport was in an outer pocket of the suitcase for easy access. They were NOT inside the suitcase. What transpired at the port should not have happened. Furthermore, the mistakes made by NCL continued to worsen. Why did customer service give them incorrect information, causing them continued stress and lack of support.

Go back and read!!! Reading comprehension 101.

 

 

 

No, I don’t get what you are on about.

 

Yes, the passports were in a outer pocket of the suitcase, but that suitcase was handed over to the porter. If it couldn’t be located then it’s irrelevant whether they were inside, outside or stuck on with a bit of sticky tape.

 

I really don’t see what the relevance of them being in an outside pocket is to the situation. They didn’t have them when they reached check in.

 

What am I not comprehending?

[All-ready2cruise]

At this point... I hope I never get to be 85-87 years old and get a bit messed up when I'm excited about something I've looked forward to for a year.

 

Flame-away... no worries, maybe I'm too old to care. I hope it never happens to any of you.

 

Cheers

[smplybcause]

All cruise lines state that you need proper identification and any necessary medications in your carry on. This couple failed to follow instructions and now everyone has pitchforks against NCL for trying and failing to find one bag in a sea of thousands that are mostly handled by people not employed by NCL.

 

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[Two Wheels Only]

The elephant in the room....

 

 

 

 

 

...the couple might not live long enough to take their free cruise nor to spend their refund...:fever:

[adam_s_allen]

Adam, if I need to explain what should have happened it might be lost on you.

What do YOU think should have happened?

 

I think exactly what happened should have happened, nothing is lost on me. NCL makes sure the passenger has proper identification so that they can actually get back into the country when they return. Can you imagine the outrage if they let people board the ship and then couldn't clear through the border when they returned?

[mjkacmom]

Why does it matter if the documents were in or on the suitcase, they did not have them in hand and the suitcase was not with them. I agree everyone who now thinks they only need a license to cruise due to irresponsible reporting will be wanting a free cruise after they are told they cannot board. Don't complain next time your cruise is delayed because 5 parties don't have their documentation. But then everyone on the cruise will all want 25% off their next cruise for being delayed. Where does it all stop? If anyone watches Black Mirror on Netflix this whole thing has been like the prime minister and the pig. I emailed the reporter too so that hopefully, at a minimum, they will set the public straight on what documents are truly needed for cruising.

Loved that episode!

[mjkacmom]

In regards to the update - I am so happy for them. Irregardless of company policy, sometimes a company takes a look at a situation and offers a good will gesture. In this case very generous along with an apology for the way things were handled. Well done I think. I hope they enjoy and keep their passports and meds on them this time :-)

 

https://www.urbandictionary.com/define.php?term=Irregardless

[richstowe]

Good for the golden oldies . I'm sure the amount the rest of us pay to compensate them and future sob stories will barely be felt .

And yet I believe that if you're old or young enough to travel on your own then you should be responsible for yourself . Age should not be a consideration. Even for adorable oldies .

BTW, that's my moral argument . My business argument is that NCL should have paid up earlier and avoided the bad publicity unless they believe all publicity is good publicity.

Edited January 29, 2018 by richstowe

[Ask4Jay]

I wish we wouldn’t all jump to conclusions without knowing the facts. We just read a newspaper article, albeit a very sympathetic one.

Do we know whether the DG just dumped them? If so, did she have a good reason? How long did the Waxes sit there before nudging NCL?

And let’s be careful with the ageism. They may be sharp as a whip, not fuddy duddies. Old folks make misteaks (see?) just as young folks do. DW and I are just 2 years younger, and you’re not keeping us at home. J

[adam_s_allen]

Good for the golden oldies . I'm sure the amount the rest of us pay to compensate them and future sob stories will barely be felt .

And yet I believe that if you're old or young enough to travel on your own then you should be responsible for yourself . Age should not be a consideration. Even for adorable oldies .

BTW, that's my moral argument . My business argument is that NCL should have paid up earlier and avoided the bad publicity unless they believe all publicity is good publicity.

 

NCL is in a no win situation here. Can't allow them to board without proper identification. Delaying leaving probably costs 10s of thousands of dollars in lost casino/shop revenue. Refund them and then set a precedent that if you show up without proper identification no worries..

[zqvol]

This from today’s Boston Globe, an awful situation that needs immediate attention. If this isn’t made right my family and I will never book with NCL again.

https://www.bostonglobe.com/business/2018/01/27/left-dock-and-looking-for-refund-and-some-compassion-from-cruise-line/mszHE2cq2Po5k9ZY9EnPvL/story.html?et_rid=1841313658&s_campaign=todaysheadlines:newsletter

 

 

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The way I read the article NCL did noting wrong. The luggage was taken by longshoremen employed by the port of Miami. OP knew they needed their passports but still let them take them away. NCL tried to find the passengers bags, but could not in the time prior to sailing. Things happen, but in this case NCL did all that it could and then some.

 

 

Much to do about nothing.

[StolidCruiser]

“We will be providing” the couple “with a full refund for their cruise,” Norwegian continued. “In addition, as a gesture of our sincerest apologies, we would like to invite them to experience their dream vacation with a complimentary cruise” on the sailing of their choice.

I know what I'm doing for my next NCL cruise.....

1. Book a cruise
   
2. Leave my documents in my suitecase
   
3. Sit in the terminal while the ship leaves
   
4. Post on social media
   
5. When NCL caves in, get a refund for my cruise and get a free Haven DOS or Garden Villa on a transatlantic.
   

...or get a free transatlantic on Regent Seven Seas Explorer in the Regent Suite.

 

I’m organizing oodles of similar outings with dozens of Golden Oldies from the retirement home to do the very same thing.

 

With this precedent, they will have to be given a full refund and a free cruise lest they be villified in the media for no other reason but enforcing policies in place for good reason.

 

If I forget my documents, I’m out of luck. If Grandma forgets hers, she gets a free pass. Yeah, that’s logical.

[xriva]

I am sorry that most people who are posting did not read the article or did not comprehend what they read.

 

The passport was in an outer pocket of the suitcase for easy access. They were NOT inside the suitcase. What transpired at the port should not have happened. Furthermore, the mistakes made by NCL continued to worsen. Why did customer service give them incorrect information, causing them continued stress and lack of support.

Go back and read!!! Reading comprehension 101.

 

 

 

Exactly. So anyone with a functioning brain would have taken it out before handing the suitcase over to a porter. If the porter grabbed it, said, “Excuse me!” and taken it out.

 

If they were “easily accessible” but not accessed, how is that anyone’s fault but the owner of the suitcase?

 

Stop reaching for reasons to blame big bad companies just because some people don’t think clearly.

 

 

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[don't-use-real-name]

A solution to this would be to have everyone check-in with luggage like the airlines do

You must show a ticket electronic e-ticket paper document and other ID to check your

luggage.

After checking the documents (Passport) the luggage is tagged with the cabin number

and sent on a conveyor to the black hole of luggage accumulation somehow being

boarded on the ship and delivered to your cabin door.

An On Board Key Card is issued as your boarding pass and key to your cabin.

 

PRO:

The beauty of this all your documents (Passport) have to be in order to check in and

get your key card and permit the checking of luggage to get on the ship.

 

No tickee - no documentee - no further access allowed AND the luggage stays with

you so you have something wear all the way home dejected as you may be !

 

XXXXX

 

CON:

The system is functioning perfectly almost 99.99 % of the time and needs no further

expensive machinery i.e. baggage conveyor belts which would only serve as excess

clutter when there are no ships to check-in.

Some Piers may not be able to accommodate this arrangement and it would not be

uniform through out a cruise company system resulting in confusion.

 

I doubt that this would speed the boarding process faster than it is now.

 

Simply - DO NOT FORGET YOUR DOCUMENTS ***PASSPORT*** !

They have to be with you - your luggage can't check you in at least at this stage

maybe in the Amazon Alexa future.

 

 

This has to be one of the fastest threads postings here at NCL CC - gone viral ?

[Judie]

The couple ADMITTED they shouldn’t have put their passports in their suitcases. They were not dragged off the ship, so someone else could have their cabin. They had not met the published, known, well-documented, government-enforced criteria for boarding a ship. That is a huge difference with this and United.

 

This won’t cost Norwegian future business for long. People who want to cruise will cruise.

 

Carnival had a number of incidents a few years ago that affected thousands of people, not just one elderly couple, and their numbers didn’t suffer in the long run.

 

This was a “reporter” with nothing else to write about who does very poor research, and decided to claim the company was at fault to gain sympathy for a couple who made a bad mistake.

 

 

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[Judie]

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Agree with these comments above

 

 

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[Two Wheels Only]

A solution to this would be to have everyone check-in with luggage like the airlines do

You must show a ticket electronic e-ticket paper document and other ID to check your

luggage.

After grandpa breaks his hip while trying to bring his suitcase to the counter' date=' I GUARANTEE that someone will say [i']"...they should have people outside who take your suitcase for you..."[/i].

[adam_s_allen]

Also unlike airlines with a capacity of a few hundred, these cruise ships are disembarking 3-4000 passengers and loading the same amount in a short amount of time... It is organised chaos happening...