Prohibited items

[davekathy]

Just now, Fouremco said:

No doubt, as it doesn't affect you. 😇   I'm pretty sure that the OP's wife would disagree.

And my wife.🤬 I don't want to be on that cruise! 😂

[neverlaysup]

5 minutes ago, davekathy said:

Yep, sounds like a crew of security that doesn't know Celebrity's published policy of what is acceptable and what isn't. That's why there are documents/policies and procedures that should be referenced and followed when in doubt. Not someone's interpretation. 

Unfortunately, the person responsible for making this decision was shown the current policy and said it was wrong! Not much she can do on board at this point. I have been having a fun conversation with Celebrity Cruises on the phone and they refuse to say if the policy has changed or not. Giant stonewall from customer service and since I am not on the reservation, they refuse to talk with me. What she did say is "the prohibited item policy is flexible and if a security officer believes it could cause the ship harm, it can and will be confiscated, regardless of current policy".

[LGW59]

9 minutes ago, Fouremco said:

No doubt, as it doesn't affect you. 😇   I'm pretty sure that the OP's wife would disagree.

I have naturally curly hair (well what is left of it), so I am good to go.  Much ado about nothing.

Edited September 25, 2021 by LGW59

[peanut head]

5 minutes ago, neverlaysup said:

Unfortunately, the person responsible for making this decision was shown the current policy and said it was wrong! Not much she can do on board at this point. I have been having a fun conversation with Celebrity Cruises on the phone and they refuse to say if the policy has changed or not. Giant stonewall from customer service and since I am not on the reservation, they refuse to talk with me. What she did say is "the prohibited item policy is flexible and if a security officer believes it could cause the ship harm, it can and will be confiscated, regardless of current policy".

Hmm, Celebrity may have a point.  Wasn't Miss Scarlet killed in the library with a curling iron?😁

[davekathy]

1 minute ago, neverlaysup said:

Unfortunately, the person responsible for making this decision was shown the current policy and said it was wrong! Not much she can do on board at this point. I have been having a fun conversation with Celebrity Cruises on the phone and they refuse to say if the policy has changed or not. Giant stonewall from customer service and since I am not on the reservation, they refuse to talk with me. What she did say is "the prohibited item policy is flexible and if a security officer believes it could cause the ship harm, it can and will be confiscated, regardless of current policy".

Not to belabor this but did you call the Captains Club (1-800-760-0654)? Again, this is no way for your wife and mother to start out their cruise. I don't even want to think what would happen if security took my wifes curing Iron (she doesn't need or use a flat iron). I'm assuming the CBP wouldn't be an option in the ships jail. 😂

[Fouremco]

9 minutes ago, neverlaysup said:

Unfortunately, the person responsible for making this decision was shown the current policy and said it was wrong! Not much she can do on board at this point. I have been having a fun conversation with Celebrity Cruises on the phone and they refuse to say if the policy has changed or not. Giant stonewall from customer service and since I am not on the reservation, they refuse to talk with me. What she did say is "the prohibited item policy is flexible and if a security officer believes it could cause the ship harm, it can and will be confiscated, regardless of current policy".

Well, with logic like that, I guess you are never going to win this battle. I just hope that the head of security doesn't watch a movie where someone is strangled with a belt and decides to remove them from all of the passengers on his ship.

[LGW59]

5 minutes ago, davekathy said:

Not to belabor this but did you call the Captains Club (1-800-760-0654)? Again, this is no way for your wife and mother to start out their cruise. I don't even want to think what would happen if security took my wifes curing Iron (she doesn't need or use a flat iron). I'm assuming the CBP wouldn't be an option in the ships jail. 😂

Well, selfishly I have learned a lesson here.  My husband and I now have to totally rethink what we pack in our suitcases prior to a Celebrity cruise.  Dang you Celebrity!!  😋

[neverlaysup]

12 minutes ago, davekathy said:

Not to belabor this but did you call the Captains Club (1-800-760-0654)? Again, this is no way for your wife and mother to start out their cruise. I don't even want to think what would happen if security took my wifes curing Iron (she doesn't need or use a flat iron). I'm assuming the CBP wouldn't be an option in the ships jail. 😂

I did but since I am not on the reservation, they refused to speak with me.

[neverlaysup]

5 minutes ago, LGW59 said:

Well, selfishly I have learned a lesson here.  My husband and I now have to totally rethink what we pack in our suitcases prior to a Celebrity cruise.  Dang you Celebrity!!  😋

My wife actually wants to cancel the six cruises we have on Celebrity over the next year because of this. If I was on the boat, this would have been resolved by now. Either she would have gotten the appliance back or we were going to be escorted off the ship in Ketchikan!! Unfortunately, she suffers from PTSD and Anxiety and is scared to have a second conversation with them.

[davekathy]

10 minutes ago, neverlaysup said:

I did but since I am not on the reservation, they refused to speak with me.

Again, I appreciate you sharing your wifes unfortunate experience(s). IMO, what she is currently experiencing "is not much ado about nothing". If Celebrity is publishing their policy for our guidance and their employees guidance then it needs be understood and followed by all. 

Edited September 25, 2021 by davekathy

[Covepointcruiser]

So sorry to hear about this most unfortunate experience.   You should definitely cancel your six future Celebrity cruises.   Your wife with her PTSD and anxiety problems will not be able to handle the future cruises after this devastating experience.

[davekathy]

17 minutes ago, neverlaysup said:

My wife actually wants to cancel the six cruises we have on Celebrity over the next year because of this. If I was on the boat, this would have been resolved by now. Either she would have gotten the appliance back or we were going to be escorted off the ship in Ketchikan!! Unfortunately, she suffers from PTSD and Anxiety and is scared to have a second conversation with them.

I know what you mean. I hope your wife and her mother can find a place on the Post Cruise Survey to voice their dissatisfaction with this cruise based on this experience alone.  I hope they do make the best of this unfortunate experience. We also would be thinking twice about cruising with Celebrity again. 

[Fouremco]

I appreciate the fact that it's not possible to have every potentially dangerous item incorporated in a single, definitive list. Consequently, I have no problem with the head of security being authorized to use his judgement in determining the extent to which an unlisted item might pose a threat. That said, when items are specifically whitelisted as NOT being prohibited, there should definitely be a review of the decision to disregard the standing approval for these items.  

 

Having received no satisfaction when dealing with front line staff, this is a case where I believe that elevating the case to the office of LLP is warranted. I had an equally frustrating situation a few years ago, when Michael Bailey was CEO. As a last attempt to resolve the situation, I send an email to his office and the issue was resolved to my complete satisfaction. 

[mayleeman]

How old were these items?

 

I agree it seems like an arbitrary decision is inconveniencing your wife, but I agree with the notion that she certainly has a choice not to let it destroy her current and future plans.

 

Life has setbacks. We can choose how to deal with them. Keeping perspective is pretty important.

[neverlaysup]

8 minutes ago, mayleeman said:

How old were these items?

 

I agree it seems like an arbitrary decision is inconveniencing your wife, but I agree with the notion that she certainly has a choice not to let it destroy her current and future plans.

 

Life has setbacks. We can choose how to deal with them. Keeping perspective is pretty important.

Brand new, purchase for last cruise 2 weeks ago.

 

[gold1953]

 I certainly would not want to cruise without my flat iron. It is my only hair styling tool and masquerades as my clothing iron. Just wash off hair products and it is a slick tool for pressing sleeves and pant legs.

 

 I have been to the naughty room like many of you, but not for this. 

[durangokid]

I would be curious if she could ask some other women if they had any of their hair appliances confiscated?  Conversely, I would be asking if their on board beauty salon is allowed to use flat irons/hair straighteners/curling irons and if so complimentary hair styling since they did not allow hers.   I would be furious although I probably could get by with just letting my hair dry naturally.  I hope she and your mom have a marvelous rest of the cruise!  (And I would be sending a letter to the CEO and my travel agent asking about this "policy" that is not a company wide policy.  I can see if it had a frayed or cut cord but since you said they were purchased recently that would not be the case.  AND they should NOT be going through luggage without the owner of said luggage present!)

Edited September 25, 2021 by durangokid
typo

[LGW59]

4 minutes ago, durangokid said:

I would be curious if she could ask some other women if they had any of their hair appliances confiscated?  Conversely, I would be asking if their on board beauty salon is allowed to use flat irons/hair straighteners/curling irons and if so complimentary hair styling since they did not allow hers.   I would be furious although I probably could get by with just letting my hair dry naturally.  I hope she and your mom have a marvelous rest of the cruise!  (And I would be sending a letter to the CEO and my travel agent asking about this "policy" that is not a company wide policy.  I can see if it had a frayed or cut cord but since you said they were purchased recently that would not be the case.  AND they should NOT be going through luggage without the owner of said luggage present!)

Airlines do it, I’m guessing the Celebrity T&c’s cover it.

[neverlaysup]

14 minutes ago, durangokid said:

I would be curious if she could ask some other women if they had any of their hair appliances confiscated?  Conversely, I would be asking if their on board beauty salon is allowed to use flat irons/hair straighteners/curling irons and if so complimentary hair styling since they did not allow hers.   I would be furious although I probably could get by with just letting my hair dry naturally.  I hope she and your mom have a marvelous rest of the cruise!  (And I would be sending a letter to the CEO and my travel agent asking about this "policy" that is not a company wide policy.  I can see if it had a frayed or cut cord but since you said they were purchased recently that would not be the case.  AND they should NOT be going through luggage without the owner of said luggage present!)

She asked the Chief of Security and Customer Service about free use of salon equipment, they said no since her item was prohibited!. Awesome response she got there!

[Qwltngcruiser]

This is quite upsetting as a lady and is seriously making me nervous about our upcoming cruise on the same ship. As someone who has long thick frizzy hair when it’s not styled by a curling iron or straightener, I would be livid if my appliances had been confiscated when they are on a list of allowed items. This might not seem like a big deal to men with short hair or women who don’t have a challenge styling their hair, but it is a big deal to those of us who do. I have no problem complying with ship rules, but the op’s wife did comply with stated rules. That’s absolutely ridiculous!

[Mr. Click]

Understanding your wife's PTSD and anxiety issues I would suggest two things at this point.  First, arrange a private meeting with the customer service manager ASAP.  It is often easer to talk to these people when you are not standing in a crowd at the counter.  Don't be afraid to mention the anxiety issues when making the request. Once she can sit down with the manager she should raise two issues.  First, why was her bag opened with out her being present and second why are her items suddenly on the no no list when they never have been before and are not currently listed".  No point in talking to the people at the counter, they are drones for the most part.    If she does not get a satisfactory answer, then it it is time to politely say that you have 6 more cruises booked with Celebrity and you will not be making any of them.  Again, all in a clam voice, yelling gets us know where.  After that is done, regardless of the outcome, write to LLP, the CEO.  She will not likely see it but her staff is very good at responding quickly.  The executive offices want to know about these things because now is not the time that they want to have customers walking away.

 

Cruises are our vacations, they are supposed to be fun and relaxing, what she is going through is neither and them opening her bag without her there, then lying about it and then admitting is is all wrong and you need to make them accountable.  Forget the "we tried paging you" line, they are responsible for their actions the breach of protocol.

[mom says]

Seems like we've got a Security Officer who feels he can write his own rules. Being a believer in following the chain of command, and since the OPs wife has already failed to get a satisfactory answer from Customer Service, if it was me, I'd be politely insisting on a meeting with the Staff Captain. At least she would know that the senior command was aware of this situation.

 

But I'd also be sending a letter to LLP about this utter failure to follow previously established protocols and policies. At this point it isn't just about a confiscated hair straightener, but what amounts to a daisy chain of CYA. Unacceptable. 

[phoenix_dream]

4 hours ago, Fouremco said:

I appreciate the fact that it's not possible to have every potentially dangerous item incorporated in a single, definitive list. Consequently, I have no problem with the head of security being authorized to use his judgement in determining the extent to which an unlisted item might pose a threat. That said, when items are specifically whitelisted as NOT being prohibited, there should definitely be a review of the decision to disregard the standing approval for these items.  

 

Having received no satisfaction when dealing with front line staff, this is a case where I believe that elevating the case to the office of LLP is warranted. I had an equally frustrating situation a few years ago, when Michael Bailey was CEO. As a last attempt to resolve the situation, I send an email to his office and the issue was resolved to my complete satisfaction. 

I agree this situation warrants an email to the office of the CEO.  I've had to do that a couple of times, and they were very responsive.

 

In the meantime, IMHO if she has already spoken to the head of security then I think it is time to try to forget about it and enjoy the cruise.  To keep fighting onboard (especially for one with PTSD and anxiety) is counterproductive.  I also understand being angry, but cancelling six upcoming cruises is pretty much cutting your nose off to save your face as the saying goes.  This is clearly an issue on this particular ship at this particular time.  It is not a common issue on Celebrity cruises, and is not their policy.  

[neverlaysup]

Final Update to this thread---

 

After creating uproar on CC, emailing every executive who works for Celebrity, taking to Celebrity's and LLP's Twitter accounts and having an amazing conversation with a completely unhelpful customer service agent, the hair straightener has been returned. Apparently two high ranking officers tracked her down at dinner to profusely apologize for confiscating the item and told her it would be waiting in her room tonight. They did however hint that Celebrity may be changing the policy on women's hair care appliances and they were just ahead of the curve, these may be banned in the future. Or they were just trying to save a little face since they were forced to give it back.

[neverlaysup]

11 hours ago, Alakegirl said:

Correct. If Celebrity had removed the items they would not have delivered the suitcase.

Wrong, they removed the items and then delivered suitcase.