Hellish Treatment -- Vacation Totally Wrecked

[kryos]

Additionally. I see it as bunk that everyone keeps blaming the TA. HAL just a few weeks ago was selling cabins on a sold out 100% CHARTER!!! Sorry but this could be either parties fault.

I don't think anyone is blaming the TA. People are just saying that it could be the TA's fault. Of course, one would have to see some documentation as to who exactly cancelled the cruise, and whether or not there is an appropriate paper trail that would explain why it was cancelled in the first place. IF the TA cancelled it, and there is no paper trail leading back to the OP, then clearly this would be an error on the TA's part. But, it still would not explain why the OP was then being charged for the smaller room once onboard. If HAL clearly had the payment for the suite ... and there was some sort of a mix-up on HAL's part and that suite was assigned to someone else ... then HAL should have been crediting the OP's credit card ... to the tune of major bucks ... and not asking for additional payment.

 

It's gonna be very interesting to see how this whole thing plays out. I for one am very interested in hearing the end result.

 

Blue skies ...

 

--rita

[kryos]

I have actually heard of the happending to people who live in our city a few years ago. The a travel agency was giving receipt for payment, providing documents then cancelling the travel arrangements in time to get the full refund to their account,

We had a similar situation here in Philly a couple of years back, but sadly that one involved loads of disappointed kids. A TA was running a group trip that involved a three day Disney cruise, followed by a stay at the park. She offered a great rate apparently, and had several churches in on the trip. The TA was taking deposits, providing receipts, but not forwarding a nickle to Disney. As the trip got closer, and final payments were made, people began getting suspicious that they were not receiving any communications from Disney directly. Someone took the initiative to contact the Disney people and found out that there was no such group trip reserved.

 

The travel agent was arrested and the last I heard she was being charged with fraud. The sad thing about it is that this woman was practically bankrupt ... personally and with her business ... so I doubt very much any of those people saw a nickle of the money they paid for the trip. I remember seeing the reports on the television news ... mothers saying that they had no idea how they were gonna tell their children that there would be no trip to Disney World ... a trip they had been looking forward to for months. I think a coalition of churches down in Florida was trying to do something to help them, but I never did hear how that turned out.

 

I've heard lots of other stories, too, about travel agency fraud and I guess that just goes to show that you have to be real careful with who you deal with. Maybe legislation needs to be enacted ... perhaps even on the federal level ... requiring all sellers of travel, in any state, to have insurance that would protect their clients from situations such as this.

 

Blue skies ...

 

--rita

[ocngypz]

My thinking is that cruise lines must have a specific process they follow when a passenger or a TA cancels a cruise. That process must surely include detailed documentation to cover the cruise line for cases such as this. I asked my TA about this case, and she told me that HAL must provide you with documentation of who (person, not just the agency) cancelled the booking and when. If they can provide that info, then it's up to the TA to refute it.

 

I'm hoping the OP gets a satisfactory resolution soon. And I hope she posts back to let us know what happened!

 

When you cancel a booking with HAL you merely receive a cancellation confirmation. It does not show who cancelled the cruise. The cancellation confirmation will have the original booking agent's name on it, or if the cruise was booked using a GDS, the agent's GDS code.

[LHC]

Newton girl,

I will tell you that I had an incident and I informed HAL that I had discussed my concern on the Cruise Critic Boards and the very next day there was resolution of the issue.... Just a thought.

LHC

[HeatherInFlorida]

It's been over 24 hours since NewtonGirl has posted. So we are swimming in conjecture and it is my guess there has been some resolution and either NewtonGirl has been asked not to discuss it or she is much too busy!

 

We have no idea what happened. It is extremely odd (as Linda and Wnycruiser said) that this family was allowed on the ship when they were told on the pier they were not on the manifest. I don't see how anyone could get aboard the ship without being on the manifest or making payment right there on the pier. There's got to be much more to the entire story that we simply don't know.

 

I once tried to make a change to my reservation (cabin #) directly with HAL and was told that when I have booked through a TA, I can make no changes ... cabin, date, cancel ... through HAL directly. ALL changes must be made through the TA. They said the TA effectively "owns" the reservation.

 

I would hope that NewtonGirl would come back on and tell us any outcome because leaving us all dangling is frustrating and unnerving to say the least!

 

My gut still tells me the fault lies with the TA, but if by any chance it lies with HAL we'd all best be calling HAL to confirm within 48 hours of heading for any pier!!!

[Oceanwench]

I am curious, too, to hear from NewtonGirl if there has been a resolution.

 

I agree with the poster who said that a "non-disclosure" agreement would seem a little over the top in this case. Besides, the damage has been done here with the negative postings, so HAL or the TA [who of course has remained anonymous!] may want a "happily ever after" kind of ending.

 

Heather, I have had the same experience as you with making changes -- we tried to do it through HAL on a few occasions and were instructed to deal with our TA, who would then deal with HAL.

HAL would take no instructions from us whatsoever!!!

[kryos]

We have no idea what happened. It is extremely odd (as Linda and Wnycruiser said) that this family was allowed on the ship when they were told on the pier they were not on the manifest. I don't see how anyone could get aboard the ship without being on the manifest or making payment right there on the pier. There's got to be much more to the entire story that we simply don't know.

Maybe I'm being pigheaded here, but I don't understand why a TA would cancel a reservation after docs were issued. It would clearly result in a total forfeiture of the entire cruise fare, and thus would in no way benefit the TA. As for the wrong reservation being cancelled, that seems a bit unbelievable and there would surely have to be some sort of a paper trail. As for the cruise never having been paid in full for, I can't believe that either ... not if the OP had docs in hand.

 

I personally would never even think to confirm my reservations for a cruise before leaving for the pier. If I have my doc packet in hand, I consider the cruise to be confirmed. Of course, with hotels I do confirm the day before ... simply because I really have no documentation of my reservation ... other than a printout from their website and perhaps a credit card billing if I've done the reservation online.

 

I really hope the OP gets back on here at some point and lets us know what the final resolution to this matter was. I for one would be really interested in knowing.

 

Blue skies ...

 

--rita

[HeatherInFlorida]

Rita, I wasn't for a moment suggesting that the TA did it on purpose. Others have suggested that, but not me. My feeling is it was done in error.

 

That's why someone needs to come up with the proof of cancellation. I'm positive HAL has that proof. If they don't, then they will make good on it. There's no doubt in my mind about that.

 

So if HAL provides their proof that the TA cancelled the cruise, then the TA has to provide the proof that the OP cancelled in writing! I am positive no TA would accept a cancellation over the phone. As I mentioned before, I've always had to cancel in writing.

 

Actually I have been known to confirm with the cruiseline a couple of weeks ahead. I've called with my confirmation # to confirm the reservation and the tours booked, reservations for dinner, cabana etc. And unless I see some other explanation on this thread about what happened, I definitely will always confirm in the future. There is no way I'll be going to to any pier and having this happen to me.

 

Whoever cannot provide proof of this cancellation is the party who has to make good on the loss. There's no doubt about that.

[fireofficer5]

You cannot get on the ship without a valid ticket. The whole story sounds bogus to me.

[Gator83]

You cannot get on the ship without a valid ticket. The whole story sounds bogus to me.

 

You must not have been on a cruise lately because all you need to get on is a valid ID; you DO NOT need your tickets at all. They have your name on a list and as long as you have a picture ID you are all set.

[fireofficer5]

What I mean is if you havn't paid, then you cannot get on the ship.

[pltwannab]

What I mean is if you havn't paid, then you cannot get on the ship.

 

Looks like you didnt read all the posts. The Op mentioned that her Amex card was charged full by HAL, She got her documents (which you can't get without paying in full). I dont see anything bogus from what OP posted.

 

Newtongirl, waiting like the rest to hear the resolution.

 

It will be good thing to check your reservation by logging in to update your immigation forms. Just check mine for the march 11 cruise.

[fireofficer5]

The whole story is bogus. People cannot get on the ship without the cruise being paid for. The op says their cruise was cancelled. Therefore only paying customers are allowed on the ship.

[kingclick]

The whole story is bogus. People cannot get on the ship without the cruise being paid for. The op says their cruise was cancelled. Therefore only paying customers are allowed on the ship.

 

1. She had her docs in hand.

2. She had a cruise history with HAL.

3. She was kicked off BEFORE the ship set sail.

 

These could be some of the reasons why she was able to get on the ship.

 

 

Just because there is a rule doesn't mean it can't be broken.

 

Heck there is a rule that one cannot bring a knife on a plane now....but I took a pocket knife on my keychain.

[Gator83]

If you read the OP it looks like she was let on the ship because she agreed to take the small cabin, not the one she originally paid for. I would think that if they had no reservaton for her (as she was told), they would have asked for payment for the small cabin prior to even letting her on the ship. Seems odd that they would let her on and then come to her for payment but I think that maybe HAL was being nice to her because she did have the original docs that they decided to let her board and get payment later. Who knows!?!

[ryansmemom]

My question is, was the OP's name on the manifest turned in to Homeland Security 72 hours before sailing? It is my undersanding that if you are not listed on that manifest, you are not allowed to board the ship. If the OP's cruise had been cancelled before 72 hours prior to sailing she would not be on the manifest and would not have been allowed to board, regardless of the fact she had documents in hand.

 

Am I wrong here? This is my understanding of security regulations post 9/11. I thought Homeland Security regs were primary and took precidence over having your docs.

 

So, if the cruise had been cancelled prior to 72 hrs before boarding, and her name was not on the manifest, why was she allowed to board? Unless the cruise had been cancelled within 72 Hrs of sailing. But then, how did they have time to clear another person and get their name on the manifest? If they upgraded someone, why couldn't they straighten out the mistake and just compensate the person who had been mistakenly upgraded. Either way it would cost big money.

 

What a mess. This does not make sense. There are a lot of unanswered questions and holes that need to be filled in before it makes sense. We just don't have the entire story and we may never have it if the OP does not or can not tell us.

 

linda

[fridayeyes]

I'm pretty sure that if there is space on a cruise on the day of departure, you can buy a cabin as a 'walk-up' as long as you have all of your proper documents with you. I cruised once where I wasn't sure which of two friends would be joining me, and I believe I was told that I could leave the name blank and let it be settled at the pier if I had to.

 

Cheers,

 

Friday

[krewzin]

Perhaps they were let onboard to checkout whether or not the 'new' cabin would meet their needs, as it was a downgrade and much smaller.

 

Once on board, HAL would need payment immediately...although the right thing to do would be to comp the cruise and cabin based on what we've heard thus far.

 

If it were me, being asked to pay (again) would be adding insult to injury at that point, and I would have thought that by the time we arrived in our (new) cabin the 'higher ups' would've made the decision to allow passage for a minmal fee (if not for free) in lieu of the circumstances.

[aaerobear]

Gator, That was my question. When you check-in at the pier you are given your information AND your cruisecard, you CANNOT board without your cruisecard. So......if the OP was given a cruisecard then HAL had a record of her reservation. It seems that if she was able to go all the way through the check-in process and BOARD the ship, that HAL did , indeed, have a record of her reservation. If it had been cancelled a couple days before the cruise, there would not have been a cruisecard available for them to board with.

 

I guess I am still in the dark here as to the chain of events.

 

Ed

[SueSea]

Gator, That was my question. When you check-in at the pier you are given your information AND your cruisecard, you CANNOT board without your cruisecard.

 

Not true, at least not on NCL. On my Sun cruise out of Houston, we checked in at the pier, then were told to proceed to the ship to get our cruise cards. They tool our photos and processed our cards in the Showroom. You had to swipe your card when leaving the showroom. On our cruise everyone boarded the ship without a cruise card. I don't know if this was standard practice at this port, but it proves that it is possible to board a ship without a cruise card during embarkation.

[ryansmemom]

I'm pretty sure that if there is space on a cruise on the day of departure, you can buy a cabin as a 'walk-up' as long as you have all of your proper documents with you. I cruised once where I wasn't sure which of two friends would be joining me, and I believe I was told that I could leave the name blank and let it be settled at the pier if I had to.

 

Cheers,

 

Friday

 

And I actually thought there might be some real safety and security!:( How disappointing!:(

 

Linda

[ryansmemom]

Gator, That was my question. When you check-in at the pier you are given your information AND your cruisecard, you CANNOT board without your cruisecard. So......if the OP was given a cruisecard then HAL had a record of her reservation. It seems that if she was able to go all the way through the check-in process and BOARD the ship, that HAL did , indeed, have a record of her reservation. If it had been cancelled a couple days before the cruise, there would not have been a cruisecard available for them to board with.

 

I guess I am still in the dark here as to the chain of events.

 

Ed

They can print those card up with a few key entrys. I have lost my card or had problem with them and making a new card is no big deal. It's not like they have to be pre-made before boarding.

 

According to the OP, HAL did have a record of their reservation. The record showed that the reservation had been cancelled.

 

As far as a cruisecard, they could just print one up. I am curious about what information they actually printed on the cruisecard. Cabin #, etc.

 

Linda

[fridayeyes]

Well, even with airlines, you can buy a ticket as a walk-up, and you can fly standby on a flight where you were not originally booked. I can't say what checks go on either for airlines or for cruises, but I'm just not sure the 72 hr thing is a water-tight rule. Sorry to have upset your sense of security!

 

Cheers,

 

Friday

[zaandam_2]

there was a thread on 'arrests at the pier' where it was reported the manifests aren't turned until the ship is on the way back to port. that's why the arrests were made at disembarcation. maybe it is possible to do a 'walkup'. i've never tried.

 

i have canceled a cruise after final payment and doc received, and i did have to give my TA written notice.

 

its feasible the reservation was canceled in error. it would only take a person inputing a booking number incorectly. one digit is all it would take.

 

i do hope the OP gives us an update.

[FoxyTerrier]

We are regular first class HAL customers. Our records with HAL would show that we would be unlikely to pull a fast one! We are honest people with no pror record of cheating in anything. In view oif our recoid, they could of let us on the ship and straightened things out during the week. After all where would we escape if we were on a ship!

 

You poor things - what an awful time you had.

 

I think it sounds like Judge Judy time!!!

 

Seriously, I would contact an attorney. A cruise for 3 in a S cabin plus airfare and all the other stuff is serious money. Then add on calling the police and being escorted off the ship. No matter who was at fault the TA or HAL - the party at fault should send you a cruise in the Penthouse.