Embarking in Fuerte Amador, Panama - Nightmare!

[Firstin87]

We’re just returned from our cruise through the Panama Canal (NCL Jewel 2/4-13) and here is some helpful information regarding our embarkation in Fuerte Amador, Panama (will also apply to those disembarking at that port).

 

So, as many of you have heard, there have been issues with the port in Fuerte Amador.  There is a great deal of construction going on and you have probably received information about checking in at the Panama Convention Center as opposed to the actual port.  Our cruise was one of the first to experience this new process.

 

First, give your driver the address of the Convention Center (Calle Gral. Juan de Peron; whatever is specified in the email from the cruise line).  We took an Uber from our hotel and the driver went the wrong way for a few minutes, so we assume there is more than one place referred to as “Convention Center”.  The Convention Center is very clearly marked as being NCL – flags along the entrance road, etc. – and there is good signage where to go and enter the building.

 

Passengers line up to check in their luggage.  No priority line for this.  The line is long and very slow moving, despite there being a good number of NCL staff taking the luggage.  The delay was primarily due to people not having luggage tags already applied.  If everyone had their tags pasted on, the line would go soooo much faster.  NCL can improve this congestion point by handing out tags to people in line and having them fill out and attach the tags before they get to the table to hand their luggage over to an NCL staffer.

 

We had Priority Check In, so went upstairs and were checked in quickly.  I believe others checked in downstairs and it is probably the standard waiting time and lines.  There were plenty of NCL staff to give directions.

 

During check in, you are given a group number that is supposed to be used for boarding buses that drive to the port.  Having been very lucky to have arrived early and be Priority, we were on the second or third bus to depart.  As the day went on, the waiting time to board an air conditioned bus grew and I don’t know if the number system was followed.

 

The bus drive to the port was about 10 minutes.  Once you get to the port, you are in a construction zone, the road was not paved, and although work was not going on when we were there (Sat.), you saw the equipment and that a lot is being built.  Your only option for getting from the Convention Center to the port is via the buses – you cannot decide to catch an Uber instead due to the dirt road and limitations of accessing the port. 

 

Once you get off the bus, you walk through a large tent to go through security (in photo, long tent on the right).  Passengers are all in one line and there is only one x-ray machine for every item to pass through.  Massive congestion!  The line progressed through the tent, back outside, and to the gangway – only one gangway was open – and boarding the ship.  Thie gangway was another congestion point.  NCL had staff handing out water, but that was it – no bathroom available, uncomfortable weather for some people.

 

As the day wore on, the buses kept coming and were lined up waiting for the security line to progress enough for them to unload.  Some people were sitting on the bus for two hours before walking another hour through the security line and boarding.  An absolute s------w! 

 

We were scheduled to sail at 5:00, but did not leave until 8:00.  At 5:00, the line of buses stretched beyond the end of the covered area in the photo and had to be at least a dozen buses long.  The Muster Drill (in person now) was set for 4:00, but did not occur until after 6:30.  There were literally passengers who boarded the ship after spending hours getting from the Convention Center and onboard who went directly to the Muster Drill.  A nightmare of an embarkation day!

 

While the port of Fuerte Amador is responsible for many of the embarkation issues, NCL also dropped the ball badly.  They must absolutely improve the congestion points they can.  In addition, they failed miserably in acknowledging, addressing, and apologizing for the headaches and delays of the day.  Again, we boarded early (about 1:00) and did not hear ANY announcements throughout the day about the delays; no announcements about the change in Muster Drill time; nothing done to apologize (free drinks that day, give everyone another specialty dining, something to acknowledge what an awful experience their vacation began with).  As I noted, the Muster drill was supposed to be at 4:00, so we went to our meeting place at that time – were told it was delayed until 7:00.  We had a reservation at Le Bistro for 5:30, but when we arrived we were told they were not serving as the Muster Drill would begin soon.  We returned to Le Bistro after the Drill, which didn’t start until almost 6:30, and were seated in the order of our reservation times.  Absolutely zero communication throughout the day.

 

The first PA announcement of the day was to begin the Muster Drill and was done by the Cruise Director, Tahana.  She made no acknowledgement whatsoever about the events of the day – no apology, absolutely nothing said; you can’t just ignore what passengers went through – just the standard introduction of the Muster Drill.  Unprofessional, insensitive to the discomfort of the passengers, and just a complete fail on starting people’s vacations on a positive note.

 

And if you disembark at Fuerte Amador, it will take a long time as you’ll be returning to… somewhere… via the buses, so a slow and arduous process.

 

Advice for surviving embarking at this port:

 

1.   Put on your luggage tags in advance.

2.   Bring water and maybe a snack in your carry on.

3.   Be ready to put your items on the belt into the x-ray machine.

4.   Pack a h--- of a lot of patience!

 

After this, the cruise was great!

 

Disembarkation in Colon was typical.  That port isn’t undergoing construction.

[Firstin87]

[YVRteacher]

This is very informative! Thank you.

 

Management on the Jewel is frustrated with the embarkation process as well.  Corporate made an agreement with Panama before the port was ready and sent the Jewel there way too soon.

[desherry]

Stopped at the Fuerte Amador complex overnight on our Jan 6 Norwegian Joy transit of the canal. The port is under construction, and it was originally to be completed in 2020. Our tour guide stated that officials are saying the terminal will be completed sometime this summer. Because it is an active construction site, the only transport in or out is by bus. The pier is completed, but the terminal building and surrounding area is an active construction site (no pavement, numerous trenches, and construction vehicles).

[BirdTravels]

Sorry for your experience. 

 

Having luggage tags attached is a must. That comes down to a lot of the geniuses here on Cruise Critic that tell people that printing and attaching luggage tags is unnecessary. Well,,, take a few minutes to print and attach or take a few hours in line. 

 

The port was responsible for screening passengers. The ship could do it with their own equipment, but people will complain that the x-ray machines are too small for their oversized hand carry. It could also impede provisioning and embarkation of luggage. But, it is an option.  

 

There is a potential for the cruise line checking luggage at the Convention Center and having it trucked over to the port. We actually did this at another port under construction where check-in was at a local hotel and we left our luggage with ship's porters at the hotel. Then, we were bused over to the port in mini-buses. Our only challenge was that there was no space on the minibuses for luggage and people insisted on bringing their large rollers with them,,,, and they were pissed when they had to wait for a bigger transport while everyone else was already enjoying their first drink aboard. 

[vacation44]

9 hours ago, Firstin87 said:

We’re just returned from our cruise through the Panama Canal (NCL Jewel 2/4-13) and here is some helpful information regarding our embarkation in Fuerte Amador, Panama (will also apply to those disembarking at that port).

 

So, as many of you have heard, there have been issues with the port in Fuerte Amador.  There is a great deal of construction going on and you have probably received information about checking in at the Panama Convention Center as opposed to the actual port.  Our cruise was one of the first to experience this new process.

 

First, give your driver the address of the Convention Center (Calle Gral. Juan de Peron; whatever is specified in the email from the cruise line).  We took an Uber from our hotel and the driver went the wrong way for a few minutes, so we assume there is more than one place referred to as “Convention Center”.  The Convention Center is very clearly marked as being NCL – flags along the entrance road, etc. – and there is good signage where to go and enter the building.

 

Passengers line up to check in their luggage.  No priority line for this.  The line is long and very slow moving, despite there being a good number of NCL staff taking the luggage.  The delay was primarily due to people not having luggage tags already applied.  If everyone had their tags pasted on, the line would go soooo much faster.  NCL can improve this congestion point by handing out tags to people in line and having them fill out and attach the tags before they get to the table to hand their luggage over to an NCL staffer.

 

We had Priority Check In, so went upstairs and were checked in quickly.  I believe others checked in downstairs and it is probably the standard waiting time and lines.  There were plenty of NCL staff to give directions.

 

During check in, you are given a group number that is supposed to be used for boarding buses that drive to the port.  Having been very lucky to have arrived early and be Priority, we were on the second or third bus to depart.  As the day went on, the waiting time to board an air conditioned bus grew and I don’t know if the number system was followed.

 

The bus drive to the port was about 10 minutes.  Once you get to the port, you are in a construction zone, the road was not paved, and although work was not going on when we were there (Sat.), you saw the equipment and that a lot is being built.  Your only option for getting from the Convention Center to the port is via the buses – you cannot decide to catch an Uber instead due to the dirt road and limitations of accessing the port. 

 

Once you get off the bus, you walk through a large tent to go through security (in photo, long tent on the right).  Passengers are all in one line and there is only one x-ray machine for every item to pass through.  Massive congestion!  The line progressed through the tent, back outside, and to the gangway – only one gangway was open – and boarding the ship.  Thie gangway was another congestion point.  NCL had staff handing out water, but that was it – no bathroom available, uncomfortable weather for some people.

 

As the day wore on, the buses kept coming and were lined up waiting for the security line to progress enough for them to unload.  Some people were sitting on the bus for two hours before walking another hour through the security line and boarding.  An absolute s------w! 

 

We were scheduled to sail at 5:00, but did not leave until 8:00.  At 5:00, the line of buses stretched beyond the end of the covered area in the photo and had to be at least a dozen buses long.  The Muster Drill (in person now) was set for 4:00, but did not occur until after 6:30.  There were literally passengers who boarded the ship after spending hours getting from the Convention Center and onboard who went directly to the Muster Drill.  A nightmare of an embarkation day!

 

While the port of Fuerte Amador is responsible for many of the embarkation issues, NCL also dropped the ball badly.  They must absolutely improve the congestion points they can.  In addition, they failed miserably in acknowledging, addressing, and apologizing for the headaches and delays of the day.  Again, we boarded early (about 1:00) and did not hear ANY announcements throughout the day about the delays; no announcements about the change in Muster Drill time; nothing done to apologize (free drinks that day, give everyone another specialty dining, something to acknowledge what an awful experience their vacation began with).  As I noted, the Muster drill was supposed to be at 4:00, so we went to our meeting place at that time – were told it was delayed until 7:00.  We had a reservation at Le Bistro for 5:30, but when we arrived we were told they were not serving as the Muster Drill would begin soon.  We returned to Le Bistro after the Drill, which didn’t start until almost 6:30, and were seated in the order of our reservation times.  Absolutely zero communication throughout the day.

 

The first PA announcement of the day was to begin the Muster Drill and was done by the Cruise Director, Tahana.  She made no acknowledgement whatsoever about the events of the day – no apology, absolutely nothing said; you can’t just ignore what passengers went through – just the standard introduction of the Muster Drill.  Unprofessional, insensitive to the discomfort of the passengers, and just a complete fail on starting people’s vacations on a positive note.

 

And if you disembark at Fuerte Amador, it will take a long time as you’ll be returning to… somewhere… via the buses, so a slow and arduous process.

 

Advice for surviving embarking at this port:

 

1.   Put on your luggage tags in advance.

2.   Bring water and maybe a snack in your carry on.

3.   Be ready to put your items on the belt into the x-ray machine.

4.   Pack a h--- of a lot of patience!

 

After this, the cruise was great!

 

Disembarkation in Colon was typical.  That port isn’t undergoing construction.

Even though we do not have any embarkations for this port, I wanted to say your post will be very informative to others.

[Longstockingpippi1]

Thanks for the update/ insight. Any idea how they are handling wheelchairs? I imagine they must have to contract  some medical transportation ( with lifts). 
Luckily, we don’t embark from there, we disembark. And double lucky for us I splurged and got a suite, so that should help us disembark. 🤞🏻🤞🏻. Thanks again. 

[Turtles06]

@Firstin87, I'm really sorry you had this experience!  We just returned today from B2B Panama Canal cruises on the Gem: NY to Fuerte Amador, and Fuerte Amador to NY.  Feb. 6 was the turnaround day for the Gem at Fuerte Amador, and as I posted then in the Panama Canal forum, the cruise terminal is still an unfinished, chaotic mess.  NCL and other cruise lines have certainly been sold a bill of goods by Panama.  

 

I think NCL did the best it could by using the Convention Center as though it were a cruise terminal for check in, but the whole situation with the shuttle buses to and from the ship to the Convention Center was an incredible waste of time, whether you were embarking, disembarking, or, like some of us on the B2B, merely getting off the ship for the day to do some sightseeing.

 

When we got back to the Convention Center in the early afternoon, we were directed to a shuttle bus to get back to the ship, and had to wait while it filled.  When the bus finally got to the pier, we had to sit and wait about 20 minutes, because there was no room for the bus to pull down the pier to the ship.  The only good news for us was that because we were "in transit" as B2Bers and had been given stickers saying so, we were allowed to proceed directly onto the ship and did not have to wait in that security screening line with embarking guests and then have to walk halfway down the pier to the only gangway.   (I'm not sure why, since everyone has to go through security to get back on the ship in every port.)

 

For those wondering what things look like around the actual cruise terminal, here are a few photos.  I don't think it's going to be finished anytime soon:

 

 

 

 

[Firstin87]

3 hours ago, Longstockingpippi1 said:

Thanks for the update/ insight. Any idea how they are handling wheelchairs? I imagine they must have to contract  some medical transportation ( with lifts). 
Luckily, we don’t embark from there, we disembark. And double lucky for us I splurged and got a suite, so that should help us disembark. 🤞🏻🤞🏻. Thanks again. 

We saw a van/bus that appeared to be for wheelchairs.  I think they were given a bit of priority, too, but am not 100% sure about that.

As someone posted earlier, they disembarked in Fuerte Amador with no issues.  I think disembarkation will be smoother than embarkation due to not having to go through security, for one.  Having everyone bused to some other location will make it slower than usual, but the earlier poster didn't notice any real problems.  Being priority will also help, of course. 

 

[Firstin87]

11 hours ago, vacation44 said:

Even though we do not have any embarkations for this port, I wanted to say your post will be very informative to others.

Thank you.  

[Firstin87]

2 hours ago, Turtles06 said:

@Firstin87, I'm really sorry you had this experience!  We just returned today from B2B Panama Canal cruises on the Gem: NY to Fuerte Amador, and Fuerte Amador to NY.  Feb. 6 was the turnaround day for the Gem at Fuerte Amador, and as I posted then in the Panama Canal forum, the cruise terminal is still an unfinished, chaotic mess.  NCL and other cruise lines have certainly been sold a bill of goods by Panama.  

 

I think NCL did the best it could by using the Convention Center as though it were a cruise terminal for check in, but the whole situation with the shuttle buses to and from the ship to the Convention Center was an incredible waste of time, whether you were embarking, disembarking, or, like some of us on the B2B, merely getting off the ship for the day to do some sightseeing.

 

When we got back to the Convention Center in the early afternoon, we were directed to a shuttle bus to get back to the ship, and had to wait while it filled.  When the bus finally got to the pier, we had to sit and wait about 20 minutes, because there was no room for the bus to pull down the pier to the ship.  The only good news for us was that because we were "in transit" as B2Bers and had been given stickers saying so, we were allowed to proceed directly onto the ship and did not have to wait in that security screening line with embarking guests and then have to walk halfway down the pier to the only gangway.   (I'm not sure why, since everyone has to go through security to get back on the ship in every port.)

 

For those wondering what things look like around the actual cruise terminal, here are a few photos.  I don't think it's going to be finished anytime soon:

 

 

 

 

I agree that using the Convention Center for check in was the best option.  I would stress that if people put their luggage tags on ahead of time it will be a significant time saver for everyone.  That was a real congestion point that is easily avoidable.  NCL should also be handing our tags for those in line who need them to fill out and attach before reaching the check in table.

 

The buses are their only option for getting people to the ship, but there has got to be a better, faster way for unloading and boarding the ship.  Don't know why only one gangway was open - two would have really sped things up.  This system also makes it hard for supplied to be loaded onboard, including luggage, which also delays sail away. 

[Turtles06]

16 minutes ago, Firstin87 said:

Don't know why only one gangway was open - two would have really sped things up. 

 

It's possible there wasn't room to have a second gangway.  Much of the pier alongside the Gem when we were there on Feb. 6 was taken up by construction equipment.

 

 

Also, don't forget the Encore gangway accident at Fuerte Amador in November -- when the very steep gangway collapsed and people were injured.  Maybe NCL is being really cautious with how many gangways they are using there now.  When we returned to the Gem on Feb. 6, they were just getting things set back up (maybe because of the rising tide?) and we had to wait to board.  I think we were the next two guinea pigs.  The gangway was fairly steep, and the Encore incident was definitely on my mind.

 

I took the photo below of the gangway much later in the day. 

 

 

 

 

 

[GeezerCouple]

22 minutes ago, Turtles06 said:

 

It's possible there wasn't room to have a second gangway.  Much of the pier alongside the Gem when we were there on Feb. 6 was taken up by construction equipment.

...

Also, don't forget the Encore gangway accident at Fuerte Amador in November -- when the very steep gangway collapsed and people were injured.  Maybe NCL is being really cautious with how many gangways they are using there now.  When we returned to the Gem on Feb. 6, they were just getting things set back up (maybe because of the rising tide?) and we had to wait to board.  I think we were the next two guinea pigs.  The gangway was fairly steep, and the Encore incident was definitely on my mind.

...

 

 

Oh my.  I wasn't remembering that THIS was the port where THAT happened!

😱

Does anyone know how those injured back then ended up doing?  Recovered/home, or...?

 

GC

[Firstin87]

I see your point about the second gangway and being concerned about safety.  When we were there on the Jewel (Sat.), there was no construction equipment in the way.  Maybe safety was a concern that kept only one gangway open.  Overall, though, there is room for improvement on everyone's part, especially the port itself, to have a smoother process.

 

One aspect that we found upsetting was that nothing was done to acknowledge the massive headaches and extreme inconvenience people experienced before boarding.  Like I wrote in my original post, no announcements were made all day about it, nothing done for the passengers (free drinks, specialty dining, something).  If I were in a position of authority onboard, I would have been making hourly announcements apologizing for the embarkation delays and discomfort and have offered something.  The first PA announcement was by the Cruise Director (Tahana) that began the Muster Drill and there was no acknowledgement about the headaches of the day.  There were also no announcements regarding the change of Muster Drill time.  Just very unprofessional handling of communication and no expression of concern for passengers by NCL.