Safety Issue on the Jade

[G-Funk]

We just returned from a 3 week European vacation that included a 12 day Eastern Mediterranean cruise on the Jade. It was a wonderful trip, but I will say that the Jade specifically and NCL in general did not live up to my expectations. Most of my issues were pretty minor – service was hit-and-miss, they could never figure out how to charge us the proper amounts in the speciality restaurants, the cabin stewards were really only “turn-down” stewards, they never really cleaned anything, etc. But my biggest issue was a safety issue, and they totally dropped the ball on that one.

Two important factors in the story – I use a scooter to get around as I cannot walk or walk stairs, and our Greece port was changed from Athens to Nafplio due to a one day strike. Nafplio is a tender port for NCL.

 

Docking was to be at 11:00, and everyone not on excursions (like us) picked up numbers to help determine their disembarking order. We docked (actually set anchor) early and people started leaving the boat at 10:00, and our number was called around 10:20, so we made our way down to deck 4. What we found there bordered on pandemonium, in large part due to the incompetence of the Jade crew in charge of the process.

 

At the time I got there, there were 3 other people requiring assistance to get on the tenders. Those that could walk stairs – the other 3 – and myself that cannot, were quite loudly separated into groups, and the “walkers” taken to the starboard side of the boat where they were escorted down the 15 or so stairs and into the tenders. We waited.

At about 11:00, we asked if we were going to be able to get off the boat anytime soon, and were told that we were now going to have to wait for the excursions and it would be an hour wait. We mentioned we had been there over a half hour already, and before you know it, I was transferred into a wheelchair and CARRIED, by 4 medium sized security personnel, down the 15 stairs on the port side of the ship and into a tender. It was by far the most terrifying experience of my life, and judging by the straining and grunting, no fun for them either. I weigh about 200 lbs, so with the wheelchair they are carrying about 220 lbs awkwardly down a narrow flight of stairs in a rocking ocean.

 

The great part is that I got to spend the entire day in Nafplio dreading the return to the boat – being carried up the stairs was going to be a treat! Surprise, surprise, when we come back to the boat, I am brought to the starboard side, where I can ride up on the same type of a device that I have installed at my home, a chair lift. Quick transfer on, 30 seconds up, and transfer off, and we are done. Imagine my surprise that the boat had one of those, and moreso, my consternation at not getting to use it on the way down. I was astounded and quite upset.

 

I did what we are told to do – talk to the front desk. First, we had a nice dinner and a couple of drinks to take the edge off, and then around 10:00 we made our way down there to talk to someone. We told the story, with most of the emphasis on the fact that I felt that I had been put in danger by bad decisions when it was totally unnecessary, and the front desk staff dutifully took notes. At the end there was the awkward silence until I finally said that I would appreciate someone contacting me to talk to me about it – that was not offered until I asked.

 

The next day we had a great day in Turkey – docked thank goodness – and when we returned to the ship there was a bottle of sparkling wine and some chocolate strawberries in the room, with a note that said “Compliments of the Front Desk”.

 

Next day is a sea day and then two days in Egypt. Upon returning from Alexandria, I decided to find out if anyone was actually going to talk to me, so I approached the front desk. Going over the story again, I was finally asked if I wanted to speak to a supervisor, which I kind of thought was the original point, and after 20 minutes or so, the Front Desk manager approached me. We went to her office and she had me retell the story again, and then asked if we had received the wine and strawberries. I have to tell you, it was extremely difficult to keep my cool!

 

I asked them why they had put me in that danger when they had a perfectly good and safe stair lift and I was told the priority at that point was the pre-booked tour passengers and they were trying to get me off however they could. Ignoring the fact that we had already waited more than a half hour, I wondered aloud at their priorities, and was told that was the decision and they would stand by it. I suggested next time they provide the passenger with the choice, as I certainly would have waited, not happily, but safely, for the offloading of the other passengers so I could use the chair lift.

 

Needless to say, it was an exceedingly unsatisfying resolution and clouds my impression of the Jade, their staff, Captain Fafalios, and NCL. Too bad, because I love the Freestyle concept, but we will not sail NCL again and I would suggest the same to others.

[mbisson]

You had me on your side until the last 7 words.

[Mooder]

I sympathize with how frightening it must have been for you. What I am not clear on is what you wanted them to do after the fact? They sent what amounted to an apology and you were still upset because you wanted to talk to someone. Is there anything they could have said that would have made you feel better?

 

I know I will be called a cheerleader for this, but feel somewhat qualified to comment. For many years, I traveled with my mother who was in a wheelchair. She was not a lightweight woman to say the least. She has been transported in more "creative" ways than I can begin to describe here, including being carried across a gang plank in order to get on a whale watching boat that we had been assured on the phone was 100% accessible. She would have been frightened too, but after it was said and done and she got to go where she wanted to, she would have been most grateful for their assistance. I am sorry you did not feel it was worth it. And especially that you think this is enough to keep everyone else from cruising NCL.

 

Was it really "before [you] know it"? I would be upset if they transferred you and carried you without your consent. Di you try to say "no" to this?

[CC Help Michell]

I too am sorry this happened and frightened you. It's also clear from your post that you weren't satisfied with the apology you received, the attempt to make you feel better with the goodies delivered to your stateroom, or the explanation given by the manager who met with you. What I'm not clear about is whether you requested additional compensation or some other resolution, and if so, what was NCL's response?

 

Prior to booking your next cruise you might want to check out the Disabled Cruise Travel board -- http://boards.cruisecritic.com/forumdisplay.php?f=190. There's a lot of good advice there about ships and cruiselines which are pretty good at accommodating passengers with mobility issues (only a couple of them are truly excellent at it), as well as steps you can take in advance next time to make sure that your accessibility needs are addressed satisfactorily.

 

I hope your next cruise better meets your expectations -- and you might want to check out the stories on the board I linked before you limit your advice to avoiding only NCL. Here are a couple of examples -- http://boards.cruisecritic.com/showthread.php?t=749934&highlight=crew+carried and -- http://boards.cruisecritic.com/showthread.php?t=632788&highlight=crew+carried

[G-Funk]

I sympathize with how frightening it must have been for you. What I am not clear on is what you wanted them to do after the fact? They sent what amounted to an apology and you were still upset because you wanted to talk to someone. Is there anything they could have said that would have made you feel better?

 

I know I will be called a cheerleader for this, but feel somewhat qualified to comment. For many years, I traveled with my mother who was in a wheelchair. She was not a lightweight woman to say the least. She has been transported in more "creative" ways than I can begin to describe here, including being carried across a gang plank in order to get on a whale watching boat that we had been assured on the phone was 100% accessible. She would have been frightened too, but after it was said and done and she got to go where she wanted to, she would have been most grateful for their assistance. I am sorry you did not feel it was worth it. And especially that you think this is enough to keep everyone else from cruising NCL.

 

Was it really "before [you] know it"? I would be upset if they transferred you and carried you without your consent. Di you try to say "no" to this?

 

Let me clarify a couple of things:

 

-I did not know the wine and strawberries were an "apology" - they came with a card that said "Compliments of the Front Desk", nothing else. For all I know, everyone with a balcony suite got some.

-going down the stairs happened so fast I did not think to say no - I was too shocked! If you want to blame me for that, feel free.

 

By the way, I don't drink sparkling wine, so the gesture was wasted on me anyway.

 

What did I want?

 

-I wanted someone to contact me so we could discuss it. That did not happen until I pushed the issue.

-I wanted them to say that what happened was wrong and they would endeavor that it would not happen to anyone in the future. That never happened at all.

 

Since people seem unhappy that I would not recommend NCL, I will modify my statement: Based on my experience, I do not recommend NCL to anyone that thinks safety should be a major issue in the cruising experience.

[mbisson]

Since people seem unhappy that I would not recommend NCL, I will modify my statement: Based on my experience, I do not recommend NCL to anyone that thinks safety should be a major issue in the cruising experience.

 

Is it Charlie Brown who often says "Good Grief"?

[G-Funk]

I too am sorry this happened and frightened you. It's also clear from your post that you weren't satisfied with the apology you received, the attempt to make you feel better with the goodies delivered to your stateroom, or the explanation given by the manager who met with you. What I'm not clear about is whether you requested additional compensation or some other resolution, and if so, what was NCL's response?

 

Prior to booking your next cruise you might want to check out the Disabled Cruise Travel board -- http://boards.cruisecritic.com/forumdisplay.php?f=190. There's a lot of good advice there about ships and cruiselines which are pretty good at accommodating passengers with mobility issues (only a couple of them are truly excellent at it), as well as steps you can take in advance next time to make sure that your accessibility needs are addressed satisfactorily.

 

I hope your next cruise better meets your expectations -- and you might want to check out the stories on the board I linked before you limit your advice to avoiding only NCL. Here are a couple of examples -- http://boards.cruisecritic.com/showthread.php?t=749934&highlight=crew+carried and -- http://boards.cruisecritic.com/showthread.php?t=632788&highlight=crew+carried

 

As I mentioned in an earlier message, I didn't want or request anything but an acknowledgement of the problem and a promise to try and see that it would not happen to anyone else in the future. The first only came after I pushed the issue, the second never did. That is why I cannot recommend NCL.

 

Thanks for the links, I'll read them with interest.

[G-Funk]

You had me on your side until the last 7 words.

 

That breaks my heart - thanks for your feedback.

[Arwenmark]

I sympathize more than most, only for me it was Princess, after a similiar wait story to yours and being kept floatside as I watched two tenders sail away after being told each time we would be the first loaded onto said tenders, and then watching 100 people board and being told first on next one, they finally on the third one loaded 98 people and then my husband and then Five non English speaking men picked up my wheelchair with me in it, turned me ONTO MY BACK with my feet in the air and teetered me across a gangplank between the float and the tender in this case. while the tender passengers were either Horrified or Laughing like crazy depending on the type people they were I assume, or maybe how much they had to drink. THAT was one of the most horrifying and scary events of my life.

ALL of the cruiselines need serious work on their handling of the disabled. They all keep claiming how great they are doing, and many have features on newer ships, often they don't work. On the Star they have a elevator access ability where they can encode a passengers card to call an elevator for HC passengers, but they did not know they had it and no one had ever turn the system on, Now four months after I brought it to the Hotel directors attention and he said he would get it going right away and thanked me for letting him know about it, it it still is NOT in place.

I still sail NCL and occasionally Princess but the track record is disgusting.

[Carnac767]

Sorry you has such a bad experience. We just did a Med cruise aboard Jade and had a great time. We found everything about the ship to be first rate, from the captain on down.

[G-Funk]

Sorry you has such a bad experience. We just did a Med cruise aboard Jade and had a great time. We found everything about the ship to be first rate, from the captain on down.

 

Thanks Carnac - our trip was made better as we went along by reading about your experience.

[mbisson]

That breaks my heart - thanks for your feedback.

 

You're welcome...but I'm OK with you having a broken heart now!

[Don Haynes]

I will agree the tendering process isn't safe for anyone. As you noticed people are people, they rush and push to get on those early tenders to the point of cutting in line.

 

The crew who carried you onto the tender have done so many many times. They are good at doing it. Did the tender people have to do the same at the pier as well?

 

That chair lift takes time to set up. In my eyes it doesn't look any safer than the crew carrying you.

[Mooder]

-going down the stairs happened so fast I did not think to say no - I was too shocked! If you want to blame me for that, feel free.

 

 

I don't blame you. As I said I sympathize with how difficult traveling can be with a disability. It is just that because I know how difficult it is, I am grateful to people, like those security personnel, who make it possible. Best of luck for your next cruise!

[Mooder]

I will agree the tendering process isn't safe for anyone. As you noticed people are people, they rush and push to get on those early tenders to the point of cutting in line.

 

The crew who carried you onto the tender have done so many many times. They are good at doing it. Did the tender people have to do the same at the pier as well?

 

That chair lift takes time to set up. In my eyes it doesn't look any safer than the crew carrying you.

 

I agree with you on all points. The fact that they were ahead of schedule should have made people more relaxed, but that's not what happens unfortunately.

[G-Funk]

I will agree the tendering process isn't safe for anyone. As you noticed people are people, they rush and push to get on those early tenders to the point of cutting in line.

 

The crew who carried you onto the tender have done so many many times. They are good at doing it. Did the tender people have to do the same at the pier as well?

 

That chair lift takes time to set up. In my eyes it doesn't look any safer than the crew carrying you.

 

Tendering is awful, a risk to everyone as far as I am concerned. I have to disagree with you on the safety issue - chair lifts are much much much safer than carrying. It is extremely easy to start carrying a wheelchair by a section that is designed to come off - like the arms. If it does, it is game over.

 

I'll take the time to wait for the safer option. I wish the NCL crew had done that.

 

It was a simple roll off at the pier.

[Don Haynes]

Maybe we shouldn't allow any tendering whatsoever. All ports of call must have docks, or no visiting cruise ships.....

[Ms belp]

I think they would have but you stated that you started complaining about the wait.

[Mooder]

I think they would have but you stated that you started complaining about the wait.

 

With apologies for hijacking the thread, Ms. Belp, it's great to "see" you. I've missed you! I'm dying to hear the details of your Spirit cruise and to know how you are doing/feeling. Have you posted a review? I don't want to hijack anymore than necessary so maybe you can just point me to a review or post. Thanks.

[G-Funk]

I think they would have but you stated that you started complaining about the wait.

 

I don't think I said I complained. I said I mentioned how long we'd been waiting. Never did I say get me off here and to heck with my safety.

[Carnac767]

Maybe we shouldn't allow any tendering whatsoever. All ports of call must have docks, or no visiting cruise ships.....

 

Don, that would be nice but unfortunately some ports are just too small/shallow for cruise ships to enter, especially some of the large ones in the industry today. Besides the expense of dredging, new port facilities, etc., there would be the question of potential environmental damage and so on. I hate tendering.

[mbisson]

I suspect a bit of sarcasm in Dons post...but I guess I could be wrong

[Mooder]

I could be wrong

 

Nevah!!

[mbisson]

Nevah!!

 

Please contact my wife :eek:

[Carnac767]

I suspect a bit of sarcasm in Dons post...but I guess I could be wrong

 

Doh LOL