Just a Couple of Suggestions for RCCL & Fellow Passengers

[CMurph]

Sadly, my daughter & I had to leave mid-cruise this past week, due to a death in the family. Customer Relations was great with a couple of exceptions There was one other couple exiting for the same reason & we shared this experience together. We both had been told we were set to go, just had to clear customs, which we did along with the entertainers from the first few days. They were sent to the crew exit to disembark, we were sent to join the hundreds of people anxious to leave the ship after a change of schedule. We waited our turn in line only to be turned away at the exit & sent back to Customer Relations. We were told our account wasn't settled, when we had earlier been told it was. This was not only my daughter & I, but the other couple trying to disembark. If any of you were on the 9/21 sailing of the Freedom, you might have seen a crazy women in tears...that would be me. When we returned to Customer Relations, they checked our credit cards & "oh, everything is fine". This time we had an escort to follow, while hauling all our luggage to the exit. Then we were faced with a backlog of people at the San Juan terminal. Time was running out, so we pushed our way through apologizing that we had to hurry and catch our flight. To make a long story short, we did make our flight by running through the airport with literally no time to spare.

 

My suggestion to RCCL, please have Customer Relations be certain everything is in order for us to depart. Check & double check before you tell us everything is fine.

 

Please allow passengers leaving for an emergency to use the crew exit in a case like this when so many people are trying to leave the ship.

 

Please have a crew member take care of our luggage for us. Hauling it throughout the ship (not once, but twice) was very hard, especially since time was so short.

 

My suggestions for fellow passengers...if you see someone with their luggage & obviously in a hurry, please don't make jokes about their leaving mid-cruise. Don't ask them why they are leaving. One look at our faces & you can tell it isn't a good thing. Please allow us to pass through the crowd without having to beg. Once when we said, "excuse us please, we have a plane to catch", a fellow passenger replied "it's not my problem". It won't delay you for very long and could make a huge difference in someone making their only flight home that day.

 

I did sent an email to RCCL with my suggestions. I did not ask for anything, no reason that I should I just want other passengers that find themselves in this position to be able to disembark as stress free as possible. I also commended several RCCL employees for their help & kindness, and I sincerely hope they are recognized for their help.

 

Thank you for listening.

 

[alexkrn46]

thank you for sharing, I totally agree with your posted. condolences for you loss.

[delirious9876]

Thank you for being so honest to say what you have. I'm sorry for the experience you encountered and for your loss.

 

Anyone reading this should reflect on what you've said in case we are ever in your position or if we can assist someone who is disembarking.

 

I really hope RCI take on board your suggestions as well. They are positive and could only help in this sort of upsetting situation.

 

Take care.

Edited September 28, 2014 by delirious9876

[Lionesss]

I am so sorry for you.

 

How sad.

 

You would think the customer representative would have assisted you better.

 

Prayers to you.

 

Sea Ya

[Arizona Cruz Chic]

First, I am sorry for your loss and having to leave the cruise early.

I can relate to your story about some rude passengers. My husband was taken off by ambulance the last day of our Alaska cruise in Seattle. As we exited the ship, him in the stretcher and me beside him, we came to the security check point where you use your sea pass to exit. When they scanned our cards it went off like we were criminals! I had to run back to guest relations, something unpaid. There were people in line and they screaming at me......we were first in line. I stood there crying and telling them about my husband being taken off in an ambulance. Then I had to RUN to catch up with them as they were already off ship. It all turned out ok, but I will never forget those rude passengers when I was clearly upset, crying and worried about my husband.

 

Hope your next cruise is enjoyable and no interruptions.

 

Thanks for sharing your story.

 

***

[cruzsnooze]

First, I am sorry for your loss and having to leave the cruise early.

I can relate to your story about some rude passengers. My husband was taken off by ambulance the last day of our Alaska cruise in Seattle. As we exited the ship, him in the stretcher and me beside him, we came to the security check point where you use your sea pass to exit. When they scanned our cards it went off like we were criminals! I had to run back to guest relations, something unpaid. There were people in line and they screaming at me......we were first in line. I stood there crying and telling them about my husband being taken off in an ambulance. Then I had to RUN to catch up with them as they were already off ship. It all turned out ok, but I will never forget those rude passengers when I was clearly upset, crying and worried about my husband.

 

Hope your next cruise is enjoyable and no interruptions.

 

Thanks for sharing your story.

 

***

Perhaps the people in line had planes to catch and were frustrated their bills weren't accurate. You said it was the last day so maybe this accounts for the lines. Everyone who disembarks has to pay their bill, they don't treat you like a criminal, they tell you to go back and settle your bill. Are you suggesting they let you off the ship when you admit somethings were unpaid?

I'm glad everything health wise turned out ok.

[papaflamingo]

Sorry for your loss. It's hard enough to go through a tragedy without having to handle rude and obnoxious people. My Mom passed away in 2011 and the day she died, I flew home. On the airplane, while waiting for the bathroom, a very arrogant and obnoxious passenger made a loud and rude comment to me. My initial reaction was to want to "take off" on him. But I simply looked at him and let it pass. We tend to live in a "me" society. That's unfortunate. As you said, allowing someone in a hurry only holds you up a few minutes. Helping each other out would sure make life easier.

It would be nice to see more consideration on a cruise ship. Too many (especially on this forum) operate under the theory that "it's my vacation so I'll do what I like."

[Alaskalovr]

Perhaps the people in line had planes to catch and were frustrated their bills weren't accurate. You said it was the last day so maybe this accounts for the lines. Everyone who disembarks has to pay their bill, they don't treat you like a criminal, they tell you to go back and settle your bill. Are you suggesting they let you off the ship when you admit somethings were unpaid?

I'm glad everything health wise turned out ok.

 

The point is that even if you are frustrated etc you might want to take a second and think that someone else may be having a worse burden to bear. I think that is the whole point here. Everyone is so quick to judge instead of trying to be compassionate and realize that people all around you may be dealing with something far worse than you. And I really think settling up the bill was the furthest thing from her mind as well it should be. After all RC has a credit card and I am sure they would have gotten their money.

[dancinman66]

This can happen for varying reasons and I'd unfortunately just one of those things in cruising especially if you don't use pre listed credit card for your account

 

Sorry for your loss and hope things pick up

Sad about unfeeling people but seems to be sign of times

 

 

Sent from my iPhone using Forums

[lucymorgan]

Sorry for your loss. I think customer services should have escorted you to speed your departure. Why should you have to fight rude passengers on your own (especially after their mistake but even the first time given the circumstances).

[griffy116]

Cruise ship passengers question anyone getting in their way. It's a bit disappointing. We have cruised numerous times and have seen some of the stunts and remarks that are completely unnecessary and show just how rude people can be. Because of new security measures in Dublin, our family, along with many, many other passengers were delayed by an hour and a half spent in lines. We heard them announcing last call for our flight. When we tapped a person's shoulder in line to explain that our last call was being made and asked if we could get through the sea of people, we expected a rude remark. Instead, a person ahead heard our request, yelled out for everyone to step aside and clear the way for us. Absolutely everyone moved out of our way, parting the huge crowd and leaving us a clear path to our gate far, far ahead. We were so unaccustomed to this courtesy, we talked about it for days. That's how it should work. We should be able to recognize courtesy without it shocking us. Sorry you didn't encounter a similar courtesy.

[CMurph]

Perhaps the people in line had planes to catch and were frustrated their bills weren't accurate. You said it was the last day so maybe this accounts for the lines. Everyone who disembarks has to pay their bill, they don't treat you like a criminal, they tell you to go back and settle your bill. Are you suggesting they let you off the ship when you admit somethings were unpaid?

I'm glad everything health wise turned out ok.

 

I can understand people being frustrated if they are hurrying to catch a plane, but that does not excuse being hurtful to others. Yes, it is hurtful, even though they are strangers. Normally, I can shake my head at the insensitivity of some people, but not when my emotions were running as high as they were that day. No other passengers were trying to catch a plane, they just wanted to get to the island.

 

Don't you find it curious that in this short thread they are 3 instances of people in emergency situations being turned away at the exit & sent back to customer relations? In our case, there wasn't a problem at all with our account, nor the other couple trying to leave. Definitely something RCCL should look into.

 

Thank you for the kind words from many of you.

[ChipLondon]

When ever anyone is rude to me, I simply apologise to them for forgetting what it was that I did to them to make them feel that they are entitled to be that rude to me.

That usually stops them in their tracks :eek:

[mjldvlks]

I agree with OP's suggestions and, if I am ever around in one of these situations, I hope I would be able to block, clear the way or otherwise help them.

 

At the same time, I want to put in a plug for ship's staff. We have fortunately never been in this situation, but we have twice [two different cruises, two different RCI ships] had members of the group we were traveling with who were. In both cases, the ship's staff were wonderful -- cooperative, helpful and efficient. From little things like free internet, telephone and use of ship's facilities to print boarding passes, to bigger things like assistance in planning and making arrangements for the early departure.

[Pennsylvania Sailor]

I know Carnival often gets knocked on this board. However, last December while on Carnival Pride my wife suffered a serious medical condition. Not only did customer service arrange to get us off the ship as soon as it was cleared, but arranged for our luggage to be picked up at the room and had it taken off the ship with us. They also provided a personal escort all the way through customs and to the parking lot along with our luggage. I was absolutely amazed at how well they handled the situation. After a week at Johns Hopkins DW was able to go home and is now doing great.

Edited September 29, 2014 by Pennsylvania Sailor

[WpgCruise]

The O.P. has my condolences on their loss. It is tough to lose someone, tougher when you're away when it happens.

 

In the O.P.'s situation, how are the people in the line ahead of them to know she and her daughter have lost a loved one? Perhaps from their perspective all they see are a couple of people trying to push their way to the head of the line. I don't know that I would criticise anyone for not being sensitive to my situation if they don't know what the circumstances are.

 

Could Royal have perhaps made it easier for them by escorting them, sure. Did the O.P. ask Royal for that assistance, and had the request turned aside?

 

As far as allowing disembarkation through the crew exit, who knows what that would entail. Perhaps because of liability issues Royal prohibits all but crew from being in that area. I don't know, just speculation on that part. Once again, could the O.P. have asked for that consideration?

 

Some of us are quick to criticise when we don't know all the facts and the truth is only the O.P. and her daughter were there. The rest of us are only offering an opinion.

[cruzsnooze]

The O.P. has my condolences on their loss. It is tough to lose someone, tougher when you're away when it happens.

 

In the O.P.'s situation, how are the people in the line ahead of them to know she and her daughter have lost a loved one? Perhaps from their perspective all they see are a couple of people trying to push their way to the head of the line. I don't know that I would criticise anyone for not being sensitive to my situation if they don't know what the circumstances are.

 

Could Royal have perhaps made it easier for them by escorting them, sure. Did the O.P. ask Royal for that assistance, and had the request turned aside?

 

As far as allowing disembarkation through the crew exit, who knows what that would entail. Perhaps because of liability issues Royal prohibits all but crew from being in that area. I don't know, just speculation on that part. Once again, could the O.P. have asked for that consideration?

 

Some of us are quick to criticise when we don't know all the facts and the truth is only the O.P. and her daughter were there. The rest of us are only offering an opinion.

most sensible post yet. you stated what I was trying to convey better then I did.

Edited September 29, 2014 by cruzsnooze

[Arizona Cruz Chic]

Perhaps the people in line had planes to catch and were frustrated their bills weren't accurate. You said it was the last day so maybe this accounts for the lines. Everyone who disembarks has to pay their bill, they don't treat you like a criminal, they tell you to go back and settle your bill. Are you suggesting they let you off the ship when you admit somethings were unpaid?

I'm glad everything health wise turned out ok.

 

Somehow our account just didn't go through on the cc....it was an easy fix of a new swipe of the card and done.

 

I failed to mention that this was 6 am....the ship just barely docked, no one was going to get off before 7 or 8 am...we were the first ones off, escorted by security, the nurse and the 2 ambulance attendants .

 

They were just upset because I came running up to the desk in front of the line.

 

 

***

[sapphiregem]

My condolences to you and yours...I do hope RCCL listens to what you have to say and think about the scenarios a bit more carefully. People have a hard time not hinting about themselves first....but karma has her way in the end.

[celebrity]

I know Carnival often gets knocked on this board. However, last December while on Carnival Pride my wife suffered a serious medical condition. Not only did customer service arrange to get us off the ship as soon as it was cleared, but arranged for our luggage to be picked up at the room and had it taken off the ship with us. They also provided a personal escort all the way through customs and to the parking lot along with our luggage. I was absolutely amazed at how well they handled the situation. After a week at Johns Hopkins DW was able to go home and is now doing great.

 

We had a similar situation on Celebrity Zenith years ago. My dad became very ill at dinner.

He was a diabetic with a heart condition and placed in the infirmary the final night of our cruise. We had a prearranged car to pick us up at the West Side Pier in NYC and they were taking us straight to a hospital on Long Island. . Celebrity staff couldn't have been more accommodating or compassionate. The staff escorted my entire family off the ship, zipped us through customs with my Dad in a wheelchair to our waiting car.

I wrote a letter to the President of Celebrity, Richard Sasso praising the crew for their kind efforts.

 

To the OP: my deepest condolences on your loss.

[mdwcruises]

An escort from the cruise line would have helped a lot. Fellow passengers would have realized that was an emergency had they saw an official escort.

[Barbiegator]

Sadly, my daughter & I had to leave mid-cruise this past week, due to a death in the family. Customer Relations was great with a couple of exceptions There was one other couple exiting for the same reason & we shared this experience together. We both had been told we were set to go, just had to clear customs, which we did along with the entertainers from the first few days. They were sent to the crew exit to disembark, we were sent to join the hundreds of people anxious to leave the ship after a change of schedule. We waited our turn in line only to be turned away at the exit & sent back to Customer Relations. We were told our account wasn't settled, when we had earlier been told it was. This was not only my daughter & I, but the other couple trying to disembark. If any of you were on the 9/21 sailing of the Freedom, you might have seen a crazy women in tears...that would be me. When we returned to Customer Relations, they checked our credit cards & "oh, everything is fine". This time we had an escort to follow, while hauling all our luggage to the exit. Then we were faced with a backlog of people at the San Juan terminal. Time was running out, so we pushed our way through apologizing that we had to hurry and catch our flight. To make a long story short, we did make our flight by running through the airport with literally no time to spare.

 

My suggestion to RCCL, please have Customer Relations be certain everything is in order for us to depart. Check & double check before you tell us everything is fine.

 

Please allow passengers leaving for an emergency to use the crew exit in a case like this when so many people are trying to leave the ship.

 

Please have a crew member take care of our luggage for us. Hauling it throughout the ship (not once, but twice) was very hard, especially since time was so short.

 

My suggestions for fellow passengers...if you see someone with their luggage & obviously in a hurry, please don't make jokes about their leaving mid-cruise. Don't ask them why they are leaving. One look at our faces & you can tell it isn't a good thing. Please allow us to pass through the crowd without having to beg. Once when we said, "excuse us please, we have a plane to catch", a fellow passenger replied "it's not my problem". It won't delay you for very long and could make a huge difference in someone making their only flight home that day.

 

I did sent an email to RCCL with my suggestions. I did not ask for anything, no reason that I should I just want other passengers that find themselves in this position to be able to disembark as stress free as possible. I also commended several RCCL employees for their help & kindness, and I sincerely hope they are recognized for their help.

 

Thank you for listening.

 

 

We were on your cruise and waited near the front gangway to get off the ship for the few hours at San Juan they gave us. I did not see you so maybe you were on back gangway or ahead of us. All the shore excursion people were lead off ahead of us and we realized we should have gone to the aft gangway.(not sure they used 2 gangways but they should have) It was a mess,very unorganized, and also started pouring rain so when we got outside no one was moving. Sorry you were not escorted off and pray for your family.

We had a double charge at Portafino and after 3 times talking to different people we never got the charge taken off.We showed them the account and it did not help. We did have a great cruise with a friendly crew.

Oh, departure back home took 45 minutes with lots of long lines and stops. They let too many off at the same time.Never have had this happen on RC.

[Cruzin-K]

OP, I'm sorry you had to deal with rude passengers and somewhat clueless guest relations people.

 

Also sorry you have to deal with a rude person on this thread. Looks like I've found the third person to add to my ignore list.

[pearlie]

First and foremost , my deepest sympathy for the loss of your mom. Sometimes people just suck.

 

We had to leave mid cruise in April when my uncle died. We had to get off in Grand cayman. The cruise line had us clear guest relations before we tendered. And gave us a card to give security. We were met on shore by a guest relations specialist who helped us get thru customs. Must say they were helpful. Drew Thomas was with us, a performer on rccl, and he was also very helpful.

 

Again I am so sorry for your loss.