Having your docs in hand

[ldubs]

From just the one side of the story, it does sound as if little/no effort was made to ensure that the couple were OK and understood what was happening. If they were just handed a letter telling them they couldn't board, without any face to face discussion or human interaction, that was appalling customer service.

 

Well said.

[sparks1093]

as to the cruise fare

itself it would be in the best customer

relations to refund that also.

 

That's pretty much my point right there because the couple was told by the cruise line rep that there was plenty of time to find the luggage (I know, this is all one sided, but until other facts surface it's all that we have).

[ldubs]

So, if you were the king of the world, you would make NCL (and presumably all other cruise lines) pay for the losses arising from the mistakes of passengers?

 

Would this include reimbursing them for losses in shipboard casinos?

 

Gosh, I thought I had indicated I don't think NCL could let them board or is obligated to reimburse them. You are arguing that with the wrong guy. My issue is how the elderly couple were treated. Not signs of a company I personally want to use. That is all. Your mileage may vary.

[mjkacmom]

That's pretty much my point right there because the couple was told by the cruise line rep that there was plenty of time to find the luggage (I know, this is all one sided, but until other facts surface it's all that we have).

It’s very one sided, we have only the word of the couple. An employee of the port could’ve given them wrong information. What if the agent said to them that they might not find the luggage? Copies of birth certificates are not proper identification even if they could find someone to fax them over.

[myfuzzy]

OK, sad situation, but, maybe we can learn from this. So far all I know is...grand daughter put passport into luggage pocket, they arrived at pier, porter whisked away luggage,(now, I don't ever recall a porter taking your luggage, unless they are FIRST tipped) stood in line for 45 minutes to get checked in. And then told to "wait" for their luggage to be found.

 

OK NOW, in this situation what would YOU do?

 

Just because they are "super seniors" they probably don't think on their feet, but only did what they were told.

[ldubs]

It’s very one sided, we have only the word of the couple. An employee of the port could’ve given them wrong information. What if the agent said to them that they might not find the luggage? Copies of birth certificates are not proper identification even if they could find someone to fax them over.

 

And yet on another current thread, an experienced poster says BC copies may be allowed. I'm not saying you are wrong. But, there is conflicting info. So who knows what could or could not have happened if some additional effort had been made.

[Bevv]

And yet on another current thread, an experienced poster says BC copies may be allowed. I'm not saying you are wrong. But, there is conflicting info. So who knows what could or could not have happened if some additional effort had been made.

 

Carnival allows copies. but NCL says "

 

Proof of Citizenship (see below) AND Government-issued photo ID

 

• State certified U.S. birth certificate(Baptismal paper, hospital certificates of birth, and Puerto Rico birth certificates issued prior to 7/1/10 are not acceptable.)" so I don't know if they would have accepted a copy.
   
   
  

[pseudoware]

NCL and cruise lines in general can and should do more to reduce the likelihood of this type of situation from happening. I'll never understand anyone who defends the cruise line by saying "what more can they do" or "there are x numbers of pax that need to be boarded and luggage loaded in so much time, it's impossible..."

 

If the print isn't bold enough, make it bolder. Not enough signs? Put up more. Porters and check in staff lack info and don't communicate enough?Fix that. No process to retrieve pax luggage after they've been taken? Make one. Too much trouble to do that? Again, do more to ensure they don't have to very often. Insufficient pre-cruise pax correspondence? Make it better.

 

Yes, people make mistakes, but more can be done to help minimize those mistakes. If anyone thinks the cruises have done all they can and the frequency with which this situation occurs is entirely on the pax - you're as heartless as the cruise lines.

 

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[CruiserBruce]

So business should spend every penny they have to prevent human error? Really? So much for profit.

 

And, still, NO PERSONAL RESPONSIBILITY.

[navybankerteacher]

So business should spend every penny they have to prevent human error? Really? So much for profit.

 

And, still, NO PERSONAL RESPONSIBILITY.

 

Exactly - of course it is a sad situation - but how much extra staff should a line hire, and what sort of tracking system to monitor movement of luggage from drop-off with porters to delivery to stateroom should be developed/installed — all to protect passengers from their own carelessness?

 

How much higher fare would passengers be willing to pay to be insured against the consequences of that carelessness?

 

There are a lot of geriatric-friendly Monday morning quarterbacks here.

[dsrdsrdsr]

So business should spend every penny they have to prevent human error? Really? So much for profit.

 

And, still, NO PERSONAL RESPONSIBILITY.

I can't honeslty see which post you're replying to here. Who is it saying that businesses can't be allowed to make profits and that the passengers bear no responsibility for their mistake?

 

NCL have got their money and are probably entitled to freeze onto it. They provided their part of the bargain by putting a ship at the quayside, and if the passengers' mistake mean they couldn't board, that's no skin off their nose. Customer service? Not needed. Cash is king, and they've got their cash.

 

What they of course might come to realise is that (for a business) not all publicity is good publicity. They know that these specific passengers weren't going to be repeat bookers, but what about other people who have read the story? It might not put people off entirely, but it could easily swing it for someone who has a choice of two. Sometimes business just have to bite the bullet and accept that certain items of customer service, while not directly putting extra money into the compay's account, are necessary for future returns.

[mjkacmom]

I know that if I was refused passage, and refused a refund, because I didn’t have the documents needed, and I heard this couple got a full refund or credit, I’d be pissed, and would most likely contact NCL and demand a refund.

[ldubs]

I can't honeslty see which post you're replying to here. Who is it saying that businesses can't be allowed to make profits and that the passengers bear no responsibility for their mistake?

 

NCL have got their money and are probably entitled to freeze onto it. They provided their part of the bargain by putting a ship at the quayside, and if the passengers' mistake mean they couldn't board, that's no skin off their nose. Customer service? Not needed. Cash is king, and they've got their cash.

 

What they of course might come to realise is that (for a business) not all publicity is good publicity. They know that these specific passengers weren't going to be repeat bookers, but what about other people who have read the story? It might not put people off entirely, but it could easily swing it for someone who has a choice of two. Sometimes business just have to bite the bullet and accept that certain items of customer service, while not directly putting extra money into the compay's account, are necessary for future returns.

 

Sorry, pressed the wrong button.

[pseudoware]

Exactly - of course it is a sad situation - but how much extra staff should a line hire, and what sort of tracking system to monitor movement of luggage from drop-off with porters to delivery to stateroom should be developed/installed — all to protect passengers from their own carelessness?

 

How much higher fare would passengers be willing to pay to be insured against the consequences of that carelessness?

 

There are a lot of geriatric-friendly Monday morning quarterbacks here.

You'd be surprised what little extra effort and expense it would require to make a significant reduction in this type of occurrence.

 

Would you be as callous and devoid of empathy as your post make you appear had this happened to your loved ones?

 

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[sparks1093]

Exactly - of course it is a sad situation - but how much extra staff should a line hire, and what sort of tracking system to monitor movement of luggage from drop-off with porters to delivery to stateroom should be developed/installed — all to protect passengers from their own carelessness?

 

How much higher fare would passengers be willing to pay to be insured against the consequences of that carelessness?

 

There are a lot of geriatric-friendly Monday morning quarterbacks here.

 

Yes, the passengers were careless. Where NCL is to blame is when the CSR told them to have a seat and they would find the luggage since they had plenty of time. At that moment right there the burden shifted to NCL. That scenario has the ring of truth to it but of course none of knows exactly what happened. But NCL did have a break down in customer service and it is from that which leads me to say that NCL should refund the passenger's fare. Are they legally obligated to? Very likely not, but from a customer service perspective it would be the very least they could do.

[sparks1093]

It’s very one sided, we have only the word of the couple. An employee of the port could’ve given them wrong information. What if the agent said to them that they might not find the luggage? Copies of birth certificates are not proper identification even if they could find someone to fax them over.

 

The DHS regulations say that an original or copy of a birth certificate is acceptable. Having one faxed to the port in a timely fashion has saved many a cruise.

[pms4104]

NCL did make good:

https://www.google.com/amp/s/www.bostonglobe.com/metro/2018/01/28/norwegian-cruise-line-changes-course-offers-couple-apology-refund-and-dream-trip/JfHQCLMLSi9ZqjNug1EovI/amp.html

 

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[TNcruising02]

The DHS regulations say that an original or copy of a birth certificate is acceptable. Having one faxed to the port in a timely fashion has saved many a cruise.

 

I scanned both my husband's and my birth certificates and passports to my phone so that I will always have them available to email and print.

[CruiserBruce]

I can't honeslty see which post you're replying to here. Who is it saying that businesses can't be allowed to make profits and that the passengers bear no responsibility for their mistake?

 

NCL have got their money and are probably entitled to freeze onto it. They provided their part of the bargain by putting a ship at the quayside, and if the passengers' mistake mean they couldn't board, that's no skin off their nose. Customer service? Not needed. Cash is king, and they've got their cash.

 

What they of course might come to realise is that (for a business) not all publicity is good publicity. They know that these specific passengers weren't going to be repeat bookers, but what about other people who have read the story? It might not put people off entirely, but it could easily swing it for someone who has a choice of two. Sometimes business just have to bite the bullet and accept that certain items of customer service, while not directly putting extra money into the compay's account, are necessary for future returns.

 

I was responding to psuedoware (the post immediately above mine), who essentially said, if there was a problem, no matter whose responsibility, the company must do more, more, more.. to fix and prevent any possible problems. More signs, more policies and procedures, more staff, more everything from the company, NCL in this case. But no more responsibility from the people who didn't carry their paperwork as required.

 

The company could have done a lot of things, I suppose, but the responsibility for everything here falls on the couple.

[pseudoware]

NCL did make good:

https://www.google.com/amp/s/www.bostonglobe.com/metro/2018/01/28/norwegian-cruise-line-changes-course-offers-couple-apology-refund-and-dream-trip/JfHQCLMLSi9ZqjNug1EovI/amp.html

 

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Good for them!

 

Cue all the haters and whiners who feel "special treatment" isn't fair to the rest of us, and that they deserved to be stranded and lose money for "not following instructions."

 

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[myfuzzy]

Good for them!

 

Cue all the haters and whiners who feel "special treatment" isn't fair to the rest of us, and that they deserved to be stranded and lose money for "not following instructions."

 

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I am one of the ones ...who..if I wasn't prepared...would be waving bye bye to the ship from the pier.......

[ldubs]

NCL and cruise lines in general can and should do more to reduce the likelihood of this type of situation from happening. I'll never understand anyone who defends the cruise line by saying "what more can they do" or "there are x numbers of pax that need to be boarded and luggage loaded in so much time, it's impossible..."

 

If the print isn't bold enough, make it bolder. Not enough signs? Put up more. Porters and check in staff lack info and don't communicate enough?Fix that. No process to retrieve pax luggage after they've been taken? Make one. Too much trouble to do that? Again, do more to ensure they don't have to very often. Insufficient pre-cruise pax correspondence? Make it better.

 

Yes, people make mistakes, but more can be done to help minimize those mistakes. If anyone thinks the cruises have done all they can and the frequency with which this situation occurs is entirely on the pax - you're as heartless as the cruise lines.

 

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The incremental steps needed to constantly improve are among the best investments a company can make. I do not believe that superior customer service is at odds with profitability.

[lbjen]

It’s a fine line between the fact that the couple (and granddaughter) were the ones who made the mistake, and the lack of compassion of the NCL employees who just abandoned them at the terminal once the ship sailed. I figured NCL would just quietly offer them a credit, but it sounds like they’re taking it further and giving them a refund and a free cruise. Hopefully they’ll be more prepared next time.

 

NCL does have a lesson to learn in this too though, when it comes to how we should have more compassion for the more vulnerable among us. Things could have ended much worse for this couple if they’d not had family in town.

[Keith1010]

I really feel bad for the couple but fully understand why these rules are in place.

 

Keith

[Avelinnne]

This EXACT scenario happen to a family on one of my cruises and it was devastating to watch them have to lose their hard earned vacation. I read somewhere to keep a photo copy of your passport in your wallet in the event that you lose your passport and I have done that EVERY time I travel, Period. Losing a passport happens. I once lost my drivers license in the airport terminal during a flight connection and happened to have have my passport and was able to board but it was scary JMHO.