Passport theft-warning

[Crusinsusan2]

Thank you very much for posting this. I always tend to put our passports in our day bag when going ashore.  After reading your warning post I will now always just carry a colored copy, DL and cash necessary and 1 credit card. Everything else will remain in the safe. So very sorry this happened to you. I would have been absolutely panicked and beside myself too particularly traveling solo. Posts like these help keep all of us in check when vacation brain sets in. Thank you again.   

[Krazy Kruizers]

So sorry that this happened to you.

 

I have never carried a pouch around my neck -- too easy for people to grab.  Also we never take our passports off the ship and take only 1 credit with a low credit limit.

 

Thieves are everywhere.

 

Hope you get everything straightened quickly.

[Dogstar]

@sambamama, sorry to hear of your experience.  Appreciate your sharing as a fresh reminder to all who travel.

[*Miss G*]

2 hours ago, OlsSalt said:

 

Compassion also includes hearing both sides of the story before piling on someone who is not there to defend themselves.  Compassion for the lost passport and the scary thought of being denied passage is real. No one would want to go through this.  Using this awful incident to attack someone who cannot defend themselves is where I do part company in this discussion. 

 

 

You missed... or are sidestepping... the point of my post.  You said all the OP wanted was a free drink to make things better.  I said that it sounded more like they wanted compassion.  A lecture on compassion from someone who doesn’t show any is rather ironic though.  It would have been more plausible if you hadn’t mocked them first.

[Boatdrill]

2 hours ago, sambamama said:

FYI, I am a MA criminal defense attorney, ironically enough. Two women from Guest Services worked very hard with me to help. I had my driver's license and MA BBO card which I gave to them. They had me stay in my cabin and I believe they called Hal authorities and faxed my documents. Whoever they called gave me permission to stay if I filled out a ship theft report and got a Lisbon police report. So they arranged for me to meet the Lisbon port agent,  Miguel, and he took me to the police where I got a 3 page Portuguese police report.Guest Services got a copy and I was set, and was able to get off in Gibraltar the next day. I had to meet with someone from the Border and Customs Unit today who read my documents (I also had 2 statements from 2 people on the tour who knew what happened) and let me through without grilling me. I reported the passport stolen today to the State Department and now have to get a new one. The two women from Guest Services, the 2 guys from Security, the Chief Security Officer and the Port Agent were very empathetic , as were all passengers on the ship who heard about it. One of my dinner table mates loaned me some money that I will repay once I get home. (I had planned to stay 2 nights here in Fort Lauderdale before flying home.)

 Wow, now we're getting somewhere ! I  wish the OP had lead with with version of the story. It's much more helpful and gives us an idea of how the gears work when something like this happens.  This isn't the first time it's happened to a traveler, and people are certainly willing to help get you on your way.   Thank you for letting us know the rest of the story.  

 

Another helpful tip: before travelling,  scan the passport's face page as a .pdf file document, and email it to yourself. Keep the message in your email inbox,  so you'll have access to a copy of your passport in case of  emergency. 

[sambamama]

Exactly my point! Had he yelled at me, but expressed any ounce of sympathy, this situation would be different. Also, if anyone had bothered to respond at all from the front office, this situation would also be different.  I sail HAL because the crew has always been so friendly and wonderful. In my 30+ years of sailing with Hal, the front office has always responded to my comments. And usually the next day! I As far as my wallet, this is really a small billfold I put money, a couple of credit cards and a debit card in case I need Euros-it is not my main wallet. I thought the pouch would be safer than my purse-it may have been, but I but not safe enough. 

[RDC1]

6 hours ago, sambamama said:

I was on the Oosterdam 14 night TA that just ended today in Fort Lauderdale today. My passport and wallet were stolen by a pickpocket in Sintra, Portugal. I was on a private tour and couldn't report it until 4pm to the Lisbon consulate. Despite the embassy stated closing time of 5pm, they told me they were closed, I should get off the ship and stay overnight since they only do replacement passports between 8-11am. I was told to borrow money from people and catch up to the ship in Madeira. Instead, I went back to the ship and reported the theft and was told it was very likely I would be kicked off the ship. I got very upset, but I and while 2 HAL employees were explaining available options, the ship purser came over and yelled at me. He told me to stop being loud, and to stop insulting his crew (I never insulted them, I was just upset) and that he had to obey the rules. Not once did he express any sympathy for my sympathy for my situation. The Hal employees determined that my driver's license would allow me to stay on the ship if I got a police report from Lisbon. I did that. The same day, the the purser cursed out the asst cruise director multiple times in front of the passengers when she made an announcement about a delayed disembarkation.Every other Hal employee I spoke to was extremely sympathetic and kind. I reported his conduct to the front desk and never got a response. The last day, I filled out another comment card and finally got a fairly weak apology letter with not even a free drink offer. The port agent told me to never ever take your passport off the ship-regardless of what the ship says,  and to not rely on the ship to allow you to continue on. I learned the consulate will not help you in an emergency, and at least on the Oosterdam, rude officer conduct is acceptable, but condoned, and and needs no apology. 

A couple of points.

 

1. The consulate will help you, but a loss of a passport does not constitute an emergency for them that requires activity outside of normal hours.  From what you said they clearly communicated what you needed to do to get a replacement passport. May not have been an convenient as you wanted, but it was not unreasonable.

 

2. One should always have an extra credit card or two, as well as additional ID in the safe on board the ship just in case of this kind of situation.  That would provide the assets necessary if one had to remain in the city and for catching up to the ship.

 

3. You were very lucky that  you were allowed to remain on ship.  

Edited November 11, 2018 by RDC1

[bennybear]

Sorry this happened.   We had 11 people lose passports off a cruise in Barcelona.   We saw brand new bags dumped in garbages.   We have learned to keep anything valuable in a money belt under our clothes.  We carry around 50 euros and one credit card in a throwaway wallet that we use,  and if it is stolen It wouldn’t destroy our trip.  My DH uses a pouch that hangs off his belt under his trousers.  

 

Olsalt,  the type of tour has no bearing.  We were pickpocketed on a cruise tour in Taormina,   on a huge elevator heading to the bus.  I think people may be less aware on a ships tour.    Anyway,  my husband grabbed the guy,  but the wallet had already been handed off to an accomplice.  These are professional thieves,  luckily my DH made enough commotion that the accomplice dropped the wallet but not enough for me to even realize what happened and he showed up late to the bus.

 

Bottomline it can and does happen to anyone.  Don’t wear flashy jewelry either if you don’t want to lose it.  And forget slash proof bags,  they can drag you with them.  Take good precautions and you will be fine.  We have been visiting Europe safely for forty years. 

Edited November 11, 2018 by bennybear

[puppycanducruise]

Such a scary situation.

A good reminder for all of us to be careful where ever we are. Thieves can be anywhere.

We don't take our passports off the ship unless we must.  We each carry one credit card ashore, the others stay in the safe.

 

 

[Crusinsusan2]

Sorry folks after 30 cruises with Holland that the OP states completed, the only thing I personally would be looking for/expect once I was able to make it back on board safely after being robbed or harmed would be to land into a calm,  EDUCATED compassionate environment that included hands on assistance from Holland staff to help and assist me to get it figured out instead of suggesting I stay behind and borrow money. (Aren't our passports already verified and on file when checking in? Truly a question as I always thought this was the case)  I would expect the same from a hotel I have built a relationship with if emergency occurred. Great lesson learned here for all of us at the OP's expense. Makes our plans for the world cruise seem a lot less appealing if this is how things are handled when something lousy happens. We can always travel wiser and not bash the people that help us to do so.        

[dee2673]

Thank you for posting. Great reminders there. And I am very sorry this happened to you, all

of it , regardless of anything else. 

[sambamama]

I am very, very aware that I was very lucky to remain on the ship. And yes, I did have 2 other credit cards on the ship and a limited amount of US cash and my driver's license. But don't tell me the consulate is closed when it is not. Also, the website is ambiguous as it says it can help people who are victims of serious crime and people could easily think being robbed is a serious crime and in another part of the website it says they will help people with immediate travel plans. That should be clearly laid out and the major point of my post. 

[RDC1]

20 minutes ago, sambamama said:

I am very, very aware that I was very lucky to remain on the ship. And yes, I did have 2 other credit cards on the ship and a limited amount of US cash and my driver's license. But don't tell me the consulate is closed when it is not. Also, the website is ambiguous as it says it can help people who are victims of serious crime and people could easily think being robbed is a serious crime and in another part of the website it says they will help people with immediate travel plans. That should be clearly laid out and the major point of my post. 

 

The hours that the Embassy in Lisbon has for passports is as they stated 8 to 11:30 Monday through Friday (their website clearly states that). So even though the consulate is open until 5, passport services is not.

 

Your definition and their definition of the terms on the website clearly vary.  If someone has immediate travel plans they will help them during scheduled hours, not open the function outside of those hours.  They told you very clearly what you needed to do to get their help.  Show up the next day during their hours for passport services and they would help.  If you were totally indigent, they would also provide a loan to get you back home.  However, as you stated you had additional cash and credit cards.

 

If there was a natural disaster, terrorism event, etc.  then they might process passports outside of normal hours, but in the case of a theft, nope. If it during the weekend, closed until Monday (as long as Monday is not a US holiday).

Edited November 11, 2018 by RDC1

[RDC1]

5 hours ago, Copper10-8 said:

 

Being the victim of a crime, you state yours was a pick-pocket theft, is never a good thing and I fully understand your frustration which apparently started with the staff at the U.S. consulate in Lisbon ("we are closed at 4:00 PM" event though the opening hours are listed as 5:00 PM in addition to their advise ("leave the ship, come see us tomorrow and borrow money to fly to Madeira to re-board there" - awwrighty then). Good for you in obtaining a copy of the crime report from the local Portuguese law enforcement agency! Many crime victims abroad do not remember doing that and/or are too flustered!

 

So you are already frustrated  when you arrive back onboard in Lisbon and went to Guest Services to report the theft. Then you get told by staff that "you, in all likelihood, would be kicked off the ship" (no doubt a poor choice of words on their part if it was uttered in such a crass manner) until looking into it further and finding out that a valid DL would allow you to remain onboard, good for you. And luckily for you, that DL was not in the wallet that was also stolen! Most persons, incl. yours truly, carry a DL in some kind of wallet

 

By your own words, you were "very upset" by now and that probably manifested itself in your interaction with the Guest Services staff - I know, a pure assumption on my part since I wasn't there, hope I'm somewhat accurate. The Purser's office on a Vista class ship like Oostie, is located to the left of the front desk as you're facing it, one small corridor plus one additional office space away. He/she has an exterior office door that leads out to the guest corridor to the left (aft) of the counter. Even though the purser is not in charge of Guest Services, the guest relations manager (who outranks the purser) is, he/she (going back to the purser) is in charge of the controller and printer. However, both the purser and GRM belong to the ship's Admin Dept. I would think that the purser overheard the, shall I say "commotion", came to find out what was happening, and addressed you, by your description, not in the most advantageous and deescalating manner possible.

 

Perhaps he was having a bad day and wanted to come to the "rescue" of the front desk staff, I don't know, doesn't matter. Regardless, after that initial entry onto the scene, he should have pulled you aside, perhaps taken you into his office (along with a female staff member) and, for lack of a better description, should have attempted to "dust you off" / explain the "now no longer being in possession of a valid passport which is a requirement traveling abroad" situation from his standpoint, knowledge and expertise, and make an attempt to make you feel whole again after such an anxious experience ashore on a private excursion.

 

I hope you have a safe journey home today and the best wishes for obtaining a new passport in an expedient manner from the National Passport Service!

 

 

The US Embassy in Lisbon is open until 5.  However, general services, which includes passport replacement is open 8 - 11:30. I suspect that they did not tell her the embassy was closed, only that passport services was closed when she contacted them at 4.

[cccole]

6 hours ago, Copper10-8 said:

 

There is some Arizona beachfront property for sale for that Sintra-Lisbon tour guide

 

 

Two entirely different departments; Administrative and Entertainment.  The purser has no business cursing out and chastising the ACD and especially not in public! If he had an issue with her/him, he should have gone to the Dept. head of the Entertainment Dept. for that person to address it with the ACD

Copper10-8 - First, thank you for both of the above responses.  I have a feeling if you had been involved the whole episode onboard would have been avoided.  Training is everything!  It seems like there is no way to endorse the  Purser's behavior.  

If I understand what has been said...if you lose your passport in your last port prior to arriving in the U.S. you will be allowed to remain on the ship and have no problems when going through re-entry into the U.S., as long as you have a DL.  I did not know that.

And, it's the 243rd anniversary of the Marines Corp...thank you for your service.  Cherie

[NYteacher]

2 hours ago, Crusinsusan2 said:

Sorry folks after 30 cruises with Holland that the OP states completed, the only thing I personally would be looking for/expect once I was able to make it back on board safely after being robbed or harmed would be to land into a calm,  EDUCATED compassionate environment that included hands on assistance from Holland staff to help and assist me to get it figured out instead of suggesting I stay behind and borrow money. (Aren't our passports already verified and on file when checking in? Truly a question as I always thought this was the case)  I would expect the same from a hotel I have built a relationship with if emergency occurred. Great lesson learned here for all of us at the OP's expense. Makes our plans for the world cruise seem a lot less appealing if this is how things are handled when something lousy happens. We can always travel wiser and not bash the people that help us to do so.        

On my very first cruise, aboard Holland America’s Statendam, I received news of a family emergency at home. I was traveling with my elderly mother and my husband and son were back home. The Statendam guest services staff could not have been kinder or more helpful in making arrangements for me to fly home, and to get me to the airport with their port agent. I found out later that they paid special attention to my mother who had stayed on board.

[aa7yy]

Having just gotten home from this cruise I have a few comments.

 

Probably not important.  Rainy wet day in Sintra.

Probably went on to Funchal and not back to Gibraltar.

Can't think of any reason to take my passport out of the safe or even a credit card. Sometimes a debit car when I needed to look for money. Cary a copy of my PP.

Few cruises back I was pick pocked in Naples. Ran back to the ship and had excellent help.

Couple of rude staff on the ship and about a 1000 great ones. Or is that 2000 ? One rude one will be covered in my survey.

 

 

[bikeboy999]

7 hours ago, Crusinsusan2 said:

Sorry folks after 30 cruises with Holland that the OP states completed, the only thing I personally would be looking for/expect once I was able to make it back on board safely after being robbed or harmed would be to land into a calm,  EDUCATED compassionate environment that included hands on assistance from Holland staff to help and assist me to get it figured out instead of suggesting I stay behind and borrow money. (Aren't our passports already verified and on file when checking in? Truly a question as I always thought this was the case)  I would expect the same from a hotel I have built a relationship with if emergency occurred. Great lesson learned here for all of us at the OP's expense. Makes our plans for the world cruise seem a lot less appealing if this is how things are handled when something lousy happens. We can always travel wiser and not bash the people that help us to do so.        

I thought the same thing as you reading it, that it was Holland who told him to borrow money. But when re-reading it. It appears that the US consulate told him that.

[kazu]

14 hours ago, sambamama said:

I was not looking for sympathy or empathy from this forum, but I but was posting to let people know about consequences. FYI, my passport and wallet were in a pouch I wear around my neck, and that compartment was unzipped. Yes, it was careless of me, and I agree. However, the tour guide told me this never happens in Sintra-Lisbon, yes. I know exactly what happened-I did not put all the details in an already lengthy story. So, no, I did not set my wallet and passport down somewhere-they were stolen and the credit cards were fraudulently used within 30 minutes (which I reported.) I was hysterically crying once they mentioned kicking me off the ship yet never once said anything vaguely derogatory to any of the employees. In fact, I wrote up praise for everyone but the purse. I was NOT looking for a handout-but I felt and still feel the purser's behavior was entirely inappropriate. I would NOT have reported it had he not repeatedly cursed out and chastised the assistant cruise director in front of 100-200 passengers. I doubt anyone can agree that was acceptable behavior. If you are working in a business where you deal with customers and service, then you need courtesy. Had he at any point expressed any sympathy for me as a crime victim, I never would have mentioned this. Also, I was traveling totally alone, and 250 Euros, my debit card and my major credit cards were stolen.  The cards I had left I could not get cash advances on. All of this increased the severity of the theft. Dont judge the impact of a crime theft until you are the victim of one!! 

 

I, for one did not think you were looking for a handout.

 

And your warning was a good one. 

 

In port or on land travelling around, I take only a colour copy of my passport (if needed), cash needed for the day (no more), one major credit card & drivers license if I don't take the passport copy.  The rest stays in the safe at the hotel or on the ship.

 

I mentioned this to help in the future.

 

Losing my passport is one of my biggest fears and I won't take it out and about unless it is 'required'.

 

I am glad you found a kind passenger to lend you some money and you were able to stay on the ship.  

[sambamama]

Actually, both the consulate and HAL told me to borrow money. And, YES, the consulate told me they were closed at 4pm even though the website says 5pm. It amazes me that a few people assume what I was told or did is incorrect from what I stated. Did I make mistakes? Yes, a number of them. The first was taking my passport off the ship, the second was having it in a non-secure place, and the third was assuming (after the theft and before any investigation) was that between the ship and the embassy I would be fine. The fourth was that since the ship had seen my passport initially, I was I was OK. But my passport was stolen around 1:30-even going to the embassy then would not have helped. Also, assuming I stayed off the ship and got a new passport, I was told that the weather conditions make it difficult to fly into Madeira because of wind and fog. I agree with Copper's remarks, but I think this could have been handled better by the purser. The embassy should have been accurate with the information they told me-that passports are only done in the morning and though the embassy was still open, my situation did not qualify as an emergency. From now on, I will rely on what the Lisbon port agent told me repeatedly-never, ever take your passport ashore!! 

[epixx]

Please remember that there are certain ports where you MUST take your passport (not a copy) with you, e.g., St. Petersburg.  Have a plan in mind to keep it safe when you need to carry it.  Thank you, OP, for your illuminating tale of woe.  I hope the experience did not put too much of a damper on your trip.

[TiogaCruiser]

Thank you for posting, OP. Am I’m sorry for you that happened.

 

Several people have alluded to safety/security  issues with neck pouches or waist pouches. When worn under clothes, how are they vulnerable? And what are some better ways of carrying valuables?

[kazu]

16 minutes ago, TiogaCruiser said:

Thank you for posting, OP. Am I’m sorry for you that happened.

 

Several people have alluded to safety/security  issues with neck pouches or waist pouches. When worn under clothes, how are they vulnerable? And what are some better ways of carrying valuables?

 

I like my 'pacsafe' bag.  Comes in various sizes.  RFid protection, straps CANNOT be cut and the purse/bag cannot be cut.

 

I think if you wear your neck / waist pouch under your clothes (and it's not obvious), it is safe.  JMO though.

[iancal]

We never take our passports of the ship. We carry a copy.  Exactly the same when we travel by land.  The passport stays in the safe in our lodgings.

 

Perhaps the HAL folks were simply tired of telling the OP over and over again what the procedure must be and perhaps the OP was not accepting of the facts and the only way forward for him/her.

 

I was not there.  But I have spent enough years dealing with customer sat issues to know that some people have two personalities.  One that we see after an event, the other that comes out during an event.

[cruisemom42]

I believe neck pouches and waist belts are secure when worn as intended (under clothing).

 

I use what's often called a "secret pocket" -- you can either pin it inside your pants/skirt or secure it through a loop in a belt (which I don't generally wear) and it's worn INSIDE your clothing. It's pretty easy to unobtrusively "flip" it out if there is a need to retrieve something, but this is better done inside a building or store and not on the street.  Looks like this:  https://www.amazon.com/Eagle-Creek-Travel-Undercover-Hidden/dp/B0054IH9UC .  I prefer this to a neck pouch or travel belt as it is more comfortable to wear.

 

I carry a few small bills, generally, in my purse to use as needed -- usually they are carried loose in a zipped pocket inside my crossbody bag (which is also zipped and mostly carried with my hand over the zipper pull).

 

Edited to add:  I also never take my passport ashore unless it is required.

Edited November 11, 2018 by cruisemom42