Unsatisfactory Embarkation and Disembarkation in San Pedro on the NCL Joy

[travellingguy]

We were on the 30th December sailing and both embarkation and disembarkation were the worst we've ever experienced on NCL (we are Platinum).

 

They wouldn't let us walk from the tent to the ship on embarkation day but on disembarkation day it was encouraged which we did.  Easily done in literally 3 minutes!  The buses lined up all guzzling fuel was unbelievable and unnecessary.  

 

On embarkation day - the lines outside in the sun and then inside the tent took over an hour and a half for our travelling companions to get through.  All had done all the pre-board stuff and it took under a minute to actually check in once they got to the front - double check passport and hand out cruise card - total waste of time

 

On disembarkation day - we waited for our colour to be called and then waited in lines that snaked through the entire Deck in the casino for over an hour and a half - again!  3 hours wasted of lining up. 

 

What drove us crazy is that we cruised in July from Miami and marvelled at  how fast both processes were.  It is a combination of the port and the bigger ship or poor planning or we have no idea and there was no apologies or explanations at all.    

 

Been reading the reviews of the San Juan port and dreading our upcoming experience on the Epic for the embarkation if it continues as bad as it is now.   Trips shouldn't start and end so badly when the rest is great

[Travelling2Some]

9 minutes ago, travellingguy said:

We were on the 30th December sailing and both embarkation and disembarkation were the worst we've ever experienced on NCL (we are Platinum).

 

They wouldn't let us walk from the tent to the ship on embarkation day but on disembarkation day it was encouraged which we did.  Easily done in literally 3 minutes!  The buses lined up all guzzling fuel was unbelievable and unnecessary.  

 

On embarkation day - the lines outside in the sun and then inside the tent took over an hour and a half for our travelling companions to get through.  All had done all the pre-board stuff and it took under a minute to actually check in once they got to the front - double check passport and hand out cruise card - total waste of time

 

On disembarkation day - we waited for our colour to be called and then waited in lines that snaked through the entire Deck in the casino for over an hour and a half - again!  3 hours wasted of lining up. 

 

What drove us crazy is that we cruised in July from Miami and marvelled at  how fast both processes were.  It is a combination of the port and the bigger ship or poor planning or we have no idea and there was no apologies or explanations at all.    

 

Been reading the reviews of the San Juan port and dreading our upcoming experience on the Epic for the embarkation if it continues as bad as it is now.   Trips shouldn't start and end so badly when the rest is great

Sorry to hear this and glad you had a good cruise otherwise.  Question . . . we are sailing from LA/San Pedro on the Bliss on 1/27, so very shortly.  You mention a tent so that makes me think you embarked from Berth 46 at the Outer Harbor rather than from the main cruise terminal?  If so, then did you first have to go to the main cruise terminal to check in and leave luggage and then be shuttled down to the Outer Harbor?  Our e-docs just seem to direct us to Berth 46 at the outer harbor but I have been reading reports that suggest we should go to the main terminal first.  I wish NCL would communicate more clearly.  Thanks for any insight.

[Travelling2Some]

On 1/13/2023 at 8:41 PM, njhorseman said:

Since your ship will be departing from Berth 46 NCL is correct...they can't put anything else in your e docs .

I think you'll find that you can't go to Berth 46 on your own and the driver of any vehicle that is transporting you will be directed to go to the main Berth 92/93 complex....however that isn't from personal experience but rather my reading into what other cruisers have said...but I could be misinterpreting.

 

Just to follow up - I do understand your point.  I just would expect NCL to give us clear directions on where EXACTLY we are to go rather than leaving us to guess.  We will be staying walking distance from the main terminal and do not need to park a car or check luggage.  I am just trying to get clarification on where check in actually  is.  I don't want to walk over to the main terminal for no reason.

Edited January 16, 2023 by Travelling2Some

[kitkat343]

On 1/13/2023 at 8:02 PM, Travelling2Some said:

We are on the January 27th Panama Canal (LA to Miami) cruise.  My e-docs give our pier address as "Port of LA Outer Harbor, Berth 46, 3011 Miner Street, San Pedro, CA".  Fine (maybe, lol).  I see it on the map and understand that we will be embarking from a tent, not the normal terminal, which is in a different location.  (The Port of LA Schedule confirms the Bliss will be at Berth 46.)

 

BUT now I am reading about several recent cruises where people had to go to the main cruise port and were then shuttled down to the Outer Harbor?  Since NCL is directing us to go to Berth 46 in our e-docs I was (silly me?) going to follow their instructions and go to the address we were given (duh).  I am now wondering if NCL expects us to be sufficiently clairvoyant know that we are to go to the usual cruise terminal to be shuttled rather than go where our e-docs tell us to go???

 

Just as an aside - The 1/27cruise has been messed with so much already that it is something many on our Roll Call would never have booked in it's present form.  Of course, the changes were made after final payment.  We had 2 ports dropped and they were replaced with Acapulco (Level 4 State Department Advisory with gang and cartel activity in the tourist area, not just in the boonies) and Jamaica (Level 3 - "crime and sexual assault commonplace" and police overwhelmed by the sheer volume of it and unable to respond effectively).  In addition our time in Panama was shortened from and full day and overnight and is now completely useless (4 PM - 11 PM).  To top that off people who just sailed are saying they were not even allowed to walk around the port area due to construction.  And now this.   

 

Rant over - sometimes you just have to laugh.  Bliss is such a beautiful ship and it doesn't rain much in LA and it was cheap 🙂   We're retired with plenty of time to waste so we still expect to enjoy the cruise.  But, good grief, I am shaking my head here.  Can anything else pile on?

What were the cancelled ports?  I’m on the getaway and we are affected by the ongoing mess where ncl can’t dock in it’s normal port in the dominican republic but kept advertising cruises there.  After they cancelled our dr stop they kept advertising the dr and didn’t tell people who called them directly to book about the change.  What reason did they give?  We were told environmental reasons.  

[NW Pacific]

Looking at the Port Schedule, seems like the Joy is getting the farthest berth,? Looks like our sailing hopefully on the Bliss is scheduled for  92, so hoping.  Anyone on the Bliss in the last two weeks, give us a heads up??

[Travelling2Some]

1 hour ago, kitkat343 said:

What were the cancelled ports?  I’m on the getaway and we are affected by the ongoing mess where ncl can’t dock in it’s normal port in the dominican republic but kept advertising cruises there.  After they cancelled our dr stop they kept advertising the dr and didn’t tell people who called them directly to book about the change.  What reason did they give?  We were told environmental reasons.  

San Juan del Sur in Nicaragua and Costa Rica were canceled and our port time in Panama was shortened so much that it is completely useless.  I always thought Nicaragua would be cancelled  from the get go but Costa Rica seemed senseless and was a big loss to most people, as was our day in Panama.  The reason given was that they were concerned for our safety.  Very plausible for Nicaragua but ridiculous for Costa Rica (no reason given for shorting us on Panama).  The crazy part was claiming to be concerned about safety while substituting Acapulco and Jamaica. 

 

I wonder if "environmental reasons" means they want to save money on fuel.  We had Madeira dropped on our November transatlantic with no explanation at all, which was weird because we were passing right by it and were to be the only ship in port that day.  I suspected they just wanted to use the extra sea day to move slower and save money.

[Travelling2Some]

1 hour ago, NW Pacific said:

Looking at the Port Schedule, seems like the Joy is getting the farthest berth,? Looks like our sailing hopefully on the Bliss is scheduled for  92, so hoping.  Anyone on the Bliss in the last two weeks, give us a heads up??

The Port of LA Schedule has the Bliss in Berth 92 on 1/22 but Berth 50 on 1/27 according to the website:  https://www.portsamerica.com/operations/cruise-los-angeles-terminal-schedule   Navigator OTS is in Berth 92 on 1/27.  Presumably would also be a ship in Berth 93, forcing the Bliss to use the overflow berths at the Outer Harbor on 1/27 but only the Navigator is shown at the main terminal.  I don't see the Joy on this schedule anywhere.

Edited January 16, 2023 by Travelling2Some

[kitkat343]

7 hours ago, Travelling2Some said:

San Juan del Sur in Nicaragua and Costa Rica were canceled and our port time in Panama was shortened so much that it is completely useless.  I always thought Nicaragua would be cancelled  from the get go but Costa Rica seemed senseless and was a big loss to most people, as was our day in Panama.  The reason given was that they were concerned for our safety.  Very plausible for Nicaragua but ridiculous for Costa Rica (no reason given for shorting us on Panama).  The crazy part was claiming to be concerned about safety while substituting Acapulco and Jamaica. 

 

I wonder if "environmental reasons" means they want to save money on fuel.  We had Madeira dropped on our November transatlantic with no explanation at all, which was weird because we were passing right by it and were to be the only ship in port that day.  I suspected they just wanted to use the extra sea day to move slower and save money.

Wow - they really should have claimed environmental reasons for Costa Rica, because that is one of the safest and most beautiful countries.  So sorry about that.  I hope you are visiting Cartagena because that is really lovely, but I’m so sorry about all of those changes.  Do you have time to see the locks in Panama?

Edited January 16, 2023 by kitkat343

[lakelivin2]

On 1/13/2023 at 8:53 PM, Travelling2Some said:

Thank you.  It is confusing as NCL has nowhere indicated that we should go anywhere but the address given on our e-docs.  If I were not on Cruise Critic I would not even be aware of the conundrum.  I was (am?) hoping that they had realized the shuttling was problematic and gotten things together so that people could check in at the Outer Harbor.  That still may be the case but there is no communication (as usual with NCL!) 

 

We (and many others from our Roll Call) are staying the night before at the Crowne Plaza, which is very close (walking distance) to the normal cruise terminal.  We spoke to the front desk there and alerted them that we would sail from Berth 46 and we were assured the were aware and would have a shuttle going there.  So we will see what actually happens.  I'm guessing the hotel will take an interest in where they should be sending their shuttle and be motivated to sort it out.  I would be if I were them but, then again, I am an efficient type.

We are on this cruise with you.  So far, we are planning on telling our Uber driver to take us to Berth 46 as stated in our documents.  If there is a shuttle involved to get there, then I have to assume the port will prevent my driver from going to Berth 46.  I'll be following cc posts and any news from NCL in hopes that if I need to change this plan, I'll do so then.  'Lack of good communication' is the name of this game we are playing with NCL this time around.

[lakelivin2]

On 1/13/2023 at 8:53 PM, Travelling2Some said:

Thank you.  It is confusing as NCL has nowhere indicated that we should go anywhere but the address given on our e-docs.  If I were not on Cruise Critic I would not even be aware of the conundrum.  I was (am?) hoping that they had realized the shuttling was problematic and gotten things together so that people could check in at the Outer Harbor.  That still may be the case but there is no communication (as usual with NCL!) 

 

We (and many others from our Roll Call) are staying the night before at the Crowne Plaza, which is very close (walking distance) to the normal cruise terminal.  We spoke to the front desk there and alerted them that we would sail from Berth 46 and we were assured the were aware and would have a shuttle going there.  So we will see what actually happens.  I'm guessing the hotel will take an interest in where they should be sending their shuttle and be motivated to sort it out.  I would be if I were them but, then again, I am an efficient type.

 

Edited January 16, 2023 by lakelivin2
duplicate.

[travellingguy]

23 hours ago, Travelling2Some said:

Sorry to hear this and glad you had a good cruise otherwise.  Question . . . we are sailing from LA/San Pedro on the Bliss on 1/27, so very shortly.  You mention a tent so that makes me think you embarked from Berth 46 at the Outer Harbor rather than from the main cruise terminal?  If so, then did you first have to go to the main cruise terminal to check in and leave luggage and then be shuttled down to the Outer Harbor?  Our e-docs just seem to direct us to Berth 46 at the outer harbor but I have been reading reports that suggest we should go to the main terminal first.  I wish NCL would communicate more clearly.  Thanks for any insight.

It is a massive tent at Berth 46 - signage is terrible and our Uber driver got lost and tried to drop us off in front of the ship - NCL freaked at everyone doing this - "Get back in your cars NOW," and go to Berth 46.  It was a little mad.  

 

Once there you give your luggage and line up outside and then inside the tent.  The shuttle is ridiculous.  It is literally a 5 minute walk from the tent registration to the ship.  It's so close...but yet so....far....    When we asked someone about it, they said that other ships are using the main terminal and NCL Joy due to its size (similar to Bliss) had to have this make shift arrangement.  They made out it was temporary - although hearing that you are at Berth 46, this was our situation too on Dec. 30th

 

If you are allowed - after you get your card, walk to the ship.  They may not allow it but it would save almost 45 minutes.   We waited to board the bus after getting the card, drove over, and then had to sit in a line outside the ship on the bus, while they slowly allowed each bus to disembark to board.  It was ridiculous.   Good luck - hopefully it is better

[Travelling2Some]

24 minutes ago, travellingguy said:

It is a massive tent at Berth 46 - signage is terrible and our Uber driver got lost and tried to drop us off in front of the ship - NCL freaked at everyone doing this - "Get back in your cars NOW," and go to Berth 46.  It was a little mad.  

 

Once there you give your luggage and line up outside and then inside the tent.  The shuttle is ridiculous.  It is literally a 5 minute walk from the tent registration to the ship.  It's so close...but yet so....far....    When we asked someone about it, they said that other ships are using the main terminal and NCL Joy due to its size (similar to Bliss) had to have this make shift arrangement.  They made out it was temporary - although hearing that you are at Berth 46, this was our situation too on Dec. 30th

 

If you are allowed - after you get your card, walk to the ship.  They may not allow it but it would save almost 45 minutes.   We waited to board the bus after getting the card, drove over, and then had to sit in a line outside the ship on the bus, while they slowly allowed each bus to disembark to board.  It was ridiculous.   Good luck - hopefully it is better

Thanks so much!  So, if I am understanding correctly you went directly to the Outer Harbor Berth 46/50, checked in and checked luggage there.  You did not have to go to the main cruise terminal at all.  That makes sense since this is the only direction given in our e-docs.  NCL's communication is always abysmal.  Last time we embarked in NYC my e-docs instructed us to go to the Port of Miami so I think my lack of confidence in their directions can be forgiven, lol.  Lots posts mention shuttles and tents but without specifying where these shuttles and tents were actually located.  Thank you again.

[zqvol]

52 minutes ago, travellingguy said:

It is a massive tent at Berth 46 - signage is terrible and our Uber driver got lost and tried to drop us off in front of the ship - NCL freaked at everyone doing this - "Get back in your cars NOW," and go to Berth 46.  It was a little mad.  

 

Once there you give your luggage and line up outside and then inside the tent.  The shuttle is ridiculous.  It is literally a 5 minute walk from the tent registration to the ship.  It's so close...but yet so....far....    When we asked someone about it, they said that other ships are using the main terminal and NCL Joy due to its size (similar to Bliss) had to have this make shift arrangement.  They made out it was temporary - although hearing that you are at Berth 46, this was our situation too on Dec. 30th

 

If you are allowed - after you get your card, walk to the ship.  They may not allow it but it would save almost 45 minutes.   We waited to board the bus after getting the card, drove over, and then had to sit in a line outside the ship on the bus, while they slowly allowed each bus to disembark to board.  It was ridiculous.   Good luck - hopefully it is better

Security is a horrible thing when it inconveniences passengers.

[Travelling2Some]

Double post, sorry.

Edited January 17, 2023 by Travelling2Some

[travellingguy]

4 minutes ago, zqvol said:

Security is a horrible thing when it inconveniences passengers.

I have no problems with security - the disorganization and what the original poster talked about (luggage in water puddles and stacked, long waits in the sun as not everyone fit under the tents, especially for the elderly) did not have to do with security.  The actually walking up to the ship from the sidewalk had zero line ups and once getting there entry was easy. 

 

The rep, when we were checking in after waiting in line for an hour and a half, said we should let NCL know how bad it was.   The internet was also bad for them checking our photos and passports.   We were surprised at her candour but she had probably had many complaints.   The security was apparently non-existent around the tent area, the shuttle area, and then near the boarding at the port area.  It was the sheer volume of people trying to register in a limited space that is not suitable for a ship with 4500 passengers and not using the main terminal so they didn't have the ability to organize the passengers embarkation effectively.

[zqvol]

1 minute ago, travellingguy said:

I have no problems with security - the disorganization and what the original poster talked about (luggage in water puddles and stacked, long waits in the sun as not everyone fit under the tents, especially for the elderly) did not have to do with security.  The actually walking up to the ship from the sidewalk had zero line ups and once getting there entry was easy. 

 

The rep, when we were checking in after waiting in line for an hour and a half, said we should let NCL know how bad it was.   The internet was also bad for them checking our photos and passports.   We were surprised at her candour but she had probably had many complaints.   The security was apparently non-existent around the tent area, the shuttle area, and then near the boarding at the port area.  It was the sheer volume of people trying to register in a limited space that is not suitable for a ship with 4500 passengers and not using the main terminal so they didn't have the ability to organize the passengers embarkation effectively.

The ship is in a secure zone, you can't just walk around there.

[Travelling2Some]

14 hours ago, kitkat343 said:

Wow - they really should have claimed environmental reasons for Costa Rica, because that is one of the safest and most beautiful countries.  So sorry about that.  I hope you are visiting Cartagena because that is really lovely, but I’m so sorry about all of those changes.  Do you have time to see the locks in Panama?

It really was insulting our intelligence to tell us that they are canceling Costa Rica out of concern for our safety and then substitute Acapulco.  What the heck?  We are visiting Cartagena and have a tour booked with Dora the Explorer.  Glad to hear you liked it.  Have heard Cartagena described as a less touristy version of Old San Juan PR.  We will see the locks when we go through them, of course, but no time to do anything else like the visitors center or any excursions.  The cruise was sold advertising a full day and overnight in Panama and then our port time was drastically shortened to just 4 PM - 11 PM the night before the transit, which is useless for sightseeing.  Panama and Costa Rica were to be the highlights for most people. The Bliss is lovely and I'm sure we will still have a good time but this is very disappointing compared to the cruise that was advertised.

[travellingguy]

Just now, zqvol said:

The ship is in a secure zone, you can't just walk around there.

But yet when disembarking a week later - we were encouraged to walk directly from the ship to the tent where our luggage was going around the buses and parked cars.  And we were then encountering the passengers for the next trip. 

[Travelling2Some]

11 minutes ago, travellingguy said:

It was the sheer volume of people trying to register in a limited space that is not suitable for a ship with 4500 passengers and not using the main terminal so they didn't have the ability to organize the passengers embarkation effectively.

This sounds like the cause of the problems.  I have not embarked yet  (gee, can't wait, lol)  so can't comment but it does sound like the facility can't handle the volume and they need to figure out how to streamline things.  Thank you again for your insight!

[BSR]

15 minutes ago, travellingguy said:

But yet when disembarking a week later - we were encouraged to walk directly from the ship to the tent where our luggage was going around the buses and parked cars.  And we were then encountering the passengers for the next trip. 

Were you able to walk off the ship carrying a small roll on suitcase?

[Travelling2Some]

1 minute ago, BSR said:

Were you able to walk off the ship carrying a small roll on suitcase?

Great question.  Yes, if you already have your luggage with you will you be able to leave without enduring the line for the shuttle to the tent to pick up luggage?

[BSR]

2 minutes ago, Travelling2Some said:

Great question.  Yes, if you already have your luggage with you will you be able to leave without enduring the line for the shuttle to the tent to pick up luggage?

I always carry off my own suitcase and would not require a shuttle ride to the tent.

[Travelling2Some]

2 minutes ago, BSR said:

I always carry off my own suitcase and would not require a shuttle ride to the tent.

We do too.  I just didn't think to ask.  We wouldn't have any reason to shuttle to the luggage pick up area since we already have our luggage.  It's really an academic question for us since we will disembark in Miami.  But I am curious.

Edited January 17, 2023 by Travelling2Some

[SuzieQ521]

Thinking of self disembarking next week at San Pedro after reading all this...what's the latest they let you stay on the ship if you self disembark?

 

thanks 

[hallux]

59 minutes ago, SuzieQ521 said:

Thinking of self disembarking next week at San Pedro after reading all this...what's the latest they let you stay on the ship if you self disembark?

 

thanks 

9:30 or 10, they want the ship empty so they can start boarding the next cruise...