NCL Star to Alaska Disaster

[mwh27]

I will include in this post a copy of the letter that I faxed to NCL fax # 305-436-4108 on June the 1st 2011.

Attention Customer Relations

Ship name: Star

Sailing Date: May 21st 2011

State room: 5133

Reservation #: 19217471

My wife was not allowed to board the NCL Star because she is a Mexican citizen and did not have a Canadian visa.

When I purchased the tickets I was asked from what country our passports were from and then I was instructed to type in the passport numbers. After typing in that my wife’s passport was from Mexico, why was I not asked to type in her Canadian visa number? Why was I not sent an email informing me that she needed a Canadian visa? Instead we were just turned away at the cruise port along with many others that were uninformed that a Canadian visa was needed.

The lady that was there checking people’s documentation could not have been more rude if she tried. She had short hair and was probably in her mid-50’s. She told me right in front of my wife and many other people that were waiting in line to board the ship “Sir, you can go on the cruise, but your wife will have to stay behind in Seattle.” My wife then began to cry. She actually cried for 3 days. I asked this lady if I could speak with her supervisor and she returned with security. I could not believe how we were being treated.

I spoke with the concierge and he told me this happens every week. How can a huge company like NCL not have a proper procedure for informing people that they need a Canadian visa? This really blows my mind. Our vacation was ruined. We love cruising on NCL and this was to be our first trip to Alaska.

I am seeking full compensation of money spent on airfare to Seattle and the cruise itself. Money spent was approximately $3,000. Please allow me this amount in compensation for a future NCL cruise and I will consider this issue resolved. This is your chance for damage control. Please do the right thing. The internet is a powerful tool. I will be eagerly awaiting your response.

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At this point, 15 days later, I have still not received a response. I feel ripped off and I will not let up until this matter is taken care of.

I will add that my wife has a U.S. Visa and we flew into Vancouver around 2 years ago and there were no issues. I understand that this is a fairly new policy, but how can a huge company like NCL allow something like this to happen?

I was emailed several spa promotions amongst other things from NCL and so was my wife, but not one email that said the Mexican citizen will need a Canadian passport. I know this happens on every cruise. You should have seen all the children and families crying after NCL crushed their vacation.

To top it off. I have received another email from NCL asking how I enjoyed my cruise. I am sure that one is automated, but geez.

Please, if you are not a U.S. or Canadian citizen and you are cruising to Alaska then get yourself a Canadian visa. I don't wish what happened to my wife and I upon anyone.

[scalise12]

Oh Yea NCL, Again no customer service and follow through, It's a shame but don't count on your money back or a exchange for a future Cruise.

My partner and I have been experiencing in the past 4 yrs the rudeness on NCL, I have come to the conclusion that the Upper Management are making the employes of NCL are upset with HQ, or their training to deal with the public needs a over haul or HR needs to screen Job Applicants better.

NCL, Had one of the best service around when you took a cruise with them.

NCL is doing a real good job on self destruction, ever since the arrival on the NCL Epic their is more focus on this ship than the others in the Fleet.

WE can't wait for our last Cruise in November on NCL, I have one of my best friend who works for NCL! We keep telling him we won't book till NCL improves to the service they once had!!

But you are right about Visa information being passed on who book a Cruise on any Cruise Lines. I'm sorry to read this mishap you and your family encountered.

scalise12

[rogue]

I'm sorry, but I have to respond the way I really feel. If you read the brochures and literature given by all of the cruise companies, it says that it is your responsibility to get any and all visas needed for the cruise. Nobody can't truthfully expect that a cruise company, or any company can keep up with all of the international regulations on visas between countries. Every country in the world has agreements with every other country as far as the need for visas. Read the back of the any of the cruise brochures and it will tell you that it is your responsibility to get the visas as well as well as any inoculations needed. It is written in plain language and very understandable.

To expect any cruise company to keep up with all of the visa regulations is, in my opinion, unreasonable, and I think people should learn to take some responsibility for themselves. Certainly , there are cruiselines that may be more helpful than others, but that still does not take away your personal responsibility.

[scalise12]

Howard, I do agree to a point with you, We just booked Australia & New Zealand Cruise on Princess and just before are confirmation the Rep from Princess kindly offer a reminder to check on Visa requirements for traveling to these two country's due to the fact of all the changes, it's give and take here yes we are responsive to ourselves, A good customer service person and going over the booking will go a long way. I'm from the old school; and still believe politeness and respect goes a long ways..

I wish you a Good Day. No arguments here and I do agree with you!

scalise12

[rogue]

I just went to the NCL website, and in less than one minute found that their site does state in plain language that since July 2009, Mexican citizens traveling to Canada need to have a visa. I'm sorry, but sometimes there is a need to do some research or yourself. This would have been alleviated if a good TA was used.

[DebbieandJerry]

Good points all around. If I read between the lines of the original post, I think the lack of customer service by NCL is a big complaint by the poster.

And, yes. We all need to take responsibility to make sure that all of our documents are current and appropriate.

[hazelson]

A great reminder to do your homewor - if you do it yourself you know its done right :o)