Carnival Cruise ship leaves with family's luggage, dialysis machine

[Jason]

This story has made it's way onto the South FL tv news stations. Do you think Carnival handled this appropriately? Let's hear your comments!

MIAMI - A South Florida woman says she and her family were escorted off a Carnival Cruise ship after the cruise line could not find her daughter's dialysis machine.

Lillian Hensley, her disabled daughter, her son and her daughter-in-law were supposed to set sail for a five-day Carnival Cruise to Jamaica last weekend.

Christine, her daughter, requires nightly dialysis, and Hensley said she received clearance from Carnival to bring a portable dialysis machine onboard.

Shortly after checking in Saturday, Hensley said she got a call from the ship's staff saying they couldn't find their luggage or the machine.

When she told the person that her daughter could not live without dialysis, she said she was told to get off the ship.

"I said, 'Without everything? You're giving me like a death sentence for my daughter,'" Hensley said.

She said the cruise line did not offer an apology or explanation, but told her to take her daughter to the emergency room.

"They just escorted us off the ship," Hensley said.

The family was left in Miami as the ship sailed away with their dialysis machine and their luggage.

In a statement, Carnival said there were questions at the time on whether or not the dialysis machine had made it onboard: Given that it is imperative that Ms. Hensley have her dialysis equipment in order to sail, it was decided it would be in her best interest that she disembark the vessel.

On Monday, Hensley was still shaken by the experience.

"It felt like a nightmare," she said.

Carnival issued another statement, saying: Carnival Cruise Lines sincerely apologizes for this most unfortunate situation and is providing everyone in the Hensley party with a full refund of their cruise fare, as well as a credit for a future five-day cruise with Carnival.

Cameras were rolling as a representative from Carnival called Hensley.

"You're calling to make it right for me? How? How? The only thing that could have made it right for me was the return of all my daughter's medical equipment immediately when they pushed us off the ship," said Hensley.

By Post Newsweek / Local10.com

[sailingrose]

Wow! What a PR nightmare for Carnival. I don't understand why the dialysis machine wasn't carried aboard the ship by the family, or at least taken from them at the pier by the medical team on board. Of course I also understand that Carnival couldn't allow them to sail but they should have handled it differently from the beginning.

[coloradocruisers]

If they couldn't find the machine, and it was required, I can't see that they had many choices. It's a bad deal, but if they had somehow sailed without the machine the daughter would have been in grave trouble.

[jacketwatch]

Unfortunately it seems the luggage and the machine became lost and as she needed the machine the choice to have them disembark was correct. It's about her health. I also think the full refund and free future cruise is a good gesture. What I don,t know is how this news was given to them. I do think it should have been done with great regret. Also do we know if anything was ever found?

I do recall seeing an episode of "Airline" and a portable dialysis machine was shown as stored luggage, just like baggage.

[AndiD]

I agree that this all would be in how the news was delivered.... plus - did they drop their luggage at the ship...was it taken directly from a flight? How did all of their things get lost?

It certainly seems like there was not good communication or attempts to figure out what happened to their luggage since there is definitely bad feelings here. What a sad story!

[DebbieandJerry]

As I read the post, my mind said, "if this is so imperative and it's portable, why isn't it with these people the entire time?"

Pretty much shame on everyone.

[jacketwatch]

All luggage is subject to screening preboarding. I would think something this important could be screened right away and given to the passengers. Also what is the f/u? I assume they eventually found it.

[Shari2]

Sad that that had to happen. I agree that Carnival couldn't let them sail without the dialysis machine, but think Carnival handled it poorly. Also am wondering why the Hensley's didn't keep the machine with them at all times.

[hazelson]

I agree - if its important do not let it out of your sight.

My Cpap goes on the plane with me along with all the other "meds".