Recurrent themes, embarkation & disembarkation

[PaulaJK]

I had always considered Regent to have excellent embarkations and disembarkations, at least until our luggage debacle of New Years 2008/9. Over the last few months however, there have been several negative postings. The issues seem to fall into several categories:

1.Pax originated...those pax who self-determindly [not called by color] walked off w. their luggage in tow, causing a slow down or stoppage by the longshoremen...and more recently, those pax who did not report to US immigration so the ship could not be cleared.

2.Pier side issues w. embarkation [e.g. FLL] which will need to be corrected.

3.Some people have complained about the lack of sensible organizing of the colors for disembarkation. [You need to check your color but the organization needs to be there also.]

4.Slow loading and off loading of luggage w various longshoremen problems.

Most of these issues would seem to be easily fixable so that Regent can return to its A rating in these services. However, since the word 'longshoremen' keeps repeating I am wondering whether the longshoremen in general have become more difficult or whether Regent & the longshoremen are at odds.

[Travelcat2]

We have yet to have an embarkation or disembarkation that was not close to perfect. However, it seems that many of these issues occur in the U.S. (Ft. Lauderdale & San Diego for example). I wonder if it has something to do with their union?

Some problems could be eliminated if Regent gave guests something with their "color" on it -- to be shown when they disembark. Even as I write this, it sounds wrong. . . why can't adults pay attention to simple instructions? Perhaps an announcement can be made reminding passengers that their luggage will not be available until their color is called.

For embarkation -- a simple numbering system should work.

[Wendy The Wanderer]

This is a good analysis, Paula.

There is definitely a lack of control on the part of the ship, of the passengers. This is partly the same attitude that pervades the service--don't upset the passengers, even if they are in the wrong (cf. dress code violations, chair hogging.) In fact no one has a color card that they keep, if they don't wish, so they can say whatever they like--no control at all.

They give you a color for disembarkation, but don't stop folks from queue-jumping. Of course, they color system is a bit crude, and I believe sometimes arbitrary, so they could do better there.

Funny you mention immigration issues--on our latest, the CD finally announced someone by name and cabin number over the PA to force them to come down and report before the entire ship could be cleared in San Juan.

[RachelG]

We have never had a embarkation or disembarkation that wasn't close to perfect either. But all the problems seem to occur in the US. We have never embarked or disembarked in the US.
If people are carrying all their own luggage off the ship, it should not make any difference as to when they disembark as this would not involve any longshoremen.

[mikeIam]

This is a good analysis, Paula.

Funny you mention immigration issues--on our latest, the CD finally announced someone by name and cabin number over the PA to force them to come down and report before the entire ship could be cleared in San Juan.

On the FLL-San Diego cruise first we had several announcements informing everyone that all non-US citizens had to pick up their passports and have an interview with Immigration authorities. Then we had several specific announcements for individuals, some even repeated. Regent had announced earlier that they would be calling people by deck number to go for their passports. At the beginning, the announcements were made on one on the TC channels and in the public spaces, not in the cabins. Since we were already waiting in the Constellation theater when they started reminding people they had to pick up passports, and then specifically naming people and suite numbers, I do not know if these announcements were also made in the suites. Perhaps, in the future, Regent should ignore the sleeping passengers and start making the announcements ship-wide at a time when everyone should be awake if their are to clear their suite at the required time.

[hondorner]

I related our embarkation experience on January 13 in fort Lauderdale on another thread, but perhaps I may be granted the privilege of those with white hair, who are allowed to repeat their stories...

We were dropped off at the port by our daughter-in-law, and a porter immediately took charge of our luggage. Because there was no airline involved to lowe our luggage, we did not even bother with carry on, but checked it all through. We arrived just a few minutes past Noon.

Entering the terminal at berth 21, immediately in front of the parking garage, we were escorted past the check-in windows, up an excalator to a waiting room that appeared to be ordinarily used by larger ships where boarding takes place at that level. There were rows of comfortable seats in sectons. We were escorted to seats in order of our arrival.

Within a few minutes, one of the guides indicated to two of the rows in one section (approximately 15 couples) that they could proceed to check-in. Every few minutes yeat another group was advised to proceed. Within 20 minutes, our group, perhaps the 8th such group, was escorted a few feet to a "down" excalator that ended right at the check-in counter. There were at least four rows to the counter, with no more than 3 or 4 couples to a row. The wait was minimal, there was no crowding, there was no line jumping or pushing, and the whole process was painless. We were aboard within 4four or five more minutes.

This appeared to be one of the busiest times, with many passengers arriving at the same time. Only those who arrived before Noon may have waited a bit longer, but they should have known not toarrive too early.

I cannot see how it could have been improved.

[msmillie]

I would like to tell you about our embarkation story and it did not happen in the United States and longshoremen were not part of this cast of characters. We began our vacation on a Regent Air Business Class flight from San Francisco to Sydney; we knew we had Regent transfers so we would be taken care of when we got there. We arrived in Sydney around 8:30 am. After flying 14 hours we picked up our luggage and sailed through customs and immigration. Wow! Although we were tired everything was going very well.

We walked toward the airport exit and spotted a Regent escort with that recognizable Regent sign. She pointed to a holding area and that’s what it was, a holding area. We waited standing for forty minutes to an hour until we had all the Regent passengers. When we had all of the passengers in the holding area we continued to wait; now we were waiting for the coaches. The Regent escorts did not appear to know where the coaches would be parked, but in a manner of speaking led the 40 or so happy cruisers to the coaches about two blocks away.

The coach driver loaded the luggage onto the coach and there was a lot of it, and we took our seats. It was now around 10:00 am and instead of a transfer to the ship or a hotel we were told that we were going on an unexpected tour of Sydney. Our first stop was the world famous Bondi Beach; dazzling blue waters, Mediterranean climate and we were in our San Francisco cold winter clothes. Our guide told us to enjoy the beach, get an ice cream at the restaurant, (they take US currency) and use the restroom facilities. The restroom facilities were similar to beach restroom facilities that were around when I was a child, rather rough. After approximately a half hour, everyone returned to the coach on time and we continued the Sydney tour. As an aside, we had a similar tour of Sydney the next day as one of our “free” excursions.

We arrived at the cruise terminal about 1:00 pm and met with a very long line. Those passengers who did not have Regent transfers and several other Regent coaches were ahead of us in line. We completed the required immigration departure forms while we stood in line for another 40 minutes to an hour in the hot sun, no shade. We boarded the Mariner a little before 2:00 pm. By that time we were really tired, so instead of accepting the glass of sparkling wine we went to our stateroom.

[BGSS]

We arrived in auckland early about 8 am, Dec 2, 2009 for the mariner. We took the mariner transfer, a coach, into the city and were dropped at a hotel where a large room with large tables and chairs and were provided with tea, coffee, juice etc. We remained there for about 2-hours. Then, we were loaded into coaches again and taken to the ship. Since all morning arrivals were at the hotel, we all got to the port at the same time. We then stood in line for 2 full hours. About an hour into the wait Regent passed out some bottled water. After the wait, passport control picture ID taken, ID swiped to enter the ship, we walked in the direction pointed out to us. There was no one there. No one to tell us which door to enter, no one to offer a glass of champange, no one to tell us if we could go to the suite now(we have been on enough cruises to know that the answer is later), no one to tell us how to get to our suite, no one to tell us where lunch was being served. No One.

Before arrival in LA we received our colored tags and a letter stating that we would leave the ship around 8:10 am and we should be in the showroom at that time for the calling of colors. Very specific instructions. However, at 6:30 am, the cruise director boomed his harsh voice over the PA system in the suites demanding that we go to the showroom now, immediately, without any previous warning. We did so and stood in line for immigration. When we approached the desk, still not fully awake, the officer scanned through my passport and the first words that the officier spoke were: "What did you do in Egypt"? Understand that this cruise was from New Zealand. But I was awake enough to remember that there was an an Egypt stamp from a previous year in my passport. I replyed that I saw the pyramids and that seemed to satisfy him He then asked if the people were friendly, and I said yes. This seemed to surprise him. After being stamped in I turned to my partner and said "Welcome to the USA."

Our color had not been called by 8:30, so we just left on our own. Picked up the luggage on the dock and left. Regent has a lot of work to do.

[Bfson]

BGSS makes it seem like the delay in boarding in Auckland was caused by Regent. We were on that same cruise and in that same line. But the delay was caused by the Australian Immigration staff who only sent 3 officers to handle the ship (and one just seemed to stand and watch the other two) They were slow and the problem was compounded by their oh so slow computers. Regent became aware of the problem, brought cases of water, and staff to handle the lines (this was at a bit after 12 noon) Had we come at 3pm, as we should have, there was no longer a line.

Once on board we checked in and were directed to our cabin by Regent staff.

[turtlemichael]

BGSS makes it seem like the delay in boarding in Auckland was caused by Regent. We were on that same cruise and in that same line. But the delay was caused by the Australian Immigration staff who only sent 3 officers to handle the ship (and one just seemed to stand and watch the other two) They were slow and the problem was compounded by their oh so slow computers. Regent became aware of the problem, brought cases of water, and staff to handle the lines (this was at a bit after 12 noon) Had we come at 3pm, as we should have, there was no longer a line.

Once on board we checked in and were directed to our cabin by Regent staff.

Actually New Zealand Immigration staff, Bob, but we'll forgive you :)

[msmillie]

Bfson, I do not know if the following was in effect when you and BGSS boarded in Auckland New Zealnd, but the current Regent Website states under ALL INCLUSIVE VALUE: "Embarkation at noon and lunch onboard the first day of the cruise." BGSS did say,"we were loaded into coaches again and taken to the ship." So, did BGSS have a choice of arrival time at the port?

[PaulaJK]

Rache,
In late 2009 there were some posts about some pax who carried their own luggage off, I think before colors had begun to be called .....and somehow
the long shoremen responded with a work stoppage. This caused a disembarkation delay for many others. I was not on that cruise and I certainly can't explain the mechanism at work here. Perhaps those who oriiginally posted could clarify.

I realize that no cruise line can control immigration services [although I am certain that they all work very hard to be cooperative,etc]...but I am concerned that Regent who has always had excellent E/D procedures, seems to be experiencing a lot of problems lately. Some issues such as better ground control [e.g. FLL] and checking color tags upon disembarkation sound as tho they can easily be impleented. I jseem to keep reading 'longshoremen' in the posts and wonder what others think about it.

[old grump]

That was on the Rio- FLL segment. The longshore folks had a deal with Regent to offtake the luggage in the order Regent wanted, i.e according to the color code. Some of the cruisers( quite a few), decided to leave on their own,went off the ship and demanded their luggage which wasn't off the ship yet. P.O. the longshore folks who then made everyone wait until all the luggage was off. At least thats what I was told.

[BGSS]

BGSS makes it seem like the delay in boarding in Auckland was caused by Regent. We were on that same cruise and in that same line. But the delay was caused by the Australian Immigration staff who only sent 3 officers to handle the ship (and one just seemed to stand and watch the other two) They were slow and the problem was compounded by their oh so slow computers. Regent became aware of the problem, brought cases of water, and staff to handle the lines (this was at a bit after 12 noon) Had we come at 3pm, as we should have, there was no longer a line.

Once on board we checked in and were directed to our cabin by Regent staff.


I don't understand why we we should have come later when we were following Regents directions and using their transfers. Where would we go for three hours? And then walk in the rain to the dock with our carry-ons? Get a taxi when we paid for transfers?

The problem was caused by Regent--they dropped hundreds of passengers at check-in at the same time. The three officers probably could have managed the situation if the arrivals had been spread over time.

I should add that when there was no one to meet us, we did find our cabin and we left our hand luggage there. When we were leaving, a man came out of the cabin next door who said that no one had met him also and he had found his cabin on his own. He said he had boarded about a half hour before us. So the no greet was not a one time occurrence.

[BGSS]

Bfson, I do not know if the following was in effect when you and BGSS boarded in Auckland New Zealnd, but the current Regent Website states under ALL INCLUSIVE VALUE: "Embarkation at noon and lunch onboard the first day of the cruise." BGSS did say,"we were loaded into coaches again and taken to the ship." So, did BGSS have a choice of arrival time at the port?


We did not have a choice since we were on Regents transfers and followed their directions.

[turtlemichael]

I don't understand why we we should have come later when we were following Regents directions and using their transfers. Where would we go for three hours? And then walk in the rain to the dock with our carry-ons? Get a taxi when we paid for transfers?

The problem was caused by Regent--they dropped hundreds of passengers at check-in at the same time. The three officers probably could have managed the situation if the arrivals had been spread over time.

I should add that when there was no one to meet us, we did find our cabin and we left our hand luggage there. When we were leaving, a man came out of the cabin next door who said that no one had met him also and he had found his cabin on his own. He said he had boarded about a half hour before us. So the no greet was not a one time occurrence.

BGSS. I was on the same cruise and experienced the same inconvenience in getting onto the ship. However, I put most of the blame onto the NZ authorities rather than Regent. In the end, it was no big deal for me and certainly didn't affect my enjoyment of this wonderful cruise.

A couple of points if I may? While Regent brought most of you to the Immigration Hall at the same time, do you think some people would have minded if they had been told that they'd have to wait an hour or so before heading off? I suspect that might have been a problem in itself.

Second, you say that no one escorted you to your suite but you left your hand luggage there. I held on to my hand luggage until the announcement was made that suites were ready. Further, I was given a glass of "champagne" before Regent took my photo etc and everything about the procedure was explained to me. No worse, no better than any other embarkation I've had.

To my mind the problem was entirely due to the inadequacy of the Immigration facilities - the lack of staffing, the small building with minimal seating. It appeared designed for smaller numbers than were trying to use it. I guess I could blame Regent for picking Auckland as an embarkation point but I think that would be stretching it. As I said, for me all up it was no biggie.

[Bfson]

My apologies for the inadvertent slur against the Aussie authorities (g) It was the New Zealand bureaucrats who did us in.

[turtlemichael]

My apologies for the inadvertent slur against the Aussie authorities (g) It was the New Zealand bureaucrats who did us in.

Apology accepted on behalf of all Australians! When we take over New Zealand you'll be accurate :)

[SanFranCruizer]

I was also on this cruise, and when we arrived there was only 1 immigration officer. Eventually, there were 2. I guess from reading here they eventually had 3. But these were officers of NZ not Regent.

When my partner and I boarded, we were offered sparkling wine and we said we preferred champagne proper. We were joking but the guy called someone over and sent them to get us champagne. And the guy found us in line checking in and handed us 2 glasses of champagne. I was completely shocked.

The disembarkation was bad, but not particularly worse than others I have encountered. It sure beat the hell that was awaiting us at LAX.

[BGSS]

I was also on this cruise, and when we arrived there was only 1 immigration officer. Eventually, there were 2. I guess from reading here they eventually had 3. But these were officers of NZ not Regent.

When my partner and I boarded, we were offered sparkling wine and we said we preferred champagne proper. We were joking but the guy called someone over and sent them to get us champagne. And the guy found us in line checking in and handed us 2 glasses of champagne. I was completely shocked.

The disembarkation was bad, but not particularly worse than others I have encountered. It sure beat the hell that was awaiting us at LAX.


San Fran c: Some people have all the luck with service--This is our first request for service on the cruise: when we went up for lunch, we asked a waiter if we could get a beer. He replied "you have to get a bar waiter for that" and walked away. Not knowing which were bar waiters, I went to the pool bar and got beers and brought them back to the table.

I know the last statement is off topic, but I coundn't resist.

[SanFranCruizer]

San Fran c: Some people have all the luck with service--This is our first request for service on the cruise: when we went up for lunch, we asked a waiter if we could get a beer. He replied "you have to get a bar waiter for that" and walked away. Not knowing which were bar waiters, I went to the pool bar and got beers and brought them back to the table.

I know the last statement is off topic, but I coundn't resist.


Wow! You have bad luck with service.

[Wendy The Wanderer]

I hate it when they do that--i.e., "oh, I'm just a waiter, not a sommelier" stuff and walk away--that has happened to us several times, although we usually call them on it and complain, then we find a sommelier hovering over us quickly.

[Skeezics]

Reading with interest the chaos with the NZ to LA embark and debark this year. We were on the same cruise in 2008 and had the same experiences. Only two officals checking passports, long lines and confusion upon arriving in LA.

[countflorida]

TO turtlemichael: Be careful what you wish for, you'll regret it when it happens (comes true).

TO BGSS: Unfortunately, this is becoming typical rather than the exception. Read elsewhere that competition for staff/crew, with all the new ships coming on line, is fierce, and the luxury lines have to train new people on board. You would think that, with the rates Regent and the others charge, they would be able to pay rates that attract and retain sufficient staff. I do know that European staff has been complaining about the dollar-euro exchange rate, which has penalized them disproportionately for at least a couple of years.

[OrpingtonT]

TO BGSS: Unfortunately, this is becoming typical rather than the exception[/COLOR]


Is it really? That is not my experience. Though only cruising about once a year,(unlike the frequent cruisers on this board) I have found the staff to be always accommodating and they have never relied on the "that's not my job" excuse.

[Wendy The Wanderer]

Orpington, we're just once-a-year types (soon to be less), and as I said, this has definitely happened to us. Not too often, but 3 or 4 times overall.

[OrpingtonT]

Orpington, we're just once-a-year types (soon to be less), and as I said, this has definitely happened to us. Not too often, but 3 or 4 times overall.

Yes. We can only speak from our own experiences.

[Travelcat2]

Generally, when as ask a waiter for beer (or a cocktail), the serves sends the person over to our table to take the order. Only once did we experience that kind of rudeness (and we would have called them on it).

[RachelG]

I hate the "that's not my job" excuse anywhere. It is specifically forbidden in my office--totally unacceptable.
But fortunately I haven't encountered it on Regent. On the pool deck at lunch, the answer was always "I'll send someone right over to take your order." We had to wait a few minutes a couple of times, but if we wanted faster drinks, we could have walked the few steps over to the bar.
If someone gave me the "not in my job description" line, I would definitely be reporting it as I do not think that is the image Regent wants to project.

[hondorner]

We have NOT experienced anything like this. Several times -- make that dozens of times -- on this cruise, we have asked the nearest staff person for whatever it is that enters our head -- and they have passed the message on to the proper person every time, usually within seconds. There are plenty of people, and they all want to please. It is true -- not everyone is trained to do every job -- there is a reason there are drink waiters, table waiters, bus boys, etc. and it is to be expected they cannot do each others' jobs. It is entirely reasonable that we should not know the difference, and they should pass the message to one another. The only reaason I can conceive for that not happening is that the waiter is as new as the passenger.

Please note, I am NOT a "cheerleader" for Regent; this is my first Regent cruise.

[turtlemichael]

We have NOT experienced anything like this. Several times -- make that dozens of times -- on this cruise, we have asked the nearest staff person for whatever it is that enters our head -- and they have passed the message on to the proper person every time, usually within seconds. There are plenty of people, and they all want to please. It is true -- not everyone is trained to do every job -- there is a reason there are drink waiters, table waiters, bus boys, etc. and it is to be expected they cannot do each others' jobs. It is entirely reasonable that we should not know the difference, and they should pass the message to one another. The only reaason I can conceive for that not happening is that the waiter is as new as the passenger.

Please note, I am NOT a "cheerleader" for Regent; this is my first Regent cruise.

Horndoner, 99% of the bad things I read on this board haven't happened to me! I guess some of us are just lucky :)