Trouble in San Juan

[Vegas_Vegas]

We have just returned from a lovely cruise in the Southern Caribbean, which started in San Juan, we love this port and decided to stay over because of travel delays at San Juan airport last time around (Southern Caribbean via Barbados, this time we did the Aruba trip). However, this whole trip has been marred by two incidents in San Juan.

First of all, on disembarkation Royal Caribbean use a huge holding area to store the entire passenger’s luggage, my Partners’ bag was not there. We spent 2 hours looking for it, the staff were blasé about it, and in the end we decided that we could not take their disinterest any longer and filled in a baggage claim form. We discovered there were loads of people in the same situation. I really don’t know why Royal do this type of disembarking and not just call people down when their bags are ready as they do from Miami or simply let people walk off with their bags if they want to – we had requested this but was told it was not possible.

We managed to have a lovely stay over in San Juan and would recommend the Conrad San Juan Condado hotel, beautiful hotel, very clean and it has recently been remodelled. Later the day of our disembarkation we tried to contact Royal Caribbean to see if the bag had been found and we couldn’t even get a reply on the telephone. The following day we did get through but still no sign of the bag.

This morning we arrived at American Airlines in San Juan, we decided to er on the side of caution since we had already lost a lot of our presents and mementos of the holiday and put one of my two check-in bags to be wrapped and paid the $9 and paid for this to be done right after it had been screened by the agricultural x-ray. The bag was wrapped on the concourse, in blue film. However, when I received my bag back it was obvious it had been opened, but not by customs as they had not put a note in the bag or on the outside and the bag now had a small amount of white film, instead of the heavy duty blue film that I had paid for. On top of this, it was obvious it had been opened in San Juan by a thief as my bling costume jewellery, which I had tucked away in the middle of my bag, within another bag was now sitting right on the the top of my case as I opened it up. They must have thought I had packed real jewellery in my luggage. However they did still steal various other mementos and presents and duty free perfumes etc., that could not be put into the hand luggage due to size and customs and security screening. Now I know why you US traveller take as much as possible on the aircrafts with you!

We now have lost most of our good memories from our holiday. This kind of thing cannot be done by just one person, there has to be other people involved as the costume jewellery was obviously picked up by the x-ray machine and there is more than one person involved in that process and this behaviour needs to be stamped out and I am taking the complaint further once I have got over the trauma.

If my bag had been opened by customs, I could take that, as it has happened to me before, but they put a form in the case and mark the case so you know they have been in it and they are doing their job, but stealing like this by other security personnel is unacceptable.

This has left us with a nasty feeling about San Juan which we have always loved travelling to before, but last year we travelled on the other southern Caribbean cruise and again my partners’ bag never appeared after getting on an American Airlines flight.

We are in the process of putting in complaints but want to warn you fellow travellers to think carefully before you consider travelling through San Juan and if you want to see those beautiful southern Caribbean islands, perhaps make sure that you insist (as I will be in the future), or walking your bags off the cruise liner and also taking everything of value out of any check-in bags too!

Finally, on looking on this website today I have seen that someone had all of their belongings stolen from their car whilst they were in the Sizzler at the weekend - I'm not sure where the link is but do please think about this before staying and travelling through San Juan.

[wpas]

Sorry to hear that you had this happen, but it can and does happen everywhere. My sister had some new clothes(tags still on them) stolen from a flight departing in FL. I know it's frustrating and makes one mad, but it can happen anywhere.

[Bakincakes]

I've been hearing more and more stories like this about San Juan.

[aruvqan]

My husband spent 20 years in the US Navy in the sub fleet, and has been to PR more times than he can count. As long as he has been going there, they have been warned that PR has one of the highest crime rates for pilfering and mugging of all the Caribbean ports that they regularly stopped at. There are actually lists of areas in the island where sailors are essentially forbidden to go because it simply is not safe, there are lists of areas where they are required to go in small groups. It may be an American territory, however do not confuse it with an American state, the economy there is still fairly depressed.

On that note ... I am glad you enjoyed your trip, and I do hope that you eventually get what luggage you can back!

[imsulin]

Why are so many new posters complaining about San Juan?

[cb at sea]

I'm sorry about the loss of your purchases, but truly, the memories of you trip will be with you all the time! No one can take your good memories away!

[Aviator of the Seas]

"Why are so many new posters complaining about San Juan?"

I think it is the Miami/Ft. Lauderdale/Port Canaveral Axis of Evil agents spreading misinformation and trying to discourage people from cruising out of San Juan and set on killing Southern Caribbean itineraries so cruisers buy more of their boring Western Caribbean cruises.

/conspiracytheory

[Aviator of the Seas]

Originally Posted by aruvqan

My husband spent 20 years in the US Navy in the sub fleet, and has been to PR more times than he can count. As long as he has been going there, they have been warned that PR has one of the highest crime rates for pilfering and mugging of all the Caribbean ports that they regularly stopped at. There are actually lists of areas in the island where sailors are essentially forbidden to go because it simply is not safe, there are lists of areas where they are required to go in small groups. It may be an American territory, however do not confuse it with an American state, the economy there is still fairly depressed.

On that note ... I am glad you enjoyed your trip, and I do hope that you eventually get what luggage you can back!

Wait a second there. The Navy had a huge P-O-L-I-T-I-C-A-L problem in Puerto Rico until they closed the Vieques range and Rosey Roads NS. I am retired from the military so I was obviously in the pro-Navy camp, but many people here weren't and that's why sailors ran into trouble here. It was not because of a crime problem.

That's water under the bridge now and you shouldn't be confusing two very separate issues.

[Romy40]

I too had trouble at the San Juan airport. I put my large purse into the scanner and walked through the portal. I was asked to "step aside" for more scanning with a wanding device. I said, "What about my purse?" and was told to "STEP OVER NOW!" I did so. It took them several minutes to wand me (finding nothing), and I was then free to collect my purse. Well, it never came out of the x-ray machine. I asked about it, and was told they did not have it. I insisted that they did, and surprise - they pulled it out from underneath the person sitting at the machine. I was so glad they found it, I didn't check inside until we were about to board the plane - - yep, $100 cash gone. I doubt I could have gotten any satisfaction even if I noticed the missing money right away. I have read where you should never let your bag out of your sight, but the security personnel were VERY insistent, and you don't want to mess with them.

[Aviator of the Seas]

Originally Posted by Romy40

I too had trouble at the San Juan airport. I put my large purse into the scanner and walked through the portal. I was asked to "step aside" for more scanning with a wanding device. I said, "What about my purse?" and was told to "STEP OVER NOW!" I did so. It took them several minutes to wand me (finding nothing), and I was then free to collect my purse. Well, it never came out of the x-ray machine. I asked about it, and was told they did not have it. I insisted that they did, and surprise - they pulled it out from underneath the person sitting at the machine. I was so glad they found it, I didn't check inside until we were about to board the plane - - yep, $100 cash gone. I doubt I could have gotten any satisfaction even if I noticed the missing money right away. I have read where you should never let your bag out of your sight, but the security personnel were VERY insistent, and you don't want to mess with them.

I'll give you the benefit of the doubt and believe your story. But you're not mentioning that the security personnel who screen bags in the San Juan airport belong to the Transportation Security Administration of the UNITED STATES Department of Homeland Security, since Puerto Rico is a Territory of the United States. Yes, the same people who screen luggage in JFK, LAX, DFW, MIA, etc. These are federal employees.

Did you file a complaint with the Inspector General of the FEDERAL Transportation Security Administration?

[cusyl]

That's just awful, and I just read another thread about some's rental car near the port having the windows broken and their luggage and electronics stolen. Think we will just stay on the ship this time, or at least stay in the area of the ship.

[imsulin]

Originally Posted by Aviator of the Seas

"Why are so many new posters complaining about San Juan?"

I think it is the Miami/Ft. Lauderdale/Port Canaveral Axis of Evil agents spreading misinformation and trying to discourage people from cruising out of San Juan and set on killing Southern Caribbean itineraries so cruisers buy more of their boring Western Caribbean cruises.

/conspiracytheory

Ha ha! The San Juan naysayers are certainly doing a good job of dissuading potential cruisers from embarking from or visiting there. I'm sure the various cruise lines love this. I prefer the Eastern (except for St. Thomas) because of the private islands. The Western itin. is boring to me, but newer cruisers seem to like it. Actually, I do get off the ship at Cozumel and enjoy going to one of the local beaches.

[G'ma]

It's never a good idea to put valuables in checked luggage under the best of circumstances.

Hopefully, you kept your receipts and your trip insurance will reimburse you for any missing items.

[Vegas_Vegas]

Thanks for your message below. I will certainly contact Federal Transportation Security, unfortunately I was in transit to the UK until mid-day today and nobody at UK Heathrow airport is from the US border authority. Any idea how I can contact them, apart from googling them? I am certainly taking this further as I am the one that loves the southern caribbean ports and would love to do the barbados route again, and as we found such a cool hotel in San Juan thought we were all set up to do the two routes alternately for the next few years. Any info on the agency would be appreciated as I am going to take this all the way. Nobody is above the law and I expect a full investigation that's why I was trying to get the ball rolling with American Airlines and Royal Caribbean, unfortunately RCC seem very slow and American Airlines do not take any complaints without them being put in writing via post (don't accept faxes, seem that they want to deter complaints being instigated). This little lot will be my task for tomorrow morning. But thanks for the suggestion about the border authority, are they they ones that do the x-raying? As if the opened the bag, they certainly didn't put in any note to that effect (as they have done when they opened my bag on a previous occasion). Thanks for your response.

Originally Posted by Aviator of the Seas

I'll give you the benefit of the doubt and believe your story. But you're not mentioning that the security personnel who screen bags in the San Juan airport belong to the Transportation Security Administration of the UNITED STATES Department of Homeland Security, since Puerto Rico is a Territory of the United States. Yes, the same people who screen luggage in JFK, LAX, DFW, MIA, etc. These are federal employees.

Did you file a complaint with the Inspector General of the FEDERAL Transportation Security Administration?

[Vegas_Vegas]

Originally Posted by cb at sea

I'm sorry about the loss of your purchases, but truly, the memories of you trip will be with you all the time! No one can take your good memories away!

We certainly had a great time on the AOS, and booked up for the Oasis while on board so at least I have something to work towards. Thank you for your comments

[Vegas_Vegas]

Originally Posted by aruvqan

My husband spent 20 years in the US Navy in the sub fleet, and has been to PR more times than he can count. As long as he has been going there, they have been warned that PR has one of the highest crime rates for pilfering and mugging of all the Caribbean ports that they regularly stopped at. There are actually lists of areas in the island where sailors are essentially forbidden to go because it simply is not safe, there are lists of areas where they are required to go in small groups. It may be an American territory, however do not confuse it with an American state, the economy there is still fairly depressed.

On that note ... I am glad you enjoyed your trip, and I do hope that you eventually get what luggage you can back!

Thanks, I certainly hope we get some resolution - we also encountered plain clothes officers on Sunday afternoon telling us not to walk around the rear of the bus terminal when we were going back to our hotel from shopping around old San Juan. They were sitting on a wall eating some lunch and helpfully pointed us in the right direction. You certainly have a point about the economy being bad, and it seems that the police that we saw were trying to keep us safe which, at the very least is comforting. We live in inner city London so its certainly not safe here, but to be honest the police on the street is not the issue, in fact it was quite comforting to see them around and keeping things as safe as possible. I'm more concerned about Royal Caribbean's lack of security at the luggage area of the port where anyone could have picked up the luggage or changed the luggage labels when they were in the hall prior to being collected the night before and also about American Airlines luggage record. I was told by a rep at the airport yesterday that they have a very poor luggage transportation record and more worring is that they don't take any initial enquiries over the telephone as "we would be inundated with complaints". I don't think that was a very good thing to tell a customer!

[cruznjan]

Originally Posted by Aviator of the Seas

I'll give you the benefit of the doubt and believe your story. But you're not mentioning that the security personnel who screen bags in the San Juan airport belong to the Transportation Security Administration of the UNITED STATES Department of Homeland Security, since Puerto Rico is a Territory of the United States. Yes, the same people who screen luggage in JFK, LAX, DFW, MIA, etc. These are federal employees.

Did you file a complaint with the Inspector General of the FEDERAL Transportation Security Administration?

We had problems with TSA personnel stealing at our airport in Greensboro. Federal employees can be theives, too.

[not2old]

I was not surprised to hear that the op's purse was "lost" under the seat of a TSA agent @ security! The worst part of flying is dealing with these people! Before 9/11 most of the people were probably working in a burger joint! They think they are ultra important because our government has led them to believe this. They are rude and know they can get away with it! Twice we have had items removed from our carry ons that should have been allowed, 1.5oz plastic bottle Febreeze ("it might be flammable) and tiny 0.5oz plastic bottle of Afrin in my purse. "This needs to be in a quart plastic bag, I need to remove it" We have seen them remove shampoo, suntan products, lotion,etc from people and not discard, the items were dropped in bags beside their chairs or under the counter. You will never get me to believe that these items are not taken home @ the end of their shift for personal use! It's sad that the American public has to be intimidated by this group!

[Aviator of the Seas]

Originally Posted by Vegas_Vegas

Thanks for your message below. I will certainly contact Federal Transportation Security, unfortunately I was in transit to the UK until mid-day today and nobody at UK Heathrow airport is from the US border authority. Any idea how I can contact them, apart from googling them? I am certainly taking this further as I am the one that loves the southern caribbean ports and would love to do the barbados route again, and as we found such a cool hotel in San Juan thought we were all set up to do the two routes alternately for the next few years. Any info on the agency would be appreciated as I am going to take this all the way. Nobody is above the law and I expect a full investigation that's why I was trying to get the ball rolling with American Airlines and Royal Caribbean, unfortunately RCC seem very slow and American Airlines do not take any complaints without them being put in writing via post (don't accept faxes, seem that they want to deter complaints being instigated). This little lot will be my task for tomorrow morning. But thanks for the suggestion about the border authority, are they they ones that do the x-raying? As if the opened the bag, they certainly didn't put in any note to that effect (as they have done when they opened my bag on a previous occasion). Thanks for your response.

http://www.tsa.gov/travelers/customer/claims/index.shtm

[Aviator of the Seas]

"border authority, are they they ones that do the x-raying? As if the opened the bag, they certainly didn't put in any note to that effect (as they have done when they opened my bag on a previous occasion). Thanks for your response"

To answer this specific question, there's a three part answer:

1. The initial inspection of checked luggage (agricultural) is conducted by the United States Department of Agriculture. They try to stop certain tropical fruits and plants deemed unsafe for mainland crops from being smuggled into the United States proper.

2. Passengers and carry on luggage are checked by the Transportation Security Administration (TSA), United States Department of Homeland Security.

3. Further inspection of checked luggage and cargo may be conducted in the ramp and cargo holds of aircraft by the TSA, or the United States Drug Enforcement Administration, or the United States Customs and Border Protection Agency.