KUDOS to NCL "Lost and Found" (11/26/11 Epic) !!!

(My apologies in advance, as I am somewhat long winded...!)

We were on the 11/26/11 sailing of the Epic. Usually it's just the two of us, but this time we brought along our sons (19 and 24) along with a girlfriend and another friend of theirs who was visiting from Canada.

The two of us have a routine we've developed over 60+ cruises, and it extends to debark and luggage pick-up. Typically we will have the porter haul out our suitcases (we travel somewhat heavy) to the parking garage and right to our vehicle. This trip was a bit different...

I had booked a few extra cabins for my office staff so that they could enjoy this FANTASTIC ship that we had sailed on earlier this year. Since it was basically 6 of us (immediate party) we enjoyed many dinners and activities together - right up to debarkation (well, who really enjoys that... ;) )! All 6 of us came down in my vehicle which left no space for our 9 suitcases. For that I "employed" one of my employees to drop by our house (2.5 hours from the port) to shuttle our luggage down there for us. The same would occur for the trip back. Therefore, during debarkation, we had the porter take our suitcases outside of the terminal, and to the curb - and waited for her to come around and load up...

Well, the place was a ZOO. Perhaps that is always the case, but being that we always bypass that area and go straight to the parking garage, I had never really witnessed it firsthand. I soon realized that where we were waiting was ground zero for cabs and shuttles. Private vehicles who parked there were sternly corrected by the cops in the area. I did not want to be part of that "fun", so I decided to have everyone help move our luggage and carry off stuff across the road - in front of a warehouse that was not a hectic area, and we could easily load up there without drawing the wrath of those in uniform -- though I fully understand why they do what they do, or else the place would end up with fist fights!!

Fast forward 10+ minutes: the pick-up pulls around the corner, and we get all the stuff loaded. Wait, perhaps it is not ALL the stuff. Cheryl notes that her two carry on/off bags are not there. With that I quickly headed back over to the area where we had been dropped off and started to search in vain for our personal items. Had this included more mundane things such as dirty laundry, I would not have been as concerned. Instead it included everything you would put in a safe in your cabin (cash/jewelry) along with electronics (Kindle Fire, Laptop, Canon Camera...) and designer shoes/boots, medications... you get the idea. Basically the "value" of those missing bags was significantly more than the cost of the cruise, and we were in a Haven Villa. :eek:

Cheryl, now feeling as if she was going to be sick, and I realized that the most likely scenario was that we failed to move over those items when we relocated for pick-up and that either someone took advantage of that oversight OR, with all the chaos, it was grabbed by a taxi or shuttle driver and mistakenly loaded up and was on its way to the airport or someplace. It had been one of our sons who was pulling along these two bags (it should have been one of us) off the ship and through customs. I asked him if he was sure he had them when we passed customs and out of the building. He indicated that he was sure. Now, IF someone had taken advantage of that chaos out there, we could pretty much kiss our stuff goodbye. So, we were hoping that someone picked it up in error, and would realize this soon enough.

We had the local police come and started filling out a report. Things like this apparently happen with some frequency (not sure how often) and the vibe I was getting was not a positive one. Needless to say, our trip back home was WAY different than the one on the way down. I mean, debarkation is never a "happy" event. Even after having a great cruise, there was a MAJOR dark cloud over us.

I could not contact NCL Lost & Found or the customer service people at the port until Monday morning - so that period from Saturday morning until Monday was filled with the realization of what errors we had made, where our priorities were, and where they shouldn't be. Aware that these were only material items which were misplaced, and that none of us had been injured. It was not like a loss from a natural disaster or fire. We were framing things correctly, and counting our lucky stars. The main sadness was from the loss of a couple of rings which I had given to Cheryl over the last 25+ years. Not the loss of the value, but the sentimental component.

The customer service # for the port was first on my list at 8 AM. I called to speak to the manager, who was not in yet. NCL Lost & Found was not open until 9 AM. I went ahead and drafted a letter (email) to the manager at the port along with attached images of the missing luggage. 9 AM rolls around and I called NCL. They were attentive and understanding - I think that they would have been equally helpful had it been a suitcase of clothes or our items, though I made them aware of what was in those bags and the approximate value. She put in a call while I was on hold over to their warehouse. No word yet, but she promised they would get back to me. This was a long morning...

I then received a call from the manager of the (customer service dept) at the port. He was calling from his cell phone, and the call was breaking up. He stated that he was told that our bags may have been located. I asked him to repeat what he had said - party because I could not fully understand him, and partly out of disbelief! He stated again that they found two bags matching the description of ours. I inquired about contents. He stated that he was not entirely sure, but that cash was mentioned as being in there. Not yet knowing for sure that these were our bags, and not sure about the rest of the contents, I was still VERY much hopeful now - something I had not felt for a couple of days. I let Cheryl know, who was equally moved by the news.

About 30 minutes later I received a call from Michelle at NCL (Lost & Found) who stated that they had our bags at their corporate headquarters in a secure area. An inventory had not been taken, but after listing a few items which were located, I felt pretty sure that all was well. If someone was going to take something, the first thing that would have been gone would be a (bank bound) stack of 100's!

We made arrangements to be back in Miami the next morning (I need some frequent driver miles here...). We arrived at their HQ right at 8:30 and checked in with security. Shortly thereafter Michelle came down with our two missing carry on pieces. We were VERY thrilled. I had asked Michelle the day prior about how/where they were found - specifically asking if it was another guest or shuttle driver or someone who turned the items back in. If it was someone outside the company or port, I wanted to thank them personally. I was not able to determine if they were actually turned in by someone, or found on location. Nonetheless, we were happy campers! I had hoped to see Kevin Sheehan walk by, as I wanted to commend him on the noticeable improvement with the wings in "his" restaurant (O'Sheehan's) since our sailing in February, but he was nowhere to be seen! ;) On that note, I was pleased to see that they changed from what appeared to be a BAKED BBQ style wing previously to a more traditional FRIED BUFFALO wing on this trip!! :D

We realize that this was a close call. A "warning shot" if you will. We have already made changes to our packing protocols and with regard to cash and valuables. Some things are much better left in secure locations (safe and/or safety deposit box), rather than following us around!

LESSON LEARNED

Much thanks to those at the port and NCL for helping us reunite with our lost stuff so quickly! We have only "discovered" NCL in the last year or so, but continue to be impressed! Our next cruise is on the Eclipse next month (REALLY looking forward to the SMOKE FREE casino), but then back on NCL for our first Alaska trip next summer!

Tom

cc:Kevin Sheehan !

Man, you ARE long winded. :D

Man, you ARE long winded. :D

But at least you can read quickly!! ;)

Tom

Thats a great Christmas season story.

Its wonderfull to hear of the honest people that still walk this earth.

:)

Tom,

Are you descended from Tolstoy?

Happy Christmas!

Wow, what an amazing story!! So glad you got all of your things!!

Didn't bother reading that but, I will say this about that. Left my 65th anniversary edition of a Zippo lighter at a check in tray. A commorative lighter bought by my wife in 1997. Very special to me. Got it back once we set sail.

aww! what a great ending!

Dear Tom,

Thanks for posting this. We are glad everything worked out well for you and we were able to recover your valuables.

This is just another reason why I am so proud of this company. It's the honest and integrity of our crew and shoreside team members.

We hope you and your family will sail with us again soon.

Regards,

Kevin Sheehan

BTW, I was in the office at 7:30 am this morning. You should have given me a call!

Dear Tom,

Thanks for posting this. We are glad everything worked out well for you and we were able to recover your valuables.

 

This is just another reason why I am so proud of this company. It's the honest and integrity of our crew and shoreside team members.

 

We hope you and your family will sail with us again soon.

 

Regards,

Kevin Sheehan

 

BTW, I was in the office at 7:30 am this morning. You should have given me a call!

And thanks for the personal response. That is another PLUS factor that I see with NCL on these boards. On several threads I have seen someone from your company chime in to answer questions and/or address issues (something I have never seen on the Carnival boards). Additionally, NCL goes way beyond what other lines do with regard to Cruise Critic Meet-n-Greets. Ours on the Epic a week ago Sunday was well attended by the officers. On dozens and dozens that I have put together over many Carnival sailings, saying you are somehow associated with Cruise Critic is like the kiss of death. Only once or twice has anyone from the ship (other than bartenders) showed up to meet with our group - and that was the Cruise Director on the Freedom a couple of years ago. NEVER has the HD, Captain, Chef, (etc..) made an appearance. By doing this, NCL shows how they value their guests!

Thanks again,

Tom

How cool of a response was that? Wow.

Dear Tom,

Thanks for posting this. We are glad everything worked out well for you and we were able to recover your valuables.

 

This is just another reason why I am so proud of this company. It's the honest and integrity of our crew and shoreside team members.

 

We hope you and your family will sail with us again soon.

 

Regards,

Kevin Sheehan

 

BTW, I was in the office at 7:30 am this morning. You should have given me a call!

How great is that response. That goes a long way in speaking to the overall quality of the product/company, in my book. Impressive.

And thanks for the personal response. That is another PLUS factor that I see with NCL on these boards. On several threads I have seen someone from your company chime in to answer questions and/or address issues (something I have never seen on the Carnival boards). Additionally, NCL goes way beyond what other lines do with regard to Cruise Critic Meet-n-Greets. Ours on the Epic a week ago Sunday was well attended by the officers. On dozens and dozens that I have put together over many Carnival sailings, saying you are somehow associated with Cruise Critic is like the kiss of death. Only once or twice has anyone from the ship (other than bartenders) showed up to meet with our group - and that was the Cruise Director on the Freedom a couple of years ago. NEVER has the HD, Captain, Chef, (etc..) made an appearance. By doing this, NCL shows how they value their guests!

 

Thanks again,

 

Tom

Good for NCL.

Dear Tom,

Thanks for posting this. We are glad everything worked out well for you and we were able to recover your valuables.

 

This is just another reason why I am so proud of this company. It's the honest and integrity of our crew and shoreside team members.

 

We hope you and your family will sail with us again soon.

 

Regards,

Kevin Sheehan

 

BTW, I was in the office at 7:30 am this morning. You should have given me a call!

What a great ending:) and a nice reply from Mr.Sheehan..!..

I have always been impressed with NCL's staff...onboard and at the pier..

Great story and thanks to NCL and Tom and Cheryal and so glad you got it all back.

I messed up just on my passport and case getting off with all my stuff on my last cruise..the Paradise..the shore people were real sweet..it was sitting where I set it but had 10 minutes of terror running back from the van and my now ensconced luggage...there it was sitting on another suitcase...you just get so frazzled...and that private info so important...plus..the passsport case i have had since 20 in Europe..sentimental too..glad i have a fellow long winded CC member LOL and also some changed protocol..next big trip i have a silly around my neck thing for that stuff,,,Sarah

This is an awesome story! And super kudos to NCL!

What a wonderful story Tom and I am glad you posted it here and copied to Kevin.

I had a similar experience on Carnival (before I found NCL) wherein, we were in our cabin and I was searching for a lost earring in the safe but instead found a 3 carat diamond ring. I took it straight to Lost and Found and got a note at home a week or so later. To find my earring, they had to disassemble the safe :) Happy Holidays :)

What a wonderful story Tom and I am glad you posted it here and copied to Kevin.

I had a similar experience on Carnival (before I found NCL) wherein, we were in our cabin and I was searching for a lost earring in the safe but instead found a 3 carat diamond ring. I took it straight to Lost and Found and got a note at home a week or so later. To find my earring, they had to disassemble the safe :) Happy Holidays :)

Good deal! :)

I always totally check out a safe prior to using it... that after once finding a $5 casino chip in there. I must admit, I did not turn that in, but rather donated it back to the cruise line! :o

Tom

But at least you can read quickly!! ;)

 

Tom

I appreciate long winded, as I am as well...Great story!!!

Michelle at NCL Lost and Found is an angel.

I do not say this lightly.

There hasn't been a day since she personally orchestrated the return of a sentimentally priceless item that I have not thanked my lucky stars for her.

Someday I will write my story!

I am glad that Tom's story turned out well, also!

Great story, glad it ended well.:D

I Love a happy ending !!! :D

Way to go NCL & to Kevin for running a great company with a great product!

I read this entire thread out loud to my mother. We loved it. Particularly since we are both people who seem to find things, wallets, credit cards, ATM cards, money, etc. Just last month I got off the elevator at work and saw something on the floor in the lobby. It was a month long transit card. The concierge was able to view where I picked it up and rewind the film and find who dropped it. When they tracked her down through a co-worker she said she was shocked anyone would turn it in. I am glad the person who found your bags did. I like to think most people are honest and caring.

Pretty cool about Kevin Sheehan posting here. Loved it.

(My apologies in advance, as I am somewhat long winded...!)

 

We were on the 11/26/11 sailing of the Epic. Usually it's just the two of us, but this time we brought along our sons (19 and 24) along with a girlfriend and another friend of theirs who was visiting from Canada.

 

The two of us have a routine we've developed over 60+ cruises, and it extends to debark and luggage pick-up. Typically we will have the porter haul out our suitcases (we travel somewhat heavy) to the parking garage and right to our vehicle. This trip was a bit different...

 

I had booked a few extra cabins for my office staff so that they could enjoy this FANTASTIC ship that we had sailed on earlier this year. Since it was basically 6 of us (immediate party) we enjoyed many dinners and activities together - right up to debarkation (well, who really enjoys that... ;) )! All 6 of us came down in my vehicle which left no space for our 9 suitcases. For that I "employed" one of my employees to drop by our house (2.5 hours from the port) to shuttle our luggage down there for us. The same would occur for the trip back. Therefore, during debarkation, we had the porter take our suitcases outside of the terminal, and to the curb - and waited for her to come around and load up...

 

Well, the place was a ZOO. Perhaps that is always the case, but being that we always bypass that area and go straight to the parking garage, I had never really witnessed it firsthand. I soon realized that where we were waiting was ground zero for cabs and shuttles. Private vehicles who parked there were sternly corrected by the cops in the area. I did not want to be part of that "fun", so I decided to have everyone help move our luggage and carry off stuff across the road - in front of a warehouse that was not a hectic area, and we could easily load up there without drawing the wrath of those in uniform -- though I fully understand why they do what they do, or else the place would end up with fist fights!!

 

Fast forward 10+ minutes: the pick-up pulls around the corner, and we get all the stuff loaded. Wait, perhaps it is not ALL the stuff. Cheryl notes that her two carry on/off bags are not there. With that I quickly headed back over to the area where we had been dropped off and started to search in vain for our personal items. Had this included more mundane things such as dirty laundry, I would not have been as concerned. Instead it included everything you would put in a safe in your cabin (cash/jewelry) along with electronics (Kindle Fire, Laptop, Canon Camera...) and designer shoes/boots, medications... you get the idea. Basically the "value" of those missing bags was significantly more than the cost of the cruise, and we were in a Haven Villa. :eek:

 

Cheryl, now feeling as if she was going to be sick, and I realized that the most likely scenario was that we failed to move over those items when we relocated for pick-up and that either someone took advantage of that oversight OR, with all the chaos, it was grabbed by a taxi or shuttle driver and mistakenly loaded up and was on its way to the airport or someplace. It had been one of our sons who was pulling along these two bags (it should have been one of us) off the ship and through customs. I asked him if he was sure he had them when we passed customs and out of the building. He indicated that he was sure. Now, IF someone had taken advantage of that chaos out there, we could pretty much kiss our stuff goodbye. So, we were hoping that someone picked it up in error, and would realize this soon enough.

 

We had the local police come and started filling out a report. Things like this apparently happen with some frequency (not sure how often) and the vibe I was getting was not a positive one. Needless to say, our trip back home was WAY different than the one on the way down. I mean, debarkation is never a "happy" event. Even after having a great cruise, there was a MAJOR dark cloud over us.

 

I could not contact NCL Lost & Found or the customer service people at the port until Monday morning - so that period from Saturday morning until Monday was filled with the realization of what errors we had made, where our priorities were, and where they shouldn't be. Aware that these were only material items which were misplaced, and that none of us had been injured. It was not like a loss from a natural disaster or fire. We were framing things correctly, and counting our lucky stars. The main sadness was from the loss of a couple of rings which I had given to Cheryl over the last 25+ years. Not the loss of the value, but the sentimental component.

 

The customer service # for the port was first on my list at 8 AM. I called to speak to the manager, who was not in yet. NCL Lost & Found was not open until 9 AM. I went ahead and drafted a letter (email) to the manager at the port along with attached images of the missing luggage. 9 AM rolls around and I called NCL. They were attentive and understanding - I think that they would have been equally helpful had it been a suitcase of clothes or our items, though I made them aware of what was in those bags and the approximate value. She put in a call while I was on hold over to their warehouse. No word yet, but she promised they would get back to me. This was a long morning...

 

I then received a call from the manager of the (customer service dept) at the port. He was calling from his cell phone, and the call was breaking up. He stated that he was told that our bags may have been located. I asked him to repeat what he had said - party because I could not fully understand him, and partly out of disbelief! He stated again that they found two bags matching the description of ours. I inquired about contents. He stated that he was not entirely sure, but that cash was mentioned as being in there. Not yet knowing for sure that these were our bags, and not sure about the rest of the contents, I was still VERY much hopeful now - something I had not felt for a couple of days. I let Cheryl know, who was equally moved by the news.

 

About 30 minutes later I received a call from Michelle at NCL (Lost & Found) who stated that they had our bags at their corporate headquarters in a secure area. An inventory had not been taken, but after listing a few items which were located, I felt pretty sure that all was well. If someone was going to take something, the first thing that would have been gone would be a (bank bound) stack of 100's!

 

We made arrangements to be back in Miami the next morning (I need some frequent driver miles here...). We arrived at their HQ right at 8:30 and checked in with security. Shortly thereafter Michelle came down with our two missing carry on pieces. We were VERY thrilled. I had asked Michelle the day prior about how/where they were found - specifically asking if it was another guest or shuttle driver or someone who turned the items back in. If it was someone outside the company or port, I wanted to thank them personally. I was not able to determine if they were actually turned in by someone, or found on location. Nonetheless, we were happy campers! I had hoped to see Kevin Sheehan walk by, as I wanted to commend him on the noticeable improvement with the wings in "his" restaurant (O'Sheehan's) since our sailing in February, but he was nowhere to be seen! ;) On that note, I was pleased to see that they changed from what appeared to be a BAKED BBQ style wing previously to a more traditional FRIED BUFFALO wing on this trip!! :D

 

We realize that this was a close call. A "warning shot" if you will. We have already made changes to our packing protocols and with regard to cash and valuables. Some things are much better left in secure locations (safe and/or safety deposit box), rather than following us around!

 

LESSON LEARNED

 

Much thanks to those at the port and NCL for helping us reunite with our lost stuff so quickly! We have only "discovered" NCL in the last year or so, but continue to be impressed! Our next cruise is on the Eclipse next month (REALLY looking forward to the SMOKE FREE casino), but then back on NCL for our first Alaska trip next summer!

 

Tom

 

cc:Kevin Sheehan !

Yep, too long winded for me:eek: