pelago

We love travelling, all for the same reasons. Like alot of people on cruise critic - children have grown up and now spending time travelling but also want a bit of luxury.

Just seems you are scammed in developing nations for wanting that - River boat companies who think that they can provide the glitz but no security/systems behind. Pirates seeing the lack of systems as an opportunity to rob us - usually thinking would be, 'they have insurance - they can afford it'? Even having to pay money to go to a toilet in a restaurant you are dining in.

There is a point where you say enough is enough. I am all for helping developing communities become sustainable but I can't keep my wallet open, ready to be taken for a ride.

I know Australia is an expensive place to get to for most travellers. Every time I get on the Qantas plane (especially this time) - I realise how lucky I am to live in the 'lucky country'.

All points quite true. Like most insurances - you always get caught on the exclusions. Makes you wonder why you have it? For our insurance - if the money was not on our person then we are not covered - the money was in our safe - that is not insured....madness.

We have previously conducted consulting work in the Congo and Zambia - we took out Medical and Security insurance through 'Global Rescue'. We did not think that we would need it for personal holidays. One thing for sure - if we had them in place at the time, we could have accessed the 'extraction' service. I will never go with any other insurance policy AGAIN, that doesn't include the 'security' assistance - sign of the times.

We have been robbed in Vietnam (last year) aswell - you think you become smarter each time something happens....how far do you go before you just give up traveling. We have an amazing natural rainforest in Australia - Daintree (alot safer than the Amazon!).

That's another point in itself - our insurance company is requiring that we claim through the river cruise company first before we lodge a claim through our own (if required). We are still waiting further instructions from the river cruise company.

Also a point to note - no formal police report or report number has been provided to me - makes it very difficult to start our own claim without that?

At this point, I am raising awareness and getting back what I am rightfully owed - once I have that then I will go further in relation to emergency and security (or lack of) ie. other social media sites.

Unfortunately in developing nations - they are just not up to our Countries (expected) safety and security standards. As an example, yesterday at the Olympic Village (Australian accommodation) - a fire started but as the smoke detectors did not work/go off and raise the alarm, there was a delay in evacuating. Nobody got hurt - but it could have been quite serious.

Like alot of you - you read posts on Social Media sites but not necessarily post anything. When I arrived back from the Amazon, I was so angry with how a company can get away with a lack of duty of care. The only way I could make a statement to an organisation that thinks they can get away with it, is to use social media.

Not only were they complacent and lacking in security and safety measures but they also wanted me to wait 30 - 60 days for even the refund of the cruise fee?? When I booked direct with Delfin, they did not have the facility to pay by credit card (this was the first alarm bell - as a business owner, with credit card facility - you do not get that option unless they consider you credit worthy). If I had paid by credit card, I could have used the 'Charge Back' option. Chargeback covers services or goods that have been paid for but not supplied - i could have got a refund within 48 hours. As this was not an option, I was in the hands of Delfin.

The incident happened over two weeks ago - the refund of all cruise fees should have already happened by now! This company is not a large organisation and we are not talking about alot of passengers to organise refunds ie. 30 people. I have been in contact with a few of the Avalon and other guests (booked through other tour agencies) last week and they are all waiting for the refund.

Within less than a week, I have raised awareness through every social media site that I can. I also emailed directly through Linkedin to the CEO of Delfin (one day ago). I have provided information towards further articles. TODAY, I have now received an email from Delfin, refunding my cruise fare of $US7,600. Unfortunately being patient and not persisting gets you no where.

I am still waiting for any compensation for stolen goods and money.

I really want to thank you. I actively put comments on Trip Advisor to help other travelers with information on what to expect at hotels etc - so I do appreciate that Cruise Critic is important to ask questions about tipping and general questions but sometimes, when tour organisations do not do the right thing - somebody needs to speak out. You all have the choice now (based on more 'qualified' information) - I did not.

There were about 20 out of the 32 guests that were on the Avalon Package tour and Avalon have said they will look after them. I have to deal directly with Delfin - to date, they have not pro-actively contacted me. I have had to contact their CEO through Linkedin, to try and get at least as a minimum - my refund of my cruise fee?

We had an amazing time in Peru and like most societies (even Australia) unfortunately, there are low life that will want to take things, because they feel they deserve it - at any cost. I organised 3 weeks in Chile/Peru - as an independent traveler, every part of MY planned details went perfect. Where I left 3 days up to an organisation (that supposedly were specialists in that area) - that was were it went wrong! I travel extensively around the world for business and leisure and I am certainly not naive on threats out there!

No matter how many I times I ask the questions about how their security measures could be broken within - I get no answers. Link below is to a photo of the metal door that is 'supposedly' closed at 6.30pm - one of the passengers managed to keep their ipad and took this photo - DIRECTLY after the incident (when it started to become light) - you make your own mind up....there are lots more photos like this on the web!

PICTURE OF METAL 'LOCKED'???? DOOR??

my aim of keeping this going is exactly that - they can not sweep it under the carpet....I ask that you share the Facebook post from the Cruise Passenger Facebook page.

As I have always said, having accurate information is important so that you you can make informed decisions.

Just a comment on one of the posts - you should be aware of, it is more or less impossible to prosecute this organisation, as they are based in Lima, Peru. The incident with the Costa Concordia is a classic example.

Here is the latest article - http://www.cruisepassenger.com.au/trip-lifetime-turns-terror/

While some reviewers may think that these comments are coming just from me - here are two more links to other guests - who are getting no answers and communication:

https://www.tripadvisor.com.au/ShowUserReviews-g294311-d554060-r393558703-Amazon_River-Peru.html

https://www.tripadvisor.com.au/ShowUserReviews-g294311-d554060-r393657990-Amazon_River-Peru.html#REVIEWS

I would suggest you check out the photos of the 'security measures' they have in place - open doors, easy access to ladders.

As per all my other comments - PR spin is great but doesn't make me feel better!

Avalon, I have not mentioned your organisation - what information you provide your customers, has nothing to do with me. My contract for travel was directly with the river boat organisation.

You can put all the PR spin you like - there is still no feedback about how safes were opened the night before and left open (ready for easy access), why were doors that were supposedly locked at 6.30pm open at 3.30am (no forced entry), no emergency preparedness, lack of direction and emergency response and lack of assistance immediately after the incident (not 4 hours later)!

Only when emergencies occur, you get to test the plans - there was no plans for river pirates. We certainly were not told about them? I presume now Avalon (based on the DFATs advice), you will tell prospective travellers about River Pirates? Not really sure what pressure lasers will do? 8/10 Pirates managed to lock 26 crew members in a cage in the hold (information provided directly to me by crew)? Also comments from the local police stated that they could not provide surveillance to all river boats ie. over 6,000km of river and limited resources.

Avalon, maybe you should get feedback (and put on this forum) from your cruise passengers, who experienced the hijacking - would they have such glowing reviews? I wonder if the last guests on the boat realised the gravity and terror of the the previous guests sleeping in those cabins!

One of your guests has already put their comments on TripAdvisor and Cruise Passenger - maybe you would like to put their comments on your Facebook page - maybe not?

Unfortunately, I do not think so - competition/profits vs security? If you saw the river pirate information on the glossy/corporate travel website - would you still book on the cruise? Today, Cruise Passenger website will be publishing our FULL article on what was and wasn't in place.

Getting attacked by River Pirates is a serious but unfortunate accident ie. unplanned. Tour companies not having anything in place (based on a known risk ie. pirates) is unforgivable. The River Pirates only managed to get on board and do what they did based on NO processes in place - this is the part that could have been planned. Based on the last serious incidents on other river boat cruises in the same area - they had two plain clothed police onboard - the article stated that they did not use their guns at the time of the attack, because they did not want to make the incident worse? You can't just rely on guns - there should be a lot more in place than just guns?

Regardless of whether the incident happened in the Amazon or any river - all passengers should ask the questions about safety and security before making a decision to book. I have yet to see any private company selling tours or cruises advertise risks - why would they, when there is so much competition??

One good point of just 4 days of lobbying about more information on security risks - the Australian Department of Foreign Affairs have now updated their security risks - direct quote:

"River pirates operate on tributaries of the Amazon, and foreigners, including Australians have been assaulted in attacks on boats. You should ask your tour company about the security arrangements they have in place."

No tour operator should keep this information from you - with the information, you decide, if it is for you. I was not provided with that choice!

TravelerThom - you can't even understand what I am going through! My reply was in relation to - I do not need a lecture on how to use an ATM and the fact that my mother-in-law who also had 'heirlooms' rings (not to the value of $8000) on her fingers because they have not come off in 20 years due to arthritis in her hands/fingers. The robbers were considering breaking or cutting off a 77 year olds fingers to get them. Hind site is a wonderful thing - isn't it!!

This is an example of a cruise operators systematic duty of care emergency and security planning -

https://lifeincamelot.wordpress.com/2012/07/31/the-perils-of-pancakes-and-pirates-or-dont-walk-the-plank-with-a-full-tummy/

Whilst this is for sea cruises - no difference for river boats....even more precautions should be put into place...

Another passenger provides their experience....

http://www.cruisepassenger.com.au/two-revolvers-shoved-face-cruise-passengers-pirate-terror/

TravelerThom - read my reply in relation to the quote!

Just in case you thought that the river boat cruise company had an emergency risk management plan - refer to the link

http://www.travelweekly.com/River-Cruising/Delfin-Amazon-Cruises-employs-armed-guards-after-robbery

Remember, this is a company that is plastered all over every glossy international travel magazine. If the 'metal security doors' are locked at 6.30pm - how did the pirates enter at 3.30am - must have been Houdini?

None of the measures suggested will help if the enemy is within? There is alot more in risk and emergency planning that just sticking armed guards onboard. If you refer to the last pirate attack in the Amazon - armed guards didn't stop them!

I would just like to stress that Avalon are NOT the cruise operators - Delfin are the cruise owners and operators. Avalon purchased space for its cruise passengers but not all of the tourists were with Avalon - we were not?

Regardless of whether you booked direct or through Avalon - we are ALL claiming refunds direct with Delfin.

I used to be a Tour Manager for Globus Gateway Cosmos and I know the risk assessment process that we would need to conduct on each operator before we engaged them. I hold a Masters in Security, Risk and Safety - if I was undertaking an operator risk assessment on this organisation prior to engagement then I would not have used them (based on what I saw first hand)!

Quite agree - no matter how much is taken - the lack of duty of care and due diligence ie. risk planning and contingency by cruise boat operators is crucial. My heart goes out to the families from the previous incident.

One thing we all thought was very odd - we were given a diamond window glass cutter in our room to break the window - now I know why....based on the couple that died on the boat from the fire. A window glass cutter is certainly not going to help you for an armed robbery....mmm window glass cutter versus gun??

On speaking to the cruise company this morning about our refund and claims - they also said that the information about having prior knowledge about the piracy threat provided by the police to the cruise boat company was a lie.....once again, make your own mind up?

$10,000 in total doesn't state CASH. In relation to the heirloom - like my mother-in-law, some older people have bad arthritis and can not get rings off - unless crew who assisted robbers got soap and pulled it off their fingers! My mother-in-law has two gold/plain bands on her fingers from her mother - she can't get those off - unless you cut her fingers/break them.

TravelerThom - don't know where you are getting your information from? Where is the $8,000 heirloom coming from? Think you are a bit confused by different posts online. I am quite aware what an ATM is - we only had $600 US and $500 Soles on us...so once again not sure why I need a lecture on how much money I need?

Maybe, as you are doing your research, you missed this - people who hijacked the boat are called PIRATES - official name - 'Piratas del Rio'. They are not like robin hood - give to the poor and needy - they keep it for themselves and drugs.

The pirates came in and knew exactly where certain items where - including that our safe was open (the prongs of the safe were locked in the fully extended position - so we would not have been able to reset/close again). Why was it open - leave that to you.

Please note - all my comments are designed to do, is to make travelers more aware of risks and maybe lack of contingencies available in the event of an incident. Having ACCURATE (not here say) information, will allow you to make your own decision, as to whether this is the right trip for you. We have been on plenty of sea cruises and about 3 river boat cruises. We will do the sea cruises again but never river boat - unfortunately, you don't know what an operator has or not in place to help you - until it really matters. You can say this will never happen to me but I said that aswell!

As per my post on our pirate attack on the Amazon - check the safety, emergency and security on board prior to booking. These are floating palaces in poverty stricken areas - you have no where to go if an incident occurs. River boat cruises are easier to board than sea cruising.

We were considering a similar trip with Sanctuary Irrawaddy River Cruise but no way will I be putting myself in that situation again.

The emergency duress ie. GPRS was switched off during the hijack. The boat company was informed of a suspected attack one week prior - they did nothing about it. The police were not informed until nearly 2 hours after the armed robbery. I am so angry at their lack of duty of care and due diligence.

The senior police came on board 20 minutes before we were about to leave. We were told that if we wanted to make a statement that we would miss the last flight out of Iquitos. What do you think our decision was??

Avalon are not the cruise boat owners - Delfin are. Sadly, it seems that everything has been swept under the rug and business as per usual.

I will continue these posts to ensure that doesn't happen - it shouldn't have happened to us?