NCL Star sailing August 12-19/18, the 'jumper', NCL's response to my our "Case"

Re: Norwegian Star Voyage of 8/12/2018

 

Dear Mrs. Matheson:

 

Thank you for your recent inquiry and for choosing the Norwegian Star for your vacation at sea.

 

We are sorry to learn of the inconvenience you encountered due an emergency rescue mission on August 19, 2018, which resulted in the ship’s delayed arrival to Venice. As you know the safety and well-being of our guests and crew has always been our highest priority. We do understand that this was an unsettling situation and sincerely apologize for any distress you may have experienced. Regrettably, we are unable to offer any refund or compensation for additional costs incurred as a result of the delay. If you purchased travel insurance, we recommend that you file a claim directly with your carrier.

 

Thank you for this opportunity to respond to your concerns. We do value your business and hope to have the pleasure of welcoming you aboard in the near future.

Opps, I had a bunch of info before that excerpt from the letter!

 

When we arrived back from Venice following 24 hour delay and $5K in airfare, I jumped through the NCL hoops and opened a "Case" for Guests Relations to review. This is their response. I have responded back to them.

 

I asked for a detail of the time lines of the delay for our travel insurance claim, not a refund of the airfare and additional expenses we incurred as a result of the "JUMPER" on our sailing. I asked for some sort of goodwill gesture for our upcoming NCL Bliss cruise in October.

That sounds like a reasonable response. It seems if you have any claim at all it would be against the passenger who caused the delay ("the jumper"), rather than the cruise line, as the cruise line was not at fault for the delay.

It took NCL this long to reply with a standard vague cookie cutter response. NOT satisfied.

Just saw your second post in regards to requesting a time line of the delay. Hopefully that will be forthcoming, if not you can use published accounts of the rescue and delay to file your claim with your insurance.

Sometimes it is better to not be too specific on insurance claims. Read the fine print and use what they say they will cover. I remember chatting to a woman who was in Nairobi with a friend when the airport caught fire. She insisted the airline write her a letter to the effect that the flight was missed due to a fire at the airport. Her insurance denied her claim (3 extra days and flight costs to return home via South Africa); because it didn't cover 'fire'. Her friend read the policy and claimed 'denied entry to airport by police' which was also true. She won her claim.

Yes, agreed... need an account of the delay time lines, ie., supposed to dock at 8am, delayed, docked at 5pm. Don't really care why the delay, just that the cruise ship was delayed return to Venice. Thanks.

NCL is going to use what is written in the Guest Contract.....

 

© Itinerary Deviation: The Guest agrees that the Carrier has the sole discretion and liberty to direct the movements of the vessel, including the rights to: proceed without pilots and tow, and assist other vessels in all situations; deviate from the purchased voyage or the normal course for any purpose, including, without limitation, in the interest of Guests or of the vessel, or to save life or property; put in at any unscheduled or unadvertised port; cancel any scheduled call at any port for any reason and at any time before, during or after sailing of the vessel; omit, advance or delay landing at any scheduled or advertised port; return to port of embarkation or to any port previously visited if the Carrier deems it prudent to do so; substitute another vessel or port(s) of call without prior notice and without incurring any liability to the Guest on account thereof for any loss, damage or delay whatsoever, whether consequential or otherwise.

 

 

Some OBC, a free massage, a bottle of something inexpensive, or a free meal at Le Bistro is probably the best that you are going to get.

Two Wheels, as I mentioned, I did not request any return of airfare or incidental expenses; I just needed an official statement of the delay to support my travel insurance claim as they required it. I did request, as a goodwill gesture, "something" for our NCL Bliss MX Riviera cruise in October. *winks* maybe for them to cover the unlimited internet package at USD209 for one device! We had it on the NCL Star and it was worth its weight in gold when I was trying to find alternate flights back to Canada following our delayed arrival back to Venice!

Hi all

I have just joined this board as I was on board The Star when the lady jumped.

I have just been contacted by my Travel Insurance company and they are denying my claim ! To say I am devastated is an understatement. Apparently they believe that as the policy does not include someone going overboard leading to missing departure home it isn't covered.

 

I pointed out it doesn't exclude it either . The policy covers cruises so although it's not usual it's always possible.

Has anyone had a claim accepted ?

I did request, as a goodwill gesture, "something" for our NCL Bliss MX Riviera cruise in October. *winks* maybe for them to cover the unlimited internet package at USD209 for one device!

 

Hmmmm.....I don't know if NCL will give that much.....but there's no harm in asking.

 

"Chocolate covered strawberries.....final offer" - FDR :p

The cruise line doesn't have any liability here - sorry. You'd have a better chance getting a group together to sue "the jumper". - perhaps a class action?

Opps, I had a bunch of info before that excerpt from the letter!

 

When we arrived back from Venice following 24 hour delay and $5K in airfare, I jumped through the NCL hoops and opened a "Case" for Guests Relations to review. This is their response. I have responded back to them.

 

I asked for a detail of the time lines of the delay for our travel insurance claim, not a refund of the airfare and additional expenses we incurred as a result of the "JUMPER" on our sailing. I asked for some sort of goodwill gesture for our upcoming NCL Bliss cruise in October.

 

How about posting an unedited(except for name and address) copy of the letter that you sent to NCL? It would be fair since you posted their response. We can get a better idea of the tone and exactly what you were looking for?

The cruise line doesn't have any liability here - sorry. You'd have a better chance getting a group together to sue "the jumper". - perhaps a class action?

 

I don't think there is any inference herein to suggest the cruise line should be liable...

How about posting an unedited(except for name and address) copy of the letter that you sent to NCL? It would be fair since you posted their response. We can get a better idea of the tone and exactly what you were looking for?

 

Actually, it was not a letter. I had to open a 'case' over the NCL website and submit a narrative outlining my request and what I got back was a confirmation it was received and an anticipation of a response within 15 business days.

Actually, it was not a letter. I had to open a 'case' over the NCL website and submit a narrative outlining my request and what I got back was a confirmation it was received and an anticipation of a response within 15 business days.

 

 

You have no hard copy? Nothing to refer back to?

Hi all

I have just joined this board as I was on board The Star when the lady jumped.

I have just been contacted by my Travel Insurance company and they are denying my claim ! To say I am devastated is an understatement. Apparently they believe that as the policy does not include someone going overboard leading to missing departure home it isn't covered.

 

I pointed out it doesn't exclude it either . The policy covers cruises so although it's not usual it's always possible.

Has anyone had a claim accepted ?

 

Peggy, I have nothing but sympathy for you. I am shocked to hear of the way your insurance has responded. I was not on that ship, but I would have expected that your insurance, if it covered 'missed departure' would be covering the circumstances your family found themselves in.

 

It makes me think that all we should be insuring for is any major medical emergency (which until Brexit you are covered for in Europe anyway) and just keep our fingers crossed that engine breakdown, migrant rescue, volcanoes and drunks are not the reason for us missing our flights home.

Hi ollienbertsmum

Thank you so much for your kind response. I have of course appealed the decision today and asked to speak to a manager to explain why such an unexpected event completely out of our control cannot be covered in missed departures.she read out only what is covered i.e. Car breakdowns non way to airport , motorway hold up, plane delays . No mention in covered or excluded of incidents at sea yet it covers cruises ?

I await the call tomorrow.

Yes noted the majority of the policy is discussing medical emergencies and exclusions. Perhaps a cruise specialist dealing in Travel insurance would know the correct policy to take out, jumpers included !

Thanks again

Just as an FYI, there is Cruise/Travel insurance sub-forum on this site that has lots of useful information. Here is the link:

 

 

 

https://boards.cruisecritic.com/forumdisplay.php?f=635

Sad that the jumper caused all these problems. Not only did it inconvenience you and other cruisers, it greatly inconvenienced the cruise line. No doubt it was costly for cruisers, but also no doubt it was far more costly for the cruise line. The jumper is unlikely to compensate any of you.

 

Why would the cruise line make a good will gesture toward your future cruise? They did not act with ill will on this one...not toward the jumper...far as I know not toward you.

 

 

I am truly sorry that Your insurance company the company You selected that issued the policy that You selected is giving you difficulties. When I buy comprehensive travel insurance, I would expect it to cover such a delay, and I would be upset when it did not. Probable best to name said travel insurance company so the rest of can be forewarned about their policies; scapegoat the correct company on line.

 

 

Of course had you bought an air/sea/insurance package through the cruise line, then your beef would indeed be with the cruise line; as it is your real issue seems to be with your travel insurance company. If NCL did not it sell you that travel insurance, the travel insurance paperwork is your responsibility, not NCL’s. If your travel insurance company isn’t making the paperwork onerous, that is not NCL’s fault. If “delayed by jumper” etc is covered risk under your policy, that again, is not NCL’s fault.

 

I do not intend to sound callous. I am very sorry for the jumper. I am sorry you were inconvenienced and out cash too.

Edited September 5, 2018 by Starry Eyes

Opps, I had a bunch of info before that excerpt from the letter!

 

When we arrived back from Venice following 24 hour delay and $5K in airfare, I jumped through the NCL hoops and opened a "Case" for Guests Relations to review. This is their response. I have responded back to them.

 

I asked for a detail of the time lines of the delay for our travel insurance claim, not a refund of the airfare and additional expenses we incurred as a result of the "JUMPER" on our sailing. I asked for some sort of goodwill gesture for our upcoming NCL Bliss cruise in October.

Perhaps if you write a new letter (not opening another case, but just writing a letter) and leave out the part about some sort of goodwill gesture for your upcoming cruises (because obviously that is what they took from your letter) and just explain what you need for your insurance claim, I think you will be more successful. I wouldn't ask for every detail, just what time you were able to finally get to port and how many hours delayed was it. I would also look up the media's coverage of the jumper and add that with the other information to your insurance company.

 

BTW, you might also include with your new letter to NCL, a copy of your insurance policy and where they state what they need or a letter from them stating what they need to reimburse you.

Edited September 5, 2018 by NLH Arizona

Hi Colin Illinois

Thank you for the link to the travel insurance blog I shall have a good read .

Starry eyes I choose Post Office Travel insurance I am in the UK and hoped it would be comprehensive.

Thank you

I don't think there is any inference herein to suggest the cruise line should be liable...

 

 

 

Soooo you’re looking for a good will gesture on your future cruise because....?

 

 

Sent from my iPad using Forums

I thought posting the NCL response might be helpful, yet set myself up. Why are all message boards like this?

I thought posting the NCL response might be helpful, yet set myself up. Why are all message boards like this?

 

Helpful to whom and in what circumstance? You simply pasted a response to a query (that we can't view) that you submitted. You then stated you were unhappy with the fact that it was "cookie cutter", that it took longer than you thought it should have and you are "not satisfied".

 

If your query "asked for a detail of the time lines of the delay for our travel insurance claim" and they didn't then I understand you not being satisfied with that portion. However, in the response they did note the delayed arrival to Venice in their response. You have to acknowledge that they are probably dealing with thousands of requests regarding this issue. If you submitted on the 20th (the day after scheduled arrival) and the response was written on 9/5 and from the US (Labor Day) that is a 10 day response time.

 

What did you expect? The cruise line is not beholding to you to provide a "goodwill gesture for our upcoming NCL Bliss cruise in October." This incident was not their fault. They owe you nothing.

Edited September 5, 2018 by JennyB1977