NCL Customer Service

[fshagan]

Great information - from someone who has been in a similar situation and who has had to assist people in similar situations.

 

I've often wondered exactly what the US consul was there to do. We checked in at the consul office one time in MX when the drug issues escalated during one of our visits, just to make sure someone in the country knew we were there. The people in the office acted like we were crazy to check in, but I felt better with them knowing our plans - especially since we were driving.

 

I've been criticized here as a "paranoid American" because I register my trips with the State Department at https://travelregistration.state.gov/ibrs/ui/

 

Its easy to do, and you get email updates if anything is happening in the countries you are about to go visit. And, if something happens while you are in that country, the State Department knows you are in country. It's a good program that many countries have (even the guy from the country of my forefathers could taken advantage of his government's travel registration service).

[pattyfrann]

We are 86 and 87. We do not need our kids to travel with us and take care of us. We are not confused, incompetent or anything like that. I ,87, have booked a 20 day cruise on Princess. We are both veterans so we will get some OBC for that. Iwill book airline and hotel. We tell the family where we are going and leave all information with them. Both my husband and I are greatful for our excellent health. (except for a bad knee) Quit nattering on and on about the poor doddering senile old folks. Many of us do not fit that description.

[beachchick]

Although DH was not close to his parents -- we did have a situation with them many, many years ago. We recognized that DH's father was having memory problems -- but DH's mother said that he was just getting slow and she could handle it. Well -- she didn't. He took the car one evening to go and get something to eat. She went to bed. He got lost and a river boat captain found him sitting on the edge of the river bank with the car half in the water at 2 AM. That's when the police sat down with her, took the car keys away from both of them, notified the state to cancel both their driving licenses. She just stared at the police and said she could handle the situation and didn't need help from anyone. Total nightmare.

 

 

Why did they take her car keys and what was their justification for cancelling her license? She wasn't the one found in the middle of the night with the car half in the water. Did they have cause or did they just assume that because she didn't stop him, then she must be incompetent too? It sure sounds like she wasn't able to handle her husband's health situation and that it was a horrible time for all of you. But I still don't understand why she lost her license.

 

One other thing I'd like to mention from personal experience is that never assume your insurer will be able to pay the hospital for their service. I was injured in Nassau last year and had to be taken to hospital. Despite the fact that I had worldwide coverage and had a phone number that the hospital could contact to get payment, they would not work with the insurance company. I had to pay up front for my care and seek reimbursement. The hospital told me that they had been stiffed too many times in the past by insurance companies.

 

So even if you have coverage make sure you have the means at your disposal to pay for coverage initially. Luckily the charge for me was only $1500 so I was able to cover it until I got my money back. Had I needed to stay in the hospital for days or weeks then we would have had to work something out with the insurance company.

 

Yes, this is information that everyone should understand. It is standard practice worldwide. In the US, hospitals and other medical providers do not accept insurance plans from other countries. No medical provider who is not contracted with a specific insurance company is obligated or should even be expected to submit a claim through the insurance company. Worldwide coverage simply means that the insurer will cover whatever the contract says it will cover; it doesn't mean that medical providers have to file a claim and deal with the insurer. I can understand why a foreign hospital would not work with you on that. They are not contracted with your insurer.

 

We are 86 and 87. We do not need our kids to travel with us and take care of us. We are not confused, incompetent or anything like that. I ,87, have booked a 20 day cruise on Princess. We are both veterans so we will get some OBC for that. Iwill book airline and hotel. We tell the family where we are going and leave all information with them. Both my husband and I are greatful for our excellent health. (except for a bad knee) Quit nattering on and on about the poor doddering senile old folks. Many of us do not fit that description.

 

Exactly. My mother's best friend just celebrated her 90th birthday and she is very healthy both mentally and physically (except for the standard things that come with aging such as aching joints and less than perfect eyes). If anyone treated her like a child, she would very likely read that person the riot act.

 

beachchick

[sparks1093]

We are 86 and 87. We do not need our kids to travel with us and take care of us. We are not confused, incompetent or anything like that. I ,87, have booked a 20 day cruise on Princess. We are both veterans so we will get some OBC for that. Iwill book airline and hotel. We tell the family where we are going and leave all information with them. Both my husband and I are greatful for our excellent health. (except for a bad knee) Quit nattering on and on about the poor doddering senile old folks. Many of us do not fit that description.

 

As I've followed the thread I've wondered if anyone's responses would have been different if the parents had been 60 instead of 80.

[spacewoman]

So true Sparks

 

 

What it all boils down to was the Mom waited to contact her son--- If my Mom (72 and in better health than a 40 year old) had done this to me, I'd have a knee jerk response at first but then would be giving her holy HE$$ when she got home. You're in a foreign country where you don't speak the language, you don't know if they really love the tourists or look at them as a nice mugging target, etc., etc.

 

While this won't go away for quite some time, at least these people are home safe and sound. At the end of the day that's the only important aspect of this story.

 

Kathy

[spacewoman]

We are 86 and 87. We do not need our kids to travel with us and take care of us. We are not confused, incompetent or anything like that. I ,87, have booked a 20 day cruise on Princess. We are both veterans so we will get some OBC for that. Iwill book airline and hotel. We tell the family where we are going and leave all information with them. Both my husband and I are greatful for our excellent health. (except for a bad knee) Quit nattering on and on about the poor doddering senile old folks. Many of us do not fit that description.

 

 

And you're most likely a hell of a lot smarter than most of us!!!!

 

Enjoy your golden years!!!

[darrengs]

We are 86 and 87. We do not need our kids to travel with us and take care of us. We are not confused, incompetent or anything like that. I ,87, have booked a 20 day cruise on Princess. We are both veterans so we will get some OBC for that. Iwill book airline and hotel. We tell the family where we are going and leave all information with them. Both my husband and I are greatful for our excellent health. (except for a bad knee) Quit nattering on and on about the poor doddering senile old folks. Many of us do not fit that description.

 

BRAVO!! Nicely stated!

[PreciousCruiser]

When I was on a cruise in 1997 (however, not NCL) having dinner in the main dining room I was approached by a cruise ship employee telling me I had a phone call on the ships phone line. Wow, was I surprised! I had given the ships phone # to my next door neighbor for any emergency (the cruise line gave me the direct no. prior to the cruise). He used the no. to call and say my stepson at the time was having a party at my house and wanted to know if it was OK (and it was not OK! lol...). I was able to take the call, make it short and settle the problem. Even though this was not a real "Emergency", it was nice to know that I could be reached on the ship. I do not remember exactly where we were at the time I received the call, but it was not near a port. We were in the middle of the ocean.

 

So I find it very hard to believe that there is only email service on any cruise ship.... Especially with all the technology we have now...

 

To the OP: I can understand your concern and frustration. Sounds like you love them with all your heart. I am so glad your parents are now safe and sound. Cherish every moment you have with them. I did with mine!

 

And to pattyfrann: Sounds like you are truly enjoying your life... Your post put a smile on my face! Enjoy your 20 day cruise!!!!

[Mooder]

I've been criticized here as a "paranoid American" because I register my trips with the State Department at https://travelregistration.state.gov/ibrs/ui/

 

Its easy to do, and you get email updates if anything is happening in the countries you are about to go visit. And, if something happens while you are in that country, the State Department knows you are in country. It's a good program that many countries have (even the guy from the country of my forefathers could taken advantage of his government's travel registration service).

 

I don't think you are paranoid. I think it's smart. We do it too.

[halos]

Why was this considered an "emergency"? Getting a virus is nasty, it was being taken care and according to NCL very courteously, of but where is the "emergency"? There was inconvenience and stress of course, but emergency means life and death. No hint that was the case here. Calm down everyone and drop the pitch forks.

This type of virus is very much an emergency in someone that age, or in babies...which is why I shudder when people bring toddlers on cruises.

[halos]

I will share some experiences I have had with NCL and you can guess their honesty level:

 

1) We sailed Majesty to Bermuda. We were to leave St. Georges early in the morning because of high winds. We got up and went on deck to watch sailaway. The ropes were pulled in and the tug started escorting us--then we stopped and the ropes were retied. The tug left the area.

It was announced later we could not sail due to high winds. We were allowed to leave the ship for about an hour and they attempted sailaway every couple hours, allowing us again to leave short periods between attempts. We ended up being stuck there the whole day. NCL claimed we could not get out because of a tugboat strike--remember we had seen one there the first try. A crew member who I guess was not a happy NCL worker told people around the pool deck they needed to have two tugs but tried to save money and use one. The shops in town said there was not a tug strike. Lie number 1.

 

2) Second NCL cruise--you pick up your disembarkation tags at the front desk at 7 a.m. the last sea day. Who wants to get up to get tags then? I went to get ours because we needed off early. (You choose your time and color). The guest relations person sent us 3 different places before finally putting them out where the daily said they would be himself. He had been working on them as he directed us various places! Not a huge whopper but here is what really annoyed me: Our color was called and we were in line. There was a family behind us with perhaps one of their mothers. She had a later color tag but wanted to go with them so they could stay together. She explained this to person in officer stripes who told her that her luggage would not be out there yet and customs would arrest her if she went before her color. I have always heard no one gets off the ship till all luggage is sorted. Customs arrest her for getting off before color is called REALLY????

 

3) I cancelled a cruise I had planned and was told my money would be refunded to my cc in about a week. It did not hit my next statement or the next. I called and was told I had to request refund in writing and given fax number. Three faxes were claimed unreceived though machine showed being transmitted. Then I was told refund had been made a few days after cancelling. I obviously did not need to send all those faxes. They insisted money had been credited though my cc did not have record. It turns out they credited someone else's account. I was told they could not credit mine until other person agreed to have money reversed and then they could give it to me. Why should I lose over their mistake???? I finally got my money 4-5 months and many many many calls later.

 

I have a hard time believing NCL. They will say anything to cover their behind and honesty is not a virtue in their treatment of customers.

 

1)..You believe that a captain would try to save money on a tug boat?? :rolleyes:

You believe the wrong people.

Do you know what a ship costs?? Do you think they would opt to take the cheap way out and risk damaging a ship that costs hundreds of millions of $$$$??? For real?????:rolleyes: Please.....

 

2) I have no response to that other than you seem to be the only person I have ever read on here that had an issue with NCl's debark system...

 

3) That is somethign I can believe and have sympathy for, but it was a processing mistake and unfortunately that can happen any time, anyplace.

You can not compare ANY of this to what happened with the OP....who was likely very distraught when this entire thing happened, so of course his original post is more emotion than rationality.

 

NCL did what they needed to in this case AND the OP is not a liar...he is just someone who was upset.

Upsetting circumstances cause confusion and distortion...which is EXACTLY why this occurred. The Op's Mom was not in a good frame of mind to handle this situation properly. This could happen to any one at any age BUT I do think when you are in your 80's, it makes things a bit worse.

 

 

 

 

 

Just because someone (like me) tends to believe NCL's story and that they acted appropriately does NOT mean we question the son's honesty. Perception is a funny thing, and I have no doubt I may have reacted the same way in the same situation. The stories really aren't mutually exclusive from what I've been able to read. And the news outlets using headlines like "NCL Abandons Elderly Woman" are irresponsible.

 

EXACTLY!

[fshagan]

We are 86 and 87. We do not need our kids to travel with us and take care of us. We are not confused, incompetent or anything like that. I ,87, have booked a 20 day cruise on Princess. We are both veterans so we will get some OBC for that. Iwill book airline and hotel. We tell the family where we are going and leave all information with them. Both my husband and I are greatful for our excellent health. (except for a bad knee) Quit nattering on and on about the poor doddering senile old folks. Many of us do not fit that description.

 

Here's how the thinking goes:

Well, you could just be in denial! We must assign someone to take care of you, because you are older than me, and obviously impaired, but don't realize it. And, we must assign someone to watch over those younger than me, because they don't have my wisdom and experience. They could go wild and jump off the ship.

/sarcasm off

 

 

I fully understand the OPs frustration; according to the news story, his mother could not tell him where they were, and he was not able to help them. At that point in time, they were indeed compromised. But all indications are they weren't showing signs of compromise when they were escorted off the ship for on-shore medical care, and refused the offer to call family at home.

 

The OPs complaint boils down to the way he was treated by NCL, and the inability of customer service to tell him the port they dropped his parents off at; they couldn't even tell him if they were on or off the ship, and the customer service rep gave a lame answer as to why. I suspect the real reason is a privacy concern; NCL won't give you information about any passenger. He doesn't understand that as he feels that he is the emergency contact, and as the emergency contact, he should be privy to that information.

 

NCL was able to tell the consulate. That leads me to believe that there's a policy somewhere that might need a bit of tweaking.

 

The emergency contacts should be listed on the passenger record that the customer service agents use, and a caller who says he is an emergency contact should be escalated to a senior agent. The senior agent should verify identity, perhaps using the passenger record's information to call the emergency contact back, and then give the incident personalized attention. That may or may not include divulging information about the passenger, but at least the caller has the knowledge that he isn't being blown off, and has an explanation that makes sense.

 

Unfortunately, call center customer service agents are there to "eat complaints", and often use unauthorized excuses to get the person off the phone and get the next call. Especially if that question does not appear on their script. They are usually measured by average call time and number of calls they handle each day. They may be discouraged from escalating calls by another metric.

 

I hope NCL uses this incident to alter their call center scripts and define an escalation process to empower the call center agents to respond appropriately.

[cdnsteelman]

This type of virus is very much an emergency in someone that age, or in babies...which is why I shudder when people bring toddlers on cruises.

 

What I shudder about is people who think it's okay to walk up to us and touch our infant daughter on a cruise. Get a clue people.

 

Oh and I shudder about people who quiver in revulsion (shudder) when they see seniors and toddlers cruising.

[halos]

What I shudder about is people who think it's okay to walk up to us and touch our infant daughter on a cruise. Get a clue people.

 

Oh and I shudder about people who quiver in revulsion (shudder) when they see seniors and toddlers cruising.

 

Revulsion??

Your interpretation/comprehension leaves a lot to be desired.

[cdnsteelman]

Revulsion??

Your interpretation/comprehension leaves a lot to be desired.

 

Considering that's what the word "shudder" means (quiver in revulsion), I would say your choice of words is the issue not my comprehension or interpretation. If you want to clarify your position, feel free but don't blame me for taking you at your word.

 

As an example I literally shuddered the other night while watching graphic news coverage of scores of slaughtered exotic animals layed out beside a highway. Does my decision to cruise with a child or the decision of seniors of varying degrees of health to cruise really give you a similar feeling or would you simply just not make the same decision for yourself?

[spacewoman]

From the CDC's Website:

 

Norovirus illness often begins suddenly and, when infected, you may feel very sick, with stomach cramping, vomiting, or diarrhea. Infections are usually not serious, and most people recover within 1 or 2 days with no long-term health effects. But, more severe illness is possible, particularly in young children, the elderly, and people with other health conditions, and can lead to hospitalization and even death

 

Thus the importance was felt by staff on board NCL that Mr. Coleman be treated in a hospital environment and to confirm HALOS statement

 

Anyone Can Get Norovirus

 

Noroviruses are the most common cause of gastroenteritis in the United States. CDC estimates that each year more than 20 million cases of acute gastroenteritis are due to norovirus infection. That means about 1 in every 15 Americans becomes sick with norovirus each year. Norovirus is also estimated to cause over 70,000 hospitalizations and more than 500 deaths annually in the United States.

 

 

WOW!

People with norovirus are contagious from the moment they begin feeling ill until at least 3 days after recovery. And some people may be contagious for even longer after recovering from the illness.

 

Stop the Spread of Norovirus

 

Follow these simple tips to reduce the chances of you, your family, and others becoming sick from norovirus:

Practice proper hand hygiene: Wash your hands carefully with soap and water, especially after using the toilet and changing diapers and always before eating or preparing food. Alcohol-based hand sanitizers (containing at least 62% ethanol) may be a helpful addition to hand washing, but they are not a substitute for washing with soap and water.

 

 

Many feel the washy-washy, happy happy things serves no purpose. The CDC sort of attests to that feeling but they're at least saying it is helpful. If people are not washing their hands and leaving restrooms and touching things there's the source of germ-spreading and the sanitizers give them at least half a chance to stop germs from spreading (IMHO)

 

 

The one scary thing was this one from the CDC:

 

 

Norovirus and Food

 

Norovirus is the leading cause of disease from contaminated foods in the United States; it is responsible for more illnesses than all other viruses, bacteria, and parasites combined. Of all foodborne disease outbreaks with a known cause in the United States, over half are caused by noroviruses. The types of foods most commonly involved in foodborne norovirus outbreaks include leafy greens (such as lettuce) and raw shellfish (such as oysters). However, any food item that is served raw or handled after being cooked can become contaminated with noroviruses

 

 

So let's all remember wash your hands, wash your hands, wash your hands and do the washy washy happy happy.

 

Spending my cruise on the porcelain goddess is not my idea of a fun vacation:eek:

[NMLady]

While I don't think the OP is 100% correct about his idea of what happened since he was not there and nobody knows all the details, I find it hard to believe elderly parents would not want to call someone if they were being removed from a cruise in a foreign country? They disembark some passengers very quickly and I know sometimes on my ship, once they were off that was kind of the end of it.

 

Ship's don't just 'disembark' sick passengers, they arrange to have them taken to a local hospital and arrange to have the port agent help as well.

Sounds as if this is also what NCL did, standard cruise line procedure.

I can also tell you that, even if we were in a foreign country, I would NOT want our stateside children called until we knew exactly what the diagnosis was. Then we could make an informed decision on whether or not to call. Why worry someone thousands of miles away when it might not turn out to be necessary? I'd feel differently if it were a heart attack or stroke. I am 70, my husband is 80, but I still wouldn't want our stateside adult children worried until I had more details. We are well able to take care of ourselves. Not all people our ages are 'elderly'.

[halos]

Considering that's what the word "shudder" means (quiver in revulsion), I would say your choice of words is the issue not my comprehension or interpretation. If you want to clarify your position, feel free but don't blame me for taking you at your word.

 

As an example I literally shuddered the other night while watching graphic news coverage of scores of slaughtered exotic animals layed out beside a highway. Does my decision to cruise with a child or the decision of seniors of varying degrees of health to cruise really give you a similar feeling or would you simply just not make the same decision for yourself?

 

 

LOL, trying to get all Webster on me?? :p Shudder means several things including, 'to shake'

 

Listen, I love babies. If you bring your young child on a cruise, that's great...more power to you. The fact is that noro is more dangerous to very young children and older adults (as are many illnesses)...it's just that noro is easily spread in confined places such as cruise ships and is not uncommon on cruise ships....so yes, my choice would be to not take a young baby on a cruise.

What and how I react to someone who does take a baby on a cruise shouldn't upset you if you feel you are doing the right thing...I think your reaction was severe because I pointed out a truth that you just do not want to hear.

 

And fwiw, I agree that no one should be touching your baby and I assure you that if I saw your baby, I'd likely stop and tell you how beautiful he/she is and I would move on without touching. ;)

 

 

From the CDC's Website:

 

 

 

Norovirus illness often begins suddenly and, when infected, you may feel very sick, with stomach cramping, vomiting, or diarrhea. Infections are usually not serious, and most people recover within 1 or 2 days with no long-term health effects. But, more severe illness is possible, particularly in young children, the elderly, and people with other health conditions, and can lead to hospitalization and even death

 

 

 

 

Exactly...dehydration in a baby is serious s**t.

[ma40]

I am so glad to read this thread, especially since I am booked on the Star,now my husband who is 76 with a pacemaker is considering cancelling the cruise. I don't think this has been discussed,when you are on board a ship,you are a passenger,the cruise company has some responsibility,once you disembark,you are no source of income to the ship,you do not matter. If I were left in Columbia my husband very ill with a virus he caught on ship and the ship sailed off,it would be serious trouble for me,I don't speak the language,I would not want to stay in a hotel,how do you get to and from the hospital,I don't have the local currency, I don't have a laptop to get needed information on flights to get home. I have insurance but they reimburse,that means you need to pay first,most importantly you need to notify the insurance that you are opening a claim. I thought NCL would do that but you are no longer a passenger,now it is up to you to handle all this. I appreciate the very valuable information shared , I'm very sorry for the people involved, thank you for posting your situation,you really educated me .

[sparks1093]

I am so glad to read this thread, especially since I am booked on the Star,now my husband who is 76 with a pacemaker is considering cancelling the cruise. I don't think this has been discussed,when you are on board a ship,you are a passenger,the cruise company has some responsibility,once you disembark,you are no source of income to the ship,you do not matter. If I were left in Columbia my husband very ill with a virus he caught on ship and the ship sailed off,it would be serious trouble for me,I don't speak the language,I would not want to stay in a hotel,how do you get to and from the hospital,I don't have the local currency, I don't have a laptop to get needed information on flights to get home. I have insurance but they reimburse,that means you need to pay first,most importantly you need to notify the insurance that you are opening a claim. I thought NCL would do that but you are no longer a passenger,now it is up to you to handle all this. I appreciate the very valuable information shared , I'm very sorry for the people involved, thank you for posting your situation,you really educated me .

 

Yes, it has been educational but I think you are underestimating how many resources you have. First, NCL's port agent is available to assist you (as they did in this case). Second, the US Consulate is available to assist you (as they did in this case). If you booked through a TA, especially a brick and mortar one, they would be available to assist you. Your loved ones back home are available to assist you. And finally, every travel insurance policy that I've ever purchased had emergency assistance available 24/7. (And if you were no longer a concern to the cruise company then they wouldn't make their port agent available to assist you.)

[Medtech2]

We are 86 and 87. We do not need our kids to travel with us and take care of us. We are not confused, incompetent or anything like that. I ,87, have booked a 20 day cruise on Princess. We are both veterans so we will get some OBC for that. Iwill book airline and hotel. We tell the family where we are going and leave all information with them. Both my husband and I are greatful for our excellent health. (except for a bad knee) Quit nattering on and on about the poor doddering senile old folks. Many of us do not fit that description.

Exactly! My parents are perfectly competent. My father has been ill overseas and been mugged and has always handled things. Age had nothing to do with it. I don't worry about them any more than anyone else, and a lot less than I worry about my kids when they travel! I myself went to the ER one day and when it looked like I was going to be fine I went home before calling my husband.

[Globaliser]

Yes, it has been educational but I think you are underestimating how many resources you have.

And in addition to all of that, the ship will be able to call on head office's resources. If you positively ask them to contact your family, they will. It could be a big mistake to try to tough it out, or to try not to be a nuisance. The resources are put there at your disposal for a reason.

[rvsullivan]

The OP has been gone for five days now. I think we will not hear anymore about this until he files a lawsuit.:rolleyes:

[halos]

Exactly! My parents are perfectly competent. My father has been ill overseas and been mugged and has always handled things. Age had nothing to do with it. .

 

You are very fortunate :)...You should count your blessings and be very greatful.

The question is, how many other people with 80+ year old parents could say the same thing???

Nobody said it was impossible to be in your 80's and as mentally sharp as a 60 year old (or better) and it might not even be rare, but it isn't the case for the majority.

 

The OP has been gone for five days now. I think we will not hear anymore about this until he files a lawsuit.

You could be right, but I wouldn't jump to that conclusion.

[CruisinMaterial]

The OP has been gone for five days now. I think we will not hear anymore about this until he files a lawsuit.:rolleyes:

 

Unfortunately as I posted previously, he's probably going to do just that. A grand sense of entitlement nowadays. Yes it was scary for him and I will grant you that for not knowing but given all the facts I don't see it being worthy of a lawsuit but there's plenty of sheister lawyers in FL who love to go after the cruise companies... so I am sure we'll hear soon.