Shame on Celebrity Cruises Re: Visas

[bebechino]

Hello, we booked the cruise (Yokohama to Hong Kong -Oct. 26) back in late April, 2014.

 

Let me start off by saying that we rarely ever complain, but this time shame on Celebrity. We have been on a many cruises with Celebrity and Royal over the years.

 

Regarding China, NO mention of Visas needed when we booked or when we called Celebrity for FINAL PAYMENT in late August), other than in our booking confirmation in tiny print ... that some countries require visas etc.

 

One of us has been to China before by plane many years ago and were told to obtain a visa thru the travel agent). When we asked Celebrity about visas in April & August, we were surprised when the reservation "specialist," said NO. Just yesterday, a Royal Caribbean agent (yes Royal Agent) called and said "oh don't forget your Chinese visas." What???

 

So, last night, I called Celebrity Cruises and was put on hold twice for 20 minutes and was not told a straight answer. The agent seemed confused. I was told yes, then no, then yes, a visa was needed only for Shanghai.

 

I then was given a # to call for an agency that handles the visa process. After 20 minutes on the phone, I was sent an email with the lengthy and costly process of obtaining visas. Who wants to mail out their passport with under a month before travel? If at all???????

 

So now, we have to scramble to obtain visas. I have to go to the NYC Chinese Consulate with my senior mother, and deal with all the paperwork, wait in line for hours, and pay an expedited fee of about $240 dollars for each of us and hope for the best.

 

This brings back the unpleasant experience of our S. American cruise last year, when my mother and I got off a 10 hour plane ride to Santiago, Chile, (after traveling almost 24 hours) and we had to wait over 3 hours in a line and pay $160 entrance fee at the airport. Others were just as annoyed and clueless about this fee, and there was almost a fight for someone trying to cut the line. There again was NO MENTION of this fee or process by Celebrity. Surprise!!!

 

Now after reading some threads, I see others are having the same problem/confusion about visas. I can only imagine the chaos and confusion for people on board, who weren't told about visas !!! Will they not be able to get off the ship??

 

I will be calling a Celebrity supervisor for some Answers....

 

Good luck everyone!!!!

[budbo]

Hi, I saw your post, we will be getting off the Millenium just as you are getting on.

 

We went to the Chinese Consulate in Chicago a few weeks ago for our visas. If the NYC Consulate runs as well as the one in Chicago, you'll probably be very pleasantly surprised. I anticipated long lines and lots of red tape, but it really was a breeze. We arrived with all of our paperwork in order about 20 minutes before the office opened on a Monday morning, took a number and sat down to wait. We found the staff to be very efficient and friendly. Despite the fact that there were a bunch people ahead of us in line, we were done and out the door about 15-20 minutes after the office opened.

 

I don't know about NYC, but in Chicago the "same day" expedited service has been discontinued.....next day service is the best that they offer. I believe that costs $20-30 over the usual $140 visa price. We went with the regular service which meant we had to come back on Friday for our visas. Again, it was very quick and pleasant. You pay when you pick up and actually anyone can pick them up for you, as long as they have that pink receipt that you will be given when you apply for the visas.

 

Hope this helps your stress level....good luck and have fun on your cruise!

[bebechino]

Hi Rich and Sue........ thanks for your reassuring response. I certainly hope our visa process in NYC is smooth sailing. Just unfortunate that we were misinformed. I will not book directly through Celebrity anymore and I will talk to a supervisor so this doesn't happen to anyone else. Wish you the best and have a great cruise!!!!!!!

[hallasm]

Visa requirements does change from time to time and can be vary different for different nationalities.

It has always been made clear that "It is the sole responsibility of the guest to identify and obtain all required travel documents for all ports.

We strongly recommend that guests travel with a Passport. All Passports must be valid." And sometimes a multi entry visa is required.

 

More information can be found here: http://www.celebritycruises.com/frequently-asked-questions#internationalSailings

[John Bull]

Visa requirements does change from time to time and can be vary different for different nationalities.

It has always been made clear that "It is the sole responsibility of the guest to identify and obtain all required travel documents for all ports.

We strongly recommend that guests travel with a Passport. All Passports must be valid." And sometimes a multi entry visa is required.

 

More information can be found here: http://www.celebritycruises.com/frequently-asked-questions#internationalSailings

 

Agreed. And because cruise ships roam the planet carrying the League of Nations, they can't be expected to know the ins & outs for every person in every port.

But I do often find their lack of guidance quite infuriating. Classic examples are China and India, popular destinations where the cruise line cannot fix visas and pretty-well everyone has to pre-arrange their own visas weeks in advance.

In those cases just a blanket disclaimer is poor service.:(

 

Ditto for the other extreme - for places like Vietnam or Cambodia most cruise lines (I really mean all cruise lines but daren't say that) fix visas on-board & charge the cost to passengers' on-board accounts. And for many ports (Turkey & Egypt are just a couple of examples) cruisers of any nationality are exempted from visa requirements on a port-of-call visit. But few head office staff know that, & I don't think I've ever seen it in print from a cruise line. Thus some will go to the unnecessary trouble & expense of organising unnecessary personal visas.:rolleyes:

 

Can't put the onus on cruise lines to advise in every case, but they really should make some sort of effort.

 

JB :)

[cdngrl]

I agree JB. it can be stressful sorting it all out and needn't be!

I love the 'league of nations' comment!

[BruceMuzz]

Wouldn't it be great if the cruise lines did as good a job as the airlines with visa information and assistance in getting visas?

 

Hold on - the airlines and the cruise lines are the same in this regard.

 

Don't you just hate it when someone forces you to take personal responsibility for your own actions?

[Bowie MeMe]

Most of the time when you need a visa/shots/or other details it is your responsibility. As another said, rules and regulations change with little notice and are different by citizenship, land of birth (can be different from citizenship), age (children have different rules because of agreements for child custody and preventing child abduction), government status (green cards/work visas etc.). Now, just how do you think the order takers (no matter the fancy titles the representative you speak to at the cruise line is a lower paid and lightly trained individual who takes your order and sends it to the accounting office following a series of steps and guidelines and script) are to know all your business and what kind of Visa you need . Like it or not the cruise lines have this covered with all sorts of lawyer type words that have been tested in courts of law and protect the company. You talking to a supervisor about this really will not make ANY difference and will just be another irritation for someone who has to be nice to the customer. She/he can not say "It is your responsibility to read and meet the rules of the carriage contract" that comes with each cruise. And don't worry about getting off the ship and seeing China without a visa -- RCCL won't let you on the ship. Passports and Visas and other legal documents must be shown on boarding.

 

For China and many other countries: Need 6 months past the visit time on your passport. Need at least 2 empty pages in the passport book (they sort of laminate the passport on a page) and you will not get your visa on the same day- they do not approve the visa request at the visa office (I wonder if they take it somewhere and "Google" you:D) Also they have "standards" for your visa picture. My experience (in the Washington DC offices) were that your documentation is exactly how they want it or they turn you away. Fussing does not work and just gets you stared at. Look up the requirements before you go so you don't get upset. The customer service in the visa office is firm to downright intimidating.

 

And perhaps rethink the visa service. From what I have seen in my visa visits (7 different trips and countries that needed documents before leaving USA -- not buy a visa or document at the arrival point) the visa company can save much time, effort and frustration. If you do it yourself, be prepared by studying the rules for the country you are visiting. Many make you appear in person for the visa application so you would have to take your mother. (at least check on this)

 

Good luck and have a wonderful trip. You are going to see marvelous things.

[estebofarr]

I am sorry this happened to you. Have you joined your roll call? There was a LOT of chatter on ours about the visas we needed. On my upcoming cruise, it was boldly stated on my confirmation, and on every receipt from my TA.

Very important every requirement is perfect. Including two passport pictures. I used a travel service as I am no where near a consulate.

[TravelMore&More]

Everybody except citizens of Japan and Singapore need a visa for China. It has been the same for years. The cruise company should certainly know that but a traveler can easily find this information on the web.

[Keith1010]

So sorry that you were given incorrect information.

 

When you visit Mainland China you do need a visa.

 

I hope it all works out.

 

Keith

[Leosmom]

We just got visas from the New York city consulate last month. It was pretty quick, we got there before 9 a.m. and were done in less than an hour. Just make sure the forms are filled out properly....all capital letters (not handwritten) and no blank lines (use N/A for not applicable). We used this site as a guideline:

 

http://www.visarite.com/china_visa_form_howto.htm#.VCqRmkPD9pW

 

Good luck, post if you have any questions.

[bebechino]

Thank you everyone. Your tips are very helpful. We will be going to the NYC visa office on October 7th. They are closed Oct 1-3 and they said 10-6 and 10-7 will be super busy. I have no choice but to go on the 7th. I took off work and my mom is coming from 3 hours away. I don't live in NYC but we will take the train. Would love to get it done same day. I have began working on the applications and checklist. Does anyone know the entry type??? Is it a single entry??? Also visa is only needed for Shanghai? Looking forward to getting this done and sailing away. We did get an apology from Celebrity and they said We should of been told but yes it is our responsibility. Have a great day all. I will update soon.

 

 

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[Trend]

If you were dealing with a reputable TA this information would have given you with time to spare. The China Visa changes constantly as we need for our business trips and notice a large info change this year.

[John Bull]

Does anyone know the entry type??? Is it a single entry??? Also visa is only needed for Shanghai? Looking forward to getting this done and sailing away. We did get an apology from Celebrity and they said We should of been told but yes it is our responsibility. Have a great day all. I will update soon.

 

 

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Yokohama to HK on Millennium, 26th October, show just one mid-cruise port of call in China, a full day at Baoshan (for Shanghai).

I guess that means single-entry, folks?

 

JB :)

[Leosmom]

If it is difficult for your Mom to make the trip into NYC I believe you can submit the application for her but call the consulate to be sure this hasn't changed.

 

Each application has to have their own set of travel confirmations (cruise, air, hotel, etc.) Our hotel confirm was in my name only and I had to add my DH's name to the reservation. We booked with Princess and I also printed the cruise itinerary from the personalizer on Princesses' website. We were able to pick up our passports with the visa in 3 business days. Be sure to have the application filled out completely and have all the required paperwork or you will have to return. Good luck, hopefully you will get done quickly and can enjoy the rest of the day in NYC :)

[CingDaWorld]

Wouldn't it be great if the cruise lines did as good a job as the airlines with visa information and assistance in getting visas?

 

Hold on - the airlines and the cruise lines are the same in this regard.

 

Don't you just hate it when someone forces you to take personal responsibility for your own actions?

 

Agree that we need to take personal responsibility for such things, but also feel that we could use some help and guidance from time to time.

 

The cruise lines and airlines deal with this sorta thing everyday whereas the passenger may only be dealing with this once a year or less. The internet does provide some very good answers and the cruise lines at least should offer links to these sites. They should also have staff that keeps track of these changes and advise their passengers. They are in the travel industry and thus it is natural to look to them first. If they said to me I did't need one, I'd believed them too.

 

That said, it looks like things are working out and that's what truly matters. :D

[yellowbirdtoo]

Thank you everyone. Your tips are very helpful. We will be going to the NYC visa office on October 7th. They are closed Oct 1-3 and they said 10-6 and 10-7 will be super busy. I have no choice but to go on the 7th. I took off work and my mom is coming from 3 hours away. I don't live in NYC but we will take the train. Would love to get it done same day. I have began working on the applications and checklist. Does anyone know the entry type??? Is it a single entry??? Also visa is only needed for Shanghai? Looking forward to getting this done and sailing away. We did get an apology from Celebrity and they said We should of been told but yes it is our responsibility. Have a great day all. I will update soon.

 

 

Sent from my iPhone using Forums

 

 

 

A few years ago, one representative can apply for the visa on behalf of others.

No need for your elderly mom to take the trip,perhaps.

Just have the form all filled out, signed,along with all the needed credentials-passports,pictures,etc.

 

Why not give the Chinese Consulate Visa office a call to double check?

[bobgail]

Thank you everyone. Your tips are very helpful. We will be going to the NYC visa office on October 7th. They are closed Oct 1-3 and they said 10-6 and 10-7 will be super busy. I have no choice but to go on the 7th. I took off work and my mom is coming from 3 hours away. I don't live in NYC but we will take the train. Would love to get it done same day. I have began working on the applications and checklist. Does anyone know the entry type??? Is it a single entry??? Also visa is only needed for Shanghai? Looking forward to getting this done and sailing away. We did get an apology from Celebrity and they said We should of been told but yes it is our responsibility. Have a great day all. I will update soon.

 

 

Sent from my iPhone using Forums

 

A few years ago, my husband was able to get a visa the same day he applied to the consulate by tipping the rep he was speaking to - good luck!

[Bowie MeMe]

A few years ago, my husband was able to get a visa the same day he applied to the consulate by tipping the rep he was speaking to - good luck!

 

I'd think on this one a bit and actually know that you would not get the employee in trouble or get yourself "unwelcome" status for trying to bend the rules or influence officials. 2 years ago in Washington DC I did see more than one person sent away for not having the exact paperwork including not having 6 months remaining on passport, not having the right size and shape of photo, and not having 2 empty page for the visa itself. The Visa WILL NOT be given the day of the application. Will not happen. The photo and the visa are laminated after the application is processed in a separate office. I heard it said many times on the two days I sat in the Chinese embassy visa office.

 

Go to the State Department of the Us Government. Enter China in the where are you going blank. They give the basic rules and then refer you to the Chinese Embassy page look under Visa then under FAQ.

 

The rules do not look different to me than they were 2 years ago. There may be new rules but the Embassy rules look the same. If I were you, I would apply for the multientry visa for 12 months. The price is the same. ($140). Check on what payment format -- I remember maybe certified check needed. When they say single entry that is what they mean. If you needed to reenter China for some reason (illness etc) you would not have a visa and legally would not be accepted. You might fall in love with China and go back within the year and it would be covered for one fee. Know before you go. It was a scary prospect but it was not so bad in reality BECAUSE I read and reread the rules and did exactly as stated. The folks that I saw who did not do this and tried to talk their way into what they wanted GOT NOWHERE. Chinese follow the rules! You better too:)

[CanWeGoYet?]

Of course it is the responsibility of the individual traveler to know the entrance requirements of the country they visit, but the amount of misinformation from Celebrity line phone reps was surprising. I spoke to first tier reps, then had the reps call to check with the department that dealt with foreign ports.

 

I was on the cruise from Vancouver BC to Tokyo, and there was no consistent answer from the cruise line as to which port & city we would disembark in. Many callers were told we would be in Yokohama 2 nights, many were told it would be Tokyo on the 27th and Yokohama on the 28th. I myself was given conflicting information each time I called.

 

Can't understand why there would be lack of consistent answers from the cruise line on something so basic as which port & city we disembark the cruise.

[bobgail]

Of course it is the responsibility of the individual traveler to know the entrance requirements of the country they visit, but the amount of misinformation from Celebrity line phone reps was surprising. I spoke to first tier reps, then had the reps call to check with the department that dealt with foreign ports.

 

I was on the cruise from Vancouver BC to Tokyo, and there was no consistent answer from the cruise line as to which port & city we would disembark in. Many callers were told we would be in Yokohama 2 nights, many were told it would be Tokyo on the 27th and Yokohama on the 28th. I myself was given conflicting information each time I called.

 

Can't understand why there would be lack of consistent answers from the cruise line on something so basic as which port & city we disembark the cruise.

 

Celebrity isn't the only cruise line to give incorrect info on the phone. I've had the same experience with Regent and Royal Caribbean as well. Always triple check anything they tell you and from another source if possible. I had the same problem trying to find out something as basic as which port we were to dock in southern France. An agent swore to me it was in one port and then I read on Cruise Critic from someone who was on the ship that gave me the opposite answer. The info from Cruise Critic was correct!

[BruceMuzz]

Of course it is the responsibility of the individual traveler to know the entrance requirements of the country they visit, but the amount of misinformation from Celebrity line phone reps was surprising. I spoke to first tier reps, then had the reps call to check with the department that dealt with foreign ports.

 

I was on the cruise from Vancouver BC to Tokyo, and there was no consistent answer from the cruise line as to which port & city we would disembark in. Many callers were told we would be in Yokohama 2 nights, many were told it would be Tokyo on the 27th and Yokohama on the 28th. I myself was given conflicting information each time I called.

 

Can't understand why there would be lack of consistent answers from the cruise line on something so basic as which port & city we disembark the cruise.

 

You could guess that:

 

1. Cruise line employees are so inept that they cannot even get the simplest of facts correct.

 

OR

 

2. The cruise ship schedules are so fluid and changing, with so many variables, that it is often impossible to give or get a straight answer until the very last minute.

 

If you guessed #1, you would be occasionally correct.

If you guessed #2, you would be correct most of the time.

 

Tokyo / Yokohama is a very good example.

Yokohama used to be a city apart from Tokyo. Now it is a Tokyo suburb.

If your ship is scheduled to call at Tokyo, it might be stopping at Osan-Bashi Terminal in Yokohama, or it might be stopping at Harumi Terminal in Tokyo Bay. Many international and Japanese authorities refer to both Terminals as being in Tokyo.

Osan-Bashi Terminal can accommodate only 2 ships. Quite often, weather forces an additional ship to call there without notice. Somebody has to move.

The Rainbow Bridge over Tokyo Bay was built very low for the air traffic landing at Haneda Airport. Small ships can get under that bridge to get to Harumi Cruise Terminal most of the time. But at certain times of the year, high tides prevent the ships from passing under the bridge. Then the ships are re-routed to Osan-Bashi in Yokohama.

 

St. Thomas is another good example.

Some cruise lines have exclusive contracts with the owner of the Crown Bay Terminal.

Others have exclusive contracts with Havensight Terminal.

But the ship's Captain rarely knows for sure which terminal/pier he will be assigned until an hour or so before arrival.

If too many big ships show up, one or two smaller ones are suddenly instructed to anchor and tender.

 

Alaska is another good example.

The ships that sail regularly there are usually assigned berths for the entire season. But every few weeks, an additional ship shows up unexpectedly. Suddenly ships are re-assigned berths. Some are even forced to tender without much notice.

 

Vancouver is another very good example.

When my ship sails from Canada Place Terminal in Vancouver towards the inside passage to Alaska, we normally depart Vancouver at 5pm.

But several times every year, the tidal flow at Seymour Narrows (behind Vancouver Island)changes schedule. If we arrive there at our normal time, the tide will be too strong for us to pass. To avoid missing our First Alaska port of call, we must depart Vancouver 2 hours earlier than the guests were told.

[CanWeGoYet?]

Absolutely true that other cruise lines have trouble giving consistent correct information out.

 

And yes, the Captain announced we would have 6 feet clearance underneath the bridge when we docked at Oi pier. I wish I had been awake to watch us sail underneath!

[TFCRUISER]

Honestly, I would suggets "Google" visa requirement for any country you visit (from your country) on a given cruise line. Most answers will become clear.