Customs and purchases on domestic cruises

[Brisbane41]

Here is an interesting one for you that recently happened on the Sea Princess.

 

Background:

Last week from 5th to 7th March I did a cruise from Sydney to Brisbane on the Sun Princess. Upon boarding my cruise card had a green sticker placed on it at the request of customs with the stipulation that I (and other domestic passengers) were not to purchase duty free goods in the ships shops like alcohol, cigarettes, perfumes and fragrances and jewellery. We were permitted to purchase sundries, the likes of medicines, chocolates, and small value souvenirs like the ships shirt, magnets, pens and small insignificant items.

 

Cruise went with no drama at all.

 

Incident:

On the 10th to 12th March I boarded Sea Princess in Brisbane to go back to Sydney. Didn't really notice that no sticker was placed on my cruise card but that was not important. When I went to the ships shops to purchase the usual Sea Princess T-shirt, fridge magnet, pen and my usual shot glass with the ships name and logo on it. The shop staff started saying that they could not sell anything to us domestic passengers as it was against the law. I then asked to speak to the manager, who then showed up and explained the same thing. I then told her that I was on the Sun Princess only days before and that they had the procedure that I described above. She then became more demanding that it was against the law and that she did not believe that I was telling the truth. I then asked for her line managers name, informed her that I believed she had the incorrect information and would be seeking clarification. She begrudgingly gave me the name and where to find the Customer Services Director (who was off duty) and then commented about all her decades of experience in retail on ships meant she was right.

 

After that I go to my cabin and collect my previous cruise card with green sticker and receipts from the ships shops on Sun Princess. It was doing a longer cruise to international ports that had a mix of domestic guests on much like the Sea Princess was. I then went to reception, showed them the card and receipts and asked to have a face to face chat with the above named manager about clarifying the above law as I felt they had the wrong information. Within minutes the ships shops were closed, I was told the manager was off duty and would be able to have a chat tomorrow. They made a few notes in the book and I did make it clear that if it was not resolved in a speedy manner that I would take it up with head office and also make direct contact with customs myself.

 

Well to my delight by next morning where the only person who spoke to me was the assistant to the Customer Services Director, they apologised to me and said that I was right and they did have the wrong information and went as far as double checking with Australian customs and were happy to say that I could purchase the items I wanted from the ships shops. Not long after that I went back to the shop to get my souvenirs. The same manager was there from last night, she could not even look me in the eye or make contact with me at all. She just walked up to all her staff and said what the manager had said at reception that domestic guests were permitted to purchase anything of low value souvenirs except anything that was a duty free item like the perfumes, fragrances, jewellery, alcohol and cigarettes.

 

Not sure how they made such a monumental stuff up, or if any butts got kicked over that debacle, but none the less they have learned their lesson to be 100% sure of things before telling passengers it is "impossible" or "against the law" when it clearly wasn't.

 

As for me I was just happy to get my usual souvenirs for my collection of items with the ships name and logo of the ships that I go on.

Edited March 13, 2019 by Brisbane41
typo

[MicCanberra]

Interesting and yet when we did a 2 night cruise from Sydney to Brisbane (few years ago), which was going on to do a 77 day cruise around the pacific rim, we were actually able to buy some duty free. Different enforcement of the same rules, it just depends on who serves you sometimes.

[The_Big_M]

Your conclusion is optimistic. I actually posted about the same issue on this site in a similar discussion a few years back, having done similar comparisons, and had a similar issue multiple times on Sea Princess where they refused to sell anything in the shops at all - not even medicine, sundries, let alone souvenirs or anything greater. Based on multiple comparisons across the local fleet, I'm confident Sea Princess has an overly restrictive finance manager, however, like you I was never able to get contact with the actual person making the policy.

 

It was always palmed off as the rules, but when they generalised and said it applied to all ships from Customs I took it up with Shoreside. I then got confirmation from Shoreside, told the Guest Services director it was confirmed there, they checked, and then <unhappily> relented on the hardline policy they had been applying for the duration of that and a subsequent cruise. Hence why I say you're optimistic as it's reverted back to being more restricted again. And even after that escalation Sea Princess still applies the most restrictive form of rules of any of the ships.

 

Incidentally it was still applied haphazardly onboard last weekend. One person I spoke to in the shop was annoyed at the policy so was more flexible, then another on Monday afternoon was hardline refusing anything except essential sundries - no souvenirs, so I tried later with another who wasn't fussed at all. The in person version of HUACA!

 

 

[Brisbane41]

28 minutes ago, The_Big_M said:

Your conclusion is optimistic. I actually posted about the same issue on this site in a similar discussion a few years back, having done similar comparisons, and had a similar issue multiple times on Sea Princess where they refused to sell anything in the shops at all - not even medicine, sundries, let alone souvenirs or anything greater. Based on multiple comparisons across the local fleet, I'm confident Sea Princess has an overly restrictive finance manager, however, like you I was never able to get contact with the actual person making the policy.

 

It was always palmed off as the rules, but when they generalised and said it applied to all ships from Customs I took it up with Shoreside. I then got confirmation from Shoreside, told the Guest Services director it was confirmed there, they checked, and then <unhappily> relented on the hardline policy they had been applying for the duration of that and a subsequent cruise. Hence why I say you're optimistic as it's reverted back to being more restricted again. And even after that escalation Sea Princess still applies the most restrictive form of rules of any of the ships.

 

Incidentally it was still applied haphazardly onboard last weekend. One person I spoke to in the shop was annoyed at the policy so was more flexible, then another on Monday afternoon was hardline refusing anything except essential sundries - no souvenirs, so I tried later with another who wasn't fussed at all. The in person version of HUACA!

 

 

I remember a post like this a few years back but forget who and what ship it related to. Were you on that recent Sea Princess cruise by any chance?

 

I was quite shocked at the mood and attitude of the shop manager as she was quite (let me say obnoxiously/arrogantly) confident that I would not be able to purchase souvenirs on board.

 

When I went to reception to complain I showed them the key card from Sun Princess a few days earlier and the receipts and told them their information was incorrect. I also told them to look at my file where they would see I have "military credit" I told them I knew exactly which government department and people to contact regarding this and that I would be doing exactly that as well as Princess head office should I be refused service tomorrow (the tomorrow of the last cruise day).

 

Not surprisingly they gave in. I am not sure if someone got their butt kicked over it or if there is a crazy staff member stuck on that ship in a career position, but I was quite annoyed by their attitude and when I laid my cards on the reception desk they knew I had them right over a barrel so to speak.

 

I am still tempted to write to head office to inform them of the discrepancy but I feel it will not get further than the Australian team who will just sweep it under the carpet and not contact the ship at all.

[Obilix]

I think I'll go cut my toenails ....

[MicCanberra]

Okay. I am glad you have declared it.

[gbenjo]

13 hours ago, Brisbane41 said:

I remember a post like this a few years back but forget who and what ship it related to. Were you on that recent Sea Princess cruise by any chance?

 

I was quite shocked at the mood and attitude of the shop manager as she was quite (let me say obnoxiously/arrogantly) confident that I would not be able to purchase souvenirs on board.

 

When I went to reception to complain I showed them the key card from Sun Princess a few days earlier and the receipts and told them their information was incorrect. I also told them to look at my file where they would see I have "military credit" I told them I knew exactly which government department and people to contact regarding this and that I would be doing exactly that as well as Princess head office should I be refused service tomorrow (the tomorrow of the last cruise day).

 

Not surprisingly they gave in. I am not sure if someone got their butt kicked over it or if there is a crazy staff member stuck on that ship in a career position, but I was quite annoyed by their attitude and when I laid my cards on the reception desk they knew I had them right over a barrel so to speak.

 

I am still tempted to write to head office to inform them of the discrepancy but I feel it will not get further than the Australian team who will just sweep it under the carpet and not contact the ship at all.

I think you will find the onboard shops are run in conjunction with, but not by, Princess and doubt any complaint like this would be taken too seriously by them or anyone's career is in jeopardy because of your "complaint"..The cruise lines know what the duty free regulations are and would comply with them......yawn

[Brisbane41]

18 minutes ago, gbenjo said:

I think you will find the onboard shops are run in conjunction with, but not by, Princess and doubt any complaint like this would be taken too seriously by them or anyone's career is in jeopardy because of your "complaint"..The cruise lines know what the duty free regulations are and would comply with them......yawn

 

You obviously missed quite a few things and need to go back and read all the posts and replies. It is clear that the staff did not have a clue what they are talking about. They tried to say what the customs rules were but they were incorrect and proven wrong and as I stated they even admitted they were wrong and told the shops to start selling to domestic passengers.

 

You see if the shop assistant was correct that it was against the law of customs (remember I had the receipts from Sun Princess on the same style cruise 3 days earlier) it would have meant they would have got in a world of trouble of customs if the staff on Sea Princess were correct all because the staff on Sun Princess broke the customs rules and I had evidence of it.

 

As it turned out the Sun Princess was correct and the Sea Princess was wrong and I forced their hand to change it.

[Kiwi Kruzer]

If they were domestic sales to domestic passengers in domestic waters , surely GST would have to be included ?.

As said above , the cruise lines have no control over the shops as they are leased out.

[The_Big_M]

2 hours ago, gbenjo said:

I think you will find the onboard shops are run in conjunction with, but not by, Princess and doubt any complaint like this would be taken too seriously by them or anyone's career is in jeopardy because of your "complaint"..The cruise lines know what the duty free regulations are and would comply with them......yawn

 

Sure, they comply. That isn't the issue.

 

The Sea Princess is the only ship I have been on that - repeatedly - refuses to sell anything from the shops at all, or takes a much harder line on sales than any other ship on domestic sailings, Royal Caribbean, P&O, or even any other Princess ship.

[The_Big_M]

1 hour ago, Kiwi Kruzer said:

If they were domestic sales to domestic passengers in domestic waters , surely GST would have to be included ?.

As said above , the cruise lines have no control over the shops as they are leased out.

 

The shops aren't in domestic waters, so they don't comply with Australian retail law, nor ANTS - GST (which is only on Australian territory). If that were the case, they would also need to apply local laws/GST to alcohol sales, liquor licencing and casino operations for example.

 

However, as they're not travelling internationally, they also don't qualify for 'tax free' legislation on return, so are limited in what can be sold.

[gbenjo]

1 hour ago, The_Big_M said:

 

Sure, they comply. That isn't the issue.

 

The Sea Princess is the only ship I have been on that - repeatedly - refuses to sell anything from the shops at all, or takes a much harder line on sales than any other ship on domestic sailings, Royal Caribbean, P&O, or even any other Princess ship.

Simple answer...don't sail with them

[MicCanberra]

How many souvenirs do you want from the shop that you cannot buy elsewhere for cheaper.

[Aus Traveller]

42 minutes ago, MicCanberra said:

How many souvenirs do you want from the shop that you cannot buy elsewhere for cheaper.

He wants to buy items with the ship's name on.

[MicCanberra]

E-Bay?

[gbenjo]

16 minutes ago, Aus Traveller said:

He wants to buy items with the ship's name on.

Might have been his first cruise🤔

[Aus Traveller]

Just now, gbenjo said:

Might have been his first cruise🤔

Ha!😊 I gave up buying souvenirs a long time ago, but to each their own.

[MicCanberra]

1 hour ago, gbenjo said:

Might have been his first cruise🤔

I thought it was his 41st from out of Brisbane.

1 hour ago, Aus Traveller said:

Ha!😊 I gave up buying souvenirs a long time ago, but to each their own.

Yeah, just dust collectors.

[Brisbane41]

Yes as I said Sea Princess was different to Sun Princess.

 

Here it is again clearer. The shop be it leased would be the same company on the two ships. Either way it does reflect on Princess as it is the ships operator. 

 

If it was illegal as they said on Sea Princess, then by me telling them I had a receipt of sale and items from the Sun Princess on a domestic sailing would have landed them in a lot of trouble with customs, maybe even fines, who knows what.

 

But after I presented them with the facts they quickly changed their stance and had no choice but to sell the items I wanted. The reception staff were apologetic over it but the shops manager could not look me in the eye and was quite embarrassed to have been put in that position she was in and to have been told to start selling to domestic passengers.

 

As for staff in the shops there are some employed directly by Princess. As many know I can speak Japanese and know many of the Japanese staff on the ships from regular cruises on Diamond Princess. One of the shop staff on the ship I have had outside contact from Princess with in relation to touring at Ayers Rock Resort. The person I met does have a contract directly with the Japanese agent of Princess and is the same office in Japan that hires all the staff on the ships from that country.

[MicCanberra]

I can speak many languages effluently.

[The_Big_M]

2 hours ago, gbenjo said:

Simple answer...don't sail with them

 

Another simple answer is for them to be consistent, and not just make over the top rules.

[Brisbane41]

Last time everyone checked was that Sea Princess was part of Princess Cruises like every other ship that has been sold by Princess cruises with a name proceeding Princess with their company. It is reasonable to assume that the rules would be the same on each ship. Having different rules would be quite bizarre.

[MicCanberra]

Agreed, but we all know enforcement of numerous policies and rules are very inconsistent on the one ship let alone across the fleet.

[gbenjo]

I thought the general rule with "coastal" cruises was that duty free goods could not be sold but anything else could. Obviously items like t shirts, shot glasses and souvenirs etc  which are  grossly overpriced to begin with and would have any duty already included and the fact the ships do numerous coastals this is not something new to them.

 Am I correct in assuming that as "B41 " had a sticker on his seapass to indicate that he was a coastal pax and that his cruise  on the Sun was part of a longer, international cruise but it would have been extremely difficult for staff on the Sea Princess to know this if this was the case for his return trip to Sydney if there was no indicator on his seapass so may have lead to the " confusion". At least now they have been admonished and berated for their incompitance they will be more aware in future.

[Brisbane41]

You need to go back and read from the beginning. They were both longer international cruises with a coastal sector in Australia. The rules on Sun Princess were clear with the sticker placed and rules explained prior to boarding.

 

On the Sea Princess there was no sticker and in all the shops they were declining services to domestic guests for absolutely everything.

 

Besides I am not the only one to complain. There were quite a few people going up to Brisbane on the Sun Princess and returning to Sydney three days later on the Sea Princess.

 

You would expect the rules to be exactly the same on the Sea Princess as the Sun Princess for exactly the same situation.