Lack of empathy with shore excursion injury

[chisoxfan]

Glad you are OK and I would be livid also. I am sure page 47, paragraph 23, section 2 of the cruise contract absolves X of any liability. It appears you were calm and just seeking reasonable compassion and assistance which was not forthcoming. Reminds me when I cut my foot in the Reflection pool on a broken piece of glass which I had even recovered. As I sat and bled we called a pool attendant who did a double take (who me???) and promised to get 'help' (we asked for some band aids and disinfectant). He disappeared. My wife patched me up with some paper towels and tape and I went back to cabin and used some band aids my wife brought. No big deal but the response inflamed me. I reported this to customer relations and between their yawns I asked why a piece of glass was in pool ie. glass bottles were allowed in pool area. The response (as if I should have known) was that customers like them.

 

Anyway, like you, it seems that (unless life threatening) these occurrences are treated as nuisances that they would prefer to ignore and bringing some med supplies (which my wife does as former nurse) is not a bad idea.

 

ps. hope they don't elect to bill you for their intensive medical intervention

[mrgabriel]

Thank you for your thoughtful and reasoned reporting of this. I, too would be livid. 

[mahdnc]

11 hours ago, phnett said:

While on our April 7th sailing on the Edge I had an accident while on a Celebrity Sponsored shore excursion. I am writing this to warn others so all are aware of the lack of empathy we received both from guest relations and the shore excursion teams on the Edge and can take action and not go to this shore excursion site until issues are resolved. 

First just giving you who we are , we are Elite and loyalist both to Celebrity and RCCL and I have no health issues and 60 years old. 

On our scheduled stop to the Island of St Lucia we had booked Celebrity excursion 

“ West Side Treasures by Catamaran “

That sailed to pigeon island and the swim and sail to the Pitons. This was a 6 hr tour 

The Catamaran named “the spirit of Carnival“ was an older not well kept (bathroom stoped working and overflowing while on trip as well making the covered area a smelly mess) and this trip way over sold for this event in my opinion. 

While at the first stop we unload Pigeon island park dock with the option to hike to the up to the Fort or take Swim at the beach areas. We chose to swim at beach area and had no issues here for this first part of the one hour stop. We were told to watch for the Catamaran to return at dock to reload to continue the sail to next stop. While walking up the dock to get back on boat  I stepped on a board on the dock (old dock not well kept) and the board broke and snapped off about a 16 inch section from the last nailed support and my leg fell through this dock down to upper thigh on my left leg. I was so lucky one that I am healthy, and have strong bones. 

No major brakes or cuts. I have horrible bruises and contusions both sides of this right leg.  I only had one small cut and not much bleeding. Lots of pain and could not put weight on leg for rest of day or night. 

I have some pain on left leg due to maybe a shin bone bruising. 

The catamaran captain came immediately to help pull me out of the hole, checking on me and took photos of my injuries and the dock. This dock is not safe, do not take excursions to Pigeon island until this dock is torn down and replaced. 

The next issue was the catamaran had NO first aid kit aboard!! thank goodness I only had a small cut!  It also had nothing to offer me to make an ice pack. I used my celebrity beach bag cloth one given to us in room to make shift ice pack. 

When I got back on catamaran I was still I. Shock and was asked to sign off on injury paper work both from the captain and the escort from the tour group both claiming the dock was not their responsibilities. 

I was not given the opportunity or option to get off and go back to ship and was left in tears and pain for the next 4 hours as this excursion continued. At end of tour , The ship was notified and was asked to bring a wheelchair to get me back on ship. 

The ship porter took me through security and then parked me as my husband came through. No offer was done to ask me if I needed medical or to take me there. My husband got through security check in and said did they just leave you here ? We’re did they go? 

I at this point had been on the catamaran for 6 hrs and had a much need for bathroom break as there was one no way I could make it down any stairs to a catamaran bathroom or would I want to use this smelly overflowing one with open leg wounds, so my husband takes me to our cabin. 

He then leaves to go to Guest relations, they gave him a response that this is not their responsibility and to go to shore excursion desk? No Empathy or well check asked about me.  His Name was Dereck. 

At the shore excursion desk my husband told them of the accident and our concerns about the safety of this stop and lack of safety and first aid help on the spirit of carnival catamaran and last ask for refund of this trip and to cancel the next days booked excursion as I can not put weight on my leg at this point. They would not advise the could or would do anything until my husband agreed to take me to medical for evaluation. 

Ok this is fine so he rolled me down to medical with no assistance from anyone and in my wheelchair still. Dr looked at my bruises and said keep ice on it no gave me zip bags for ice and asked if I needed any over counter pain medicine. The Dr also heard our concerns of safety of this trip and called down a safety officer to make a report.  Panos was the officer had me sign statements and took photos of my leg. we then took ice bags and left and head back to report to shore excursion desk. 

Shore excursion offer to do cancellation for next day tour and to give us half credit for todays excursion! My husband is now livid and they said they would call us later or check back with them and the see if more can be given back for refund. 

It took us many trips  and calls  to get the full refund. 

 Very disappointed with this whole experience. 

 

 

Like the others have posted, I too am sorry about your accident and the relative lack of response on Celebrity's part.  Thank you for sharing your story.  

[jean87510]

This is a reason Celebrity needs to copy carnival and post reviews for shore excursions.  It would save a lot of aggravation on both ends.  IF I think about booking a ship excursion which I try to avoid at all cost, I always search Carnivals website for reviews.  They tend to be more honest.

[Pickels]

So sorry to hear about your accident, hope you are doing well now.  As a point, among other things, always bring a first aid kit and make sure you contract a non-cruise sponsored travel insurance.  Supporting the Celebrity staff; I can speak from first-hand experience; on our last cruise on the Reflection, while walking thru the ship, I tripped and went down like a ton on bricks.  Immediately staff came over and helped me up, got a chair for me to sit and recover, brought me a bottle of water and was concerned as to my condition.  After a few minutes, I was able to get up and walk.  They asked if I wanted to go to the medical station; I said no, not needed. Our butler, brought me an ice back and arranged for a wheelchair to get off the ship, and they escorted me off the ship, thru customs and onto a cab.  Great support from Celebrity staff. 

[chisoxfan]

6 minutes ago, Pickels said:

So sorry to hear about your accident, hope you are doing well now.  As a point, among other things, always bring a first aid kit and make sure you contract a non-cruise sponsored travel insurance.  Supporting the Celebrity staff; I can speak from first-hand experience; on our last cruise on the Reflection, while walking thru the ship, I tripped and went down like a ton on bricks.  Immediately staff came over and helped me up, got a chair for me to sit and recover, brought me a bottle of water and was concerned as to my condition.  After a few minutes, I was able to get up and walk.  They asked if I wanted to go to the medical station; I said no, not needed. Our butler, brought me an ice back and arranged for a wheelchair to get off the ship, and they escorted me off the ship, thru customs and onto a cab.  Great support from Celebrity staff. 

Well when you mentioned 'your butler' ...... we were just part of the 'underserved' AQ class. 😁 

[jelayne]

3 minutes ago, chisoxfan said:

Well when you mentioned 'your butler' ...... we were just part of the 'underserved' AQ class. 😁 

I injured my ankle on a private excursion.  The ship staff brought a wheel chair to the pier and got me on the ship where DH wheeled me to the cabin.  I would not expect the staff to do that unless I was alone or DH was not able to wheel me to the cabin.  
Our cabin attendant brought ice packs 4x a day for 3 days.  Also brought me some candy and a flower.  That 1st  evening DH went to a bar solo & the bartender asked where I was.  When he heard he made my favorite drink and had DH bring it to me.  We were in a veranda.

[chisoxfan]

8 minutes ago, jelayne said:

I injured my ankle on a private excursion.  The ship staff brought a wheel chair to the pier and got me on the ship where DH wheeled me to the cabin.  I would not expect the staff to do that unless I was alone or DH was not able to wheel me to the cabin.  
Our cabin attendant brought ice packs 4x a day for 3 days.  Also brought me some candy and a flower.  That 1st  evening DH went to a bar solo & the bartender asked where I was.  When he heard he made my favorite drink and had DH bring it to me.  We were in a veranda.

Well to quote Clark Griswold in Christmas Vacation, " I wasn't talking to you'.  😊

[MarkWiltonM]

Sorry this happened to you. The cruise lines don't appear to do much vetting of the operators they do business with. I've been on too many excursions in the Caribbean where equipment was poorly maintained and even dangerous. For example, it's so rare for a bus or minibus to have functioning seat belts in the Caribbean that I'm surprised when I see them. Often, you can see that the vehicles were equipped with them but they have been rendered inoperable or removed. I was in a small excursion van in Dominica where the seat belts had all been literally cut off, for some reason. The tour guide told me that the roads are so narrow and curvy and the cliffs so steep that seat belts wouldn't do us a bit of good. Of course that's a worst-case scenario. There are a lot of possible accidents that could happen in a tour bus/van in which passengers would benefit from seat belts.  

 

[Pickels]

22 minutes ago, jelayne said:

I injured my ankle on a private excursion.  The ship staff brought a wheel chair to the pier and got me on the ship where DH wheeled me to the cabin.  I would not expect the staff to do that unless I was alone or DH was not able to wheel me to the cabin.  
Our cabin attendant brought ice packs 4x a day for 3 days.  Also brought me some candy and a flower.  That 1st  evening DH went to a bar solo & the bartender asked where I was.  When he heard he made my favorite drink and had DH bring it to me.  We were in a veranda.

IMHO---great service for all on a Celebrity cruise!  

[Pickels]

35 minutes ago, chisoxfan said:

Well when you mentioned 'your butler' ...... we were just part of the 'underserved' AQ class. 😁 

Well I'm sure the staff on Celebrity, when I fell, did not know what category cabin I was in, or what services we had.  They were just concerned with my injury. 

[raudacruise]

1 hour ago, jean87510 said:

This is a reason Celebrity needs to copy carnival and post reviews for shore excursions.  It would save a lot of aggravation on both ends.  IF I think about booking a ship excursion which I try to avoid at all cost, I always search Carnivals website for reviews.  They tend to be more honest.

Years ago Celebrity posted reviews of their shore excursions. They were very useful and I miss them.

[chisoxfan]

10 minutes ago, Pickels said:

Well I'm sure the staff on Celebrity, when I fell, did not know what category cabin I was in, or what services we had.  They were just concerned with my injury. 

I am an old school guy and don't use emoji's often but I thought  a smiling one meant 'tongue in cheek'. I don't think the OP's or my experience was meant to convey that all X crew members were unresponsive, just trying to register a frustration with an event(s). If I posted that a doctor cut off the wrong hand in my operation (has happened) being hit with a landslide of stories about how doctor's saved lives doesn't really speak to the initial concern. While a hand could not be replaced X certainly could make amends in a timely and professional fashion that would have negated the OP's 'need' to post. JMHO

[phnett]

2 hours ago, ymncruise said:

I hope you’re doing better. What a horrible experience. Celebrity should include in this shore excursion description that you’ll be walking down a sub standard dock and sailing on a vessel that is not well maintained and if you need to use a rest room, be prepared to walk down stairs to over flowing toilet. There should be standards for ship sponsored shore excursions. I’m sure this experience ruined your trip. 

Thankfully I have positive attitude and crap happens and count blessings when it could have been so much worse.The rest of cruise was enjoyable. Happy hrs so help! 
I am worried  for children or fragile elderly that could not bounce back as I did. 
I hope that reporting to all the areas I knew brings caution to this rotten and not support correct built dock to someone/ anyone at Celebrity to stop visits to Pigeon Island until this dock is restored and to fine the vender for not having any safety first aid measures for their customers. 

[horseymike]

Sorry you suffered through this. Glad you are ok. The moral of your story , sadly ,  is you cannot be too careful or assume anyone will do what we believe is " the right thing " when these accidents occur.

Did an excursion  ( stingray city ) in 2001 in Grand Cayman , it was great. Did the same excursion in 2022 with my daughter and it was terrible.Both through Celebrity.

Edited April 20, 2023 by horseymike

[phnett]

Is there a place to post reviews on Cruise Critic about good and bad shore excursion taken? 
 

[hrhdhd]

1 hour ago, phnett said:

Is there a place to post reviews on Cruise Critic about good and bad shore excursion taken? 

You could post on the appropriate Port of Call board.

[Georgia_Peaches]

What an awful experience!  You are so lucky that you weren’t more  seriously injured. It’s a shame that Celebrity staff didn’t offer more concern. It’s a missed opportunity on their part. As for excursions, we don’t book them through the ship because of the lack of reviews. The conditions of your excursion sounds horrendous. No way they should have made you continue!  Thank you for taking the time to report about it here. 

Edited April 22, 2023 by Georgia_Peaches

[hcat]

well..posting all this has had at least one educational positive

 

..we will pack a full portable first aid kit..not just  few bandaids!

thanks all..

[thebutlerdidit]

On 4/20/2023 at 11:03 AM, raudacruise said:

Years ago Celebrity posted reviews of their shore excursions. They were very useful and I miss them.

Yes, I have posted excursion reviews to the Celebrity website, even uploading photos. I miss them very much.

 

OP, I’m sorry this happened to you. I know myself pretty well, and if it had happened to me I’d have been a weepy mess feeling like nobody cared.  The injury could have happened to anyone (like you say, it’s a good think you were healthy to start with), but I’m very surprised that you weren’t shown empathy when you made it back to the ship. 

Edited April 22, 2023 by thebutlerdidit

[puppycanducruise]

Sorry this happened to you.  I'm glad you weren't more seriously injured.  Thanks for the warning about that shore excursion.

[brockmom]

On 4/19/2023 at 10:12 PM, phnett said:

While on our April 7th sailing on the Edge I had an accident while on a Celebrity Sponsored shore excursion. I am writing this to warn others so all are aware of the lack of empathy we received both from guest relations and the shore excursion teams on the Edge and can take action and not go to this shore excursion site until issues are resolved. 

First just giving you who we are , we are Elite and loyalist both to Celebrity and RCCL and I have no health issues and 60 years old. 

On our scheduled stop to the Island of St Lucia we had booked Celebrity excursion 

“ West Side Treasures by Catamaran “

That sailed to pigeon island and the swim and sail to the Pitons. This was a 6 hr tour 

The Catamaran named “the spirit of Carnival“ was an older not well kept (bathroom stoped working and overflowing while on trip as well making the covered area a smelly mess) and this trip way over sold for this event in my opinion. 

While at the first stop we unload Pigeon island park dock with the option to hike to the up to the Fort or take Swim at the beach areas. We chose to swim at beach area and had no issues here for this first part of the one hour stop. We were told to watch for the Catamaran to return at dock to reload to continue the sail to next stop. While walking up the dock to get back on boat  I stepped on a board on the dock (old dock not well kept) and the board broke and snapped off about a 16 inch section from the last nailed support and my leg fell through this dock down to upper thigh on my left leg. I was so lucky one that I am healthy, and have strong bones. 

No major brakes or cuts. I have horrible bruises and contusions both sides of this right leg.  I only had one small cut and not much bleeding. Lots of pain and could not put weight on leg for rest of day or night. 

I have some pain on left leg due to maybe a shin bone bruising. 

The catamaran captain came immediately to help pull me out of the hole, checking on me and took photos of my injuries and the dock. This dock is not safe, do not take excursions to Pigeon island until this dock is torn down and replaced. 

The next issue was the catamaran had NO first aid kit aboard!! thank goodness I only had a small cut!  It also had nothing to offer me to make an ice pack. I used my celebrity beach bag cloth one given to us in room to make shift ice pack. 

When I got back on catamaran I was still I. Shock and was asked to sign off on injury paper work both from the captain and the escort from the tour group both claiming the dock was not their responsibilities. 

I was not given the opportunity or option to get off and go back to ship and was left in tears and pain for the next 4 hours as this excursion continued. At end of tour , The ship was notified and was asked to bring a wheelchair to get me back on ship. 

The ship porter took me through security and then parked me as my husband came through. No offer was done to ask me if I needed medical or to take me there. My husband got through security check in and said did they just leave you here ? We’re did they go? 

I at this point had been on the catamaran for 6 hrs and had a much need for bathroom break as there was one no way I could make it down any stairs to a catamaran bathroom or would I want to use this smelly overflowing one with open leg wounds, so my husband takes me to our cabin. 

He then leaves to go to Guest relations, they gave him a response that this is not their responsibility and to go to shore excursion desk? No Empathy or well check asked about me.  His Name was Dereck. 

At the shore excursion desk my husband told them of the accident and our concerns about the safety of this stop and lack of safety and first aid help on the spirit of carnival catamaran and last ask for refund of this trip and to cancel the next days booked excursion as I can not put weight on my leg at this point. They would not advise the could or would do anything until my husband agreed to take me to medical for evaluation. 

Ok this is fine so he rolled me down to medical with no assistance from anyone and in my wheelchair still. Dr looked at my bruises and said keep ice on it no gave me zip bags for ice and asked if I needed any over counter pain medicine. The Dr also heard our concerns of safety of this trip and called down a safety officer to make a report.  Panos was the officer had me sign statements and took photos of my leg. we then took ice bags and left and head back to report to shore excursion desk. 

Shore excursion offer to do cancellation for next day tour and to give us half credit for todays excursion! My husband is now livid and they said they would call us later or check back with them and the see if more can be given back for refund. 

It took us many trips  and calls  to get the full refund. 

 Very disappointed with this whole experience. 

 

Thank you for warning others. I admit I always have a higher expectation when paying the extra and booking with a Celebrity tour. I always felt they must be a recommended tour if they have added them to their excursion list.

Obviously this isn’t the case.

Boardwalks can break, but to not even have a first aid kit on board is pretty shabby.

You have prepared us all

thank you

Brockmom

[NutsAboutGolf]

Sorry this happened to you, X has been sailing for 3 decades, the process/protocol most likely won't change.  If I were you, I would email the exec offices; while I doubt nothing will change in the future and they most likely wouldn't carry a first aid kit for example, perhaps you'll get an OBC for a couple hundred.  IMO, that's the least they could do

[Cruise till you drop]

This experience makes you wonder what is the benefit of booking a ship excursion vs private if you’re not also assuring safety and facilities.  Has it solely become just about making sure you get back in time?

 

We usually book private excursions and never was late to return to the ship and never had any safety or health issues.

 

I will say that on a Edge Panama Canal cruise recently that we did book ship excursions in Colon and Cartagena and both were terrible

[NutsAboutGolf]

For everyone, use this an opportunity to learn from on X or even in everyday life.  The OP didn't mention if they did this so perhaps they already did this...TAKE PICS/VIDOES of EVERYTHING, the broken dock, your injury, the overflowing toilet, etc...First, this avoids a potential "he said she said" situation but if in the event X gives you literally nothing, you at least have the threat of posting these pics/videos on social media.  We've seen it time and time again, someone accuses a person/business, there's no-minimal resolution to the victim, later a video/pic gets released and all of sudden offending party bends over backwards to get to a resolution