The Smartest Way To Deal With These 6 Cruise Nightmares
The Smartest Way To Deal With These 6 Cruise Nightmares
I’ve been following several cruise-gone-wrong sagas that inspired me to make this cruise nightmares blog. They include outraged passengers on board Silversea’s Silver Muse in Asia raging because the Captain decided to miss three iconic ports that most had booked the cruise for. And a distraught Denver family facing a medical bill of $150,000 after their father fell ill on European cruise.
Cruise Cancellation Nightmares
Let’s start with your dream cruise disappearing when the cruise line cancels it. The issue we face is there is no legal or regulatory compensation required, and nothing in the cruise contract about compensation if they cancel on us. And so, what happens varies, even by the same line.
So, what should you do?
First there are some prevention steps like not booking cruises with a high risk of cancellation to start with. For example, I always avoid booking Maiden Voyages because often they’re cancelled. Sun Princess, when it came into service, had multiple of their Maiden Voyages cancelled.
These days, due to the Middle East troubles, don’t book anything that’s going anywhere near the Red Sea or relies on going through the Suez Canal to get the ship to where you are picking it up. The likelihood of cancellation is high.
Second, if you are not booking flights and hotels through the cruise line, try and ensure your bookings are flexible or have low change fees, as the line will only offer meagre compensation to cover changes.
Cancelled before leaving
If your cruise gets cancelled before the trip, you will have the option to be refunded any money paid-to-date, or to switch it to another cruise. Problem is, they will not guarantee the price you paid, and the new cruise will be at the prevailing fares. As well as a refund, you’ll be given some Future Cruise Credit or a discount on a future cruise as compensation. How much varies wildly by line.
If you’ve booked flights, hotels or excursions through the cruise line they will cancel and refund. But, if booked independently, the cruise lines gives relatively small amounts to cover flight or hotel changes only usually. For example, I usually see $200 per person to cover flight change fees if a domestic flight has been booked independently, and $400 for international ones.
As some insurance companies won’t cover your costs when a line cancels your cruise, arguing you need to reclaim them from the line, make sure you keep documentation for any costs above that and submit a claim to the cruise line anyway.
Changing & Missing Port Cruise Nightmares
But, what if the cruise isn’t cancelled, but the line makes major port and itinerary changes before you go perhaps removing ports that made you chose that cruise?
Unfortunately, the cruise contract you agree to when you book allows them to make changes without any right to cancel or receive compensation if they do.
So, if you do not like any changes, you will need to contact the line and argue you see the change as “significant” and demand a refund or to change to a different cruise.
You should be in a stronger position to get compensation if ports are cancelled or changed during the cruise, but only if it is due to a cruise line issue. Like mechanical problems, and not weather, unrest or safety reasons.
If it is a weather-related change and a port is skipped by the Captain for safety reasons, you should expect, as standard, very little. You often get or can ask for port fees to be refunded, but lines generally will not offer anything else and will resist requests for compensation.
Mechanical issues
But, if mechanical and there is no set agreed compensation, expect an offer of some kind and push back if you think it is not acceptable. I have seen lines increase compensation if the bulk of passengers demand more.
In that Silver Muse example I mentioned, the ship missed ports due to a propulsion issue. So, the Captain decided to sail direct to Singapore to get it fixed. Passengers were offered Future Cruise Credit for the number of days they missed in the iconic ports that had to be dropped, so the ship could make its way to Singapore for assessment and repairs. Excursions were arranged without charge for the time there.
Three things to note here. As there is no set agreed compensation rate, you will need to decide if any offer is appropriate.
Second don’t book a cruise based on an absolute must go to port. There are too many variables and reasons you may not get in. If there’s a place you absolutely want to see, a land-based trip rather than a cruise may be a safer option.
And third, some insurance policies include missed port cover. If you have that, make sure you get a letter from the ship to prove it was missed.
Denied Boarding Cruise Nightmares
The next nightmare issue where things can go wrong is passengers being refused boarding. It happens more than I had realised.
I covered this in depth in a recent video, but want to warn you that the main reason for being denied boarding is passengers not having the right documents. The key one being a passport.
Many USA cruisers are used to being able to cruise out of the USA to the Caribbean and Alaska with their birth certificate and picture ID, like a driving licence.
However, many have often fallen foul going on a Panama Canal cruise, forgetting that these call into countries that require a passport.
Recently dozens of people were refused boarding a Princess Cruises Panama sailing from Port Everglades. And what makes it worse, many had called Princess to check if they needed a passport and had been told they did not.
Visas
A couple this week told me they were denied boarding a Queen Mary 2 Transatlantic cruise from the UK, because they hadn’t got a USA ESTA visa, which UK residents need to get into the USA. They were upset, as they said Cunard hadn’t told them they needed one.
So, the learning is to avoid being denied boarding for wrong documents, you must take control and check. Do not rely on the cruise line.
What should you do to make sure this doesn’t happen to you?
Always cruise with a passport even if it’s not needed. Because even if you get disembarked in the Caribbean from a cruise, like when Norwegian Encore ran aground in the Caribbean, or you need to get home for an emergency, you need one to fly into the USA.
Check entry and visa requirements for countries on sites like the UK Foreign Office and for USA residents the US State Department Travel Advisory site.
And remember, things keep changing. For example, Europe and the UK are introducing ESTA visas like the USA and Canada for foreign visitors.
If you ever get refused at a port because you haven’t got something like an ESTA, go online and apply there and then. Some get approved and issued immediately or within an hour or so, and so you may still be able to board.
Missing The Ship Cruise Nightmares
Next, something I fear is getting back from exploring a port and finding the ship has left without me.
Like with the other nightmares, some preparation is the best way to avoid it.
First, I check my phone and watch are on “ship time” so I know what time they are on that I must work to. Usually that will be the same time as in the port.
Next, I do not rely on my phone changing time automatically, on a cruise I always set the time zone manually and I take a photo as I leave the ship of the board with the all-aboard time to remind me.
I always consider taking a cruise line excursion, as they will usually wait if those are delayed or will get me to meet the ship at next port.
Important documents
I always get off the ship with the details of the port agent, and ideally my local embassy. Those are normally within the cruise daily program, or some cruise lines have it in the app, so I take screenshots of that in the App, a photo of the daily program or I take the physical program itself.
Another thing I always take is a credit card and some form of picture ID, like a driver’s licence. These will be key if I miss the ship and must fly to the next port in the same country, hire a car, or book into a hotel.
I have copies of all important documents stored online where I can access them. I use Dropbox so that I can access copies of my passport, insurance, cruise booking, etc.
The other thing that I never go into a port without is a phone, and often with a charger as well.
But even with all that in hand, what if you do get left behind?
The Port agent is your friend
First, contact the cruise line Port Agent as soon as you can, and especially if you are running late. They can then have a discussion with the Captain to see whether any opportunities for the ship to wait for you are possible, or they will start to make plans if they cannot.
The Port Agent will liaise with the ship on the next best port to meet up with the ship and give you some guidance on how to get there. They, nor the cruise line, will make arrangements for you nor cover any costs to get to the next port.
It is possible in some cases the line will give the Port Agent your passport, especially if they’re holding it, as they must do on some cruises. Occasionally, if they know that you’re late and you’ll need a passport to get to the next port they may access your safe to recover it.
If you decide you’re not going to try and catch up with the ship, the line will pack up and ship your belongings at your cost.
Lost Luggage Cruise Nightmares
Let’s talk about an unfortunately common nightmare these days, and that is if your luggage doesn’t arrive with your flight to join a cruise. It has happened to me.
After it did, I put in place some preventative steps.
First, I now try and fly non-stop to reduce the risk of my bags getting stuck at the connecting airport. That seems to be where most bags miss the flight!
Next, we spread our clothes across our suitcases. So, instead of having a suitcase for my clothes and another for my partner, we split clothes within the suitcases. So, if one goes missing, we both still have some clothes.
I take a photograph of my bag, so I can accurately describe it. I’ve travelled all over the world with my suitcase and when it went missing, I struggled to describe the colour.
AppleTags
Next, I started using AppleTags so I can track and find my suitcase and help locate it.
If your bag doesn’t arrive speak to the baggage customer service desk who will check where your bag is.
For example, before I had AppleTags when my bag did not come out on the flight’s baggage belt, they could tell it was in the hall but on a different flight’s belt.
If missing, they will give you a reference number and contact details and take yours to try and get the bags to you when they arrive.
Ask too if they provide any immediate compensation to cover buying essentials and a few items of clothing to tide you over.
As soon as you board, see Guest Services with those details, and they usually will take over liaising with the airline because they understand how difficult it is to make connections, and can let them know where and how to get the bags to the ship.
I found that when my bags went missing, that took away a lot of stress and my bags did arrive at the ship the next day, as we had an overnight, it was even easier.
If you need to buy any clothes to cover you, keep any receipts as you will need that to make an insurance claim.
Illness or Injury Cruise Nightmares
The next thing where your cruise could go wrong is if you fall ill or injure yourself on the cruise.
What should you do, and expect, if you find yourself in this situation?
Again, preparation could help.
I always take a first aid kit with me to cover the basics, like painkillers, anti-diarrheal, seasickness, band-aids and so on which could address everyday issues.
But if it is not, call the Medical Centre.
Cruise ships have a doctor and nurses, and the ability to treat routine issues and do tests, including X-Rays on many ships, and they have a pharmacy. It is costly however, starting at $100 a visit and costs mount up fast.
Even though you can claim back from your insurance by submitting the bill after the cruise, you will have to pay the cruise line, before disembarking, the full amount.
The Medical Centre’s job is to stabilise people and deal with minor issues. If you’ve got something more serious, they’ll either disembark you to a hospital at the next port, or if it’s serious they’ll arrange for a medivac.
Insurance is a must
That is why it is essential to have insurance and make sure that you are adequately covered.
At the beginning of this, I mentioned a couple facing a $150,000 bill. Diane and Adrian Matlock from Denver USA were on a European cruise, and he fell ill with flu, and was disembarked to a Danish hospital. He spiralled into pneumonia, and then he had some minor strokes.
They had some insurance, but it only covered them for up to $24,000. But his bill hit over $150,000, as the doctors felt he needed to be Medevaced to finish treatment at home.
When you take out an insurance policy, make sure that it has got cruise cover and will also cover you for medevac and stays and treatment in foreign hospitals.
Symptoms
If you are feeling seasick, the cruise line will normally provide you with seasick pills for free at Guest Services, and if that does not work, the Doctor can give you an injection.
You’ll find that if you have the symptoms of Norovirus, like diarrhoea, you can’t buy antidiarrheal products from the ship shops. It’s a red flag for either Covid or Norovirus, so you can only get those from the Medical Centre.
If you’ve taken a first aid pack and you’ve got some, see if that helps.
If you contact the Medical Centre and they assess the Norovirus risk, you may be required to quarantine in your cabin. Usually with free room service and Wi-Fi.
Similarly, if you have Covid symptoms, if you’ve brought some tests then check. You are expected to advise the Medical Centre who are likely to ask you to quarantine until a negative test. These days only some lines refund in Future Cruise Credit days you quarantine.
If you have teeth problems, like when I had part of a tooth crack off on a Caribbean cruise on embarkation day, other than painkillers the Medical Centre cannot help as no dentists on cruise ships.
I always take a tooth repair kit, which I buy from my local pharmacy. And if it cannot wait, find an emergency dentist online in a future port and contact them to arrange an appointment, like I had to do once in Key West on that trip.
