Cruise ship leaves behind US-family
A Family from the USA Misses the Ship on a Cruise to Alaska
A family of nine from the US state of Oklahoma was planning a large family cruise on the Norwegian Encore to Alaska. The Gault family, which includes six children, had arranged to meet other family members on board.
The entire group of 16 passengers had paid around $30,000 for the trip. On July 12, the Gaults disembarked in Ketchikan, a small town on an island chain in southern Alaska, to attend a lumberjack show organized by Norwegian Cruise Line.
However, things went wrong during their return journey. The bus that was supposed to take them back to the harbor was full. "We tried to get on the bus and one of the passengers said, 'The bus is full, and you have to wait for the next bus'", Joshua Gault told KJHR radio. Gault suspects that the bus company did not properly control who had tickets and let other passengers on instead of his family.
But no other bus came. The family eventually contacted the harbor authorities, who sent a minibus. When they arrived at the harbor, they could only watch as the departing cruise ship sailed away. "It was a nightmare," clothing, medications, and even some luggage were left on the ship.
Apology from the Organizer
After the unexpectedly prolonged excursion, the family faced a multi-day journey home with stops in numerous cities, canceled flights, and overnight stays at airports. The family had to pay for everything themselves, "all the flights for nine people, all the food for nine people, all the hotel accommodations," according to Gault. The cruise company also charged a penalty of $971 per person for missing the ship.
"The worst part, in my opinion, is how Norwegian handled the situation, treating it as if it were a customer service issue rather than an emergency," Gault said. The family is now relieved to be back home in Tulsa but still dealing with the aftermath of the unexpectedly adventurous journey. Some family members have contracted Covid-19.
Norwegian Cruise Line representatives have since acknowledged that the family "missed the ship due to an error by a local travel agent." They have offered assistance with booking hotels and flights and stated that they would reimburse the family for expenses related to food, lodging, US customs fees, and border control. They also provided a partial refund for the missed cruise days.
"As a gesture of goodwill, the company is offering each of the nine guests a Future Cruise Credit equal to a 20% discount on their next cruise fare."
Despite the apology from Norwegian Cruise Line, the Gault family's ordeal extended beyond the missed cruise, as they faced challenges in their return journey, such as overbooked buses and cancelled flights. This international incident further highlighted the importance of effective coordination between cruise operators and local travel agencies.
Moving forward, the Gault family will be setting sail on a new cruise, hoping for a smoother journey, thanks to the Future Cruise Credit offered by Norwegian Cruise Line, which allows them to enjoy a 20% discount on their next voyage, setting sail from the United States of America.
