Family Stranded by Cruise Ship
A cruise ship company faces criticism after leaving a family stranded and forcing them to pay thousands of dollars. The Gault family from Oklahoma had booked a cruise for a family reunion. Their excitement turned into a nightmare when the Norwegian Encore abandoned them, leaving them to find their own way back to the port.
The Incident
Nine family members attended a LumberJack show in Ketchikan, Alaska. A mix-up with the bus pick-up left them stranded, unable to catch the ship. The ship sailed off with their passports, leaving the family no choice but to spend days trying to catch up at a significant cost.
Cruise Line’s Response
The cruise line released a statement acknowledging the incident. They stated that a local tour operator’s error caused the family to miss the ship’s all aboard time. The cruise line alerted the local port agent for assistance, arranged a hotel for the night, and flights to Seattle the next day.
They also committed to reimbursing the family for out-of-pocket expenses, including meals and accommodations. They initiated a refund for the U.S. Customs and Border Patrol fee and offered a pro-rated refund for the missed cruise days. Additionally, each family member received a Future Cruise Credit of 20% off their next voyage.
Family’s Ordeal
Joshua Gault, one of the stranded passengers, described the chaos. The bus never returned, and though they got a van from the port authority, the ship had already departed. The family, including a 78-year-old mother-in-law and six children on medication, faced significant hardships.
Additional Challenges
One family member’s passport remained on the ship, preventing them from reuniting in Canada. The cruise line also imposed a fine of $971 per person for missing the ship, which Gault criticized as ignoring the emergency nature of the situation.
Lessons Learned
While the cruise line’s response attempts to rectify the incident, the Gault family’s experience highlights the importance of thorough coordination and communication between cruise companies, local operators, and passengers.
