The NCL Stranded Passenger “Fiasco”: Your Replies

Last week I shared some of my thoughts related to the consumer press coverage of Norwegian Cruise Line leaving eight passengers behind when they returned to port more than an hour late. I wrote about what I thought the impact on the travel advisor community might be from this press. Boy, did this story hit a nerve with TMR’s readers. We received more replies to this column than any I’ve written previously.

While most of you agreed that NCL was in the right to leave these stragglers behind, not all of you did. And you were split pretty much down the middle on selling third-party excursions.

Here’s a sampling of the feedback we received:

I have been a travel agent for 13 years and I discourage TPE for this exact reason. It’s not always about commission but for the safety of my clients… NCL did more than they needed to in a situation that they were not at fault… This was an error on those passengers, especially in a country like this. Clients risk this situation every time they think saving money versus their safety is more important.

Joyce Marazino, travel consultant
Boca Express Travel

I must certainly disagree. Notwithstanding the legality of departing without the passengers due to their being late on a private tour, if this had been in an area other than Africa, I would say yes. However, this is a most isolated part of the world, they did not have the language, currency, and their meds and belongings were onboard the ship – the Captain certainly had a duty of care no matter what the cost of remaining in Port. NCL would have been aware of the logistics of getting around Africa – in that part of the continent it’s not that simple as traveling from point A to point B, you sometimes have to go via point C and point D – and this is where I have the problem with NCL.

Roslyn Hakim, travel manager
Orbit World Travel (Australia)

I think clients will be harder to talk into any third-party excursion – and travel advisors cannot take on the liability of promising they will get back on time. We can say they pretty much always do, the ones that we’ve been on did, etc., but we cannot promise. And clients are going to want that. Yes, the ship was right to depart. However, I think NCL might have looked harder at a ‘humanitarian one-time exception’ since the ship was still in port. It’s having left so many people without their medication that gives me pause – though I know it was all rightly advised and done.

Sally Watkins, CTC
Century Travel

I use reputable 3rd party vendors frequently for my guests’ excursions and they truly value them, as they are individualized or same excursions in smaller groups and for less money. I used 3rd part vendors frequently for myself as I want to test them out for my clients as well. Most of the ones I used have the guarantee to get guests to the next port at the excursion’s expense if they are not back on time.

Joy Teet, MCC, CTA, VTA and Ray Teet, MCC, VTA
Dream Vacations

Upon reading all about this ‘fiasco’ early this week, my one response was ‘how typical of NCL.’ I realize that might not be the whole story, but I have personally experienced the lack of humanity of this cruise line’s culture. Perhaps not even in such a dramatic fashion but similar in nature… Frankly, in all the years I have been in business, I have never booked an NCL cruise for any of my clients. And, never will I do so… Stuff happens and while I would not have expected the ship to go BACK to get them, they could have ‘stretched’ the rules to allow them to board. Third party touring can be the highlight of any cruise. The ship-sponsored activities are less than creative and usually cookie cutter and overly crowded. I hope no travel advisor ever decides not to book other tours just because NCL is mean spirited and cruel.

Ellen Morse
Ellen Morse Travel

I have been in this business for 35 years and I am so sick and tired of the media and its portrayal of situations as this. As I do feel for those left behind, I’m sorry but they are told many times that the ship will leave if you are not back. There are many legitimate 3rd party companies for shore excursions or the cruise ship itself offs them as well. As far as 3rd party excursion companies, I personally will not stop using them. There are many companies that will, as you outlined, make sure you get back to the ship or to the next port if they don’t get you back in time.

Debbie Groulx
Trevello Travel Group

Exactly one year ago today, I embarked on a new journey, one that aligns with my deepest passion: travel… At this time, I have not recommended third-party excursion suppliers to clients on a cruise. I’d feel personally responsible if anything went awry during an excursion… It’s a delicate balance between providing enriching experiences and safeguarding my reputation. I have to admit, before I became a travel advisor, I warned people about going off on their own or using a third-party supplier, simply because of an experience friends of ours had when they used a local tour group in Roatan to go snorkeling… I understand that circumstance can arise on any excursion. Right now, I’d rather avoid potential pitfalls. Yes, commissions matter, but not at the expense of tarnishing my budding reputation. For me, a satisfied, healthy clients, is worth far more than any monetary gain.

Andy Warren
Voyasea

I agree that this media coverage does not help us in our business. I have found myself as of late trying to restore the integrity of several cruise lines that I have a guest going on… It’s a bit of an uphill battle without having to handle the fallout regarding excursions. I personally utilize other companies in ports to give my guest and myself a more intimate, cultural experience that they will get on a ship excursion.

Cheri Gagon
Your Travel Bug

I’m not an NCL fan but they did nothing wrong here… As for selling outside or private tours – no, I do not do that. Yes, I could make money by doing it but I guess I am old school. I do not feel I have to make a commission on every component I sell. I am making a commission by selling the cruise and part of selling that cruise is to make sure my client gets on the cruise has fun and comes home from the cruise with no hassles. We do not get paid on the air provided by the cruise lines either but sometimes they need a flight.  Pretty much any vacation we sell has components that will be non-commissionable.  They should still be booked by the agent.  If the agent feels that a service fee is needed to provide that service then charge a fee but protect your clients’ interests… I don’t care if the outside tour company says that they will guarantee getting back to the ship on time or not.  What does that guarantee really mean? You cannot helicopter them out to the ship and drop them down. You would need to get them to the next port, which can be a distance… I won’t be responsible for booking my clients anything other than a ship tour whether I make money or not.  I explain the risk of doing a private tour and leave it up to them.  They in no way will book without knowing that the ship will leave them if they are not back on board by the designated time. 

Jennifer Brink, manager
Gulf Coast Travel World, Inc.

I would bet these passengers were getting a ‘deal’ by booking their own excursion at the pier with a taxi driver, or unknown driver… Companies that travel advisors use know the importance of getting back in time.

Shirley Silvestri, CTC
Andavo Travel

I always tell my clients if they are not going to use the cruise lines excursions then they need to work with an independent tour operator that guarantees that you will be back on time… When I escort big groups and we do our own excursions I always arrange that we are back at the ship at least 1 hour before the posted all-aboard time. You have to allow time for the “what ifs”! I don’t think it’s a bad reflection on Travel Advisors at all. I see it as the perfect opportunity for us to use this article to promote our services and expertise.

Joe Leo, CTA, CCC, CWEP
JBL Travel Group LLC

I ALWAYS tell my clients to book their excursions through me or the cruise line, never ever anywhere else, especially at the port. I inform them that they have no insurance with the cruise line or myself if they take that route to get them a ‘deal’ on excursions. I believe the cruise line is 100% in the right to leave them behind. To say one was pregnant and elderly makes them look even worse for not making it back in time. They are not more important than the 1000s of people who DID make it back in time… I don’t believe this will detour my clients from booking a cruise. If anything, it’ll reinforce the severity of being back on time.

Janet Ann Kelly
Marlin Travel

I agree with the idea that the cruise ship tours are way over booked. I use Project Expedition and yes, they do accept the responsibility of getting the clients to the next port if they miss the call. However, they will do everything possible to make sure the clients are back on the ship at the time expected.

Cathy Braun
Blue Ribbon Travel