Family Stranded by Cruise Ship Faces Financial and Emotional Hardship
A cruise line is under scrutiny after leaving a family stranded and forcing them to incur significant expenses. The Gault family from Oklahoma had planned a cruise for a family reunion, but their excitement turned into distress when the Norwegian Encore departed without them, leaving them to arrange their own return to the port.
The Incident
The Gault family, consisting of nine members, attended a LumberJack show in Ketchikan, Alaska. Due to a bus pickup error, they missed the ship’s departure. With their passports left onboard, the family had to spend several days and a substantial amount of money trying to catch up with the ship.
Cruise Line’s Response
The cruise line issued a statement acknowledging the situation, attributing the issue to a local tour operator’s mistake which led to the family missing the ship’s departure time. The cruise line contacted a local port agent for help, arranged accommodation for the night, and booked flights to Seattle for the following day.
The cruise line has promised to reimburse the family for expenses incurred, such as meals and lodging. They have also processed a refund for the U.S. Customs and Border Patrol fee and are offering a pro-rated refund for the missed cruise days. Additionally, each family member will receive a 20% discount on a future cruise.
Family’s Ordeal
Joshua Gault, one of the affected passengers, described the ordeal. The bus did not return as expected, and although they secured a van from the port authority, the ship had already left. The family, which included a 78-year-old mother-in-law and six children on medication, endured significant difficulties.
Additional Challenges
One family member’s passport was still on the ship, complicating their attempt to reunite in Canada. Moreover, the cruise line imposed a fine of $971 per person for missing the ship, which Gault criticized as disregarding the urgent nature of their situation.
Lessons Learned
While the cruise line’s response aims to address the incident, the Gault family’s experience underscores the critical need for effective coordination and communication between cruise companies, local operators, and passengers.
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