An Oklahoma family experienced unexpected distress when Norwegian Cruise Lines left them behind in Alaska.
A family of nine faced immense challenges after a failed shuttle pick-up, which led to them missing their cruise and incurring substantial financial and emotional stress, the New York Post reported.
It was a typical vacation day on July 12 when the Gault family from Oklahoma planned to enjoy a local lumberjack show in Ketchikan, Alaska. Scheduled to be shuttled by a local tour operator, the family was eager to explore the shores while their Norwegian Encore cruise ship was docked.
However, the day took a turn when the shuttle service, overwhelmed and chaotic, failed to check tickets properly. Joshua Gault and his family should have been correctly informed about the availability of the shuttle to return them to their ship.
Within moments, to the family's dismay, the Encore sailed away. Stranded, they needed essential items such as passports, clothing, and necessary medications, exacerbating a stressful situation.
"Six kids on board, minor children, and a 78-year-old mother-in-law, all on medication. We all had to quit cold turkey medication these last few days because it was all on the cruise ship," recounted Joshua Gault, highlighting the severity of their predicament without their belongings.
The misunderstanding with the shuttle service was more than just a minor oversight. Joshua Gault described the scene at the bus loading area as chaotic, with attendants scrambling and eventually telling them the bus was full and they would need to wait for the next one, which never occurred in time.
Faced with the ship's departure, the Gaults' troubles escalated. As they missed the scheduled departure from Alaska and, consequently, a visit to a foreign port, they were slapped with nearly $9,000 in customs fees due to violating the US Customs and Border Protection's Passenger Vessel Services Act.
With no way to catch up to the cruise at its next stop in Canada, the Gaults were forced to seek new accommodations and arrange for travel back to Tulsa. Their journey home was fraught with airport overnights and various transits, during which they contracted COVID, adding sickness to their fatigue.
Joshua Gault added to their woes, "We're beat down right now. We're unhealthy and beaten down." The impact of their ordeal was physical as much as it was financial and emotional.
Before these disastrous events, the family had invested about $30,000 in their cruise trip, expecting a seamless and enjoyable vacation, which took a starkly different turn.
In response to the Gault family's ordeal, a representative from Norwegian Cruise Lines stated that attempts were made to contact the family to arrange lodging. Additionally, "These guests will be receiving a pro-rated refund for the two cruise days they missed," the representative added. They also mentioned a goodwill gesture, offering the family a Future Cruise Credit with a 20% discount.
Cailyn Gault, expressing her frustration, noted, "We're still looking into it; we haven't forgotten about you," manifesting the family's feeling of neglect. "No, we feel like you pretty much forgot about us when you left us in port and told us to go figure it out," she retorted about the lack of immediate support from the cruise line.
With Norwegian Cruise Lines initiating a refund for the customs fees and promising to cover travel expenses plus a future cruise credit, the Gaults await these promises to materialize, wary yet hopeful that no further challenges arise.
This incident has brought to light Norwegian Cruise Lines' policies and echoed previous similar events, like the incident in April where passengers were left in Africa. Each case sparked concerns about cruise line responsibility and passenger safety.
The Gault family's unexpected ordeal in Alaska serves as a poignant reminder of travelers' vulnerabilities, where a simple miscommunication can spiral into a significant crisis.
As the family recuperates from their strenuous journey and the repercussions of being abandoned far from home, their story sheds light on the importance of stringent checks and balances in passenger transport operations, especially in scenarios involving vulnerable individuals like children and older people.
In conclusion, an Oklahoma family, condemned to navigate a slew of logistical and health hurdles after being left behind by Norwegian Cruise Lines, now anticipates just compensation and additional measures to ensure such an incident doesn't recur, shining a spotlight on the necessity for improved customer care practices within the cruise industry.
