IT MATTERS TO MARIA – Cruise dream turns into horror
An upset Michael Atherley still believes that he should have been able to reschedule a cruise.
Fri, August 06, 2010 - 12:00 AM
MICHAEL ATHERLEY wants to know why the operators of the Carnival Cruise Lines have refused to allow him to reschedule a cruise he booked on their ship Carnival Victory.
After purchasing two tickets for over $4 000 for a one-week Caribbean cruise that sailed on March 29 last year, Atherley was denied boarding because he did not have the required United States visa to enter Puerto Rico.
The upset man says he has been trying for over a year to get Carnival Cruise Lines to give him a new date to travel; but to no avail. All he has received is a refund of $744.48 – which represents Government fees, Port charges and fuel surcharge.
A disappointed Atherley said he could not understand why he was being penalised by the cruise line, because it was an innocent misunderstanding that led to his not having his United States visa on the day he was to sail.
He explained that the cruise, which was supposed to be a celebration of his birthday, had been organised by a friend.
“When she booked the cruise I told her that my visa had expired and that my date to obtain a new visa was after the cruise; but she told me that was not a problem because a paper was issued by the ship for persons who wanted to get off in Puerto Rico.”
Atherley said he took her word, but learned on the day he was to sail that this was no longer the practice.
“I took out a loan from the credit union and gave her the money to purchase two tickets. She made the booking with Going Places Travel Agency. On March 29 when we went to board the cruise, I was asked if I had a US visa; and when I said no, they told me that I could not travel on the ship, and escorted me off.”
Though he was shocked, Atherley said he felt that all he would have to do was to reschedule for another date – but that was not to be.
“This is over a year that I have been back and forth with Going Places and Carnival Cruises about this situation. I even got my lawyer to write Going Places; but all I have received is a small refund.
“They told me that a new date was not an option. I still have to pay back the credit union for this loan – and all I was asking for was another date, even if I had to pay a penalty fee. But it is hard to be paying for a cruise which I never took,” he lamented.
Hanif Bham-Moore, vice-president (operations) at Going Places referred us to correspondence which he sent to Atherly’s attorney and the person who booked the cruise on Atherley’s behalf.
In a letter Bham-Moore noted: “We have on numerous occasions spoken to Carnival Cruise Lines and have escalated the issue as high as possible in an effort to assist Mr Atherley with reinstating his booking. Unfortunately all attempts have been unsuccessful.
“The policy of Carnival Cruise Lines and Going Places Travel is clear; it is the traveller’s responsibility to ensure that travel documents, including passports, entry visas, etc. are valid and in place as required. Carnival Cruise Lines does not accept responsibility for the traveller not having the necessary documents.”
Carnival’s website also states: “Proper travel documentation is required at embarkation and throughout the cruise . . . . Any guest without proper documents will not be allowed to board the vessel and no refund of the cruise fare will be issued. Carnival assumes no responsibility for advising guests of proper travel documentation.”
In response to an email questioning if a guest would be able to reschedule a cruise, Carnival stated: “Our policy states that any guest travelling without proper documentation will be denied boarding the ship and will be under full penalty, and therefore, will not be offered a refund or a replacement cruise.”
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I am amazed that this gentleman chose to take advice from anyone other than the Travel Agent or the Cruise Line. In my opinion, had he been given the wrong advice by the Cruise Line of the travel Agent he would have a legitimate claim. It would be interesting to know whether the other person who was due to travel had a visa or whether they too are suffering the same fate. The moral of this story is to get your information straight from the horses’ mouth so to speak and non other. If the conditions were written in the contract then it is my view that this gentleman is at the mercy of the Cruise Liner. I think that in most cases it is up to the traveller to ensure that their travel documents are in order, before they travel.
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Comment LinkMr. Atherley, I feel badly for the lost of your money. But let this be a lesson to you: The woman that gave you the incorrect/Wrong information in the first place…. DUN WID SHE. She is obviously a First Class Know-It-All who will get you in some good trouble, if not more debt!
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Comment LinkBased upon facts in the article, at no time during the purchase of the tickets did any representative of Going Places Travel interface directly with Mr. Atherly. Also, Going Places Travel was not asked by him to provide any advice about what constitutes proper travel documentation. Instead, Mr. Atherly relied on his friend to handle all aspects of the transaction. Given his concern about the expired status of his visa at the time of booking, he should have sought proper advice from someone in the travel industry. Instead, he placed his trust in a friend to his detriment. I agree with another poster… If anyone is to refund Mr. Atherly the monies spent, it is the friend.
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Comment LinkI have been on a cruise and the travel agency not only stressed the need for a visa but they checked my passport well before the cruise. Going Places need to shoulder some responsibility. “Ella” how dare you make such an offensive comment about Barbados “This is a country with many poor people and not with the highest of intelligence either” - OH NO! Barbados has produced and continues to produce persons who excel in all spheres of life locally and internationally. Please take this advice although it is too late, keep your fingers quiet and let people think you are an idiot than use them and put the issue beyond doubt. Let people with sense comment on current affairs. Hope you don’t multiple.
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