May 2013 - Eurodam to Europe - Northern Europe
We were booked on a Baltic Sea 10-day cruise. Due to airline delays, we were late getting into the embarkation port and could not wait for our luggage at the airport. The HAL driver repeatedly assured us that he would file the report which would take care of getting our bags to us at our next port. He confidently stated that it “happens all the time.” Foolishly we believed him.
After dealing with many lies told by the Front Desk staff, we contacted family at home who talked to a HAL agent in Seattle. It was AFTER that conversation that the luggage report was filed. The bags were in Copenhagen the whole time waiting for information as to their next destination.
We understand that mistakes can be made. But to lie about what happened and not accept responsibility for their employees is inexcusable. Their token $100 of compensation for what happened was insulting.
This could have been a cruise of a lifetime. Instead we were without our own clothes, toiletries, etc. for all but 36 hours of a 10-day vacation! We also spent almost all of our on-board time talking to the Front Desk staff, trying to determine the whereabouts and how to get our luggage. It was only after we were off the ship that we discovered how much they lied to us!