Asked for help at Customer Service desk and was met with. No compassion

Cruises: 7+ cruises

Review: 1

Helpful Votes: 39

Review summary

Our granddaughter Jaden Smith was denied access to the ship for 3 hrs while her mother, her uncle, her aunt, her grandmother and grandfather begged, pleaded, and tried to explain she had all the original documents SHE was told to bring and even printed on the website given for an underage minor. We were ALL dismissed with a cavalier attitude that WE must have done something wrong, when both her mother Jamie Smith and i, her grandmother, had checked at least 10 times with NCL and Immigration services and told 10 times we were okay, the reason we had these papers was that Jaden's Passport had been held up for 10 weeks! The immigration services people would not communicate with NCL people and have false information that there was not a needed original document when there was. On the ship I was FINALLY put in contact with Jocel Guzman, Guest Services Mgr, who finally had compassion and sent Anna down to try to resolve the issue! I was VERY unimpressed with the compassion of Guest Services in general, as the girl we encountered first told us there was nothing that could be done and when we asked for her superior we were told nothing further could be done and our grandchild would not be allowed to board. This went on for 3 agonizing HOURS as we searched for someone to resolve this issue. We were standing by the elevators on the 6th deck and I was beginning to cry, when a nice young NCL man asked me what the problem was. I did not get his name I am sorry to say. But he went and found Jocel Guzman and brought her to us by the elevators. We were separated from our other 8 family members who were repeatedly dismissed by immigration. My daughter cried until she had no more tears. Her 2 children were crushed as we had all so looked forward to this family trip and had spent thousands of dollars to make it happen and had rechecked and rechecked to be SURE Jaden's documents would be accepted and were assured they would be since she was a minor sailing the Caribbean. Jaden was not allowed off the ship at any port, which cut into her plans with the rest of the family, therefore many of us did not go onshore either. The final straw was disambiguation. They had to be accompanied by a crew member even tho by this time her father had driven 4 hrs and arrived and given her Passport which had finally come in the mail on the Day morning we had sailed (June 6) and which they had a photo copy of, they were finally led to a bus to take them to a hotel which they had not booked. The person in charge had put the wrong name in the computer and confused them with another Smith family onboard. WE were driving home to Clermont, FL, from the port. She was told if she was not released to the bus driver they would have to reboard and start all over. They would also not hand over her Passport that her father had driven 4 hrs to bring! That's when Jamie said shed had enough of being treated like a criminal, that they were ALL American citizens and wanted the Passport back. After meeting the bus driver whose bus they were not boarding, she was finally given Jaden's Passport and they were allowed to come home with us. How embarassing and mixed up THAT last episode was! We have sailed on other cruises before in suites such as Holland America and have always left feeling like royalty! We have NEVER been treated with less dignity and compassion and we will NOT recommend your cruise line to our friends and family. JOCEL GUZMAN and ANNA were our heroes for getting Jaden on the ship, which should not have been an issue in the first place. But then to not give her her own Passport after disambiguation was beyond rude and demeaning for this 15 year old girl, who was adopted from an orphanage by our Daughter and her husband at age 2 from another country. She has been a US citizen for 13 years and her Passport was a simple renewal, NOT an original! Way to go, NCL, for making her and her adopted brother feel abandoned and unwanted AGAIN! Sincerely, Linda Hutchings

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Ports of call

Miami, Florida

Charlotte Amalie, St. Thomas

Tortola, British Virgin Islands

Nassau, Bahamas

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