A family from Oklahoma, the Gaults, joined their extended relatives for a much-anticipated reunion aboard the Norwegian Encore.
This 16-member group spent around $30,000 on the trip, only to have their plans derailed in the remote city of Ketchikan, Alaska.
Joshua Gault and his family of nine had disembarked for a lumberjack show, an excursion organized by the cruise line.
As the show concluded, they noticed a rush for the bus returning to the ship.
Despite their efforts, they were told the bus was full and to wait for the next one. Unfortunately, that bus never arrived.
They later discovered that the bus attendant wasn’t checking tickets properly, allowing others to take their seats.
With no bus in sight, the Gaults contacted the port authority, and a van was dispatched to pick them up.
However, they arrived just in time to see the Norwegian Encore sailing away with all their belongings, including clothes, medications, and passports.
Stranded in Ketchikan, over 1,500 miles from Anchorage and nearly 300 miles from Juneau, the family faced a dire situation.
Joshua described the ordeal as a nightmare.
Left with six young children and his 78-year-old mother-in-law, all of whom required daily medication, the family had to abruptly stop their treatments.
Additionally, since most of their passports were on the ship, they couldn’t reunite with the Norwegian Encore in its next destination, Canada.
To make matters worse, they were fined $971 per person by the cruise line for missing the ship.
While arranging flights and accommodations, Joshua discovered nearly $9,000 in charges on his credit cards.
The family endured several days of travel, canceled flights, and overnight stays in airports, paying out of pocket for flights, food, and hotels for nine people. Upon returning to Oklahoma, some family members tested positive for COVID, adding to their distress.
Seeking Answers and Compensation
Joshua and his wife, Cailyn, have been pressing Norwegian Cruise Line for answers. They were often met with vague responses, adding to their frustration.
Norwegian Cruise Line eventually acknowledged the error by a local tour operator and stated they had attempted to contact the family and arranged a hotel for the night. They also mentioned securing flights to Seattle for the Gaults.
Compensation and Future Credits
Norwegian Cruise Line promised to reimburse the family for their out-of-pocket expenses, customs fees, and provide a pro-rated refund for the missed cruise days.
Additionally, they offered each of the nine guests a 20 percent discount on their next cruise as a goodwill gesture.
A Pattern of Stranding Passengers
This incident is not isolated. Just a few months earlier, a group of eight Norwegian Cruise Line passengers was left stranded on a remote African island after missing their ship.
They endured a journey through six countries before finally rejoining the ship.
Conclusion
The Gault family’s cruise, meant to be a joyful reunion, turned into a stressful and costly ordeal. Despite the cruise line’s efforts to compensate them, the experience left a lasting impact on the family.
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