Family Turns to NBC6 Responds for Help After Cruise Communication Mishap
A Disappointing Experience
Javier Soni said his three-year-old son was very excited about hopping on a cruise with his parents last year. “He has been saying nonstop, ‘I want to go into cruise ship, Mommy,'” Soni said. “I’m getting a cruise ship toy.’ And we were super, super excited about this.”
Unexpected Turn of Events
Soni said the family was set to sail in December on a seven-night cruise through the Caribbean aboard the MSC Seascape. But their plans took an unexpected turn when, hours before they were scheduled to arrive at PortMiami, they received an email saying there had been an emergency medical situation that was delaying the ship by three hours.
Denial of Entry
“So I called MSC and I said, ‘listen, I got this email. It’s very strange. Would you confirm this is true?'” Soni said he told the agent. “And they said, ‘yes, be there by 6.’” But Soni said when they arrived at the port at 6, they were denied entry and were given disheartening news. “The ship has closed its doors,” he said he was told. “You’re not coming in.”
Disappointment and Frustration
“It was absolutely devastating,” he added. Soni said he called the cruise line but got nowhere. “All they said was ‘you’re on your own – call your booking agent,'” he said. He told NBC6 the third-party website he used to book the cruise referred him back to MSC. After a few emails, Soni said he got a call from an MSC representative to discuss his options, including a shorter cruise, which was something he didn’t want.
Seeking Help
He told NBC6 the family was left feeling frustrated and disappointed. But when he was told that there was no option to get on the next ship with the same itinerary, he decided to ask NBC6 Responds for help.
NBC6 Responds to the Rescue
NBC6 Responds contacted MSC on the family’s behalf and received a statement from a spokesperson. “The embarkation and departure of MSC Seascape’s December 14, 2024, sailing was delayed due to a medical emergency on the previous voyage. Though we made every effort to communicate the change, a small number of guests missed their sailing. We handled rebooking and compensation for those guests swiftly and thank them for their understanding during this unusual situation,” the statement read.
A Satisfactory Resolution
Javier said he eventually reached an agreement with MSC he was happy with, but could not share any details. He did say the family was looking forward to sailing with the cruise line very soon. “They really, really put a lot of effort into making things right for my family,” he said. “Thanks to…your team’s help, we were able to…solve this problem and I am very, very, very grateful for it.”
Conclusion
The Soni family’s experience highlights the importance of clear communication between cruise lines and their customers. While the family was initially disappointed and frustrated, they were eventually able to reach a satisfactory resolution with the help of NBC6 Responds. This story serves as a reminder that even in the face of unexpected setbacks, there are resources available to help resolve issues and ensure a positive outcome.
FAQs
Q: What happened to the Soni family during their cruise?
A: The family was scheduled to sail on a seven-night cruise through the Caribbean, but their plans were delayed due to a medical emergency on the previous voyage.
Q: How did the cruise line communicate with the family?
A: The family received an email saying the ship was delayed by three hours, but when they arrived at the port, they were denied entry and told the ship had closed its doors.
Q: What did the family do after being denied entry?
A: They called the cruise line, but got nowhere, and eventually sought help from NBC6 Responds.
Q: How did NBC6 Responds help the family?
A: NBC6 Responds contacted MSC on the family’s behalf and received a statement from a spokesperson, which led to a satisfactory resolution for the family.
