A Tulsa family’s dream vacation turned into a nightmare when they were left stranded in Alaska after a Norwegian Cruise Line (NCL) excursion went awry. The incident, which occurred on July 12, 2024, has sparked outrage and raised questions about cruise line policies and passenger care.
The family of nine, part of a larger group of 16 on a family reunion trip, had embarked on the Norwegian Encore for what was supposed to be a memorable Alaskan cruise. The vacation, which cost the group approximately $30,000, quickly devolved into chaos during a stop in Ketchikan, Alaska.
The trouble began when the family participated in a Norwegian Cruise Line-sponsored excursion to a LumberJack show in Ketchikan. After the show, as they attempted to return to the port, they encountered significant issues with transportation. Joshua Gault, a family member, recounted the scene: “We see the chaos getting onto the buses. We go to get on the bus and one of the attendees is like ‘The bus is full, and you know you got to wait for the next bus.’”
Unfortunately, the promised “next bus” never arrived. The family, despite having valid tickets, found themselves stranded as the ticket attendant failed to properly check passengers, allowing individuals from another ship to occupy their seats. In a desperate attempt to reach their ship, the family contacted the port authority, which sent a van to pick them up.
However, their efforts were in vain. By the time they arrived at the port, they were met with the devastating sight of their cruise ship, the Norwegian Encore, departing without them. On board the ship were not only their belongings but also crucial items such as medication, passports, and personal effects.
The situation was particularly dire given the composition of the stranded group. Among the nine family members were six minor children and a 78-year-old mother-in-law, all of whom required daily medication that was now inaccessible on the departing ship. Gault described the predicament as “a nightmare,” noting that they all had to “quit cold turkey medication these last few days because it was all on the cruise ship.”
The family’s ordeal was further complicated by passport issues. While some of their passports were transported off the ship, one crucial document remained on board. This oversight meant that the family of nine couldn’t simply meet the ship at its next scheduled stop in Victoria, British Columbia, Canada.
What followed was a grueling multi-day journey home that involved multiple cities, baggage retrieval challenges, flight cancellations, and overnight stays in airports. Throughout this ordeal, the family was forced to bear all expenses out of pocket, including flights, food, and hotel stays for all nine individuals.
Adding insult to injury, the family discovered that Norwegian Cruise Line had issued a $971 fine per person for missing the ship, totaling nearly $9,000. This charge was applied to their credit cards the morning after they were left behind, even as they were frantically purchasing flights and booking hotels in an attempt to get home.
Gault expressed his frustration with NCL’s handling of the situation, stating, “Norwegian treating this like it was a customer service issue rather than it was an emergency is, I think, the worst part about it.”
The family’s troubles didn’t end upon their return to Tulsa. Some family members have since tested positive for COVID-19, likely contracted during their unexpected journey home. Gault summed up their current state: “We’re beat down right now. We’re unhealthy and beaten down.”
When approached for comment, Norwegian Cruise Line initially requested additional time to respond. They eventually issued a statement on July 16, acknowledging the incident and outlining their actions:
“On the afternoon of Friday, July 12, a family of nine guests missed the ship’s all aboard time in Ketchikan, Alaska due to a misstep by a local tour operator. When the guests did not return to the ship at the published time, we attempted to contact them but were unable to reach them. As such, we alerted the local port agent in Ketchikan and requested that they assist the family with booking a hotel for the night. As the guests would be unable to downline in the next port of call, Victoria, British Columbia, the port agent also helped the guests with securing flights to Seattle the following day, July 13.”
NCL has stated that they will reimburse the family for all out-of-pocket expenses incurred over the two days following the incident, including meals and accommodations.
This incident has sparked discussions within the cruise community about the responsibilities of cruise lines and the potential risks associated with shore excursions. It serves as a cautionary tale for cruise passengers and highlights the importance of being prepared for unexpected situations while traveling.
As the Gault family continues to recover from their ordeal, their experience serves as a stark reminder of how quickly a dream vacation can turn into a logistical and financial nightmare. The incident raises important questions about cruise line policies, passenger care, and the need for better communication and contingency plans in similar situations.
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