They had counted down the days to Dec

Posted on Jun 29 2013 - 10:30am by shavon

Left at the dock and looking for a refund and some compassion from a cruise line

Filled canada goose outlet montreal with sweet anticipation, Bernie and Dolly Wax joined a sea of excited folks edging through a cavernous maritime terminal in Los Angeles toward the gangplank of the majestic Norwegian Star cruise ship.

When they finally reached the registration desk, a Norwegian Cruise Line representative asked to see their passports. They in our luggage, Bernie Wax explained, which had been taken from them and piled on a cart headed for the ship the moment they arrived at the terminal 45 minutes earlier.

canada goose said, problem. We send someone to get your luggage, recalled Wax, an 87 year canada goose outlet location old retired historian from Brookline. said, sit down and wait. The ship doesn sail for three hours. It canada goose coats uk shouldn be a problem. He had only anger and concern for himself and his wife, who both have major health issues and had hugely looked forward to the cruise as one last great adventure, a way to celebrate, in style, their 64 years together. canada goose

The form letter contained nothing about a refund of the $2,300 they had paid for the cruise they were now not taking. It said nothing about how to get their luggage back. Nothing about what they should do or where they should go except an 800 number. The Waxes looked around the pier and almost everyone was gone.

They had missed the boat.

felt abandoned, Wax said. was totally without sympathy. Here we were, an elderly couple, 3,000 miles away from home, no clothing, no medicines, no nothing. And they just walked away without a word.

The Waxes had planned and canada goose outlet parka saved for more than year to fly to LA and take a seven day cruise down the Mexican coast. They had counted down the days to Dec. 22, when they would board a gleaming white vessel run by a reputable cruise line they had previously taken on enjoyable cruises out of Boston and New York.

Canada Goose online They had greatly looked forward to time spent sunning themselves on the promenade gazing out to sea and to fine dining and music and meeting other guests. They had planned to go ashore for shopping in the Mexican ports of call. Canada Goose online

was to be our last trip together, Wax would later write to Norwegian, asking for a refund and citing the serious health considerations of a couple, both pushing 90, with four children, 10 grandchildren, and 12 great grandchildren.

were incredibly distressed when we were not canada goose outlet niagara falls allowed to board the ship because our canada goose outlet seattle passports were not available, he wrote in the letter.

canada goose store Part of the sting canada goose outlet 80 off Wax felt came from realizing he should have known better. Norwegian had made it clear passports were needed to board. The Waxes had stayed with a granddaughter who lives in LA the night before their planned voyage. She had helped them carefully secure their passports in an outside pocket of one of their three suitcases. canada goose store

canadian goose jacket But when they arrived at the terminal, the Waxes faced a somewhat chaotic scene as Norwegian luggage handlers swept through the crowd. A small canada goose outlet uk sale fleet of carts canada goose outlet store calgary piled high with luggage sped away to the ship, where suitcases would be sorted and delivered to each passenger cabin. canadian goose jacket

Canada Goose Jackets It all happened in a flash. grabbed our bags, tagged them, and he was gone, said Wax. didn have a moment to think about it. back, Wax asked, could I have been so stupid? he waited in line, Wax realized the problem. But he figured the couple would be able to board because they did have their passports, which would be inside one of the suitcases delivered to their cabin. Canada Goose Jackets

canada goose coats Cruise ship passengers are not required to have a passport to leave an American port if the destination is Mexico, Canada, the Caribbean, the Bahamas, or Bermuda, even if they go ashore on a day trip. canada goose coats

After watching the ship leave port, Wax dialed the number for Norwegian customer service, as the form letter canada goose stockists uk advised. He got a recording. The office had closed for the day and would canada goose outlet store near me not reopen until three days later, the day after Christmas.

canada goose clearance sale Kathleen Grasso works for the operator of the Los Angeles maritime canada goose outlet real terminal used by Norwegian and other cruise lines. Her job is to lend a hand to anyone who needs it. When she came across the Waxes, broke my heart, she told me in a telephone interview. canada goose clearance sale

canada goose coats on sale was this lovely, older couple, and they were just devastated, she said. had come all the way from the East Coast, and now they were stuck. said it rare for guests to be left behind because luggage couldn be found in time to retrieve passports. canada goose coats on sale

canada goose deals found that unusual and very sad, said Grasso, who helped calm the Waxes and gave them her telephone number. canada goose deals

buy canada goose jacket cheap The couple bunked in with their granddaughter and her husband for a week (and had a great time sightseeing with them). They bought the clothing, medications, and toiletries they needed. When the customer service department reopened on Dec. 26, Wax called. The luggage would be delivered to their granddaughter house on Dec. 30, the day after the Norwegian Star returned, he was told. buy canada goose jacket cheap

Canada Goose sale But nothing arrived and Wax called again. The Norwegian representative realized while on the phone with Wax that she had forgotten there was no shipping service that day because it was a Saturday. Canada Goose sale

great, that does us a lot of good, Wax said sarcastically.

canada goose black friday sale The representative responded with official canada goose outlet an angry tirade. canada goose black friday sale

buy canada canada goose outlet goose jacket just flew off the handle, berating me for not realizing how hard she was working, Wax recalled. buy canada goose jacket

The luggage finally arrived on Jan. 2.

cheap Canada Goose Weeks passed without Norwegian responding to Wax firm but canada goose outlet uk polite request canada goose outlet online for a refund. Last week, I called and e mailed Norwegian (which isn Norwegian at all; it a publicly traded company, incorporated in Bermuda and headquartered in Miami). I attached copies of the form letter handed to Wax and Wax letter to Norwegian, and asked to discuss the matter. cheap Canada Goose

Norwegian didn respond, but within a canada goose uk couple hours of my inquiry, Wax received a letter from Norwegian, his first communication from the company in more than a month. There would be no refund, the company said, citing a clause in its terms and conditions that says guests are not entitled to a refund or credit canada goose parka uk when they are denied boarding for lack of proper documentation.

would be inconsistent for us to make exceptions to our cancellation policies for some guests, when many others in similar situations have accepted these terms, the letter said.

Canada Goose Parka Wax responded in a letter to Norwegian: manner in which we were treated and abandoned in canada goose outlet store toronto the terminal in LA was truly despicable and disheartening. And frankly not wise canada goose outlet factory from a business standpoint Canada Goose Parka.