Originally Posted by Kuki
Reading the original post, it read to me that this cruise was booked online, as he spoke about having to "type in the passport number".
It didn't sound like he spoke with anyone from NCL until he was at the pier.
I believe NCL's call center is in Pheonix. Even if he had talked to NCL, like most call centers the staff don't know much detail about the ships let alone the customs and immigration rules; in fact many may have never been on a ship. But that's true of the call centers for most of the cruise lines, I think.
This person unfortunately got "caught" in one of the drawbacks of booking directly with the cruise line.
I believe that's exactly what happened.
Since OP is in the Travel business, I'm sure he is mad at himself as well.