My heartfelt sympathy for this family, but this is a really good example of why travel insurance should be purchased, especially when it's an expensive vacation and children are involved.
As I always say, you hope it's a waste of your money because if you need it, it's usually not for a good reason. But if you need it, you damn glad you've got it.
I'm sorry this family has to go through all this - no parent ever wants their children to have such problems. But it was their decision not to purchase the travel insurance and now they want the cruise line to make an exception. Problem is, if they make one exception, then as the person who left a response stated, 'it opens up a Pandora's box!'
What do you think? Should NCL make an exception, which would be good for customer relations but bad for business? Or should they stand by their policy, which is fair to everyone?
Tough situation to be in - no matter what they do it's a no-win scenario.
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I think NCL could step up to the plate and let this family reschedule the cruise, however I can understand if you do it one one why wouldn't you for another.
Your right Pete it is a no win situation but I hope they give in and change their minds.
Insurance is a must and I'm glad I was talked into purchasing it starting three cruises ago.
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I started a different thread about thiis 0 and I have written this same thing in Jim Walker's Blog before in a different case about a year ago. he does this all this time. - Anthing to make the cruise industry look bad...
here is what I wrote:
I am just a little ticked off today. I saw Jim Walker write this up on his "CruiseLaw" blog last week - he is nothing but a cruise muckraker - literally hates the cruise industry.
Anyway - NCL refused to give this entire family a "free cruise" when they had to cancel at the last minute. Then the family said "well, then, give it to "make a wish" and supposedly NCL refused to do that as well.
Okay - could NCL have been nicer? Yes, Were they required to be? No. I understand Walker sitting in judgement because that is what he does all the time, but not FoxNews.
Here are the wrong presumptions about that case:
1. That NCL is never charitable. Not true - all cruise line give to charity all the time - all kinds of charities, including "make a wish."
2. That NCL is the only company that insists on being paid. SO! I suppose the bank also said "don't worry about your mortgage that month," and the water and power companies said "you don't have to pay your utility bill," and the car dealer said "don't worry about your car payment."..... right? In other words a double standard when it comes to the cruise line?
3. NCL offers insurance with every cruise it sells. If that company had insurance and this was an unforeseen event - then they would have been reimbursed. If this cancer had already been discovered, then they should have had insurance anyway, and declared it as a pre-existing condition, It would have been covered.
NCL has the right to pick and choose to whom it gives charity. If "Make a wish" wants to buy this child another cruise then let them do that, but no one gives NCL charitable donations to make them a charitable organization. So, why should anyone expect them to act like one?
There is a response from NCL on their Facebook page and I printed it over on Paul's thread.
They have already offered to let the family reschedule this cruise at some point. And it was NCL who contacted Make A Wish on behalf of the family. I am sure that NCL quietly makes exceptions more often than we know in cases like these.
My opinion is that the family wanted a refund of the money, and that, they are probably never going to get. Nor do I think they should. A offer to reschedule at some time in the future was made and the family reportedly refused it and went public with the story.
To refund this family would open up an endless line of people who all have sad stories and will expect the same. Why should anyone buy insurance, when all they have to do is call Fox News. Just suckers like us, I guess, who play by the rules. Pay the money and be protected, or don't and be prepared to eat the cost of your cruise. But don't refuse the insurance ( they never dreamed their son would get cancer! ) and then cry about how mean the big bad cruise line is.
I like this statement in NCL's response, "...we understand that situations such as these occur. In all instances, we balance these requests with the need to treat fairly those guests who have elected to purchase travel protection..."