As an aside, on leaving our last ship in Rome and the usual by ticket color "get off now please" scenario.
A couple on our color found that "somehow" from placing luggage outside the cabin to picking it up on shore at the terminal. That one of their cases had gone, disappeared.
The official line I heard from the rep was "it is not on the ship, someone must have lifted it by mistake thinking it was theirs. So have a look at the airport".......EHHH...... And she could say that within 30 seconds of the person enquiring and with a straight face....saying its not our fault, as this ships dancer, come on shore rep. Did not know how to deal with it....SO I will palm you off with a smile and being nice, and blamed everyone else, is that what I seen?
Okay these things can happen, but to just dismiss it that way...mmm.
This is NOT like me, but am I being synical here. Is it once off.. once forgotten, so let your insurance or YOU deal with it, as we just want you on the bus and get ready for the next load of cruisers. But say it with a smile and have a nice day. That works