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Celebrity Cruise - Denied Boarding

Celebrity • Denied boarding - visa problems • Mechanical problems • Bungled reservations --- News • Cruise Lines Agree To Refund $21 Million In Fuel Surcharges

Chetan of Portland OR (7/31/04):
We are a group of nine passengers residing in Portland, Oregon. We were scheduled to sail on 7/30/04 on Celebrity's Mercury ex Seattle. We had purchased three cabins for this cruise. The group included my brother's and my family (8 people total) and my father, a widower who is 79 years old. My father arrived from India just to join us on the cruise. We are all either US Citizens or US Permanent Residents. My father is a resident of India and hold a multiple entry visa into the United States.

The cruise visits several US ports (Juneau, Skagway and Ketchikum) where we had all planned to disembark for shore excursions. It also stops for an hour (in the late evening at about 9PM) at a canadian port (Prince Rupert) for refuelling. We were advised by Celebrity's reservation agent that we do not need a Canadian visa for my father as he had not planned to disembark. None of us had planned to disembark as it was in the late hour.

The Pier Manager first questioned that Celebrity advised us erroneously. I suggested that he call Celebrity Reservations and ask them directly. He pretended to be a passenger and called Celebrity. Fortunately the Celebrity agent said the the same thing - i.e. if you are not going to get off at Prince Rupert in Canada the passenger does not require a Canadian visa regardless of nationality.

There were many passengers like us who were also denied boarding for the same reason. These passengers included people from South Africa, Jamaica, Europe, etc. They were all told by Celebrity's agents that a Canadian visa was not necessary as they were not planning to deboard in Prince Rupert. The Pier Manager did not allow us to board as he said that the regulations require that my father have a Canadian Visa. Of course, the immigration department at Canadian consulate was closed. Even if it was open, we understand that the process would take several days. Several weeks prior to our cruise, we had researched the canadian visa issue. We completed the form and were prepared to drive up to the Canadian consulate (located in Seattle).

Long story short, we were denied boarding and spent all day in stress and returned to Portland the next morning. Upon my return I contacted celebrity's reservation and made another reservation in order to check how Celebrity would advise us regarding the Canadian visa requirements. The reservations agent said the same thing - i.e. no one requires a visa to Canada on this cruise as long as you do not disembark at Prince Rupert. She has also noted this in the history for the new reservation.

We were denied boarding and there are no cabins available for nine passengers on either Mercury (ex Seattle) or Infinity (ex Vancouver). My father traveled all the way from India ONLY for the cruise. Our intention was for the entire family to be together and celebrate the rebirth of my late mother. Not withstanding our inability to go the cruise, we were subject to substantial pain, suffering and mental agony. We spoke with a Resolution Specialist (I have the name) today and she informed us that she would review the situation and revert back to us on Monday. However, we are not too hopeful of a mutually acceptable resolution.

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