Passenger Complaint: Costa Cruises Consumer Review May 15, 2008 – “I will try to make it very brief. If I can be helped, please let me know. Me and a friend booked a weeklong cruise on Costa during December of 2007. We arrived dockside of the ship on day of departure, check in our bag. Soon after my friend realized that she forgot her passport in one of her bags. By the time we went back to where we left our bags we were told that it must be on the ship. So we scrambled and look through every cages that held travelers bags. Only to be told that it is more than likely on board the ship. So we are directed to some supervisor who says she will take a look for our bags. We were told to sit in the waiting area till she comes back. She walked around the dock area for a good twenty minutes before she went on board the ship. We waited and waited but she never came out, well over an hour.
Finally we ask a cruise rep to call her, we ended up telling her what happened. She replied that she don’t know why she told us she was going to check our cabin for our luggage, luggages isn’t distributed until the ship is well out to sea. Finally this supervisor showed up and said that our luggages isn’t in our cabin. I told her why don’t I board the ship with her and help her find it. She responded no for she was going down to the storage area. Only ships employee are allowed in this area. I asked her what would happen if she can’t find my friend passport by the time the ship was ready to depart. Her response was that we couldn’t go on our trip. I ask her isn’t that extreme, she just replied, “well I’m going to do my best to try and find your bags.” Then she left So we waited another 45 minutes.
By the time the ship was ready to depart, we still never saw her. We ask for and was told she will be coming out. We had to wait outside the ships terminal for her. She finally came out and went through the whole customer service protocol, about being a valuable customer and here are the numbers to get our bags back, etc… I also prior to the ships departure had explained to another cruise rep, that if my friend didn’t have her passport in her luggage, then we would find our back home, at the ships first stop.
I contact a rep to have our luggage sent to us, when the ship pulled back into port, which they did. I also ask the woman who was helping us to look into a luggage to see if the passport was there. She was kind enough to do that and sure enough the passport was there. I sent Costa a long detail letter documenting what transpired only to have our claim rejected. I mention to the Costa rep once the trip was booked, I had to go on their website and confirm all of mines and my friend personal information, even documented our passport info. Why would we travel from New York to Florida if we didn’t have these ID’s. They couldn’t care less.”