Ask Mike
By Mike Groves
January 26, 2011
Yet another sad email from one cruise passenger who has been let down by the cruise industry when her cabin was burgled. Although she followed correct procedures and reported the crime on board, it is starting to look as if she will receive the same after care that many before have suffered - IGNORED!
Hi Mike,
During a recent cruise, we were the victims of theft which could only have been a crew member. My question to you, Mike, how often does this happen? If it happens often, it is a miracle anyone even thinks about cruising. The other queston is there any recourse?
I have emailed the cruise line 2X, and written a letter, as well as reporting the disappearance when we noted it to customer relations. No answer to the emails (sent last week) and no action that I know of before we departed the ship (we realized the loss when packing to leave). The letter was just mailed today.
CH
Hi thanks for your email and sorry you have been subjected to this.
Was the property taken from your safe or luggage-when the luggage was still on board or before. And which cruise line was it?
Finally what was stolen?
Kind regards
Mike
Mike
I am almost embarrassed to talk about this, as it shows how naive and dumb I am, Mike. What was taken was a small gold-colored jewelry box with ear rings therein, from the nightstand drawer. Of course, I now know, I should have put it in the safe, but to tell the truth, I thought with only authorized crew in a locked room, our possessions were safe (dumb, dumb, dumb). It was Celebrity Mercury, the recent (Jan. 3) sailing from Baltimore to the Caribbean, 12 days.
Thank you for at least taking an interest.
CH
CH
Absolutely no need to feel 'dumb' at all, you had every right to feel your property would be safe inside your own room.
If your door had VingCard (swipe card door entry) system then the ships computer will be able to log each key and the time used to gain entry. If they tell you its wiped off each time a new key is issued to a new passenger then they are lying, it stays on the system for months!
You did the right thing to report the crime on board, they should now produce that report and inform you of the investigation they have undertaken. If they don't tell you then I would seek legal advice. You should also report it to the local police and your insurance company.
Send letter by recorded delivery whenever communicating with cruise operators. Some don't really care if you never return, their attitude is that they have millions more to get on board after their victims have given up - BUT that will stop eventually because there are now just too many victims like you, and the cruise company can only treat people badly for so long before everyone see's them for what they are.
What was the value of your items? Don't forget to include the sentimental loss in any claim either. At end of the day the cruise line allowed your privacy to be breached and are accountable.
Mike
Monetary value, Mike, not huge no diamonds or precious stones. My guess is around $300, but I can't be totally sure. By age 73, I have lots of earrings, and I selected some randomly before we left. So, not enough value to pay a lawyer to fight, which I imagine the cruise lines bank on. The ship did have a "swipe" card. The largest value was sentimental, it is a little box I have had for 30 or 40 years, and I loved it.
I'll give Celebrity a chance to respond to my letter, since I just mailed it today. If no response, next one will be registered mail--wish I had thought of it for this one.
I really appreciate your suggestions and your encouragement. We have lots of connections to the local police here in Chesterfield County (Virginia) is that who you meant to report the theft to? Also, easy enough to call our insurance company.
Believe me, I am off cruising--don't think I would ever set foot on another ship. This was a special celebration for my husband's 76th birthday--bah humbug!
CH
CH
Yes indeed report the theft to you local police and then pass the crime reference number to cruise line (save email) and they will see you're not going away.
Emphasis the sentimental loss and your right to see the on board report. Ask if they have checked their found property store where CREW hand in items. Obviously no passengers could have stolen it on this occasion.
If no joy let me know and I will help you pen your follow up letter
Mike
Ask Mike
By Mike Groves QGM
Cruise Bruise Security And Safety Advisor
