Pack Yer Bags Luv
You're Leaving!
By Mike Groves
It really was suppose to be the holiday of a life time for Lynda Collard and her 81 year mother Gladys, when they ventured on to the ‘Rhapsody of the Seas’ which is owned by Royal Caribbean for the start of their 17-day cruise destined for New Zealand. But, soon the holiday of a lifetime would leave a bitter taste in their mouths and a hole in their wallets.
Pack Yer Bags Luv - You're Leaving!
Passenger alleges mistreatment at hands of cruise line
By Mike Groves QGM
Cruise Bruise Security And Safety Advisor
January 15, 2010
Lynda Collard of Wollongong, New South Wales in Australia stated she was “dumped like a criminal’’ after her mother suffered an unfortunate fall and fractured her skull while they took lunch in Melbourne on December 23, 2009. Her mother was immediately taken by ambulance to the local hospital and later suffered further medical complications when doctors discovered bleeding in the brain.
Clearly anyone would be deeply concerned and somewhat distressed to witness such an event, more so when it involves such a serious head injury and not least when this happens to be an 81-year-old lady and she is your mother. However, it would appear only Ms Collard shared those concerns.
Collard alleges that on returning from the hospital to the ship ‘Rhapsody of the Seas’ and where she was clearly distraught, an administrative officer said, ''I'm too busy to deal with this!''
If I had witnessed that in my previous capacity I would have ensured that this individual was the one left standing on the pier side with their suitcases and not ‘our’ distraught guest, because that is exactly what was soon to happen to her!
Ms. Collard states this was around 4pm on 12/23/09 with the ship due to sail at 5pm. She also alleges that she was introduced to this idiot of an officer by the security guard, therefore more ‘professional’ senior officers aboard the ‘Rhapsody of the Seas’ could easily verify this should Ms. Collard wish to take matters further with the company.
Still evidentially distressed and one can imagine, looking for support from the cruise line which proudly states in their ‘VISION’ statement –
- We always provide service with a friendly greeting and a smile.
- We anticipate the needs of our customers.
- We make every effort to exceed our customers' expectations.
- We take ownership of any problem that is brought to our attention.
- We engage in conduct that enhances our corporate reputation and employee morale.
- We are committed to acting in the highest ethical manner and respecting the rights and dignity of others.
Ms Collard approached another officer with all of the above in mind I am sure. That officer phoned the hospital, hung up and then told her, ''Your mother hasn't been seen yet. You have to leave the boat.'' Err Guys…..your ‘Vision Statement’ does not say that now does it - ‘Pack yer bags Luv – your leaving!?’
It does say - "We always provide service with a friendly greeting and a smile, We take ownership of any problem that is brought to our attention, We are committed to acting in the highest ethical manner and respecting the rights and dignity of others."
http://www.royalcaribbean.co.uk/ourCompany/ourVision.do
So that ethical bit and respecting the rights and DIGNITY of others includes dumping a distraught women on the pier side? Because that is just what Ms Collard states did happen, ''I was escorted to my cabin and given 15 minutes to pack,'' Ms Collard said. ''There were security guards all over the place. I was escorted off the boat and left there with two large bags and two small bags and no help whatsoever.’
I AM SURE; this was witnessed by hundreds of guests on board the ‘Rhapsody of the Seas’ as they lined up to wave goodbye to the port of Melbourne as guests invariably do at each departure.
Lynda drove the point home regarding the apparent lack of care displayed towards her or indeed her poor mother by ‘some’ ship’s officers stating, ''There was no concern and no care for me whatsoever,'' she said. ''It was 'get rid of her'; that was the feeling I got.'' Ms Collard said she could not even carry all the bags that were dumped with her and eventually a shore side customs officer phoned a taxi for Lynda and helped her into it. They couldn’t even be bothered to assist her into a taxi?
Ms. Collard says she and her mother paid $5000 each for their cruise and the cruise line have since informed her she is not entitled to help because it was not an organized tour, which in fairness I agree with IF they are solely talking about a refund. I do not agree however if the company feels it can now just sit back and completely turn their back on this particular guest.
I absolutely agree with Lynda’s point - ''I think they have a duty of care; if not a legal one, then an ethical and moral one,'' she said. The manner in which this poor lady was treated is both ethically wrong, displays the company in a bad light and most certainly one, if not two ships officers should be seriously reprimanded or dismissed forthwith for their conduct. I personally feel that the cruise line should compensate Lynda for the shocking way in which she was treated as a whole, first ignored and then dumped ashore.
Even the President and CEO, of Royal Caribbean International Adam Goldstein says in his own corporate message – ‘From its very beginning, this company has always been guided by the principles of 'Why Not?'… Well Mr. Goldstein – WHY NOT?
A spokeswoman for the company stated that Ms Collard had been helped ''every step of the way'' and was offered a taxi, a hotel and a trip to the hospital. The spokeswoman said Ms Collard ''just got up and left''.
''Every single step of the way, Royal Caribbean people have done absolutely everything they could possibly do,'' she added.
