Family Heartbroken After Cruise Ship Departs Without Them Due to Staff Error

A family’s dream holiday was shattered when they arrived at Port Canaveral, Florida, for a surprise Royal Caribbean cruise, only to be denied boarding over an identification misunderstanding.

Shannon Nutting had meticulously planned the special cruise for her children, keeping it a secret since November 2023.

After months of excitement and careful preparation, Shannon drove her family eight hours from North Carolina, eagerly anticipating the big reveal at the port. “My 9-year-old was so excited, she was speechless and started crying,” Shannon shared with ABC11, capturing the emotional moment.

However, joy quickly turned into despair.

Unexpected Documentation Problem

The crisis unfolded when Shannon presented her disabled teenage son’s school ID at check-in, a document she had specifically verified with Royal Caribbean as valid identification.

Despite earlier assurances, the cruise staff refused boarding. Shannon recalled the painful interaction, stating, “We had talked to Royal Caribbean, and they assured us the school ID was valid. I was upset by that point, crying, so I asked to speak to a supervisor.”

Unfortunately, speaking with the supervisor brought no resolution. Shannon explained her son’s special needs, clarifying why he didn’t yet possess a state-issued ID. The supervisor, however, remained unsympathetic, bluntly dismissing Shannon’s prior assurances from Royal Caribbean staff and refusing boarding.

Devastated, Shannon, her four children, and their babysitter watched helplessly as their ship sailed away without them.

Heartbreak and Frustration

“Everybody was just heartbroken and devastated after a year of saving and paying for it,” Shannon expressed. “I didn’t want to get on the road again with four kids and drive eight hours back.”

Instead of immediately returning home, the family stayed temporarily in Florida while Shannon’s travel agent urgently sought answers from Royal Caribbean. Eventually, the cruise line acknowledged that human error had occurred, admitting Shannon and her family should have been allowed onboard.

Initially, Royal Caribbean suggested the family could fly to Cozumel, Mexico, to join the cruise later, but Shannon declined due to the additional stress, expenses, and logistical challenges involved.

Compensation and Discontent

Following further negotiations, Royal Caribbean offered three compensation options:

• 100% future cruise credit plus an additional $700 onboard credit
• A full refund of the cruise fare
• A full refund plus an extra 25% future cruise credit

However, Shannon considered none of these options sufficient, feeling they failed to adequately cover the significant out-of-pocket expenses incurred during their unplanned extended stay in Florida, including accommodation, meals, fuel, and miscellaneous costs.

Steps Toward Improvement

A representative from Royal Caribbean confirmed that additional staff training has been implemented at Port Canaveral to prevent similar issues from recurring.

Despite these measures, Shannon remains profoundly disappointed by the cruise line’s handling of the incident. She emphasizes the critical lesson learned, advising others always to obtain written confirmation for essential travel information.

“Next time,” Shannon concluded firmly, “everything will be in writing.”

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