Tim and Eve’s nightmare story a lesson about visas

by Bernadette Chua

Oceania Cruises

Tim and Eve Colley booked a 30-day voyage with Oceania Cruises, which departed in October last year – their dream holiday. Part of their cruise included calls to exotic locations around the Middle East and India – many requiring visas.

So when they booked, Oceania Cruises informed Mr and Mrs Colley that they would be handling visas for three of the countries that they would be visiting.

The Coffs Harbour couple, who have sailed with Oceania Cruises before, said in the past, they had never had any troubles with the line informing them or organising their visas.

While some lines stipulate in their terms and conditions prior to departure that passengers would need to organise their own visas, the Colleys and a dozen other guests thought Oceania would handle the paperwork for entry into India.

But they hadn’t. And when it was discovered that the group didn’t have the paperwork, they were asked to disembark and told they would have to pay for accommodation.

While Mr Colley acknowledges that he was more than happy to get his own visas, the line had a duty of care to its passengers.

“When officials looked at our passports in Dubai before the ship was set to sail to India, we were told that we were not allowed to stay on the ship or go on any shore excursions in India.

“We were told that it was our responsibility to make the arrangements. The situation was extremely upsetting and Oceania let us down. I received emails regularly from the line, but never have I been advised that I was required to procure visas for my wife and myself.”

Mr Colley said the group had to find two nights’ accommodation in Muscat, e-Tourist visas, a flight and a night’s accommodation in Mumbai before they were able to re-join the ship.

Mr Colley who is a survivor of throat cancer, and Mrs Colley, who recently had a pacemaker implant, said they were extremely worried and distressed, when left stranded in Muscat.

“The line has a duty of care and what Oceania did was a dereliction of their duty of care to their customers. It was a monumental cockup and I hope no-one else ever has to go through the experience that we had.”

Oceania Cruises terms and conditions say, “Oceania Cruises accepts no responsibility for obtaining required visas or for advising guests of visa or for advising guests of visa or other immigration requirements beyond the guidelines indicated.”

A spokesperson from the Department and Foreign Affairs and Trade said cruise lines are usually organised and will check the passport validity and visa requirements for each passenger.

The spokesperson said that if a situation like this arises, the staff will ask the passengers to remain onboard the ship.

“Cruise passengers should read and subscribe to the travel advisories for all countries of disembarkation.  This will provide information on travelling conditions and other requirements, including visas. Passengers should also see the detailed information on cruising that is contained in the Travelling by boat page on the Smartraveller website.”

A spokesperson from Oceania Cruises said the line would be issuing a statement shortly.

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14 thoughts on “Tim and Eve’s nightmare story a lesson about visas”

  1. A long time ago I almost got an education the hard way that it pays to pay attention. We were on a back to back beginning in Santiago, Chili and ending/beginning in Buenos Aires then ending in Ft. Lauderdale. I was on a roll call for the voyage, we were using a TA and everything was pretty much set. Then a couple of long time HAL cruisers posted that they had gotten their notice from HAL that a yellow fever vaccination was necessary due a port stop in Devils Island and if you didn’t have one they couldn’t let you get on the ship in Buenos Aires regardless of whether or not you stayed on the ship at Devils Island.

    I called the TA, the TA checked with HAL in Seattle. HAL said no such requirement. I argued with the TA, how can that be? We will all be on the same ship when it leaves Buenos Aires but only half need yellow fever shots? These long time HAL cruisers getting on in Buenos Aires, can’t be imagining all that, they even have it in writing from HAL! TA checked again with Seattle, nope, I was wrong HAL and the TA said.

    On our way down to Santiago we were going to spend a few days with sister-in-law in Arizona. So, 24 hours before we boarded our flight for Phoenix the TA called and said we need a yellow fever shot, HAL apologized profusely she said and also said we would get a $100 credit in our cabin (which never happened). Just try to get a yellow fever vaccination in Anchorage on short notice, hardly anybody is licensed to give them, sister-in-law in Arizona was working on it for us at that end. At the last minute we got them here, $150.00 per person. Upon boarding the ship at Valparaiso many guests found out they needed yellow fever vaccinations. One couple, with 50 HAL cruises, called their legal, HAL relented and figured out a way to vaccinate way over a hundred for free. One lot of emotion and anger on board that day, let me tell you. We were fat and sassy, sure glad I paid attention to the good posters getting on in Buenos Aires.

    Nope, since then I try to discipline myself into making as few assumptions as possible. Fortunately, the cruise lines shortly after that allowed us to jettisoned the TA, so not much hassle anymore after that, anyway.

  2. i was on cruise from Dubai to aust and had to get visa before we left but::: no USA person had to get one but bought it on ship and only paid 1/3 of what we paid wont go back to india

  4. Hi Lee,

    Thanks for sharing your experience with us and fellow readers.

    Best,
    Cruise Passenger team

  5. Hi Michael,

    Thanks for your comment. Its important that Cruise Lines highlight the visa guidelines to all their guests and for cruisers, its equally important to read the fine print.

    Best
    Cruise Passenger team

  6. Thank you for bringing this to the forefront. I always tell my clients that it is there responsibility to handle there Visas and not the cruise lines. It is just easier to do this yourself and know you have it completed correctly so that what happened here does not happen to you.

  7. All of this could be avoided if you booked with a travel agent, as it is their responsibility to ensure you have correct visas etc.
    Remember – “without a travel agent, you’re on your own”

  8. We were informed by princess to obtain visas for entry to Cambodia and Vietnam on a cruise we did with them some years ago. We went ahead and paid for all these and then princess cruises did a blanket visa for all passengers prior to arrivL and charged us for it. We had a hell of fight getting a refund from them and they charged onboard processing fees even though we had visas. Damned if you do and damned if you don’t.

  9. This couple put their TRUST on whoever was the Agent and/or the cruise liner itself: It is all very well what John mentioned about reading the small letters …..usually the Terms and Conditions go for ever as operators like cruise liners protect themselves. It is also a fact that one should double check EVERYTHING. We have been assisted by so called MANAGERS of Travel Concerns (e.g. FLIGHT CENTRE) ….however, when double checking bookings etc: DATES WERE WRONG! Same applies to visas. FEW OPERATORS AND TRAVEL AGENTS AS WELL AS CRUISE AGENTS TAKE THE TIME TO ACTUALLY INFORMED PASSENGERS: after all it is part of ther expected Service – however, each passengers must ensure that all is in order. Another problem is INSURANCE:
    one has to take it for flights, for health reasons, accidents, theft…whatever …whathave you: then, no room for error , drama and disappointments.

  10. I think Oceania could have handled this in a similar way Princess Cruises did for Kate . Not sure why they had to disembark if other cruise lines allow passengers to stay on board the ship in ports of call where they do not have a valid visa.

  11. Hi Kath,
    Thanks for letting us know about your visa experience. As more travellers opt for cruise holidays, it is becoming increasingly important for them to understand the fine print for visas.

    Best
    Cruise Passenger Team

  12. HiJohn
    Thanks for your valuable comment on the story and sharing your views.

    Best
    Cruise Passenger team

  13. We have just returned from Sun Princess Africa and Indian Ocean 46 night cruise and did not have an Indian visa. When not getting a straight answer from Princess I contacted the Indian consulate in Canberra and got a written reply that we did not need one if we remained on the ship. We stayed on ship, along with many other passengers…100 plus…as Chennai had just had huge floods. No problems at all, yet other friends had been told they needed a visa or would be denied boarding at Fremantle. This was not the case. No problems boarding. Before India arrival, after face to face immigration, those without visas were asked to gather in a room, where the Local authorities offered us landing cards for $51. Some took this offer but we remained on board, along with many others. From what we heard later, wasn’t worth getting off. Check Cruise critic and Trip advisor and you will find many stay on ship.

  14. I was on that trip along with about 650 other passengers. It looks like 638 passangers got it right and 12 didn’t. ie 2% had to live with their problem. When cruising I am always astounded at the number of people that don’t read the fine print, don’t listen to their travel agent, or choose to ignore the advice and the fine print.
    A costly lesson for those that go down that path.

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