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Old 04-17-2013, 12:01 PM   #1
BellaKruz
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Magic Formal Complaint


I want to start out by saying I am not typically a "complainer". We just got off the Magic yesterday and although we had a good time, it was just good...not fab, like I thought it would be. I will write a full review later. This was my 6th cruise, first on Disney.
Okay, I just had to write a formal complaint to Disney. When we arrived in Cozumel, we were separated from my mom and 6 year old son. We were walking down the stairs and I turned around and they were gone. It scared us to death and we began retracing our steps trying to find them. We looked for over 30 minutes and could not find them. We had my son's key to the world and documents so I knew they couldn't get off the ship. I went down to deck 1to talk to someone and find out what we could do and low and behold my mom and son were standing OUTSIDE the ship! Oh yes, my mom went through security with my son without his card, etc. We were furious! My son looks nothing like my mom - he's hispanic and has a different last name. My mom is an angel but what if she had been a kidnapper?! This type of thing can't happen. The worst part is, my mom was told by a crew member to go ahead and exit the ship because we would eventually make it out. Not good.
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Old 04-17-2013, 12:15 PM   #2
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I am surprised that he was able to get off without his KTTW card, but I have to ask you a question. Was your mom in your cabin? Or was her cabin linked with yours? Was she listed as someone who could check him in and out of the clubs? We had two cabins, linked, mixed with adults and children and all of the adults were listed for all of the children for sign out privileges. So for example, my daughter was listed in the other cabin, but I could take her off the ship because I was linked with the cabin and my daughter even though my picture didn't automatically come up on their screen. I could do this for my nieces as well.

That said, I would still be concerned since they let him off without his KTTW card. What if you didn't trust your mother taking him off the ship by herself? I also think they are a bit lax with the kids and who can take them off the ship. They didn't seem to check very well and seemed to just believe me that they were with our cabin. I don't specifically recall if they actually checked if I was listed with them as I only saw the initial screen with my DH and BIL's pictures. But we all have the same last name. Come to think of it, I don't actually know the actually policy on this!
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Old 04-17-2013, 12:19 PM   #3
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So sorry to hear you didnt have a magical time!
As for them letting your son off with your mother, I am assuming your reservations were linked or you were all staying in the same room because then when they would have her card, his picture (and yours) would also come up so even though he doesnt look like her, the computers would have them together. Still, I understand your frustration, especially after searching! I would not have thought they would let him off without the card either.
I hope some parts of the cruise were fun at least.
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Old 04-17-2013, 12:39 PM   #4
BellaKruz
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No, we were not in the same room and did not book together.
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Old 04-17-2013, 12:49 PM   #5
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Oh and our trip was fun! We really enjoyed it. But, for the money, we will probably go back to Disney World for the characters and Carnival for cruises.
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Old 04-17-2013, 12:50 PM   #6
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So sorry you had a bad experience. That must have been very scary and I am sure Disney would appreciate hearing about it.

We were on the same cruise as you. This was our 3rd DCL cruise, I rebooked but I'm going back to the Dream. I prefer the larger ships.
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Old 04-17-2013, 12:57 PM   #7
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Quote:
Originally Posted by BellaKruz View Post
No, we were not in the same room and did not book together.
Were you rooms linked? Did you eat at the same table for dinner for example?
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Old 04-17-2013, 01:21 PM   #8
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I was getting off the ship and my kids were behind me, but someone got between us. They stopped my daughter and said she needed an adult, but luckily I was still within earshot and just waved at the guy and he figured it out. Next in line was my other daughter, who actually does look like me, and there wasn't a problem. We do all have the same last name.

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Old 04-17-2013, 06:49 PM   #9
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Caroline, when you scan your card everyone's photo associated/linked with you comes up. When we got off the ship in San Juan with just DS, the CM asked where DD was. It was crowded in the entryway and he wanted to make sure she hadn't been seperated from us.
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Old 04-17-2013, 07:16 PM   #10
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Quote:
Originally Posted by lbgraves View Post
Caroline, when you scan your card everyone's photo associated/linked with you comes up. When we got off the ship in San Juan with just DS, the CM asked where DD was. It was crowded in the entryway and he wanted to make sure she hadn't been seperated from us.
Exactly. The photos that were taken at registration come up on a screen. Sorry you didn't have a great time.
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Old 04-17-2013, 07:56 PM   #11
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So glad it worked out and he was with your mom and not separated from her as well. This is why I had a side-eye on another thread when people were adament that a CM would NEVER let a teen off the ship by themselves or a child off the ship with an adult not on their reservation. Stuff happens, regardless of what is supposed to occur, staff make decisions that may break rules.
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Old 04-17-2013, 08:16 PM   #12
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I was on the same cruise as well. Besides the weather not being perfect, it was a wonderful cruise.
It sounds like your experience was scary but a "what if" complaint is not worth it to me. It was our 6th as well and I have 2 more scheduled.
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Old 04-17-2013, 08:34 PM   #13
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Quote:
Originally Posted by BellaKruz View Post
No, we were not in the same room and did not book together.
I'm surprised that your mother was on the cruise and you were not linked together so you could share a dinner table. If you were not linked together in the computer, then I'm surprised they let him off the ship. But DCL is not perfect and they definitely don't like to have it pointed out that their policies were not followed by their staff. Don't expect much response from DCL.
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Old 04-17-2013, 08:42 PM   #14
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Last time i looked we do not live in perfect world

All of my pencils come with erasers. I am not perfect. I think i would have made the office at the gang way aware of the mistake and moved on with enjoying the trip. Won't be the last time the 6 yr old will give you heart failure. Lost 5 year old in Animal Kingdom. Now 16 wonder if we made right decision finding him. Just kidding. I think of to many chrildren in this year who will never come home.

PS WE HAD A FANTASTIC TIME ON THE MAGIC.

Last edited by Beermam42; 04-17-2013 at 08:47 PM.
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Old 04-17-2013, 08:57 PM   #15
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Security minded

I watched the process very closely, to the point of watching the computer screen as Daughter and two GC went off ship in front of us. I am like others wondering if they were linked.
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