Horrible Experiance with DCL - Please be aware!

[dianthus]

What a disappointing experience for you & your family!

When I read your post, I felt you could have been handled better by everyone, starting with the DCL rep at the hotel, by the medical staff and the Port CMs delivering you your compensation package. Addressing your husband, instead of you- you are the patient & conscious- that's a true no no. The nurse taking the position she did without examining you first. I can certainly see why you got angry... The moderate resort should have been discussed with you first, before they made up the letter- as they promised you a Deluxe. Again, I can see why you would feel that they were being less than up front about it.

I think sometimes in these situations, problems escalate - as it's all due to discomfort.. Telling someone that they cannot sail for the good of the masses is quite difficult. They expect people to become upset. Most people hate confrontation & will do anything to get out of the situation. They become tense & do stupid things because they just want the situation to end. They are so uncomfortable they can't stand it either. I've seen it happen time & time again...

The one who did you the greatest disservice was the DCL rep at the hotel, or wherever you were picked up by the bus. She saw you were sick, you told her what happened & why you were sick. She decided to opt out of confrontation & let you on the bus... She passed the buck. She should have explained that DCL's policy regarding illness is very strict & you may be denied passage. She should have called the Port & discussed it with the Dr. before she let you on the bus( if you had Norwalk, now everyone else on the bus is at risk with her knowledge... )

They could have sent you to a medical emergency walk in place, or WDW infirmary to be checked out. If that Dr. felt it was OK to sail, the bus, or a DCL van could pick you up & bring you to Port. If you weren't clear to sail, she would have saved you an hour's ride & all the confrontation the fiasco caused you & your family. Your compensation could have been negotiated right there at WDW, not even having to leave the resort area, or choose the cruise credit for another time...

Would you be angry and disappointed- absolutely! Would you get over it- yes & would probably understand why the decision was made- Norwalk, or Food poisoning who will ever know... The problem here is you are more angry that you were treated like a "Hot Potato" than a customer that they were concerned for..

Personally, I agree with other posters that they did make the right decision for the good of many.Unfortunately it was at your expense and you were treated very poorly every step up the ladder. DCL needs to know what happened starting with the DCL Bus rep. If you mentioned you were going on the Wonder to the Claims Dept that morning, they have a bit of culpabilty here too... They should have told you that DCL has strict guidelines regarding illness & maybe you should call them first before you check out of the hotel.

If you write your letter as well as you wrote your post here(kudos- well written, concise and easy to follow), I can't believe DCL management will not recognize " the wheels fell off the wagon" here and issue you an apology at the very least. They work hard to make sure everyone has a great experience, like you had on your honeymoon. I think you need to give them the opportunity to make it right for you, as Lampskies did. Look at how nicely that worked out for them! They endured a similar experience.

Sorry so long...

~ Linda

P.S. Akershus is a very nice restaurant. One of the most highly rated in the WDW Parks. Bad food is just bad food. It can happen anywhere~ at a burger joint or a four star restaurant. I don't think the restaurant should be looked upon poorly. As you said, your DH & DS were fine. They did not have what you ordered.

 

[OurDogCisco]

Originally posted by floridafam
Why does DCL deny passage to people because of illness but then they turn around and send them to hotels at WDW?

Hotels are small, full of people, most have pools where the sick person would be swimming.

This isn't the first time I have heard of them doing this.

Makes no sense to me.

I totally agree with this part. The only reason Disney does this because it is totally obvious when an entire boat gets sick over an entire hotel. They don't have to report illness from a hotel only a boat.

 

[eek40]

Hey Nick..at least its not me in the flame suit again

Oh to the poster about getting a life...thanks...I have one but happy to be reminded. Listen again for those of us who are saying dcl did treat them fairly as far as compensation...we are not saying we dont understand the disappointment involved...believe me I know first hand about the whole illness before a trip deal. Oh well...I give up, I hope people do the right thing in the long run, for not just themselves but for the others that are affected by their decisions(this is not directed to anyone but in general).
Aimee

 

[Hercules10]

If folks read the posts you'll see that these people had to fight for any type of fair reimbursement. It was not offerred.

Many people are saying that if they get an upset stomach they will NOT go to the ship's doctor for fear of being thrown in quarantine regardless of the true source of discomfort. The ship's doctors need to have a better way to diagnose ailments.

I agree that the ship needs to protect all of their passengers, but a panic reaction to an upset tummy is not the answer. IMHO it's like shutting down Castaway Cay if someone gets stung by a jelly-fish.

 

[year2late]

Mjasp. people respond to the Norwalk virus in varying degrees. Their response is in relation to their overall state of health, size, age, state of hydration prior to onset, etc. I am not flaming, but for it to progress to the point of blackouts in a young and healthy person is not usual.

Frankly, since it is unclear whether it really was food poisoning or not (unless other patrons who ate the herring, etc where suffering your illness) I think Disney's response was good. The $1300 seemed fair - with that you would have been able to get what you wanted.

I actually think DCL has done the responsible thing in not allowing a actively ill person with intestional symptoms on board.

I would be very angry as a cruiser if I found out I got the Norwalk virus because DCL let on a cruiser showing typical symptoms on board. (a cruise ship is the ultimate place to contract communicable disease - compact spots with no way to escape close contact)

 

[Luvdisney]

Okay, I'm in agreement with the majority of post here. What I haven't heard is if the DCL medical staff truly thought this was a virus, why didn't they seek out everyone who rode the bus to the port with her. I would think they would need to be quanintined as well. If the symptoms appear 24 to 48 hours after exposure. Then you have a bus load of people who could potentionally be making the entire ship sick. So, like one other poster mentioned the CM at the hotel shouldn't have let her board the bus in the first place.

 

[Hercules10]

Originally posted by year2late
I would be very angry as a cruiser if I found out I got the Norwalk virus because DCL let on a cruiser showing typical symptoms on board.

Bet you'd be even more ticked if you were the one who was not allowed on board because you ate too much junk food, walked around in balmy weather and in general sufferred from the vacation runs.

Automatically assuming someone has the Norwalk virus because of this is akin to assuming that someone must be a terrorist because of their nationality or their religion.

 

[gottaluvdisney]

"""Since Disney evidently owns the travel insurance policies I don't think what they did was so wonderful. They would have had to do it ANYWAY.''''''


The Walt Disney Co. does not own Access America or any other insurance agency that I know of.

They are also not in the medical business, so they have to hire nurses/doctors from outside agencies.

It is true that they have to report an illness when it gets over a certain percentage to the CDC.

 

[fredms]

Belu- I am very sorry your trip was ruined and am glad you and your DH could make the best of a bad situation.

I can also see where the doctor really has no choice and must be very conservative in his diagnosis to protect the other passengers as discussed above.

I had a situation on my 5/2003 Wonder cruise. My MIL ate so much food the first day (the buffett, hotdog at plutos, ice cream, dinner at Tritons etc.) that she got diarrhea and upset tummy. We went to Atlantis the Nassau day but by the time we got back she was pooped (literally and figuratively) still having diarrhea and upset tummy. Having read these boards I was so afraid of quartine. I had brought pepto bismo and gave her that. She didn't join us for dinner and I told the waiter she was tired from walking around Nassau in the hot sun. I felt bad for lying but I did not want her to be locked in the stateroom. By the next day she was fine.

I know that perhaps I should've brought her to the doctor but I didn't want to risk quarantine. I guess that's the downside to being so conservative - ppl are afraid of "improper quaratine" and won't report illness.

 

[mkandk]

Originally posted by floridafam
Why does DCL deny passage to people because of illness but then they turn around and send them to hotels at WDW?

Hotels are small, full of people, most have pools where the sick person would be swimming.

This isn't the first time I have heard of them doing this.

Makes no sense to me.

Probably because there aren't any better options. A sick person can't drive, most likely, and flying would be worse at spreading disease than the cruise. So they can't just send them home.

I guess Disney could put them up at the hospital?!

 

[LAMPSKIES]

Belu..........I don't see anywhere here that any land/sea cruisers after our 11/29/03 eastern has responded about the "waiver" of flu like symptoms that we signed at the resort before we got on the bus to port. Did you sighn the waiver saying "I have had NO flu like symptoms in the past 48 hours!"
Now this is not a flame but...........if you sighned "NO I haven't" and went to the ship.....shame on you........If you signed "Yes, I have had flu like symptome in the past 48 hours" and the let you get on the bus and go to port....SHAME ON DCL!!!! Can you tell us how you answered or if they are still making you sighn that form???

 

[joeys]

You had vomiting and diarrhea prior to arriving at port and you were still not feeling well and had a fever upon arrival. A virus will spread like wildfire in a confined environment like a ship, especially one with lots of kids, so I am not sure what the doctor is supposed to do other than deny you passage or quarantine you upon boarding. As a paying passenger I would be furious if I contracted whatever you had because DCL allowed you to board while actually exhibiting symptoms.

It would be the same as sending your sick child to school with dose of Advil for his fever in the enclosed environment of a classroom with lots of close contact. They all end up sick right? You need to be fever free for 24 hours to not be contagious.

I realize you believe you had food poisioning but there really is no sure way to tell. It is disappointing that your vacation was interrupted but we all have things that happen like this from time to time. A good reason to purchase trip insurance especially in the winter season. Putting an entire ship at risk of infection is not an option at any time in my opinion.

 

[jerinknox]

Straight up you were sick. Period. Thank you Disney for keeping all the other 2000 people safe.


"The next 24 hours I continued to have diarrhea but never any other symptoms, my family never got sick and with the exception of the cold weather we managed to have a nice time anyway. Plus I lost 7 lbs. "

 

[cruisnfamily]

The one who did you the greatest disservice was the DCL rep at the hotel, or wherever you were picked up by the bus. She saw you were sick, you told her what happened & why you were sick. She decided to opt out of confrontation & let you on the bus... She passed the buck. She should have explained that DCL's policy regarding illness is very strict & you may be denied passage. She should have called the Port & discussed it with the Dr. before she let you on the bus( if you had Norwalk, now everyone else on the bus is at risk with her knowledge... )

I agree wholeheartedly with this statement!

 

[Bella2000]

Originally posted by dianthus
When I read your post, I felt you could have been handled better by everyone, starting with the DCL rep at the hotel, by the medical staff and the Port CMs delivering you your compensation package. Addressing your husband, instead of you- you are the patient & conscious- that's a true no no. The nurse taking the position she did without examining you first. I can certainly see why you got angry... The moderate resort should have been discussed with you first, before they made up the letter- as they promised you a Deluxe. Again, I can see why you would feel that they were being less than up front about it.

I think sometimes in these situations, problems escalate - as it's all due to discomfort.. Telling someone that they cannot sail for the good of the masses is quite difficult. They expect people to become upset. Most people hate confrontation & will do anything to get out of the situation. They become tense & do stupid things because they just want the situation to end. They are so uncomfortable they can't stand it either. I've seen it happen time & time again...

The one who did you the greatest disservice was the DCL rep at the hotel, or wherever you were picked up by the bus. She saw you were sick, you told her what happened & why you were sick. She decided to opt out of confrontation & let you on the bus... She passed the buck. She should have explained that DCL's policy regarding illness is very strict & you may be denied passage. She should have called the Port & discussed it with the Dr. before she let you on the bus( if you had Norwalk, now everyone else on the bus is at risk with her knowledge... )

They could have sent you to a medical emergency walk in place, or WDW infirmary to be checked out. If that Dr. felt it was OK to sail, the bus, or a DCL van could pick you up & bring you to Port. If you weren't clear to sail, she would have saved you an hour's ride & all the confrontation the fiasco caused you & your family. Your compensation could have been negotiated right there at WDW, not even having to leave the resort area, or choose the cruise credit for another time...

Would you be angry and disappointed- absolutely! Would you get over it- yes & would probably understand why the decision was made- Norwalk, or Food poisoning who will ever know... The problem here is you are more angry that you were treated like a "Hot Potato" than a customer that they were concerned for..

This is also how I interpreted the OP. I felt her frustration of her treatment by all parties. All of the Disney CM's knew she was on the cruise from the report of food poisoning at Claims to Bus driver etc. I found their buck passing most unfortunate. I felt OP was saying forewarned is forearmed - if I had food poisoning (I leaned more toward that as her child and husband were not sick) go to the clinic to get checked. If she had done that and she was cleared she would have proof that she reported it to the Claims dept previously as well as Doctor. I don't think OP is suggesting that people with Norwalk hide it, however she is pointing out a situation (her examination) which she felt was less than stellar and anyone could experience the same thing - i.e. the temperature. I did not read that OP wanted contagious people to get on a ship just because they paid or their vacation would be ruined.

 

[LAMPSKIES]

Bella2000 and Cruisinfamily..........back to my question........When the "waiver form" was signed at WL what was the answer to "have you had flu like symptoms in the past 48 hours?" If the answer was "NO" DCL passed no buck. If the answer was "Yes" then the buck was passed!!!

 

[sixbitslocum]

I don't think I agree with the posts that are blaming the driver for poor treatment of belu.

My husband told her about the food poisoning and that I was not feeling well. She gave us our documents and my husband filled them out.

After filling out our forms the cruise line person gave my husband a notice about illness and informed me that I would need to meet with the ship doctor to be cleared for travel. This did not seem to be a very big deal and she told us not to worry about it. After getting on the bus another cruise line person supervisor type told us I would need to be cleared by the doctor but that it would move us to the front of the line.

DH told the driver about the food poisoning. Not having a medical degree, the driver could not distinguish between food poisoning and the flu. DH then proceeded to fill out the forms. I'm assuming these are the "have you had and flu symptoms lately forms". Yet another Disney rep then told belu that she would have to see the doctor before being allowed aboard. Suffice it to say, she was well aware there may be a problem, and the person qualified to make the final decision was not in the hotel lobby.

Hypothetically, if the driver did refuse to take belu to the port because of illness, would the OP be about how poorly she was treated by an employee who was not a doctor. If the cruise rep had called a doctor to get their input, would belu have just agreed at that point, or would she have demanded to see the doctor first. There was no way around it, belu was going to have to see the doctor face to face, even if the doctor was going to make the decision based solely on the symptoms.

It sounds to me like everyone was trying to give belu every chance to still make the cruise, with the final decision being made by the cruise doctor (not a hotel doctor).

Let's face it, it was no ones fault. Belu got sick, couldn't go on the cruise, was mad as ****, was offered another cruise, wasn't going to be happy with anything, and is looking to place blame somewhere. Sometimes you just have to deal with what life throws you and realize there is no one to blame.

 

[debaudrn]

http://www.cdc.gov/ncidod/dvrd/revb/gastro/norovirus-qa.htm

While I sympathize with Belu for her lost cruise and agree that her experience with the medical professionals was less than stellar, I agree with the others who feel DCL was right to refuse her boarding.

The above link is to Norwalk virus information on the CDC website. I quote "Symptoms occur 24-48 hours after ingestion of virus and can occur as early as 12 hours after ingestion." In addition, "vomit and stool are contagious for at least 3 days after recovery and can be contagious up to as long as 2 weeks." This is why cruise lines are so cautious when it comes to this issue. This is their livelihood after all. Also if you search the CDC for food poisoning you will find that Norwalk virus is a form of food poisoning. Most instances of food poisoning are caused by viruses, bacteria and parasites and are also contagious.
I'm not trying to flame Belu or others but as a nurse I felt some of these facts about food poisoning and Norwalk virus should be made clear.

Debbie

 

[LAMPSKIES]

Debbie.........Thanks, after reading that thread I now can say "I had the Norwalk Virus last year!" The symptoms in that thread were exactly what I had.

 

[The4OfUs]

Originally posted by debaudrn
as a nurse I felt some of these facts about food poisoning and Norwalk virus should be made clear.

Debbie

Thank you for that link, it was very helpful and enlightening!

As for recommending that someone never eat at a particular restaurant because of suspected food poisoning - being married to a chef, I've learned alot about the business and there are just SO many things that could have caused it, things that are transient and may never happen again - a purveyor could have sold them past date foodstuffs, an employee might have passed it along, a cook might not have taken the meat up to the 160 deg, etc. etc. One bad meal (even a horrible experience like Belu had, which I completely sympathize with!!) does not a bad restaurant make is what I'm trying to say, I guess.

I'm sorry you had such an awful cruise experience, Belu, and I hope you're feeling better.