EDMONTON – An Alberta couple has a warning for travellers after their cruise vacation nearly came to a halt before it even began, all because of a critical missing document.
When Frank and Janice Lockhart’s son passed away suddenly from cancer, they decided to use the money he left them to see more of the world. The retirees liked their first cruise so much that after returning from it, they decided to book three more.
But while looking over documents for their next one, which was departing from Brazil in four weeks, they were shocked to find out they needed a visa.
“Talked with about three or four other visa companies and they all said there was no way within that time frame…that we could have gotten it unless we would go to Ottawa,” Janice says.
So faced with either missing six days of their cruise by skipping Brazil, or cancelling the trip altogether and losing the money, the Lockharts flew to Canada’s capital. There, they were able to visit the Brazilian embassy in person to get an expedited visa.
The downsides were the extra $3,000 the Ottawa trip cost, and the two days of vacation the couple was forced to miss. They managed to arrive in Brazil on the same day as the ship was scheduled to leave for the next port.
“We made it. It felt so good to walk on that ship,” Janice recalls.
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She’s still disappointed in Cruise Vacations Incorporated, as she says extra assistance is supposed to be one of the advantages of booking with a travel agent.
“I wish that person had told us we needed a visa and how long it takes and we wouldn’t have booked at that time.”
Cruise Vacations claims it did notify the Lockharts about the visa requirement. Staff say Hurricane Sandy affected visa processing times and sent Global News the following statement:
“Cruise Vacations assists, recommends and advises all clients regarding Visas and other documentation required all around the world.
For legal protection for Cruise Vacations, the company does notify all clients, in writing, as follows: “Please note that it is your responsibility to ensure that you obtain valid documentation to enter into each country as required by all relevant government authorities. Neither Cruise Vacations Inc, nor its agents or employees shall be liable for any loss or damage resulting from insufficient passport, Visa or other documentation.”
We did notify the Lockharts, in writing and on the telephone, regarding their visa – – and they chose to apply for it upon their return to Canada Nov 11, 2012. While they were away, Hurricane Sandy hit the United States and many of the Brazilian consulates in the United states were closed due to the storm. All of the U.S. applications from areas affected by Hurricane Sandy were forwarded North to the Canadian Brazilian consulates and as a result the processing time increased from 3 weeks to 4-6 weeks. This is an event that is outside anyone’s control (ie., an Act of God).”
As a gesture of goodwill, the travel agency did offer the couple $500 off future trips of more than $10,000 dollars. The seniors say due to finances, more trips like that won’t be possible.
The situation may serve as a reminder for travellers to read the fine print, and if they’re booking online, to do their research carefully as there are many countries that require visas.
“A lot of times where visas can have a turn around of five days or 10 days there are other countries where it’s 15 or 20 days as a minimum, so that’s where you have to make sure you plan in advance,” explains Roland van Meurs with AMA Travel.
“In some cases you don’t want to apply for them too early because they may have only have validity between a certain amount of days. At the same time if it’s a visa that takes longer to get to, you then have to make sure you apply early enough in order to be able to get all your documentation back before your trip.”
While the Lockharts aren’t very internet-savvy, Janice says she is planning to go online to get the forms she needs in the future.
For more information, visit travel.gc.ca.
With files from Julie Matthews, Global News
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