I only needed a blood transfusion! Why did my cruise leave me behind?

He needed a blood transfusion so NCL left him behind in St. Kitts.

During his recent NCL cruise, Andrew Goldstein suffered a sudden medical emergency that required a blood transfusion. Unable to provide such a service onboard, the cruise left him behind in St. Kitts to seek treatment. Now he wants a refund for his missed cruise and reimbursement for his additional travel and medical expenses. But is this reasonable?

If you are one of our regular readers, you probably know where this is going. This story is yet another cruise fiasco that shines a light on the importance of travel insurance — even if you don’t think you will need it.

Goldstein was on a 14-day cruise on Norwegian Cruise Line’s (NCL) The Breakaway when he began feeling unwell. He visited the ship’s medical center. The medical staff advised him that he needed to have an EKG and a blood test. He refused both and returned to his cabin.

Still feeling ill the next day, he revisited the medical center.

“I agreed to have the tests that I opted not to have done the prior evening,” he told us. “But in addition to these two tests, the staff did a lot more without my consent.”

“I needed a blood transfusion”

Later that evening, Goldstein received his blood test results and it became clear he needed further treatment.

“The doctor told me that my hemoglobin was very low (less than 6) and that I needed a blood transfusion,” Goldstein recalled. “He said it should be done in a St. Kitts hospital the following day.”

The next morning, an NCL crew member escorted him off the ship and to the hospital in St. Kitts. Here he was told that it would take two days for the correct blood to arrive for his transfusion. Unwilling to wait for this treatment, and not pleased with the quality of the medical facility, he checked himself out. Then he took a taxi back to the ship.

At that time, the ship’s medical team informed Goldstein that he could not complete his cruise. Neither the local hospital nor the medical personnel on the ship would clear him for further travel.

Left with no other option, Goldstein made airfare arrangements and flew home from St. Kitts.

Goldstein believes that NCL improperly denied him reboarding. Since that time,  he has been attempting to receive reimbursement from the cruise line for all of his expenses.

Could NCL have provided a blood transfusion?

When I read Goldstein’s complaint, his lofty expectation of how the medical center on The Breakaway should have handled his self-described “serious medical condition” surprised me. He told me:

Clearly, the best and safest option would have been for me to be allowed to stay in my cabin. A blood donor(s) for A+ blood could have easily been found on The Breakaway, and the transfusion could have been done in the Medical Center. I could have also been given iron supplements, eaten iron-rich foods, and rested a lot. I would have then been in stable condition when I arrived in New York City.

As a consumer advocate, I’m always ready to go to bat for a consumer (For example: This is how a consultant’s mistake made them miss their cruise). But in this situation, I could not. Expecting the NCL crew to search for a suitable blood donor, do all the required laboratory testing of the blood and perform a transfusion aboard the cruise ship in a nonemergency situation wasn’t reasonable.

Goldstein’s complaint letters to NCL accused the doctor and captain of The Breakaway of making “very bad decisions” that put his life in danger by leaving him in St. Kitts. He demanded that they send him his refund and reimbursements by overnight mail within one week.

The hostile nature of Goldstein’s letters to NCL likely alienated him from any executive who may have read his complaint. As our publisher Christopher Elliott points out in his article on the topic, this type of aggressive strategy rarely ends in a consumer victory. And it wasn’t successful for Goldstein either.

If Goldstein had purchased a good travel insurance policy, it could have covered all of his expenses, including his missed cruise and his evacuation from St. Kitts. The travel insurance company could have made all of his return travel arrangements for him — alleviating much of his anxiety.

But Goldstein did not purchase any travel insurance for this trip.

NCL’s response

In its response letter to Goldstein, NCL explained that:

Please understand that guests who leave the ship early for personal or medical reasons are not entitled to a cruise refund, as stated in our brochure and contract of passage.
Although our records show you did not purchase the passenger protection program offered by Norwegian Cruise Line, if you purchased travel insurance through an independent agency you may wish to file a claim with your insurance carrier for the days you were ill, and also for your out of pocket expenses.

I reviewed the terms and conditions that NCL is referencing. In the section entitled “Refusal of Passage” I found the pertinent information for Goldstein’s case:

NCL reserves the right to decline to accept or retain any person as a passenger on the cruise at any time. NCL shall not be required to refund any portion of the fare paid by any passenger who must leave the ship prematurely, nor shall it be responsible for lodging, medical care expenses, meals, return transportation or other expenses incurred by the passenger.

Unhappy with our advocacy team’s position, Goldstein took his plight to Elliott Advocacy’s help forums. He wasn’t pleased with what he heard there either. He reiterated that if NCL had just left him in his cabin to relax he would have been fine.

Perhaps — but what if his condition had worsened at sea? There is no way anyone, not even Goldstein, could have predicted the course that his illness would take. And a cruise ship medical center is not the place you want to find yourself in a real medical emergency.

Norwegian Cruise Line’s final word

NCL pointed out to Goldstein:

Please note that the shipboard medical facility is equipped to provide basic medical care; we cannot offer care for conditions requiring specialized expertise or equipment.

…Like a blood transfusion.

Our advocacy team receives many letters from consumers who want to invoke the benefits of a good travel insurance policy even though they did not purchase one. We can’t help in these cases. What we can do is to continue to stress how beneficial travel insurance can be when faced with unexpected illnesses and accidents — before and during your travels.

Hopefully, his story will serve as a reminder to future travelers. Even if you think you are healthy and strong, you may want to consider travel insurance. A good policy will protect you against life’s unanticipated calamities. And that’s exactly what it’s designed to do.

Should NCL have provided an on-board blood transfusion for Goldstein?

View Results

Loading ... Loading ...
Share this story
Share on Twitter Share on LinkedIn Share on Facebook

Underwritten by

This site is underwritten by Cavalry Travel Insurance

Cavalry takes the worry of out travel by providing 24/7 access to medical and security professionals combined with the best medical evacuation and security extraction services. Cavalry gets you home safely when you need it most. Learn more at Cavalrytravelinsurance.com.

This site is underwritten by Sodexo North America

Sodexo North America Sodexo North America is part of a global, Fortune 500 company with a presence in 80 countries. Sodexo is a leading provider of integrated food, facilities management and other services that enhance organizational performance, contribute to local communities and improve quality of life for millions of customers in corporate, education, healthcare, senior living, sports and leisure, government and other environments daily. Learn more at Sodexoinsights.com.

This site is underwritten by Travelex Insurance Services

Travelex Insurance Services is a leading travel insurance provider in the United States with over 55 years combined industry expertise of helping people dream, explore and travel with confidence. We offer comprehensive travel insurance plans with optional upgrades allowing travelers to customize the plans to fit their needs. Compare plans, get a quote and buy online at Travelexinsurance.com.

This site is underwritten by AirHelp

AirHelp is the world’s leading flight delays compensation company, helping passengers apply for compensation following a delayed or canceled flight or when boarding has been denied. It is AirHelp’s mission to fight for passenger rights by holding airlines accountable for flights disruptions that are out of passengers’ control. AirHelp has already helped 5 million people, taking the stress out of applying for compensation and making it as hassle-free as possible for travelers around the world.

This site is underwritten by Allianz Travel Insurance

The Allianz Travel Insurance company has built its reputation on partnering with agents all around the world to provide comprehensive travel insurance for their clients. Contact Allianz Travel Insurance for a comprehensive list of coverage.

This site is underwritten by Chubb

Chubb is the world’s largest publicly traded property and casualty insurance company, and recognized as the premier provider of insurance for successful individuals and families in the U.S. and selected international markets, offering coverage for high-value automobile, homeowners, recreational marine/aviation, valuables and umbrella liability coverage. As an underwriting company, Chubb assesses, assumes and manages risk with insight and discipline, and combines the precision of craftsmanship with decades of experience to conceive, craft and deliver the best insurance coverage and services to individuals, families and business of all size.

This site is underwritten by Enterprise Holdings

A family-owned, world-class portfolio of brands. A global network that spans across more than 85 countries. Some 97,000 dedicated team members sharing common values. And more than 1.9 million vehicles taking our customers wherever they need to go.

This site is underwritten by Fareportal

Fareportal’s portfolio of brands, which include  CheapOair and  OneTravel, are dedicated to helping customers enjoy their trip. Whether you want to call, click, or use one of our travel apps, one thing is clear: We make it easy to take it easy.

This site is underwritten by Insuremyrentalcar.com

An independent provider of low cost CDW/LDW insurance for use with rental cars. Up to $100,000 cover with no deductible. Policies available on a per day, per trip or per year basis. Also works with overseas rentals. Try  Insuremyrentalcar.comnow.

This site is underwritten by InsureMyTrip

It’s simple. InsureMyTrip finds you the right travel insurance plan, every time. InsureMyTrip is the authority on travel insurance. Rated A+ for travel insurance by the Better Business Bureau. All travelers that purchase a policy through  InsureMyTrip have access to Anytime Advocates® for claims assistance.

This site is underwritten by Mediacom Communications

The nation’s fifth-largest cable operator, serving the smaller cities and towns in the Midwest and Southern regions of the United States. We are a high-performance broadband, entertainment, and communications company that brings the power of modern technology and quality customer experience to life inside the connected home by combining ultra-fast gigabit speeds with personalized local and over-the-top entertainment choices that fit your lifestyle. Details at  Mediacomcable.com.

This site is underwritten by SCOTTeVEST

An innovative apparel brand for people who want easy access to everything they need. For those who live for every second, SCOTTeVEST lets you maximize your life. Ditch the carry-on bag and pick up a  SCOTTeVEST.

This site is underwritten by Virtuoso

The leading global network for luxury and experiential travel. This invitation-only organization comprises over 1,000 travel agency locations with 17,500 advisors in over 45 countries, and holds preferred relationships with 1,700 of the world’s finest travel companies. Virtuoso advisors collaborate with their clients to create personalized itineraries featuring exclusive perks, while also providing advice, access, advocacy, and accountability. For more information, visit  Virtuoso.com.

This site is underwritten by VisitorsCoverage

As a company that is constantly striving to simplify travel insurance, VisitorsCoverage, is on a mission to help travelers make the better decisions about purchasing travel insurance, quickly. VisitorsCoverage has helped millions of travelers globally to buy the suitable travel insurance and explore the world with confidence. Get insurance for your next trip at  VisitorsCoverage. Lowest Price Guaranteed.

This site is underwritten by MedjetAssist

Medjet is the premier global air-medical transport, travel security and crisis response membership program for travelers. With a MedjetAssist membership, if you become hospitalized more than 150 miles from home, we will get you from that unfamiliar hospital all the way home to the hospital you trust. All you ever pay is your membership fee. MedjetHorizon members add 24/7 personal security and crisis response benefits. Elliott.org readers enjoy discounted rates. Travel safer with  MedjetAssist.

This site is underwritten by Southwest Airlines

The mission of Southwest Airlines is dedication to the highest quality of Customer Service delivered with a sense of warmth, friendliness, individual pride, and Company Spirit. We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth.

This site is underwritten by Sungard Availability Services

Leveraging more than 35 years of experience, Sungard AS designs, builds and runs critical IT services that help businesses manage complex IT, adapt quickly and build resiliency and availability. A leading provider of critical production and recovery services, Sungard AS partners with customers across the globe, delivering resilient IT systems, infrastructure and recovery services tailored to achieving desired business outcomes.

This site is underwritten by TravelInsurance.com

TravelInsurance.com makes it fast and easy to compare and buy travel insurance online from top rated providers. Our unbiased comparison engine allows travelers to read reviews, compare pricing and benefits and buy the right policy with a price guarantee, every time. Compare and buy travel insurance now at  TravelInsurance.com.

This site is underwritten by Squaremouth

Squaremouth helps travelers easily and instantly compare travel insurance policies from all major providers. Only companies that meet the strict requirements of Squaremouth’s Zero Complaint Guarantee are available on the website. Compare policies on  Squaremouth.com to save over 70 percent on your next purchase.

This site is underwritten by Travel Leaders Group

Travel Leaders Group is transforming travel through its progressive approach toward each unique travel experience. Travel Leaders Group assists millions of travelers through its leisure, business and network travel operations under a variety of diversified divisions and brands including All Aboard Travel, Andrew Harper Travel, Colletts Travel, Corporate Travel Services, CruCon Cruise Outlet, Cruise Specialists, Nexion, Protravel International, SinglesCruise.com, Travel Leaders Corporate, Travel Leaders Network and Tzell Travel Group, and its merger with ALTOUR. With more than 7,000 agency locations and 52,000 travel advisors, Travel Leaders Group ranks as one of the industry’s largest retail travel agency companies.

This site is underwritten by Travelers United

If you’ve been mistreated by the airlines, Travelers United is your voice in Washington. Join the #1 travel advocacy organization working with Congress to improve and protect travelers. Plus, get $400 of annual benefits you can use for travel for only $29/year. Add your voice to ours. Make travel better.  Join today.