The blame game: Who’s at fault if an unvaccinated cruise passenger is denied boarding?

TORONTO — Imagine this: a passenger arrives at a port to embark on their long-awaited cruise but is denied boarding because they don’t have proof of vaccination for COVID-19, claiming they were unaware of the requirement. Who’s to blame? The passenger, the cruise line, or the travel agent?

The question is a valid one considering the growing number of cruise lines that will be requiring proof of vaccination upon their resumption of operations. Britain-based Saga Cruises was the first out of the gate to announce the requirement in January, followed by sister U.S. brands American Queen Steamboat Company and Victory Cruise Lines last month. Most recently, and perhaps most significantly, is Crystal, the first large-ship cruise line to make vaccination a requirement for guests, a move that could usher in a wave of other cruise lines to follow suit.

While proof of vaccination is being regarded by many in the cruise industry, including travel agents, as a welcome requirement to rebuild traveller confidence and help safely resume global cruising, it can be assumed, like with any newly introduced travel protocol, that there will be some challenges ahead for all those involved. Recent reports of travellers finding loopholes to avoid Canada’s quarantine hotels and even falsifying negative COVID-19 test results indicate mounting frustrations over ongoing travel restrictions. Could something similar happen in the cruise industry if proof of vaccination becomes more widespread, with cruisers attempting to sidestep the requirement? Whether they do so deliberately or innocently, who will be blamed if they’re denied boarding?

When reached for comment, CLIA’s Laziza Lambert, Strategic Communications Manager, tells Travelweek that the organization is currently discussing the potential pitfalls proof of vaccination will have for the cruise industry.

Travelweek also reached out to travel agents to weigh in on the issue. Marianne Vogel, CTC and owner of Just for You Travel Consulting in Dundas, Ontario, believes that travel agents will be the likely scapegoat should their clients claim they were unaware of the vaccination requirement prior to departure. Saying that “we always seem to get the brunt of the blame,” Vogel tells Travelweek that the only way for agents to protect themselves in this scenario is to request a copy of the client’s vaccination certificate in advance to send to the cruise line.

“I always ask for a copy of my client’s passport so that I have it on file, in case they lose it or something happens and so I can check that all data is correct for the booking,” says Vogel. “It would be prudent for agents and cruise lines to ask for proof of vaccination too at the time of booking, or at least before departure, to deal with this.” 

Giving as much information as possible to clients will be imperative, adds Vogel, who makes sure to provide up-to-date hardcopies of airport procedures and country requirements along with tickets. 

“I know everyone loves electronic tickets these days but my lawyer always says, ‘those who have the most paperwork wins.’ Electronic stuff can be doctored, your phone or iPad can be lost, stolen or not work in destination – same goes with the vaccination certificate. Take a paper copy along with your passport until it can be added to your passport electronically in the future, like with some visas,” she says.