One family’s dream vacation turned into a nightmare when they watched their cruise ship sail away without them due to a staff mistake.
A devastating surprise gone wrong
Shannon Nutting had planned a surprise cruise for her children since November 2023.
Excited to reveal the big news, she drove her family eight hours from North Carolina to Port Canaveral, Florida. They were set to board their Royal Caribbean cruise ship.
Upon arrival, Shannon finally shared the surprise. Her nine-year-old daughter was overwhelmed with joy, bursting into happy tears.
However, excitement quickly turned to heartbreak.
Cruise ship check-in mishap
As they checked in, Shannon presented her disabled son’s student ID.
She had previously confirmed with Royal Caribbean that it was an acceptable form of identification. Despite this, the cruise ship staff refused to let them board.
“Unfortunately, you’re not going to be able to board today because the school ID is not acceptable,” a staff member informed Shannon.
Shocked and distressed, she explained that she had verified the ID’s acceptability in advance.
She asked to speak with a supervisor, hoping to resolve the issue.
A failed attempt to board
Shannon told the supervisor that her teenage son has special needs. That’s why he does not have a state-issued ID.
Despite her prior confirmation with the cruise line, her pleas were dismissed. The family was ultimately denied entry onto the ship.
Standing at the port, they watched in devastation as their cruise ship sailed away without them.
The aftermath: stranded and heartbroken
“All that year of saving and paying on it—everybody was just heartbroken and devastated,” Shannon recalled.
“I did not want to get on the road for eight hours and travel back I-95 with four kids by myself and my babysitter.”
Instead of returning home immediately, the family stayed in Florida. Shannon contacted her travel agent to seek a resolution.
Royal Caribbean’s response and compensation
Royal Caribbean later admitted their mistake, citing human error. They acknowledged that Shannon and her children should have been allowed to board.
As a resolution, they offered the family the option to fly to Cozumel and join the cruise ship. Shannon declined.
To rectify the situation, Royal Caribbean provided three options:
- Full credit for the amount paid, plus a $700 onboard credit for a future cruise.
- A full refund.
- A full refund plus a 25% future cruise credit.
Shannon, however, wanted reimbursement for more than just the cruise. She sought compensation for travel expenses, including meals, gas, and lodging.
Preventing future cruise ship boarding issues
In response to the incident, Royal Caribbean has improved staff training at the port.
The goal is to prevent similar mistakes from happening again.
While the cruise line has attempted to make amends, Shannon and her family’s experience serves as a cautionary tale.
Travelers should always double-check documentation policies and, if possible, obtain written confirmation to avoid devastating travel disruptions.