HELP! EBTA cruisers, didn't leave the country?

[olafLover]

I don't believe DCL does hold passports on most cruises, in fairness to them. I am not sure if they do it only on the EBTA or perhaps also the WBTA, but everyone did seem wildly surprised about it.

Actually this was just a freak on it’s own thing! We’ve done a wbta and didn’t have this issue. Our table mates did an EBTA before and they didn’t have to hand in their passports then either. Apparently Portuguese border protection entered the ship in Ponta Delgado to go through all the passports while people were in port. But they didn’t need ours for that, the only thing an European border protection officers needs to do for us is confirm we hold our own passport, which we didn’t even do now! And I and other European guests have told hem repeatedly, but they still held our passports

 

[truck1]

I can see some of whats going on. Theres several groups that are involved and all are limited as to what they can do. ( I used to deal with this in JFK for cargo) I am sympathetic, and this is one of those situations where there should be an easier way to fix the issue. There should be a system in place where all you have to do is get info from Disney in this case and enter it into the computer showing you boarded the ship and exited the ship in Port X. Since the government is involved, nothing is ever easy.
Disney collects all of the info required by the agencies involved, and passes it off to whomever they are required to. CBP, INS, any number of alphabet soup organizations. Once that is done, it moves up the food chain to its final resting place. If something happens along the way, which occasionally happens, it may take a little bit to figure out who the best person to deal with it is. Disney can only take things so far before there hands are tied.

So, if I understand this correctly, Disney took all of its paperwork and handed it off either electronically or physically to the next people in line. As far as they were concerned they were done with that cruise. Now, someone gets notified, saying your about to over stay your visit. They call DCL and they get the standard not our problem. The first issue, is that you may or may not be talking to someone from the cruise line it self. It could be someone from the parks on overtime, that has no clue. As far as Disney is concerned, it only affects 1 cruiser. 2nd, issue, is that you would need to talk to someone that actually knows the ins and outs of that situation not a call taker that can barely relay cruise info. Now several more cruisers call up, and say hey we have the same issues. Disney takes note and does an inhouse investigation. The info was collected and handed off. Someone in 200 or 210 Celebration is assigned to follow the paper or electronic trail, and hits a dead end, as most likely CBP or whoever says we need to deal directly with the cruiser for whatever the reason. So now the word gets sent down the food chain in DCL, and by the time it gets to the end user, its a sorry about your luck email. At this point Disney has done what they can. If CBP wont deal with them, there hands are tied. Yes they could have notified people who may not know but who? They may not even know. Ideally they should have sent a mass email or mailing to the entire ship to cover the bases. But that takes time. A mass mailing can take 2 weeks or so, by the time the letter is duplicated say 2500 times, and it winds its way thru US and foreign postal systems. Im not sure on how difficult a mass email would be for the ship. Hopefully someone there is noting that for any future issues.
So now, Disney says, send this info to DHS or whatever alphabet soup organization is in charge of the circus. That's all that DCL can do is send the info that is requested.

So my thoughts are this.
First, putting pressure on DCL most likely wont accomplish a thing besides waste time. If they truly have taken it as far as they can, they cant go any higher. Any pressure needs to be placed on the ringmaster that the info was lost at. To do that I personally would consult a lawyer that specializes in foreign visas and would know what to do next. At the very least, they should be able to say you've done what you can or point you in the right direction.
2nd, I would get with the passport agency in my country and advise them whats going on. They may be able to put pressure where it needs to be or get an extension or advise any other options.
3rd, if you have a govt representative, that can apply pressure I would consult them also.
4th, if the press is involved, they need to be directed towards where the bottle neck is. Saying DCL isn't helping on the 6 oclcok news, wont do anything if the problem is actually in Washington in CBP. The focus would need to be there.

 

[FigmentSpark]

Also, go to the embassy. Period. You're not in the U.S. That will be clear to any clerk standing there checking your passport at the door.

 

[Dug720]

I can see some of whats going on. Theres several groups that are involved and all are limited as to what they can do. ( I used to deal with this in JFK for cargo) I am sympathetic, and this is one of those situations where there should be an easier way to fix the issue. There should be a system in place where all you have to do is get info from Disney in this case and enter it into the computer showing you boarded the ship and exited the ship in Port X. Since the government is involved, nothing is ever easy.
Disney collects all of the info required by the agencies involved, and passes it off to whomever they are required to. CBP, INS, any number of alphabet soup organizations. Once that is done, it moves up the food chain to its final resting place. If something happens along the way, which occasionally happens, it may take a little bit to figure out who the best person to deal with it is. Disney can only take things so far before there hands are tied.

So, if I understand this correctly, Disney took all of its paperwork and handed it off either electronically or physically to the next people in line. As far as they were concerned they were done with that cruise. Now, someone gets notified, saying your about to over stay your visit. They call DCL and they get the standard not our problem. The first issue, is that you may or may not be talking to someone from the cruise line it self. It could be someone from the parks on overtime, that has no clue. As far as Disney is concerned, it only affects 1 cruiser. 2nd, issue, is that you would need to talk to someone that actually knows the ins and outs of that situation not a call taker that can barely relay cruise info. Now several more cruisers call up, and say hey we have the same issues. Disney takes note and does an inhouse investigation. The info was collected and handed off. Someone in 200 or 210 Celebration is assigned to follow the paper or electronic trail, and hits a dead end, as most likely CBP or whoever says we need to deal directly with the cruiser for whatever the reason. So now the word gets sent down the food chain in DCL, and by the time it gets to the end user, its a sorry about your luck email. At this point Disney has done what they can. If CBP wont deal with them, there hands are tied. Yes they could have notified people who may not know but who? They may not even know. Ideally they should have sent a mass email or mailing to the entire ship to cover the bases. But that takes time. A mass mailing can take 2 weeks or so, by the time the letter is duplicated say 2500 times, and it winds its way thru US and foreign postal systems. Im not sure on how difficult a mass email would be for the ship. Hopefully someone there is noting that for any future issues.
So now, Disney says, send this info to DHS or whatever alphabet soup organization is in charge of the circus. That's all that DCL can do is send the info that is requested.

So my thoughts are this.
First, putting pressure on DCL most likely wont accomplish a thing besides waste time. If they truly have taken it as far as they can, they cant go any higher. Any pressure needs to be placed on the ringmaster that the info was lost at. To do that I personally would consult a lawyer that specializes in foreign visas and would know what to do next. At the very least, they should be able to say you've done what you can or point you in the right direction.
2nd, I would get with the passport agency in my country and advise them whats going on. They may be able to put pressure where it needs to be or get an extension or advise any other options.
3rd, if you have a govt representative, that can apply pressure I would consult them also.
4th, if the press is involved, they need to be directed towards where the bottle neck is. Saying DCL isn't helping on the 6 oclcok news, wont do anything if the problem is actually in Washington in CBP. The focus would need to be there.

Agree with this 100%. Once it is in government agency hands, there is likely very little DCL can do about it. So assuming they are correct that they handed in all the paperwork as they were required to, it would be up to CBP or whatever agency handles it.

 

[Rob1872]

Also, go to the embassy. Period. You're not in the U.S. That will be clear to any clerk standing there checking your passport at the door.

Of course, the sad thing is that I can just see a junior clerk in an overseas US embassy's initial response. "How did you sneak out of the USA without going through immigration controls? That's a serious offense!!"

 

[DynamicDisneyDuo]

Of course, the sad thing is that I can just see a junior clerk in an overseas US embassy's initial response. "How did you sneak out of the USA without going through immigration controls? That's a serious offense!!"

Oh my god, that's Jason Bourne.
ding ding dingdingding reeeeeeeeeeeeeeeeeeeeeeeeeeeeeee

 

[KashasMom]

I can see some of whats going on. Theres several groups that are involved and all are limited as to what they can do. ( I used to deal with this in JFK for cargo) I am sympathetic, and this is one of those situations where there should be an easier way to fix the issue. There should be a system in place where all you have to do is get info from Disney in this case and enter it into the computer showing you boarded the ship and exited the ship in Port X. Since the government is involved, nothing is ever easy.
Disney collects all of the info required by the agencies involved, and passes it off to whomever they are required to. CBP, INS, any number of alphabet soup organizations. Once that is done, it moves up the food chain to its final resting place. If something happens along the way, which occasionally happens, it may take a little bit to figure out who the best person to deal with it is. Disney can only take things so far before there hands are tied.

So, if I understand this correctly, Disney took all of its paperwork and handed it off either electronically or physically to the next people in line. As far as they were concerned they were done with that cruise. Now, someone gets notified, saying your about to over stay your visit. They call DCL and they get the standard not our problem. The first issue, is that you may or may not be talking to someone from the cruise line it self. It could be someone from the parks on overtime, that has no clue. As far as Disney is concerned, it only affects 1 cruiser. 2nd, issue, is that you would need to talk to someone that actually knows the ins and outs of that situation not a call taker that can barely relay cruise info. Now several more cruisers call up, and say hey we have the same issues. Disney takes note and does an inhouse investigation. The info was collected and handed off. Someone in 200 or 210 Celebration is assigned to follow the paper or electronic trail, and hits a dead end, as most likely CBP or whoever says we need to deal directly with the cruiser for whatever the reason. So now the word gets sent down the food chain in DCL, and by the time it gets to the end user, its a sorry about your luck email. At this point Disney has done what they can. If CBP wont deal with them, there hands are tied. Yes they could have notified people who may not know but who? They may not even know. Ideally they should have sent a mass email or mailing to the entire ship to cover the bases. But that takes time. A mass mailing can take 2 weeks or so, by the time the letter is duplicated say 2500 times, and it winds its way thru US and foreign postal systems. Im not sure on how difficult a mass email would be for the ship. Hopefully someone there is noting that for any future issues.
So now, Disney says, send this info to DHS or whatever alphabet soup organization is in charge of the circus. That's all that DCL can do is send the info that is requested.

So my thoughts are this.
First, putting pressure on DCL most likely wont accomplish a thing besides waste time. If they truly have taken it as far as they can, they cant go any higher. Any pressure needs to be placed on the ringmaster that the info was lost at. To do that I personally would consult a lawyer that specializes in foreign visas and would know what to do next. At the very least, they should be able to say you've done what you can or point you in the right direction.
2nd, I would get with the passport agency in my country and advise them whats going on. They may be able to put pressure where it needs to be or get an extension or advise any other options.
3rd, if you have a govt representative, that can apply pressure I would consult them also.
4th, if the press is involved, they need to be directed towards where the bottle neck is. Saying DCL isn't helping on the 6 oclcok news, wont do anything if the problem is actually in Washington in CBP. The focus would need to be there.

Disney DIDN'T even notify everyone who was affected. Cruisers shouldn't be finding out about this issue from social media. At the VERY LEAST Disney should have Fedex'd a letter to all foreign passport holders to let them know there might be a problem and suggested next steps. This wasn't a simple case of losing someone's luggage.

 

[olafLover]

Agree with this 100%. Once it is in government agency hands, there is likely very little DCL can do about it. So assuming they are correct that they handed in all the paperwork as they were required to, it would be up to CBP or whatever agency handles it.

Except that they didn’t send us an email stating it was out of their hands. They let us know on Friday that we were working on it, even told somebody, give it a few days and it’ll be sorted and then it was crickets. So somebody called, that’s how we know.
Also we are having to request proof from them, to forwards to CBP, why do we have to request this? Why don’t they just send this to the people who already contacted them?

 

[olafLover]

Disney DIDN'T even notify everyone who was affected. Cruisers shouldn't be finding out about this issue from social media. At the VERY LEAST Disney should have Fedex'd a letter to all foreign passport holders to let them know there might be a problem and suggested next steps. This wasn't a simple case of losing someone's luggage.

Today I send a pleading email to them to do this. Somebody informed a concierge guest today who wasn’t aware and was affected! They’re leaving it up to us to inform people

 

[KashasMom]

Today I send a pleading email to them to do this. Somebody informed a concierge guest today who wasn’t aware and was affected! They’re leaving it up to us to inform people

I deal with all my husband's visa headaches several times a year so this just makes my blood boil. People that don't know the ins and outs have no clue what a potential nightmare this can be.

 

[olafLover]

I deal with all my husband's visa headaches several times a year so this just makes my blood boil. People that don't know the ins and outs have no clue what a potential nightmare this can be.

Yes, I really think they aren’t aware of the impact. Especially for somebody who doesn’t know and doesn’t do anything and then in a year or so travels to the US again. They won’t have any proof on them and they will be denied. Having been denied once, is a reason to be denied over and over. Now they are aware this affect their guest, they should notify them!

 

[olafLover]

This is the message I send them:

Could you please, please contact all non-US guests? We’re trying the best we can to reach everybody. So far everybody who has been alerted to the issue and checked has confirmed they have the same issue. Everyone! Please make people aware of it so they won’t be denied access to the US when they try to enter unaware of this! Not everybody received the email from CBP, but everybody traveling with an ESTA was effected!
Our current problems are a direct result from being a guest on your ship, please help make people aware of this!

 

[Kennywood]

When in doubt, go right to the top.

Jeff Vahle is the President of Disney Signature Experiences, which includes Disney Cruise Line.

You might try sending an email to him. I tried to find his exact email address, but couldn't. I would try

• jeff.vahle@disney.com
• jeff.vahle@disneyworld.com
• jeff.vahle@disneycruise.com

You might carbon copy: dcl.guest.communications@disneycruise.com

Make sure your email states that this problem affects a LOT of travelers on the cruise, not just you.

Yes, Disney might have taken things as far as they think they can go, but they carry a LOT of international weight. They might be able to put pressure on their end to resolve this. If nothing else, they'll be made aware of the fact that SOMEONE screwed up things for a LOT of their guests. They will not be please about this.

 

[olafLover]

When in doubt, go right to the top.

Jeff Vahle is the President of Disney Signature Experiences, which includes Disney Cruise Line.

You might try sending an email to him. I tried to find his exact email address, but couldn't. I would try

• jeff.vahle@disney.com
• jeff.vahle@disneyworld.com
• jeff.vahle@disneycruise.com

You might carbon copy: dcl.guest.communications@disneycruise.com

Make sure your email states that this problem affects a LOT of travelers on the cruise, not just you.

Yes, Disney might have taken things as far as they think they can go, but they carry a LOT of international weight. They might be able to put pressure on their end to resolve this. If nothing else, they'll be made aware of the fact that SOMEONE screwed up things for a LOT of their guests. They will not be please about this.

I'd already send one to Commodore Tom (our captain on this cruise) yesterday and tried to send it to the cruise director and assistent cruise director, but those two returned. Because of this post I tried different addresses for them and so far, so good. Also send the e-mail to Jeff Vahle.

 

[olafLover]

Also, go to the embassy. Period. You're not in the U.S. That will be clear to any clerk standing there checking your passport at the door.

We contacted the embassy, they told us there’s nothing they can do and nothing showing up there will achieve. Belief me, we’ve got plenty of proof we’re not in the US nor have been in the last two months. CBP actually gave some good suggestions, so I’ve been able to add even more proof

 

[starry_solo]

Also, go to the embassy. Period. You're not in the U.S. That will be clear to any clerk standing there checking your passport at the door.

I agree. And apply for a new EBTA

 

[KashasMom]

I agree. And apply for a new EBTA

What do you think the Embassy is going to do for them? What authority do you think they have?

If they apply for a new ESTA now wouldn't it show that they've overstayed their visa - actually are currently overstaying their visa.

 

[starry_solo]

What do you think the Embassy is going to do for them? What authority do you think they have?

If they apply for a new ESTA now wouldn't it show that they've overstayed their visa - actually are currently overstaying their visa.

Don't they still have a few days left? If they apply for one now - wherever they apply for it - it would show that they are not in the US.

 

[truck1]

Disney DIDN'T even notify everyone who was affected. Cruisers shouldn't be finding out about this issue from social media. At the VERY LEAST Disney should have Fedex'd a letter to all foreign passport holders to let them know there might be a problem and suggested next steps. This wasn't a simple case of losing someone's luggage.

Disney may not know how many are affected. DHS or INS or any of the alphabet soup groups send their info directly to those that they believe are in violation of something. They bypass Disney completely. By the time that DCL finds out that there was more then 1 person and starts back tracking, its too late. Its on social media. The problem is that when you call DCL you get the average person who has no idea on what goes on, as far as the procedure for a ship to legally leave a US port. Theres a handful of people that do, and I guarantee that they don't answer the phone for reservations. You wouldnt even be fowarded to them. They probably arent even in the same county. Could DCL send something out? Possibly but exactly when would they know that they should send something out? And to how many? Most likely the only way they would know a number is by the number of people that call and say help. If 5 people call for info, and ask for the docs theyd assume theres only 5 families affected. At first, it appears that there was only 1 family. Then a few more people call, and someone takes notice, and passes the buck to someone that actually can deal with the situation. I went back and looked thru the timeline. Basically it wasn't until yesterday morning, at about 830 board time, that DCL said that they can do no more. They probably were working under the assumption that they could clear up the issue over the phone, or resend the documents, and un fubar this mess. Until someone said nope, your done. Were only dealing with the families. Disney may not be aware of the full impact if DHS didnt tell them that it was almost or all of the foreign travelers. DHS,INS or whoever is responsible basically couldn't care less that Disney is saying hey its your mistake.fix it. Whether its procedure, or law or any other reason, well probably never know. But now were at 36 hours from Disneys our hands are tied. How fast can FedUP, get documents to 2500 people? How fast can Disney actually get the info ready to go out, and be picked up, before FedUp quits for the day? How fast will it get across the ocean into who knows how many countries, assuming that they did get everything done in record time? At best, it would have been this morning assuming that DCL had docs or a letter ready to go when they found out that they could do no more. It takes time to print the info, then get it to the mail room and schedule a pick up. If I had to guess, it went to the print shop at the MK, to print 2500 copies, then put it into envelopes, label it, and then went to Disneys mail room from the park for FedUp.If it was done at all. At this point I wouldn't be surprised if by Fri, theres paperwork sitting at peoples houses. Or nothing was sent. Either way I wouldnt be surprised. Disney was behind the 8 ball the minute the first person called to say hey I have a problem.

20/20 hindsight is always clear after the fact. Could they have done something earlier? Sure they could. If they knew they were going to be told off. The OP even said their ta mentioned it looked good because DCL was calm when they were relaying info. As far as I know, this is the first instance a full ship or near full ship that has had an issue of this magnitude, that DCL has had to deal with in this manner.

 

[lilsonicfan]

i honestly don’t know why people keep making excuses for DCL or trying to justify their inaction, or liking posts that do this. It’s so unhelpful.

The fact is that every single European guest who has so far found out about this has been affected. On that basis alone, despite being perhaps a small sample size in the statistics world, it is a massive “coincidence” that should have been better read as “uh oh - maybe all of our European guests were affected”. The very least DCL could have done was send a general email reminding guests with ESTA visas to check the website, and attaching the requisite proof. Our social media group had about 500 members, that is only about 20% or less of the total cruisers on the EBTA. It stands to reason there are many out there who don’t know about it. DCL, by notifying its guests, doesn’t have to admit it was liable and can even foist blame on CBP if they want (and I’m not saying the situation was DCL’s fault at all, but it certainly wasn’t the guests’ fault, particularly because we gave our passports to DCL!!) but knowing this has so far been a problem for 100% of guests who have found out is a significant fact that they should not have so easily overlooked.