Luggage goes diving on a cruise

A: This is the first time I’ve heard of luggage being “dumped” into the ocean. The cruise lines, unlike the airlines, are not required to report mishandled luggage to the federal government, so I can’t tell you how common this problem is. But if I had to make an educated guess, I’d say the amount of bags that go swimming is statistically insignificant.

Still, after looking into your claim, it’s obvious that your luggage did indeed go overboard.

That’s an unfortunate thing, and Princess Cruises should take full responsibility for it. Instead, it appears as if you were sucked into a bureaucratic vortex, bounced between the cruise line and its insurance company in your search for compensation.

I’ve always found it curious that travel companies are constantly coming up with innovative ways to take your money from you quickly. For example, I just read about a new Internet-based system for car rental companies that handles a credit-card transaction in just five seconds. But when it comes to paying you back, travel companies tend to be painfully slow.

Problem? Travel Troubleshooter     More Missed flight, maxed-out card That's not my ding! No nonstop to Disney Downgraded - and out of miles Help! My tour operator is bankrupt A swapped ship in the Galápagos Double booked at Days Inn Rescheduled flight, repriced ticket There's no room at the Rui One trip, two tickets - no refund Falling stars in Puerto Vallarta No room at the inn A pricey car rental in Paris Ticked off about lost tickets

Princess should have worked with you to secure a prompt refund for your lost luggage. Instead, by your account, it dragged its feet. (I asked Princess to respond to your complaint, and it didn’t contradict that aspect of your account.)

The company representative also erred when he offered you a free cruise. As a matter of policy, Princess doesn’t offer free cruises as compensation for luggage loss.

How could you have prevented this from happening? In one sense, you couldn’t. Your bags went into the water by accident. But you could have – and should have – bought your own travel insurance, which would have covered your loss. Also, you should consider carrying all valuables with you when you board the ship. Better yet, don’t bring anything valuable on the ship.

And if someone offers you a free cruise, remember to ask for it in writing.

Princess spokeswoman Karen Tetherow acknowledged that the cruise line referred you to Metro Risk Management and confirmed that the company paid you the $500. But she said that amount was “the highest compensation” and could find no record of a free cruise being offered.

In other words, Princess is unwilling to give you anything else for your trouble.

Although Princess is technically correct, I’m disappointed by the outcome of this case. Errors were made by both parties, and to me it seems as if you’re paying more for your mistakes than Princess.

Christopher Elliott is National Geographic Traveler's ombudsman and a nationally syndicated columnist who specializes in solving your travel problems. Got a trip that needs fixing? Send him a note or visit his Web site. Your question may be published in a future story. Want to sound off about a story? Try visiting Elliott's forum.