Regent Explorer-Denied boarding

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Jul 10, 2019
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#1
My wife and I flew to CapeTown in January for a trip ending in Rio. Upon boarding the ship they questioned our documents. We had new passports so brought the face pages of our old passports as valid visas for Brazil were in old passports. As visas are tied to passport numbers, we assumed they had an easy validation.
We were denied passage and escorted off the ship with a business card for a travel agent who could get us flights home and told we could contact the local consulate the next d about getting visas and then booking a flight to join the ship at the last Africa port. We were not told about the 4 day e-visa process nor offered any further assistance.
They had two weeks to board us and help us arrange e-visas for our new passports before needing to disembark in Rio but did not offer any help.
We were traveling with friends who said that they had conversations with ship's officers onboard who indicated that they perhaps could have done more. We arranged our flights home and left a couple days later. My wife passed away in late May so this was our last trip together. GBovis
 
Jul 13, 2016
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#2
Firstly, I am sorry about your wife's passing and that you missed out on that last cruise together.

Concerning the entry visas, it is the passengers responsibility to make sure they have valid visas. I think you should have checked to make sure your old visas in the old passports were valid. It sounds like they were not. From a cursory google search, it looks like you needed to bring (at the very least), the entire old passport, not just the face pages.

You says that the ship had two weeks to help you get new visas. I can see no ship that would allow you to board under these circumstances. They would be severely fined for transporting you to Brazil without valid visas. It is not uncommon for a previous-visa holder to be denied a new visa, so then what? The cruise line is on the hook for transporting you illegally.

Your assumptions about Brazilian visas is the cause for the denied boarding. All of this could have been sorted out had you done your due diligence.
 
Jul 10, 2019
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#4
I do not wish to extend discussion but your tone requires more facts: 1 original visas were within their 10 year duration ; 2. Old passport was not available;3 New evisas would have been issued to new passports:4 Evisas would have been available before last stop pre Brazil. We favor customer centric cruise lines because they are. With nearly 100 trips from early 60s... GBovis
 
Sep 19, 2015
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#5
This is just so sad and I am sorry that your wife passed away.

Was this an old fashioned visa or an evisa?

Usually when one has a multi year valid old fashioned visa for a country one does not have to get a new visa when there is a new passport.

What I see as going wrong is that:

"brought the face pages of our old passports as valid visas for Brazil were in old passports"

Does that mean you cut out the pages for the expired passports? If that is the case it was not valid -- bringing the entire cancelled passport book itself should work:

IF MY PASSPORT EXPIRES AND MY VISA TO BRAZIL IS STILL VALID, WHAT SHOULD I DO?When you travel to Brazil, you will have to take bothpassports with you: the new one as a valid travel document, and the old one with the valid visa.You don’t need to apply for a new visa if the one inyour expired passport is still valid.

https://sistemas.mre.gov.br/kitweb/datafiles/Miami/en-us/file/FAQ Visas.pdf

It is not just the passport number they need to see the entire visa page --

For the evisa -- they only lasted two years and were valid only with the passport.
 
Sep 19, 2015
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I do not wish to extend discussion but your tone requires more facts: 1 original visas were within their 10 year duration ; 2. Old passport was not available;3 New evisas would have been issued to new passports:4 Evisas would have been available before last stop pre Brazil. We favor customer centric cruise lines because they are. With nearly 100 trips from early 60s... GBovis
Did your trip start on the weekend? If so one has to has to remember that the next business days is when the processing starts -- and also that it may be as little as four days, or could be more, especially after holiday period. It could have been more -- and it had to be done on line, with photos submitted.

Did you have a travel agent helping?

One thing to remember -- you are leaving from South Africa -- that is a country whose citizens have different visa requirements to travel. South Africans did not need a visa to visit Brazil so they are likely unaware of the evisa. And the crew of the ship often have passports from other countries -- so they may not know what citizens from other countries can get.

In early January 2019 people were reporting wait times up to 7 days, and longer for some as the photos were rejected and there were very specific requirements for photos.

Is there a reason you did not try to find a visa service in Cape Town to try and expedite?
 
Mar 18, 2019
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#7
Also, I don't know about Brazil, but most countries will NOT issue you a new visa If your old visa is still valid. That means that if you did not bring your entire old passport with you, then you both did not have valid travel documents and would have been denied upon applying for a new visa.
 
Feb 3, 2017
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#8
Mr. Bovis does say that the old passport "2. Old passport was not available"

He didn't say why it wasn't available.

Such a shame to have a misunderstanding about such a significant event.

I am so sorry for your loss Mr. Bovis.
 
Feb 3, 2019
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#9
if you did not bring your entire old passport with you, then you both ... would have been denied upon applying for a new visa.
It's possible Brazilian authorities still would have been able to invalidate the existing visas automatically upon receiving the e-visa applications...

They had two weeks to board us and help us arrange e-visas for our new passports before needing to disembark in Rio but did not offer any help.
...which of course doesn't change the fact that Mr. Bovis and his wife attempted to board the ship without presenting proper valid documentation for entry to Brazil.

Unfortunately, it is never the carrier's responsibility to help passengers arrange such documentation while already in transit. It is always the sole responsibility of the traveler to do so before initiating travel.
 
Likes: Neil Maley

jsn55

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#10
My heart-felt sympathy. This is a truly terrible story and I'm glad you posted it so others can be helped. Official documentation is the responsibility of the traveller, everywhere, every time. I'm so, so sorry that you were not able to take that last cruise together. I wish there was something we could do.
 
Sep 19, 2015
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#11
"Evisas would have been available before last stop pre Brazil. " Last stop pre Brazil is Jamestown, St. Helena -- the are flights from JNB only once a week and likely very booked up in January post holidays --- maybe the visas would have made it in time before the ship left Namibia but maybe not -- after St Helena the next stop was Rio.

St. Helena is very remote -- which is why Napoleon was sent there.....

This is a very sad situation.
 
Apr 9, 2019
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#12
Maybe a different type of Visa, but when we went to Australia about 3 years ago for a cruise, we had valid new eVisas for Australia and the cruise line stated they would take care of Visas for Bali. However, we did not realize my husband's passport was 5 days short of 6 months required for entering Bali, and he was removed from the ship before we left Sydney and required to get a new passport before rejoining the ship in Brisbane...all of course at our expense. When he reboarded the ship, the AU customs and immigration officer who reviewed his documents once aboard, not anyone on the ship this time, told him that, by the way, he would need a new Australian Visa to go with the new passport number, in order to re-enter Australia from Bali! Another thing we never would have thought about. Had he not told us, we would probably have been stranded in Bali( not so bad) while the ship sailed off without at least one of us....again. There's more to the Passport issue for Bali than that, but that's another story.
 
Nov 21, 2014
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#13
Based on the OP last post “I do not wish to extend discussion” see post 4 @George Bovis is apparently no longer interested in learning why this happened to him.
Very sad situation, but not bringing the Old Passports with their 10 yr Visa is why Regent was forced to Deny Boarding. This would have happened on any cruise line. They can not risk the fines for carrying a passenger without valid a visa or Assume they can get a valid visa in a timely manner. It’s to bad the OP didn’t reach out to Regent in the weeks prior to boarding.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
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www.promalvacations.com
#17
Based on the OP last post “I do not wish to extend discussion” see post 4 @George Bovis is apparently no longer interested in learning why this happened to him.
Very sad situation, but not bringing the Old Passports with their 10 yr Visa is why Regent was forced to Deny Boarding. This would have happened on any cruise line. They can not risk the fines for carrying a passenger without valid a visa or Assume they can get a valid visa in a timely manner. It’s to bad the OP didn’t reach out to Regent in the weeks prior to boarding.
He is still checking this thread but he just may not be interested in responding.