Security at Sea
I recently completed a California Coastal cruise aboard the Sapphire Princess. This enjoyable vacation is a prime example of why I like to cruise with Princess and why I am a repeat customer. However, I experienced a hiccup during the trip. I’m writing not to vent or to cause trouble, but because I genuinely appreciate the company and see an opportunity for them to provide even better service to their customers.
The Incident
I like to be prepared and commonly carry a small set of tools with me, so I searched the Princess web site for restrictions. I wasn’t able to find any so I decided to bring everything including a small pocket knife. It went through the metal detectors and onto the ship. At every port I took it ashore, and it came through the x-ray machines without a problem. Later, it was flagged by a third party providing security at the San Diego port, and brought to the Princess security staff who confiscated the knife. I was told the knife was taken because it has a locking mechanism.
I understand that shipboard security is important, and that some dangerous items should indeed be controlled. Nonetheless, I have some concerns with how this was handled.
A Flawed Security Policy
Opaque
First of all, my knife was confiscated even though there was no mention of such prohibitions anywhere on the Princess site, including the Passage Contract, the What to Pack page, or even the comprehensive Cruise Answer Book. As of this post, there is still no mention of such issues on the site. This represents an opportunity for better communication and customer service.
Inconsistent
Second, whatever rules that Princess does have are not enforced consistently. This knife was scanned and allowed by Princess security staff as I boarded the ship initially in Los Angeles, and also in Santa Barbara and San Francisco. It also went without issues on previous Princess cruises. It wasn’t until it was flagged by a third party company that it suddenly became a problem. Inconsistencies often betray a lack of direction and training, and can miss malicious activities while inconveniencing loyal customers like myself.
Theatrical
Most critically, the prohibition of pocket knives does little to increase shipboard security. In fact, it brings to mind the security theater tactics employed by the TSA but criticized by security experts and hated by the public. The steak knives at the onboard Sabatini’s restaurant are at least as long as my knife, and anyone could use one as a weapon if they chose to.
Suggestions to Princess
Please revise your security policies to address actual risks. Some restrictions are to be expected, but a simple guideline such as maximum blade length would suffice. Don’t prohibit simple tools and everyday items when a malicious individual wouldn’t need them anyway to cause trouble. Publish these revised policies so that your customers can find them. We want to follow the rules, but we need to know what they are.
Lastly, train your staff to enforce these policies consistently and fairly. This includes letting passengers keep items that are incorrectly flagged by third parties who you do not train. The excuse given to me regarding the lock was almost certainly made up on the spot. It showed that the employee needed some excuse to take the knife because his training did not prepare him with a valid reason.
I know that Princess confiscated the knife because it values safety and security, and I appreciate the care regarding their ships and their passengers. That said, responsible individuals should have the right to use everyday tools, and any rules prohibiting such tools should be easily found and consistently applied.