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Taking a cruise can be a vacation Taking a cruise can be a
vacation of a life time, or a nightmare if things go wrong. It's best to
do some research before you embark, as cruising isn't for everyone. The
misconception that cruises are more economical than a land based
vacation can lead astray even the most savy traveler. There are great
deals to be had out there (and I'll talk more about this later), but the
truth is a Caribbean cruise on Royal Caribbean, NCL or Carnival will
cost you about the same as many all-inclusive resorts in the Caribbean
when you factor in the price of drinks and gratuities, not to mention
shore excursions.
As this article is meant to provide input on how to handle problems that
occur while on a cruise, my number one advice is a preventative measure:
be in control of your reservation and do your own research. Thats not to
say you should book the cruise on your own. Many people do, but the
majority pay more than they have to. A knowledgable travel agent
affiliated with a cruise-only agency is your best bet. However, don't
simply rely on your travel agent to "match you up" with the "right"
cruise, as you many find what's right for your agent, isn't what's
necessarily right for you. I recommend talking to friends, checking out
the cruise line's website and reading both positive and negative ship
reviews. Remember, not everyone who takes a cruise likes their
experience, and complaints range from the petty to the disaster. Go in
with realistic expectations and your outcome is bound to more positive.
Planning:
There are few things you'll need to consider when looking at the price
of your cruise. First determine how much you are willing to spend. If
you are looking to make this an inexpensive vacation, you'll want to
look at inside categories and do some price shopping, as prices vary
from agency to agency. Carnival tends to be somewhat cheaper than NCL or
Royal Caribbean, but with less cost, come less quality. Paying more than
you had to is a real bummer, yet many people do. Princess, Holland
America and Celebrity, to name a few, have competitive prices, and are
only slightly more expensive. If you are budgeting $1200pp for a cruise
(which is what the average pays), you could book an outside cabin on a
Carnival ship, or an inside cabin on Princess or Celebrity. I'd
recommend taking the inside cabin on Princess, as the overall quality of
your cruise will be much higher. However, Carnival often will deeply
discount their cruises, and I have found rates on seven night
itineraries for as little as $350pp in the off season. If you are the
person who paid $1200pp on that same sailing, your expectations might be
somewhat different.
To avoid disappointment, learn a little about the ship before booking
your cruise. Smaller, older ships are less expensive. However, public
areas tend to be more "closed in" and often show wear and tear. Your
choices in where to eat and where to go are also more limited. Don't
expect large atriums or glass elevators. The fact that so many guests
begin their vacations disappointed in the appearance of their ship is
not an understatement. Your travel agent may be recommending to you a
ship he or she has never seen personally.
So what do you do if you encounter problems? First, read the fine print
of your cruise contract and understand that the cruise lines have a
large army of attorneys working for them. Complaint letters regarding
service issues are a dime a dozen, and unfortunately, often solicit
little or no response. The following suggestions are taken from personal
experience and I welcome others to post theirs in the comment section of
this article.
Problems with Service:
As I mentioned earlier, writing a complaint letter after the fact does
little or nothing. Most letters that get tossed are vague and site few
specific details. Your best bet is to contact the Pursers Desk on the
ship immediately or the person in charge of the restaurant staff and
offer a solution to your problem. Document who you dealt with, and if
the problem is not resolved within a reasonable amount of time, speak to
that person's superior and again document the conversation and ask that
they too log it in the "ships record". If the issue continues to be a
problem, and no resolution is in sight - highly unusual - then you
should plan to write a business-like letter, including documentation of
when the problem occurred and how it was addressed and by whom. Because
you included names and specific instances, your letter will get the
attention of staff. After the incident is verified (the reason for
asking ship's staff to formally log your complaint) you may be offered
some type of compensation, such as a discount coupon on your next
cruise. Refunds are unheard of, and if possible, what ever fair
compensation you can negotiate while on the ship will be more to your
advantage(a bottle of wine, ship-board credit, discount on a shore
excursion, etc.)
Problems with the Stateroom:
Many problems can be avoided in advance of booking your cruise if you
ask the right questions. If it is important to you to share a bed with
someone, ask about the beds in your room; can they be moved together?
Nearly all double occupancy cabins, with the exception of suites, come
with two twin beds. On many older vessels, the beds cannot be moved
together. Not all staterooms accommodate third and fourth persons. Often
the problems one experiences here fall back on the travel agent. Once on
the ship, it's nearly impossible to change rooms. The purser's personnel
are instructed to authorize room changes only under the most serious of
circumstances (like when our cabin flooded a few years ago) even when
rooms are available.
Problems with the bathroom, worn furnishings and cleanliness issues are
more prevalent on older ships. If you are uncomfortable with anything,
let your room steward know immediately and give him a chance to rectify
the situation. Make only one other request before you speak to the
Purser's Desk. Suggest a reasonable solution (knowing you will not
likely get a different room) such as ship-board credit, if they are
unable to fix the problem. In most cases, every attempt will be made to
fix the problem, such as a broken toilet. But no amount of work will fix
poor water pressure or a dirty couch. You'll have to live with it, but a
goodwill gesture on behalf of the cruise line, like drink credits, can
make it easier. If you plan to embark on a letter writing campaign,
remember to document every occurance. Please note that if you accept any
form of compensation, you have settled the issue once and for all in the
eyes of the cruise line. Don't accept anything if you plan to fight the
issue later.
Problems with Shore Excursion Staff:
Problems with shore excursions are the hardest to resolve, as most, if
not all, are contracted with local tour operators, and the cruise lines
accept no responsibility for anything that could (and often does) go
wrong. It's in writing, and it's enforced. If you find your tour is
canceled, you are entitled to a refund. All other problems are generally
dismissed, and you have very little recourse. Thats not to say you
shouldn't file a formal complaint with the staff at the shore excursion
desk (so they can look into the problem and possibly change tour
operators). In most cases, they will not have the authority to offer you
any form of compensation, so it may be worth your while to see someone
at the Purser's Desk. But don't get your hopes up, as the cruise lines
distance themselves from the contracted independent tour operators at
the ports of call. Your only hope might come if many other people feel
the same way, and file a joint complaint. But I wouldn't hold your
breath.
Canceled Ports:
There are occasions when ships are unable to call on a port, and spend
the day at sea. If you read the fine print on your cruise document, you
will see that the captain has the authority to change or skip ports.
Often, it is due to weather. However, directives from headquarters for a
variety reasons (unknown to the passengers and even staff) occasionally
happen. Because this affects everyone on the ship, most written
complaints receive letters of apology along with a coupon good for a
discount on a future sailing. Understandably, this becomes an annoying
issue. You can save yourself some frustration by not cruising during
late summer and fall, when the weather in the Caribbean is at its worst.
But generally, there is no consolation large enough, and refunds
(although often demanded) are never issued.
Accidents:
Cruise lines take this issue very seriously, and generally compensate
generously to avoid publicity and lawsuits. If you become injured, and
you are offered compensation while on the ship (such as a partial
refund) you may or may not want to accept it. You will be asked to sign
a document to waive your right to demand further compensation. I'm not a
lawyer, but I would certainly consult with one before accepting or
signing anything. When our cabin flooded, we were promptly moved to
another stateroom, and refunded 50% of the price we paid for the cruise.
As this happened the second night of our seven night cruise, I felt this
was fair, and gladly signed the document. However, I have this hunch
many people probably would not have.
Travel Delays
There is a misconception that if you book your airfare through the
cruise line, the ship will wait for you in the event you experience
delays. The truth is, if enough people booked on a cruise are delayed
due to weather problems (regardless of who booked your airfare) the ship
will wait a few hours before departing. The key is if you find you are
stuck, contact the cruise lines toll-free number in your cruise document
booklet and let them know what is happening. They will give you
instructions, and let you know what can be done. If you miss the boat,
and you had the foresight to buy travel insurance, you are in luck.
Otherwise, you'll have to fly to the next port of call on your own.
Cruise lines get lots of letters from passengers complaining of problems
with airline connections or ground transportation. Check your cruise
documents and airline tickets carefully. One year, NCL had my 70 year
old mother-in-law listed as one of our children. This posed a serious
problem, to say the least. Another time, several family members
traveling with us from the same gateway city were booked on different
flights. All these issues were addressed by the cruise line before our
departure. Both times, I had my travel agent straighten out the problem.
However, one time, we received a routing so far fetched, and our travel
agent seemed unable to help us, that I was forced to contact the cruise
line on my own. I never got the airline schedule changed, but I received
two free hotel nights (a post-cruise package at the Sheraton in Key
Largo) for my trouble.
The difference in the cost of airfare the cruise line offers and what
you or your travel agent can book can be substantial. Although transfers
are included, the price of a shuttle or cab is often less, and easier
than taking a bus to and from the airport and the port. If you fly out
of a city west of the Rockies, included with your airline reservations
are transfers and one nights accommodation prior to your departure.
Depending on where you stay, you can book a hotel for one night in Miami
that includes free transportation to and from the airport and the Port
of Miami for under $70.
If you encounter problems along the way, your best bet will be to write
to the cruise line and include what you feel will resolve the issue once
and for all. Because most letters are vague, the cruise line will do no
more than send a letter of apology.
Conclusion:
I consult for these cruise lines, and have had my share of problems. I
have come to realize that sometimes things just don't go the way you
wish they would. That includes vacations too. Before filing a formal
complaint, take a look at the big picture; who your complaint will
affect and whether or not you will be satisfied with the outcome. Is
demanding a refund reasonable? Don't sweat the "little things." Bad
things happen sometimes. I strongly believe that I have a right to
expect a certain level of service and accommodation when I take a
cruise. Remember what I said about you get what you pay for. If serious
issues come up, I won't hesitate to make my concerns known. On the other
hand, I don't feel the need to make a big issue about every minor
inconvenience.
As you read cruise reviews, you'll find many people who had a fun time;
you'll also find just as many who did not. Make note of what people
found upsetting and ask yourself the question, would you find something
like that upsetting to you well. If the answer is yes, don't take that
cruise!
If you are one of many people who encountered problems on a previous
cruise, take heart. If you feel you have a valid complaint, keep
writing. It takes about 90 days on average to solicit a formal response.
If, after several months, you continue to get no where, I recommend
doing a bit of research by calling the cruise line's corporate offices
and directing your future letters to management that can do more than
offer a sympathetic ear. Customer service is limited in what they can
do. However, more serious issues are generally directed to management
staff who have the authority to issue refunds and offer a settlement.
Taking a cruise can be a vacation
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