Howe Do You Handle an Unsatisfactory Response To A Problem That You Have On Board?

Once we did not receive a perk that we were supposed to get.  We spoke to the Front Desk & they told us that it was too late to fix the problem even though it was their error.  I persisted saying that it was their error not mine and what were they going to do about it even at this late date.  They finally came up with something that I accepted .  It took perseverance and several phone calls but I refused to accept that they couldn't rectify their mistake.  .How do handle such issues?   

Tags: Customer service Resolving problem on board Front Desk mistakes

13 Answers

I speak only to a supervisor or manager who has the authority to do anything ...I make them confirm everything in writing via email and I persist till it's resolved to my satisfaction.  I have had excellent results with Princess regarding any issue that has ever arisen.

I have only had 2 issues. One with Princess and a back to back trip issue. It was my fault for not asking for clarification. The other issue was on NCL and a terrible Pay for dinner. That was resolved with a hand written letter to NCLs President.

I've never had problems getting issues resolved once identified - except with the Crown Princess to Alaska - and a stinky, mildew smell from the bathroom - which they couldn't fix. The ship was overdue for refitting - still is.

I do basically the same, but have not made them confirm in an email. Has worked so far but occasionally you must be a pest. Fortunately, we have had very few troubles.

I keep climbing the ladder until something gets done.   If the person I'm not happy with will not move me up to a manager I find one on my own and escalate the issue.  

If it wasn't something that I paid for and didn't get it, I'll drop it and go on about my way and I get home, I'm posting as many negative reviews I can. 

 

 

Not really. Not going to worry about. 

I guess we've been really fortunate to have had no problems at all. If we did experience on, it would depend on how serious an issue it is, how I would deal with it, but speaking nicely to management would likely work best.

Every time I have had a problem, it has been satisfactorily taken care of by the customer service representative at the desk.

That said, if it should not be solved, I would progress with the CS Manager, then the Hotel Manager, finally taking it to Corporate. If it still was not resolved, (unlikely to occur, in my opinion) I would post a nasty message hereBig Smile.

Never had anything that wasn't handled to our satisfaction.

I agree.  It is important to speak to someone who has authority to do something about the issue. 

 

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