Johngold
Moderator
Contributor Level: Captain

I've got a question

I am curious to know how members in this forum have registered complaints or concerns to cruise lines, and if they have, how was the situation resolved. The reason I'm asking is on my cruises I have complained on board and after getting home, and after discussions have had all my concerns resolved. I had a real bad episode on the Dawn with NCL and have received a very satisfactory resolution. I E-mailed the president of NCL to compliment the employee who takes care of my needs on board, and have even received a phone call to me from one on the executives.

Maybe we should start a forum regarding the methods to resolve any issues that cruisers run into.

Any ideas or resolutions?

Tags: Complaints and compliments

7 Answers

BAK1061
Contributor Level: Captain

On the rare occasion we have an issue on NCL, it has ALWAYS been handled on board. It is always resolved quickly. We also fill out the compliment cards and turn them in ASAP.  You have to ask for them at the desk.  I have never had to call from home to discuss an issue with NCL

 

Royal Caribbean gave no satisfaction or resolution, but that was 10 years ago.  Complaints on board and calls from home were pretty much ignored.  Like it was part of their everyday operations.

 

Carnival, a fruit basket that was pre ordered had some spoiled fruit, and that was resolved immediately. Very much to our satisfaction.

JusMe
Moderator
Contributor Level: Captain

On NCL we complained on board and nothing was done.  They had changed the cabin type we were supposed to have and said "We are fully booked, sorry"  I called my travel agent and was told "this is why we do not like to book clients on NCL"  Other times NCL gave us dinners in the premium restaurants for bad service in the MDR.  

 

On Princes I complained of the head waiter being rude,  he did apologize the next time I went to the MDR but that was all.  

BAK1061
Contributor Level: Captain

Any TA that gives an answer like, " that's why we don't like to book clients with them "  is saying that to appease you.  TAs book anything with anyone. That's their job.   Did your TA offer up any kind of refund ?  How come your TA wasn't aware of the cabin change ?   Maybe your TA booked you in the wrong category and tried to blame NCL.     We have a great TA, and at most they'll say is a certain line might be having issues at the current time, or, because they know us, say, " listen, they've dropped a bit in satisfaction, I can get you a better deal on XYZ line "

 

change your TA

Johngold
Moderator
Contributor Level: Captain

I agree with BAK.... The travel consultants that I have dealt with have been great, so much so that I'm considering doing that same style of work when I semi-retire. I have pointed out before that on my first cruise, our agent, who knows us and our family personally, explained everything to us in detail. The informant included, how much pictures cost ( we dropped a bundle on that part)  Quality of jewellery and cost of same on a cruise ( another Ka-Ching) But fun. Shore excursions and the big One---BOOZE.

Since the first cruise, with one really minor exception ( and that was my fault) agents for both the cruise lines and the TA have been very helpful. Sites like this are great for information as well, as are other sites out there...some supportive of the industry---some very very critical of cruise lines... but all information helps.

JusMe
Moderator
Contributor Level: Captain

the TA was not informed of the change, he even double checked it with NCL before the trip. He advised that they do not like booking on NCL because of issues . But I wanted to try NCL. The TA has known my family for over 20 years and knows the industry. What can I say.... Live and learn.

 

After 2 bad cruises on NCL not sure I will try them a again.  Both bad trips were on the Star, the Pearl was a nice trip but they are still the bottom of the list for me.

BAK1061
Contributor Level: Captain

That's why we have choices.

glomarrone
Contributor Level: Admiral

We had a problem about  a gift card promotion on our Carnival credit card for Carnival cruise lines.  When we called because we had a problem processing our acceptance they told us that there was a limited number offered but made no mention  of any limit.  They wanted to charge our credit card but we wouldn't know until after the promotion if we got the discount.  They eventually told us that we didn't qualify.  When we complained, they offered us a bottle of champagne on our next cruise.  We remembered and took advantage of their offer.  We were satisfied with the gift but were annoyed at the whole issue surrounding the promotion.    At least they listened.. 

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