This is how to do Customer Relations

Just saw this article dated 12/2.  It describes an incident on the Grand Princess and how PCL is handling the fall out.  My guess is that they may actually gain a few customers from the manner in which they handled this situation.

http://cruisefever.net/1202-princess-offering-full-refund-to-passengers-on-grand-princess/

Thoughts?

Tags: Princess Cruises

10 Answers

That is certainly the way to look after passengers. If Princess Cruises did Freestyle Cruising same as NCL, we could be interested. We would never cruise with any outfit that had you dressing up in penguin suits

Hmmmm, I just got off a 28 day day cruise on PCL and never once did anyone demand that my husband get dressed up in a penguin suit.  Might want to check on this before you completely write them off.

 

Which cruise lines then advise what to wear in the evenings.? There are plenty of adverts on TV at the moment with the guys in penquin suits and the ladies in ball gowns, just for going for their evening meal. If you have a list of which do Freestyle only, it would be welcomed

Monique and I were looking to take the Grand to Hawaii out of Vancouver in the future. The gesture was, shall we say, Grand. While discussing the event last night, we agreed if we were on board right now we would cruise back to San Fran and with the refund book another cruise. The visual of this speaks quite loudly against those who have concerns about the safety of the vessels out there.

 

Oh, if it were only that easy as to have a list!  I wish. If you (or anyone) find one please post it.  Though dress code wasn't what I was getting at with the customer service topic, I'll give this a go... 

Generally speaking, cruise lines offer a "suggested" attire for each evening of the cruise. While we make an effort to dress nicely on "formal" nights, we do not get decked out in gowns and tuxes, nor are those required.  The dress code is suggested and provides a few options for consideration. It is unreasonable to demand that of the average passenger. In addition, in some cases it is downright cruel. Forcing my husband (who is disabled) to get into a formal suit would be inhumane. On the other end of the attire spectrum, we do not agree that beachwear is appropriate in the MDR either. That is not what "freestyle" means to us.

I recently saw where Celebrity is moving away from "formal" night to something referred to as "chic".  Heaven only knows what a ruckus that is going to create when it goes into effect.

Flexibility in dining times seems to be more common nowadays. Most have a "anytime" dining and fixed times options.

 

Very generous on the Grand Princess' part.

I can't believe that 380 got off the Grand in Honolulu and flew home. Why do they even bother cruising? The ship is underway now at 17 knots which is pretty good with limited propulsion on the starboard screw, and all shipboard services are at 100%.  I notice that those in suites didn't hop on the first flight back home though, as there were plenty on board in line for their cabins, no vacancies. Here is my post on the pertinent Princess thread" 

"Shucks, we can't take advantage of this deal cause we ain't on the ship now"

"If we were on the Grand right now there would be no question, we would stay on it to San Fran. No flying home for us, we love voyaging and we really love sea days. Somebody posted that Princess should concentrate on maintenance and not future bookings. Wow, so how is the corporation to maintain economic headway if they quit booking guests? Sounds like committing management hari-kari to me, glad they aren't on the company's board.

Anyway, counting our next cruise we will have sailed Princess 100 days in just a little over one year and 225 days overall, great voyages so far. On the average Princess has less mechanical foul ups and delays than the other majors. I attribute this to them staying away from pod propulsion until more of the bugs have been worked out of those relatively new systems. During our, going on 600, days of sailing the only times we have really had major propulsion problems was when we were on ships with pods, but we only cruise on Regent, HAL and Princess.
I agree with the posters who salivate at the settlement package Princess is offering, basically one free cruise, this one, then another of similar duration for 50% off."

As far as formal nights go, if a line should get rid of those, they just got rid of us.

http://cruiseline.com/forum/post/are-formal-nights-disappearing-on-cruises?page=2&per_page=10

That is handling the issue first class.   Way to go Princess.  The only reason I would see to get off the ship is if they fear further problems would leave stranded at sea.   If Princess thought any more trouble would happen they would have insisted all people fly home from the islands.

 

Celebrity is doing away with formal nights so slacks and a button up shirt will be fine.  Carnival does not have formal night,  they call it "Cruise Fancy"  I went in Dockers, long sleeve shirt and a tie and it was fine.   On the 4 night cruise I wear nice jeans and a dressy shirt on "Cruise fancy"  nights.

 

No cruise ships other then maybe Cunard and HAL will insist that you wear a tux or suite on formal night.   You always have the option of eating at the buffet on formal night.  

 

"Free Style" by NCL was the big thing of not having assigned seating time and table when all other lines only offered assigned seating in MDR.   All cruise lines now offer "Anytime Dining" or assigned seating so you can travel on all major lines now and eat when you want.   

More than generous on the part of Princess.

While I agree that missing the majority of the scheduled ports could have disrupted some of the passengers, Princess would have been well within her rights as per the contract to not have provided any refund.

IMHO, Princess really hit a home run on this one.

Did thought that Princess handled this well.  I would have stayed on the ship since I have been to Hawaii many times.  How disappointing this was for everyone!

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