Beautiful ship, GREAT ports, GREAT activities in ports, mediocre customer service.
Island Princess Cruise Review to Alaska - Gulf of Alaska
Review summaryPorts of Call: The ports were well chosen with numerous excursions available. My wife and I along with our friends, the McGinnis’, took advantage of several excursions, including the train ride in Skagway, the 5-glacier float-plane excursions in Juneau, and the Totems & Eagles boat sightseeing in Ketchikan. Each of these was superbly organized by the onboard excursions desk. Each exceeded our expectations. Customer Service: It was the shipboard customer service that came up substantially short. Most ship employees seemed to have a minimalist effort work ethic, with most of them unwilling or incapable of solving the smallest of problems. Their attitudes were not something I would expect even at a Hampton Inn (Hilton property), much less a 1st rate cruising company like Princess Cruises. Everyone in our party (4 adults) remarked that it appeared as though an employee morale problem existed… or perhaps the employees really were not capable or authorized to solve even the smallest of customers’ problems. I am not a stranger to complex systems and complex organizations. I full-well understand the complexities of managing customer service and the myriad of logistics challenges on a ship. What I don’t understand is why the majority of onboard employees were unwilling to go 1-inch out of their way to assist in little problems. Please understand that there was NO ONE large problem on this cruise… just a never-ending series of little problems… little problems that on one was empowered to solve without someone else’s authorization
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Great cruise for the money... just don't expect customer service excellence.