Jump to content

cruiseej

Members
  • Posts

    2,010
  • Joined

About Me

  • Location
    Philadelphia, PA

Recent Profile Visitors

The recent visitors block is disabled and is not being shown to other users.

  1. I was merely noting that Barbara Muckermann stated they'd issue a full statement once they completed their internal investigations, and they didn't. That's the only thing I think we have a reasonable right to expect -- what they promised they'd provide. I have no idea what information or systems were or were not compromised. There were several short snippets of information on Facebook, but no statement once they took care of getting everything back up and running. As customers, we don't need to, or have a right to, information about their workplace, their systems, or who did what right or wrong. But the company should be transparent to its customers whose data they store. For instance, if absolutely no data was compromised, why did they force everyone to create new passwords? If login data was not compromised, that would be an unnecessary step. I'm happy for them and for us if no data for passengers, crew, or suppliers was compromised, but being completely shut down for more than a week, and for many systems, for two weeks, is certainly an extraordinary event, and it's surprising to me that they didn't follow through to clear the air and lay the incident to rest. As for this being an inappropriate thing to discuss on Cruise Critic, I'd disagree. People discuss every aspect of cruising life and Silversea operations on this community forum, from what brand of soap they're using to which champagne they're serving to the rotation of senior officers on various ships to whether polo shirts do or do not meet the standards fora collared shirt, and so much more. 😉 I don't see why talking about the company's severe systems outage, and what explanations they offered (or not) to their customers should be out of bounds for discussion here. I'm not expecting a response from the company; they don't post here and I don't think they read much or at all here. I'm not going to write to the CEO of the company, who surely has more pressing matters in these times than to write back to an individual customer. But I didn't think there was any problem offering an opinion among this community that discusses everything Silversea that I was disappointed by the company's PR handling of this incident.
  2. The other option is buying a travel insurance policy which lets you "cancel for any reason". Of course, that costs you more, but the cost may be worth it for the peace of mind.
  3. Silversea executives like Barbara Muckermann promised a full statement after they completed their investigation. Silversea then never made such a statement/explanation to customers or shareholders. A sentence in a Facebook post in group only a small percentage of customers will ever see does not qualify as a full explanation. It's disappointing to see that they decided to bury this and hope everyone would forget rather than being transparent and explaining what happened, what they did, and whether/why no customer data was compromised.
  4. I actually think it's the other way around, although SS won't admit it. If you look at the timeline of events, it seems clear that Silversea wasn't entirely honest in how they portrayed what happened. First they decided to cancel the Expedition World Cruise, because there was just too much of the itinerary from the South Pacific to Australia to southeast Asia that they weren't able to count on doing due to COVID restrictions. So that left them with the Cloud in South America with no passengers and no place to go for six months until the World Cruise was to have ended in July. Meanwhile, the Wind was likely only slightly behind schedule. Remember that SS had made a big public relations splash in early September announcing the agreement with the government of Chile to sail the Wind, Cloud and Explorer for the Antarctica season from Chile. They wouldn't have made that announcement in early September about sailing the Wind if the Wind was months behind schedule. Instead, they were likely expecting the Wind would be ready on or close to schedule. When the schedule slipped a little, they were going to have to cancel the first one or two Wind cruises -- but not the whole season. But instead of starting the Wind cruises in December, and having the Cloud sitting idle starting in late January, they decided to cancel the Wind's entire season and moved the Wind's cruises from late January through July to the empty Cloud. The people who got squeezed out in this shuffle were those who were booked on the Wind on the several cruises from November into January. We were booked on the holiday sailing of the Wind, and I believe the ship would have been available to sail that and later cruises, but Silversea made a business decision to not operate the Wind.
  5. I'm sure preparing a new ship to enter service is a daunting task... well actually a daunting project of thousands of tasks. But I'm a little surprised they have the initial crew members onboard in late October with a first cruise not scheduled until mid-March (if we believe there will be a trans-Atlantic kick-off voyage) or early April. That's almost 5 months, or more, to bring the ship to life. (There's only so many times one can practice making a bed, or cooking a dish!) If people are aboard so far before the first sailings, then if they stay aboard for the first few months of cruises, that makes for a really long contract and time away from home. I hope crew members get to spend a few nights out of their crew quarters and staying in really nice passenger suites to break them in!
  6. @Sarahjane001 Well that would be good news! Please post back if you get further clarification form Seabourn.
  7. Gee, I hope it works. 😉 But seriously: three power systems is more complex than one to run and maintain. And it requires supplies of liquid hydrogen or compressed hydrogen ( I don't think they identified which type they were using) to power the fuel cells, plus liquid natural gas for the engines, which ups the game for ports where such a ship can refuel. This isn't entirely new technology, but new designs using technologies in new ways can have growing pains. (Remember Boeing's problems with batteries overheating and in one case catching fire in its early 787 Dreamliner planes, before design changes resolved the issues?) Long-term, this sounds like a good development and direction to reduce pollution from cruise ships, but there are sometimes growing pains.
  8. Sorry, did I miss something? Where did 6 months come into this discussion? I would agree, and I think everyone would agree, that 6 months is way too long for a refund. But even at the start of the pandemic when the cruise lines were in full scramble mode, it wasn't taking 6 months. You wrote above: "If they issue a charge your credit card in a day our so—they can give a credit in the same amount of time." That was the statement I was disagreeing with. Expecting them to process refunds in "a day or so" isn't generally realistic, for the reasons I stated above. But within 3-5 weeks is a timeframe I think is reasonable, and from most reports, it seems they generally fall in to that range.
  9. No, I think that's an incorrect assertion. Refunds are much more complicated. Not the specific issuance of a credit to a credit card account, but the calculations and checks of all the factors involved. Some cruise bookings may have one or more future cruise credits, one or more future cruise deposits, multiple partial payments on multiple credit cards, airline tickets, land hotel reservations, and more -- and this all has to be backed out precisely where it came from in order to refund the correct cash to the correct place. There are probably multiple levels of checks to make sure each refund component is correctly calculated, and all credits are properly reversed. While some bookings might be quite simple, others are not, and they probably all go through the same procedure for them to assure accuracy. This is not rocket science, and it shouldn't take months, but it is more complicated than just clicking a button to refund a payment. Also consider that when they cancel all the cruises for a ship for 4-6 months, they are generating thousands of cancellations at a time; in the past, they probably processed only a few dozen cancellations per week.
  10. We're booked on a cruise at the end of February which stops in St. Barths, and ours also lists no excursions at this point. If you can't leave the ship on your own, and there are no ship excursions, then what's the point of labeling it as a day in St. Baths? It's a nothing more than a sea day. I am hoping that excursions will be forthcoming as we get closer to the cruise date, but yours is two months sooner than ours, so that concerns me that you still have noting listed. I will say that we were on a Caribbean cruise on the Odyssey last month, and there was constant juggling of excursions -- some canceled, some added -- up until shortly before the cruise. I realize Seabourn has a tough job navigating the protocols of all the countries and their ever-changing requirements, and unfortunately such uncertainty is a fact-of-life with cruising at this time. If independent travel in ports is very important to you, and/or specific ports are important to you, you might be better off canceling than ending up disappointed. (In the months leading up to our recent cruise, one island was canceled and then another was substituted, and we were fine with that exchange; other cruises lost a port and had a sea day substituted.) The only thing that can be said with certainty is what the rules are today; tomorrow, next week, next month, and next year are all subject to change beyond the cruise line's ability to control.
  11. Thus the reason to check with Seabourn before booking air. 😉 I'd also say if there isn't a convincing, solid answer available from Seabourn, this would be a good reason for booking air through Seabourn -- even if slightly more expensive than booking on your own. If you book with them and they change the port of disembarkation and can't get you to your flight on time, they're on the hook to rebook you on alternative flights.
  12. Paperwork? We didn't receive any. Everything is digital now. you can print a boarding pass page, but it doesn't seem to be necessary. You can print your luggage tags, but you can also get them pierside. This started because of COVID, but I suspect this might be a permanent change. Paper airline tickets used to be a big deal, but no one expects them nowadays; I think "cruise documents" will similarly fade away. Not worth being disappointed about, in my opinion.
  13. The 7-day Caribbean cruises typically have one formal night, and it is usually the second night, paired with the Captain's Welcome reception.
  14. If they are using the industrial port of Marghera on the mainland, or the nearby Fusina port (normally used for ferries) , then you will likely still go to the Marittima cruise terminal to check in, and then be bused over to the ship. Several Silversea cruises this fall have sailed from Fusina in this way. But with all the juggling of cruise ships due to limited docks in the industrial port, there are likely to be multiple possibilities over the next year, and different cruises may operate out of different locations, so I strongly suggest reaching out to Seabourn for definitive information. And they may not even have a final answer yet, as all the cruise lines have been jockeying for berths, and I don't know if the dust has yet settled for the 2022 season.
  15. I think that's a mischaracterization. These are not "tech excursions", and they are led by the same "old fashioned human guides" as before. 😉 But there are places where it's hard to keep everyone in a group close enough together to hear a guide, whether it's in a museum or a busy city street. Listening technology, which has been around for many years, allows people to hear clearly without a guide needing to talk very loudly; it allows people to lag a little behind to snap a picture or to climb a set of stairs without missing what the guide is saying. In some places, and with some small tour groups, there's no need for a listening device. But the current generation of Vox devices are light and work well; we last used them on a Crystal river cruise a few years ago, and fund they worked quite well. This new system on SS allows you to use your own device and your own headphones, instead of theirs -- eliminating the need to hand in and clean devices. As noted above, for anyone without a smart phone, the ship can provide a substitute.
×
×
  • Create New...