Holiday Troubles

[EscapeFromConnecticut]

[quote name='Cruise News Daily'][font=Verdana][size=2][font=Courier New][font=Courier New][size=2]Given when the incident happened, I think Carnival handled it just about as well as they could have.

Alan Wilson
Cruise News Daily
[/size][/font][/font][/size][/font][/QUOTE][color=purple][b]That's one viewpoint, I suppose.[/b][/color]

[color=purple][b]Here's another: "Customer service" is about serving customers. Carnival failed that test. Badly.[/b][/color]

[color=purple][b]Too many businesses treat "customer service" as just a couple of words to jazz up a marketing campaign, or an empty phrase to toss in an ad brochure. [/b][/color]

[color=purple][b]But "customer service" is an attitude and a philosophy, one that exists from janitor up to CEO. It says "We take care of the people who buy our products."[/b][/color]

[color=purple][b]In the midst of a crisis, "customer service" means action -- sometimes extraordinary and expensive. That's what distinguishes great companies. In times of trouble, they don't manufacture excuses, dodge questions, deny mistakes or cut corners. They put aside corporate convenience.[/b][/color]

[color=purple][b]So far in the Holiday fiasco, Carnival has shown exactly none of that commitment.[/b][/color]

[color=purple][b]Let's examine the post above ....[/b][/color]

[quote name='Cruise News Daily'][font=Verdana][size=2][font=Courier New][font=Courier New][size=2]Sharon, I think you are giving Carnival a lot more credit than they deserve for being organized and able to deal quickly with things involving hundreds of people.[/quote][color=purple][b]Why should that be so hard for the biggest cruise company in the world? [/b][/color]
[color=purple][b]Carnival and its subsidiaries own more than 75 ships. Yes, 75. The company's net income last year was $1.8 billion ... yes, billion.[/b][/color]
[color=purple][b]So "Being organized and able to deal quickly with things involving hundreds of people" has got to be a no-brainer for them. Right? [/b][/color]

[quote]The situation was unfolding all day long, and there wasn't time for advance communication.
About the time you were having breakfast that morning was when Carnival in Miami was first getting word of the propulsion problem ... That's when they had to look at the options and begin the process of deciding what to do about the sailing. It wouldn't have been until late morning that they could have made a decision and then start the machinery to actually implement it.[/quote][b][color=purple]Executives are paid to plan for contingencies. They think through what could go wrong with their business, and they put backup plans in place.[/color][/b]

[b][color=purple]When we move above the level of Cap'n Joe's PartyBoat, any ship-owning business needs contingency plans for breakdowns. Managers, supervisors and employees need to be ready to move fast when that time comes.[/color][/b]

[b][color=purple]And of all cruise companies, Carnival would have the least excuse here. It has way too much experience with ship breakdowns, malfunctions and worse. By now, it should be able to write the textbook on how to cope with mishaps.[/color][/b]

[color=purple][b](Also, do we know that Carnival only learned of the Holiday breakdown that morning? The same ship had a propulsion problem and sustained propellor damage in November, according to Cruise Critic News. The story ends saying "The dent was painted over and divers worked to smooth out the propeller blades." ... It will be interesting to see if that was sufficient repair)[/b][/color]
[url="http://www.cruisecritic.com/news/news.cfm?ID=1211"][color=#ff0033]http://www.cruisecritic.com/news/news.cfm?ID=1211[/color][/url]


[quote]The only thing I see Carnival could have done differently is to have put the option of a refund on the sheet of paper you were handed. On the other hand, I can't see any business in America dealing with a complaining customer by offering a refund at the very outset of the "conversation."[/quote] [b][color=purple]I've searched that statement repeatedly for ANY sign of genuine customer service. Or ANY spirit of concern and fairness toward the fare-paying passengers who were going to suffer because of Carnival's mechanical failure. [/color][/b]
[b][color=purple]No luck so far.[/color][/b]

[quote]I don't see having someone stop people as they entered the parking lot as being a realistic option. Everyone would have questions. Then everyone is going to have to make a decision right then and there, "Do I go in the parking lot or not?" I think that would create a massive traffic tie-up and they still would have cars trying to get in at sailing time. [/quote] [color=purple][b]The Mobile newspaper reported that the port was willing to waive parking fees for people who left. [/b]
[/color]
[color=purple][b]But even if not, Carnival could have solved that by covering everyone's parking fees right up front. An easy gesture to help inconvenienced customers. Stationing a half-dozen people at the garage entryways to hand out complete, accurate fliers would seem completely reasonable.[/b][/color]

[color=purple][b]If people stopped for questions, the staff could (VERY politely) reply that managers inside the terminal had more information.[/b][/color]

[color=purple][b]So a traffic jam wasn't necessary at all. As for cars still trying to get in at sailing time ... not likely. But even if it happened, why worry? It's not like Holiday had a schedule to keep, eh?[/b][/color]

[quote]I think the person who (probably hastily) wrote the letter you got was operating under the assumption that the vast majority of people would opt to go on the cruise. [/quote][color=purple][b]An odd assumption. About 1,700 people were about to have the terms of their warm-weather cruise to Mexico changed because of a mechanical failure on Carnival's part ... people who expected to go to Mexico and escape a late-December cold spell. Instead they were going to cruise the northern end of the Gulf.[/b][/color]
[color=purple][b]Surely they deserved to know that up front, right? And surely they deserved as much information - and as much time to make an informed decision - as possible. Yes?[/b][/color]

[quote]I agree it would have been better to have put the option of a refund in the letter, but I don't think any other business would have done that either.[/quote][color=purple][b]Once again, I search for even a hint of customer service in that statement.[/b][/color]

[quote]When I return something that doesn't work to a store, the assumption is that I want to exchange it, not refund it.[/quote][color=purple][b]Most stores I visit post their return policies prominently. A store that has relatively liberal rules for cash refunds will advertise that fact as customer service.[/b][/color]
[color=purple][b]But a "Good only for in-store credit" policy is much more restrictive, and much less useful to the consumer.[/b][/color]

[quote]If an airline has a plane break down on a holiday weekend, they assume you want to salvage what you can of your vacation and tell you they will book you on the first flight out they have seats on, even though you may get there a day late. If you ask for a refund, they give it to you, but they generally don't bring it up because they assume you still want to go.[/quote][color=purple][b]An airline, of course, is selling transportation - NOT the vacation itself. The passenger's goal on a plane is utterly different than on a ship.[/b][/color]

[color=purple][b]But speaking of airlines ... when they can't fly because of weather, their passengers are pretty much left to fend for themselves. It's a risk of flying, just like a missed port call because of rough seas is a risk of sailing.[/b][/color]
[color=purple][b]A "mechanical," though, is a different matter. When a flight is delayed or canceled for that reason, the rules favor the customer -- the airline will typically provide food and possibly a phone card during extended delays, and will pay for a hotel room if they can't accommodate the passenger until the next day.[/b][/color]
[color=purple][b]That's a key distinction that Carnival's defenders have omitted: The Holiday is entirely Carnival's responsibility. There was no Act of God or Force of Nature involved here at all. It was defective equipment on the cruise companies' part.[/b][/color]

(continued)
[/size][/font][/font][/size][/font]

[EscapeFromConnecticut]

[quote]When I'm writing an article involving bad service, I find out what was causing the problem and then I ask myself what they reasonably could have done differently, given the existing circumstances.[/quote][color=purple][b]That's an excellent approach.[/b][/color]

[color=purple][b]So, let's think "customer service" ... that is, "genuine customer service" ... and consdier what this multi-billion dollar company could have done on behalf of 1,700 people it was about to disappoint and inconvenience:[/b][/color]

[color=purple][b]When the Holiday officers notify Carnival's corporate office of this major-league bad news, the execs in Miami needed to kick it into high gear. Dickinson is paid $7.4 million a year. Time to work.[/b][/color]

[color=purple][b]So pull out the checkboook, get on the phone, create solutions. Commit yourself to salvaging this cruise for your passengers AND for Carnival itself.[/b][/color]
[color=purple][b]Execute your contingency plan that explains step-by-step how to cope.[/b]
[/color]

[color=purple][b]-- Step 1: Charter a plane out of Miami. Pull a couple dozen of the best Reservation Agents and Customer Service Managers who were scheduled to work the Fascination departure, and fly 'em to Mobile to pitch in. Also on that plane is a senior operations executive and a couple assistants.[/b][/color]

[color=purple][b]-- Step 2: Replace those Fascination workers in Miami by calling in off-duty managers and clerks, front-office staff and back-ups. Hire temps if you need to.[/b]

[b]-- Step 3: Decide on what you'll do for your 1,700 inconvenienced guests. [/b][/color]
[color=purple][b]Err on the side of generosity. [/b][/color]
[color=purple][b]You want to get as many people onboard as possible. So offer a fair deal for those who don't want to go, but provide a really nice deal to those who will go. Don't sweat the nickels and dimes today. [/b][/color]
[color=purple][b]For those who want to go home: Offer a complete refund and partial credit - maybe 35 or 50 percent - toward a future cruise, too. That's reasonable for passengers who decide to take their losses and leave.[/b][/color]

-- [b][color=#800080]Now for the folks who will take a shot and get on board, sweeten the pot. Refunding port charges is a given. Beyond that, offer a decent onboard credit as well -- and since they'll be a captive audience for three days in your bars and casinos, you can easily afford better than $100. [/color][/b]
[b][color=#800080]Now get creative and think of some low-cost freebies that would brighten people's spirits. Maybe five free drink coupons? A couple of free bingo cards? Two or three match-play coupons to the casino? [/color][/b]
[color=purple][b]Put some of those incentives in a well-worded flier, and you can truly MAKE this an enjoyable option for people.[/b][/color]

[color=purple][b]-- Step 4: Direct the Mobile operations manager to pull out some stops. Work with the port to pick up everyone's parking tab for the day.[/b][/color]
[color=purple][b]Have that manager come up with the best plan to notify passengers of what's happening. Distributing fliers in the garage is fine. Put up signs promising detailed information inside the terminal. Whatever plan you choose, you HAVE to give people reliable summary information before they check their bags.[/b][/color]

[color=purple][b]-- Step 5: Have that manager meet with the regular staff (and those loaners from Miami) for a serious pep talk. The order of the day for EVERYONE is to be courteous and apologetic. [/b]
[/color][color=purple][b]Deploy some of your extra workers to help out at the check-in stations. Send the rest to roam the garage and the terminal floor to assist passengers who look confused or troubled. [/b][/color]
[color=purple][b]Set up a "special cases" desk in some remote area, staffed by your most patient agents. That's where the really enraged/irate customers will get sent to. Try to appease them, but with the truly unreasonable ones simply give them the refund, the future-savings voucher and thank them for their understanding. (You're bound to lose a few customers today, so it might as well be the hotheads and troublemakers).[/b][/color]
[color=purple][b]Distribute some cash to the luggage porters, and explain that Carnival needs them to be super-nice to today's passengers.[/b][/color]
[color=purple][b]Want to try real "customer service"? Get some tables of Danish, coffee and orange juice into that terminal. Anything to help soften the bad news.[/b][/color]

[b][color=purple]-- Step 6: Have the CD and the Executive Chef on the Holiday come up with a theme for this cruise. Call it "Nearly Mexico," call it "Almost Caribbean" .... whatever it is, choose something where the onboard staff can tie in with one or two themed meals and some related daily activities (Maybe some Almost Caribbean Bingo, with some extra prizes. These onboard managers should be creative people, so give 'em the idea that you need to salvage this cruise & then let them work some magic).[/color][/b]
[b][color=purple]While you're at it, come up with a reasonable bonus for every crew member and staff member on that ship. Their job is to turn a bunch of disappointed guests back into enthusiastic, contented Carnival customers ... it's going to be tiring and challenging work, so show them some appreciation up front).[/color][/b]

[b][color=purple]How much does this cost? [/color][/b]

[color=purple][b]PEANUTS!!! [/b]
[/color]
[color=purple][b]Carnival Corp.'s profits were up 55 percent for the year the ended Nov. 30. It's sales are up, its operating margins are up. It just ordered a $635 million ship for Costa. It can easily afford to put up some cash when one of its cruises goes bad. And it would be good business sense to do it.[/b][/color]

[color=purple][b]Dumping some money, imagination and care into the Holiday fiasco UP FRONT would've made this whole story different. Instead, Carnie cheaped out, and is getting what it deserves. Check out the AP story that's in the Gainesville and Miami papers, and on TV ... lots of unhappy customers showing up Carnival as a shabby, disreputable outfit. A lawyer/passenger organizing a 600-passenger petition ... or perhaps eventually a lawsuit.[/b]
[/color][url="http://www.gainesville.com/apps/pbcs.dll/article?AID=/20050105/APN/501051264"][color=#ff0033]http://www.gainesville.com/apps/pbcs.dll/article?AID=/20050105/APN/501051264[/color][/url]

[color=purple][b]Bad business. Lousy performance by senior managers, AWFUL performance by the HQ executives. And not a shred of "customer service" anywhere in sight.[/b][/color]
[color=purple][b]Carnival scores an F-.[/b][/color]

[MrPete]

A lot of emotion going on here about this one. At the same time, I'm reading posts about people being notified about next Septembers Legend bookings being cancelled because of Donald Trump, or the Miracle bumpings last year in Baltimore.

All I can do is try to put myself in the postition of the passenger vs. the ship of my sailing:

[u][b] How would I feel if I was notified a week before my cruise that it was cancelled? Alterred? Made into a cruise to nowhere? How about if notification was the day before? [/b][/u][u][b]How about the day of?[/b][/u]

[u]Given[/u] my options, PERSONALLY, I would gotten on the ship (barring a change of mood that day/that moment).

For those that didn't cruise (5%?), how were they notified? Did they simply ask? I agree with a previous poster that there is a pecking order of what you offer an unsatified "customer". You don't offer them the kitchen sink out of the gate. "OK, let's start with offering $100 credit, and see who takes it". (read: speculation)

I'm also reading that people are saying they were past the point, that their luggage was checked. SO? Get it off the ship, or let it cruise in my unoccupied stateroom. Send it back to me when it returns.

Now, I will say I would be POed and truly angry if I inquired if refunds were being offered, or if anyone had been offered a refund, been told NO, and found out different. I would have also gotten that in writing, had I chose not to sail. Then I would have a case.

All IMHO.

[randyat1001]

Escape from Conn.
Very well said!

[Sox_Fan]

Again, VERY well said.

In addition, there's the issue of future cruises. Being scheduled for the 31 Jan. cruise, I called my TA immediately upon learning of this problem. She contacted Carnival and was told that there was NO problem with the ship (!) and that all future cruises were scheduled for the planned destinations. My TA said she would keep checking and let me know if anything changes, but advised me to continue to check with Carnival directly as the sail date approaches. Given the way Carnival has handled the situation so far, I guess best I can do is hope that they're more forthcoming with information and will have a better contingiency plan in place if the problems continue.

So I agree, there's certainly room for improvement where customer service is concerned here.

[Sharon Temple]

I just got out of bed and came up here to read. It helps to realize that people that weren't on that ship don't think we are all a bunch of whiners. It's about fraud and fairness from CCL. It just burns me that there was a mechanical problem before we arrived in Mobile. That rep said they just found about it right before we sailed. Lie. The room steward and some other staff (granted they don't know anything, but they know when the ship is not up to speed) said they barely made it back from Coz. CCL had a problem mechanically prior to our even arriving at the docks and had plenty of time to prepare for a way to deal with it. They had plenty of time for the group that just got on on Monday. I can';t wait to see how they are after they disembark. I want to know what they were told before they got on the Holiday. That's about all I amwaiting for now.

This was the first cruise I've been on where pax got together and had a meeting. I think Carnival has a fight on their hands.

About the disembarkation, they told us we would get off by decks, even though we were toting our own luggage. Then those without luggage would get off by decks. That's why I have a problem with the way we disembarked. But, hey, they told us lots of things and did something else. What's new.

Going to Arkansas for 2 days. Will be back to see what's going on then. By then the Holiday will have docked again. and loaded again??????????????????

[hilltopfamily]

[color=purple]Bravo, EscapefromConnecticut!! (If you don't already help run a company, someone should hire you to do so today! LOL) Some very well expressed ideas/thoughts. CCL dropped the ball here. I believe they will lose more in the long run than if they had offered better consideration (both financial and otherwise) in the 1st place. I know I (and probably many, many others) will have this to consider as I plan my future cruises and choose which cruisline to [b][i]give my business to. [/i][/b] [/color]

[carmel]

Just wanted to say I completely agree with your post. I tried to express those points in a thread I started yesterday but either I didn't state it clearly or some didn't interpret it clearly. I think the idea of just 'going and having fun' is a healthy way to approach it but may not be a realistic plan.

I have been saving and planning for this trip for a year. I have reasearched Xcaret and Paradise Beach. If we are not able to go there, I am going to be disappointed. Am I going to get on board and be rude and destructive? Of course not. But, just shrugging my shoulders and saying 'Oh well' is probably not gonna happen either. This is a problem that Carnival has not handled well and the communication to their pax has been absolutely horrible. They couldn't help the mechanical problems but just like another poster said, their response can/will go a long way to making up for the disappointment. It is not entitlement. It is just trying to be nice and compassionate to people who choose your cruiseline over others and who, basically, allow you to stay in business.

[Cruising4Fun]

[quote name='EscapeFromConnecticut'][color=purple][b]So, let's think "customer service" ... that is, "genuine customer service" ... and consider what this multi-billion dollar company could have done on behalf of 1,700 people it was about to disappoint and inconvenience:[/b][/color][/QUOTE]
EscapeFromConnecticut -- I totally agree with you. I have read through your thoughtful comments and you've got it right. They pulled a fast one. They tried to fob off the $100 port charge refund as a generous credit for our inconvenience. That was duplicitous.

[quote name='EscapeFromConnecticut'][color=purple][b]So pull out the checkboook, get on the phone, create solutions. Commit yourself to salvaging this cruise for your passengers AND for Carnival itself.
Execute your contingency plan that explains step-by-step how to cope.
[/b][/color][/QUOTE]
I was told they weren't going to do anything for the passengers but if they changed their mind, they would contact me. I sure hope they get smart fast. Wouldn't you think this is going to cost them much more in the long run?

[quote name='EscapeFromConnecticut'][color=purple][b]Decide on what you'll do for your 1,700 inconvenienced guests.
Err on the side of generosity.
You want to get as many people onboard as possible. So offer a fair deal for those who don't want to go, but provide a really nice deal to those who will go. Don't sweat the nickels and dimes today.
For those who want to go home: Offer a complete refund and partial credit - maybe 35 or 50 percent - toward a future cruise, too. That's reasonable for passengers who decide to take their losses and leave.
-- Now for the folks who will take a shot and get on board, sweeten the pot. Refunding port charges is a given. Beyond that, offer a decent onboard credit as well -- and since they'll be a captive audience for three days in your bars and casinos, you can easily afford better than $100.
Now get creative and think of some low-cost freebies that would brighten people's spirits. Maybe five free drink coupons? A couple of free bingo cards? Two or three match-play coupons to the casino?
Put some of those incentives in a well-worded flier, and you can truly MAKE this an enjoyable option for people.
[/b][/color][/QUOTE]
They needed to provide more perks for the inconvenience. A substantial discount on THIS cruise and perhaps a discount on a future one. If you don't take care of me on this cruise, you will not have the opportunity to try and treat me better on a next one.

[quote name='EscapeFromConnecticut'][color=purple][b]Have the CD and the Executive Chef on the Holiday come up with a theme for this cruise. Call it "Nearly Mexico," call it "Almost Caribbean" .... whatever it is, choose something where the onboard staff can tie in with one or two themed meals and some related daily activities (Maybe some Almost Caribbean Bingo, with some extra prizes. These onboard managers should be creative people, so give 'em the idea that you need to salvage this cruise & then let them work some magic).[/b][/color][/QUOTE]
These and other ideas you listed are great ones. Unfortunately, I'm not aware of any activities that were added or changed. No special events, no freebies, no attempt to do something special. if I go to a restaurant and have a bad experience and they do something special about it, I am actually more supportive and committed to the place than if things were just fine all along. Carnival had an opportunity to work magic. They didn't work at all. They covered up, misled and tried to get people on board 'business as usual.'


[quote name='EscapeFromConnecticut'][color=purple][b]Dumping some money, imagination and care into the Holiday fiasco UP FRONT would've made this whole story different. Instead, Carnie cheaped out, and is getting what it deserves. Check out the AP story that's in the Gainesville and Miami papers, and on TV ... lots of unhappy customers showing up Carnival as a shabby, disreputable outfit. A lawyer/passenger organizing a 600-passenger petition ... or perhaps eventually a lawsuit.
[url]http://www.gainesville.com/apps/pbcs.dll/article?AID=/20050105/APN/501051264[/url][/b][/color][/QUOTE]
Several passengers on board vowed to take this to a lawyer and collected names of people who were grumbling. I heard things like 'My nephew is a lawyer -- I got word to him and we're going to pursue this when we're back.' Carnival had an opportunity to do the right thing, the decent thing and the thing that ultimately would cost them the least and generate the most good will and future business. They seem to be putting their head in the sand and washing their hands of this. I think it's a big mistake. There are other cruise lines and other boats.

[quote name='EscapeFromConnecticut'][color=purple][b]Bad business. Lousy performance by senior managers, AWFUL performance by the HQ executives. And not a shred of "customer service" anywhere in sight.
Carnival scores an F-.[/b][/color][/QUOTE]
Amen!

[EscapeFromConnecticut]

[b][font=Franklin Gothic Medium][size=3][color=purple][i]And as the truth comes out, Carnival just looks worse and worse ....[/i][/color][/size][/font][/b]

[url="http://www.al.com/news/mobileregister/index.ssf?/base/news/110500688259122.xml"]http://www.al.com/news/mobileregister/index.ssf?/base/news/110500688259122.xml[/url]

[MrPete]

[quote name='EscapeFromConnecticut'][b][font=Franklin Gothic Medium][size=3][color=purple][i]And as the truth comes out, [/i][/color][/size][/font][/b]
[/QUOTE]
Now I wonder if the 100 people that opted out of the current cruise are going to be POed that the ship went to Cozumel after all.....

[neverenufcruising]

When I first heard they had changed course, I wondered if the pax mutinied and turned the ship around themselves.

[anitam]

We cruised on the Holiday in August. The ship was having major problems at that time, although we were told there wasn't a problem. The vibration and the noise were unbearable, especially at night and while going slowly (they idled slowly between the two Mexican ports).
We were unable to sleep, it was so bad. The crew was great, as were the ports, but it was hard to have a great time when you are exhausted from lack of sleep.
We have cruised on other Carnival cruises, Celebrity, Norwegian, Royal Caribbean, etc. and have never had an experience like this. We are sailing on the Pride in March.

[Sharon Temple]

Hello. Just caught up on all the reading. I feel very bad for those scheduled on the Holiday. I sure hope all goes well.

I haven't called CCL yet, just emailed and snailmailed. I'm fixin' (yes, I'm southern) to go call them. According to what I've read, I probably won't get very far, but they will hear my side of it. My husband has a commercial plumbing business and I have an elderly sitting business. We have both made mistakes in our businesses, and we have both kissed butt and fixed them. CCL will just keep hearing from me over and over. I've also been in contact with newspapers. Maybe the bad publicity will finally knock some sense in them.

Any advice on who to call?? I know if I call Cust. service I'll get some uninformed agent who will take my complaint, tell me $100 is enough and that is that. Any help would be appreciated.

By the way, since I don't know how to highlight what someone said, would Mr PeteLI really want his luggage gone for 4-5 days? Add happy face here, where do you get those faces????

[MrPete]

[quote name='Sharon Temple']would Mr PeteLI really want his luggage gone for 4-5 days? [/QUOTE]

LOL :)

Want it? No? I have been parted from it on a couple of flights though, all coming home, that God.

Would I let them use it as an excuse of not getting my FULL refund? NO.