Elevator Incident on Rhapsody of the Seas

[Papa T]

I've noticed more and more as businesses (RCCL included) have cut staffing to the bone because of the economy and have expected more from fewer people, there is more stress among employees and they are less likely to take the extra step. Guest relations has a line of people waiting for service and the mechanic has 10 more stops to make ASAP. On a current CC thread someone posted that he had gotten a 7 day cruise (balcony) on Mariner for $500+. We want good service, we want good food, etc., but we continue to brag about how little we pay. As the old cliche says - there is no free lunch.

[Ladylouwho]

I've noticed more and more as businesses (RCCL included) have cut staffing to the bone because of the economy and have expected more from fewer people, there is more stress among employees and they are less likely to take the extra step. Guest relations has a line of people waiting for service and the mechanic has 10 more stops to make ASAP. On a current CC thread someone posted that he had gotten a 7 day cruise (balcony) on Mariner for $500+. We want good service, we want good food, etc., but we continue to brag about how little we pay. As the old cliche says - there is no free lunch.

 

Agree 100%. But many of us pay 3 or even 4 times that for a balcony on popular sailings on newer ships in the high season and during Holiday weeks. Not everyone gets the deals. We are hearing about them now because it is Fall and the economy is bad and they have berths to fill.

 

But things like proper training and good customer service as well as Loyalty Programs help to bring customers, along with their money, to cruise on certain lines. RCI is letting this slide by dismanteling the best Loyalty Program in the business and allowing training of employees to suffer. It doesn't have to be that way. Some of the decisions being made now and in the recent past are actually hurting the line. It isn't always the customers fault.

 

 

JMO,

Colleen

[WeLuvVacation]

A note or follow up phone call would have been nice, but its not like the elevator plunged a few stories down and people were injured. Elevators get stuck all the time.

 

 

I have worked in Manhattan, NY all of my life. Worked in many of the skyscrapers and in all of the years that I have worked in them I have never, ever been stuck in an elevator. Or in any other building I have ever rode one, or cruise ship.

 

So I would think "all the time" is quite the overstatement.

 

And as far as all of you high & mighty ones who feel the OP should not have mentioned the bottle of bubbly as a "compensation" in the customer service business, the CUSTOMER IS ALWAYS RIGHT! ALWAYS!

 

It is no a question of ENTITLEMENT! It is a question of we appreciate your business and we do not want the fact that you were stuck in the elevator to stop you from vacationing with us.

 

And to use work elevators as an analogy make zippo lighter sense at all.

 

Your work building is not in the customer service business as far as your job is concerned.

 

So if a bottle of bubbly that costs them whatever will make a pax that had a bad event feel better then they should do it. But not even a note from the head of hotel services is in poor taste.

 

Heck on my DW & my last RCL cruise they didn't deliver a room service breakfast that we had ordered and when we informed them of the error we found a plate of chocolate covered strawberries in our room without even asking for them. So they aren't even consistent on their customer satisfaction policy/actions!

[WeLuvVacation]

post removed

[Gold Coast Cruisers]

I am extremely claustrophobic, if this had happened to me, they wouldn't need to hear an alarm I would be screaming so loudly. They would not have asked if I wanted to go to the clinic they would have escorted me because of the hysterical condition I would have been in...it would not have been pretty.

You handled the situation very well...

Just the thought of the whole thing makes me very uneasy.

 

 

I'm with you here. I too am extremely claustrophobic due to an incident many years ago, so much so you will never see me in any elevetor any time. I get plenty of exercise on ships, don't need the gym.;)

I had goose bumps and a racing heart just reading the posters account of her experience. If I had been in there, which I never would, the Captain would have heard me from the bridge I would have been so panic stricken.

Claustrophia is a terrible condition.

 

Jillybean:)

[jester121]

Just wow.

 

The point of nice little gifts is to smooth things over and make customers okay after a negative situation; going looking for such things is just tacky.

 

When you don't go around demanding to be compensated for every little inconvenience, it's a nice surprise when it happens and you feel good about it.

 

And it's no wonder that companies aren't as forthcoming with compensatory gifts any more; every person with internet access would be trying to scam freebies once they read stories like this.

[kooljamming]

A cruise to some is still a luxury vacation. A vacation about class and elegance. You can't read a dress code thread without the code police calling you names for not doing it. Some of the same ones on this thread doing what they do best. It's a vacation offering a Complete Escape (Princess) Fun (Carnival) and RCCL, Why Not Enjoy it all. This is not the reality anyone is looking for and sometimes easily brushed off. Was any regular hotel/business offering any kind of luxury escape when the elevator went out? If I go to Walmart and this happens then no big deal. Some RCCL don't even want Walmart shopper on board, so why is RCCL acting as they should be schooled in true customer service by them. Anyone believing this is acceptable from an above average service joint, needs to expand their horizon. There are businesses that still live by their motto, of customer first. Wake up and expect a bit more even if you are paying next to nothing for your next cruise. You should still be a valued customer. In the meantime stop knocking others for wanting and expecting more than you think you deserve. It not their fault you believe that you are a insignificant and unimportant customer. Your cruise might be cheap but many are still expecting a priceless experience, which they are marketing. They don't have to offer anything is they don't screw up or market themself above Walmart. I am a Walmart shopper.....JMOP

 

Some might think this saying is tacky, others see it as gospel. Luke could never do right by some CC experts!

 

Ask, and it will be given to you; seek, and you will find; knock, and it will be opened to you. For everyone who asks receives, and he who seeks finds, and to him who knocks it will be opened."

[Ladylouwho]

I have worked in Manhattan, NY all of my life. Worked in many of the skyscrapers and in all of the years that I have worked in them I have never, ever been stuck in an elevator. Or in any other building I have ever rode one, or cruise ship.

 

So I would think "all the time" is quite the overstatement.

 

And as far as all of you high & mighty ones who feel the OP should not have mentioned the bottle of bubbly as a "compensation" in the customer service business, the CUSTOMER IS ALWAYS RIGHT! ALWAYS!

 

It is no a question of ENTITLEMENT! It is a question of we appreciate your business and we do not want the fact that you were stuck in the elevator to stop you from vacationing with us.

 

And to use work elevators as an analogy make zippo lighter sense at all.

 

Your work building is not in the customer service business as far as your job is concerned.

 

So if a bottle of bubbly that costs them whatever will make a pax that had a bad event feel better then they should do it. But not even a note from the head of hotel services is in poor taste.

 

Heck on my DW & my last RCL cruise they didn't deliver a room service breakfast that we had ordered and when we informed them of the error we found a plate of chocolate covered strawberries in our room without even asking for them. So they aren't even consistent on their customer satisfaction policy/actions!

 

I have got to say, if I had been stuck in an Elevator, Alone, waiting to be rescued and then when rescued, unsure of the way I was to get out, well, like the OP I might have been frightened. Helloooooooooooo? If your customer is FRIGHTENED while on board your ship because of a Malfunction of YOUR Elevator. Well, Gosh Darn, By Golly, the OLD Fashioned Way of Handling this would have been to GO OVERBOARD (Sorry about the Pun) with the Mea Culpas and the requiste Flowers, Chocolates or Champange.

 

 

Or at the very least, INQUIRE about the persons well being after the fact, DUH!!!!!!!!!

 

 

Colleen

[Ladylouwho]

a cruise to some is still a luxury vacation. A vacation about class and elegance. You can't read a dress code thread without the code police calling you names for not doing it. Some of the same ones on this thread doing what they do best. It's a vacation offering a complete escape (princess) fun (carnival) and rccl, why not enjoy it all. This is not the reality anyone is looking for and sometimes easily brushed off. Was any regular hotel/business offering any kind of luxury escape when the elevator went out? If i go to walmart and this happens then no big deal. Some rccl don't even want walmart shopper on board, so why is rccl acting as they should be schooled in true customer service by them. Anyone believing this is acceptable from an above average service joint, needs to expand their horizon. There are businesses that still live by their motto, of customer first. Wake up and expect a bit more even if you are paying next to nothing for your next cruise. You should still be a valued customer. In the meantime stop knocking others for wanting and expecting more than you think you deserve. It not their fault you believe that you are a insignificant and unimportant customer. Your cruise might be cheap but many are still expecting a priceless experience, which they are marketing. They don't have to offer anything is they don't screw up or market themself above walmart. I am a walmart shopper.....jmop

 

some might think this saying is tacky, others see it as gospel. Luke could never do right by some cc experts!

 

ask, and it will be given to you; seek, and you will find; knock, and it will be opened to you. For everyone who asks receives, and he who seeks finds, and to him who knocks it will be opened."

 

Amen!

[Ladylouwho]

Just wow.

 

The point of nice little gifts is to smooth things over and make customers okay after a negative situation; going looking for such things is just tacky.

 

When you don't go around demanding to be compensated for every little inconvenience, it's a nice surprise when it happens and you feel good about it.

 

And it's no wonder that companies aren't as forthcoming with compensatory gifts any more; every person with internet access would be trying to scam freebies once they read stories like this.

 

Well, I guess everyone looks at things differently. See, while you look at customers "scamming things", I see a Company not being "Businesslike", I mean not providing the service or product they contracted to provide and when a problem occurs, they make the customer feel unappreciated, unimportant and even, possibly insult them. Then the customer complains. Now exactly who is at fault?

 

Obviously, there are certain customers that will take advantage, but they are a small minority. If one can't handle being in Business for the long Haul, one won't last. Either provide good customer service or don't. But if you don't and Business suffers, don't Blame the Customer.

 

JMO,

Colleen

[BMT]

Found this on an Indie review:

 

"Choppes Grill on the other hand was a disappointment in comparison as my wife had to send her steak back twice before it came as she requested it. by this time her veg had got cold. The staff replaced it but by the time the replacement veg arrived the steak was cold. We did complain to Guest Relations and received a note of apology and a bottle of champagne and we appreciated the gesture."

So there we have it.........RCCL is more interested in the state of your tummy than your mental state:D:DROTFL Or perhaps the 'big' spenders in Chops? :p

 

Seriously, I believe it just depends on who actually deals with the complaint in the Front Office. And for the poster who believes these are $10 bottles of champers - I can only say "in your dreams". 50c is more like it. This is just cheap sparkling wine. BUT its the thought that counts - even a keyring:) would have been better than nothing.

 

In our case, had we complained to Guest Relations, we would probably have received something. But Head of Security, doctor, mechanics? Don't think so. Restaurant managers almost always send something in reply to complaints.

 

As we are D+ we are all strawberried-out anyway - same as we rarely drink and its free. But again, its the thought that counts.

[FireIce0010]

Yes, Colleen, I too enjoyed the debate on that thread.

 

I've been away a long time and now return to see all those Signatures have gone away. That's a good move.

 

Kudos to RCCL for getting on the right side of that issue.

 

Just because the signatures are gone and the program officially ended, doesn't mean the end.;) I will let you ponder what that means. Gotta go, need to get ready for my Oasis Pre Inaugural event. :)

[FireIce0010]

LMAO at some posts. I feel like I'm in church on Sunday. Some need to save the gospel for the pulpit.

[struther1]

I'm SURE I am, too! Lol - ok by me - my list grew after my jeans/shorts poll!:eek::p

That poll was my favorite thread ever.:)

[Ladylouwho]

Found this on an Indie review:

 

"Choppes Grill on the other hand was a disappointment in comparison as my wife had to send her steak back twice before it came as she requested it. by this time her veg had got cold. The staff replaced it but by the time the replacement veg arrived the steak was cold. We did complain to Guest Relations and received a note of apology and a bottle of champagne and we appreciated the gesture."

So there we have it.........RCCL is more interested in the state of your tummy than your mental state:D:DROTFL Or perhaps the 'big' spenders in Chops? :p

 

Seriously, I believe it just depends on who actually deals with the complaint in the Front Office. And for the poster who believes these are $10 bottles of champers - I can only say "in your dreams". 50c is more like it. This is just cheap sparkling wine. BUT its the thought that counts - even a keyring:) would have been better than nothing.

 

In our case, had we complained to Guest Relations, we would probably have received something. But Head of Security, doctor, mechanics? Don't think so. Restaurant managers almost always send something in reply to complaints.

 

As we are D+ we are all strawberried-out anyway - same as we rarely drink and its free. But again, its the thought that counts.

 

BMT,

Funny you mentioned that. I had thought about this as well. In July when we were on the Liberty of the Seas, we went to Chops with a group of 12, two tables. My husband, I and another couple sat at one table. We ordered steaks medium rare. After fininshing our appetizers and salads and while enjoying our 2nd bottle of wine they finally brought our steaks. They were way overcooked and after a bite or two we were done. The waiter inquired as to our steaks and we said, well they are very overcooked, cerainly not medium rare.

 

Within minutes a bottle of Champagne appeared with four Champagne flutes. We were told, Compliments of the House and we are so sorry about the steaks.

 

So yes, the folks in Chops know about Service or no one would pay an upcharge to eat there. But get stuck in an Elevator and well I guess you aren't important, the Elevators are free after all.

 

 

Colleen

[BMT]

bmt,

funny you mentioned that. I had thought about this as well. In july when we were on the liberty of the seas, we went to chops with a group of 12, two tables. My husband, i and another couple sat at one table. We ordered steaks medium rare. After fininshing our appetizers and salads and while enjoying our 2nd bottle of wine they finally brought our steaks. They were way overcooked and after a bite or two we were done. The waiter inquired as to our steaks and we said, well they are very overcooked, cerainly not medium rare.

 

Within minutes a bottle of champagne appeared with four champagne flutes. We were told, compliments of the house and we are so sorry about the steaks.

 

So yes, the folks in chops know about service or no one would pay an upcharge to eat there. But get stuck in an elevator and well i guess you aren't important, the elevators are free after all.

 

 

Colleen

 

:d:d:d:d:d

[Ocean Boy]

BMT,

Funny you mentioned that. I had thought about this as well. In July when we were on the Liberty of the Seas, we went to Chops with a group of 12, two tables. My husband, I and another couple sat at one table. We ordered steaks medium rare. After fininshing our appetizers and salads and while enjoying our 2nd bottle of wine they finally brought our steaks. They were way overcooked and after a bite or two we were done. The waiter inquired as to our steaks and we said, well they are very overcooked, cerainly not medium rare.

 

Within minutes a bottle of Champagne appeared with four Champagne flutes. We were told, Compliments of the House and we are so sorry about the steaks.

 

So yes, the folks in Chops know about Service or no one would pay an upcharge to eat there. But get stuck in an Elevator and well I guess you aren't important, the Elevators are free after all.

 

 

Colleen

No they are not free. They are included in your cruise fare.;)

[miamiyogi]

<<<ENABLING FLAME DEFLECTION SHIELDING>>>

 

Geez, I just don't get it. The whole point is the OP encountered a MINOR inconvenience. Nowhere in the post does it say they were 'claustrophobic' or even missed a show or a Portofino reservation.

 

I swear if my dinner takes 25 minutes instead of 22, I will DEMAND 50% off my next cruise and the option of marrying the Captain's first born daughter.

 

I am truly sick and tired of everyone trying to complain to get something free.

 

If you are compensated great, go tell everyone. If you are not then don't cruise with that company anymore and spend your money where you perceive it is wanted.

 

<<<SHIELDING TO MAXIMUM OUTPUT- REROUTE POWER IF NECESSARY>>>

[Captain Jake]

 

I am truly sick and tired of everyone trying to complain to get something free.

 

I >

So What

:cj

[Gablin]

I am the original poster. This event was not a "minor inconvenience" to me. I was quite frightened by it and somewhat intimidated by the crew member's insistence that I use the unstable tiny ladder rather than my strong arms and legs to escape. I was never really told that the elevator had been "tagged out" but chose to trust that it had, as I was feeling very claustrophobic even after the doors were forced open.

 

I can't say that I "expected" anything from the customer relations people. I was just surprised when there was nothing at all - no note, telephone call, visit, flowers, whatever. I am not the sort of person who would actually "request" such a thing. To me, that is like "requesting" a birthday gift. It is usual to give birthday gifts to those we care about, and they would be surprised if we did not do that. It is usual (in my probably limited and somewhat specialized experience) to apologize in writing and do something to make amends when ones actions or lack of action has caused anyone distress.

 

I know that mass market cruise lines will be more like JCPenney than like Nordstrom. Still, I also know that some of them do apologize to passengers who have had some "inconvenience" at their hands.

[Captain Jake]

I am the original poster. This event was not a "minor inconvenience" to me. I was quite frightened by it and somewhat intimidated by the crew member's insistence that I use the unstable tiny ladder rather than my strong arms and legs to escape. I was never really told that the elevator had been "tagged out" but chose to trust that it had, as I was feeling very claustrophobic even after the doors were forced open.

 

I can't say that I "expected" anything from the customer relations people. I was just surprised when there was nothing at all - no note, telephone call, visit, flowers, whatever. I am not the sort of person who would actually "request" such a thing. To me, that is like "requesting" a birthday gift. It is usual to give birthday gifts to those we care about, and they would be surprised if we did not do that. It is usual (in my probably limited and somewhat specialized experience) to apologize in writing and do something to make amends when ones actions or lack of action has caused anyone distress.

 

I know that mass market cruise lines will be more like JCPenney than like Nordstrom. Still, I also know that some of them do apologize to passengers who have had some "inconvenience" at their hands.

I find it Bizarre that some posters call it a minor inconvenience.I found it most pathetic that that a manager of an "upscale' resort would say you were entitled to nothing.Thankfully most upscale businesses do not treat their guest that way. You are right that some sort of response was in order without you asking

:cj

[Ladylouwho]

<<<ENABLING FLAME DEFLECTION SHIELDING>>>

 

I am truly sick and tired of everyone trying to complain to get something free.

 

<<<SHIELDING TO MAXIMUM OUTPUT- REROUTE POWER IF NECESSARY>>>

 

 

Funny, I thought this was a thread about getting stuck on an elevator, rescued and then poor customer service ensued. The OP told us her story, said it would have been NICE for the people at RCI to do something for her. She NEVER complained to RCI to get something free.

 

Another poster told a story of a similar experience in an Elevator on RCI. That person also said it would have been NICE for the folks at RCI to do something for them. They also NEVER complained to RCI.

 

Which posters are "trying to complain to get something free?

 

The posting of these stories is the direct result of RCI not handling the matters properly when they occurred. Had good customer service ensued, we probably would never have heard about these incidents.

 

OH....WELCOME TO CRUISE CRITIC!!!!!!

 

Colleen

[Ladylouwho]

I find it Bizarre that some posters call it a minor inconvenience.I agree with you 100%

:cj

 

Me too.

[BMT]

Having also been stuck in a lift in unpleasant conditions and being very frightened, Miamiyogi's reference to 'a minor inconvenience' is unforgiveable. A minor inconvenience is food not being to one's expectations. An incident which could seriously harm a passenger with a heart condition or an elderly person, is in no way an inconvenience - it is potentially a dangerous situation.

 

The OP was asked to climb up a ladder to get out of the elevator. We luckily did not have to do this. And two ladies in the elevator, physically could not have done so.

 

As far as I am concerned, the question here is whether the OP should have been offered a token of concern from RCCL - not whether or not being stuck in a lift is a 'minor inconvenience' - it isn't - no matter who it happens to, its potentially dangerous.

[luckyprincess]

That poll was my favorite thread ever.:)

Yeah....siggghhhhh - good times!:p