usualone Posted October 7, 2013 #1 Share Posted October 7, 2013 We signed up for the Oceania Marina cruise over a year before taking it in July 2013. When we went to board the ship in Southampton, wherein we were giving priority booking, the boarding people had no record of us. We were told we would not need the package sent to us, but fortunately I brought it to the site. After an hour, the Oceania team figured out who we were and we were allowed to board the ship. Our five pre-paid excursions were also erased from the system. This was not the way to start a relationship with Oceania (this was our 12th cruise, first with Oceania). The cruise itself was okay and others inquired of us about our experience since they had traveled with Oceania many times. They were shocked and many told us to write Oceania since they thought a bottle of champagne would not be sufficient. Oceania could not care less and thought that was all they needed to do for us...plus a token credit. (We don't even drink champagne on most occasions.) So beware of suggestions of others. Oceania is a business and doesn't necessarily care about continued business with customers. Link to comment Share on other sites More sharing options...
corpkid Posted October 7, 2013 #2 Share Posted October 7, 2013 We signed up for the Oceania Marina cruise over a year before taking it in July 2013. When we went to board the ship in Southampton, wherein we were giving priority booking, the boarding people had no record of us. We were told we would not need the package sent to us, but fortunately I brought it to the site. After an hour, the Oceania team figured out who we were and we were allowed to board the ship. Our five pre-paid excursions were also erased from the system. This was not the way to start a relationship with Oceania (this was our 12th cruise, first with Oceania). The cruise itself was okay and others inquired of us about our experience since they had traveled with Oceania many times. They were shocked and many told us to write Oceania since they thought a bottle of champagne would not be sufficient. Oceania could not care less and thought that was all they needed to do for us...plus a token credit. (We don't even drink champagne on most occasions.) So beware of suggestions of others. Oceania is a business and doesn't necessarily care about continued business with customers. That is really unfortunate. We were treated very well from start to finish. I hope you don't give up on them - it's a fantastic line, and yes, it is a business and they wouldn't exist if not so.... Link to comment Share on other sites More sharing options...
usualone Posted October 7, 2013 Author #3 Share Posted October 7, 2013 Thanks for your thoughts. There are still other lines we can try, ones of equal value. Hope you never experience this. Link to comment Share on other sites More sharing options...
corpkid Posted October 7, 2013 #4 Share Posted October 7, 2013 Thanks for your thoughts. There are still other lines we can try, ones of equal value. Hope you never experience this. I'm really shocked and saddened to hear this. We are just now becoming huge chearleaders as we had such a seamless experience. What other lines are you considering? We are fully booked for 2 years with O but just curious. Sorry you had that experience - very atypical of O. Link to comment Share on other sites More sharing options...
Rare LHT28 Posted October 7, 2013 #5 Share Posted October 7, 2013 I agree this is very unusual for Oceania Just curious what was the reason they could not find you on the list for the cruise? Did you get your refund for the prepaid excursions? Link to comment Share on other sites More sharing options...
Silver Sweethearts Posted October 7, 2013 #6 Share Posted October 7, 2013 Just curious as to what you were thinking Oceania should do for you? Link to comment Share on other sites More sharing options...
aohkay Posted October 7, 2013 #7 Share Posted October 7, 2013 We signed up for the Oceania Marina cruise over a year before taking it in July 2013. When we went to board the ship in Southampton, wherein we were giving priority booking, the boarding people had no record of us. We were told we would not need the package sent to us, but fortunately I brought it to the site. After an hour, the Oceania team figured out who we were and we were allowed to board the ship. Our five pre-paid excursions were also erased from the system. This was not the way to start a relationship with Oceania (this was our 12th cruise, first with Oceania). The cruise itself was okay and others inquired of us about our experience since they had traveled with Oceania many times. They were shocked and many told us to write Oceania since they thought a bottle of champagne would not be sufficient. Oceania could not care less and thought that was all they needed to do for us...plus a token credit. (We don't even drink champagne on most occasions.) So beware of suggestions of others. Oceania is a business and doesn't necessarily care about continued business with customers. Sorry, I find your post discombobulated. Link to comment Share on other sites More sharing options...
usualone Posted October 7, 2013 Author #8 Share Posted October 7, 2013 Apparently they have other companies doing their boarding and the two computers didn't match, although I don't understand why the excursions were missing too. Others who have been on Oceania (some as much as 5-12 times) prompted us to write the letter. Oceania perhaps could have offered discounts on future cruises. We were able to get the excursions reinstated. We can consider Seaborne, Viking, and similar cruises. We have been happy with Celebrity, Norwegian, Royal Caribbean and Holland America. The experience was very disconcerting especially to my mate. Link to comment Share on other sites More sharing options...
corpkid Posted October 7, 2013 #9 Share Posted October 7, 2013 Wow. That really must have been a pain! Remember port services are usually outsourced - which port where you embarking? Glad it all worked out though. Travel is such - cancelled flights, etc. You can't go anywhere 'till you go somewhere.... My motto for keeping calm when S*** goes south while traveling - and it will at some point. I think every experienced traveler knows that. Sorry it happened on this cruise line. Link to comment Share on other sites More sharing options...
Rare LHT28 Posted October 7, 2013 #10 Share Posted October 7, 2013 Apparently they have other companies doing their boarding and the two computers didn't match, although I don't understand why the excursions were missing too. Others who have been on Oceania (some as much as 5-12 times) prompted us to write the letter. Oceania perhaps could have offered discounts on future cruises. We were able to get the excursions reinstated. We can consider Seaborne, Viking, and similar cruises. We have been happy with Celebrity, Norwegian, Royal Caribbean and Holland America. The experience was very disconcerting especially to my mate. Yes that would be disconcerting How was the rest of the cruise??? Link to comment Share on other sites More sharing options...
Rare Host Sharon Posted October 7, 2013 #11 Share Posted October 7, 2013 I do find that unusual. I boarded Nautica from Southampton in August and although not officially priority boarding, we were early and were on board in minutes. All my 32 cruises have been from Southampton so far. It is true that the port supplies the staff etc for the terminal but the computer equipment is always supplied by the ship, whichever ship it is. Sadly computers are never infallible. I am sorry you had such an unfortunate boarding experience but I have to say it wouldn't put me off a cruise line unless the cruise itself was poor. Link to comment Share on other sites More sharing options...
orchestrapal Posted October 7, 2013 #12 Share Posted October 7, 2013 It would be interesting to know if you made this booking or what kind of a TA you used. Can hardly believe this would have happened with an Oceania specialist who would have been checking your booking until the end. Link to comment Share on other sites More sharing options...
caviargal Posted October 7, 2013 #13 Share Posted October 7, 2013 It would be interesting to know if you made this booking or what kind of a TA you used. Can hardly believe this would have happened with an Oceania specialist who would have been checking your booking until the end. Not sure why this would have made any difference. The OP had her documents and therefore her confirmation for the cruise and the excursions. Therefore, they had a confirmed reservation. The TA would have seen nothing wrong with the reservation because the issue was not with O's reservation system. Sounds like an unfortunate technology error, which happens sometimes. I am sure it was quite frustrating to have to deal with, as well as upsetting. I would hope that a wonderful overall cruise experience would overcome an unfortunate beginning. Link to comment Share on other sites More sharing options...
TERRIER1 Posted October 7, 2013 #14 Share Posted October 7, 2013 It would be interesting to know if you made this booking or what kind of a TA you used. Can hardly believe this would have happened with an Oceania specialist who would have been checking your booking until the end. The TA doesn't really make a difference. Oceania changed our cabin and never notified our TA or us of the change or asked if we approved. When we got on the ship we were given a card key to another cabin and found out then. They never gave us answer as to why they changed our cabin and couldn't care less about finding out why. We just wanted to get on with our vacation so we didn't pursue the issue but it took time out of our day to sort out the luggage and room change so I sympathize with the OP. Link to comment Share on other sites More sharing options...
usualone Posted October 7, 2013 Author #15 Share Posted October 7, 2013 The port was Southampton, UK Link to comment Share on other sites More sharing options...
Rare LHT28 Posted October 7, 2013 #16 Share Posted October 7, 2013 OH MY :eek: I am not really sure what you were expecting ... I am guessing that it was sorted out & you got your cruise Link to comment Share on other sites More sharing options...
Andee Posted October 7, 2013 #17 Share Posted October 7, 2013 I'm really sorry that you had such a bad experience and that Oceania customer service didn't bend over backwards to make you feel better about cruising with them. For you, what would have been an appropriate response? Each of us is different in what makes up for a bad experience. We had a similar experience recently with accommodations in Ireland. The property lost my emails sending them credit card information to reserve an apartment--and the clerk was extremely unpleasant about it. They put us up in a barely acceptable substitute apartment, and acted like they were doing us a favor. After we checked out, we received an email from the owner saying they had found the emails they had misplaced when I made the booking a month+ in advance and at check-in. They refunded the cost of the stay, but it was only one night at less than $100. That was more than I would have expected; if they had made the offer when we checked out, I probably would have suggested it was too much, but once we had moved on, I didn't bother. Link to comment Share on other sites More sharing options...
RuthC Posted October 7, 2013 #18 Share Posted October 7, 2013 I'm missing something here. There was a terrible mix-up discovered re: your booking when you arrived to board. The root of the mix-up is unknown. It took an hour, but the mix-up was resolved to allow you to board, and the missing excursions were restored without loss. A bottle of wine, and an on-board credit were issued as an apology. You suffered a short, albeit uncomfortable, wait, and no other loss. What's the problem? :confused: Link to comment Share on other sites More sharing options...
Hawaiidan Posted October 7, 2013 #19 Share Posted October 7, 2013 I'm missing something here. There was a terrible mix-up discovered re: your booking when you arrived to board. The root of the mix-up is unknown. It took an hour, but the mix-up was resolved to allow you to board, and the missing excursions were restored without loss. A bottle of wine, and an on-board credit were issued as an apology. You suffered a short, albeit uncomfortable, wait, and no other loss. What's the problem? :confused: A one hour delay in the grand scope of travel is really , well, trivial. Part of travel in being flexible. I have had reservations lost by airlines and hotels.... however by being real and calm worked it all out. Its a two way street and you have to work together... For the slight inconvenience you got a lot of consideration... What do you think you should have gotten? :rolleyes: Link to comment Share on other sites More sharing options...
Rare ronrick1943 Posted October 7, 2013 #20 Share Posted October 7, 2013 I agree, one hour isn't that much. How many people have gotten to the airport only to find they can't get on the flight they wanted.....things happen, sure it's upsetting, but I think "O" did the right thing and one shouldn't expect more than you got. Rick Link to comment Share on other sites More sharing options...
Rare vlthom Posted October 7, 2013 #21 Share Posted October 7, 2013 It sounds as if your discussions with others onboard following the unfortunate start to your trip may have set your expectations to quite possibly an unreasonably high level for some kind of compensation. What is your estimation of the monetary value of the inconvenience that you suffered? It sounds as if the line managed to reinstate your missing excursions and then offered an OBC and champagne as an apology. Should they really have provided more than that? I'm at a loss as to why you would expect more. :confused: Link to comment Share on other sites More sharing options...
LAexNY Posted October 7, 2013 #22 Share Posted October 7, 2013 Interesting that the only comment the OP makes about the cruise itself was that it was "OK." Sounds like the boarding delay ruined the enjoyment of the entire cruise. Get over it and enjoy yourself. Link to comment Share on other sites More sharing options...
orchestrapal Posted October 7, 2013 #23 Share Posted October 7, 2013 Let's all remember this again was one of those FIRST posts by the OP. Link to comment Share on other sites More sharing options...
wripro Posted October 7, 2013 #24 Share Posted October 7, 2013 Personally, I don't think it's a matter of monetary compensation. An apology, an explanation, some regret for the mistake would surely have gone a long way to soothe the situation. No one like to be put under that kind of initial stress only to be treated with indifference. Link to comment Share on other sites More sharing options...
ShopperfiendTO Posted October 7, 2013 #25 Share Posted October 7, 2013 Personally, I don't think it's a matter of monetary compensation. An apology, an explanation, some regret for the mistake would surely have gone a long way to soothe the situation. No one like to be put under that kind of initial stress only to be treated with indifference. Quite. You only get one chance to make a first impression, and for some the first impression is the last impression. Try to forgive and forget because it is a lot easier to do for this incident than say one that was humiliating or degrading (e.g., being denied boarding outright, even with a full refund later on). Link to comment Share on other sites More sharing options...
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