Compensation?

[lysolqn]

Is there any other sector of the travel industry where the buying public feels as much of an entitlement to "compensation" as exists in the cruise industry? On this and other boards I'm constantly reading posts from disappointed/angry passengers who think they're entitled to anything from a partial refund of their cruise fare to a free future cruise because of sometimes valid, but most times seemingly inconsequential issues.

[TPKeller]

This is a fair and potentially interesting question, as long as people don't get too heated in their replies.

 

I have a couple initial thoughts.

 

On a cruise, to a much greater extent than any other type of vacation, the customer is a complete captive to the vendor. If you are on a land based vacation, it may not be convenient, or even cheap, but you can pack your bags and go to another hotel, or if you are driving, even a different town or state. If you don't like a particular restaurant, well, just don't go back there any more. On a cruise, you are stuck with what you got. There are no choices, so the only way to fix an unacceptable, unfixable problem is to refund some of your cost.

 

Another factor may be that despite the fact that cruises are a good deal, considering all you get for the price, it is a rather hefty sum all totaled into one lump paid to a single vendor. Again, with other vacations, you pay for transportation, lodging, food, entertainment, souvenirs, to many different people. If you have a horrible experience with any of those segments, you may indeed get some sort of compensation, but nobody talks about that. If your eggs are ice cold for breakfast, for example, the restaurant may not charge you for that plate. That is compensation, and I expect it does happen, but it doesn't make the "news" here.

 

And finally... people expect it, because they do it! If the cruise line suddenly stopped offering compensation for any reason, I bet folks would eventually stop expecting to be compensated. Of course, they would complain about not being compensated, and from some of the stories you read, it would seem that in the cases that it does happen, it is justified.

 

The fine line that is hard to draw is between those who were actually inconvenienced sufficiently to be compensated, and those who just make noise, hoping for a free handout. I don't know that anyone not personally involved can reasonably make that call.

 

Just my thoughts,

 

Theron

[lysolqn]

Good points, Theron.

 

Perhaps another good one is the general feeling of "entitlement" that is becoming increasingly more pervasive in our culture.

[Nitemare]

We were at a Marriott for 2 nights in Southern California a few years ago . . . as were the members of teams in a softball tournament. In the middle of the first night of kids racing around the halls and slamming doors we were moved to the Concierge Floor. In the middle of the second night we were comped the room, as some of the teams had booked that floor, too.

 

It still wasn't worth the price we didn't pay for 2 nights of little or no sleep.

[bob278]

I agree, too. However, in the name of customer relations, sometimes the cruiselines go overboard. It is that uneven apporach that adds fuel to the fire; makes people want something and then jealous if someone else got a better deal.

 

For example, last year we were on the Rhapsody of the Seas for a Mardi Gras cruise. We were supposed to get into New Orleans the next-to-last night and over night there. There was a ship wreck at the mouth of the Mississippi and the river was closed. RCL took us to Gulfport and arranged bus transportation into New Orleans.

 

People started bitching about being compensated as soon as it was announced there was a potential problem, even before it was decided that we could not get into New Orleans. Eventually, even though RCL had absolutely nothing to do with the problem and went way out of their way to help (including contacting restaurants where passengers had made INDEPENDENT arrangements to see the parades), they offered $100 on-board credits for every cabin.

 

At the Crown & Anchor party a day later, a woman asked the captain why RCL didn't do more for the passengers who were so badly inconvenienced. He replied that he felt the cruise line was very fair in a situation that was totally out of its control and reminded her that 5 people were killed. He then asked her is she thought that perhaps they were inconvenienced just a bit more than she had been. The audience broke into applause and she quietly dropped out of sight.

 

But of course, stories about that compensation just makes other people think they deserve more, regardless of fault or actual harm. I must admit that even though I didn't feel compensation was warranted, I took it. Hey, I'm no fool. Besides, they got most of it back in the casino.

[Sky Sweet]

Is there any other sector of the travel industry where the buying public feels as much of an entitlement to "compensation" as exists in the cruise industry? On this and other boards I'm constantly reading posts from disappointed/angry passengers who think they're entitled to anything from a partial refund of their cruise fare to a free future cruise because of sometimes valid, but most times seemingly inconsequential issues.

 

That is very interesting question. A vacation at a land based beach resort during prime season, such the Hamptons, Cape Cod, Bermuda, often costs considerably more than a cruise. Yet, would anyone expect compensation from the resort hotel if it rained during their vacation and they were deprived of the beach days that they anticipated when they made their reservation?

[TWG_ag]

As we know live in the Wal-Mart world, where a customer can complain about anything and get something for their trouble, I am actually amazed that any company can stay in business. Of course anyone who understands the financial and ecomonic models of a business like cruising knows that the company builds into the pricing of their product, a cost for compensating claims. In that regard we should all claim some hardship or dissatisfaction to get our portion of the pool.

 

In ten cruises, I have had late port arrivals, changed inteneraries, bad meals and other misfortunes. I have never been upset at the cruise line because most of these events were beyond their control. Missed or late ports are often weather related and the captain has to make a safety call which he knows will irate hundreds of customers. The contract you accept with your purchased ticket gives them them right and authority to do that and yet customers still complain. This hardship is no different than booking a week in Florida and a hurricane forces you to leave. Who do you complain to there?

 

Food is another high complaint area. I have never had a cruise where every meal was Ruth Chris quality. At the same time at every meal I had the opportunity to complain, could have had the offending product replaced and I was give the opportunity to get the last word on my comment card.

 

I do not begrudge peoples right to complain, I just hope that they understand that their complaining and quest for compensation is one of cost factors that determines the price they pay.

 

In case you wondering if I have ever been compensated, yes I have. I wrote a letter to Celebrity to express my concern of non-enforcement of dress codes in the dining room three years ago. I asked them to enforce their own rules because they were becoming too lax in applying their standards. They sent back a reply with two coupons. I sent the coupons back and told them I only wanted the rules enforced. I think they are doing much better at that now and that is all I wanted.

 

So if you think you need redress, go for it. If you have been seriously harmed, I encourge you to file claims. Me I'm just on vacation and refuse to get too upset about these little things to worry about them.

[d5480]

I think there is a remarkable lack of complaining and request for compensation among the passengers that post responses on the Cruise Critic boards. Celebrity alone has almost one million replies and only an extremely small number are from unhappy people.

[Susan-M]

I think there is a remarkable lack of complaining and request for compensation among the passengers that post responses on the Cruise Critic boards. Celebrity alone has almost one million replies and only an extremely small number are from unhappy people.

 

Good point - it's important to keep things in perspective.

Unfortunately most of the complaints on CC aren't directed at a cruise line, but are directed at the few posters who have a complaint. Isn't it enough that long debates occur on a thread when the OP posts a concern or complaint, without starting up new threads to continue hashing over the topic of complaining?

[PeteMan]

I abhor the compensation culture that is around these days but I will ALWAYS complain if I feel that I have been let down. This is not exclusive to the cruise industry I would readily complain about flight delays, poor accomodation, bad food, poor service, etc.

 

I am actually surprised by the extremely low volume of complaints posted on this site!

[teedee]

Good points, Theron.

 

Perhaps another good one is the general feeling of "entitlement" that is becoming increasingly more pervasive in our culture.

 

Unfortunately I think this is correct. We have also become a very "sue happy" country where some people feel they should be compensated in some way for any little thing that may go wrong on a cruise. I was on the Century last September when the cruise was extended to 9 nights due to Hurricane Jeanne. Some people onboard were actually going to guest services and demanding compensation!! I was thrilled to have 2 extra free days on the ship! Celebrity did a fantastic job of re-scheduling the flights after the cruise, even for those of us who did not use the cruise line's air.

 

Terri

[geoherb]

I've never asked for compensation on a cruise. We've never had a problem that wasn't dealt with in a satisfactory manner.

 

I have received compensation a couple of times from hotels. One time was when a room leaked, getting some of our clothes wet (fortunately, just water and not something worse). The hotel cleaned our clothes and comped us for one night out of the four we stayed there. We also switched rooms.

 

Another time, it took us two hours to check in at an Adams Mark because of a Pop Warner football/cheerleading convention being held at the hotel and everyone apparently arriving about the same time. The front desk was woefully understaffed. I received comped parking for our stay after complaining. It wasn't much, but it at least let me know the management wanted to do something to make it better.

[Jeanne S]

 

 

 

On a cruise, to a much greater extent than any other type of vacation, the customer is a complete captive to the vendor. If you are on a land based vacation, it may not be convenient, or even cheap, but you can pack your bags and go to another hotel, or if you are driving, even a different town or state. If you don't like a particular restaurant, well, just don't go back there any more. On a cruise, you are stuck with what you got. There are no choices, so the only way to fix an unacceptable, unfixable problem is to refund some of your cost.

 

 

Theron

 

Carnival has a guarantee so that one does not feel as captive. If you are not satisfied with the cruise you may get off at the next port and be compnestated for the cruise. They refer to it as a "cruise guarantee." My response to that is what are you going to do in a forgeign port with no transportation or reservations for a hotel, nor any connections to return home. But at least they make some effort.

[d5480]

The cruise industry has made a policy of being very unsympathetic to the difficulties that passengers might have. They are not going to return your money for any reason, once the final payment date has passed. It is surprising to me that people do not complain more when the cruise line has difficulties. Before any one mentions travel insurance, I will remind you that the cruise line can have insurance also.

[Jeanne S]

That is very interesting question. A vacation at a land based beach resort during prime season, such the Hamptons, Cape Cod, Bermuda, often costs considerably more than a cruise. Yet, would anyone expect compensation from the resort hotel if it rained during their vacation and they were deprived of the beach days that they anticipated when they made their reservation?

 

It is because Bermuda is so very expensive to tour on a land based vacation as oppposed to say the Zenith which is only costing us $1000 with all taxes and Travel Guard Ins for the top cabin deck. We get the wonderful cusine of Michel Roux (one of the finest at sea or anywhere) and although one is nicked and dimed for everything, so is one on land. I wish it were all inclusive, but then I would of have to pay for this and do so gladly.

 

Crusing is a bargain in so many aspects. The only line I feel can be a rip off (but also has come great bargains) is Cunard, however, rates are based on supply and demand so passengers are paying it willingly.

 

 

Why so many passengers neglect to study their contract is really their loss as everything is stated clearly, even if one does require a magnifying glass. Whenever I hear, "But our TA (and I am not a TA) did not inform us." Travel Agents are just that - agents or salespeople and their aim is to make a sale so one needs to always bear this in mind as agents are engaged in this sale to make a living and are not required (just perhaps to tell you to read it) to explain every contract stipulation, such as:

 

1) Ports of Call are never guaranteed but are contingent on passenger safety and that of the ship. Storms Happen. You are not promised a Bermuda or Caribbean port and if sailing to Canada or nowhere is necessary for your safety, one needs keep in mind that itinerary's are not carved in stone.

 

2) The forum or state one can bring a lawsuit against the cruise line is not necessarily your home state, rather is spelled out in the contract and is usually Florida (Miami Dade County or Broward). If you bring suit you will have to hire a lawyer licensed to practice in that state and make your own arrangements to travel there in the event of any court appearances. Several years ago there was much discussion on CC in reagard to something that happended on a RCCL ship whereby lots of passengers may have had grounds for ligitation but were shocked and amazed they could not file suit in their home state. It does not matter where the cruise originated, the forum is spelled out in your contract.

 

3) The alcohol policy is usually clearly stated in regard to if and if so, what and/or how much liquor one may bring on board for consumption in one's stateroom. Corkage fees are stipulated or at least that they exist usually is. Yet passengers constantly are engaged in ways to smuggle liquor on board when informed any liquor purchased or otherwise brought on board will be kept in storage for the duration of the cruise then returned. It is as if the cruise line is interferring with their inalienable rights to do so. The cruise line needs to make a profit and liquor is one of the main ways to do so, yet we read about passengers who feel entitled to smuggle on a liter of gin to "keep costs down" as if it is a hardship to pay for drinks on board after having to pay for the cruise itself. or "We paid all this money the least they can do is cut us some slack and let us have a free bottle of booze, after all we pay for it."

[cruising with marti]

The cruise industry has made a policy of being very unsympathetic to the difficulties that passengers might have. They are not going to return your money for any reason, once the final payment date has passed. It is surprising to me that people do not complain more when the cruise line has difficulties. Before any one mentions travel insurance, I will remind you that the cruise line can have insurance also.

 

 

Gee, am I the only one who gets his money back, when I Complain loudly about all of the injustices I am subjected to while on a cruise???

 

 

phil

[Jeanne S]

Unfortunately I think this is correct. We have also become a very "sue happy" country where some people feel they should be compensated in some way for any little thing that may go wrong on a cruise. I was on the Century last September when the cruise was extended to 9 nights due to Hurricane Jeanne. Some people onboard were actually going to guest services and demanding compensation!! I was thrilled to have 2 extra free days on the ship! Celebrity did a fantastic job of re-scheduling the flights after the cruise, even for those of us who did not use the cruise line's air.

 

Terri

We were on the NCL Dawn June 2003 and our disembarkation day turned into another day at sea. A passenger needed to be taken to St Augustine Fla for Medical reasons and the ship lost time. So instead of arriving in NYC 8am, we arrived 5pm and after clearnace we off the ship at 7pm instead of 9am - we were thrilled as 10 hours had been added to the cruise. We were informed upon arising the last sea day and were allowed unlimited ship to shore phone calls from our stateroom the last sea day and embarkation day (some passengers were on the phone for hours) to anywhere to make needed arrangements. Yet some passengers complained loudly. I was able to call the limo company and change the times as were most people able to make changes. NCL took care of all flight arrrangements, even providing assistance for those making independennt connections. We had a great unexpected extra day at sea, yet some passengers were annouyed as if they were being held hostage by the Captain. The only negative was it was Fathers Day and we were not able to take Dad out for dinner. Dad however, was happy for us, understood and we made it up to him the following week. But others complained NCL "Ruined Father's Day" and what were they going to do to compensate.

[teedee]

Gee, am I the only one who gets his money back, when I Complain loudly about all of the injustices I am subjected to while on a cruise???

phil

 

Why no Phil, I get all my money back and an onboard credit for my next cruise, which is also free. Doesn't everyone?:D

Terri

[Bruin Steve]

There are some contractual rights in the travel business which are actionable and suggest some sort of compensation be awarded.

 

My sister once went on a 3-night Baja cruise with Norwegian on the old Southward...and the ship had engine problems...didn't even make it to Catalina, let alone Ensenada...They spent three nights floating around just off LA Harbor...The passengers were all upset and calling for some form of compensation...In their minds, they had paid for a cruise to Catalina and Ensenada, not a three night hotel stay in San Pedro...

 

Normally, they WOULD be entitled to compensation...They had not been given the benefit of their bargain...But the cruise line relies on its disclaimer that allows them to change itineraries or cancel ports...What they also rely on is that no one's going to hire a lawyer and challenge the disclaimer in court...in Miami...and, even with 1500 passengers on the ship, the dollar amounts still aren't worth the time for a lawyer to open a class action suit...

 

But the cruise line really got a windfall...They collected port charges, didn't use fuel...

 

And, if you think about it, it wasn't a hurricane or other uncontrollable "act of God", it was pure negligence--Engine Maintenance and Repair--something the cruise line IS responsible for...

 

Of course, the real problem is not acts of negligence where a law suiotreally COULD be justified, it's the morons who complain about little unactionable things and want a full refund...Like the poster once on this board who went on ranting that "he took a tape measure on board and measured his cabin and it was 7 square feet short of the 'advertised' cabin area"...and went on to rant thet this shortage of space "ruined his whole cruise"...

 

Now, once I got a small refund and a few onboard gifts from RCCL...

Two weeks prior to the sail date and AFTER we had paid in full, they somehow "lost" our reservation, rebooked the cabin and the ship was now "sold out"...Believe me, we were angry...

A few days later, they had a cancellation in an inside cabin and put us in that, rebating us a few hundred in cruise fare...and they gave us a complimentary package with Champagne, framed portrait and some other little extras...

 

Personally, for the hell they put us through, they should have compensated us far more than that...Yes, we got our cruise, but, ask yourself what the aggravation would be worth to you if you had arranged for vacation time from work, related travel plans, etc. and suddenly, for several days, just prior to sailing you have no cruise???

 

So yes, sometimes I can see why people expect some sort of compensation...However, it's a judgment call...Certainly, a lot of folks are just incredible...

[Bruin Steve]

Whoops...double post

[bostonnerd]

That is very interesting question. A vacation at a land based beach resort during prime season, such the Hamptons, Cape Cod, Bermuda, often costs considerably more than a cruise. Yet, would anyone expect compensation from the resort hotel if it rained during their vacation and they were deprived of the beach days that they anticipated when they made their reservation?

 

Living in the Boston area and having many friends who own vacation homes at the Cape, I can tell you that yes, renters actually do ask for a refund for bad weather!

[AFT_LOVER]

and RCCL had to move the staff to Wichita KS to keep phones open. Mobile homes in the parking lot staffed with folks. Then ships that could not return to port had to float in the Gulf overnight or upto 3 days & the folks received $100 a night onboard credit and 25% off future cruise. Do that math & see what the loss was & it was ACT OF GOD that an airline would not have to put you up, get you on another flight, or refund your money. Many travel insurance do not cover ACT OF GOD, so the trip is a total loss.

[Texed]

Do you give it to them? :)

[atb]

We have had a few incidents :eek: that we discussed with the cruise line (Princess), and did not expect any compensation - but would have been elated with some.

It's like the lottery - I would love to win the big one :D - but I'm not waiting up nights.

Too many days to cruise heaven.:(

[LMKohler]

We have had missed ports because of weather, etc. and other small things happen on our cruises, but generally we just forget about it.

 

However, on our Summit cruise two years ago we had booked an outside (window) stateroom on deck 3 for an 11 day cruise. The very first night -- we heard what sounded like water running all the time :( . We even tried headphones that night!! I did complain and asked them to check the drain on the deck above ours. Guest Relations commented that they had never had a complaint from that cabin in the past. The next day I asked Guest Relations to come and listen in our cabin and they did. I really didn't expect anything -- the ship was full. That afternoon we received a call that they were moving us to Deck 7 to a veranda and asked us to look at the cabin to see if it "was acceptable"!!!!! :D Then the stateroom attendants from Deck 3 and Deck 7 moved us and got us settled before the "formal" night festivities began. We were stunned by the response and didn't expect it. Needless to say the next 9 days were wonderful (it was our "first" veranda). That obviously is a form of "compensation".

 

I guess in the end this was a win-win situation for Celebrity -- because from that point forward we have always booked a veranda stateroom ;)

 

On this same cruise -- on our way to Costa Rica -- we were stopped at night and boarded by the Coast Guard and Navy and a supposed drug lord from Florida was removed. We were late getting to Costa Rica and then could not dock because of sea swells so the Captain made the decision to skip that port rather than risk passenger safety and damage to the ship. We didn't know any of this happened during the night and did wonder why we were so late getting to Costa Rica. As is Celebrity's custom, they made very few announcements as to what was going on. If I had a complaint, that was it. Some people were complaining about port charges, missed excursions, etc. We didn't. We got another sea day and they opened up the bars for us. We thought that was compensation enough for us.