Best Comment Ever From A Crew Member

[PolicromaSol]

5 hours ago, cruiselvr04 said:

As a service employee I so want to tell it like it is….but I don’t.  My response would have simply been “I’m sorry but you need to go to the back of the line”. Repeat firmly as necessary.  
 

Yep, they should have gotten up early or skipped breakfast or whatever it was that made them late.  
 

Boarding Liberty recently in a suite we were told “. You’re late.  You should have been here on time”.  We arrived at maybe 11:15 for an 11:00 board time.  Grumpy older lady.  Not a good first impression.  DH and I just looked at each other.  The rest of the trip was great.  

 

Working tech support I feel the same. Sometimes you want to say something. But you don't. It's more of a hassle dealing with the blowback.

 

I try to be as self sufficient as possible with this kind of stuff so I am not ruining some employee's day. And I'm also the weirdo who drives the family to the ship port. (It's a great excuse to make the vacation longer. Wouldn't be realistic on some itineraries, but still...)

[ReneeFLL]

11 hours ago, poocher said:

…The proper course of action from a CS standpoint would have been to pass the person off to a supervisor/manager & let them have the conversation and make a decision.  

 

30 minutes ago, poocher said:

Actually that is EXACTLY what a manager is supposed to do, handle escalated customer service issues, freeing the CSR to keep the line moving….

What decision would the manager need to make? It’s simple. Go to the back of the line like everyone else and that’s what the crew member made her do. No need to involve the manager.

[poocher]

The crew member’s job is to keep the line moving.  When someone holds it up by arguing with said crew member, it is a managers job to deal with the disruption so the crew can continue to keep the line moving.  You see this as a black and white situation.  As a customer service manager, I know it’s all shades of gray. You may not know the whole story.  That’s what a manager determines.  The crew member was out of line telling the passenger she should have gotten up earlier.  Maybe you enjoyed hearing it but it is not how one speaks to a customer.  It could have turned into a very ugly situation requiring more than one manager to de-escalate.  

[3kidsncats]

41 minutes ago, poocher said:

The crew member’s job is to keep the line moving.  When someone holds it up by arguing with said crew member, it is a managers job to deal with the disruption so the crew can continue to keep the line moving.  You see this as a black and white situation.  As a customer service manager, I know it’s all shades of gray. You may not know the whole story.  That’s what a manager determines.  The crew member was out of line telling the passenger she should have gotten up earlier.  Maybe you enjoyed hearing it but it is not how one speaks to a customer.  It could have turned into a very ugly situation requiring more than one manager to de-escalate.  

The person wasn’t in line, and so the line was not being held up, as far as we can tell from what the OP stated.  The crew member was there to specifically prevent people from doing what this passenger was trying — line cutting.  While the comment was not professional, making the person go to the back of the line was — you might make one passenger happy by allowing the cutting, but you are going to make even more unhappy by being the ones who are following the rules while others are just let in in front of them.

[poocher]

I never suggested that the person be allowed to cut only that a manager be the one to make that decision not a crew member who would make such a rude comment.

[DaKahuna]

 Wow, I wonder what everyone thinks about passengers who sail in a suite getting escorted to the front of the line by the Suite Concierge?  Is that 'line cutting' or just expected as it is one of the suite benefits?

 

[3kidsncats]

12 minutes ago, poocher said:

I never suggested that the person be allowed to cut only that a manager be the one to make that decision not a crew member who would make such a rude comment.

But presumably it was a manager who assigned the crew member to be there, to direct people to the end of the line.  So not sure why a manager is needed to make a decision that seems to have already been made.  The end of the line is that way

[3kidsncats]

2 minutes ago, DaKahuna said:

 Wow, I wonder what everyone thinks about passengers who sail in a suite getting escorted to the front of the line by the Suite Concierge?  Is that 'line cutting' or just expected as it is one of the suite benefits?

 

It’s not cutting if it’s a perk included with your booking.  I’ve been in suites and had people direct comments towards us about cutting (even when we were just going to the suite waiting area for disembarkation). One time we got an earful on NCL when the crew member wouldn’t let people on one specific elevator that was reserved for Haven guests at embarkation.  I’ve also cruised plenty without any priority perks, and have zero problem with passengers escorted by the suite concierge being taken to the front.  It’s not cheap to travel in a suite, and no different at disembarkation than priority boarding for that same suite guest.  

[ReneeFLL]

7 minutes ago, DaKahuna said:

 Wow, I wonder what everyone thinks about passengers who sail in a suite getting escorted to the front of the line by the Suite Concierge?  Is that 'line cutting' or just expected as it is one of the suite benefits?

 

That’s a suite benefit that they pay for. 

[ReneeFLL]

2 hours ago, poocher said:

The crew member’s job is to keep the line moving.  When someone holds it up by arguing with said crew member, it is a managers job to deal with the disruption so the crew can continue to keep the line moving.  You see this as a black and white situation.  As a customer service manager, I know it’s all shades of gray. You may not know the whole story.  That’s what a manager determines.  The crew member was out of line telling the passenger she should have gotten up earlier.  Maybe you enjoyed hearing it but it is not how one speaks to a customer.  It could have turned into a very ugly situation requiring more than one manager to de-escalate.  

It only would have turned into an ugly situation if the passenger would have been even more entitled. I really don’t see the need to pull a manager into the situation since they are short on crew as it is. This would also be taking the manager away from probably bigger issues they need to dealing with. Sometimes things are black and white. They need to get their butt where it needs to be on time and there won’t be any problems. That or don’t book a flight so early to possibly save on money. 

[rudeney]

18 minutes ago, DaKahuna said:

 Wow, I wonder what everyone thinks about passengers who sail in a suite getting escorted to the front of the line by the Suite Concierge?  Is that 'line cutting' or just expected as it is one of the suite benefits?

 

 

My guess is that most people watching the suite passengers walk by them believe that this is line cutting, but if you told them that they, too, could do that if they paid a few more thousand for their room, they might say, "Um, no thanks," and calm down.  

[soremekun]

The attempted line cutter should have been wearing their Pinnacle pin.  

[DaKahuna]

1 hour ago, 3kidsncats said:

It’s not cutting if it’s a perk included with your booking.  I’ve been in suites and had people direct comments towards us about cutting (even when we were just going to the suite waiting area for disembarkation). One time we got an earful on NCL when the crew member wouldn’t let people on one specific elevator that was reserved for Haven guests at embarkation.  I’ve also cruised plenty without any priority perks, and have zero problem with passengers escorted by the suite concierge being taken to the front.  It’s not cheap to travel in a suite, and no different at disembarkation than priority boarding for that same suite guest.  

 

1 hour ago, ReneeFLL said:

That’s a suite benefit that they pay for. 

 

1 hour ago, rudeney said:

 

My guess is that most people watching the suite passengers walk by them believe that this is line cutting, but if you told them that they, too, could do that if they paid a few more thousand for their room, they might say, "Um, no thanks," and calm down.  

 

Thanks.  I have always wondered that both when no sailing in a suite and when sailing in a suite.  

 

I think Celebrity, unlike Royal Caribbean, at least on the Solstice class ships, makes it sort of covert since they simply walk you out the back door to Michael's Club/Retreat Lounge, onto the deck instead of through the ship and past the line of those waiting to disembark. 

 

 

[rudeney]

36 minutes ago, DaKahuna said:

Thanks.  I have always wondered that both when no sailing in a suite and when sailing in a suite.  

 

I think Celebrity, unlike Royal Caribbean, at least on the Solstice class ships, makes it sort of covert since they simply walk you out the back door to Michael's Club/Retreat Lounge, onto the deck instead of through the ship and past the line of those waiting to disembark. 

 

If you ever went to Walt Disney World back in the 1990's when their original Fastpass system was implemented, there were some near brawls.  People waiting in queues in the heat for an hour or more were getting very aggravated seeing others breezing by in the Fastpass line.  I was never sure if they were just too ignorant to read the signs and use the system for themselves, or if they were angry that Fastpass actually made the standby waits even longer.  Personally, I understood the system quite well and used it to my benefit, but regardless, when I found myself standing in a long queue and the Fastpass holders were skipping right ahead, I did feel a bit of resentment.  And that was despite the fact that I probably had a Fastpass in my pocket and I would soon use to skip the line on my next chosen attraction.  

 

I have not sailed in anything but a suite for the last 15+ years.  I don't want to act entitled, but I do pay a high premium for those few extra perks so I use and enjoy them.  It's probably not worth the extra cost over a nice balcony or even a JS, but once we sailed in our first suite, we were hooked and just can't go back to a regular room.  One of these days, we'll try Star Class, but that may have to be the last cruise we take because I can't afford too many of those rooms!

[3kidsncats]

51 minutes ago, DaKahuna said:

 

 

 

Thanks.  I have always wondered that both when no sailing in a suite and when sailing in a suite.  

 

I think Celebrity, unlike Royal Caribbean, at least on the Solstice class ships, makes it sort of covert since they simply walk you out the back door to Michael's Club/Retreat Lounge, onto the deck instead of through the ship and past the line of those waiting to disembark. 

 

 

I’ve experienced both discreet (via crew elevator and passageways 3x) and in your face exits (1x) — definitely prefer the discreet option.  

[Stealthdog]

2 hours ago, soremekun said:

The attempted line cutter should have been wearing their Pinnacle pin.  

 

I'm sorry, but this is the funniest thing I have seen all day.  Thank you for making my day. 🤣

[Eddie Wilson]

On 9/27/2022 at 3:20 PM, Another_Critic said:

The week prior (disembarked from the Voyager TA), we walked off about 9 AM.  No line.  🙂

 

Strange how it works that way.  We entered the line after 9 a.m. and it was snaking and 100 yards long.  Plus, we were a middle group number, the Scooner Bar was still SRO.

 

Our room attendant told us the TA was not close to capacity, and that our cruise was at full capacity, which I am sure accounts for some of the weekly difference.