If you know me, you know I adore cruising, but in reality, just like anything else in life, sometimes things go wrong. If you've cruised before, you have probably encountered some times when things just weren't as perfect as your IG pics suggested they were.
What NOT to do if you have a problem while on your cruise.
Your first instinct may be to go to social media to post photos and complaints to your cruise's Facebook page (yes, this happens!). Remember that your complaints are best dealt with on the ship itself. Doing this might make you feel better in the moment, but it's not an effective route. In fact, you may just end up extra agitated.
Minor Complaints
Although your problem may seem difficult at the time, most issues on cruises can be solved rather easily. Small problems are almost always fixable. A good attitude to have while boarding your ship would be to remember how hard you worked to take this cruise, how much you deserve this cruise, and that you're not going to be bothered by little things. You more than deserve the relaxation! For example: Don't care for a particular dish? Order something else. Not crazy about the entertainment that night? There's another one tomorrow! Since cruise lines genuinely want your experience to be great, bringing up minor issues that warrant their attention isn't a bad thing.
Bigger Complaints
Sometimes, however, issues are bigger. Missing cruise ports or major problems with cabins or overall "bad" serivce are some of those bigger issues.
What NOT To Do:
- Don't yell and insult
- Don't brag about your loyalty level for all the guests to hear
- Don't post first on social media
How to Handle a Complaint on a Cruise and Get Results
Let the cruise ship staff know about the problem. It may seem obvious, but if they aren't aware of any problems, they can't fix anything. If you're upset because your cabin AC isn't cold enough or your TV isn't working, the problem cannot be resolved if no one knows there's an issue. Grab your cabin steward or run over to guest services if something isn't working properly. They will most likely have the issue resolved quickly, and you'll be happier!
Be polite and respectful. No matter the situation, remember to be as polite as possible when voicing your concerns. The nicer you are increases the likelihood the person you're speaking to will want to help. Also, keep in mind that ship staff work realy hard and long hours.
Allow staff the opportunity to make it right. If you've cruised before, then you know that any staff member that works directly with guests goes above and beyond to do a good job for you and to make sure you're happy. If you do encounter a problem, bring it up with the person directly involved, if possible, and allow them the chance to make it right. For example, if your cabin steward didn't leave fresh towels, or you have any other housekeeping issue, try to speak to them directly. You can usually find them in your hallway, and if not, you can contact housekeeping from your cabin phone.
Follow the chain of command. If your problem persists or if you don't feel comfortable speaking directly to the staff member involved, speak to a supervisor. For example, if your waiter isn't attentive or is making mistakes and the service isn't great, speak with the Maitre D. They know which staff members are new and may need some extra training, and those who are receiving regular complaints. Let them fix it, if need be, by moving your table the next day, or by changing up the wait staff.
Go to Guest Services. Problems that aren't as easily resolved should be brought up with Guest Services. They will usually hear you out, and if they cannot help you right away, and it isn't an urgent issue, they will often ask you to write your complaint on a card.
Follow up and escalate if need be. In a perfect world, upon resolution of an issue, you hear something back, but this doesn't always happen. Do keep in mind that staff can be very busy, and to not take this personally. The following day, go back to Guest Services and ask about the resolution to your issue. Either the problem will be fixed, or they will offer a resolution. You may ask to speak with a supervisor or management. Be persistent and let them know you would like this resolved as soon as possible.
Ask for what you want. While compensation shouldn't be expected for every issue, especially ones that have been resolved, sometimes cruise passengers feel it is warranted. If you do feel compensation is fair, be prepared to say it, especially when you've asked for your issue to be escalated to management. If you feel that a change to your cabin, or monetary compenstation such as onboard credit is reasonable, go ahead and ask!
Harder to solve issues. More often than not, 99% of issues and complaints can be resolved on the ship. Don't wait until you get home to bring them up. The exception to this would be any problems that aren't solved to your satisfaction on the ship. These are likely bigger issues and are probably out of their hands. Beware that petty complaints, or ones that are too general, probably will not be taken seriously. Same with asking for overly-generous compensation.
Missing a port on your cruise. Unfortunately, ports as missed, mostly due to weather related issues. Although it can be very disappointing, this is one of the risks of cruising. If there is a storm at sea and the ship can avoid going near it, it's better and safer for everyone. This is actually contained within the fine print of your cruise contract, that there is no guarantee the ship will be able to stop at every port, and the itinerary may be changed. While this doesn't happen often, itinerary changes can be common during Hurricane Season. If this does happen, try to be understanding that the cruise line and the Captain are making decisions that keep passengers, crew, and the ship out of harm's way.
Contact your travel agent and/or write a letter to a corporate email. If you really believe that there are things that should have been addressed better on board, or you think some form of compensation should have been offered, but wasn't, write a letter. Compensation is at the discretion of the cruise line, however passengers have reported that there are times when a cruise line will offer compensation in the form of a partial refund, a future cruise credit, or a percentage off a future cruise. Your travel agent will have an email contact to send it to, and alternatively you can call the cruise line for information. You will want to have documented your complaints and issues while on the ship, and be sure to include those in your email. Also remember to include your names, reservation number, sail date, and cruise ship.
In Conclusion If you have a complaint on a cruise, remember to bring it to the attention of staff and crew while on your cruise. Small issues can usually be resolved easily, and bigger problems have a greater chance of being resolved if you follow the proper steps. Happy Cruising! @travelagentdebi
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