While every aspect of a cruise is carefully planned to deliver a terrific passenger experience, there’s always the possibility that something may go wrong. We hope you never have a cruise complaint, but if you do, here are some steps you can take.
Talk to someone about your complaint while you’re still on the
ship. Don’t wait until later to write an email or letter of complaint to the
cruise line. Instead, allow the crew to improve your cruise
experience while it’s happening.
Take your complaint to the right crew member. This usually is
not the cruise director, whose job is to manage onboard entertainment and
activities, but not to manage complaints. To find the right crew member, visit
the passenger service desk, briefly describe your complaint, and ask who you
should speak with.
Talk about the specifics and details of your complaint. When
you talk with crew members who can help you, provide as much detail as you can.
The goal of the cruise line and the crew is to give you a great cruise
experience, and providing details about your complaint will give them a better
chance to make things right. Many valid complaints – such as a cabin that isn’t
cleaned by the time you return from a shore excursion, air conditioning that
doesn’t work well, or slow service in a bar or restaurant – can be quickly
fixed once they’re brought to the crew’s attention.
But, some things that you may find unsatisfactory may not be easy
to fix. Examples include your view being blocked by another ship while in port,
or a port call being cancelled due to dangerous weather. These issues are due
to circumstances that are beyond the crew’s control.
And, things that simply don’t align with your personal preferences
– such as your cabin’s floor plan or the juice selection at the breakfast buffet
– may also be difficult for the crew to change. But, crew members want to help
and will do what they can to make you a happy and satisfied guest.
No one can guarantee a problem-free cruise, but there are
steps you can take before you cruise to minimize any chance of complaints.
These include taking care to choose a cruise line, ship, destination, itinerary,
cabin, and shore excursions that you’ll truly enjoy. Anita, your professional
travel advisor, can help you research your cruise options and choose those that
fit you best.
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