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Bad cruise spawns web site, call for travel agents
Norwegian Cruise Line passengers, really mad about a December cruise on the Norwegian Sun, have launched a new web site. It's just one of a number of ways cruise passengers are going beyond checking "below expectations" on a cruise vacation survey to sound off.The new site, MyBadCruise.com, is simple and the message is clear. It tells of mechanical problems that ruined a cruise, what you can do to help, asks for "your stories" and has a place to check back for updates. Here's what they say it is all about:
"On December 4, 2010, a large group of travelers took off on one of Norwegian Cruise Line's (NCL) 6-night luxury cruises out of Port Canaveral, FL – having paid for a vacation to the beautiful islands of St. Maarten and St. Thomas, among other stops. According to the NCL website, passengers were assured that the Norwegian Sun cruise ship would provide everything they need to have their "perfect cruise vacation."
OK first thought: define "perfect".
Sure, that's an advertising line like "You're free to do...whatever!" the widely-used Norwegian Cruise Line slogan, but the ship did break down. It was no fault of the passengers who did not receive what is accepted as the normal and customary cruise experience. This sailing was no where near "perfect". The ship lost power in one engine, bypassing St Thomas and St Maarten, the two main ports of call on the voyage, then slowly sailed back to Florida on a modified itinerary.
The cruise line issued $100 onboard credit per cabin along with a future cruise credit equal to 30% of the price of the cruise. Passengers say that's not enough and want a full refund.
Odds are they probably won't all get a full refund. They did go on a cruise. The cruise line always has a right to modify itineraries (it's in the passenger contract no one reads). As foreign-flagged ships, cruise lines are not governed by consumer protection laws in place for US businesses.
But that does not have to be the end of the story for these people. Those who booked using a travel agent probably have a better chance of receiving more than the cruise line is offering.
Douglas Ward, author of "Berlitz Complete Guide to Cruising & Cruise Ships 2011," told the Associated Press that you're more likely to get help with a cruise problem if you booked through a travel agency and ask your agent to plead your case. "If you book your cruise online, it may be difficult to get compensation when things go wrong," he added.
Indeed, a good Expert-Agent would have given potential cruise buyers options. Those options would include lines other than Norwegian, pointed out the difference in lines, itineraries and ships noting that Norwegian Sun is an older ship along with their personal experience with the line.
In other words, it's pretty common knowledge in the travel agent community that Norwegian Sun is not exactly the crown jewel of the Norwegian fleet and clients frequently come back saying "I'll never sail that line again" or "That was the worst cruise ever". Any agent worth having would have suggested alternatives.
But it sure is cheap. $449 per person +tax will get you a ride on the November 5, 2011 sailing. Consumers are often blinded by low prices in a cruise world that is seeing prices on the rise.
Still, there is always some wiggle room in negotiations for a fair settlement when a cruise goes bad. A good Expert-Agent would have your back here.
Flickr photo by Suomi Star
Filed under: North America, Canada, United States, Consumer Activism, Travel Deals, Cruises, Caribbean
Reader Comments (Page 1 of 2)
Dennis Bonade Feb 2nd 2011 11:44AM
As a travel agent, I always encourage a shout out back at the cruise lines when they don't deliver on what we call the "cruise experience". I always get involved on behalf of my clients. I belong to a large consortia which also has affords me an edge over a smaller agencies as my home office will aslo go to bat for my clients.
But PLEASE, PLEASE, PLEASE!!!! Don't ever refer to Norwegian Cruise Line as a "Luxury Cruise"
Far from it. That said, Royal Caribbean, Celebrity, Princess, Holland America, Carnival, Costa, and MSC are all "Mass Market Cruise Companies"
The other thing I could never understand is why anyone would book direct with the cruise line. Half the time they have representatives that wouldn't know a cruise ship if sailed in their backyard! Not to mention they will always pay a much higher price 75% of the times and the other 25% of the time, we can offer the client onboard credit to spend on the cruise.
Also, when my clients book through me, all they have to do is pick their itinerary and cruise line and I'll arrange everything else. Their dining times, their show times, their alternative restaurant dining options... How is this possible you ask? I have an indepth profile on my clients. What food they link, hours of dining, medical conditions, emergency contacts, 24 hour phone hot line... The only help you get from the cruise line is, "Look it up on the web site" Just a warm and fuzzy feeling...
Boo Feb 2nd 2011 1:48PM
Yes but the savings usually is swallowed up by the fees you charge for your services. I tried to book once through and agent and my total trip almost doubled after the agent fees were added in.
lolast99 Feb 2nd 2011 2:46PM
Fortunately, I've never had a bad experience, and I have traveled on most of the cruise lines.
Trudi Feb 2nd 2011 7:56PM
I as a travel Agnent in business since 1990, do charge service fees to my clients for a cruise unless it is a major Group with a lot of extras added in.
Now this is how a travel agancy gets paid by the cruise line. Its built in to the same fare that you pay if you booked it your self. The commission goes to the cruise line and is not discounted back to you. So it's the cruise line that pays the agent.
The difference is we will be here for you from the time you book with us go and beyond your return . I have never heard of an agent charging for a cruise. Now if you book with Expeida, Orbits etc you may. These are most often order takers and not a true travel agent. If you have everything resolved for you. we do all the leg work and let you seat back .problems with those sites most often you will never get help you will be hung out to dry. Good travel agent will go to bat for you and try to get ose
Paul Leach Feb 2nd 2011 12:37PM
I have sailed extensively and have had mostly good experiences with Princess, Royal Caribbean and Celebrity. The best cruise line I have ever travelled and will travel again and again with is Azamara. They only sail out of Florida 1/2 of the year and with only one ship. They really know what it means to sail luxurously. Their ship the Quest is the best in almost every category, including personnel.
james russell Feb 2nd 2011 12:51PM
The ship is old and needs to be retired. The United States Navy mothballs ships after a certain time or sells them to foreign nations as surplus and lets them deal with the mechanical problems that develope over time. Cruise ships should be totally refitted after 15 years or sold for scrap. They crew evidently does not know how to deal with this type of mechanical problem. Fire them and hire someone else.
distantdrum Feb 2nd 2011 2:50PM
The ship is under 10 years old? What are you talking about?
yellowbird84 Feb 2nd 2011 3:52PM
True, but you get what you pay for. I'd rather cruise a little less often, save my money, and go on a GREAT cruise.....aka the Disney Dream this October :)
Jan Knight Feb 2nd 2011 1:39PM
The worse cruise I was ever on was on Celebrity from Florida, through the Panama Canal to San Diego. We had to wait on the dock for hours to board, practically got strip searched to make sure we had no booze, were late leaving which gave us less time at the first port, dinner reservations were a real mess, had a flood on our floor which meant no water or dirty water, air conditioner didn't work in our room, had engine problems which meant we were late at another port (again less time spent on shore). It just kept getting worse and worse. Holland America is the way to go.
jim Feb 2nd 2011 1:42PM
see AMERICA first. Land of the free Home of the brave.
TJ Feb 2nd 2011 2:35PM
I'd love to see more of America, but unfortunately the only cruises inside America are ridiculously priced river cruises in the Northwest. The Delta Queen boat cruises were far better than any ocean cruise I've taken, but alas, they no longer exist.
Boo Feb 2nd 2011 1:52PM
I sailed once to the Bahamas and got a " good deal". We were going to Freeport and when we arrived, it was 9pm and everything was closed. Two hours later they wanted us back on board to head back to Florida.
Basically we paid to take a round trip to nowhere.
I cannot complain though as it was a 3 day 2 night cruise for $49. ( The ship was being remodeled and instead of sitting in port they sold cheap tickets to Hospitality workers in Florida )
MetalFrank666 Feb 2nd 2011 2:01PM
I was on Royal Caribbean's "Adventure of the Seas" when they were filming an episode of "America's Next Top Model". They closed off HUGE sections of the ship to cater to the ##### on the deck, and THOUSANDS of people lodged complaints. When I saw the episode on TV, there was only two minutes of footage involving the ship, yet we had to tolerate being crapped on for an entire week. Many people had to eat standing up, because they closed off hundreds of seats for the 36 girls on the show.
Bill Feb 2nd 2011 2:35PM
Our last cruise was on NCL a few months ago out of New Orleans, everything sucked, nothing in the room worked, the room was filthy, the crew was rude, arrogant, non-yeilding and challanging. Call me funny, but I find this behavior totally unacceptable, and they have the attitude that the ship is for their use, (pakistani's male crew dominating a entire night club) If NCL can't control their ship I can control who I sail with....NCL your OUT for me, and sounds like your sinking.
distantdrum Feb 2nd 2011 2:50PM
I've sailed NCL many times. What you described is impossible. For whatever reason, you seem to want to damage the reputation of a decent cruise line. Liars like you make me sick.
Observer Feb 2nd 2011 2:29PM
I sue them in Pennsylvania at the Justice of the Peace Court. It costs about $75, Jurisdiction is gained because one of the parties was in PA when we made the contract over the internet (ME!) (or at least its an issue the JP must decide at the hearing) We have a little court rule in PA. A Corporation must (and can only) appear at the hearing and answer by (1) an officer of the corp, or (2) a PA licensed attorney. No one appears? Default for full claim - i.e. whatever I asked for. File the judgement - better not send a vessel to the port here, I'll seize it! They appear and challenge? (Pay the PA attorney or fly in the Corporate Officer!) The JP gives a verdict, maybe I lose and I'm out $75 but the story is the local paper the next day (bad publicity for them)! Maybe the JP see it my way, contract of adhesion - throws it out. The Corporation wants to appeal? Fine, pay the judgement and appeal costs and CONTINUE to the pay the local attorney. Needless to say, on the day before the hearing I usually get a request to continue the case (denied) and then some quick settlements negotiations! Justice is served. All you have to do is go to the JP and ask the clerk what to do and not give up!.
distantdrum Feb 2nd 2011 2:51PM
They got money to spend, and an offer for a third off on a future cruise .. and of course they aren't satisfied with that. They would rather bad mouth the cruise line, hoping maybe to extort more money from them I suppose. I have cruised on Norwegian several times. All trips were fantastic. If we had experienced the same problems that these cry babies reported, I am sure we would have been happy to accept what we were given as compensation and chalked it up to the fact that sometimes thing aren't perfect .. such as in life. I wonder if these people sue themselves when they run out of gas in their car, or get a flat tire.
qq4lbfm Feb 2nd 2011 2:39PM
I am already so tired of the phrase "I've got your back". Nobody has "my back", whatever that is supposed to mean. I first heard that phrase about 15 years ago and thought it was stupid then. It disappeared for a long time and now some idiots have resurrected it. As a journalist I'd think they would have a better vocabulary.
Susan Feb 2nd 2011 2:51PM
I will never go on Carnival again. Good deal? Not so much. Due to a health change with one of our family members, we had to change our itinerary to a shorter cruise. Paid more money for the privilege. Being on board was a joke-couldn't find a decent place to sit near the only pool because of the hundreds of kids on there. The buffet lines were ridiculous and when you finally got near the food, all that was left were warm cold items and cold hot items. Slick flooring near the buffet sent a couple of people tumbling, the elevators only worked about half the time and then only half the elevators so people were constantly crowded in front of the doors trying to get on. Rude personnel when I tried to set right a mistake in our dinner seating and the list goes on. Never again. They had the nerve to send my husband a "fantastic offer" and I told him there is NO WAY! And don't even get me started on things like "The Hairiest chest contest" . Trash!
Elite Travel Planners Feb 2nd 2011 3:01PM
I am a Travel Planner who truly cares about his clients, ensurung that they receive the best rate available while providing them with the personalized service that they expect and deserve. My loyalty lies with my clients, not with whichever Cruise Line or Tour Operator is offering the highest commissions. If a client (rarely) has a valid concern with their cruise, resort, etc, I am able to speak directly with the District Sales Managers, Hotel or Resort General Managers and whomever it takes to seek compensation for my client.
Even if the Cruise Line is offering the same rate as I am, a Cruise Line agent will not work with you as you pre register for your cruise, share detailed information about excursions, or be there for you 24 / 7 as I am for my clients. As someone (above) mentioned, in addition to the same or better rate, a good Travel Planner will add value to their client's cruise vacation with onboard credits, gifts, complimentary transfers, and more...
I also will print and mail all E Documents and confirmations to my clients, where many agents will have their "clients" retreive e mails here and there, hopefully having all necessary travel information when they leave their homes.
A good Travel Planner doesn't have to (usually) charge a "service" or "processing" fee for their services since Cruise Lines, Hotels and Tour Operators pay commissions. If necessary, a small ($20 or so...) fee may be charged to book a domestic airline ticket and possibly a bit more for customized itinerary planning where little commission is earned. It sounds as if the person above who paid "double" by using an agent did not use the correct agent!
http://www.elitetravelplanners.com