How to Resolve Cruise Problems On-board
How to Resolve Cruise Problems On-board
How to Resolve Cruise Problems On-board
A cruise holiday is the most fantastic experience but in the highly unlikely event that you encounter a problem, or something doesn't match your expectations it's a good idea to know the best way to deal with it as you may not be able to contact your cruise agent back at home for advice. Cruisers who address shipboard problems in the most appropriate way are much more likely to achieve satisfactory results and continue with an enjoyable holiday. There are generally two types of complainers: those who take each event in their stride, patiently await a resolution and don't let it affect their time onboard, and those who add one complaint onto the next, escalating their outrage each time. Unfortunately, the second type of behaviour rarely achieves little more than ruining your cruise holiday and hard earned time off work this is never the best way to solve a problem.
A calm attitude is always the best approach, often neither the passenger or the staff member is at fault so shouting at the purser or whichever employee you are with is unfair, unhelpful and unproductive.
When addressing serious shipboard problems, remember that human nature is always a factor, as anyone who has worked in customer service will tell you. How quickly and effectively a problem is solved can be affected by the manner and tone of the complaint. Problems such as an accounting error in the final bill, or a room service meal that never arrives should be reported to the appropriate staff member as quickly as possible, in this case the Purser or Room Service Supervisor.
Most ship staff work exceptionally hard and long hours and genuinely want you to have the best possible holiday. If you give the ship's workers the impression that you take notice of them individually and appreciate the jobs they do personally, then they will work that much harder to please you. Their performance is measured through passenger feedback and it is important to them to achieve high quality standard comments on each and every cruise.
Getting your complaint to the right person, and at the right authority level is as important as how you state your complaint. Many people do not understand the complex staff hierarchy on cruise ships, and may think that making a comment to anyone on the ship is as good as speaking to the captain. But every worker is in a specific department and rarely knows what is happening outside their domain.
To help understand who to talk to it's important to recognise the different departments and their functions. Housekeeping will be responsible for p roblems with the cleanliness or functionality of your cabin and should be directed to your cabin steward first. Generally, explaining any issue to the staff member responsible will suffice, as staff genuinely want to please you and so, if they know something is wrong, will do their utmost to fix it. But if a day goes by and your problem still is not fixed, don't hesitate to talk to their supervisor, calmly explain the situation and rarely will any problem need to be taken higher than that.
For issues regarding restaurants and cuisine, for example, i f you have a question about your special diet or want to make a special dinner reservation, call the Maitre 'D. He is responsible for coordinating individuals' requests with the kitchen.
The spa is a separate entity on the ship, with a Spa Manager in charge of coordinating everything that happens between the spa and passengers. Call the spa directly for anything regarding the spa, including incorrect miscellaneous charges on your shipboard account.
For issues with onboard Children's Programmes you'll find most ships have a children's programme supervisor and you can call reception to get in touch with them.
Shore Excursions are a very busy department, and they are usually the only people who know what is happening in their department. Try to understand the rules regarding cancellations and changes well in advance of any bookings you make. If you must make changes, you generally have to work around their schedules, which means being in line 10 minutes before they open their desks if you want to resolve something quickly.
The primary job of the front desk is acting as the Purser for the ship. They track the money you spend on board, relying on all other departments to feed them information. If you need a problem resolved quickly, it is usually better to start with the source listed above. Many passengers try to fix everything through the front desk, which is generally possible; but they are acting as your proxy and may encounter more difficulties than if you start with the source yourself. You are the one who knows the situation, so if the Spa accidentally charged you for a bottle of shampoo you didn't order, fix it yourself or you might wait several days before the front office does.
Passengers will not always be satisfied with the results when they complain as we don't live in a perfect world. Nevertheless, the chances will be far better using the aforementioned tactics, approaching the issue with a calm and reasonable attitude towards the most suitable staff member, in a fashion that makes like a truly valued customer.
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