How To Address Problems on Board

[Host Walt]

Here's a link to an article in today's LA Times that is quite helpful:

(click)Unhappy at sea? Know how, when to complain (http://www.latimes.com/travel/la-tr-cruise16jan16,1,3701037.column?coll=la-travel-headlines)


A very brief outline of the rather lengthy article:


Knowing how to handle common problems on a cruise can make the difference between an enjoyable trip and a ruined vacation. Among the suggestions:

Speak up immediately when there's a problem

How you complain is important. "Be reasonable"

Contact the right person.


For complaints about any tour you booked with the line, go to the shore excursion desk.

In the dining room, if your food is cold or your steak isn't cooked as ordered, tell your waiter.

If you don't get satisfaction from other sources go to the top — the hotel manager, not the captain.

For the most effective communication, Sbarsky suggests, "Write the problem in a note and put it in an envelope addressed with the name of the hotel manager and marked 'personal and confidential.' Give it to the front desk. That will get his attention."

If you return home dissatisfied, you can write to the cruise line's customer service/relations department.

"It's important before you start the complaint process to have in mind what you think is a fair resolution

Get your travel agent involved in the complaint process

Most major cruise lines are members of the American Society of Travel Agents, which has a consumer affairs department to mediate complaints with its members. For tips, go online to its consumer travel website, http://www.travelsense.org (http://www.travelsense.org/) , and click on "Consumer Info" and then "Travel Complaints."

The article concludes, "A cruise passenger's legal rights are minimal"

[Sierrachik]

Here's a link to an article in today's LA Times that is quite helpful:

(click)Unhappy at sea? Know how, when to complain (http://if%20you%20return%20home%20dissatisfied,%20you%20c an%20write%20to%20the%20cruise%20line's%20customer %20service/relations%20department.%20The%20lines%20will%20tak e%20your%20complaints%20more%20seriously%20if%20yo u%20first%20tried%20to%20resolve%20the%20issue%20w hile%20aboard,%20Sbarsky%20says.)


A very brief outline of the rather lengthy article:




Hi Walt, thanks for posting the summary. I tried to click the link but it would not work, I'll try going directly to the LA Times site.

[tomc]

How you complain is important. "Be reasonable."

I've found that this, in addition to being (and staying) friendly and helpful, will get you further than fist-banging.

[Host Walt]

I corrected the link. It should work now:

Unhappy at sea? Know how, when to complain (http://www.latimes.com/travel/la-tr-cruise16jan16,1,3701037.column?coll=la-travel-headlines)

[Cristiano]

I have found that in general it always pays to be diplomatic when a problem arises and to see if that problem can be sorted out amicably......it should be remembered that the problem that you are complaining about normally has not been caused by the person that you are addressing...and as the old adage says...if at 1st you don’t succeed then try try again.......however if it still does not work then go to the top of the chain as the anchor at the end is very heavy!!!!:eek: .



Cristiano.

[Ziggy7]

Thanks Host Walt for sharing this, I always knew you get more honey with sugar than vinegar :)

[ruthiegirl]

Thanks Walt being in the profession of helping people with their complaints my husband knows that people to people works better than trying to slay a giant