Does it Ever Bother You?

[sail7seas]

I've been noticing so much that people with complaints aboard seem more eager to get the "reward" of COMPENSATION. While that is one of my least favorite words, it seems to be the prize/reward/goal of some cruisers who almost hope something will be less than perfect on their cruise so they can make a sweetly worded, oh so tiny request for whatever they think to be enough to repair their injury?

I'm sorry for sarcasm but it really irks me sometimes to get the impression (and maybe I am wrong) but I sense they really are not looking for the situation to be made better; they are looking for something back. They paid for their cruise and it darn well better not have a single glitch or they are going to chew someone out for it. They want refunds; they want to get their cruise for an even LOWER price.

Isn't the goal to have the best cruise possible? Have the most fun? Enjoy in the ways you like best?

If something is irritating you or not up to your expectation, SPEAK UP immediately. Don't wait until the last day to demand compensation...... speak with the Dining Room Manager if the dining room is where you are having an issue. Speak with Housekeeping Supervisor or Chief Housekeeper if your cabin is not being cleaned well. Speak with Guest Relations Manager....... Speak with someone as soon as the issue arises and hopefully you will have the situation corrected so you can enjoy your cruise.

Why in the world would someone wait until last day to speak up unless their real goal is a 'gimme'?

I ABSOLUTELY KNOW I will be lamblasted for this but, so sorry..... It is something I wish to discuss. It is a common situation and has gone on for years and I still don't get why ships go out of their way to placate and pat these complainers of minor, silly situation they did nothing to address early in the cruise. I find it ludicrous they have created this pattern of handing out 'gimmes' to the complainter.

THIS DOES NOT APPLY TO THE REAL SITUATIONS of plumbing that doesn't work, air conditioning in the Caribbean..... things we all acknowledge as legitimate and real discomforts. I'd be the first one hollering if our Air conditioning didn't work.

Does anyone else ever feel that way after hearing how horrible HAL treated them?

[aliaschief]

No flames here as we have been witness to several who appear in making this a habitual event on cruises.

[piscesgal223]

I know *exactly* what Sail is taking about..I'll just leave it at that.

[LAFFNVEGAS]

Unfortunately it is a sign of these Economic Times we all live in and no matter what country we reside in most are facing a deline in their financial situation. Sadly I have known people that what ever they do they look for a problem so they can get something back :(
The last several years as brought the worse out in many people.

Thankfully cruising is still a great value but on the reverse side sadly it is a great value because it brings out those who badly want a vacation but really cannot afford it so they are constantly looking for ways to get money back.

I unfortunately do not see this going away and sadly even cruise lines such as Crystal and Regent are having the same things happening.

[sail7seas]

Heavy sigh.......

[Darchie]

I agree with Sail too. This phenomenon is petty and sours the stomach. Little issues that can be quickly resolved with the right attitude are NO reason to demand compensation for an otherwise great vacation.

[CowPrincess]

I'm with you, Sail. Yes, people experience real problems that need to be addressed and compensated, but then there are others who seem to want to "get one over" on HAL.

For example, if a cruise I have booked waaaaaaaaaaaaaaaaaaay in the future is chartered, I'm annoyed and I take it personally. :) But there is NO WAY I should get anything beyond the actual COST TO ME of the change. If I had airfare booked, or a nonrefundable hotel, I'd sure expect reimbursement, but beyond that? Nope. Nothing. Yes, I may have put in hours of planning, but that was for MY benefit.

I agree that there are people who spend time looking for "deficiencies" in order to get their "reward" :rolleyes:

It bothers me, too, that cruise lines do the "here's your credit/money/spiff -- please go away" routine. That simply encourages bad behaviour, IMHO. And can reduce the importance of legitimate complaints (e.g., no hot water, no A/C, bad plumbing, surly staff).

[dewong2008]

I have not cruised as much as many of you, however I have been on about 10 or so cruises. Some with Princess, some with RCL and most with Holland America.

Some of those cruises have been full of complainers, some just full of really nice people. I agree, if something is wrong - have it fixed immediately or be quiet about it.

As you say, some issues such as plumbing and A/C can be ongoing. However, given all my days at sea, I have only ever found one employee I really needed to complain about and I did so immediately. Not looking for compensation, but wanting to know that she would be corrected. That was the end of it, although, I did add it to my comment card at the end along with the comment that I was happy with the way it was dealt with.

I think that people go on these cruises expecting perfection. They forget that ships are large machines that sometimes break down. Repairs are made the best that they can while at sea. People also tend to forget that the staff, like the people complaining, are human. All humans make mistakes, have bad days and I do not know a single person that has not said something they wish unsaid when they are having a bad time.

I have, in the past, worked in many facets of the hospitality industry. Yes, the customer is always supposed to be right and yes, the waitress, front desk clerk, black jack dealer, etc. are always supposed to be happy and friendly. But they are all people and if we remember that we, ourselves, are not perfect, perhaps it would be better.

Having said that, we all know that human nature being what it is, there will always be people like this in any public venue that you attend. It is a sad commentary on society, but it is the way it is and unlikely to change.

[Jo-Bob]

Maybe I can add something here that may have some bearing, realizing it's not completely addressing the points/concern that S7S is speaking of.

I know that when things aren't exactly 'perfect' with, for example, the housekeeping of my cabin.....I usually don't complain while on board to anyone other than the steward, and if I do have to speak with them, I try to do so in the friendliest and most polite manner. The matter is usually quickly resolved and I believe the steward appreciates that I worked it out with him, and not his boss. I've been lucky in that is usually the end of it, and no further action is required. And I can honestly say there has been nothing extreme that required any major action.....other than the sofa bed being turned the 'wrong way' over and over:confused:. I had to show the steward one time how I thought it should be turned, in order to have some actual padding......he laughed, apologized and made it 'my way'. But....the next night, same thing. And the next:D

But I do think it speaks to a lack of confidence, perhaps, on the part of the folks who won't address an issue while on board, but come back all puffed- up and indignant, that things weren't perfect. I hate having potential conflict....thankfully, there has been so very little. But I wonder if that's part of it? That pax are just too afraid to deal with something at the time, but in ruminating over it after the fact really feel they've been wronged somehow. Some accountability is certainly in order, and perhaps that's the bigger issue? We all must assume some accountability in the experiences we choose for ourselves. If you say nothing, you really are foolish to expect that anyone can read your mind. Hope this made sense!

[3rdGenCunarder]

This "what are you going to give me?" attitude annoys me, too. Airlines never give compensation beyond what they are legally required to do, and people sure have more legitimate complaints about air travel.

I don't know why the cruise industry is so quick to give compensation, but there are definitely people who take advantage of this. It's a form of extortion, IMO.

When friends sailed NCL to Bermuda 6 or 7 years ago, their ship lost power for a few hours while they were docked in St Georges. I don't know how bad it was--probably minimal lights, maybe no AC, possibly no power toilets. But most people were ashore when it happened. Despite this, our friends said there was a near-riot of people at the pursers' desk DEMANDING OBCs or other "compensation" for the problem.

[sail7seas]

I'm so happy I am not the only one who has observed this and become disturbed about it.

I've thought about this for a while and decided to take the chance and post it as I really wanted opinions.
Thank you.

[babyher]

Sail you couldn't have said it better. And not just on cruises ....all over.

"I have been wronged ....what are you going to give me for it ?"

[eh2zed]

Sail is correct and Lisa has the explanation. We have become an entitled society. Many don't take any responsibility; its always someone elses fault. We have become over litigious and over entitled.

[surfsidemary]

Unfortunately it is a sign of these Economic Times we all live in and no matter what country we reside in most are facing a deline in their financial situation. Sadly I have known people that what ever they do they look for a problem so they can get something back :(
The last several years as brought the worse out in many people.

Thankfully cruising is still a great value but on the reverse side sadly it is a great value because it brings out those who badly want a vacation but really cannot afford it so they are constantly looking for ways to get money back.

I unfortunately do not see this going away and sadly even cruise lines such as Crystal and Regent are having the same things happening.

I don't think it's necessarily a sign of the economic times, but simply a sign of the times. During the late 20th Century, we developed some character weaknesses that I don't see in earlier generations.

I have been doing some genealogy research lately and what I have found is that rich or poor, in different countries/cultures, highly educated or not at all, my ancestors did not appear to have any sense of entitlement. They knew the difference between "want" and "need." The motto appears to have been "When the going gets tough, the tough get going." And believe me, those people had rough times we have never even imagined!

[kazu]

have to agree - there is such a 'what are you going to give me for it' attitude by some of our society. it is really, really sad.

if you're unhappy or have an issue, then address it. Get it fixed, carry on and have a good time. Who wants to ruin a trip by letting something fester?

Unfortunately I have seen it too. not by everyone, but definitely by some:(

[Jo-Bob]

I think I need to be more clear:

Personal accountability: Good
Deal with problems as they arrise: Appropriate
Demanding compensation for minor issues: Sad, and unfortunately, typically frequent. Says a lot about the way humanity is evolving.(or not :()

[English_in_Spain]

I also agree with what is being said here.

I find it happens in lots of places now, not just cruises. 'Compensation' seems to be what most people want nowadays.

I also agree that if something is wrong on a cruise then speak up. Talk to the person/people involved in the first instance. If that does not solve it then go to their supervisor. But, do this with the intention of having things put right and not what can you get out of it. Also, don't bang your fists and shout angrily. You are more likely to get things resolved if you go about it in a calm and controlled way.

Also, when things are resolved it is a good idea to say "thank you for sorting that for me".

[Sophiebaby]

Sail, I agree completely. I will never forget the passenger on my recent Rotterdam cruise who actually "hurled" a plate of chocolates that had been sent to his cabin at one of the people working at the Front Desk! Apparently, he and his wife had issues with an A/C problem in their cabin, it was still not fixed to their satisfaction (which was entirely possible), and HAL had sent a tray of chocolates to them since they were inconvenienced. To hurl a plate of chocolates at a staff member who has nothing to do with fixing the A/C is inexcusable. I was stunned, the Front Desk Staff was stunned, and I could not understand why he did not sit down and follow up with the Customer Relations Representative or Hotel Manager. I wonder how the passenger treats his auto mechanic or doctor's office staff! Bravo, Sail. Things go wrong on any moving vehicle, including a ship. Blaming people who can't fix the problem is inexcusable. :mad:

[3rdGenCunarder]

I also agree with what is being said here.

I find it happens in lots of places now, not just cruises. 'Compensation' seems to be what most people want nowadays.

I also agree that if something is wrong on a cruise then speak up. Talk to the person/people involved in the first instance. If that does not solve it then go to their supervisor. But, do this with the intention of having things put right and not what can you get out of it. Also, don't bang your fists and shout angrily. You are more likely to get things resolved if you go about it in a calm and controlled way.

Also, when things are resolved it is a good idea to say "thank you for sorting that for me".

Yes! It makes the person you dealt with more willing to help the next person with a problem. When I was a little kid, I watched a TV show whose host always said the "magic words" were please and thank you.

In any business, things can go wrong. It's how problems are handled that separates good management from bad management.

[the2ofus]

I think some of the complainers and agitators may also be people who are not comfortable with direct confrontation, so let a problem fester and annoy them through a whole cruise. Then they write letters, come on the CC boards and complain, which makes them feel better.

Or they just enjoy being the "poor me, everything happens to me" victim so need to find a reason to complain.

Usually these folks don't seek compensation though, they just want an audience so they come to CC and stir things up for a while.

[Sea42]

While I completely agree with the theory of dealing with issues as they arise I think sometimes people don't want to spend their vacation time sorting out problems. I'm not talking about a quick word to someone to get an issue resolved. I'm talking about some of the people who have posted on CC of how much time they had to put in to get a situation straighten out. Multiple phone calls, standing in line at the front desk etc.. I don't think I would want to spend my holiday in that way and in those cases I might just give up and write a letter at the end of my cruise addressing those issues. OK possible exception of a broken toilet!!

[Essiesmom]

And these people do not realize that when they open a complaint with a cruise line, and are not satisfied with the resolution, they go on a list, which is watched when they cruise. Enough complaints and they are invited not to cruise with that line, or family of lines. EM

[the2ofus]

Had a funny thing happen this week. Recently I enjoyed a river cruise with a line which touts itself as fairly upscale, and on their newest ship. The experience really was very good. On the eval. form overall I gave high ratings with a couple of minor exceptions. I then sent an e-mail outlining areas the might need tweaking and my suggestions for doing so. I worked as a manager in a service field for many years and always appreciated comments that helped improve my business, so I do this. I expected no response.

Yesterday, I received a very gracious reply and, much to my surprise, an apology that everything was not perfect and an offer of on-board credit if we choose to cruise with them again. I'm kind of embarrassed.

[3rdGenCunarder]

Had a funny thing happen this week. Recently I enjoyed a river cruise with a line which touts itself as fairly upscale, and on their newest ship. The experience really was very good. On the eval. form overall I gave high ratings with a couple of minor exceptions. I then sent an e-mail outlining areas the might need tweaking and my suggestions for doing so. I worked as a manager in a service field for many years and always appreciated comments that helped improve my business, so I do this. I expected no response.

Yesterday, I received a very gracious reply and, much to my surprise, an apology that everything was not perfect and an offer of on-board credit if we choose to cruise with them again. I'm kind of embarrassed.

Your river cruise was Uniworld? Glad to hear they were so responsive. We liked them, too. Want to do more, but other things get in line ahead of them, like HAL finally going back to Bermuda, a great price on HAL to Alaska, etc. And if by the circumnavigation of Australia you mean the QM2 trip this winter, that's another thing getting in the way of another river cruise.

[Grandma Gilly]

Just part of this awful 'compensation culture' that is rife today. Had an accident or incident-how could it have possibly been your own fault!!!!!

[sparky-elpaso]

Somehow people have come to expect "perfection" in everything.

I was in line at the front desk on the Westerdam to sign up for one of the cooking classes and one of the crew members was helping people still in line if she could. The "gentleman" in front of me was loudly and rudely complaining that one evening he and his wife hadn't gotten any dinner. Not sure when since this was the first full day of the cruise. Then I realized that he was talking about an evening on a previous cruise - not the current one. Unfortunately I was called over to the desk so I didn't get to hear the outcome.

[gerryl12]

On our last cruise we had one person who complained about just about everything. If something wasn't wrong he would say it was wrong. Of course in the end he said he was cancelling his gratuities. That was his way of not paying the gratuities.

[Overtime4me2]

Yes, yes and................YES !! I so agree with you Sail. It seems to be becoming the "in" thing to do. To me it's the same as telling a lie, stretching the truth, etc, etc. If there's a legitimate complaint, notify immediately. If not, get on with your life (or cruise in this instance) and let everyone else enjoy theirs! :) I hate to say it, but it's a sign of the times...gimmee....entitlement....me first.....:(

[babyher]

Anothert thing that is getting on my nerves is this "victim" mentality that has become so pervasive.

Nothing is "My" fault , It was someone eles. I am the "victim"

And once you are labeled a victim all the onus is off of you and on the big bad wolf who did this to you.

Another new kick is how everything has become an illness, or a condition , or a syndrome. Again making the responsible party the poor victim and the big martyr.


"Well yes he did kill 16 people , but he was suffering from Lip****z - Berkowitz syndrome . He is as much of a victim as the people he killed .

It really needs to stop

[jhannah]

I wholeheartedly agree with the OP. Our society, in general, is made up of folks who were raised in an entitlement frame of mind. "You owe me." I'm going to stop at that because I don't want to get anyone all riled up and off in a political discussion. It's sad.

[piscesgal223]

Jhannah:They are people whose families have never told them "No" and aren't going to start. That creates problems.

[COLLEYBERRY]

Interesting thread Sail.:)
I work with a gal (love her dearly, but this kind of bugged me) She sailed on the Eurodam shortly after I did (when the ship was brand spanking new) She told me when she arrived in her cabin the bathroom was not clean "disgusting"(okay maybe got overlooked for some reason) she then said she cleaned the bathroom floor herself !!! :eek: Huh ??

I said "Why on earth didn't you just call housekeeping and have the cabin steward clean it!! "...I have not cruise as much as some but have never found cleanliness to be an issue with Hal..in fact quite the opposite..it's called "Dutch clean " for a reason;)

She then proceeded to tell me she wrote a letter to Hal about the issue and did in fact receive an OBC for her next cruise. Way back in the recesses of my mind I vaguely remember her mentioning about writing to Hal about something before and getting OBC..so yes there may be some people who indeed do this routinely ..maybe all part of budgeting for a cruise.

[kazu]

And these people do not realize that when they open a complaint with a cruise line, and are not satisfied with the resolution, they go on a list, which is watched when they cruise. Enough complaints and they are invited not to cruise with that line, or family of lines. EM

Seriously EM? so if you send a letter outlining things that can be improved you go on this list? or is this for pervasive complainers? do they really refuse some people? I've seen some pretty big complainers and they were booking cruises again. Just wondering when the ship draws the line?:confused:

[donh1]

For what it's worth I strongly believe that some people believe that the amount of compensation is based on how angry they are. Also some people start out with a rather small issue and in their zeal to get compensation ruin their vacation. Haven't they heard of making the best of things. A well written letter after the fact fully explaining your position will usually generate a written response and action. Any form of compensation is a bonus.

[queenofcruise]

We have been lucky enough to go on several cruises, I can honestly say most of them were great ones, and there were a couple that were not so great, and one that was really pretty bad, from the AC breaking down-people sleeping on deck because every room was so hot, the ship listing, sewer problems, etc....in fact two weeks later the same ship had a fire. But you know what, we tried to take it all in stride. And look at the positive, we visited some great ports, met some nice people and we were not on the ship when it had a fire! We were offered a discount off our next cruise but certainly did not stand in line or demand that we receive it....Just my opinion but sometimes there are legitimate complaints that need to be addressed, and sometimes even when the complaints are addressed, it's never enough. I would venture to guess these same people go about their everyday life in the same manner...full of self-entitlement..

[world~citizen]

People ask for consideration when things go wrong in virtually every commercial transaction. So it was, is, and ever shall be.

I booked a cruise where three ports of call were dropped 2 days after final payment. Were there howls? You bet. A chorus of them here on CC. (It wasn't HAL.)

In the end, there were a lot of substantial refunds to credit cards and I doubt that would have happened if pax chimed: Please sir, can you drop another.

Complaints all have to be considered in the same way - each according to their merit.

Its not personal, its just business.;)

Smooth sailing...

[world~citizen]

I wholeheartedly agree with the OP. Our society, in general, is made up of folks who were raised in an entitlement frame of mind. "You owe me." I'm going to stop at that because I don't want to get anyone all riled up and off in a political discussion. It's sad.

Agreed. Even worse - someone may have told them at one time or another in their lives that "life was fair". I'll stop too for the same reasons as you.:D

[jb9991]

I managed a hotel for many years, and it's the same way. A week AFTER you get home, you call or write to complain about everything & anything. These are things that could have been taken care of at the time. Now days with Trip Advisor & all the message boards, plus Facebook & Twitter, they will get on there and try to do as much damage as possible. It's really sad, because Owners & Managers are almost held hostage by this.

[RobinLWms]

I am not sure if I agree with the OP or not, because I can only go on what I am reading here. Maybe there is more to it, but it sounds like a lot of jumping to judgment to me. If someone feels they are due something from a company they paid for a service, how is it anyone's business but the company and the person asking for or expecting compensation? Everyone is not the same. Just because one person has no problem going to a manager to complain upfront, does not mean the next person is made the same way. These boards are for discussion and expression, and a lot of people like the anonymity. Everyone has the right to discuss whatever they want as long as it is within the boards guidelines. Why read it then "complain" about it? Please don't misunderstand me. I don't care that someone is complaining, I don't care that someone never posted, except to complain, and I don't care if I hear someone complaining on a ship within my hearing. As long as they aren't hurting anyone else, I go about the business of enjoying myself. This all just seems very small to me.:(

[CowPrincess]

I am not sure if I agree with the OP or not, because I can only go on what I am reading here. Maybe there is more to it, but it sounds like a lot of jumping to judgment to me. If someone feels they are due something from a company they paid for a service, how is it anyone's business but the company and the person asking for or expecting compensation? Everyone is not the same. Just because one person has no problem going to a manager to complain upfront, does not mean the next person is made the same way. These boards are for discussion and expression, and a lot of people like the anonymity. Everyone has the right to discuss whatever they want as long as it is within the boards guidelines. Why read it then "complain" about it? Please don't misunderstand me. I don't care that someone is complaining, I don't care that someone never posted, except to complain, and I don't care if I hear someone complaining on a ship within my hearing. As long as they aren't hurting anyone else, I go about the business of enjoying myself. This all just seems very small to me.:(

There is a small subset of cruisers who seem determined to reduce their vacation costs by abusing the cruiselines. I personally know two, and am appalled at what they do, and what they get away with. If I had so many complaints about each and every cruise I took on a particular line, I would stop cruising on that line. Seriously, you're going to write a letter of complaint because I got an upsell offer on HAL, and you didn't get one on Princess? And I'll bet they got OBC for their next cruise over that. In addition to whatever they got for their complaints about inside cabins, slow service in the MDR at lunch, not getting fixed seating, not liking their cabin location, thinking a shorex was overpriced, not liking the CD, thinking that having one elevator out of service was cruise-ruining, having to wait for disembarkation, hating the room service menu, ad nauseum. These people cruise on Princess 2 or 3 times a year, and have for several years. Every cruise, they have "cruise ruining" experiences that they write complaint letters about. So they are getting some sort of reward, and knowing them -- it would be an economic reward.

[LoveMyBoxer]

We recently had an A/C issue on one of our sailings. After two days of them trying to get the A/C to work properly, it was resolved, although not as cold as we would have liked it. Two days later we received a letter stating how sorry they were for our inconvenience and giving us OBC. We were upset about this, since the only thing we wanted was A/C. We ended up giving the staff who helped us with the issue the OBC as gifts. Our problem was solved and we didn't see any need for compensation.

[bet410]

I may be wrong, but I think the point here is that some people seem to make a practice of finding everything wrong that they can and then demanding some kind of compensation for it.

It's one thing to complain and try to remedy things. It's entirely different to complain with the specific intent that you want to get something out of it beyond what you would normally be due. Nobody is taking issue with legitimate complaints. We all have issues that need to be dealt with. I was at the front desk several times on my last cruise, dealing with several different issues. Did I have a right to complain? You bet!!! Did I demand compensation other than asking for the issues to be fixed? No!!! Instead I wrote a compliment card about the front desk personnel that assisted me and made sure that everything was taken care of.

While a few of the issues were quite minor, two were more serious and deserved to be dealt with ASAP. One concerned a stopped up toilet. It happened several times on the cruise (and no, we didn't put anything inappropriate down the toilet - having had a summer job in my college years as a john cleaner, I DO know what a mess it can create). One time it took several hours for the maintenance staff to get to the room to fix it. Another regarded a soda card that had been purchased online before the cruise that was never received. Both issues were cared for, though it was definitely an inconvenience to have to keep pursuing them. However, they did not ruin the cruise, nor did we expect them to give us something for the inconvenience!

Issues like this and others are things that can come up anywhere - whether they be at home or on vacation. It's how some people handle them that's frustrating!

[buckirj1]

It's a sad commentary when it isn't enough that issues get resolved; instead, folks seem to feel entitled to "something" for their "inconvenience." Moreover, the "something" never seems to be commensurate with their "inconvenience." Sure wish folks wouldn't think they're so spayshul.

[FINTUCKYFARMS]

I wish cruise Critic had a like button like facebook :) Our family has had this exact conversation after witnessing some deplorable behavior at the customer service desk.

[Jemima]

We had a small glitch with an otherwise excellent event several years ago. Someone later tried to instruct me to make a complaint. It seems they did this on every cruise and got OBC or something reduced on the next cruise.
I was shocked and of course didn't compalin. In retrospect I now think it's possible that the glitch may have even been created by them, but hope that's not so.

[LoveMyBoxer]

The saddest thing we've seen on several cruises is when people throw CC in the complaints! They state that unless something is rectified or if they are not compensated they will report all of this on CC.

[piscesgal223]

I've read the comments about people saying they will complain on CC if they don't get what they want.. *shakes head*.

[jrzebird]

I've read the comments about people saying they will complain on CC if they don't get what they want.. *shakes head*.

The problem is, a lot of them do complain in CC. Often 'one post wonders' who post and disappear. I don't know why I even read those posts, except it's like watching a wreck -- just can't help looking! My blood pressure goes way up and I usually feel compelled to respond! :rolleyes:

Sail, as usual, I agree with you. There are people looking for something for nothing; people who just seem to look for the negative and lose the positive as a result; and those who really feel they are entitled to 'damages'. I work in a law office and often we have people who are seriously injured come in and they understandably want their pound of flesh. Problem is -- no third-party liability, it was their fault. They are insulted when told this, and often don't understand. I have a feeling that's part of the mental set of a lot of people who complain. They don't look at their own actions and how those actions affect the outcome.

I was on a HAL cruise once when we had a Code Red for noro and I saw one passenger hurl a plate at a server in the buffet because he wasn't allowed to help himself in the buffet. I'm sure this gentleman thought his cruise was ruined and it was HAL's fault.

People are only as happy as they set their minds to be. It's a head game. Think negative, you get negative ...

Maureen

[debsjc]

I would say we have found HAL are very good at resolving issues at the time, if you politely explain what the problem is. I would much rather explain what I am unhappy about whilst on board, and give them a chance to fix it.

[bcd2010]

There will always be people who exploit the system and there will always be people who point them out.

[sail7seas]

Good point, Barbara.

[mamaofami]

I was out to dinner with someone who ate his meal and then complained to the restaurant owner that it wasn't done the way he expected it to be and he wanted it taken off his check. I guess this doesn't just happen on ships.

[Meanmama]

I too have worked in the customer arena for years! There have been and probably always will be contant complainers! I'm just glad that I don't let those people in my life! We have only been on 1 cruise and it was wonderful!! From the room steward to the bartenders to the wait staff, we couldn't have been more pleased. We are going on our second one in 70 days! Again with HAL.

Donna

[Wakepatrol]

Yes... and now I know why the crew loathes cc members.

Just mention cc to any officer on a ship and watch their expression

[hpf]

Unfortunately it is a sign of these Economic Times we all live in and no matter what country we reside in most are facing a deline in their financial situation. Sadly I have known people that what ever they do they look for a problem so they can get something back :(
The last several years as brought the worse out in many people.

Thankfully cruising is still a great value but on the reverse side sadly it is a great value because it brings out those who badly want a vacation but really cannot afford it so they are constantly looking for ways to get money back.

I unfortunately do not see this going away and sadly even cruise lines such as Crystal and Regent are having the same things happening.

If I really couldn't afford a cruise or vacation, I would stay at home and not spend money I badly needed rather than go to the length's some people seem to go.

Iagree with you Sail, stop complaining after your cruise is over.

Helen

[esther e]

My mother and I were the only ones born in America, and as someone pointed out earlier my father and grandparents were honored to be in this country and made sure to learn the language and become citizens. Never have I heard the word "entitlement" or felt the need to "get even." It wasn't in my upbringing and not in my children's either. I'm wondering if these people who expect after the fact are the same ones who raised and/or parents of the group who go on vacation with their kids and forget they have kids and let me run wild? And it has nothing to do with money: the rich and poor are equally obnoxious if that's their intention. It is sad.

[BumperII]

I must agree with most of what has been posted this far. The fact that we have been on eighteen Holland America Cruises and have two more booked speaks for itself.

We have never been on the 'perfect cruise', but they were all wonderful experiences. We have had things go wrong, and the staff almost always corrected the problem cheerfully.

There will always be those who try to get over or get away with something, and it comes as no surprise to me that some staff gets tired of dealing with them. I think it is the responsibility of both Holland America and the passenger to be straightforward. I've noticed that you can get a quite a bit done with please and thankyou.

And I've learned that you never issue a demand for what can be accomplished by a request for a favor. Use a little courtesy, and they will literally give you the whole dam ship!

[Bramcruiser]

Totally agree with the OP. Unfortunately we live in a society of people who feel they must be "compensated". While it was nice of the service industry to "buy" loyalty to correct problems it lead to "its not enough" and thus the vicious cycle begins.

Truly bad service is one thing but we found it more often on land - at restaurants and hotels - then on any of the cruises we've been on. We should speak up regarding bad service but it should be directed at the people responsible. Venting to others who have no control over the situation is just venting and solves nothing.

I for one feel sorry for people who have received truly bad treatment from staff or found real mechanical issues curtailing their enjoyment of the vacation. But saying the food isn't as good as other places (when I thought it okay) and blaming someone over weather or other uncontrollable acts of god just plain petty. Lately, I've turned a blind eye to most complaints on cc because its becoming hard to sort out real problems from perceived ones. ITs a phenomenon across all cruise lines and not just HAL.

[babyher]

My mother and I were the only ones born in America, and as someone pointed out earlier my father and grandparents were honored to be in this country and made sure to learn the language and become citizens. Never have I heard the word "entitlement" or felt the need to "get even." It wasn't in my upbringing and not in my children's either. I'm wondering if these people who expect after the fact are the same ones who raised and/or parents of the group who go on vacation with their kids and forget they have kids and let me run wild? And it has nothing to do with money: the rich and poor are equally obnoxious if that's their intention. It is sad.



absolutely right

My grandfather was so proud that he learned enough English that he could talk with his children's teachers at parents meetings . He felt it was a great thing, that here he was a simple man with no education , and he could converse with teachers , people who went to college . Sounds so simple , but it shows the pride these people have.

I talk with people all day at work that have been here 20 years and they still sound like the boat lands next Thursday. :(

I went to a training seminar for work a while back and I remember the istrustor saying to two groups with the beggest sense of entitlement are the rich and the poor.

The rich obviously because they have money , and power, and connections and they think they should always be at the head of the line.

The poor get it from having everything handed to them by some city, state , federal government agency . That they take it as granted and expect everyone to do everything for them .

[gelo7]

I've been noticing so much that people with complaints aboard seem more eager to get the "reward" of COMPENSATION. While that is one of my least favorite words, it seems to be the prize/reward/goal of some cruisers who almost hope something will be less than perfect on their cruise so they can make a sweetly worded, oh so tiny request for whatever they think to be enough to repair their injury?

I'm sorry for sarcasm but it really irks me sometimes to get the impression (and maybe I am wrong) but I sense they really are not looking for the situation to be made better; they are looking for something back. They paid for their cruise and it darn well better not have a single glitch or they are going to chew someone out for it. They want refunds; they want to get their cruise for an even LOWER price.

Isn't the goal to have the best cruise possible? Have the most fun? Enjoy in the ways you like best?

If something is irritating you or not up to your expectation, SPEAK UP immediately. Don't wait until the last day to demand compensation...... speak with the Dining Room Manager if the dining room is where you are having an issue. Speak with Housekeeping Supervisor or Chief Housekeeper if your cabin is not being cleaned well. Speak with Guest Relations Manager....... Speak with someone as soon as the issue arises and hopefully you will have the situation corrected so you can enjoy your cruise.

Why in the world would someone wait until last day to speak up unless their real goal is a 'gimme'?

I ABSOLUTELY KNOW I will be lamblasted for this but, so sorry..... It is something I wish to discuss. It is a common situation and has gone on for years and I still don't get why ships go out of their way to placate and pat these complainers of minor, silly situation they did nothing to address early in the cruise. I find it ludicrous they have created this pattern of handing out 'gimmes' to the complainter.

THIS DOES NOT APPLY TO THE REAL SITUATIONS of plumbing that doesn't work, air conditioning in the Caribbean..... things we all acknowledge as legitimate and real discomforts. I'd be the first one hollering if our Air conditioning didn't work.

Does anyone else ever feel that way after hearing how horrible HAL treated them?
Well said....

[esther e]

absolutely right

My grandfather was so proud that he learned enough English that he could talk with his children's teachers at parents meetings . He felt it was a great thing, that here he was a simple man with no education , and he could converse with teachers , people who went to college . Sounds so simple , but it shows the pride these people have.

I talk with people all day at work that have been here 20 years and they still sound like the boat lands next Thursday. :(

I went to a training seminar for work a while back and I remember the istrustor saying to two groups with the beggest sense of entitlement are the rich and the poor.

The rich obviously because they have money , and power, and connections and they think they should always be at the head of the line.

The poor get it from having everything handed to them by some city, state , federal government agency . That they take it as granted and expect everyone to do everything for them .

Exactly!!!

[Beebob1]

By reading some threads you can see many start out with intentions of gaining compensation :(

[piscesgal223]

I know exactly what Beebob is talking about..I'm just amazed that it's taken this long for someone to speak up and say "this isn't right".

[localady]

The funny thing that I have noticed, is that many times, the cheaper cruises I've taken have more complainers aboard than those that have a higher price point per day.

I am not sure if it is because the folks on the cheaper cruise are more cost conscious or trying to get an even better "deal'. I will say the cruises I experienced this the most on were Nov. and early Dec. cruises out of Florida.

I wonder if anyone else has seen this???

[sail7seas]

I have speculated that might be one of the reasons HAL pulls their ships from the Caribbean in the late spring, summer, fall. I think the low pricing and perhaps some of those who demanded low, low, low prices were the same who were complaining and demanding the most. Yes, they get higher per diems in Alaska, Canada/New England and Europe but they always had at least one ship remain in the Caribbean. I don't think hurricanes are the reason the ships are not there. I don't know but I wonder.

[localady]

I have speculated that might be one of the reasons HAL pulls their ships from the Caribbean in the late spring, summer, fall. I think the low pricing and perhaps some of those who demanded low, low, low prices were the same who were complaining and demanding the most. Yes, they get higher per diems in Alaska, Canada/New England and Europe but they always had at least one ship remain in the Caribbean. I don't think hurricanes are the reason the ships are not there. I don't know but I wonder.



I think you might have something there Sail. :cool:

[Wakepatrol]

It's called Facebook. Go to the Holland America Facebook page and you will see 4 or 5 posters openly complaining and virtually making Hollland America look bad in front of millions.

Soon a HAL rep posts to "Please Let Us Know The Problem And Contact Guest services.

They've already made HAL look bad in front of millions
(why couldn't they deal with Hal privately)

Since they've already thrown HAL under the bus at this point, why should HAL do anything at this point (hopefully they don't )

[CowPrincess]

The funny thing that I have noticed, is that many times, the cheaper cruises I've taken have more complainers aboard than those that have a higher price point per day.

I am not sure if it is because the folks on the cheaper cruise are more cost conscious or trying to get an even better "deal'. I will say the cruises I experienced this the most on were Nov. and early Dec. cruises out of Florida.

I wonder if anyone else has seen this???

Dinner companions once commented "the less people pay, the more they demand" and that is hard to argue with.

We saw it on one cruise in LATE 2008, the ship had been "specialed off" to a nearby geographic area close to the cruise port. Wow. Just wow.

[world~citizen]

...I went to a training seminar for work a while back and I remember the istrustor saying to two groups with the beggest sense of entitlement are the rich and the poor....The poor get it from having everything handed to them by some city, state , federal government agency . That they take it as granted and expect everyone to do everything for them .

Good grief!

Your instructor knows precious little about being poor.;)

Rest easy though, the way things are going he/she may be able to speak shortly from personal experience.:eek:

Smooth sailing...

[3rdGenCunarder]

<snip>

We saw it on one cruise in LATE 2008, the ship had been "specialed off" to a nearby geographic area close to the cruise port. Wow. Just wow.

Oh yeah, I was on a cruise like that once. The good part was that I got a good upgrade as the "specials" were sold the cheapest cabins, and lots of other people got moved up. Fortunately, I knew my way around the ship and could find places to avoid the obnoxious "specials."

[babyher]

Good grief!

Your instructor knows precious little about being poor.;)

Rest easy though, the way things are going he/she may be able to speak shortly from personal experience.:eek:

Smooth sailing...

After 27 years of being a 9-1-1 dispatcher in a city that on one side has gated communities with million dollar homes with their own marina . The most derelict public housing projects on the other side , and everything else in between.

I can speak from experience that he was very right. As with everything in life , not all the people on either side of the spectrum. But enough to sure make it seem that way sometimes

[world~citizen]

After 27 years of being a 9-1-1 dispatcher in a city that on one side has gated communities with million dollar homes with their own marina . The most derelict public housing projects on the other side , and everything else in between.

I can speak from experience that he was very right. As with everything in life , not all the people on either side of the spectrum. But enough to sure make it seem that way sometimes

Perception is not reality.

Speaking to the topic though, it is difficult to establish the intent of any pax with a degree of reliability. Wise people won't make the attempt.

Some people have inexhaustible energy to find flaws just as some seem to have been inoculated with a phonograph needle with respect to the energy they utilize to explain away even the most minor fault attributed to their favourite cruise line.

Inevitably people will filter both observations through their own set of biases and interpret them in a way that makes most sense to them.

Some complaints will be exaggerated I suppose, just as some bouquets will be a stretch.

It all balances out.;)

Smooth sailing...

[kazu]

Dinner companions once commented "the less people pay, the more they demand" and that is hard to argue with.

We saw it on one cruise in LATE 2008, the ship had been "specialed off" to a nearby geographic area close to the cruise port. Wow. Just wow.


I remember one couple (but they reminded me of others). They paid a dirt cheap price and got a great upgrade. Because they had been moved to the top deck of the NA they had the 'best cabin' and were quite proud of the accomplishment. they had an upgraded verandah at the very, very front of the ship (not my cup of tea.). It was a 20 day cruise and by day 7, the complaints were continuous. Once we were crossing the Atlantic Ocean, he was upset he couldn't use his internet :confused: He would never sail HAL again (and all I said to myself was thank heavens:))

I can't say this is true for everyone, but it seems that certain people are a lot more demanding. 'I paid and I demand perfection". Unfortunately, there can be these people in any class of the ship. :( But I have found that those that got a 'bargain' want more or expect more generally speaking.

I'm not sure if this is lack of experience or expectations?

In any case, it's far better to travel with the glass half full, resolve any issues and move on. Anyone has to realize that internet will not work anywhere, NORO might hit, nothing we can do but co-operate, etc.

Smooth seas:D

Others at the table were far more tolerant.

[babyher]

Perception is not reality.

Speaking to the topic though, it is difficult to establish the intent of any pax with a degree of reliability. Wise people won't make the attempt.

Some people have inexhaustible energy to find flaws just as some seem to have been inoculated with a phonograph needle with respect to the energy they utilize to explain away even the most minor fault attributed to their favourite cruise line.

Inevitably people will filter both observations through their own set of biases and interpret them in a way that makes most sense to them.

Some complaints will be exaggerated I suppose, just as some bouquets will be a stretch.

It all balances out.;)

Smooth sailing...

Sometimes my perception gets a little cloudy because reality is coming at me at 90 miles an hour

[ASIWISH]

I've been noticing so much that people with complaints aboard seem more eager to get the "reward" of COMPENSATION. While that is one of my least favorite words, it seems to be the prize/reward/goal of some cruisers who almost hope something will be less than perfect on their cruise so they can make a sweetly worded, oh so tiny request for whatever they think to be enough to repair their injury?

I'm sorry for sarcasm but it really irks me sometimes to get the impression (and maybe I am wrong) but I sense they really are not looking for the situation to be made better; they are looking for something back. They paid for their cruise and it darn well better not have a single glitch or they are going to chew someone out for it. They want refunds; they want to get their cruise for an even LOWER price.

Isn't the goal to have the best cruise possible? Have the most fun? Enjoy in the ways you like best?

If something is irritating you or not up to your expectation, SPEAK UP immediately. Don't wait until the last day to demand compensation...... speak with the Dining Room Manager if the dining room is where you are having an issue. Speak with Housekeeping Supervisor or Chief Housekeeper if your cabin is not being cleaned well. Speak with Guest Relations Manager....... Speak with someone as soon as the issue arises and hopefully you will have the situation corrected so you can enjoy your cruise.

Why in the world would someone wait until last day to speak up unless their real goal is a 'gimme'?

I ABSOLUTELY KNOW I will be lamblasted for this but, so sorry..... It is something I wish to discuss. It is a common situation and has gone on for years and I still don't get why ships go out of their way to placate and pat these complainers of minor, silly situation they did nothing to address early in the cruise. I find it ludicrous they have created this pattern of handing out 'gimmes' to the complainter.

THIS DOES NOT APPLY TO THE REAL SITUATIONS of plumbing that doesn't work, air conditioning in the Caribbean..... things we all acknowledge as legitimate and real discomforts. I'd be the first one hollering if our Air conditioning didn't work.

Does anyone else ever feel that way after hearing how horrible HAL treated them?


We met a woman on our first cruise out of New York who as we understand is one of HALs most frequent quests... nice lady.

On our second or third cruise, we saw her again. Only this time she was very upset that she didn't get upgraded on the first day... and demanded a better cabin. HAL was unable to accommodate her. For seven days, every time we saw her she was complaining to somebody demanding a free cruise as compensation.. completely sulking. For the entire week we tried to avoid her... as did the staff!
We thought what a shame to ruin a week away over that... She seemed to get so caught up in not getting a "reward", that she ruined a wonderful time on a beautiful ship... truly sad.

[we're sailing away....]

Some people think that they paid for it so they should get something...

[fann1sh]

I was on one of HAL's last hurricane season cruises, the year before they discontinued them. My voyage was "specialed out". 85% of pax were from one U.S. locale/demographic group (neither lowest nor highest end of economic scale).

It was Lord of the Flies. Something about the synergy made them the most obnoxious, insular, and xenophobic group I've ever travelled with.

Example: "Have you met the Smiths? Lovely couple. What a pity they're from (insert name of state here)."

Far worse was the treatment of the crew, and the outrageous demands made.

I have friends from this locale. Would have considered it highly unlikely to generate a mob. None the less, after 3 days of nonsense, I was ready to go home. First and only HAL cruise where I felt that way.

My point (and I do have one): I'm with World Citizen on this one. It's too easy to generalize about who's likely to do what. Anyone can do anything, given the right circumstances.

So, feel free to bash the "gimme, gimme" pax, but please don't try to put a label on who they are. They come in all 31 flavo(u)rs.

[ASIWISH]

I have speculated that might be one of the reasons HAL pulls their ships from the Caribbean in the late spring, summer, fall. I think the low pricing and perhaps some of those who demanded low, low, low prices were the same who were complaining and demanding the most. Yes, they get higher per diems in Alaska, Canada/New England and Europe but they always had at least one ship remain in the Caribbean. I don't think hurricanes are the reason the ships are not there. I don't know but I wonder.



(I can't believe I'm going to disagree with S7S, here... as I'm a huge fan!)

I'd be careful here that we don't make this a "class" thing.. there's enough of that happening in Washington!

I don't think wealthy people are any less guilty of this behavior... you had me until that statement. If you believe that, please join me at my country club, or let's go have lunch at Neimann Marcus sometime! (actually, I'd like that S7S!:))

Don't you really think they pulled out of the Caribbean due to the seasonal hurricane risk and the potential increased cost issues... and becuase of capacity issues from the new MEGA Ships from RCL and NCL? Curious what you think...

[piscesgal223]

I'm going to make an observation that may seem stretching thing a bit but:could a person who is constantly trying to get compensated be considered fraudulent?Just thought I'd throw that out there

[sail7seas]

(I can't believe I'm going to disagree with S7S, here... as I'm a huge fan!)

I'd be careful here that we don't make this a "class" thing.. there's enough of that happening in Washington!

I don't think wealthy people are any less guilty of this behavior... you had me until that statement. If you believe that, please join me at my country club, or let's go have lunch at Neimann Marcus sometime! (actually, I'd like that S7S!:))

Don't you really think they pulled out of the Caribbean due to the seasonal hurricane risk and the potential increased cost issues... and becuase of capacity issues from the new MEGA Ships from RCL and NCL? Curious what you think...


I agree this should not be a 'class' discussion. There are those with lots of money who make demands and those with fewer funds. But that, of course, is not to say those with lots of money could well be among those seeking the very lowest prices. Maybe that's why they have lots of money?!! :D Nor is there anything wrong with trying to get a good price but really, there are, or should be, limits.

I also partially agree about the competition being a factor for removing the ships but hurricanes way down lower on the list. I think it was a money decision (aren't most?) in that the ships can pull in higher per diems in other locations than summer in the Caribbean. The Mega Ships were probably a factor and so many cabins to sell to a finite audience. Not everyone thinks a summer cruise in the Caribbean is something they want to do.

:o We loved those cruises and miss them.

I'd enjoy that lunch at Nieman's. ;)

[3rdGenCunarder]

We met a woman on our first cruise out of New York who as we understand is one of HALs most frequent quests... nice lady.

On our second or third cruise, we saw her again. Only this time she was very upset that she didn't get upgraded on the first day... and demanded a better cabin. HAL was unable to accommodate her. For seven days, every time we saw her she was complaining to somebody demanding a free cruise as compensation.. completely sulking. For the entire week we tried to avoid her... as did the staff!
We thought what a shame to ruin a week away over that... She seemed to get so caught up in not getting a "reward", that she ruined a wonderful time on a beautiful ship... truly sad.

Some people have more nerve than brains. She got what she booked and demanded they give her something better than that? Somebody should have thrown her sorry self overboard.

I think some of the complaining people who have booked cruises at huge discounts are first-time cruisers who have unreasonable expectations. They expect a butler and concierge to follow along after them, endless caviar and champagne (on the house), anything they want for dinner--even if they've booked the least expensive cabin.

[Pokeynose]

During one of our last cruises generator went out, this was after that cruise ship out west was stranded. We didn't get to start our cruise until some time towards morning. We didn't even hear them installing the new one and it was right outside our cabin. The only inconvenience was we were without the use of the toilets and elevators for a couple of hours, we had the use of the ship after that, really didn't miss the use of the elevators or toilets.

I know we didn't complain but some did very loudly, not necessary. Holland gave everyone the choice of 20% off your next cruise or and I can't remember exactly but I think 10% off the cruise we were on. Now I think that was very reasonable. Of course some wanted more. Those kind of pax are ones I didn't want to associate with but you could sure hear them at the front desk.:(

Thanks Sail, I agree with all you said.:)

[jrzebird]

Some people have more nerve than brains. She got what she booked and demanded they give her something better than that? Somebody should have thrown her sorry self overboard.

I think some of the complaining people who have booked cruises at huge discounts are first-time cruisers who have unreasonable expectations. They expect a butler and concierge to follow along after them, endless caviar and champagne (on the house), anything they want for dinner--even if they've booked the least expensive cabin.

I'm sure she felt 'special' and this took away that perception. It is sorry that she wasted a week away being annoyed at getting something they paid for! I also agree that most anger is from unreasonable expectations. If folks want to be angry, wish they'd keep it to themselves and not share it with the world!

[esther e]

Unfortunately, there are some people who will never be happy and it is their demeanor to be rude, loud and demanding. They probably have been this way all their lives and will continue to be. Nothing will ever please them.:(

My husband always said the only way to deal with difficult people is avoidance.

[piscesgal223]

As I said earlier, the reason for this behaviour is they've never told "No". And they expect Holland America not to say no, either. They're in for quite a shock.

[NMLady]

...
If something is irritating you or not up to your expectation, SPEAK UP immediately. Don't wait until the last day to demand compensation...... speak with the Dining Room Manager if the dining room is where you are having an issue. Speak with Housekeeping Supervisor or Chief Housekeeper if your cabin is not being cleaned well. Speak with Guest Relations Manager....... Speak with someone as soon as the issue arises and hopefully you will have the situation corrected so you can enjoy your cruise. ...

I agree wholeheartedly. I've often wondered why folks didn't complain to someone while on the ship.

I think that sometimes it is people who cannot be face-to-face confrontatonal but can only 'complain' via phone or email. So rather than confront a staff member face to face they wait until they're home to complain via email or phone.
My thinking has always been that if they didn't complain while on the ship, they shouldn't be offered any compensation.

[sail7seas]

I actually look at it as a matter of 'fair'.

I don't think it fair for someone to stew about something they think deficient, say nothing to anyone who can make it right and then come here or write/call HAL Seattle Offices to complain or even to go to Front Office last day.

If you don't tell them you have a problem and don't give them a chance to try to make it right, I think you forfeit compaining 'rights'. :rolleyes:

[piscesgal223]

I'm glad to see the responses this thread has gotten. I don't think it'll discourage people from complaining, but glad it's being discussed.

[Atomica]

If you don't tell them you have a problem and don't give them a chance to try to make it right, I think you forfeit compaining 'rights'. :rolleyes:

Precisely. If there's truly a problem, it's not appropriate to blame the line or crew for their lack of mind-reading skills. It has to be properly (and politely!) addressed.

I think it comes down to personal responsibility. The one phrase that truly irks me is "No one told us!" I've heard that phrase applied to food, weather, destinations, ships, airfare, etc.

I think a lot of people forget that it's essentially their job to research their cruise properly, and, if a situation arises, bring it to the attention of the appropriate person.

[piscesgal223]

I've seen a few complaints where it was obvious it was the *passenger's* problem and NOT HAL's.

[Homala]

I wholeheartedly agree with you Sail7Seas, along with what appears to be everyone else who have echoed your statements. I too see it all over the place - not just here. Always see such stories on the news about someone who was "wronged" and now they're suing and they try to make it sound as though it's just the principle of the thing, but I feel most of the time it's all about the money.

A year or so ago my DH and I went to a nice restaurant and had a lovely dinner, but in my last bite of food I crunched down on something, pulled it out of my mouth and discovered a piece of glass. I called the waitress over and she got the manager. Amazingly, I wasn't hurt at all - no cut or anything. Just kind of grossed out, but mostly worried that - where was the REST of the glass?? Anyway, the manager was very nice and I was very nice to him in return. I really just wanted to bring it to his attention, so no one else got hurt. He left my table and then came back to say that our meal was comped along with a gift certificate for a future visit. He went on to say that he wouldn't have offered me anything, but he was doing this because I was so nice about it and b/c I hadn't demanded anything. I suggested that it'd be nice if our dessert was covered, but that I couldn't accept any more than that, because I was fine. He was shocked.

I just try to live my life treating others as I wish to be treated and with the whole "what comes around, goes around" philosophy. I'd like to think that MOST people do that, too, and we just hear the negative stories more than the positive. :)

[pearliemae]

"endless caviar and champagne (on the house)" was a fact of life on these ships, but that was then and those sisters did not cruise at the rates available today. Some of the passengers behavior was similar to what is being discussed here, though. Some things never change.

[piscesgal223]

I see that the Statendam left passengers.I am sure there will be some discussion on that thread about getting compensation....but at a guess it was a safety issue(bad weather) and not something HAL could control easily.

[salsanut]

Heavy sigh.......

Nothng to do with this conversation.
Just saying my best experiance was on HAL, can't waite till they have some good deals so I can cruise with them again.:)

[sail7seas]

Keep checking. People here comment they have found 'good deals'. Depends upon the cabin category, itinerary, ship etc but when you have time give the pricing a glance or contact your TA and have them keep an eye out for you. Maybe if they get a notice of a flash sale, they can contact you.

[lovesublime]

I wholeheartedly agree with you Sail7Seas, along with what appears to be everyone else who have echoed your statements. I too see it all over the place - not just here. Always see such stories on the news about someone who was "wronged" and now they're suing and they try to make it sound as though it's just the principle of the thing, but I feel most of the time it's all about the money.

A year or so ago my DH and I went to a nice restaurant and had a lovely dinner, but in my last bite of food I crunched down on something, pulled it out of my mouth and discovered a piece of glass. I called the waitress over and she got the manager. Amazingly, I wasn't hurt at all - no cut or anything. Just kind of grossed out, but mostly worried that - where was the REST of the glass?? Anyway, the manager was very nice and I was very nice to him in return. I really just wanted to bring it to his attention, so no one else got hurt. He left my table and then came back to say that our meal was comped along with a gift certificate for a future visit. He went on to say that he wouldn't have offered me anything, but he was doing this because I was so nice about it and b/c I hadn't demanded anything. I suggested that it'd be nice if our dessert was covered, but that I couldn't accept any more than that, because I was fine. He was shocked.

I just try to live my life treating others as I wish to be treated and with the whole "what comes around, goes around" philosophy. I'd like to think that MOST people do that, too, and we just hear the negative stories more than the positive. :)




What a lousy manager. Glass in food is NEVER acceptable and no one should have to pay for it. Anyone who would willingly pay for a meal with glass in it sounds like a patsy who probably lets people walk all over them. Not something to be bragging about.

[ASIWISH]

What a lousy manager. Glass in food is NEVER acceptable and no one should have to pay for it. Anyone who would willingly pay for a meal with glass in it sounds like a patsy who probably lets people walk all over them. Not something to be bragging about.

Hey, lighten up! This response is out of line!

[erewhon]

Unfortunately, there are some people who will never be happy and it is their demeanor to be rude, loud and demanding. They probably have been this way all their lives and will continue to be. Nothing will ever please them.:(

My husband always said the only way to deal with difficult people is avoidance.

I totally agree.

[queenofcruise]

What a lousy manager. Glass in food is NEVER acceptable and no one should have to pay for it. Anyone who would willingly pay for a meal with glass in it sounds like a patsy who probably lets people walk all over them. Not something to be bragging about.


Yeah, lighten up ! It didn't sound like bragging, but rather relaying an incident....jeezeee..some people...

[world~citizen]

Yeah, lighten up ! It didn't sound like bragging, but rather relaying an incident....jeezeee..some people...

I don't know why everybody doesn't lighten up.

Complaining about HAL complainers on a HAL board is like throwing red meat at carnivores.

Maybe we should begin another thread. Aren't you tired with complainers who constantly complain about all the complainers? :D

Smooth sailing...

[lcand1923]

To some people, the only good cruise is one where they can complain. Complaining is what gives them pleasure. These same people will complain in restaurants, stores, doctor's offices, everywhere. Do they want something for nothing? In many instances, no. They use complaining as a means of showing how smart they are. Let's face it, they are telling everyone what SHOULD be done.

A lot of people complain because they want something for nothing. They've read on CC, in newspaper and magazine articles, heard from friends, etc. how they can get something for nothing by complaining. So, they think they are going to be comped for complaining.

Some people are so intimidated by being on a cruise ship that they don't feel comfortable complaining until they are home. They arrive home and start telling a neighbor or friend about their cruise experience. Their neighbor or friend tells them that what they experienced wasn't as it should be. They THEN post on CC, Facebook, write a letter, etc. Do they expect something in return? Depending upon what a neighbor, friend or respondent on CC or Facebook tells them, probably yes.

I worked in quality improvement for many years. I ALWAYS write a letter after the fact listing good points and improvement possibilites to headquarters. Do I expect anything? Yes, a letter of acknowlegment, even if it is just a form letter. Do I get one? Hate to say it, no.

I've been on three HAL cruises (about six on other cruise lines). I did my normal after the first HAL cruise and received a lovely letter of response. HAL was going to forward my compliments to the various people I mentioned and was going to investigate my one suggestion. I did not expect anything other than this. My second and third HAL cruise letters weren't even acknowledged. We then sailed other cruise lines. Again I followed my normal after the fact letter procedure. No response of any sort from any of the lines.

If something happens during the cruise, I will take care of it at that time. My letter will mention the episode and how it was handled. I will continue my letter writing exercise because I don't think you can compliment people enough and that is what most of my letters are.

[hal lover]

On our last cruise we had one person who complained about just about everything. If something wasn't wrong he would say it was wrong. Of course in the end he said he was cancelling his gratuities. That was his way of not paying the gratuities.

I have seen this happen time and time again. SHAME, SHAME on those people!

If there is something wrong, address it and get it taken care of it at the time. DO NOT go around the ship complaining to anyone who will listen. Quite frankly, these type's BORE me. They are looking for reason's to complain and then EXPECT the cruise line or crew to make it up to them. GEEZ!

No cruise or any other trip is PERFECT! And for sure, if you look for something negative, it can be found. How about the reality that you are on a cruise and many at this time can't not even think about going on a cruise. COUNT YOUR BLESSINGS!!!!

Sorry for my ranting~but it really gets under my skin that people cheat the crew out of their hard earned HSC. CHEAPSKATE'S!! BTW~ I have NEVER seen a hearse with a luggage rack on it...:eek:

[lvz2cruz]

We did a catamaran snorkel through Celebrity. The company was new and when we reached the reef we were handed masks and snorkels in the package which we had to open. Fins were not provided. We all opened and our family had a great time. After the snorkel time, we had refreshments and had a scenic guided tour as we came back. Everyone was given a free t shirt with the snorkel company logo.
We enjoyed ourself and had a great day.
The next day we had a letter in our cabin apologizing for excursion with a note that half of the excursion price had been credited to our account. I don't know who had complained, how many, or what they had such a problem with, but we loved the day. I almost felt guilty having the money credited because it was not neccessary.

On a brighter note, our son lost his keycard Saturday. I dreaded going to the front desk to get a new one after reading here about all the people who remove tips the last day. There was no one in line and I was happy for all the hardworking crew.

[Homala]

What a lousy manager. Glass in food is NEVER acceptable and no one should have to pay for it. Anyone who would willingly pay for a meal with glass in it sounds like a patsy who probably lets people walk all over them. Not something to be bragging about.

Ouch! Really? First, I wasn't bragging about it. Just sharing a story that I thought expressed a reasonable way of handling a situation, where some others would expect FAR MORE rewards or compensation. Yes, glass in food is dangerous and terrible. But I wasn't hurt at all! He stopped all food production and said he'd make sure the kitchen was thoroughly cleaned. And you think I'm a patsy who lets people walk all over me. :confused:

Bless your heart anyway. :)

[gabbyisadog]

No flames here as we have been witness to several who appear in making this a habitual event on cruises.
On our Noordam cruise ending 915, we sat next to a man in the MDR for our one and only lunch there who complained about hours dinning room open for lunch and MDR closed for lunch on port days. He then launched into a complaint about them washing the deck while he enjoyed a beer. Told me that he had gotten a $800 credit from HAL on his last cruise due to his complaints and he was going to write them about these as soon as he got home obviously looking for more credits. Maybe HAL should answer that they are sorry that their ships do not meet his standards and offer nothing. This would stop a lot of petty complaints while allowing compensation for serious matters ie air conditioning etc.

[3rdGenCunarder]

We did a catamaran snorkel through Celebrity. The company was new and when we reached the reef we were handed masks and snorkels in the package which we had to open. Fins were not provided. We all opened and our family had a great time. After the snorkel time, we had refreshments and had a scenic guided tour as we came back. Everyone was given a free t shirt with the snorkel company logo.
We enjoyed ourself and had a great day.
The next day we had a letter in our cabin apologizing for excursion with a note that half of the excursion price had been credited to our account. I don't know who had complained, how many, or what they had such a problem with, but we loved the day. I almost felt guilty having the money credited because it was not neccessary.

On a brighter note, our son lost his keycard Saturday. I dreaded going to the front desk to get a new one after reading here about all the people who remove tips the last day. There was no one in line and I was happy for all the hardworking crew.

I wonder if the complaints were about no fins? I've been snorkeling in places were we didn't use fins because of the chances of smacking the coral too much. It was shallow water, we walked into the lagoon via a small beach area and were told to stay swimming, don't walk around.

Glad to hear there was no rush to remove the servie charge on your cruise. I agree with others who say that the worst response to a problem is to punish the whole crew by removing that charge.

[JR767]

On our first HAL cruise a couple of years ago - Eurodam Caribbean - we met a very nice woman at the Silk Den bar who was quite familiar with HAL, and she gave us a lot of great information.

One thing she told us was that there are people who actually go to the purser's office at the end of the cruise, and ask to have the daily tip amount removed from their bill!

Given the fantastic overall level of service on HAL, together with what is IMO the tremedous value they offer, and the fact that the crew is working long hours with tips being a major portion of their compensation - it was just sickening to hear people doing this.

Just sickening. I think there is a special place in hell reserved for people like that.

[piscesgal223]

"There is a special place in hell reserved for people like that"


Indeed. But they are asked not to come back if they complain too much, so there *is* that.

[marco]

...And it seems that those who complain ad nausium on these boards, and to staff while on the ship, after they're home and friends ask:"How was your cruise?" Their reply is: "It was just FABULOUS!!!!!!!!!"

[sail7seas]

"There is a special place in hell reserved for people like that"


Indeed. But they are asked not to come back if they complain too much, so there *is* that.


:confused: Really: Where did you hear they are asked 'not to come back"?

[LynnTTT]

DH and I were on the Carnival Dream's first transatlantic voyage in Oct 2009. Very good food. The last day or so I went to the afternoon tea- lovely service, a huge variety of sweets etc, The guy across from me said it was the worst food ever. Much worse than Princess, etc. Meanwhile he and I were eating the best lemon meringue tart I have ever eaten. When I mentioned it, he agreed. His plate was piled high , and I bet it was at every meal. the old catskill joke, "the food was terrible- yes, and such small portions".

[LynnTTT]

I've been with people who complained about missing a certain post due to a storm. get over it... it's past and the ship had no choice.

[piscesgal223]

Sail: It was on post #22 on this thread.

[sail7seas]

Yes, I saw the post but wonder how someone might know that to be true. I read it, remembered it but wonder who would have told a guest that. :eek:

[piscesgal223]

There are a few people who are "in the know" about HAL-maybe one of them knows about this and can clear things up a bit.

[Willem Ruys]

[quote=sail7seas;30712417]I've been noticing so much that people with complaints aboard seem more eager to get the "reward" of COMPENSATION...

TWO incidents of onboard connivers getting caught and BOTH on the MAASDAM:

1. Angry woman demanded to see the GRM (Guest Relations Manager). GRM accommodated the request for an interview. The woman demanded money back because on boarding her cabin wasn't clean telling "there was a half eaten chocolate chip cookie on the floor. And when I picked it up and put it into my mouth I discovered it wasn't chocolate chip, it was feces [she used the vernacular word].
GRM said: "The moment you put it into our mouth HAL liability ended. and sped her parting guest.

Another woman on another cruise came to bitterly complain about cockroaches in her room, also demanding $$ back. A search of the room turned up a fruit fly which likely entered when the balcony door was opened in port. Also no compensation given.

Such stories happen on all of the ships, these are my 2 favorites

[Willem Ruys]

There are a few people who are "in the know" about HAL-maybe one of them knows about this and can clear things up a bit.

On VERY rare occasions if a passenger has exhibited a trail of egregious behavior, HAL, like other lines, has banned people. One man was banned for punching another passenger. Cunard takes little "lip" - or lid - disembarked a nasty man from the QE2 world cruise we took after he slammed the lid of a washing machine down onto the hand of a man trying to use that machine.

SOMETIMES it's for health problems. On the STELLA SOLARIS an incontinent gent was banned from returning...

[piscesgal223]

I'd say the asking for compensation for small problems is more obnoxious that egregious.


I am :eek: at the incontinent guy being banned. But I don't know the whole story-if that was a frequent thing, or if it was something else( he could have been drunk, maybe?)

[YOW]

In a previous lifetime ;), I was a customer service manager at a major online travel agency. Requests for compensation were what we dealt with, day in and day out.

One story that stands out, I believe typifies the mentality on the part of some people. A woman called after returning home from a "horrible" vacation to Hawaii. She'd booked a package with 'free breakfast,' but did not bother to read that this was for up to three people in each room. The hotel was going to charge for one of her grandchildren to eat breakfast (every day on a week-long stay). Did the customer call us at this point? No -- she said she didn't want to incur a charge for phone calls, but this was back in the day when pay phones were still widely in use, and we had a toll-free number. So (allegedly) her granddaughter was 'forced' to sit in the hotel room each morning while the rest of the family went downstairs to have breakfast. And (purportedly) this caused dietary issues for the granddaughter as the trip went on. I looked into the matter, found that the hotel was acting in line with the contract, and called back the customer to deny compensation. She cried hysterically, asking, "Why not?! You've ruined our trip!!" I explained, as nicely as I could, that (a) she chose this situation by refusing to call us or to pay for breakfast; and that (b) nothing I could do now would change how that trip went. When the customer advised that they would never use our services again, that was one less person I'd have to invite not to use our services again. ;)

I always encourage travellers to be proactive and have a flexible plan... and when stuff happens (and it always does when we travel, doesn't it?!), make the best of a situation and don't take it personally. And I am still appalled when I see people abusing the system -- and abusing front line staff in the process.

[off2ctheworld]

Service busineses are really dealing with this entitlement problem. We see it in the wedding industry-especially after an expensive wedding. About a week later, bills arrive and the parties have overspent, so start complaining. Photographer forgot to take a certain picture, florist made corsage in wrong color, cake wasn't tasty or decorated incorrectly, venue wasn't right-etc. But they will be happy IF you take off a few hundred dollars for each problem. This past year one of those brides said they needed the rent money while complaining to us about the pink used at the wedding-it wasn't a deep enough shade! She forgot she had picked out the color and we still had the sample...sigh....