Elevator Incident on Rhapsody of the Seas

[Gablin]

On Sunday, September 13, late in the afternoon, my daughter and I returned to the Rhapsody of the Seas after sightseeing in Juneau. We went to our cabins (mine on Deck 3, hers on Deck 7) to drop off rain jackets and purchases, agreeing to meet in the Windjammer Cafe on Deck 9.
I was alone going up in the elevator when it stopped with a big jolt and a loud "bang." The lights above the door (that had indicated that the elevator was approaching Deck 8 before the jolt) were no longer lit. Everything was really, really quiet. Too quiet. Somewhat alarmingly quiet.

I pushed the alarm button. Nothing happened. I pushed it again, defying the law that says "don't keep doing something that isn't working." Then, I read the rather tiny sign above the alarm button that said I should hold it in for three seconds. I did that. Everything was still really, really quiet, except for the shrill alarm. By now, I was vowing never to get on a cruise ship elevator again. A light came on that said that the alarm was acknowledged and the shrill noise stopped.

It was still very, very quiet. I held the alarm button in again for three seconds. The "acknowledged" light came on, more quickly this time, and the alarm noise stopped. I had time to read everything in that elevator, including a notice that the elevator maintenance records were available in the captain's office.

Eventually, a panel in the ceiling opened, and a man stuck his head into the opening and told me "we're going to get you out of here, ma'am. Don't worry." Then, he shut the panel and I heard nothing for a while. Finally, I heard "mechanical" noises around the doors. There seemed to be three voices out there, two of whom were arguing with each other, I think. The doors opened slowly and then shut again rather quickly. I briefly saw the situation. The elevator was stopped way too low for Deck 8, with the floor of the deck at about the height of my hips.

When the door opened again, the crew had increased to four people, with one being the spokesperson. I was going to turn around in order to hoist my somewhat ample bottom up onto the deck, but the crew member in charge ordered me not to do that and to stand at the back of the elevator, saying "it's very dangerous. No, ma'am, get to the back of the elevator." In my racing thoughts came the idea that the elevator might be insecurely "perched" somehow and that balance was very important to my safety. Then, the guy ordered one of the other guys to get a ladder. Meanwhile, one of the crew members jumped down into the elevator with me, grinning to let me know that he wasn't afraid, so I should not be afraid either. Hah! What did he know?

The ladder arrived and was brought down and placed against the deck wall. It was an a-frame 3-step ladder, but the man who placed it just leaned it against the wall. The leader spoke to him and he opened it up. The stabilizer between the two sides was just a cloth ribbon, not a metal brace, so he didn't open it all of the way. That placed the top of the ladder only about 9 or 10 inches from the deck floor. It didn't look safe to me that way, however. The leader didn't like it either and got the guy to open the ladder fully. Now, the top of it was more like 16 to 18 inches from the deck, as it was not turned sideways.

I really did not want to use that ladder at all, especially to stand on the top of it, with nothing to hang onto, and then step across a good sized gap, but they were not going to let me get out on my own terms. I still think that I was at greater risk of injury using their method than my proposed method, but I did it their way, ducking my head to avoid bumping it on the top of the door as I stepped across. A crew member did suggest that I place my hand on his shoulder in order to climb the ladder and to step out, which was a good idea.

Once out, I wanted nothing but to go up the stairs to the Windjammer, get some chocolate cake and tell my daughter what had happened. Ah, but there were questions for me first. "Name?" "Cabin number?" "Are you hurt anywhere?" "Would you like to visit the ship doctor?" I answered the doctor question with "Only if he has all of the chocolate on this ship."

Then, nothing more happened. Royal Caribbean could have/should have delivered a bottle of champagne to my cabin or to my dinner table or given me some small amount of shipboard credit, I think. Nothing more happened. No note came from the captain, the cruise director or even the ship safety officer. Nothing. Nada. It was as though it had never happened at all. I suspect that the crew destroyed the report once they determined that I was not injured. Had I visited the ship doctor, I might have scored some champagne or a t-shirt or something. (Sometimes the cynic in me gets out and has her way.)

I took the stairs for the next few days, but eventually got back on an elevator on the ship when others were with me. When I was alone, I consistently used the stairs rather than risk being stuck like that again.

I did notice more than a few times over the rest of the cruise that yellow plastic tape was covering one or another set of elevator doors, or that a crew was actually working on a particular elevator. Maybe that's a good sign - I don't know.

I have written a letter to Royal Caribbean with some suggestions for process improvement, including a suggestion that the elevator maintenance records be posted in the elevators instead of filed in an office whose location is not widely known.


I have enjoyed cruising with Royal Caribbean, and this cruise was lovely, too, except for the elevator problem. The cost cutting shows, but the trip was a real bargain.

[NorbertsNiece]

Goodness. A well written account. Very clear and succinct. This wouldn't be the first time that RCCL customer care has failed to follow up and I guess it won't be the last. Glad you're ok.

[negc]

certainly a frightening experience to give you reason for your first post. I do think, however, that your indication that a bottle of champagne or other token gift would have been an appropriate way of resolving the event, seems an odd reaction. Fortunately you were uninjured and perhaps the response you receive from the home office will prove more satisfactory.

[Red Raider Girl]

If this happened in a big office building instead of a cruise ship who would have provided the credit and champagne?
I think getting to tell the great story would have benefit enough for me.

[jasmith52]

Originally Posted by negc

certainly a frightening experience to give you reason for your first post. I do think, however, that your indication that a bottle of champagne or other token gift would have been an appropriate way of resolving the event, seems an odd reaction. Fortunately you were uninjured and perhaps the response you receive from the home office will prove more satisfactory.

Elevator "incidents" don't occur on cruise ships. For those of us that work in older buildings we see these sort of things occasionally.

I am sure it was a bit scary, but the crew got on the problem right away. They did all that you could expect.

[negc]

Originally Posted by jasmith52

Elevator "incidents" don't occur on cruise ships. For those of us that work in older buildings we see these sort of things occasionally.

I am sure it was a bit scary, but the crew got on the problem right away. They did all that you could expect.

I'm not sure how to interpret your first comment, but having worked in many older buildings, I can attest to the accuracy of your second statement. Whenever possible we avoided the elevator and took the stairs.

[Garyorient]

If I am honest I think your reaction regarding the chocolate (which was probably born more out of fear than levity) convinced them that you weren't really overly distressed.

Had you made a fuss on board, I am certain there would have been an offer of some OBC or something.

I think though that despite what others are saying on here, and despite the fact that it had a happy ending, you were put in a frightening position as a result of a malfunction of RCCL's equipment and that something should maybe have been offered just as an acknoweldgement of your distress

[wraithe]

Sorry you experienced a mechanical breakdown in the elevator. While I'm sure it would be frightening to someone who is not mechanically inclined, it would simply have been annoying that it was taking up time to anyone who is mechanically inclined, and knows that there are mutliple failsafes built into elevators. Since you were uninjured, I'm not sure why you expected anything else.

My thoughts, if you experienced an elevator or escalator breakdown at the mall, hotel or airport, would you expect a bottle of champagne from the property owners? Why does everyone think a cruise line owes them so much more? If your flight was diverted or cancelled due to a mechanical breakdown which happened to me last Sunday, does the airline owe me a bottle of wine, or champagne, or a free flight? I just don't get it OP, I was happy they put me on another airline and got me home, even though it was 4 hours later. They didn't even offer a meal voucher for McDonalds, and I didn't expect it. I could ask a dozen other hypothetical questions, all geared around the same theme, why do you expect a gift because you happened to be inconvenienced due to a mechanical failure?

[weegl]

I think that in the hospitality business, any time a guest is inconvenienced and you as host notice it, its your job to at least acknowledge the inconvenience with some sort of gesture...a note from the manager, a small token or appreciation, whatever. That's what makes great hotels and cruiselines "great." They notice the little things. Although a bottle of champagne or whatever, may not have been the order of the day, a call or note from management should have been presented.

[jasmith52]

Originally Posted by negc

I'm not sure how to interpret your first comment,)

That's a typo. The first sentence should have read "Elevator "incidents" don't just occur on cruise ships."

[KuffMUp]

The last time someone got stuck in my building's elevator (yes, last time - wasn't the first nor will it be the last) the person was panicking and saying we had to get her out now!!!! Well, given we could only open the doors about four inches and she was about two feet shy of all the way to the floor, I hated to tell her that it was going to take a few moments (ok, 20 minutes) to help her out. I did loan her my personal cell phone for her to make some requested phone calls. Once we got her out, standard questions, are you ok, do you want us to call you an ambulance. It never occurred to me to hand her money or give her a bottle of bubbly. I didn't realize that type of compensation was required. I guess I will run down to Costco and buy some Domain Chandon and keep it in the employee's break room fridge. Now, how do I keep the employees from imbibing at break time

[ondeckatsea]

I agree with the poster. She had a frightening experience and it shouldn't have been ignored. A small gift would have made her feel a little bit more appreciated. Noone should have to be made to feel small and unimportant. It is becoming the norm on Royal Caribbean where the dollar is king and the passenger just an income.

[negc]

Originally Posted by jasmith52

That's a typo. The first sentence should have read "Elevator "incidents" don't just occur on cruise ships."

Thanks, I probably should have realized that, but as posted it certainly didn't make sense.

[TEXASMUNK]

Very well written.

... and then the greed factor entered into the story.

[RevSmith]

I am extremely claustrophobic, if this had happened to me, they wouldn't need to hear an alarm I would be screaming so loudly. They would not have asked if I wanted to go to the clinic they would have escorted me because of the hysterical condition I would have been in...it would not have been pretty.
You handled the situation very well...
Just the thought of the whole thing makes me very uneasy.

[FrancescaH]

I don't know that I would have expected a gift, but a note or a call from someone in a managerial role to the OP later that evening would have been appropriate in my mind. Had this happened to me it would truly be an ordeal as I have limited mobility due to a physical handicap so climbing out would have been an issue that could seriously impact my cruise.

[fortinweb]

Originally Posted by ondeckatsea

I agree with the poster. She had a frightening experience and it shouldn't have been ignored. A small gift would have made her feel a little bit more appreciated. Noone should have to be made to feel small and unimportant. It is becoming the norm on Royal Caribbean where the dollar is king and the passenger just an income.

Yep! Maybe she should have been offered the Owner's suite on her next cruise.

I was late for work due to an accident on the highway yesterday. I think I should have gotten a gift, or at least a note, from the accident victim for my inconvenience. After all, their deep-pockets insurance company can surely afford it! We are all stuck in this ever increasingly cruel world and need to be compensated for our trouble, fer crying our loud!!!!!!

[ChipLondon]

Originally Posted by Gablin

....................... The cost cutting shows, but the trip was a real bargain.

Thank you for your account, and I also feel for your stress in such a situation, BUT, what has this got to do with cost cutting? Do you really think that Royal are trying to save money by not maintaining a lift, the servicing of such are regulated. Or is the cost cutting comment to do with not receiving some champagne, unfortunately in life these "lift" things happen, unfortunately on this occassion to you. Just bizarre that you call the trip a real bargain and then comment about cost cutting, maybe you should have volunteered to pay more.

They do everything right to get you out safely and you were not hurt. I do not see why they owe you any kind of financial compensation.

[Bette And Bill]

This has happened to me, not on a cruise ship but in a hotel in St. Petersburg, Florida. Not only did the hotel not provide any bubbly or give us a credit on our bill, but did not even note our names. I did not even think about getting anything for something that can happen anywhere at anytime when I was not hurt. Boy, am I learning a lot from these boards.