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-   -   How should cruise lines communicate last-minute itinerary changes? (https://boards.cruisecritic.com/showthread.php?t=830045)

[email protected] August 19th, 2008 05:15 PM

How should cruise lines communicate last-minute itinerary changes?
 
When NCL's Norwegian Sky departed Miami early to avoid a tropical storm, some passengers were stranded at the port. Click here for our coverage: http://www.cruisecritic.com/news/news.cfm?ID=2737

Could NCL have done a better job communicating the itinerary changes to its passengers? How should all cruise lines handle last-minute correspondence? We want your opinion, so please weigh in on our poll.

smeyer418 August 19th, 2008 05:39 PM

Quote:

Originally Posted by [email protected] (Post 15898733)
When NCL's Norwegian Sky departed Miami early to avoid a tropical storm, some passengers were stranded at the port. Click here for our coverage: http://www.cruisecritic.com/news/news.cfm?ID=2737

Could NCL have done a better job communicating the itinerary changes to its passengers? How should all cruise lines handle last-minute correspondence? We want your opinion, so please weigh in on our poll.

The only problem with the first one is you don't always get the home phone or the spouse gets the call and says what cruise and with whom?

Azure Moon August 19th, 2008 05:50 PM

I voted for All of the above but I would change having a person calling all of those numbers. It would be faster and easier for the cruiseline to have a prerecorded message for the notification calls.

Save the live help for answering incoming phone calls from people who need additional information or help with changes.

paul929207 August 19th, 2008 06:46 PM

Quote:

Originally Posted by [email protected] (Post 15898733)
When NCL's Norwegian Sky departed Miami early to avoid a tropical storm, some passengers were stranded at the port. Click here for our coverage: http://www.cruisecritic.com/news/news.cfm?ID=2737

Could NCL have done a better job communicating the itinerary changes to its passengers? How should all cruise lines handle last-minute correspondence? We want your opinion, so please weigh in on our poll.

When did NCL decide to leave early? I suspect it was too late to notify most passengers.

G'ma August 19th, 2008 06:51 PM

They do all those things anyway. The problem comes when passengers are unavailable or are already in transit.

It is ALWAYS the passengers responsibility to keep track of schedule changes; cruise ships or airlines.

It is not the companies responsibility to KNOW where you are at all times and whether you are available to receive messages.

Pick up the phone and call. It's FREE.

Aquahound August 19th, 2008 06:54 PM

Quote:

Originally Posted by smeyer418 (Post 15899173)
The only problem with the first one is you don't always get the home phone or the spouse gets the call and says what cruise and with whom?

or..a lot of people don't leave their homes the day of the cruise anymore. Many stay in pre-cruise hotels for one to several days.

In a case like a tropical system, there has to be some common sense on the part of the passenger also.

I voted for all..as long as people register their cell phones, not home phones. Although, the live person idea may not be possible.

KroozFoolz August 19th, 2008 07:18 PM

Text message to your cell phone with phone number to contact for more complete information or if you have more questions.

Donray August 19th, 2008 07:21 PM

What difference does it make if it is a last minute change or even 8 hours before leaving?

What difference will it make to you?

I would rather not know, since maybe it would upset me and there would nothing I could do anyway.

arlodog August 19th, 2008 08:14 PM

How about asking at the time of booking how the passenger wants to be notified? e-mail, phone ect... and also make sure that the passenger knows that the departure time is subject to change without notice. It is probably in the contract, but I was surprised to hear that they left earlier than scheduled departure--I thought maybe they would delay departure and just sit out the storm; never occured to me that they would leave early!

cruisecrazytoo August 19th, 2008 08:46 PM

Quote:

Originally Posted by G'ma (Post 15899919)
They do all those things anyway. The problem comes when passengers are unavailable or are already in transit.

It is ALWAYS the passengers responsibility to keep track of schedule changes; cruise ships or airlines.

It is not the companies responsibility to KNOW where you are at all times and whether you are available to receive messages.

Pick up the phone and call. It's FREE.

I am going the same time on RCI in a few weeks and you gotta be on top of it with backuip plans. Wonder if RCI Magesty left early too!!!

PurpleCow August 19th, 2008 08:48 PM

I get same day email notification from my TA.

wrp96 August 19th, 2008 08:51 PM

Quote:

Originally Posted by cruisecrazytoo (Post 15901883)
I am going the same time on RCI in a few weeks and you gotta be on top of it with backuip plans. Wonder if RCI Magesty left early too!!!

Neither Carnival nor RCCL left early.

Host Michell August 19th, 2008 10:36 PM

I cannot even imagine how much it would add to each cruise fare to hire enough phone reps to call every passenger on every cruise potentially affected by schedule changes (late arrivals by an hour, missed ports due to weather or mechanical problems), etc.

The vast majority of pax on the Sky clearly got the message -- reports are that 12 people missed the ship's early sailing. Whatever the cruise line is doing appears to have been adequate notice in nearly every case -- to have done a "better job" notifying passengers NCL would have had to be perfect in reaching everyone. As others on this thread have said, that's almost impossible. People are in transit, changed cell providers, only gave home numbers when they aren't home, etc..

cruisePRN August 19th, 2008 11:51 PM

To Verbally notify people of something is invalid if they 'miss the boat". How many times have you tried to get a customer service rep to keep their word only to find out it doesn't matter if it's not in writing in the contract. These folks have doc's that state their departure time and if the cruise leaves early these folks are due any out of pocket expenses and a full refund because the cruise broke the contract.

smeyer418 August 20th, 2008 12:31 AM

refund yes(you should read the NCL boards some saying no refund is due)...consequential damages not required but good pr. This time its only 12 people not that many. the consequential damages(getting them home) aren't that much....


I wonder if they have insurance and what it covers.....

wolfcathorse August 20th, 2008 01:49 AM

shame on those 12 for not flying in a day early...part of the booking process should be to leave the name of the hotel that you're staying at pre-cruise. Calling home won't work, the passenger has already left. I don't have a cell phone and how am I supposed to check email when I don't carry a laptop in transit. Best bet is to call the pre-cruise hotel I'm staying at.

tomsandi August 20th, 2008 02:01 AM

all of them plus
 
Register Letter that some one must sign:D

isujim August 20th, 2008 06:56 AM

I have thought this over for a day.........I'm just not sure there is anything that LOGICALLY can be done to notify (in some cases very soon 5,000 passengers) all the passengers. Some don't have cell phones or leave them at home on vacation, some come in the day before or two days before..........some arrive the day of.........1,000 are scattered over area hotels.........

It is rare that it happens.........I just don't think there really is anything that can be done.

How they react to it, if passengers are left behind........will strengthen or weaken them from a PR standpoint.

ILVMM August 20th, 2008 08:39 AM

Isn't this a situation where, if the passengers had purchased insurance - - it would have been taken care of?

I cannot imagine someone cruising during hurricane season without insurance.

dublin August 20th, 2008 08:59 AM

Get to the ship earlier than 2 hours before scheduled leaving. Why get there so late.

Not me I am there early - they will never ever leave without me.


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