Carnival should take Customer Service LESSONS from Disney......

[Skywench]

I don't know about Disney, as I've never been on a Disney cruise and really have no desire to go on one. My experiences with Carnival have all been positive, so I keep going back to them.

[ib4cruzn]

It's a sad comment that customer serivice is optional these days.

[John&John]

It has become increasingly obvious to me that Carnival now cares MORE about their bottom line than about their passengers. In December, Carnival's Fantasy was not able to make it back into port due to fog, and after keeping their passengers hold up at the Mobile Civic Center all day with little or no food and drinks (and what was brought in was STALE and almost unedible), they announced that the ship would not sail until the next day and that they would be providing rooms at local hotels for those guests who wished to remain in Mobile and cruise the next day, or they would issue a FULL REFUND for those that wished to cancel, which was EXACTLY what they should have done, but about an hour later, a letter was produced and read denouncing both of those options and replacing them with "discounted" hotel rooms and "future cruise credits". Who knows at WHAT point Carnival executives decided NOT to take care of their guests, but to take care of THEMSELVES and their bottom line. They should take a VALUABLE lesson from Disney when on Saturday the Magic was unable to make it back to Port Carnaveral due to high winds. Disney may cost a little more, but it is WELL worth it when you consider the CARE and CONSIDERATION given to their guests, and the service they provide, regardless of the reason for any delays in embarkation or debarkation!!

 

Read this link and CONISIDER DISNEY next time you want to cruise....you will NOT be sorry!

 

http://www.cruisecritic.com/news/news.cfm?ID=3685

 

They should, but they aren't able to afford to do so and offer such a great cruising value!

 

If you would like that level of compensation when things go awry, then by all means pay the Disney price!

[jolyroger]

We have been a Disney Cruise back in 08, it was same week we are going this year on Carnival.( April 17th yes school vaction which we know it typically high , )...The price difference.... Disney cruise 5days and 4 nites was $5,000 ..oceanveiw.......Carnival with a balcony for the four of us it was $3,200......for a 8 day 7 night...Now thats not including shore excursions and such or airfare with either..

I will say that Disney (and for us we are avid Disney nuts..We go to "the World" at least once if not more a year....We are DVC members as well as pass holders. We always go in September because crowds are low and prices are great , and to take the kids out of school another week as we do in September is not an option for us, so April Vacation is a must for us..) I agree a Disney cruise ...there is nothing like it....The customer service goes above and beyond ..on the Ship as well as in the park.....Its all about making the guests Happy.....We would love to cruise on the line again but pricewise unless its a last minute cruise or an off time of the year , we just won't be doing it any time soon....To get what we are getting on The Carnival Dream on Disney it was almost $10,000 for our family!!

Yeah little to steep for our bunch...But I do agree Disney has it down Pat with the Customer service!

[Silverscreencruiser]

Every customer-service company should learn lessons from Disney. That said, this is a classic case of "you get what you pay for". Carnival provides an excellent on-board experience for the money, but their customer service is atrocious.

 

My experiences with frontline Carnival service (the wait staff, stewards, bar tenders, casino employees, etc.) has been nearly uniformly excellent. I can count the bad experiences I've had with individuals on five cruises on one hand with a couple of fingers left over. As far as notifying and dealing with problems of a corporate nature (which I consider more of a middle management duty), they leave something to be desired.

[gtalum]

My experiences with frontline Carnival service (the wait staff, stewards, bar tenders, casino employees, etc.) has been nearly uniformly excellent. I can count the bad experiences I've had with individuals on five cruises on one hand with a couple of fingers left over. As far as notifying and dealing with problems of a corporate nature (which I consider more of a middle management duty), they leave something to be desired.

 

I agree with you. Customer service aboard the ships is excellent. It's the same corporate service that I'm talking about. They don't do a very good job making it right when they screw up.

[nbsjcruiser]

customer service should be important to all businesses.

Its not. In large companies today the pecking order goes like this: Bottom line first, executive compensation next, PR next, then maybe cust sat - maybe.

[newmexicoNita]

Its not. In large companies today the pecking order goes like this: Bottom line first, executive compensation next, PR next, then maybe cust sat - maybe.

 

I don't think it is just exec compensation, it is the me, me, me; we all all guilty of this. Yes, the days of the customer is right are long gone.

 

Nita

[Vanessa L]

OP, not sure how old you are but when I started flying meals were free and most were actually very good. You could take as many bags as you wanted without extra $$. Flight attendants were nice, smiled and genuinely seemed to like their jobs without snarling, complaining or being down right rude because they were stressed out. Seats were further apart, you weren't practically sitting in someone's lap and your knees weren't in your chest if you were over 5'5".

 

Look what flying is now. All companies are going the way of less is more and "you'll be happy with that" or move on. Yes, I suspect Disney has better customer service but as others have pointed out, so does Ruths Chris and the Westin. I just refuse to pay their prices. I suspect, in the 52 weeks a year that all cruises sail, you might find one or two that are cheaper than Carnival for the same sailing, overall it is very difficult to find a Disney cruise that would be as inexpensive or less. That leaves a lot of people out who's schedules don't fit into those 2 weeks a year that Disney might be cheaper.

 

I think for me what matter is expectation. In case you weren't aware, the definition for expectation is: a planned resentment. I never, ever sail Carnival and expect Crystal quality or customer service. I don't expect Ruths Chris quality or customer service when I eat at Outback. I don't fly in coach on ANY airline and expect either first class service or anything other than "here's your peanuts now shut up and enjoy the flight." The point is, I am acutely aware that I get what I pay for. For my personal tastes, I prefer to pay less and know that I am not going to get a higher class of service than what I am paying for. I know that going in. For me, it is worth getting 2 or even 3 cruises for what I would pay for DCL or even RCI. And I know going in that, should I encounter any problems they are not going to be met with Crystal or even Disney's customer service model. For me, it is worth it.

 

For others, it is worth paying for the service they demand and, more power to those people!!! It is just frustrating to have someone come on and fuss about Carnival's customer service when (uh-oh here it is again) it is well documented that it fairly well sucks.

[MrPete]

Its not. In large companies today the pecking order goes like this: Bottom line first, executive compensation next, PR next, then maybe cust sat - maybe.

 

ABSOLUTELY!!

 

Every January we needed to scramble to make sure we met our numbers for bonuses at 100% compensation. And being I was part of that compensation, I certainly scrambled! :D

[Boatsie]

Customer service should STILL be important to the company you choose to cruise with....REGARDLESS of the cost....when by NO fault of your own, the ship doesn't sail when it is supposed to....and fyi....Disney is affordable if you watch the time of year you choose to cruise...

 

Carnival's customer service has not ALWAYS been like it is now....I've been on Carnival when, because of weather, they were unable to leave when supposed to. They took us by buses to local hotels, and not only PAID for our rooms, but also gave vouchers for food costs as well....and on top of that....issued shipboard credits to EVERY ONE for a future cruise, so this is a recent change in their policies to protect their bottom line, and that is a CHOICE they made to look after themselves over taking care of the customers...so that means I can CHOOSE to cruise another cruise line, and recommend different ones as well, as I am a travel agent, too, and my clients depend on me to advise them on DO's and DON'Ts...I say...do NOT trust Carnival to care about you or your delays in the case of weather....BUY INSURANCE!! That is what I tell my clients who choose to cruise on Carnival.

 

I surmise from your comments that you've booked some clients on that accursed cruise and have gotten your share of fulmination in spades!

 

In the future, recommend you explain to your future clients the level of service they should expect from a budget cruise AND always recommend insurance on ANY trip, explaining the pros and cons of such a purchase.

 

I wouldn't hold my breath waiting for Carnival to change their ways. A low-cost carrier lives and dies by the bottom line, nothing more--nothing less.

[Skywench]

I don't think it is just exec compensation, it is the me, me, me; we all all guilty of this. Yes, the days of the customer is right are long gone.

 

Nita

 

 

LOL, well, the customer isn't always right. Yes, companies do screw up, but sometimes the customers are at fault and in the past companies have rewarded bad behavior. There's also an entitlement attitude by some people as well. We read that on here often!

[NEW 2 CRUISIN]

Just an observation about this...

 

It's apparent that many of you either drank the Disney Kool-aid or are simply taking the Original Poster's premise as the final word on Disney's Customer Service.

 

It's a great myth from the past that Disney excells at Customer Service, and - thanks to their Marketing Department - the myth lives on! It was true once, but Disney has fallen into the same problem as many other companies - the people they can afford to hire just aren't able or willing to deliver. Bottom line is always the first consideration.

 

Ask anyone who has had an issue at one of the Disney Parks or on the Cruiseline. They'll be complaining about the customer service too.

 

What most of these stories boil down to is: If the Customer got more out a situation than they put into it, they see "great customer service." If the Customer feels entitled to more than they were offered, then they fee the "customer service stinks."

 

:rolleyes:

[DGP1111]

Carnival should take Customer Service LESSONS from Disney......

 

.

Should?? . . . . Oh, most definitely.

But can they?? . . . . No.

 

Disney Institute does not offer customized Customer Service & People Management programming for most others in the travel/hospitality industry (aka 'the competition'). Wouldn't be in Disney's best interest to do so.

 

But for those who can, the success stories are numerous.

http://www.disneyinstitute.com/About_Us/Case_Studies.aspx

 

.

Now the question . . . . do you think Carnival has ever asked??

 

.

** I do fully understand the thread title was just a rhetorical statment, but I just thought I'd fill in a gap about the possible process. :)

.

.

[newmexicoNita]

LOL, well, the customer isn't always right. Yes, companies do screw up, but sometimes the customers are at fault and in the past companies have rewarded bad behavior. There's also an entitlement attitude by some people as well. We read that on here often!

 

yep, exactly;; to many expect too much and no, the customer isn't always right..I think that is where part of the problem lies..There was a time when if a customer had a reason to complain it was usually legit so the company would do what was in their power to turn bad situation into a better one: now, some cusotmers have become so demanding the company just says; screw it!!! might not be a good policy, but understandable in many ways. Worse yet, admit you are wrong as a company and look for the law suits to start!!

 

Nita

[imagine8]

Cost aside, I do not ever to wish to cruise Disney. No offense to those of you with small children but I don't care to go on a cruise that is targeted towards them. I prefer vacations with the least number of children around as possible! :-)

[Vanessa L]

.

Should?? . . . . Oh, most definitely.

But can they?? . . . . No.

 

Disney Institute does not offer customized Customer Service & People Management programming for most others in the travel/hospitality industry (aka 'the competition'). Wouldn't be in Disney's best interest to do so.

 

But for those who can, the success stories are numerous.

http://www.disneyinstitute.com/About_Us/Case_Studies.aspx

 

.

Now the question . . . . do you think Carnival has ever asked??

 

.

** I do fully understand the thread title was just a rhetorical statment, but I just thought I'd fill in a gap about the possible process. :)

.

.

 

VERY interesting that MIA is on that list. MIA is easily the WORST airport I have ever used (in or out) for efficiency, customer service (everyone I have ever encountered is rude and some are down right nasty), and the "right way" to do customer service. Evidently, they either did not make a passing grade or didn't take back to the "office" what they learned.

[DGP1111]

I can only take a guess here, but perhaps it's all in comparision to how truly dismal they were before entering the training. 'Better' can still be 'worse than the rest of the field'.

I, personally, don't fly into MIA because of the problems I encountered there years ago. My memory is long and stong. So now I go into Ft. Lauderdale and take the shuttle. :)

[trock]

It has become increasingly obvious to me that Carnival now cares MORE about their bottom line than about their passengers. In December, Carnival's Fantasy was not able to make it back into port due to fog, and after keeping their passengers hold up at the Mobile Civic Center all day with little or no food and drinks (and what was brought in was STALE and almost unedible), they announced that the ship would not sail until the next day and that they would be providing rooms at local hotels for those guests who wished to remain in Mobile and cruise the next day, or they would issue a FULL REFUND for those that wished to cancel, which was EXACTLY what they should have done, but about an hour later, a letter was produced and read denouncing both of those options and replacing them with "discounted" hotel rooms and "future cruise credits". Who knows at WHAT point Carnival executives decided NOT to take care of their guests, but to take care of THEMSELVES and their bottom line. They should take a VALUABLE lesson from Disney when on Saturday the Magic was unable to make it back to Port Carnaveral due to high winds. Disney may cost a little more, but it is WELL worth it when you consider the CARE and CONSIDERATION given to their guests, and the service they provide, regardless of the reason for any delays in embarkation or debarkation!!

 

Read this link and CONISIDER DISNEY next time you want to cruise....you will NOT be sorry!

 

http://www.cruisecritic.com/news/news.cfm?ID=3685

 

I agree with you .. Carnival needs a Dale Carnagie course or something in Customer Service.. Online, on the phone and sometimes on board..

But one cruiseline I would never ever sail is Disney.. Not a fan....

 

 

:)

[Vanessa L]

I can only take a guess here, but perhaps it's all in comparision to how truly dismal they were before entering the training. 'Better' can still be 'worse than the rest of the field'.

 

I, personally, don't fly into MIA because of the problems I encountered there years ago. My memory is long and stong. So now I go into Ft. Lauderdale and take the shuttle. :)

 

DH has said that is going to be our option in the future as well. Thank God we are sailing out of Mobile and FLL this year!!

[fourwaystreet]

Customer service should STILL be important to the company you choose to cruise with....REGARDLESS of the cost....when by NO fault of your own, the ship doesn't sail when it is supposed to....and fyi....Disney is affordable if you watch the time of year you choose to cruise...

 

Carnival's customer service has not ALWAYS been like it is now....I've been on Carnival when, because of weather, they were unable to leave when supposed to. They took us by buses to local hotels, and not only PAID for our rooms, but also gave vouchers for food costs as well....and on top of that....issued shipboard credits to EVERY ONE for a future cruise, so this is a recent change in their policies to protect their bottom line, and that is a CHOICE they made to look after themselves over taking care of the customers...so that means I can CHOOSE to cruise another cruise line, and recommend different ones as well, as I am a travel agent, too, and my clients depend on me to advise them on DO's and DON'Ts...I say...do NOT trust Carnival to care about you or your delays in the case of weather....BUY INSURANCE!! That is what I tell my clients who choose to cruise on Carnival.

 

The OP has been on 11 Carnival cruises in less than ten years, Either CCL can't be that bad or their a glutton for punishment.

 

As a travel agent wouldn't you recommend that insurence be purchased regardless of the cruise line that is booked?

[nrdsb4]

Cost aside, I do not ever to wish to cruise Disney. No offense to those of you with small children but I don't care to go on a cruise that is targeted towards them. I prefer vacations with the least number of children around as possible! :-)

 

 

When my children were younger, we took them on a Disney cruise. We had a blast. We were, however, surprised to find that a lot of passengers did not even have children. A few were on their honeymoon! Can you imagine?! To each his own, though.:)

[mara93]

I'm pricing out cruises for my family & I just peeked at DCL. OMG!!!!!!!!!!!!!!

I about fell out of my seat.

Ouch.

[westcruzer]

Cost aside, I do not ever to wish to cruise Disney. No offense to those of you with small children but I don't care to go on a cruise that is targeted towards them. I prefer vacations with the least number of children around as possible! :-)

 

I know of a few friends who do not have children and do not want children that cruise Disney for the "Disney Experience." They have told me they NEVER have issues with too many children. They say there are areas for adults only. They have taken the Disney Cruise multiple times and enjoyed it each and every time.

[keishashadow]

Just an observation about this...

 

It's apparent that many of you either drank the Disney Kool-aid or are simply taking the Original Poster's premise as the final word on Disney's Customer Service.

 

It's a great myth from the past that Disney excells at Customer Service, and - thanks to their Marketing Department - the myth lives on! It was true once, but Disney has fallen into the same problem as many other companies - the people they can afford to hire just aren't able or willing to deliver. Bottom line is always the first consideration.

 

Ask anyone who has had an issue at one of the Disney Parks or on the Cruiseline. They'll be complaining about the customer service too.

 

What most of these stories boil down to is: If the Customer got more out a situation than they put into it, they see "great customer service." If the Customer feels entitled to more than they were offered, then they fee the "customer service stinks."

 

:rolleyes:

 

Would that be lime green koolaid w/a shot of stoli's:Di am Disney cheerleader (ya think lol?) visit couple times a year, own the vacation club, hold stock, etc. I think Carnival runs a fine ship and offers great ports & value. They each excel in their own way imo

 

There is a Disney difference as to how they operate, in all things. Walt is a loveable figure, yet he was a tyrant backstage & things ran his way or the highway. Above all other things, Disney is a business. Their loveable perception is a large part of their successful equation. Most fans are willing (for the most part) to overlook a slight decline in service over the last few years. I'd like to think the cutbacks are temporary due to economy (decrease in employees, making their dining plan leaner, etc.); still they produce a wonderful experience and many are willing to 'overpay' for it.

 

the 20% offered to those stuck in Nassau sounds grand...unless you know they typically offer a flexible 10% onboard booking discount as well as varying OBCs ($100 to $200 when i last booked, depending on length of cruise) & there was a $25 OBC for booking w/Disney Visa. At least they are making a gesture. If the 20% was on top of the 10% standard booking discount, then i'd be impressed.

 

it's true some of the DCL european cruises are highly discounted this summer especially vs the Alaskan itinerary for 2012:eek:. we managed to snag such a great early pricing tier for 5 day cruise on new ship in 2011, over $1,000 less than one on the Wonder this summer same time period.:confused: I wondering if the other lines' 2012 pricing will also tumble?