Anthem keeps docking us around

[emeraldcity]

I don't often compare cruise lines, since all have their good and bad points, and I have had superb experiences with RCCL in difficult situations on bookings when they went out of their way to help (and were entitled by the terms of our cruise contract to do far, far less than they did) so this is NOT a knock. But every difficult situation should at least have the silver lining of being able to teach something, and here is something I would respectfully suggest RCCL could learn from this: communication.

 

I've noticed that when weather, or any other unusual occurrence affects a Carnival cruise, all you have to do to find out the latest status is go to their website; the info is always either on the first page or the page contains a direct link to a notice, frequently updated, that gives you all the information they know -- where the ship is, what the plan is to avoid/deal with the emergency, and how they think it will affect other sailings -- even if the answer is that they think it WON'T affect the next sailing.

 

As a booked passenger on the February 13 sailing of Anthem (if there is one) I have been searching in vain for a similar source of info from RCCL. Its not on their website. And the only info I have gotten off their facebook page is a response to a question posed by one of my fellow passengers. In fact, not one peep has even been sent to the "messages" section of the "my cruises" booking page on the site. If Anthem hadn't been all over the news -- and if not for the best source of info on the web, the Cruise Critic boards -- those of us on the next sailing wouldn't even know there had been a problem that -- I think we all have to accept -- could likely delay or affect that sailing.

 

And frankly, that annoys me even though I'm safe and warm in my own home. I can't even begin to imagine how much worse it is for people actually on the Anthem to not be told what the cruise line knows with regular updates, even if the update is "no new news" or "right now we're not sure." Every one of us in business knows -- good news or bad news, constant customer communication is the hallmark of customer service.

 

Hi, again.

 

I'm the one who posted earlier to weigh in with how things were handled for future cruises after the Grandeur fire. While the ship was still out to sea, they couldn't assess the damage and make a decision about future cruises. Once the ship docked, they had a team ready to go onboard and survey the damage. That's when they announced that they were cancelling the current cruise and they advised that they would make a decision about the next cruise (mine) at 8:00 p.m. that evening. It was a few minutes after 8:00 p.m. when all the roll call members reported they were getting their emails telling us our cruise was cancelled and announcing compensation.

[evelyn51]

Not sure why anyone would fly to cruise out of NJ in the middle of winter anyway. Aren't there enough departures out of FL this time of year?

 

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$$$!

[NYcruzzer]

Not sure if this has been reported yet. Captain made the announcement that we will pick up pilot at 6:00 pm and dock at 9:00 pm Those who want to carry off their own bags can debark that night. Otherwise we are welcome to stay onboard and debark between 8 and 11 am. If we choose second option we have to put out our bags tomorrow night

 

 

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[tbill]

Not sure why anyone would fly to cruise out of NJ in the middle of winter anyway. Aren't there enough departures out of FL this time of year?

 

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Because they have the choice to do that. Maybe its the only time they can get off from work and they really wanted to sail on the Anthem, who knows there are many reasons.

[Kosi]

Heavy snow will be moving northward into Central NJ and the Lehigh Valley this evening with moderate snow continuing across the rest of E PA, S NJ into Northern DE. The snow will stick around until midnight in most locations. Watch out for black ice and low visibilities with the heavier snow bands as we go through the evening hours

[Paul65]

Am I the only one thinking that RCCL seems pretty unhelpful with regards to assisting pax in making alternate arrangements? Recently, when CCL had issues onboard the Liberty they were hog tied by the media about providing transportation for clients whose cruise was cut short or allowing them to stay onboard until their regularly scheduled flights? RCCL has made the decision to cut this cruise short (I am guessing so they can do repairs), it is supposed to be freezing and many people have not been able to make firm travel plans (mostly due to lack of certainty for when to make such plans as well as communication issues)... It seems like they are kinda kicking these passengers to the curb and using terms like "your travel and transportation needs". Yes, they are getting a full refund and 50% off, but where is the assistance NOW for their travel needs? Anyone try and price check last minute flights lately? Hotels in NYC? If CCL did this we all know they would be crucified by the media! It is an unfortunate situation for all the passengers but I am a bit disappointed by the seemingly lack of communication and transportation assistance that seems to be currently offered...

 

Are you one of the passengers? Just curious, as I don't really know how helpful/unhelpful they're being, other than what I have heard from some of those onboard. And it sounds like they're trying to communicate as much as possible. I don't know what assistance they're giving with travel arrangements, but based on past experience, I'd be surprised if they really just "kicked passengers to the curb" as you suggest, with out offering assistance.

[franncos]

It would be interesting to know who made the call for the sailing? The Captain or Corporate?

[tbill]

Are you one of the passengers? Just curious, as I don't really know how helpful/unhelpful they're being, other than what I have heard from some of those onboard. And it sounds like they're trying to communicate as much as possible. I don't know what assistance they're giving with travel arrangements, but based on past experience, I'd be surprised if they really just "kicked passengers to the curb" as you suggest, with out offering assistance.

 

To tell them 6:00 a.m. Wed. for docking, give them free wifi to make alternate travel arrangements and then hours later come back and say 9:00 p.m. is not really helpful.

[poz222]

Just basing it on the numerous postings from passengers about the lack of communications, including wi-if but not phone calls (for those pax who are not internet savvy) and from the letter sent to pax (post #70) which specifically points out "travel arrangements you have made for Feb 10th" (implying in legal,terms that any travel arrangements needed to be self made ) as well as stating pax who "choose" to stay overnight must disembark between 8-11 am. So after 11 they are kinda "kicked to the curb" no?

[bobbie0253]

Have they explained the delay? Hoping it has nothing to do with the ships seaworthiness and more with logistics.

[John Reid]

Free food and accommodations for 4 nights and the larger part of Wednesday.... Most passengers unharmed. A slight delay in debarkation due to the logistics of unloading 4 thousand people in the middle of the week when shoreside staff are usually not scheduled to work. Get a grip and deal with it.

 

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Somebody Else's Troubles

From the late, great, insightful Steve Goodman

 

Yesterday I went downtown and saw an old-time picture show

And the hero got a pie in the face;

He didn't like that, and he stormed around the screen.

Everybody else was laughin' in that place.

 

That's 'cause it ain't hard

To get along with somebody else's troubles,

And they don't make you lose any sleep at night.

Just as long as fate is there bustin' somebody else's bubbles,

Everything's gonna be all right.

Everything's gonna be all right.

 

Tell me, Did you ever have to pay for something that you didn't do,

Did you ever figure out the reason why?

When the doctor says this is gonna hurt me a lot more than this hurts you

Did you ever figure out that, that's a lie?

 

That's 'cause it ain't hard

To get along with somebody else's troubles,

And they don't make you lose any sleep at night.

Just as long as fate is there bustin' somebody else's bubbles,

Everything's gonna be all right.

Everything's gonna be all right.

 

And I saw the boss come a-walking down along that factory line,

He said, "We all have to tighten up our belts."

But he didn't look any thinner than he did a year ago,

And I wonder just how hungry that man felt.

 

That's 'cause it ain't hard

To get along with somebody else's troubles,

And they don't make you lose any sleep at night.

Just as long as fate is there bustin' somebody else's bubbles,

Everything's gonna be all right.

Everything's gonna be all right.

 

Now, I asked that undertaker what it took to make him laugh

When all he ever saw is people crying,

First he hands me a bunch of flowers that he'd received on my behalf,

And said, "Steve, business just gets better all the time."

 

That's 'cause it ain't hard

To get along with somebody else's troubles,

And they don't make you lose any sleep at night.

Just as long as fate is there bustin' somebody else's bubbles,

Everything's gonna be all right.

Everything's gonna be all right.

 

Sent from the computer on my desk using my fingers!

[time4u2go]

Not sure why anyone would fly to cruise out of NJ in the middle of winter anyway. Aren't there enough departures out of FL this time of year?

 

 

Perhaps because they don't want to fly to FL?

[cheezwiz]

Well done, Natty!

[cheezwiz]

Not sure why anyone would fly to cruise out of NJ in the middle of winter anyway. Aren't there enough departures out of FL this time of year?

 

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Not sure why it makes the slightest difference to you

[Bosjoe]

, their vacation is ruined

 

So sue mother nature. its not RCCL fault that a storm blew up and ruined the cruise. Maybe you should cancel your cruise as you keep saying they are incompetent.

 

There are logistic situation in NJ in where RCCL does not have full control over. The dock workers, etc.

Edited February 10, 2016 by Bosjoe

[time4u2go]

So sue mother nature. its not RCCL fault that a storm blew up and ruined the cruise. Maybe you should cancel your cruise as you keep saying they are incompetent.

There are logistic situation in NJ.

 

But it might be RCCL's fault that they sailed near/into the storm.

Edited February 10, 2016 by time4u2go

[jakeT]

You can buy Duty free thing on the ship. If not used up on the ship. You must go by normal customs requirement. And Or you have to paid duty on those items.

[Ldyandrea]

That's good. One less thing that they have to go through.

 

It'll probably be the speediest disembarkation they've ever experienced! It's generally waiting in line to go through customs that takes so VERY long.

[Merion_Mom]

This & $5 might get you a frappacino, but probably not a waived airline fee.

 

I was thinking about the timing.

 

If a person "just" changed his flights..........most airlines will make free changes within 24 hours.

 

Perhaps in this situation, the airline will stretch that timeline.

 

:)

[Cindy]

From the sound of it, the excellent communication during and immediately after the storm hasn't been as good today. I think this is an area for improvement for RCCL. In tense, emotionally charged situations, there's no such thing as too much communication. Even if the message was "We're sorry arrival plans are so unsettled, we're working to get you the details a.s.a.p." I think it would help.

 

I also second the suggestion an earlier poster made about information on the website. There needs to be an easy-to-find update section people can go to for information. When my Celebrity cruise was cancelled, I found out on Cruise Critic a good 8 hours before I received any communication from the cruise line. That shouldn't happen. The current passengers are the top priority, but future passengers deserve clear communication, even if it's just to reassure them that as of this time their cruise will sail as scheduled.

Edited February 10, 2016 by Cindy

[junior8]

Shaun your post below just hit me and made my heart go out to all of you

on the Anthem.

"honestly i really don't know, all i know is I thought we were going down and I was terrified. All I want is to feel secure and right now Rccl is making me feel the opposite"

 

Not many on these boards can truly understand what you all have been through. My prayers go out to you and your family, as well as all passengers. I hope you soon find the comfort you are seeking.

 

Cruising is a wonderful way to travel and hope you can give it another try as some point. Hopefully you will get the answers you need to get to that point. Who knows how any other cruiseline would have handled it, the same or differently we will never know. Maybe the strength of Anthem and the Captain made a difference. There are definately answers needed, but I hope you do not give up on Royal until you get those answers, because as I said who knows how, if at all, the other cruiselines would have differed.

 

God Bless!!

Brenda

[shaun07]

The one thing I will say is how wonderful the crew have been. I know many of them where just as scared as we where. They have been so professional and haven't missed a beat

[Setting sail for fun]

Hi, again.

 

I'm the one who posted earlier to weigh in with how things were handled for future cruises after the Grandeur fire. While the ship was still out to sea, they couldn't assess the damage and make a decision about future cruises. Once the ship docked, they had a team ready to go onboard and survey the damage. That's when they announced that they were cancelling the current cruise and they advised that they would make a decision about the next cruise (mine) at 8:00 p.m. that evening. It was a few minutes after 8:00 p.m. when all the roll call members reported they were getting their emails telling us our cruise was cancelled and announcing compensation.

 

Exactly. How can RC make any determinations until the ship is docked and inspected for damage?

 

I certainly do understand the frustration though!

[Bosjoe]

But it might be RCCL's fault that they sailed near/into the storm.

 

The problem its a double edge sword. If you stay and waited people will be up in arms, you go into a storm, people are up in arms.

 

Yeah it sucks that the cruise didn't go well, but they are treating the passengers well with refunds, and future credit for the most part. Helping people with change fees should have been included.

[Cruise Raider]

I was wondering that too, but I think because people can buy certain items on board (alcohol, cigarettes, jewelry) and/or have casino winnings, don't those things have to be declared to customs? I've never bought any of that so I'm not sure how it works.

 

I may be mistaking but doesn't the customs border control have a lot more to do than just count the amount of money you spent abroad?? I thought their real purpose was to check you for re-entry into the country. You were really only checked by a check in person to get on the ship. I am sure someone will chime in if I misunderstood this.