Superstar Gemini

[kuldalai]

SSV when you say Pacific deployment, do you mean Australian summer deployment ? If NCL are going to transfer a larger vessel to STAR it would seem more logical to transfer Norwegian Spirit (formerly Superstar Leo) as it was built as the twin to SS VIRGO especially for the Asian market ? Then the two identical vessels would be based in Asia/Pacific and it would be better for interchangability of itineraries , spares, and maintenance .

[ssv]

Yep, Australia cruises. So far bookings have been very very encouraging and I am certain of another Pacific season or probably even a permanent ship as IMO, there is plenty of spare capacity lying around.

 

Its unlikely for NCL to transfer any "new" ships over but I was just pointing out the importance of the Virgo being based in Singapore and that only a larger ship for e.g. Pearl, Dawn will replace her. Importance in terms of revenue and public awareness of the ship.

[BJC]

I do not have an agenda, nor an axe to grind with Star, but quite frankly I don’t believe they know how to run a Cruise Line in this day and age, they appear to be still locked into the 90’s way of thinking!

Their website is much the same it was in 95/96 when we first cruised with them, and as it was then, it is still as about as helpful as hip-pockets on a singlet!

The “Asian way” of not answering a reasonable request, which is either too hard, or the information is not available, only puts its Customers off side, I would rather they say “I don’t know” or that “the information is not available, have a good day!”, than simply ignoring you, I just gave up on them in the end.

Their apparent lack of vision as to what to provide by way of cruises other than the same old Straits of Malacca cruises that they have been doing for over 12 years now, has allowed more of the European and North American Cruise Lines to start filling Cruises in the Asia region, which has been Stars sole domain for so long, as such they will lose market share to these proven “World Class” Cruise Lines.

As previously indicated we are looking at an Alaska Cruise/Tour in August/September ’08 and both HAL and Princess have a number of their sail dates already showing as fully booked, 13 / 14 months out, where it appears that Star can’t fill Gemini for many of their Straits cruises, makes you wonder.

The other thing I don’t understand is that when, as many have done, you sail and find that there are Staterooms available for an upgrade, the on board prices quoted are so far over the top of what it would have cost as an original booking, that no one takes them up, the silly thing is that there is no additional cost incurred by Star for the upgrade, so that any on board upgrade revenue is all Profit to Star!

I have expressed my concerns and made suggestions to Star and have had not a single response, the "Asian way", oh well never mind!

Regards, Bruce

[kuldalai]

One gets the distinct impression that the Star Care area is filled with "spin doctors" whose job is to simply fob off suggestions, requests ; and as such feedback is encouraged but they're not really very interested.

 

Specifically recently I raised two issues with Star care and this is what transpired :

 

1. I asked when itineraries for Asia beyond April 2008 would be published .

The first answer I got told me they would be published on the website and through travel agents . I then pointed out that I had asked WHEN not WHERE the itineraries would be published and that my question still required an answer . The second response basically said do not know , and get lost. (Now someone in Star must have an indicative idea of when itineraries will be open for booking.) So in the end no real answer, and a potential repeat customer cheesed off.

 

2. Secondly I asked why the on-board TV on GEMINI did not include Network Australia when 70 % of pax are Aussies . First response said not enough channels available. So I then suggested they drop one of the multiple American news channels to include Network Australia. Second response said that they get FOX News as part of deal with some Asian channel they must have . So then asked why with 70 % pax being Aussies why are'nt the overall mix of channels altered to include less US channels and just 1 Aussie channel , re-configure the packages . Third answer not going to do anything . So that is what you get from a business that is supposed to be customer responsive .

 

I was tempted to write to their Director of Marketing, but one wonders if it is worth the effort . Myself as a former Director of Marketing their product and on ship service delivery are fantastic, but their flexibility and attitude in response to customer feedback is very poor, and overall their marketing is pretty pathetic compared to what NCL do . viz: No cross promotion of vessels and itineraries to pax on ships in Asia, no pre-release of Asian cruises to previous pax base . No brochures available in TA in Australia even though they are trying to promote an Australian Season. They seem to rely on wholesalers to package and do their marketing for them One wonders why they have an Australian Office at all . Try and contact them and they fob you off to the TA .

[Deck10 007]

No you are not bashing Star Cruises and I am not the defender of Star Cruises. But I just like to put forward a different perspertive to what you said. In my opinion their website is adequate for Asians but your expectations as Australians for their website is much higher. We just dont use the online services as much as you or the Americans.

The coming entry of the other American Lines into the Asian market would be one tough lession for them. Star Cruises ships have never sailed 100% full unlike in the American market. Yet Star Cruises operation in Asia is profitable because of the cross subsidy from their casino operations. If the American Lines miss this point it will be one painful lession for them.

Asians just do not plan their vacation than more 6 months ahead. Also Star Cruises management themselves dont know and have to juggle on where to homeport their ships and actually not many countries here will accept their ships. So yes it is one problem for Australians.

As for the room upgrade that has been a mangement decision. Yes it does not make sense to us. Why not pick up the extra revenue on the ship. As it is the cheapest cabins always get sold out first and just to think if cheap upgrade is available on board the higher priced cabins will never be booked.

Now for the other gentleman. Most of the time the front line staff do not have the answers to his questions. How they should response to his query in the best possible mode is a matter of conjecture. As Diector of Marketing of course this and that could be done and maybe some improvement in this department is always possible for Star Cruises.

One final note. Yes the Gemini can do with an Austalian TV channel.

[kuldalai]

I appreciate that the people at Star Care may not have the answers to many queries and suggestions that people put , but would have thought it was their job to provide an interim thankyou and it has been referred , will respond further reply . But what happens is you are fobbed off or not responded to at all. This area should act as a conduit to/from areas of responsibility , whereas it appears to be there primarily as a PR front to just give out spin and not really address issues raised . In the first instance these people should be taught to respond to the actual question being asked, not answering what they think is being asked . viz: WHEN are itineraries going to be released, was answered as WHERE which shows a poor attention to detail .

[just hooked]

This what i sent to star and the response just thought i would share



Hi

Could you tell if its ok to bring our own wine or spirits on board to drink in our room or at dinner we are going on the Gemini. and duty free alcohol we buy on board is that given to us at the end of the cruise or do we take it when we leave the shop



Thank you for writing into Starcare.

In response to your query, we wish to advise that passengers are allowed to bring their own drinks aboard. However, there are corkage charges if you want to consume the drinks at our outlets. You may also need to declare the alcohol that you wish to bring along onboard and/or brought back into Singapore (after the cruise) at the customs counter at the Harbour Front Centre.

Thank you and we look forward to welcoming you aboard the SuperStar Gemini.

Yours Sincerely,

Pamela Koh

Senior Officer - Customer Services

[hbellman]

Hi Les,

what hotel will you be staying at? Did you book theaccommodation as a package with the cruise?

We have 1 night before at the Grand Plaza Park Hotel (ex Grand Plaza Parkroyal) and 1 night after at the Grand Mercure Roxy (East Coast, closer to the airport). We have stayed at both previously. We only booked the cruise through a TA (and only because you cannot book direct with Starcruises) and the rest ourselves.

Have started throwing a few things in the luggage - it's getting closer :D:)

 

Hi,

we are booked for our first cruise on the 30th September, and are also booked at the grand plaza park, you mentioned you have stayed there before, is it in a good position, and is it quite nice. also does anyone know what the weather will be like at that time of year on the cruise

 

thanks Hazel

[ssv]

The ships run everything, casino deal with luck and office pisses customers.

 

Yep, welcome to Star Cruise! :D

[E onboard]

WOW- some interesting comments- as a first timer in October it is a little worrying that Star appears from what has been written to not be interested in feedback and suggestions or public relations.

This does not bode well- I have heard great things about the Gemini and am looking forward to our cruise but can certainly see where the respectful 'no idea' answers could be frustrating.

The worry for me as someone who has not yet been onboard is how would we go if something goes wrong onboard and a rapport needed to be established between ourselves and Star on disembarking?

I hope someone can allay our fears and say 'she'll be right!!'

 

E :(

[ssv]

I'm sure you'll be able to enjoy your cruise and any concerns you might have whilst onboard will be taken care of professionally by the staff. Its usually the shore office staff which give "unhelpful" answers.

 

Even if I have not been on the Gemini before, SC's ship staff are all fantastic service wise, as well as helpful and friendly. So fret not and just enjoy to the fullest!

[BJC]

I must say that the Gemini’s Crew are most wonderful and will help you enjoy your experience.

The medical staff “managed” all the “problems” on the first Sing-HK-Sing cruise as well as could be expected, and my wife has nothing but praise for them in sorting her problem out for her.

The Ships Officers, mostly Scandinavian, and crew, mostly Pilipino, were very efficient, helpful and friendly, and as for safety they were always holding drills to ensure that they would be on top of any situation that might arise.

They continuously tested and maintained, the ships safety equipment including the lifeboats and tenders, in virtually every Port of Call they would lower one or more and take it for a test run.

We took the bridge tour, which is not always available on the short Cruises, and despite being built in the early 90’s the Gemini is fitted with all the latest hi-tech equipment.

All in all I have no problem with Gemini the Ship, I just think that Star the Cruise Line needs to lift their game.

As for the new players in Asia falling on their collective faces, only time will tell, but friends in the US tell me that there is strong bookings for all of the US Cruise ships venturing to Asia in 08.

You will all enjoy your cruise, of that I am confident.

Regards, Bruce

[tmbhl_on_the_go]

Bruce,

what are some examples of the US cruise ships venturing into Asia that you refer to? I'm keen to book for 2008 and sick of waiting for Star, if there's a US line alternative I'd like to investigate, but I haven't come up with any on any of my searches on the cruise booking sites. Or are you referring to longer haul cruises from the US to/round Asia? I am more interesting in the 7/14 day itineraries in Asia. Thanks for your help. Completely agree with the comments re Star's appalling website responsiveness. I gave a lot of comments on our cruise survey form when we sailed Straits of Malacca last month, but sounds like they're heard it all many times before and continue to ignore.

[kuldalai]

Princess Cruises are basing one vessel in Aus all year round supplemented by second vessel over Summer 08/09 . Itineraries are up and bookable now and include from Aus: New Zealand, Japan and Circle Pacific. Full details at :

http://www.dawnsunprincess.com.au/html

Also an itinerary operates regularly out of Hong Kong to Asia on vessel called Costa Verde.

[kuldalai]

Don't worry about STAR as far as on board service, safety maintenance of the vessels they are 7 star at that . Any problems they fix right away, I have never seen a raised voice or agitated passenger on either VIRGO or GEMINI; and GEMINI although older is just the most sensational little vessel with a crew that enjoy the cruise and serving their passengers as much as passengers enjoy the cruise .

 

All Bruce and I are saying is that head office and marketing could do much better for Star . As I pointed out previously the Companies NCL division have a much more professional and innovative approach to marketing . If one reads the financial results for the year to date Star are not doing as well as they could be load factor wise, and in Asia they need to be doing some new itineraries and deployments rather than the same old Straits of Malacca that load factors are dropping on . Viz: Singapore/Hongkong to destinations like China, Korea, Japan, Bali, Manila, Northern Aus in Darwin and Cairns, Australia and New Zealand . That doesnt mean they have to abandon their short trip Asian gambling cruises, but rather adjust the itineraries to cater for more new destinations and demand from cruisers looking for longer duration up to 2 - 3 weeks . They have plenty of capacity available in VIRGO, GEMINI & LIBRA to cater for both existing markets and expanding into new itineraries and destinations .

[Westaussie]

Hi E - yes 'she'll be right'! As said in the last post - on board they're 7 star for service, friendliness etc. Have sailed Gemini, Virgo and Leo and never had a problem. I must admit I like Gemini best I suppose having only 800 passengers or so the staff/crew get to know you better but they, also, seem to be happier. So don't worry - with an open mind and sense of humour you will enjoy your cruise.

 

Vera

[BJC]

Hi tmbhl on the go, there are both long haul and 7 – 14 Day cruises presently operating in Asia.

Right now and in ’08 the cruise lines in Asia, that is Singapore to Japan, from Europe there is P&O, MSC & Costa which we met up with in Vietnam heading for Hong Kong, as we headed for Singapore.

And from the USA I believe Celebrity, Holland America, and Oceania which have been cruising through Asia for a couple of years now, and Royal Caribbean is repositioning Rhapsody of the Sea to Asia in 08 with a couple of interesting Cruises out of Shanghai to South Korea and Japan, that we had looked at but could not fit in.

Despite what some may say here, I am reliably informed that they are all very well booked already, and while they may not make an impact on the Asian Gambling Cruise market, they will however provide an alternative to Star in the normal Asia Cruise Market.

Not that the Asia Gambling Cruise business appears to be that good otherwise why did Star transfer half of their fleet to NCL a few years back?

Anyway I am confident that if you shop around on the internet you will find something that takes your fancy, unfortunately they are not always well publicised in Aus, they (major Retailers) seem to have their own preferences, however you will probably have to search the Overseas market place and then contact the Aus agent / wholesaler or get your TA to follow up.

Regards Bruce

[E onboard]

Thanks for the positive feedback everyone- appreciate it and can understand the frustration with their poor website and lack of forward itineraries.

 

Once again thanks

 

E :)

[ssv]

NCL was projected to be much more profitable and is a priority for SC. Casino revenue and profit can contribute up to 80% of the group's full-year statement or even 100% on a sailing's P/L.

[hbellman]

Have read people are applying for the star card.

how does this actually work,

thanks Hazel

[tmbhl_on_the_go]

Thanks for your suggestions Bruce & Kuldalai, will check those out, but I think the hope of better prices on Star will make us hang out till whenever they decide to get their 08 itineraries issues

[boeckli]

Have read people are applying for the star card.

how does this actually work,

thanks Hazel

 

Have a read earlier in this one or in the SuperStar Virgo thread where kuldalai gave some details. Alternatively, you can look it up on the Starcruises website (http://www.starcruiser-worldcard.com/)

[boeckli]

I was just talking to Starcruises Sydney office on another matter, asked the 2008 itinerary question and was told that they are expected out in September.

[BJC]

Hi tmbhl, don’t remember who, but it was one of the Aus Cruise specialists, and they were offering Flights from Aus to Shanghai, overnights accommodation Crowne Plaza Shanghai, 8 day / 7 night Cruise on Rhapsody of the Sea, called Pearls of the Orient, for $2888 inc Tax's, twin share, for an Outside Stateroom with window / porthole Cat “I”.:)

That is a very good price, don’t know that Star will do better for you, given the Ports of Call!

Regards, Bruce

[kuldalai]

tmhbl e-mail me direct at kuldalai@pipeline.com.au with your e mail address for details departing 04/08 as mentioned by Bruce .