Jump to content
Cruise Critic Community
MVTcher

Is there a norm?

Recommended Posts

What compensation, if any, has been provided for inconveniences due to high/low river levels, mechanical problems, broken locks or something else that caused a change to your river cruise itinerary? Just curious. 

Share this post


Link to post
Share on other sites

Basically no compensation.  Read your cruise contract.  The cruise line will make alternative arrangements, which can mean different port stops and/or some hotel stays and bus trips.  If you're going on a river cruise, you need to be flexible.

 

Roz

Share this post


Link to post
Share on other sites

Don’t expect any compensation. You always need to know there is always the chance your River Cruise “might” turn into a bus tour. Some folks purchase “cancel for any reason” insurance because they want that option. These premiums are very expensive plus it would be only helpful if you learned of the issue before the start of your cruise. 

Share this post


Link to post
Share on other sites

I was recently on a Gate 1 river cruise with engine problems. This occurrence caused us to have 2 days of minor inconvenience in which we still saw everything promised via being bused to the locations. For this inconvenience, Gate 1 gave us lunch money for both days while in port because we were not able to have lunch on the boat. They also opened up the bar 1 night for 1 hour of free drinks. Lastly, they provided us with a credit towards our next Gate 1 vacation. 

 

I felt Gate 1 went above and beyond  to make us happy although some were still not satisfied and continued to complain. Again, I am curious how other companies handle problems like this or is Gate 1 the exception to providing some compensation for customer satisfaction. 

Share this post


Link to post
Share on other sites

Last summer, due to very low water on our 15 day Amsterdam to Budapest Viking cruise we had to stay in hotels 3 nights, swapped ships halfway through, and LOTS of bus rides. Viking compensated us with a voucher worth 1/2 the price we paid for the trip (with about a 1 year validity). We are using it for a 7 day Rhine trip in October (only had to pay our airfare). Our companions chose to cash theirs in for an Alaska cruise - they just got back and had a wonderful time. So I would say it was fair compensation.

Share this post


Link to post
Share on other sites

MVTcher and Dqueenbay, thank you for posting your experience on 2 different lines.  I wouldn't have expected that, but would have been very pleased.

 

Roz

Share this post


Link to post
Share on other sites
Posted (edited)

Several lines last year did provide vouchers towards future cruises.

 

I don't think there was a norm.

Edited by Coral

Share this post


Link to post
Share on other sites

I am also curious if the itinerary turns into a bus/hotel trip how do they handle food and beverage since that is included in the cruise fare? 

Share this post


Link to post
Share on other sites

Our only disruption during a Budapest to Amsterdam cruise during the low water last September was a 3-4 hour bus trip and a ship swap.  As we missed lunching board, each person was given €25.  As we did not miss any scheduled touring or sightseeing, this was the only (rather generous) compensation.

Share this post


Link to post
Share on other sites

A few years ago, we did Bucharest to Budapest with Viking.  Although we were travelling in late April - the weather turned very hot (30+C) - and the air conditioning unit on the boat quit working.  It was discovered that the entire unit needed to be replaced, and it could not be replaced until after we hit Budapest - 3 days on.   Viking opened the bar one evening - and then gave everyone a voucher equivalent to 3 nights on the boat.  So - people in the top level cabins got a larger voucher that those of us in Aquarium class... very fair in my eyes.  As always, some were not happy - feeling that they should get more.

 

Last October, our Avalon cruise was cancelled due to low water.  We were not offered the option of transferring our booking to this year - but did get our money refunded (quite quickly) and a voucher for $600 off a future cruise.  Unfortunately this could not be used towards a cruise already booked (it would have been nice to use it in Peru!!) but we re-booked the same cruise for October 2020. 

 

Fran

Share this post


Link to post
Share on other sites

As others have said it depends.

Also how interruptions are managed varies vastly and cruise operators.

Some are better than others in how they manage the situations pre/post and while on board.

Yes there are terms/conditions with all the products but some operators seem to be more customer friendly than others.

We have experienced the bus/hotel situation more than once.

Of course being on board and meals/service is preferable to the alternative.

We received compensation but it can take several weeks after arrival home. 

 

 

Share this post


Link to post
Share on other sites

As far as the food issue, for the one night that we spend in a hotel in Dresden on our Elbe cruise during 2013, the year of the flood, we had a banquet room at the hotel turned into our dining room.  Similarly for breakfast the next morning.  Super excellent accommodations, food, and service.  We really could not have asked for anything better.  The staff on the ship was teasing us that they were the ones who taught the hotel staff everything that they knew.  

Share this post


Link to post
Share on other sites

I'm amazed that any cruise line is able to arrange hotel rooms for that many people on short notice, especially during peak season.

 

Roz

Share this post


Link to post
Share on other sites
24 minutes ago, Roz said:

I'm amazed that any cruise line is able to arrange hotel rooms for that many people on short notice, especially during peak season.

 

Roz

And they had to do it a lot last summer!

Share this post


Link to post
Share on other sites
8 minutes ago, gnome12 said:

And they had to do it a lot last summer!

I sailed down the Rhine last November, and we were probably the only ship that made it the whole way from Amsterdam to Basel that week without interruption.  Our ports and schedule changed, but we made it.  And most importantly, the passengers were flexible and no one complained.  There were a few places where we joked we were going to have to get out in the river and give the ship a good shove. 😀

 

Roz

Share this post


Link to post
Share on other sites

On our three Avalon cruises we have never had a service interruption, though, on two cruises, we were advised almost daily about the potential due to low water.  Avalon has very new ships with very shallow draft.  Last year, we were virtually the only ship that made it through between Passau and Vienna.  Dozens of ships lined the river,  unable to proceed- their passengers turned into bus tourists.  When we pulled into Vienna, pax on other ships were shocked to see us.  Some had been stuck there for four days! 

We did have a couple of very minor changes.  We were given free optional excursions on two different occasions, as well as 20-25 Euros for lunch a couple of times AND free drinks at the bar twice.  Our CD, in one evening briefing, said he had arranged for us to stay at a five star hotel the next night if we couldn't get through.  But we made it with no real issues. 

 

 

Share this post


Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now

  • Forum Jump
    • Categories
      • Holiday Exchange - Jingle and Mingle 2019
      • Forum Assistance
      • New Cruisers
      • Cruise Lines “A – O”
      • Cruise Lines “P – Z”
      • River Cruising
      • ROLL CALLS
      • Digital Photography & Cruise Technology
      • Member Cruise Reviews
      • Special Interest Cruising
      • Cruise Discussion Topics
      • UK Cruising
      • Australia & New Zealand Cruisers
      • North American Homeports
      • Ports of Call
      • Cruise Conversations
×
×
  • Create New...