Royal Carribean disloyal to loyal cruisers, how not to run a cruise line.

[Starry Eyes]

34 minutes ago, PWP-001 said:

Just because no line is doing it now, is not an indicator it can't or won't be done.  Look at the airlines: NONE of them tied loyalty to revenue, then one was brave enough to do so.  Now many have jumped on board in some fashion.

 

And to be clear, as an individual shareholder you do really have a say in the operation, so who you want rewarded is immaterial.  Besides, chances are that most of those once-a-year cruisers are cruising for the cruise, and not for perks or status.

 

Effective loyalty programs are designed NOT reward everyone but instead recognize and reward those who continue to create a positive revenue impact.

 

Think of it another way... if you were director of a sales force, would you reward a salesperson who in one year had sales that were more that the rest of all the other salespersons combined?  Yes.  But what if that happened 10 years ago and since then they've underperformed everyone else? 

 

LOL, of course I don’t think I control the company policy because I own some stock.  Nor do you because you as a random keyboard warrior.

 

Sure, once a year cruisers are cruising for the cruise, not the perks.  Heck, as a frequent cruiser I’m there for the cruise, not the perks.   I regularly meet happy once a year cruisers who have made D after ten years.  They have been looking forward to the milestone and would be steamed by your rolling proposal.  

 

 

[Jetdriver787]

I have to say that I think the C&A loyalty programme is very clever! 
 

We took our first cruise with Royal Caribbean in 2008. We booked 3 balcony cabins for a 2 week Mediterranean cruise for ourselves and our 7 (mostly) young children! We enjoyed it. They all loved it! The following year we booked again in Junior suites for a 10 day cruise and then again the following year. Loyalty for our kids was the excitement of moving through the ranks of Aquanauts and Navigators and Explorers and God knows what else. Even when they became teenagers they somehow managed  to “hate” us even less for a few weeks when a cruise was on the cards!

 

Fast forward 15 years and all of them are adults and most of them have their own families! All of them have booked cruises (individually or together) in their own right. All of them have been on Royal Caribbean and no other cruise line! The earned and inherited loyalty adds to the past experience to make Royal Caribbean their “go to” cruise line! Of those with upcoming cruises this year (4 children and 6 grandchildren) the icing on the cake for the adults are the drink vouchers! Nobody could care less about the Concierge lounge! When Royal Caribbean hooked us, they hooked our kids and probably our grandkids with a good product and a clever loyalty programme.

 

We recently took 3 almost back-to-back cruises after a hiatus of 5 years. These were the first without any kids and our first on an older ship. We visited the concierge club after first boarding. There was one other person in there (not the concierge,) a broken coffee machine and a few (rather unappealing) sandwiches and cakes. In the course of the next month we visited twice more, mainly because I felt a bit guilty as the concierge had telephoned to enquire why we hadn’t been there. Truth be told, the “happy hour” had no particular appeal when the vouchers spread “happy hour” through the entire day and throughout the ship. 
 

The venue has evolved past its original raison d’ etre! It needs to offer a better range of suite benefits to those that have paid for that real estate. This has already happened on the newer ships and I suspect it’s only a matter of time before it happens on the older ships, if indeed those older ships are part of the long term plan. The “Diamond lounge” still provides a venue as a  loyalty benefit and I can’t say I ever saw more than a handful of people using that recently. The vouchers have completely negated the “evening crush” in that venue.

 

I also suspect the D+ popularity of the concierge lounge from 5-8 pm would be subdued if the drinks in there were still subject to voucher deduction? They were supposed to be, but I suspect that was often difficult in practice? Anyway, I think the inclusive vouchers are a very real “enhancement” and The corporate offices can take comfort in losing one and gaining 19…… and counting! 🤦‍♂️👍

 

 

[Bloodgem]

I think having the drinks loaded on the card, which can be used all day, is an improvement to happy hour. We always struggled to find space in the Diamond lounge and in the overflow lounge during happy hour with our wheelchair. 

[ISLANDFAN]

22 hours ago, robmtx said:

As a consumer, price increases suck. I will continue to spend, however, as price increases are across the board in every consumer sector.

 

As an investor, I appreciate the company's effort to decrease operating expenses. These changes help position Royal for the next generation of cruisers, and I expect more changes incoming to appeal to them. 

 

 

Well said! Cruise lines must look forward to their future guests. As a Diamond member I am quite happy with the drink voucher program they now offer. As far as menu change, it only makes sense to reduce the time for dining by streamlining the kitchen operation. Yeah, I like the evening cleaning and turn down service however will it change my attitude towards cruising with RCCL? No, not at all.  

The next generation of cruisers are not accustomed to lengthy dinners and turn down service, they much rather have a grab and go dinner in order to enjoy one of the many entertainment options onboard.

I have sailed numerous times with my children when they were young, I can attest that they although well behaved hanging around for 2 hours in the dining room was the last thing they wanted to do. RCCL is geared toward families and as they move forward they have to address their needs and wants in order to be profitable. 

[poocher]

28 minutes ago, ISLANDFAN said:

Well said! Cruise lines must look forward to their future guests. As a Diamond member I am quite happy with the drink voucher program they now offer. As far as menu change, it only makes sense to reduce the time for dining by streamlining the kitchen operation. Yeah, I like the evening cleaning and turn down service however will it change my attitude towards cruising with RCCL? No, not at all.  

The next generation of cruisers are not accustomed to lengthy dinners and turn down service, they much rather have a grab and go dinner in order to enjoy one of the many entertainment options onboard.

I have sailed numerous times with my children when they were young, I can attest that they although well behaved hanging around for 2 hours in the dining room was the last thing they wanted to do. RCCL is geared toward families and as they move forward they have to address their needs and wants in order to be profitable. 

And I think this hits the nail on the head.  The next generation of cruisers are not necessarily looking for a fine dining experience & turn down service/towel animals.  All the activities being built into the new cruise ships point in that exact direction.  I’m not saying they should wholesale dump those things long time cruisers have come to love and expect but the times they are a changin & Royal can and must change with’em. 

[LXA350]

One of the best changes RCL did to the program since years was adding the drink vouchers. Where is the fun of being stuck in a overcrowded space, who needs that. Like this you can enjoy the drinks where and when you want.

 

RCL needs to ensure that the highest paying guests are receiving the service they are expecting and a crowded suite lounge is not what they want. RCL earns much more on guests that cruise with them 1-2x a year in a Suite paying full fare than some low yield cruises cruising 10-20 times with them a year at discounted fares. Hence, a large number of the D and above members are anything but loyal when it comes to the contribution of the profitability for the company.

[sgmn]

16 hours ago, Ocean Boy said:

Allure has a very nice Diamond Lounge. Great place to get an espresso or cappuccino and take in the view of the Boardwalk. Welcome to Diamond. I love Allure. Have a great cruise!

Wasn't this only because it didn't have a full dry dock in 2020 ? Presume eventually they will move it as they have Oasis 

[Ocean Boy]

7 minutes ago, sgmn said:

Wasn't this only because it didn't have a full dry dock in 2020 ? Presume eventually they will move it as they have Oasis 

Yes, but it is nice while it lasts.

[not-enough-cruising]

24 minutes ago, sgmn said:

Wasn't this only because it didn't have a full dry dock in 2020 ? Presume eventually they will move it as they have Oasis 

 

17 minutes ago, Ocean Boy said:

Yes, but it is nice while it lasts.

In the current economic environment that may be way down the line, thank God

 

With her arrival in Galveston, I have at least 3 more weeks booked under the current configuration

Edited January 7, 2023 by not-enough-cruising

[DirtyDawg]

10 hours ago, goldfish65 said:

I was surprised how many people on a transatlantic had grim faces, and I even got snapped at for not getting out of a lady's way walking towards the stairs. Always something to be unhappy about. 

Some people are not truly happy until they master the art of being miserable SOB's.

  = 😊 

 

Edited January 7, 2023 by DirtyDawg

[CruisingHogFan]

2 hours ago, LXA350 said:

One of the best changes RCL did to the program since years was adding the drink vouchers. Where is the fun of being stuck in a overcrowded space, who needs that. Like this you can enjoy the drinks where and when you want.

 

RCL needs to ensure that the highest paying guests are receiving the service they are expecting and a crowded suite lounge is not what they want. RCL earns much more on guests that cruise with them 1-2x a year in a Suite paying full fare than some low yield cruises cruising 10-20 times with them a year at discounted fares. Hence, a large number of the D and above members are anything but loyal when it comes to the contribution of the profitability for the company.

Best post on this thread and true!  We usually book an upper suite one a year and balcony other times. We always buy drink packages, internet, casino,  etc. on the ship. I wish they would only allow suite guests in the suite area, lounges, coastal kitchen, and seat reservations for shows, no matter the C&R ranking to lower crowds. I would be ok not being allowed when I’m not in a suite even with my status.

 

Cruise lines need to take care of people that spend more money vs. someone who is just Diamond Plus because they always sail in an interior room with no onboard purchases….
 

 

 

 

 

[silentbob007]

I’ve not cruised post-Covid, but even years ago the limited vouchers were great. I remember packing into the tiny concierge lounges on ships many years ago and it was always a game of hope-for a-spot. I have enjoyed the social aspect of the lounges, but that is the biggest drawback for me. As someone who has done the last couple of cruises in full suites on oasis ships, I appreciated a better experience for the premium I was paying. I do enjoy benefits of my brand loyalty, don’t get me wrong, but I hate the animosity the extremes on both sides can have.

[welshtiger]

On 1/6/2023 at 5:02 PM, Cigar King said:

I though Welsh men never yield?  😉

🙂 Ops  Did I upset a few people ? 🙂  

just offering my personal opinion  🙂

 

[welshtiger]

Nice reading all the comments , just remember , I am only expressing a personal opinion. Im not right or wrong its just my personal preference . Bon Voyage , cruise munchkins 🙂

 

[dada2199cc]

Bye Felicia.

 

I cruise 12-16 times a year and when I leave comments in the survey, I actually thank them for raising prices and cutting benefits so maybe they’ll get rid of the folks I’d rather never see on board.

 

I want higher prices, fewer freebies and less Crown and Anchor rewards.

[Cruising89143]

On 1/6/2023 at 7:54 AM, HicksRA said:

Removing access to the Concierge Lounge concerned me about as much as dropping a penny in the parking lot and not bothering to bend over and pick it up. 

I do hope they don’t decide to put an expiration date on accrued points like some airlines have done. 

MSC has a policy where your Voyagers Club status will drop back to classic unless you cruise at least once every three years and you must subscribe again to even get that if your status drops back. I think that they’re the only cruise line with that policy. 

[Lady Hudson]

My opinion only - I understand the necessity of limiting folks in the lounges due to numbers.  And I think limiting folks to the SL makes sense considering the amount of money paid by Suite guests.  Pinnacles are also not allowed in the lounge when numbers are too high.

 

The vouchers have been a great change and most people enjoy them.  I agree with a previous poster who said it is curious that RC raises the daily gratuity rate and then suggests it may take away nightly service.  Doesn’t make sense to me.  Katherine 

[drb116]

Honestly, after spending 15 months with zero revenue, I am just glad that Royal Caribbean is still in business. Yes there have been some cuts to save a little money, but they racked up a lot of debt during Covid. So if they are trying to save a little here and there, I find it hard to blame them. 

[Eddie Wilson]

On 1/6/2023 at 9:17 AM, PWP-001 said:

How many of these passengers --who really like to cruise --  decide to take a cruise simply because they can preen in a lounge, board before others, don't have to buy a drink package because of their vouchers, or walk around like they own the ship as they flaunt their Pinnacle Lapel Pin?

 

Point is, these passengers LOYAL TO CRUISE VACATIONS aren't truly sailing for the extra perks.  They may make the cruise more comfortable and may slightly influence the decision to stay with a particular line.  But for most, I doubt they are the deciding factor.  

 

  

 

 

 

In regard to preening passenger, I always do witness just a few, but not many.  It’s just typical for my luck, heck, earlier this week I picked the checkout line where the guy pulled out his checkbook.  

 

In regard to your final point about loyal cruisers, I believe that is one of the most correct and profound points I have ever read on CC.  I absolutely agree.

 

Eddie

[vegascruiser1]

When I started cruising with Royal Caribbean there wasn’t a loyalty program. When we reached Diamond there wasn’t access to the Concierge Lounge, it was only for suites (we didn’t even know there was a lounge for suites). We enjoy the voucher system and will still stop in the Diamond Lounge to check out the appetizers. There have been many changes over years, but still very happy to cruise. 

[Liljo22]

The mass market cruise lines are in survival mode right now.  If what they are offering is no longer good enough for you, by all means find something that is.  It’s your money.  The customers that fill in your spot won’t know or care about the changes that were made by the lines.  

[Ocean Boy]

10 minutes ago, Liljo22 said:

The mass market cruise lines are in survival mode right now.  If what they are offering is no longer good enough for you, by all means find something that is.  It’s your money.  The customers that fill in your spot won’t know or care about the changes that were made by the lines.  

However, don't assume that everyone that fills that spot will fall in love with cruising. I know people who have no interest in trying it and others who tried and won't go back. 

[Beeline Cruiser]

On 1/5/2023 at 11:18 AM, welshtiger said:

.

The gimmicks dressed up as benefits just simply deter sensible people . Cabin service reduced to once a day.  When the directors of Royal realise they are loosing market share and profits are falling they may want to consider why? Ciao Royal, you have just shot yourself in the foot......again!

 

Yes! We bring the money and they're SUPPOSED to give some of the rewards back to us! Royal is still and always will be my “home away from home” and I still can’t believe it’s downgrades.

[jean87510]

So the main gripe is no more happy hour drinks and 1x a day turn down.  What is wrong with 4 drinks a day and room turn down 1x a day?  Do you make your bed at home 2x a day?  I'm sorry, I will never understand the fury about this.  I just would just ask for extra towels and put a hershey kiss or a dove chocolate on the pillow.

Only thing I don't really care for is the increase of gratuities combined with the 1x a day turn down.  I think they should have left that alone.

[deliver42]

I don't need someone to turn down my bed at night.