Summit Alaskan cruise disappointment (MERGER OF 5 THREADS ON THIS TOPIC)

[Black Obsidian]

If Celebrity was expected to reimburse its passengers for the full amount of their cruise each time it was necessary to miss a port, due to circumstances beyond their control

I think a central point is being missed here. These aren't circumstances beyond (Celebrity's) control. That would be a hurricane, or random, unexpected engine trouble. They knowingly sail four ships that they know don't work properly (a lawsuit against the makers is a pretty good affirmation that Celebrity is well aware of major problems with these ships). They could choose to drydock them until a solution can be found. It would be absurdly expensive, but they have that choice. Even if they don't want to take it, that's fine. But one would think, since this has been an issue for some time now, that they would come up with a standard compensation plan. For example:

• If the current cruise makes at least 50% of its scheduled port hours, give passengers a 50% refund on this cruise and 50% off their next cruise (within 1yr). It's always good to give a little extra in the face of your foul-up to gain/retain customer loyalty, especially in a saturated market.
  
• If the current cruise makes less than 50% of its scheduled port hours, give passengers a full refund and 50% off their next cruise (within 1yr). Ditto above
  
• Give those booked on the next cruise (when she'll be in the yard) a full refund and 50% off their next cruise AND make that applicable to both legs of any B2B cruises scheduled. You really, really want the loyalty of people with the money to book B2B cruises.

Now these are obviously just numbers I've cooked up on my own. Yes, they're somewhat generous, but Celebrity is choosing to operate ships with a (relatively if not absolutely) quite high chance of failure, and I don't exactly see them warning people about that in plain English before they take their money.

But this has happened often enough that there should be some sort of standard response in place by now.

[tbelian]

If Celebrity wants to hide behind their cruise contract in these matters then that shows just how much they really think of their clientel.

 

Not just Celebrity, but ALL cruise lines have a cruise contract. In fact, when push comes to shove, I think they would all 'hide' behind their contract if they chose to. And in court, they would probably win, so holler all you want, at the end of the day, it's a moot point.

 

A coworker recently returned from a Carribean cruise aboard Carnival. They missed a port, and travelled slow due to engine problems. Their compensation? A whopping $25.00 ship board credt.

 

The fact is, you are entitled to nothing. Take it , or leave it. If you leave it, and subsequently choose not to cruise with that cruise line again, someone else will take your place. Another person posed the question: "I wonder how many of the mutineers declined the shipboard credit?" My best guess, zero. They all took it, gladly. Then, in addition, they choose to further grind their axe with talk of mutiny. Yea, good luck with that one. let us all know how that turns out.

 

 

- Totally unrelated but related questions:

 

Why doesn't it surprise me that someone who got a 'free' cruise yet still found a way to degrade the experience would support the 'pirates'?

 

- Back on topic

 

Anytime you do 'something' there are associated 'what if' scenarios and unplanned events, even if you take precautions. If you expect to be compensated every time something doesn't go according to plan, I hope you have a lawyer in your back pocket .

 

Good luck.

[excitedofharpenden]

The thing about these "mutineers" is they think they are doing themselves and everyone else on the ship a favour by demanding recompense. I'm here to say that if they were on my cruise, disrupting and acting up in the way they seem to have been, I might just do something very rash, like cutting in front of them in the buffet line:D

 

Phil

[Sillyjilly]

The thing about these "mutineers" is they think they are doing themselves and everyone else on the ship a favour by demanding recompense. I'm here to say that if they were on my cruise, disrupting and acting up in the way they seem to have been, I might just do something very rash, like cutting in front of them in the buffet line:D

 

Phil

 

Phil, you are much too kind.:D

 

Jill

[excitedofharpenden]

Phil, you are much too kind.:D

 

Jill

Call me chicken. The old men with their shuttleboard sticks worry me:eek::)

 

Phil

[Sillyjilly]

Call me chicken. The old men with their shuttleboard sticks worry me:eek::)

 

Phil

 

You mean you haven't been practicing throwing corks and peanuts lately? Toss and run, toss and run.:D:D:D

 

Jill

[cruiseorbust]

Maybe have not read back far enough, but has anyone recently spoken to anyone currently on the Summit? Are people still causing problems or are they enjoying what is left of their vacation?

[excitedofharpenden]

Maybe have not read back far enough, but has anyone recently spoken to anyone currently on the Summit? Are people still causing problems or are they enjoying what is left of their vacation?

I suspect they are readying themselves for their 15 minutes of fame on CNN/Fox News;)

 

Jill, great idea! I'm ready:D

 

Phil

[FinelyCruising]

We were booked to go on the Summit for a 10 night Caribbean cruise and had our trip cancelled 6 days prior for the same reason in Apr. 2002. (You would think that by now the design engineers would have a fix!) We got a full refund and 50% off any other cruise we wanted. We ended up with a 10 night Hawaii cruise on the Infinity and got great hotel and airfare deals. We lucked out. Ours was a case where we made a silk purse out of a sow's ear. Hope those affected here make out as good as we did.

 

We too have some great memories of that cancellation as well. :) It was a different world then I think. ;)

[tarheelmjfan]

Neither Seattle or Sitka are worth getting your blood pressure up. The scenery while sailing is the true beauty of Alaska. Sitting on promenade deck with a blanket watching nature go by, the hubbard glacier, a humpback breeching at the side of the ship leaving Juneau, Orcas playing as you got ready for dinner,

Eagles in flight, that is what it is about. People really need to get their priorties straight.

 

If given a choice, I would have chosen to skip Skagway rather than Sitka. If you don't factor in the great excursions we took in Juneau & Ketchikan, Sitka was our favorite port. We also really enjoyed ISP, but I don't think it's on this itinerary. I wouldn't be too upset about Seattle either. There's so much to see & do there, I'd want to go on a land vacation.

 

 

 

Heck the last time I read my cruise docs I think one of the first things it said was that the cruise line was not responsible for potability of water or safety of food. Somewhat more important than seeing the Space Needle!

 

LOL :D I hate it when people say, "If you'd read your contract, you'd know they could legally do that." :rolleyes: We all know the contract is a joke. I don't think anyone in good conscience could say they agree with everything on it. We have a choice. We can sign it or quit cruising. Not really a choice, but I'll take cruising. :D That doesn't mean that I think the contract is in any way customer friendly. It's the exact opposite, & IMHO a large portion of it shouldn't be legally binding. All cruise lines get away with it, so we just have to accept it. We shouldn't always throw it out there like we totally agree with everything on it though.

 

 

I think that the more you cruise the mellower you become. I know that I would have been way more aggitated 14 or 15 cruises ago by missed ports or mechanical issues. Newbies expect everything to be perfect just like in the brochure. It would be interesting to know the level of cruising experience that the "mutineers" have. Guessing that not all ,but most do not have extensive cruising experience. Could be wrong

 

You're probably right, & it would make perfect sense. Our last cruise was less than fabulous, but it wasn't such a big deal to us. Why, it was our 3rd in 10 months, & we have 3 more booked. If we had saved for years for this dream vacation, I'm sure we would have seen things differently. Those of us who are able to cruise 1 or more times a year should be very thankful. We should also be more understanding of those who aren't afforded the same luxury. To say, "Any day at sea is better than a day at work", takes on a whole new meaning when that is the only time you will ever be able to afford a cruise. It's entirely understandable that these people expect everything to be perfect.

 

However, the reported behavior of some on the ship is totally irrational. They should be ashamed. Unfortunately, X themselves may have set the precedent for this type of behavior. We need only to go back to the 4/17 & 4/27 cruises for evidence of this. From what is reported the cruises had the same problems. Those on the 4/17 cruise waited until they got home to address the situation. Those on the 4/27 cruise were forming an alliance on the ship, & contacting everyone they could think of. The way X responded to the situation has been very different as well. If those currently on Summit were reading this board, they would have known what seems to get their attention.

 

FWIW, I think there definitely should be a uniform way to deal with these situations. Weather is beyond their control. Most other things they do have some control over. I think the appropriate way to handle things most of these cases would be to allow those who would be on an affected cruise to cancel, & go on a later, problem free cruise. They could offer OBC as an incentive to minimize the amount of people choosing to cancel. If the passenger took the OBC & decided to sail anyway, they chose this option & no other consideration is warranted. This offer should be extended before the passenger left home, whenever possible. Forcing people to take a cruise that is less than the usual experience will always cause discontent. Everyone deserves the same experience, & should be able to expect it.

 

OP: I wasn't replying to your post only. You just brought up a couple points I found interesting. No offense intended. :)

[cechase]

First I would say to Black Obsidan, why in the earth would you book a cruise on ships that have had pod propulsion probems for over 4-5 years? Are you looking for a free ride? The problem has been well know, subject to a lawsuit of which one defendant has settled and paid Celebrity approximately 32 million dollars. The problem exists because these are mechanical beasts, and yes, they are not perfect, and occasionally break down, just like the "flat tire" on your car.

 

I feel so sorry for the pax on Summit having a 13 day cruise, while I am sitting here in the heat of the high mountain desert. I would rather be in our Royal Suite enjoying all of our amenaties, being served by our butler, enjoying the various places on the vessel such as the pool, the library, the various bars for adult librations, getting a massage in the spa, and then having the difficulty of deciding what to have for breakfast, lunch and dinner, and of course enjoying the casino and the various entertainment about the vessel.

 

This thread seems to be a magnate for all of those Celebrity complainers and whiners - check the posts, and most of those that I have seen on cruise critic has signed on. My advice to them is to forget Celebrity, get on with your life and go on HAL or NCL or Costa or some other cruise line, and after your cruise come back and give us your comparisons.

 

And while you are at it, why not demand a full refund and two free cruises while you are at it? But, why would you want that on a cruise line that does not deliver. Hmmmm :D

[wa.mama]

I think a central point is being missed here. These aren't circumstances beyond (Celebrity's) control. That would be a hurricane, or random, unexpected engine trouble. They knowingly sail four ships that they know don't work properly (a lawsuit against the makers is a pretty good affirmation that Celebrity is well aware of major problems with these ships). They could choose to drydock them until a solution can be found. It would be absurdly expensive, but they have that choice. Even if they don't want to take it, that's fine. But one would think, since this has been an issue for some time now, that they would come up with a standard compensation plan. For example:

 

 

I humbly would have to agree with Black Obsidian. Yes, I am a novice cruiser. I had no idea that the Summit had pod problems prior to booking. Celebrity Reps did not point out that there had been multiple cancelled cruises because of these problems. Had I been given enough information to make an informed choice I would have chosen a different ship, and probably a different line. This pod problem is recurrent, predictable, and preventable, albeit at great cost to Celebrity. In comparison, hurricanes and other emergencies are not recurrent or preventable.

 

The major difference between people who complain about missed ports and people who dont care may be in the activities and excursions planned. Our family is not going on this cruise to be dined and waited on. We want to hike glaciers, kayak fjords, and scale mountains. This is not just another beach that we're going to get tan lines on. We thought a cruise would be a convenient way to experience Alaska, and are not that interested in a cruise "experience" in itself.

 

However, we will enjoy whatever happens and do not plan to worry about delays or finances. Sure have learned a lot about this type of vacation, though.

[FinelyCruising]

Let's take it out back and shoot it.

[cruiseorbust]

I am just wondering if there was inclement weather and Celebrity was unable to get to the ports missed, would the passengers be saying the same thing? I know it must say somewhere in their literature that ports can change due to unforseen circumstances; wouldn't this qualify???

 

If Celebrity would have gone to all the ports listed, and extended the cruise by a few days like they do in a hurricane when they can't get back, there would still be a lot of unhappy passengers (flights missed, jobs missed, etc).

 

I agree, I would be sad to have not visited Seattle or maybe Sitka, but I would hope that I would "go with the flow" and enjoy my vacation, realizing that things happen sometimes that can't be helped. I have been on lots of cruises, and have missed several ports due to weather or port problems, but I still had a great time. I don't remember anyone causing this much grief. There are always some upset passengers. I know other people that had dissapointments with other cruise lines too because of ports missed or changes without prior notice, and they were only given $50, so $200 was generous!

 

What about the Mariner (RCCL) right now with the unfortunate death of a young man. The ship had to change their travel times and port times so that the FBI could investigate; things happen.

 

Would the people that are complaining still be complaining if after taking long flights to the cruise port Celebrity said they were cancelling the cruise because of problems....I bet they would still be angry. I know they would have gotten a full refund and probably a free cruise, but you can bet they would be demanding refunds on their flights, hotels, and plenty more.

 

My point is things happen, you can't please everyone, and my feeling is don't expect more than you would be willing to do for someone else if the circumstances were reversed. Celebrity shouldn't have to take people cruising for 13 days and give full refunds +

[CruznTom]

I can hear it now - " If some port calls are not made, a full refund must be paid "

*

'Tis such a pit Johnny Cochran won't be able to take on this case.;)

[TheHappyWanderer]

I think tempers are running high....to the boiling point. Here on cruisecritic we are unable to come to a "reasonable" conclusion.....it is truly polarized. And if we can't come to a reasonable settlement here, imagine all those poor souls aboard, being buffetted by the storms of anger on both sides of the situation. I guess we must all truly step back and repeat "There but for the grace of God go I."

[tarheelmjfan]

Okay, I've been defending those on the ship to a point. However, the threat of a class action lawsuit, along with the demand for full reimbursement, is making me lose my resolve. :o When I hear the word "lawsuit", it invariably sways my opinion. :rolleyes: It really does sound as if things may be getting way out of control. Calling so many different media outlets..... Never mind..... I'll just shake my head & shut my mouth. ;)

[Sky Sweet]

It is mindboggling that there are so many people who would rather spend their precious time on a cruise protesting, fighting, and making a ruckus instead of enjoying it.

[gary kelley]

We have cruised twice...and have only cruised on Celebrity. We just got back from a 10-day Infinity Cruise that started on April 28 and ended on May 8. They have gone out of their way on both of our cruises to make our cruise a wonderful experience. I am sorry but I have to speak up for the cruise line on this. Things happen...and I, for one, would not complain. Everyone in this world right now wants something for free. Forget all of the good that a company/person does...but when something goes wrong...some people just try to get everything they can get. It is very sad.

 

I think Celebrity Cruise line is wonderful. I trust them. I will continue to cruise with them. As for all of the negative comments about them...their reputation stands on it's own. As for all of the people that are complaining about them...thank God that you are even able to take a cruise and have a "Celebrity" experience. Thank God you are not sitting in a hospital with a loved one with cancer, or a child that is crying in pain and begging you to help them. Those are issues that would cause one to despair. A missed port? Well, in the scheme of things...so what...move on...enjoy the cruise...and be thankful for what you do have. There are many, many people in this world that will never be able to experience the wonder of taking a cruise of any kind. There are millions of people that would change places with you in hearbeat. Enjoy your cruise...and if you really want to see that port...take the same cruise again someday. It will give you something to look forward to.

Repectfully submitted by Joyce and Gary Kelley...

[brigittetom]

Just the fact that they announced that they would stop any riot started by the passengers should tell you the behavior of those passengers.

 

I am truly glad I'm not on that cruise. Not because of the missed ports, but because of the behavior of these passengers.

 

As, I believe SkySuite said, these people have been on an 11 day cruise, eating, drinking, seeing shows, having their cabin cleaned twice a day, and whatever else and they want all of this for free?????????

 

I understand that their point is that they should have been warned. Volvo should have also warned me that my steering might go out but they didn't.

[gary kelley]

...I really do hope the unhappy passangers are not being rude to the cruise staff of the ship. The sad thing is...the families of most cruise staff will never be able to afford or enjoy a cruise. Their families do not live like many of us do and do not have the luxuries many of us have. I sometimes wonder how the cruise staff of these ships can stand some of the rude passengers they wait on. They are always professional and treat the passengers with such repect. The loss of tips will probably be devastating to those that are working the hardest to try to make these "miserable" people happy. Let's just hope that those that will be the most impacted, the crew, will get through this mess. I am much more concerned about that...than a missed port or two.

[JLC@SD]

If this goes like the other "mutinies" on other crusies.......the mutineers will probably stiff the crew for their tips......to "punish" Celebrity.

[usha]

They missed a couple of ports because of mechanical problems, and I'm sure it was a bit of a disappointment to the pax, but come on! Personally, I'd love to be one of the "hostages" on Summit, eating fine food, being pampered, cruising on a beautiful ship.

[phbr]

I've watched this thread grow with increasing amazement at the antics of some of the passengers presently on the Summit.

 

There are obviously 'ringleaders' on board who have set out their agenda, and they have recruited many followers to support their actions.

 

But if one of these people told you to jump overboard, would you do it ?. No way, but why o why do people jump on the bandwagon when the $$$$ flash in front of them. They are beneath comtempt.

 

And if I was a crew member whose tips were frozen by members of the 'mutiny gang', then I know where the soup would be aimed at on the last night.

 

Get real, people.

[dagadget]

We have cruised twice...and have only cruised on Celebrity. We just got back from a 10-day Infinity Cruise that started on April 28 and ended on May 8. They have gone out of their way on both of our cruises to make our cruise a wonderful experience. I am sorry but I have to speak up for the cruise line on this. Things happen...and I, for one, would not complain. Everyone in this world right now wants something for free. Forget all of the good that a company/person does...but when something goes wrong...some people just try to get everything they can get. It is very sad.

 

I think Celebrity Cruise line is wonderful. I trust them. I will continue to cruise with them. As for all of the negative comments about them...their reputation stands on it's own. As for all of the people that are complaining about them...thank God that you are even able to take a cruise and have a "Celebrity" experience. Thank God you are not sitting in a hospital with a loved one with cancer, or a child that is crying in pain and begging you to help them. Those are issues that would cause one to despair. A missed port? Well, in the scheme of things...so what...move on...enjoy the cruise...and be thankful for what you do have. There are many, many people in this world that will never be able to experience the wonder of taking a cruise of any kind. There are millions of people that would change places with you in hearbeat. Enjoy your cruise...and if you really want to see that port...take the same cruise again someday. It will give you something to look forward to.

Repectfully submitted by Joyce and Gary Kelley...

 

I served from 1976 until 2005 in the US Navy and believe me these sort of breakdowns do not happen to just cruise ships. The operating tempo that the ships undergo is very hard on the equipment regardlesss of how well it maintained. This problem is not just a Millennium class problem but a problem with all pod propulsion systems. The New QM2 has had them and all large ships with this relatively new style system have the teething problems inherent in new systems. Just be happy that this is not a bigger problem than it is. Keep up the good work Celebrity :D