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| What
should I do if I have a problem with the facilities or service
aboard the ship? |
- If your
problem is in the dining room, speak with the Maitre d’.
If your problem is specific to your cabin, speak with your
cabin steward. If you have problems with any area of the
ship, speak to the ship’s purser.
- Whomever you
speak to, explain the problem and ask for it to be fixed.
- If you can
think of a satisfactory solution to the problem, suggest
it to whoever is working with you.
- Allow for a
reasonable response time considering the nature of the
problem.
- Remain calm
and keep it businesslike. Don’t make it a personal
attack against the person who is trying to help you. The
person is human and your professionalism will bring you
better results than unleashing your anger.
- Don’t play
the "big shot" game unless you really are one.
"Do you know who I am and how often I cruise with
you" might be greeted by yes, once over the last five
years. Computers are doing a wonderful job keeping track
of customers and they may have you information right on
their screen. If you try to fake them out by acting like a
big shot, they might just think you are trying to get
something for nothing and doubt your whole story. You are
their customer and that is enough to demand good service.
- If you don’t
feel the person whom you are dealing with is helpful, ask
to see a supervisor.
- Calmly
explain your situation to the supervisor and allow them to
fix the problem.
- If you have
gone up the ship’s chain of command and are still
unhappy, contact the Cruise Line’s customer service
department.
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| What
information should I have if I need to contact the Cruise Line’s
customer service department? |
- Write soon
after the incident, while the information is fresh and you
are still within any time limitations.
- Include as
much specific information as possible when describing the
problem.
- The date,
location and time of the incident.
- Your name,
reservation or confirmation number.
- Your sailing
date, ship’s name, and cabin number. You should include
your meal seating and table number if appropriate to the
issue.
- Keep the
originals, but include copies of any relevant paperwork.
- Name, title,
employee number or physical description of those you dealt
with if you have them.
- A
description of the actions taken by those involved.
- If you doubt
you were treated according to proper company policies or
feel those policies don’t provide for proper customer
service; question the customer service department about
your treatment.
- Include the
effect this problem will have on your past and future
impressions of the Cruise Line. But, don’t baselessly
threaten "in any case, I’ll never use you
again", they might just write you off and leave you
unsatisfied.
- If you can
think of a satisfactory solution to your problem, suggest
it to the customer service department to give them a
chance to win back your business.
- Include your
name, address and a telephone number where they can reach
you with their response.
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| We
are always adding more tips and advise so come back and visit. When
you return from your cruise vacation, please share your own tips and links
so we can pass them on and make cruises / travel better, safer and cheaper for
everyone. feedback@caribbeanlime.com |
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Cruise Customer Service Issues
- Cruise Tips
And Advise