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What should I do if I have a problem with the facilities or service
aboard the ship?
What information should I have if I need
to contact the Cruise Line’s customer service department?
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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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