Castaway Club Members - Are we Really Worth Less?

[valbob89]

Here is my 2 cents worth, and I write it because I think DCL reps read these boards. We have one more scheduled cruise before we make platinum and because we take longer cruises, we'll have over 200 days on board. We've stayed in regular rooms and the suites. I state this just to establish were we are coming from.

In the past few years we have seen DCL engage in a continual and dramatic devaluing of frequent cruisers, and of the benefits they receive. I appreciate the growth in number of repeat cruisers, but instead of celebrating that, DCL seems to bemoan it. They long ago stopped including silver members in the club thank-you meeting. Instead of telling Silvers that they should just aspire to platinum DCL should move the welcome party to the theater if the numbers are too large. The number of club gifts has decreased as have the other perks. On the Hawaii cruise, CD Christian mentioned that they are looking at restructuring the categories because there are so many of us, perhaps to something based on number of days sailed. Gee, almost seemed like we were being scolded for our loyalty.

DCL proudly tells us they are the only cruise line with fireworks and rotation dining. Yes, we appreciate those and many other wonderful things about DCL. However, I am beginning to feel that they are the only cruise line that values and works to attract new cruisers more then their loyal and faithful ones. (It can't possibly be cheaper to entice a new guest through mass marketing and bulk mailing of videos and pamphlets than to work with the loyals and toss in some cute gifts -- can it?) Of course they should value and welcome new cruisers -- else whom do first-timers look up to and aspire to equal?? -- but I shouldn't think they have to work as hard to keep repeat cruisers. Look at our numbers!

Is it so expensive to pander to our senses of superiority? On a Westbound Trans-Atlantic cruise, we found cute gifts on our bunks several times crossing the broad, boring blue. But when the Wonder moved to Los Angeles, we mostly got vacation-club posters; during 10 days at sea during the Hawaii cruise, we got one set of embroidered napkins with rings -- and more of the same DVC posters. The red-and-black ditty bags are very nice, the first couple of years. We got another, but different, bag as we began our Trans-Pac sailing. Roy Disney, who sponsored and crewed state-of-the-art sailboats in the famous Trans-Pac races year after year, would have been embarrassed. But he's dead, so DCL doesn't have to fear his scorn.

Since DCL doesn't serve alcohol at all its gold/platinum party, maybe they could provide a drink coupon (even Norwegian has copious free drinks at its welcome parties) at Pirate's or the sail-away? Hey, how about on Pirate Night, setting up an additional buffet line on deck just for the Castaways? Or giving us different (and large enough for Bob's fat head) bandannas?

Perhaps we should be prepared to hear that instead of the Castaway Club they are to changing the name to a sole perk, the Castaway Party (DCL vs. NCL, Carnival, Princess) and instead of fun, or meaningful, or even collectible perks we'll receive tithing envelopes. Silly, of course, but it is also silly for DCL to think it is good business sense to make us feel like cruising on DCL is a privilege, not a choice.

OK, twelve cents' worth.

 

[toontoy]

I have to agree with the things you have stated. It seems they want new customers and once you sailed with DCL you should be happy to sail with them again.

On our honeymoon cruise I was silver and it was my wife's first cruise at all and she thought the reception was fun and nice. It didn't have too many people in it but was fun to be included. Now that after our cruise in Sept we will be gold but I have to wonder why they don't do anything for the tiers anymore the only perk we get back is the one that they took away.

It is funny though between our first and most recent cruise in January on the wonder, we have been on other cruise lines and it really wasn't by choice it was they didn't go where we wanted to go, we wanted to go to Jamaica so we had to sail another line, we wanted to go to Mexico but further south to Ixpacta (sp) and zihuatanejo so again it was on another line.

We would choose to sail them but Itineraries were a problem, now we have another it doesn't seem they really care about the little extra perks that cost less than $5.00 but are fun to get. Is it going to stop us from our next cruise on them in the future no, but it makes us think twice when you compare the perks to other cruise lines.

 

[ilovetexas]

Not that I would DARE to compare DCL to Carnival (especially on this board), but Carnival just changed their loyalty program and everyone has the exact same complaints that you just mentioned. A lot of people have a lot of different opinions on why the changes are occurring; but we all know that the dollar is the bottom line. I think with CCL, it is easier to attract new cruisers due to price point, and when they "outgrow" Carnival, they can cruise Princess, HAL, Cunard, etc. (all owned by Carnival). Not so with DCL.

I just got off a Carnival cruise last week. They've changed the "Past Guest" party (free drinks, appetizers, music, etc. for about 45 minutes) to a party for "Gold" and above. In order to get Gold status, you have to have 25+ days at sea. I can tell you that they went from a theater FULL of people to a nightclub that still had a few seats left. That is a LOT of money in alcohol on a whole bunch of ships, at least once a week.

Lots of other changes in that program as well, and people are not happy. Our basic argument on Cruise Critic (those of us sick of listening to the complaints) was that with Carnival we were getting a really good value for our dollar and that if those who were unhappy wanted, they could go pay the prices of the more expensive cruise lines and get better perks. Not sure what the argument will be on this board in favor of DCL, since the prices are often so much more than CCL's.

I have always found it interesting that there don't seem to be many perks on DCL; unless I'm missing something. Maybe they just feel that cruising with them is all the perk you need. I don't really know much about the financial end of the cruise industry but this isn't exclusive to DCL, if that makes you feel any better.

 

[Aurora's Mommy]

Woa Woa Woa! As a silver I am not invited to the club thank you party? That's just cold.

 

[NAB]

Woa Woa Woa! As a silver I am not invited to the club thank you party? That's just cold.

We were finally gold in Jan. and the party wasn't the same. We got a wine drink , and a chance to take a picture with Mickey. Big wup. I missed the Mickey rice krispie heads. We had no food at all but I have seen on other trip reports they have some food.

And when they said we were getting a picture with Mickey we thought it was free. Nope it is in with the rest of your photos. Come on how many pictures get thrown away on each cruise that they can't give the maybe 10-20 people that were there a free photo.

 

[kcashner]

You missed the biggest hit--the OBC for a booking on board is now $200 (7 + nights) rather than tiered. I used to get $350 as a platinum cruiser, which was a BIG perk.

Yes, many are not too happy with the changes. At first it seemed that Mr. Holz was favoring Adventures By Disney over the cruise line....then we started to see some nice tie ins (which only makes sense and must make a small fortune). Now those are being phased out, at least for Alaska. I do enjoy my comped Palo dinner, We have quite a collection of various types of bags, towels, and one photo frame. But I'm sorry--the Platinum Experience was a perk that cost very little (a bit of staff time), but made us feel special...and isn't that what it's all about? Check in--the web site still says that Platinum cruisers check in at the same desk as concierge cruisers. OK, I get it--at SOME times, there may be too many people in a line. But that doesn't excuse a supervisor (Susan at MCO....I will mention her name every time I get a chance) from rudely sending me to the "regular" line when there was no one at her station...so maybe they need separate lines...one for Platinum, one for Concierge. And BOTH lines should take the next guest from the normal line when they don't have anyone in their line!!!! Again, no cost to do this except a sign.

I have no problem with restructuring the program--one could see that coming. However, the restructuring should have been announced at the same time as the changes in benefits.

Whatever....my next cruise is not on DCL. I'm on another line for about half the cost for the same ports, and I view it as a "try out" for the new line. If they are acceptable, I'll use them for Europe next year and save a small bundle on those ports. True, I will spend $50 to buy a soda package for my DD, but she will be able to get her soda anywhere she wished. SO....I'm "losing" $200 in OBC, $50 for soda, and $40 for comped Palo...Oh, and $10 for the backpack. Total $300. That's about 15% of what I'm saving. But honestly, it's not the cost...it's the fact that DCL doesn't make me feel like the powers that be want my business. Most of the individual CMs on board are great...but the power structure doesn't seem to get it. I guess they'll just have to keep cutting costs to get newbies on board.

 

[KEichman]

Not that I would DARE to compare DCL to Carnival (especially on this board), but Carnival just changed their loyalty program and everyone has the exact same complaints that you just mentioned.

I can't compare anything to DCL, because I'm awaiting my first DCL cruise next month. But to add to this perspective, I've heard the same thing on the NCL boards for over a year.

 

[lbgraves]

Those rice krispy treats were a step down from what we experienced at the CC reception in 2004. They had a big spread of food set up in RNBD including peeled shrimp, cocktails and ice sculptures.

 

[ilovetexas]

I can't compare anything to DCL, because I'm awaiting my first DCL cruise next month. But to add to this perspective, I've heard the same thing on the NCL boards for over a year.

Sounds like it's everywhere. The economy is bad and I guess they're just looking for little ways to save money. Not sure if the general cruising public cares; lets face it, those of us on DISBoards and Cruise Critic represent a small fraction of the people who fill the ships. I knew what "perks" to expect last week when I got on the Carnival Glory, nobody else at my dinner table did, not even the repeat cruisers. It is disappointing that businesses seem to have trouble coming up with a quality loyalty program.

Enjoy your DCL cruise, it's really quite a different experience!

 

[KAR3600]

I'm a DVC member and have been since 1994. However, I have sailed on Royal Carribean and Princess.

Royal Carribean is a far cry from Disney as far as service and food and accomodations and staff. Princess however, is not. It is half the price of Disney and the service, food and accomodations are pretty much equal depending on the cat. you book.

I did a 7 day Eastern on Princess with a room almost exact to a veranda the cost for 2 adults $2,100.00, plus I had the use of FREE robe (one less thing to pack!) I gave my daughter & her husband for their Honeymoon a 4 day veranda room $3,600.00 really !?!?!?

In my opinion Castaway nor DVC members get anything special (however, they are starting to offer discounted cruises) but there is no "special pricing" or special upgrades for loyality. Which the others offer, I don't need another tote bag, key chain, water bottle, or lanyard. They can keep their 2.00 gifts, give me a discount for being loyal or and automatic upgrade, now that shows appreciation!!!

I almost forgot one perk of Castaway is you can book an overpriced spa service before anyone else; WOW isn't that great...mean while when you get on the ship and they offer specials on the same services. Now that's a perk!!

One other point off topic:

I had approached an "officer" on my last cruise regarding the lack of a casino. His response was "our guests don't want one". I said that's because the guests who do want a casino won't sail on Disney, he looked at me puzzeled. He further stated a "family environment" is what Disney provides, really I said....BINGO for money is gambling and we even let the little tykes engage in that. The pushing of alcoholic beverages, sail away drink, park the boat drink, special island drink, and if you stay long enough on the island you can get 2 for 1!! there are more bars on Disney Ships than any other I've been on. So Mommy and Daddy liquored up is a nice family environment.....

They could easily put a casino in one of the bars in the bottom of the ship that not to many people even venture into, the children would have no reason to even be down there, they don't now ......It would give the adults something to do at night instead of walking a ghost ship unless of course you go to the bar....

A cast member told me years ago and I quote " Remember Disney and FREE don't go together!!!"

Just my opinion.......

 

[Purdue Mouse]

It doesn't sound like DCL really values repeat business. The more trips you take the more travel smart you become. "Regulars" can become very assertive. This site is ALL about maximizing our hard earned $$ in the short time we are aboard. I would be interested in statistics of % of cruisers who reach Platinum & other levels in a 10 year period vs the number of "one & done" cruisers. Are say, 50% of people on the ship CC members? I think it's still a valid business practice that if you take away a perk or privilege you need to replace it with something else. I don't see that happening here unfortunately.

 

[kcashner]

It doesn't sound like DCL really values repeat business. The more trips you take the more travel smart you become. "Regulars" can become very assertive. This site is ALL about maximizing our hard earned $$ in the short time we are aboard. I would be interested in statistics of % of cruisers who reach Platinum & other levels in a 10 year period vs the number of "one & done" cruisers. Are say, 50% of people on the ship CC members? I think it's still a valid business practice that if you take away a perk or privilege you need to replace it with something else. I don't see that happening here unfortunately.

We are usually told at the CC reception that about 1/3 of the guests on any given cruise are CC members (meaning this is not their first cruise and they get a backpack in their cabin). When the tiers came out, we were told that about 1% of CC members were platinum and about 10% were gold. On any given cruise, there would be 2-3% platinums (because they cruise more than other people). On specialty cruises, we've seen it more like 2/3 of people on board are CCs and 15-20% are Platinum. We even had one CD remark that there really aren't very many platinums in the computer, but they all pick the same cruises. (yeah, the long ones!) At the platinum experiences, we've seen as few as 3 people and as many as 18 (there were 2 of these offered on each cruise; you got to pick which you wanted to do....adults only, but open to a non-platinum adult staying in the same cabin with a platinum).

Obviously, the initial numbers are increasing, perhaps more rapidly than DCL anticipated. The tiers began in October, 2009.

 

[disneywonderfun]

Almost everybody loves to be loved! The discontent largely seems to revolve around perks that have deteriorated over time. I can certainly understand that. After our next cruise, we will be at the gold level. I suspect it is easier for those of us who have simply received the free lanyard in the land of the silver! I really have no reference point to complain.

Nevertheless, I can imagine my attitude going into the tank if certain perks of my cabin are "adjusted" down for any reason whatsoever.

DWF

 

[Started With a Mouse]

IMO, maybe someone at DCL looked at what happened to the parks. DLR in California has around 1 million annual passholders (figure estimate from Miceage), and they are clogging the parks. Disney was extremely aggressive when they first introduced the Southern California and Select passes, offering monthly no interest payments, just to pack to parks. I have seen on more than a few occasions DLR being treated like a local shopping mall or park, just a place to hang out. The parking structure is closed by mid-morning on busy days, as when it was built, they estimated 3-5 people per car - however, lots of cars with a single driver would park. Trying to get by a group of people, just hanging out in the middle of the street, they don't move over, or several families making their own sandwiches, eating food from outside of the park at the restaurant tables, camping out for Fantasmic hours before the show starts, and staying for two shows. It has had an effect on the out of town guest, that spends more, is not on top of things, and it leaves a bad taste in their mouth. February 29th was the one more Disney day promotion, surrounding freeways and streets were gridlock for hours. I know none of these things can happen on cruise ships. Now, Disney raised all the prices across the board on admission, with the highest percentages on annual passholders. It was like their punishment for clogging the parks, and trying to lessen the crowd, making way for new families, tourists, etc. Bottom line: they wanted the guest that spends more, and the new 'uneducated' guest. I know this is like comparing apples to oranges, but maybe they're trying to get newer 'green' guests onboard, they can pitch all their spa treatments, products, etc. and ones who are less critical of their ships, practices, etc.?

 

[stulaurie]

I agree with everything the OP said, but have my own issues. We are going on the new Fantasy, and they have taken away the character breakfast, no Tea With Alice, took away the cookie dough ice cream on castaway cay (which everyone loved and misses) almost got rid of the Mickey Icecream Bars (yeah right it was a supply isssue), the price tag for photos is out of control, the list keeps growing. At what point will people say enough is enough.

 

[jlwhitney]

In the end a sucessful business does not need to give away free things to make people come back. A first time guest is just as much value if not more than a repeat. A repeat they already convinced the to come back a first timer they need to wow.

No matter what they do no one will be happy, I am too the point that I think they should just get rid of it all together...apparently it just makes people grumpy. The only real perk I see to it is the booking window, but not all the time based on what I want to do, but at times I think the booking window is completly unfair.

and in the end it comes down to one thing they are a business....they really don't care what we think and do as long as we come back.

 

[TChrist05]

Very very good question about when will people say enough is enough. My problem is that my DW and I have become addicted to Disney cruises. We always have 3 or 4 booked. We did NCL last year and it was a disaster. Why...cause all we did all day and night is compare the two. We did not sit back and just try and enjoy the ship. Stateroom too small....smoking allowed in staterooms...no rotational dining....grautuities automaticly applied to stateroom account....the list just goes on and on. We do sit back and discuss Disney but we just keep booking.
One thing that DCL has taken away...you used to get $25.00 back for every $100. spent in the gift shops--they changed it to 10% off now.
We are addicted....maybe we need an intervention.
Tom & Marilou

 

[jlwhitney]

I agree with everything the OP said, but have my own issues. We are going on the new Fantasy, and they have taken away the character breakfast, no Tea With Alice, took away the cookie dough ice cream on castaway cay (which everyone loved and misses) almost got rid of the Mickey Icecream Bars (yeah right it was a supply isssue), the price tag for photos is out of control, the list keeps growing. At what point will people say enough is enough.

This is a little harsh.....

Character Breakfast on Fantasy is not because they don't want to, there is no way to do it and offer it ever guest. Yes you could make it paid, or by reservation but you know that will make most people grumpy when the can't get a slot.

Tea with Alice...not sure the reason there...might be due to the increased meet and greets throughout the day.

The cookie dough ice cream has been long gone and the reason I heard was it clogged the machines...which I could easily see. They did add more flavors of soft serve on board the Fantasy.

Mickey Bars....Supply Issues was probably right, it happens to food products all the time. They are made by nestle not Disney.

Photos have pretty much been the same since we started cruising in 2008, and it is not something you have to do....with the fact that so many people buy this price won't change.

Things will always change.

 

[jlwhitney]

Very very good question about when will people say enough is enough. My problem is that my DW and I have become addicted to Disney cruises. We always have 3 or 4 booked. We did NCL last year and it was a disaster. Why...cause all we did all day and night is compare the two. We did not sit back and just try and enjoy the ship. Stateroom too small....smoking allowed in staterooms...no rotational dining....grautuities automaticly applied to stateroom account....the list just goes on and on. We do sit back and discuss Disney but we just keep booking.
One thing that DCL has taken away...you used to get $25.00 back for every $100. spent in the gift shops--they changed it to 10% off now.
We are addicted....maybe we need an intervention.
Tom & Marilou

DCL is doing automatic tipping now.

I actually prefer the 10% off....I couldn't/didn't want to spend that much always and didn't have to try to group merchandise into 100 amounts.

 

[carpenta]

We cruise on RCL more than Disney and believe me cutbacks are across the industry. Just look out the port hole and the economy is in the crapper. As grandma use to say " be grateful for the little things"....