DCL does not care about repeat cruisers?

[tup1830]

While many people say that DCL sails full, which i do not disagree with, it would be nice to see how "full" they are before they start giving out discounts...such as the FLL rates, military rates, *gt cabins etc.

The last few times i sailed with DCL (i'm a platinum cruiser) it seems that the ship seems pretty empty up until the PIF date. After that, large swaths of rooms became booked...which leads me to believe that DCL has to offer those discounts to keep the ships full.

Plus, with the upgrades at the port, they seem to be making a good margin on their product for giving up very little.

 

[Ofinn]

While many people say that DCL sails full, which i do not disagree with, it would be nice to see how "full" they are before they start giving out discounts...such as the FLL rates, military rates, *gt cabins etc.

The last few times i sailed with DCL (i'm a platinum cruiser) it seems that the ship seems pretty empty up until the PIF date. After that, large swaths of rooms became booked...which leads me to believe that DCL has to offer those discounts to keep the ships full.

Plus, with the upgrades at the port, they seem to be making a good margin on their product for giving up very little.

There are also other discounts they give out that aren't available to public. We Sailed a couple of times last fall and the ship was not full. Our feb 22 cruise on the magic sold out but that wasn't until after they offered the deep discounts.

 

[Ofinn]

I really can't disagree with you more... The simple ability to check-in weeks earlier and book excursions, Palo/Remy reservations, cabanas is a great perk on its own. Platinum cruisers are also guaranteed to be in boarding groups 1 or 2 (regardless of PAT). You get the upgraded swag and Palo dinner at platinum as well. Just because DCL isn't giving you more for free doesn't mean they don't care about your business.

The bottom line is that DCL is a business. Their mission is to provide a world-class vacation experience to their guests, but their purpose/objective is to make boat loads of money and provide positive return on investment for its shareholders.

I always book 30 to 60 days out, and have never had a problem getting a 1130 pat or reservations at palo. Excursions are always plentiful so I really don't see any benefit to early check in.

 

[theaslip]

While they may "care" about repeat cruisers (and of course they care - to what degree is the debate), their loyalty program does not come anywhere near that of other cruise lines, or travel companies (airlines, hotels, car rentals). I have sailed Platinum with DCL for years, and it is barely noticeable. Sure free Palo and guaranteed 1st boarding group are great. I have friends that are loyal Royal Carribbean, and they are wined and dined like you wouldn't believe. Major category upgrades - almost always to a suite. Separate lounges and areas on the ship, dinner with Captain, etc., etc.. People can debate all day long. I am a Diamond Medallion with Delta Air Lines. Does Delta care about giving someone who is flying Delta today a great experience and not alienating them, of course. Do they give me a much better experience with free First Class seat, complimentary drinks, no baggage fees, and many other perks - yes. Why? because I fly 200,000 miles a year with them and give them tens of thousands of dollars. IMO DCL should do a lot more. Why don't they - greed. They don't have to.

 

[tvguy]

IMO DCL should do a lot more. Why don't they - greed. They don't have to.

Hey, that stock dividend check helps me pay for MY cruise.

 

[aprincessatlast]

1 Disney, which was my 6th cruise. Do you disagree that Disney seems to have a higher repeat cruiser rate than other lines? That's my point, the incentives they are offering seem to be doing the trick.

Not the person you were talking to but yes I would disagree. How long has Disney been in the cruising game? (DCL not the Big Red) Not even 20 years. They have just 4 ships…. by and large I would think several lines would have a higher return rate just by the numbers game alone. RCL is huge and ranked very high. Yes I would think their return base is pretty good. Carnival well... they may not have great reviews but they do have cheap prices… cheap prices dictate a lot of peoples choices. Easier to repeat. When I talk to people outside of the DCL circle (usually a store or wherever) many and I mean many equate cruising with Carnival. Then you have the lines for the older folks like HAL etc. Now those folks are LOYAL!

As far as DCL's incentives doing the trick. They have a niche market and fill it well. Families (and those who prefer a family type environment) that expect exceptional service with a clean PG environment. I think they rely heavily on this group to fill their ships not their cheap bag and lanyard. Although I do love my cheap bags!

 

[tvguy]

By the numbers, of course not. By percentage, according to travel agents, Disney leaves everyone in the dust. Some folks were concerned that when they added the Fantasy and Dream that they would be FORCED to lower prices and offer better incentives. It hasn't yet.
Of course, sometimes I think we forget that with no casino, and with a higher percentage of passengers under age 21 who are not buying alcoholic beverages.......they can't get in a price war with other cruise lines.

 

[UK-Simon]

we are Canadian and we received the thank you postcard. it took several months but we did get it. you should call them if your missing it and its been a few months. personally I thought it was sort of on the ugly side, not to my taste anyways.

We did 3 cruises last year. We got the Castaway Club Thanks for Sailing with us "gift" following 2 of them. Sadly, it's the same picture.

Interesting, thank you both. I've sailed twice since they added this "gift" and neither time received it. (And we regularly receive their booking conformations.) It's reasonably worthless to us anyway but just odd delivery in Canada seems sporadic!

 

[clten]

I think the question and the answers are different. Most of the answers are about the platinum perks so I think the question is more about the value they put on loyalty compared to repeat business. Do I think DCL cares about loyal cruisers? Not really. They care about getting business and probably appreciate someone who comes back a second time about as much as they care about someone who is coming back the 22nd time.

A lot of posters have pointed out the platinum "perks" that are still there -- Palo dinner, 1st boarding group, early check-in. I've sailed over 35 times with DCL (I've sailed other cruise lines too) and last year really got us looking as switching loyalty to Royal Caribbean. Why do I want the first boarding group when the cruise itself is "stale" because the activities are the same cruise after cruise -- really how many times can you do the same Deck Parties or watch the Mickey 200 or answer the same trivia questions? (The shopping discount is even a joke because we try to buy something and it's the same merchandise.) I think the biggest perk Platinum cruisers used to get was the Platinum experience. I understand why they keep the main activities and shows the same, but why can't they at least have one new experience for Platinum guests? It was the highlight of several cruises when they had them -- one transatlantic we did an extended Galley tour -- best activity we ever did on board. Wouldn't have cost them a dime (they didn't have to have sparkling wine offered). So if DCL cared about their loyal guests, they could come up with a bunch of no cost perks that actually addressed "how do we keep the experience fresh for people who have done it 20 to 30 to 40 times or more?" These are creative people. If they wanted to try, they would certainly come up with something better than a fruit bowl on a cruise where you can find fresh fruit just about around any corner!

 

[Trera]

While they may "care" about repeat cruisers (and of course they care - to what degree is the debate), their loyalty program does not come anywhere near that of other cruise lines, or travel companies (airlines, hotels, car rentals). I have sailed Platinum with DCL for years, and it is barely noticeable. Sure free Palo and guaranteed 1st boarding group are great. I have friends that are loyal Royal Carribbean, and they are wined and dined like you wouldn't believe. Major category upgrades - almost always to a suite. Separate lounges and areas on the ship, dinner with Captain, etc., etc.. People can debate all day long. I am a Diamond Medallion with Delta Air Lines. Does Delta care about giving someone who is flying Delta today a great experience and not alienating them, of course. Do they give me a much better experience with free First Class seat, complimentary drinks, no baggage fees, and many other perks - yes. Why? because I fly 200,000 miles a year with them and give them tens of thousands of dollars. IMO DCL should do a lot more. Why don't they - greed. They don't have to.

I agree with some of what you are saying but that is the beauty of having a choice with your cruise dollars....................the other cruise lines will be happy to have you as their platinum guest if you arent feeling the love from Disney.

 

[KashasMom]

Disney is very cautious in providing the same magical experience to all of its guest. Look at the parks. Disney doesn't sell its Fastpasses as Universal or Busch Gardens. We are all afforded the same experience regardless of admission price. This eliminates having a group of persons who feel they are receiving less than a more privileged group.

Not entirely true....you get extra access hours ONLY IF you stay at a Disney property.

 

[KashasMom]

We don't have enough status to get any perks. We only get the little bag they leave on the bed - oh and the lanyard. We really don't need either of those.

 

[Trera]

It has been Disney's MO for years and years at the park to not provide benefits for repeat customers, so it is difficult for them to think they need to provide it to their cruise passengers. They are doing just enough to look like they are really doing something.

 

[keishashadow]

I feel there are many things Disney could offer that would have limited cost but provide extra service. Complimentary clothes pressing, free internet minutes. Also why stop the Platinum "experiences"? I'd love to tour the Walt Disney theatre. Simple things that could add value for really minimal/zero cost. Last year they introduced their thank you postcards and don't even mail them to Canadians. Also we need to see more than 3 levels, I'd say at least 5 or 6. But hey, we all keep cruising Disney so there's our answer. No need to revamp when we keep handing over our dollars!

Bingo! the status level based upon # of cruises is skewed to locals but 'dems the breaks. Other lines have modified their PG programs, buzz is a result of increasingly large number of guests who qualify = dumbing down the offerings.

my friends who are platinum are happy for the early booking perk, I'm happy enough to find some trinkets on my bed.

 

[Trera]

Bingo! the status level based upon # of cruises is skewed to locals but 'dems the breaks.

Perhaps but there are a bunch of platinum cruisers on this forum that don't live in Florida.

 

[Justacruiser]

The problem lies (IMHO) with demand. Today there are ### platinum and ### gold. The problem is that tomorrow there will be #### of each. With just 4 ships, there is only so much revenue that can be generated. Prices are already rediculous for peak season cruises. ANY additional cost in platinum and gold perks will NOT be absorbed by DCL, but passed on to the cruiser. For those folks that state some perks have little impact in profit, do require additional resources that again someone has to pay for.

IF they expand their fleet of ships to 6 or 8 or even 20, they COULD determine that the value of "sunk cost" benefits draw needed seasoned DCL cruiser to fill thier ships to their desired projections. It just depends if they are filling the ships.

And NO, I am not a fan of receiving an empty backpack or bag, but that is not the sole reason I cruise DCL.

I do appreciate board number 1, free PALO, and advanced bookings!

And remember you can book while on board for the next cruise and get financially rewarded with discounts! New cruisers don't get that perk!

My solution to getting more perks is: Disney building more ships! Create more access with less demand!

 

[Bella29]

I agree, there are a lot of opportunities for DCL to improve the experience for repeat cruisers, and it would be great if DCL made the gold/platinum benefits comparable to other lines, but they don't do it - they must not believe it would increase their bottom line. My family loves DCL and we have one more booked but we are also looking around to try other things in the next few years as we feel the value just isn't there anymore with DCL.

 

[Trera]

Disney competes against Universal Studios, Wet and Wild, Sea World, Bush Gardens, etc with their theme parks and dont offer perks for repeat customers.

I actually am thinking we are lucky they are offering perks at all.

Who would stop cruising with them if they offered no perks at all??

 

[cgolf]

Watching the boards the last year or so, it seems like many are beginning to explore other options. I know that this is a small group of DCL customers, but you assume that there would be a similar impact to their cruising pool they pull from in general. I have also noticed many more commercials on the cable channels for DCL recently, when previously I hadn't seen any. Not sure what this means for the future, lower prices, better perks, or no change. Only time will tell.

 

[BK2014]

The problem seems to be a misconception that rewards programs are a reflection of whether or not Disney, or any other company, cares about repeat customers. I don't think a company that has a set number of cabins to sell cares whether or not those cabins are filled by repeat or new customers, as long as they are being filled. In my opinion, it would make just as much sense to offer new customer discounts, instead of rewards for repeat customers. I find it hard to believe that discontinuing the Castaway Club Benefits would deter that many repeat cruisers. After all, most of us paid full price for our first cruise, and did not receive the benefits, but yet we have or want to go back.

The other problem, is that the "benefits" are only that if they apply to a minority of people on board. If the number of repeat cruisers is in fact larger than the number of new cruisers on any given cruise, then the benefits become a nullity. For example, if most of the cruisers are Castaway Club members, and are able to use the exclusive check in line at the terminal, then it really isn't that exclusive or efficient. And while the benefits may have little monetary value to each individual cruiser, the more people there are getting free Palo meals, or 10% merchandise discounts, the more it costs DCL.