Fantasy having mechanical issues

[Dug720]

I would just say in terms of no advance notice, that is kind of a no-brainer IMHO as they don't want to give out information only to have to change it again.

They are between a rock and a hard place - people want to know NOW but those same people will pitch a fit if they need to make a change "But we were told this!!"

 

[Ayeegit]

Anyone have any updates on where the Fantasy is at this point, and what kinds of speeds she reached overnight?

 

[Dug720]

Anyone have any updates on where the Fantasy is at this point, and what kinds of speeds she reached overnight?

Per the marine traffic site, she is north of "Marsh Harbor" in the Bahamas area doing 22.4 knots.

 

[OrcaPotter]

Experience is subjective and based on perspective. With thousands of passengers on board, you're going to have varied opinions on individual experiences and outlooks.

If this was your dream vacation, you have every right to be disappointed or upset in the less-than-magical setbacks.

If you're fortunate to cruise often or have a more easy going attitude, you have the right to view it differently.

And if you don't fit into an aforementioned mold, you still have the right to feel what you feel. Now, yes, anything man-made is subject to break despite anything. Is it pretty terrible that a vessel fresh out of a tune-up breaks down? Yes. Is that worth being upset about? Yes. Thing is, there is no winner in this argument. As terrible and disappointing as any deviation from an expected vacation is, it happens and it will happen again. If your perspective is Disney handled it poorly, perhaps they've lost your business. If your thought is they handled it well, perhaps not. However you view it, no one should feel bad for being upset or being cool with it, and no one should tell you to feel otherwise.

 

[anomamatt]

Anyone have any updates on where the Fantasy is at this point, and what kinds of speeds she reached overnight?

You can track it online (just google 'cruise ship tracker'). It's doing ~23 knots at the moment and east of marsh harbour, bahamas.

Given the speed, they obviously fixed the problem. Whether temporary fix or not, who knows.

 

[cruiser21]

Don't forget that the product you buy when you buy a cruise includes the disclaimer that ports can change and there is no guarantee you'll even leave the dock. I can see Disney giving something to those inconvenienced because of the late arrival, but the for those who boarded, apart from a credit for a meal they didn't receive and for port taxes for a port they didn't visit, Disney owes nothing provided they get 7 nights on the ship.

Now, in order to preserve "good will," Disney might find it in their business interests to do a little bit more, but the guests are getting what they bought (small print included).

Personally, I wouldn't mind if a few people got ticked and abandoned Disney over this. Prices would go down.

Dirk

I realize DCl has no obligation, but since they brag about there customer service so much I would kind of expect them to do something. I wouldn't ask for anything, but if I was on that cruise and walked away with nothing I would have a negative opinion of Disney's customer service. Most company's aren't obligated to do a lot of things, but they will if something is their fault. It's how you get a good reputation and keep customers. When the Carnival Fantasy was delayed leaving port until 9pm due to mechanical issues they gave everyone 25% off a future cruise and 50.00 OBC. I would expect Disney to do something similar. Carnival has it's share of problems, but they are pretty good at taking care of customers when things go wrong due to their ships breaking down. I also thought they handled the whole hurricane Mathew thing much better then DCL.

 

[Ayeegit]

Thanks Dug and Anomamatt!

 

[bobbiwoz]

At Gold/Platinum meet this morning, DH privately spoke to an officer who mentioned it was a problem directly related to dry dock and was fixed.

The new policy for CC gold/ platinum meant we saw some behind the scenes scene changes for Tangled, and two full scenes of the production show.

The meet was in the Walt Disney Theater, there were drinks available and Rice Krispie treats given out as we left.

Wine, chocolates or fruit bowl are still given to platinum cruisers.

 

[TestingH2O]

At Gold/Platinum meet this morning, DH privately spoke to an officer who mentioned it was a problem directly related to dry dock and was fixed.

The new policy for CC gold/ platinum meant we saw some behind the scenes scene changes for Tangled, and two full scenes of the production show.

The meet was in the Walt Disney Theater, there were drinks available and Rice Krispie treats given out as we left.

Wine, chocolates or fruit bowl are still given to platinum cruisers.

So there is still a reception on 7 night cruises? I thought conventional wisdom was that those were relegated to 8 nights or more.

 

[cruiser21]

At Gold/Platinum meet this morning, DH privately spoke to an officer who mentioned it was a problem directly related to dry dock and was fixed.

The new policy for CC gold/ platinum meant we saw some behind the scenes scene changes for Tangled, and two full scenes of the production show.

The meet was in the Walt Disney Theater, there were drinks available and Rice Krispie treats given out as we left.

Wine, chocolates or fruit bowl are still given to platinum cruisers.

Wine??

 

[GOOFY D]

At Gold/Platinum meet this morning, DH privately spoke to an officer who mentioned it was a problem directly related to dry dock and was fixed.

The new policy for CC gold/ platinum meant we saw some behind the scenes scene changes for Tangled, and two full scenes of the production show.

The meet was in the Walt Disney Theater, there were drinks available and Rice Krispie treats given out as we left.

Wine, chocolates or fruit bowl are still given to platinum cruisers.

Is this meeting in the navigator? I assumed there was no more reception.

 

[kaseyC]

I believe @bobbiwoz is on the EBTA on the Magic.

 

[we"reofftoneverland]

Umm, no they don't. I took my DS on a Carnival cruise, and here is a list of the issues, and what they did to fix them.

1.Lost my Sign and Sail card first night. Card was used in the casino and for drinks by someone else. They did nothing. I spent HOURS, and I do mean HOURS fixing this problem. They issued me a new sign and Sail, but every time I used it, the old folio number came up, and I was told loudly that there was a problem with my card, that I needed to go to guest services and put money on my card.
2. Our balcony was FILTHY, and I am talking hunks of paint and MOLD, not just dirt, it was unusable. I asked to moved, was told we were at capacity but they would send someone to clean it right away. They didn't clean it until the last day of the cruise. I was, after complaining every day of the cruise and after calling, writing and screaming, given the choice of a $50 refund or a $75 dollar credit towards another Carnival cruise.
3. Gave my son the wrong soup, that he was allergic to, after the allergy had bee noted, and I specifically told my waiter the night peach soup was on the menu, please don't give my son the peach soup, he is allergic to peaches. And before anyone blames me, or my son for eating the peach soup, he ordered tomato soup, it was dark, and he had heard me tell the waiter NOT to bring it to him, the waiter agreed. All we got from the waiter was 'Did he need to spit it out in a clean glass? Pig.' As my son was starting to swell and we were running to our cabin for his EpiPen. I got further grief on this one when I went to guest services to reduce their tip, since we ate with friends at another table for the rest of the cruise. I tipped that waitstaff in cash.
4. They charged my debit card several hundred dollars before I noticed, I had Cruise Cash to cover my expenses on the cruise. It took them several hours, on the last day of the cruise to fix it. They kept telling me to leave the cruise and they would fix it, and I remember telling them I wasn't moving. They then told me, and I quote: 'This is your fault for losing your sign and Sail card!' I snapped. Seriously. I RAN off that boat and will never, ever, ever cruise Carnival again.

So, to sum it up, I think you have plenty of reasons to be upset with DCL, but I don't know exactly how Carnival compensates their Cruisers.

Sorry you had such a bad experience, but I am talking about carnival compensating for mechanical issues.

 

[Jillpie]

I'm actually confused. People were delayed, on a beautiful cruise ship, for a few hours getting off. But there is power. There are working toilets. There is plenty of food that you normally wouldn't get, because you have to get off as soon as breakfast is over. Your awesome cruise is extended! Its not like you were stranded out at sea, with no power or toilets, this didn't get unsanitary, and couldn't eat? Where is the hardship here? Its nonsense. DCL, it sounds like you were superb, as usual, well done.

 

[we"reofftoneverland]

I realize DCl has no obligation, but since they brag about there customer service so much I would kind of expect them to do something. I wouldn't ask for anything, but if I was on that cruise and walked away with nothing I would have a negative opinion of Disney's customer service. Most company's aren't obligated to do a lot of things, but they will if something is their fault. It's how you get a good reputation and keep customers. When the Carnival Fantasy was delayed leaving port until 9pm due to mechanical issues they gave everyone 25% off a future cruise and 50.00 OBC. I would expect Disney to do something similar. Carnival has it's share of problems, but they are pretty good at taking care of customers when things go wrong due to their ships breaking down. I also thought they handled the whole hurricane Mathew thing much better then DCL.

This seems to be pretty standard for Carnival and for me it is a good way to make amends with people, because in reality it is not much out of their pocket but still carries a lot of good will.

 

[PrincessShmoo]

If I buy a cruise I expect the ship to work.

I think people do expect DCL to be more reliable,

The contract of carriage doesn't even guarantee you'll leave the port. Anything else you receive above that is above and beyond the contract you, yourself, signed when you chose to book a cruise.

Don't forget that the product you buy when you buy a cruise includes the disclaimer that ports can change and there is no guarantee you'll even leave the dock.

Exactly. The exact quote from the contract that you agree to when you "purchase the product":
RIGHT TO CHANGE ITINERARY/DETENTION
Disney Cruise Line may in its sole discretion and without prior notice change, substitute, postpone, cancel or deviate from any scheduled sailing, itinerary or call at any port, and may substitute another vessel for the ship, and shall not be liable for any loss or damage incurred by a Guest as a result of any such change, substitution, postponement, cancellation or deviation. The Guest shall pay any and all expenses incurred if a Guest is detained on board ship or elsewhere at any stage of a voyage because of quarantine, port regulations, prevailing applicable law, illness or other cause.

As a PP mentioned, there is a contract between the passenger: https://disneycruise.disney.go.com/contracts-terms-safety/cruise-contract/united-states/; and DCL and a Bill of Passenger Rights: https://disneycruise.disney.go.com/passenger-bill-of-rights/

Both address aspects of interruption/cancellation. The BOR includes:

• The right to a full refund for a trip that is canceled due to mechanical failures, or a partial refund for voyages that are terminated early due to those failures.
• The right to timely information updates as to any adjustments in the itinerary of the ship in the event of a mechanical failure or emergency, as well as timely updates of the status of efforts to address mechanical failures.
• The right to transportation to the ship's scheduled port of disembarkation or the passenger's home city in the event a cruise is terminated early due to mechanical failures.
• The right to lodging if disembarkation and an overnight stay in an unscheduled port are required when a cruise is terminated early due to mechanical failures.

While the Bill of Rights addresses canceled cruises (full refund), and shortened cruises (partial refund), it does not address a cruise that's delayed (longer time onboard, causing other problems for the traveler, like missed flights). I guess it could, however, apply to those boarding on the next cruise, but, you're only guaranteed that you will board on XX day and get off on XX day. Not a specific time. So, the next cruise wouldn't be considered a shortened cruise.

 

[we"reofftoneverland]

I'm actually confused. People were delayed, on a beautiful cruise ship, for a few hours getting off. But there is power. There are working toilets. There is plenty of food that you normally wouldn't get, because you have to get off as soon as breakfast is over. Your awesome cruise is extended! Its not like you were stranded out at sea, with no power or toilets, this didn't get unsanitary, and couldn't eat? Where is the hardship here? Its nonsense. DCL, it sounds like you were superb, as usual, well done.

This is very much dcl's attitude too, you are lucky to be on this ship and in fact you are in our way, so if you could please squeeze yourselves into a few areas that would be great.

 

[Dug720]

Sorry you had such a bad experience, but I am talking about carnival compensating for mechanical issues.

On the flip side, I would actually expect MORE compensation for things they CAN control - such as bringing the soup that had specifically been labeled by the guest as something there was an allergy to - than for mechanical things they cannot totally control.

 

[we"reofftoneverland]

On the flip side, I would actually expect MORE compensation for things they CAN control - such as bringing the soup that had specifically been labeled by the guest as something there was an allergy to - than for mechanical things they cannot totally control.

I cannot speak to that. But I do feel that dcl is responsible for the mechanics of the ship.

 

[Dug720]

I cannot speak to that. But I do feel that dcl is responsible for the mechanics of the ship.

Agreed, but even with perfect maintenance records, things happen. Mechanics are not perfect or fail proof.

If they were, there would never be mechanical issues on aircraft. Or cars (and I don't care how well-maintained a car is, things happen - my car never missed a service appointment but the alternator still went out no warning.)