Fantasy having mechanical issues

[BruinEd03]

The camera moved with the ship. Can't believe someone is up at this hour manually manning the webcam!

 

[Neptune's Fork]

That's good. I know when the had to change the itinerary on one of the New york cruises due to hurricane Mathew they compensated everyone and gave them a discount on a future cruise. They didn't need to do that it was just good customer service. I would think they would do the same on the second cruise since mechanical problems are completely on them.

I guess, but they are still getting their full vacation, they just had to swap out Tortola for San Juan. Some people have already said that's an upgrade. So not sure exactly why they'd need compensation.

 

[bumbershoot]

I cannot load my pic right now but when we left PC Wednesday there was a helluva brown slick in our trail. I have a pic of it.

Ugh.

What a nasty comment to make when people are concerned about getting their families home. You sound really bitter.

Hopefully no one will ever make such a comment about other cruiselines then.

I just disembarked and there were absolutely no lines whatsoever and it was the quickest disembarkation ever, and weirdest. I fully expected an utter mess/chaos and was pleasantly surprised. I know it helped that we let everybody else slug it out for awhile before heading down.

Since you waited elsewhere for everyone to "slug it out", you did indeed wait in line. It was simply a different line. It's like a combo of the new DAS and the old GAC pass where you found a different place to do your time.

Is the desk for booking future cruises always so crowded and chaotic?

In my experience, absolutely.

7 nights at port canaveral sounds like fun. Think of the money you will save on port fees.

Get up, hit Cocoa, next day Kennedy, etc etc.

Except that I would rather be stranded at sea because the rocking feels nicer than tethered to the dock.

 

[cruiser21]

We (the people who got off today) didn't get any compensation, nor should we (in my opinion). Stuff happens and DCL did everything right (in my first timer's eyes).

My flight change fees ended up being $600 (+miles) and I am hoping the insurance I bought through Disney will cover that. Though I did not book the airfare through Disney. Someone else said Delta knew about the mechanical problems and wasn't charging, but they did for us and we told them about the ship mechanical problems and switched flights at 1am. Still charged us a ton to change flights. Off to read the insurance details...

I'd be complaining, but I know on this board when it comes to Disney people are very forgiving. I know if I buy something and it doesn't work I'm getting my money back. That's just me.

 

[cruiser21]

I guess, but they are still getting their full vacation, they just had to swap out Tortola for San Juan. Some people have already said that's an upgrade. So not sure exactly why they'd need compensation.

Tortola is the only DCL Caribbean port I haven't been too. I'm sure there are others that were looking forward to it. I see a lot of threads on here about Tortola excursions. I guess since a couple of people on here said it was an upgrade to go to San Juan then it must be true. A couple of people on the disboards represents the whole ship right?

 

[anomamatt]

I'd be complaining, but I know on this board when it comes to Disney people are very forgiving. I know if I buy something and it doesn't work I'm getting my money back. That's just me.

I'd be annoyed if I was sailing today, but we got many extra hours on the ship for free. Free entertainment, meals, ... All on top of an excellent experience. Of course, my room wasn't vibrating nor did we have any problems some have reported.

I wish I had a later flight and didn't miss it. And I wish Delta wouldn't have been so expensive to change flights...

 

[hanscarlet]

Yay! Safe travels! She's off, prayers she experiences no more mechanical issues!

 

[Neptune's Fork]

Tortola is the only DCL Caribbean port I haven't been too. I'm sure there are others that were looking forward to it. I see a lot of threads on here about Tortola excursions. I guess since a couple of people on here said it was an upgrade to go to San Juan then it must be true. A couple of people on the disboards represents the whole ship right?

No, I don't think a couple people represent everyone, no way they could. I understand the disappointment if someone's only reason for booking the cruise was so they could go to Tortola, and if they didn't go there it would be a miserable vacation. But if that's how someone felt, then wouldn't they be better served by just staying at a resort on Tortola for a few days instead of via cruise where you only get a few hours in a day?

I just think you have to look big picture here. If overall you had a great time with a lot of great experiences, but had one little hiccup on the scale of things, what is really to be gained by complaining? Now if they told everyone to get out of their rooms promptly by 8, gave them a partial breakfast, and made everyone sit in the lobby/atrium until they dock, then yes, that would be complaint worthy.

 

[phinz]

So much whining here and elsewhere - elsewhere especially - you'd think everybody was on a Carnival poop cruise to nowhere instead of three days of amazing weather, two days on everybody's professed "favorite island on earth" and a few hours of inconvenience/extra time onboard. Everybody rushes onboard at the beginning of the trip to "maximize their time", causing massive lines and slow security, but when they have to stay on the boat for an extra bit of time you'd think that Disney was strapping them down to draw and quarter them in some medieval torture event.

I'd choose San Juan over Tortola any and every time. The BVIs are amazing, but if you really want to experience them you'll not get a chance in the scant hours a cruise ship is in port.

When it comes to unforeseen expenses related to this kind of thing, I have two words. Trip Insurance. Don't leave home without it.

 

[BruinEd03]

No, I don't think a couple people represent everyone, no way they could. I understand the disappointment if someone's only reason for booking the cruise was so they could go to Tortola, and if they didn't go there it would be a miserable vacation. But if that's how someone felt, then wouldn't they be better served by just staying at a resort on Tortola for a few days instead of via cruise where you only get a few hours in a day?

I just think you have to look big picture here. If overall you had a great time with a lot of great experiences, but had one little hiccup on the scale of things, what is really to be gained by complaining? Now if they told everyone to get out of their rooms promptly by 8, gave them a partial breakfast, and made everyone sit in the lobby/atrium until they dock, then yes, that would be complaint worthy.

That's pretty strange reasoning. You make two extreme assumptions. First, you assume that Tortola was the sole reason. As if being on a cruise ship had no value. Second, if the cruise ship DID have value, you assume that the Tortola experience must be discounted to zero. As if no disappointment was acceptable. I suspect a lot of people who book the Disney Cruise wanted both the Disney Cruise experience AND the itinerary experience. Yes, changes to that itinerary may cause disappointment. If you don't think itineraries are important, think about why Disney is trying to visit new ports and try new itineraries (and market it as such). If you don't think Disney knows it's important, try looking at their brochures and marketing materials.

This is not a hiccup, this was a substitution of the primary destination that someone wanted to visit. It wasn't for weather - which Disney doesn't have control over, but for mechanical issues - which is in Disney's control. That's on Disney. Note that's not a "by the contract" but by "customer service."

 

[BruinEd03]

So much whining here and elsewhere - elsewhere especially - you'd think everybody was on a Carnival poop cruise to nowhere instead of three days of amazing weather, two days on everybody's professed "favorite island on earth" and a few hours of inconvenience/extra time onboard. Everybody rushes onboard at the beginning of the trip to "maximize their time", causing massive lines and slow security, but when they have to stay on the boat for an extra bit of time you'd think that Disney was strapping them down to draw and quarter them in some medieval torture event.

I'd choose San Juan over Tortola any and every time. The BVIs are amazing, but if you really want to experience them you'll not get a chance in the scant hours a cruise ship is in port.

When it comes to unforeseen expenses related to this kind of thing, I have two words. Trip Insurance. Don't leave home without it.

Some people have flights to catch home? Your circumstances may dictate a much more relaxed schedule, but others may not.

Also, I'm pretty sure people paid more than for Carnival cruises. With Disney, some expect a little more customer service. That's part of why some pay the premium price. I know that's part of the reason we still cruise with Disney (or rather my wife makes me stick with Disney) instead of trying a cheaper cruise on another line.

 

[cruiser21]

I'd be annoyed if I was sailing today, but we got many extra hours on the ship for free. Free entertainment, meals, ... All on top of an excellent experience. Of course, my room wasn't vibrating nor did we have any problems some have reported.

I wish I had a later flight and didn't miss it. And I wish Delta wouldn't have been so expensive to change flights...

If I buy a TV I expect it to work, if I buy a cell phone I expect it to work. If I buy a cruise I expect the ship to work. Your extra hours on the ship weren't free you had to pay a change fee with Delta. Airlines put people up in hotels, pay for meals and give vouchers when mechanical problems happen.

No, I don't think a couple people represent everyone, no way they could. I understand the disappointment if someone's only reason for booking the cruise was so they could go to Tortola, and if they didn't go there it would be a miserable vacation. But if that's how someone felt, then wouldn't they be better served by just staying at a resort on Tortola for a few days instead of via cruise where you only get a few hours in a day?

I just think you have to look big picture here. If overall you had a great time with a lot of great experiences, but had one little hiccup on the scale of things, what is really to be gained by complaining? Now if they told everyone to get out of their rooms promptly by 8, gave them a partial breakfast, and made everyone sit in the lobby/atrium until they dock, then yes, that would be complaint worthy.

I think DCL should offer them at least 20% off to book another cruise to go to Tortola. I would expect nothing less as a customer. It's DCL fault they're missing the port and that's really not too much ask. DCL prices are crazy. 20% off is nothing. If it's a weather, terrorism or anything else out of their control then I don't thing they have an obligation to offer anything. I'm not one of those people that expects compensation for everything that goes wrong, but when it's obviously the company's fault that I didn't get what I paid for I'm going to expect something or I will no longer be a customer. The ports are a big part of why I choose a cruise. It may not be for you and that's fine, but for some of us it is.

 

[phinz]

Some people have flights to catch home? Your circumstances may dictate a much more relaxed schedule, but others may not.

Also, I'm pretty sure people paid more than for Carnival cruises. With Disney, some expect a little more customer service. That's part of why some pay the premium price. I know that's part of the reason we still cruise with Disney (or rather my wife makes me stick with Disney) instead of trying a cheaper cruise on another line.

That's a load of hooey. "A little more customer service"? As in hold your hand and get you off the boat even before United States Customs allows the boat to open their gangways? Stuff breaks. Sometimes stuff breaks even when you pay "the premium price". You think paying a "premium price" gets you something more reliable? You ought to try owning a Range Rover or a Jaguar.

 

[cruiser21]

That's a load of hooey. "A little more customer service"? As in hold your hand and get you off the boat even before United States Customs allows the boat to open their gangways? Stuff breaks. Sometimes stuff breaks even when you pay "the premium price". You think paying a "premium price" gets you something more reliable? You ought to try owning a Range Rover or a Jaguar.

I wish I had the money you have to buy stuff that doesn't work and then just say "oh well". I think people do expect DCL to be more reliable, because if it was Carnival...... The more I pay for something the more I expect good customer service and people to bend over backword to make sure I'm satisfied. I think DCL expects the same from all the Excellent speeches I've had to sit through.

 

[phinz]

I wish I had the money you have to buy stuff that doesn't work and then just say "oh well". I think people do expect DCL to be more reliable, because if it was Carnival......

Don't we all? My point is that a "premium price" doesn't ever, ever, EVER guarantee you that mechanical things, which wear out, develop issues, fall apart and/or break won't do exactly that whenever you happen to be the poor soul who is utilizing said premium thing. It's not like the engines on the ship say, "Hey! Billy Bob paid too much for his cruise! Maybe we shouldn't do that metal fatigue thing this week!" Stuff breaks. That's how it is.

Nice stealth edit, btw. Sometimes, no matter what you do, people aren't satisfied. People are people.

 

[anomamatt]

If I buy a TV I expect it to work, if I buy a cell phone I expect it to work. If I buy a cruise I expect the ship to work. Your extra hours on the ship weren't free you had to pay a change fee with Delta.

Well, I chose the 12:30 departing flight. I could have picked the next one at 2:30, that would have been fine. I was at the airport at 1pm (thanks to quick concierge exit and waiting car service). If I followed DCL's advice (don't fly out before 1pm if I recall correctly), I would have been golden.

Maybe I will be annoyed if the DCL insurance won't cover the change fees. I will call on Monday to inquire.

 

[phinz]

Maybe I will be annoyed if the DCL insurance won't cover the change fees. I will call on Monday to inquire.

And at that point you should be annoyed. I look forward to hearing your report.

 

[BruinEd03]

That's a load of hooey. "A little more customer service"? As in hold your hand and get you off the boat even before United States Customs allows the boat to open their gangways? Stuff breaks. Sometimes stuff breaks even when you pay "the premium price". You think paying a "premium price" gets you something more reliable? You ought to try owning a Range Rover or a Jaguar.

That's a false equivalency. People don't buy the Range Rover or Jaguar for reliability. People already know that. It is pretty well known that those cars aren't reliable. People buy it for the name brand, luxury feel, performance, or other reason. People don't buy lambos for the reliability, they buy it for the 0-60, the statement it makes, etc.

People, do however, get on the Disney Cruise for the customer service. I'm not sure where this "hold your hand" exaggeration comes in to play. However, the reports are that there was confusion and chaos in the debarkation process. I haven't seen it, but some posters have posted it. I'm going to assume that subjectively, they felt confusion and chaos. I'm also going to assume that since more than a few people have posted it, there was objectively some confusion and chaos for some. Disney doesn't want its brand associated with that. They want its brand associated with an environment where you have fabulous memories and unforgettable experiences (the positive kind). That's why you pay the extra $$$.

If you don't think this is something that Disney promotes itself with unforgettable experiences, then I invite you take a look at this: https://disneycruise.disney.go.com/featured/awards-accolades/

"Creating unforgettable vacation experiences for our Guests is the primary motivation of our dedicated Disney Cruise Line crew. Year after year, we’ve earned recognition as a leader by not only travel professionals and hospitality industry groups, but—most importantly—by Guests like you. Inspired by these achievements, we look forward to providing you with an extraordinary cruise vacation that’s a dream come true for the entire family."

Note it does not say "we are the cheapest cruise line" or anything with price. It also doesn't say "pay more and get less."

 

[cruiser21]

Don't we all? My point is that a "premium price" doesn't ever, ever, EVER guarantee you that mechanical things, which wear out, develop issues, fall apart and/or break won't do exactly that whenever you happen to be the poor soul who is utilizing said premium thing. It's not like the engines on the ship say, "Hey! Billy Bob paid too much for his cruise! Maybe we shouldn't do that metal fatigue thing this week!" Stuff breaks. That's how it is.

No I don't expect things not to go wrong. I expect the company to make things right when things DO go wrong and it's the company's fault. If you don't expect that out of the company's you give your hard earned money to that's on you. I'm loyal to a lot of different company's. When they make mistakes they fix them and make things right. That is why I'm loyal too them. I work in customer service I have to fix problems and make people happy all the time. It's what successful people and company's do.

 

[BruinEd03]

Don't we all? My point is that a "premium price" doesn't ever, ever, EVER guarantee you that mechanical things, which wear out, develop issues, fall apart and/or break won't do exactly that whenever you happen to be the poor soul who is utilizing said premium thing. It's not like the engines on the ship say, "Hey! Billy Bob paid too much for his cruise! Maybe we shouldn't do that metal fatigue thing this week!" Stuff breaks. That's how it is.

Nice stealth edit, btw. Sometimes, no matter what you do, people aren't satisfied. People are people.

Of course there's no guarantee. But who should bear the risk? If it's weather related, the customer bears that risk. If it's engine related, Disney should bear the risk.