Kudos to DCL for outstanding service during tendering problem on Grand Cayman!

[disneyophile]

We are just back from our Easter week cruise on the Magic and I really must take the time to give much earned credit where it is due.

During our stay in Grand Cayman, the sea became very rough and unsafe for tendering. Unfortunately, this came at a very busy time (2:30). DCL shared the pier with another cruise lines, and the pier was completely full of people with just as many, if not more, waiting on land. Tender after tender tried to dock, but it was obvious that it was hazardous to both life and property. All that we could do was wait in the blazing hot sun while waves crashed over our feet. After about an hour and many attempts to dock, a tender was able to dock just long enough for about 20 CMs and many cases of cold bottled water to unload. CMs from officers to painters circulated among everyone with the cold water, including non Disney passengers! ( We later learned that many of the CMs were on their free time, had worked more than 14 hours that day, and said that they had enjoyed their time spent on the pier!) A call came out for anyone with infants to move to the front of the line. They were quickly boarded between the crashing waves and returned to the ship. Another tender came later filled with cases of cold soda pop. Not to be out done, the other cruise line arrived with a few crew members and coolers filled with cold wash cloths. Passengers were loaded and returned to the ship as the sea allowed. We were some of the lucky passengers; we only waited 2 ½ hours to board. Passengers were still boarding at 7:30 p.m. for a scheduled departure time of 4:30 p.m.

Everyone knows that Disney is known for their customer service, and everyone expects a certain level of service from Disney. However this service was above and beyond what anyone could have expected. Not even The Mouse can control the sea, but the CMs put the comfort of their guests first, ahead of their own safety and comfort, and made an unpleasant experience more tolerable with their caring presence and cold drinks! "Thank you" seems so inadequate.

 

[Guffyluver]

I was also on that pier with you and DCL staff was fabulous. That is why we cruise DCL.

 

[WDWLVR]

Sorry to hear that the weather caused you such delays. It does sound like Disney went above and beyond to try and help a bad situation.

 

[GrumpyMom1]

Kudos to you for remaining so positive in a tough situation that DCL had little control over. I'm sure there were some very unhappy people who did a lot of complaining.

 

[glindamood]

Proof positive - Disney is in a class of it's own!

 

[E&BMom]

I was there too and totally agree that Disney was FABULOUS in a very scary situation. The CM's were great and as they said above many were on their free time and spent many hours on the pier helping. Once on the ship I was a little shaken and did not know where my inlaws were...a CM was right there calling and seeing if they were on the ship. They handled it great!!!!!!!!!!!! We have even booked another cruise while we were on the ship!!

 

[depomas]

Wow..Sounds like quite a scary experience.. Glad everyone ended up safe and sound...

Another reason to choose DCL, they always go above and beyond...

 

[disneyophile]

Bump... because good news never sticks around as long as the bad does, and I want everyone to be able to read this!

 

[pooh luver]

Where I was standing on the pier, no one in the DCL line was complaining. One person was only in shopping and didn't have suntan lotion so someone let her borrow some, another child was crying so another passenger gave the parents a fan thing to cool the child. All the passengers that were around me were great, it was kind of an adventure.

 

[TheWog]

Glad everyone was safe and DCL stepped up and made the best of the situation and made sure everyone was taken care of. Thanks for letting us know.

 

[PPFQP]

We were on that cruise as well, and agree with everything that has been said. Disney kept everyone informed, organized and did their best to provide. We heard from some other passengers that Disney passed out cold water, sodas and even snacks to the people stranded on the dock. We only waited on the dock for about 2 hours, and it was a bit scary baking in the sun as we watched the tenders slam into the dock, not knowing if we would be able to get back to the ship. But no one was upset or complaining, becasue of the treatment by the Disney staff. I saw one CM -- Travis -- that had been in charge of directing us on the tenders at 7:30 that morning. He was working hard on the dock, reassuring passengers and unloading drinks, and still managed to energetically participate in the 80's Time Warp party that night at 11pm. Amazing.

 

[allears]

Thanks for sharing this. Many of us believe that Disney does go above and beyond and it's great to read these examples. And it is a good example of just how changeable and unpredictable the sea can be.