Poor Customer Service Thru DDisney Cruise Lines

[NHdisneylover]

Hi OP. I am anotehr poster who is on your cruise.
Back when I booked this itenerary (May '07) it was a value compared to the regular Westerns and even less than most Easterns in the fall. So, like otehrs I do not see that htis was a high priced cruise. Later on, as the crusied booked up the price rose--this is always the case (fewer empty staterooms=higher prices) and has little to do with where the ship is going (that said I booked THIS cruise because of the two stops at Castaway Cay).
Persoanlly I think DCL has shown how good their customer service can be with how they have handled the port change. They could have easily waited until very close to the sail date to make a final decision as to wether or not to sail to Costa Maya (giving Costa Maya as much time as possible to repair the damage). Instead, they have gone ahead and made a "safe" (as safe as cruising in the fall gets ) call and let all of the passengers know of the change in PLENTY of time for everyone to plan ahead and book excursions, etc. DCL also made this announcement a good month before the time when final payment is due. This way, you (and any other customers who were really looking forward to Costa Maya) now have plenty of time to make alternate arrangements and cancel with DCL for a full refund. Gosh, some lines in the industry might have held off announcing until a few days after the cancellation policy turned in their favour--but DCL treats us better than that.
I sure hope you make peace with this change and enjoy your trip or else decide to cancel it in favor of something else you would prefer to do. Please do not let this ruin what should be a Magical trip for your family (I know it will be Magical for mine no matter where the ship takes us--or does not take us )

 

[jship210]

DCL has the right to change the itinerary at any time. They replaced Costa Maya with Grand Cayman because they felt that Costa Maya would not be ready in time for the scheduled sailings. While I can understand your disappointment, I do not see any negligence/error on DCL's part.

Would you rather go into Costa Maya when it's not up to DCL standards?
Then you'd have people complaining it was not worth stopping and blame DCL for that choice.

 

[26555]

With the Tuesday/Wed swap in the DCL link, its good to confirm with www.porttime.com the itinerary. Cozumel moved from Wed to Tues for the Oct-Dec Costa Maya sailings. So, use DCL link for times but ignore days in left column.

It's a good move, puts you in port when fewer ships, even if stay abbreviated. FYI to anyone booking or rescheduling private excursions.

 

[tchrmom]

After being on a DC for Grand Cayman and Costa....thank your lucky stars they made the switch!

 

[Vanvmom]

I agree, the premium pricing was likely based on timing and the 2 stops at CC, and not the location of the other two ports of call.

We did the Double CC Western Cruise it CostaMaya and Cozumel in Nov 2006, and while it was good (pics on our website), we had no intention of doing it again (even with the 2 stops in CC). The port area along with most of the island was totally demolished when Hurricane Dean hit it head on at Cat. 5. I've done a lot of follow up with the people living in the area, and it was so sad to see everything GONE - the entire huge cruise pier, all of the shops and homes...everything the people there lived in and made their living from was totally flattened and blown away. So sad...

 

[floridaminnie]

Not sure what you are expecting from DCL to do. Just like they decided to change a port of call, you could always cancel your trip.

 

[Olga]

DCL also made this announcement a good month before the time when final payment is due. This way, you (and any other customers who were really looking forward to Costa Maya) now have plenty of time to make alternate arrangements and cancel with DCL for a full refund.

Deposits on Cat 1-3 which is double the amounts of other cabins is NON-refundable.
In addition, travel insurance is NON-refundable.

 

[oddman]

If CC was cut out and all you got was a sorry and a smile, there would be 100 threads here ranting and crying.

 

[aan1701]

If CC was cut out and all you got was a sorry and a smile, there would be 100 threads here ranting and crying.

This may sound strange, but I would welcome that.

 

[NHdisneylover]

Deposits on Cat 1-3 which is double the amounts of other cabins is NON-refundable.
In addition, travel insurance is NON-refundable.

There is nothing to indicate that the OP is in a cat 1-3. Other postings of his online say he spent $2400 for a cabin for four people--if that is a at 1-3 he got a screaming deal.
Also, I have read many times that you can apply the deposite amount from a suite to a different cruise, or even to a lower level cabin if you need to make changes so even that is pretty flexible. All in all still pretty good customer service if you ask me. DCL cannot control the weatehr and when you book a cruise any responsible cosumer knows you may end up with alternate ports for reasons beyond any cruise line's control.

 

[NHdisneylover]

If CC was cut out and all you got was a sorry and a smile, there would be 100 threads here ranting and crying.

Yep, I would be pretty dissapointed and upset and I might well vent here. BUT if a hurricanne hit CC (happened once) I would not expect DCL to give me any $$ for that. I have in fact missed CC on two of my five cruises. Once a hurricanne neccesitated that we rerout entirely and not go anywhere on our origianl itenerary (way back in '99) and once the seas were too high to dock. I was bitterly dissapointed--no doubt about it. I was NOT angry with Disney and did not expect nor ask for compensatrion.

 

[Grandma4ever]

Deposits on Cat 1-3 which is double the amounts of other cabins is NON-refundable.
In addition, travel insurance is NON-refundable.

There is nothing to indicate that the OP is in a cat 1-3. Other postings of his online say he spent $2400 for a cabin for four people--if that is a at 1-3 he got a screaming deal.
Also, I have read many times that you can apply the deposite amount from a suite to a different cruise, or even to a lower level cabin if you need to make changes so even that is pretty flexible. All in all still pretty good customer service if you ask me. DCL cannot control the weatehr and when you book a cruise any responsible cosumer knows you may end up with alternate ports for reasons beyond any cruise line's control.

I agree. I believe we expect too much and then complain when we don't get more than we paid for. DCL has always given me the best and I am willing to pay alittle extra. They are willing to allow us to move our deposits all the way up to just 75 days out and that also includes those booked in Cat 1-3. I feel life is much better when I look at the glass as half full and count my blessings rather than look at a missed opportunity.

I am sure there is something more enjoyable that is going to happen at Grand Cayman if I just allow it. I am so excited that I have the opportunity to vacation when there are people in the world who don't know where they are getting their next meal. In fact, I feel just a little guilty that I am spending all this money that could be better used for the over all good.

I also feel if you are not happy with the service or goods go elsewhere. Nobody can make everyone happy all of the time. This change in port always upsets folks which is understandable but let remember that if we went to Costa Maya and it was not ready there were be as many if not more folks complaining. DCL made the decision they felt was best for the company and in the end for us. They are still giving us a cruise and will I am sure make every effort to make it the best vacation we have had. For those cruising on 9/27 I can't wait to cruise and expect to have a very good time. For those who are cruising later remember if you look for the good that is what you will find. Expect the best and you will find it.

 

[Olga]

They are willing to allow us to move our deposits all the way up to just 75 days out and that also includes those booked in Cat 1-3. .

Perhaps there was a misunderstanding, the original statement was:"This way, you (and any other customers who were really looking forward to Costa Maya) now have plenty of time to make alternate arrangements and cancel with DCL for a full refund."

I booked a cat 3 paid double the deposit per person ($500 each), and informed in writing and verbally that my deposit was non-refundable upon receipt under any circumstances. Deposit was due 3 days after booking.
Travel insurance is also non-refundable. I am not complaining, simply being informative.

 

[NHdisneylover]

Perhaps there was a misunderstanding, the original statement was:"This way, you (and any other customers who were really looking forward to Costa Maya) now have plenty of time to make alternate arrangements and cancel with DCL for a full refund."

I booked a cat 3 paid double the deposit per person ($500 each), and informed in writing and verbally that my deposit was non-refundable upon receipt under any circumstances. Deposit was due 3 days after booking.
Travel insurance is also non-refundable. I am not complaining, simply being informative.

You're right. I should have said "and any otehr customers not booked in a category 1-3" None the less, even you guys in the high category can change to anotehr cruise of DCL's and just transfer your deposit to the otehr cruise (happens often from what I understand). Also, while I realize insurance is not refundable 9is insurance ever?), I do not consider it part of the cruise fare. It is optional, many people forgo it and others purcahse it through third parties, etc. Similarly if you had already purchased airfare it would not be refundable by most airlines, but again that is not DCL and not part of the cruise fare so there is really nothing DCL can do about it. WHat they can do (and have done) is give veryone as much notice as reasonably possible of the change so alternate arrangements can more easily be made by those who desier to do so.
I am still failing to see how either of these issues means that DCL should compensate the OP (or any of the rest of us booked no the cruise) for changing ports when the origianl port is dessiamted by a hurricane.

 

[Olga]

You're right. I should have said "and any otehr customers not booked in a category 1-3" None the less, even you guys in the high category can change to anotehr cruise of DCL's and just transfer your deposit to the otehr cruise (happens often from what I understand). Also, while I realize insurance is not refundable 9is insurance ever?), I do not consider it part of the cruise fare. It is optional, many people forgo it and others purcahse it through third parties, etc. Similarly if you had already purchased airfare it would not be refundable by most airlines, but again that is not DCL and not part of the cruise fare so there is really nothing DCL can do about it. WHat they can do (and have done) is give veryone as much notice as reasonably possible of the change so alternate arrangements can more easily be made by those who desier to do so.
I am still failing to see how either of these issues means that DCL should compensate the OP (or any of the rest of us booked no the cruise) for changing ports when the origianl port is dessiamted by a hurricane.

I agree. You're absolutely correct, there has been sufficent notice. The terms and conditions are in writing and no compensation is due.
Have a nice vacation wherever the ship will sail, as long as it leaves the port with me on it I'll be happy..

 

[NHdisneylover]

as long as it leaves the port with me on it I'll be happy..

I couldn't agree more

 

[Grandma4ever]

Perhaps there was a misunderstanding, the original statement was:"This way, you (and any other customers who were really looking forward to Costa Maya) now have plenty of time to make alternate arrangements and cancel with DCL for a full refund."

I booked a cat 3 paid double the deposit per person ($500 each), and informed in writing and verbally that my deposit was non-refundable upon receipt under any circumstances. Deposit was due 3 days after booking.
Travel insurance is also non-refundable. I am not complaining, simply being informative.

I understand that those in a Cat 1/2/or 3 cannot just cancle but I do believe DCL will allow you to transfer you dates with deposit. I will never know for sure as I will never have enough money to feel comfortable spending that much per person. I also know that when things don't go as planned there is disappointment and it takes time to adjust to the new possiblities. I hope all who have been affected by the changes caused by not going to Costa Maya will make peace with it and enjoy the vacation that we end up with. I know I plan too. Lois