PSA: B2B Alaska cruisers

[GoofyDisneyDaddy]

^^^^ seriously?

 

[Momma2Jax]

I feel just awful for those of you who are dealing with having to cancel a cruise! I'm especially sad for those of you who won't be joining us on the repositioning cruise, but I understand if you want to book the Alaska cruise.

Now, for any DCL folks who are lurking, I have some suggestion for some of that Disney pixie dust that might make this better for some heartbroken and angry people, especially since many people posted that they asked about DCL specifically this law months ago, and made plans based on the reassurance they were given. Others took the word of those that had talked to DCL and planned accordingly.

Here are my suggestions:

For those folks who end up canceling the Alaska portion of the trip:

An offer to fly the impacted passengers, paid by Disney, to Florida to enjoy WDW from a deluxe resort of Disney (dining plan and park tickets included) on September 3 (the day they would have embarked on their Alaska cruise). Followed by an offer to either stay at WDW until September 9, or an offer to take the 3-night Bahamas cruise on September 6. Then a free flight to Vancouver on the 9th to join the repositioning cruise on the 10th as planned.


For those folks who opt to cancel the repositioning portion of the cruise:

The same offer as above, but with the 3-might Bahamas cruise on September 13, ending on Sept 16, and a complimentary return flight to Los Angeles (unless your passengers were planning to fly somehwere else from LA)

Disney should cover all transportation, and pay the difference in the costs. The passengers should automatically get upgraded to the next category of stateroom for free. An additional shipboard credit would be a nice touch.

If neither of those scenarios work for the passenger, Disney should work with them for any vacation option that fits to make things right, be it a Disneyland stay, a future cruise, or whatever works.

While I am getting ready for my first cruise, I work in customer service for a well-known company, and I have seen over and over again how brand loyalty impacts the consumer. I have noticed the passion that so many DCL fans have, and I think DCL would find further "Customer evangelism" if it simply owned up to the mistake, and (pardon the pun) went overboard to make it right.

I hope that DCL does just that.

I'm quite sure they would sooner pay $300 per person in fines than pay the thousands of dollars per family this suggests.

I agree that they are at fault, but they also can't go crazy trying to make it up. It sounds like they are working with people to make it right.

Meanwhile.... I can only pray I get wronged by the company you work for!

 

[Tehanna]

I guess I'm surprised that folks think my suggested solution outrageous. I'm suggesting that Disney fill in these folks planned vacation time with a trip to other things that Disney already owns at the same time, and toss in upgrades for good measure. I didn't suggest a refund for the cruise, but an offer of a vacation on Disney property on the same dates.

The extra expense outside of Disney owned entity is for relocation for folks that were planning to be in Seattle/Vancouver/LA during this trip. Everything else I suggested is on Disney property during a non-peak time when those properties are not likely to be sold-out. I suggested the dining plan because were the people who aren't on the cruise able to use their originally planned vacation, their dining would have been covered.

If my cruise were canceled with less than 2 months to go, I'd really have a hard time managing a reschedule. I've saved up vacation days, arranged for care for family, and made other arrangements. If Disney would find a way to use the same vacation time and still enjoy a trip, it would be a definitely leap in the direction of goodwill.

While it might be better for Disney to pay the $300 per person, the earlier discussion was that they might be banned from the port, and I think a offer of another vacation during that time would be better than a port ban.

That having been said, I accept your criticism of what I suggested and I'll re-think what I think would be appropriate.

 

[mickeyfan1]

We are booked on the Sept 2-9, 2013, Vancouver Alaskan cruise, followed by Vancouver to Los Angeles. We have the same stateroom for both cruises.

Is this B2B a problem?

Thank you.

If this is the DCL cruise to AK, yes, you are in trouble. All passengers booked on the last AK and the Repo are being told to cancel on or the other. THe last AK starts in Seattle and ends in Vancouver.

If you are sailing on a different cruise line to AK, you are fine.

 

[NancyIL]

We are booked on the B2B -09/03 Alaskian Cruise & 09/10 VC to LA. Just received a call from Disney stating we could not do the B2B due to a law stating you could not disembark from a ship and reboard the same ship in Vancouver.

We booked the B2B thru DVC so we are now trying to figure out what to do about airlines, DVD points for the second cruise, since they have to be used in same use year which is November 2012.

Has anyone else received a call doing the same B2B?

What's interesting is that DCL's violation of the PVSA occurred in May, and they're only now notifying people that the September version of this b2b won't fly?! I guess "[DCL] fought the law and the...law won!"

 

[NancyIL]

If this is the DCL cruise to AK, yes, you are in trouble. All passengers booked on the last AK and the Repo are being told to cancel on or the other. THe last AK starts in Seattle and ends in Vancouver.

If you are sailing on a different cruise line to AK, you are fine.

That poster is asking about next year's DCL Alaska cruise from Vancouver + the repo. There is no violation.

 

[mickeyfan1]

That poster is asking about next year's DCL Alaska cruise from Vancouver + the repo. There is no violation.

Ooops. misread that, Thanks Nancy!

 

[squirrel]

Yikes! DCL took 3 months to figure out that the B2B wasn't going to work.

They better be trying to upgrade everyone's stateroom and covering the fees for everyone's airline tickets.

Sounds like quite a few people called about their concerns and DCL said everything was fine. Three months seems too long to me to then turn around and say sorry, cancel one of your cruises.

I guess there is no way they can get everyone down to Seattle and then get them on the Repo Cruise. That should work with the law.

 

[sayhello]

I guess I'm surprised that folks think my suggested solution outrageous. I'm suggesting that Disney fill in these folks planned vacation time with a trip to other things that Disney already owns at the same time, and toss in upgrades for good measure. I didn't suggest a refund for the cruise, but an offer of a vacation on Disney property on the same dates.

The extra expense outside of Disney owned entity is for relocation for folks that were planning to be in Seattle/Vancouver/LA during this trip. Everything else I suggested is on Disney property during a non-peak time when those properties are not likely to be sold-out. I suggested the dining plan because were the people who aren't on the cruise able to use their originally planned vacation, their dining would have been covered.

If my cruise were canceled with less than 2 months to go, I'd really have a hard time managing a reschedule. I've saved up vacation days, arranged for care for family, and made other arrangements. If Disney would find a way to use the same vacation time and still enjoy a trip, it would be a definitely leap in the direction of goodwill.

While it might be better for Disney to pay the $300 per person, the earlier discussion was that they might be banned from the port, and I think a offer of another vacation during that time would be better than a port ban.

That having been said, I accept your criticism of what I suggested and I'll re-think what I think would be appropriate.

If I remember correctly, DCL booked the cruise before this fall's transatlantic to a private party, and canceled everyone who had booked that cruise (including those who had booked it as a B2B with the TA). To my knowledge, they really did not offer them anything in the way of compensation beyond a refund or reschedule. I'm thinking they're not likely to offer big compensation to these folks, either.

Sayhello

 

[Tehanna]

If I remember correctly, DCL booked the cruise before this fall's transatlantic to a private party, and canceled everyone who had booked that cruise (including those who had booked it as a B2B with the TA). To my knowledge, they really did not offer them anything in the way of compensation beyond a refund or reschedule. I'm thinking they're not likely to offer big compensation to these folks, either.

Sayhello

I'm not entirely familiar with this. Did they do this after the final payment date? This cruise is a couple of months away.

I think my biggest disappointment is that folks were repeatedly reassured by those that asked about the maritime law conflict that they were going to be fine. That's why I think there should be some unusual efforts to make it right.

Disney is one of those names that we trust, because their level of service is so good. Their word should be something we should trust as well. I'm not one of those folks that will look for rust on the balcony or pitch a fit because there is a spot on my carpet. But this is about trusting Disney's word, and they made a mistake.

On the bright side, I have heard from several folks in our meet group that Disney is working hard to help them with their plans and make sure they have a great experience in spite of the error.

 

[Momma2Jax]

I'm not entirely familiar with this. Did they do this after the final payment date? This cruise is a couple of months away.

I think my biggest disappointment is that folks were repeatedly reassured by those that asked about the maritime law conflict that they were going to be fine. That's why I think there should be some unusual efforts to make it right.

Disney is one of those names that we trust, because their level of service is so good. Their word should be something we should trust as well. I'm not one of those folks that will look for rust on the balcony or pitch a fit because there is a spot on my carpet. But this is about trusting Disney's word, and they made a mistake.

On the bright side, I have heard from several folks in our meet group that Disney is working hard to help them with their plans and make sure they have a great experience in spite of the error.

That is the sad part, that dcl kept telling them it was okay, then suddenly changes Too close to cancel some travel plans :-/ I am glad they are making it right though!

 

[NancyIL]

Yikes! DCL took 3 months to figure out that the B2B wasn't going to work.

They better be trying to upgrade everyone's stateroom and covering the fees for everyone's airline tickets.

Sounds like quite a few people called about their concerns and DCL said everything was fine. Three months seems too long to me to then turn around and say sorry, cancel one of your cruises.

I guess there is no way they can get everyone down to Seattle and then get them on the Repo Cruise. That should work with the law.

I'm not quite sure what you are saying, but Seattle is the problem! The last Alaska cruise begins in Seattle and ends in Vancouver - which is fine. The repo is from Vancouver to LA - which is fine. (The ship can't reposition from Seattle to LA.) However, when people board the ship in Seattle for the last Alaska cruise, then stay onboard until the ship repositions to LA - that's the problem.

 

[cyclenut]

I'm not quite sure what you are saying, but Seattle is the problem! The last Alaska cruise begins in Seattle and ends in Vancouver - which is fine. The repo is from Vancouver to LA - which is fine. (The ship can't reposition from Seattle to LA.) However, when people board the ship in Seattle for the last Alaska cruise, then stay onboard until the ship repositions to LA - that's the problem.

Exactly right. The only way for Disney to have avoided this problem would have been to sail Alaska form Seattle to Vancouver, then sail Alaska Vancouver to Vancouver, then sail the pro cruise. That way a b2b would be boarding in Vancouver and disembarking in LA.

If I had to guess, this whole thing and the fact that Disney has pulled the Mexican Riviera from its schedule, will cause Disney to stay away from the west coast, including Alaska, for 2014.

 

[NancyIL]

Exactly right. The only way for Disney to have avoided this problem would have been to sail Alaska form Seattle to Vancouver, then sail Alaska Vancouver to Vancouver, then sail the pro cruise. That way a b2b would be boarding in Vancouver and disembarking in LA.

If I had to guess, this whole thing and the fact that Disney has pulled the Mexican Riviera from its schedule, will cause Disney to stay away from the west coast, including Alaska, for 2014.

DCL's Alaska itineraries will be roundtrip from Vancouver in 2013, so that will eliminate the legal problem with b2b cruises at the beginning and end of the season.

 

[Chilly]

Do you think whoever didn't understand the law has been fired?

 

[jlwhitney]

You know what, I think Disney made a mistake, we all do. We are humans. I think with the first B2B of the season Disney tried a solution to avoid having to make the people booked on them cancel a cruise.

It didn't end up working, they probably tried to fight it and lost. Which is why they are having the cruisers cancel one of the legs. I highly doubt this is what they wanted it to come to.

It sounds like they are doing the best they can in the situation.

 

[squirrel]

From what I have read the passangers affected would be okay to re-board even in Vancouver as long as it was 24 hrs after getting off.

So having them meet up in Seattle in the morning should work as they would have been off the Wonder for 24 hrs.

 

[NancyIL]

From what I have read the passangers affected would be okay to re-board even in Vancouver as long as it was 24 hrs after getting off.

So having them meet up in Seattle in the morning should work as they would have been off the Wonder for 24 hrs.

It is against the PVSA for a foreign-flagged ship to carry passengers between two different US ports (Seattle and LA) without making a stop in a distant foreign port. Therefore, passengers can NOT board the ship in Seattle and disembark in LA. That part of the law DCL understands, and that's why the May and Sept. repo cruises begin and end in different countries.

 

[squirrel]

It is against the PVSA for a foreign-flagged ship to carry passengers between two different US ports (Seattle and LA) without making a stop in a distant foreign port. Therefore, passengers can NOT board the ship in Seattle and disembark in LA. That part of the law DCL understands, and that's why the May and Sept. repo cruises begin and end in different countries.

But wouldn't it be considered a different cruise as now those passangers have been off the ship for 24 hrs.

 

[NancyIL]

But wouldn't it be considered a different cruise as now those passangers have been off the ship for 24 hrs.

Re-read my lips: You CAN'T board the ship in Seattle and disembark in Los Angeles, because those are two different US ports, and there has been no stop at a distant foreign port! NO *foreign-flagged* ship can do that...at any time.