Wonder technical issues - $150 compensation

[richtravel]

So we’re on the current Wonder cruise that’s missed Ketchikan because of technical issues adding another sea day.
They added $150 room credit and offered 20% off a future cruise.
We live in Asia and this was a once in a lifetime cruise for us. It’s far to travel and not to mention it’s very pricey.
The 20% off a future cruise is useless to us, so we missed our planned excursions and a day in Ketchikan, with $150 compensation the outcome.
We somehow don’t think this is fair/adequate.
Guest services fobbed us off without even so much as an apology.
This was not Covid related/weather related, this is a Disney maintenance issue and whilst it can happen, we feel there should be greater compensation for those not wishing to/unable to do a future cruise (at least in the next 24 months).
Has anyone had any luck in similar situations getting a better outcome after the cruise and does anyone have advice as to how we would seek some level of compensation that will actually benefit us?

 

[vadersprincess12]

It's unfortunate what you went through, but Disney, or any other cruise line for that matter, are really not required to do anything as compensation. If you read your cruise contract you'll find that out.

Maintenance issues do arrive given that the ships sail pretty much 365 days a year.

Given that you traveled from Asia to sail they may extend the future cruise credit for a longer period of time, but I wouldn't hold my breath.

 

[Marthasor]

What level of compensation are you looking for? Based on the cruise contract you agreed to, unfortunately, you aren't entitled to anything. You can certainly ask, but I wouldn't expect any further compensation. If you had non-refundable costs due to missing your excursions (if they were privately booked), you can certainly file a claim with your travel insurance company. I understand it's terribly disappointing. Anything DCL offers in terms of compensation is goodwill/guest recovery and not obligatory on their part.

 

[bcwife76]

Given the circumstances I think the compensation is more than fair. We were on the DVC member cruise to Bermuda, an arguably expensive cruise (more than Alaska even) and due to inclement weather and storms two of our three excursions in Bermuda were cancelled (we were there overnight) and we missed our stop in Boston completely. A 7 night cruise with only two days in a port. We were tossed around in the ocean like rubber ducks in a bath tub due to trying to avoid the storm as well. None of us considered asking for "compensation" but a few weeks later every passenger was given a $60 Disney gift card. You got way more than we were ever offered.

 

[BruinEd03]

Given the circumstances I think the compensation is more than fair. We were on the DVC member cruise to Bermuda, an arguably expensive cruise (more than Alaska even) and due to inclement weather and storms two of our three excursions in Bermuda were cancelled (we were there overnight) and we missed our stop in Boston completely. A 7 night cruise with only two days in a port. We were tossed around in the ocean like rubber ducks in a bath tub due to trying to avoid the storm as well. None of us considered asking for "compensation" but a few weeks later every passenger was given a $60 Disney gift card. You got way more than we were ever offered.

In my opinion, there’s a difference between weather (not under anyone’s control) and mechanical (under Disney’s control). I would see it the same way as delays for flights due to weather or mechanical.

 

[bcwife76]

In my opinion, there’s a difference between weather (not under anyone’s control) and mechanical (under Disney’s control). I would see it the same way as delays for flights due to weather or mechanical.

Ok and that's your opinion. My opinion is different. Pretty sure Disney didn't think they would have a propulsion problem.

 

[BruinEd03]

Ok and that's your opinion. My opinion is different. Pretty sure Disney didn't think they would have a propulsion problem.

Of course Disney didn’t think they would, however who’s responsible for maintenance and upkeep of the ship? Note that I’m not saying this from a contract perspective as the contract pretty much says they can sit in the harbor. I’m saying this from an optics, marketing, and fairness perspective.

 

[bcwife76]

Of course Disney didn’t think they would, however who’s responsible for maintenance and upkeep of the ship? Note that I’m not saying this from a contract perspective as the contract pretty much says they can sit in the harbor. I’m saying this from an optics, marketing, and fairness perspective.

So to answer the OP's question, do you think the compensation they have been given/offered is fair or should there be more done/offered?

 

[BruinEd03]

So to answer the OP's question, do you think the compensation they have been given/offered is fair or should there be more done/offered?

I think if the OP explained to the guest services that this doesn’t work, they could’ve worked to find creative solutions. For example, instead of the 20% off, maybe they do $500 onboard credit in addition to the $150 and give them reservations at Palo brunch along with maybe comping a wine package or spa passes, or photo package? For Palo, all they would be out is really the ingredients as the guests will naturally cover the tips. For the wine package, that has a much higher value to the guest than Disney. For spa passes? Again, really not that much on Disney’s end.

 

[Mango7100]

I think that is actually a pretty generous compensation, I’m not sure what you are expecting since they don’t have to give you anything.

 

[MomOTwins]

We’ve missed ports, many people have, and were not given nor expected compensation. When you have a flight get delayed due to maintenance issues, comp is not typically offered. We’ve been in high quality hotels where the hot water is broken in winter or AC is broken in summer. Things break, it happens. The nice thing about a disney cruise is that the onboard entertainment is such good quality, a missed port is not that unpleasant.

We are sailing on another cruise line to Alaska in two weeks. We already know we are missing our Skagway stop—where we had our biggest excursion planned—because of a problem with the dock our ship was supposed to be at. No comp given to us and I know it is just a hazard of cruising. We’ll still be on vacation, together as a family, with beautiful ocean/alaska views to enjoy and that’s what I’ll have fond memories of in the end, not disappoinent over whether we should have had an extra couple hundred bucks.

 

[tvguy]

It sucks, but it seems that several ships are having similar issues, and that compensation is pretty much what other lines are offering.

 

[DCLMP]

Given the circumstances I think the compensation is more than fair. We were on the DVC member cruise to Bermuda, an arguably expensive cruise (more than Alaska even) and due to inclement weather and storms two of our three excursions in Bermuda were cancelled (we were there overnight) and we missed our stop in Boston completely. A 7 night cruise with only two days in a port. We were tossed around in the ocean like rubber ducks in a bath tub due to trying to avoid the storm as well. None of us considered asking for "compensation" but a few weeks later every passenger was given a $60 Disney gift card. You got way more than we were ever offered.

That was the weather, not a mechanical issue. Airlines compensate for mechanical issues not acts of God. Cruiselines should do the same.

 

[DCLMP]

In my opinion, there’s a difference between weather (not under anyone’s control) and mechanical (under Disney’s control). I would see it the same way as delays for flights due to weather or mechanical.

I've seen Disney give 25% for hurricanes so I'm surprised their compensation is so weak for a problem that was clearly their fault. I'm guessing most people that post in this forum would be happy with 20% off a future cruise as would I because we cruise on DCL all the time, but the OP's circumstances are unique.

 

[Karin1984]

The difference between an airline and a cruiseship with mechanical issues is that the main component of the airline contract is to bring you from a to b in a timely manner.

The cruiseship contract is to cruise.

I have seen the $150 per stateroom more often for missed ports with DCL. That seems a sort of standard they have. The 20% is additionele and generous.
That you have no use for it, is not on DCL.

I am currently corresponding with British Airways about compensation for a lot of issues before, during and after my flight. I asked in my letter not to offer me frequent flyer miles as I have no use for those. Chances of me ever flying with BA again are slim.
Even me asking this is no reason for BA to offer this and give me the option to take it or leave it.

It sucks, but it is what it is.

A similar complaint could be: we get married in the coming 2 years or plan to get pregnant and therefore no time or money to cruise.
Not DCL's problem.

 

[BruinEd03]

The difference between an airline and a cruiseship with mechanical issues is that the main component of the airline contract is to bring you from a to b in a timely manner.

The cruiseship contract is to cruise.

I have seen the $150 per stateroom more often for missed ports with DCL. That seems a sort of standard they have. The 20% is additionele and generous.
That you have no use for it, is not on DCL.

I am currently corresponding with British Airways about compensation for a lot of issues before, during and after my flight. I asked in my letter not to offer me frequent flyer miles as I have no use for those. Chances of me ever flying with BA again are slim.
Even me asking this is no reason for BA to offer this and give me the option to take it or leave it.

It sucks, but it is what it is.

A similar complaint could be: we get married in the coming 2 years or plan to get pregnant and therefore no time or money to cruise.
Not DCL's problem.

There's a difference between contractual obligation and intended goodwill gesture. Contractually, DCL can just stay in port and NOT visit any ports. You would not be entitled to any compensation. Disney is clearly doing the 20% off and the $150 OBC as a sign of goodwill. If the customer does not find it useful, has it met its intended target? Goodwill?

I'd say where it's a mechanical issue and clearly a part of Disney's responsibility, regardless of what the contract says - the Goodwill gesture falls flat and is inadequate if they are offering something that is useless to the passenger. Simple substitutions (which actually may be cheaper for Disney) may generate more Goodwill.

As for BA, I don't think Disney wants to follow BA's (or many airline's) lead on keeping customers happy.

 

[gismo1554]

Just to add you might also be able to get something back through your own insurance. For example on mine I think I get $50 back for missed ports.

Personally I feel that if you aren't happy your best bet is to contact DCL directly (you can use the chat function on the app I think) and explain the situation. They might be able to offer something else but honestly I think this is a risk you take with cruises. Yes maintenance would be DCLs responsibility which is why they are offering a good will gesture but I think its quite a decent value personally. I get this was a once in a lifetime cruise but these things do happen and unfortunately a call has to be made.

 

[Karin1984]

There's a difference between contractual obligation and intended goodwill gesture. Contractually, DCL can just stay in port and NOT visit any ports. You would not be entitled to any compensation. Disney is clearly doing the 20% off and the $150 OBC as a sign of goodwill. If the customer does not find it useful, has it met its intended target? Goodwill?

I'd say where it's a mechanical issue and clearly a part of Disney's responsibility, regardless of what the contract says - the Goodwill gesture falls flat and is inadequate if they are offering something that is useless to the passenger. Simple substitutions (which actually may be cheaper for Disney) may generate more Goodwill.

As for BA, I don't think Disney wants to follow BA's (or many airline's) lead on keeping customers happy.

Then you get into the territory that adequate compensation is different for everyone. Missing a port is not really something you can put a price tag on. Some people will not mind, some have been looking forward to it to make some special memories.

For some people a dinner at Palo will be a nice compensation and for others it won't. It's not a workable situation for the employees to have a menu of compensation options and let the customer choose what he wants.

 

[SirDuff]

Then you get into the territory that adequate compensation is different for everyone. Missing a port is not really something you can put a price tag on. Some people will not mind, some have been looking forward to it to make some special memories.

For some people a dinner at Palo will be a nice compensation and for others it won't. It's not a workable situation for the employees to have a menu of compensation options and let the customer choose what he wants.

I mean, they could do it. Not an exhaustive list (and maybe you have to choose by stateroom rather than person) but airlines do it. I've had options of XXX miles, YYY case, or ZZZ flight credit, for example. The first time was rather funny because I thought that I had made it clear that I was not complaining and really didn't expect compensation (the TV remote didn't pop out of my seat (still totally useable), I mentioned to the FA because we were flying into the US from Europe and I thought it might be easier to check/fix in the US (we were on United). I made it clear (I thought) that it was really not a problem, I was just noting so that they could flag for a fix. Next I know, the FA is at my seat asking which compensation I'd prefer. I, again, said that I really wasn't complaining but she said "Hey, if the airline is offering, take it".

It might not be feasible given the numbers (far more people on a cruise then a flight), but could be possible to have two or three options. Might not be worth it, but possible.

Let's not discuss the current battle I'm having with your ex-employer

 

[Disneyland_emily]

Then you get into the territory that adequate compensation is different for everyone. Missing a port is not really something you can put a price tag on. Some people will not mind, some have been looking forward to it to make some special memories.

For some people a dinner at Palo will be a nice compensation and for others it won't. It's not a workable situation for the employees to have a menu of compensation options and let the customer choose what he wants.

In January our 3 night cruise had Nassau swapped to Castaway day and castaway to day at sea because the Fantasy had to adjust ports.
We never get off at Nassau so zero impact to us (& very much appreciated the OBC & 20% voucher) while others in our group were furious and angry and ‘whole trip was ruined!’ So yeah it’s definitely individuallized…