Wonder technical issues - $150 compensation

[John VN]

Didn't *get kicked out of cabin*, didn't *have meals discontinued*, wasn't *put in a LIFEBOAT and set adrift* ????

Guess DW and I are in the we were cruising for the time frame that was booked SOOOOOO --

 

[DCLMP]

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.

20% is generous if you want to take another cruise or can afford another DCL cruise. If I stayed at a hotel and had an awful experience I wouldn't be interested in going back regardless of what discount they offered me. Just as you don't want to fly with BA again after your awful experience. People that post on this site are DCL fanatics so most people on here wouldn't mind being stranded in the middle of the ocean with engine failure if it meant they would get a discount on another cruise.

 

[Karin1984]

20% is generous if you want to take another cruise or can afford another DCL cruise. If I stayed at a hotel and had an awful experience I wouldn't be interested in going back regardless of what discount they offered me. Just as you don't want to fly with BA again after your awful experience. People that post on this site are DCL fanatics so most people on here wouldn't mind being stranded in the middle of the ocean with engine failure if it meant they would get a discount on another cruise.

Yes, but the OP says he can't travel with DCL again, not that he doesn't want to. Disney is far away and expensive. Their personal circumstances makes them unable to cruise again, not being reluctant to do so.

I really wonder what kind of compensation would be satisfying. If 20% off and $150 credit isn't enough, I think only cash would be.

As all the passengers were in the same boat you have to compensate equally.
Ketchikan was the last stop. Leaving 2 sea days before returning back to Vancouver. How many passengers can you offer to have a meal at Palo or a spa appointment? How much space will there be? Giving people $500 state room credit at the end of the cruise also seems a waste as how do you spend it when you don't have excursions and limited availability for Palo and spa appointments?

If you would compensate in money, a flat amount, depending on stateroom (inside rooms get less than concierge) or the amount of people in a stateroom?

 

[Princesca]

If something like this happened to me, I would also expect compensation. I'm not sure how much - not the full value of one day, because you're still utilizing the ship and its services on that day. But some token compensation, and I think I'd either want cash or to get it in the form of a Disney gift card, which people could use on Disney merch, if they are unable to travel again soon. You could also use it on your next booking, right? Whether it's DCL, parks, or something else, as long as it's affiliated with Disney. And gift cards don't expire, I don't think?

But I reckon that Disney wouldn't do this because it would be useful to TOO many people. They probably choose the compensation they did banking on the likelihood that it wouldn't be useful to a number of people.

 

[Disneyfam854]

I agree it sucks this happened, but to my understanding you are also refunded the port fees for the day- what else are you truly expecting? If you read the cruise agreement, this is always a potential unexpected incident that may occur with any cruise.

 

[brentm77]

Even though there are mechanical problems that are simply not preventable, I do think Disney should shoulder some of the responsibility, since is in the best position to help prevent them. But I also think it already has a strong incentive to avoid mechanical issues to keep up the brand image and not be the next Carnival ship adrift at sea. But even though it should accept some level of responsibility, the compensation seems pretty reasonable for one missed port.

It is a cleaver way to compensate though, with the bulk of the compensation only benefiting the guest if they spend thousands of dollars more with you. But combined with a modest onboard credit, it seems reasonable to me. Missing ports is part of the risk of cruising, even if it is mechanical issue. Disney seems to have a pretty great track record of maintaining its ships, decreasing the odds of missing a port. I would have a different opinion if this was a frequent problem for DCL.

 

[babyruth]

if you have travel insurance you may be able to recover some costs from that policy. I know mine covers anything we paid for that we didn't get to do, if we miss a stop for mechanical issues etc. Read your policy.

perhaps you could get them to give you a discounted stay at Aulani in Hawaii if that is closer for you, not sure where in Asia you are traveling from. When we were there easily over half the guests were from Asian countries.

and never say never! maybe you will find a cruise you'd like to do given that it's 20% off.

 

[BruinEd03]

Yes, but the OP says he can't travel with DCL again, not that he doesn't want to. Disney is far away and expensive. Their personal circumstances makes them unable to cruise again, not being reluctant to do so.

I really wonder what kind of compensation would be satisfying. If 20% off and $150 credit isn't enough, I think only cash would be.

As all the passengers were in the same boat you have to compensate equally.
Ketchikan was the last stop. Leaving 2 sea days before returning back to Vancouver. How many passengers can you offer to have a meal at Palo or a spa appointment? How much space will there be? Giving people $500 state room credit at the end of the cruise also seems a waste as how do you spend it when you don't have excursions and limited availability for Palo and spa appointments?

If you would compensate in money, a flat amount, depending on stateroom (inside rooms get less than concierge) or the amount of people in a stateroom?

When they give people $150 OBC they don’t give them credit that they can only use for new purchases. It just simply comes off the folio. The only way you wouldn’t get value is if you spent less than $150. That includes excursions, drinks, gift shop, etc. my suggestion for $500 in lieu of the 20% off is because it is likely that people would’ve spent that amount on an Alaska cruise and it is probably on average less than the 20% discount people would use. So it’s a win in that the party would get something for this trip, but also a win for Disney in that they don’t have to provide a larger discount.

As for Palo, I think you underestimate how many people they can fit in. It’s a whole new sea day. This would only be prioritized for people that did NOT want the 20% off. In addition some people may have already booked for the last sea day, in which case it can be comped.

As for spas, yes, you only have two days left, but it is at least an option. Some people may not want Palo because they already had it once on the trip or already have it booked for the last day. It’s just another option to flex to make customers happy without losing too much money.

 

[Lilsia]

A couple of my cruises have had ports cancelled and other then getting the port fees back, we got no compensation. That is just the nature of cruising, no port is guaranteed. Anyone who wants to go to a specific location for vacation should do so and not depend on a cruise ship taking you there. Because, as we all know, anything can happen to have that port cancelled. I think that this is just one of those life situations that didn't work out how you wanted them to. Imagine if we all got compensated for all of our life's disappointments. I am sorry OP, that it happened and that it was a disappointment to you. But I think that the compensation Disney offered was more then fair. Not everything that happens should be a payday.

 

[richtravel]

Thanks for all your replies. I’m not saying the 20% off a future cruise is not sufficient, I feel that’s generous if you’re able to use it. However, not everyone can take advantage of that so it becomes a zero sum game for some (like us). We’re from Singapore and it’s far and expensive to get to US/Canada/Europe where Disney cruises.
I’d like to have seen some flexibility in lieu of the 20% voucher for those that would never be able to use it.
We were told by guest services to contact “Disney corporate”. Not sure what that means but I’ll call the standard call line and wait.
Will update if there’s anything they would consider, although I doubt it as they have my money now and no real benefit to do anything for us.

 

[Karin1984]

When they give people $150 OBC they don’t give them credit that they can only use for new purchases. It just simply comes off the folio. The only way you wouldn’t get value is if you spent less than $150. That includes excursions, drinks, gift shop, etc. my suggestion for $500 in lieu of the 20% off is because it is likely that people would’ve spent that amount on an Alaska cruise and it is probably on average less than the 20% discount people would use. So it’s a win in that the party would get something for this trip, but also a win for Disney in that they don’t have to provide a larger discount.

As for Palo, I think you underestimate how many people they can fit in. It’s a whole new sea day. This would only be prioritized for people that did NOT want the 20% off. In addition some people may have already booked for the last sea day, in which case it can be comped.

As for spas, yes, you only have two days left, but it is at least an option. Some people may not want Palo because they already had it once on the trip or already have it booked for the last day. It’s just another option to flex to make customers happy without losing too much money.

You are right, I forgot that excursions and such are paid for at the end. That could work.

But for the other options, I think you come back to the practical side of how to execute this. There are 875 staterooms on the Disney Wonder. Either late in the evening or early in the morning they will find a note: Ketchikan has been cancelled. You get the option, 20% off your next cruise, a free meal at Palo or a spa appointment. Can you imagine the queues at guest services people trying to collect their free meals or appointments. What if they do run out, by the time it's your turn. It's not exactly 'chicken or beef' on a plane. It can cause more complaints.

Or imagine the discussions in the stateroom $90 for mom and dad to have brunch at Palo, or $100 for a manicure, or $1.000 less for the next cruise.
If people do the math, they will know that compensation of around $100 pales in comparison to the 20%. Which will also cause complaints.
And maybe complaints from the crew: will they still receive the same amount of tips if Disney gives away free meals and spa appointments.

Offering a menu of cancelled cruise port options would cause a lot more hassle for the crew.

Of course, you can try to get more afterwards. But I would never suspect Disney to give anything more during the cruise.

 

[Karin1984]

Thanks for all your replies. I’m not saying the 20% off a future cruise is not sufficient, I feel that’s generous if you’re able to use it. However, not everyone can take advantage of that so it becomes a zero sum game for some (like us). We’re from Singapore and it’s far and expensive to get to US/Canada/Europe where Disney cruises.
I’d like to have seen some flexibility in lieu of the 20% voucher for those that would never be able to use it.
We were told by guest services to contact “Disney corporate”. Not sure what that means but I’ll call the standard call line and wait.
Will update if there’s anything they would consider, although I doubt it as they have my money now and no real benefit to do anything for us.

Before you call, look up the threads on the Dis where people post when they get through to an agent immediately or have short wait times. The DCL phone lines are busy!

 

[lanejudy]

the Goodwill gesture falls flat and is inadequate if they are offering something that is useless to the passenger.

And what is the purpose of the "goodwill gesture?" I think you'll find most businesses make a goodwill gesture in attempt to appease and retain customers. When the customer has already declared "I won't be returning regardless of what you give me" why should the business offer anything? As you already acknowledge, there is no contractual obligation so if it's not to encourage customer loyalty why should they bother offering anything more. I'm sure DCL knows that a percentage of such offers go unused. Just look at the recent threads about people "losing" the FCC from Covid cancellations. The 20% off is intended as an incentive to return and cruise again in the future. No more no less than that.

 

[BruinEd03]

And what is the purpose of the "goodwill gesture?" I think you'll find most businesses make a goodwill gesture in attempt to appease and retain customers. When the customer has already declared "I won't be returning regardless of what you give me" why should the business offer anything? As you already acknowledge, there is no contractual obligation so if it's not to encourage customer loyalty why should they bother offering anything more. I'm sure DCL knows that a percentage of such offers go unused. Just look at the recent threads about people "losing" the FCC from Covid cancellations. The 20% off is intended as an incentive to return and cruise again in the future. No more no less than that.

That’s one approach to business. It sure gives operators of once in a lifetime vacations license to treat their customers poorly.

Another thought would be that:

1.) Circumstances change. Just because it’s once in a lifetime now may not be the case in 5 years. There’s plenty of people that thought they would only do one Disney cruise and their life circumstances change for the positive. In this case they may very well be capable of going on another Disney cruise, but could very well choose not to. Not to mention, Disney could enter the Australia market or the Asian market.

2.) While Disney Cruises is probably on its own PNL system, they do represent Disney. Last I checked there were several Disney theme parks in Asia. They may reduce the likelihood that the OP will spend their money at Disney parks.

3.) For a trip of a lifetime, most likely the OP will be asked about his experience. Especially if there are other people thinking about cruising. Even if he turns off one family from taking a Disney Alaska cruise - they would’ve lost more than whatever goodwill gesture they would’ve provided. My guess is that the people who do it as a trip of a lifetime are more likely to share their experience and be enthusiastic about it one way or another than your run of the mill traveler.

4.) Public perception. If your goal is to be like any other cruise line. Sure go ahead and do what other cruise lines do. This is a lost opportunity to differentiate DCL from the competition and justify their higher cost.

Of course just my opinion and how I would do guest service. But I’m also not under the thumb if Chapek.

 

[tvguy]

Didn't *get kicked out of cabin*, didn't *have meals discontinued*, wasn't *put in a LIFEBOAT and set adrift* ????

Oh great, now you bring it up, Disney will see this and add extra cost activities like:

1) Walk the plank with Captain Hook

2) Spend the night in the brig with Captain Jack Sparrow.


LOL

 

[vadersprincess12]

I'm grateful to be cruising again. When you travel, in our current world climate, you basically take your chances and hope everything goes well. Seems to me with all the problems going on in the world today those who can afford to travel should be thankful they can.

 

[Flip flops in winter]

We were on this cruise and personally, the $150 felt pretty paltry considering we have 5 people in our stateroom and that is essentially $30 each to appease our disappointment. And it's not like that's some great economy of scale either - the stateroom was still $20k.

As far as offering other options, that wouldn't work IMO. For example, I tried all week to get a spa appt for a mani pedi and they couldn't make it happen - the extra day at sea would have been perfect but everything was booked (tastings too). Couldn't get a Palo brunch either.

Regardless, didn't ruin this amazing trip by any stretch. Still booked a placeholder and I'll certainly attempt to stack the 20%!

 

[John VN]

Oh great, now you bring it up, Disney will see this and add extra cost activities like:

1) Walk the plank with Captain Hook

2) Spend the night in the brig with Captain Jack Sparrow.


LOL

I'd pay extra $$$ for choice #1) Excursion into the Drink and choice #2) ADVENTURE in the BILDGE