Top ten cruise complaints

by Chris Owen on


Cruise vacations consistently rank high in guest satisfaction. Most cruise lines really have their act together in creating a total package that can make for a fabulous experience. Still, we get comments and complaints from readers in response to articles here at Gadling. Those complaints/hate mails also come from those who have actually been on a cruise and experienced less that a wonderful time.

While most are stories of readers own personal experiences, our top ten cruise complaints include some recurring themes.

  1. “Cruising is not really “traveling”– This comes from backpackers, mountain climbers, campers, world-travelers of all sorts and a lot of people who have never been on a cruise. That last group probably makes up the bulk of those who think this. Once they actually do take a cruise (like someone fooled them into it) they like it. Grappling with a craggy cliff may still be the love of their lives but they give a nod to cruising as at least worthy of consideration. By some. Not them. Someone else.
  2. “I was double-charged on my bill for…” On-board charge account errors have been an ongoing challenge for guests. A good deal of the time guests are confused about how it all works and they really were not charged double. Debit card users know all about “holds” cruise lines put on their account throughout the voyage to be sure there is money there at the end of the cruise to pay them. Your best bet: check your shipboard account and be sure it is accurate before leaving the ship.
  3. “You took away my past-guest benefits” Royal Caribbean is the poster-child for this hit on the list and still gets heat for not letting guests stack discounts anymore. In the olden days, guests could get on-board credit or a discount for being a Royal Caribbean shareholder, booking during a special sale, booking certain category staterooms or asking on a Tuesday afternoon during a thunderstorm. Pretty much anything worked and the cruise lines gave guests whatever they wanted. Now it’s “one deal per booking” all the way and there are still some sore feelings about it. Shining light: Princess Cruises on-board credit for military members stacked on top of anything else. Nice touch.
  4. “Your drink prices are way too high” / “I don’t call it smuggling, you do” (tie) We would like to believe that there is a relationship between the price of drinks on a cruise and booze smuggling. Like lots of people are smuggling booze on the ship, robbing the cruise line of high-profit drink sales. Recently, though, it appears that cruise lines are cracking down on booze smuggling but drink prices don’t seem to be dropping. The cracking down part is fair, not something to advertise but fair. Your vodka in a Evian bottle might be someone elses liquid dynamite and I’d prefer that not be allowed on the ship.
  5. “Solo cruisers should not have to pay double!” Cruise lines base the world on double-occupancy and solo cruisers just don’t fit the mold. Sorry. They don’t. Well they do on Norwegian Cruise Lines with their solo accommodations but that’s about it. Singles: Look on the bright side. You also don’t have to share your photo-booth size bathroom, pay for an extra airline ticket, or listen to anyone other than yourself complain about lines.
  6. Why does my Internet connection suck so bad?” OK, I get it, the ship moves and we have to constantly be looking for a satellite connection to grab. But once we have that signal though shouldn’t we be able to have a good time on the Internet? It’s not like the ship is racing through the ocean at warp speed. There are many who simply turn off their cell phones and never use the Internet on a cruise. They don’t care about this. People who do care use those devices and would like a nice connection
  7. “You have really yucky toilet paper” It’s one of those things that guests don’t talk about around the dinner table in the main dining room but everyone knows: this is not Charmin, White Cloud or any other brand you might find at the grocery store or a truck stop. There actually is a reason for it; regular toilet paper clogs up the airline-style vacuum toilet and plumbing. Bring your own anyway
  8. “Stop “nickel and diming me” This comes from guests who believe a little too much in the “all-inclusive” illusion of a cruise vacation. The major cruise lines never told us it was all-inclusive, we just like to believe that. As the industry has evolved, guests wanted more choices. The industry gave us choices but slipped in an extra charge along the way. The idea is that it should seem fair to pay $20 extra for a meal you might pay $100 for on land. Well sure, give me that deal on land and I will be happy. Drive your cruise ship right into downtown Denver and I’ll brag all over the place about how wonderful you are. Oh. You can’t.
  9. “What’s with the wacky pricing?” Cruise lines never advertise the total price. There are always at least taxes to be paid. If you are/were good at playing Truth or Dare, you will do well finding the “select sailings” that great offer is good for. Surprising frequent comment: “Stop with the “free upgrades” promotion unless that means from an inside to an ocean view or an ocean view to a balcony.” In-category upgrades are meaningless.
  10. “It’s over. Now I have to go back to the real world” By far, the biggest complaint about cruise vacations is that they end too quickly, regardless of how long they are. Those who buy into the whole on-board program are often left either refreshed and looking forward to returning to their real life or sadly disappointed that their real life is a shambles compared to their cruise vacation. Those in the later group, seek professional help immediately. The cruise lines really don’t aim to put you into a depression tailspin.

Flickr photo by Kabacchi

Cheap Cruise deals: the clock is ticking

by Chris Owen on

Carnival Cruise Lines has a 72 hour sale going on right now that features some of their best cruise values of the year so far. Celebrity Cruises Has a deal on Alaska that will get you up to $400 onboard credit if you book by February 18th.

It’s last-minute bargain time and cruise lines have lined up with offers for you.

Carnival’s 72-hour sale features reduced rates plus their wildly-popular “best available upgrades” promotion, back again. Past guests get reduced rates plus the best available upgrades too and this is on most sailings through 2011. (some blackout dates may apply) Carnival also has extended its “FUN-omenal” best of Europe sale until February 20th.On Celebrity Cruises they are trying to fill up space on end-of-season Alaska sailings from August to Mid-September with Concierge class and below getting $200 Onboard Credit per stateroom. Deluxe accommodations and suites get $400 onboard credit per stateroom. Celebrity is also featuring the Caribbean with sailings starting at $599 per person + tax.

See your Travel Expert for more details as time is running out on these cheap cruise deals.


Breaking: Delta Air Lines to add Seattle’s Best Coffee

by Chris Owen on

You don’t have to fly first-class to get the best coffee on Delta Air Lines. Starting March 1st, Delta’s brand will be Seattles Best Coffee. That might not sound like a really big deal but it took a lot of work to make that happen.

Coffee is best when brewed with water that is 197 degrees, just shy of boiling. The problem with brewing coffee in flight (you were right, there was a problem) is that at 30,000 feet, the altitude affects barometric pressure and how hot water reacts to coffee. Enter the Green Coffee Quality Team at Seattles Best Coffee.

Coffee expert Kim Giroir from Seattles Best quality team told Gadling they experimented with a bunch of different blends and finally came up with what they call “Level 4” coffee that is just right for brewing in the sky.

When Seattle’s Best says they want to “bring great coffee everywhere” that’s not just a slogan. Back at the Research and Development labs at Seattles Best, they brewed test blends in a barometric chamber, mimicing the conditions of brewing in the air.

It’s been a meticulously tedious process finding the right blend but taste tests in November had all the cabin crew buzzing about the new coffee. That’s nothing new to the coffee company that relaunched it’s brand at Starbucks headquarters in May.

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Seattle’s Best thinks they have come up with the perfect cup of coffee, no matter where it is served. A big hit on Royal Caribbean cruise ships, it just made sense to take to the air too.

Delta is no stranger to fine cuisine either, taking in-flight dining seriously for quite some time now, especially in their BusinessElite product.

As the official airline of the Food Network New York Wine and Food Festival, Delta Air Lines brought along its roster of six consulting chefs to venues throughout the event.

In 2006, Delta revealed an on-board menu created by celerity chef Michelle Bernstein. As Delta’s consulting chef, Bernstein designed entrees and side dishes which became part of Delta’s continued effort to enhance its BusinessElite product, creating a more inviting and entertaining experience.

In 2007, Delta tapped top chef Todd English to create selections for its food-for-purchase menu being developed for customers flying in its Coach Class on flights within the United States.

“The back of the plane is where the real challenge is,” said English, adding that he plans to help Delta devise business-class meals in the future.

In 2009 hand-served entrees and signature dishes created by Miami celebrity chef Michele Bernstein and master sommelier Andrea Robinson, expanded dessert options and improved Japanese meal options created by Delta’s flight kitchen in Tokyo.

After all that, a good cup of coffee just made sense.

Is Singapore the next Miami for cruise vacations?

by Chris Owen on

The Asia Cruise Association would sure like to think so. Seeing Asia as the next big area for cruise vacation growth, Cruise Shipping Asia, a conference and exhibition in Singapore this November aims to.

Cruise Shipping Asia 2011 will include a trade show and conference program focusing on the Asian cruise market. The exhibition will feature destinations, itinerary planning, shore excursion services, port and terminal development as well as ship operations, ship services and hotel operations.

“With 22 new cruise ships set for delivery by 2012, cruise lines are seeking fresh markets to help absorb that 17.4 percent increase – 51,306 berths,” said Michael Duck, senior vice president of trade show promoter UBM Asia. “They are currently eying Asia as a largely untapped resource.”

It was not all that long ago that European cruise markets were looking for more cruise ships and cruise lines answered that call. Recent years have seen the largest ever deployment of ships to the more profitable waters of Europe for some cruise lines.

Flickr Photo by jjcb

As mobile assets, cruise lines are able to move ships to where the money is. The recent exodus from the US West coast market by cruise lines is a good example. In December, Gadling told you about Norwegian Cruise Line announcing the deployment of 4 ships to Europe in 2012 and 2013, their largest deployment ever.

The Asian market is already in love with cruise vacations, accounting for a growing percentage of cruise passengers already. Will Singapore replace Miami as the cruise capitol of the world? Hard to say but it’s the latest new market on the horizon. It sure would make an interesting port of call though.

Breaking: Cruise crew member dead in Cozumel

by Chris Owen on

While foul play has not been ruled out, the drowning death of a Royal Caribbean crew member in Cozumel brings the safety of Mexican ports of call back into focus along with the broader issue of cruise passenger safety in general.

The body of Monika Markiewicz a musician on Royal Caribbean International’s Allure of the Seas. 32, was recovered from the ocean off the southern part of the island Saturday. An autopsy determined the cause of death to be drowning but Markiewicz also suffered a blow to the head. Police are investigating.


“Tragically, we recently became aware that the crew member was a victim of a violent crime while ashore in a remote area in Cozumel,” said Royal Caribbean spokesperson Cynthia Martinez. “We extend our most sincere and heartfelt condolences to the family and friends of our crew member.”

The topic of Mexican ports of call is a hot issue with cruise lines and Mexican government officials alike. The tragic death of a crew member in Mexican waters, regardless of the reason, brings safety back into the spotlight.

Cozumel is a popular port of call for cruise ships, far removed from the drug gang violence in Mazatlan, a center of Mexican drug cartels. Cruise lines, always vigilant regarding the safety of passengers and crew recently and dropped calls to Mazatlan due to crimes against passengers and crew members.

Disney Cruise Line, Princess and Holland America dropped Mazatlan as a port of call on Mexican Rivera cruises last month. Mexican government officials responded with a cry of “no fair” saying their ports were safe, meeting with cruise line officials and promising a safe experience for cruise passengers.

“We highly value our long-standing relationships within the cruise industry, and are dedicated to ensuring that Mazatlan remains among the top cruise destinations on Mexico’s Pacific Coast. Mazatlan has hosted nearly 1.5 million cruise passengers since 2008 and is widely regarded as one of the safest destinations in Mexico.” said Julio Birrueta, spokesperson for the Mazatlan Tourism Trust.

Newly relocated Disney Wonder, bumped to the West coast when new Disney Dream took over in Florida was scheduled to visit Mazatlan on a series of seven-night sailings through April. Instead, that time will be spent in what is believed to be a safer Cabo San Lucas.

Just last week, cruise lines returned to Mazatlan after they believed safety issues had been addressed. The Mexican government bolstered its tourism police force with a special unit of plain-clothes security personnel in the main tourist areas, including shore excursion sites.

Still, crime involving tourists is an ongoing problem in Mexico. Tourism officials have been accused of attempting to minimize the issue. The US Department of State has urged caution visiting Mexico issuing a Travel Warning in September of last year saying “It is imperative that U.S. citizens understand the risks involved in travel to Mexico.”

A cruise line crew member being found dead, for whatever reason, is indeed cause for concern in an ongoing look at the safety of ports around the world.

Last week, chaos and demonstrations in Cairo, Egypt sent cruise lines sailing in a different directions and land tour operators cancelling booked tours.

Cruise lines are modified itineraries for ships calling in Egypt and Tunisia, canceling all port calls in these two countries. While unrest/chaos continues in the area, cruise lines are playing it safe by keeping ships and passengers out of harms way.

Most recently, citing a “changing political environment” Disney Cruise Line as well as land tour operator Adventures by Disney is dropped Tunisia from all land and sea tours. They are just the latest of a growing number of cruise lines and tour operators to pull out of the troubled region.

“We continually evaluate our itineraries, and the decision to modify this itinerary was made in part due to the changing political environment in Tunis and the recent Travel Alert issued by the U.S. Department of State for Tunisia,” Disney spokesperson Christi Erwin Donnan told USA TODAY.

Indeed, cruise lines constantly monitor the situation at every port they call on, most commonly skipping ports for weather related reasons. More difficult to monitor but equally important, changing political environments and crime ashore too are a cause of concern regarding the safety of passengers and crew.