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

Princess continues rule of Alaska cruise business

by Chris Owen on

Princess Cruises has worked hard over the years to offer the best and most flexible experience for travelers in Alaska. They have built self-sufficient lodge complexes in the heart of the wilderness, made a positive impact on sensitive Alaskan environmental issues and continued to refine their Alaska offerings. Recently, the line addressed one of the biggest challenges facing travelers making reserving land tours easier.

Alaska can be done as a cruise or as a cruisetour, a sailing with a land package added on to the front or back side of the cruise. Savvy travelers with the time and budget for it know that a cruisetour is the way to go. Adding just a few days on to a sailing and having the ability to book land excursions can get travelers much deeper into Alaska than possible from a shore excursion off a cruise-only vacation.

The new Princess system allows booked travelers to pre-reserve land excursions through Princess’ Cruise Personalizer along with their shore excursions from the ships. Previously, land excursions were pre-purchased separately or booked at the lodge.

Princess Cruises Alaska Wilderness Lodges
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“This new capability makes the cruisetour experience even easier for passengers, as they can now reserve all their Alaska tours in one convenient place at the same time,” said Jan Swartz, executive vice president of Princess Cruises. “So now the toughest part of planning excursions will be whether to choose between dog sledding, flight seeing, rafting, or the many other exciting options presented by the local tour operators.”

Indeed, Alaska flightseeing by helicopter or plane can be expensive as are some of the other premiere excursions available in Alaska. By allowing travelers to book both land and sea excursions in the same place, budgeting and time management of the entire vacation experience will be much easier and more accurate.

Princess also added some new family-friendly tours recently, both from the ships and from their lodges in the wilderness. New from the Wilderness Lodges this year:

Worthington Glacier Hike — Copper River Princess Wilderness Lodge
This tour offers travelers an opportunity to hike on the dramatic Worthington Glacier. Hikers don crampons, metal spikes fastened to the sole of a shoe to provide better traction on ice and snow, and then they’re off on a hike up the glacier to explore the crevasses and sculptured blue ice. Participants will learn the difference between blue and white ice, listen for the creaking sound of calving, and enjoy a lunch break and hot drink. Travelers will also take in the glacier’s intricate ice formations and enjoy expansive views of the Chugach Mountains. Tip: If being on a glacier or flightseeing are one of your goals, book it on multiple days if possible. There is a good chance your tour could get rained out and having a backup can get you there.

Explore Cooper Landing & Gold Panning Adventure — Kenai Princess Wilderness Lodge
Passengers can fully explore the Cooper Landing area, known as “the gem of the Kenai Peninsula,” with this comprehensive tour. Participants will learn about the area’s history and try their own hand at gold panning. Visits include the Cooper Landing Historical Society featuring historic buildings, an actual sled dog kennel housing dogs that run the famous Iditarod race, K’beq Archaeological Site where native people share their culture and traditions, and a local homestead. If the salmon are running in the Kenai River, participants can also watch the action as fishermen “combat fish” trying to land a salmon.

Black Diamond Treasure Hunt — Denali Princess Wilderness Lodge
This family-friendly tour offers a geo-caching adventure through rugged backcountry trails on a zippy ATV. Participants set the pace, fast and furious or leisurely and relaxing, as they follow a list of scavenger hunt-style objectives. Kids of all ages will have a blast as they locate “treasures” that epitomize the Alaskan outdoors. Using the provided GPS, participants can unearth a treasure trove of mineral samples, Athabascan Indian artifacts, gold-rush era cabins, spectacular vistas and wildlife. Eventually, everyone finds the final missing piece of the puzzle: a hearty, mouth-watering meal of salmon, chicken, ribs and potato salad along with complimentary wine and beer.

Some new shore excursions are notable as well.

Potlatch Totem Park, Hatchery, Bird Show & Meal — Ketchikan
This enchanting overview of the sights, sounds and Native culture of Ketchikan offers passengers an intimate look at this part of Alaska. Passengers will enjoy a raptor show at the Deer Mountain Tribal Hatchery & Eagle Center and get a private, up-close showing of two birds of prey. At a visit to Potlatch Park, a recreated 19th-century Native village, travelers can examine beautifully carved totem poles, see how Natives lived in the 1800s, and even check out some antique cars. A delicious gourmet seafood meal rounds out this connoisseur experience.

Gold Panning, Sled Dogs & 40 Degrees Below Zero Experience — Skagway
A journey to the Klondike Gold Fields that offers a fun-filled time of gold panning, a sled dog demonstration and a chilly experience to delight the entire family. This kid-friendly tour offers the opportunity to meet and interact with Iditarod sled dogs and their puppies, and then feel the frosty temperatures of an Iditarod race personally in a cold chamber where temperatures drop to 40 degrees below zero. After this chilling experience, families can warm up with a little gold fever and try their luck at panning for gold.

Not all that long ago, cruise lines were pulling ships from the Alaska market, deploying them to more profitable waters. Alaska is back and booking like crazy right now. Princess Cruises continues to dominate the Alaskan market because they pay strict attention to details. This new tool allowing for a seamless method of booking all elements of the Alaska Experience is just one reason why.


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.


Easy Luggage handling program for cruise passengers

by Chris Owen on

One of the great benefits of a cruise vacation is only having to unpack one time as your floating hotel goes from port to port, a big advantage over land vacations. But the cruise eventually comes to an end and we have to pack up and go hone. A relatively new service makes that whole process much easier.

The normal procedure for luggage handling at the end of a cruise has a lot of steps. Leave it out in the hallway the night before disembarkation, get off the ship in the morning, wade through a sea of luggage with everyone else, claim yours, head to the airport, check your luggage again then claim it one more time at their home airport. That’s just the way it’s been done for years.

The procedure has so many steps that passengers often choose a “self-assist” option where they carry their on luggage on and off the ship, bypassing some of the handling.

But now there is a better way and it gets you airline boarding passes too.

Airportbags.com has a new service that allows guests to skip all that, set their luggage out the night before disembarkation then never touch them again until they get to their home airport. Airportbags.com has partnered with cruise lines, airlines and government security forces to make it all happen and the cost is reasonable.

Onboard Airline Check-In Program from Airports Bags on Vimeo.

You now have the opportunity to complete the airline and luggage check-in process for your flight home before you even step foot off the ship. Simply complete an enrollment form while onboard the ship and return it to a staff member. The night before disembarkation your airline boarding passes and preliminary baggage tags will be delivered to your stateroom along with detailed instructions on how to proceed once departing the ship.

Ricardo Torres of AirportBags told Gadling “This disembarkation option allows you to enjoy your final hours in the port at your leisure. Imagine your options: 1) enjoy the sights of the city or 2) stand in a never-ending line at the airport–the choice is yours with Onboard Airline Check-In. “

I did a version of this coming off a Princess Cruises Alaska Cruisetour last year where we had to go through customs in Vancouver too. In that case we transferred from the ship to the airport on a sealed bus that followed a sealed truck with our luggage in it. Their version is called EasyCheck and it was simply wonderful.

Most major cruise lines have a version of it too. Royal Caribbean and Celebrity Cruises call it the Luggage Valet and Onboard Airline Check in plan. Disney Cruise Line’s version is the Onboard Airline Check-in Service. On Norwegian Cruise Lines it’s simply Bags and Holland America Line calls it Luggage Direct while for Carnival Cruise Lines the program goes under the name of Luggage Express. Prices vary by line but range from free on Disney Cruise Line to $20 on pretty much all the others.

Flickr photo by quinn.anya