Bummped from cruise

[critterchick]

Overbooking is not financial greediness, but a good business practice. I know my husband used to work for an airline, and he said on average of 20% of PAX would miss morning flights, and fly standby later in the day. Because of this, the airline would over book morning flights. This actually keeps down costs of the airline, costs that cut into profits and cause the airlines to raise their fares.

 

The same goes for cruiselines, many will book and then at finial payment cancel. Sometimes though not enough cancels. From what I understand, even when a ship is full, the cruiseline only breaks even. They make their profits off what we buy on board.

 

But this was one week from the cruise, not right at final payment - anybody who cancelled at that point would have forfeited their entire cruise fare (unless they'd purchased insurance, of course). And it's an exotic itinerary, so it's not as if they could be booked on the same cruise the next week or month. If the OP had an assigned cabin and was bumped in favor of a guarantee or upgrade, that's even worse.

 

I just do not understand how anyone could defend Princess in this example. Bumping a person seven day before the sail date? If Princess must bump someone, it should be soon after the final payments are paid. Princess had to know that this was an issue for months. Princess should keep increasing the move over options until someone takes it. IMO there is really no good business justification for bumping a passenger with all the tough final payment and cancellation clauses associated with cruises. It is amazing with what they gave the O.P. as compensation that they could have found someone willing to move over to another cruise. It makes me wonder if Princess really tried to get someone to move.

 

Also I cannot imagine how anyone would not be terribly disappointed to be bumped with only seven days notice.

 

I agree. Although Princess made the OP whole financially, they did so without any regard for the trauma that it caused. In her case it was worse than it would have been for most, but I can't fault anybody for being upset at having things turned topsy-turvy one week in advance of the trip.

 

And if the OP re-booked right away only to find that no higher category cabins were available, then shame on Princess for even dangling that carrot - they would have known that there weren't any at the time they made the offer.

 

Princess should know full well from their past sailings which cruises are likely to have cancellations and which are not. Perhaps they should stop allowing guarantee bookings when an entire category is sold out and only allow for waitlisting. Oh, wait, then they wouldn't have full use of a passenger's money up until the time they toss them off the ship, would they?:rolleyes:

[momofmeg]

But this was one week from the cruise, not right at final payment - anybody who cancelled at that point would have forfeited their entire cruise fare (unless they'd purchased insurance, of course). And it's an exotic itinerary, so it's not as if they could be booked on the same cruise the next week or month. If the OP had an assigned cabin and was bumped in favor of a guarantee or upgrade, that's even worse.

 

 

Yes, one week from the cruise is usually when people are bumped- from final payment time and up to that point-the cruiseline is busy assigning out guaranteed cabins. I know my last cruise was sold out 6 weeks before the cruise. I thought this meant we would be assigned our guaranteed cabin with a couple of weeks. But no, they were busy sorting through all the guarantees and deciding where to put whom and apparently this is quite a task. We found out 10 days before time our stateroom. Now 3 weeks before we sailed, one couple was offered an upsell on my roll call, and then about 2 weeks before sailing another couple was offered a discount/money back package to switch to a different cruise because it was overbooked. Actually another person was offered on my roll call, a solo cruiser, but her work schedule would not allow her to change, so only the one couple on my rollcall accepted. So yes, one week before the cruise, this is when they would learn they do not have enough volunteers and have to bump someone.

 

We had only booked this cruise 4 months out-so I halfway expected we would get bumped. I was already looking at alternate cruises we could take that week, for just in case. Since we had booked much later than many, I figured we had a good chance of getting bumped. I guess though they had enough volunteers.

[fann1sh]

If you don't want a rant, please skip this post.

 

RANT BEGINS:

 

I'm amazed at the number of posters here who must be:

 

a) unwilling to read

 

b) unable to read and understand

 

c) dismiss anything they read here that doesn't apply to their own country

 

I'm referring of course to the comments about Princess ought to have sorted things at final payment date, when cancellation penalties would kick in.

 

News flash: :rolleyes: With the exception of U.S. and Canada residents, almost all cruisers elsewhere in the world are in penalty phase the minute they pay their deposit. Yes, really. :eek:

 

That fact was mentioned on this thread, but it seems most everyone (except fellow Australians) ignored it. :mad: Anyone who reads and posts regularly here at CruiseCritic should know this simple fact without having to have it repeated anyway!

 

Business management practices regarding cancellation expectations only apply where there are no penalties for cancellations. Quoting U.S. yield management strategies under the circumstances of this thread only makes the posters involved appear oblivious to the way things work in the rest of the world.

 

Princess AU should have known they were in trouble the minute overbooking hit as much as 1%. Yes, there will always be some last minute cancellations due to illness, family crises, etc. However, there is no surge of cancellations just before final payment date because penalties already apply.

 

Does everyone now have that clear in their heads?

 

END OF RANT

 

I'm so very, very sorry this happened to the OP.

[Galveston Cruiser]

Take chill pill:rolleyes:

[Moeve]

@fann1sh I am not sure if that was a dig at me........:smile: but he problem is the even Princess AU answers to Pricess USA and most decisions are made in the USA and AU is basically left to do as told by "MOMMY"

[1980dory]

If you don't want a rant, please skip this post.

 

RANT BEGINS:

 

I'm amazed at the number of posters here who must be:

 

a) unwilling to read

 

b) unable to read and understand

 

c) dismiss anything they read here that doesn't apply to their own country

 

I'm referring of course to the comments about Princess ought to have sorted things at final payment date, when cancellation penalties would kick in.

 

News flash: :rolleyes: With the exception of U.S. and Canada residents, almost all cruisers elsewhere in the world are in penalty phase the minute they pay their deposit. Yes, really. :eek:

 

That fact was mentioned on this thread, but it seems most everyone (except fellow Australians) ignored it. :mad: Anyone who reads and posts regularly here at CruiseCritic should know this simple fact without having to have it repeated anyway!

 

Business management practices regarding cancellation expectations only apply where there are no penalties for cancellations. Quoting U.S. yield management strategies under the circumstances of this thread only makes the posters involved appear oblivious to the way things work in the rest of the world.

 

Princess AU should have known they were in trouble the minute overbooking hit as much as 1%. Yes, there will always be some last minute cancellations due to illness, family crises, etc. However, there is no surge of cancellations just before final payment date because penalties already apply.

 

Does everyone now have that clear in their heads?

 

END OF RANT

 

I'm so very, very sorry this happened to the OP.

 

You shouldn't be amazed at "a, b, and c". It's much, much easier to draw conclusions on an emotional basis and jump to conclusions with a minimum of information! Just forget the facts and keep it as simple as possible!

i.e.: Princess said they would provide an upgrade, "If available". That phrase alone would negate this whole discussion, but it's much easier to keep throwing gasoline on the fire of anger and injustice!

Anger, logic and reasoning usually do not mix well.

[spongerob]

Anger, logic and reasoning usually do not mix well.

Unless you use alcohol as a solvent. Then the results can be interesting! The only problem is that you can't remember the finely-crafted solutions the next morning.

 

:)

[1980dory]

Unless you use alcohol as a solvent. Then the results can be interesting! The only problem is that you can't remember the finely-crafted solutions the next morning.

 

:)

 

Good answer!

Perhaps I should try that. Then I wouldn't have this great need to get ALL the facts before drawing conclusions.

BTW: How many calories can one burn by jumping to conclusions??? I DO need the exercise!:D

[Jimnbigd]

:confused: I'm still very confused. The only way I can possibly think of being bumped would be if my cabin was not available for some reason, such as a flood or major breakage. Otherwise, the cabin is mine. It is not like a hotel where someone simply refuses to checkout. Every passenger has to get off the ship at debarkation. Period. This includes those on B2B (back-to-back) cruises. There is no such thing as overbooking a cruise like there is on an airplane -- or if there is I sure want to hear from a cruise line CEO why.

[1980dory]

:confused: I'm still very confused. The only way I can possibly think of being bumped would be if my cabin was not available for some reason, such as a flood or major breakage. Otherwise, the cabin is mine. It is not like a hotel where someone simply refuses to checkout. Every passenger has to get off the ship at debarkation. Period. This includes those on B2B (back-to-back) cruises. There is no such thing as overbooking a cruise like there is on an airplane -- or if there is I sure want to hear from a cruise line CEO why.

 

You're right! Once you have paid for your cabin and you have a confirmed reservation, the cabin IS yours!

First of all, cruise lines DO overbook just like airlines. Let's say that a particular cruise has 1000 cabins available. If they sell out all 1000 cabins, there will be a certain percentage who will not show up, cancel at the last minute, etc., let's say 10%. So now it's sail day and the cruise line only has 900 cabins filled with 100 vacant. That's 100 cabins that are not generating any income. So the cruise line says that it knows 10% of the booked cabins will go vacant, so they OVERBOOK an additional 10% or 100 cabins to compensate for the no shows and cancellations. They can now operate at 100% capacity and maximize revenue. Rest assured, the cruise lines know their business and have the percentages pretty well worked out. HOWEVER, sometimes the averages don't work out and now they have more bookings than available cabins.

In those instances, they will offer customers perks to take a later cruise. It works just like the airlines. They will keep upping the ante until they get enough customers to give up their cabins (even though they had a confirmed reservation).

If you take the time to carefully read your cruise line contract you'll see that you give them the power to 'bump' you if necessary. "Necessity" is determined by the cruise line. You relinquish any say in the decision

when you book.

But, cruise lines will NOT 'involuntarily' bump anyone. Why should they? That would destroy their business with many, very unhappy customers.

They just keep sweetening the pot until they get enough happy 'takers' to free up their cabins.

If you have paid for your cabin and have a confirmed reservation you have nothing to worry about. You will NEVER be forced to give up your cabin involuntarily! You might be offered a 'deal' to take a different cruise. But you will always have the final say as to whether you accept or not.

Hope this helps. Happy cruising!:)

[Jimnbigd]

So are you more likely to be bumped (or ask to be bumped) if you have a generic cabin category instead of a specific cabin number?

[Bulldoglady]

The reason this link started was because i was bumped from my cruise with NO choice of my own 7 days before we were to sail .We had fully paid 3months in advance.

So i am sorry but Princess Line does bump without their consent.

[CALMOM]

Overbooking is not financial greediness, but a good business practice. I know my husband used to work for an airline, and he said on average of 20% of PAX would miss morning flights, and fly standby later in the day. Because of this, the airline would over book morning flights. This actually keeps down costs of the airline, costs that cut into profits and cause the airlines to raise their fares.

 

The same goes for cruiselines, many will book and then at finial payment cancel. Sometimes though not enough cancels. From what I understand, even when a ship is full, the cruiseline only breaks even. They make their profits off what we buy on board.

 

Well, I have always thought airlines were greedy, no argument there. I don't believe it is good business practice to take someone good hard earned money and collect interest and then say no, maybe next time. It is not always about money, it is about the emotional let down. Who cares if no one shows up for the cruise or a flight. If they have paid for it, then it still belongs to them, considering they get no refund for a no show. I think the cruise lines makes plenty of money, the money that make from alcohol and the little but from casinos won't even cover the fuel cost. Just my opinion, though.

[CALMOM]

The reason this link started was because i was bumped from my cruise with NO choice of my own 7 days before we were to sail .We had fully paid 3months in advance.

So i am sorry but Princess Line does bump without their consent.

 

You are absolutely correct to feel the way you do. Stand firm, you are in the right. Corporate America can be hard to fight but occasionally you can win. I am behind you 100%.

[smeyer418]

It relatively rare that someone actually gets bumped on a cruise ship. It happens now and then. What normally happens is that when a cruise line realizes close to the cruise that they are overbooked, they start calling and making offers to people to change to another sailing. 99% of the time they get enough acceptances to avoid actually imvoluntarily bumping some one BUT if they don't they will bump. Normally they pick someone who lives close to the cruise port with no air involved. Its a terrible practice and I think they should increase the offer so they won't have to use the involuntary method...

 

Overbooking is done because there is normally a fairly high cancel rate just before final payment. After that they normally allow a small amount of over booking to allow for expected last minute cancellations. Given they are in the penalty period where they either have collected in full or provided insurance, I don't think they should be allowed to continue the practice.

[fann1sh]

SMeyer418, I find your post above, and that of 1980 dory, offensive, even though I'm sure neither of you meant it that way.

 

Your comments on how U.S. based bookings are managed have no relevance on this thread, where the OP is Australian. There is no surge of cancellations for non-U.S. cruisers before final payment because Australian deposits are not refundable.

 

I posted about this earlier.

 

I feel very, very sorry for Bulldoglady - not just because of what happened to her, but because so many have compounded the pain by their postings.

 

How would YOU feel if you posted....for example....that you'd lost all your money due to a travel agency bankruptcy. Then, U.K. posters repeatedly said, "That can't happen. There's national insurance that covers defaulting travel agencies."

 

Exactly.

 

I'm out of here. I regret I find most of the people who've posted on this thread a bit thick headed.

[smeyer418]

SMeyer418, I find your post above, and that of 1980 dory, offensive, even though I'm sure neither of you meant it that way.

 

Your comments on how U.S. based bookings are managed have no relevance on this thread, where the OP is Australian. There is no surge of cancellations for non-U.S. cruisers before final payment because Australian deposits are not refundable.

 

I posted about this earlier.

 

I feel very, very sorry for Bulldoglady - not just because of what happened to her, but because so many have compounded the pain by their postings.

 

How would YOU feel if you posted....for example....that you'd lost all your money due to a travel agency bankruptcy. Then, U.K. posters repeatedly said, "That can't happen. There's national insurance that covers defaulting travel agencies."

 

Exactly.

 

I'm out of here. I regret I find most of the people who've posted on this thread a bit thick headed.

 

"Given they are in the penalty period where they either have collected in full or provided insurance, I don't think they should be allowed to continue the practice."

 

if you are offended by my post its surely in your mind not my posting....

bye bye....

 

let me add something else. Very few cruises actually travel full full. While most cruises travel more than 100% full, this is based on lower two count- two in the room. Most cruises aren't full until they reach 120-130% of lower two(that is for 3-4 or more in some of the rooms). Very few cruises are full full but it happens. Its terrible when someone is picked involuntarily. It happens rarely. But it does happen. The result should at least be a free cruise. Is that sympathetic enough?

[njhorseman]

"Given they are in the penalty period where they either have collected in full or provided insurance, I don't think they should be allowed to continue the practice."

 

if you are offended by my post its surely in your mind not my posting....

bye bye....

 

let me add something else. Very few cruises actually travel full full. While most cruises travel more than 100% full, this is based on lower two count- two in the room. Most cruises aren't full until they reach 120-130% of lower two(that is for 3-4 or more in some of the rooms). Very few cruises are full full but it happens. Its terrible when someone is picked involuntarily. It happens rarely. But it does happen. The result should at least be a free cruise. Is that sympathetic enough?

 

 

Not to mention that you also said:"Its a terrible practice and I think they should increase the offer so they won't have to use the involuntary method."

How anyone could consider that offensive or insensitive to the plight of someone who gets caught in this type of debacle is beyond me.

[PictureMom]

I was shocked by the insensitivity of some of the people that posted on this thread. Whether intentional or not...some people are just down right rude. I am looking so forward to my trip coming in in April. I can't imagine if that was taken away from me. What does having positive attitude have to do with any of this? The OP had a wonderful vacation planned and that was taken away. I feel really bad for them

 

The OP asked for suggestions for help...not grief and rudeness. I mean why would people want to make it worse for this person rather than try to sympathize and be helpful?

 

Didn't your mother ever teach you..."if you don't have something nice to say, then don't say anything.

[knittinggirl]

The cruise line said later they bumped the "locals" because they would be the ones least impacted. Their reason was that the "locals" didn't have airline flights and hotel expenses. So yes people do get bumped.

 

Wonder what they call a "local." If we got bumped after driving 550 miles, we wouldn't be too happy.

 

 

At this point I would keep my TA working toward getting that upgrade but if that did fail we'd accept that based upon the wording of the offer made to us by the cruiseline and look forward to enjoying our cruise. Good Luck!:)

 

 

Yes! Make that TA earn their commission!

 

So are you more likely to be bumped (or ask to be bumped) if you have a generic cabin category instead of a specific cabin number?

 

I wondered this too. Did the OP have a specific room number or a category?

 

I'm asking this to see if most that get bumped are those that booked with a room guarantee. We've been on seven cruises, and all of them were booked with a specific stateroom.

[knittinggirl]

We've always felt really stupid booking airfare through the cruise line, but after reading an article about a man who missed his honeymoon cruise because he'd booked his own air, and the airline delayed the flight to the morning after cruise departure.

 

Wonder what the cruise line takes into consideration when it comes to who to bump. Nevertheless, they should give customers value well in excess of what they originally booked.

[1980dory]

I stand corrected on my comment concerning 'forced bumping'. I was not aware that 'forced bumping' was ever used.

If it happened to me, I would be very angry and upset. I would probably do what I could to make others aware of my experience and I would probably refuse to book with that cruise line again. I might even work to get legislation introduced to prohibit the practice.

Beyond that, I would work at getting rid of my anger as quickly as possible because anger is a destructive emotion that is not only damaging to others but also to me. I would also try to forgive those who 'trespassed against me' as quickly as I would hope to be forgiven for my ' trespasses against others'.

I would pray the serenity prayer and try my best to put it into practice.

Being at peace with oneself and others is certainly underrated!:)

[grand isle joe]

 

Wonder what the cruise line takes into consideration when it comes to who to bump. Nevertheless, they should give customers value well in excess of what they originally booked.

 

Don't hold your breath. It's business and from someone who got shafted by a royal cruise line they offer you crap for compensation.The offer was going to cost me $200.00 more to book a lesser cat. cabin on another cruise in the same region. After you read all the loyal customers that are willing to take whatever crap the cruise line gives out you come to realize how and why the lines act the way they do.:eek: 1980 is correct.

[quincytoo]

"Given they are in the penalty period where they either have collected in full or provided insurance, I don't think they should be allowed to continue the practice."

 

if you are offended by my post its surely in your mind not my posting....

bye bye....

 

let me add something else. Very few cruises actually travel full full. While most cruises travel more than 100% full, this is based on lower two count- two in the room. Most cruises aren't full until they reach 120-130% of lower two(that is for 3-4 or more in some of the rooms). Very few cruises are full full but it happens. Its terrible when someone is picked involuntarily. It happens rarely. But it does happen. The result should at least be a free cruise. Is that sympathetic enough?

 

I feel badly for the OP but I didn't think you or Dory said anything offensive....

 

I always get everything in writing, get names, dates, times you spoke to so and so...

[knittinggirl]

Don't hold your breath. It's business and from someone who got shafted by a royal cruise line they offer you crap for compensation.The offer was going to cost me $200.00 more to book a lesser cat. cabin on another cruise in the same region. After you read all the loyal customers that are willing to take whatever crap the cruise line gives out you come to realize how and why the lines act the way they do.:eek: 1980 is correct.

 

Were you on the 13 Dec 09 Voyager Cruise? We were tied to the dock for 36 hours, and they made a one time only offer of future cruise credit. We're so glad we didn't take the offer. First, we were in "use it or use it mode" with vacation. And secondly, the announcement was way too general. The only thing we thought we could go by was the letter and it didn't tell us enough. And while we got some extra desserts each night, they did nothing else to thank the remaining members for their loyalty. 811 fewer cruisers made a much better atmosphere, because it was so much less crowded. They really pack the cruisers in.