RCL handling of policy change

[SpringBreakMom]

This thread is about how RCL handled the policy change, not whether or not you agree with it. Please no pro or con smoking comments :)

 

How do you think did on their handling of the policy change on smoking? Personally, I am not happy. We are booked on a two week Med cruise next June. I carefully read their policies before I booked. Had I already booked my airfare or pre-paid my hotel rooms to get a better rate, I could have been out many hundreds of dollars :mad: Booking this far out for a Med cruise is pretty typical from what I have read. Not as many alternative options as there are in US ports either. Travel insurance would not have covered my loss unless I purchased the obscenely high priced "cancel for any reason" policy.

 

IMHO, RCL should have notified all currently booked passengers when they announced this policy. They say it was made in July, but news didn't break until the post on CC in September. Are we supposed to constantly monitor their policies even after booking? To be fair, I am not happy with my TA either for lack of notification. If you go by published percentages, this effects 20% of their passengers, most likely more if only one person in a couple smokes. Certainly enough people to be afforded common courtesy. While they do claim they will have more outdoor areas available, I have yet to see specifics. I have emailed a request for details, we will see what answer, if any, I receive.

 

When changes occur after booking, should RCL (or any cruise line) notify currently booked passengers? This would apply to port changes, etc. Blast emails just can't be that hard for them to do.

[Zigggypup]

They didn't even notify the TA's until Wed or Thursday. My TA forwarded me a copy of their notification letter.

[oneputt18]

I put a comment on Adam Goldstein blog where he announced the smoking policy change. I stated that I could live with the changes but that I was upset with finding out about it on social media, before RC announced it or their employees knew about it.

They deleted my post!

 

Sent from my DROID RAZR using Forums mobile app

[Zigggypup]

Below is a copy of the letter (via email) that my TA rec'd from RCI on Thursday. So the TA's can be only as good as the info provided to them.

Dear valued travel partner,

 

In consideration of ongoing guest feedback and evolving industry standards, Royal Caribbean International is revising its onboard smoking policy, effective for all sailings departing on or after January 1, 2014.

 

All indoor public spaces and private staterooms will be smoke free, with the exception of the Casino, the cigar clubs on Freedom and Voyager Class ships, and one designated smoking venue on ships sailing from Chinese homeports. In the Casino, there will be designated smoking and non-smoking areas.

 

Additionally, smoking will not be permitted on stateroom balconies. Outdoor smoking areas will be designated on the starboard side of all ships. Guests in violation of the stateroom and balcony non-smoking policy may be assessed a stateroom cleaning fee.

 

Indoor smoking areas permit tobacco cigarettes and electronic cigarettes. Cigars and pipe tobacco can be enjoyed in designated outdoor areas, or in the cigar club on the ships that offer this venue.

 

Please consult our Smoking Policy FAQ for more details.

 

Royal Caribbean International is committed to continually enhancing the guest vacation experience. To find smoking venues and areas while onboard, your clients may consult their Cruise Compass, or visit Guest Services, where we will be happy to assist them. Thank you for your assistance in notifying your clients of this updated policy, and as always, for your ongoing support of our brand.

 

 

Sincerely,

Royal Caribbean International

[Paul65]

I think a lot of people have over-reacted to the way it was handled. It was announced by the CEO on his blog, and at least some people have gotten e-mails. The fact that someone on CC found the new policy and scooped them on it a day or so before they publicly announced it is not really that big a deal.

 

Now, I do think it would've been better to make the public announcement first, before uploading the new policy to their website. It wasn't handled as well as it could have been, but not all that poorly.

[Big_G]

This is the second thread I've seen on how they handled it.

 

http://boards.cruisecritic.com/showthread.php?t=1909970

[Zigggypup]

They deleted my post!

 

Sent from my DROID RAZR using Forums mobile app

 

Shocker...........lol

[Lionesss]

I found out here on CC.

Thus, can only say that I visit CC more than I visit RCI web page.............guess I should go there more often. So in a way I have to admit it is my fault:eek: for not reading memo's.

Remember when they changed the double points earned in a suite to benefit those who originally booked and paid for them, and not the lucky ones who were upgraded to one. I cannot remember how I found out about that one.

So I guess I better read up.

Going to the web page now.

 

OOOOOOoops forgot it is a weekend.

I wonder if I can get on:D

or

If it is down once again.

Sea Ya

[Brandonclan]

They did not do so well IMO.

They e-mail me soooo much stuff. I can't believe, I still have not gotten one e-mail about the smoking policy change. Especially since I am booked on a cruise that was booked BEFORE the changes were made.

We will be charged a $250.00 charge from our T/A if we cancel both cabins. We can transfer our res to another line without any penalty if that's what we choose to do. (I know...time to look for another T/A)

IMO, either my t/a, or RCI, should be responsible for any costs any customer might face because of this change.

We were sold a cruise under pretense. (my T/A also has been mislead into misleading it's customers)

They make a lot of money and I do not. There should be a time frame that they are held responsible for costs involving this change.

????

[cruisenfever]

Below is a copy of the letter (via email) that my TA rec'd from RCI on Thursday. So the TA's can be only as good as the info provided to them.

 

Dear valued travel partner,

 

In consideration of ongoing guest feedback and evolving industry standards, Royal Caribbean International is revising its onboard smoking policy, effective for all sailings departing on or after January 1, 2014.

 

All indoor public spaces and private staterooms will be smoke free, with the exception of the Casino, the cigar clubs on Freedom and Voyager Class ships, and one designated smoking venue on ships sailing from Chinese homeports. In the Casino, there will be designated smoking and non-smoking areas.

 

Additionally, smoking will not be permitted on stateroom balconies. Outdoor smoking areas will be designated on the starboard side of all ships. Guests in violation of the stateroom and balcony non-smoking policy may be assessed a stateroom cleaning fee.

 

Indoor smoking areas permit tobacco cigarettes and electronic cigarettes. Cigars and pipe tobacco can be enjoyed in designated outdoor areas, or in the cigar club on the ships that offer this venue.

 

Please consult our Smoking Policy FAQ for more details.

 

Royal Caribbean International is committed to continually enhancing the guest vacation experience. To find smoking venues and areas while onboard, your clients may consult their Cruise Compass, or visit Guest Services, where we will be happy to assist them. Thank you for your assistance in notifying your clients of this updated policy, and as always, for your ongoing support of our brand.

 

 

Sincerely,

Royal Caribbean International

And a good TA would immediately forward that email to all her/his RCI clients like yours did. With that being said.........you were officially informed.:D

[FLACRUISER99]

This thread is about how RCL handled the policy change, not whether or not you agree with it. Please no pro or con smoking comments :)

 

How do you think did on their handling of the policy change on smoking? Personally, I am not happy. We are booked on a two week Med cruise next June. I carefully read their policies before I booked. Had I already booked my airfare or pre-paid my hotel rooms to get a better rate, I could have been out many hundreds of dollars :mad: Booking this far out for a Med cruise is pretty typical from what I have read. Not as many alternative options as there are in US ports either. Travel insurance would not have covered my loss unless I purchased the obscenely high priced "cancel for any reason" policy.

 

IMHO, RCL should have notified all currently booked passengers when they announced this policy. They say it was made in July, but news didn't break until the post on CC in September. Are we supposed to constantly monitor their policies even after booking? To be fair, I am not happy with my TA either for lack of notification. If you go by published percentages, this effects 20% of their passengers, most likely more if only one person in a couple smokes. Certainly enough people to be afforded common courtesy. While they do claim they will have more outdoor areas available, I have yet to see specifics. I have emailed a request for details, we will see what answer, if any, I receive.

 

When changes occur after booking, should RCL (or any cruise line) notify currently booked passengers? This would apply to port changes, etc. Blast emails just can't be that hard for them to do.

See my post on July 18. Only the date was wrong August 1,2013 not Jan 1 2014. Personalty I don't understand the fuss about the change. I don't think they notified anyone about other policy changes like being able to bring wine onboard while boarding or even no smoking in rooms! http://boards.cruisecritic.com/showpost.php?p=39184027&postcount=77

[Zigggypup]

And a good TA would immediately forward that email to all her/his RCI clients like yours did. With that being said.........you were officially informed.:D

 

Actually the chain of events were a little bit different. My TA heard about it from some of her clients before she rec'd the notification from RCI.

 

We were already talking about it on the phone a day before she got the RCI letter. She just forwarded it to me as a laugh.

[setsail]

We were sold a cruise under pretense. (my T/A also has been mislead into misleading it's customers)

 

????

 

Not fare to your TA or rci at all, you booked your cruise back in May, long before the decision was made about the policy:rolleyes:

[cruisenfever]

Actually the chain of events were a little bit different. My TA heard about it from some of her clients before she rec'd the notification from RCI.

 

We were already talking about it on the phone a day before she got the RCI letter. She just forwarded it to me as a laugh.

The bottom line is that she received the "official" notification from RCI and she in turn forwarded a copy to you.

 

I started the initial thread on Wednesday, September 4th and emails went out to TA's on September 6th. I know of several C&A members that received their "official" email from RCI yesterday on the new smoking policy.

[Aquahound]

How do I feel about the way they handled it? I don't care.

 

So it was discovered by social media first. So what? It's a policy change, not a ship disaster, for goodness sake.

 

Personally, I think some who don't like the news are grasping at straws by focusing on the method of delivery.

 

JMHO.

[FLACRUISER99]

From Your cruise contract:

 

8. PASSENGER'S OBLIGATION TO COMPLY WITH AGREEMENT, APPLICABLE LAWS, AND RULES OF CARRIER; QUARANTINE; INDEMNIFICATION:

a) Compliance Obligation Generally. Passenger shall at all times comply with the provisions of this Agreement, all applicable laws, and rules, policies and

regulations of the Carrier, the Vessel and the Transport (as the same may be changed from time to time with or without notice).

 

http://media.royalcaribbean.com/content/en_US/pdf/cruise_ticket_contract_3.28.11.pdf

[setsail]

 

I carefully read their policies before I booked. Had I already booked my airfare or pre-paid my hotel rooms to get a better rate, I could have been out many hundreds of dollars

 

.

 

Since you are not out hundreds I guess this means you have canceled your med cruise then:rolleyes:

 

By the way the flights R/T to the med are very long, have the airlines notified you of their policy. And, I won't even say a thing about a hotel:p

[SpringBreakMom]

I don't think they notified anyone about other policy changes like being able to bring wine onboard while boarding or even no smoking in rooms!

 

Exactly my point! It is our responsibility to read policies before we book. I simply think it is good business practice to notify customers if you make changes AFTER booking. Just because they haven't done it in the past does not automatically make that the best way to handle things.

 

You never know what experiences, ports, items, etc. contribute to someone's enjoyment of a cruise. What is a deal breaker/deal maker for you may mean nothing to someone else, and vice-versa.

 

If you were shopping in a store and picked up an item on the shelf after comparison shopping on-line, and the price had increased by the time you got to the register how would you feel? Do you have the option not to buy it? Absolutely. Might you be irritated after spending your time and gas to get to that particular store only to have them change just before your purchase? Perhaps.

[FLACRUISER99]

How do I feel about the way they handled it? I don't care.

 

So it was discovered by social media first. So what? It's a policy change, not a ship disaster, for goodness sake.

 

Personally, I think some who don't like the news are grasping at straws by focusing on the method of delivery.

 

JMHO.

 

Careful you will be accused of being argumentive also.

 

 

Sent using the Cruise Critic forums app

[SpringBreakMom]

The fact that someone on CC found the new policy and scooped them on it a day or so before they publicly announced it is not really that big a deal.

 

Actually, no.

 

Copied from RCL website "Royal Caribbean updated the smoking policy July 2013 and the above policy is in enforcement on all ships with cruises departing on or after January 1, 2014."

 

As you can see the policy came out in July. It seems the CC post is what prompted RCL to finally make a public announcement.

[SpringBreakMom]

From Your cruise contract:

 

8. PASSENGER'S OBLIGATION TO COMPLY WITH AGREEMENT, APPLICABLE LAWS, AND RULES OF CARRIER; QUARANTINE; INDEMNIFICATION:

a) Compliance Obligation Generally. Passenger shall at all times comply with the provisions of this Agreement, all applicable laws, and rules, policies and

regulations of the Carrier, the Vessel and the Transport (as the same may be changed from time to time with or without notice).

 

 

My question is not whether they could, but whether they should. I am well aware of what the contract says, that is not the issue.

[SpringBreakMom]

Since you are not out hundreds I guess this means you have canceled your med cruise then:rolleyes:

Kind of doesn't make sense as I would only be out $$ if I did book and did cancel.

[NemoCrownie]

How do you think did on their handling of the policy change on smoking? Personally, I am not happy. We are booked on a two week Med cruise next June. I carefully read their policies before I booked.

 

When changes occur after booking, should RCL (or any cruise line) notify currently booked passengers? This would apply to port changes, etc. Blast emails just can't be that hard for them to do.

 

I think it was handled very unprofessionally. The changes should have been announced prior to opening bookings for 2015 and the changes should have gone into effect for each cruise with the new booking date. Not sure if that makes sense. I do believe the smokers booked their cruises based on the policies in effect at the time of booking. It is easy for some to say "cancel your cruise if you don't like it." That is not feasible for those that book airfare 9 months out, since airfare is usually not refundable. Also, I am sure that quite a few passengers book their cruises early to take advantage of pricing and it would cost those passengers quite a bit more to change.

 

In my experience, when the Marriott changed their smoking policy it did not go into effect for anyone that had booked rooms prior to their policy change. That was fair, did not anger their long time customers and gave the customers time to adjust.

 

I think RCCL flubbed their handling of this, big time. I do believe that RCCL has picked up a number of customers from other lines when their smoking policies changed. Now with the same policy, some of these customers will go back to Princess, Celebrity, etc. where they may have liked the product or the demographics better. I also think the age demographics on Holland may go down as some smoking passengers choose them for their current smoking policy.

 

These smoking threads have shown me what a self centered, me-me, society we have all become. There is no tolerance for anyone else's thoughts or feelings if they contradict your own. What if, like some airlines, the cruise industry decides that their pricing for food, fuel, mattresses, etc. is based on an adult weighing less than 250 lbs. so anyone weighing more than that will have to pay a surcharge and the surcharge goes into effect immediately so it has to be paid regardless of when the cruise was booked. Would you think that was fair? I know someone else's weight doesn't effect anyone else's health but the overweight person would feel the same way the smokers are feeling now. No consideration was given to them for booking a cruise based on the policy in effect then.

 

Smoking is an addiction so strong that smokers do make their vacation plans around their habit, believe it or not. So the issue isn't whether or not you support the policy but was the policy change initiated in a fair and above board manner, taking into consideration all of your customers, not just the vocal majority.

[SpringBreakMom]

So the issue isn't whether or not you support the policy but was the policy change initiated in a fair and above board manner, taking into consideration all of your customers, not just the vocal majority.

 

Thank you for a well written, articulate response. I would love to see a response like that from the people who think RCL handled this correctly.

 

I do agree that policy changes should go into effect with new bookings, however they would administer that.

[Langley Cruisers]

Pardon me SpringBreakMom, but it would help so much if you could do a favor and leave the quote intact; I cannot see who you are quoting when you remove the member's screen name. By leaving the quote intact (and I mean leaving the member's handle in the quoted material - you don't have to quote the entire comment), we can click on the little symbol next to their name and be taken right to that person's quote. It just helps put things in perspective, and tells us who you are quoting.

 

Many thanks. :)

.