Royal Caribbean's unwelcoming policy

[Merion_Mom]

I understand your point, and also your disappointment. I think missing a destination would be worse on a 3 night cruise than on a longer one, but I've only done longer ones so I don't know that firsthand. A small token gift or discount from Royal would have been a nice gesture, even though the cruise contract says ports may be missed and no compensation will be given.

 

We have sailed 3 times with Coco Cay on our itinerary. And yet we have never been there!:( Each time we missed it weather was the problem, and we understood that tendering in would not be safe due to the weather, but we were still disappointed. We've always gotten a refund of port charge/tax when we missed a port, but never any compensation.

 

Missing ports due to weather is a risk we take each time we sail. We've been pretty lucky overall, but 0 for 3 at Coco Cay makes me really want to get there one of these days. So you may need to do what we've been doing...try again!:)

Judy

 

OMG, Judy, you have never been to CocoCay?!?!??! Wow, I hope that you can get there soon. I love it! :)

 

I would also add: If the weather was so bad that the Captain felt that it was not safe to dock at Nassau, then you would NOT have enjoyed any time in that port, Pontus!

 

:eek:

Edited February 18, 2016 by Merion_Mom

[foxgoodrich]

OMG, Judy, you have never been to CocoCay?!?!??! Wow, I hope that you can get there soon. I love it! :)

 

:eek:

 

It's true, Carol! We've been trying for a visit to Coco Cay since 2005.:eek: We are D+ and we've never ever made it. (Buz has decided that WE are the kiss of death...whatever ship we book out of Florida that's going to Coco Cay is destined not to make it because we are unlucky and we are aboard.)

 

Nevertheless, I am determined to keep trying!:D

Judy

[TBone2K]

Just to be clear, I thought that since RCI owns Coco Cay (and Labadee), there are no port taxes. So you wouldn't get any refund as far as taxes go.

 

Back to the OP, I guess it depends on the itinerary, but the times we have skipped Coco Cay, the ship spent spent extra time in Nassau. Understanding that isn't always possible, of course.

[RDC1]

I think you missed the point totally.

 

I believe that you are missing the point.

 

That point being that an occasional missed port is a normal part of cruising. A missed port due to weather conditions is not unusual and in those cases cruise lines will refund port fees, but that is all.

 

You might run into some unusual circumstances where a missed port is due to mechanical or some other problem that might be considered to be under cruise line control and in those cases the cruise line might, note the might, offer some compensation depending upon the severity of the situation. Even there it depends upon how severe the disruption and usually one port is not enough.

 

As far as charging for things on ship that is the norm for main stream cruise lines. The pricing model is fairly low base fares with a substantial part of the revenue for the cruise (up to 40% based upon cruise line financial reports) coming from on board spending.

[LMaxwell]

Just to be clear, I thought that since RCI owns Coco Cay (and Labadee), there are no port taxes. So you wouldn't get any refund as far as taxes go.

 

Back to the OP, I guess it depends on the itinerary, but the times we have skipped Coco Cay, the ship spent spent extra time in Nassau. Understanding that isn't always possible, of course.

RCI owns neither. They have long term leases. Port charges per passenger are still remitted to Bahamas and Haiti respectively.

[jd10367]

Did you need free internet so you could let your friends and family know you were still safe? Or because you couldn't post on CC until after you returned? Sorry after being on THAT cruise all weather related posts don't mean much to me anymore. And, we were one of the few who didn't think it was the cruise from hell!!!!

[Merion_Mom]

Did you need free internet so you could let your friends and family know you were still safe? Or because you couldn't post on CC until after you returned? Sorry after being on THAT cruise all weather related posts don't mean much to me anymore. And, we were one of the few who didn't think it was the cruise from hell!!!!

 

That is because YOU ARE AWESOME!!!!! :)

[RDC1]

Yeah, it's really up to the "ship" what they do in cases like that. We've been on ships twice where they skipped Coco Cay because of wind or the tide. We weren't thrilled, but we knew there's only a reasonable chance we'd get to go there anyway since they seem to skip it often.

 

We had fun having another day at sea, but we were still sad not to have experienced Coco Cay... again.

 

I don't think they make these decisions frivolously. You're right though. Since they save a ton of $$$ by not going to the port (don't have to dock, people spend on board, more people decide to do specialty restaurants, they have extra bingo games and more gambling, etc.) you'd think something like offering free internet for the day would be a really good perk. It wouldn't be so great for someone who already paid for an unlimited package. But, it wouldn't cost them much to offer it.

 

I don't know if I'd consider the lack of this as "unwelcoming" because there wasn't any unfulfilled obligation, but I can certainly see your point that it wouldn't hurt for them to offer some "bones" for people's trouble and to ease the disappointment a bit.

 

Tom

 

Cruise lines lose money when they have to skip a port. When they skip a port they might get some revenue that they might not get for drinks during the day and may some spa appointments. However, when they skip they give up the money they receive for shore excursions. The excursions sales is a very large amount of revenue for the time spent in port, when compared to hourly income from other on board sources.

 

So drink, casino and spa income might be up somewhat during skipped port days it is not enough to make up for for canceled excursion income losses. The one exception might be the private islands, but there the cruise line gets the money for rentals, drinks,etc. so even there I suspect that a cancellation is a money loser.

 

As far as what does giving free internet cost. If you have a 5000 person ship and lets say 30% buy the package for one day then you would have 1500 X $20 or $30,000 lose of revenue, all of which goes directly to the bottom line, since the internet costs to the cruise line are fixed capital costs. Not exactly pocket change as far as revenue goes.

Edited February 18, 2016 by RDC1

[akcruz]

I think all here are getting your point, but just don't agree with you. It seems that cruising may not be the best vacation for you. If you are booking a cruise to go to 1 specific place, you need to be prepared to not make it for whatever reason. The ship is a moving object and things like weather will impact its schedule.

 

If you really want to get to a specific location you are better off booking a trip that goes there. Of course if you need to fly your flight may be cancelled, but that seems less likely overall.

 

You didn't get to use the free internet in Nassau, I have heard of others who have booked wedding and such at a port and were not able to make. In the big picture what you experienced is minor. If it bothers you that much don't book another cruise.

[legaljen1969]

I am sorry you did not enjoy your cruise, Pontus. The cruise lines certainly set their terms of carriage to be in their favor. Yes, they are businesses and entitled to make the most money they can. I don't dispute that fact. They make plenty of money and could probably find some small way of making the passengers feel like they care, at least a little bit.

 

I agree that people can be a little snarky on both sides of the equation. Sometimes passengers are incredibly demanding. Sometimes the crew gets where they have had just about enough and they get a little snippy.

 

I am sure it might have been nice for them to at least acknowledge the disappointment of the passengers in some small way. However, in the business climate of today- it is NOT a consumer's market. There are a few companies that make you feel valued, but most companies have gone the way of "if they don't like it here, they have choices" and they treat you accordingly.

 

The aggravation goes both ways. Passengers expect and demand more and more. They don't "ask" or "request" things- they demand them. If they don't have the glossy color brochure vacation, they get huffy and mad. They tell the crew "I am going to complain about you" and act like jerks. Then what is the crew supposed to do? Try to smile and be decent. At least, for the most part they know the a-hole will be off the ship and the end of the week and some other a-hole will take his/her place.

 

Not saying the OP is an a-hole. But not letting him/her off the hook either.

 

Read your terms and condition. Know where the line is going to short you. If it's something you can live with, go. If not, do something else.

[legaljen1969]

When all is said and done, usually even the worst day cruising is better than a day at work.

[KsucAts]

Cruise lines lose money when they have to skip a port. When they skip a port they might get some revenue that they might not get for drinks during the day and may some spa appointments. However, when they skip they give up the money they receive for shore excursions. The excursions sales is a very large amount of revenue for the time spent in port, when compared to hourly income from other on board sources.

 

So drink, casino and spa income might be up somewhat during skipped port days it is not enough to make up for for canceled excursion income losses. The one exception might be the private islands, but there the cruise line gets the money for rentals, drinks,etc. so even there I suspect that a cancellation is a money loser.

 

As far as what does giving free internet cost. If you have a 5000 person ship and lets say 30% buy the package for one day then you would have 1500 X $20 or $30,000 lose of revenue, all of which goes directly to the bottom line, since the internet costs to the cruise line are fixed capital costs. Not exactly pocket change as far as revenue goes.

 

I was about to post something about missing the income on the shore excursions. They may get some additional drink revenue, but they will also end up giving out more drinks to those on the drink package, so that would be no more revenue & additional expenses for those customers.

[TPCRUISER2]

Many ships missed ports last week due to wind! On of my favorites, Grand Cayman. Cruise was still good. Think we $14 credit.

[OfTheSeasCruiser]

Just to be clear, I thought that since RCI owns Coco Cay (and Labadee), there are no port taxes. So you wouldn't get any refund as far as taxes go.

 

Back to the OP, I guess it depends on the itinerary, but the times we have skipped Coco Cay, the ship spent spent extra time in Nassau. Understanding that isn't always possible, of course.

 

In the OP's case, it was Nassau that Majesty was unable to dock at.

[CruiseNTheWorld91]

On our cruise to Nassau on the Majesty of Seas food and service was good, but the company's unwelcoming policy in an unusual situation was surprising and unpleasant. Due to the hard wind the ship did not visit Nassau at all. The company could have been able to soften the disappointment in many ways, which would have cost practically nothing, but nothing was offered. No compensation was given, not even internet time at a reduced price, not to mention free. (The connection would have been free in Nassau at Starbucks.) When I asked for it, the replay was: "We owe you nothing." Perhaps this is true legally, but it does not tell good about the company's policy and shows its greedy attitude. Charge of the internet connection was $ 20 / day / device. Price is high, like all the other prices onboard: glass of wine $ 10 and bottle of water $ 3. The tendency to charge for everything possible created a very bad atmosphere.

 

Here's my problem with stuff like this. While I understand that you were disappointed you didn't visit Nassau, why did they owe you something? You have a ship full of complimentary activities already to keep you going and if they would have sailed into Nassau into a storm, people would crucify them for going into a dangerous situation and demanded compensation and called the media. If they don't call on the port, you want compensation for something they had no control over. I get what you're saying but this is why they try to sail through storms, because they are danged if they do and danged if they don't.

[yogimax]

In the OP's case, it was Nassau that Majesty was unable to dock at.

 

Hmm... missing Nassau?

 

I wouldn't have minded one bit.

[spookwife]

I think you missed the point totally.

 

 

why are you entitled to ANYTHING above and beyond what the contract states( refunded port charges)?

 

when did we as a society decide to demand that we are entitled to all sorts of extra recompense just because?!

[lattelady]

We missed Grand Cayman last week due to rough seas and my sister, who was planning on using the wifi at a restaurant ashore, was disappointed and wondered the same thing about getting some free wifi. I don't think she asked though.

 

One time when we were delayed embarkation due to fog (Galveston), they did give each passenger a $20 credit to cover lunch in the port.

[ctsharpie05]

On our cruise to Nassau on the Majesty of Seas food and service was good, but the company's unwelcoming policy in an unusual situation was surprising and unpleasant. Due to the hard wind the ship did not visit Nassau at all. The company could have been able to soften the disappointment in many ways, which would have cost practically nothing, but nothing was offered. No compensation was given, not even internet time at a reduced price, not to mention free. (The connection would have been free in Nassau at Starbucks.) When I asked for it, the replay was: "We owe you nothing." Perhaps this is true legally, but it does not tell good about the company's policy and shows its greedy attitude. Charge of the internet connection was $ 20 / day / device. Price is high, like all the other prices onboard: glass of wine $ 10 and bottle of water $ 3. The tendency to charge for everything possible created a very bad atmosphere.

 

Sadly, I have to agree with you and I have not even gone on my first cruise yet! The lack of contact and their smug attitude when a complaint is filed is astounding. I had a simple complaint (No contact from them when the entire Itinerary changed and I was worried I would not be receiving other important documents) and yet no resolution. No apology. Nothing. I ended up calling them because a week went by and they had not responded to my email inquiry. They finally did by sending me a receipt of my cruise. Um, okay, that is not at all what I requested. They are just smug. I come from a customer service background and do as much as possible to help my customers and it saddens me that RCI takes so much money yet cannot offer an explanation why half my cruise was alerted to the change and I was not. Bad business. I am nearly 100% sure I will not be sailing with them again. We will see how the cruise goes.

[davekathy]

why are you entitled to ANYTHING above and beyond what the contract states( refunded port charges)?

 

when did we as a society decide to demand that we are entitled to all sorts of extra recompense just because?!

 

Not all of us. I'm not at all surprised at the growing number lately posting here on CC.

Edited February 18, 2016 by davekathy

[ctsharpie05]

The point that you didn't read the contract prior to sailing regarding missed ports? Or the point that you did not get what you wanted?

 

Perhaps you missed the points directed at your orginal post.

 

You are assuming that he even received a contract? I received NOTHING from RCI....NOTHING. I had to call to even get an invoice.

[NightOne]

On our cruise to Nassau on the Majesty of Seas food and service was good, but the company's unwelcoming policy in an unusual situation was surprising and unpleasant.

 

If you think RCCL was unwelcoming just continue to read the unwelcoming comments you are getting (and will continue to get) from the Royal Cheerleaders here. I suspect that they will succeed in running you away from here like so many others before you. Sad. :(

 

I will thank you though for helping to provide User IDs for my ever growing ignore list.

[foxgoodrich]

You'll get a copy of the cruise ticket contract with the e-docs for your cruise when they are ready, usually a month or so ahead of embarkation. In the meantime, you can also find it on Royal's website:

 

https://secure.royalcaribbean.com/content/en_US/pdf/CTC_Not_For_BR.pdf

 

Here's another link that includes the CLIA passenger bill of rights.

http://www.royalcaribbean.com/customersupport/faq/details.do?pagename=frequently_asked_questions&faqId=1079&faqSubjectId=323

 

Judy

Edited February 18, 2016 by foxgoodrich

[ryano]

You are assuming that he even received a contract? .

 

EVERYONE receives the contract. EVERYONE

[foxgoodrich]

EVERYONE receives the contract. EVERYONE

 

Yeah...they do get it, and it's available on the website, but I think a lot of people don't actually read it.

Judy