Loyalty is a 2-way street, is it?

[pcur]

It's going to be interesting when the cruise industry rolls back online again.  How to attract all those passengers? Lower prices and get volume, or increase prices and get loyalists?

 

I was told by a Loyalty Ambassador on one of RCCL's ship last year that they were meeting in January this year to discuss the C&A program, and make changes during 1Q 2020.  With COVID19  popping up, they might have had the meeting, but I'm sure nothing will change until they start cruising again full time.

 

The problem is they know that all the cruise lines are going to be doing the same thing:  try to attract as many customers as possible.  With all the bad press, I'm thinking the hardest hit by COVID19 media attention, RCC, Princess, and HAL, will be concentrating hard on frequent cruisers and loyalists.  That market is more likely to book cruises than newbies who will be nervous.

 

Just my opinion, but I think the "comeback" and the loyalty programs will be examined at the same time.

[LXA350]

3 hours ago, pcur said:

It's going to be interesting when the cruise industry rolls back online again.  How to attract all those passengers? Lower prices and get volume, or increase prices and get loyalists?

 

I was told by a Loyalty Ambassador on one of RCCL's ship last year that they were meeting in January this year to discuss the C&A program, and make changes during 1Q 2020.  With COVID19  popping up, they might have had the meeting, but I'm sure nothing will change until they start cruising again full time.

 

The problem is they know that all the cruise lines are going to be doing the same thing:  try to attract as many customers as possible.  With all the bad press, I'm thinking the hardest hit by COVID19 media attention, RCC, Princess, and HAL, will be concentrating hard on frequent cruisers and loyalists.  That market is more likely to book cruises than newbies who will be nervous.

 

Just my opinion, but I think the "comeback" and the loyalty programs will be examined at the same time.

 

Once things go back to normal the ones to book and go again on cruises will be the ones that have been on cruises before and the ones who did not cruise will need some time as on on hand the crowds in the 40's or below anyway often still have the idea behind that Cruises is only something for retired people and with the whole COVID story of hearing horror stories of being stuck on a boat where the virus spreads even faster will take again some time to attract people that are new to cruising. Hence, this might see as well a over demand for the short cruise market such as on  Mariner and Navigator for the next 1 - 2 years at least once cruises will comence again as a major point behind bringing top notch products to the short cruise market was to attract people new to cruising like this, especially the younger crowds.

[Milwaukee Eight]

On 3/29/2020 at 10:19 AM, jptoz said:

Loyalty should be on money spent, not days at sea (Cruise fare/Planner purchases) . The person booking the $20000 suite should get more benefits then the Pinnacle/D+/D member booking an inside room. 

I’ve been saying this for some time. It will now even be more important going forward to recover. 

[Milwaukee Eight]

On 3/30/2020 at 4:13 PM, A&L_Ont said:

then they are equal, unless there is a time out function. 

The key here Andrew, as a business, what one spent in the past does nothing for the current bottom line, financially and measurable. 

[Milwaukee Eight]

On 4/2/2020 at 9:17 PM, gerig said:

Well then you should throw in the cost of the beverage package, excursions, casino, shopping to arrive at the true price paid for a cruise.

I personally don’t think this extra spending is the norm for most high level C&A members. It’s just my opinion. 

[Ocean Boy]

2 hours ago, Milwaukee Eight said:

The key here Andrew, as a business, what one spent in the past does nothing for the current bottom line, financially and measurable. 

But in order to get any perks one does need to book a cruise and that does help the current bottom line.

[Milwaukee Eight]

1 hour ago, Ocean Boy said:

But in order to get any perks one does need to book a cruise and that does help the current bottom line.

Absolutely. Everything is OTR to OTR or Month to Month. What one did last OTR, last year, years ago, has nothing to do with current earnings. 

Edited April 6, 2020 by Milwaukee Eight

[ONECRUISER]

7 hours ago, LorraineP said:

They should do away with some of the appetizers.  Most are not good anyway. Maybe put out a few better quality ones or just some nuts in small plastic cups so you can just pick up a cup & enjoy, not having everyone touching serving spoons. At the end of happy hour I see so much waste. 

Changed over the yrs, ships/passenger numbers so high everything pre-made. Last few yrs in Main Dining eating 3 course Soup/Steak/Desert and I'm out the door in 25-35min. Old days was 5 Course Meal taking 2hrs, lucky if made the 10:45 second seating Main Show...followed by the every nite Midnight Buffet(speaking food waste)... Can see Wind Jammer Buffet going to servers only. 30 yrs ago WJ had servers and for Dinner serving at tables off a Menu bring your food, tablecloths, with some Buffet as option...  I'm what my Ex calls Anal, this before Noro/Virus issues. Wipe down Cabin surfaces, Cruise Solo require once day Attendant at most. Always walking around ship wearing Hoodie, never touch door handles, railings, or take Elevators. First in WindJammer when eat there, 1st use Utensils. Still using Napkin, sleeves and foot while touching things & moving chairs in/out. Cant be 100% but do what can....

[davekathy]

8 hours ago, LorraineP said:

They should do away with some of the appetizers.  Most are not good anyway. Maybe put out a few better quality ones or just some nuts in small plastic cups so you can just pick up a cup & enjoy, not having everyone touching serving spoons. At the end of happy hour I see so much waste. 

Disagree. Use a napkin if you don't want to touch the serving utensils. 

[Kbonner]

On 3/29/2020 at 3:52 PM, LXA350 said:

 

You will find such discussions all over again here, but a lot  (not all) of the Pinacles are cruising in inside cabins and are looking at cheapest deals. Many of them (not all) are living in driving distance from a port which makes it even easier to be flexible and cruise last minute. If you talk to staff, ranging from the most senior officers you will not hear them talk greatly about Pinacles. Again, a lot of them, not only cruise on chapest fares but on top of it try to find reasons to complain about something to receive on board credit etc and behave as if they own the ship. I will repeat again, it's not all of them but the majority which also the crew members repeated when talking with them about this subject.

 

Somehow my response got lost , so here it is again for completeness:

 

Do you have any statistics available for your stance? Please share with us how many of the  ?10.000? Pinnacles book inside/outside/balconies/suites.

Also please share your findings how many of the pinnacles complain in comparison to suite guests and all other C&A guests on board or after the cruise. What is your definition of "majority", "a lot" and "not all"?

Are you saying that "talking to staff" (casino staff, stateroom attendant staff, or which kind of staff?) gives you a representative opinion? Did you talk with hundreds of staff on one ship or throughout the fleet or even thousands of the 50.000something staff.

Again any substantial statistics and definitions would help here to take you serious vs suspecting you spreading fake news.

 

17 hours ago, LXA350 said:

 

I don't need statistics, this is not a case study. Here it's about common sense, and observations, something lacking also in Washington and now look you are the country most affected by COVID-19, ok, that statistics from China are probbaly not 100% let's say accurate I'll give you 2nd spot after China.

Concerning your question, the conversations I am having on pretty much all the cruises about this subject are with Staff ranging from HD all the way to the Stateroom Attendant or waiter, of which the higher the rank the more they would openly talk about it and agree and mention the frustrations with the "pins" literally all those clowns wearing them. Again, it's not all, there are enough examples as well as we see below:

 

Are you addressing me? This response is another proof of careless statements, posted and fabricated as needed: I am your neighbor in Europe with the country less affected by the terrible death toll. 

Also, what if I would fabricate and post exactly what you conveyed:

"the conversations I am having on pretty much all the cruises about the suite guest subject are with Staff ranging from HD all the way to the Stateroom Attendant or waiter, of which the higher the rank the more they would openly talk about it and agree and mention the frustrations with the .......

it would not make any stance more plausible.

 

[cgncruiser]

Well stated Kbonner.

I only believe in the statistics that I have falsified myself😁

[LXA350]

On 4/6/2020 at 10:01 AM, Kbonner said:

Somehow my response got lost , so here it is again for completeness:

 

Do you have any statistics available for your stance? Please share with us how many of the  ?10.000? Pinnacles book inside/outside/balconies/suites.

Also please share your findings how many of the pinnacles complain in comparison to suite guests and all other C&A guests on board or after the cruise. What is your definition of "majority", "a lot" and "not all"?

Are you saying that "talking to staff" (casino staff, stateroom attendant staff, or which kind of staff?) gives you a representative opinion? Did you talk with hundreds of staff on one ship or throughout the fleet or even thousands of the 50.000something staff.

Again any substantial statistics and definitions would help here to take you serious vs suspecting you spreading fake news.

 

 

Are you addressing me? This response is another proof of careless statements, posted and fabricated as needed: I am your neighbor in Europe with the country less affected by the terrible death toll. 

Also, what if I would fabricate and post exactly what you conveyed:

"the conversations I am having on pretty much all the cruises about the suite guest subject are with Staff ranging from HD all the way to the Stateroom Attendant or waiter, of which the higher the rank the more they would openly talk about it and agree and mention the frustrations with the .......

it would not make any stance more plausible.

 

 

I did not see that you are from Europe as well. Not sure how often you cruised with RCL as it seems not too often or not all. Over the years i had such conversations with over 100 staff members across the fleet. My intention is not to make a case study here but this subject is brought up again and again on this Forum where you will get simmilar views as to mine.