New Atlas Ocean Voyages info

[sand2sea01]

8 hours ago, AOV Alberto said:

Hi everyone. Alberto here.

 

 

 

I am on board World Navigator right now and am acutely aware of these issues.  These topics are significant and a high priority for us. 

 

 

I regret there has been a miscommunication about our laundry service from our web and marketing team. We mistakenly communicated an element planned for World Traveller, our second ship currently under construction. Although not announced yet, we will offer a complimentary guest launderette on that ship. Regrettably our promotions team inserted that new amenity into our current ship, World Navigator. That insertion has misled readers to infer all laundry was complimentary, while we had only meant to convey that the launderette would allow guests a chance to do laundry at no charge. As many have seen, the travel documents we issue to guests do not include this incorrect information.

 

 

 

Regarding internet, please bear with us as we continue to adjust our communications systems, including our Wifi. During our positioning voyage to Athens, we finally stress-tested the system with a high volume of users and discovered a technical issue with the newly installed system. As such, we had to fall back on limiting Internet access while we correct the issue. We continue to look forward to offering our guests a complimentary WiFi service that will meet their basic internet needs. However, we have always stressed that our included internet would offer basic capabilities, while guests would have an opportunity to upgrade to a higher-capacity transfer rate for an additional fee.

 

 

 

We sincerely appreciate everyone giving us an opportunity to serve you and I apologize for any confusion and inconveniences. Please know that our onboard team is working hard to align our experience with our product definition, and we are looking forward to delivering a more encompassing, high standard of service.  We are confident that these elements of the guest experience will very soon equal the otherwise high-quality shipboard experienced everyone on board is already enjoying on our wonderful new ship. 

 

I certainly appreciate that Mr. Aliberti, President of Atlas Ocean Voyages, is sailing on the World Navigator and that he is following the Cruise Critic postings.  I found his response to the Internet and laundry issues disappointing.  As President of AOV, I believe Mr. Aliberti is in a position to mandate an immediate resolution.  In the grand scheme of things, these might seem like minor issues.  However, for many months now, both in writing and verbal conversations with Atlas Voyage Specialists,

I have been assured that these (and other benefits) applied to my booking.  Based on these representations our booking was confirmed and final payment made.

 

A more reasoned response from Mr. Aliberti might have been to acknowledge a “disconnect” between Marketing and the Executive Team; to apologize for any inconvenience to passengers already on board and those future passengers who are fully booked; and, offer all World Navigator passengers who were fully booked (final payment) prior to August 6,2021 full “standard Internet” for their entire voyage and one bag of complementary laundry per passenger for every seven days.   And, Atlas should immediately notify others booked on World Navigator future cruises of the new benefit description.

 

Such a response would go a long way to support a truly luxury or “Luxe” brand.

[lbkjj]

On 8/6/2021 at 2:03 PM, joyce Ottawa said:

So I talked with someone from head office who is on the ship.  He has been following our comment thread. I identified myself and said I might be causing him some trouble!  He has talked with his bosses at head office and they are fully informed that expectations are not being met. I made that point that I usually find high end cruise lines over achieve, and that I thought they would be very particular about keeping their new clientele happy and wanting to sign up for future cruises… so who knows what will happen next.  

Joyce,

Thanks for the first hand reporting. I am curious about the " included tours". Are there several tours included in each port or just one? I am now sceptical after the laundry and internet fiascos.

[Sami2]

Laundry:  President Aliberti wrote Aug. 7th, about LAUNDRY: That insertion has misled readers to infer all laundry was complimentary, while we had only meant to convey that the launderette would allow guests a chance to do laundry at no charge.  With this comment he probably meant on their next ship as now we know there is no launderette on World Navigator.

 

For his ship World Navigator, what he does NOT admit is it appears his trained Atlas Voyage Specialists when "readers" who are his potential "customer-clients" asked for months on end about laundry, the AV Specialist verified laundry services were included in the price. And the answer was always in no uncertain terms YES, free laundry!  As stated in written documents as we all know, it was clear to us.  Of course, Mr. Aliberti should change the dialogue of his sales agents and change the wording for future bookings.  BUT, we depended on written words and verbal assurances of AV specialists and after doing our due diligence booked these cruises and paid our full fare, expecting free laundry services. 

 

The goodwill of AOV is at stake.  It is good business to do what was advertised and stated and paid for even if it was incorrect information.  Sure it will cost AVO some money but in the long run, everyone will no doubt be pleased the right decision was made.  AVO will continue to build a loyal client base.

[jgnyc]

I've been following this thread for a while now. Thanks for the great info, everyone. I put down a deposit for a June cruise and will certainly consider how the current issues are resolved before committing any additional money. While I'm willing to pay upwards of $13k for my cruise, I absolutely expect unlimited internet (not necessarily streaming) and access to laundry. I'm really intrigued by Atlas and hope that they do the right thing for their customers. 

 

For anybody who's on a cruise now or soon, I'd love to see some more info about dining options. Maybe pics of the menus? That said, I understand that wifi may make it difficult to upload photos during the cruise.

 

Thanks!

[amunhbuu]

10 hours ago, AOV Alberto said:

Hi everyone. Alberto here.

 

 

 

I am on board World Navigator right now and am acutely aware of these issues.  These topics are significant and a high priority for us. 

 

 

I regret there has been a miscommunication about our laundry service from our web and marketing team. We mistakenly communicated an element planned for World Traveller, our second ship currently under construction. Although not announced yet, we will offer a complimentary guest launderette on that ship. Regrettably our promotions team inserted that new amenity into our current ship, World Navigator. That insertion has misled readers to infer all laundry was complimentary, while we had only meant to convey that the launderette would allow guests a chance to do laundry at no charge. As many have seen, the travel documents we issue to guests do not include this incorrect information.

 

 

 

Regarding internet, please bear with us as we continue to adjust our communications systems, including our Wifi. During our positioning voyage to Athens, we finally stress-tested the system with a high volume of users and discovered a technical issue with the newly installed system. As such, we had to fall back on limiting Internet access while we correct the issue. We continue to look forward to offering our guests a complimentary WiFi service that will meet their basic internet needs. However, we have always stressed that our included internet would offer basic capabilities, while guests would have an opportunity to upgrade to a higher-capacity transfer rate for an additional fee.

 

 

 

We sincerely appreciate everyone giving us an opportunity to serve you and I apologize for any confusion and inconveniences. Please know that our onboard team is working hard to align our experience with our product definition, and we are looking forward to delivering a more encompassing, high standard of service.  We are confident that these elements of the guest experience will very soon equal the otherwise high-quality shipboard experienced everyone on board is already enjoying on our wonderful new ship. 

 

 

First, thank you for coming here to address the issues.

 

Unfortunately, in my humble opinion this is a poor response.  Not only did your website state that laundry services were included, but your sales team pushed that message to multiple people including myself.  So this is not just as simple as blaming the intern for a website issue.  This was a message your company endorsed. This is like starting up a brand new restaurant with celebrity chefs and experienced restaurateurs and not having utensils.  And then blaming the $5/hour server and telling the customer to eat with their fingers.

 

Ultimately, from my perspective, the laundry isn't a huge deal. But it is a breach of trust.  Now I am wondering what other promises I was made that will be broken.  Will we really have a charted flight for our Antarctica cruise or will that be another marketing mistake?

 

As I mentioned earlier in this thread, I have been trying to be patient given all of the circumstances. But this situation was in your control.  This is a self inflicted issue.  I understand today's world a complex beast.  And I realize these are first world problems we are talking about. 

 

You had a whole group of people here who took a chance on an unknown product solely on the word of your staff and your marketing team.   And we were lined up to sing the praises of the product.  There was a lot of excitement around. I have tried to get others to join us on our cruises.  You have seen others have said similar things.  At this point, I regret any of the promotion I have done of the product.  And you might lean on whatever positive press you are getting from those who have had their vacations comped and are currently blogging.  But future paying customers are going to see these conversations.  What could have been a positive moment for you and your company has turned into a negative one.

 

I am sure as a U.S. Naval Academy and a former U.S. Marine Corps Infantry Officer you were taught about accountability of leadership.  To quote another naval officer, "“It’s not what you preach, it’s what you tolerate”. Given complaints about on shore and now off shore operations, I ask what is it that you are preaching and tolerating?

 

 

 

[joyce Ottawa]

I have to say that unfortunately I think the president’s response was inadequate. 
 

It seems inconceivable that on the maiden voyage of this ship, that the company would not take responsibility for its’ mistakes. They  should want to make this the best experience possible  in order to generate the best possible word of mouth recommendations.  With over half the guests on board being travel partners why are these issues are being allowed to drag on and become amplified? 

 

I am not a travel partner, just a paying guest who put my trust in what was advertised and in print. I have made friends with a number of travel partners on this cruise, who have expressed their dismay at the responses to these issues and are not sure they want to recommend AOV to their clients if they can’t trust the company to deliver on their promises.

 

Over promising and under delivering is not what a new cruise line wants to be known for.  

A free bag of laundry and actual free internet for the duration of the cruise would seem to be easy solutions to what must be becoming a public relations fiasco. 

I must add that when people asked me to give an account of what the cruise was like on a day to day basis I never expected to have these issues create so much discussion, and subsequently use up so much of my data, lol!

[jwsfun]

1 minute ago, joyce Ottawa said:

I have to say that unfortunately I think the president’s response was inadequate. 
 

It seems inconceivable that on the maiden voyage of this ship, that the company would not take responsibility for its’ mistakes. They  should want to make this the best experience possible  in order to generate the best possible word of mouth recommendations.  With over half the guests on board being travel partners why are these issues are being allowed to drag on and become amplified? 

 

I am not a travel partner, just a paying guest who put my trust in what was advertised and in print. I have made friends with a number of travel partners on this cruise, who have expressed their dismay at the responses to these issues and are not sure they want to recommend AOV to their clients if they can’t trust the company to deliver on their promises.

 

Over promising and under delivering is not what a new cruise line wants to be known for.  

A free bag of laundry and actual free internet for the duration of the cruise would seem to be easy solutions to what must be becoming a public relations fiasco. 

I must add that when people asked me to give an account of what the cruise was like on a day to day basis I never expected to have these issues create so much discussion, and subsequently use up so much of my data, lol!

Joyce, Can I set up a “Go Fund me” to help offset your internet charges?  You have been awesome ! Keep those photos coming!

[mringenoldus]

13 hours ago, AOV Alberto said:

Hi everyone. Alberto here.

 

 

 

I am on board World Navigator right now and am acutely aware of these issues.  These topics are significant and a high priority for us. 

 

 

I regret there has been a miscommunication about our laundry service from our web and marketing team. We mistakenly communicated an element planned for World Traveller, our second ship currently under construction. Although not announced yet, we will offer a complimentary guest launderette on that ship. Regrettably our promotions team inserted that new amenity into our current ship, World Navigator. That insertion has misled readers to infer all laundry was complimentary, while we had only meant to convey that the launderette would allow guests a chance to do laundry at no charge. As many have seen, the travel documents we issue to guests do not include this incorrect information.

 

 

 

Regarding internet, please bear with us as we continue to adjust our communications systems, including our Wifi. During our positioning voyage to Athens, we finally stress-tested the system with a high volume of users and discovered a technical issue with the newly installed system. As such, we had to fall back on limiting Internet access while we correct the issue. We continue to look forward to offering our guests a complimentary WiFi service that will meet their basic internet needs. However, we have always stressed that our included internet would offer basic capabilities, while guests would have an opportunity to upgrade to a higher-capacity transfer rate for an additional fee.

 

 

 

We sincerely appreciate everyone giving us an opportunity to serve you and I apologize for any confusion and inconveniences. Please know that our onboard team is working hard to align our experience with our product definition, and we are looking forward to delivering a more encompassing, high standard of service.  We are confident that these elements of the guest experience will very soon equal the otherwise high-quality shipboard experienced everyone on board is already enjoying on our wonderful new ship. 

 

Good afternoon, Sir

I would suggest that Atlas provide a more proactive response to the laundry/WiFi mishap that would engender a sense of goodwill among your current passengers and any future passengers that booked while the website promoted the inclusion of free laundry and WiFi. In a more forward view, there are many future passengers who are following this information and questioning the honest business practices having booked a previously unknown product at significant expense. The cost/benefit of living up to the cruise line's advertising is quite small to reverse the current narrative. Thank you for your attention.

[andiamo76]

Dear Mr. Aliberti,

 

I have read your recent post regarding the laundry service and Wi-fi issues that have become a source of irritation to some of your current passengers as well as others of us who will be boarding the World Navigator in the weeks and months ahead.  I have also read the responses to your post by other members of the Cruise Critic community and agree with most of their comments. 

 

At this point, explaining the cause of the miscommunication regarding laundry and Wi-fi services is not your biggest problem.  Your challenge is to take immediate steps to control the damage the miscommunications and misrepresentations are causing your new brand.  Telling your customers that their travel documents do not include the erroneous promises and representations made by your sales team and previously presented on your website, in my opinion, makes matters worse.  You seem to imply that it’s acceptable to make false promises in your marketing materials as long as the final travel documents reflect reality.  I think most of your customers, potential customers and the Cruise Critic community would disagree.

 

You have an opportunity to lead Atlas Ocean Voyages out of this brand damaging fiasco by taking immediate action to address the problem.  Regarding laundry services, offer to provide a reasonable amount of laundry services free of charge to those currently on board and to future customers who are within the cancellation penalty period, or give them the opportunity to cancel their cruises without penalty.  Contact others who have booked future cruises based on the erroneous representations and inform them of what amenities are actually provided to give them a chance to re-evaluate the value proposition of their future Atlas cruise and to cancel without penalty if they so choose.  As to Wi-fi, the basic internet service should be offered free of charge without time limitations.  It may be slow, but that is much better than being charged for a service that was represented to be included in the cruise fare.

 

You still have time to fix this, but time is running out.  I urge you to seize the opportunity.

[joyce Ottawa]

7 hours ago, jwsfun said:

Joyce, Can I set up a “Go Fund me” to help offset your internet charges?  You have been awesome ! Keep those photos coming!

Haha! Thanks for the thought and I will definitely post more photos.  Here are some from our stop in Mykonos. 

[joyce Ottawa]

4 hours ago, joyce Ottawa said:

Haha! Thanks for the thought and I will definitely post more photos.  Here are some from our stop in Mykonos. 

 

[joyce Ottawa]

On the subject of room service, people in suites only ,may order room service if the Porto restaurant is open. 24 hour room service for everyone else is limited to what is available from Paula’s Pantry, which has sandwiches, donuts and specialty coffees etc.  

As for the main dining room, Porto, I finally remembered to take a photo of the menu for tonight which I have attached, as well as photos of the dining room, with an unused buffet due to Covid, and Paula’s Pantry. 

[jgnyc]

That menu sounds divine! Thanks so much for this extra info!

 

[kml246]

7 hours ago, joyce Ottawa said:

 

Great composition! 

[Cybele 727]

 

IN-ROOM DININGIN-ROOM DINING
Room service is tavailable complimentary for all accommodations, with a choice in items. Feel free to take breakfast, lunch, or dinner from the comfort of your stateroom or suite. You can even dine on your private balcony for a delicious mewith exquisite views.

Room service is available complimentary for all accommodations, offering breakfast and an all-day dining menu at other times.

IN-ROOM DINING

Room service is available complimentary for all accommodations, offering breakfast and an all-day dining menu at other times.

room dinning is available  DINING

Room

IN-ROOM DINING

Room service is available complimentary for all accommodations, offering breakfast and an all-day dining menu at other times.llllll

2 hours ago, joyce Ottawa said:

On the subject of room service, people in suites only ,may order room service if the Porto restaurant is open. 24 hour room service for everyone else is limited to what is available from Paula’s Pantry, which has sandwiches, donuts and specialty coffees etc.  service Isi

IN-

 Ffffff DININGIn

Room service is available complimentary for all accommodations, offering breakfast and an all-day dining menu at

times.

IN-ROOM DINING

Room service is complimentaryyyyy for all accommodations, offering breakfast and an all-day dining menu at other times.

available complimentary for all accommodations, offering breakfast and an all-day dining menu at other

IN-ROOM DINING

Room service is available complimentary for all accommodations, offering breakfast and an all-day dining menu at other times.

[Cybele 727]

IN-ROOM DINING
Room service is available complimentary for all accommodations, with a choice in items. Feel free to take breakfast, lunch, or dinner from the comfort of your stateroom or suite. You can even dine on your private balcony for a delicious meal with exquisite views.
also:

In-Room Dining

Room service is available complementary for all accommodations, offering breakfast and an all-day menu at other times.

 

    …… hi, I would like to get dinner in my room.

…… let me see,  we have decaf or regular. Also there is one jelly filled doughnut and a couple with chocolate sprinkles. What would you like?

[joyce Ottawa]

6 minutes ago, Zeborah said:

IN-ROOM DINING
Room service is available complimentary for all accommodations, with a choice in items. Feel free to take breakfast, lunch, or dinner from the comfort of your stateroom or suite. You can even dine on your private balcony for a delicious meal with exquisite views.
also:

In-Room Dining

Room service is available complementary for all accommodations, offering breakfast and an all-day menu at other times.

 

    …… hi, I would like to get dinner in my room.

…… let me see,  we have decaf or regular. Also there is one jelly filled doughnut and a couple with chocolate sprinkles. What would you like?

Thanks for the laugh!  Again a disconnect between what is promised and what is available. Sigh. 

[saddledowndani]

Wow, I did understand the room service menu would be limited but I didn’t realize how limited. Not a huge deal but unclear in their materials. Also knowing the difference between what’s available to suites and staterooms might have influenced me to choose a suite so their loss I guess. 

[amunhbuu]

 

So basically, I can get a sandwich in my cabin.  Would love to see a menu or the selection at Paula's Pantry if you have time.  But don't put yourself out.  Appreciate all of the info you have provided so far!

 

When I think of all inclusive luxury cruises, RSSC is the first thing that pops into mind.  This is slightly different from what RSSC offers: https://www.rssc.com/experience/cuisine/room-service

 

 

[andiamo76]

RSSC is just one of many that honestly offer far more than Atlas claimed they would.  Meanwhile the silence is deafening and speaks volumes.  So sad.   

 

Saddledowndani be thankful you didn't waste any more money than you did.  

 

Great pictures Joyce!  I am into doors also.  

[v4e]

I was about to book an Antarctica trip on Atlas.  After reading these messages I will not.   My travel agent was shocked and will now be steering customers to other ships.  Hopefully AOC will get its act together.  I am moving over to Aurora Expeditions.  

 

BTW the answer about internet service is crap.  I work in the sat industry.  I see the two tracking antennas on the ship.  They track two LEO satellites.   Service is provided by either Telesat or Viasat.   They can provide gigs of bandwidth.  Maybe there system is broken.  Either way this is not  the experience you want on a new ship.

[joyce Ottawa]

Here is what is on the tv in our room tonight with regards to room service and the menu for Paula’s Pantry. 

[keokukjoe]

19 minutes ago, joyce Ottawa said:

Here is what is on the tv in our room tonight with regards to room service and the menu for Paula’s Pantry. 

Looks like it was blank!

[keokukjoe]

On 8/7/2021 at 4:51 AM, AOV Alberto said:

Hi everyone. Alberto here.

 

 

 

I am on board World Navigator right now and am acutely aware of these issues.  These topics are significant and a high priority for us. 

 

 

I regret there has been a miscommunication about our laundry service from our web and marketing team. We mistakenly communicated an element planned for World Traveller, our second ship currently under construction. Although not announced yet, we will offer a complimentary guest launderette on that ship. Regrettably our promotions team inserted that new amenity into our current ship, World Navigator. That insertion has misled readers to infer all laundry was complimentary, while we had only meant to convey that the launderette would allow guests a chance to do laundry at no charge. As many have seen, the travel documents we issue to guests do not include this incorrect information.

 

 

 

Regarding internet, please bear with us as we continue to adjust our communications systems, including our Wifi. During our positioning voyage to Athens, we finally stress-tested the system with a high volume of users and discovered a technical issue with the newly installed system. As such, we had to fall back on limiting Internet access while we correct the issue. We continue to look forward to offering our guests a complimentary WiFi service that will meet their basic internet needs. However, we have always stressed that our included internet would offer basic capabilities, while guests would have an opportunity to upgrade to a higher-capacity transfer rate for an additional fee.

 

 

 

We sincerely appreciate everyone giving us an opportunity to serve you and I apologize for any confusion and inconveniences. Please know that our onboard team is working hard to align our experience with our product definition, and we are looking forward to delivering a more encompassing, high standard of service.  We are confident that these elements of the guest experience will very soon equal the otherwise high-quality shipboard experienced everyone on board is already enjoying on our wonderful new ship. 

 

Dear Mr. Aliberti:

Could you please address the comments made by a passenger on your first voyage concerning room service or more appropriately the lack thereof?  This is in addition to the laundry and WiFi issues which you have not addressed.

 

Per the AOV website under Experiences On Board, pull up the digital brochure concerning the Dining Program. 

https://atlasoceanvoyages.com/wp-content/uploads/2021/07/AOV_WNAV_DINING_PROGRAM_DIGITAL_BROCHURE.pdf

 

 

Under In-Room Dining at the end of the brochure see this statement:

 

IN-ROOM DINING Room service is available complimentary for all accommodations, with a choice in items. Feel free to take breakfast, lunch, or dinner from the comfort of your stateroom or suite. You can even dine on your private balcony for a delicious meal with exquisite views.

 

AOV marketing to travel publications added the more info. I've only quoted 2 references but there are many more.

 

https://www.porthole.com/atlas-ocean-voyages-reveals-new-dining-details/

"For those who want to kick back and relax in their suite, the cruise line offers room service, with an “always available” menu for all guests, featuring options such as an organic tomato cream soup, burgers, club sandwich, eggplant vegan burger, and a “buddha bowl” salad. For ing and sales advisors, guests can choose from a “Classic Breakfast” or “Healthy Breakfast” menu."

 

https://www.prnewswire.com/news-releases/atlas-ocean-voyages-to-deliver-gastronomical-adventures-with-six-tantalizing-dining-options-aboard-world-navigator-301334866.html

"World Navigator also offers room service, with an "always available" menu for all guests, featuring options such as an organic tomato cream soup, burgers, club sandwich, eggplant vegan burger, and a "buddha bowl" salad. For breakfast, guests can choose from a "Classic Breakfast" or "Healthy Breakfast" menu."

 

In addition to the laundry and WiFi issue, this is another factor that your marketing department and sales advisors “sold” us on when we booked and paid for our voyages. You do not have to apologize “for any confusion or inconvenience”. WE ARE NOT CONFUSED!  Yes we have been “inconvenienced” by the time we are spending trying to straighten out this fiasco. Instead of apologizing, why doesn’t AOV just bite the bullet and give us what we were promised and what we paid for?  VERY SIMPLE. Many of the posters on this board have suggested reasonable solutions concerning the laundry services and WiFi inclusions for those you have booked and paid for their voyages in full. That would be the honorable thing to do. It will also make good business sense as satisfied customers will be your best advertisement. Bad publicity from customers who were misled (or lied to) can destroy AOV’s reputation in its infancy.  Look at some of the posts of people who are already “jumping ship”

 

Personally, I recommended the voyage that we are on to friends of ours who have booked and are now very upset. They are not on Cruise Critic but follow these posts. How many others are doing the same? I started to arrange a large group for your  circumnavigation of Ireland cruise. Guess what? This is now on hold until we see how you will correct all these deficiencies. Glad we haven’t deposited for that voyage yet.

Passing blame to your marketing department doesn’t hold water. As President of AOV, aren’t you the Captain of the ship?

Looking forward to your response. Thank you.

Edited August 8, 2021 by keokukjoe

[keokukjoe]

3 hours ago, saddledowndani said:

Wow, I did understand the room service menu would be limited but I didn’t realize how limited. Not a huge deal but unclear in their materials. Also knowing the difference between what’s available to suites and staterooms might have influenced me to choose a suite so their loss I guess. 

The room service offerings for all staterooms was not unclear. See my last post. Just another case of Promises, Promises.