http://travel.usatoday.com/cruises/post/2011/08/stranded-passengers-san-juan-royal-caribbean-hurricane-irene/416548/1

http://travel.usatoday.com/cruises/post/2011/08/carnival-cruise-lines-royal-caribbean-san-juan-hurricane-irene/416604/1

In all fairness, the cruise contracts (I believe) do not cover weather related issue and yes travellers should do their best to arrive to the port a night earlier and should purchase trip insurance. However RCI, IMO, got this wrong. While it was not their decision to depart earlier they should have had some sort of plan in place especially since hurricane Irene is not a surprise. Royal could have tried to contact the guests since all reservation have phone numbers in them in addtion they also have email addresses to. Many people have smart phones and would have received the email. I remember when I was a travel agent RCI would never stop sending emails or faxes to the office stating phone numbers where missing from people's reservations. They are so adamant about getting them maybe they should think of a way they can maximize the usage of phone numbers.

So there was apparently no mechanism in place to contact passengers, even if anyone in the Office had a clue as to what was going on! There was not even any update or info posted on RCI's websites, neither the one for travel agents nor the site for the general public.

Rich

[ 08-25-2011: Message edited by: Linerrich ]

Cam J

[ 08-26-2011: Message edited by: Cam J ]

As a well versed traveler, I know better and don't expect a cruise line or air line to take care of me in weather related issues. If they do that is great, but I don't expect it nor are they contracted to do so. I do think Royal Caribbean dropped the ball on this one from a customer relations standpoint, as I mentioned earlier, but it certainly doesn't change my opinion of the company or make me want to sail them any less. Personally I'll still take my changes with Royal Caribbean over Carnival any day if I want an enjoyable cruise.

Perhaps I'm too well traveled or too self sufficient, but honestly I would not expect a cruise line to pay for my air to the next port or a hotel because of a weather related issue. I would hope and expect they would assist me in the process though. If a major airline cancels or delays your flight because of weather the best you can expect is to rebooked on another flight and perhaps given a list of hotels to contact. That is it.

Also I tend to put everything in perspective. We are talking San Juan here. It's basically American so your cell phones work, they take the US dollar, a passport is not necessary, you have Internet, and there are tons of hotels and a major airport. It's not like you're stranded in some 3rd country with no resources. I'm not condoning RCI's lack of action and/or assistance, but I also don't think it's the end of the world either. If it were me I would not be waiting around for Carnival or Royal Caribbean to decide what to do. I would likely be making contingency plans and be on the phone making my own arrangements. I suppose that's a major difference between me and a lot of travelers. I try to take control of my own outcome as quickly as I can.

quote:

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Originally posted by eroller:
I don't think anyone is saying that Royal Caribbean did a good job here. They only did what was contractually required of them, which wasn't much.

Perhaps I'm too well traveled or too self sufficient, but honestly I would not expect a cruise line to pay for my air to the next port or a hotel because of a weather related issue. I would hope and expect they would assist me in the process though. If a major airline cancels or delays your flight because of weather the best you can expect is to rebooked on another flight and perhaps given a list of hotels to contact. That is it.

Ernie

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Having worked in travel as a travel agent for 10 years honestly if weather is involved the "carrier" - cruise line, airline is not required to do much contractualy. I have seen some things that were similar to this and my clients didn't really receive much in the way of compensation. One incident that comes to mind was with HAL. We had a huge snowstorm in the nYC area I had clients on HAL's air and flights cancelled and HAL just basically said "oh well, I'm sorry" (in a matter of speaking). Anyway, hours upon hours fighting for my clients and they caved in a bit. However HAL fowarded me the "contract" and the clause about weather related incidents and how they were not responsible. Since then I was always weary about cruise line air.

Nevertheless, in this incident my biggest pet peeve is that RCI supposedly never attempted to notify the passengers that the ship was sailing early. I understand it was last minute but RCI, I am sure, has a "crisis center" of sorts and this could have been done. If they can build ships with amazing amenities they can have a system in which people are notified of such a drastic change in plans. They knew the hurricane was approaching as it was not a surprise.

In anycase I consider myself well travelled too and honestly, like you Ernie, I would have taken the lead and done my own thing since I am familiar with what to do however I would be very annoyed that the cruise line (in which I paid thousands of dollars to) didn't attempt to contact me. At least airlines send email messages providing up to the minute flight details (you must sign up for this service and it is free but cruise lines can adopt this technology). I just flew UA/CO to San Francisco and got constant emails regarding gate and schedule changes on my smart phone. On the day of departure they kept changing the gate and I kept getting emails. I think all cruise lines should adopt this method. Especially today many people have smart phones and would be able to see the message rather quickly.

Over my 10 years in travel I have seen many customer service blunders from many different cruise lines, tour companies and airlines this is not the first time and RCI is not the first travel company to make a mistake however I must say this is pretty big, I beleive. From a PR standpoint they did wrong. It all comes down to who is making the decision at these companies whoever was making the decision at RCI clearly wasn't thinking about their image and their passengers best interests.

[ 08-26-2011: Message edited by: nycruiser ]

[ 08-26-2011: Message edited by: nycruiser ]

[ 08-26-2011: Message edited by: nycruiser ]

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Originally posted by dmwnc1:

It's simply unimaginable. 

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Are you serious? I guess we have different definitions of "unimaginable".

Anyway you are obviously quite upset by this. I might suggest you take your business elsewhere, to a company you feel will treat you better. That is what I would do if I felt as strongly as you appear to.

quote:

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Originally posted by dmwnc1:

Quotes from guest on Celebrity Century, Oct 2010, Nice, France after the ship broke down with a failed rudder on Day 2 of a 12-night cruise:

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Now your digging up past instances of failed customer service? I assure you I can do the same for just about every cruise line out there.

Anyway if you feel that strongly, like I said take your business elsewhere. The best way to show your dissatisfaction is with your wallet.

quote:

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Originally posted by nycruiser:

Nevertheless, in this incident my biggest pet peeve is that RCI supposedly never attempted to notify the passengers that the ship was sailing early. I understand it was last minute but RCI I am sure has a "crisis center" of sorts and this could have been done.

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On this point I agree 100%. The very least they could have done, and should have done is attempt to contact each passenger. Stating there was "no way to do this" is simply not true. The cruise line has all the emergency contact numbers on file from when you fill out your immigration information online. If for some reason it wasn't filled out online, they can contact the travel agency that booked the reservation. For me, this is really where they dropped the ball and their credibility was challenged. It's always best to own up to something that could have been handled better, rather than try and make excuses. That would have been the right thing to do.

quote:

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Originally posted by dmwnc1:

No different than digging up instances of past stories of generosity?

I guess we'll have to agree to disagree on this.

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Yup, I figured I had that one coming and yes we can agree to disagree. I do think Royal Caribbean obviously could have handled this better, but personally don't think it's nearly as serious as you do. As I mentioned before I would have taken matters into my own hands, which is pretty much what I always expect to do. At no time would I have felt my safety was at risk, such as being on a burning ship. I would have expected a call but honestly not much else if I didn't book my air/transfers with the cruise line. That is just the way I roll. I don't rely much on others when I travel. It's always worked out best that way and rarely do I come away disappointed or worse for wear.

quote:

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Originally posted by eroller:
I try to take control of my own outcome as quickly as I can.

Ernie

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quote:

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Originally posted by lasuvidaboy:

I do the same thing but most people are not as proactive. Remember, 1/2 the country wants a nanny!

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So you would not complain when getting bad food in a restaurant because you can cook yourself?

I am sure most of the stranded passengers are indeed not as well traveled and maybe not as 'proactive' as most people posting here. However, this is entirely beside the point. Even someone well traveled would appreciate help.

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Originally posted by Ernst:

So you would not complain when getting bad food in a restaurant because you can cook yourself?

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Oh there you go again.

quote:

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Originally posted by eroller:

As I mentioned before I would have taken matters into my own hands, which is pretty much what I always expect to do.

Ernie

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quote:

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Originally posted by lasuvidaboy:

Be careful Ernie, there are people lurking who only relate to having their nanny do everything for them.

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quote:

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Originally posted by lasuvidaboy:

No of course I would complain AND I would not pay the bill (except for the tip as the server most likely was not at fault) [...]

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So what's the difference to the situation in San Juan?

These people booked a cruise and did not get a cruise.

Yes, it's force majeur (which could also be a reason for bad food in a restaurant - to stay with that example) but as you would complain in the restaurant (and would refuse to pay where you might actually be obliged to pay) these people have a good reason to complain about a lack of support in such a situation.

quote:

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Originally posted by eroller:
Perhaps I'm too well traveled or too self sufficient, but I would not expect a cruise line to pay for my air to the next port or a hotel because of a weather related issue.

Ernie

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I bet if you were actually in the situation; stranded in a foreign country it would be a completely diffrent story. Its one thing to sity behind a computer screen and act all tough and what not but its another to actually be in the situation and have to figure out how to get off the island with little or no resources.

quote:

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Originally posted by Cam J:

I bet if you were actually in the situation; stranded in a foreign country it would be a completely diffrent story. Its one thing to sity behind a computer screen and act all tough and what not but its another to actually be in the situation and have to figure out how to get off the island with little or no resources.

Cam J

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Are you serious? Once again i find myself questioning your intelligence (it's hardly the first time).

Since when is Puerto Rico considered a foreign country with little or no resouces? They take the US dollar, cell phones work on US networks, they speak English, there are tons of
hotels, restaurants, and a major airport. Also you know
NOTHING about me, so don't make assumptions about what I would and would not do in any given situation. I travel for a living, and I've been in far more precarious situations then being "stranded" in Puerto Rico.

https://www.cia.gov/library/publications/the-world-factbook/geos/rq.html#

"Independence:

quote:

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Originally posted by eroller:

Are you serious? Once again i find myself questioning your intelligence (it's hardly the first time).

Since when is Puerto Rico considered a foreign country with little or no resouces? They take the US dollar, cell phones work on US networks, they speak English, there are tons of
hotels, restaurants, and a major airport. Also you know.

Ernie

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Haha question my intelligence? Thats a good one Ernie!

Is PR a US state? No. Its a territory and is under the jurisdiction of the US, but by no means is an official part of the US. Get your facts right before you try to call someone stupid.

I actually question your reading/comprehension ability because I never said "PR is a country that has little or no resources."

What I said is " ....Its another to actually be in the situation and have to figure out how to get off the island with(on your person) little or no resources."

So if you still need more clarification...

I was saying how hard it would be to be in a foreign country to have to figure out how to get to the next port or make provisions for you and/or your family, with little or no resourceson hand. I never said that PR was a country with little or no resources.

Anyway with that aside RCL really messed up on this one no other way to say it. They need to do a better job next time, for their company image sake.

It's good Royal Caribbean is finally doing to the right thing, but it's a shame it took some bad publicity and arm twisting to make it happen.

I still feel the only thing Royal Caribbean did wrong was not contact the passengers and at least assist them in making hotel and flight arrangements. I don't feel they were obligated to pay for anything, as certainly any airline in the same situation (act of God) wouldn't lay out a cent. It happens all the time.

Hopefully this was a lesson learned by Royal Caribbean and they will do better next time.

quote:

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Originally posted by eroller:

Hopefully this was a lesson learned by Royal Caribbean and they will do better next time.

Ernie

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Actually, they did apparently learn from the bad PR last week, when they announced, a couple of days beforehand, an earlier departure from Bayonne in anticipation of Hurricane Irene's approach there.

I really think there was simply a lack of communication between the ship/Embarkation in San Juan and the home office during the previous event. As I mentioned in this thread, I spent much of that Sunday informing people at RCI about the hurricane approaching Puerto Rico and asking for answers and info; people in headquarters just had no information or directives on what to do.

I'm sure they've established a much better procedure now, as they always had in the past.

http://www.nationofwhynot.com/blog/?p=4174#more-4174

I'm glad the company is owning up to it, and they have also compensated all the passengers impacted. I'm thinking this also means they will have new policies in place to ensure the same doesn't happen again.