They say the mark of a good company isn’t just about the high level of service and the knowledge and efficency of the cruise consultant you book with. It is when something goes wrong and subsequently how it is handled that makes the difference.
I say this as this weekend we had a situation regarding the Diamond Princess . In the early hours of Saturday morning the 16th September I received an email from 4 passengers stating that due to a typhoon the Diamond Princess had had to stay in Busan an extra day until the Typhoon had passed. The captain had made a statement to say the ship would now be docking in Yokohama port Japan a day later. Customers were due to disembark on Monday morning the 18th September but this meant the ship was now docking on the afternoon of Tuesday the 19th September.
As a company we had lots of passengers who all had flights booked on MOnday afternoon to come home, not only that we had lots of passengers who were in Japan currently on a tour and were to join the Diamond Princess on Monday. You can imagine the logistics with a 48 hour window .
You book with us knowing we are ABTA and ATOL bonded, but not necessarily knowing what it means, so when things like this happen it becomes apparent exactly the reason why you book with us.
On Saturday morning the whole team at Cruise.co.uk worked tirelessly for every single customer, initially to put customers minds at rest confirming that we will handle everything as quickly and as efficiently as we could and then by booking every one of our passengers on an alternative flight and of course at no extra cost. We paid for hotels for extra nights and transfers and all customers were advised and tickets re issued within 24 hours.
We have had huge recognition from customers on board the Diamond Princess and this is what one of my passengers emailed to me on Saturday afternoon.
“Hi Holly ,
Your response and subsequent arrangements in handling our mini crisis is becoming the talk of the ship!!
There are so so many couples who have been left high and dry by their travel agents that it is becoming slightly embarrassing when we tell them how our flights / hotel and transfers have been so efficiently and speedily handled by you ?
We are handing out cruise.co.uk addresses and in particular your email and direct telephone line to everyone we meet so out of adversity let’s hope you get some future business ?
Once again so many thanks and we will speak on our return .
Chris & Hilary”
I have to say I am proud to work for a company that without a doubt puts their customers first. I am proud to work for a company that without a doubt told all of us to organise the best alternative flights for all customers nomatter what the cost.
This is the reason why you book with Cruise.co.uk