Twenty practical tips for a good cruise experience
1) Your luggage does not arrive at the ship.
If you are part of the cruise line’s air/sea package, the airline is responsible for locating your luggage and delivering it to the next port. If you arranged your own air transportation it is wholly your problem. Always have easy-to-read name and address tags both inside as well as outside your luggage. Keep track of claim documents and give the airline a detailed itinerary and list of port agents (usually included with your documents).
2) You miss the ship.
If you miss the ship’s departure at the port of embarkation (due to late or non-performing flight connections, etc), and you are traveling on an air/sea package, the airline will arrange to get you to the ship. If you are traveling “cruise-only,” however, and have arranged your own air transportation, then you are responsible for onward flights, hotel stays, and transfers. If you arrive at the port just as your ship is pulling away, see the ship’s port agent immediately (contact details will be included in your documents).
You miss the ship in a port of call. The onus is on you to get back to the ship before its appointed sailing time, unless you are participating in a ship-organized shore excursion. Miss the ship and you’ll need to get to its next port at your own cost. It could prove difficult if the ship is going to a different country, and your passport is on board, and it’s a Sunday, for example. So, take a copy of your passport with you, just in case. Ships have also been known to leave port early because of impending inclement weather conditions. However, if you do miss your ship, the ship’s port agent should be close by to assist you. In case he’s not – always take the name and telephone contact details with you (they are normally provided on the daily program for each port).
3) Your cabin is too small.
Almost all cruise ship cabins are too small (I am convinced that some are designed for packages rather than people). When you book a cruise, you pay for a certain category and type of cabin but have little or no control over which one you actually get. See the hotel manager as soon as possible and explain what is wrong with the cabin (noisy, too hot, etc). If the ship is full (most are nowadays), it will be difficult to change. However, the hotel manager will probably try to move you from known problem cabins, although they are not required to do so.
4) Your cabin has no air-conditioning, it is noisy, or there are plumbing problems.
If there is anything wrong in your cabin, or if there is something wrong with the plumbing in your bathroom, bring it to the attention of your cabin steward immediately. If nothing gets better, complain to the hotel manager. Some cabins, for example, are located above the ship’s laundry, generator, or galley (hot); others may be above the disco (noisy). If the ship is full, it may be difficult to change.
5) You have noisy cabin neighbours.
First, politely tell your neighbors that you can hear them brushing their hair as the cabin walls are so thin, and would they please not bang the drawers shut at 2am! If that does not work, complain to the purser or hotel manager, and ask them to attend to the problem.
6) You have small children and the brochure implied that the ship has special programmes for them, but when on board you find out it is not an all-year-round programme.
In this instance, either the brochure was misleading, or your travel agent did not know enough about the ship or did not bother to ask the right questions. If you have genuine cause for complaint, then see your travel agent when you get home. Most ships generally will try to accommodate your young ones (the large resort ships – those carrying more than 1,600 passengers – have more facilities), but may not be covered by their insurance for “looking after” them throughout the day, as the brochure seemed to promise. Again, check thoroughly with your travel agent before you book.
7) You do not like your dining room seating.
Most “standard” market ships (particularly the large “resort” ships) operate two seatings for dinner (sometimes this applies to all meals). When you book your cruise, you are asked whether you want the first or second seating. The line will make every attempt to please you. But if you want second seating and are given first seating (perhaps a large group has taken over the entire second seating, or the ship is full), there may be little the restaurant manager can do.
8) You want a table for two and are put at a table for eight.
Again, see the restaurant manager (maître d’) and explain why you are not satisfied. A little gratuity should prove helpful.
9) You cannot communicate with your dining room waiter.
Dining room waiters are probably of a nationality and tongue completely foreign to yours, and all they can do is smile. This could prove frustrating for a whole cruise, especially if you need something out of the ordinary. See the restaurant manager, and tell him you want a waiter with whom you can communicate. If he does not solve the problem, see the hotel manager.
10) The food is definitely not “gourmet” cuisine as advertised in the brochure.
If the food is not as described (for example, whole lobster in the brochure, but only cold lobster salad once during the cruise, or the “fresh squeezed” orange juice on the breakfast menu is anything but), inform the maître d’ of the problem.
11) A large group has taken over the ship.
Sometimes, large groups have blocked (pre-booked) several public rooms for meetings (seemingly every hour on the hour in the rooms you want to use). This means the individual passenger (that is you) becomes a second-class citizen. Make your displeasure known to the hotel manager immediately, tell your travel agent, and write a follow-up letter to the line when you get home.
12) A port of call is deleted from the itinerary.
If you only took the cruise because the ship goes to the place you have wanted to go for years, then read the fine print in the brochure before you book. A cruise line is under no obligation to perform the stated itinerary. For whatever reason (political unrest, weather, mechanical problems, no berth space, safety, etc.), the ship’s captain has the ultimate say.
13) You are unwell aboard ship.
There will be a qualified doctor (who generally operates as a concession, and therefore charges) and medical facilities, including a small pharmacy. You will be well taken care of. Although there are charges for medical services, almost all cruise lines offer insurance packages that include medical coverage for most eventualities. It is wise to take out this insurance when you book.
14) You have a problem with a crew member.
Go to the hotel manager or chief purser and explain the problem; for single women this could be a persistent cabin steward who has a master door key. No one will do anything unless you complain. Cruise ships try to hire decent staff, but, with so many crew, there are bound to be a few bad apples. Insist on a full written report of the incident, which must be entered into the ship’s daily log by the staff captain (deputy captain).
15) You leave personal belongings on a tour bus.
If you find you have left something on a tour bus, and you are back on board your ship, the first thing to do is advise the shore excursion manager or the purser’s office. The tour operator ashore will then be contacted to ascertain whether any items have been handed in to their office.
16) The cruise line’s air arrangements have you flying from Los Angeles via Timbuktu to get to your cruise ship.
Fine if your cruise ship is in Timbuktu (difficult, as it is inland). Most cruise lines that have low rates also use the cheapest air routing to get you to your ship. That could mean flights from a central hub. Be warned: you get what you pay for. Ask questions before you book.
17) You fly internationally to take a cruise.
If your cruise is a long distance away from your home, then it usually makes good sense to fly to your cruise embarkation point and stay for at least a day or two before the cruise. Why? Because you will be better rested and able to adjust to any time changes. You will step aboard your ship already relaxed and ready for a real vacation. As a bonus, you will get to know the port of departure.
18) The ship’s laundry ruins your clothes.
If any of your clothing is ruined or discolored by the ship’s laundry, first tell your cabin steward(ess), and then follow up by going to the purser’s office and getting it registered as a proper complaint. Take a copy of the complaint with you, so you can follow up when you get home. Unfortunately, you will probably find a disclaimer on the laundry list saying something to the effect that liability is limited to about $1 per item, which is not a lot. So, although the laundry and dry cleaning facilities generally work well, things can occasionally go wrong just like ashore.
19) You have extra charges on your bill.
Check your itemized bill carefully. Then talk to the purser’s office and ask them to show you the charge slips. Finally, make sure you are given a copy of your bill, after any modifications have been made.
20) You’re unhappy with your cruise experience.
You (or your travel agent) ultimately choose the ship and cruise. But if your ship does not meet your specific lifestyle and interests, or the ship performs less well than the brochure promises, then let your travel agent and the cruise line know as soon as possible. If your grievance is valid, many cruise lines will offer a credit, good towards a future cruise. But do be sure to read the fine print on the ticket.
Berlitz Guide © Apa Publishing 2010
