NOTICE: I am not being compensated in any manner for this post. Avalon is not aware of what I am writing and I have not received, nor will I accept, any compensation for my opinion as stated below.
I was reading about the revolt aboard the Norwegian Spirit when the cruise had to modify its itinerary due to bad weather. Other recent stories tell how a married couples honeymoon was ruined when waters on a river cruise were too low and they had to bus everywhere or a large group was left on shore when they could not return to their ship via tender because of sudden bad weather. I even witnessed a destination wedding that had to be cancelled when their cruise ship arrived with Norovirus from the previous cruise and the wedding party could not hold their ceremonies.
I have experienced first hand itinerary changes due to weather or technical issues. Several times, we had to remain in a port due to a storm at sea. In one of the cases, we missed a port that we were looking forward to. We have had instances where we could not visit a port due to high winds. In one case, we had to miss our call at Mykonos due to 70 MPH (113 KPH) winds entering the harbor.
Anyone cruising knows that bad weather, technical problems, or even political uncertainty can cause changes to the itinerary. It is a risk we take when booking the cruise. I am sure that everyone who has cruised any extent has encountered at least on instance where an itinerary has changed. The key to customer satisfaction is how the cruise line handles the situation.
My Most Recent Experience
On our recent Danube river cruise with Avalon, we had a situation that could have been a disaster, but ended up with everyone very satisfied. I know it must have cost Avalon a lot of dollars, but they put our satisfaction as their number one criteria.
On this cruise, we had an overnight stay in Budapest before boarding the ship. Prior to the evening orientation, we were informed that our ship had major engine problems resulting in severe overheating of the engines and that the ship would not be able to meet us in Budapest. At that time, it was unknown how serious the problem might be. Tony, our cruise director, provided a full and frank update when we checked in, stating that the line was working on alternative arrangements. He answered everyone’s questions, which I am sure were very repetitive, and told us he would provide updates during the evening orientation.
Communications – Knowledge is Comforting
During the orientation, Tony confirmed that the ship would not make it to Budapest although he still did not know if it would be able to meet us at our first port, Visegrad. We were informed that the InterContinental, where we were staying the first night was booked due to national celebrations, but Avalon had worked up a deal with Sofitel next door to put us up for the next night. We were provided with detailed information on the logistics for handling our luggage (which was incredibly easy) and the arrangements for our excursion the next day.
During the group breakfast the next day, we were updated on the status which was still uncertain, but at least they had the necessary part and there was some hope. After a great tour around Budapest, we had a group dinner where we were informed that Avalon had managed to fix the engines and the ship would meet us in Visegrad. We were bused to Visegrad, which was a short distance, and conducted our scheduled excursions while all our baggage was transported to our rooms.
At no time did Avalon withhold any information, no matter how ominous. All staff answered our questions politely and as thoroughly as they could. We were housed in a magnificent hotel, provided a great dinner and breakfast, and given 30 Euros to purchase lunch since the could not arrange a lunch venue. At all times, we had complete and accurate instructions about where to meet. Tony was always available for us, ready to intervene with any difficulty we might have had. In the end, I think everyone was happy to have had the extra night in Budapest so we could witness their St. Stephen’s Day (basically their Independence Day) fireworks.
High Quality Alternative Itinerary – Turn Lemon into Lemonade
I have spoken with other river cruisers who have had problems and heard the stories about long bus rides and lousy hotels. All I can say is that, while Avalon could have put us up in some nice hotel outside the city and saved some money, they elected to use a hotel of the same caliber as the one we were in, right on the river and close to all the action. On top of that, they provided fantastic meals with adult beverages. A real treat. While there was some grumbling, it was low-key and mostly around the inconvenience of changing hotels, which is not something that Avalon could control.
The bus that took us to Visegrad was luxurious. Avalon even brought in a tour guide to make the trip educational. Given that it was St. Stephen’s Day, they had to bring in someone from outside Hungary, which must have been a challenge.
I am sure that, if the ship could not have been repaired, any additional alternative accommodations would have been handled just as generously.
Compensation – Little Things Count
While I did not believe any compensation was required for the inconvenience, Avalon apparently felt otherwise.
Providing us with lunch money was a great touch. I am sure that no one would have been bothered if they had not, but Tony stated it was his responsibility to provide lunch and he made it clear what he was doing. This also meant we did not need to hit an ATM for cash as the 30 Euros lasted us the whole trip since nearly every merchant takes credit cards.
The icing on the cake, though, was that Avalon credited us over $1,000 for “missing a port” even though they had put us up in luxury. This was not a cruise credit, but a direct refund to our credit card. No one asked for this credit – Avalon announced it early. I think this compensation was more than generous, since the only part of the trip we missed was the cruise from Budapest to Visegrad, which was replaced by the ability to enjoy the celebrations in Budapest and stay at a quality hotel.
How to Handle Unforeseen Situations
If you cruise, you must understand that you are at the mercy of the weather and mechanical breakdowns. Both are complex and difficult to predict. Cruise lines do their best to anticipate problems and have complex contingency plans, but is it impossible to anticipate the impact on individual passengers. During any situation, some basic actions on your part will relieve stress.
Listen to the crew
The crew is trained for these situations. Adhere to their instructions. If you are told to be somewhere, go to that location.
Don’t listen to rumors
Having been through various situations from rescuing a small ship at sea to diversions for medical emergencies, I know that rumors abound. Hearing something from a fellow cruiser does not equate to reality. While this information may be useful, it is not always accurate. Trust the cruise line representative to give you accurate information.
Stay calm and avoid complaining
Do your best not to complain while a situation is in progress. This does not improve the situation and only serves to stir up others. If you are a frequent cruiser, use this status to calm down others who might not have your experience. Try to help you fellow cruisers who may be confused or are upset by something they do not understand.
Make any special needs known
If you have special needs (e.g. unable to use an elevator or require medication), let the crew know. Crew members are trained to help you. You only need to ask.
Wait until situation is resolved to demand compensation and be reasonable.
I have seen passengers demanding a full refund while a situation is in progress. In many cases, this is not a reasonable request, but, regardless, the crew cannot respond until the situation is resolved and they have had time to correspond with their corporate office, which determines what they can offer. There is no advantage to becoming belligerent. Allow the cruise line time to assess the issues and determine what they are willing to do. Some lines are better than others in this department – consider this when booking your cruise.
Know your risks
When you plan your cruise, pay attention to the itinerary and time of travel. Traveling in the Caribbean during the height of the hurricane season (July-September) carries a risk that your cruise will be diverted by a hurricane. Likewise, visiting Norway or Iceland carries the risk of bad weather on the North Sea, especially during certain times of the year. Cruise lines offer great prices on these cruises so they may be attractive, but they are more prone to itinerary variations. Likewise, allow extra time to get to your embarkation port during the winter. All too often, I have seen passengers delayed during storms and missing their flights. Often, I will pay extra for non-stop flights to avoid missed connections. Finally, check out the ship you are booking. Is it old? When was the last time it was overhauled? Does the ship have a history of problems? You do bear some responsibility for understanding the risks when you book. This is an area where your cruise agent can help.
Use an agent
I highly recommend that you book your cruise through an agent (see my post on 6 Reasons to Use an Agent) as an agent will help you when you encounter a deviation in your plans and can better represent your needs with the cruise line. They know how to deal with the cruise lines and will use their leverage to get more from the lines. A good cruise agent will be available to you during a situation, should you need (at least, mine is). Use them when you need help.
Purchase cruise insurance
I am a believer in good cruise insurance. Yes, I realize it appears to be a large cost, but the protection is worth the costs. I have only had to use my insurance once for a medical cancellation, but came close to needing it a second time. While I have never needed the insurance for missing a port or any other situation, it is comforting to know it is there. Keep in mind that you sign a contract that limits what a cruise line must provide you during certain situations – and this my be less than you consider satisfactory. Should you have a medical emergency, miss a port, or suffer some loss during an unforeseen situation, cruise insurance is there to protect you against loss and, more important, to support you during this situation. Just make sure you read your policy and take any contact information with you in case you need help.
Recommendations to Cruise Lines
I would encourage other cruise lines to learn from Avalon. Here are some suggestions for how the unforeseen situations should be handled.
Communicate openly about what is happening
Maintain an open channel of communications and don’t try to mask any bad news. Nothing upsets passengers more than not knowing or only receiving partial information. I know this is more difficult on a mega-ship than it is on a cruise ship, but, in my experience, this is something that can be handled efficiently.
Provide frequent updates. Don’t wait too long to update the passengers. Even minor updates will help to keep them calm. Modern technology makes this an easy task.
Assign a spokesperson to provide a consistent message. This could be the cruise director or some other senior crew who is familiar to the passengers and is comfortable in dealing with them. Not only is the message consistent, but this provides a single point of communication, relieving other crew members from constant interaction with which they may not feel comfortable.
Use technology effectively. Most cruise lines have upgraded their technology so they can provide updates through in-room televisions, mobile apps, and ship-wide public announcements. This technology is familiar to the passengers and is an extremely effective method to keep them updated.
Treat your passengers courteously and with respect
The worst response to a question is “we will tell you more when we know it – just be patient”. I have been in situations where the crew is curt and sometimes rude when asked a question. I know the crew is under pressure and may not know the answer, but the manner in which they respond to a question can go a long way to gaining the passengers confidence. This is something that should be addressed during crew training since both passengers and crew members are from different cultures and may have different opinions on what courteous means.
Provide quality alternatives whenever possible
Don’t skimp on alternative itineraries. I know it is hard to arrange at the last minute, but it will pay off in the end. Provide alternate accommodations and transportation that are commensurate with the level of comfort expected for this trip. While this may be dependent on availability, try to provide something that enhances the trip and does not detract from it. I do realize that every company is sensitive to costs and profits, but the return for a satisfied customer can far exceed the cost of going that extra step. Passengers expect companies to provide superior accommodations, but must realize that the cruise line are dealing with limited resources and cannot always provide upscale alternatives. If the cruise line provides substandard alternate arrangements, they need to explain why this was necessary and what they plan to do to compensate the passengers.
Compensate in a meaningful manner
Provide meaningful compensation. A discount voucher for a future cruise with an expiration date is not meaningful compensation for many. Repeat cruisers may accept a voucher to have value, but the casual cruise will see this as a non-response. Avalon’s cash refund was not only generous and timely (it was refunded before the end of the cruise), but had real value.
Allow for flexibility. As a repeat cruiser, I understand that things happen. However, for others, it is a once in a lifetime vacation. Whether it is a large party with children, a special event such as a wedding, or a special destination, the impact of a diversion varies. Cruise lines need to be sensitive to this and go the extra mile to cater to the disappointment of these passengers. It is understandable that they are upset by missing that special port or having to cancel an important event or just the hassle of coordinating a large group. Providing special attention to these passengers during a situation or providing some alternative compensation will pay off in the long run.
Conclusions
Avalon exceeded my expectations. I did expect that they would do their best to minimize the impact of the problem, but I never expected the extra effort that was provided. I know it must have been a frantic time trying to find accommodations, transportation, and support for us. I appreciate the extra effort put in to make us comfortable and to keep us informed.
I don’t know how other lines would have handled this situation, but highly recommend that you consider this aspect when booking your next cruise. Avalon will be my first choice for future river cruises following this experience.
Please let me know what issues you have encountered and how you were treated. I would love to identify the lines that handle these delicate situations properly and with their passengers well-being in mind.
