Need Help With A Horrible Cruise!?

Question

My family and I went on a cruise last month and it was HORRIBLE not only was the room a disgusting mess, my 10yo son was assualted by an intoxicated underage drunk teenager, in front of a crew member, where they did nothing and did not help us AT ALL, then lied to us! I have written a letter to the cruise line as well as made SEVERAL (6) calls with no responce to any of it. Does anyone have any suggestions to getting the cruise line to answer (at least acknowledge) our complaint? We are at the point of a calling a lawyer and posting it ALL over the internet. Any advice would be appreciated.

Answer 1

To be totally frank, phoning the cruise line is of no use, they will not investigate or do anything over the phone.

You need to write a letter to Customer Services Manager at the Head Office of the line. Address it to the Customer Service Manager and put Personal on the envelope. It helps if you can find out who the Head of Customer Services actually is.

Your letter should include the cruise number, when you sailed, your cabin number and then list your complaints individually, with as much detail as you can supply.

You should also refer to your original letter and the dates of the phone calls. (or at least the number of calls and to whom you spoke)

You should also say if and to whom you complained to at the time on the ship.

For example, if you complained about the state of your cabin at the reception desk, there will be a record of it on the ship.

It sounds like a lot of work, and it is, but don't be put off, the more evidence and facts you can supply will allow the cruise line to investigate the matter thoroughly and you will eventually get a reply.

Answer 2

i'm sorry......what cruise line was it??

Answer 3

Somehow contact the cruise line. If you used a travel agent, see if she can help. If not, try calling a different telephone number for the cruise line where you can get a live person. Never yell or curse at the cruise line as this does not help. be firm with what happened and ask what they can do about it. I would post your complaint at "cruise critic" also as these are the ones that regular cruisers go to and read reviews.

Answer 4

Why didn't you address this when you were on the cruise ship? So something could be done immediately instead of months later?!

Answer 5

not sure what good a lawyer would do...all you can do is contact the crusie line and place a complaint, contact your travel agent and file a complain, or post it online and let people make up thier minds.....explain how your child can be assulted (define assulted)  and why the police werent called at the next port by you, since the ship didnt seem to want to handle it

Answer 6

Whenever I had had issues with the cruise lines I have written my letter and addressed them to the CEO rather than customer service people.  That has worked for me.  You can usually find the CEO by searching on the cruise line web sites.

But in your situation I would go to the lawyer stage and have him/her write a letter.  Now you did not say which cruise line but remember that Carnival is the parent company for Princess, Holland America, and Cunard so they are the ones to contact for either of those lines, plus Carnival.  Then Royal Caribbean and Celebrity are under the Royal Caribbean corporate umbrella.  So writing to RC gets to both of these cruise lines.

Answer 7

I'd like to know what cruise line it was.

I'd go with Thinkertoy or Lew's suggestion.

Don't let it pass.

Answer 8

The key is to talk to the right people and be chrystal clear. In this case I think either an email (take a copy of it) or a written mail (take a copy here as well) to the custom service will do. Its also important to point out that you did express your misshapiness during the cruise (its easier for you to get compansation if you do so and its easier for them to solve your problem during the cruise than after). Remember to keep it in a reasonable and polite way and be chrystal clear with what you except the cl to do.

Its important to remember the other side of the problem here. The crew member wasnt problebly a part of the security force or he or she would have done something right away. Its possible that he or she did call the security without your son noticing that but they didnt arrive in time to help him out. That doesnt excuse anything but the cl could have theyre back free so to say.

It could also be a good thing to point out that the assulting teenager was drunk despiting the cls drinking rules and that you didnt like it a bit. The assalt could also be a criminal act and if it is that it should be sharged at your local police department (get a lawyer).

About the cabin mess you should have talked to the purser about that and maked sure that they do something to clean it up. Its not accepteble. If they didnt do it you should demand an excuse plus some sort of compensation. If your tip your cabin steward then request the tip back.

Please read through any explonation that you reasive with an open mind and remember that you where just unlucky to get a few bad employes and passengers during your cruise. Normaly cruising is a nice and safe vacation. Please also think about if you and your familly could have done something different and remember eventual leassons to your next holiday.

I am sorry that you had a bad vacation. Johan.

Answer 9

Continue contacting the cruise line. Sooner or later, you'll talk to someone who takes pride in the company. Ask to talk to the manager. Cruise lines highest priority is customer satisfaction after safety. They will most likely offer you ship board credit on a future sailing. If all else fails, contact the attorney general's office at your state capitol. That's where the consumer protection office is located.

Answer 10

so sorry to hear this!! as a mom i know how you feel ,first get the maddest out ,when i get this mad i write everything down on paper that is one one to get it out, then write down the date the cruise started go thur each day mark down every detail so when you get a hold of the cruise line you will not only be a little calmer but you will have everything writen down in front of you ,sometime they may ask the same question twice but in to different ways to see how you answer it so try to cailm down first ,we are all behide you!!!!!

Answer 11

Posting it all over the internet honestly won't affect the cruiseline, or get their attention, sadly enough.  Write them a very professional letter.  Where I live there is a news station that will assist someone if they are having an issue with a professional business.  It would be ok to post your review on cruisecritic.com, they may see it then.  I would try resolving the issue directly with the cruiseline first though.  Good luck to you.  No one should endure something like that on a family vacation.

Answer 12

When I had a problem and was not "called back" like they said they would over and over...

I went on their website. got EVERY email I could find, every phone #.

I sent an email to every darn person who works there,..lol.

After a while...someone knew me.

Let me tell you though..if you are seeking monitary damages then persue a lawyer. They will only offer ship board credit, bottles of wine, gift shop credit , or discounted sailing for the future.

Anything that happens on the cruise you need it documented by the frontdesk onboard. If you have this your one step closer to a ship shape key chain!

Why on earth do they think (after crappy service and dirty rooms) that anyone wants shipboard credit or a discounted future cruise..why would I want to repeat my experience??????????????????

I would be happier if they offered me a gift certificate to Applebee's..hehehe!