The Defeated Loyal Past Passenger Cruiser

Categories

 

 

The Downfall of the Defeated Loyal Past Passenger

It is interesting to learn the glut that past passengers find themselves in.  While traveling you get the opportunity to speak to different and interesting people about their cruising experience, what brought them to that particular sailing, and where they have been.  You can overhear people talking about where and how they booked their cruise, and what way they think is the best way to get the best price.  Are they getting the value they expected?   Not according to these people on this particular ship.

 

Surely, after having sailed on and with the same cruise line over and over again you would think that this would enable these people to make wise choices and decisions that would maximize their total cruise vacation experience?   Surely, the cruise line would bend over backwards for their loyal patronage?

 

The rewards for being a loyal, returning guest come in many forms.   Each line offer similar and difference perks.  The rewards or perks vary according to the number of cruises you have sailed with the cruise line, and what tier you fall in.   One perk that is consistent will all lines is a welcome back cocktail party.  They may also include past passenger discounts, upgrades, free specialty dining, free laundry, a special courtesy waiting lounge for priority embarkation and debarkation, and more.   Values, which the cruise line believes will help enhance your total cruise experience with them.

 

On one cruise most specifically, the numbers of past passengers on board this ship was simply amazing.  Many stating that they are near or in the top tier of the past passenger program for that line.

 

When speaking they would joyously begin by saying that they had been on this cruise line many times over the years, and have enjoyed the perks associated with being a loyal customer.  However, the smile would quickly deteriorate as they begin to express how things have deteriorated over time.   Service, food quality, even what they perceive to be the type of reception that they should receive from the crew for being a past passenger has deteriorated.  These expectations are not being met and these past passengers are experiencing much frustration and lack of concern from the cruise line and its staff/crew.  The crew simply state that you got what you paid for as you will receive the amenities as outlined in the past passenger program. 

 

This particular sailing was priced well, and low, for the type of cruise line it was.   The low price attracted this special group of passengers to sail on this particular cruise ship and date.  These passengers are savvy shoppers who shopped around to find the lowest price for the category into which they customarily travel.  Balcony staterooms were most preferred.  The most common answer is that they will shop on line.  If the price is the same when going through the cruise line they will book direct with the cruise line.  Anticipating that since they are loyal passengers with this particular cruise line they had they would receive special attention, complimentary upgrades, preferred stateroom locations and additional special recognition over and above what is outlined in the past passenger program.  No need for a travel agent, their knowledge or experience.   The travel agent is only going to mislead them for their own best benefit and charge you more than booking online or direct.   Right?

 

As the travel industry is perpetually changing, and the cruise lines are doing all that they can to stay afloat financially, the cruise lines are seriously thinking about ways to cut back and keep prices in line with what people can and are willing to pay for their cruise vacation.  Increasingly everyone, no matter which way you book, will be offering the same price with all the cruise lines.  Discounting is being severely limited or totally forbidden unless approved by the marketing department of the cruise line.  Now everyone who sells travel can easily say that they “guarantee the lowest price”.  They may post prices that seem to be lower than anyone else (restrictions on these posts are also being implemented), but since it is all “based on availability” and it is” subject to change without notice”.   When all is said and done:  base rate, taxes, fees, everyone will be the same.  Some places will sneak in a service fee at the time of booking, or if you need to cancel an administrative fee.  There are exceptions with regard to pricing, but those are very few and very limited.  Everything is based on availability, based of the type of stateroom and location you want, ship, sail date, and the number of passengers staying in the stateroom.   Age is not a factor, except where senior discount fares may be applicable for that sailing.  Yes.  You will find incentives to book through a particular site or agency as they give away portions of their commission to earn your business and to steer you away from using the others.  Some “authorized” promotions are offered to select agencies for a short period of time.   The cruise lines are limiting what can and how much can be given as “a gift” or “promotion”, and these are being monitored. 

 

Most of these people booked during sales or during last minute promotions.  These special rates were guarantees.  A guarantee entitles you to a stateroom in the category you booked and paid for, at the discretion of the cruise line.  You do not have the ability to select the stateroom and its location at the time of booking or prior to sailing.  The positive side is that you may receive an upgrade, but the drawback is that it may be in an undesirable location in the ship.  Many of these people received undesirable locations and did not receive the perceived upgrades that they anticipated for their loyalty and booking direct with the cruise line or online.  They did get what they paid for.  It didn’t matter how many times they sailed on that ship or line.    When they complained to the purser’s deck personnel, hotel manager, or past guest program representative, the passengers were dismayed at the response they received from these cruise line representatives.  The loyal passengers simply did not get the answer they wanted or expected.  They did not get a room change as requested.   They would not be compensated in any other manner.   When the passengers threatened not to travel with that cruise line unless something is done, the response they allegedly received was “that’s fine”.   The cruise line is not obligated to give you an upgrade, even if you had received upgrades in the past, or if you are a past passenger, or because you booked direct and you believe you saved the cruise line money for doing so and thus should be awarded accordingly.

 

It is the travel agent’s job and responsibility to explain and clarify the terms and conditions of their clients purchase, and define what a “guarantee” is.  To help their client discern whether the customer would receive the value based on the customer’s expectations and anticipation for the price that they are paying.  This could help temper the high expectations of their customers and their disappointment.    When prices are as low, as they were for this particular itinerary, ship, time of year, and when these sale prices became available, don’t expect added privileges.  The cruise lines are trying to fill the empty spaces and fill their ships.   

 

Travel agents, such as those at Cruise Planners – Cruise Pros Plus, have experienced and have learned about the subtle differences between the lines and even the different ships in the fleet for the various lines.  It is possible that the cruise line that you have been so loyal to is no longer the cruise line for you.   It is possible that the cruise line has changed to accommodate a preferred client type with specific interests.

 

  Travel agents can guide you and book your cruise vacation that not only can meet your expectations, but can possibly surpass your expectations.  Just because the price is right, or because you will receive the past passenger perks does not guarantee satisfaction.   There are many choices and many options available to you.  Why spend your time and money only to be disappointed, frustrated or angry with your purchase.  Travel agents are not magicians, but many are experts in their fields.  Do you not go to a doctor for advice and service, or do you look up your conditions online?  Travel agents work to help you get the most value (financial, memorable, and emotional) possible. 

 

You are important to us at Cruise Planners-Cruise Pros Plus.  Not just another customer or a number.  We want you to be happy with your selection and feel satisfied with your overall experience. 

 

Let’s discuss your plans, dreams and aspirations.  We will guide you and book your vacation, and serve you to the best of our ability with personalized first-class service.  We will also serve as your advocate should the need arise.

 

940-453-8904