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How to solve your cruise problems |
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Knowing the tricks of the trade will help you to address shipboard problems to the right crew members and you will likely get better results.
While the purser’s desk seems like the best place to start; it is actually not always the case.
The best course is to notify the proper person as quickly as possible. Knowing to whom you’re addressing a complaint is already half the battle. In order to do so, the division of labor on a cruise ship needs to be understood. Every worker is in a specific department and rarely knows what is happening outside their domain of expertise.
For examples, asking the spa staff or the wait staff at the pool bar for the evening menu in the grand dining room will most likely land you an answer such as: “please ask the purser’s desk”, when in fact you need to ask the Maître D’.
Here are the most important divisions of labor on a cruise ship. These should help you direct your complaint to the right place: Front Desk: The primary job of the front desk is tracking the money you spend
on board and working with all other departments to feed them information.
Unfortunately, too many passengers try to fix everything through the purser’s desk, which is generally a true statement. However, your complaint or question is best directed to the department it belongs to.
Housekeeping: Problems with housekeeping should be directed to your cabin steward first. If it happens to be a technical maintenance issue, and the issue has not been fixed by your cabin steward, call the front desk and have them notify housekeeping of your issue.
The one area of housekeeping you usually cannot access is the laundry service. This is handled through your room steward or your butler. |
Restaurants and Cuisine: The Maitre ‘D is responsible for coordinating individual requests with the kitchen as well as special diets, dinner reservations, etc.
Spa: The Spa Manager is in charge of coordinating everything that happens between the spa and cruise passengers. Get in contact with the spa for all your spa questions, including incorrect charges on your shipboard account.
Children’s Programs: If you encounter a problem with the children’s program the children’s program director or supervisor will be the person to help you.
To get in touch with that person, you can be helped by the purser’s desk.
Shore Excursions: The shore excursion desk is a very busy department, and they usually are the only staff members with knowledge of what is happening in their department. There are rules associated with the booking and cancellation of shore excursion. Adhering to the rules is best but if you must make changes, you generally have to work around their schedule, which means being in line 10 minutes before they open their desks if you want to resolve something quickly.
Keep this helpful information in mind the next time you cruise and chances are your complaint will be wellreceived, taken care of effectively, and in a timely manner.
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