Complaining On A Cruise: What Could Go Wrong?

Aria Freeman

4 min read

Post on May 01, 2025

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Common Cruise Complaints

Cruises, while generally enjoyable, aren't immune to issues. Understanding common complaints can help you prepare and know what to do if something goes wrong during your cruise vacation.

Cabin Issues

Dirty cabins, malfunctioning appliances, and missing amenities are among the most frequently reported cruise complaints. These issues can significantly impact your enjoyment.

• Examples: Mold in the bathroom, a leaking faucet, a broken showerhead, a non-functional mini-fridge, missing towels or toiletries, and a lack of promised amenities like a balcony view or specific bedding.
• Best Practices: Report any cabin issues immediately to your cabin steward or guest services. Document everything with photos and videos as evidence. The earlier you report it, the quicker a solution can be found. Keep a record of who you spoke to, when, and what actions were promised.

Food and Beverage Problems

From subpar cuisine to service snafus, food and beverage issues are common cruise complaints.

• Examples: Undercooked or spoiled food, long wait times for meals, incorrect orders, issues with alcoholic beverage packages (quantity or quality), and difficulties with dietary restrictions or allergies.
• Best Practices: Speak to your waiter or server first. If the issue isn't resolved, escalate to a supervisor. Keep your receipts and any documentation related to your order or specific menu items. If you experience food poisoning, seek immediate medical attention onboard and report the incident to guest services.

Shipboard Activities and Entertainment

Cancelled excursions, overcrowded activities, and malfunctioning equipment can all detract from your cruise experience.

• Examples: Cancelled shore excursions due to weather or unforeseen circumstances, extremely long queues for pools, jacuzzis, or other popular activities, broken gym equipment, and misleading advertising regarding activities or amenities.
• Best Practices: Check the daily schedule carefully. Understand the cruise line's cancellation policies for excursions. Report any malfunctioning equipment or issues with advertised activities promptly to guest services.

Customer Service Issues

Rude or unhelpful staff, unresponsive staff, lengthy wait times, and an inability to resolve problems are unfortunately common cruise complaints.

• Examples: Staff ignoring requests, difficulties contacting guest services, and problems getting compensation for issues experienced during the cruise.
• Best Practices: Be polite but firm when addressing concerns. Clearly and calmly articulate your complaint and desired resolution. Request to speak to a supervisor if the initial staff member is unable to assist. Keep a detailed record of all your interactions, including dates, times, names, and what was discussed.

Medical Issues

Inadequate medical care, high medical costs, and a lack of accessibility for passengers with disabilities are serious concerns.

• Examples: Long wait times in the medical center, unexpectedly high medical bills, and insufficient facilities or accessibility for wheelchair users or passengers with other mobility limitations.
• Best Practices: Check your travel insurance coverage before your cruise. Understand the capabilities of the ship's medical facility. Document all medical interactions, including diagnoses, treatments, and costs.

How to Effectively Complain on a Cruise

Addressing cruise complaints effectively requires a strategic approach.

Document Everything

Meticulous documentation is crucial. Gather photographic and video evidence of any issues. Keep receipts, notes of conversations with staff, and record names, dates, and times of all interactions. This comprehensive documentation strengthens your case when submitting a formal complaint.

Follow the Complaint Procedure

Start by addressing the issue with the staff member directly involved. If this doesn't resolve the problem, escalate your complaint to a supervisor. If necessary, proceed to guest services, and finally, contact the cruise line's corporate office.

Be Polite but Persistent

Maintaining a calm and polite demeanor is essential, even when frustrated. Clearly articulate your complaint and your desired resolution. Persistence is key to getting a satisfactory outcome. Avoid aggressive or confrontational behavior.

Know Your Rights

Familiarize yourself with the cruise line's terms and conditions before and during your cruise. Understand your rights as a passenger under relevant laws and regulations.

Consider Legal Action (if necessary)

If you have significant unresolved issues after exhausting all internal complaint procedures, consult a lawyer specializing in maritime law.

Conclusion

While cruising offers a fantastic vacation experience, understanding how to handle potential problems is crucial for a smooth trip. Knowing how to effectively complain on a cruise, documenting issues thoroughly, and following proper procedures will significantly improve your chances of resolving any problems that may arise. From minor cabin issues to more serious service concerns, being prepared will help you enjoy your cruise vacation and avoid unnecessary stress. Don't let a bad experience ruin your cruise – learn how to effectively address your concerns and navigate the process of resolving cruise complaints. Properly handling cruise complaints ensures your next cruise is a truly memorable experience.