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ITMI ? of the Week – Stories in the News… Share and Learn…Cruise Line Changes

Monday, May 18th, 2009

Hi Guys…I am not a cruise director but I do various tours for the cruise lines when they are in port. Actually, the pax were all in good humour and did not seem to be bothered by the change of itinerary when they landed in SF. How could they be upset? The weather was beautiful and  they had fabulous local tours. They loved it here and we all had alot of fun! It all depends on what you make of it! Hope you guys are well!  Susan

 

When cruising anything can happen, it is the prerogative of the Master (Captain) to change the itinerary. Each time the decision is made to change/skip ports, it is in the best interest of safety for the guests. Inevitably the local news crew will interview then air the most hysterical passenger, I’m always thinking, ‘the cruise line did the what best for you!’
 
While hosting a ’shopping cruise’ in December we had to skip Turks and Caicos due to inclement weather. An announcement was made by the Captain about the change and why. Then the Cruise Director came on the intercom and announced all the ‘day at sea’ activities now planned. If this happened to you while hosting you could could do a few things….write a note on the letterhead provided to you by the tour/host company (in my case it was a travel agency who hired me.) Pick an event and invite everyone to join you, or you could write a note advising you will have a new ‘desk’ hour or a coffee hour, advise time and place. Deliver notes to tour guests cabins. It is nice to let the tour group know they can check in with you on this unexpected day at sea.
 
This change in itinerary, usually one port canceled is only 5 hours of the total cruise. I kept in touch with the company who hired me via Internet. I had the support of them and the contacts I made on board as a tour leader. Port charges and taxes are returned to the guests due to not visiting the port. Sometimes the cruise line may offer a complimentary cocktail party, a bottle of wine, or even a ship board credit in compensation. But the cruise line does include in it’s cruise contract the right to change the itinerary without compensation. 
 
If it is an entirely new itinerary, keep your office hours, sympathize with the guests disappointment, but don’t take it personally. Diplomatically support the Captain’s decision, because there is nothing you can do about it. The cruise line knows more about the situation, it is unacceptable for the company to take a risk and expose guests to illness or danger.
 
A few reasons an itinerary would change: 
-political unrest
-contagious disease
-weather/predicted weather
-a general strike of shore workers/transport workers
Jill
Hi Ted & Randy,
 The only time this happened to me was when we couldn’t go into Jamica and 
ended up with an extra sea day. So I got a room and had two seperate talks,
1. Off shore banking
2. Pirates,and Columbus.  
The cruise line was very good to me for giving me this room for my talks.  If memory serves me right I believe I was on a Celebrity line. 
Hope this helps. 
Charlene
Hi Ted and Randy,
I am no longer an active cruise director, but may get involved again in the future.  I would have to talk to either one of you first.
In answer to your question:
The cruise documents clearly state that they will cancel ports of call/cruise, for reasons of weather, or any other natural disaster, ie: swine flu.  All passengers are subject to these rules, whether or not they are under the leadership of a group/company director.  I believe, what is, is, and have explained that, in the past, to my very disappointed passengers.  I also explain that the cruise lines want the best PR possible, and will go to great efforts to avoid cancellations, however they are responsible for the safety of thousands of people per cruise.
Regards,
Fran

Good Day!   

As group director, we always had some who played cards, read books while others took advantage of on board daily activities such as daily bingo, bridge, swimming and lectures on local environment.  To date none of our cruises were cancelled or had port problems.

Usually our group members are very independent and diverse with their own daily fun things to do; therefore, we would meet for dinner, participate as group with one or more cruise director’s fun evening with mystery play, bowling and singing contest.

Bad weather just kept us in our rooms with prayers.  We enjoyed music and TV if possible.  Hugs with smiles and keeping happy thoughts were always welcomed.  We prayed often and daily blessings are a must in our circle.  Marva 

 
And what to do when you have to evacuate a client while on a cruise and two days from any port!   Ah …. yes ……   My first cruise as a tour director!  What an initiation!  Too long to report.  Will have to have a chapter in my book!
 Good luck! dale
Typically cancel or change by the cruise line will result in a few choices (always subject to each cruise lines terms and conditions)
 
Before sailing – PAX could be offered full refund, credit towards another cruise or take the sailing alternatives offered.  In this case cruise host would really not be in the picture yet as it is pre-sailing and would adhere to policy of tour company and/or cruise line.
 
During sailing – All cruise lines have the disclaimer to reserve the right to alter the itinerary of any cruise for any reason and to substitute the vessel with another for one or more cruises or to change ports of call due to weather or unforeseen circumstances.
 
With that said if I were the cruise host or tour director (of course first check with your company whom employed you for cruise) but foresee this change of ports as quickly as possible and be reactive for the group by discussing with CRUISE GROUP COORDINATOR OR PURSER what they will do for your group.  Some polite demands might be:
   

  1.  
    1. Request complimentary cocktail hour to explain to guests their options once you fully are aware of them.
    2. Request your guests have free internet access to notify family and give them an exclusive dedicated time to use it just for your group to avoid crowds (a plus since most cruises charge high internet fees)
    3. Give your guests the new shore excursions they may be likely to participate in and offer a win/win situation for the new ports of call….plus offer next cruise credits for future sailings
    4. Lastly offer them partial refund ONLY if cruise line and your company authorize it IF the guests just want to disembark and leave ship at new port of call.  If they have insurance they may still have to pay for changes in air ticket or other expenses since it may be deemed voluntary even with the circumstances.
    5. Request on-board ship credits for each person in group that would apply to their account for gift shop/bar/shore excursions etc.
    6. Change the situation to be unexpected but now a special cruise stop at new port and they can redo the original sailing at a better time.  Safety priority is higher than the initial disappointment and risk.

In any case it really is a per case basis and all comes down to what the cruise line will allow but DON’T WAIT FOR THEM TO COME TO YOU GO TO CRUISE PERSONNEL TO WORK FOR YOUR GROUP AND OFFER THEM SOLUTIONS.

I did have experience of totally missing Uruguay-two ports of call.  One due to weather and the other due to barges blocked in the narrow canal.  The captain had a champagne complimentary cocktail hour for everyone and explained safety risks and reason for avoiding the two ports. 

Sure most were very unhappy and made demands but it is no different then the airlines during weather delays when they advise you and you fly voluntarily or don’t fly and get refund or have change penalties waived.

The cruise made some recovery to the situation as listed above but since I was on greatly reduced sailing discount, made no demands and left it as being unfortunate but the risks you take in travel.  I am sure others got future sailing credits etc.  Again change of ports is the disclaimer already set in place in each cruises Terms and Conditions.

Hope this helps, as always ALL things are subject to change and ALL PAX SHOULD HAVE TRAVEL INSURANCE.  War and weather issues are never covered by insurance. Bon Voyage! Paula 

 

HI Ted and Randy,  
I had a couple who were booked on a cruise to Mexico.  The cruise line offered them in place a cruise to alaska with $200 extra on board credit each.  I assured them that they would have a great cruise to Alaska and that they would enjoy it immensely.  Being Australians who had never seen snow or ice I promoted the Alaskan cruise with this in mind. I also gave them clues as to what to see in each port of call.
Robin 


It took me awhile sort out how to answer your request.  Many of the things we do on ship are like what we would do as TDs on land and never are 2 proplems the same. I hope this will give you something for the website.  Ted and Randy

I will try to answer your questions as I have witnessed.  

First, I wish to make it clear that I was only an “assistant” cruise director and as a hostess my duties were social not decision making or policy making variety.  I never held a position that would make me the dissension maker for the ship.   

Major decisions would have come from the head office back on land.  The ships complement is the conduit from land to sea and as such they are on the front line, much like Tour Directors are while on tour.  We must remember any decisions made are in the best interest and safety of the guests and ship alike. 

The first and most important action of course is, Attitude with a capital A.  Smile at all times.  If the guests see the staff as grumpy and down, the mood will turn ugly very quickly.   By the way do not “over do” that happy stuff either as that will also irritate guests!  I have seen this first hand.  When a change was needed for a shore excursion, the Shore X gave such a glowing description of the change and what different and “better” itinerary was going to be given, the guests all raved about the new tour.  Just canceling the tour would have in affect been taking something away, even with a refund, the guest thinks of their spoiled “vacation of a lifetime”. NOT GOOD! 

Make it clear as to why the change has to occur.  Be honest and positive without overdoing it.  Too much information is not necessary and can be a determent to the mood of the cruise.    I have witnessed different ways of handling the same problem.  The “stiff upper lip” and the “brain overload” options do not work in the favor of the ship and for that matter the guests.  When it was necessary to make changes in the schedule, the Captain only said “we were making changes without giving any reasons” the rumor mill went into high gear all around the ship, even the crew.  The reasons that the guests and crew alike came up with were much worse than what the real problem was.  NOT GOOD!  On the other hand I have witnessed the same effect from too much information!  The guests then decided that we were covering up the real story with gobbly-goop, NOT GOOD either!   It is wise to remember that with the information highway out there today the guests will soon find out via the news, telephone or internet, what is going on.  Best to keep it straight!

Make the change more interesting by giving information, extras, activities and such.  We have, depending on the nature of the change rearranged times to fit the new schedule, extended meal times, added activities that keep the guests busy and if it involves a different port we will come up with new tours and information about the area.  Of course refunding and compensation happens depending on the nature of the change and the mood of the guests.  Every incident will be acted upon differently, as every incident is unique unto itself.  If, heaven forbid, the cruise ends early, late or in a different port they will do all they can to make it a smooth transition for the guests. 

 As you may have guessed the cruise lines have not as yet been able to control Mother Nature or Mr. Murphy, though some guests think we should.  Wind, floods, landsides, rain and the like can change the ships routine and route.  Some other change makers can be of the military, mechanical or medical nature and now we have to think about those pesky modern day “pirates.”  By the way pirates are not new, we just have not heard about what happens on the high seas.  I will be quick to add, the pirates have been kind enough not to take on cruise ships in recent years.

I think any good Tour Director can easily draw some parallels between land and sea.  The bottom line is GOOD COSTUMER SEAVICE!  

As a TD there are times you will be on a ship as a part of your tour.  As such you are the guest’s lifeline!  If you ever find yourself facing a major change while in route you can be of great help to both ship and guest alike if you follow these few rules.  

1. Act to the level of need, do not over react!

2. Find out what needs your guests have so you can be direct with your questions to the front office.  By the way, if you do not get answers right away, remember they may not have answers as yet.  

3. Setup a meeting time and place to give out the information to your group, as often what your group is doing will differ from the overall information that is put out to the whole ship.  Often this can be as easy as telling the gests to stop by your desk to get updates.  (you know you should have a meeting place ie. desk so people can check in when needed)

4. Reassure your guests everything that can be done, will be done.

5. You should make it clear that you will interface with the ships liaison for them.  This will cut down the number of people that go to the front desk to get information, the guests will see you doing your best to help them and it keeps the number of “different answers” that tend to crop up, to a short list.

6. By all means try to get as much help as possible for your guests but remember that you should not take up to much time and do not be overly demanding!  This only causes the help line (so to speak) to dry up and you are left with unhappy guests and little help for them. 

7. Depending on the severity of the problem it is always a good idea to let the tour company that you are working for know what is happening as well, so they can be working on it from the other end too.

I could go on for a long time and go into great detail about some of my adventure on the high seas, but you said keep it short, well, OK, I was not all that short but I tried to divide it up so you can break it into small blocks as needed.  I hope this is what you were looking for.  If you want the real stories of what happened, I am not sure they would be as interesting and besides you probably would not believe some of them anyway!

I will always be grateful for the help ITMI gave me in getting started in the tour business and would like to give back in any way that I can.  Please let me know if there is anything else I can help with.Nyla  ITMI grad 1999

I have had two cruises that immediately followed severe storms the prior week.  One cruise docked as scheduled in Antigua.  All the businesses had their doors open and rugs outside drying–the buildings had all been badly flooded.  Nothing was interrupted from our point of view–we still visited the sites and were able to shop although it was a bit muddy in places.
The other time was going around South America.  We were able to dock at the Falkland Islands (they hadn’t been able to the week before) and we went through the Beagle Channel (they hadn’t the week before) and had no problem.  The trip before the same crew told me the waves were so bad that even most of the crew was ill.  The bow of the ship was out of the water.  I don’t know how to properly describe what they told me they expereinced.
The South American cruise had one other ‘what might have been a catastrophe.’  “The cruise departed from Buenos Aires and shortly docked in Montevideo, Uruguay.  We were to pick up all the food for the 17 day cruise there but the plane bringing the food had landed in Colombia and that government wasn’t allowing it to take off.  The outcome was we never got that food and the crew had to shop at every port thereafter to buy all local food for the ship.  We had some different and interesting but still delicious meals.  Finally, a shipment of food eventually got to us at one of the ports on the west coast in Chile just shortly before our trip concluded in Valparaiso, Chile. 
Another time The Big Red Boat which had left out of NYC  for Nova Scotia went into bankruptcy durnig this cruise which was about two weeks after I had lectured on it.  The passengers  and crew were disembarked in Rhode Island on the return to NYC.  The passengers were taken by bus to NYC, I was told.  Probably, not a lot of happy campers…
More than once passengers have passed on during the cruises I’ve worked on and the passengers are never aware of this.  The individuals are taken off the ship by helicopter during the night when this has happened at sea, I’ve been told by Ship’s Officers. 
My experience is that the cruise lines do a fantastic job of seeing that the passengers have a positive expereince.  I hope this helps.
Carole 

 


 

 

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ITMI ? of the Week – Stories in the News… Share and Learn…Cruise Line Changes

Monday, May 18th, 2009

Hi all, crunch time these 2 weeks for student tours of Sac/Coloma areas, fun to work with the 4th graders, cute age… Thank you for thinking of me for French Language CA/SW tours.. I’ll be more available as of later June…

Great appeal.  I’ve got lots of stories, one of the more unbelieveable but true to was to delay departure from Ushuaia since the ship was in port arrest.  I organized walking tours FAST still ashore, forgot what I explained to pax,  I believe a  ” 1technical difficulty’ of course good that the crew was doing a thorough check before our 38 day sail from the tip of S. America to the Caribbean.’”

Small ship cruises to Antarctica was full of weather considerations.. Sometimes 1/2 of group off, had to get back in a hurry, rest of group couldn’t go.. but pax prepared for this in advance.

Other ports of call… once in calm W S. Am waters we couldn’t access some port for some reason so captain let us swim off gangway. I organized a synchronized water ballet show with some of the lady pax willing to be recruited that was a terrific success.. our audience above had a great view, the Russian crew LOVED IT!

I did costume contests with what was on board; a real fun art show of some Inca Goddess, xeroxed same image for all & told them it would be judged on creativity alone, again, with what they could scrounge around for abroad… SUCH FUN!  cantaloupe rinds for “leather moccasins”.. Contact pills opened up, the colorful contents became beautiful beads, etc.  Had the Russians crew again become the judges, again, they totally had fun themselves!  I got everyone involved… ANd all participants got some sort of prize…

So theme was to keep people busy & distracted, let them express themselves while riding out whatever storm at sea.. Probably made up compensation in next port with extra walks of neighborhoods, visits to local markets to buy local produce, whatever, it’s been a long time ago…  buy bakery goods at several bakeries & hold a “blind tasting” of which bread the best, etc. simple stuff… insights into local cultures.

Oh yeah, make maps, (way pre GPS & all the more reason to do it now to teach those dying skills of map reading)  did that on the Chilean Fjords, then made a puzzle out of it.. still have it… GREAT educational all involving activity…  Offer local dance lessons… that sort of thing…

Sorry, got to get back to reconfirmations right now! Dixie 

 

Overall, I had very few problems but they did occur.  Generally, I used a suggestion from ITMI: If there is good news – YOU tell the pax, if there is bad news, let someone else tell them!!  Then, I was supportive and understanding, and, nearby - to remind them that all travel is an adventure and we are all safe and healthy (in spite of this chnage of plans).  

Thankx for asking!

 Jory.
Hi Guys,  Fortunately this has not happened to me.  I was on a Princess cruise to the Mexican Riviera two weeks before the “pig” flu came into being and we had no problems.  The news from here was that kids on spring break could have cared less, they were there to drink but the more mature set were not at thrilled to have been rerouted to Catalina, Santa Barbara and San Diego.
Regards, Cynthia 
Fortunately, we have had only once cruise miss a port and that was in Egypt during problem there.    The ship went to a port in Greece where the first Olympics where held and paid for the excursion.    Hugh 

Dear Ted & Randy,

To date I haven’t been a cruise host/tour director on a cruise line. If I was planning though to be, as on land I would have planned a lot of ”what if” situations, so I could be comfortable presenting them to the group and keep on having fun.  Always have games, maybe produce a last minute fun contest for all to participate.

I remember once I was having an Opera tour to Santa Fe, where all the participants were Opera buffs.  They all wrote the libretto for their favorite Opera and at the farewell party we read all 16 of them.  I can’t tell you the laughter that produce and made it to be the highlight of the tour.

Regards to all, Stella

 

One of my earliest trips to Alaska, (probably in 1979) was slated to begin with an Inside Passage cruise segment departing from Vancouver. We were supposed to depart at 11 am, so most passengers had stayed overnight at local hotels. Some necessary crew members were late (It had something to do with a bar fight and sobering up in jail, but the upshot was that we didn’t actually depart until about 9:30 that night. The Captain decided that since it was dark, and there was no scenery to see, he could go outside and catch up time. Alas, there was a storm that night. The boat was an old scow without modern stabilizers. Next morning there were only five of us at breakfast. The remainder of the ships company started to emerge about 1:00 pm. There was little I could do, as my tour members were not even in shape for an impromptu party. That night the Captain gave a cocktail party but it fell a bit flat as I had expected. Fortunately, the remainder of the tour went well, and I was able to joke about it AFTER we got off the ship.   smr

I haven’t had the problem, as I only do local tour work in the Palm Springs area and we don’t have an ocean!  Randolph  (RM)
Dear Ted or Randy,     

Depending on where the destination was, I would look towards whatever island or city was close by and make  arrangements for our cruise ship to come into their port and provide some entertainment for the guest to enjoy and give them maybe a small token of that place free of charge due to the circumstance’s which was bestrode to them on their memorable vacation. I would try to make it fun and exciting and say this was a surprise that we added on trip for you all. ( Just like if I got lost in S.F. I would say ” Were taking the senic Route) haha!!Tell them that and say “How many of you are up for some adventure today? It’s going to be fun!!

Find out before you get there what there known for and make a treasure hunt for them and award them w/a prize of some sort from there. FUN,FUN,FUN!!!! Sherri

Ted and Randy,
From a travel agent’s point of view, the cruise line has the authority to cancel or change ports due to weather.  Many cruise lines also stopped going to Mexico ports due to the swine flu.  They always want to look out for the safety of all people on board.  
Terri
Wish I had ( and glad I hadn’t ) had such experience…… cancelling due to health scare.  Would love to learn from those who had. 
Had a train scare in the wilderness of Ontario, Canada 2  years ago.  The affected cars were left behind at the station and the rest just carried on the journey.
Diana 
When I worked for Royal Caribbean Cruise Lines and there was weather or anothter situation where the port was changed, the passengers understood and never complained.  The will go along with the change in plans – somewhat an advanture for them.

Wayne 
  
    

TED,RANDY
So far the cruise lines are canceling the tours but they are offering extended dates to take the offered tour.R C T had a tour disembark in Jeneau and had 2  two     confirmed cases of swine flu. Interesting no.
                                          Steve 

 

 

 

 


 

 

 

 

 

 

    

 

 

 

 

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ITMI ? of the Week – Stories in the News… Share and Learn…Cruise Line Changes

Monday, May 18th, 2009
For those of us who do local guide work from the ports (long Beach and San Pedro), it has been a bit of a boom.  There have been more LA City tours and other local excursions.  I even dispatched a shuttled to Long Beach for 4 hours after my last tour.  So for the local economy and Catalina this has been wonderful.  Yes, we’ve had to deal with some very disappointed passengers who thought Mexico was going to be the focus of their cruise.  For most, they deal with it and then move on and enjoy the sights we have to offer here.  Judging from my tips, they were NOT disappointed! 
The best to all of you, Suzanne
   

 

I hosted 38 German travelers from April 26 to May 3 on Royal Caribbean Cruise Line. This cruise begins/ends in Miami with stops in Haiti, Jamaica, Grand Cayman and Cozumel, Mexico.

 My group was especially excited about the stop in Cozumel, where our excursion was to take us to Tulum and the Mayan ruins. But upon leaving Haiti, the captain announced that, due to the swine flu, we would bypass Mexico and spend an extra day at sea instead. The initial disappointment among my guests was huge.

 On our first dinner, I noted that no hand sanitizers were being offered. My technical contains everything but the kitchen sink and I was able to supply every room of mine with a sanitizer. Just in time, on day three, (arrival Haiti), automatic hand sanitizer dispensers had been placed throughout the ship. In every announcement the importance of hand washing was stressed, in 5 languages. RC provided me with a hospitality room and assured me that they would do anything in their power to make the extra day at sea fun for my guests. We had a “Beer Garten” evening sponsored by my tour operator; it was a great success and I had guests from all over the globe thanks to my group who was now in a celebrating mood. The bartender showed great team spirit, allowing me to point out to him who was my guest and who was not. Afterwards we joined the ship’s cruise host in a Salsa evening. The extra sea day was filled with fun activities, games, dancing, 30% off on spa treatments, yoga classes, etc. It also was the sunniest, calmest day of the cruise. The most stress I encountered was to plead with my guests to use sun block.

RC credited the pax for Cozumel’s port charges and excursions in Mexico. Otherwise, this incident was an Act of God (well, of someone else). As for my tour operator, I am not informed of applicable liability and/or refund procedures. Judging from conversations of my guests, by day seven their attitude was: sh.. happens.

Another cruise line, traveling the same route, opted to shorten the cruise by one day. Which option was the smarter one financially? I suppose one would have to compare running the ship vs. paying hotel accommodation and flight changes. In my opinion, RC made the right choice; eliminating stress and confusion for the pax, keeping them informed and offering a great day at sea. Uta 

 

Remember the Noro Virus and the QE2 porting in San Francisco as the “sick ship.”  As I was getting ready to board a news broadcaster interviewed me and asked aren’t you afraid of getting the Noro Virus and I candidly replied, NO, I am healthly and if I do get sick I will recuperate.  The news media had created such a panic but nothing was going to stop me from my world cruise journey that I paid  big bucks to go on.  When you are in vacation mode you deal with whatever calamities may occur.  Positive attitude and gratitude will get you through any obstacle and prayer.
 
There have been many occasions when we couldn’t port because of weather and civil unrest at a port of call but the Captain always communicated with the passengers the importance of our safety and then let the vodka flow.  Concern for the safety of your passengers will always dictate whether you port or not.
Namaste, Patsy 

Hello, 
On the Norwegian Star, the Group Hostess and I work together to plan special events–such as Ice Cream parties, Teas,  Trivia parties, all in our own special State Room, and I prepare storytelling related to the area to stop.  It seems like there is more need to identify with their inner circle of friends and keep it very upbeat. 
Evelyn
I never had a problem on the 10 or 12 cruises I did…
Rocky
Hi Ted and Randy,
 I have always worked as an agent, and I happen to live in Mexico (now for 7-1/2 years). From my point of view (and that of thousands of others here who know the reality) the US media and the cruise lines have gone into extreme overkill, spreading international fear and panic about this swine flu thing and they are negatively affecting the economies of Mexico and many other countries and international businesses. It sells newspapers and people tune into their TVs for their daily dose.
 
As a tour director (which I do sometimes, escorting my own tours), I would do all in my power to explain the situation and give people the feeling that things were under control. I would keep my personal feelings under wraps, but cruise lines and tour companies certainly take people to countries where there is malaria, and malaria kills thousands daily. What is out of control is the media, which is forcing the cruise lines and tour operators to react this way.
 
That’s my two cents’ worth. Thanks for asking, and please, if you believe what I’m saying, spread the word.
 Julianne 

Well, as I’m currently just working locally (though I’d love to go back over the road, especially internationally & on cruises :-) )  I , as many of our local guides reaped the benefits of the swine flu & ships making changes in their itineraries.  I felt especially bad for the folks who happened to visit SF during our late spring storm a week ago because they were expecting warm days & tropical breezes.

So, I showed up at the pier w/ my umbrella, which once openned looks like a palm tree, to give them a palm tree of sorts, then pointed out the lovely palms along the Embarcadero, and then again on Dolores St.  I also pointed out the Latin American inspired architectural styles, explained in my commentary how we were once PART of Mexico/Spain, –just look at the names of the streets, our City, the State….all hispanic names.  If I didn’t have to follow the directions of what the cruise line printed, I would have done a more thorough in depth Mission district tour (which I specialize in anyway).  They all seemed to have enjoyed the tour regardless that it was decidedly NOT Puerto Vallarta.  Jean 

 

Travel to Mexico…

While not active in the business, I do travel a lot, and recently (Friday, May 9) returned from Mazatlan. Although a few people had surgical masks, most did not. No cases of H1N1 have been reported there, and the children, out of school, were merrily playing in their parents’ places of work. Hotels are near empty, planes half-full (I upgraded on Alaska Airlines both down and back), and the crowds are sitting home, afraid. They do check temperatures (forehead) upon arrival and departure, but security lines are short. Mazatlan is still a beautiful city with warm and wonderful people. Don’t be afraid! Wash your hands, and live as you normally would.
Betty 
In my past experiences whenever there has been a itinerary change, if it’s during the day I open up my hospitality desk to answer questions.  I usually have some documentary video’s for the trip and can schedule a movie day if it means another day at sea.  I also have group dinners where we all can eat dinner together. Try and keep updated on everything so you can keep everyone informed.  Sometimes the ship will add activities if there will be more sea days.  Main thing be available and visible! Pat 

Last week Princess Cruiselines sent their Sapphire ship to SF instead of Mexico and many of us got work doing various tours.
Alan 

Well, I am not on the cruise circuit but San Diego has benefitted from this. During this time we are becoming an alternate port for the Mexican Riviera Cruises.  There have been many opportunities for step-on city tours.  Since work here is slow it is a very nice opportunity.

Janet 

 

Dear Randy and Ted:
All cruise lines have in their ticket that the ports of call can be changed due to weather or other situations (swine flu).  This is at the discretion of the Company or the Captain.
 
Passengers think they are going on the cruise for the islands they are going to visit, I proceed to show them the cruise is really about the time they have on board the ship or whatever islands they are able to visit.  I try to help them have a good time with the cruise they are given.
 
I have had several experiences with changed itineraries.  I am sure no one would have wanted to land in Mexico. 
 Hope this helps,
Ulla
Ted,Randy,
 In my experience, the cruise line handed us flyers that told us about the illness that was on board the ship on the previouse sailing and offered the oppertunity to re-scheduleor cancle our trip.  I was talking with the cruise director on board as well as another TD/Coach Driver in Victoria, BC. who said that they have had to re-adjust their itenerary due to storms and illness.  They once ran into a hurricane heading down south to Mexico and re-routed up to Victoria and Vancouver instead.  Some clients were not happy, however most were comfortable with the change and they received ammenities like  ship board credit/ discounted deposits / replaced cruise it all depended on the circumstance.   Kathryn
Hello Randy and Ted   

This question of the week hit home for me because I work for Holland America and Princess and dealing directly with Carnival in Seattle with the Mexico routed ships now going to San Francisco, Seattle and Victoria BC. Now instead of 3 port of calls in sunny Mexico they get 3 port of calls in the US and Canada. Most people understand the change and are well informed about the change. The people need to understand the change was for their safety and well being. We do all the shore excursions for all the ships and talking to with thousands of people only a few are unhappy about the change. Seattle gets 3 ships wednesday and Thursday that were to go to Mexico and Friday 3 ships for Alaska, Saturday 3 ships for Alaska and Sunday 3 ships for Alaska. 
 
When you go on a Cruise it’s  about the Ship, the fun on the Ship, The food, Then Night life and service on the ship. Your group can have so much fun on the ship and get the best value for their money no matter where they go. You get better value when they change routes with on board ship credits, up grades and more.  No matter where you go you will have fun.
 
Now check the Carnival Cruises from Long Beach for 2 and 3 days for Free!! You just pay port fees.  

 

 

Paul 
Raise the odds on the slot machines in the casino.  They’ll never know anything happened.  Mark  :)
   

Conduct the tour w/o Mexico. if epidemic.
Go to the bad weather if not dangerous.
Had 2 with Cyclones in Mexico.No one complained (Puerto Vallarte).
Find out what the Cruise Co. wants to do…perhaps another Port of call.
Never cancel unless the pax do.
Thanks..love you guys and ITMI,
Maria
Most cruise lines have a clause in their agreements with PAX that covers cancellations of this sort due to bad weather, etc. In some of my experiences, only one port was ever cancelled on various cruises; PAX were disappointed but understood that it was done for their own good. For example, Bali was cancelled due to a cyclone; Margarita Island was cancelled due to an uprising; Djibouti was cancelled due to lateness (it took too long transiting the Red Sea).  The cruise director may have put on extra entertainment. Cruise passengers get over disappointments quickly as soon as they start looking forward to the next port or the next feature in the ship’s program. I found it better not to get involved since that might bring it to the forefront. Passengers never blamed me or expected me to do anything. They knew it was the captain’s decision.
 
However, I did have a group on a Cunard ship that got wrecked in a storm. We were half way through a cruise of the Canary Islands. We had to evacuate the ship. The cruise line made arrangements for an overnight in a hotel and tramsportation the next morning to the airport where a special charter flight took us back to the U.S. As a cruise host, I tried to act as a liaison to keep the passengers informed; I faxed the tour company with requests from passengers to notify families and friends of the change in their return (for airport pickup purposes). Passengers all received credit vouchers in the mail from the cruise line that could be used for another cruise. Judy 
Before meeting with the passengers create some other exacting programs to keep them busy and happy, these activities should fit the group once you have done that have a through and sympathetic meeting with them.  Alexander    


Hi to both of you,
As you may know, I have been doing some “meet and greets” and L.A. city tours for cruise ship passengers- mainly Princess Cruises but a few others as well.  When the “swine flu” news spread, the cruise line changed its itinerary for their Mexico cruises and included some ports that would not have been visited by these passengers.  Mainly they went along the California Coast to San Diego, Santa Barbara, and San Francisco and then some cruises included Astoria, OR, Seattle, Vancouver, and Victoria before returning to Los Angeles.  While some of the people were upset or disappointed, others were just glad to be on the ship and visit new ports.  The passengers I worked with were very upbeat and eager to see new places and very few complained.  Passengers returning to Los Angeles after their cruise were very happy and ready to go to other places..  Barbara



 

 

 

 

 


 

 

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ITMI Question of the Week

Friday, May 15th, 2009

Thank you for such great responses this week regarding our ITMI Question of the Week…

What happens when a cruise needs to cancel / change all or some of its ports of call due to bad weather or, as recently happened, the swine flu in Mexico?

We will begin posting your responses so we can all share and learn from each other.

Ted, Randy and the ITMI Staff

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