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Let’s face it. Things aren’t always going to be the way you planned or hoped. Pipes will burst, flights will get delayed, that rental car may not be available, and you better believe that steak won’t be medium rare as ordered.
Cruise ships are no exception.
Crew members will, in most cases, do their best to accommodate and solve any issues you may encounter while on board. But just like with any human interaction, the right idea, or feeling, may not come across the right way, leading you to feel unhappy with the results. Our natural reaction will be to lodge a complaint, which may or may not lead us to the outcome we hoped for… but wait. There’s more to it than you might think.
It’s no secret that cruise line employees will go above and beyond to assist, in my honest opinion, more so than in most hotels. However, when you don’t hear what you want, you may feel the need to shoot the messenger.
It is one thing to complain about certain terms and conditions involved in your cruise you may disagree with (i.e. beverage package inclusions, excursion cancellation policies …), and another is complaining about the crew member in particular.
The main idea of this article is to have you take a moment before doing something you don’t mean to do, by letting you in on what happens as a consequence.
Being held to a high standard of service also means strict, even severe, consequences when complaints about a crew member arise. And no, they are not always justified. Let’s take a moment to look at the situations from the worker’s perspective.
In our line of work, guests will sometimes complain about us. It may be due to an error from our side, our attitude (yes, some of us have one), or it can even be due to the guest’s desire to justify not tipping (also known as PURE EVIL).
When complaints happen, higher management will take it VERY seriously. It might affect the crew member’s evaluation, hence hinder any possible promotions. It will definitely lead to some very unpleasant conversations with their Supervisor, and cause an overall feeling of discouragement and disappointment. All of this, in most cases, for free.
A few years ago, I welcomed a couple on embarkation day, along with the rest of guests embarking that day. Nothing special about our interaction, just pleasant and friendly as with anyone else. I ran into them 2 times throughout that week, and greeted them, always asking if there was anything I could do for them.
Come debark morning, I was informed by my manager that they had just passed by the Guest Service Desk to complain that I had been unfriendly to them on embarkation day, clearly, in an effort to skip tipping. My manager, not quite a fan of me, used this situation to change my upcoming evaluation, as I was going on vacation shortly after that. Luckily, I was not on the lookout for a promotion, but this would have definitely made it harder to reach.
Surprisingly, I have encountered guests who had more than justified reasons to complain about someone on board, and chose not to, as they somehow knew what that would mean for the crew member.
Bottom line – before giving in to the bitterness of an unpleasant situation, think of the consequences to your actions, and choose to live by one of life’s most important rules: Don’t do to others what you wouldn’t want done to you! – ThatGuy
Advertiser Disclosure: Frequent Floaters is part of an affiliate sales network and receives compensation for sending traffic to partner sites, such as CreditCards.com. Some or all of the card offers that appear on the website are from advertisers. Compensation may impact how and where card products appear on the site. This site does not include all card companies or all available card offers. Opinions, reviews, analyses & recommendations are the author’s alone, and have not been reviewed, endorsed, or approved by any of these entities.
Responses are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser's responsibility to ensure all posts and/or questions are answered.