Cruises - Poor complaint handling
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You should always expect service providers to have a proper complaint handling procedure.
If you raise an issue and find that it isn’t resolved within a satisfactory period of time, you can make an additional complaint via Resolver about the service provider’s handling of the complaint.
If you’re still unhappy with the way you’ve been treated, you can consider escalating your case to the appropriate consumer forum.You should know
- Before your cruise, ensure that you have adequate travel insurance which includes cancellation cover in case of an issue.
- Monitor weather reports before your cruise and check to ensure there are no cancellations or delays to service.
- You are entitled to compensation if your cruise is delayed unless it is caused by poor weather or other unforeseen circumstances
- A majority of cruise companies will include a clause in their terms allowing them to change the schedule. Read the fine print carefully to avoid any hassle.
Changes prior to departure
If the changes to your cruise are significant, you have the right to request a refund, or to request an alternative package. If the package is of a lower cost, you can request a refund of the difference.
If there is a change you can complain, however, the cruise company will have a clause to allow for changes to the itinerary, as there can be a number of reasons for the change in the itinerary. If there is a significant change then you can make a claim. The cruise company is required to make alternative arrangements or to compensate you.
How to file a cruise complaint in India?
- You should submit a written complaint to the cruise crew indicating your distress. You should also be able to explain your issue in detail.
- If the crew is unable to resolve your issue, or if you are not satisfied with the outcome, then you have the option to escalate the matter by approaching the customer care of the cruise line company. Alternatively, you may alert your travel agent or booking agent about the same and expect a solution within a reasonable time.
- If all else fails, you have the option to serve a month's legal notice to the cruise service provider to allow them a chance of rectification. If they still fail, then you should file a formal consumer case at an appropriate consumer forum.
Can I upgrade my room on-board?
Based on availability, a cruise ship may allow you to upgrade upon paying additional charges.
Is there any baggage limit?
Cruise lines have different luggage weight limits. You must check with them before packing.
Safety & Emergency
For passengers’ safety, every room in a cruise should be equipped with life-jackets. There must be enough life-boats on board. Inquire about the safety measures before boarding the cruise. The crew should also explain safety measures and what to do in case of an emergency. The crew is also expected to be trained to cater to medical emergencies mid voyage.
What if I miss my on-going travel plans?
If you miss a connecting transport service due to a delay or cancellation, your cruise operator must make "reasonable efforts to inform the passengers of alternative connections". However, the cruise company does not have to pay you any compensation for any missed connections.
Ensure before you travel that you have travel insurance. This will cover you in case of a delay or cancellation of your travel. If you make a claim under your travel insurance and if the issue is not resolved after eight weeks, you can take your case to the Insurance Ombudsman who will look at your case from the perspective of what is fair and reasonable and provide for free a decision that is binding on the company.
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