What has a cruise line done for you that was above and beyond?

crazy4disney · September 3, 2013

The "Tell Us About Your Very First Cruise" thread got me remembering that wonderful cruise in detail, and reminded me of one of the reasons why I hold Disney Cruise Line and Disney in general in such high esteem.

On that first cruise for my son & I, when he was just turning 6, they had a pajama party with Goofy in the kids' club that included each child being given a travel-sized pillow to color with fabric markers. The pillow said "Disney Magic" and had pictures of Timon & Pumbaa on it. My son loooooooved that little pillow so much, was so proud of it.

As it turned out, actor Ernie Sabella - the voice of Pumbaa - was onboard our sailing. I saw in the daily newsletter that he was going to be signing autographs that afternoon, so I suggested to my son that we go and he could have Mr. Sabella sign his pillow. So we wait in line and my son shyly goes up and hands over his pillow to Mr. Sabella, who had no idea that they were even giving out the pillows with Timon and Pumbaa on there. He was so excited, and told my son so in his best Pumbaa voice. He signed the pillow to my son as both Pumbaa and Ernie Sabella, and my son went off beaming like it was Christmas morning.

The last morning is always hectic, and in our rush to get out of the room the pillow somehow got left behind. We raced back from breakfast once we realized it, but they had already stripped the room. We were told to keep checking with lost & found. I called them every day for 2 weeks, but no luck. My son was heartbroken. As a last idea, I called DCL to see if I could buy another pillow. Walt Disney World has a similar service where you can call and order something after you get back, if for some reason you didn't get it while you were there. I explained the situation and begged them to sell me another one. The castmember in guest services told me they didn't have them there, but that when the Magic got back to port later that week she would see about getting an extra off the ship and that she would let me know. I never heard anything back.

A few weeks later, a box is waiting on the front porch. In it, a new pillow with Timon & Pumbaa -- personally autographed to my son all over again by Mr. Sabella. As it turned out, he was back on the Magic with his mom for Mother's Day, and they explained what had happened. He was happy to do it. (Which I definitely believe, because when I met him in the elevator onboard one time he was just *the* nicest and most approachable man.) My son was absolutely over the moon. And to this day, he still cherishes that pillow, and I wouldn't be surprised if he took it to college with him next year! Well hidden, of course. :tongue:

So what has a cruise line done to go over and beyond for you? Can't wait to hear everyone else's stories! :smile:

-gina-

jacketwatch · September 3, 2013

In 2006 we took a 10 day cruise on the Tahitian Princess, a small ship weighing 30k tons and I made a terrible mistake by booking a forward facing cabin. There was a great deal of sway and my wife became very ill from motion sickness. It was really bad. We tried to relocate but the ship was full. It got to the point where we just may have to get off it was that bad. One officer knew how sick she was and saw her sleeping near the pursers desk which was amidships. Later that day we heard our names paged to report to the pursers desk. This can't be good I thought. This same officer was there and told us an amidships mini suite had become available and asked if we wanted it. Heck yes! He mentioned how he knew how sick she was and thought of her when the cabin became available. He got some crew to move us ASAP and within 15 mins. the move was completed. He saved our cruise.

BTW our good fortune happened due to someone else's bad luck. The previous passengers in that cabin had to leave because the husband became very ill. He had several health issues and it got the better of him. I was told they were from NZ and had saved for a long time for this cruise and had intended to visit relatives in the Cook Islands stop, Raratonga which was cancelled due to choppy seas. I really felt sorry for them.

DebbieandJerry · September 3, 2013

We were stuck in the airport in Houston due to a rainstorm. I could see our luggage on the tarmack. I was livid but there was nothing that I could do about it. We get on the Carnival Sensation (Fla) and our luggage is brought to the room. Every piece is soaked. Every item of clothing is soaked. We have nothing to wear other than the clothes on our back.

I walk to the purser's desk and explain the situation. No problem, I'm told. Someone will come and take your luggage and clean everything up. Don't worry about wearing shorts to the dining room.

We go to dinner. Return to the cabin to find all of our underwear, socks, t-shirts and shorts have been laundered. Included is a letter from the ship stating that our remaining clothes will be cleaned and returned before dinner the next night and not to worry, all free!

Carnival did not have to pay for this as this was not their mistake. (And, we did not book our air with Carnival). Jerry and I were eternally grateful for that gesture.

crazy4disney · September 4, 2013

In 2006 we took a 10 day cruise on the Tahitian Princess, a small ship weighing 30k tons and I made a terrible mistake by booking a forward facing cabin. There was a great deal of sway and my wife became very ill from motion sickness. It was really bad. We tried to relocate but the ship was full. It got to the point where we just may have to get off it was that bad. One officer knew how sick she was and saw her sleeping near the pursers desk which was amidships. Later that day we heard our names paged to report to the pursers desk. This can't be good I thought. This same officer was there and told us an amidships mini suite had become available and asked if we wanted it. Heck yes! He mentioned how he knew how sick she was and thought of her when the cabin became available. He got some crew to move us ASAP and within 15 mins. the move was completed. He saved our cruise.
BTW our good fortune happened due to someone else's bad luck. The previous passengers in that cabin had to leave because the husband became very ill. He had several health issues and it got the better of him. I was told they were from NZ and had saved for a long time for this cruise and had intended to visit relatives in the Cook Islands stop, Raratonga which was cancelled due to choppy seas. I really felt sorry for them.

It had to be hard to know that your good luck came from someone else's misfortune, but I'm so glad it worked out for y'all! It sounds like they really cared that your wife was suffering, and that's awesome that they responded so quickly. Thanks for sharing your story!

-gina-

crazy4disney · September 4, 2013

We were stuck in the airport in Houston due to a rainstorm. I could see our luggage on the tarmack. I was livid but there was nothing that I could do about it. We get on the Carnival Sensation (Fla) and our luggage is brought to the room. Every piece is soaked. Every item of clothing is soaked. We have nothing to wear other than the clothes on our back.
I walk to the purser's desk and explain the situation. No problem, I'm told. Someone will come and take your luggage and clean everything up. Don't worry about wearing shorts to the dining room.

We go to dinner. Return to the cabin to find all of our underwear, socks, t-shirts and shorts have been laundered. Included is a letter from the ship stating that our remaining clothes will be cleaned and returned before dinner the next night and not to worry, all free!

Carnival did not have to pay for this as this was not their mistake. (And, we did not book our air with Carnival). Jerry and I were eternally grateful for that gesture.

Wow, they really did go above and beyond!! They need to put you guys and your story on a commercial... they could use press like that these days. I hate that you usually only hear the bad about companies -- but people tend to only speak up if they have an issue. That's why I love hearing stories like this. :-)

Thanks for sharing it with us, Debbie! :thumbup:

-gina-

jacketwatch · September 4, 2013

Thanks Gina. That wasn't the only health issue on that cruise. A woman in her 90's passed. There was a "code alpha" called overhead one night at about 0200. As it turned out that was their term for a code blue or a cardiac arrest. She was with her family on a 3 generation vacation. Very sad. We saw her hubby a few times afterwards and he looked lost.

During the cruise we kept seeing a single female in her 50's just having a ball, dancing with the crew, boozing, etc. Well as it turned out she was on a honeymoon and her hubby had to get off the ship early due to a severe allergic reaction to something on the ship, the carpeting I think. Well she stayed, partied and we saw both of them post cruise in the airport and they looked great together. Go figure. :D.

ametrinel · September 10, 2013

This may not mean much to a lot of people, but to us it was amazing. My husband and I took a cruise on the Oasis of the Seas in 2011 to celebrate our 25th wedding anniversary. When we were talking with our room steward, he asked if this was our first cruise (it wasn't) and we told him no, we wanted to go on the Oasis to celebrate our anniversary. When we got back to the room the next time, there was a bottle of champagne on ice and a plate of chocolate covered strawberries waiting for us with a card wishing us a happy anniversary, signed by the asst. manager of customer service (or a title similar to that, don't remember exactly). This was the first time we had gotten away in 19 years (we take care of my elderly parents who live with us)! What a treat for us to have someone think of us for a change!

crazy4disney · September 10, 2013

That's a wonderful story! And it's often the little things like that that mean the most to us, touch us the most. I love it. :-)

-gina-

Sent from my Galaxy S 12 via time machine

Miranda · September 21, 2013

On my last cruise with the Royal Princess, I met a father and his son from England. At disembarkation day they overslept and were an hour late. So their transfer to the airport was long gone. They explained their situation and the staff member arranged a cab for them and they didn't even have to pay for it. Princess did not have to do that, because it was their own fault they didn't arrive at their designated area on time. I think that's great service!

jacketwatch · September 21, 2013

On my last cruise with the Royal Princess, I met a father and his son from England. At disembarkation day they overslept and were an hour late. So their transfer to the airport was long gone. They explained their situation and the staff member arranged a cab for them and they didn't even have to pay for it. Princess did not have to do that, because it was their own fault they didn't arrive at their designated area on time. I think that's great service!

Me too. It's the little extras that matter.