Scenario 1 A family on a five-day cruise to the Bahamas books a snorkeling trip during one of the days the ship is docked at the island of Nassau. But the day of their excursion, the weather is pretty bad. The company running the excursion—which is endorsed by the cruise line—won’t give them a refund, though, and says the trip goes “rain or shine.” Feeling that the trip would not be safe for their children, the family decides not to go but heads immediately to the cruise guest services department to complain.

What are the facts?

How does the guest feel?

How would you acknowledge the guest’s feelings?

What would be your solution?

How would you follow up with the guest?

What are the facts?

The family paid for a trip, the policy states that the trip goes no matter the weather, the family does not find the conditions to satisfy their safety requirement, they are complaining and would like a refund on that excursion.

How does the guest feel?

They are upset, and hope to receive re-compensation for their failed excursion.

How would you acknowledge the guest’s feelings?

State that you understand what they are going through, that you are trying to accommodate for the current situation, and are looking to resolve the problem with all parties in a reasonable matter.

What would be your solution?

The solution would be to provide a service on the cruise that they had previously not opted for of similar price. Due to the fact that the company running the excursion is not part of the cruise line, but has been endorsed by us, our responsibility is not to refund but to offer alternatives to the unfortunate event.

How would you follow up with the guest?

I would check-on on the guests and see how they are enjoying their stay, offering complimentary items to relax them and prevent further escalation.

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