Fantasy having mechanical issues

[truck1]

I would think they would not want to write a letter like that because they would not want open themselves up to what they see as further liability. They would probably rather just payout to the customer directly and act like they are being generous.

Could be. But you could also get someone that doesn't know any better. It never hurts to ask.

 

[cmph]

I just got off the phone with DCL... they said the insurance doesn't cover it since I bought my flights separately. And they won't get me official documentation of the delay.

The last part made me VERY angry, so at that point the agent told me to email: DCL.guest.communications@disneycruise.com

I'm not sure why I paid $400+ for THEIR insurance. We were in WDW before the cruise, so no real chance of missing it. It seems if you book you own airfare, even with the insurance, all the insurance covers is if you miss the cruise or need to be medevac'd.

I actually think you have a far better chance of getting a good response from emailing, rather than calling. I'm not saying that's justified, but I suspect that they don't have any decent training in place that would allow them to comfortably authorize the phone staff to do much to really help right then and there. That's sort of the nature of customer service, too, most of the time; I worked tech serv for a biotech company, and I guarantee those who phoned problems in were less satisfied with initial responses than those who emailed in. I couldn't very well put them on hold for 20-30min while I contacted other departments or walked over to distant labs, so the immediate response was always going to be "I need to investigate this further", whereas email - my first response was likely a solution to the problem b/c the research had already been done by the time I wrote back. I totally agree their response was far from ideal, but I suspect the "off the cuff" nature of phone calls had something to do with that.

Plus, well, email = virtual paper trail. If you take the time to write out a whole explanation, then they know you're not going away. Give it a week, though, based on my own experience (granted, one experience). I hope you end up with a satisfying resolution!

I never buy airline's insurance for flights but will have to think about that for Alaska... I did know that DCL's insurance didn't cover flights not booked through them, but I guess I never really thought through the return trip part.

 

[keishashadow]

Just to clarify ... "DCL insurance" -- or better worded as the "travel insurance offered through DCL" -- is a business contract you made with a 3rd party vendor and not directly from DCL. It has always been clear that it only covers those portions of your travel that are purchased directly through DCL (which for most cruises is simply the cruise, maybe ground transfers, most don't purchase airfare through DCL). So, no, they will not and should not have direct access to DCL's records. And if one didn't purchase airfare through DCL, it is most likely a goodwill gesture to offer any reimbursement for flights to be rescheduled because the insurance company has nothing to do with DCL directly and is not at all connected to the mechanical issue that impacted travelers. You are asking one company to pay for something they had absolutely no connection with, no control over, and did not charge a premium for covering that portion of your trip. It's akin to asking your neighbor to reimburse you because the neighbor recommended DCL as a good vacation for your family.

I understand that some cruisers may have had airline change fees either waived (by the airline) or paid (by DCL). I understand the desire to be made whole for an unexpected expense. You may have better luck asking DCL to cover such a fee rather than the insurance. And as someone else pointed out, reimbursement and coverage for trip interruption/delay can vary depending on the length of that delay.

I'm sympathetic to those who had travel plans disrupted, especially huge airline change fees. I certainly would not be happy, but I'd also be very upset with myself for bypassing trip insurance that included my flights. I'd consider it a very expensive lesson learned, and purchase insurance that covers all aspects of my travel expenses in the future. Goodwill gestures are nice, but should never be counted on.

Best of luck to those submitting insurance claims. No matter the situation (travel, medical, auto accident, home repair, etc.) -- claims can take quite a bit of time and effort.

Even those who purchased TI (i bought, but have no claim, airfare worked out for me) may have their claims denied

Majority of TI policies have a standard 6 hour time period before they will pay out under the trip delay clause

This specific delay is very close as to that time period. It will be interesting to see if/when claims are denied by the TI companies if DCL will step up.

 

[cgolf]

I am glad this thread is still going. I definately feel bad for those that incurred airline change fees and any other costs due to the issues on that trip.

I have learned some valuable lessons too. Our next cruise has the lines insurance, we will no be inquiring to see what is and isn't covered and compare it to the insurance we used last year. Also learned to get documentation of any issue that occurs during the cruise while you are on the ship. This is not the first time I have heard about it being difficult to get documentation of cruise issues post cruise.

I will give a couple of examples of great customer service from an airline. Southwest has done us good twice, once when we were stranded due to weather, they got us into a great hotel for a dirt cheap price. The second was after we were stuck on the taxiway for over an hour due to a severe thunderstorm and tornado warning, they sent us a 100$ discount for all 3 of us (300 total) out of the blue for dealing with it. While we ended up not using it, it was a very nice unexpected gesture for something out of their control. It has made us loyal to Southwest. I think that what some are saying is that DCL could do something similar to help out those on this cruise and the good PR would be paid back and then some, and the cruisers impacted would be much more loyal because they were treated well.

 

[cruiser21]

I am glad this thread is still going. I definately feel bad for those that incurred airline change fees and any other costs due to the issues on that trip.

I have learned some valuable lessons too. Our next cruise has the lines insurance, we will no be inquiring to see what is and isn't covered and compare it to the insurance we used last year. Also learned to get documentation of any issue that occurs during the cruise while you are on the ship. This is not the first time I have heard about it being difficult to get documentation of cruise issues post cruise.

I will give a couple of examples of great customer service from an airline. Southwest has done us good twice, once when we were stranded due to weather, they got us into a great hotel for a dirt cheap price. The second was after we were stuck on the taxiway for over an hour due to a severe thunderstorm and tornado warning, they sent us a 100$ discount for all 3 of us (300 total) out of the blue for dealing with it. While we ended up not using it, it was a very nice unexpected gesture for something out of their control. It has made us loyal to Southwest. I think that what some are saying is that DCL could do something similar to help out those on this cruise and the good PR would be paid back and then some, and the cruisers impacted would be much more loyal because they were treated well.

I agree. I'm surprised with the posters that think a company has no responsibility for mechanical failures. When you go to WDW and it rains all day and rides close...oh well. If you get stuck on space mountain for 3 hours and have to rescued because it breaks down thats a whole different matter in my opinion. I don't just chalk that up to the risk of riding space mountain nor would I consider a mechanical breakdown on a ship a risk of cruising. I honestly never knew I would be financially responsible for something like that.

 

[BruinEd03]

I agree. I'm surprised with the posters that think a company has no responsibility for mechanical failures. When you go to WDW and it rains all day and rides close...oh well. If you get stuck on space mountain for 3 hours and have to rescued because it breaks down thats a whole different matter in my opinion. I don't just chalk that up to the risk of riding space mountain nor would I consider a mechanical breakdown on a ship a risk of cruising. I honestly never knew I would be financially responsible for something like that.

Yup. Unfortunately, it looks like you and me are in the minority in holding companies accountable. I'm honestly puzzled by the attitude. Perhaps a lot of people have really low expectations for customer service? That or they have tons of money to spare? I'm not sure.

In any case, I'll also be on the same cruise that you're on, the September sailing to Alaska.

 

[tink1970]

Yup. Unfortunately, it looks like you and me are in the minority in holding companies accountable. I'm honestly puzzled by the attitude. Perhaps a lot of people have really low expectations for customer service? That or they have tons of money to spare? I'm not sure.

If you are truly puzzled about the "attitude" then here's my perspective.

I live on the coast-and have for 4 1/2 decaades. The people I know who own boats are always repairing, tinkering, refurbishing their boats (these range from small fishing boats to very nice yachts). There are a lot of moving parts. A cruise ship has a heck of a lot of moving parts. Sea water and sea air are not good for machines (boats, cars, bicycles even). I was also in the Navy. Same there (btw a lot of creative problem solvers in our military-those guys do more with less all of the time). It's just a different perspective. I don't expect machines to work perfectly because we are in an imperfect world and these machines are in a hostile environment.

DCL took me to CC twice, did an emergency run to Freeport and returned me to the port. I feel as though they met my expectations for this cruise.

To me, an extended cruise with entertainment and food was not poor customer service. However, everyone has his own definition of good customer service. I have read some disappointing data points from others where DCL seemed to fall down. I can't say that's true for me, but I am sorry others had poor experiences.

Again, just my experience and impression.

 

[RedSox68]

I just got off the phone with DCL... they said the insurance doesn't cover it since I bought my flights separately. And they won't get me official documentation of the delay.

The last part made me VERY angry, so at that point the agent told me to email: DCL.guest.communications@disneycruise.com

I'm not sure why I paid $400+ for THEIR insurance. We were in WDW before the cruise, so no real chance of missing it. It seems if you book you own airfare, even with the insurance, all the insurance covers is if you miss the cruise or need to be medevac'd.

We never buy insurance through the cruise lines -- we compare and buy our own through insure my trip.

 

[cruiser21]

If you are truly puzzled about the "attitude" then here's my perspective.

I live on the coast-and have for 4 1/2 decaades. The people I know who own boats are always repairing, tinkering, refurbishing their boats (these range from small fishing boats to very nice yachts). There are a lot of moving parts. A cruise ship has a heck of a lot of moving parts. Sea water and sea air are not good for machines (boats, cars, bicycles even). I was also in the Navy. Same there (btw a lot of creative problem solvers in our military-those guys do more with less all of the time). It's just a different perspective. I don't expect machines to work perfectly because we are in an imperfect world and these machines are in a hostile environment.

DCL took me to CC twice, did an emergency run to Freeport and returned me to the port. I feel as though they met my expectations for this cruise.

To me, an extended cruise with entertainment and food was not poor customer service. However, everyone has his own definition of good customer service. I have read some disappointing data points from others where DCL seemed to fall down. I can't say that's true for me, but I am sorry others had poor experiences.

Again, just my experience and impression.

Why do you assume that people that hold a company responsible think that things don't break. I grew up in southern California we owned a boat. I've been stranded out in the ocean when our boat's had mechanical problems. When I was 10 we hit a reef down in Mexico, the boat sunk. My dad had to a charter a plane down to the remote fishing village we were stuck in to get us home. It was our boat, our expense. Let's say that plane that we paid thousands of dollars to charter had mechanical problems and we ended up having to land in San Diego instead of Anaheim. We would have expected the company that we chartered the plane from to incur the expenses to get us from San Diego back to Orange County. Or lets say we chartered a boat to go fishing and it broke down. I would expect my money back and all extra expenses I incurred paid for. I'm not sure why that's so hard to understand. It's completely different when your machine breaks vs a machine you rent breaks.

 

[undertheradar]

Why do you assume that people that hold a company responsible think that things don't break. I grew up in southern California we owned a boat. I've been stranded out in the ocean when our boat's had mechanical problems. When I was 10 we hit a reef down in Mexico, the boat sunk. My dad had to a charter a plane down to the remote fishing village we were stuck in to get us home. It was our boat, our expense. Let's say that plane that we paid thousands of dollars to charter had mechanical problems and we ended up having to land in San Diego instead of Anaheim. We would have expected the company that we chartered the plane from to incur the expenses to get us from San Diego back to Orange County. Or lets say we chartered a boat to go fishing and it broke down. I would expect my money back and all extra expenses I incurred paid for. I'm not sure why that's so hard to understand. It's completely different when your machine breaks vs a machine you rent breaks.

I think the key here is expectation. You expect a company to do this. Others have a calmer, go with the flow personality. As for your examples, why would you be entitled to more than you paid?

 

[cruiser21]

I think the key here is expectation. You expect a company to do this. Others have a calmer, go with the flow personality. As for your examples, why would you be entitled to more than you paid?

Where did I say I would be entitled to more then I paid? What makes you assume I don't have a calm go with the flow attitude. You don't know me.

 

[undertheradar]

Where did I say I would be entitled to more then I paid? What makes you assume I don't have a calm go with the flow attitude. You don't know me.

Perhaps your statement about the charter boat and added expenses?

 

[cruiser21]

Perhaps your statement about the charter boat and added expenses?

Yeah I would expect the company to get me back to shore. Whatever expenses are incurred to do that would be on them. Plus a refund for whatever I paid to charter the boat. I don't think that would make me an unreasonable person.
I'm not going to keep debating this. I know if I had to pay 600.00 dollar change fee and the insurance I bought through DCL didn't cover it. I'd be pretty mad about that. I'm sure there are others beside previous poster that are in this situation. It will be interesting to see what DCL does. I hope pp comes back to tell us the outcome.

 

[we"reofftoneverland]

Why do you assume that people that hold a company responsible think that things don't break. I grew up in southern California we owned a boat. I've been stranded out in the ocean when our boat's had mechanical problems. When I was 10 we hit a reef down in Mexico, the boat sunk. My dad had to a charter a plane down to the remote fishing village we were stuck in to get us home. It was our boat, our expense. Let's say that plane that we paid thousands of dollars to charter had mechanical problems and we ended up having to land in San Diego instead of Anaheim. We would have expected the company that we chartered the plane from to incur the expenses to get us from San Diego back to Orange County. Or lets say we chartered a boat to go fishing and it broke down. I would expect my money back and all extra expenses I incurred paid for. I'm not sure why that's so hard to understand. It's completely different when your machine breaks vs a machine you rent breaks.

I think the key here is expectation. You expect a company to do this. Others have a calmer, go with the flow personality. As for your examples, why would you be entitled to more than you paid?

It is not entitled to expect a company to perform a service for which you paid. If DCL gives me a schedule (which they do) I expect them to keep to it (I would say within an hour is reasonable). They don't allow me to show up on 8pm on embarkation day and get on the ship. They should not expect me to wait 5 or 6 hours to get off the ship. If companies can just do whatever they want, we end up with anarchy.

 

[hanscarlet]

Wow fascinating thread because I was all "Team DCL" until I got to anonamatt's portion where DCL insurance isn't covering the Delta flight changes?????.... I would be livid! I'm angry for her/him... we never buy insurance through DCL simply because we find it more expensive than travel guard or another carrier but if I bought travel guard and I had to switch flights due to a circumstance like this, wouldn't travelguard cover these expenses? Isn't that the point of trip insurance? It almost reads like DCL insurance is actually worse in this scenario because the fine print says one must purchase everything through DCL... purchasing flights through DCL is definitely not the norm and one would reasonably expect that if you are purchasing the more expensive DCL insurance that in times like these the insurance carrier would certainly cover you.... if anything this is a case for absolutely NOT purchasing DCL trip insurance because it's worse! Terrible!!!

 

[PsylockeSmythe]

we never buy insurance through DCL simply because we find it more expensive than travel guard or another carrier but if I bought travel guard and I had to switch flights due to a circumstance like this, wouldn't travelguard cover these expenses? Isn't that the point of trip insurance?

Reading the information on Travel Guard site, from what I can tell; it would only pay if you were delayed by more then 5 hours. So for example; if my interpretation of the information is correct (I've been posting journal entries all morning at work so no promises); if the ship was scheduled to originally dock at 8am and instead docked at 12pm and you did not make your original flights (scheduled at 1pm) then Travel Guard would not cover the added expense. Since you are within that 5 hour delay window. If you ended up docking at 1:01pm then they would cover the cost of changing flights due to the delay was more then 5 hours.

It looks like most of the TI policies have some wiggle room as to when coverage for delays kick in with most being in the 4 to 6 hour range.

Psy

 

[truck1]

but if I bought travel guard and I had to switch flights due to a circumstance like this, wouldn't travelguard cover these expenses? Isn't that the point of trip insurance?

Yes and no. I can see both sides of the issue as a disinterested 3rd party observer.
First thing is that a lot of people and I'm not pointing fingers just making a general statement, don't read the fine print or what is covered,on the insurance. They assume that no matter what happens there insurance will cover it. If the coverage only covers certain items, and a particular issue is not listed, is it the insurance carriers fault?

On the flip side of that, like you if I pay for a given coverage that truly does cover everything from the minute I book until I get home, and a covered issue occurs, and then the ins carrier says your on your own, Id be more then livid. Been there done that.

 

[anomamatt]

It will be a few more days before DCL responds, but I keep thinking about the following, right from DCL's transportation page (https://disneycruise.disney.go.com/guest-services/air-ground-transportation/):

• Earliest departure time from Orlando International Airport on Debarkation Day: 11:30 AM

I followed their rules and gave myself an hour to spare. And I purchased their insurance. We were also sailing concierge, so we knew we would make it off the ship quick (and we were using a towncar to get to MCO).

My bottom line: If they give guidance on when a flight should be made, they should be responsible when THEIR error makes that flight time impossible. They could have said 3pm and I would have no argument. Or said nothing at all about when to schedule your return flights. But DCL chose to state 11:30 AM as the earliest safe flight time.

 

[AquaDame]

Wow fascinating thread because I was all "Team DCL" until I got to anonamatt's portion where DCL insurance isn't covering the Delta flight changes?????.... I would be livid! I'm angry for her/him... we never buy insurance through DCL simply because we find it more expensive than travel guard or another carrier but if I bought travel guard and I had to switch flights due to a circumstance like this, wouldn't travelguard cover these expenses? Isn't that the point of trip insurance? It almost reads like DCL insurance is actually worse in this scenario because the fine print says one must purchase everything through DCL... purchasing flights through DCL is definitely not the norm and one would reasonably expect that if you are purchasing the more expensive DCL insurance that in times like these the insurance carrier would certainly cover you.... if anything this is a case for absolutely NOT purchasing DCL trip insurance because it's worse! Terrible!!!

Well... exactly. Thats why a good number of people on the boards get their travel insurance elsewhere so their air IS covered under one policy.

I get being mad that DCL isn't helping out, and frankly I think their PR team might want to cover some of this, but it does say that air is not covered unless you purchase it through DCL. I don't feel like you have to read the fine print - its on the summary page when you add it right at the bottom above the 'yes' box. "*Only expenses booked through Disney Cruise Line will be covered."

I would definitely keep after them to get someone to send me documentation - providing that is meaningless to DCL and everything to someone trying to make a claim!

 

[anomamatt]

Well... exactly. Thats why a good number of people on the boards get their travel insurance elsewhere so their air IS covered under one policy.

I'm sure there is a reason for the policy, but I wish disboards allowed outside companies to be named. I see a lot of ***'s when people mention insurance companies they use. I know I should have fully read the DCL insurance, but being a newbie, I thought their product would be good -- and the 3rd party landscape was confusing at the time, especially with the board filtering out company names.