Brenda and Gerald Moran can’t seem to have a nice cruise, yet they took 6 cruises in 3 years with the company that couldn’t please them.

Having concluded that we are unable to meet the expectations of the Morans, we have told them that they would be best served by sailing with another company.

They say that 10% of the customers create 90% of the work, and we are seeing more companies jettison customers who can’t be satisfied. I can’t help wonder why, with all the alternatives out there, the Morans continued to sail with a line on which they had so many problems.

What do you think? Were they scamming for perks and discounts on future cruises — (can a passenger be locked on a balcony for three hours without being able to shout for help?) — or have they been wronged?

"Royal Caribbean Says Bon Voyage to Chronic Complainers" by was published on May 30th, 2008 and is listed in Cruises.

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Comments on "Royal Caribbean Says Bon Voyage to Chronic Complainers": 5 Comments

  1. Mamaflo wrote,

    For whatever it’s worth, I’ve been on a number of cruises, each one was different in it’s own way but I never ran into an issue that I thought the cruise line owed me for (well, maybe one but they ponied up to everyone onboard). Anyway, I’ve seen and heard people both onboard and online that do nothing but complain, nothing, nada, zip is going to satisfy them…….except maybe something for free.
    I’m glad the cruiselines have finally made note of these people’s numbers and have stopped the nonsense. I’m tired of my cruise being impacted (in more ways than one) by these habitual complainers.
    The attitude you take on a cruise is the most important thing you can pack and mine is always stellar :).

  2. Annie wrote,

    I used to be a travel agent and I know Royal Caribbean to be one of the best in customer service. I have no doubt in my mind that they did the best anyone could expect and I tip my hat to them for taking a stand against the Morans. I am now a travel blogger/critic. I would love to sail on RCL and write a review because I know they would appreciate my honesty and I would appreciate their service.
    That article was a riot!! Thanks for sharing!

  3. Doru wrote,

    But the client is the king, is he not? What did the Morans? Unhappy clients is everywhere to find, and a good customer service must understand them.

  4. Julie wrote,

    Mamaflo, Annie and Doru, thanks for stopping by!

    Doru, there’s a big debate is about in the cruise commenters’ world. Some believe “the customer is always right”, and others think the Morans were “gaming the system” by complaining just to get future discounts. I believe the couple has switched to Norwegian Cruise Line and seem to be happy there.

  5. royal caribbean cruise company wrote,

    royal caribbean cruise company…

    I found your post comments while searching Google. Very relevant especially as this is not an issue which a lot of peaople are conversant with….

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