Sometimes change is a test for the guest
Cruise lines getting better at adapting, rescinding changes clients don’t like
Historically, cruise lines have been slow to change. Changeable was not a word that applied to their corporate dictionaries. But in the past five or six years, change has come quickly. A successful restaurant on a new ship is quickly rolled out to others in the fleet, a hot new market and deployment plans are changed, entertainment goes from mini versions of Broadway shows to the full-blown show, and celebrity entertainers now get on and off ships after one-night stands.
Change works both ways. Here are a couple of changes where incensed online cruise activists had a hand in change:
Take Norwegian Cruise Lines as an example. In the space of one month, Norwegian announced you could not take food from restaurants and buffets to eat elsewhere, including your stateroom. Many passengers found it strange that decision came on the heels of an increase in roomservice fees, up to $7.95. Norwegian said the decision had to do with cleanliness of the ship, not room-service charges.
Shortly after that, the edict was rescinded, after a roar of online disapproval from passengers.
Royal Caribbean announced to the world that Dynamic Dining — four separate main restaurants — was the wave of the future. Dynamic Dining was introduced on the new Quantum Class ships, replacing the main dining rooms, and was to spread throughout the fleet, starting with the Oasis Class this year. In a 180-degree move, Dynamic Dining will now be featured only on Quantum Class ships.
Again the public spoke. Passengers like the idea of one main dining room, with the same staff and same familiar dining partners.
In another why-the-change mode, popular chef Jamie Oliver introduced his Jamie’s Italian Restaurant on Quantum of the Seas, with a cover charge. But when sister ship Anthem of the Seas arrived this year, the restaurant pricing shifted to an à la carte structure.
With the ship now sailing in the Mediterranean and still sporting that new smell, the cruise line has reverted back to a fixed fee of $30.
Coincidentally, Norwegian has now decided to change charges for some of its specialty restaurants from fixed fee to à la carte. Depending on what you order, it will be more or less. Fixed-fee restaurants included starters, main and dessert. So instead of a fixed cost of $29.99 for the line’s favourite Cagney’s Steakhouse, passengers will pay $4.99 to $7.95 for an appetizer and $17.99 to $29.99 for a main course, with fees for dessert added.
Royal Caribbean’s oldest ship, Majesty of the Seas, was supposed to leave the fleet next year and, after refurbishing, become part of Pullmantur, Royal Caribbean’s Spanish brand.
This month, the cruise line announced Majesty of the Seas is staying in the fleet and undergoing a major refurbishment, adding: • a poolside movie screen • new restaurant options such as Sabor Taqueria, Izumi Japanese cuisine and Chef’s Table • new water slides • Voom Internet, one of the fastest at sea (and it’s going to be free!)
When the refurbishment is complete next year, Majesty of the Seas will sail three- and fourday cruises out of Port Canaveral (Orlando).
Unless, of course, that becomes “changeable.” Sponsored by Expedia, CruiseShipCenters, Point Grey 1-855-738-8847 and completevacations.ca — for daily updates on cruise news, best deals and industry stories. You can also sign up for an email newsletter for more information. Contact Phil Reimer at portsandbows@gmail.com