As I bounced up to a motorcoach yesterday on the pier at Greenock that would take us on a tour where we’d spend the day riding bicycles and paddling in canoes at Scotland’s Loch Lomond, my proffered shore excursion ticket was met by Westerdam’s shore manager with a stern “where’s your sticker?” I don’t have a sticker, I said, puzzled. I have a ticket.
What followed was a mini lecture in which, not having followed the rules (indeed the ticket did instruct me to check in to my tour by going to the Queens Lounge but I had missed that bit of detail), I would now delay our group while I returned to the ship to pick up that dratted sticker. The sticker is important, she said, because it’s is the only way we’ll know you’re here (though my name was actually on the ticket). I eyed the walkie talkie that the shore excursion manager wore on her hip and asked: You can’t just call them and let them know?
Ultimately, she capitulated to reason and allowed me to board the bus. And let’s be clear here: I was absolutely at fault for not following directions. But the exchange, and the staffer’s manner, which I’d charitably describe as rather too abrupt, reminded me for the first time in a week that I was part of a mass travel experience, a cog in a wheel of more than 2,000 passengers.
And it reminded me too of one downside of big ship cruising: When cruise staff treat their systems and procedures as more important than the customers they serve – with the obvious exception of situations related to health and safety – they unnecessarily denigrate the experience.
Come to think of it, a too-rigid passion for rules is not limited to large cruise ships with thousands of passengers. Cruise Critic’s Dan Askin, sailing on a Rhine River cruise on AMAWATERWAY’s Amacello last summer, tells in his review of an incident in which his traveling companion arrived for breakfast five minutes before the dining room was open for business. Instead of graciously offering to fetch her a cup of coffee and make her comfortable until the restaurant was open, they told her to go away and come back later.
On the other hand, I’ll never forget another incident when I unknowingly didn’t follow the rules and never even knew it. On a cruise on Hapag-Lloyd’s Europa from Muscat to Athens, our itinerary featured quite a few “turn your clock forward one hour” and “turn it back!” evenings. It got a little confusing. One morning I showed up for breakfast promptly at 7 a.m. and was a bit surprised to see that the superb buffet crew didn’t have it quite together (also perplexing: where were the other passengers? Perhaps they were sleeping in?). Only half the buffet was laid out, the grill wasn’t staffed. No matter, there was enough on the buffet to suffice, and a waiter promptly took an omelet order and brought me fresh-squeezed orange juice.
It wasn’t until I got back to my cabin that I realized that, due to a time change, I’d arrived at the dining room an hour before it opened. The crew could’ve sent me away. Instead they didn’t even let me know that I posed an inconvenience. Their gracious attitude was incredibly heartwarming.
For passengers, one of the challenges of cruising is that you’re on vacation. As with any getaway, your brain slows down a bit (that’s a good thing!); as well, cruising is a unique kind of holiday. You are visiting different ports every day, adapting not just to one foreign land but in most cases to numerous countries. As on this trip on Westerdam, as well, the crew has been so wonderful that you can be excused for feeling as if you were lulled into pampered euphoria. So you let your guard down a little bit. And maybe we’ve all inadvertently caused a bit of chaos or inconvenience at some point because we didn’t follow the rules.
Which made me wonder: Have you ever experienced a situation on a cruise when you’ve “messed up” and the cruise line staffers not only handled the situation but rose above the proverbial call of duty? I’m thinking just now of two different recent incidents (one on Disney Magic in Civitavecchia and one on Westerdam in Holyhead) in which passengers on independent shore tours arrived back at the ship as it was pulling away and the captain reversed course to capture them even though the rules said – be on time or get yourself to the next port.
I’m sure you’ve got others. Please share your story with us.