Couple has rainy-day feeling after pipe break during cruise
John Sisker
We received this information and/or press release from the Chicago Tribune
and thought it may be of interest to this newsgroup as well.
Smooth sailing to all...
John Sisker - SHIP-TO-SHORE CRUISE AGENCY�
(714) 536-3850 or toll-free at (800) 724-6644 & (Agency ID: 714.536.3850)
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Rosemary and Frank Scola of Woodridge were stuck for several days with
flooded carpet in their cruise ship room after a pipe broke. So when Frank
and Rosemary Scola set sail aboard the Holland America Line's Statendam,
they were less than thrilled when a pipe burst in their stateroom, flooding
the carpet.
The Scolas spent half of their 14-day October cruise through the Panama
Canal in a room sopped with water. They asked for another room, but were
told none were available. Instead, cruise ship employees placed fans, dryers
and other noisy equipment on their carpet.
It wasn't exactly how the couple hoped to celebrate their 50th anniversary.
"Every time we walked into the room, it was like walking into a wind
tunnel," Rosemary Scola said. "They put big purple towels on the floor to
walk on because the floor was soaked. I said, 'This is ridiculous.' "
The Scolas, who were traveling with four other couples, said two other rooms
in their group also were affected. The group complained and couples each
were given $180 credits. The cruise cost $1,200 per person.
"They told us they figured the compensation (based) on so much per day minus
food and entertainment, but this does not seem fair," Scola said. "We told
them we were unhappy with that amount and they told us they would check with
their office in Seattle. They came back to us and said that's the best they
can do."
So Scola e-mailed What's Your Problem?
"I just felt they could have done a little more than they did when we were
on the ship," she said.
Scola said her husband was sick for part of the cruise and to lie down in
the room each day, he had to first move out all the loud drying equipment.
"I mean, that wasn't fair," Scola said. "I was very disappointed in what
happened."
Kristin Samuelson, this column's new partner in problem solving, contacted
Holland America. Days later, Walter Pagan, a special adviser to the cruise
line's office of the president, wrote Scola a letter apologizing for the
broken pipe.
He also offered an additional refund of $745.
Similar refunds will be issued to other couples whose rooms were flooded,
the cruise line said.
Pagan wrote that the amount represents the per diem rate for five days of
the couple's voyage, minus the $180 they received on board.
He said the ship's staff tried to fix the problem as quickly as possible,
but the original response fell short.
"We are very sorry that in this situation the solution was not
satisfactory," Pagan said. "Our company continually strives to improve our
product and service in an effort to provide the best possible experience for
our guests, and the details you have provided have been well noted."
Scola said she appreciates the additional $745.
"I do feel better," she said. "I feel like at least they're acknowledging
that something happened. I mean, $180? We all felt that was insulting."
The cruise line also offered a four-category stateroom upgrade and "VIP
Status" on a future cruise.
That, Scola said, probably won't happen.
Source:
* Chicago Tribune
* By Jon Yates
* with Kristin Samuelson
* Holland American Line
* November 24, 2009