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hstrybuf
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Posted: Sat Jul 12th, 2008 10:25 pm | 1st Post |
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'Some guests make up elaborate excuses or lies'
By Renee Ruggero
Updated 11:52 a.m. CT, Tues., July 1, 2008
Renee Ruggero worked as a purser for Princess Cruises for three years. She has left the industry but still cruises frequently with her family.
Hub for help
The purser on a cruise ship is part hotel receptionist, part concierge. Guests line up at the purser's desk to pay their on board accounts, to ask questions like "What time do the whales swim by?" and to complain about everything under the sun. On mega ships, there may be as many as 20 pursers, who listen to the same gripes cruise after cruise. When I worked, not a cruise would go by that a family of four didn't grumble and grouse about being squashed into a 160-square-foot cabin with nowhere to put their luggage. I empathized as much as I possibly could, but in many cases, the customer was not always right. On one cruise, for instance, a passenger accused a cabin steward of stealing his Rolex watch. After searching the man's room, I finally found the watch in his safe—it had slid under the lip in the front. The man never apologized for his mistake.
Little white lies
I've been fed all kinds of lines from passengers, such as "I'm claustrophobic, so I need a bigger cabin," and "I want to be reimbursed for this spot the laundry service got on my dress" (even though the stain looked a lot like red wine). Some guests even make up elaborate excuses—or blatant lies—to try to score a free bottle of wine, credit for purchases made on the ship, or a stateroom upgrade.
At times, I felt like a mix of Judge Judy and Sherlock Holmes, trying to decide which parts of passengers' stories were true. One woman claimed she had paid $10,000 for a balcony cabin on a weeklong cruise to Alaska and had been assigned an ocean-view room (with no balcony). I e-mailed the head office and discovered she had actually booked an ocean-view room—and paid only $4,000.
More here:
http://www.msnbc.msn.com/id/25459444/
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Deb - Research, research, research!
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Liberty 10/07; Miracle 10/06; Navigator OTS 10/04; Legend 04/04; Grand Princess 09/03; Dawn Princess 01/03; Enchantment OTS 10/02; Destiny 01/02; Sensation 10/99
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jimswims
Casual Cruiser
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Posted: Sat Jul 12th, 2008 10:39 pm | 2nd Post |
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I pride myself with being a patient person (my kids disagree with this assessment).
I think that if I ever worked in this job, there would be times when I would have to work very hard to control myself from telling a passenger off!
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Jim
8/7/09 NCL Spirit, Boston to Bermuda
Previous cruises NCL: 6; RCCL: 4; Carnival: 2; Cunard:1.
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hstrybuf
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Posted: Sat Jul 12th, 2008 10:58 pm | 3rd Post |
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Me too Jim. I have little patience for whiners, complainers and morons in general.
My favorite quote from this article:
" One time when I was behind the desk, a passenger asked to buy Dramamine because she was seasick. I had to tell her that was unlikely—the ship had yet to leave the pier." 
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Deb - Research, research, research!
My pics: http://community.webshots.com/user/hstrycrsr
Liberty 10/07; Miracle 10/06; Navigator OTS 10/04; Legend 04/04; Grand Princess 09/03; Dawn Princess 01/03; Enchantment OTS 10/02; Destiny 01/02; Sensation 10/99
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jimswims
Casual Cruiser
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Posted: Sat Jul 12th, 2008 11:15 pm | 4th Post |
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I admit that I have sat in the area near the purser's desk and have heard some ridiculous complaints and demands.
It would make for a great sitcom. The attitudes and demands of people were amazing.
However, when I was on the QE2, my DW and I were in an inside cabin. I really did not care because we have always had inside cabins at that time in out lives. However, this was the most narrow cabin I had ever been in. It was shaped like a T with a narrow hallway and the wide part was for the beds. My shoulders actually touched the walls on eaither side going in. I had a real panic attack. I went to the Pursers desk and explained my problem. The person gave me 8 keys and a map of available cabins in my same category. She and told me to go explore all of them and pick a new cabin. I did this and they had stewards come and move all our things. This purser made my transatlantic crossing a wonderful experience.
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Jim
8/7/09 NCL Spirit, Boston to Bermuda
Previous cruises NCL: 6; RCCL: 4; Carnival: 2; Cunard:1.
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hstrybuf
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Posted: Sun Jul 13th, 2008 12:11 am | 5th Post |
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| Wow! Now that's what I call great customer service!
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Deb - Research, research, research!
My pics: http://community.webshots.com/user/hstrycrsr
Liberty 10/07; Miracle 10/06; Navigator OTS 10/04; Legend 04/04; Grand Princess 09/03; Dawn Princess 01/03; Enchantment OTS 10/02; Destiny 01/02; Sensation 10/99
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Catnip
Charter Member
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Posted: Sun Jul 13th, 2008 01:52 am | 6th Post |
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jimswims wrote:
I think that if I ever worked in this job, there would be times when I would have to work very hard to control myself from telling a passenger off!
I have to agree!
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32 previous cruises..
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MrLee
Cruiser
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Posted: Sun Jul 13th, 2008 01:01 pm | 7th Post |
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jimswims wrote: I admit that I have sat in the area near the purser's desk and have heard some ridiculous complaints and demands.
It would make for a great sitcom. The attitudes and demands of people were amazing.
Wasn't that called "The Love Boat"? 
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jimswims
Casual Cruiser
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Posted: Sun Jul 13th, 2008 01:27 pm | 8th Post |
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MrLee wrote: jimswims wrote: I admit that I have sat in the area near the purser's desk and have heard some ridiculous complaints and demands.
It would make for a great sitcom. The attitudes and demands of people were amazing.
Wasn't that called "The Love Boat"?
True, but the focus was not on Gopher 
____________________
Jim
8/7/09 NCL Spirit, Boston to Bermuda
Previous cruises NCL: 6; RCCL: 4; Carnival: 2; Cunard:1.
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cruizinwithkids
Funnel Deck Cruiser
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Posted: Tue Jul 15th, 2008 11:07 am | 9th Post |
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hstrybuf wrote: At times, I felt like a mix of Judge Judy and Sherlock Holmes, trying to decide which parts of passengers' stories were true. One woman claimed she had paid $10,000 for a balcony cabin on a weeklong cruise to Alaska and had been assigned an ocean-view room (with no balcony). I e-mailed the head office and discovered she had actually booked an ocean-view room—and paid only $4,000.
We were a group of 24 a few years back - not an official group. Everyone booked independently with different TA's or direct.
Anyway one of the people booked herself and her husband and two kids in one room. This was on the Majesty and the rooms are small. When she got her tickets, she called claiming they were supposed to have two rooms. You know when they record your message for "training purposes." Well they played her back booking one room with four people in it. She told me this herself. I wouldn't do it and I certainly wouldn't tell people that I had done it.
As far as dealing with people like this day after day. I'm pretty sure I would be asked to leave.
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Catnip
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Posted: Tue Jul 15th, 2008 01:26 pm | 10th Post |
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cruizinwithkids wrote:
As far as dealing with people like this day after day. I'm pretty sure I would be asked to leave.
Me, too! I could only take other people's crap for so long before I exploded!!!! 
How can people like that act like that? How were they raised? To be liars and cheats? I don't understand it.
Last edited on Tue Jul 15th, 2008 01:27 pm by Catnip
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32 previous cruises..
Next up: Last Atlantic crossing on QE 2 10-08/Celebrity Solstice 1-09/Jewel of the Seas 3/09
**Triangles Are For Losers!**
Don't touch that triangle!
Adopt a pet from your local shelter & save a life!
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GREGandamy
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Posted: Tue Jul 15th, 2008 03:01 pm | 11th Post |
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Catnip wrote: cruizinwithkids wrote:
As far as dealing with people like this day after day. I'm pretty sure I would be asked to leave.
Me, too! I could only take other people's crap for so long before I exploded!!!!
How can people like that act like that? How were they raised? To be liars and cheats? I don't understand it.
People feel it's OK to cheat big corporations because they must be bad since they're big, and hey, they can afford it. I canot stand this greedy, self-centered mentality.
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Catnip
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Posted: Tue Jul 15th, 2008 04:13 pm | 12th Post |
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GREGandamy wrote: I canot stand this greedy, self-centered mentality.
Me, etiher. 
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32 previous cruises..
Next up: Last Atlantic crossing on QE 2 10-08/Celebrity Solstice 1-09/Jewel of the Seas 3/09
**Triangles Are For Losers!**
Don't touch that triangle!
Adopt a pet from your local shelter & save a life!
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jimswims
Casual Cruiser
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Posted: Tue Jul 15th, 2008 07:16 pm | 13th Post |
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GREGandamy wrote: Catnip wrote: cruizinwithkids wrote:
As far as dealing with people like this day after day. I'm pretty sure I would be asked to leave.
Me, too! I could only take other people's crap for so long before I exploded!!!!
How can people like that act like that? How were they raised? To be liars and cheats? I don't understand it.
People feel it's OK to cheat big corporations because they must be bad since they're big, and hey, they can afford it. I canot stand this greedy, self-centered mentality.
Well said!
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Jim
8/7/09 NCL Spirit, Boston to Bermuda
Previous cruises NCL: 6; RCCL: 4; Carnival: 2; Cunard:1.
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hstrybuf
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Posted: Tue Jul 15th, 2008 11:49 pm | 14th Post |
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jimswims wrote: I admit that I have sat in the area near the purser's desk and have heard some ridiculous complaints and demands.
I haven't, but I'm beginning to think it might be very entertaining to hear some of the moronic complaints and lies that supposedly sane adults can come up with in just a single cruise.
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Deb - Research, research, research!
My pics: http://community.webshots.com/user/hstrycrsr
Liberty 10/07; Miracle 10/06; Navigator OTS 10/04; Legend 04/04; Grand Princess 09/03; Dawn Princess 01/03; Enchantment OTS 10/02; Destiny 01/02; Sensation 10/99
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jimswims
Casual Cruiser
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Posted: Wed Jul 16th, 2008 01:03 am | 15th Post |
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| I think that I may need to bring a notebook and write a few down during my next cruise in August.
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Jim
8/7/09 NCL Spirit, Boston to Bermuda
Previous cruises NCL: 6; RCCL: 4; Carnival: 2; Cunard:1.
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Caribbean Dad
Funnel Deck Cruiser
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Posted: Wed Jul 16th, 2008 09:32 pm | 16th Post |
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hstrybuf wrote: jimswims wrote: I admit that I have sat in the area near the purser's desk and have heard some ridiculous complaints and demands.
I haven't, but I'm beginning to think it might be very entertaining to hear some of the moronic complaints and lies that supposedly sane adults can come up with in just a single cruise.
It sounds entertaining, but I would be afraid that that I would start humming Dire Strait's Money For Nothing.....I want my, I want my MTV.
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Catnip
Charter Member
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Posted: Wed Jul 16th, 2008 10:39 pm | 17th Post |
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Caribbean Dad wrote: hstrybuf wrote: jimswims wrote: I admit that I have sat in the area near the purser's desk and have heard some ridiculous complaints and demands.
It sounds entertaining, but I would be afraid that that I would start humming Dire Strait's Money For Nothing.....I want my, I want my MTV.
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32 previous cruises..
Next up: Last Atlantic crossing on QE 2 10-08/Celebrity Solstice 1-09/Jewel of the Seas 3/09
**Triangles Are For Losers!**
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Adopt a pet from your local shelter & save a life!
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cruisingfromMN
Frequent Cruiser
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Posted: Thu Jul 17th, 2008 07:01 pm | 18th Post |
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My all time favorite complaint I overhead...
A gentleman approached the reception desk, it was about 9:00 p.m.; it was the first day of the cruise. This was on NCL, Freestyle but obviously this persons first NCL cruise or first Freestyle. His complaint, "it's 9:00 p.m. and nobody has told us what time to go have our dinner". He was mad. The receptionist was very patient and was trying to explain that he and his wife could go eat anytime they wanted. Took a good five minutes to calm the man down before he got the concept.
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Caribbean Dad
Funnel Deck Cruiser
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Posted: Thu Jul 17th, 2008 09:06 pm | 19th Post |
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| 5 minutes??? That guy sounds a little thick.
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Sun, sand, suds, and beautiful wife to share it all with.
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cruisingfromMN
Frequent Cruiser
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Posted: Thu Jul 17th, 2008 09:21 pm | 20th Post |
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Caribbean Dad wrote: 5 minutes??? That guy sounds a little thick.
Yeah, but it was one of those moments where the guy was so mad, that it took 4 minutes to calm him down for him to listen to the explanation.
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Dream: Caribbean 1997
Majesty: Caribbean 1999
Star: Hawaii 2002
Star: Hawaii 2004
Spirit: Caribbean 2005
Star: Alaska 2005
Star: Mexican Riviera 2006
Jewel: Mediterranean 2006
Star: Mexican Riviera 2007
Next: Sky, August '08 back to back
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Geneslamp
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Posted: Tue Jul 22nd, 2008 04:07 pm | 21st Post |
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My absolute favorite "complaint" was heard on a tour bus - two very "loud" ladies complaining that the room steward kept putting the remote control in a different place when they cleaned the room. She was really pissed about it - a little OCD maybe? 
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Caribbean Dad
Funnel Deck Cruiser
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Posted: Wed Jul 23rd, 2008 04:53 pm | 22nd Post |
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| It really escapes me how people can get so worked up whilst on a cruise. I know we see examples of it every day (especially over on the DS), but for the life of me, I just don't get it. It is the single most relaxing environment I have ever experienced. I guess for some people, its just not possible to make them happy. What a sad existence.
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RIP F-Deck 1985-2007
Proud Member of ETDC
Proud Member and Inspector General of the CBG
Sun, sand, suds, and beautiful wife to share it all with.
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BigDfromTN
Funnel Deck Cruiser
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Posted: Wed Jul 23rd, 2008 05:21 pm | 23rd Post |
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Caribbean Dad wrote: It really escapes me how people can get so worked up whilst on a cruise. I know we see examples of it every day (especially over on the DS), but for the life of me, I just don't get it. It is the single most relaxing environment I have ever experienced. I guess for some people, its just not possible to make them happy. What a sad existence.
Im with ya CD........
On Glory in June I got as worked up as I ever have on a ship................
Went to an inside bar (at Casino) and requested a refill of a DOD for DW. They told me we had to have a glass (as proof). Kinda pissed me off and I asked for a supervisor. None came but was told They said we had to have the empty. I said write down the name of your supervisor...... She went to phone (which she had not done before). Realising I was getting all up set and its not worth it..... I just told them Thats OK, I have your name and will file a complaint. Walked to an outside Lido Deck bar and was served with a smile as requested. NO questions asked.
It did piss me off for a bit, BUT not enuf to stay mad. I just put it on my comment card and an email to Carnival after we got back home.
Do I expect anything for this............NO. Just a stupid way of doing business and a less than personable bartender. I did get some revenge on my own. Every time I wanted a "free" drink on my drink card..... I went to see them and made them do it and not get any extra tip LMAO.
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gurlwithbaggage
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Posted: Thu Jul 24th, 2008 05:41 pm | 24th Post |
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| I feel sorry for those who have to work with the public. The only person I've seen make an ass of themselves on a cruise was a man who went to the pursers desk and was screaming (not yelling) because there was a Dixie Chicks song played in one of the shows. He said it offended him as a hard working American. When the women at the desk could not calm him down he began to use slurs against their heritages. Fed up, another passenger told him to shut up and get over it.
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scrappy
Funnel Deck Cruiser
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Posted: Thu Jul 24th, 2008 05:46 pm | 25th Post |
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| If you can't just relax and go with the flow on a cruise ship, then you're just going to be one uptight person for the rest of your life. I mean, it's a cruise, with great service, relaxing atmosphere, no cares, for crying out loud!
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