DCL does not care about repeat cruisers?

cgolf · Mar 6, 2015

We will be sailing Platinum for the first time next year, and the only extra benefit, Palo dinner may be a loss for us because we only do the Palo brunch. Why does DCL not care about the repeat cruisers? A few years ago they cut the Platinum extra OBC which really would have been nice.

We will still cruise DCL because we enjoy the ships and the very friendly staff, but I really wish they would bump up the benefits for repeat cruisers. Is it a case DCL takes us for granted, thinking that we will always be there?

disneyfaninaz · Mar 6, 2015

I think being able to book excursions 120 days before your cruise is a big bonus. Some things like Palo brunch were already not available for Gold cruisers on our cruise this summer. Even less excursions are now available for Silver.

cgolf · Mar 6, 2015

disneyfaninaz said:
I think being able to book excursions 120 days before your cruise is a big bonus. Some things like Palo brunch were already not available for Gold cruisers on our cruise this summer. Even less excursions are now available for Silver.

We cruise off season so this has never been an issue for us, maybe we have gotten lucky? from some things I have read it sounds as if other lines do more for their repeat cruisers.

PrincessShmoo · Mar 6, 2015

cgolf said:
We will be sailing Platinum for the first time next year, and the only extra benefit, Palo dinner may be a loss for us because we only do the Palo brunch. Why does DCL not care about the repeat cruisers? A few years ago they cut the Platinum extra OBC which really would have been nice.

We will still cruise DCL because we enjoy the ships and the very friendly staff, but I really wish they would bump up the benefits for repeat cruisers. Is it a case DCL takes us for granted, thinking that we will always be there?

There are reports that, if you do brunch, they will use that as the "free-bee". Yes, I know the website says "dinner" but it seems that isn't the way it happens.

Really, they don't have to do anything. I think people would still go on DCL, regardless of what (if any) perks there are for returning. I know we don't cruise DCL because of the "extras".

cgolf · Mar 6, 2015

PrincessShmoo said:
There are reports that, if you do brunch, they will use that as the "free-bee". Yes, I know the website says "dinner" but it seems that isn't the way it happens.

Really, they don't have to do anything. I think people would still go on DCL, regardless of what (if any) perks there are for returning. I know we don't cruise DCL because of the "extras".

We are in that ship

too. We absolutely love the staff and the ships. We have 2 cruises booked next year, and any time we think of another line I actually feel guilty about even thinking of switching. While I don't see us switching for a long time I wish they would have kept the higher OBC for Platinum cruisers.

In hindsight I chose a horrible title, but my iPad would not let me modify it as I was creating the OP.

Figured out how to change the title to a more positive spin on the question, still trying to get the hang of the new format

PrincessShmoo · Mar 6, 2015

cgolf said:
We are in that ship too. We absolutely love the staff and the ships. We have 2 cruises booked next year, and any time we think of another line I actually feel guilty about even thinking of switching. While I don't see us switching for a long time I wish they would have kept the higher OBC for Platinum cruisers.

In hindsight I chose a horrible title, but my iPad would not let me modify it as I was creating the OP.

Figured out how to change the title to a more positive spin on the question, still trying to get the hang of the new format

But changing the question makes it a different question than we're answering for the poll. :goodvibes

sweetpee_1993 · Mar 6, 2015

To answer the title question: yes. I think Disney cares about repeat cruisers. I think Disney cares about new cruisers. Disney is a business, not my friend just because I chose to spend my vacation money with them so many times. If I stopped cruising with them tomorrow there will be 3 to step up & go gaga over their product. I think realistic expectations are important. You like their product? Buy it. You don't? Then buy something else. I don't expect my money to hold any more value than anyone else's. Ya know?

As for the benefits for their repeat cruiser program, it's all extra. It's optional. It's not required. As the years go by there are more and more and more repeat guests hitting those higher levels. Disney has to manage what they can or will do according to what works for them financially. I *expect* them to conduct themselves responsibly so they can maintain the basic level of quality we enjoy. Everything else is lagniappe.

cgolf · Mar 6, 2015

PrincessShmoo said:
But changing the question makes it a different question than we're answering for the poll.

Changed it back to match poll

my wife gave me heck for the title, just wanted to gather people's thoughts and catch their attention, not necessarily rip a product we love.

Club Disney Chandler · Mar 7, 2015

It's really not a question of if they care, they are a business and have responsibilities to their guests, their cast members and their stock holders. No matter what they do someone is always going to want more. I'm just happy they gave us a backpack and some cheese crackers, I've been to Disneyland countless times, bought numerous annual passes and get squat for my loyalty, but oh well, I will continue to go back because the time I get to spend with my family is worth every penny. A free meal means nothing to me, I'm thankful I've been able to go on 3 cruises and all the great Disney memories I have with my family.

Big Willie · Mar 7, 2015

Disney is very cautious in providing the same magical experience to all of its guest. Look at the parks. Disney doesn't sell its Fastpasses as Universal or Busch Gardens. We are all afforded the same experience regardless of admission price. This eliminates having a group of persons who feel they are receiving less than a more privileged group When we as repeat guest expect "a little extra" we are advocating a system of inequity. Are we not saying "Me first"? Of course there is a certain amount of perks and such that go along with cabin category choices and conceirge. Disney as a business has to continue to grow the product. In the business world its grow or die. So, there has to be a balance. Reward the past guest but entice the newbie. If Disney were to overly reward the past guest then what would make new guest stay? If a higher OBC is offered to Platinum Members it has to be balanced by adding revenue somewhere else. Would they raise fares for Gold, Silver, etc? Or would they devalue the OBC like airlines do? I have 200,000+ USAIRWAYS miles yet I'm flying Southwest to Florida because the surcharges and availability restrictions devalue the USAIRWAYS mileage.

Each cruise I have taken on DCL since the first in 2005 I have brought along a new group to share the experience. If the new families where not able to share in PALO (because repeat guest get "all" the slots) or if they always received 3:30pm boarding times(becuase repeat guest get all the early slots) what would make them see the experience as magical? I love perks and being recognized as a loyal customer but I love more that DCL/Disney gives me and all my guest that same magical experience I felt on my first trip in 1974. I love that as I introduce my nieces and nephews to Disney there is no magic number they have to achieve to enjoy full membership.

bobbiwoz · Mar 7, 2015

The crew of DCL definitely welcomes us back! They appreciate returning customers with big smiles.

As far as the company, I do like the Platinum/concierge waiting area with first boarding, as well as Palo dinner and the little gifts.

DCL has made cruising a very pleasant experience. We also have pretty high status on Princess and RCCL. I sailed RCCL in December, a 9 night Southern Caribbean cruise. At the Crown & Anchor cocktail party, only cocktails were provided. I love the appetizers and extra treats that DCL offers as well.

Bobbi

perditax · Mar 7, 2015

I thought 'Platinum' status had some other perks, like boarding sooner and being able to book things like cabanas much sooner?

Certainly enough perks to make a first-timer feel jealous, and isn't that the goal?

Patinmn · Mar 7, 2015

Big Willie said:
Disney is very cautious in providing the same magical experience to all of its guest. Look at the parks. Disney doesn't sell its Fastpasses as Universal or Busch Gardens. We are all afforded the same experience regardless of admission price. This eliminates having a group of persons who feel they are receiving less than a more privileged group When we as repeat guest expect "a little extra" we are advocating a system of inequity. Are we not saying "Me first"? Of course there is a certain amount of perks and such that go along with cabin category choices and conceirge. Disney as a business has to continue to grow the product. In the business world its grow or die. So, there has to be a balance. Reward the past guest but entice the newbie. If Disney were to overly reward the past guest then what would make new guest stay? If a higher OBC is offered to Platinum Members it has to be balanced by adding revenue somewhere else. Would they raise fares for Gold, Silver, etc? Or would they devalue the OBC like airlines do? I have 200,000+ USAIRWAYS miles yet I'm flying Southwest to Florida because the surcharges and availability restrictions devalue the USAIRWAYS mileage.

Each cruise I have taken on DCL since the first in 2005 I have brought along a new group to share the experience. If the new families where not able to share in PALO (because repeat guest get "all" the slots) or if they always received 3:30pm boarding times(becuase repeat guest get all the early slots) what would make them see the experience as magical? I love perks and being recognized as a loyal customer but I love more that DCL/Disney gives me and all my guest that same magical experience I felt on my first trip in 1974. I love that as I introduce my nieces and nephews to Disney there is no magic number they have to achieve to enjoy full membership.

Well said.

bulldog42 · Mar 7, 2015

My thought is a little different. I have a bit of an issue with the status of past cruisers. The levels of silver, gold and platinum are made for inequality. For example, my family lives in Canada and have done three cruises so far, all have been seven nights. That puts us at silver but we have paid for 21 nights as opposed to the people who live near a port and book a three night cruise and are at the same level as we are. Five cruises of seven nights cost more
money than the five cruises of three nights to get to the same level. Most cruise lines use nights spent aboard to calculate levels and I think that system is way more logical!

insureman · Mar 7, 2015

Big Willie said:
Disney is very cautious in providing the same magical experience to all of its guest. Look at the parks. Disney doesn't sell its Fastpasses as Universal or Busch Gardens. We are all afforded the same experience regardless of admission price. This eliminates having a group of persons who feel they are receiving less than a more privileged group When we as repeat guest expect "a little extra" we are advocating a system of inequity. Are we not saying "Me first"? Of course there is a certain amount of perks and such that go along with cabin category choices and conceirge. Disney as a business has to continue to grow the product. In the business world its grow or die. So, there has to be a balance. Reward the past guest but entice the newbie. If Disney were to overly reward the past guest then what would make new guest stay? If a higher OBC is offered to Platinum Members it has to be balanced by adding revenue somewhere else. Would they raise fares for Gold, Silver, etc? Or would they devalue the OBC like airlines do? I have 200,000+ USAIRWAYS miles yet I'm flying Southwest to Florida because the surcharges and availability restrictions devalue the USAIRWAYS mileage.

Each cruise I have taken on DCL since the first in 2005 I have brought along a new group to share the experience. If the new families where not able to share in PALO (because repeat guest get "all" the slots) or if they always received 3:30pm boarding times(becuase repeat guest get all the early slots) what would make them see the experience as magical? I love perks and being recognized as a loyal customer but I love more that DCL/Disney gives me and all my guest that same magical experience I felt on my first trip in 1974. I love that as I introduce my nieces and nephews to Disney there is no magic number they have to achieve to enjoy full membership.

You do make some valid points points however I would have to disagree with some things. Although fast passes are not sold you can go on the VIP tours at Disney World and get back doored on a lot of attractions. We have done this a few times at WDW, it's not cheap but if you can afford this option why not. Some see this as an inequity. Also don't be surprised with My Magic + that WDW resort guests will get additional fast passes based on your resort level. As far as DCL is concerned for the most part anyone sailing below concierge level does get basically the same service but there is a big difference in concierge sailing versus standard cabins especially on the Dream and Fantasy. We have been very fortunate to cruise concierge on 6 DCL cruises out of 14. Some people would see this as an inequity. I can remember a few cruises ago when I was accessing the concierge private sundeck from the outside gate when a husband and wife tried to get in behind me. The concierge host stopped them to explain that this was for concierge passengers only. The wife was not happy at all and wanted an explanation on why we had our own sundeck. To get back on point DCL does care about past cruisers, and as you point out it is a business so as long as people keep booking there is no need to offer many incentives.

Msidescooter · Mar 7, 2015

bulldog42 said:
Five cruises of seven nights cost more money than the five cruises of three nights to get to the same level. Most cruise lines use nights spent aboard to calculate levels and I think that system is way more logical!

While it cost more to be on a seven night trip, the average cost per night per person is a bit less. We sailed on the dream for a three night and it was about $1,400 (before taxes and gratuities) for the two of us, this averages out to $233 per person a night. Verses $2900 for the OBB we did for a 7 night on the Fantasy around the same time next January, this one averges out to $210 a night per person.

Msidescooter · Mar 7, 2015

As other's have pointed out, DCL has to walk a fine line to keep all their interested parties happy (customers, employees, stock holders). Personally, I think they have Castaway Club because it is the norm for cruise lines to have a rewards program for frequent cruisers. If DCL could get away with not offering it, I'd think that they would. But as they chose to play the game, they need to play by the rules set by the industry.

On a whole, the club doesn't seem to be well managed. Yes they have gifts for silver members, early book for gold/plat, and plat get a Palo meal with a private-ish line at the terminal. But they advertise that they'll send out an e-newsletter, but it hasn't been updated since the Summer of 2014. They advertise that CC members get their own phone line, but once you enter your CC number it routes you to the normal line. Even the fun download sections have very little to actually download.

Frequent buyer/flyer/cruiser programs are designed to retain current customers. Typically, it is far cheaper and more cost effective to keep current customer's happy than it is to attract new customers. However, Disney is an exception to this rule as there will always be new customers to replace those that choose to sail with other cruise lines. Disney knows this, as does many people who frequent DCL cruises. My friends who talked me into doing a DCL cruise as our first cruise said they keep cruising with DCL because they love the ships, the atmosphere, and a who laundry list of reasons. But they did not say they sail because they love the CC member benefits.

As for the inequality argument. This is a fact of life in a capitalist society, some have more than others. And if you can spent it, why not spend it? I'm not rich by any definitions so I doubt I'll be sailing concierge any time soon. DCL has the concierge class cabins to allow those that prefer to spend more to get more to do so. Every industry has this, so when I hear about people yelling at cast members because they can't visit the concierge lounge, it upsets me (I witnessed this on our cruise as well. I had to fight back the urge to jump to the defense of the CM).

I'll get off my soap box now.

cgolf · Mar 7, 2015

bulldog42 said:
My thought is a little different. I have a bit of an issue with the status of past cruisers. The levels of silver, gold and platinum are made for inequality. For example, my family lives in Canada and have done three cruises so far, all have been seven nights. That puts us at silver but we have paid for 21 nights as opposed to the people who live near a port and book a three night cruise and are at the same level as we are. Five cruises of seven nights cost more
money than the five cruises of three nights to get to the same level. Most cruise lines use nights spent aboard to calculate levels and I think that system is way more logical!

We have 10 cruise and 74 nights on ship with 14 of those nights concierge. The only perk I was disappointed in DCL dropping was the extra 150 OBC for Platinum cruisers. Just looking at Holland, and in laws are 3 star and the 4 and 5 star perks are incredible.

I started this thread to just get people's thoughts, we will be loyal to DCL for a while yet regardless of the perks, do I wish they would step it up like some other lines sure, but won't keep me from booking DCL

hanscarlet · Mar 7, 2015

I cannot answer this until I get off our second cruise next month. However I do agree with the idea of the CC status being based on nights versus # of cruises to get one's status higher... that said if DCL starts sailing out of NYC again, I'll book like 4 2 night cruises just to up my status lol (kidding, kind of )

cgolf · Mar 7, 2015

For those that haven't seen them, maybe search out other lines and check out the perks. I know I was eurprised by holland Americas.

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