Can Concierge Class Offer Concierge Service for our Cruise Vacation? Resolving Customer Complaints in Hospitality Management
Trade Tales: Decoding Customers' Stories
ISBN: 978-1-78714-279-4, eISBN: 978-1-78714-278-7
Publication date: 28 November 2017
Abstract
A family of three pays a premium to upgrade to Concierge Class cabins for a cruise vacation. After setting sail, they decide to add a shore excursion (sight-seeing option) to their vacation package. Upon making their way to the Concierge Desk, they are told that excursions are an “add-on” service provided by a third party company. The family felt that the butler service provided for Concierge Class passengers had overlooked sharing this information. The misunderstanding results in dissatisfaction with the premium Concierge services as well as the whole vacation experience. What should the cruise line company do?
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Acknowledgements
Acknowledgments
The case study was written by Irini L. F. Tang. The editorial commentary at the end of this case was written by Po-Ju Chen.
Citation
Tang, I.L.F. and Chen, P.-J. (2017), "Can Concierge Class Offer Concierge Service for our Cruise Vacation? Resolving Customer Complaints in Hospitality Management", Trade Tales: Decoding Customers' Stories (Advances in Culture, Tourism and Hospitality Research, Vol. 14), Emerald Publishing Limited, Leeds, pp. 139-145. https://doi.org/10.1108/S1871-317320170000014024
Publisher
:Emerald Publishing Limited
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