As you know, I was once a huge proponent for Seabourn, aggressively and honestly asserting it was the best luxury cruise line in the world in part because it had the best customer service. When that changed, Seabourn sued me, trying to shut me up. Let’s just say the matter was “resolved,” I am still here, and Seabourn is on its third president in three years.
Why does this matter today? Why bring it up at all? Let’s get into it!
- It is not because of consistent reports from my clients and recent guests posting on most every social media site, sadly noting the significant slipping of the Seabourn product with many cutbacks and service lapses.
- It is not because most of the Seabourn executives and sales personnel have either been terminated or moved on to other cruise lines.
- It is not because Carnival Corp. has made it clear that investing in new ships for Seabourn, or even significant upgrades to its current fleet, aren’t happening in the reportable future.
- It is not even because Seabourn has shrunk its fleet by offloading the Seabourn Odyssey and partially chartered the Seabourn Venture and Seabourn Pursuit to an Australian company.
No, it is because, once again, when putting the Seabourn guest first matters the most, Seabourn put itself ahead rather than treating the Seabourn guests properly.
The other day, Seabourn Venture’s stabilizers failed (I have no idea when they will be repaired), and Seabourn’s response has been shameful. Their guests (or maybe it is better to relegate them to being called passengers ala Carnival Cruises) had paid top dollar for an expedition to South Georgia, Falkland Islands, and Antarctica. However, Seabourn canceled it due to the stabilizer failure. Oh, not the cruise, just the most important part of it: South Georgia!
In case you aren’t aware of the spectacular nature and history in South Georgia, here are two of my recent articles when visiting it with Aurora Expeditions:
- Aurora Expeditions – Antarctica, South Georgia, and The Falklands – October 2024: Part IV (South Georgia Begins!) – Goldring Travel
- Aurora Expeditions – Antarctica, South Georgia, and The Falklands – October 2024: Part V (South Georgia Continues!) – Goldring Travel
Seabourn’s compensation for these folks who spent $50,000+ to $100,000+ for their suites: a $1,000 Onboard Credit and a 25% discount on a future Seabourn cruise. Yup, the only way to see any real compensation is for the damaged passengers to – you guessed it – give Seabourn more business!
Seabourn has attempted to “put lipstick on this pig” by saying it gives them the opportunity to go further south in Antarctica and to see more places there…assuming the weather and seas are favorable. Trust me, having been to Antarctica nine times (I am currently at Neko Harbour, Antarctica as I write this while on another line) and South Georgia twice, it is akin to someone who ordered a Wagu beef extravaganza being told to accept a lobster dinner instead. Both are wonderful, but they are totally different.
At this point, I don’t know when it was determined that South Georgia would be eliminated versus when the guests were advised, but it probably is of little moment as Seabourn clearly was not permitting passengers to cancel without incurring a 100% penalty. The cruise contract – the one you never read – gives the cruise line the right to change ports and even entirely change the itinerary, so there is little to nothing contractually a person subject to this unfairness can do.
Just imagine a Once-in-a-lifetime expedition ruined, and Seabourn primarily cares about the financial impact upon itself, not the paying passengers. OK, you don’t need to imagine it because that is the reality of it.
With so many options out there in both the luxury cruise and expedition markets, why would you do business with a company that, should things happen again (and they can happen to any line), you are not going to be protected?
Maybe Seabourn, or more likely Carnival Corp and/or the bankers involved with the debt financing, will change their minds and do the right thing. Personally, I’m not holding out any hope for that.
Loyalty should work both ways, but alas, it seems Seabourn doesn’t see it that way. Shameful. Sad.
