When Cruise Excursions Go Wrong
- e barrio
- 2 days ago
- 3 min read
Regardless of itinerary, ship, or destination, sometimes things go awry, even with planning.
On the latest cruise to Alaska aboard the Star Princess, we were reminded of two things:
When it comes to your port, have a backup plan
If things go astray with your day, handle with grace
The Excursion My Husband Couldn't Wait For
Long before we boarded the Star Princess, my husband had his heart set on an e-bike adventure in Ketchikan. The kind of excursion that becomes a highlight of the trip.
We booked it through Princess before sailing and assumed everything was set. Too late, we discovered that the excursion had never been successfully processed, and by the time we realized what had happened, it was sold out. ,
We were disappointed, but we tried to make the best of it.
Lesson 1: Verify Everything Before You Sail
This is the first major takeaway from us: before your cruise departs, don't simply assume your reservations are in place. Call the cruise line, log into your Cruise Planner, and double-check every reservation.
Confirm:
Shore excursions
Specialty dining reservations
Beverage packages
Internet packages
Spa appointments
Any special requests
A quick phone call before sailing could save you from discovering a problem once you're already at sea. It's a simple step we skipped that we won't skip again.
The Backup Plan
Fortunately, we were able to secure another excursion: a scenic canoe experience.
While it wasn't Michael's first choice, it looked like a wonderful alternative and gave us confidence that he'd still have a memorable day in Ketchikan.
Or so we thought.
When the Backup Plan Falls Apart
On the day of the excursion, Michael arrived as instructed and prepared for his adventure. However, after arriving, he was told he couldn't participate.
Princess had apparently oversold the excursion.
The operators running the experience were incredibly kind and apologetic. In fact, they seemed genuinely frustrated on our behalf.
They even mentioned that this wasn't the first time they had encountered a similar issue involving passengers from the inaugural Star Princess Alaska sailings. The excursion operator immediately refunded the booking and did everything they could to help.
Always Have a Plan B (C, D, E)
Travel doesn't always go according to plan:
Weather changes.
Equipment breaks.
Excursions get canceled.
Transportation runs late.
Sometimes mistakes happen. Especially when you're traveling to remote destinations like Alaska. Whenever possible, have an alternate plan in mind.
Research the port.
Know what's walkable.
Identify a few independent activities you'd enjoy if your original plans change.
Lesson 2: Working with Guest Services (Go With Grace)
After returning to the ship, we visited Guest Services, hoping they could help make up for the missed experience. The refund had already been handled by the excursion operator. What he was really looking for was acknowledgment that he had lost an experience he'd been looking forward to for months.
This is where the story takes a positive turn. Eventually, the Excursions Manager met with us personally. He handled the situation exactly the way customer service should work: he listened, he showed empathy, and took ownership of finding a solution.
As a gesture of goodwill, he arranged complimentary access to Spellbound, and it was fantastic. Spellbound ended up being one of the most memorable experiences of our entire cruise. While it didn't replace the excursion Michael missed, it did help transform a frustrating situation into a positive memory.
Advocate For Yourself Respectfully
Accept disappointment, but don't become angry. Be willing to advocate for yourself, but be respectful. Most customer service teams genuinely want to help, but they can only help situations they understand.
Approach situations calmly, with context, receipts if you have them, and that will produce better results than frustration will.
Final Thoughts
Whether you're planning an excursion, specialty dining, or a spa treatment, before you sail:
Verify every reservation
Confirm excursions and onboard experiences.
During your cruise:
Have a backup plan
Stay flexible
Expect the unexpected
And if things go wrong:
Show grace
Have patience
Advocate for yourself respectfully
Because travel isn't about perfection, it's about making memories, even when the itinerary changes.
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