Cruise Hell: When a Cruise Goes Wrong
Most cruises go smoothly. Here is what to do, calmly, when yours does not.
Talk to a Cruise AdvisorMost Cruises Go Smoothly. Here Is What to Do When Yours Doesn’t.
Despite the name, this is not a site of horror stories. Millions of people cruise every year without a serious problem. But ships sail into weather, flights get delayed, bags go astray and people get sick, at sea just as on land. When something goes wrong, the travelers who cope best are the ones who knew in advance what their options were.
Cruise Hell is a calm, practical guide to the things that can spoil a voyage and what you can actually do about each one. We explain how to handle rough seas and seasickness, why ports are skipped and itineraries change, what happens if you fall ill on board, how to deal with lost luggage, what to do if you miss the ship, and how complaints, compensation and travel insurance really work.
Common Problems and the First Thing to Do
| Problem | First step | Read more |
|---|---|---|
| Seasick or the sea is rough | Eat lightly, get fresh air and look at the horizon; ask the medical center or guest services for help early. | Rough seas |
| A port is cancelled or changed | Listen for the captain’s announcement and check the daily program for refunds of prepaid tours. | Itinerary changes |
| You feel ill | Call or visit the ship’s medical center; report stomach symptoms promptly. | Illness on board |
| Your bag has not arrived | Report it to the airline before leaving the airport, or to guest services on board. | Lost luggage |
| You are late for the ship | Call the port agent number on your daily program, and the line’s emergency contact. | Missed the ship |
| Something was not as promised | Raise it with guest services on board, in writing, while you can still be helped. | Complaints |
Three Habits That Prevent Most Cruise Disasters
Arrive a day early
Flying in the day before embarkation turns a delayed or cancelled flight from a missed cruise into a mild inconvenience.
Insure the trip
Good cover pays for things the cruise line will not, from medical bills to catching up with the ship.
Read the ticket contract
It sets out what the line can change and what it owes you. Ten minutes of reading saves a lot of frustration.
What the Cruise Line Can and Cannot Promise
Every cruise ticket comes with a contract, often called the passage contract or ticket contract. It is long and dense, but it matters. In general, these contracts give the line and the captain wide discretion to change ports, times and routes for safety, weather or other operational reasons, and they limit what the line must pay when that happens. Terms vary by line and by country of sale, so read yours before you sail and keep a copy.
That does not mean you have no recourse. Lines often offer goodwill gestures, such as onboard credit or refunds of port charges for a skipped call, and in the United States the Federal Maritime Commission oversees the financial protection cruise lines must hold to refund passengers if a voyage is cancelled. Our complaints and compensation page explains the steps.
Stay Calm, Stay Informed
Crew deal with weather, delays and illness every week. The fastest route to a solution is usually a polite, specific conversation with the right department: guest services for most problems, the medical center for health, the shore excursion desk for tours. Write down names, times and what was agreed. If you are anxious about safety in general, our sister site Cruising Is Safe explains how ships, crews and regulators keep passengers safe; first-time cruisers will find a gentle introduction at First Time Cruise.
Who Is Behind This Site
Cruise Hell is part of the Smart Traveler network, led by Mister Cruise. He has sold travel since 1972 and worked full-time in the industry since 1977. He has sold or originated more than $500 million in cruises and has trained more than 500 travel agents.
When you ask for a quote, our cruise advisors at Mister Cruise handle it personally — not a call center — and book everything for you. Meet Mister Cruise →
Book With Someone in Your Corner
A cruise advisor can help when plans go sideways, from rebooking to insurance claims. Tell us about your trip and our cruise advisors at Mister Cruise will send free quotes.
Talk to a Cruise Advisor