The most common cruise complaints at guest services are about unexpected charges on the onboard account, noisy or faulty cabins, late luggage, crowded pools and itinerary changes. The least reasonable ones blame the crew for things nobody controls, such as the weather, rough seas or wildlife that did not appear. If you have a real problem, raise it calmly and early at guest services or with your cabin steward, because almost everything that gets fixed is fixed while you are still on the ship.
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This guide sorts common cruise complaints into ones that are fair and ones that are not, then explains how to complain on a cruise and after it: who to speak to on board, how to escalate once you are home, which outside bodies can help (in the US and the UK), and what compensation you can realistically expect.
Why Guest Services Hears So Many Cruise Complaints
Guest services (also called guest relations or the front office) is the ship’s all-purpose help desk, handling billing, lost property, cabin moves, port information and complaints for thousands of passengers. Queues peak on embarkation day and the last full day, mostly for account queries.
Most cruise guest services complaints fall into a few predictable groups, and knowing which one yours belongs to tells you whether the ship can fix it.
The Most Common Cruise Complaints (and Whether They Are Reasonable)
| Complaint | Reasonable? | What the ship can usually do |
|---|---|---|
| Unexpected charges on the onboard account | Often, if the charge is wrong or unclear | Explain or remove incorrect charges, adjust gratuities on many lines |
| Noisy cabin (machinery, venue above, connecting door) | Yes, if the noise is excessive | Investigate, move you if a cabin is free, offer an onboard credit |
| Broken air conditioning, toilet, shower or TV | Yes | Send maintenance quickly, move you if it cannot be fixed |
| Luggage not delivered or damaged | Yes | Trace bags, provide basic toiletries, start a damage report |
| Missed or changed port of call | Partly: frustrating, but usually allowed by the ticket contract | Refund prepaid port taxes and ship tours for that port |
| No sun loungers by the pool | Fair if chair-hogging is not policed | Enforce the reserving policy, suggest quieter decks |
| Rough seas and seasickness | No, nobody controls the weather | Seasickness remedies from guest services or the medical center |
| Rain, cold or cloud on a sunny itinerary | No | Indoor activities, alternative tours |
| No whales, dolphins or northern lights | No, wildlife and auroras are never guaranteed | Very little, unless a tour specifically promised a refund |
| Too many children on a family-focused line | No, if you booked a family line in school holidays | Point you to adults-only areas |
| Wanting the ship to turn back or wait for late passengers | No | Help you arrange travel to the next port at your own cost |
Charges on your onboard account
Billing is probably the single biggest source of complaints at the desk. The usual culprits are automatic daily gratuities (on mainstream US lines these are roughly $16 to $25 per person per day depending on line and cabin type), service charges added to drinks and specialty dining, Wi-Fi packages, and charges from a family member’s card. Check your account on the cruise line app or cabin TV every day or two rather than waiting for the final statement. Wrong charges are far quicker to fix early in the cruise than on the final morning.
Cabin problems
Noise from a nightclub, theater, laundry or anchor machinery, a cabin that will not cool down, a blocked drain or a smell are all legitimate complaints. Report them the same day. Start with your cabin steward for small things, and go to guest services if maintenance does not fix it or the problem is structural, such as noise. If you are still choosing a cabin, the site’s cabin guides, like the one on Celebrity Cruises cabins to avoid, help you avoid the most common noise traps before you book.
Late or missing luggage
Bags handed to porters can take until the evening to reach your cabin, which is normal. Report luggage to guest services if it has not arrived by early evening or arrives damaged, and keep medication and documents in your carry-on.
Itinerary changes and missed ports
Ports get cancelled because of wind, swell, port congestion, strikes, medical emergencies or mechanical issues. Ticket contracts give the captain and the cruise line wide discretion to change the itinerary, so compensation is limited. You should normally get a refund of the port taxes and fees for the skipped port and of any excursions booked through the ship. Some lines add a goodwill onboard credit, but this is discretionary. If a ship misses ports because of a mechanical failure, the CLIA Passenger Bill of Rights adopted by member lines does promise timely updates and, if the cruise ends early, a partial refund and travel home.
The Unrealistic Complaints Cruise Staff Hear Again and Again
Lists of “funny cruise complaints” are popular online, and many of the stories cannot be verified. The patterns behind them are real, though, and crew on every line will recognize them. Most come from expectations that were never realistic:
- Blaming the ship for the weather. Rough seas, rain or a cancelled tender port are not service failures. The ship can offer seasickness tablets and indoor entertainment, not sunshine.
- Expecting the ship to wait or turn around. If you return late from an independent tour, the ship can leave without you. Getting to the next port at your own expense is your responsibility, which is one reason many people book ship tours on tight port days.
- Complaining that the “ocean view” cabin looks at the ocean, or that an inside cabin has no window. Cabin categories are described clearly at booking. An obstructed view is only a valid complaint if it was not disclosed.
- Wildlife on demand. Whale watching, dolphin spotting and the northern lights depend on nature. Read tour terms, because some operators offer a second trip if nothing is seen, but most do not.
- Children on a family line. Booking a large resort ship in July and then complaining about children is a mismatch of ship and expectations, not a fault on board. Look at adults-focused lines or term-time sailings instead.
- Expecting free extras. Specialty restaurants, premium drinks and Wi-Fi are usually extra on mainstream lines. Check what is included before you sail.
Most of these disappear if you read the included-items list, cabin description and port schedule before you go. The site’s guides to first time cruise tips and the worst cruise ships according to reviews are useful for setting realistic expectations.
How to Complain on a Cruise and Get Results
The best results come from complaining early, calmly and to the right person. Here is a practical order of escalation on board:
- Start with the person closest to the problem. Your cabin steward handles cleaning, towels, bedding and small repairs. Restaurant issues go to the head waiter or restaurant manager. Bar problems go to the bar supervisor. Many small issues are fixed within the hour.
- Go to guest services if it is not fixed. Explain the problem, what you have already tried, and what you would like to happen. Ask for the name of the person you spoke to and, if relevant, a reference number.
- Ask for a manager for serious problems. For repeated cabin faults, a safety concern or a billing dispute that the desk cannot resolve, ask to speak to the guest services manager or hotel director. These senior officers can authorize cabin moves and onboard credits.
- Keep a record. Note names, dates and reference numbers, photograph faults and screenshot charges. Stay polite: the crew member in front of you rarely caused the problem.
- Use the mid-cruise check-in and final survey. Many lines send a short survey during the voyage and a full one afterward. Mention named crew who helped and specific problems. These surveys are read and affect crew and ship ratings.
Escalating Cruise Complaints After You Get Home
If the problem was not resolved on board, write to the cruise line’s customer relations department (sometimes called guest care or post-cruise relations) through its website contact form or email. Many lines’ websites also publish a phone line for questions about shipboard operations, which is one of the CLIA Passenger Bill of Rights commitments. Include your booking number, ship, sailing date, cabin number, a short timeline of what happened, who you spoke to on board, copies of evidence, and the specific remedy you are asking for. Keep it to one or two pages.
Check your ticket contract for deadlines. US law allows cruise lines to require written notice of a personal injury claim within six months and a lawsuit within one year (46 U.S.C. 30508), and other claims can have shorter limits set in the contract. If someone was hurt, speak to a maritime lawyer early rather than relying on the complaints process.
US passengers: the Federal Maritime Commission
For cruises departing from US ports, the Federal Maritime Commission’s Office of Consumer Affairs and Dispute Resolution Services (CADRS) runs a free cruise passenger assistance program. It can help you reach the right people at the cruise line and act as a mediator or ombudsman, but it cannot force a cruise line to pay compensation. Complaints go to complaints@fmc.gov with your booking details, the outcome you want and supporting documents. The US Department of Transportation’s complaint service covers airlines, not cruises.
UK passengers: ABTA
If you booked through an ABTA member (most UK cruise lines and travel agents are members), first complain to the company and give it time to respond. If you are still unhappy, you can register the dispute with ABTA. Its first stage is free and can take up to 50 calendar days; ABTA brings both sides together but does not award compensation. An optional second stage is independent arbitration with a legally binding award, which costs £150 for claims up to £25,000.
What Compensation Is Realistic for Cruise Complaints?
Expectations matter here as well. As a rough guide:
- Minor service issues (a slow meal, a missed towel change): an apology and a fix, rarely money.
- Cabin faults that affected several nights: an onboard credit or a future cruise credit is common; a cash refund is less common.
- Missed ports: a refund of port fees and ship excursions for that port, sometimes a small goodwill credit.
- Major mechanical failure or a cruise cut short: partial or full refunds and future cruise credits, in line with the CLIA Passenger Bill of Rights.
- Incorrect charges: removal of the charge in full.
Future cruise credits usually have expiry dates and conditions, so read them before you accept. If you are planning your next trip anyway, compare any credit against current offers in the guide to cruise deals for 2027.
FAQs
How do I complain to a cruise line and get results?
Raise the problem on board as soon as it happens, first with the relevant crew member and then guest services. Keep evidence and names. If it is not resolved, write a short, specific letter to the line’s customer relations team after the cruise stating the remedy you want.
How do I file a complaint against a cruise ship?
Start with the cruise line. If that fails and your cruise left from a US port, contact the Federal Maritime Commission’s CADRS team at complaints@fmc.gov. UK passengers who booked with an ABTA member can use ABTA’s dispute resolution service.
What are the most common cruise complaints?
Unexpected onboard account charges, noisy or faulty cabins, late luggage, crowded pool decks and missed ports top the list. Weather, seasickness and wildlife sightings are also common complaints, but the ship cannot control them.
Can I get compensation if my cruise skips a port?
Usually only a refund of the port taxes and fees and any ship excursions for that port. Ticket contracts let lines change itineraries for weather and safety, so extra compensation is a goodwill gesture, not a right.
