Cruises are meant to be smooth sailing, but sometimes things don’t go as planned. From missed ports due to itinerary changes to cabin issues, unexpected problems can arise. Unfortunately, many cruisers don’t realize they have the right to ask for compensation—and as a result, they leave money on the table.
I learned this the hard way on one of my early cruises, accepting whatever was offered without knowing I could ask for more. If you find yourself in a similar situation, here’s what you need to know about getting compensated when things go wrong on your cruise.
Cabin Issues
Cabin related issues are common on cruises, especially on older ships. You might experience problems with air conditioning, plumbing, or excessive noise from nearby cabins or public areas. If you run into any of these issues, the first thing you should do is report it immediately and request a fix.
For minor issues—like a clogged drain or a weak A/C—call maintenance and ask them to repair the problem as soon as possible. However, if the issue isn’t resolved or it’s something more serious, don’t hesitate to escalate the situation.
Speak with guest services and request a cabin change. If they can’t move you to another room, it’s time to ask for compensation. And don’t be shy about it—explicitly request onboard credit or another form of compensation. Cruise lines won’t always offer it automatically, but if you ask, you may be surprised at what they’re willing to provide.
My Cabin Leak Experience
I once went on a cruise with my husband, kids, and in-laws, and we had two cabins. Everything was going smoothly until, halfway through our two-week cruise, my in-laws’ cabin developed a major leak. Water was pouring from the ceiling non-stop, and it wasn’t just their room—several cabins along their corridor had the same issue.
To make matters worse, it was late at night, just after we had returned from a show. My kids were staying in my in-laws’ cabin, and since the room was completely uninhabitable, they couldn’t go to bed—well past their bedtime by then.
When we went to guest services, we found a long line of frustrated passengers dealing with the same issue. After hours of waiting, complaining, and escalating, my in-laws were finally moved to a suite—but it wasn’t until 1 am!
Meanwhile, my husband and I were in a tiny inside stateroom meant for two, and with our kids displaced, they had to squeeze in with us. It was a major inconvenience, so the cruise line eventually upgraded us to a balcony cabin as well.
At the time, we were inexperienced when it came to asking for compensation, and we accepted the room upgrades as if they were the only option. It wasn’t until after we got off the ship that I did some research and realized we should have also asked for onboard credit. I even wrote to the cruise line afterward to request compensation, but by then, it was too late—they declined it.
That’s the lesson I want to share with you: If you experience a major issue on board, ask for compensation while you’re still on the ship. Once you disembark, your chances of getting anything decrease significantly. In hindsight, I should have requested onboard credit in addition to the room upgrade—I’m fairly certain they would have agreed. We just didn’t know to ask!
Itinerary Changes
One of the most common issues on a cruise is an itinerary change. Cruise lines don’t actually guarantee that you’ll visit every port on the original schedule. If there’s a safety issue—like bad weather or rough seas—they’ll make adjustments as needed. The best case scenario, they’ll swap in a different port (you’re considered lucky when that happens), but more often, they’ll just add an extra sea day.
This is especially common during hurricane season when ships have to re-routed due to bad weather. While these changes are made for everyone’s safety, they can still be frustrating—especially if you were really looking forward to a particular stop. But the good news? Depending on the situation, you can ask for compensation.
My Baltic Cruise Example
On my recent Baltic cruise, we were supposed to stop in Copenhagen, but strong winds made it unsafe to dock. Luckily, we were already in Stockholm, so instead of losing a port completely, the captain decided to extend our stay there by an extra night and push back Copenhagen by a day. Since we still got to visit Copenhagen—just a little later—no compensation was given, and honestly, I didn’t feel like I needed any. I was thrilled to have another full day in Stockholm!
The only thing the cruise line did was refund pre-booked shore excursions for Copenhagen. However, they didn’t automatically rebook them for the new date—I had to go to the shore excursion desk and ask.
Some passengers assumed their tours would just transfer over, only to find out later that they had lost their spots because they didn’t confirm the rescheduling in time. I overheard a couple who had booked a popular city tour, and by the time they checked, it was already full for the new day. They were frustrated, but unfortunately, there wasn’t much that could be done at that point.
My advice? If an itinerary change happens and you still want to do an excursion at the affected port, don’t wait—head to the shore excursion desk as soon as possible. Even if the cruise line automatically refunds your original booking, that doesn’t mean you’re guaranteed a spot on the new date. It’s always better to double check so you don’t miss out on something you were really looking forward to.
My Sister’s Bermuda Example
My sister and her husband weren’t quite as lucky on their Bermuda cruise. Due to bad weather, the ship had to delay docking at Bermuda, so instead, they got an extra day at sea. That’s a big letdown, especially when Bermuda is the main destination of the cruise. They ended up with many days at sea and less days in Bermuda!
To make up for it, the cruise line gave every passenger onboard credit that they could use for things like drinks, spa treatments, or specialty dining. The catch? The credit couldn’t be used toward gratuities, and it was a “use it or lose it” deal—if they didn’t spend it by the last night of the cruise, it wouldn’t be refunded.
So, my sister and her husband made the most of it! They treated themselves to fancy cocktails, had dinner at specialty dining restaurants, and by the end of the cruise, my sister had stocked up on a bunch of merch from the gift shop. While it didn’t completely make up for it, at least they got some extra perks out of it.
Service Issues
Customer service problems can happen on a cruise, just like anywhere else. You might experience slow or rude service at a restaurant or bar, poor quality food, issues with room service, or even problems with the cleanliness of your cabin. When these things happen, don’t just accept it—speak up.
If you run into a service issue, go to guest services to complain. Depending on the situation, you can request onboard credit as compensation or, at the very least, ask to have your gratuities reduced. If the issue is serious enough, the cruise line may even agree to remove automatic gratuities entirely.
However, if you don’t feel comfortable removing gratuities for everyone in your cabin, you can also ask for them to be removed for just one person. That’s exactly what happened to me when I had issues with the balcony cleaning crew. After complaining to guest services, they agreed to remove the automatic gratuities for one person in my cabin as compensation.
Remember, if something isn’t right, it’s worth addressing it—many cruise lines are willing to make it right if you ask.
Luggage Issues
Luggage problems can be frustrating and stressful during your cruise. Your bags might arrive late, get damaged, or—worst of all—go missing entirely. If this happens, don’t wait—head straight to guest services to report the issue and find a solution.
If your luggage is lost or damaged, ask for onboard credit as compensation to cover lost items or repairs. If your bags are delayed, you can also request free laundry service to help you manage until your luggage arrives. Cruise lines understand that these situations are inconvenient, and if you advocate for yourself, they’re often willing to offer something to make up for the trouble.
The Art of Escalating
Getting compensated when something goes wrong on your cruise isn’t always easy. It can be stressful and frustrating, and sometimes guest services will push back or flat-out say no. The key to success? Escalation. You need to be mentally prepared to stand your ground.
If guest services isn’t resolving the issue, ask to speak with a supervisor. If that doesn’t work, escalate further to the hotel director. I’ll be honest—this isn’t always comfortable, and it’s definitely not how I want to spend my vacation. But persistence pays off.
Most importantly, don’t wait until after your cruise to file a complaint—your chances of getting compensation drop significantly once you’ve disembarked. Your best bet is to negotiate while you’re still onboard.
The easiest form of compensation to ask for is onboard credit, but you can also request things like free specialty dining, free drinks, free WiFi. For smaller issues, you can even ask for a free bottle of wine. For big issues, see if you can get a room upgrade. Cruise lines have more flexibility to offer these things while you’re on the ship, so don’t hesitate to ask!
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