Is the Service on Cruise Lines Going Down Hill?

I’ve started hearing more and more complaints about the customer service on cruises…The criticisms run across all the lines. This Reddit thread in particular caught my attention.

The OP had a less than stellar experience on his last cruise because he felt the staff was short-handed. And after reading reviews on other cruise lines, many seasoned passengers felt the level of service has decreased since the Pandemic.

So, what gives? This commenter blames post Covid lapses:

“I’ll answer your question with a question. Is there any segment of the hospitality and travel industry that hasn’t gone downhill lately?

Covid gave a lot of companies the excuse to make changes in favor of profits over consumers and in a lot of places we’re now seeing “how much can we cut but still maintain profits”

Another commenter suggested that cruise prices have risen so much that passengers expect more on board. Yet, while the cost has gone up, the standard of service hasn’t.

I cruised on the exact same ship, The Enchanted Princess in January 2025, for a 10 day Southern Caribbean Cruise and then in July of the same year for a seven day Western Caribbean itinerary.

During the 10 day cruise, I thought the staff was exemplary. I’ll never forget, while we were walking through the ship, an employee (I don’t know what his title was) stopped what he was doing and asked if we needed help. I guess we looked lost.

Our cabin steward showed up almost immediately when we entered our cabin and helped us set up the WiFi.

The staff in the main dining room where we ate breakfast everyday, went out of their way to make sure the meal was superb, and it was.

The sailing in July seemed a little bit more crowded, I guess because more people had vacation time. And while the service was excellent, I didn’t feel like it matched the extra attention we received on our January sailing.

It could be too, that on a 10 day voyage, you really get to know the crew and it’s definitely a more personal experience when you experience three sea days.

In this Reddit thread, the OP can’t believe how much prices have gone up in just one year. A commenter chimed in that cruise lines hike fares because they can:

“It’s demand. Cruising is more popular than ever. Ships are filling up faster than ever. Cruise lines can charge more because people are paying it.”

I booked a balcony cabin on Royal Caribbean’s Legend of the Seas. Billed as the largest ship in the world. And boy, am I paying for it.

Unless we are blown away by this vessel, it may be our first and last sailing on this gigantic ship.

The smaller, older ships seem to offer more value. But the reviews are mixed.

This Redditor seems convinced that older, smaller ships are the way to go:

“went on a cruise in Europe and Morocco - on the celebrity infinity which is an older ship.

it didn't have any water slides or roller rinks or surf machines or anything like that you'd find on big new ships these days.

the ship was old but it wasn't dirty or falling apart but just dated.

it was frigging awesome. Hands down best cruise ever.”

I am hoping that the prices on Icon and Oasis class ships will come down as they age. But will they offer the same charm and comraderie as some of the older, more classic vessels?

When I asked a seasoned cruiser about her experience on the mega ships, she told me that you never feel like you are in a huge crowd. The spaces are designed so that you don’t feel cramped and you always have lots of restaurants to choose from.

OK, that seals the deal for me. I’m sticking with the big boats!