ACTA is a new consumer-driven advocacy group organized by and for cruise travelers. The need for a voice to speak up for the interests of the individual cruise traveler inspired us to form the organization. The organization's goal is to assist the cruise industry in understanding the needs of the traveler and how they can best communicate, promote and foster the value, desirability, safety and affordability of the cruise experience, while at the same time affording protection and remedies for consumers who experience a less than perfect cruise vacation.

Background   The vast majority of cruise travelers have a great cruise experience. Just read the blog comments and cruise reviews.  You will find many of them are gushing with accolades about the crew, ports-of-call and the ship's amenities. They love cruising and they tell all their friends about their experience. They join past passenger clubs, earn benefits and cruise again and again.   Some cruise travelers are first-timers and do not know or understand what happens when you book, pay for, and take a cruise vacation. Often, they don't know what's in a Contract of Passage, or that the vessel they are going on is "foreign flagged" and once they step onboard, they are no longer in the United States and don't have the same rights and protection as they have at home. Seasoned travelers and first-time cruisers once in a while, run into problems. And solving them is often a chore. There are unclear or unknown procedures the cruise traveler can take if they have a problem or complaint. Crew members and management onboard often don't have the authority, or are not empowered or knowledgeable enough to solve a problem on the spot.

According to the CLIA, the cruise industry continued to experience growth and its contribution to the U.S. economy. Direct purchases by the cruise lines and their passengers totaled $19.07 billion in 2008, a 2.1 percent increase over 2007. It is expected to rise again for 2009. This spending resulted in $40.2 billion in total impact, an increase of 5.9 percent. The spending generated 357,700 jobs paying $16.2 billion in wages to American workers. Over 13.05 million people worldwide take a cruise vacation, a 4 percent increase had the following impact on the economy: Total economic benefit of the cruise industry in the United States: $40.2 billion Direct spending of the cruise lines and passengers on U.S. goods and services: $19.07 billion Total jobs generated by these expenditures: 357,700 Total wages generated for U.S. employees: $16.2 billion

Some passengers are told to write a letter to the home office once they get home. Responses often take weeks and from the cruise travelers point of view, end in an unsatisfactory result. Cruise passengers are left to comment on Blogs and Forums or file a formal complaint with their State department of consumer affairs.

We thought there may be a better way...

With such an impact on our economy, there are few organizations advocating in support of cruise passengers. Airline passengers have their own associations ( IAPA, ATA ),  so do travel agents (ASTA). Even rail passengers ( NARP ).

 

Now with an advocacy group behind them, cruise passengers can have a voice. Cruise lines that listen to that voice also benefit. With improved communication and problem resolution, the number of satisfied cruise travelers grows exponentially and that "word of mouth" endorsement of the cruise experience echo's even louder and louder. Good for business. Good for Fun. A better cruise experience for all.

So where do we begin. We think that's up to you. Rather than give you a template of of other similar  web sites, all prepared and ready to go, we first want to hear what you have to say, suggest and comment on, before we let the design guru loose. That way you become a part of it. Social networking to the max.  Tell us what you want to see from your organization. Tell uswhat you would have us do for you. Here's  a few suggestions for the cruise lines we might incorporate in our "Suggestion Box" segment of the web site.
 

Suggestions open for consideration...

 

1. For the cruise line; Why not establish procedures to respond to all cruise passenger complaints within 4 hours while at sea,  or within 24 hours from the home office, once a cruise passenger has returned home and make every effort to offer an appropriate resolution within 24 hours while the passenger is still aboard ship or after they return home, and complaint is filed,  propose a resolution within 2 weeks. Some cruise lines may already do this or have comparable procedures. It would be nice if they posted them online for everyone to see. 
 
2. The formal implementation of a Passenger Review Committee, made up of non-cruise line executives and employees but rather passengers and consumers – that would have the formal ability to review and investigate unresolved complaints. That is, complaints that did not come to a satisfactory resolution for either party after 2 weeks from the date of the end of the cruise traveler's cruise vacation.

3. Make lowest fare information, ports-of-call and itineraries, cancellation policies and required cruise traveler requirements available in an easily accessed location online at the cruise line's web site and updated in real-time. Don't bury them in a 'Site Map" or several layers down the web site page hierarchy. Make it easy to find.

 

Do you have a suggestion for consumers, travel agents, cruise lines,  or industry related government organizations. Send it to us : My Suggestions For A Better Cruise Experience. If it make sense, we'll add it here for everyone to see...

 

Under Consideration and Development

 

This web site is under development. In the coming weeks we'll be adding a blog, forum, resource center, cruise reviews written by travel professions and cruise travelers. Unbiased and unedited. ( provided of course if it's written in good taste )