Cruises are supposed to feel effortless. You pack your bags, step onboard, and let the itinerary unfold while someone else handles the details. That’s the promise of cruising: comfort, convenience, and a memorable experience from start to finish.
But sometimes, things don’t go as planned.
Maybe your stateroom wasn’t ready when you arrived. Maybe there was a billing issue on your final statement. Maybe a shore excursion didn’t match what you were told. Or perhaps the experience simply fell short of what you paid for—and you want American Cruise Lines to make it right.
If you’re asking, “How can I file a complaint with American Cruise Lines?” you’re not alone. The good news is that you can raise concerns and request a resolution. The better news is that when you approach the process with the right strategy—clear documentation, calm communication, and the right timing—you significantly increase your chances of receiving a fair outcome.
This guide walks you through everything you need to know: what to do onboard, what to do after you return home, what to say, what to avoid, and how to escalate if needed.
Before you contact anyone, take a moment to define the complaint clearly. This is more important than most people realize. Vague complaints often lead to vague responses, while specific complaints are easier to resolve.
Here are common complaint categories cruise guests experience:
Stateroom not clean or not ready on arrival
Maintenance problems (leaks, noise, HVAC issues)
Room not as described
Accessibility issues not properly accommodated
Poor customer service
Unprofessional behavior
Lack of responsiveness
Communication issues
Poor food quality
Lack of dietary accommodations
Limited options compared to expectations
Dining delays or inconsistent service
Port changes or cancellations
Shore excursions not as advertised
Delays that disrupt plans
Transportation problems
Unexpected charges
Incorrect onboard billing
Refund delays
Promotional pricing disputes
Unsafe conditions onboard
Incident handling concerns
Medical billing confusion
Poor response to an emergency situation
Once you know the category, define your goal.
Ask yourself:
What outcome would feel fair?
A refund (full or partial)
Onboard credit or future cruise credit
Reimbursement for a specific expense
An apology and assurance of improvement
A formal investigation into staff behavior
Being clear about what you want makes it easier for the company to respond and helps you avoid getting stuck in a loop of generic replies.
If you’re still on the cruise—or if the issue happened during your sailing—your first move should be to report it onboard as soon as possible.
Why? Because onboard staff often have the authority to fix things immediately.
For example:
If your cabin has a maintenance issue, it can be repaired quickly.
If food service is inconsistent, the dining team may adjust your experience.
If an excursion problem occurs, the crew may help document it or suggest alternatives.
If a billing issue appears, it may be corrected before final charges are processed.
Depending on the issue, your best point of contact may be:
Guest Services / Front Desk: General complaints, service issues, billing questions
Hotel Manager or Onboard Leadership: Larger issues, unresolved problems
Dining Manager: Dining complaints, dietary concerns
Housekeeping Supervisor: Cabin cleanliness or maintenance concerns
Excursion Coordinator: Shore excursion complaints
Use a simple and respectful structure:
State the issue clearly
Explain how it affected your trip
Request a specific solution
Example:“Hi, I’d like to report an issue with our stateroom air conditioning. It hasn’t been cooling since last night and it’s been uncomfortable to sleep. Could someone take a look today, and if it can’t be fixed, can we discuss a room change?”
Even if they fix it, ask for confirmation that it was logged.
You can say:“Thank you for helping. Could you please note this on our account or provide a reference number?”
This matters later if you need to follow up after the cruise.
Companies respond better when you provide specifics. If you want your complaint taken seriously, treat it like a professional report—not a rant.
Here’s what to gather:
Your full name (as booked)
Your reservation number or booking confirmation
Ship name and sailing date
Cabin number
Names of staff involved (if relevant)
Dates and times incidents occurred
Receipts, invoices, or billing statements
Photos (for cleanliness, maintenance, food quality, room condition)
Screenshots of advertisements or itinerary descriptions
Written notes about what happened
Witness names (if traveling with others)
Any emails or messages exchanged with staff
A timeline helps the company understand what happened quickly.
Example timeline format:
Day 1: Cabin not ready at check-in, waited 2 hours
Day 2: Maintenance issue reported, not fixed until evening
Day 3: Shore excursion cancelled without alternative provided
Day 4: Charged for service we didn’t use
When you provide this level of clarity, you reduce the chances of being dismissed or misunderstood.
You can file a complaint in multiple ways, and each has advantages. The best method depends on the seriousness of the issue and the outcome you want.
Phone calls are useful when:
You need immediate clarification
There’s an urgent refund dispute
You want to confirm a policy quickly
Pros: Quick answers, real-time discussionCons: No written record unless you take notes
If you complain by phone, always write down:
The representative’s name
Date/time of call
Summary of what was said
Any case number or follow-up steps
Email is often the most effective because it creates a written trail.
Pros: Documented, detailed, easy to attach evidenceCons: Response may take time
If you’re seeking reimbursement or compensation, email is usually your best first step.
A letter may be helpful if:
You’ve already tried other channels
The issue is serious (safety, discrimination, major financial loss)
You want a formal tone and paper trail
Pros: Formal, structured, taken seriouslyCons: Slower response time
The biggest mistake people make is writing a complaint that’s too emotional, too long, or too unclear.
You can absolutely express disappointment, but the tone should remain calm, professional, and direct.
Here’s a structure that works:
Include:
Full name
Reservation number
Ship name
Sailing date
Example: “My name is Jordan Ellis. I traveled on [ship name] from [date] to [date], reservation number [XXXX].”
Example: “I’m writing to report several service issues that affected the quality of our trip, including a stateroom maintenance problem and incorrect onboard charges.”
Use bullet points for readability:
Date/time
What happened
Who you spoke to
What resolution was offered (if any)
This is where you describe what you lost:
Time
Comfort
Money
Experience
Special occasion disruption
Example: “Because the issue was not resolved promptly, we were unable to rest comfortably and had to spend significant time in public areas instead of our cabin.”
Be specific, reasonable, and polite.
Example: “I’m requesting a partial refund of $___ for the stateroom inconvenience and removal of the incorrect $___ charge from the final bill.”
Example: “Thank you for reviewing my concern. I’d appreciate your response within the next 10 business days. I can provide additional documentation if needed.”
Attachments can help your complaint, but only if they’re relevant.
Attach:
Final invoice or onboard statement
Photos (if they support the complaint)
Excursion receipts
Proof of payment
Screenshots of what was advertised
Avoid attaching:
Dozens of unrelated images
Long emotional notes or journals
Social media screenshots unless truly relevant
A good rule: 3–8 strong attachments are better than 30 random ones.
When you file your complaint, ask for confirmation that it’s been received and logged.
You can say: “Please confirm receipt of this complaint and provide a reference or case number for tracking.”
This is important because it:
Helps prevent lost emails
Speeds up future follow-ups
Shows you’re organized and serious
Cruise companies often need time to investigate. However, you should also protect yourself from endless delays.
A reasonable expectation is:
Initial response: within 5–10 business days
Full resolution: within 2–4 weeks (depending on complexity)
If you haven’t heard back, follow up politely.
Example follow-up: “Hello, I’m following up on my complaint submitted on [date]. Could you confirm the status and expected timeline for resolution? Thank you.”
Sometimes you’ll get a response that feels generic, dismissive, or incomplete. If that happens, escalation is appropriate.
Reply to the same email thread (keeps the record intact)
Restate your request clearly
Mention what you expected vs. what you received
Ask for review by a supervisor or Guest Relations manager
Example: “Thank you for your reply. Unfortunately, the proposed resolution does not address the documented billing error and the service disruption described below. I’m requesting that this be escalated to a supervisor for further review.”
Escalation isn’t about being aggressive. It’s about being persistent and organized.
The calmer you stay, the more credible you sound.
If your complaint involves billing or refunds, your approach should be extra structured.
List:
What you were charged
What you believe is correct
The difference
Example:
Charged: $248.00
Expected: $0.00
Dispute amount: $248.00
Receipts
Screenshots
Final statement
Any written confirmation onboard
Examples:
“Please refund $248.00 to the original payment method.”
“Please remove this charge and issue an updated statement.”
This reduces back-and-forth and improves your chances of success.
If your complaint involves rude or inappropriate behavior, you can still be firm while keeping your complaint professional.
Focus on:
What was said or done
Where and when it happened
How it made you feel or impacted your experience
What you want the company to do about it
Avoid:
Personal attacks
Guessing motives
Name-calling
Example: “On [date] at approximately [time], I spoke with a staff member at [location]. During the interaction, they spoke in a dismissive tone and refused to assist with a reasonable request. I’m asking that this be reviewed and that I receive confirmation that the concern has been addressed.”
You can request:
A written apology
Confirmation of staff coaching/training
A goodwill credit (depending on severity)
Itinerary changes can happen due to weather, safety concerns, docking restrictions, or operational needs. These are sometimes allowed under cruise contract terms. However, you can still complain if:
The alternative offered was unreasonable
Communication was poor
You lost significant value
You incurred extra costs
Instead of arguing whether they were “allowed” to change plans, focus on:
The value difference between what you booked and what you received
Any expenses you had because of the change
How the cruise line handled communication and alternatives
Example: “I understand itinerary changes can occur. However, the substitute experience did not provide comparable value, and no meaningful alternative was offered. I’m requesting partial compensation reflecting the change.”
This approach is more likely to be taken seriously.
If you want results, avoid these common errors:
The longer you wait, the harder it becomes to verify details.
Try to file your complaint as soon as possible after your cruise ends.
Anger is understandable, but insults and threats often backfire.
If you say, “I was charged incorrectly,” but don’t attach the bill, you slow down your own resolution.
A reasonable request is more likely to be approved than an extreme demand.
If you have multiple issues, list them clearly with headings or bullet points.
One of the best skills you can use during a complaint process is persistence with professionalism.
If you don’t get the result you want the first time, you can still keep moving forward without turning the interaction into a conflict.
Here’s how:
Use short, clear follow-ups
Keep everything in one email thread
Restate the facts without exaggeration
Ask for escalation calmly
Keep your request consistent
A helpful phrase: “I’m not trying to be difficult—I’m just looking for a fair resolution based on the documented issues.”
That tone can go a long way.
Every complaint is different, but here are outcomes people often receive when their complaint is well-documented and reasonable:
Removal of incorrect charges
Partial refund for disrupted services
Onboard credit or future cruise credit
Reimbursement for verified out-of-pocket costs
Written apology and acknowledgment
If your complaint involves something that was corrected onboard quickly, compensation may be smaller. If it involves multiple failures that significantly affected the experience, the company may offer more.
The key is to connect the complaint to a measurable loss: money, comfort, time, or a missed experience.
Before sending your complaint, make sure you have:
Reservation number and sailing details
Clear description of the issue
Timeline of events
Proof (photos, invoices, receipts)
A reasonable request for resolution
A polite, professional tone
A request for confirmation or case number
When you send a complaint that looks organized and fair, you’re much more likely to receive a response that’s equally serious.
If your cruise experience didn’t meet expectations, filing a complaint with American Cruise Lines can feel uncomfortable—especially if you’re worried you’ll be ignored or brushed off. But you have every right to speak up when something isn’t right.
The most effective approach is simple:
Report issues onboard quickly
Document everything clearly
File your complaint in writing
Ask for a specific resolution
Follow up politely and escalate when needed
Whether your issue is a billing error, a cabin problem, an excursion disappointment, or a service breakdown, a structured complaint gives you the best chance of a fair outcome.
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