When it comes to the best cruise line for customer service, Lauren Harvey has a favorite: Viking Cruises.
“Viking consistently delivers exceptional service,” she says. “You get dedicated attention and a warm, inclusive atmosphere. It’s this sense of community and attentiveness that truly sets Viking Cruises apart in the industry.”
Harvey isn’t just a traveler, she is also a travel advisor. And she’s got company. The latest Readers’ Choice survey by Elliott Advocacy, the nonprofit organization I founded, says Viking delivers the best customer service.
Here are the top cruise lines for customer service in 2024, according to the survey:
1. Viking
2. Holland America
3. Celebrity
4. Disney
5. Seabourn
The Reader’s Choice Awards, now in their 19th year, are based on a poll of readers of my nonprofit consumer advocacy site. Here are the other winners for 2024.
What makes these cruise lines so good? Let’s dive right in.
1. Viking Cruises
Harvey says Viking treats all of its guests well, whether they’re in a suite or an inside cabin. The service is second to none. “I can unequivocally assure my clients that Viking Cruises exemplifies impeccable service standards, distinguishing itself from lower-cost options,” she told me.
I’ve cruised with Viking, too, and she’s correct — the cruise line’s commitment to customer service is remarkable. But as a consumer advocate, I also get to see how Viking handles any customer problems that come up. And in that regard, the company stands apart from other cruise lines. Viking goes above and beyond to fix most consumer problems.
2. Holland America
Holland America has a focus on longer voyages in smaller vessels, which makes that attention to detail critically important. Readers raved about Holland America’s highly personalized onboard service. They also mentioned the many amenities, including its fine dining restaurants and on-board enrichment programs.
Another selling point for Holland America is its commitment to sustainability, which includes using solar power and reducing waste. Based on the low number of complaints we receive about Holland America, it seems the company has also invested in customer service initiatives. From what we can tell, the company responds quickly to almost all of its customers and takes care of them.
3. Celebrity
Readers liked Celebrity because it has a reputation for caring about the smallest details. From the welcome drinks to the gift baskets on board, the cruise line is a truly premium experience (and has premium prices to go with it). Behind the scenes, Celebrity invests heavily in crew training and ensures a low guest-to-staff ratio.
Celebrity has also invested in technology to ensure a better customer service experience, including virtual reality excursions and smartphone apps that allow you to control everything in your cabin from the lights to the thermostat. And when it comes to complaints, my advocacy team almost never hears from Celebrity customers.
4. Disney
If you have young kids and care about great customer service, then a Disney cruise may be in your future. The onboard experience caters to families, with plenty of activities and shows, but most importantly, lots of snacks and soft drinks. Disney also takes care of special food needs, with meals for passengers with dietary restrictions and allergies, such as gluten-free, vegetarian, and vegan options.
Disney somehow manages to make its cruises a magical experience without turning the ship into a theme park. Yes, there are plenty of family-friendly activities and entertainment options, but at its core, Disney’s cruise operation is well-run and excels at customer service.
5. Seabourn
Seabourn’s small ships and highly personalized service are legendary. But what really sets this cruise line apart from the rest is the dining. From its gourmet restaurant to its casual buffet-style dining, passengers say this is the ultimate foodie cruise. They also like Seabourn’s all-inclusive philosophy, which means you don’t have to worry about settling a big bill at the end of your vacation.
Complaints about Seabourn are rare, probably because there’s nothing to complain about — except maybe that your cruise is ending so soon.
Do this before you book a cruise
One of the best ways of vetting a cruise for customer service is to talk to an expert. A qualified travel advisor can connect you to a cruise that fits your needs and ensures you’ll get the best possible customer service.
“Booking through a travel agent will give you an additional layer of security,” explains Alex Mudd, head of Swoop Antarctica, a travel advisor who specializes in Antarctic cruises. “But it’s worthwhile to spend time choosing a travel agent who has the same values and commitments as yours. That way, you can be confident that you’re choosing from a selection of cruises that are already aligned with your wants and needs.”
If you pick the right advisor, that person will have already cruised on multiple ships and be able to share firsthand experiences. They are not on vacation when they’re taking these cruises, by the way. They’re doing research on the ship and cruise, and taking notes. And they can tell you every last detail of the ship, right down to where to find the espresso machines on board.
A travel advisor typically takes a commission from the cruise line and may also charge you a booking fee, so it’s worth keeping that in mind when shopping for a cruise. But apart from this list of cruise lines with the best customer service, a travel professional may be your best asset.
How to get better customer service on a cruise
So how do you get the best customer service when you’re on a cruise? You can book one of the cruise lines on this list, but that’s just the start.
“Once onboard, you have numerous opportunities to elevate your service experience,” explains travel advisor Kristin Winkaffe of Winkaffe Global Travel.
Always share your preferences and requirements early with the cruise line, ideally before boarding the ship. This could include dietary needs or specific room setup preferences.
Establish a friendly connection with the crew. Even a simple chat or a kind gesture can enhance the level of service you receive.
Clear and courteous communication of your needs allows the crew members to customize their service to meet your expectations, ensuring a more enjoyable and personalized journey.
And don’t forget the ship’s concierge or guest services desk. The whole purpose is to help make your stay more comfortable, and they can often accommodate special requests, provide recommendations, and offer assistance that can improve your experience.
In a sense, this list of the best cruise lines for customer service is just a start. You can use it to help choose your next purchase. But you can also use these tried-and-true strategies for getting great service regardless of the cruise line.
