Topic starter
07/10/2006 7:21 am
I am a repeat cruiser with both the Mississippi and American Queens, having served aboard both several years ago as a dance host. I also taught dance lessons during a couple of these trips. This was my first time strictly as a passenger and I was anxious to share this peaceful and nostalgic lifestyle with my lady friend and 84 year old father. Unfortunately, I have had enough steamboatin' experience to be able to recognize a real step backwards in the delivered product. At this stage in my own life, the cost of a trip is significant, but not the major determining factor. But whatever I pay for anything, I look to receive VALUE for my money. With all the competition for customers in the cruising marketplace, I typically expect excellence, regardless of the company or the type of cruise.
Boy, was I disappointed and apologetic to my guests after building up their expectations for this grand vacation.
Yes, the big production shows were great - the best I have ever seen on the river boats. Glenn, Brian, Suzie and Corinne were simply fabulous. No, they were better than that! I still hate canned, click-track music with fake musicians and there were more fakers now than ever before. Travis, the Riverlorian, was also above top notch. Dining room food was much better than I remember from the crew mess but a few of the meals were not served hot. There seemed to be some grumbling, bitching and complaining among wait staff that never should have been heard by passengers.
My biggest disappointment was seeing how the bean counters have cut so much from entertainment that I will probably not return for another cruise unless some of these issues are remedied. One of my biggest reasons for riverboatin' is that I am a real dixieland fan. I remember so much great, hot dixieland jazz from past voyages, that I NEVER would have expected this to be one of the things the costs cutters would eliminate. There is simply no way any band can play dixieland without a trumpet or trombone. This is like an orchestra with no strings! How ridiculous and how sad. What can it cost for 2 musicians, compared to the real drop in perceived product delivery to the passengers. For those of us who know better and remember the 6 piece band, 4 guys just won't cut it, ESPECIALLY when they charge me as much as they do for passage. What IDIOT made this decision? How much do they have to save on salaries to be able to lose even 4-5 passengers/voyage who won't accept this lowered standard? Doesn't anybody up in the ivory tower have the sense to realize cause and effect relationships between excellent entertainment and passenger dollars? Duhhh.....
I was also saddened to see the quality of paddlewheel lounge entertainment changes. I love ragtime piano and banjo music, but most of what we were fed was guitar. I know that Paul prefers guitar to banjo, but that's NOT what I go on a riverboat to hear! In by-gone years there was so much more energy and excitement in the P/W lounge, including great, funny banter back and forth between piano and banjo players. That's gone now. Ambience has also changed. The musicians' area is cluttered and messy, the girl on the swing is gone (supposedly the Coast Guard said she could fall down and go boom) but one little item that was a big deal to me in the past was seeing the lighted, authentic paddlewheel churning its way up the river at night out those big windows, which unfortunately also looked like they had not been cleaned for 2 years. Nobody even bothered to turn on the paddlewheel lights for the first 3 nights of this cruise. I asked 5 different people from bartenders to guitar player to bar manager to hotel manager and nobody could get anything done about finding the light switch or was able to locate the mysterious person who could flick that switch! They all made noises like they cared, but NOBODY got that simple little switch turned on. It was only after asking the captain himself at a repeaters' party before there was a light on the wheel on night 4.
I don't think a passenger should have to be the one to ask and persist in following up on something that should be as elementary and simple as adding water to the boilers.
Other not-so-pleasant surprises included filthy floors in the movie theater, watching porters drag tables and chairs across the dance floor (instead of lifting them) and scratching the dickens out of that beautiful wood, no more birds in the pursers' lobby, no greeting on boarding (formerly a barbershop quartet or banjo player, dance hosts, etc), spiders and spider webs all over the decks and balconies (don't they own a pressure washer or does NOBODY in management have eyes or standards), chipped paint on rocking chairs, really UGLY stenciling job on the elevator doors and sides of the staircase- who ever ordered this gross travesty against the "olden days" decorating theme, and too much more.
I have so much love and nostalgia for the boats, the rivers and the river music, that I truly fear for the demise of this national treasure - our steamboats. It was only a few years ago that one could not even book a cruise on any of the 3 Queens less than 8 months out. Now ever without the AQ capacity, they can't fill the MQ. How sad!
In my past life I have worked primarily as a business management consultant. It does not seem too strange to me that business owners would carefully survey their own EXISTING customers to see what they do and do not like about the product and then LISTEN TO THEM !!!!! I commented years ago that the customer satisfaction survey is not specific enough to elicit any MEANINGFUL feedback and is intended primarily to convince executives that they are doing a great job because most people will simply check Excellent or Very Good, either because they are not discerning enough or because they do not want to hurt someone's feelings. Why is there a separate line item to evaluate the riverlorian and tour manager, but not the different forms of entertainment. Why can't we have a line to evaluate the cruise director? I thought the "kids" were outstanding but the rest of the night-time shows were mediocre at best, but there is only one line to comment on evening entertainment.
Too many businesses go belly up because arrogant higher-ups think they know everything but never go to the staff who are closest to the customer to seek feedback from them. The attitude seems to be - I'm an owner or manager, so I don't have to listen to any customer or direct-line service staff. I know everything. Right up 'til the time we go broke, then let's wonder what went wrong while we were asleep at the switch.
Before new owners think about TV sets in cabins, they had better fix what brings REPEAT passengers back on these boats. I don't know about others, but I want EXCELLENT service, cleanliness everywhere and top-notch entertainment. I can get it on every other cruise line for a better price, so these riverboats have to have something truly special to get my cruising dollar. Anybody else still young enough to handle a 4 ft. wave will be thinking the same thing.
Although I missed the dixieland band, I must say that Nate's quartet provided the best DANCE music I have ever experienced on any of these boats. As a good ballroom dancer and former instructor, I do know good dance music and these guys really provided it. Good tempos for each different kind of dance, short enough individual numbers, instead of 12 minute marathons with jazz riffs and solos. The dixieland bands (Tom Hook) played great jazz but did not know when they were playing a concert or amusing themselves and when they were playing for dancers.
Nate's group played good dance music but they could all have used an infusion of energy. I never saw such lack of enthusiasm from any band. It looked like they were just going through the motions. Maybe that's a result from the demoralizing treatment they have received from the new entertainment agent company, which has likely sucked the life out of these poor guys. No heads bobbing, no body movement, no eye-contact with passengers while they played. They just looked tired and bored to death.
The boat could use a GOOD cruise director with personality, humor and energy. The night that Glenn was emcee for Phil's show, we could all sense a phenomenal difference.
At the risk of sticking my neck out, I think one of the big problems that needs to get resolved by new ownership is something that manages to kill excellence in other businesses too and that is UNIONS. It seemed that too many people, particularly the musicians, were more concerned about how LITTLE they could do, rather than how much. There is no way that union labor can meld with excellence in service delivery. I don't know how management can fix this problem, but unless they can sweep all unions off those boats and get excited, efficiency-oriented staff in each and every personnel slot, their product is doomed to go down the drain. Foreign flagged vessels without U.S. workers and unions offer far, far superior products and have much happier crews, which result in much happier passengers.
The company brochure says there is entertainment in the lounge until "the wee hours of the morning". In actuality, music in the paddlewheel lounge does not start until 9:30pm and ends PROMPTLY at 11:30 with a nice break in between. The popcorn machine gets emptied out at 11:05 because the bartender wants to get out as soon as possible too. Damn the customer, just take care of the workers, so they can get off as early as they can. Although there have been a few cuts in number of musicians, the ones who remain certainly can't complain about being overworked and are more concerned about what the union says you can't do to them, than they are in service delivery to the customer. Well, when you don't please the customer, he doesn't shop as often, spend as much money, then look what happens to the workers - duhhh! Does anybody notice what we are learning about American vs Japanese automobiles? Too many rules to cut back what the worker CAN'T do eventually impacts the perceived quality by the customer, who then stops buying that product.
I believe the new ownership has a LONG way to go to win back the formerly loyal repeat customer, who is the backbone of this business. When I worked on the QE2, we typically had around 80% of our passengers as repeaters, not newbies. I think there were about 300 guests on the MQ this week and about 120 were repeaters. Hmmmmm....
Those who have no experience with the Queens from the good old days 5 years ago don't know what they are missing. Most of the new passengers probably enjoyed themselves and many will likely return for another shot at this riverboat experience. But I would bet a lot of money that repeaters are not repeating enough and that all the new TVs in cabins will not keep this company afloat if some much deeper changes do not happen.
When I worked on the boats before, I knew the crew grumbled and was not really happy. What I saw last week was a lot worse. Although they are professional enough to smile around the passengers, there is an attitude problem festering, likely stemming from management issues that need to be fixed a lot more than the aging paint job does.
I hope and trust that somebody who can make big decisions will read comments like mine and will try to save this product because the boats won't steam on the rivers if the passengers do not come. The problem is not PRICE, it is perceived VALUE. Let's all keep our fingers crossed that this latest change in new owners will FINALLY get smart enough to look at what they are selling and whether the paying public is willing to pay enough to buy it, so our historic steamboats can keep on steaming.
Bill Streit
Brandon, FL
08/10/2006 1:13 am
I Agree
I was on the MQ on the 22 Sep cruise from St Paul to St Louis, and agree completely with Bill. One day when I have more time, I'll elaborate on my thoughts.
This was our first cruise, and we were the youngest couple on board. We noticed what Bill said about the condition of the boat - was very sad to have our first impression be that of a cobweb at the Purser's desk!
We did hear that the MQ will be undergoing a complete reha over the next two winters. Will it be enough? Or too little too late?
Stay tuned for more!
John
09/10/2006 2:34 pm
I'm glad to hear that others have voiced what they have experienced without fear of recourse or reserve...which I have sadly experienced in riding on the DQ & AQ.
I'm sad to hear nothing has been improved for the better...seemingly.
In all reality it just seems that the cruise fares just increase and the level of service decreases with no added value.
I for one as well as several others that I personally know are just sick of paying 5 diamond prices to receive less than 1 star quality in return.
If passengers feel this way, it's no wonder the crew complains about their working conditions, I would too.
Maybe someone will start to listen before it's too late.
10/10/2006 2:09 am
If you treat people with respect..
and professionalism - it will be returned ten fold. If management decides to treat people with less, then they get what they deserve - which is loss of business. I was possibly considering working on the steamboats, but after looking into things, and seeing these few quotes (which I am sure is just the tip of the iceberg), there is no way any crew or musician who has a choice would work here. In the case of the musicians and the cruise director, the problem is not boredom - it is EXHAUSTION. I don't care how professional or talented you are, when you work for 6 months at a stretch with no days off, your creative energy, as well as your mental and physical health, is compromised. UNIONS are not the problem, the Peter Grey Terhune Entertainment company is. If they treated their contracted musicians as the professionals they are, not like clowns, and listened to their ideas and opinions, there would be an even better product than there already is (as Bill states in his post). Of course, having a real trumpet and trombone player onboard, not canned (even some of the vocals are canned!) is only logical.
The same goes for the crew. You show and give repect, let them know that they and their opinions are important, and there won't be as many grumblings. When you feel appreciated, it changes your outlook.
It seems to me that if people really want to hold onto their cherished steamboating experiences, then the "Bigwigs" at Ambassador need to be contacted and have these things explained to them. Maybe also DNC, since they had a hand in and on the boats for part of this year. Does anyone have the names/addresses of people to contact?
I would love to go on a riverboat that has live dixieland music, with crew who are genuinely enjoying the work they do!
Mimi Murphy
10/10/2006 5:15 am
Bill, Mimi, Pete, John,
From the press release of June 2006 are the following email addresses.
[email protected]
[email protected]
What do you have to lose by sending your well-thought out comments?
As I have thought about the issue a lot and shared with some others, one of the problems is that all of the boats although most especially the DQ are floating museums. Now, as I think about museums, they are always struggling to make money but their non-profit status, their donations, their grants are really what allow them to survive. If they relied solely on admission fees, they would probably have to close their doors.
It may be more a matter of accounting and I am not an accountant. I basically aced the courses in college and said, I hate this stuff. But all of the owners have struggled with the profit margin picture. So, I think the answer is much more complex.
I happen to agree that value for the money on such expensive vacations- well, it isn't there. I think crew morale has been getting lower and lower and rightly so. Not only was there a waiting list to book trips but there were lots of people to choose from to crew the boats for many positions. Now, it is a scramble to have full crews. It has become just a job for many- an exhausting job. I don't know if the unions are to blame or not. Again, I don't think there is a single answer here.
So, if you want to try and change things- send emails to the top brass (couldn't resist the play on words). Start with the ones doing the press releases. They are in PR. They should be able to get the ear of others. Let your voices and your viewpoints be heard.
Best of luck
Elaine
10/10/2006 7:00 am
Bill,
We had some similar experiences on our July cruise on the MQ. You can read my full review here
http://www.rivers-rails.com/boats-mq-review-3.shtml
I was also disappointed not seeing / hearing any brass. The outsourcing of the entertainment to Peter Grey Terhune Entertainment was done by DN (which still operates the boats until the end of the season). Rumors are that this will change by next year and some of the old folks will be back organizing the entertainment (for all boats including the Empress and Queen of the West).
I was also disappointed by the condition of the boat. Worn out and stained carpets, worn out and partially broken chairs in the Grand Saloon just to mention some examples. Rumors are that the MQ will undergo a major refurbishment during winter lay-up. So far there´re no details known to the public. But anyway the last refurbishment was in 1996. There´s been a discussion about modernizing the boats here
http://www.steamboats.org/forum/showthread.php?t=297
Although the quality of food did improove compared to the last years I was totally disappointed with the new menues. The Traditional River Fare is completely gone (o.k., there´s still an entrée called TRF but it´s not the one we´re used to). And no Mississippi Mud Pie for Captain´s Dinner anymore! I´m really no picky eater and I enjoy tasting as much American food as possible during our vacations. But this time on some nights it was really hard to find something on the menue. By the way our food was served fast and hot (I assume this mainly depends on your waiter).
I totally sorry about saying this: But with the new prices - even if I´m able to afford them which I´m not - I´m not willing to pay them for the product I´ve experienced this summer. If MAL/AI is keeping up the prices like this without any major changes future customers will be totally disappointed and the rate of repeat passenger will drop down rapidly.
Be sure, I´ve put all things down on my comment card this summer and I´m hoping that someone is reading them (and hopefully someone who is in charge of deciding changes).
Carmen
10/10/2006 1:12 pm
Mississippi Mud Pie
Hi Carmen,
Your comment card must have reached the correct place. I was on the DQ at Tall Stacks and Mud Pie was served twice. However, the band was still only four pieces. I'll post a longer description of the trip when I get back from the salt mines tonight.
Bear
11/10/2006 6:06 am
Well, for me the MQ just doesn't cut it. The main reason is that it has a minimum of deck space and looks like a hotel on a barge. The one plus for me is that it is a genuine steam boat.
After cruising on both the AQ and DQ, the DQ has emerged as my favorite. Simply, I like it's history, size and all-steam power. I also like the smaller number of passengers it carries. Yes, I will probably go aboard the AQ again if it doesn't become too modernized. After three cruises, I have not once felt the need to watch TV even though there is now one in the Betty Blake Lounge.
On our recent DQ trip (see my decription elsewhere on this forum), I will agree that the DQ needs a couple of changes. The band does need a trumpet player but Bob Stevens played his coronet a few times in the shows so that helped. All the musicians were great. The paint job, particularly the red paint was worn but I attribute that to this being near the end of the season.
-Jim Herron
11/10/2006 1:16 pm
First-Timer on MQ
This series of posts about the MQ is seriously making us rethink about our cruise in June - The Great Steamboat Race. Is there anyone or is there anywhere that someone can get accurate information as to what is being done to the MQ during it's refit over the winter? Has any marketing information been released as all of this type of dialogue is very negative, to the point that we are really questioning if this is the right time to cruise with this company.
Eleven days on a boat that would appear to be sub-standard is a very long time and for the money that this cruise is costing, one can have one darn fine holiday. So, if anyone has any information that can make us feel better about the MQ, please feel free to share it with us.
11/10/2006 1:46 pm
Kathy,
So far there´s no information released about the renovation of the MQ. All we heard are rumors.
Currently DN is still operating the boats. They sure don´t spend a dime on them right now after the sale. The Empress of the North and the Queen of the West have a much higher standard than the DQSC boats. MAL is mainly manned by American West Steamboat Company folks (some of them have worked for DQSC too). So I´m quite sure that the standards will go up under the new management. But for now noone can say anything for sure as MAL is not in control over the DQSC boats right now.
Right now it´s simply too early to say anything. And I won´t worry too much right now.
Carmen
11/10/2006 6:21 pm
text removed by Pete Sisak
11/10/2006 10:42 pm
Hello Kathy,
I would like to throw my two-cents in here if you don't mind. For the past year, DNC has put very little money into the up keep of the vessels. They made the sale and part of the condition of the sale was to finish operating the vessels for the remainder of 2006 season. At the moment, the AQ is in Woodriver, ILL going through one hell of a layup. MAL is spending plenty money on her to have her ready for 2007 season. The MQ and DQ will be going in to layup in November. For six months both boats will have plenty done to them to assure that they are the way they should be when they return into service next May. I have not talked to the new owners yet, but from talking with those in operation and hotel, I for one feel confidant that the boats will be in much better shape next season than this season.
We all have to keep a few things in mind about the boats. DNC is just trying to get to the end of the season without spending anything. This not only effects the passengers, but also the crewmembers. Everyone that works aboard the vessels will be terminated when the season ends and have no idea if they will be rehired. This works on the minds of all involved. Due to the Coast Guard requirements placed on us for security expectations, it takes more members in the navigation department to work the gangway instead of them cleaning the decks and other areas that need to be done.
As far as your June cruise, I feel that you will enjoy it and it will meet all expectations. Right now there are many past passengers upset at the direction the company has taken. Many are raising cane about instalation of TVs in the rooms. Well even if they are there, you don't have to watch it. Personally, I feel that the TV concept is great. There is supposed to be an info channel that will list all activities and their times, plus other onformative things to enhance your cruise.
What I am saying Kathy, is take the cruise, enjoy yourself and come to your own conclusion. You will not be disappointed and hopefully you will become a repeat customer that I will have the honor to serve while aboard enjoying the beautiful waterways our grand country has to offer.
If I can be of service to you, please don't hesitate to call on me.
Jim Davis
Pilot
Mississippi Queen
12/10/2006 2:29 am
MQ
Jim,
Thank you so much for responding to our concerns. It's been so difficult for us because this is a cruise that we are so looking forward to. We (Canucks) can't think of a better place to enjoy the 4th of July but in St. Louis. Also, our education included "Tom Sawyer" and all the great stories and legends of the Mississippi River so what better way to enjoy the nostalgia but on the MQ. We are cruisers and always keep an open mind and not allow negative comments or skeptism decide for us. So, we will continue to be positive and understand that changes are going to happen and look forward to all of them. We are booked on the Promenade Deck (room 408) - and will continue with our enthusiam for yet another 8 months 🙂 Hopefully, we will have the pleasure to have you on our cruise and we would love the opportunity to meet you.
Thank you again. We now are confident with the information you shared with us.
Cheers,
Kathy
14/10/2006 3:30 pm
I too look forward to meeting you and the family. You will be sleeping on my deck and chances are, we will run into eachother often. Look forward to it and I along with many others, look forward to a new season under new management that wants to make staemboating work for all of us. Passengers and crew alike.
Jim
14/10/2006 5:48 pm
Hi Jim,
How are you doing after your accident? Hope your leg is healing well and fast!
Carmen
16/10/2006 5:08 am
Thanks for asking Carmen,
Went into the operating room Thursday afternoon and the doctors cleaned it out and put a pump on the leg. This got rid of the rest of the infection and will allow the new to grow at a faster pace. Roxanne has been taking great care of me and I honestly owe her a long vacation when this ordeal is over.
May be late spring before I can ride my Harley Lowrider. Looking forward to getting back in the saddle and taking a nice long trip. May ride up and stay with Judy a few days and eat cookies.
Jim Davis
16/10/2006 12:31 pm
Well, you won't have to worry about me asking for a ride on your Harley, no motorcycle mama am I!!! Take it easy this winter so you'll be back on the MQ next season in fine form.
16/10/2006 10:47 pm
Make more cookies, we have a new arrival in the Davis clan. Riley James Davis was born today at 13:05 and came into this world wanting cookies from the best cooky maker either side of the Mississippi River. This makes the fith grandbaby to Roxy and myself. Ely River Dimart, by my daughter and son-in-law was born on the day I broke my leg. 4 boys and 1 girl, maybe I can get at least 1 good pilot out of the bunch.
Jim
17/10/2006 6:21 am
Jim,
Congratulations!! And all the best to the parents :-)!
Carmen
03/11/2006 3:05 pm
Hi All,
I do know that PGTE will NOT be involved with the AQ, MQ and DQ next season!! Hopefully The Entertainment will finally be resored to it's former glory, as it should be.