Cuan Law cancellation - be forewarned when you book

[caymaniac]

On the pacific diving, once we have been to Australia and PNG it makes the diving in the Caribbean ...so-so. I still can enjoy it, it's that some of the fantastic diving in the Pacific is really...well fantastic

 

[shelfrick]

I agree!!!

In addition to your DAN for medical check out Dive Assure. We had to leave a liveaboard early and while DAN covered the medical portion I think it was our Dive Assure that helped with the travel end.

Just a word of advice for those going on this boat or other similar charters. I actually booked insurance for this trip from a large, nationally recognized insurer, thinking I would be safe if the Cuan law cancelled. What I failed to realize, and it is my own fault for not checking more closely, is that if the supplier is not a recognized supplier by the insurance company, then there is no refund of costs. Because this insurance company did not recognize Cuan Law, they would not reimburse costs.

Next time, I will check out Dive Assure!

 

[TheUWPhotographer.com]

In my business I work with many live-aboard dive operators around the world. I've worked very closely with the owners of Cuan Law for many years. They are one of the BEST RUN live-aboard operations that I've had the pleasure to know. I've been on the boat three times and each trip was better than the last. They run a top notch operation and I highly recommend them and their beautiful boat.

The owners of Cuan Law are neither greedy or deceptive. In fact, I've found them to be some of the most fair and honest people I do business with. They are running a business and have to make business decisions that will keep them in business. I'm sure their cancellation policies are no different than any other live-aboard trying to make a living in this industry and economy.

If someone makes the decision to purchase non-refundable or fee-for-changes airline tickets after having been told that the trip could possibly cancel because it was not full, then they have nobody to blame but them self. If someone buys trip insurance without knowing what they are covered for, it sounds to me like they need to re-think their policies.

 

[Nesher]

In my business I work with many live-aboard dive operators around the world. I've worked very closely with the owners of Cuan Law for many years. They are one of the BEST RUN live-aboard operations that I've had the pleasure to know. I've been on the boat three times and each trip was better than the last. They run a top notch operation and I highly recommend them and their beautiful boat.

The owners of Cuan Law are neither greedy or deceptive. In fact, I've found them to be some of the most fair and honest people I do business with. They are running a business and have to make business decisions that will keep them in business. I'm sure their cancellation policies are no different than any other live-aboard trying to make a living in this industry and economy.

If someone makes the decision to purchase non-refundable or fee-for-changes airline tickets after having been told that the trip could possibly cancel because it was not full, then they have nobody to blame but them self. If someone buys trip insurance without knowing what they are covered for, it sounds to me like they need to re-think their policies.

Now that's the attitude I've come to expect from this open progressive forum.

This is really noteworthy of a progressive forum.

Listening but not really hearing the true argument, running headlong into subjective conclusions w/a jab of personal attack.

The vast majority of us are in business in one industry or another. Being in business is not enough for a demand of deference.

I closely watched this thread to see if anyone had the heart to actually consider if these policies could or should be changed and discuss viable alternatives.

Instead of business minded people intelligently considering new possibilities, it's become a lovefest testimonial service.

Since we can't think of anything better let me offer a few alternative customer policies and practices.

For those of you who don't want to wait until the very last minute to purchase airfare because you need to know if the charter is actually going somewhere or not.

Here's my advice, until they commit to actually going somewhere, don't pay the full price until they do.

If you have to wait for a confirmation before you purchase your airfare, note the price at the time of your reservation. If the price of your airfare has gone up, demand the charter company pay the difference.

If you don't find those acceptable, then find another operator altogether who is committed to their calendar and give that operator your business, money and time. (It is your week you're sharing with them after all)

Above all check with your major insurance provider to see if they can save you from being insulted on Scubaboard by covering all your trips and destinations.

Lastly refuse to do ANY business with a company that will marginalize you as a customer because of an inconvenience to their business.

Business practices and policies change all the time with forward thinking companies.

Companies on the decline will make the customer suffer for their inabilities. They are responsible for selling the spaces on the boat, customers should not be inconvenienced for their failures.

If they can't sell the minimum numbers for a charter it's the companies policies that should be in question, not the guy or gal who took time out to call, reserve, send money, buy airfare, purchase gear, get a hotel, buy travel and dive insurance, etc.....

Lastly don't allow yourself or other's to be treated as second class citizens by a dive operation because you deeply love the sport or because you've had prior experience and they treated you well.

How would you feel if that was your vacation you worked, saved and planned for and waited with great anticipation to go on?

 

[TheUWPhotographer.com]

Now that's the attitude...blah, blah, blah, blah...anticipation to go on?

Good luck with that!

 

[DPJ]

Within the past hour I read an article on another scuba news website that addressed this issue. The article opened with these sentences:

"When you go to a movie and only three other people show up, does the theater close? If you’re the only couple at a restaurant, do they refuse to serve you and shut the door? Obviously, no to both questions. So why can’t the same be expected from​

dive operators?"

I shutter to think I could become acclimated to a industry standard or practice that would so devalue me as a customer.

What's even worse would be my failure to see how totally unacceptable those practices and standards are.

This not a fair comparison. It is much less expensive to run a movie or serve a meal than to run a 100 foot boat with Captain, engineer, cook, steward and two dive guides.

 

[bcaderunr]

This not a fair comparison. It is much less expensive to run a movie or serve a meal than to run a 100 foot boat with Captain, engineer, cook, steward and two dive guides.

Implication here is that the Capt., Engineer, Cook, Steward and 2 dive guides do NOT get paid if the boat stays in port. If they do get paid, then why NOT take the boat out. If they don't, then why should THEY have to bear the burden of the Owners' poor management of the operation? That's gotta be a real morale booster.:depressed:

 

[mike_s]

Implication here is that the Capt., Engineer, Cook, Steward and 2 dive guides do NOT get paid if the boat stays in port. If they do get paid, then why NOT take the boat out. If they don't, then why should THEY have to bear the burden of the Owners' poor management of the operation? That's gotta be a real morale booster.:depressed:

Every boat operation has their own methods of paying their crew. Some might work completely on tips or some might work part salary and part tips.

some crew get paid a salary that is monthly and some are paid per trip.

some the captain(s) might share in the tips for example, and some the deck crew only might get the tips.

It all differs per operation.



Regardless, many weeks of canceled trips by poor management of the operation ususally usually result in a lot more crew turnover eventually.


Like I said earlier, this doesn't benefit the customer or the boat (and/or the crew either).

 

[davisdivers]

This is for Damselfish: Be very careful with this company. We were very unhappy with the crew and way we were treated. The food was great but the logistics for eating were not great. The way the boat was set up for diving left a lot to be desired. Each diver suited up one at a time and waited to board a dingy. Riding on the float of the dingy with tank straped to your back hanging over the side was a chore in calm waters, and we had more non-calm waters. We wrote the company when we got home, listing pros and cons, never heard from them.

 

[shelfrick]

In my business I work with many live-aboard dive operators around the world. I've worked very closely with the owners of Cuan Law for many years. They are one of the BEST RUN live-aboard operations that I've had the pleasure to know. I've been on the boat three times and each trip was better than the last. They run a top notch operation and I highly recommend them and their beautiful boat.

The owners of Cuan Law are neither greedy or deceptive. In fact, I've found them to be some of the most fair and honest people I do business with. They are running a business and have to make business decisions that will keep them in business. I'm sure their cancellation policies are no different than any other live-aboard trying to make a living in this industry and economy.

If someone makes the decision to purchase non-refundable or fee-for-changes airline tickets after having been told that the trip could possibly cancel because it was not full, then they have nobody to blame but them self. If someone buys trip insurance without knowing what they are covered for, it sounds to me like they need to re-think their policies.

One "greedy" aspect to the Cuan Law policies is that, once YOU commit, the Cuan Law can cancel at ANYTIME, and they are not bound by any minimum or maximum number of days. In other words, they could cancel up to the last minute if they so chose. Because I was concerned about the cancellation policy (granted, I was concerned about them cancelling the day before departure, leaving me with little options), I did communicate with them quite a bit to understand how they run their operation and what to expect in terms of the policy. Consistent with our conversations, I did trust they would use their good faith efforts on both ends - I trusted that they would not cancel at the last minute and I trusted that they would use the October conferences to market the open positions. I understand from other operators that I met while diving in Hawaii in September that, based on their experience, the October conference was highly likely to result in meeting the 8 person minimum-- consistent with what the folks of the Cuan Law had told me in August. In my mind, Cuan Law failed to act in a commecially reasonable manner by cancelling out 3 months in advance and before trying to market at the conference.

So, enforcing a strict no cancellation policy on its customers, but not even adopting a reasonable cancellation policy on its end re min/max days that they could cancel, in my mind, is greedy. Not acting in a commecially reasonable manner by failing to market the trip at least through the time period indicated is just bad business.

In the end, I'll just take my business elsewhere.