Our Un-Cruise was not what we expected, but because of the Company's/staff's commitment to making our time in Alaska special, we had a remarkable vacation. Due to engine breakdown, the ship did not leave port. Sounds like the making of a disaster - instead it was the beginning of an exciting adventure. Offered the option of ending the trip with total refund and future discount or the prospect of the ship being repaired and some days cruising (refunds for every day we didn't sail), we choose to stick around. Day excursions and two days at an Inn in Glazier Bay (air travel to and from, charters all at Un-Cruise's expense) allowed us to see almost everything the trip promised, even though the repairs were not completed during our stay.

Bottom line, we got total refund and future discount, had a wonderful time, albeit not what we expected, met some wonderful people with whom the adversity/uncertainty bonded us as we experienced the amazing response of the crew/staff as they went all out to make our time memorable.

Un-Cruise can write the book on "service recovery."