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When you embark on a river cruise with Avalon Waterways, you expect a luxurious, seamless, and memorable experience. From elegant staterooms to panoramic excursions, Avalon is known for providing premium hospitality. However, like any large travel company, there may be times when a guest experiences an issue — a service delay, an itinerary change, or a billing dispute.
While Avalon Waterways strives to resolve problems swiftly through onboard or customer service teams, some concerns may require further attention. That’s where the escalation process comes in.
Avalon Waterways is part of the Globus family of brands, a trusted leader in river cruising and escorted travel. The company operates under a guest-centric philosophy emphasizing:
Professionalism and respect
Swift issue resolution
Transparency and fairness
Continuous improvement through feedback
Avalon Waterways understands that even in luxury travel, issues can arise — from cabin maintenance problems to unexpected itinerary adjustments. When they do, Avalon’s service framework is designed to acknowledge, investigate, and resolve complaints efficiently.
However, in some cases, you may feel that your concern hasn’t been adequately addressed by initial representatives. That’s when escalation becomes necessary.
Escalation refers to raising your concern to a higher authority within Avalon Waterways’ organizational structure. It typically occurs after you’ve:
Reported the issue to the first-level team (onboard staff, customer service, or travel agent)
Waited for a reasonable response time
Found the resolution unsatisfactory or incomplete
Escalation ensures your complaint receives further review from:
Senior managers
Customer relations specialists
Corporate-level guest experience departments
Parent company executives (Globus family of brands)
The purpose of escalation isn’t confrontation—it’s to achieve fairness, accountability, and improved service outcomes.
Not every inconvenience requires escalation. However, you should consider escalating your issue if:
If your complaint received no acknowledgment within 10–15 business days, or was closed without a proper response, escalation is justified.
If Avalon’s initial response doesn’t address your main concerns—such as offering insufficient compensation, or failing to correct a factual error—you can request a higher review.
Serious issues may include:
Health and safety incidents
Disability access failures
Major billing discrepancies
Misrepresentation of excursions or amenities
Lost items or luggage not recovered
If you’ve had to contact Avalon multiple times without progress, escalation ensures your case gets corporate attention.
Avalon Waterways’ complaint handling follows a tiered approach:
LevelContact PointPurpose
Level 1Onboard Staff (Cruise Director, Guest Services)Immediate issue handling
Level 2Customer Service / Post-Cruise SupportFormal complaint review
Level 3Customer Relations Manager / Senior SupportEscalation of unresolved cases
Level 4Corporate Office / Globus Family of BrandsFinal review and resolution
Understanding this structure helps you navigate escalation efficiently without confusion.
Now, let’s explore how to escalate your issue effectively and professionally.
If you’re still on your Avalon Waterways cruise, the first step is to report the issue immediately to the onboard team.Contact:
Your Cruise Director
Hotel Manager or Guest Services Desk
Explain the issue calmly and clearly. Provide relevant details such as:
Your cabin number
Dates and times
Staff names involved (if applicable)
Most onboard concerns—like maintenance issues or dining service delays—can be resolved immediately. Always give the staff a fair chance to fix the problem before moving forward.
If your issue was not resolved during the trip, file a formal complaint after disembarkation.
Send a detailed message to:📧 info@avalonwaterways.com
Include:
Your booking number
Full name and contact details
Cruise name and sailing date
Detailed explanation of the issue
Attachments (photos, receipts, or correspondence)
This becomes the official record of your complaint. Avalon typically acknowledges such emails within a few days.
Avalon Waterways’ customer relations team usually reviews and responds within 10–15 business days.The response may include:
A detailed explanation or apology
Compensation (refund or credit)
Clarification about company policy
If you’re satisfied with the response, you can close the matter.If not, proceed to formal escalation.
If the first response doesn’t resolve your issue, reply politely to the same email chain and request a higher review.
Sample Message:
Dear Avalon Customer Relations Team,
Thank you for your response to my previous complaint regarding booking #AV12345. While I appreciate your explanation, I believe the issue remains unresolved and would like to request escalation to a senior manager or supervisor for further review.
I look forward to your assistance in achieving a fair resolution.
Sincerely,[Your Name]
This simple, respectful message alerts Avalon that your issue needs senior-level attention.
If escalation within the customer service team doesn’t lead to results, contact Avalon Waterways’ corporate headquarters directly.
Mailing Address:
Avalon WaterwaysAttn: Customer Relations Department5301 South Federal CircleLittleton, CO 80123, USA
Phone (U.S. and Canada): 1-800-268-3636Website: www.avalonwaterways.com/contact-us
You can also ask for the Customer Relations Supervisor or Corporate Guest Experience Department when calling.
Avalon is part of the Globus family, which oversees multiple travel brands such as Globus, Cosmos, and Monograms.If your issue isn’t addressed by Avalon’s internal teams, you can escalate to Globus Corporate Management.
Contact Information:
Website: www.globusjourneys.com
Phone: 1-866-755-8581
This level of escalation involves corporate oversight, which can lead to a more comprehensive investigation.
If your complaint remains unresolved after multiple attempts, you can seek independent mediation or consumer protection assistance.
Better Business Bureau (BBB): www.bbb.org
Federal Maritime Commission (FMC) (for cruise disputes): www.fmc.gov
ABTA (Association of British Travel Agents): www.abta.com
Travel Arbitration Schemes (such as ADR or CEDR)
Consumer Affairs Agency or Fair Trading Department in your region.
These third-party organizations can review your complaint objectively and encourage fair resolutions between you and Avalon Waterways.
The tone and structure of your escalation message can significantly influence how it’s received.Here’s how to make it effective.
Subject Line: Clear and specific (e.g., “Request for Escalation – Avalon Waterways Complaint #AV12345”)
Introduction: Mention your previous communication and the unresolved issue.
Description: Provide facts—what happened, when, and what was previously done.
Evidence: Attach supporting documents (emails, invoices, photos).
Request: State exactly what you want (refund, explanation, review).
Tone: Professional, calm, and respectful.
This approach communicates professionalism and persistence—key traits for successful escalation.
Once your issue is escalated, Avalon Waterways will:
Assign a senior representative or customer relations manager.
Review previous correspondence and evidence.
Conduct an internal investigation involving ship management or vendor partners.
Provide a detailed final response outlining findings and resolutions.
Response times vary but usually take 2–4 weeks depending on case complexity.
Possible outcomes include:
Formal apology letter
Partial or full refund
Future cruise credit
Policy explanation or clarification
Avalon’s goal during escalation is to ensure all concerns are treated fairly, transparently, and respectfully.
Maintaining professionalism increases your credibility. Here are best practices:
Stay factual. Avoid emotional language.
Keep records. Save every email and note call details.
Be polite yet firm. Assert your rights without aggression.
Follow up every 10–14 days if you haven’t heard back.
Acknowledge positive actions (such as helpful staff).
Your goal is not to “win” a dispute, but to achieve fairness and accountability.
Sometimes, escalations take longer due to:
Incomplete documentation or missing booking numbers
Complex multi-party investigations (e.g., third-party excursion vendors)
High complaint volumes during peak seasons
International coordination (between regional offices)
To minimize delays, ensure your submission includes all necessary information from the start.
Avalon Waterways publicly emphasizes its dedication to:
Customer communication
Ethical business practices
Resolution tracking
Each complaint—whether onboard or post-cruise—is logged and reviewed by the Guest Experience Team to identify service improvements. Escalated cases are further analyzed to prevent recurrence of similar issues.
PurposeContact MethodDetails
Onboard IssuesCruise Director / Guest ServicesImmediate help during cruise
General Complaintsinfo@avalonwaterways.comInitial contact for complaint
Escalationcustomerrelations@globusandavalon.comFor unresolved or serious issues
Phone Support (U.S./Canada)1-800-268-3636Live representative
U.K. Office0800 668 1843Local customer relations
Corporate AddressAvalon Waterways, 5301 S. Federal Circle, Littleton, CO 80123Formal written complaints
Parent CompanyGlobus Family of BrandsOversees Avalon Waterways operations
Website Contactwww.avalonwaterways.com/contact-usOnline complaint form
Be clear about your desired resolution. Whether you want an explanation, refund, or credit, state it upfront.
Keep communications concise. Long emotional letters can obscure key details.
Use the same case reference number. It ensures continuity across departments.
Document every exchange. Dates, names, and times matter.
Respect escalation hierarchy. Avoid jumping straight to the top unless necessary.
Maintain patience and courtesy. It keeps the dialogue productive.
StageActionExpected Time Frame
Step 1Submit initial complaintDay 1
Step 2Receive acknowledgmentDay 3–5
Step 3Initial responseDay 10–15
Step 4Request escalationDay 16–20
Step 5Escalation acknowledgmentDay 21–25
Step 6Final resolutionWithin 4–6 weeks
Timelines may vary, but keeping track helps you follow up appropriately.
Escalation is not just about resolving your individual issue—it’s about:
Ensuring fairness in service delivery
Encouraging transparency within corporate systems
Improving future guest experiences
Holding companies accountable
Avalon Waterways uses escalated cases to train staff, enhance communication, and refine operational policies. Your feedback has real impact.
If your escalated case is closed but you remain unsatisfied, you can:
Request written clarification of how Avalon reached its decision.
Seek mediation through an independent consumer protection body.
Leave factual, respectful reviews on verified travel platforms (e.g., Cruise Critic, Trustpilot).
Contact your travel insurance provider if financial loss occurred.
Taking these steps ensures your voice is heard beyond internal channels.
Imagine you booked a Rhine River cruise with Avalon, but due to last-minute port changes, two key stops were canceled without clear communication.You contacted onboard staff but received minimal explanation. Post-cruise, you filed a complaint and were offered a modest credit you felt didn’t reflect the lost value.
Escalation Steps:
Submit a detailed escalation email with proof of missed ports and screenshots of marketing materials.
Request review by the Customer Relations Manager.
If unsatisfied, contact Globus Corporate Office for final mediation.
In most cases, Avalon will reassess the claim and may increase compensation or provide a transparent explanation of operational constraints.
Escalating an issue with Avalon Waterways doesn’t have to be daunting. The company provides clear, multi-level communication channels designed to ensure fairness, transparency, and guest satisfaction.
By understanding when and how to escalate—and maintaining professionalism throughout—you greatly increase your chances of achieving a satisfactory outcome.
Whether your concern involves onboard service, billing errors, or post-cruise refunds, Avalon’s structured escalation process ensures every guest’s voice is heard.
Ultimately, your feedback not only helps resolve your personal experience but also contributes to Avalon Waterways’ continuous improvement—ensuring future travelers enjoy the flawless luxury river cruise experience that Avalon promises.
StepActionContact
1Report issue onboardCruise Director / Guest Services
2File formal complaintinfo@avalonwaterways.com
3Request escalationcustomerrelations@globusandavalon.com
4Contact corporate office1-800-268-3636 / Littleton, CO
5Involve parent companyGlobus Family of Brands
6External mediation (if unresolved)BBB, ABTA, Consumer Affairs
Filing and escalating an issue with Avalon Waterways is a structured, transparent, and guest-oriented process. Start onboard, document everything, follow official channels, and escalate politely if your concern remains unresolved.Avalon Waterways, known for its dedication to guest satisfaction, treats escalations as opportunities to improve—not as inconveniences. By following this step-by-step guide, you ensure your issue receives the attention, respect, and resolution it deserves.Would you like me to create a ready-to-use email escalation template (Word or PDF format) for Avalon Waterways that passengers can fill in and send?
Your ultimate guide to cruise adventures. Discover amazing destinations, find the perfect cruise, and create unforgettable memories on the high seas.
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