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Address: 1050 Caribbean Way, Miami, Florida, United States, 33132-2028
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We have not received a refund for our vacation in March. We are going on five months without any updates or a timeline on we will receive an update.
Hi Revdex.com,
My husband and I recently got married in March. We set sail on the Royal Caribbean to the Caribbean for 10 days. After two days at sea we sailed back to Fort Lauderdale. We were given the choice to have a full refund of $4,152 or 125% percent of credit towards a future cruise. We decided to to choose a full refund. We have called weekly since March to management on a timeline for the refund. We were told numerous times 30-45 business days. This was not the case we are going on five months without a refund. We have called and sent hundreds of emails weekly to management. They take weeks to respond to any of our emails and when management does they inform us they have no idea on the timeline for the refund. It is very concerning that Royal Caribbean is posting false information online and in their weekly newsletters to customers quoting "Voluntary Suspension refunds (sailings from March 13th - October 31st): These refunds will take up to 30-45 days to process from the date your reservation is cancelled in our system. Please note, requests are processed in the order they're received, so this may not be the same day you submit the online form." This is a false statement being posted. We hope to just receive an update on when we will actually receive a refund.
We would like to receive an accurate update on when we will receive our refund. We are going on five months without an answer. Thank you for your help, *** and *** I am now married changed last name to
Subject: ***
Case: XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The request to refund the cruise fare, RoyalUp, and taxes has been sent to our Accounting Department. Please allow up to 30 days for the refund of $3518.78 to be received on Visa ending in 4307.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi Royal Caribbean,
Thank you for the response, unfortunately the amount of the refund of $3518.78 is not accurate. We have our original confirmation and were told in writing also documented and attached we would be receiving a refund of $4,152.61. Please let us know what additional information you would need to process our refund accurately as it has already been five months.
Thank you,
*** &
Subject: ***
Case: 90569054
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We are issuing refunds for the $4152.61 less the $633.22 credits that were applied to the Onboard Expense Account for these prepaid items. Should Mrs. need more information, we are happy to send her a copy of her Onboard Expense Account statement via e-mail.
We have adjusted our request for refund to show the total amount of $3519.39. The adjustment to the refund amount is to account for the difference between the prepaid amenities vs. the credits applied onboard. In any case, we feel that once the $3519.39 refund is received that this party will have been made whole.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
We do not accept this resolution as we were told our refund amount would be $4,152.61, from *** via e-mail on May 14th at 12:03PM PST. (We would happily share his e-mail with you if requested) Since we approved the refund on May 14th, we have followed up multiple times after 30-45 day refund period as Royal is actively promoting this timeline for refunds. We were unable to receive a timeline from the company as to when we would be refunded. The second and more important issue came to light after we filed a complaint with you (original complaint was with the timing of our refund and lack of communication), where we were notified that the refund amount was less than quoted. We spent hours on the phone with customer service to try and understand the change in the refund and were told that we were not able to speak with any other individual other than *** to resolve our case, including upper management who ultimately made the decision to decrease the refund. I asked *** to send me an e-mail with the new refund amount for approval, but have yet to receive the communication from him.
Complaint Details Unavailable
Subject: ***
Case: 90569162
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The reservations were cancelled on this party's behalf on March 10, 2020. At that time, we were not yet offering refunds, only Future Cruise Certificates. They had paid only non-refundable deposits of $250 each. We have issued Future Cruise Certificates for this same amount for each person in the party.
As they have both minors and seniors over age 70 in their party we have agreed to make those person's certificates transferrable. We are not offering refunds in lieu of Cruise with Confidence Future Cruise Certificates. This is being enforced for all impacted guests. For this reason, we must respectfully decline Mr. refund request.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
Although Royal Caribbean did offer future cruise credits, they continue to hold our funds with no interest paid to us. Per documents sent to you originally, one of the senior travelers has a drug resistant infection (not contageous) and received a doctor's prescription NOT to travel due to COVID-19 vulnerability. It was provided to Royal Caribbean when cancelled. Furthermore, the cruise was planned as a 50th Wedding Anniversary trip to leave July 12, 2019 AND Royal Caribbean CANCELLED THAT CRUISE!
Additionally, the "transferable" credits cannot be "stacked" so all of the funds they have held may not be used at the same time as WE might direct. As a result, we are forced/limited to either attempt to find a trip with all members and 2 are in the most vulnerable age group, 2 children are in school, and 2 adults are back at work. This requires we pay Royal Caribbean additional funds for a future cruise. OR requires our 2 adult children pay Royal Caribbean additional funds for 2 cruises because the "transferable" funds for the 70+ adults and the funds for the 2 children cannot be transferred for the same cruise. We consider this to be blatantly arbitrary, discriminatory, and unethical.
Subject: ***
Case: 90569162
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
As a final resolution, we are willing to allow the parents to use the minor's Future Cruise Certificates and stack them with their certificates. The grandparents' Future Cruise Certificates can be transferred to another party of their choosing, but they cannot be stacked with any other certificates. No refunds can be given, and no other considerations will be provided.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
We appreciate the fast response however, once again Royal Caribbean has again refused to refund our money or to pay us interest on it while they use it. They accepted a credit card payment but haven't offered to offset out related expenses while they hold our funds.
Thank you for attempting to resolve our concerns.
We booked our honeymoon cruise with Roya Caribbean, but due to COVID-19, the cruise line cancelled and wouldn't return all of our money.
We booked a 7 day cruise on Symphony of the Seas to leave May 9, 2020 from Miami, Fl. Due to COVID, the cruise line cancelled our sailing. Despite them cancelling, they won't issue a full refund. We are due another 764 each that they would only return in the form of a credit. As the cruise line isn't currently operating, we don't understand why we cannot get a refund.
We would just like to be refunded the remaining balance that is outstanding. A credit for a future service that isn't operating isn't fair.
Subject: ***
Case: 90569191
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Our records show that this party cancelled on March 9, 2020 under Cruise with Confidence Future Cruise Certificate offer. The $764, per person, that the guest is saying is missing from their refunds were provided to them as Future Cruise Certificates.
We are not offering refunds for those who cancelled under Cruise with Confidence Future Cruise Certificate offer. This is being enforced for all impacted guests. As such, we are unable to honor this party's refund request in this case.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
If a business is unable to honor the agreement to provide a cruise to those who paid for one, They should return the money they took from the consumer.
Subject: ***
Case: 90569191
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The cruise vacation is governed by the Cruise Ticket Contract. This can be found on our website: www.RoyalCaribbean.com. The contract gives us the right to hold penalties if cancellation is initiated by the guest, and occurs within the penalty timeframe.
The guest contacted us to cancel under the Cruise with Confidence Future Cruise Certificate option. We delivered on providing the certificates. There is no service failure on our part. As such, no refunds can be actioned.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
RC is refusing to give me the final amount of my cruise. Refusing to play me the recording of the conversation where they agreed to a full refund. On hold for 2 1/2 hours and THEY finally, after going through every department, hung up on me when I asked to speak with the president of the company. They cannot keep money from people when no one was allowed to sail. Not our fault give me the money back. Loyal customers for over 20 YEARS RC...unacceptable!
Our call recordings are proprietary, and they are not shared with persons outside of our organization. We apologize for the issues you had interacting with our call center staff.
We are not offering refunds for those who cancelled under Cruise with Confidence. This is being enforced for all impacted guests. For this reason, we are unable to process the refund you have requested.
You agreed to give me a FUL refund! It was recorded by you and said by you. You need to honor what you said to me. This is not a normal cancellation.you did not sail and you know that you were not going to sail under current conditions. People were not safe and that is why YOU offered me a full refund. Honor what you offered RC.
Again, we are not offering refunds for those who cancelled under Cruise with Confidence. For this reason, we cannot move forward with your refund request.
I did not cancel under that! I called to express our concern about Covid and sailing! I was offered a full refund at the expression of maybe we should cancel. That is what I am asking you to honor. That is the reason you won't let me hear the recording because that is what happened. You have LOST a 30 year customer by not honoring your agreement. Shame, shame on you! This is so disappointing that your company would treat a 30 year customer this way. So very sad you chose this route.
Our Leadership has listened to the call and we hear very clearly that our agent advised of Future Cruise Certificates, not a full refund. As such, we cannot move forward with your request.
A vacation scheduled for August 2020 was cancelled back in April 2020. A refund was "processed". I have yet to receive my full refund 4 months later
On April 13th 2020, my family cancelled our cruise scheduled for August 23-30th due to the current pandemic and us being healthcare workers. Our cruise booking number was: XXXXXXX, the total amount for my reservation was $894.06. So far I have only gotten back $661. Our travel agent *** has been diligent to help us our money back. About 23 days after our refund request we started to see our money coming back in increments. The rest of the travelers have received their full refund. I haven't received my balance 4 months after the refund request was submitted. My travel agent stated that the company "accidentally" sent the rest of my refund to a different traveler and had to go through the process of pulling the money back and then sending it to me. On August 13th it will be 4 months since my refund request and I am livid that it's taking this long to get my money back given the pandemic. My travel agent said that on July 27th they "processed the expedited request" it has been 2 weeks since then and I have not received my money.
My travel agent last made contact with them on August 4th 2020.
I want my remaining balance of $233.06 sent back to me expeditiously. At this rate I feel that they should also offer something else in return if I choose to use their business in the future.
Subject: ***
Case: 90568936
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
There are two credit cards on file for the impacted reservation. One was overly refunded, while Ms.' card was under refunded the $233.06. We have attempted to recharge the overly refunded card, however, the expiration date on the card has already passed. As such, we cannot confirm the new charge on the overly refunded card. We kindly ask that the other cardholder call us to confirm the new expiration date so that we may follow through with the recharge and reallocation of Ms.' missing funds. Until such time, we are unable to move forward with any further action regarding this concern.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
I spoke to the cardholder who the supposed extra money went to. Her bank account info going all the way back to May DOES NOT have my $233.06 that the company supposedly said it went to. They also said that the card was expired which was why they could not pull the money back, which is also NOT the case. I am getting the run around and being lied to.
Subject: ***
Case: 90568936
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
In order to confirm the new charge our Merchant Services does require a current and complete expiration date. With an expired expiration date for the card, we are unable to confirm the charge to the overly refunded card, as is needed in order to refund Ms..
We are sorry that Ms. is being told that the other card was not overly refunded. Our system shows that one of the cards did receive more refunds than what was originally paid to the reservation. We are happy to provide a breakdown of payments and refunds, however, since this reservation is being handled by a Travel Agent the guests must go through the agent to obtain financial information.
Should the cardholder for the overly refunded card agree to this being corrected in our system, as opposed to between the two of them individually, they must call to update the card information. Once this is done, we are happy to move forward with the refund requested in this case.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
This company has yet to refund $635 dollars that is due. They have a policy regarding price and aren't following this policy.
Royal Caribbean has yet to refund $600 to my account. They have a Best Price Program that allows prices of previous cruises to be adjusted if there is a cheaper price. On May 27 I took advantage of this program and was told $635 would be refunded back to my credit card because the cruise was paid in full. I was told 2 weeks time for the refund. Approx 1 month later, on July 7th, I still hadn't received the refund and called back to check the status. I was told due to the pandemic, refunds were taking approximately 30 days. This however was already longer than 30 days from the original request. I was told by *** who was a customer service supervisor, that he would personally take care of this issue. This did not happen. I have tried emailing this gentleman several times with no response. I have a email from him that says he will be in contact and he will take care of the refund. I am now 30 days since that correspondence without a refund. The time frame is now 73 days since the initial price change and I still do not have the refund. I have contacted them by phone 3 separate times during this time frame and have received the same answer that they are working to issue refunds. Every time they push back the date further and further. I have sent multiple emails to their customer service email and I only get a preprogrammed response saying it could take 45 days to refund. Again I am well past all of the days they claim it takes for a refund. The refund is supposed to be issued to my Bank Of America credit card. My booking number for the cruise is XXXXXXX and this is for the cruise ship Ovations of the Seas. The cruise is a 7 day Alaskan cruise slated for May 21st 2021. I believe they are refusing to refund the money due to the pandemic and using this as an excuse to not refund money that is owed.
The resolution I am seeking is for the $635 to be refunded back to my card. I'm just asking them to follow their policy.
Subject: ***
Case: 90568535
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We truly apologize for the delay in this party's refund. The issue is not one of wanting to withhold the refunds, but rather an agent error. We have corrected the issue and resubmitted the refund request. We are doing all possible to expedite the request, however, it may still take 2-4 weeks to be completed. We appreciate Mr. patience and understanding.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response. I do not believe that this is an error by one employee. I've been in contact with 3 separate agents during this time while trying to get the refund. It's hard for me to believe that all 3 agents, including the supervisor that I listed in this complaint, made the same error. I believe this company is purposefully withholding refunds do to the times we are in. I also do not accept there response regarding the time frame. I could understand 2-5 business days, but in today's day and age a refund doesn't take that long to process.
Subject: ***
Case: 90568535
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The combination of operational challenges in having our employees working from home, coupled with the volume of refund requests is creating a back log for our Accounting Team. We are working through the back log and anticipate having his refunds completed within 30 days. Again, we appreciate his patience and understanding.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate that the company is still working during these trying times, however, it would appear as yet another excuse. The country has been open the entire time I have been fighting to get the refund. I have been able to get refunds from numerous retail stores during these times with out issues. I have been able to buy and sell a vehicle during these times with no issues. So, with that being said, it's hard for me to believe that because you have people working remotely, you would not be able to process my refund in a timely manner. They keep saying 30 days for this refund. I find that laughable considering I am now at 82 days and counting. I DO NOT CONSIDER THIS MATTER CLOSED! The fact that they would say that this matter is closed, proves that they are out of touch with reality and don't take matters like this seriously. This matter is not closed until the refund is back on my card.
Paid $900.00 deposit on November 19, 2019 for a 10 night Greek Isles Cruise set to sail September 8, 2020.
On Nov. 19, 2019 we paid a $900 deposit with Cadillac Travel Group, Booking Confirmation XXXXXXX, for a 10 day cruise set to sail 9/8/2020. Full payment was due 6/11/2020 in the amount of $2,203.18.
The CDC had the "no sail order" through 8/31/2020 at this time. We did not make the full payment in June, waiting for the update on the "no sail order" from the CDC. Our flight was cancelled by Delta in May and we had received our full refund. We had also received our refund for the hotel we booked prior to the ship setting sail.
Royal Caribbean set up a "Cruise with Confidence" plan in March 2020 to assist cancelled sails by offering an option to reschedule. I was not comfortable with this and expressed this to our travel agent before the final payment was expected to be paid. I stressed that we do not plan to reschedule until the Pandemic is over. I am a high risk individual with auto-immune issues and Type II diabetic. Our agent, *** contacted Royal Caribbean and the determination was to wait for the CDC updates. This made us uncomfortable, but she said Royal Caribbean would not do anything. Under normal circumstances, we would have made the final payment to enjoy our vacation plans. We were not willing to risk making a $2,203.18 payment knowing the pandemic would not allow ships to sail. We also fall into the many people with reduced income and changing circumstances from the pandemic.
On 6/22/2020 the CDC updated the "no sail order" through September, we expected a full refund of $900.00 We had no flight, no hotel, no transfers and no plans to reschedule a cruise at this time. Customer service at Royal Caribbean has been ruthless, shoving this "cruise with confidence" down my throat. Our travel agent called on our behalf as well with no resolution. She then set up for a Royal Caribbean advocate to contact me. Her name is *** at XXX-XXX-XXXX. When I returned her call, I spoke with *** whom was a nice person, but was uncaring to my circumstance as a consumer and repeatedly said she could not do anything, and never escalated my request.
I am requesting my full refund of $900 and want to schedule my vacation on my terms. The pandemic today has changed many life circumstances and I deserve to have my money in my bank, not in their bank for 1. 5 years before scheduling another trip. I know for a fact that a large percentage of cruisers have rescheduled and have the capability to travel. We fall into a small percentage that $900 will not break Royal Caribbean. I am upset at how we have been treated based on all the circumstances. I feel helpless and somewhat discriminated by with the "cruise with confidence" plan. It is just a made up plan to keep the consumers money.
I have attached a letter that I sent to the corporate office on July 25, 2020. I have also disputed the $900 charge with my VISA card.
Thank you.
*** and
I am seeking the full deposit refund of $900.00 a/s/a/p and the choice to make my own decision when I reschedule a cruise vacation.
Subject: ***
Case: 90568188
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The reservation in question requested to be cancelled under Cruise with Confidence Future Cruise Certificate offer on June 10, 2020. We did not introduce the possibility of a refund until we announced that this booking was impacted by our operational suspension on June 23rd.
Those who cancelled prior to that announcement are ineligible to receive the increased Future Cruise Certificates or the associate refund. We are enforcing this for all guests. As such, we must decline this party's refund request.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
Royal Caribbean presented the "Cruise with Confidence" plan at the on set of the Covid 19 pandemic. Although the intentions were to ease the minds of many customers, I find this an unfair practice for the customers affected from the pandemic be it health, financial difficulty, job loss, and the need to protect the immediate family. The thought of the Royal Caribbean culture regarding this is unacceptable. How and why is it justified to hold on to my $900.00 for 1.5 years until I am comfortable traveling. More and more months pass by and ships are still not sailing. How long before Royal Caribbean takes millions of dollars from Covid 19 pandemic needs. I know for a fact that many of the customers sailing on Sept 8, 2020, to the Greek Isles committed to traveling Sept 2021 to Barcelona. I believe we are being held to a process for not paying our full deposit. If we would have paid for the full balance on June 11, 2020, I still do not believe they would have given a full refund. The process of "cruise with confidence" is a hoax to keep the consumers cash.
Subject: ***
Case: 90568188
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We receive cancellation requests at varying times in the life of a booking. It can be challenging to administer a cancellation penalty waiver in a way that is fair for all persons who may have had a reservation for that sailing but may have already cancelled, or may want to cancel.
In an effort to be as fair as possible, we made the offer available to those who had cancelled after the operational suspension announcement. Those who had cancelled prior to that time, including those who cancelled under Cruise with Confidence, were ineligible to receive the offer.
We understand that there were some who wanted to receive the refund offer, but could not do so. Unfortunately, it was not possible to administer the program in a way that would make everyone completely satisfied. We are sorry for any disappointment that this party may have, but we cannot modify our position for individuals. For this reason, we must again decline the refund requested in this case.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from Royal Caribbean. It appears that they "trapped" many consumers into paying for the full trip knowing that the ship would not sail under CDC.gov
Our ship cancelled 10 days after the due date to pay the full balance.
It is unconscionable how Royal Caribbean keeps mentioning the "cruise with confidence." Where is the confidence they provide. I understand the idea of this plan. I will mention again to please refund my $900 so I can choose when to travel. We all see every day how Covid has postponed many things in life to be safe and confident. I have no confidence in Royal Caribbean at all at this time. We will travel again in the future, but do not agree with Royal Caribbean binding us make plans with our deposit. This is an unforeseen time, please allow us to take care of our family properly.
The following is crucial for consumers to make any decision to travel abroad. Again, many countries are not allowing US travelers in their countries and the risk of Covid 19 on a ship is quite high.
This paragraph below is posted on cdc.gov.
On cruise ships, passengers and crew share spaces that are more crowded than most urban settings. Even when only essential crew are on board, ongoing spread of COVID-19 still occurs. If unrestricted cruise ship passenger operations were permitted to resume, passengers and crew on board would be at increased risk of COVID-19 infection and those that work or travel on cruise ships would place substantial unnecessary risk on healthcare workers, port personnel and federal partners (i.e., Customs and Border Protection and the U.S. Coast Guard), and the communities they return to.
Thank you,
*** and
7/6 I requested refunds for my clients and me. Royal Caribbean said it would take 30-45 days from the date of cancellation, 6/20. 8/5 still no refund.
The Royal Caribbean cruise was supposed to take place on August 13, 2020. On June 20, Royal Caribbean canceled the cruise. On July 6, I called Royal Caribbean and requested refunds for my clients and me. Royal Caribbean said it would take 30-45 days from the date of cancellation. I counted 45 days to be August 4th. On August 5, today, we still have not received a refund.Today both my clients and I received emails from Royal Caribbean stating that they are giving us credits toward future sailings instead of refunds. They also messed up the numbers and gave my clients different monetary credits than what they'd actually paid. We don't want credits. We want the refunds that were assured to me on July 6. I then, today, August 5, called Royal Caribbean and spoke to a woman named *** At first she said that the cruise wasn't canceled until July 10 and therefore my request for a refund on July 6 wasn't valid because the cruise hadn't been canceled. When I stated this was completely untrue (Royal Caribbean canceled the cruise on June 20), she then changed her tack and stated that there is a record that I called on July 6 (which she'd already admitted) but she said that when I called on July 6 and requested refunds, that it was not a "full refund request" and that it was actually only official an "inquiry". As if I were waiting for 35 minutes on hold to find out WHEN we were going to get the refund, but that I didn't actually ask FOR the refund, so it didn't count. Ira said that because I didn't request a refund when I requested a refund on July 6, that now, today, they will accept my call as an official "request" and that our refunds may or may not arrive in 30-45 days but that those 30-45 will be starting as of today. Another Important Issue: on July 6, when I called, I requested that one of my clients receive her refund as a mailed check, because she had paid with a prepaid card which is not affiliated with any bank and she has since lost that card. The person I spoke with on July 6, refused and interrupted me, saying that they can't do anything for any of us and that we just need to wait 30-45 days for our refunds, that Royal Caribbean will process refunds, and after the refunds are processed, then if my client hasn't received her money correctly, then I can request a check. Today, August 5, Ira said, in addition to us having to wait another 30-45 days, that she also won't guarantee that we'd even receive full refunds since on July 6 I didn't request refunds when I requested refunds. Ira also said that Royal Caribbean will not mail my client a check. Ira insisted that Royal Caribbean will return my client's funds onto her lost prepaid card which is not affiliated with any bank. I've attached journaled messages I sent to my client after receiving information from Royal Caribbean.
$954.06 for *** and *** XXXXXXX Half of this, $477.03 to be mailed as a check to *** since her card is a lost invalid prepaid non-bank-affiliated card. Half of the $477.03 to be returned to *** card on which she charged her half of the trip. $200 for *** XXXXXXX , to be returned to my card on which I charged my deposit for my trip.
Subject: ***
Case: 90568177
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We're sorry for the confusion and delay this has caused. These bookings have been remarked as requesting a full refund with the certificates deactivated. Please note, the refund value is not half of the FCC because that amount is 125% of the cruise fare. Due to anti-money laundering requirements, we are unable to actively refund a different form of payment without first attempting to refund the original form. If the prepaid card refund is returned to us, we can either issue a check once we're back in the office or refund a different card. If the refund is rejected, a representative will reach out to either the travel agent or the guest, there is no need to call in to check on the status.
Thank you for bringing this matter to our attention.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the response that we will receive 100% of our refund. However, what has not been addressed is expediting the refund so that we receive it immediately.
To recap, on July 6 when I called Royal Caribbean, I was told that we would have our refunds in 30-45 days from the date of the cruise's cancellation which was June 20. And to this day, Royal Caribbean keeps responding that the July 6 conversation didn't count because it was an "inquiry" about the refund, and not a "request" for the refund. It's extremely gaslighting, disrespectful and tricky.
Subject: ***
Case: 90568177
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The refunds have disbursed to the respective cards. Please note, depending on the bank's processing times, it may take a few business days for these to appear on the accounts.
Thank you for bringing this matter to our attention.
Sincerely,
Guest Experience Management
One client who is owed $477.30, just received a refund of $213.00. Then (same day) she received a second refund of $156.50. So that makes $369.50.
$477.30 - $369.50 = 107.80
The other client (who's card has been canceled and needs a check mailed to her or the refund put on her new card) is due $477.30 as well.
I am due a refund of $200.00
Subject: ***
Case: 90568177
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We're sorry for the confusion the individual amounts of the refunds may have caused. The $200 refund for Ms. was issued on August 12th for two amounts of $25 and two amounts of $75 to the Visa ending in 9617.
For the other booking, we refunded $338.70 and $138.33 to the Visa ending in 6839 on August 12th and 16th respectively. Additionally, $156.50, $213.50 and $107.03 were issued to the MasterCard ending in 3255 on August 12th for the first two and the 16th for the third. Please note, depending on the bank's processing times, it may take a few business days for these to appear on the accounts.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
I cancelled my trip res. # XXXXXXX because R/C stated I could get a voucher. I've booked another cruise res. # XXXXXXX. Please apply voucher.
I cancelled on May 19, 2020. I need my voucher which is a total of $1000 applied to reservation #XXXXXXX. I called on 6/16/20 and was told it would be applied before 8/7/20. To call back and check on 8/6/20 to make sure it was applied. When I called back I was told I needed to put $500 down to hold reservation. I was told on 6/16/20 that if it wasn't done I would get an extension. After stating I wasn't putting another $500 down since I already had $450 cash and $550.00 in gift certificates applied that I wanted an extension to allow them time to give me a voucher that could be applied to my new trip. I have been a loyal customer of Royal Caribbean and I want to be treated properly. Please have Royal Caribbean apply my $1000 voucher to Reservation # XXXXXXX. On top of this I lost my husband on 3/17/2020 so this is adding to already distraught state of mind over his passing.
Please apply my $1000 voucher to my new cruise reservation #XXXXXXX. Also there have been 60% off second person advertisement that I have missed out on due to this problem. Please add an additional discounts I should have received.
Subject: ***
Case: 90568280
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We have issued a Future Cruise Certificate for Ms. for $650. That is comprised of $200 deposit penalty and $450 in gift certificates. We have also issued refunds totaling $223.48.
The Future Cruise Certificate offer is not enough to cover the total cost of her new booking. We require a deposit before this offer can be applied to her new reservation. This deposit can be used to cover taxes/fees and other costs not covered by the $650 certificate.
In an effort to resolve this concern, our staff have extended the payment due date to August 31, 2020. We feel this is a fair resolution and once the deposit is paid, we are happy to apply Ms. offer.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
Their figures are off I agree they gave me a voucher in the amount of $650.00 (Exibit 2). Which included a $200 deposit and $450.00 in gift certificates (Exibit 1 pages 1 - 6). However if you look at page 1 of (Exibit 3) you will see the correct amount that should be refunded to my Chase Visa credit card is $244.48 not the $223.48 in their response on the back of the Revdex.com cruise response. I have not received this portion of the refund as of 8/18/2020. In addition I informed them that my son Gary Powell made a direct payment onto my cruise on April 15, 2020 in the amount of $100 via PayPal Digital Gifts (Exibit 3 pages 2 & 3) Transaction ID 32GXXXXXNXXXXXXXB dated April 15, 2020 at 9:19:43 EDT. So they still owe me $100 for the direct payment and the $244.48 returned to my credit card as a credit.
Subject: ***
Case: 90568280
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The $450 that has been issued as an in-house credit was comprised of $250 in corporate certificates and $200 in Royal Caribbean Gift Certificates, Mr. purchase included in that total. Ms. has been given credit to be used on a future vacation with us for Mr. purchase. As such, he is not eligible to receive a refund for the $100.
Our records show that the $21 difference that is disputed in this case was already refunded. The $21 refund was issued June 7, 2020 to Visa ending in 8164. The cardholder should contact their financial institution for more details.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
I have found where on 6/7/2020 they issued me a refund so that takes care of that situation. However the $100 direct payment my son made to my trip has not been credited. I submitted receipts for the $450 in gift certificates. In their first statement they said " We have issued a Future Cruise Certificate for Ms. for $650. That is comprised of $200 deposit penalty and $450 in gift certificates. We have also issued refunds totaling $223.48." Plus the $21.00 correction they made. So that explains the refund to my credit card and gift certificates and $200 deposit but it does not give me a voucher for the $100 my son directly applied to my trip. I should be getting another voucher for an additional $100.
Subject: ***
Case: 90568280
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The $100 Gift Certificate that was purchased by Ms. son is included in the $450 that was noted in our prior response. We have already accounted for this in the $650 certificate that was issued. No further compensation will be provided, and no refunds can be actioned.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
On February 21, 2020 I requested cancellation of a cruise departing on 9/20/2020, less than 21 days prior to the National shut down for COVID19.
RC failed to provide information requested repeatedly to file insurance for the reimbursement of the $300 penalty, failed to respond in a timely manner (avg 60 days to respond), failed to issue a credit for my child but charged the fee for him. RC has since cancelled the cruise and is honoring complete refunds or credits for other travelers and isn't willing to consider my situation and having to cancel due to the US Navy banning all travel for active duty members. The cruise reservation number was XXXXXXX. I have requested the information to file insurance to reimburse the rebooking penalty 3 times on the phone and 4 times via email. This information has still not been provided and was also requested at the time of requested cancellation. RC has managed to reply with only that I cancelled prior to the COVID 19 policy so I will not be given the same consideration. I cancelled less than 30 days before this new policy. They have just cancelled the cruise entirely. It is unlikely that I will be able to book a new cruise prior to the expiration of my credit certificate (my sons is dated 2 months later) due to the limitations on military travel at this time. RC has not responded to my requests to extend the expiration of the certificates. RC has managed to not address any issues, provide any information on insurance filing, provide any consideration during this time to my military status, and has not responded to requests to extend the expiration of the certificates., RC has however after 30-60 days managed to reply with only negative responses for a full refund of penalties, fees, and certificates that I requested after not receiving any responses to my other requests. I have requested a refund of the penalties for rebooking (100 pp) $300.00 and the certificates (150 pp) $450.00. Prior to this request I had requested an extension on the expiration of the certificates and the information to process the travel insurance purchased for the $300 penalty.
I requested the information regarding the travel insurance at the time of the cancellation and repeatedly since and still have not received the information. I have tried many times to work with RC and been met with silence followed by negatives responses for more than 30 days at each request. I was informed by my current US Navy command that all travel was to be suspended for military and that is why I initiated the cancellation. Less than 21 days later the entire country went into lockdown and all cruises halted. The cruise I had booked is now officially cancelled. It is absolutely ridiculous and unacceptable for me to be treated in this manner of being ignored outright until I requested a complete refund, then to be told no because I asked to early for their 'policy' regarding COVID19. They even 'forgot' to issue a certificate for my son until reminded that I was charged a penalty for him. The only time RC has recalled that I have made any requests was when I requested the full refund.
I am seeking a full refund in the amount of $750.00 for the certificates and the penalties.
Subject: ***
Case: 90568241
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We're sorry to hear of the confusion and disappointment regarding this cancellation and would be happy to provide information. Once the decision to cancel has been received by us, the booking is considered cancelled and the cruise contract is held to the terms and conditions of that cancellation agreement. For this booking, the cancellation agreement was the standard non-refundable deposit penalty. For bookings outside the final payment date, a Future Cruise Certificate in the amount of their designated cruise deposit, less a $100 per guest fee, valid for 1 year. We must respectfully decline the refund request.
Due to the Mrs. Emmon's son having the same name as her husband, this caused issues with the creation of a second certificate being issued to the same name. In understanding for this, we've extended *** and the adult ***' certificates to April 21, 2021 to match the minor ***' certificate expiration date.
A refund for all funds except the deposit has been issued, including the Royal Caribbean Travel Protection. A claim can't be filed as the premium wasn't held in penalty. The travel protection coverage provides a 75% Future Cruise Certificate, which for the $300 penalty would be $225 and the original plan cost was $147. In an attempt to resolve this concern, we've increased the Future Cruise Certificates by the difference of $78, split between the first two passengers. Please see below for the updated amounts and expirations for the certificates. All other terms and conditions remain the same as the original certificates.
Booking ID Guest Name Certificate Number Certificate Amount Currency Expiration Date
XXXXXXX *** $189.00 USD 04/21/2021
XXXXXXX *** Sr *** $189.00 USD 04/21/2021
XXXXXXX *** Jr *** $150.00 USD 04/21/2021
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she ACCEPTED the response from the business.)
Will RC consider issuing a single certificate under *** for the amount of $528.00 (189 *2 + 150)? I will accept this offer in the form of the 3 certificates or the one certificate requested.
Subject: ***
Case: 90568241
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We can roll the minor's FCC into a parent's FCC; however, it is not our practice to combine adult FCCs and we must decline that request. Here are the updated amounts, the certificate numbers and other terms remain the same:
Booking ID Guest Name Certificate Number Certificate Amount Currency Expiration Date
*** $339.00 USD 04/21/2021
*** Sr *** $189.00 USD 04/21/2021
Thank you for bringing this matter to our attention.
Sincerely,
Guest Experience Management
(The consumer indicated he/she ACCEPTED the response from the business.)
RC cruise lines needs to do the right thing and refund cruises from the beginning of the pandemic.
Pandemic declared in March. I was forced to cancel my cruise a few days before boarding as a military nurse (as I would be a risk to other cruisers). RC then cancelled my cruise in the final hours before boarding. They intentionally waited until the final hours. They then shared via twitter that any sailing March 14 or later has until december to request a refund instead of "credit". Somebody asked via comment if this included those that cancelled under the 48 hour window and they stated we were included. They then credited the account in a split fashion per person for cruise fare only, intentionally to make you have to book several cruises and pay much more out of pocket to use your own credit. They have continuously ignored correspondence. They are holding my money hostage during months of no cruises. They need to stand by their original posts in mid march are refund me, as I have requested, several times, following the original instructions. They have LATER added that those under the 48 hour cancellation cannot have a refund, but I requested my refund before they changed the rules, after they stated we could be refunded.
This is poor business, and they need to refund me.
I'd like RCCL to do the right thing. I want a 100% refund for the cruise. I want to put my money back into an interest accruing savings. I'd like to be able book another cruise on my own, with my funds when the cruise business is back open without RCCL dangling a deadline over my head in which i have to book multiple cruises to use my own money. I am a Registered Nurse, Active Duty military. I work around COVID patients. I won't be able to cruise without endangering people for a long time. I do not deserve to be punished financially because RCCL wants to take back their initial statements.
Subject: ***
Case: 90567852
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We are not refunding Cruise with Confidence Future Cruise Certificates. We are willing to consider based on Ms. being a medical professional. We kindly ask that she provide proof of employment to us at ***@rccl.com for further consideration.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as the company lives up to their agreements, I will accept this response. I have emailed the address as requested with proof of my employment. I am expecting a 100% refund from my cruise. I will re-open the case if they do not respond in a reasonable time frame.
Additionally, I will re-open the case if I am not FULLY refunded for the 2-person cruise that was cancelled due to the pandemic, as that is the expected outcome based on the business response.
Waiting on Refund of FCC ***
RCL canceled my cruise scheduled for September 28, 2020, on the Independence of the Seas. I immediately requested a refund of the new amount paid as well as a refund of the FCC that was applied to this account. RCL issued a refund of the new amounts paid; however, RCL reflects that the FCC has been "redeemed" and has not issued a refund of the FCC.
Issue a refund with respect to FCC 1-LAXCPEJ. I no longer want a FCC.
Subject: ***
Case: 90567848
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We are not refunding Future Cruise Certificates that are redeemed. As this is the case for Mr.' booking, we cannot honor his refund request. We have reinstated the Future Cruise Certificate for future use. No other compensation offers can be provided.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
The FCC was applied to a cruise that was subsequently cancelled. Hence, the FCC was not used or redeemed. In any event, this was a 125% FCC due to RCL cancelling a prior cruise that was utilized on a second cruise that RCL also cancelled. It was not a cruise with confidence FCC. The e-mail I received established a written policy that when a 125% FCC is used on a second cruise that is again cancelled due to coronavirus. The policy, as set forth in the e-mail, states:
If you were already impacted by our global suspension (sailings March 13 - May 11, 2020) and paid additional monetary funds on a new booking within this extended suspension period, your original FCC's will be reissued at the original amount, and then you'll receive a 125% Future Cruise Credit for any new amount paid towards cruise fare for your cancelled booking. You are able to opt in to refund one or both via the process below.
The term "both" indicates that under RCL's written policy it is my choice to request a refund of the prior 125% FCC and the new funds I paid when the second cruise is cancelled. The e-mail I received does not indicate anything that remotely suggests that application of an FCC, on second cruise that is cancelled, results in a forfeiture of my right to request a refund.
In short, I expect RCL to comply with the written policy stated in its e-mail sent to me. I expect a refund of the reissued and/or reactivated 125% FCC because that's precisely what RCL's policies require it to do.
Subject: ***
Case: 90567848
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We can modify the Global Suspension 125% Future Cruise Certificate offer, to be instead a 100% refund if it has not been already redeemed or is not past the offer's expiration date. Mr.' Future Cruise Certificate was used for XXXXXXX. We realize that the new booking was later suspended, however, the Future Cruise Certificate application does make Mr. ineligible to obtain a full refund from the original offer. This is being enforced for all impacted guests. As such, we cannot issue Mr.' requested refund.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
Please identify where the "term" you relied upon was stated in the e-mails I have received. The e-mail I received is legally binding and, the absence of the identified term you rely upon, precludes you for asserting your position. An "invented" policy of convenience is not the same as a representation made directly to a consumer. If a refund is not issued, I will contact an attorney I know who specializes in class action lawsuits to initiate a lawsuit against your company. I doubt your non-disclosed terms will pass judicial scrutiny.
*** T. ***, Esq.
Subject: ***
Case: 90567848
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We have had a change in policy that we believe will be beneficial in this case. Due to the change in how we are moving forward, Mr. is now eligible for a full refund for both reservations indicated in his filing. We have flagged his bookings accordingly, and hope to have the refunds completed within 60 days.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she ACCEPTED the response from the business.)
I Booked for a cruise for August 2021 with a refundable deposit. I booked three rooms, when I cancelled it prior to the pandemic, they granted me two cancellation but wouldnt let me cancel the third, even though I placed the order and I used my credit card. I ended up disputing it with my credit card company because they were giving me issues, then my credit card company comes back to me saying they claimed to credit to but they did not, there is no funds in my account. Going back and forth with Royal caribbean, they keep stating they send the funds, but show no real proof, and my credit card company saying they refuse to refund me the amount, which I can not understand why, since its a refundable deposit. I have been going back and forth since the month of March, keep in mind that I booked this in February, so there should be no issue on refunding me. When speaking to them on the phone they told me they will send me proof of the transaction, but do you know what they sent me, just an email saying they refunded me on this date, which of course is not true because I have no refunds in my credit card account. I can not understand how they can lie again and again. Time and time again i've ask for proof and no one can seem to get this to me. I need a real solution and not fake answers time and time again.
Our records show that the deposits on your bookings have been refunded. Since there is a question about the last $500 we are researching the refund reference information with our Merchant Services. We hope to have the information available within 7-10 days. We appreciate your patience with us.
I hope to get some information from your merchant services, because the funds are not with my credit card company. I hope to hear from you within 7-10 business days.
Like again this has fell off the radar. I didn't get any information from Royal Caribbean about the $500 refund, no information from their merchant services on this transaction.
Our Accounting Department has responded back to advise that the original transactions were reversed in response to the second chargeback initiated by the cardholder. The cardholder must contact the associated financial institution for more details.
There are not any reference numbers, as the original transactions were reversed. There was not any new transactions that were initiated by us.
RC has not refunded the full amount of Air2Sea costs as promised or applied the full amount of cruise credits for 2 canx cruises due to Covid.
I booked 2 consecutive cruises for 3 travelors; *** and *** & *** on 1/29/2020. Reservation #s: XXXXXXX,XXXXXXX, XXXXXXX, XXXXXXX. Air was booked through RC Air2Sea, total of 3909.15, charged on 2/17/2020, Due to Covid, we canx the cruises on 3/23/2020 by phone with RC rep "***". Called RC 800# to confirm canx on 4/03/2020, "Sylvia" assured me that total refund of Air2Sea cost was due plus full deposit amounts applied to future cruise credit. Of the $3909.15 air, we have only been refunded $ 2559.15, in 4 (odd) credits issued on one day. We are still owed $ 1350 for airfare. Deposits paid total $ 2700; however we have only received notice for $750 cruise credits, I have written 2 letters and called twice. NO ONE from RC has attempted to contact me in response to my inquiry about these disparities. Please note that I am acting on behalf of all travelers; as my father *** on whose credit card these amounts were charged is 91.
We are seeking the refund of the remaining $ 1350. for our total airfare costs. We are seeking the full cruise credit equal to our deposit of $ 2700. as promised for two cruises apiece for each travelor; ***, ***, and
Subject: ***
Case: 90567968
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We're very sorry to hear of the missing refunds. A representative spoke to Mrs. on August 7th and the Future Cruise Certificates have been corrected, the new certificates will be arriving via email shortly. We've also requested the outstanding $1350 USD refund to be processed to the card on file. While we don't have a disbursal date for this yet, please rest assured the refund will be honored.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she ACCEPTED the response from the business.)
Royal Caribbean Executive representative quickly contacted me by email to issue the correct cruise credits by attachment and to assure me that the refund I requested had been processed. The refund has appeared on the original credit card today, 8/19/2020. Thank you
I guess from reading ALL the previous entries, I was lucky and I was refunded 3500.00 out of 4500. BUT, I still want my 1,000.00 they owe me! I will NEVER cruise RC again! Like I told the person on the phone when I called, "it took you 10 seconds to withdraw my 1,000.00 deposit and 10 seconds for the 3,500." They still OWE ME $$1,000.00!
We show that the amount collected by us has been refunded to you. Please call us at (XXX) XXX-XXXX so that we can further research this for you.
Keeps delaying refund. Extended refund another 45 days, said it was a computer glitch they can't control. Says there's nothing they can do.
I called on June 22 to start my refund, due to cruise cancellation over COVID 19 (the day they announced it). I called back in late July, and they said the refund was in processing. My 4 friends have all received their refunds weeks ago, but not me, and I'm the only one that paid in full up front. When I called today, to check why I hadn't receive payment yet, they advised that a glitch in their system had stopped my refund, and started future cruise credit certificates. I advised them that I did not request that, and that I have called three times now to get my money. They said well it will possibly be another 45 days before reimbursement. That is not acceptable Business practices.
Pay me now.
Subject: ***
Case: 90567720
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We are sorry for the refund delay. We have a few smaller refunds that are ready to be disbursed next week. The remaining $1558 has to be manually processed, and the request to do so has been sent to our Accounting Team. We hope to have this refund completed within 30 days.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she ACCEPTED the response from the business.)
Will not issue deposit refund, only a future cruise credit
Booked cruise for 7 people for August 8-13, 2020 with a $1750 deposit on January 14, 2020. Pandemic concerns caused us to cancel. Two seniors, one with underlying health issues, and two minors forced us to cancel cruise which was eventually canceled by RCL. After much correspondence with RCL, they issued credit in my name and my husband's name, instead of the 7 people in the group. We were paying for the cruise for our 50th anniversary. They will not issue refund because we made a non-refundable deposit. We were never notified of a refundable deposit which we would have taken. This was our first time going on a cruise and were not aware of that option.
Our reservations numbers are XXXXXXX;XXXXXXX and XXXXXXX for Adventure of the Seas 5 night cruise from August 8-13, 2020.
I would like a refund of the $1750 deposit that we made in good faith. We did not cancel because we changed our minds. We canceled because of the pandemic. Under these unusual circumstances, you think they would be more understanding.
Subject: ***
Case: 90567731
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The reservations were booked under a non-refundable deposit price program. That means upon cancellation, even prior to final payment date, we would issue Future Cruise Certificates not refunds. Ordinarily we would deduct $100 per person before issuing the Future Cruise Certificates.
Our records show that the booking agent did advise of non-refundable deposits. Also, we sent the attached invoice also advising of this.
Given the COVID-19 pandemic, we are no longer deducting any value from the original deposit amounts. We realize this party would like a refund, but we have created the Future Cruise Certificates, and find no service failure on our part. As such, we must decline the refund requested in this case.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
The invoice that they attached to their response which has the non-refundable deposit wording highlighted does not make mention any where in the reservation invoice about the choice for a refundable deposit. We were NEVER informed of that option. I only found out about it from someone who does a lot of cruising and told me that I should have opted for that option. This was our first cruise and the RCL representative that we booked with never mentioned that option.
While we appreciate that they did not deduct $700 from the cruise credit because of the Covid situation, they should be a little more flexible with their regulations regarding a refund of a non refundable deposit. These are not normal ordinary times and sometimes you need to bend the rules a bit. I have been following people who cruise with RCL on social media and most of them are okay with the future cruise credit because they have cruised before and will cruise again. We never cruised before and we'll most likely not take a cruise. RCL is just holding onto our money and dragging this thing out. I'm not going down without a fight.
Please take this complaint to the next level.
Subject: ***
Case: 90567731
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We have information on our website about how non-refundable deposits are handled upon cancellation. See the following link: https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy
We sent an invoice upon creation advising of non-refundable deposit. Should this not be an acceptable component on the reservation, the guests must contact us immediately to advise accordingly. We never received any communication from this party advising that they took exception to being booked under a non-refundable deposit price program. As such, we believed they were satisfied with the bookings that were created for them in January, 2020.
We did not receive any communication about their dissatisfaction with the deposit being non-refundable until they were actually considering cancellation. While we understand they would prefer a refund, we are not offering refunds for non-refundable deposits. We are adhering to our normal practice of issuing Future Cruise Certificates. We must again decline the requested resolution in this case.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
While I understand that the invoice says non refundable deposit but how would I know that I had the option of a refundable deposit if it was never mentioned. As I have stated this was our first cruise and I was not aware of all the stipulations in booking a cruise. As I have said repeatedly these are extraordinary times that require extraordinary measures to keep people safe and healthy. I guess they need my money more than they think I do. I'm extremely disappointed.
Paid RC $1400.00 for a cruise and they only refunded me $1000.00. Keeping my 400.00 deposit even though I had insurance with them.
Originally signed up for a cruise with Royal Caribbean 02/2019 res code #XXXXXXX, paid in full 05/2019. Total paid 1400.00. July had to move cruise out to 2020 due to pregnant daughter in law due date during our cruise. Originally purchased Vacation Protection Plan 89.00 for first guest and 59.00 for second. Changed cruise to 11/02/2020 - COVID 19 kicks in and cruises cancelled until end of September. I am high risk due to diabetes and not comfortable cruising now as a result. Called RC spoke with Oscar, cancelled our trip and advised I had insurance to get my 400.00 deposit back from AON & provided phone to file claim with them. Called AON - spoke *** & *** who advised I do NOT have the insurance b/c my cruise was not paid in full. When my cruise was changed in July there was an additional balance due of 623.00. This is NOT right and I am entitled to the full amount ($1400.00) I paid for this cruise. Covid 19 is not my fault and I LOVE traveling and cruises but it is not worth my life. It is unfair of Royal Caribbean to give me the run around.
I appreciate ANY assistance you can provide in helping me resolve this problem and getting my additional $400.00.
Thank you - *** .
I simply request the additional $400.00 I am owed. I paid for the insurance to ensure this didn't happen to be safe. RC also advertises - Free cancellations.
Subject: ***
Case: 90567662
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
When the sailing was changed in July, 2019 we charged a $200 change fee, which is non-refundable. The deposit is also non-refundable. See attached copy of the invoice we sent at that time which states as such. The total non-refundable amount is $400.
Our records show that when the cancellation that was actioned on July 1, 2020 the agent advised of the Future Cruise Certificate that would be offered for the non-refundable deposit of $200 (total). We have created the Future Cruise Certificates, as promised. No other offers will be provided, and no refund can be processed for the non-refundable amounts listed prior.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
Document Attached***
See attached
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree because I did purchase the travel insurance and per "Oscar" at Royal Carribean Cruises International I am entitled to the $400.00 deposit I paid. Which he stated "oh you have the insurance so you need to file a claim with AON to get the deposit from them. In my call to AON they advised, Royal Carribean never advised them that I had the insurance.
The $200.00 change fee in July was paid in full via my Citicard credit card. Which they advised me I had to pay right then.
I will be taking this to my local news to broadcast how Royal Caribbean is behaving during this pandemic and not honoring their own travel insurance but looking for loop holes to get an extra $400.00. No one is even sailing right now but as for me and my family and extended (VERY extended) family will not be sailing with them ever. We'll give Viking our business going forward.
Subject: ***
Case: XXXXXXXX
Thank you for forwarding a copy of the McGowan complaint. We appreciate this opportunity to respond.
We have attempted to reach this party by phone, but without success. We would like to speak with Ms. to confirm some additional details. We kindly ask that she call us at (XXX) XXX-XXXX so that we can further research her concerns.
Thank you for bringing this matter to our attention. We await Ms. call.
Sincerely,
Guest Experience Management
I did respond immediately to Royal Carribean's response and I did not agree but at this point it's clear that I will not be getting my $400.00 back. Instead, they sent me two $100.00 vouchres for a future cruise. I will NEVER book them again as a result of this mess;
Viking Cruises will always get my business going forward. I just pray karma kicks in!!!
Due to COVID-19 this cruise cancelled. Booking number XXXXXXX. I am requesting a full refund. I cannot except voucher due to owning a healthcare Co.
I was scheduled to cruise with a group from March 29 to through April 5, 2020. The cruise was cancelled due to COVID-19. RCCL offered a future cruise credit good through December 31, 2021, offering refund of taxes and fees. My concern is I own a healthcare company, and I don't know when or if I will be able to reschedule during COVID-19. I am requesting a full refund instead of a credit.
I am requesting a full refund instead of a credit from RCCL.
Subject: ***
Case: 90567239
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
First and foremost, we want to thank all of those in the healthcare industry that have been working tirelessly over the last few months during this global pandemic. In understanding for the vital work that many professionals are undertaking in this difficult time, we'd be happy to review Ms. request. We request she please reply to this case and attach a signed letter from the HR Department of the hospital/medical facility on a company letterhead. It should have the date, the guest's full name, position, and confirmation of active/current employment. If it's a support position, we require confirmation that this role is supporting and/or interacting with front-line COVID-19 workers.
Thank you for bringing this matter to our attention. We look forward to their response so we may review and resolve this case.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
not until full refund
Subject: ***
Case: 90567239
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The attachments provided aren't sufficient documentation to confirm actively working with or supporting workers related to COVID-19. The information provided is a 2017 letter from another company and a license that expired at the end of 2018. We must respectfully decline the refund request.
Thank you for bringing this matter to our attention.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not agree with your response with my issue for full refund from Royal Caribbean, I have current licensing for my company that is Licensed for Mental Health and due to Covid 19 I am short staffed and have to work at location with Clients, my updated information is located at the premises on display for local and State Officials. Due to this issue I can not committee to a future date until some resolution. I am request my full refund.
COVID REFUND still not processed.
They cancelled my sailing sate of 7/25/2020, and I was supposed to be able to get my $500 deposit refunded.
COVID REFUND still not processed.
They cancelled my sailing sate of 7/25/2020, and I was supposed to be able to get my $500 deposit refunded, instead of a cruise credit. I don't need a cruise credit... I would like my $500 deposit refunded ASAP.
$500 refund
Subject: ***
Case: 90567051
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
This booking cancelled on April 27th and the cruise contract is held to the terms and conditions of that cancellation agreement; in this case, the Cruise with Confidence terms of a 100% Future Cruise Certificate of the deposit. Any future changes or announcements regarding this sailing have no further impact on this reservation. This information is available on our website:
https://www.royalcaribbean.com/faq/questions/do-i-qualify-for-the-125-future-cruise-credit-if-i-opted-into-cruise-with-confidence
This is being enforced to all guests, regardless of which communication avenue the inquiry is made through and we must respectfully decline the full refund request. Please note, these certificates are valid until the end of next year and Mr. doesn't need to rebook immediately to use them. Nevertheless, we are sorry for any disappointment with our decision.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't need a "future cruise credit"... the future of cruising is not looking too safe with this pandemic.... people are out of work and need their money back. You guys should be ashamed of yourselves and your policies .... you cancelled our sailing... should be simple as getting our money returned. f course I didn't pay the balance in April when everything was shut down. I was assured that if the cruise gets cancelled, refunds would be issued. You can count me out of ever using or recommending RC to anyone ever again.
Subject: ***
Case: 90567051
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
While we appreciate Mr. concerns, we must respectfully decline this refund request again. We aren't offering Global Suspension refunds to any guests that cancel under this program and it would be unfair to offer an exception to one booking and not others. This is being enforced to all guests, regardless of which communication avenue the request is made through. Nevertheless, we are sorry for any disappointment with our final decision.
Please note, these certificates will remain available until the end of next year and the guest doesn't need to rebook immediately to use them. In anticipation for our return to sailing, we have assembled a Healthy Sail Panel comprising of a group of the best minds and leaders in public health, biosecurity, epidemiology, hospitality and maritime operations. Their collective efforts will be looking at strengthening our current procedures and creating new ones across the entire cruise experience. These updates will be publicly and prominently posted on our website as available. More information about these experts can be found here:
https://www.royalcaribbean.com/healthy-cruising-panel
Thank you for bringing this matter to our attention.
Sincerely,
Guest Experience Management