Royal Caribbean Group Reviews (%countItem)
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Royal Caribbean Group Rating
Address: 1050 Caribbean Way, Miami, Florida, United States, 33132-2028
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We made cruise arrangements back in May 2020 for an August 2020 sailing. Of course, the August sailings were cancelled and we were promised the 125% future cruise credits. I called the RCL phone reservation line after we received email notification to see when I could reschedule our cruise. The agent stated that I could reschedule at that time. I made the new reservations for December 2020. The agent told me that I would receive the Future Cruise Credit by July 31st and when I received that via email, I should call back to give them the certificate numbers at that time for the new reservations. When I inquired about the reservations being held for that length of time, I was told that they would be held until I received the certificates and called them with the certificate numbers.
Today is August 2nd. I never received my cruise credits via email and I was a little nervous about my reservations. I called the phone reservation line again to inquire about what I needed to do about this issue. The phone agent put me on hold for more than 30 minutes and came back to tell me that he manually created the cruise credit certificates, but, when he tried to apply them to my reservations he could not because the reservations had been cancelled automatically due to non-payment. He told me there was nothing he could do and I would have to recreate new reservations from scratch, with TODAY'S pricing (which is higher than back in May-July when they were first created). The only reason why there was "non-payment" was that I was told to wait until July 31st and I would receive the certificates to pay for the reservation and would ALSO have my reservations held until the time I received those credit certificates.
The phone agent today (8-02-20) told me repeatedly there was no exception that could be made to "save" the reservations I had made and that he could not/would not work with me to try to resolve the issue with the pricing that I had been guaranteed previously. I asked for a full refund to my credit card. The refund was processed, however, I have been told that it will take 45 days before I can receive my money. Needless to say, I asked for a supervisor and he also could do nothing for me. He was not willing to make any concessions to get me to make reservations again and even though we have been sailing with them 1 - 2 times each year for many years, he was not willing to do anything to regain my business. I explained that this was the moment when they could decide to keep me as a customer in the future or have me and my family go to another cruise company for our future sailings. He was willing to let us go as customers. I invested 1 hour and 40 minutes on this phone call today.
In a nutshell, I am simply requesting my money to be refunded in a timely manner, which is not 45 days. I am only hoping I get my money in the future and that this is not another empty promise!
The Future Cruise Certificates only cover up to the cost of the cruise fare. For any future bookings, guests should anticipate paying additional for taxes/fees, gratuities, travel protection and any other non-cruise fare related costs. We require that guests pay a deposit, which can be used to cover these additional costs, before we apply the Future Cruise Certificates.
The new reservations cancelled due to non-payment of deposit. We cannot reinstate the cancelled reservations. We are happy to work with you to find an acceptable alternative. Please call us at (XXX) XXX-XXXX for further assistance.
Although their comment was not totally accurate, with regard to non-payment of deposit, RCL did complete our refund. They completed it more quickly than they originally quoted, as it was completed within 3 days of the original complaint. Although we are unhappy with conversation that transpired between us and 3 separate phone agents who work for RCL, we MIGHT consider using them again in the future due to them making good on their promise of a refund in a timely manner. We have to be fair in our criticism. Thank you.
Multi-Billion Dollar company Royal Caribbean International is HORRIBLE!!!!!
On March 9, the U.S. State Department issued a warning that Americans "should not travel by cruise ship" On March 14th, Royal Caribbean Cruises Ltd. first announced it would halt all trips worldwide and across all its brands. On April 9th the CDC said ships could not board passengers. We were to cruise April 11, 2020. Had to cancel cruise due to Covid-19. On March 19th, 2020 RCI issued their Cruise with Confidence Future Cruise Credit (FFC) to us, but acted like they were doing us a HUGE favor. As the pandemic continues with no end in sight, I contacted RCI's customer service, on Friday July 31, 2020 to request they refund OUR money instead of the FFC good through (12/2021). The CSR was clearly reading from a script. Literally told me they were sorry I was upset, that I am welcome to complete a survey, but that it won't change their decision. At least we have the FFC. According to RCI's CSR, those who had cancelled prior to the March 14th suspension were ineligible for anything, no credit, no refund, no nothing!
We introduced the Cruise with Confidence Future Cruise Certificate offer at a time in which we anticipated still being able to sail with those who wanted to do so. As time passed, we found ourselves having to make the difficult decision to suspend our operations globally.
As our business can receive cancellation requests at varying times in the life of a booking, it was challenging to know how to administer our operational suspension offer in the fairest way possible. We decided that the fairest way was to say that those who had cancelled prior to the announcement of our operational suspension were ineligible to receive the associated offer.
We are sorry you are not satisfied with the Future Cruise Certificates you were given. We are hopeful that when it is safe to do so, that you will make use of them and sail with us in the future.
This is nothing but corporate talking points from RCI. In RCI's own comments above they mention "Cruise with Confidence Future Cruise Certificate offer at a time in which we anticipated still being able to sail". Well, times have changed, no one is sailing and the CCFC is out dated and out of touch. It was developed at a time we all thought COVID-19 would be short term virus. CCFC may have been well intention at the time, but now it should be a crime to hold on to someones money in lieu of a service that MIGHT be provided in the distant future.
RCCL is ripping people off who scheduled a cruise. I too scheduled a cruise with my family - 8 people in all. When covid 19 hit we were supposed to sail in March. We called to see what was going to happen to our cruise and the rep. we spoke with told us the cruise was not going to sail and since we called in to check on our cruise he would reschedule for us. He told us he would help us to beat the "Rush" of people calling in. He never once told us that if we rescheduled that we would not be able to get a refund in the future if we needed to. RCCL is not treating people fairly or with respect when you try to speak with a representative - they want you to pay your money but all the time knowing they are pulling scams and will not be refunding any money to their customers. I hope everyone reads this and does not book any cruises with this company. I hope eventually they are docked for their scams. Shame on you for taking advantage of people - how convenient of you to rip people off at a time like this.
Our leadership have been in contact regarding this issue. We hope to have it resolved within 7-10 days. Thank you for your patience.
We were supposed to sail on March 15th, having a son with lung issues we had to cancel 2 days before they cancelled all cruises. They won't give refund or give the extra cruise credit even though they cancelled two days later and we would have already driven from Canada to the US. All cruises have gone up in price and due to the pandemic we don't even know when travel will be safe again. All other cruise lines gave refunds except for Royal Caribbean. Says a lot about the kind of company they are running and will definitely lose a lot of customers because of it.
We created the Cruise with Confidence Future Cruise Certificate offer at a time in which we anticipated still cruising with those guests who wished to do so. Shortly after this party's cancellation, we did make the difficult decision to suspend our global operations. Those who were forced to cancel due to this suspension of operations are eligible for 125% Future Cruise Certificate or a full refund. Those who had previously cancelled were not eligible. We are enforcing the limitations on all of our guests. As such, we cannot offer the increased offer or honor the refund request.
We were monitoring the situation very closely during this crazy and uncertain time. Our son has lung issues and when the port authority started to report cases we knew it wouldn't be smart or safe. You cancelled the day our cruise was set to leave and we would have already travelled to the states. So yes you created this policy but not at the time of a global pandemic. You would think that given the circumstances and the uncertainty of when travel will happen again you would give people their money back instead of holding onto money for trip you ended up cancelling anyway. Not to mention the inflation rate for you to make all the lost money back and people having to now fork out more money for a trip.
We are sorry for any remaining dissatisfaction with the offer that was provided. Our normal cancellation policies would have meant that the entire cruise fare would be held in penalty, and no offers to compensate for the loss of funds. Given the worldwide pandemic we have altered our policies to allow for compensation.
The nature of our business means that we may receive and process cancellation requests at varying times in life of a booking. The fact is that it would be, and was, very challenging to be able to implement the cancellation policy change in a way that satisfies everyone. We have noted this party's feedback, and we will consider this in our future business decisions. We thank you for the opportunity to respond to this concern.
I had a cruise scheduled for 9/2020 and I cancelled in 6/2020 to prevent not being able to get a refund, because I was worried about cancelling to late and knew I couldn't go due to Covid 19. Now I'm being told that it's considered Cruise with Confidence and I can only get a future cruise credit of 200.00. When I put down 500.00. However, recently the cruise was cancelled and people had opportunity of getting a full refund. But I am not able to because I did responsible thing and cancelled early!!
Then I was at least expecting a 300.00 refund, since they were keeping 200.00 for future cruise but no, they said that is theirs to keep for service fees! I was not told that during initial booking. I asked about recorded call to see if that was explained because I knew it wasn't. The customer service agent ***, put me on hold multiple times and then said she listened to recorded call and I was explained everything in detail. Ok, fine then I'd like to hear what was explained to me. She actually told me that I was not allowed to hear my recording and I had to take it up with courts to hear my recording!!! I don't appreciate being lied to at all!!!! I'd rather be told that you are keeping my money because of the policy of royal carribean but don't lie and tell me I was told something I know I wasn't and then not allow me to hear that recording!
Then on top of that I also bought the travel insurance. So I was hoping that would help me but no, the travel insurance doesn't do anything until the trip is payed in full!!! That would have been nice to know before I bought it!
So I will continue to make everyone I know and through social media, people I don't know how Royal Carribean screwed me out of a couple hundred dollars while this Covid pandemic was happening because I had to cancel my cruise!!
We don't share our call recordings with parties outside of our organization. The reservation was created under a non-refundable deposit. This entitles the guests to Future Cruise Certificates, should the booking cancel prior to final payment period. Normally we deduct $100, per person, from the value of the offer. Due to COVID-19 pandemic we have provided our guests, including yourself, with certificates for the full value of your non-refundable deposit. We are not able to offer a refund, but are happy to honor the Future Cruise Certificates that were created for you.
Due to the corona virus I cannot afford to keep a cruise credit indefinitely. Requests for credit card reimbursement have been repeatedly rejected.
Guest Name: ***
Booking ID: XXXXXXX
Certificate Number: ***
Certificate Amount: $1085 USD
Expiration Date: December 31, 2021
Guest Name: ***-Seize
Booking ID: XXXXXXX
Certificate Number: ***
Certificate Amount: $1085 USD
Expiration Date: December 31, 2021
Total to reimburse: $2169
My husband and I booked a cruise on Oasis of the Seas sailing March 29, 2020. On March 13 Royal Caribbean offered cancellations without penalty at customers discretion. Looking back, they obviously knew something catastrophic was brewing because this offer was unprecedented. I did not. At that time there was no urgency about the corona virus in North America. On March 14 we decided to take a cruise credit in the same amount. I was hesitant but optimistic.
On March 25 Royal Caribbean cancelled the cruise and offered cruise credits of 125% or reimbursement. By then there was a global pandemic and all cruise travel was suspended indefinitely. I called to request reimbursement to my credit card. My husband and I are over 65 and have underlying health issues. Since we are in the corona virus most vulnerable group we believe the safest choice is to social distance and avoid any possible exposure to covid 19. Life changed in those few days. Circumstances were beyond our control or predictions.
April 6 I spoke with Carlos Vasquez requesting reimbursement according to the March 25 offer. He said since I had taken the credit before Royal Caribbean cancelled the cruise I was not eligible for reimbursement. Honestly, the bottom fell out of the world in those two weeks. Special consideration should be given to customers who made prudent choices with given information at the earlier date. It's uncharted territory and common sense and humanity need to be in play. Also where Is the customer care from RC? Denying customers what is morally right will hurt their image and business. Making customers happy is worth its weight in gold.
July 27 I called Royal Caribbean again to ask for my money back. We are on a fixed income and $2000 is a lot of money to not have when we need it. Vacations are the last thing on our list now. My husband had surgery and has other impending medical procedures. We don't foresee traveling before 2022 and who knows if it will be safe even then. Or we will be well enough or alive to travel. I asked to speak to someone on the management committee but was denied. My simple request is falling on deaf ears. This is not correct customer care. This is catastrophic and R C has a great opportunity to endear customers instead of pushing them away. They need to step up.
Furthermore what is RC doing with all the money from the cruise credits. If they keep my money which I gave them prior to the cruise in full in good faith I should be getting interest on it at this point. I am not alone.
Please help restore $2169 to my VISA. Thank you.
Refund $2169 to my VISA
Subject: ***
Case: 90566732
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We understand the uncertainty and stress that this unprecedented, global pandemic has on many of our guests. Unfortunately, we aren't offering the Global Suspension options to any guests that had already cancelled, including cancellations under the Cruise with Confidence policy and must respectfully decline the refund request. 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 request is made through. However, in understanding of Mr. *** health concerns, we'll allow them to transfer their certificates to family members or friends. The other terms and conditions of the certificate will not be altered and that these certificates value can only be applied to the unpaid cruise fare on the new reservation. These can't be stacked with other FCCs and will need to be transferred to guests that aren't using other certificates.
Please note, they don't need to rebook immediately to take advantage of this. The exception will be noted on the booking. If they decide to take advantage of this transfer option, once the new booking has been made, we will need a letter signed by both guests (which can be emailed as an attachment) with the full names and dates of birth of the people the certificates are being transferred to and the new booking number. Nevertheless, we are sorry for any disappointment with our decision.
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.)
The extenuating circumstances need to be considered. These are not normal times. Uncertainty abounds with Covid 19. My husband and I have been self isolating for 5 months. We have had time to re-think our priorities and future. That does not include cruising or even flying. Our health and security are more important than exposure to unknown dangers.
Furthermore, If I returned an item to a retail store they would refund my money with no questions asked to keep me as a happy returning customer. I expect the same to hold for Royal Caribbean. In the case of Costco they give refunds without doubting the customer-sometimes years later than original purchase. This is good customer care.
I'm not happy with RC. We have no tangible goods or services for our money which we need right now. Royal Caribbean needs to do the right thing and take care of their customers. They could even use this action in future ad campaigns.
Refund the money. That's all I'm asking. It may not mean much to RC but it means a lot to me.
When things get better, could be years from now we may consider cruising again. As it stands we have a very bad taste in our mouths for RC and do not hesitate to let it be known.
Thank you.
Subject: ***
Case: 90566732
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
Due to the extenuating circumstances, we have offered to allow the FCCs to be transferred; however, we are unable to offer a refund on them. We understand that our response was not what Ms. was hoping for, and we are sorry for any disappointment our response has caused. Out of fairness to all who are impacted in this same way, we must stand firm in our handling of this concern.
We would like to advise that these certificates are valid until the end of next year and these guests do not need to rebook immediately to use them. In anticipation for our return to sailing, we've 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
all I have to add is to remind RC that I did buy the cancellation insurance and it was refused because I am traveling from Canada. I am not happy with RC response. I do not accept it. I strongly disagree. The good money I paid is in limbo indefinitely. I require a full refund for goods and services I have not received. RC is not a customer driven business. They do not care about their customers experience or their good name.
RCI cancelled our August 7 cruise on Radiance of the Seas, yet has refused to return our $500 deposit and has ignored a certified letter I sent 5 weeks ago.
1. On May 8, our options were to either pay an additional $2,435 by May 10, or take RC's "Future Cruise Credit". There was no refund option. What would any reasonable person do, considering a) the CDC No Sail Order, b) Canadian ports were closed, c) RC's own medical guidelines which recommended extra caution for the elderly, d) 1700 additional deaths on May 8th, and e) nightmare news stories about the virus raging on cruise ships? Not exactly conducive to a vacation, is it?
2. Since we are both over 65 years old, and whereas the CDC has described cruise ship travel as a "public health crisis occurring at sea", it was not reasonable to risk additional money at that time as others here have mentioned.
3. Five couples (10 passengers) planned to take this cruise together, and all felt compelled to cancel. The 2 couples that booked "non-refundable" through a travel agent have recently had their deposits refunded. Apparently, RCI is willing to adjust their policies to avoid upsetting travel agents, but figures they can just keep deposits from the rest of us.
Finally, to whomever has the difficult task of responding to these complaints: please do not insult me about how "truly" sorry you are for my "disappointment". You are not sorry. Tell the truth. Your company has made a bad business decision... that keeping $250 deposits from passengers will help you get through these troubled times. Apparently, your company assumes we will forget about this and sail with you again. We won't.
We understand the uncertainty and stress that this unprecedented, global pandemic has on many of our guests which is why we introduced the Cruise with Confidence policy. While we understand your request, once the decision to cancel has been received by us, the booking is considered canceled and the cruise contract is held to the terms and conditions of that cancellation agreement. This is being enforced to all guests regardless of which booking method was used or which communication avenue the request is made through. Nevertheless, we hope that you will utilize your Future Cruise Certificates to sail with us in the future.
Do the RIGHT thing, and stop hiding behind "red-tape". You're better than what you're giving your customers.
I'll make this simple. Just like all of your other complaints, I booked a cruise, paid ALL of my money...early ($8K). I did the right thing, Out of respect for your company. My early June cruise was canceled in April, due to covid19. I requested a refund. Today is 28 July, NO REFUND yet???
Red Tape: I went through a travel agent, and you REFUSE to give my travel agent
ANY explanations... yet you reply with canned replies like this one
"We are sorry for the delay and frustration experienced. As these reservations are being managed by your Travel Agent, we must defer to them for handling of your refund request. Thank you for your patience and understanding."
You're not defering to my travel agent, because my travel agent is not getting answers from you. AT BEST you are ignoring my travel agent and "hiding" behind their role as the middle-man. That's pretty lame. You're better than that.
That seems really "convenient" for you. So allow me to be clear, Tell me WHEN you're going to refund my money, and DO NOT tell me to contact my travel agent, because I've done that... more than 10 times, and he's just as *** as I am because you are all not answering his inquiries.
So DO THE RIGHT THING... don't give me the "Red-Tape" answer. Give me the answer you would like to receive if it was your money and you've been getting the run around. DO THE RIGHT THING... give me the answer that you would expect to receive if you've contacted your travel agent, but your travel agent is fed up with RC because RC is not telling him anything.
DO THE RIGHT THING, and give a reply that would actually answer the question, if this were your compliant.
~Ex. Customer
*** R.
The resolution I seek is my full refund.
Subject: *** R
Case: 90566194
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 regarding the refund request for the Global Suspension. In an effort to resolve this case, we'll inactivate these 125% Future Cruise Certificates and issue a full refund for the cruise fare as requested. Please note, it may take up to 45 days for this to process. Any future inquiries regarding the status of the refunds must be directed to the travel agent. We appreciate ***'s 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 it because I never even mentioned my first name or my reservation numbers that need to be refunded. They just made a canned statement. To ensure they have ALL the information to refund my money, Below I've listed my reservation numbers under the name D. Rawls. I've also listed all the payments I made... the amount I've been refunded so far, and the amount still owed to me by Royal Caribbean. If they really want to make things right, just give me my money back because "talk to your travel agent" will not work because RC is not giving my travel agent answers.
Royal Caribbean Payments & Refunds:
Reservation ID: XXXXXXX
Reservation ID: XXXXXXX
Payments:
14 Jun 2019: $500
1 Aug 2019: $630
3 Sep 2019: $830
2 Oct 2019: $930
4 Nov 2019: $930
29 Nov 2019: $930
2 Jan 2020: $231.48
2 Jan 2020: $698.52
6 Feb 2020: 940
5 Mar 2020: $942.60
Refunds:
03 Jan 2020: $59
08 Jun 2020: $141.52
10 Jul 2020: $209.30
10 Jul 2020: $356.78
13 Aug 2020: $471.30
13 Aug 2020: $57.87
Total Payment: $7562.60
Total Refunded: $1,295.77
Remaning Refund Amount:
$6,266.83 as of August 13th 2020
Subject: ***
Case: XXXXXXXX
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We were able to locate reservation XXXXXXX with the information provided on the case and recorded the refund request previously. We have inactivated the certificates for booking XXXXXXX and requested the refund for this reservation as well.
Thank you for bringing this matter to our attention.
Sincerely,
Guest Experience Management
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank You. I've been refunded all but $498 of my almost $8000.00. I'm good with RC efforts and refunding my money. I'm confident that the final $498.00 will be refunded soon.
I will never sail with Royal Caribbean, which is a shame because it was so highly recommended to my group before COVID-19 hit. We were supposed to go on a cruise on March 15th, but we ended up having to cancel to CDC guidelines that were telling American tourists not to board cruise ships. A mere 4 days later (according to their records, I think it might have been 3), all operations were cancelled and everyone received the option of full refunds or future cruise credits. My group was forced to take a Cruise with Confidence certificate, but now with how badly the pandemic is going, I doubt we will be able to rebook and cruise before the end of 2021 when these credits expire. The cruises have also become more expensive so we'd have to pour even more money into this trip. When I called asking for a refund, because of these difficulties and hearing that other cruise lines were giving full refunds, they absolutely refused to help me at all, wouldn't even meet me halfway with an extension of a cruise credit. I have called multiple times to no avail and being unable to speak with any customer service rep.
At this point, I only want a full refund. The customer service is abysmal with this company and they do not care about their customers at all. And to whatever Royal Caribbean rep that's going to respond this and say " Out of fairness to all who are impacted in this same way, we cannot honor your refund request", I say this: It would be fair and good business to honor your customers' requests. I know Viking Cruises and Disney Cruises had no problem fully refunding their customers. You also seem to have no problem refunding guests who were on cruises the week of March 7th because they weren't able to go to every port of call. You clearly knew that operations were going to be cancelled, and you're just taking advantage of every customer who tried to play it safe per CDC and State Dept Guidelines. So go ahead and post your generic sad reply about how you can't possibly help me, and thanking me for my understanding. Just to be clear, you do NOT have my understanding, I see you all exactly for the kind of people you are, and I will tell every single person I know to never book a cruise with you again because of how poorly you treat your customers in the midst of a pandemic.
We are sorry you are dissatisfied with the Future Cruise Certificates that were provided.
The Cruise with Confidence cancellation program was introduced at a time in which we anticipated still travelling with those who wanted to do so. When we had to make the difficult decision to suspend our global operations, we did introduce the possibility of a refund. As we receive cancellation requests at varying points in the life of a booking, it can be challenging to find the boundary of who will and will not qualify for the offers provided. We felt the best way, in a difficult circumstance, was to say that those who had cancelled prior to the suspension were ineligible.
We are truly sorry that you were impacted in this way, and that you were prevented from receiving the refund that you requested. While we cannot action your refund request, we do appreciate the feedback and do hope that we can welcome you back onboard again in the future.
As of today, 7/27/2020, our Royal Caribbean booking is still waiting for Future Cruise Credits since April 2020 sailing date!!!! Worst Cruise Company, they only care about their money and not the well-being of cruise passengers. Do not cruise with them!
We actually tried to contact the cruise early March to cancel and refund our booking because our traveling parties were traveling abroad and are at high risk of COVID19 exposure. We did not want to bring that risk to any other cruise passengers. The responses we received through our Travel agent and direct contact with Royal Caribbean customer services are that they won't give us credits or refund. They said we were okay to travel. Basically, they don't care whether we might be carrying COVID-19 and bringing it to the other passengers.
After much pressuring to both our Travel Agent and to Royal, our Travel agent was successful enough to cancel our trip and received words from Royal Caribbean that they will issue us the future cruise credits. This happened a few days before the official email from Royal Caribbean that they are canceling our cruise. However, Royal told our Travel Agent that due to our "voluntary" cancellation we are not eligible for 125% credits. We were willing to accept that and just wait for the credits to arrive.
After more than 30 days, in May 2020, we contacted our Travel Agent again since we still did not receive any email from Royal Caribbean regards our future cruise credits. Our Travel agent followed up with Royal and told us that they are still working on the cruise credits. Once the credit is issued, we will receive a notification email from Royal Caribbean. Hence, we continue to wait patiently.
In July 2020, we still have not received any future cruise credit email from Royal Caribbean. After waiting this long, we are not happy with credits compensation anymore. We want to get refunds. So we decided to contact our Travel Agent again and tell us our intent. The travel agent reached out to Royal for us and informed us that there was some error in Royal's system that did not show our booking as cancellation for credits processing. The Royal agent informed my Travel agent that it has been corrected and I should receive the future cruise credit within 30 days. The Travel agent did ask for getting refund instead, but Royal agent said that our booking is a "voluntary cancellation" so the company cannot issue a refund for this booking.
At this point, I was not satisfied with more excuses and more waiting time from Royal Caribbean. So I called them myself on 7/27/2020 and got to talked to 2 Royal customer service agents. One of Royal Customer service representatives is named *** (I asked him for ID and he said they don't have one?!?!). He has been extremely rude and start raising his tone with me and cut my phone off even before we finished our conversation. Anyhow, both of Royal representatives told me the same thing that I need to talk to my travel agent and they cannot help alleviate the situation at all.
At this point, I am extremely dissatisfied with the way Royal customer services handle the situation to my Travel agent and to a passenger *** myself. The company is extremely dishonest, if you don't pressure or constantly follow-up on your entitled credits or refunds the company will hoard your money. Stay away from this Royal Caribbean!
We are having trouble finding your reservation. Please call us at (XXX) XXX-XXXX so we can address your concerns.
The worst customer service ever. My cruise was cancelled and because I clicked the link that said I wanted 100% cash refund instead of a future cruise credit, they said I was not eligible to receive a cash refund. Not sure how that makes sense. Total SCAM. We called and their customer service lied to us and told us that we were getting a cash refund and it would take 30 days. Then 30 days later, we had called and they said we were not eligible to get the cash refund. So many lies from the company. We have cruised with them for 20 yrs and have been disgusted with the way they treat their customers. I'm sure that they don't care that if they didn't treat us so badly we would have continued to take several cruises a year like we had been. Instead, our money will go to a better cruise line that knows how to treat their customers. So the joke is on them, because by them stealing a couple thousand from me, they are losing much more in future revenue because the friends and family that have agreed to boycott this company.
We're truly sorry for your disappointment in our responses and for the misinformation given after the cancellation was processed. We received the cancellation request for this cruise on May 16th using the Cruise with Confidence Webform. This sailing wasn't suspended until May 20th and unfortunately, this booking isn't eligible for the Global Suspension as it was already canceled. We hope that you'll utilize your FCCs and will enjoy another cruise with us in the future.
We had a cruise booked 8/15/20 on Majesty of the Seas. We paid a $500 deposit and due to not knowing how the pandemic would affect our cruise we did not pay the cruise in full. As you can see with other reviews, people were having trouble getting their refunds and we were afraid to give more money to RC with fear of not getting it back. We have requested our deposit to be refunded and we have been told it was forfeited for non payment. I would think due to the unpredictable future RC should make consolation and refund the deposit. My husband and I are front line workers and during the time that RC set forth we were working non stop and did not call to cancel the cruise in the time allotted. I hope there is a class action set up for unfair practice during these unpredictable times.
In understanding of the current global situation, we introduced the Cruise with Confidence policy on March 6th to allow guests the option to cancel up until 48 hours prior to the sail date. A webform was available to opt into this program so that guests would not have to wait to speak to an agent to request this. Nevertheless, we're sorry for any disappointment that this situation may have caused.
Shame on you Royal Caribbean! With the state of this country in a national pandemic you should provide refunds to any customer who is asking for them. In the interest of being fair and customer-focused you should listen and respect the wishes of your customers and provide refunds rather than forcing us to take cruise credits for a cruise we may not be able to take due to underlying health conditions and fear of Covid-19. If you wish to retain any customers after this pandemic passes *** should rethink your decision of cruise credits vs. refunds. My cruise was scheduled on 4/5/20 and with the understanding I would receive a full refund I cancelled the booking on 3/9/20 and was promised a refund. Now 4+months later I am told I will not receive a refund because I cancelled before they cancelled the sailing. This was not the information I was told by a RC operator on 3/9/20. Again, I am truly disappointed with the handling of returning our money on a sailing which was canceled. Again, I feel its necessary in repeating SHAME ON YOU ROYAL CARIBBEAN!!
We are not offering refunds for those who cancelled prior to our operational suspension announcement. As such, we cannot issue a refund for the cruise fare paid.
I am seeking a full refund from RCI for a cruise that my family and I were unable to take because of RCI error.
We booked a group cruise last year (for a family reunion) with Royal Caribbean International (RCI) for 8/31 to 9/3, 2019 from Miami, FL to Nassau, Bahamas on the Symphony of the Seas (SOS) cruise ship, with corresponding RT flights to Miami.
With the Hurricane Dorian heading towards Florida and the Bahamas, RCI began sending emails with updates to determine if our itinerary needed to be modified.
We checked RCI's website (as recommended) daily. On 8/31/19 around 1:57 a.m., RCI posted that the SOS sailing was extended until 9/4/19. Therefore, the SOS would not be returning to Miami on 8/31/19. We immediately called RCI & spoke to ***, customer service representative (CSR); he confirmed that the SOS would not be returning to Miami on 8/31 and that our cruise was changed to leave on 9/4, instead.
We immediately cancelled our RT flights to Miami. We called customer service again, and were told that we would receive a refund for $186.83 for the drink/internet packages we purchased, & we would also receive a refund/certificate/or credit for the total amount of $1783.36 that we paid for the cruise.
At 9:00 a.m., 8/30/19, RCI sent out an email indicating that the SOS cruise would still leave Miami as planned on August 31st. We had cancelled our flights based on RCI's error post & CSR information.
9/4/19 Email from RCI - reimbursed packages for $186.83.
9/4/19 - Reply to RCI - My understanding that we would also receive a refund/certificate/credit for the cruise. Did not receive a response.
I called RCI explaining website error that caused us to miss cruise; requested a full refund. CSR indicated that a refund was not possible, instead, we would receive a Future Cruise Credit (FCC), since we cancelled the cruise. Tried to further explain that it was RCI's error. However, after many lengthy conversations, they adamantly refused a refund & offered the consolation of a Future Cruise
Certificate (FCC), which expires on 8/31/20.
3/16/20 - Email from *** RCI Vacation Planner, to help plan another cruise.
3/16/20 - Responded that in light of the COVID-19 pandemic I asked for an extension of FCC or preferably full refund. Ms. Boursiquot suggested I contact RCI Guest Relations.
3/25/20- Emailed RCI Guest Relations asking for an extension for the FCC to 2021 or a full refund, based on COVID-19.
4/1/20 -Email notice from RCI that they were providing a 125% FCC or a full refund for passengers *** by COVID-19. Not eligible since we did not book before 5/12/20.
4/1/20 - I responded, that in light of this offer, I wanted a full refund instead of extending the FCC. This was also a natural disaster in 2019 that contributed to RCI's error.
5/7/20 - Contacted Ms. requesting her help with reaching guest relations.
5/20/20 - Email from *** RCI Guest Experience Management, the existing FCC could not be extended past 10/31/20.
5/20/20 - Emailed Ms. asking if we in jeopardy of losing opportunity to use FCC by 10/31/20 because of COVID-19. How would we be reimbursed. I told Ms. that I fully expected a refund, since RCI has absolutely provided this option to guests during the current natural disaster (pandemic).
5/21/20 - Received another email that RCI was providing a 125% FCC or full refund to guests who had booked a cruise before 7/21/20.
5/21/20 - Replied to RCI that my husband & I have underlying health risks for COVID-19; I will not risk my family's health and demanded a refund.
6/18/20 - Email from *** RCI Guest Experience Management, refund is not possible; FCC was extended to 12/31/20.
6/18/20 Replied with dissatisfaction with RCI's obstinate attitude regarding my request for a full refund.
On 7/19/20, I received an email from *** RCI Guest Experience Management, that FCC are non-transferable & may not be redeemed for cash and RCI will not be able to honor my request for a full refund. This is their final decision.
I am seeking a full refund for the cruise. From the beginning of this ordeal, I requested a full refund for the cruise. However, time and time again, I was told by Royal Caribbean International (RCI) that it was not possible to provide that option. RCI was negligent when they posted wrong information on 8/30/19 regarding the 8/24/19 Symphony of Seas (SOS) extended sailing until 9/4/19. Furthermore, this was confirmed by a Customer Service Representative, shortly after the information was posted, that we would not be sailing on the SOS on 8/31/19. Because of RCI's error, we missed this most important cruise. In the many conversations with their CSRs, I kept reiterating that a future cruise would never be the same for us. We missed an opportunity of a lifetime, to join in a family reunion that will most likely never happen again. We would have never missed the cruise had it not been for the misinformation posted on RCI's website. Our flight was to leave at 6:15 a.m. on 8/3019, and at 9:00 a.m. RCI sends out an email that the cruise was still on. I am perplexed that RCI expects their guest customers to just change flight plans on a whim. This is simply unacceptable. Both my husband and I have underlying risks for COVID-19. Based on COVID-19 projections, it is unconceivable, let alone dangerous, for us to take a cruise at this time or in the near future. While RCI, has extended our FCC to 12/30/20, I don't anticipate getting on a cruise ship with thousands of people any time soon, if ever! RCI's mantra has been that it is not possible to provide a refund; however, they do and they have most recently made that offer. I want a refund!
Subject: ***
Case: 90564748
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
The Future Cruise Certificates that were given in 2019 were given as compensation to guests on the impacted sailing, not as compensation for any misinformation provided. The Legal terms and conditions of use on our website www.RoyalCaribbean.com advise that we reserve the right to correct errors without liability to provide compensation.
On September 12, 2019 we spoke with the Group Leader *** regarding this same concern. At that time, we were told by *** that there were not any fees assessed against the value of the airline tickets. We were told that the full amounts were given as credits for future use.
The original Future Cruise Certificate offer was good for 12 months. Due to the pandemic, we extended them to be good until December 31, 2020. As a final resolution, we are happy to make these certificates book by (instead of sail by) December 31, 2020. No further considerations 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.)
You indicated that the Future Cruise Certificate that was given was based on the impacted sailing, not as compensation for any misinformation provided. In addition, the Legal terms and Conditions of use on your website www.RoyalCaribbean.com advise that you reserve the right to correct errors without liability to provide compensation.
First, in August 2019, RCI continuously referred guests to their website for updated or modified cruise information due to Hurricane Dorian. Which we did.
The fact that RCI kept referring guests to your website for information which could be misleading or erroneous (and more importantly, for which you are not responsible) is egregious and unconscionable. Now, you're saying that you will not compensate (refund) guests for any misinformation provided. This is irony at its best.
You also referred to your September 12, 2019 conversation with Group Leader *** regarding the same concern and that you were told that there were not any fees assessed against the value of the airline tickets and that the full amounts were given for future use.
However, you refrained from referencing our August 30, 2019 call with CSR "***" where he confirmed that the Symphony of Seas, Aug. 31 - September 3 cruise was cancelled and that we would be receiving a full refund. In the days/weeks following the cruise, there were a host of calls/emails we had with RCI staff that you have neglected to reference as well. In addition, you relied on second-hand information regarding the airline tickets.
For your information, we received a full refund and not held hostage to using them in the future (an ethical business practice from which RCI could learn from.)
Last year, we were so looking forward to a "Family Reunion" cruise. It was a once in a lifetime opportunity to join relatives from across the U.S. on your Symphony of the Seas flagship. We missed the cruise because of misinformation for which you will blatantly not take responsibility.
You see, a Future Cruise Credit will not be the same for us. It WILL NOT be the experience we hoped and paid for last August. We are being held hostage to a Future Cruise Credit that YOU have decided is in our best interest. In addition, the FCC is worth almost $500 less than what we paid in total for the cruise. We have never been reimbursed for all taxes, fees and port expenses, etc. I believe we even had cruise insurance.
On your website, you indicate "During these extraordinary times, Royal Caribbean is committed to our guests' peace of mind. Our Cruise with Confidence program ensures you have the flexibility to cancel your cruise close to departure, while knowing that you'll cruise at the best price out there."
Since last year, I have lost all confidence in Royal Caribbean International. Your responses are condescending; you are not understanding, and I seriously doubt that you care about how disappointed we are with your decision and your cruise line. I am demanding that RCI do the right thing and refund our money, (even at the lower amount of the Future Cruise Credit.)
Subject: ***
Case: 90564748
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
It is not our normal practice to compensate for cancellations due to Hurricanes or other inclement weather conditions. However, due to the impact this did have on our passengers we did choose to compensate guests.
We have reviewed the reservation and find that the beverage packages and internet package were refunded last October. We have submitted requests to refund the gratuities and taxes, since this party was unable to sail. We anticipate these refunds to be completed within 2-4 weeks.
We tried to communicate the changes regarding our cruises in response to Hurricane Dorian. In an effort to provide timely of communication, to a large volume of customers, we did send out blast communications and referred guests to our website for updates. As is the nature of hurricanes, the conditions can change rapidly and unpredictably, at times. We did our best to communicate changes in a timely fashion. We truly apologize that this party was negatively impacted by Hurricane Dorian.
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 attached the Booking Confirmation - Guest Copy receipt for Reservation ID: *** (Group ID XXXXXXX).
Please note that Booking Charges included Group Travel Protection for the following:
*** - Group Travel Protection $59 for Guest 1
*** - Group Travel Protection $29 ($58) for Guests 2 & 3
Based on the information on your website at https://www.royalcaribbean.com/faq/questions/travel-insurance-program, Royal Caribbean indicates that:
"With the Royal Caribbean Travel Protection Program Cancellation Penalty Waiver, if your plans go awry and you cancel your cruise vacation (for specified reasons), Royal Caribbean will waive the non-refundable cancellation provision of your cruise ticket contract and pay you IN CASH the value of the unused portion of your prepaid cruise vacation. In addition, should you need to cancel for "any other reason" you may be eligible for credit toward a future cruise - up to 75% of the non-refundable, prepaid cruise vacation cost.
Because our liability for loss or damage is limited by the Cruise Ticket Contract, we recommend that all guests check their own insurance coverage or consider purchasing the Royal Caribbean Travel Protection Program. "
I have also read the Travel Protection Program Policy for Kansas residents and the "specified reasons."
We had every intention of traveling to Miami at 6:15 a.m. on August 30, 2019 for our cruise on August 31st. Our plans "went awry" when you posted incorrect information on your website on August 30th, at approximately 1:57 a.m., indicating that the Symphony of Seas would not be returning to Miami on August 31 for our cruise. In addition, the same information that was posted on your website was then CONFIRMED by your CSR *** at approximately 3:00 a.m. when we finally got through to Royal Caribbean in a panic.
So, since your mantra is that you are not responsible for misinformation on your website, are you not responsible for information that your agents provide either? If so, just what is Royal Caribbean responsible for? What confidence do your guests have regarding any communications with RCI?
RCI undeniably caused us to miss our cruise; however, that liability was transferred to us as "cancelling" our cruise. We DID NOT voluntarily cancel our cruise. How could we possibly cancel a cruise that we understood, from information posted on your website and confirmed by your agent ***, was cancelled? The information that *** and every other agent provided on August 30th was completely incorrect. We were unable to travel to Miami in time for the cruise, not because of an accident (one of your specified reasons), but, because we were hijacked (I believe that is a specified reason) with misinformation from Royal Caribbean.
Royal Caribbean SEIZED our opportunity to sail on this cruise. It's time for RCI to take responsibility. As I see it, Royal Caribbean cancelled on us! I want a refund!!!!
Disappointed instead of a refund I received a future cruise credit which cannot be used towards taxes and fees only the cruise which is a bunch of baloney since your original funds were for the cruise, taxes and fees.
Taxes and fees are refundable, if the booking is paid in full. Our Future Cruise Certificate offers are always based on the cruise fare paid. We do not include taxes & fees, gratuities, or any other non-cruise fare related charges in our calculations.
Should you need more information regarding the charges paid on your cruise vacation we would recommend contacting your Travel Agent. If you booked directly with us please contact our Customer Service staff at (XXX) XXX-XXXX.
I was on the Granduer of the seas March 7th. Just like some of the other people complaining on here. I have called and called and also emailed to get my refund
No one answers the phone and I still haven't gotten my refund! This is insane!
I have sailed with them several times and do not deserve this sort of treatment
I want my money back! Who is paying all Of the interest on my credit card? It's way past 90 days and no word from Royal Carribean!
Reservation number is XXXXXXX
So now you can't comment asking for one! Before you lose anymore future customers do what you said and give people their refunds!
We truly apologize for the delay in receiving your refund and the frustration you have experienced. The request has been escalated and we hope to have it completed very soon. We appreciate your patience with us.
The Grandeur of the Sea cruise we took on March 7, 2020 refund still has not been received. Our cruise didn't reach most of the designated ports so guests were being given a refund option per Royal Caribbean's letter left in our cabin. I've called 3 different times starting in March thru June with over an hour hold for each call requesting a refund and inquiring about the status. I asked for our refund which we were supposed to receive within 30 days, each time customer service said it's in processing as well as the manager Bo, who said she would personally see to it that our refund was received promptly. I was told to wait an additional 30 days each month I called. Well, it's July and still no refund. How long has it been taking other people on this cruise to get their full refund? I think they are trying to scam us and not deliver what we are owed. Besides hiring a lawyer I'm not sure how to collect our money. Customer service has been rude and put me on hold to the point I think they purposely want me to hang up from waiting so long. Their voice response even says to expect an hour wait for a customer service rep. I made the reservation myself through Royal Caribbean's website, not a travel agent. I just want the refund so I can move on, Royal Caribbean has lost a customer for good. It's shameful the way they are treating customers. Besides the refund problem, the cruise itself was horribly mishandled. I'm leaving a 1 star review because it's required.
We truly apologize about the issues you have encountered with your refund and our Customer Service Team. Rest assured we will address this feedback with the agents involved. We have taken steps to further escalate your refund request and hope to have it completed soon. We appreciate your patience with us.
As of today 8/16/20 a refund of any kind still has not been received. What specific date can I expect the full refund? It's been 5 months with only empty promises.
I will NEVER a cruise with Royal Caribbean ever again. I spent a great deal of money to take my family of 5 on a graduation cruise for my daughter.. not to mention convincing a group of 30 to book as well. Of course Covid happened which I totally understand it was unforeseen by all even Royal Caribbean but what I don't understand is the problem I'm having to get my refund. The money in which we all payed in full. My family and my entire group of 30!!!! My travel agent processed my refund on April 17, 2020 as of today July 8th 2020 we have yet to see one red cent. NOTHING!!!! Not even an explanation!!! NOT even an expected date of return!!! I don't understand how you had no problem taking my 7k but a problem giving me my money back. I have friends who were schedule to cruise with other cruise lines who have received their complete refunds!!! Please help me understand this horrible customer service.
I've tried calling Royal Caribbean directly and they've told me they can't discuss financials to the contract with my travel agent and my travel agent is telling me Royal Caribbean is telling them NOTHING. Royal Caribbean please provide a response and give people like myself their money back. I'm sure cruise lines will be back in service in the future but man Royal Caribbean you are loosing me and anyone I come in contact with as customer!
We are sorry for the delay and frustration experienced. As these reservations are being managed by your Travel Agent, we must defer to them for handling of your refund request. Thank you for your patience and understanding.
I was booked to go on a cruise with friends March 27-March 30, 2020. The cruise was cancelled due to Covid-19. I have been unable to obtain a refund.
I have spent upwards of 10 hours trying to get a refund for my cruise on Mariner of the Seas March 27-March 30, 2020 that was cancelled due to Covid-19. I have spoken with *** and Juan on the 1-800 number. My Reservation number is XXXXXXX. I have a serious, debilitating disease being treated with chemotherapy and have been advised to not go on any cruises for the foreseeable future, and Royal Caribbean will only issue a cruise credit for our trip. I need a refund since I am unable to use a cruise credit in the time they are allowing (must be taken by Dec. 2021). Besides, I am a public school teacher, undergoing serious medical treatments, during a pandemic, and I need my money returned to me. Their refusal to issue refunds for a service they did not provide as agreed is unscrupulous business practice.
I am simply seeking a refund of the cruise in which was cancelled $486.
Subject: ***
Case: 90562375
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We have been in contact with Ms. by phone. We are working with her regarding her concerns, and anticipate having resolution soon.
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***
I spoke with Royal Caribbean about a refund for my cruise that was cancelled. I even gave them a doctor's note. I still have not received my refund for my cruise in March. I submitted their requested doctors note via email to ***@rccl.com on July 21st. It has been a month, and I tried to follow up. THEY did NOT come through on my refund of $486 on the cruise that they cancelled in March. I did everything they asked of me. I just need my refund now. I am a teacher, and this is a lot of money to me.
Subject: ***
Case: 90562375
Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
We have spoken with the guest regarding her concern. We have reached an amicable resolution and kindly ask that the case be closed.
Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
Sincerely,
Guest Experience Management
I was given the option to cancel my cruise for a full refund via email. I chose to receive a refund and was notified via email that I would receive the refund within 30 days. At 31 days, I called Royal Caribbean and was told that the cancellation request was in, but could take up to 45 days. At 46 days I called back as I still have not yet received my refund and I was told that the cancellation request was not received and I would have to wait "for the system to process the request". When I asked if the cruise was cancelled in the computer system, I was told that it was not cancelled yet. When I questioned how it was in the system at 31 days post cancellation, but not on 46 days post cancellation, she could not answer my question. I asked to speak to someone who could further help me and they were unable to say when my money would be refunded. At 60 days, still no refund. At 90 days, I called again and again was told my refund would be coming. Today is day 97 and still no refund.
Confirmation ID XXXXXXX
Cancellation Response ID XXXXXXXX
I am owed $2807.70
We are truly sorry for the delay you have experienced. Our leadership has been made aware of this reservation and we are taking steps to complete your refund request. We hope to have this completed soon for you. Thank you for your patience.