Royal Caribbean Group

I am unable to sail due to health conditions and aprehensive of Covid 19.I sent numerous email and was told that I will not getting a refund. I feel like that Royal Caribean is about greed and not helping the customer. This is really sad......I have called and sent numerous emails.The end result is, We are looking into it since March 22, 2020. Why???????

My family and two other families were booked for an April 5 cruise to
The Bahamas from NYC. When we received an email from
RCCL giving us the option to take a future cruise credit or full refund, all three families requested the full refund in mid April. Almost immediately we all received our taxes and gratuities back to our cards. Here is what has happened since;

2. One family who waited way past 45 days to receive the refund, called Royal Caribbean and was told that they had issued a credit to his card but the credit card company had denied it as being fraudulent. A very quick phone call to the bank and it was clear that Royal Caribbean had lied to him. Credit card companies Will always except a credit back to a card. So that was just a flat out lie.

2. My friend's story, as you can imagine, scared me to death so I placed a phone call the next day Royal Caribbean expecting to get the same answer about a credit card fraudulent issue. Instead I was told that I had requested the future cruise credit, which clearly I know the difference between the two. I lost my mind and asked to speak to a manager. After being put on hold for 20 minutes, the person who got back on the phone with me was clearly the same person. His voice was exactly the same. The gentleman requested a desire to help me and after putting me on hold for another 45 minutes told me that he had processed the cancellation and that I could expect a credit quickly. I am still waiting.

3. The third family has also received no information from Royal Caribbean on when they're receiving the rest of their money.

At this point we are considering filing a small business claim and we are also reaching out to the local media to let them know what's going on.

What I find so disappointing is that I've been cruising with Royal Caribbean for almost 20 years and absolutely loved the experiences. It's amazing how quickly they managed to erode all of my confidence in the company.

If you don't have the money and you can't pay us, just let us know. Yes we will be unhappy that we're not getting our money back as quickly as we want but we will certainly be much more appreciative of honesty than lies.

I requested a refund for 3 staterooms May 11 . I have received less than 1/3 of my refund . They stated refunds would take up to 45 days . It ha sheen longer than that at this point . I have called multiple times and they still haven't not given a timeframe of when to expect the rest of my refund. Customer service has not called me back after I asked to speak to a manger . I am extremely upset and disappointed in how Royal has handled situation.

I am very disappointed with Royal Caribbean's handling of the cancelled cruise refunds. We were scheduled to cruise May 23-June 1st and Royal Caribbean cancelled our cruise on April 16. Our travel agent requested a full refund for our cruise on April 17. On May 10, I was refunded the majority of the fare, but Royal Caribbean still owes me $471.98. My travel agent has called several times, has spent many hours on hold and the only explanation they will give is the refund is "in progress." They can not explain anything. The refund that did come was in very random amounts and did not even match up to the payments made. It has been nearly 2 months since the initial refund was issued and I am extremely frustrated with the lack of concern from Royal Caribbean. We paid our fare on time, and I expected that they would refund my money in a timely way as well. In addition, there are other members of our party who have not received their refunds either. I will not reschedule this trip, not will I cruise with Royal Caribbean again.

I submitted my refund request March 27th. I am still waiting for my money to be returned. I have tried contacting them and over and over they keep telling me to be patient. The request says 30 days it's been 3 months!! It only have I been patient I have put up with rude employees and still no answers or my money. They keep blaming it on the travel agent and refuse to give me any information about my money that they still have. I had to talk to 5 different people to get my excursion money back and that took me complaining on social media for them to decide to return that money. They had no problem taking my money but seem to have several problems giving it back. The response is always talk to your travel agent which does no good because she calls and you don't give her any answers either! I want my money!! I will never cruise Royal!!

My July 26 Royal Caribbean Cruise has been cancelled. RCCL is refusing to refund my FCC that I was forced to take when I had to decide in the middle of a pandemic that I could not possibly go on this cruise with elderly relatives (prior to them cancelling). I told multiple RCCL reps that I never wanted a FCC they told me that was my only option. Then they cancelled my cruise, far later than most cruise lines I might add. I want and need a full refund for money paid. RCCL does not have a right to keep my money for a cruse that will not happen. I DO NOT want a Future Cruise Credit that I was forced into taking. Please help me get a refund for a cruise that will not sail.

We have waited over 2.5 months for a promised refund for a cruise that Royal Caribbean cancelled. At the time we contacted them stating we wanted a refund instead of future credit we were told 30 days. The next day I received an email saying 45 days. After 45 days we contacted our travel agent and she was told 2 more weeks, at the end of each two week period the agent and ourselves are told the same thing, 2 more weeks, staff shortages, Covid 19, you name it they have used the excuse. Yet each day I get between 2 - 4 email offers for future cruises. These cruise lines received tax payer money to help them through this pandemic while keeping our money and gaining interest off it while we are not. Times are hard enough without being denied the refund we are rightfully owed. This cruise line allowed us to travel all the way to Puerto Rico and then cancelled our cruise with less than 48 hours of boarding time. We incurred a substantial bill to secure an unscheduled flight back home since we had no where to stay until our scheduled flight back.

Me and my family were scheduled to sail on Oasis of the Seas with another family on March 29, 2020. My husband has a compromised immune system, and on March 8, with Covid-19 getting worse, we and the other family decided to do "Cruise with Confidence" which was our only option at the time so we both called and asked for this offer. 5 days later RC announces the cruise is cancelled and everyone else is getting a full refund or 125% credit. My friends call and are told they can have the refund. I called one day later on March 15, and I'm told its "not possible" for me to get the refund because I did cruise with confidence. Today my friends finally received their full refund. I've gotten nothing. After being told repeatedly it's "not possible" I see other people on this very site have gotten refunds even though they took the Cruise with Confidence also. You have lied to me multiple times and I've spent hours trying to get this straightened out. My husband has *a compromised immune system*... a future cruise will not be possible for us for a long time! Please finally do the right thing and give us a refund!

After receiving the confirmation email for my future cruise line credit, my husband and I began to plan our new honeymoon. While booking, we paid in full under a credit card and was told that our future cruise credit would be applied after the fact. We never received a new invoice reflecting the FCC. After speaking with the help line representative, we learned that only part of our cruise credit was applied and the remaining balance is going to be issued to us after we go on this cruise as a new future cruise credit. Not only did royal caribbean decide for us what to do with our credit/money, they also decided that we are going to go on another cruise with them. I stated on the phone that I was under the impression my FCC would be used toward my new cruise and other expenses such as excursions and dining packages in full. I was then told that this is how royal caribbean decided to use our credit and that I had to deal with it or lose out on the credit. We are deeply upset with the way the company is responding and I would like my entire cruise credit to be applied to my new cruise I booked and not the partial amount that Royal Carribbean decided on.

I had a cruise booked for 6-14 and it was cancelled due to COVID. We requested a refund. We have received some money back but it is coming in small amounts with no explanation as to what part it is. We have gotten amounts like $18.42, 225.24, 82.34etc the total has added up to around $1,200 of the $5,900 spent. I had to pay in a lump sum why am I not getting my refund the same way?? I have to keep a log to make sure I get it all. Since you canceled not us shouldn't I get the deposit too?? I'm still waiting on over $4,600 and in this time I need my money.

Requested a full refund for a cruise on April 18th that was due to depart on April24th due to Covid-19. I have called several times since they 45 day time frame was given only to be told, " everyone is in the same boat. You just need to be patient. we are doing the best we can" . This type of response is totally unacceptable. I paid for my cruise in full by the deadline given. I should receive my full refund by the 45 day deadline given by Royal Caribbean. I will never cruise with Royal Caribbean again. This was our sixth cruise. No more excuses. Refund your customers their money!!

I canceled my cruise on 3/15. I asked for a full refund instead of future cruise credit, which I was eligible for since the sail date was more than 90 days away. I was told the refund would take 5-7 business days. Three months later I still have not received a refund for my cruise fare or onboard credit. Customer service is nonexistent. I have sent emails that have not been answered and have sat on hold for hours on the phone. This company owes me thousands of dollars and I am starting to think I will never get any of it back.

So a group of friends and I scheduled a cruise with them and were all excited to go. We have all had no issues with them in the past, but they cancelled our cruise due to Corona. They ignored our emails and requests multiple times when we reached out numerous times. We were told that they couldn't issue us a cruise credit or do a refund because "we didn't cancel" when we did MULTIPLE times. They are trying to steal thousands of dollars from our whole group, and basically told us they the money is theirs and it's not their problem. We paid over $2000 between my significant other and I. We were totally fine with getting FCC because we have used them multiple times, but they did nothing for us and we didn't hear anything. I had to dispute the charges with our credit card company because they were literally just trying to steal our money. We only got $300 dollars back out of the grand we spent on the cruise line alone. And they are trying to say we didn't even try to cancel which is a joke. Long story short they stole thousands from my friends and I. Nothing but a Con company and I wouldn't recommend this cruiseline to anyone. Take your money elsewhere to a company who actually cares about their customers, and won't stab you in the back and take your money especially in such hard and trying times. Joke of a company.

Was set to travel on March 21 and the cruise was cancelled the week before. We requested the refund and was told 30 days for refund. Received an email a few weeks later saying our cruise credit was now available. Called back and sat on hold for hours again to be told that it was either entered wrong initially or we originally requested the credit- regardless, they fixed it to a refund but said we'd have to wait for another 30 days for the refund.
Waited another 30 days and called back to sit on hold again. Was told it was taking longer that usual but they could see it was being processed so I should give it another 15 days.
That was 30+ days ago. Now over 90 days since our cruise was cancelled and still no refund. I send emails, no response. I call and sit on hold for hours and no one ever comes on the line before it just disconnects.
We've cruised with them before and enjoyed it- was really looking forward to this next cruise. It's really unfortunate that they can't give their customer's a simple straight and honest answer on when we will see our refund.

My family booked 6 staterooms on the Ovation of the Seas for an Alaskan cruise on 6/5/20. At our request our Travel Agent filed a Refund Request Form on 3/27/20. Only three of the rooms have been refunded as of today (6/18/20)because my son and son-in-law started a Twitter complaint. The rest of us are WAITING!!

We were set for a March cruise 3/15-22 and cancelled due to Covid 19. We were told to request a refund and STILL have not received it. Every time I call, they tell me I should get it "next week" and it never happens. Response has been horrible, both for us and for our travel agent.

I am in a devastating situation and cannot believe how RCI has treated us.
My family was set to sail March 23 from Sydney as a surprise for my mother's 60 birthday. We had booked through a travel agent. As the pandemic became worse, we had no choice but to cancel on March 9 due to my mother's underlying health conditions. It was simply too dangerous for her to travel. A week or so later, RCI introduced their Cruise with Confidence policy. We were told we had the choice to receive a 100% refund or 125%. We decided to go for the refund and were told by our travel agent it was processing. I was told today that RCI will not be honouring this because we cancelled the booking a week before the policy was put into place. Instead, our credit has been given a hefty penalty and have lost thousands.
We thought RCI would understand our situation, we've been sadly mistaken.

We booked a cruise with Arpan Air, Inc., the international representative of Royal Caribbean International in the Philippines. Cruise details are as follows: Ship: Quantum of the Seas, Sail Date: April 4, 2020, Itinerary: 5N Spice of Southeast Asia Cruise, 49 Passengers. This was meant to be a family vacation, and 36 of the 49 passengers have never cruised before. I myself am a frequent Royal Caribbean cruiser (Platinum Level).

Royal Caribbean confirmed last February 18, 2020 that we will receive a full refund of the entire cruise. Total cruise amount = $32,296.44. We received a refund of only $200 so far. We have yet to receive the remaining cruise refund of $32,096.44. It has been 118 days since we were promised the full refund. If Royal Caribbean is indeed processing refunds on a first-come, first-served basis, then we should have received our refund a long time ago. It is not true that it takes 60 days to issue a refund. It takes way more than 60 days for the refund to be credited, and we are still waiting for ours. We have also reached out to Arpan Air who has sent several chaser emails to Royal Caribbean's Accounts Dept in Florida. Unfortunately, we have not heard back from Royal Caribbean.

My boyfriend and I booked a cruise on Navigator of the Seas for May. I called on March 26th to cancel. Royal Caribbean said they would enroll me in their Cruise with Confidence program and I would receive a refund of my taxes and fees in about 2 weeks. I gave them twice that time and still not a single penny returned. On April 24th I requested a full refund. To this date, I have not received one dime back from Royal Caribbean. When you call for information you are put on hold for an extended period of time. They do not have manager's available to speak to customers and today I was told that a manager would call me back in 24-48 hours. People sign up for a cruise to get away from stress. Interacting with Royal Caribbean has been extremely stressful. As a business they have not honored the commitments they have made to their customers. If you're interested in just how hard it is to get Royal Caribbean to deliver on it's word you can read below for further details.

3/26: Called around midday, was informed that in approximately 2 weeks taxes and fees would be returned, that did not occur.
4/24 - Filled out online refund request form.
4/24 - Called Customer service at 11:15 am - Was informed there would be a 15 minute wait, was on hold for greater than 40 minutes. At one point the promotional ads stopped, I thought I was being connected to an agent, said hello multiple times, but there was silence on the other end and no one picked up. I waited around 3-4 minutes, still no agent.
6/12 - Called Customer service , call length 42 minutes. Spoke with Ms.. I was informed that I was not being refunded my money because I enrolled in the Cruise with Confidence program. I informed Ms., that part of enrolling a customer in the Cruise with Confidence program is refunding them their taxes and fees. I had not received a penny back from Royal Caribbean and therefore they had not honored their part of the agreement. She apologized and said that their accounting department was back logged. I informed her that I called in March and to not have received a single penny of my money back in June was unacceptable. I asked to speak to a manager. I was put on hold for a while. Eventually Ms. informed me that they had no manager's available to speak with customers, but that she would take my number down and a manager would call me back in 24-48 hours.

We booked a trip with RC sailing out on May 3rd on adventures of the seas. The cruise was cancelled on March 25th due to covid 19. We decided to go with the full refund option. We had originally paid over 5k for the trip. We received a partial redund but are still short $1264. We and our travel agent have been in contact with RC several times, and after waiting on hold for hours each time, we are told on all ocasions that we would be refunded the remainder of the funds by the end of the week. The end of the week comes and goes with no refund in sight. So we are forced to call again week after week. I find RCs actions very misleading and dishonest, makes me wonder what corners are being cut when operating and maintaining ships. Im not sure if we will ever get our money back but we will keep trying. Some of our options at this point is to Dispute the charges with our cc, and formal complaints with Marine organizations.