Royal Caribbean Group

Extremely bad customer service. When Covid-19 shutdown everything Royal waited, till the last minute to cancel our June 13th selling. It was announced on Facebook that it was finally canceled so I went online and requested my money back instead of the 125% cruse credit, latter that day my friend did the same thing. The next week I received some money back and spoke to my friend and he received the same plus his $500 deposit that I did not get. A day or two later he received the rest of his money so I called and was told that I did it before the "official" announce and was given only 100% credit. I explained what was going on and asked for a full refund and that why would I ask for 100% cruse credit when they were, offering 125% credit the same day. I was told that they could not do anything for me.

My April cruise was cancelled due to covid. I'm a loyal Royal customer and decided to take the future cruise credit, after all I would for sure be cruising again. I booked this cruise online wirh my best friend during a buy one get one 60 percent of sale. We paid online. I was billed half the cost, she the other half. When we received our FCC, mine was for total cruise fare plus 25 percent, hers was for 60 percent less. I contacted royal caribbean. I thought that because we would be booking together on the same reservation again, that I could use my FCC towards her fare. Well, no. We were told that we could not use my FCC for her fare. I was upset. We paid 50/50, but were not refunded in the same way. I decided to opt for the cash refund. I had to so that I could make my friends amount whole. During all of this waiting and confusion, we were still looking to book our next cruise. We saved for this. Neither of us can afford to book again without the refund. I requested the refund 4-30. I was told it would take up to 30 days. I called yesterday. I was told it takes 45 days to receive a refund, and that my request wasn't processed until 5-5. I was also told that I may not get it all at once. I really wanted to nook another cruise. I tried to nook another cruise. I need my money back. Royal Caribbean is making it impossible for me to book another cruise. When I finally get my refund, IF I get it, I'm not sure I could book with royal again. All I wanted was to be able to rebook with our origional money paid. I didn't ask for extra, didn't expect any extra compensation. I just want to book a cruise.

I got word about my cruise cancelation and filed for refund March 24...I finally got refund but it was $2103 short and was told (on phone after 2 1/2hrs on hold) the other $2103 would be paid within a couple days...that was over 3weeks ago.

Finally, I have received all credits due me. For the reader of these posts, this post is to clarify some of the confusion, as I see it, on the methodology of RCCL credits. I draw your attention to my post of 5-22-2020 under the name of "Wm. W." on this site.

Seems the RCCL practice is to refund about 80% of the cruise fare with the first credit to the credit card. Then, sometime later, a second credit for PART of the remaining 20% and then, sometime later, a third credit for the remaining cruise fare plus any premium paid for cruise insurance purchased from RCCL. That was my experience.

This process makes it difficult to reconcile the numbers and then to compound the problem, RCCL provides no audit trail to explain their credits. I hope this will assist the reader and perhaps even RCCL. I am so happy to have this issue behind me.

I cancelled a cruise for may 31st the week before they announced fleet wide cancellation of all ships (~march 23rd) . I was told a 100% cruise credit would be applied under the existing policy at the time. I was first told it would be sent by the end of the week which then changed to the end April with the fleet wide cancellation. In April I received only the refund for my port fees and was told the remaining $500 would be issued as credit by end of April. End of April, still no credit, call up RCL who tells me if you don't get the $500 credit by May 23rd call us up, I will manually process. It is now June, almost 3 months since I first cancelled and the newest information I have from RCL today is that "we have no clue when it will be processed". This is in lieu of the fact that 1. I cancelled prior to the entire fleet wide cancellation, 2. I was told the credit would be manually processed by May 23rd, 3. RCL promised to have all the credits sent by May 23rd for all cancelled sailings departing May 31st or later, 4. the previous promise of 60 days to refund which has now be truncated to 45 days, yet my sailing which I cancelled almost 90 days ago, still hasn't been processed.
-1/10

Our family booked and paid in full for our cruise in June 2019, to sail May 17, 2020. We all paid for the travel insurance! Due to covid, the cruise was cancelled. Their insurance company denied a refund! We were issued a credit of 75% of what we paid! They stole $ from 14 people in our family!!!!
These credits have to be used within a year, not transferable, no holidays or special dates and we have to jump through hoops like circus monkeys to even use it!!!
NEVER NEVER EVER SAIL WITH THESE THIEVES!!!!!!!!
They should be ashamed of themselves capitalizing on customers during a national health crisis! And THEY cancelled our cruise!!!!
Pitiful company!!!!!

I had planned a cruise set to embark on May 23rd 2020 which was cancelled due to Covid 19. I called to get a refund and was told that they had issued the 125% cruise credit (which I never received ) the Rep that spoke with me was nice enough to cancel the cruise credit for me and let me know that I will be getting a full refund of $1750 since I paid in full and in advance. Just checked my bank account and I received a refund of $350 which is completely unacceptable. I called the customer service line and was hung up on after waiting 15 mins and am currently in hold and have been for 26 minutes and haven't even spoken with anyone yet. This is completely unacceptable I WANT MY MONEY BACK!!!

We were booked to sail March 14th on the Harmony of the sea. After Canada issued a no cruise advisory we were forced to cancel on March the 10th due to the fact our travel insurance would no longer cover us. Royal Caribbean canceled this cruise themselves on March 13 three days later. We have received nothing back, not a single dime from Royal Caribbean after countless phone calls and emails. They have given us the run around on multiple occasions and to say we are frustrated is an understatement! We've been told now that we will only qualify for future cruise credit regardless of the fact that our own country had a travel advisory issued and we would have no health coverage for our two young daughters. They are suppose to refund our taxes, gratuities, and excursion however like I said nothing! Frustrated!

Our cruise was cancelled due to Covid 19, Harmony of the Seas, said date of March 15, 2020. I have called numerous times to inquire, no answers, literally excuses. Wait times up to 2 hours. Royal Caribbean has no answers!! All I want is answers and action.

We were booked on Harmony of the Seas which was scheduled to embark on June 7th. The cruise was canceled on April 17th and at that time we were told we would have a refund for the cruise fare and preplanner purchases within 45 days. It has now been over the amount of time and when my travel agent called to follow up he was told it was now taking up to 90 days. It is outrageous that this company is taking this amount of time to process refunds when other major companies (i.e. airlines) are able to process refunds within a couple of weeks. I will never book a cruise with this company again.

RC showed they have no character or do the right thing. Instead they hide and cheat.

Booked a cruise in January but cancelled due to COVID. They wouldn't refund but said had to reschedule. Once CDC announced no sail, they sent a refund link but wouldn't honor it saying I let them reschedule so get a cruise credit. They never even sent that. Not that we would want it as if this is how they behave upfront, what would we get if there really was an issue on a trip?

Customer service line doesn't live up to its name. Wait times of 30 minutes to 2 hours. They hang up on you a lot and call back and wait again. Very confused and story changes with each person you talk to.

Be very careful with RC. Better to just avoid them altogether.

Royal Carribean International (RCI) has to be made ACCOUNTABLE for refunds that they say are 100% refundable vs. the 125% FCC that they tried to entice customers to buy into and hold on to the initial paid cruise amount paid.
We were booked to cruise out of Florida on May 17,2020. It should be noted we booked our trip through a 3rd party agency and when RCI cancelled the cruise due to CDC guidance RCI AND 3rd party were attempted to be called with no agents from either company to pick up to discuss, actually the calls went to a Busy Signal from the get go. After several days the 3rd party agency sent an email to its customers that arrangements were made with RCI TO HANDLE THE REFUND PROCESS directly. We used the special RCI Customer tel number provided and that REP. told us that it could take up to 45 days for refund to go back into our bank account. So on 5/15/2020 $1635.38 was placed back into our account, however it was short $242.48 still due to make us whole for the amount paid for the cruise. So on 5/16/2020 we contracted RCI agent Joe and he stated that it would be deposited by 5/31/2020 if not call back. Fast forward to today 6/3/2020 and after 3 hrs on hold to talk to another RCI agent we got I'm so sorry this has happened to you and it should be deposit soon- when I pressed for a date on what defined soon she couldn't tell me a date I pressed for a manager to discuss. Now Supv. *** tells me he also so sorry and that it should be done early June I asked give me a date he couldn't. He also stated that because I booked through 3rd party I should call them. I cut him off immediately since 3rd party and RCI made the agreement that RCI would handle the entire refund process. He said he needed to call my 3rd party to get approval to discuss the pending funding due us. Which reallly is not true since they made the agreeement already to handle all funds. He also told me that RCI KNEW they had system problem that was short changing refunds and it is expected to be resolved early June another hoax. Then in closing todays discussion he also said they they still needed to pay commissions to the 3rd party and we will be refund the $242.48. So am I holding my breath to get on another 3 hour call to get the same runaround no - but I'm soon thinking about calling counsel just to make them to answer the BIG *** RCI IS OVERSEEING TO KEEP FUNDS IN THEIR WALLET AND OUT OF MINE

I had sent a negative review a couple of hours ago, due to the covid-19 pandemic issues. Me and my husband had spent several hours on the phone with several people at Royal Caribbean trying to get an issue resolved with no resolution over the past couple of months, yesterday, and again today. After I sent the review, I thought I will try to call one more time to resolve the issue. The person who answered the phone, listened to my issue and then forwarded me to the right person who could help resolve my issue. Thank you to the people that helped me this time when I called. Royal Caribbean did the right thing after we had tried several times to get this resolved. The last 2 people I talked to were finally able to help us. By providing good customer service by these 2 people, it makes us want to book with Royal Caribbean in the future when we are able to cruise again. The only thing I suggest is that the company could help resolve these issues without us having to call multiple times.
The people that helped me today should be proud of themselves, and the company should be proud of them for providing good customer service.

We canceled our cruise 3 months ago and we still have not received a refund after multiple phone calls. This is absolutely ridiculous that they can hold our money this long. The rest of my family was refunded and we have not been despite the fact that we purchased around the same time. Every time I call in I get the run-around. I've been told you can expect your money back by the end of the week multiple times and it has not happened. Stop promising your customers things that can't be committed to. If you have any hope of winning by business again in the future, I demand a full refund immediately.

My husband and I went on an RC cruise, leaving on March 7 and returning on March 19. The cruise had many problems, as most tours and island visits were cancelled, due to the Covid-19 Virus. At the conclusion of the cruise, we were offered a full refund or another cruise. We chose the full refund, and we applied for it as soon as we returned home. We also contacted Direct Line Cruises, our travel agency, to check that our refund request was received by RC and it was. It has been almost 3 months since our return, and we haven't heard anything from RC concerning our refund of over $5000! I have emailed RC several times and I have contacted DLC, with no response. We will contact a lawyer soon because this disregard by those companies is very disheartening.

My family and I were scheduled to leave on a cruise March 14, 2020. Due to Covid, and the rapidly changing environment, we canceled on March 11th with the Cruise with Confidence policy. Our Cruise wound up being canceled on March 13th and all those that were canceled received the option of 125% FCC or refund. Our travel agent informed us that we will receive the choice as well. I have it in an email. We chose the refund. After weeks of not getting anything from Royal, we find out that they decided that they were no longer giving us the refund. Now, June 1st, 11.5 weeks after cancellation, I still do not have my FCC. When I call, no one will speak to me because I booked with a travel agent. My travel agent can't get a response as to why I don't have my FCC yet. I was traveling with a few other friends and EVERY ONE OF THEM have received their FCC already, however, just to be clear, they had to wait ridiculously, unacceptably long as well. I have held a future cruise, but don't have my FCC to pay for it.

Royal had always been my favorite cruise line. This customer service is SO disappointing. I don't know how I can ever be an advocate for Royal again after this.

IF YOU ARE LOOKING TO BOOK A CRUISE WITH ROYAL, I WOULDN'T. WITH ALL THIS UNCERTAINTY THEY WILL TAKE YOUR MONEY AND NOT FULFILL THEIR PROMISES. They were supposed to issue the FCC within 30 days; then 45; then 60. It's been 82 days and I still do not have my refund. This is a sorry excuse for a company. I would be worried about the financial stability of their company if they can't issue FCC's in a timely fashion. There is absolutely no customer service, nothing for a customer to say how wonderful they were in this terrible, uncertain time. What a disappointment.

We are still waiting for a refund since March!!!! Keep calling and we are on hold for minimum of an hour if not two!!!

We were supposed to sail May 30th 2020 the obviously cancelled. I elected a refund instead of a future cruise credit on April 17th 202. On May 13th 2020 I was refunded $5401.96. I am still owed $3602.80 total. I have spent many hours on the phone trying to resolve this matter. I am making this complaint with the Revdex.com and my next complaint will be with the Federal Maritime Commission. I understand unusual circumstances but with the way I have been treated I will never sail with Royal Caribbean.

I am a nurse and I needed to go away with my family after all of the recent stress but instead I am finding that Royal Caribbean is being shady and is only causing me more stress. Royal Caribbean held our cruise credit from March that was supposed to go towards a cruise in July. They had us put a deposit down on the new cruise which has now been cancelled but purposely held the credit so they would not have to honor the refund or 125% credit. We called today and after 4.5 hours of waiting we spoke with ***, a resolution supervisor who spoke to us like we were dumb, told us we needed to call a different number tomorrow which was the same number we called today. She had the nerve to argue with me about what number I called. I asked to speak with someone else and she said to hold on but then hung up. She should not work in customer service. I hope they decide to do the right thing because I don't plan on giving up.

This company will fold after all this based on their customer loyalty and all the bait and switch. We tried to book another cruise. They convinced my husband to put another deposit down and the credit would come soon to offset it but what they never said was the credit would only go toward anything after the deposit which is what we learned when calling the "next" number to apply the credit. Had we known that we never would have rebooked. They are crooks. And now we have a deposit that has to be paid in full too as we asked for a full refund so we owe them more money or we lose our $1k. Painful.