RC
Royal Caribbean International
Unclaimed Business
RC
Royal Caribbean International
Unclaimed Business
1 Reviews (last 12 months)
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1|1 Reviews
Jul '25 - Jun '26
Recent reviews (1)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperienceA
Anonymous
1 reviews | Active since Jan 2020
8 May 2026, 17:07
Cancellation Wasn’t the Problem — The Customer Service Was
My wife and I booked a cruise from Sydney around New Zealand to celebrate our wedding anniversary. The cruise was scheduled to depart on 27 January 2026. Late on the evening of 24 January, we received an email advising that the cruise had been cancelled due to engine problems. While we completely understand that technical issues can happen, the service we received afterwards was extremely disappointing. We had originally paid for the cruise from a bank account that was closed shortly afterwards. On 25 January, we immediately contacted Royal Caribbean customer service to explain the situation. After a very long wait, we eventually spoke to an agent who advised us that the refund first had to be processed back to the original account. Once the bank rejected the payment, Royal Caribbean would contact us to arrange an alternative refund method. Unfortunately, this process turned into a nightmare. After six very long phone calls and more than three months of waiting, we finally received our refund. As this trip was for our anniversary, we decided to salvage our holiday by flying to Hamilton Island for a shorter break instead. In Royal Caribbean’s cancellation email, we were advised that, in addition to the refund, we could claim up to: • $400 per person for flights • $400 for hotel accommodation (2 nights at $200 per night) • $100 per person for incidentals • A 25% Future Cruise Credit (FCC) valid for one year Originally, we had booked one night at an airport hotel before departure, but after the cancellation we extended this to two nights. Because the additional night was not immediately connected to the cancelled cruise dates, Royal Caribbean refused to reimburse the extra night’s accommodation. As we are from South Africa, we also lost approximately $600 due to exchange rate fluctuations caused by the strengthening of our currency during the refund delay. We attempted to claim this under incidentals, but this was also declined. In addition, we had already paid around $600 for New Zealand visas, which became completely unusable after the cancellation. This claim was also rejected. Our son emigrated to Australia in April 2025, and visiting him was the main reason for our trip to Australia. The cruise was intended as a special anniversary addition to the holiday. Our son will be visiting us in South Africa for five weeks in October 2026, so we do not plan to return to Australia until January or February 2027. We therefore asked Royal Caribbean if they could extend the validity of the Future Cruise Credit so that we could still do the New Zealand cruise in early 2027. Since it is extremely expensive for us to fly to the US, Europe, or Australia solely to use the credit within one year, we felt this was a reasonable request. Unfortunately, this too was denied, despite costing the company virtually nothing. Some people may feel we are being overly critical, but after the delays, poor communication, and lack of flexibility, we believe Royal Caribbean could have shown more goodwill and met us halfway on at least some of our requests. Although we have enjoyed cruising with them in the past, this experience has left us questioning whether we will choose Royal Caribbean again in the future.
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Anonymous
1 reviews | Active since Jan 2020
8 May 2026, 17:07
Cancellation Wasn’t the Problem — The Customer Service Was
My wife and I booked a cruise from Sydney around New Zealand to celebrate our wedding anniversary. The cruise was scheduled to depart on 27 January 2026. Late on the evening of 24 January, we received an email advising that the cruise had been cancelled due to engine problems. While we completely understand that technical issues can happen, the service we received afterwards was extremely disappointing. We had originally paid for the cruise from a bank account that was closed shortly afterwards. On 25 January, we immediately contacted Royal Caribbean customer service to explain the situation. After a very long wait, we eventually spoke to an agent who advised us that the refund first had to be processed back to the original account. Once the bank rejected the payment, Royal Caribbean would contact us to arrange an alternative refund method. Unfortunately, this process turned into a nightmare. After six very long phone calls and more than three months of waiting, we finally received our refund. As this trip was for our anniversary, we decided to salvage our holiday by flying to Hamilton Island for a shorter break instead. In Royal Caribbean’s cancellation email, we were advised that, in addition to the refund, we could claim up to: • $400 per person for flights • $400 for hotel accommodation (2 nights at $200 per night) • $100 per person for incidentals • A 25% Future Cruise Credit (FCC) valid for one year Originally, we had booked one night at an airport hotel before departure, but after the cancellation we extended this to two nights. Because the additional night was not immediately connected to the cancelled cruise dates, Royal Caribbean refused to reimburse the extra night’s accommodation. As we are from South Africa, we also lost approximately $600 due to exchange rate fluctuations caused by the strengthening of our currency during the refund delay. We attempted to claim this under incidentals, but this was also declined. In addition, we had already paid around $600 for New Zealand visas, which became completely unusable after the cancellation. This claim was also rejected. Our son emigrated to Australia in April 2025, and visiting him was the main reason for our trip to Australia. The cruise was intended as a special anniversary addition to the holiday. Our son will be visiting us in South Africa for five weeks in October 2026, so we do not plan to return to Australia until January or February 2027. We therefore asked Royal Caribbean if they could extend the validity of the Future Cruise Credit so that we could still do the New Zealand cruise in early 2027. Since it is extremely expensive for us to fly to the US, Europe, or Australia solely to use the credit within one year, we felt this was a reasonable request. Unfortunately, this too was denied, despite costing the company virtually nothing. Some people may feel we are being overly critical, but after the delays, poor communication, and lack of flexibility, we believe Royal Caribbean could have shown more goodwill and met us halfway on at least some of our requests. Although we have enjoyed cruising with them in the past, this experience has left us questioning whether we will choose Royal Caribbean again in the future.
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Anonymous
1 reviews | Active since Jan 2020
5 Oct 2022, 11:02
Zero Customer Service Concern from Royal Caribbean Cruise Line
My husband and I are hard working professionals who reside in South Africa. We, along with my parents and my Brother and his family had planned our trip and cruise with RCCL for more than a year, and what was meant to be the trip of a lifetime ended in the biggest disappointment we have experienced as a family to date. Following the disappointment of not being able to conclude our trip, we have been shocked to discover the complete disregard/non-existence of RCCL customer care. I get the distinct impression that any customer complaint or concern is ignored at all costs, with multiple policies set in place to make it as hard as possible to receive a direct ‘black and white’ response. A customer care e-mail address is not even available on your website. RCCL benefited from our statement room, which passengers were able to upgrade to, due to my families absence on board. I have unfortunately needed to escalate my complaint, as there has yet to be anyone from Royal Caribbeans’ customer service to even address my concerns. I will try to be as succinct as possible (I have also included my original e-mail and correspondence below). I can highlight my main concerns into three areas: - First and foremost would be the issue of safety and the fact that RCCL sailed with my husband’s luggage, without him boarding the ship. It is my understanding that American ports pose a significant risk for ********* attacks and is a constant concern for International Maritime Security. No flight anywhere in the world, would be allowed to take off, if they had luggage in the hold of a passenger who did not board. I struggle to understand why this is not the same for cruise lines. In addition, to the obvious security risks posed through RCCL’s baggage handling policy, there is a complete lack of support available to customers when issues with baggage arise, and RCCL staff is not forthcoming and helpful. It is obvious that their purpose is to deflect liability. In our case this is very apparent as the form that was given to my husband to complete was titled ‘Denied Luggage’, the luggage was never denied, RCCL personnel took his luggage and then could not locate it onboard. This was queried - we asked why the form was not called a “Lost Luggage” form and the response was that this was the only form available for lost luggage. - I realise that American and Canadian citizen’s make up the bulk of your guests on such cruises. There are however a few of us outside of the USA and Canada who would really love to experience these beautiful parts of the world. In order for me to be able to make an appointment for my American VISA (as the system is backlogged until February 2023), I had to incur additional costs to a third party company, who could secure an appointment date for me, as a result of a cancellation. Due to COVID 19, Canada is far behind on even their own estimations of how long a VISA will take to process. I applied for my Canadian VISA online on 06/07/2022, and completed my biometrics on 27/07/2022. I have still not received my VISA, Canada has not even started reviewing my eligibility. It is clear form these dates that I was not negligent in my application for Visa’s, applying well within the recommended timeframes. Apart from the huge disappointment, the financial loss is extensive, and it is clear that my family and I have been prejudiced through the visa authorities inability to cope with their own workload, as well as RCCL’s inability to properly address this issue - which is completely out of our control. I feel that there needs to be concessions made for such circumstances. I have the barcoded sticker in my passport proving that I completed my biometrics (see attached). I offered to remain on the boat, I offered to disembark before arriving in Victoria and ending my journey earlier, yet none of the RCCL staff showed any concern at my predicament. If a passenger tests positive for COVID 19 prior to boarding, they are offered a full refund or cruise credit, why is there not a similar policy for VISA’S being delayed due to COVID 19, where it is clearly demonstrated that there have been excessive delays on the part of the visa authority? - This whole experience has been incredibly traumatic, we had all been looking forward to this trip for over a year. It was devastating watching my children’s despair as they had to choose between the cruise of a lifetime or staying with me, their Mom. They were meant to spend time with family which they had not seen in years, meet their new cousin and celebrate their grandfather’s 70th on the Ovation of the Seas. My parents and my brother and his family made the most of their time onboard your ship, for this I will be forever grateful, I only wish that we could have celebrated with them.
Helpful (0)
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Anonymous
1 reviews | Active since Jan 2020
5 Oct 2022, 11:02
Zero Customer Service Concern from Royal Caribbean Cruise Line
My husband and I are hard working professionals who reside in South Africa. We, along with my parents and my Brother and his family had planned our trip and cruise with RCCL for more than a year, and what was meant to be the trip of a lifetime ended in the biggest disappointment we have experienced as a family to date. Following the disappointment of not being able to conclude our trip, we have been shocked to discover the complete disregard/non-existence of RCCL customer care. I get the distinct impression that any customer complaint or concern is ignored at all costs, with multiple policies set in place to make it as hard as possible to receive a direct ‘black and white’ response. A customer care e-mail address is not even available on your website. RCCL benefited from our statement room, which passengers were able to upgrade to, due to my families absence on board. I have unfortunately needed to escalate my complaint, as there has yet to be anyone from Royal Caribbeans’ customer service to even address my concerns. I will try to be as succinct as possible (I have also included my original e-mail and correspondence below). I can highlight my main concerns into three areas: - First and foremost would be the issue of safety and the fact that RCCL sailed with my husband’s luggage, without him boarding the ship. It is my understanding that American ports pose a significant risk for ********* attacks and is a constant concern for International Maritime Security. No flight anywhere in the world, would be allowed to take off, if they had luggage in the hold of a passenger who did not board. I struggle to understand why this is not the same for cruise lines. In addition, to the obvious security risks posed through RCCL’s baggage handling policy, there is a complete lack of support available to customers when issues with baggage arise, and RCCL staff is not forthcoming and helpful. It is obvious that their purpose is to deflect liability. In our case this is very apparent as the form that was given to my husband to complete was titled ‘Denied Luggage’, the luggage was never denied, RCCL personnel took his luggage and then could not locate it onboard. This was queried - we asked why the form was not called a “Lost Luggage” form and the response was that this was the only form available for lost luggage. - I realise that American and Canadian citizen’s make up the bulk of your guests on such cruises. There are however a few of us outside of the USA and Canada who would really love to experience these beautiful parts of the world. In order for me to be able to make an appointment for my American VISA (as the system is backlogged until February 2023), I had to incur additional costs to a third party company, who could secure an appointment date for me, as a result of a cancellation. Due to COVID 19, Canada is far behind on even their own estimations of how long a VISA will take to process. I applied for my Canadian VISA online on 06/07/2022, and completed my biometrics on 27/07/2022. I have still not received my VISA, Canada has not even started reviewing my eligibility. It is clear form these dates that I was not negligent in my application for Visa’s, applying well within the recommended timeframes. Apart from the huge disappointment, the financial loss is extensive, and it is clear that my family and I have been prejudiced through the visa authorities inability to cope with their own workload, as well as RCCL’s inability to properly address this issue - which is completely out of our control. I feel that there needs to be concessions made for such circumstances. I have the barcoded sticker in my passport proving that I completed my biometrics (see attached). I offered to remain on the boat, I offered to disembark before arriving in Victoria and ending my journey earlier, yet none of the RCCL staff showed any concern at my predicament. If a passenger tests positive for COVID 19 prior to boarding, they are offered a full refund or cruise credit, why is there not a similar policy for VISA’S being delayed due to COVID 19, where it is clearly demonstrated that there have been excessive delays on the part of the visa authority? - This whole experience has been incredibly traumatic, we had all been looking forward to this trip for over a year. It was devastating watching my children’s despair as they had to choose between the cruise of a lifetime or staying with me, their Mom. They were meant to spend time with family which they had not seen in years, meet their new cousin and celebrate their grandfather’s 70th on the Ovation of the Seas. My parents and my brother and his family made the most of their time onboard your ship, for this I will be forever grateful, I only wish that we could have celebrated with them.
0
Replies (0)A
Anonymous
1 reviews | Active since Jan 2020
1 Apr 2015, 11:19
Overpricing of cruise for UK customers
I recently booked a cruise from Miami to Bahamas in August 2015. When I enter the company website it automatically takes me to the UK site and all prices are charged in GBP.<br> I selected my cruise which totalled GBP762.02 and paid the deposit of GBP150.00. However, subsequently my friend has checked the US site in South Africa and the price of the cruise is $762.02.<br> This therefore means that should I have paid in US $ I would have saved GB248 but the website would not allow me to pay in another currency.<br> I contacted the call centre only to be told that there is nothing they can due because that's their pricing based on markets/economies and location of customers. So in other words, because the GBP is stronger, they charge UK customers more.<br> I find this extremely discriminating towards UK customers because we have to now pay more for a cruise because our exchange rate is stronger. <br> I am absolutely shell shocked that the company will not entertain any complaints and merely tell me that I have now lost ?248 because of their inadequate pricing policies.<br> <br> How can GBP value and US $ be exactly the same?????
Helpful (0)
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Anonymous
1 reviews | Active since Jan 2020
1 Apr 2015, 11:19
Overpricing of cruise for UK customers
I recently booked a cruise from Miami to Bahamas in August 2015. When I enter the company website it automatically takes me to the UK site and all prices are charged in GBP.<br> I selected my cruise which totalled GBP762.02 and paid the deposit of GBP150.00. However, subsequently my friend has checked the US site in South Africa and the price of the cruise is $762.02.<br> This therefore means that should I have paid in US $ I would have saved GB248 but the website would not allow me to pay in another currency.<br> I contacted the call centre only to be told that there is nothing they can due because that's their pricing based on markets/economies and location of customers. So in other words, because the GBP is stronger, they charge UK customers more.<br> I find this extremely discriminating towards UK customers because we have to now pay more for a cruise because our exchange rate is stronger. <br> I am absolutely shell shocked that the company will not entertain any complaints and merely tell me that I have now lost ?248 because of their inadequate pricing policies.<br> <br> How can GBP value and US $ be exactly the same?????
0
Replies (0)