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.