My wife and I just got back from our anniversary cruise with Royal Caribbean on Majesty of the Sea. This was our first trip with them and most definately our last. We were supposed to leave out of Miami on 4/26/10, but due to thunderstorms over Miami we had two cancelled flights and about a four hour delay on our last flight. We knew at the time of the delayed flight that we were going to miss our ship. I had to scramble to find a flight and hotel in Nassau. This is a complicated process in the airport with just a cell phone. This is the point where my disgust with RCCL began.
I contacted a representative of RCCL and told them my situation. I was told that there was nothing they could do execpt notify the ship that we may be boarding in Nassau. The trip was paid well in advance and I would have been out of $1200 if we were unable to make the cruise. Its hard to muster the thought that RCCL had no concerns or help a paying customer in a time of need. Well we made it to the ship in Nassau, and had more trouble with guest relations pertaining to all necessary doucments needed on board. There were several other guest that had missed their flight and ended up in Nassau. Before we boarded the ship, the other guests all recieved envelopes but there was not one for my wife and I.
Later we found out the envelope would contain the nessary information on how to deal with US Imigration in Key West since we missed them in Miami. There were also several small issuse dealing with paper work not being delivered to our state room on deck 8. Guest Relations keep blaming this on the state room attendents, my thought was, who was suppose to give the attendent the paper work anyway! When we arrived in Key West and waited in a long line on deck 3 to get onto the island, my wife thougth she heard them call our name to go to guest relations. Because I did not want to lose our place in the long line, I went up to guest relations to inquire.
When I approached guest services, the line was extremely long so I asked nearby crew member if our name was called. He didn't know and told me to wait in the guest services line. Thinking our name was not called (why would it be) I proceded to find my wife still waiting in line. About 15 minutes later, we tried to exit the ship. We were then pulled to the side when entering our seapass card and were escorted to immigration, just to be told that we could have been in really big trouble for trying to exit the ship. My wife,in tears, he then looked at our passports, told us we are ok to exit but to get in the next line for non-US citizens, that took us another 20 minutes to go through.
Shooken up we made a day on the island. Upon reboarding the ship from Key West, we asked to speak to a guest relations manager. One was not available and we were told they would call us in our room. We have not heard from them yet! Then, on departure morning, we received a statement of charges to our seapass card. It told us to visit guest relations to settle our account, even though we had signed up online to link our seapass to our credit card, just like most people do.
Later we found out that guest relations should have asked to see our credit card upon boarding to execute that process. Upon returing home, we called a customer service supervisor that seemed unconcerned and proceded to tell us that most individuals are happy with a simple apology.
Each of these items in itself seems miniscule, but Royal Caribbean did not show proper customer service in any of these situations, which added up to be one big dissapointment in the company. If it were not for the friendliness and professionalism of the wait staff, security, and shore excursion staff, this trip would have been a complete waste of money. What if someone was unable to pay or find a flight and hotel to board to ship at the next port of call, would RC have any more concern or help since they already had their money in hand? I doubt it!
We did learn two valuable lessons. One, fly to your departure city the day before. Two, don't depend on RCCL to assist you in any way if trouble arrises!
't have travel insurance either!