Royal Caribbean Cruise Lines BBB Review January 16, 2018

Royal Caribbean Cruise Lines BBB Review January 16, 2018
Royal Caribbean Cruise Lines BBB Review January 16, 2018

Passenger Complaint: Royal Caribbean Cruise Lines BBB Review January 16, 2018 –  “Written to the CEO: Mr ****, I am writing to you to inform you of the immense disappointment I have in your cruise line. My sister, myself and my best friend were scheduled to take a 7 night Caribbean cruise with your line in October of 2016 to celebrate my 50th birthday. Two weeks prior to the cruise my sister fell very ill and we found it necessary to cancel our cruise. We did have travel insurance through AON and felt we had no need to worry about refunds or credits. Within 8 weeks on December 29th 2016 my sister sadly passed away, she was diagnosed with stage 4 lung cancer (she did not smoke) and the cancer had spread to most areas of her body and brain. Again she passed very quickly. After a few months had passed and I was able to deal with the situation I submitted the claim to AON. I submitted a letter from her Dr stating she was unable to travel due to the cancer, her Death Certificate and the claim forms. Our claim was denied because I could not supply a signature from her physician on the physician certification form because my sister had passed and due to HIPAA laws her Dr refuses to release any further medical information, however felt that the letter he has previously supplied should suffice as it is on Company letterhead and signed by him. Our only choice was to accept the 75% cruise credit offered by Royal Caribbean, which we graciously did. I contacted RCCI customer cancellation department and requested to have my sisters credit moved to my name as I am her surviving beneficiary. They stated that in order to do this I would need to have a certified letter from the executor of the estate, and here is where the problem comes in. My sister died with very little property left, due to this and following California probate laws if the deceased has less then 150,000.00 in real property no probate of estate is needed. My sister passed with less then 30,000.00 in real property so again, there is no probate and no estate, wich means there is no executor of the estate. Mr ****, I have been denied access to speak to managers each time I have contacted your customer service department, and although I cannot say that your team was “rude”, they were cold and uncaring, and were repeating the same script to me over and over. The frustration I feel over this treatment is more then I can explain to you at this time. I am a professional and absolutely understand there are policies placed in order for a purpose, however there are always at some point a need to have an exception due to unusual circumstances. I have reminded your team again and again that I have sent the physicians letter, as well as the Death Certificate that shows me as her surviving beneficiary. They also stated that I could have a notarized letter completed by the legal department handling her estate, again refusing to listen and understand that there is no estate. I asked if I could submit a letter, notarized confirming that I am her beneficiary, however I feel that even this again will be denied. These complaints I share with you are not unusual, as the web is riddled with the same denials from AON and RCCI, I know I am not the only person this has happened to. We were hoping to book our cruise for a wonderful 7 night Western Caribbean cruise at the end of May however this entire ordeal has left a very bitter taste in my mouth and I am not sure I would be able to enjoy myself. The loss of my sister has been very tragic for me, a loss I continue to mourn daily. Mr ****, I truly do not expect you to read or respond to this letter, I doubt it will ever make it to your desk, however on the off chance that it does I just really needed to feel that I made a valid effort to voice my disappointment to you, and speak on behalf of any other cruisers who may have come across the same obstacle as I have. Not all matters are created equally, especially matters of sickness and death.”

Royal Caribbean Cruise Lines Response: None