Royal Caribbean Cruise Lines BBB Review April 19, 2018

Royal Caribbean Cruise Lines BBB Review April 19, 2018
Royal Caribbean Cruise Lines BBB Review April 19, 2018

Passenger Complaint: Royal Caribbean Cruise Lines BBB Review April 19, 2018 – “Arriving at Royal Caribbean’s Allure of the Seas port terminal April 1, 2018 we dropped off three pieces of tagged luggage to the ships luggage handlers, watched them put all three pieces onto one of their carts and went to check in. It was the last we saw of my wife and daughter’s single piece of luggage. The other two pieces arrived safely. Reported concerns of the missing piece before and after dinner the first night. We were told not to worry it will show up. From this point the ship’s staff handled the situation terribly, and our vacation was substantially degraded which affected all three of us. We wasted cruise hours dealing with Guest Services and filling out paperwork for reimbursement of what was lost. We were told the onboard stores had clothing we could buy, REALLY? Already spent a lot on clothing that was in the lost bag. We saved all year to go on this vacation, there’s no money left to replace clothing already purchased. At no time did the Guest Services staff ask us what we needed. At no time did Guest Services show any appreciation for the fact that my wife and daughter had NO CLOTHING WHICH INCLUDED UNDERWEAR for the week. Royal Caribbean displayed no accountability for the loss even though it was in their possession at the time. After several complaints to multiple departments and days later, their only attempt at reconciliation was $300; stated as an onboard “INCONVENIENCE” credit. This was insufficient since our stateroom alone was $3988, plus the roughly $50 a day for tips which are AUTOMATICALLY added as an additional cost to us. The on board credit was effectively an insult. This experience was incomprehensible and we are very disappointed in learning how Royal Caribbean treats passengers who have sailed on nearly all their ships beginning with the Song of Norway in 1980.”

Royal Caribbean Cruise Lines Response:

“I am sorry that your luggage was lost and that this created hassle for you onboard ship. Our records show that you spoke with a member of our leadership in the Executive Office today, and they were able to resolve your concerns. We greatly value your business and hope that we can enjoy many more cruises with your family onboard our ships.”