Royal Caribbean Card issues threatened with arrest

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#21
Newark, DE
87 Posts
Joined May 2015
Originally posted by lax18stx
I kept getting stonewalled by "its against policy" all they had to do was type in the number and it would of been resolved

Really???
So the poor RCCL employee should risk their job by disregarding "policy" because YOU neglected to notify your bank that you would be out of the country?
Talk about selfish and entitled.
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Alison
#22
Northern California
3,129 Posts
Joined Sep 2006
Originally posted by lax18stx
Am I the only one that thinks the threat of arrest is extreme and uncalled for?
No, you're not the only one. I think it's extreme, uncalled for, and ridiculous.
#24
San Diego County
2,408 Posts
Joined Sep 2009
Originally posted by lax18stx
The card had my name on it I had pictures of both sides and discover on the phone saying it was my card.
Surely you aware how easy it is to 'dummy' photos! I wouldn't accept a picture of a credit card on your phone either, or some unknown person on your phone saying 'yes it's his card'. Sorry your vacation was ruined, but you made 2 mistakes - not notifying your credit card company of your upcoming travel and not carrying a 2nd credit card (which had also been properly notified of travel plans) as backup. Yes, we can agree that the threat of arrest was a little extreme, but then we don't know how the conversation went that led up to that threat.

We saw a whole family arrested (actually we saw them being escorted off the ship with all their luggage, with police waiting at the end of the gangway) over a credit card This family had used a credit card to charge multiple purchases at the Art Auctions. When the card was run it had been reported as stolen. A little different from your situation, but they do take credit card issues very seriously.
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Cruising since 1977.
#25
Newark, DE
87 Posts
Joined May 2015
Originally posted by Kartgv
Surely you aware how easy it is to 'dummy' photos! I wouldn't accept a picture of a credit card on your phone either, or some unknown person on your phone saying 'yes it's his card'. Sorry your vacation was ruined, but you made 2 mistakes - not notifying your credit card company of your upcoming travel and not carrying a 2nd credit card (which had also been properly notified of travel plans) as backup. Yes, we can agree that the threat of arrest was a little extreme, but then we don't know how the conversation went that led up to that threat.

We saw a whole family arrested (actually we saw them being escorted off the ship with all their luggage, with police waiting at the end of the gangway) over a credit card This family had used a credit card to charge multiple purchases at the Art Auctions. When the card was run it had been reported as stolen. A little different from your situation, but they do take credit card issues very seriously.

As they should! I worked for a bank and Credit Card fraud is a very serious issue, which you would think the OP would understand.
I for one am glad that RCCL is so careful.
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Alison
#26
OH
74 Posts
Joined Mar 2017
Originally posted by lax18stx
Alison they could of easily called Miami and dealt with it .... the "Poor RCCL" employee was obviously wrong
No, it's not their responsibility to call and get it resolved--that's your responsibility. The employee was not wrong. I wouldn't take a photo of a cc either.
#27
551 Posts
Joined Aug 2012
OP: You MUST know that a photo copy and a picture of a credit card is suspicious all on it's own. You can't think that was sufficient and would be accepted. And, like most other posters have said, it is POLICY and a POOR (these people do NOT get paid a lot!), employee is not going to lose his/her job on your say so.
Yes, we ALL know how hindsight is 20/20. But notifying your CC beforehand, especially if you are out of the country, is essential. Sadly, it's a live and learn experience. And your WHOLE vacation was ruined because you couldn't get drunk? Because food and most non-alcoholic drinks are included in the price of the cruise. You had cash, I presume. You could buy trinkets and souvenirs with cash for friends/family, etc.
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#29
1,061 Posts
Joined Sep 2008
Manually entered credit card may result in a higher fee and reduced merchant protection from fraud.

Your first credit card was declined for possible fraud. In what world would you expect acceptance of an image on the phone.

You needed to contact your bank on the spot. Try online chat. Ask if cruise line will let you use their phone. Pay to use your phone.

That doesn't work see if you could apply for a rcl card on the ship. Contact your high limit card. See if they would be willing to contact the cruise line and arrange payment. See if there is a way to express a physical card to a port.
#30
28 Posts
Joined Nov 2013
well I obviously learned a lesson.... my bad for thinking I couldn't use my digital wallet like everywhere else with a ship that has so much technology on board
#31
Toronto, Canada
3,608 Posts
Joined May 2006
Originally posted by lax18stx
well I don't understand why they would not accept it then but were willing to accept it as soon as I called
Because you called and identified yourself to the bank. Presumably they then talked with the merchant rep and provided an authorization. That authorization was the assurance that the merchant needed.

Being threatened with arrest is scary for most people. RCI tends to do so whenever there is a problem settling an account. Not the nicest approach to this part of customer service. But I wouldn't rate RCI anywhere near the top of a list of companies with good customer service. So the threat is not unexpected.
#33
Henderson, Nevada
140 Posts
Joined May 2012
Lax - you are not wrong for thinking that threatening you with arrest is extreme. Rc absolutely mishandled a very minor issue. There is no excuse as far as the threats go. As I said, I had the same issue on ncl and they called right from the ship for me and the hold was lifted in less than a minute. It's called customer service and threatening a customer with arrest over something that happens all the time and is a clear misunderstanding is absurd. Yes, lax could have called in advance but it was an oversight. Rc could have handled it a million other ways that would have been better than threatening a customer with arrest. I doubt any of the posters here would think it was okay if they or their family was being threatened with arrest.


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#34
28 Posts
Joined Nov 2013
its paid done and over I was just pointing out the horrible customer service and lack of willingness to deal with a. customer trying to pay and continue to make purchases ... I dropped over 7 grand in the first couple days you would think they would want me to continue to spend money
#35
551 Posts
Joined Aug 2012
Originally posted by lax18stx
well I don't understand why they would not accept it then but were willing to accept it as soon as I called
Read all of the replies. FIRST, it is RC POLICY. And employees are NOT going to risk their job.

They may not have been able to get REAL TIME authorization FROM the ship.

The due diligence is on the person who answered the phone at the 800# when you called and paid via phone.
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#37
723 Posts
Joined May 2016
well the policy makes no sense they had no problem accepting that card over the phone when I paid for the cruise
The difference, as I said before, and you ignored, could easily have been REAL-TIME authorization.
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#39
Delaware
1,161 Posts
Joined Mar 2011
I can well understand why someone new to travel may not have known of the repercussions of not notifying their credit card company before international travel. It can be harder for those of us well accustomed to travel to forget that what we now know isn't what we knew years ago. Also, when I first started cruising I'm pretty sure I only had one credit card. And credit card fraud wasn't the huge international problem it is today.

I can readily understand how this may have happened. I even understand how when told your card was denied you may have reacted strongly and inadvertently triggered a negative response from customer service.
Unfortunately you learned an important travel tip the hard way. If you really enjoy travel please put this in the Lessons Learned category, and move forward. Thank you for sharing - you may have helped someone else from making the same mistake.
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#40
Georgia
8,671 Posts
Joined Jun 2004
A photo of a credit card is not a digital wallet. When you pay with a digital wallet your device transmits transaction codes via NFC to a receiving point of sale device. The transaction is accepted because the device that you're using is offering trusted certificates of its own and is certifying that you have entered the proper credentials for the encrypted identity that you're device is affirming. Digital wallets transactions are only accepted at point of sale devices that are designed and configured to accept digital wallet transactions. I'm not aware of any cruise lines that are currently offering digital wallet transactions support.

This message may have been entered using voice recognition. Please excuse any typos.
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