RC Complaints - Back to Back problems

Hey Guys

Does anyone know where to direct complaints to regarding sailings?

Recently got of the Oasis and had a terrible experience trying to get through the terminal on Back to Back day which resulted in very much a ruined day and being held captive until someone could find out I hadn't printed the In transit card my self!

I spoke to guest services on the ship but they didn't really care and wouldn't accept the fact we had been misinformed at the back to back meeting.

We Weren't the only ones experiencing problems and I want to get this issue raised to the right people at RC.

Just wondering if anyone knows the best address email or postal to send it too?

Thanks

Zjc

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People have used Adam Goldstein's email address for complaints: agoldstein@rccl.com.

Corporate Guest Relations is also an option: (800) 256-6649.

Write a letter:

Corporate Guest Relations

1050 Caribbean Way

Miami, Fl 33132

Hey Guys

 

Does anyone know where to direct complaints to regarding sailings?

 

Recently got of the Oasis and had a terrible experience trying to get through the terminal on Back to Back day which resulted in very much a ruined day and being held captive until someone could find out I hadn't printed the In transit card my self!

 

I spoke to guest services on the ship but they didn't really care and wouldn't accept the fact we had been misinformed at the back to back meeting.

 

We Weren't the only ones experiencing problems and I want to get this issue raised to the right people at RC.

 

Just wondering if anyone knows the best address email or postal to send it too?

 

Thanks

Zjc

 

 

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A few more details of the problem you had would be helpful....

A few more details of the problem you had would be helpful....

Not sure why they have to tell everyone what their problems were:confused::confused:

They just needed an email address, or snail mail address to send it to.

What may have been a HUGE problem for the OP, may not seem like a huge issue to others. This is where posts get ugly.

Not sure why they have to tell everyone what their problems were:confused::confused:

They just needed an email address, or snail mail address to send it to.

What may have been a HUGE problem for the OP, may not seem like a huge issue to others. This is where posts get ugly.

I would like to know, as we have an upcoming B2B booked. If I can alleviate what went wrong it might not ruin our day as it did theirs.

I would like to know, as we have an upcoming B2B booked. If I can alleviate what they did wrong it might not ruin our day as it did theirs.

Apparently you did read the original post completely as the person already disclosed what the problem was by having stated "as being held captive until someone could find out I hadn't printed the In transit card my self!"

If the 2 cruises are properly linked as a B2B than there will also be a an "Intransit Document" that has to be printed when completing the on-line check in for both cruises.

If the 2 cruises are properly linked as a B2B than there will also be a an "Intransit Document" that has to be printed when completing the on-line check in for both cruises.

This is the answer I was looking for. Yes I did read their post entirely but your answer explains how they got trapped. Exactly what we do not want to happen.

Thank-you for the explanation.:)

We, too, are very interested in the problems experienced by the OP as we are on a B2B on Oasis in a months time.

Have not seen any intransit document on our online check in, so will now investigate this as dont want to waste hours on turn around day.

Apparently you did read the original post completely as the person already disclosed what the problem was by having stated "as being held captive until someone could find out I hadn't printed the In transit card my self!"

 

If the 2 cruises are properly linked as a B2B than there will also be a an "Intransit Document" that has to be printed when completing the on-line check in for both cruises.

Thanks for the explanation. I had no idea what the OP's problem was either. Having never done a B2B, it's good to know for future reference.

If the 2 cruises are properly linked as a B2B than there will also be a an "Intransit Document" that has to be printed when completing the on-line check in for both cruises.

Hmm. We have been on 2 B2B's and have never encountered this. The "In Transit" card was provided to us onboard ship both times.

You can link the two reservations online by choosing "Consecutive cruiser" for the Departure part of the first leg, and then again choose "Consecutive cruiser" for the Arrival part of the second leg.

Just did a b2b on NOS in March and going again next week. We received an "in transit" card at our b2b meeting. I have not seen an "in transit" area to print when I did the Set Sail passes for the next b2b cruises. Anyone know where to find this?

Just did a b2b on NOS in March and going again next week. We received an "in transit" card at our b2b meeting. I have not seen an "in transit" area to print when I did the Set Sail passes for the next b2b cruises. Anyone know where to find this?

Not exactly sure what you mean. We've not received an "in transit" card for every B2B. We've only gotten one for the cruises out of San Juan. In that case, the "in transit" card was supplied by one of the Guest Services people who were guiding us off the ship. Royal's website had nothing to print with regard to the B2B process.

Hmm. The OP apparently was advised he should have printed this himself.

Hmm. The OP apparently was advised he should have printed this himself.

I suppose procedures on different ships might not be the same as we experienced. In our case, the "in transit" card was taken from us when we boarded, i.e., they wanted to make sure no one had one that should not have had one. That does not seem consistent with guests being allowed to print them.

Interested to hear what exactly "held captive" was and how long the delay was. 15 minutes, 1/2 an hour, 2 hours... Were they coming back onto the ship, leaving the ship, did they get into the wrong line? Were they caught in the flow of 10,000 people that were moving on and off of the Oasis?

I always find my best adventures are when something does not go according to plan. I go expecting that I am going to have a great time, and I usually do. When something goes wrong, and yes "sh-t" occassionally happens, I let it roll of my back and carry on. Life is to short to make everyone elses life miserable just because you had an oops.

I will post an explain what happens when I get chance have only recently got back and trying to catch up just wanted an email or address that will get results

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There are some really rude people on these boards who seem to love to jump on posters at the least provocation. Wonder why? It only makes new people hesitant to participate. On the flip side, there are some really helpful, nice posters.

I will post an explain what happens when I get chance have only recently got back and trying to catch up just wanted an email or address that will get results

 

 

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http://www.royalcaribbean.com/customersupport/faq/details.do?pagename=frequently_asked_questions&pnav=5&pnav=2&faqType=faq&faqSubjectId=379&faqSubjectName=Post+Cruise&faqId=3483

http://www.royalcaribbean.com/customersupport/contactUs.do?cS=NAVBAR&pnav=5&snav=1

The smoothness or total frustration of the B-2-B process is totally up to the personnel on the ship.

YES! The people in the Terminal on Shore have a major part to play as to the Homeland Security people.

But...

We have been on B-2-B's where a Ship's Officer walked our entire group through the process and it took less than 10 minutes from the time we walked off the ship until we walked back on to the ship.

And...

We have also been on B-2-B's where we were dumped off the ship and left to fend for ourselves and it took over 2 hours to get back on.

To the OP: I fear that complaining now would be a waste of time and effort. The people to complain to were the Captain and the Hotel Director on the Ship.

But...

Nothing ventured, nothing gained.

Send in a positively written letter or email complaining about what happened.

Guys

A bit about the story

Received no information on the ship about being B2B and I only knew about the meeting through you guys on here so had to go ask when the meeting was.

At the meeting we were told if we wanted to get off and explore Fort Lauderdale to be off the ship for 10am which is fair enough and to show an In Transit card which we were given. We were told we would not need to queue in any queues simply walk off the ship and out the terminal.

I asked 3 different staff members on the ship if I needed to clear US Customs to which I was told no just show my pass and someone will guide me out of the terminal building no forms needed just passports.

We went down at 08.30am to disembark for the day to be told we couldn't skip to the front of the queue for disembarkation. Fair enough so we joined a queue which stretched the entire ship and waited 1 hour 30 to get off into the terminal! I was surprised as the week after when I got off we just walked off with no queues at all!

When we got into the terminal we were stuck in another queue where I asked 4 members of staff who said they had never seen an in transit card again. By this time it was 10.30am and I finally found someone who understood the process.

They sent us downstairs where another officer asked us to step to one side when I showed the in transit cards as they said I shouldn't be leaving the ship. We waited for 40 minutes before they agreed we were permitted to enter another queue.

I had my suspicions that we would have to clear us customs and we did! But we didn't have any forms and they didn't have any in the port either! So back out of the queue again till someone could source some forms.

Finally got forms and entered the customs queue which we finally got out of at 11.40 after customs had to call someone over to ask what an in transit card was.

We were told to be back on the ship for 3pm and planned to go to saw grass which was off the cards now.

Went straight to re board the ship only to be denied re boarding with our new sea pass cards as we didn't have a set sail pass. Another 30 minutes passed before they agreed we were on the manifest for the second week and we were allowed to board!

If I knew this was going to happen I would have remained on the ship and be walked off by the staff but I didn't want to waste a day sat on the ship!

I did complain to guest service manager on board but all he offered was chocolate covered strawberries which never arrived in the cabin!

Very much a wasted day which caused a lot of anger and stress and something I had to pay for the privilege of experiencing.

I'm not looking for any financial compensation more an explanation and reassurance that it won't happen when I do B2B next year.

We spoke later to 3 other people who had the same issues as us and someone in the terminal who was leaving had the same issue the week before.

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There are some really rude people on these boards who seem to love to jump on posters at the least provocation. Wonder why? It only makes new people hesitant to participate. On the flip side, there are some really helpful, nice posters.

I know exactly how you feel sometimes I worry when posting on the forums!

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The poster brings up a related issue of doing back to backs with the changeover day in a US Port. With more then forty years of cruise experience under my belt (which no longer fits) we try to avoid any back to back through US ports. At best, the procedures are ever changing and annoying. At worse, you can find yourself waiting in a holding area (in the terminal building) for hours! As to the OP, it is unfortunate that they missed their back to back meeting and one wonders if this happened to all the back to backs or it was unique to the OP.

Cruisers need to keep in mind that those turn around days are not totally under the control of the cruise line. The US CBP folks are the ones truly in charge and they impose their normal "zeroing out" procedure which means every passengers must be off the ship (and verified) before they will allow anyone to reboard. If even one passenger fails to depart the ship (this happens too often) of a computer glitch causes difficulty in proving that everyone is off the ship....horrible delays can result. The smart move would be to simply leave the port, enjoy the local area for part of the day, and later return. Of course you then have the hassle of dealing with the huge crowds embarking.

This is why when we want to do a 14 day Caribbean cruise (we only do one of these per year) we go on Celebrity who has a true 14 day cruise itinerary (with no turn around at a US port). Otherwise, we try to keep our back to backs to Europe or Asia where there are few hassles.

Hank

The poster brings up a related issue of doing back to backs with the changeover day in a US Port. With more then forty years of cruise experience under my belt (which no longer fits) we try to avoid any back to back through US ports. At best, the procedures are ever changing and annoying. At worse, you can find yourself waiting in a holding area (in the terminal building) for hours! As to the OP, it is unfortunate that they missed their back to back meeting and one wonders if this happened to all the back to backs or it was unique to the OP.

 

 

 

Cruisers need to keep in mind that those turn around days are not totally under the control of the cruise line. The US CBP folks are the ones truly in charge and they impose their normal "zeroing out" procedure which means every passengers must be off the ship (and verified) before they will allow anyone to reboard. If even one passenger fails to depart the ship (this happens too often) of a computer glitch causes difficulty in proving that everyone is off the ship....horrible delays can result. The smart move would be to simply leave the port, enjoy the local area for part of the day, and later return. Of course you then have the hassle of dealing with the huge crowds embarking.

 

 

 

This is why when we want to do a 14 day Caribbean cruise (we only do one of these per year) we go on Celebrity who has a true 14 day cruise itinerary (with no turn around at a US port). Otherwise, we try to keep our back to backs to Europe or Asia where there are few hassles.

 

 

 

Hank

Despite the issues I'm hooked on the Oasis of the Seas now!

Next time we do the B2B I'm going to book a cruise line tour on changeover day and get out of the way of the ship for the day!

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When doing a B2B make sure you get your new seapass card before getting off the ship. Sometimes you get it at the B2B meeting, other times you get it when you meet the staff escorting those doing B2B. The staff member will escort you off after the other passengers have disembarked. There will be no long lines and you will "ding" out, run thru customs and "ding" back in with your new seapass card. If you get off early you will have to go through customs with everyone else. Most of the time you will have to wait for general boarding to come back on. I've done several B2B, have followed instructions and have not had any problems.