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We loved the Jewel but were treated very poorly by RCCL. They set up our flights our originating flight was delayed due to a mechanical problem so missed the connecting flight to Ft. Lauderdale and the cruise! DELTA flew us to Aruba the first port. We spoke to RCCL the day the ships left port they assured us they would have a rep in Aruba to take us to a hotel and get us to the dock at the appropriate time. We got to Aruba and no one was there so officials at the airport emailed RCCL and said "they are on their own until the ship docks". We finally got a hold of a person in Aruba that told us the same thing. This was 3/8/11 and the ship didn't dock until 3/10/11 8am. A very helpful cab driver by the name of Tony helped us find a hotel that was safe and reasonable and said he would be back the morning of the 11th to take to the dock-he was. We got to the dock and the ship had had a medical emergency and couldn't get to Aruba until that evening. We had checked out of our hotel-no place to go! Tony took us back to the hotel and explained our situation they let us stay out by the pool and stored our luggage in their security office for us. Long story shot the ship arrived about 8 PM we were able to board had had 6 days left of our 11 day cruise. Onboard Customer Relations said we had to deal with the Cruise Insurance people RCCL was not responsible!!! Without the help of the wonderful people of Aruba it would have been a dismal start to our dream vacation
I certainly do sympathize with your plight and agree that if you were told there would be someone in Aruba to meet you when you arrived (assume you got the person's name and employee ID # who told you this) they certainly dropped the ball there. However, it seems the party at fault for your missing so much of your cruise was the airline over which Royal has no control. Even if you had booked your flight through a TA, you couldn't blame the TA if a problem with the plane caused you to miss your connection. The cruiseline also can't be blamed for a medical emergency.
In any event, I think they are correct in that you need to look to your cruise insurance for coverage since the missed connection was in no way the cruiseline's fault.