Huge 'Thank You' to Royal

[bigque]

So sorry to hear about the lost of your husbands Grandmother. My condolences, thoughts and prayers are with you both!

Happy to hear about the liitle man on the way! He is going to be so happy to be cruising with his parents in the future as I know will be! :cool:

Also it is so refreshing to hear of a good customer service story witrh a good outcome as they are far and in-between on here!

[johnx7]

My condolences on your loss. I'm glad Royal Caribbean did what you said.

[swtonu]

Oh Crystal,

 

I’m so sorry for your loss, my thoughts & prayers are with you & your family. Congrats on the little bundle of joy, I’m so happy for you both!

[Cruisenewbie2013]

Hi Chrystal,

I have never posted on cruise critic before but felt it important that I express my condolences to your family for your loss. My thoughts and prayers are with you. My fiancé lost his grandfather while I was expecting our son so I understand what you are going through at this time. I’m so happy to hear that you are able to cruise again in a few weeks.

I have to admit that I am too a stalker of your reviews, LOL. As an AA woman and a cruise newbie your reviews have helped ease any apprehension that I had about sailing. Your ability to enjoy life and look on the brighter side of things always comes through in your posts. Maybe one day I will have the pleasure of sailing with you. Congratulations on the new addition to your family. Cherish each day as it goes by fast.

Take care and I look forward to your future reviews.

 

Shanita B.

[pthree]

Sorry for your family's lost. Prayers are with you.

 

Congratulations on the new addition coming to you guys.

 

Your situation is just another example that Royal does care about its customers, despite what others say.

[rummenroman]

I just wanted to write about the wonderful customer service we received this weekend from Royal Caribbean. We had a rough weekend and Royal was a pleasure to work with, and very accommodating.

 

DH and I were supposed to sail the Allure of the Seas, leaving today (9/23). This trip was to celebrate our 6th wedding anniversary, and our baby-moon. We just found out on Thursday that we have a little boy on the way, and we couldn't be more excited. As of today I am 20 weeks along, and you can sail pregnant up to 24 weeks.

 

We landed in Florida on Friday, and arrived at our hotel in South Beach (Z Ocean on Collins Ave- fabulous place by the way). We had lunch, and were finally settling into our suite when we received a phone call from my husband's sister. Our grandmother (my husband's maternal grandmother) passed away that evening. We were devastated. Our family is very close, and she was truly the most warm, loving, and sweet woman I've had the privilege of knowing. She had an incredible faith and strength, and she made you feel so special every time you were with her. In any event, we knew we couldn't board that ship knowing our family needed us, and the services were going to occur later in the week.

 

It was late that night when we found out, so I waited until the following morning to start making arrangements to return home. Fortunately we had travel insurance, so I wasn't that concerned about cancelling the trip (from a financial perspective). We wanted to get home, but we also wondered if it would be possible to push the trip back by two weeks.

 

So I called my travel agency. I have used this agency for most of our Royal sailings, mostly for the OBC. It was a larger agency, and we have been fine with the service since I watch my own travel plans like a hawk and had no trouble calling them to make changes when I needed to. The plan was to start making our own bookings after this cruise, since we would be Platinum with Royal and could use the balcony discount, booking next cruises onboard for OBC. I normally book our own flights, hotel, etc. I'm so type-A that I would much rather handle all the moving parts of our vacations myself.

 

Being a Saturday, the agency wasn't open. I left a message and said we had an emergency and needed to speak with someone immediately. (Still haven't heard from them by the way). I'm not surprised since they did mention on the VM that they were closed on weekends. So, I did the next best thing I could think of.

 

I decided to call Royal Caribbean myself in the hopes that they would try to help me even though the agency was in control of our booking. I calmly explained our situation to the customer service rep. I let him know that since the sailing was tomorrow, and we had a death in the family, AND my travel agency was closed, I simply didn't know what to do. We really wanted to be able to keep our vacation if at all possible, pushing it back by two weeks. He gave me his condolences and let me know he was passing me along to a Resolutions Specialist at Royal's headquarters. Mind you, this is much more progress than I expected, and he acknowledged that while they would normally refer me back to my TA, this was an extraordinary circumstance, and they would do their best to help me.

 

So the Resolutions Specialist Geree got on the line, and asked me what happened. We talked a little bit about our grandmother, she asked how we were doing and sounded very concerned about our situation. I further explained that I totally understood that they didn't have to do anything for us, I was just wondering what our options were. I also explained that we love to cruise, and were taking this last big cruise since we had a baby on the way and wouldn't be able to cruise for a little while. I basically had 4 weeks left to cruise for quite some time, and really wanted to keep our booking.

 

So, she asked me when we wanted to sail, and said that it was possible for them to make an exception and move the sail date for us. We had until about 2 PM EST to make the change (it was about 9:45 by then). Because of the circumstances, she needed us to fax a death certificate, or an acknowledgement of the situation from the hospital or funeral home. It had to be in her hands before she could make the change. I was doubtful that we could get that, but completely understood that she was making a huge exception for us and needed to link that documentation to our booking, so we got her contact info and fax number, and DH went to work trying to get through to the hospital. In the meantime, I changed our flights to the following morning (Sunday). Jetblue was a pleasure to work with as well. Fortunately our travel insurance will reimburse us for the flight change fees.

 

Well, we had a lot of favor because the doctor who attended to our grandmother was on staff that morning, and he was able to fax a letter directly to Geree by around 1 PM. She called me once they received the letter, and was able to move our booking back by two weeks. I couldn't even begin to explain how grateful we were to her. She said she completely understood what it was like to have such a short window to be able to cruise again, as well as know how therapeutic a cruise could be after such a loss. Within minutes yesterday, I logged on and saw our new booking number. We got a balcony guarantee since it was closest in price to our previous booking. We didn't have to pay anything extra, and we didn't get any money back, which was fine. We were just happy to be able to push the cruise back. Just before we boarded the plane this morning, I logged into 'My Cruises' and saw our actual cabin assignment.

 

Though we have some rough days ahead, my husband and I are very grateful to Royal for being so sympathetic, understanding, and accommodating during a very difficult time. Every person we spoke with was so kind. We're looking forward to our cruise in October. In us, they have customers for life. Thanks, Royal!

 

~Chrystal

 

I was also the back-up cruiser for a family cruise. It was originally scheduled as a girls weekend for my DM, DS x 2 and Dear Aunt. One of the DS was unable to go, and I was able to work it out and was scheduled to go.

 

5 days before my flight, my DFIL passed away unexpectedly. Since it was a short 3 night cruise we didn't have insurance. Here is the link my DA posted about our situation. We too expected not to get a penny back, but Royal allowed me to cancel my reservation, with a full refund, and not charge my DS an extra penny despite she was now going solo in the room.

 

My thoughts are with you in your time of need, and here's hoping your cruise in two weeks is a great baby-moon! And the baby is as healthy as can be when they show their face to the world!

[BillOh]

Thank you all so much for your kind words and thoughts. You all made DH and I smile this morning :).

 

They say when someone dies in New Jersey they are going to a better place! :) Totally kidding now that your back into smiling. I'm sure many of us will anxiously await your upcoming review.

[cruzin lady]

Our condolences, congratulations, and Bon Voyage.

 

Your posts sou d so very sweet; I don't see how they could fail to help you!

 

Cruzin Lady

[mjldvlks]

Condolences to Host Faith and all who have posted about losses that occur during or shortly before cruises.

 

I wanted to add that, while we have been fortunate not have had that experience, some of our traveling companions have. The reports we have received have always been that RCI has bent over backward to be accommodating.

[happyiam]

As one of your review fans, I just wanted to add my condolences, and congratulations. I can't even begin to imagine what you are going through. I am glad you found time to post and know your CC friends will support you.

 

I am happy also to hear how RC treated this unfortunate event. It makes me feel good to know we have chosen a cruise line that can be compassionate.

 

Wishing you all the best for your future cruises...and life with your new son.

[Ren1216]

Chrystal,

 

I read a quote once that says: "The cure for anything is salt water - sweat, tears, or the sea."

 

I absolutely LOVE that!

[critterchick]

My condolences on your loss. I am glad that RCI was able and willing to help you out. And congratulations on your upcoming bundle of joy.

 

My, what a roller coaster ride you are on. Take care of yourself!

[Kellie Poodle]

My deepest condolences on your loss and heartiest congratulations on your good news.

 

It's almost amazing that when we lose one dear life, we are granted the joy of a new one. My 21 year-old daughter was killed in an auto accident in 1996 and a little over 9 months later her older sister presented us with a new granddaughter.

 

I want to add that your experience with RCI was not unique. In 2008 we were stranded in Sicily while my DH was in a local, barely adequate hospital. RCI provided me with a port agent who took me back and forth to the hospital, translated for me, found me a hotel within walking distance and was available to meet any other needs I had. He refused to accept a gratuity from us. Without this angel, I'd have never kept it together.

 

I also had the support of an RCI customer service person in Miami who notified the US consulate of our presence and actively negotiated with our reluctant travel insurance to get us out of Italy and home.

 

Someone from RCI was in constant contact with me the entire week we were there. Being alone in a foreign country where I do not speak the language and having the caring support of these RCI people was a significant factor in helping me get through the experience.

 

We only cruise with Royal Caribbean and Celebrity. If I could afford it, I'd cruise Azamara, too. I am extremely brand loyal to RCCL because when I needed the support, they were there for me.

[maxs mom]

Chrystal......thanks for sharing your story. I'm so glad that they were able to work things out for you.

I'll be thinking of you this week! And in two weeks, too!

[cantwaittwogo]

Chrystal......thanks for sharing your story. I'm so glad that they were able to work things out for you.

 

I'll be thinking of you this week! And in two weeks' date=' too![/size']

 

 

i send blessings to you and your family.

[Sinppu]

I'm really sorry to hear about your loss.

 

I'm also very happy to hear about your gain (I hope that is not a crude expression given the circumstances).

 

I'm also looking forward to your review once you (finally) get on board.

 

How very nice of Royal to come through for you in a situation like this. So glad it all worked out.

[Host Faith]

Chrystal,

I am so sorry for your loss. T&P are with you and your family at this bittersweet time.

 

While the circumstances are sad, I am thrilled that you have been moved to the cruise I will be on! I had so much fun reading your last review and I had hoped to be able to cruise with you in the future. I hope this cruise will provide some healing.

 

I read a quote once that says: "The cure for anything is salt water - sweat, tears, or the sea."

 

I absolutely LOVE that!

 

I love those words too, they're really beautiful and I agree. Thank you for that :)

[Host Faith]

So sorry to hear about the lost of your husbands Grandmother. My condolences, thoughts and prayers are with you both!

 

Happy to hear about the liitle man on the way! He is going to be so happy to be cruising with his parents in the future as I know will be! :cool:

 

Also it is so refreshing to hear of a good customer service story witrh a good outcome as they are far and in-between on here!

 

Thanks, Mike! We appreciate it. Looking forward to our cruise and to meeting our little guy. We're already considering when to take him on his first cruise.

 

My condolences on your loss. I'm glad Royal Caribbean did what you said.

 

Thank you so much. :)

[Host Faith]

Oh Crystal,

 

I’m so sorry for your loss, my thoughts & prayers are with you & your family. Congrats on the little bundle of joy, I’m so happy for you both!

 

Thank you Ronda! :)

 

Hi Chrystal,

I have never posted on cruise critic before but felt it important that I express my condolences to your family for your loss. My thoughts and prayers are with you. My fiancé lost his grandfather while I was expecting our son so I understand what you are going through at this time. I’m so happy to hear that you are able to cruise again in a few weeks.

 

I have to admit that I am too a stalker of your reviews, LOL. As an AA woman and a cruise newbie your reviews have helped ease any apprehension that I had about sailing. Your ability to enjoy life and look on the brighter side of things always comes through in your posts. Maybe one day I will have the pleasure of sailing with you. Congratulations on the new addition to your family. Cherish each day as it goes by fast.

 

Take care and I look forward to your future reviews.

 

Shanita B.

 

Hi Shanita, and welcome (officially) to Cruise Critic. Thank you for taking the time to write and share your thoughts. I'm glad the reviews have been helpful to you, hearing things like that make my time spent here so worthwhile. It would be great to see you onboard someday. God bless!

~Chrystal

[Host Faith]

Sorry for your family's lost. Prayers are with you.

 

Congratulations on the new addition coming to you guys.

 

Your situation is just another example that Royal does care about its customers, despite what others say.

 

Thank you, I'm so grateful that Royal treated us so kindly during a difficult time. It's always nice to know you're patronizing a company that really cares about its customers when they are really in need.

 

I was also the back-up cruiser for a family cruise. It was originally scheduled as a girls weekend for my DM, DS x 2 and Dear Aunt. One of the DS was unable to go, and I was able to work it out and was scheduled to go.

 

5 days before my flight, my DFIL passed away unexpectedly. Since it was a short 3 night cruise we didn't have insurance. Here is the link my DA posted about our situation. We too expected not to get a penny back, but Royal allowed me to cancel my reservation, with a full refund, and not charge my DS an extra penny despite she was now going solo in the room.

 

My thoughts are with you in your time of need, and here's hoping your cruise in two weeks is a great baby-moon! And the baby is as healthy as can be when they show their face to the world!

 

I'm so sorry for your loss! My thoughts are with your family as well. I'm glad Royal was able to assist you too.

[LitaArn]

Hello Chrystal and family,

 

So sorry about your loss, and prayers for your and your love ones in these difficult times.

 

When I read the part of your post about about your family being close and how beautiful your grandmother was, I got teary eyed because I immediately thought of my loved ones gone to heaven especially my beloved parents. I, too, come from a close-knit family and felt relieved that Royal (in its usual top notch form), as well as your grandmother’s attending physician, were able to come through for you.

 

Congratulations on the wonderful news of your upcoming most precious baby, and a Happy 6th Anniversary to you and your hubby...

 

Take care, and hugs...

 

P.S. I’ve been meaning to read in full later your fabulous reviews, but I’d like to let you know... oh well, I already said it... they’re Fabulous :D

[lossforgain]

Hi Chrystal,

You may (or may not) remember my exchange with you about your Liberty of the Seas to Cozumel review since my DW and I are getting ready to do that trip at the end of November. Ever since I read that review you've become one of my favorite people to read here on CC.

 

It's great to read how Royal dealt with the situation - I used to be in a customer service job and I never understand why any company or its rep would leave a customer feeling uncared-for. It's good to know that Royal cares enough to make this happen for you, and like you I'm proud to patronize a company that practices this kind of customer relations.

 

I will certainly lift up your family in prayer as you deal with this loss, and thanks for sharing it with us. May your time together this week be blessed with fond memories and shared love.

 

Jeremy

[Host Faith]

I'm really sorry to hear about your loss.

 

I'm also very happy to hear about your gain (I hope that is not a crude expression given the circumstances).

 

I'm also looking forward to your review once you (finally) get on board.

 

How very nice of Royal to come through for you in a situation like this. So glad it all worked out.

 

Thank you! I totally understand what you mean. :) We're glad everything worked out with Royal too.

 

Hello Chrystal and family,

 

So sorry about your loss, and prayers for your and your love ones in these difficult times.

 

When I read the part of your post about about your family being close and how beautiful your grandmother was, I got teary eyed because I immediately thought of my loved ones gone to heaven especially my beloved parents. I, too, come from a close-knit family and felt relieved that Royal (in its usual top notch form), as well as your grandmother’s attending physician, were able to come through for you.

 

Congratulations on the wonderful news of your upcoming most precious baby, and a Happy 6th Anniversary to you and your hubby...

 

Take care, and hugs...

 

P.S. I’ve been meaning to read in full later your fabulous reviews, but I’d like to let you know... oh well, I already said it... they’re Fabulous :D

 

Thank you so much for your thoughts, we all appreciate them. Her death also made me think about several of my family members who have already passed on as well. I miss them all so much but trust that I'll see them again. My prayers are with you as you recall memories with your parents and loved ones.

 

And thank you, I'm glad you enjoy my reviews. Looking forward to writing again when we return from our Allure sailing :)

[Host Faith]

Hi Chrystal,

You may (or may not) remember my exchange with you about your Liberty of the Seas to Cozumel review since my DW and I are getting ready to do that trip at the end of November. Ever since I read that review you've become one of my favorite people to read here on CC.

 

It's great to read how Royal dealt with the situation - I used to be in a customer service job and I never understand why any company or its rep would leave a customer feeling uncared-for. It's good to know that Royal cares enough to make this happen for you, and like you I'm proud to patronize a company that practices this kind of customer relations.

 

I will certainly lift up your family in prayer as you deal with this loss, and thanks for sharing it with us. May your time together this week be blessed with fond memories and shared love.

 

Jeremy

 

Hi Jeremy! Great to hear from you! I know you and your wife will have a wonderful cruise on the Liberty. I work directly with clients every day, and I'm really happy to know that Royal can be sensitive to their clients' needs. Thank you for your thoughts and prayers.

~Chrystal