Had medical emergency being charged $941 pp

[c-leg5]

3 minutes ago, BirdTravels said:

 

The OP got a receipt. They just don’t like the receipt. So they got it again and still don’t like it. 

Probably because it was a generic receipt and not a specific itemized receipt.

[smokeybandit]

That says it was charged on board and was documented as to what.

The OP says it was charged after the fact with no documentation.

[Charles4515]

28 minutes ago, Floridado2020 said:

if we can’t get any proper receipt we may just have to file a claim with the insurance and attach his email communication as proof of what the charge is .

thanks 

The email explains what the charge was so file a claim with you insurence and attach the final statement and the email communication.

[Illbcruzn4life]

37 minutes ago, Another_Critic said:

PVSA, not Jones.

 

Maybe they should read up on which act applies before responding  🙄

Maybe they consider their pax cargo.

[BirdTravels]

17 hours ago, Merion_Mom said:

I just want to be sure that you used the correct email address.

 

mbayley@rccl.com

And you know that all of the external facing email addresses for the execs are routed to a guest services call center. The execs would never see or care about the hundreds of complaints sent to those email addresses weekly/daily. They are handled with all other guest services requests with canned responses as you see. 

[Floridado2020]

58 minutes ago, smokeybandit said:

That says it was charged on board and was documented as to what.

The OP says it was charged after the fact with no documentation.

Yea they did not give them anything that day ,no receipt or any paperwork . They never told my mom they would charge her that day , they said they would charge them if CBP denied the medical exemption . But either way it they don’t seem to care to discuss the medical exemption request . I guess if it ever gets granted they will just keep the money 

[Floridado2020]

1 hour ago, BirdTravels said:

 

The OP got a receipt. They just don’t like the receipt. So they got it again and still don’t like it. 

The receipt says guest service charge and the signature line for my mom and my dad is BLANK . How would the travel insurance company know is a customs fee and not onboard spending ??do you think a travel insurance company would give you $1800 back with such receipt ? That was my point !

 

at least now we can attach their email reply to the receipt so the travel insurance company verifies is a legit charge . Hopefully they won’t deny it will see 

Edited September 22, 2023 by Floridado2020

[Floridado2020]

1 hour ago, Charles4515 said:

The email explains what the charge was so file a claim with you insurence and attach the final statement and the email communication.

Yes we will do so ! I’ll save the entire email as a PDF file including the generic receipt fingers crossed 🤞 

[Floridado2020]

1 hour ago, smokeybandit said:

That says it was charged on board and was documented as to what.

The OP says it was charged after the fact with no documentation.

As you can see the on board receipt does not have my mom or dad signature so apparently they just charged the fee that same day but my mom did not see the charge on her card until a week later . She was never given a copy of this receipt until today that was emailed to us. All she was emailed previously was the folio . I grayed out their name and folio for privacy 

[smokeybandit]

I don't see that as anywhere near adequate of documentation from RC, especially since they say "make sure you have travel insurance." That's the point, trying to get documentation to submit to travel insurance.

 

I mean miscellaneous could be paying for a TV that you broke. No insurance would take that.

Edited September 22, 2023 by smokeybandit

[reallyitsmema]

19 minutes ago, Floridado2020 said:

As you can see the on board receipt does not have my mom or dad signature so apparently they just charged the fee that same day but my mom did not see the charge on her card until a week later . She was never given a copy of this receipt until today that was emailed to us. All she was emailed previously was the folio . I grayed out their name and folio for privacy 

 

I would send another email directly to the person who sent the email thanking them for the email explanation and the receipt.  I would explain that you need an invoice or a letter that describes exactly what the "miscellaneous" charge is and that includes your parents names, the individual charges and the total charge.  If they will not send that, I would submit what you have to insurance, along with the request for the additional information.  If insurance then denies it or requests more information, forward that to the guy at the cruise line.  Just be very specific and not longwinded.  Good luck.

[Floridado2020]

53 minutes ago, smokeybandit said:

I don't see that as anywhere near adequate of documentation from RC, especially since they say "make sure you have travel insurance." That's the point, trying to get documentation to submit to travel insurance.

 

I mean miscellaneous could be paying for a TV that you broke. No insurance would take that.

Lol or a $941 drunken bar charge 

[time4u2go]

2 hours ago, Charles4515 said:

The email explains what the charge was so file a claim with you insurence and attach the final statement and the email communication.

Agreed. The email provides an explanation of what the charge was for.

[Floridado2020]

Good news , After my parents replying back to Mr Bayleys assistant  inquiring about what happened to the medical waiver request that they said they would apply for (my mom turned in a letter from the hospital to the ship that day as proof of hospital admission ) ,I just received this response :

 

 

 

Hello,

 

CareTeam has received information regarding your penalty for disembarkation during your illness in Key West.

 

Please be assured that this cost will be reimbursed to you.  We have included the invoice.  Actual refund may be completed by contactingRoyalguestrelations@rccl.com or phone 800 256-6649.  For your convenience, we have enclosed a copy of the invoiced charge.

 

Thank you for choosing Royal Caribbean for your journey.  Our best wishes for your full recovery.

 

Regards,

Wendy

 

 

Pls always Cc: CareTeam@RCCL.com

 

Wendy Hilt

Specialist, CareTeam

Royal Caribbean Group

Pronouns: she/her/hers

 

[reallyitsmema]

26 minutes ago, Floridado2020 said:

Good news , After my parents replying back to Mr Bayleys assistant  inquiring about what happened to the medical waiver request that they said they would apply for (my mom turned in a letter from the hospital to the ship that day as proof of hospital admission ) ,I just received this response :

 

 

 

Hello,

 

CareTeam has received information regarding your penalty for disembarkation during your illness in Key West.

 

Please be assured that this cost will be reimbursed to you.  We have included the invoice.  Actual refund may be completed by contactingRoyalguestrelations@rccl.com or phone 800 256-6649.  For your convenience, we have enclosed a copy of the invoiced charge.

 

Thank you for choosing Royal Caribbean for your journey.  Our best wishes for your full recovery.

 

Regards,

Wendy

 

 

Pls always Cc: CareTeam@RCCL.com

 

Wendy Hilt

Specialist, CareTeam

Royal Caribbean Group

Pronouns: she/her/hers

 

 

I hope that is real.  Tough grammar in that email, which is usually a red flag, but we have received emails like that in the past from Royal Caribbean.  She does have a linkedin account but Royal Caribbean is spelled wrong on it.  That is a real phone number.  

 

Hope it works out.

[Floridado2020]

19 minutes ago, reallyitsmema said:

 

I hope that is real.  Tough grammar in that email, which is usually a red flag, but we have received emails like that in the past from Royal Caribbean.  She does have a linkedin account but Royal Caribbean is spelled wrong on it.  That is a real phone number.  

 

Hope it works out.

It looks legit because Mr Bayley’s assistant also just emailed us saying the care team would be looking into it. 🤞

[Ret MP]

I don't believe that this has been mentioned.  But, wouldn't there be medical bills, receipts, an Explanation of Benefits, or something like that with the patient's names, dates of service, procedures, etc etc.  Wouldn't that help with the claim?  I would hope so.

[Floridado2020]

1 minute ago, Ret MP said:

I don't believe that this has been mentioned.  But, wouldn't there be medical bills, receipts, an Explanation of Benefits, or something like that with the patient's names, dates of service, procedures, etc etc.  Wouldn't that help with the claim?  I would hope so.

We have all hospital records now and we will submit to the travel insurance company . My dad has Medicare so the hospital has not billed him yet but he has all the records from the hospital stay . The day of the incident my mom only had a letter from the hospital because he was just getting admitted and she turned it in to the ship. They had to pay out of pocket to fly back home on the day of hospital discharge so we will submit that too . We were just trying to gather all the proper receipts together 

thanks 😊 

[smokeybandit]

Sounds like this is coming to the correct resolution.

[Floridado2020]

5 hours ago, Illbcruzn4life said:

Maybe they consider their pax cargo.

HaHAHAHAHAH lol 😂 

[Ocean Boy]

10 hours ago, smokeybandit said:

Sounds like this is coming to the correct resolution.

Sounds like something that no one should ever have to go through just for having the misfortune of becoming ill on  cruise.

[Sunshine3601]

15 hours ago, Floridado2020 said:

Yes we will do so ! I’ll save the entire email as a PDF file including the generic receipt fingers crossed 🤞 

I wish you the best in your battle with  refund.   Truly sad to see you have to struggle for something that should be easy.

[Floridado2020]

45 minutes ago, Sunshine3601 said:

I wish you the best in your battle with  refund.   Truly sad to see you have to struggle for something that should be easy.

Thank you ! At least I have something in writing from them saying they are elegible for refund due to medical emergency . My parents will call rcl today to see how the refund process works 

thanks to everyone here for all the suggestions and comments 🤗

[jerseygirl3]

On 9/17/2023 at 9:07 PM, Floridado2020 said:

Yes my parents have called multiple times and  I even tried calling myself today with my dad . All they say is that they have no access to that information , that all they can do is email the ship again and await response  . Maybe we will wait a few weeks to see if we can get any response . We can’t even file an insurance claim because the charge is listed as a guest service charge 

thank you !

I would file the claim with the travel insurance.  Although it says "guest services", with the accompanying documentation that the insurance company will require (hospital paperwork), it will surely support the claim.  Might take a bit longer, but that should do it. The insurance company can see that if your dad was admitted to the hospital, threre is no way the dates coincide that he could have finished the cruise.  And you could print out info on the Jones Act to support it,

[dunedinmaiden]

On 9/21/2023 at 8:29 AM, Floridado2020 said:

No response yet from Royal , sadly . Multiple emails and calls have been attempted . If we don’t hear back from next week I will then email the ceo as well . 

Be sure to keep a detailed history of all your attempts to obtain a response from Royal.