Denied Boarding at Port, with PITIFUL Compensation

[Ocean Boy]

3 hours ago, Biker19 said:

 It makes total sense that they would NOT advertise that they have a sizable part of the crew quarantined with COVID.

Why? So people can speculate and then turn fantasy into fact on CC and that "other" place.

[Ocean Boy]

2 hours ago, cruiselvr04 said:

An unfortunate situation.  I suppose it would have been too hard to have the crew leave the ship, isolate in a hotel and pick them up when the cruise returned.  Maybe has something to do with visas etc. 

 

 

Time to put a quarentine ship or two back into service.😉

[ZoeyVictoria]

11 minutes ago, Ocean Boy said:

Time to put a quarentine ship or two back into service.😉

I looked at my packing list today and saw vaccination cards and test results still on the list. Seems like a lifetime ago. Quarantine ships are in that same category of “things I want to forget”. 

[Ocean Boy]

17 hours ago, Merion_Mom said:

This letter is being posted on EVERY.CRUISE.PAGE.ON.FACEBOOK.

 

The answer (probably accurate) added on one such page is:  There is an outbreak of Covid among the crew and they suddenly needed a section of cabins to isolate them.

 

Thus the last minute nature of not having enough cabins for the GTY cruisers.

 

5 hours ago, Merion_Mom said:

 

I'm just going to repeat myself for those in the back rows.

 

THERE IS AN OUTBREAK OF COVID AMONG THE CREW AND THEY SUDDENLY NEEDED A SECTION OF CABINS TO ISOLATE THEM.

So the letter is posted on EVERY CRUISE RELATED PAGE over "there" but only one page has the "answer". What makes it the truth besides it is somewhere on the internet?.... just for those of us in the back rows please.

[Starry Eyes]

6 hours ago, richstowe said:

 

 

 

I'd still like to know is RC overbooking or were cabins taken out of commission for some unknown reason . Frankly overbooking is not a terrible sin IF those turned away are fully satisfied volunteers.

I agree that waving goodbye to fully satisfied volunteers is not a terrible sin.  I think they should seek volunteers whether due to overbooking or cabins taken out of commission for some reason.  Granted, the earlier the company knows about the problem, the easier it is to seek volunteers in an orderly fashion.  Nevertheless with modern communications a text request for potential volunteers could go to appropriate passengers’ cell phones even the morning of the cruise with replies generating a quick working list for negotiations.  Some of us wake up in our own beds on boarding day and could easily consider an attractive offer.  It is better PR to have a happy flexible retiree or remote worker than an unhappy involuntarily bumped passenger with an inflexible schedule.

[ReneeFLL]

9 hours ago, SRF said:

So, you think the should bump suites and put the GTY in there????

 

Pretty much the same will all companies, you bump the ones without loyalty status or lower or base fares. It only makes sense for a business to do so.

 

I don't book GTY cabins and I don't fly free on miles.  For airlines, I use my miles for upgrades.  If you get a ticket with miles you are a non-rev passenger.  Basically the treat you as if you are flying for free.

Where in the world do you get your info? Non-rev are definitely NOT the same as tickets purchased with miles. We don't fly non-rev because we want to get to where we are going. We always use miles when we can. After Mike retires we will probably try some non-rev flights. Please don't spread false info.

[rcclmiami]

I have a problem with RCI withholding taxes and fees for compensation. Won’t they collect them from the passengers that got cabins?

[bretts173]

2 hours ago, Ocean Boy said:

 

So the letter is posted on EVERY CRUISE RELATED PAGE over "there" but only one page has the "answer". What makes it the truth besides it is somewhere on the internet?.... just for those of us in the back rows please.

The same letter from 1 person. Yet 100s of people posting about a large number of illnesses onboard.

 

I can post that Royal have started charging for tap water and the outrage will be enormous before anyone verifies.

[time4u2go]

15 minutes ago, bretts173 said:

The same letter from 1 person. Yet 100s of people posting about a large number of illnesses onboard.

 

I can post that Royal have started charging for tap water and the outrage will be enormous before anyone verifies.

It's more than one person. See post number 122.

[cruisin from florida]

Daily Mail has a quote from Royal.

https://www.dailymail.co.uk/news/article-12807561/Aussie-couple-fume-bumped-overbooked-Royal-Caribbean-cruise-dream-holiday-ruined-wont-believe-told.html

[Another_Critic]

2 hours ago, rcclmiami said:

I have a problem with RCI withholding taxes and fees for compensation. Won’t they collect them from the passengers that got cabins?

Where does it say they are withholding taxes and fees?  Taxes and fees are always returned for cancellations, no shows, etc.

[ONECRUISER]

17 hours ago, Ocean Boy said:

Sometimes providing an explanation can go along way as to the reaction elicited from a customer.

Though when the word is Covid(or even Noro), nope they are not going be honest and say that and really not surprised they wouldn't. I know if an outbreak the numbers were High, for Covid/Noro/Etc, at a certain percent of Passengers/Crew then they have to report

[little britain]

4 hours ago, cruisin from florida said:

Daily Mail has a quote from Royal.

https://www.dailymail.co.uk/news/article-12807561/Aussie-couple-fume-bumped-overbooked-Royal-Caribbean-cruise-dream-holiday-ruined-wont-believe-told.html

It says they paid A$595pp for an 8n cruise - that’s $395.   Sounds cheap! 

[ONECRUISER]

14 hours ago, little britain said:

Or smart marketing to panic those who have Gtys to pay up for an allocated cabin number!

 

LB who aint' budging >> but does admit to checking out how much a 'real' cabin would cost on our upcoming cruise!  $902 more for 2 if you are wondering, for cheapest connecting balcony cabin.

My usual 20 out of 24 flights a yr I'm on a Budget Airline, I'd never pay for drinks/snaks, movies or checked/carryon Luggage but I always pay little extra for my Exit Row Window seat. I'm only 5ft 7in, weight 153# but love the extra leg room. Think last Guarantee Cabin did on Royal was 22yrs ago, also last short Cruise I took. On Cruises don't purchase Drinking Packages, Shore Excursions(unless Grand Daughter is onboard) but I will pay extra for my Aft Cabins on Radiance Class.

[KmomChicago]

Usually I am that person here and on other social media cruise discussions defending the cruise from minor and gratuitous complaints.

 

But this is not minor. It’s unacceptable. IMHO they should get not only 100% refund plus 100% FCC but should have also been offered a choice of a SECOND 100% FCC with like a 3 year expiry, OR, several nights - starting now, taxi from port to the location - in a local resort or luxury hotel with $200 per day dining allowance to provide an alternative holiday experience. 
 

With the free casino cruises the line can easily afford comped cruises. The employee rate for these lines is laughably low and full comp is a minor additional hit. 

[cruisin from florida]

7 minutes ago, KmomChicago said:

Usually I am that person here and on other social media cruise discussions defending the cruise from minor and gratuitous complaints.

 

But this is not minor. It’s unacceptable. IMHO they should get not only 100% refund plus 100% FCC but should have also been offered a choice of a SECOND 100% FCC with like a 3 year expiry, OR, several nights - starting now, taxi from port to the location - in a local resort or luxury hotel with $200 per day dining allowance to provide an alternative holiday experience. 
 

With the free casino cruises the line can easily afford comped cruises. The employee rate for these lines is laughably low and full comp is a minor additional hit. 

My guess is that at the current executive compensation rates, they already spent far more than your suggested compensation in damage control.

Here's my total guess at some of the dynamics that were at at play: it's been made CRYSTAL CLEAR to everyone in the company that cost-cutting/return to profitablity is the most important priority right now. Who knows how the ship-board folks are getting graded on their penny-pinching? Maybe the person who came up with the first offer has recently been beaten up for being too generous on customer good-will gestures. 

Anyway, the low-level decision maker followed the $$$ at the cost of customer satisfaction (which is done by corporate mandate every day in a zillion ways - increasing gratuities while cutting service comes to mind) and this time they went too far.

But ultimately it's the corporate leadership and the culture they have created that is to blame.

[bretts173]

Finally got through to some people on board, regular cruisers who I have cruised a couple of times alongside, they asked about what's going on and were told ship definitely not at capacity. They were not clear on those not given rooms but were very clear there were a number of rooms being used for crew isolation and some saved for passengers if required 

[KmomChicago]

1 minute ago, cruisin from florida said:

My guess is that at the current executive compensation rates, they already spent far more than your suggested compensation in damage control.

Here's my total guess at some of the dynamics that were at at play: it's been made CRYSTAL CLEAR to everyone in the company that cost-cutting/return to profitablity is the most important priority right now. Who knows how the ship-board folks are getting graded on their penny-pinching? Maybe the person who came up with the first offer has recently been beaten up for being too generous on customer good-will gestures. 

Anyway, the low-level decision maker followed the $$$ at the cost of customer satisfaction (which is done by corporate mandate every day in a zillion ways - increasing gratuities while cutting service comes to mind) and this time they went too far.

But ultimately it's the corporate leadership and the culture they have created that is to blame.

Yes I agree with you completely. As you note they went too far. It’s hard to grasp paying for a service in full, in advance, then at the last second being told No. At some point they really need to evaluate the damage from this practice and proceduralize truly realistic contingency plans to manage going forward if they can’t eliminate the risk (which they should). 

[cruisin from florida]

One other thought. Some on this thread have been a bit critical of the person who went wide (reddit, cruise critic, FB, etc.) when this happened. If Royal is going to engage at this level of customer disservice, they better saddle up. Going forward, this may be the only way customers can get the attention necessary to force Royal to do the right thing. 

 

[HappyTexan44]

9 minutes ago, cruisin from florida said:

One other thought. Some on this thread have been a bit critical of the person who went wide (reddit, cruise critic, FB, etc.) when this happened. If Royal is going to engage at this level of customer disservice, they better saddle up. Going forward, this may be the only way customers can get the attention necessary to force Royal to do the right thing. 

 

If they hadn't, they would have been left with the Too Bad So Sad letter that they'd initially gotten.  
 

[Ocean Boy]

4 minutes ago, cruisin from florida said:

One other thought. Some on this thread have been a bit critical of the person who went wide (reddit, cruise critic, FB, etc.) when this happened. If Royal is going to engage at this level of customer disservice, they better saddle up. Going forward, this may be the only way customers can get the attention necessary to force Royal to do the right thing. 

 

Considering the overbearing cruise contract that leaves the customer with few, if any, rights I think you have hit the nail on the head.

[John4934]

Granted, I haven't read every single post. But did anybody notice that the 1 800 numbers are not correct on the letter that was given to the original creator? It is missing a number. Are we sure this wasn't made up to stir up controversy? Just asking the question. 

[GimmeOcean]

6 minutes ago, John4934 said:

Granted, I haven't read every single post. But did anybody notice that the 1 800 numbers are not correct on the letter that was given to the original creator? It is missing a number. Are we sure this wasn't made up to stir up controversy? Just asking the question. 

They aren't US numbers. This was in Brisbane, Australia.

Edited November 30, 2023 by GimmeOcean

[John4934]

I understand but I assumed the 1 800 was U.S. based and the other number was for Australia. 

[Ocean Boy]

1 hour ago, KmomChicago said:

Yes I agree with you completely. As you note they went too far. It’s hard to grasp paying for a service in full, in advance, then at the last second being told No. At some point they really need to evaluate the damage from this practice and proceduralize truly realistic contingency plans to manage going forward if they can’t eliminate the risk (which they should). 

That is so true. How many things in life do you pay for in full 90 days before receiving the services or goods purchased and are then left to the mercy of the company that received those funds?