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Royal Caribbean • Cancellations, changes • Crime • Illness, injury • Lost luggage --- News • Cruise Lines Agree To Refund $21 Million In Fuel Surcharges • New Jersey Sues Royal Caribbean

Renata of Yonkers NY (7/12/04):
I have a major complaint and I hope someone can help me obtain a refund. My husband and I sailed from Miami February 29, 2004 on The Legend of the Seas, Royal Caribbean, a 14-day cruise to the Panama Canal and returning from San Diego to NY. We flew to Miami, picked up our luggage and bought a transfer ticket from the airport to the pier or Miami for $22.00. We were then led to a truck, where they loaded our luggage and said we would find them in our cabin; we then proceeded about 15 yards ahead and waited for a bus. The truck left, and the bus came after 20-25 minutes. We handed the ticket and were taken to the ship.

We sailed, but at the end of the day we did not have our luggage in our cabin so we went to the front desk to complain. They would search the ship. This went on for four days, not knowing where our luggage was. We were with the same clothes that we left NY with all this time. We decided to leave the ship in Aruba and fly back to NY. We paid $1,502.90 for our air for my husband and me. Our total expenses for this nightmare were $4,889.90.

When we arrived home we immediately contacted Royal Caribbean in writing as to our misfortune and eventually after my calling their Customer Service Dept. they said that they could not verify that my luggage was put on a Ryder truck or what I was telling them. They said that after 9/11 they had tight regulations and that could not have happened. Well it did happen. This was our 4th cruise and usually our luggage was put in the bus with us.

Till today, Royal Caribbean has ignored my problem. Mr. David Parkinson of Travel Dispute Mediation in Santa Clara, Ca. suggested that I contact several travel magazines and tell you about my misfortune.

My husband is a retired NYC school teacher and saving almost $5,000. for this dream cruise does not come easy. After five days we received our luggage at home - it had traveled to Panama. The people on the ship had no idea where our luggage was so the only thing we could do was leave the ship. I know that $5,000.00 doesn't make any difference to them but my husband worked hard for that money. This incident has really turned me off cruising.

Janicre of Somerville, NJ, writes:
For Christmas my boyfriend purchased tickets for a cruise to the Bahamas. Our baggage was to be delivered from the plane when we arrived in Miami directly to the cruise. My suitcase, however, never arrived on the ship.

Although I complained repeatedly at the Purser's Desk on the ship (Sovereign of the Seas), I was told that they were doing everything they could. I begged them to call Continental Airlines to try and locate my baggage, but I was told that "they don't do that" and that their ground people in Nassau would be checking with Continental.

Therefore, I spent four days on a luxury cruise ship with little else but the clothing on my back. All of the clothing I purchased for the trip was in my suitcase which never arrived. When we arrived back in Miami, I checked at the Continental Baggage Claim Desk and was told that Continental had failed to deliver my suitcase to the ship but had flown it to Nassau and notified Royal Caribbean.

Royal Caribbean denies any responsibility whatsoever, totally ignoring the fact that they failed to pick up my baggage in Nassau.

This trip was a gift to me, and it was ruined by the loss of my baggage. Both my boyfriend and I spent a great deal of time at the Purser's Desk because they kept telling me to check back in an hour. We couldn't go sightseeing in Nassau on that Saturday morning, and I had to attend the dinners in inappropriate attire. The only thing the cruiseline offered me was a $100 credit in the on-board shop which wasn't going to open until after the dinner began. I was never told that the airlines would reimburse me $100 per day for three days once my luggage was missing for 24 hours until after we were back in Miami and it was too late.

I was afraid to buy anything in Nassau because I had spent money prior to the trip buying the things I needed and couldn't afford to buy more things. My boyfriend and I have both been through some very rough times lately and this was supposed to be a relaxing, enjoyable vacation. Instead, I was tense and upset about my luggage.

I wrote to both Continental Airlines and Royal Caribbean with my complaint. Continental sent me one $300 voucher and a first class upgrade. When I thanked them and requested one for my boyfriend, they totally ignored the fact that he had purchased the tickets and responded that just because "Mr. P. tried to assist you in locating your luggage" he was not entitled to compensation.

I find it amazing that when someone is "bumped" from a flight, they are given vouchers for free travel, but our whole trip was ruined, and no one seems to care.

Royal Caribbean has responded that they regret our inconvenience but "decline your request for compensation". I have contacted an attorney and probably will have to file suit in Federal District Court. I really don't want to do this and would prefer that Continental Airlines and Royal Caribbean compensate us justly for our loss.

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