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Royal Caribbean Cruise Lines

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

Royal Caribbean Cruises is the second-largest cruise operator in the world. Its fleet includes the three largest passenger ships ever built, the 137,300 gt Voyager of the Seas, Explorer of the Seas and Adventure of the Seas.

But as in so many other things, size isn't all that matters. While many cruise fans return time and time again to Royal Caribbean, others don't have a good experience. And as the complaints in this section show, the line is not always eager to make set things right.

Jessica of Mountlake Terrace, WA August 9, 2008

On our honeymoon my husband got sick with diarrhea & cruise dept said he may have a Noro-Virus. I did not get sick and we highly suspect it was food poisoning due to the short duration. We had horrible customer service on board about this experience and we told that we will receive compensation by being reimbursed for the days we were quarantined. They just gave us a travel voucher for only a small amount for a future cruise...not enough to actually take a cruise from their company. We requested for the money back and they refuse to do it.

Our cruise cost 2400, they gave 459 for a cruise for 2 people.

Daniel of Phila, PA July 5, 2008

We booked our cruise thru Liberty travel Bensalem location to celebrate our Honeymoon.. It was a Nine day cruise on Explorer of the Seas which stopped in Bermuda, St. Martin, St Thomas, and San Juan. This cruise left on June 19th and returned June 28th. During this cruise we booked a excursion from the excursion desk onboard which would take place in St.Martin. This was the Rhino Raft excursion we are talking about. During this excursion our Rhino Raft engine went dead and being as how there was only one guide at the lead of Twelve rafts we were left drifting towards open water at the mouth of the Lagoon.

The day was very stormy very dark skies, restless waters and on and off rain showers. Now my new wife is very uneasy in the water as it is so she started to panic very quickly. I tried to explain that we would be ok they would Not leave us out here. Yet after 45 mins of free drifting with the curre nt I began to panic myself waving my arms screaming for help. We attracted a passing boat which stopped but spoke very little English. Then another boat Approached with three men who spoke no english at all but seemed to want to help us.We were helped into thier boat not knowing if these men would hurt us or maybe even worse but considering the alternative we took our chances.They returned us to the Rhino dock where we were met by the manager who was laughing at us saying dont be upset we would not of left you out there... Dont make a big deal out of nothing.. Want a beer? more laughing.

We grabbed our stuff and boarded the bus which had been waiting for us and returned to the ship. Now as if this wasnt bad enough once I got onto the ship I went directly to ships service desk to be sure they were aware of the neglegence that was being recommended by Royal Carribean. They asked me to write a report which I did. I later was informed I would be getting a 25% refund of my excursion cost. This i considered a smack in the face. I then asked to see the manager and was told he was unavailable. Now we are out to sea and on a ship but the manager is unavailable... I later recieved a phone message from manager saying he didnt forget about us hes looking into situation.

Noone personaly stopped to talk to us Noone asked if we were ok or if we needed anything.. It seemed as if we were being pushed aside as if what had happened to us on our honeymoon at a Royal Carribean excursion was no big deal. We later reacieved a Generic (fill in the blanks) Apology letter stating we would be getting 100% refund. In my eyes this was handled wrong from the beginning and we were not treated as valued customers. Our honeymoon was severly disrupted by this occurance and even more so by Royal Carribeans lack of proffessionalism. I hope this reaches the right people to make sure this doesnt happen to anyone else

ruined honeymoon.

Anne of Sudbury, OTHER July 2, 2008

In February of 2007 my son was married in St Thomas on a Royal Carribean ship. They lost their vows, the limo we booked through the cruise line was late and did not apologize for it. I had purchased excursion tickets which we could not use because we were too late and our tour of the island was cut short. I now own a Wedding and Event Corodination business. I am qualified to coordinate weddings on Royal Carribean Cruise Lines. I totally discourage my clients from using this particular cruise line.

Tickets for 10 people

Raquel E. Sordo of Santo Domingo, OTHER June 19, 2008

On April 26, 2008 we departed from Venice on the ship Splendour of the Seas, taking the route: Croatia, Turkey and Greek islands. I was accompanied by: mother, sister and aunt. On April 29th my aunt felt drowsy and with a slight chest pain, hence we visited the medical facilities, the following tests were performed: echocardiogram, chest/heart sonogram and enzymes. All tests, with the exception of the enzymes, reported that she was in good health. However due to the high enzyme levels a doctor in Cleveland was consulted, as well, as her family doctor, he agreed with the Clevelands doctor on a catheterism.

However, in the meantime, the ships doctor had agreed for her to stay in the ship and made her sign a document discharging the company from any claim. Nevertheless, this was left aside, as a new patient with a massive heart attack came into the medical facilities and the ship had to return immediately to port, Dukushaky. I would like to add that the ships captain was extremely rude to my aunt, an old lady, who according to the doctors was ill at the moment.

We were sent to Smyrna, where we assigned an agent who would assist us, my aunt was sent in an ambulance and we went by taxi. The hotel booked by the ship and or agent, was not four stars as promised, the personnel could not speak any other language than Turkish did not have air conditioning and was rather expensive. The same had to be paid for us, as well as the ambulance and taxi. Medical facilities provided by the ship were very steep. Personnel from the ship agreed that they will be returning the cost incurred in city tours amounting to close to US 500.00, also it is my understanding that we should be reimbursed for the unused portion of the cruise.

As a direct consequence of all the above we had to incur in the following unplanned expenses: Hospital bill US 20, 600.00 (much more than in the USA), taxi to Istanbul US 1,100.00, Train fares from Istanbul to Venice US1,800.00, hotel inn Smyrna and Slovenia for more than US700.00. I request that in light of the entire ordeal that we went through and high expenses incurred that at least, the company compensate us, as follows: 1. A credit to my credit for the city tours not used by us, more so as this was a promised made by the personnel of the ship. 2. Revision of the medical bills presented by the medical facilities of the ship. 3. Compensating us for the costs of the ambulance, taxi and hotel in Smyrna. 4. Compensation for the unused portion of the cruise. 5. Compensation for the trains and hotels paid until our arrival to Venice.

Anya of San Francisco, CA June 7, 2008

Days prior to our trip I called Royal Caribbean to clarify policies about bringing passport, they said that non was needed. I asked for clarification about the close loop cruise in which it states that there needs to be some identification as a u.s. citizen, however it also states in their hand book that a cruise to Mexico is a domestic trip. Since we were sailing to Ensenada and we had never been on a cruise before I wanted to make sure that we had everything needed for our trip. I was assured by the customer service agent that nothing was needed and so we proceeded with plans for our trip.

I tried to log in to the on-line check in web page to log in prior to our trip but the web site seemed to be down. I e-mailed the web address that it indicates that should be e-mailed to if having problems, no one responded. Finally i called the phone number on the log in page and asked for assistance checking in since it was instructed to do so before sailing, but since it was less than 3 days prior to our trip we were locked out of the web site and could not check in and would have to do it at the port.

Had we been able to access this service we would have seen the notice to bring the necessary documents needed to board and the customer service agent did not go over this as they should have since I was not able to access this information. They should have provided GOOD customer service so this doesn't happen to people and clarify information in it's entirety if people call asking about it because they don't understand it. As a result we were unable to board the ship and missed our cruise.

Royal Caribbean has denied the fact that any customer service agent could possible give such poor customer service and bad information to a guest. When we spoke to customer service agents after being denied access to the boat they denied any part of wrong doing and would not issues a refund or credit for another cruise. I think this is only fair that they either refund us for the trip or give us full credit for another cruise. We were offered half credit on a cruise, which I think is unfair based on the circumstances.

If I had not made any effort to clarify my confusions about the travel requirements then I would be negligent, however, this was not the case. Royal Caribbean should take responsibility for it's customer service representatives and not make people feel like they got cheated and humiliated.

Loss of 738.00 for two passengers. We had to arrange for another flight home which cost 260.00 I would at least like to be compensated for the cruise since we didn't get to take one!

Carol of Las Vegas, NV May 14, 2008

CRUISE WAS 3/30/08 VISION OF THE SEAS. MEXICAN RIVERA. Mainly the food was like slop. It was always cold and old. Food on buffet was from dinner the night before from dining room. It wasnt good the first time so you can imagine th second and third time they served it! The was only one buffet and one dining room. The buffet had powered eggs and [basic] type food. I call it plastic food; very generic; usually they were out of most of the few choices and if it was on the buffet it was either cold or just uneatable.

The grilled food like the hot dogs in water were grey in color and the premade hamburgers were burnt and cold and the fries cold of course. When I called to complain after the crusie they asked why I didn't say anything on the ship to waiters. Well I lost my appetite each time and just said oh well. Did you ever lose weight on a cruise well I did and my friends did. After 10 pm there was no where to get food except the gray hot dogs and cold burgers and fries. When you walked down the hall ways you would see trays full of food but mostly full plates as they would just leave it uneaten. What a disappointment of a cruise. The service was ok and the ship was beautiful. Never again on RC.

Debbie of Leh, NJ May 12, 2008

my 14 year old son was attacked by an adult male passenger aboard the feb 15,2008 sailing of explorer of the seas from bayonne,new jersey.he was three other teenagers,waiting for an elevator.The passenger may have been intoxicated as he became very irritated with their laughter.In full view of security cameras he put his hand s around my son's neck ,forcing him backward while choking him. my son broke his grip but the man came at him with a fist,at which point ,the man's female companion started pulling him back into the elevator.

The teens reported to customer service.Their first reaction was it did not happen,disregarding the marks on his neck.We were called and as we filled out forms the passenger was identified by all three teensplus my son as he enjoyed his dinner.they identified him seperately and together.we were told another passenger had reported the incidnt and that the cameras would be reviewed. the head of security first told us the pictures were inconclusive ,then there were no pictures because royal caribbean did not have any cameras working on that cruise.

He printed the a picture of another guest who was seated at the same table as the choker,and questioned him instead of the perp.The story of the other guest who confirmed the attack disappeared.royal caribbean basically let the attacker off in bayonne and turned around for another cruise.They refused to let us know anything abut security cameras or who the other guest was. cruise lines seem to be above any laws.

my son is physically fine. i am disgusted with the way this was handled and would not sail that line again.

Kirsten of Orem, UT May 10, 2008

I am currently cruising on a 10 day cruise from Ensenada Mexico to Hawaii, the Radiance of the Seas May 3-13th. Five days of sea time, the rest island hopping. Where should I start. We flew in to a small airfield north of the Mexico border and took a van into Ensenada. We were notified that the cruise was delayed because of the San Diego air show and the boat couldn't leave there to arrive in Ensenada until four. We were taking the cruise with 20 other family members, including small children, teens, and adults. Most of the family was told to go to San Diego convention center to check in, the rest of us went on to Ensenada, a natural assumption given that the cruise is from Ensenada.

We arrived at the pier to be told we wouldn't be allowed on the ship. We called RC and the only response we got was that we had to go to San Diego in order to check in then be brought back to Ensenada (1 1/2 hour drive each way). We asked to talk to managers who might know more, but no one on the phone knew what we could do, since we would not make it back in time to San Diego and we were already there. We finally found a notation referencing a local hotel in the travel docs and went there where they told us we could check in there.

There were computer issues so it took four parties of people over 1 1/2 hours to check in. We then got boarding passes but no sea pass cards and waited at a local restaurant until we could board. We were at the front of the line when it was time to go on. We were exhausted after a long day. We went through security 3 times. Once outside, one to board, though that was a problem because of no sea pass cards, then again on the ship. Two baggage screenings and alot of wasted time.

Finally on the ship we were told to do our room changes once on board, we couldn't do that until we departed so we had to let each other into our rooms. The next day we got our rooms changed and seapass cards fixed, sortof. Had ongoing problems. BTW - those at the convention center had to leave in nearly 60 buses to be transported to the dock. The last bus did not receive their luggage prior to departure and are now wearing RC logo wear everywhere.

It took us about a day to discover that this was a Geriatric cruise that had been heavily marketed to an older crowd. They were not happy about our children on board. Thank goodness for the kids club because otherwise there would have been nothing to do. For me it has been excruciating. 75 year old entertainer, 60 year old entertainer, bingo, cake decorating, and ballroom dance classes. Finally discovered a few younger people, but this boat was full of grumpy staff, and grumpier old people.

After five straight days of not much to do, but expensive spa treatments, drinking and reading, we reached port. My seapass card glitched two days earlier so I couldn't charge. No biggie, used my husbands. But, the day we were to get off, 5 of our party of 7's cards were not active and had been purged from the computer system. So after missing 2 tender boats to shore, since there wasn't a gangway, my husband finally got verbal with security and they traded out our cards. Security starting having trouble with my husband, and we barely got off the ship. We lost all of our stickers from our cards, but we finally got off the boat. Coming back on, same problems.

This morning found other seapasses had been turned off. Have spent a total now of 2 hours trying to get everyones card able to A) open our correct rooms B) charge correctly and C) let us off the boat without a stripsearch!!! Add to that we found out that the limitations we had placed on our childrens cards so they couldn't charge didn't work, and they had a combined total of 320 in arcade fees on their cards.

Another nice feature. Our toilets were down two days ago. They are down again today. No telling when they will be working. Had a flood in the hallway (was it the toilets), so now very loud fans are going day and night out there. I needed to get aloe for my sons sun burn and the shops were closed for two days.

The weather was freezing cold for the first 5 days, we tried to purchase jackets in the gift shop, but they didn't carry childrens sizes, and had very little inventory (the first day!!!!!) on the ship. No size options. Additionally, The elevators weren't working well for the first four days of the cruise, making the travel between floors very congested.

And there are still 3 days left. Nothing has been smooth on this cruise. I went on Adventure of the Seas two years ago and it was impeccable. This cruise, I can't wait to get off. Only upside, good spa staff. I will not. WILL NOT travel on this cruise line again. This cruise has been nothing but trouble. If it didnt cost me 1000 per ticket to go home now I would do it in a second. I'm so over this vacation!!!

Ethan of Havana, FL May 2, 2008

I had to wait to write this letter so I would have time to think about what really happened on the cruise and let you know how EXTREMELY disappointed I was in the performance of [their] cruise line. This was a family reunion cruise which makes what happened even worse for me. My brother, sister and daughter travel a lot and have cruised with you several times. I myself cruised once before and was very pleased that is why when the family selected Royal Caribbean for the family reunion cruise I went along. I do want to say, with one exception, on board staff represented company with the utmost courtesy. With this said I will relay, what to me, was a very bad experience. The cruise date was April 6, 2008 on Freedom of the Seas.

The family had done their sea passes online so we were able to get processed in and receive our ship board cards quickly. I thought this was excellent because my wife, who had just had a cast removed from a broken foot and was wearing an air boot, and my 90 year old mother would not have wait in line for a long period of time. We were then instructed where to go to pick up our priority boarding passes. The individual issuing the passes was out of the priority passes and said Just tell the person doing the boarding we were priority and there would not be a problem?. She then instructed our group where to go and wait till time to board.

My mother had a wheel chair up to this time but it was taken when she received her on ship board card. We were told if she required one, the ship would have to provide it to us. Since we were priority boarding and would be on board soon we felt it probably would not be necessary. When we arrived at the waiting area we sat down to await boarding. My brother was talking with one of the security guards and was told we not were we needed to be. We inquired further and indeed found out we needed to be at the other end of the corridor. This posed a problem because by this time the boarding area was full of people to the point they were bringing extra chairs. There was a delay in boarding so this meant a longer wait than we anticipated. We asked one of your personnel if, when boarding began, our group could board quickly because my mother was growing tired and my wifes foot and leg was beginning to hurt, the response was, If you do not require a wheel chair you will have to board when you are supposed to?.

I proceeded to try to find chairs for my mother and wife to make their wait more comfortable. When the boarding personnel came to begin the boarding process my sister indicated we were priority but that they ran out priority passes. The person doing the boarding asked for her ship board card and told her, because of her cabin, she could board but the rest of us would have to wait. We told the staff member about my wife and mother but here response was they could only board early if they required a wheel chair other wise they would have to wait.

The ship began to board and after waiting approximately 30 minutes we finally were allowed to board. Once on board we went to our cabins and settled in hoping the rest of the cruise would be better than the boarding process. My whole family was very unhappy at this time. One simple thing could have changed the attitude of nineteen passengers, if the person doing the boarding had just evaluated the situation better. [They] had two medical issues and someone in the group that had priority boarding privileges, what would have been the harm in boarding this party?

At this point I, as well as the others, began to evaluate [Royal's] performance against other cruises we had taken. Just think this could have been avoided. Some of us then went to lunch in the Windjammer dining room. I was please to see that your food quality was as good as previous cruises I had taken. Things went well the rest of Day 1 and Day 2. But, the night of Day 2 we were having a good time until the wee hours of the morning and wanted to eat something before retiring but found room service was the only option. I was very disappointed because other cruises I found food somewhere anytime but we all shrugged it off and went to bed. We all woke up anticipating the arrival at San Juan. But to our dismay scheduling again seemed to be a problem, trying to get someone to tell us where to go to leave the ship and what time we were suppose to be there was interesting. If you went to the purser desk they told you what was on the Cruise Compass but if you listen to the announcements they would tell you something else. Your scheduling of events was hap hazard at best. This would continue through out the rest of the cruise. I did not go on shore much because I liked staying on the ship and doing other things. Cruise Compass said a particular movie I wanted to see was going to be on but when I arrived at the theater to my disappointment it was something else. The movie shown was good and I enjoyed it very much but again Cruise Compass said one thing and did another.

I could list numerous other complaints and issues the family told me about. If these had been the only things I probably would not have given it another thought but my wife had a serious medical emergency that could have ended in death and I felt [the] cruise line did not take it seriously. Medical staff acted above and beyond the call of duty and tried to do over and above what they should have had to do. I feel Royal Caribbean was negligent in the way they handled this issue, no security to assist with getting safely off the ship, incorrect information to medical staff about disembarking and the people on deck not knowing how to where to send a wheel chair. This is inexcusable. Fortunately, there was not an incident during this shameless ordeal exiting the ship. My wife had a complete mental break down, for which she is being currently treated, on your vessel. Your medical staff assisted me in getting her calm and kept her out of harms way.

On the final night of the cruise she had to be removed from our cabin and sedated. While in medical I requested to speak to security supervisor. He arrived a short time later and I only requested ONE THING, when we exit the ship could I be first, and could [we] have a security staff member that was familiar with the situation escort us. I then asked the security supervisor what time would the ship be docking and what time should I be in medical to escort my wife off the ship he said we could leave the ship at 6:00am and be in medical at 5:45am. When I arrived that morning at 5:45am as I was informed by medical staff there would be a delay in exiting the ship and to return later. There was no security staff present, for which I was charged for on my medical bill. I left to inform my family and returned a short time later where I was met by the medical nurse with my wife in a wheel chair. She had been informed that they were disembarking. I now acting as security along with the nurse had to try to get my wife through all these people. WHERE WAS MY SIMPLE REQUEST?

We went to one gate and that told us to go to the other, REMEMBER THIS IS A MEDICAL EMERGENCY. The nurse attempted to got through deck 4 but the casino was closed and when she tried to go through someone very loud and very angrily told her, we are counting money and you will have to go another way?, I informed him as did the nurse this was a MEDICAL EMERGENCY and he then responded angrily take it up with the cruise line. At this point I became angry and had felt I had been pushed around by [the] cruise line enough and began physically pushing passengers out of the way so I could get off the ship. But my ordeal was not over. We finally got to the gangway we were instructed to go to only to be sent back to the one we went to originally. When we got there we were informed we could not use that gangway because it was too small for a wheel chair and we would have to return to the other one. We finally got off the ship where customs filed us through rather quickly and my wife made it home safely. I feel [this] cruise line felt other things were more important than getting a mentally instable woman safely off the ship. You are very lucky the passengers did not get upset when I began pushing them out of the way because by that time I was angry and did not care if [the] cruise line liked it or not. If there had been an incident due to [their] negligence I think your public relations problems would have been hard to explain away.

My family is already planning another family cruise in 2010 and I have informed if they use Royal Caribbean I will not attend and I will use all my influence to convince them to use another line. I just have on thing to add, in all the confusion I did not leave the tips for my room attendants. They did a fantastic job assisting me and were always there when I needed something for my wife. I want to see they get my compensation. At the very least, I feel this line owes me and my family an apology for the way this was handled, because it affected them all.

Irene of Myrtle Beach, SC May 1, 2008

Jewel of the Sea Transatlantic Cruise March 30 - April 13, 2008 Day One: Excited to get started - very early flight--Check in went smoothly. Hungry hope food is available. Buffet up and running --Surprised to see no hand sanitizers anywhere in dining area. Lifeboat drill confusion-- instructions posted in cabin not followed by the crew. Sail away at 5:00PM --at sea for 7 days before we dock again Day Two: Discovered having no smoking cabin with balcony not what it seems. Next-door neighbor is smoker in non-smoking cabin--no smoking in cabin balcony only---if sliders open to our balcony smoke enters our cabin and smells up the room Q and A with Capitan---asked about hand sanitizers he said it was found that they were no more effective as just washing hands frequently with soap and water? Would bring out sanitizers if they felt it was necessary

Day Three - Six: Settled into daily routine--encountered rough seas and high winds---Mal de mar prevalent----many Dramamine patches visible -- a lot of sneezing, blowing and coughing going on in large public areas----deep cough sounds like virus that was around late last fall----Noticed that few of the buffet workers wear the disposable gloves when handling food---Crew who clean tables wear no gloves--clean up dirty dishes and wipe down tables without using any sanitizing spray---and deliver drinks to table with same germ laden hands---There are no side receptacles to set Utensils on after self serve --many passengers hands touch and replace utensils right on top of food in serving dish --still no hand sanitizers Day Seven: Land at last looking forward to shore excursion ---2 hours into shore excursion husband becomes violently ill----terrible gastro distress---had nothing to eat or drink on shore--whatever it is came from the ship---back at ship uncontrolled vomiting and diarrhea wont stop--go to see ship s doctor--blood test results sever dehydration----end up with IV in arm to hydrate and shot to stop the vomiting---two hours later, two bags of fluid an one of antibiotic-- leave medical clinic for cabin---afterward- steward delivers bill for medical services for over 800.00 to be added to shipboard credit account

Day Eight Husband had a bad night --return to doctor in the morning for another blood test to check if still dehydrated--spent rest of day in cabin in bed--tried to eat --steward delivers another bill for medical services this one was over 200.00.---Public areas awash with germs - more hacking, sneezing, coughing and blowing. Day Nine and Ten: Husband remains in cabin-- Weak from not being able to retain food---hear of other passengers sick with same thing---waiting area at medical clinic standing room only as more passengers seek help for deep cough accompanying the hacking, blowing sneezing etc. Still no hand sanitizers.

Day 11: Dock in Le Havre ,France----had to cancel trip to Paris husband to weak to go --Im starting to have sniffles---trip to ships general store-- cold medicine flying off the shelf as many passengers doing what Im doing trying to fend off the crud that is going through the ship Day 12: Dock in Dover England we decide to take planned short shore excursion--husband tires quickly and does not see most of Canterbury Cathedral. Day 13: Late docking in Belgium causes chaos at immigration check in--Cruise staff makes no announcement to alter announced schedule--passengers line up at scheduled time--passengers become irate and yell at late comers who try to cut line that extends all the way from Safari lounge back to and through the casino----cruise staff finally shows up and only adds to problems ---Many waiting in line hacking, blowing, sneezing and coughing No hand sanitizers out Day

14: Amsterdam at last--Another snafu--- debarkation on Deck 5 in Centrum---Cruise staff has line moving around in front of elevator bank instead of around the opposite side---Passengers shoving and pushing to get on or off elevators block by line of passengers moving toward to gangway--- cruise staff members just stand there and watch the mess---guess they never heard of the five Ps? of management Proper Planning Prevents Poor Performance? After 14 days on this ship there is not any public surface area that hasnt been touch by some one who is sneezing, hacking, coughing and blowing or suffered from intestinal distress----NO HAND SANITIZERS VISIABLE----- This is not my first cruise nor is it my last but it will probably is my last on a Royal Caribbean ship run by fools.

A medical bill for 1072.00. We are filing a claim with our insurance company but feel we should not have been billed at all for any of the treatment.

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