Review by MiguelZ

Terrible Experience!!!

In response to review, Tonesta57 says ...

Very aggravating when no one in charge wants to step up to the plate to fix a problem for a valuable customer.°Ÿ˜ 

Tags: Royal Caribbean Caribbean - Western Oasis of the Seas

3 Answers

Thank you for posting your review. I am sorry that your experience was not better.  In general, cruise line customer service is adequate but not what I consider to be top shelf, at least not on the popular, mass marketed lines (e.g., NCL, RC, Carnival).  
I've come to believe that the attitude of these lines is that once boarded, a passenger becomes a captive to very broad policies and procedures.  It is no longer considered a democracy and every expenditure counts against the bottomline for that voyage.  While some companies have given frontline staff some latitude to address customer complaints, I do not believe that practice extends to cruise lines. Best avenue I've taken is to continue asking to speak to supervisors and managers.This seems to get the best results. 

 

@CrusiginCM agreed; once on-board, despite the genuinely good service from most crew members the attitutde is "how tight can we squeeze their wallets?".

it's been almost a week and we have not received a call from anyone at RCL, despite our request to speak with managers/supervisors and being told we would get a call back within 15 minutes!

I was very upset reading your review.  It is hard to believe that representatives of the cruise line would be so insensitive to your plight.  My brother-in-law lost his luggage on a Princess cruise and didn't get it back until the last day.  He was hassled in the dining room when he arrived wearing shorts.  He told the host that if he wanted, he would remove his shorts but since the cruise line could not provide hom with long pants that was his only option.  They told him to eat at the buffet.  He replied absolutely not, the cruise line lost my luggage and I paid too much money to eat at the buffet for dinner.  When he wouldn't back down, they finally seated him.  So I know how little apparel items ships carry that guests who lose luggage can find on board.  

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