Customer Service

Brilliance of the Seas Cruise Review to Europe - Northern Europe

karencamin

Contributor Level: Third Mate

Cruises: 4-6 cruises

Review: 1

Helpful Votes: 19

Overall rating:

4 out of 5

Verified Review

12 Night Scandinavia & Russia (Harwich Roundtrip)

Sail date: May 14, 2014

Ship: Brilliance of the Seas

Cabin type: Oceanview

Cabin number: 3072

Traveled as: Singles/Friends

Reviewed: 10 years ago

Review summary

The cruise started out a little rough in that they had very long lines at boarding. It seems that passengers on the previous cruise booked London excursions and they returned to the ship as a good number of us new ones were boarding. They had two security checks for the returning passengers and only one for the new passengers. Since there were more new the returning passengers it created a massive back up.

I do have to recommend the ships customer service once boarded. They excelled in my opinion. My brother lost his luggage in New York and the ship (through no fault of their own) went out of the way to help him. They gave him clothes as well as a voucher for free laundry service. They kept on top of the airline for the recovery which occured on the fourth day in Stockholm.

I had a good experience as well. I injured my ankle while on the equipment in the gym, at first there was no problem until later in the day when it began to swell. I visited the ship's doctor and was given a cane and ankle brace which helped a lot. They did not charge me.

Ship experiences

Food and Dining

3 out of 5

Onboard Activities

3 out of 5

Entertainment

3 out of 5

Service and Staff

5 out of 5

Ship Quality

3 out of 5

Cabin / Stateroom

5 out of 5

Ports of call

Harwich (London), England

1 out of 5

Copenhagen, Denmark

5 out of 5

Stockholm, Sweden

5 out of 5

Helsinki, Finland

5 out of 5

St. Petersburg, Russian Federation

5 out of 5

Tallinn, Estonia

5 out of 5

Visby, Sweden

5 out of 5

4 Comments

WeCruiseToo 10 years ago

Nice to hear about the great customer service Karen; thanks for sharing your review. We’ll be doing a similar cruise next year aboard Serenade of the Seas.

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BAK1061 10 years ago

That's good to know. 10 years ago, Voyager of the Seas had terrible CS. Actually, everything was bad on that vacation. Next April we will be on the Serenade of the Seas on a TA to Europe. We have always had great CS on board from NCL. Rare that we need anything, but when we do, they go out of their way to help.

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CrusinTim 10 years ago

I agree. We sailed on the Brilliance last November and had an extremely good experience with the guest relations staff onboard. Although we had informed our bank (the credit card we were using) prior to the cruise that we would be sailing and not to flag our account when charges from different countries started to appear, they did. Not once but twice we were summoned to the guest relations desk because the bank denied the incremental charges the line posted to the card during the cruise. They allowed us to call our bank, ship-to-shore for FREE from the middle of the Caribbean sea both times to try to straighten out our account. Unfortunately, the bank was not so "Customer Friendly" as the cruise line and we had to use a different credit card. Needless to say, upon returning home, we closed that quite large account with that bank. After 10 previous cruises, I had never had that problem and had never been so embarrassed. It was our first time using that banks credit card for a cruise...and the LAST!!!

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ago2180 10 years ago

Nice, I like when you mention: "I do have to recommend the ships customer service once boarded. They excelled in my opinion. My brother lost his luggage in New York and the ship (through no fault of their own) went out of the way to help him. They gave him clothes as well as a voucher for free laundry service. They kept on top of the airline for the recovery which occured on the fourth day in Stockholm. I had a good experience as well. I injured my ankle while on the equipment in the gym, at first there was no problem until later in the day when it began to swell. I visited the ship's doctor and was given a cane and ankle brace which helped a lot. They did not charge me." It looks like Royal is really interested in giving good quality tourism

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