All business no care

Cruises: 1 cruise (first)

Review: 1

Helpful Votes: 38

Review summary

Whilst cruising my family called alerting me my mother had been taken to hospital & was in a critical condition. I alerted the 24hr office of my circumstances and my need to disembark. They showed little interest and seemed to have no idea of the procedure to follow. Instead they said they would email their supervisor, but she was not available till the morning and would be very busy with other matters. They also emphasised that I must pay my Paypass before disembarking. Next morning I eventually tracked down the supervisor who ensured I had paid my Paypass, then walked me off the ship and made it clear I could not return. Other crew members could be heard commenting as to why I was taking my luggage with me, which I ignored. The only occasion the staff showed any care, help or interest into how I was going to get home was to let me know there would be taxis on the dock. In comparison- when I informed the flight booking agency of my circumstances they were efficient and empathetic. Upon boarding my flight home the staff had already been alerted, they were attentive & sensitive to my needs. They ensured I was taken off the plane expediently and asked if they could be of any further assistance in getting me to the hospital. My mum passed away only hours after I made it to the hospital- I was with her. Not wanting anyone else to go through the same experience I did, I sent an email to customer service for Royal Carribean Cruiseline . I received a phone call from the company a short while after offering condolences and asking me if I had insurance, then the promise of a follow up email. The poorly worded follow up email just gave information for me to make an insurance claim only (which I didn't ask for, or need). Next came a generic email asking me to complete a survey to help them meet "a key component of our commitment to continuous improvement'. My attempt to help them improve their service for others in the first place had just resulted in a focus on making an insurance claim followed by generic emails. Where is the acknowledgement of poor service and steps they are undertaking for improvement??. I am still waiting ..... in the meantime I hope that others do not have to suffer the unnecessary hardships that I faced as a result of having to exit the cruise whilst at the same time coping with a personal emergency. Unfortunately as my cruise ended not long after it started, this is the only review I am able to give.

Embarkation

Ship experiences

Food and Dining

Onboard Activities

Service and Staff

Ship Quality

Cabin / Stateroom

Ports of call

Sydney, Australia

Hobart, Tasmania, Australia

Adelaide, Australia Did not visit port

Disembarkation

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