S. Wilson

Number of Cruises: 1
Cruise Line: Royal Caribbean
Ship: Enchantment of the Seas
Sailing Date: April,16th, 2005
Itinerary: Western Caribbean

A warning to anyone considering using Royal Caribbean...do not cruise with Royal Caribbean unless you want to lose money!!!!

My family and I were looking forward to our first cruise together. We booked the 5-day cruise leaving on April 16th to Jamaica and Grand Cayman on the Enchantment of the Seas.

The first couple of days were a lot of fun. Weather wasn't so great, but a lot of things to do and see. That's when the trouble started.

Just outside of Jamaica, the ship lost an engine! The ship was able to limp into Jamaica, but was 2-3 hours late so everyone was rushed off to make their shore excursions.

Once back on board and underway, the captain announced they were unable to fix the engine and therefore, would not be continuing on. And, worse they would be doubling back to Fort Lauderdale along the same route at 1/2 speed.

Needless to say, most if not all of the passengers were extremely upset. Everyone felt they were only being delivered 1/2 of the cruise they paid for. To make matters worse, the pursers desk had no information and could only give people the 1-800 Customer Service #!

That evening, everyone received a letter in their room stating they would be getting $150 credit on their bill for the "inconvenience". Now for me that was 5% of the total price I paid. Personally, I was taken aback that Royal Caribbean felt they were doing me a favor refunding 5% when in reality they only delivered 50% of the cruise!

When I returned I emailed customer service. Response I got was this was the directive provided from Executive Management and this was considered "fair" compensation! This was directly from one of the Customer Service Supervisors (Carly Ackerman if you're interested).

I then tried calling the 1-800 # and got a beligerant customer service rep who clearly was reading from a script basically telling me the same thing. Finally, when I asked for an address to follow up, I was given a generic address and was told it would take up to 2-3 months to receive a response!!!

Needless to say, given this experience, I would highly recommend NOT using Royal Caribbean. Clearly they are in it for the money and could care less about who their passengers are and how they treat them.
 

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