Number of Cruises: 1
Cruise Line: Royal Caribbean
Ship: Mariner of the Seas
Sailing Date: November 12th, 2006
Itinerary: Western Caribbean
We have an 8 year old, and the Aquanaughts program is excellent.
Contrary to some folks experience I found
Royal's pre-boat customer service terrible. Our plane was delayed 4 hours, but
even so we arrived at the port at 5pm. The departure time was at 5pm. I was in
constant telephone contact with Royal via telephone from 1pm to let them know
our status. At 4:40pm the Royal operator told us the boat had left. Even though
we pleaded with her she did nothing to help or contact the ship. In fact she
lied. We arrived at the port at 4:50pm and the boat was still there.
Unfortunately port security had already closed the gates and would not let us
pass. We watched the Mariner sail away.
Don't get me wrong once we got on the ship in St. Thomas the crew was fantastic. But word to the wise is try to fly in the day before + that based on my experience with Royal's customer service I believe it to be terrible.
Now for some more positive feedback;
1- WestJet that created the delay has FANTASTIC customer Service. Once we watched the ship sail away we called them desperate for help. Janice and crew were AWESOME!!!!. They got us a hotel in Orlando, Airline tickets to St. Thomas, two nights stay in St. Thomas, and covered all the costs along with transportation, and meal costs. PLUS they gave us a partial credit for use of a future flight. Would we pick WestJet next time? YOU BET!
2- www.transportationflorida.com or Sunshine Florida Transportation were unbelievably GREAT. We phoned them and kept them in the loop about our delays. Not only did John (owner\driver) wait for us. He literally ran through the airport with our bags to the van to try and get us there on time. He was empathetic and helpful. He stayed with us the entire time. Drove us around until WestJet rescued us and did not charge us as much as he could have. HIGHLY RECOMMENDED!
Although Royal's customer service was terrible, Sunshine Florida Transportation & WestJet showed us what real customer service was like.... Especially when you really need it.