I purchased an alaska cruisetour on Radiance of the Seas for my parents as a christmas present. Friday, there were a problem with their flight and they were told by Royal Caribbean they would be unable to make their boat and needed to be rebooked. RC booked them on a shorter cheaper cruise without a landtour and fined them 1200 bucks for not taking the landtour RC refused to rebook.
I paid 2800 bucks for a specific room, specific deck, specific cruise because my parents are elderly. RC states it was their fault for missing the boat, the vacation protection plan I paid for doesn't mean RC can't fine you for not taking part of the cruise and their will be no refund. RC refused to talk with me about the account as I am not named on the account. Funny because up until I raised the problem of a refund they were very happy to chat with me, take my credit card, etc. They refused to let me speak with a manager or supervisor stating they could not transfer me. They refused to let me talk with someone in resolutions department and stated there was no direct line. They promised someone in resolutions would call me back the same day, but they never did. They told me to file a insurance claim, stated there was no clause to help them catch up to the boat even though there is, etc.
They refused to call my parents and get permission to speak with me. They forced me to call the ship at 8 bucks a minute to try to get into touch with them, etc.
This company and its customer service are terrible. What kind of modern company can't transfer a call. They refuse to give a refund, and are pocketing money by sending my parents on a cheaper vacation.
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