Tried everything & We're at the end our rope. Can anyone help?

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Mar 21, 2015
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#1
Patrick Davis

Dear Earnest,

Thank you for your response following our phone conversation this morning.

Rest assured you have failed to restore our faith in Royal Caribbean. We disagree with you assertion our experience failed to constitute a "service failure" by Royal Caribbean. Your remorse does nothing to mitigate the extraordinary expenses your service failures cost us, and rest assured we have no intention of sailing with Royal Caribbean anytime in the future.

However we do want to thank you for agreeing to allow us to share our experience through social media.
To this end we would like to review the facts which are not in dispute.

1. We purchased a Caribbean cruise through Royal Caribbean. Included in our package was air transportation from Detroit to Houston and transfers to and from the cruise port and the airport.

2. We are not inexperienced cruisers. This cruise was our seventh, and our second with Royal Caribbean. We are not wealthy people. We have to scrimp, save and do without other things in order to afford a cruise. For this reason we are very cautious and detailed in our planning. This why we booked the air portion of our vacation with your Choice Air department. Allow me to share what is posted on your web site with regard to booking air travel with you via your Choice Air department.

" Book your airfare through Royal Caribbean with all the ease of an online travel site, plus our guarantee you’ll get the lowest airfares across major carriers. And enjoy the ChoiceAir benefits only we can offer. Like assured arrival to the ship in case of airline complications. Total flexibility to pick your preferred airlines and itineraries. And 24/7 support. Your perfect vacation sets sail soon. Make sure it starts the minute you take off."

"We have experts on hand monitoring your flights. If any delays or cancellations arise, we work quickly with the airline to get you on the next available flight so you make it to your ship on time."
"Our Royal Caribbean International Air Specialists are available 24/7 to ensure that your air travel is as care free as your cruise. Just call (800) 533-7803. They’ll do everything they can to assist you."
With those sorts of claims and assurances we felt very confident in entrusting Royal Caribbean's Choice Air department to make our travel arrangements.

3. Twenty four hours prior to our flight we travelled to Detroit. We checked in online. We purchased our luggage tags and checked in at a airport hotel. The next morning we arrived at our airport terminal one hour and fifteen minutes prior to our departure.

4. Unfortunately the airline mishandled our reservation and we were not allowed to board our scheduled flight. To their credit the airline admitted their failure, apologized and agreed to refund the cost of the flight to Royal Caribbean and the cost of our luggage tags and seat upgrades to us. The latter we purchased directly from the airline. Clearly the airline accepted responsibility for their failure. Unfortunately for us Royal Caribbean has chosen not to accept responsibility for what followed.

5. Immediately we made several phone calls to Royal Caribbean. The only option we were offered was to purchase airline tickets on another airline the next morning to Honduras at. Cost of $1200.00. We were told if we travelled to Honduras on Monday morning we could board our ship when it docked in Honduras on Wednesday. We were given no other choice. Royal Caribbean then asked for our credit card number and booked the air tickets to Honduras.

6. We asked Royal Caribbean if they could book or recommend a hotel in Honduras. We were told they would not do that. We asked if they could arrange transfers for us from the airport in Honduras to a hotel on Monday, and from a hotel in Honduras to the cruise port on Wednesday. They said they would call us back. The didn't. In fact the two phrases we heard most often from Royal Caribbean were, "You're outta luck" and "You're on your own." These were obviously not the responses we were hoping to hear.

7. We were able to book a medium priced hotel in Honduras at a cost of $365 through Travelocity. We took a taxi to our guarded hotel. On Wednesday we travelled by taxi to the cruise port. Within a short period of time we realized we were not going to the port by the same route that we were taken to the hotel on Monday. We became increasingly alarmed as were taken into very rundown frightening area where there were no tourists of any sort, finally arriving at a dead end street. Our taxi driver stopped the car and told us to get and walk with him to what he said was an immigration office, where we would have to "pay" to get our passports signed. The taxi driver took us to an empty shack, broken out windows and a crooked hand painted sign that read, "immigration." Now. I may be a hick from Canada but I even I knew this was not an immigration office. The taxi driver wanted our passports. Our luggage was in the trunk of his taxi two blocks away. My wife was crying. I suppose I had two options. I could fight and hand over our passports, or I could pay. Having spent 20 years on dialysis and undergone four kidney transplants I didn't give myself much of a chance in a physical fight, especially given the circumstances and so I paid.

8. Once on the ship I had a number of very cordial conversations with a customer service representative, but no real satisfaction. I was offered a 25% future cruise credit but I explained that given our experiences to date we were not too predisposed to sailing with Royal Caribbean in the future.

9. After returning home, and allow me to return briefly to point 4 above; I called Royal Caribbean and among my requests to them was that they contact the airline to request a refund. I was told Royal Caribbean could not do this for me, in spite of the fact that the tickets were purchased through Choice Air, I was therefore not the airline's customer and they were not likely deal with me. More about this in a moment. However imagine our utter dismay upon learning that the same airline had another flight leaving one hour later but would have gotten us to the cruise port in time for embarkation. And we subsequently learned it had seats available. And there was a third flight leaving 45 minutes after that one, which again would have got us to the cruise port in time.

So my question is, why were we not offered these flights, and I refer you to the promises and claims noted above from your Choice Air department? assured arrival to the ship in case of airline complications.... And 24/7 support..."We have experts on hand monitoring your flights. If any delays or cancellations arise, we work quickly with the airline to get you on the next available flight so you make it to your ship on time."... "Our Royal Caribbean International Air Specialists are available 24/7 to ensure that your air travel is as care free as your cruise

So what am I missing here? I didn't do anything wrong. Royal Caribbean didn't do anything they promised. Please explain to me how this does not constitute a service failure by Royal Caribbean?

Further, if this isn't a service failure please give me an example of what a service failure is. Royal Caribbean did not work with the airline to get us on the next available flight. And our travel was anything but care free. But for your failure to honour your commitments we would not be out of pocket $1200 for airline tickets; we would not be out of pocket $365 for a hotel in Honduras plus meals and expenses; we would not have been extorted for money and scared out of our lives in an Honduran ghetto and we would not be out of pocket more than $3000 for half a cruise.

Oh and another interesting fact we've since learned, did you know Honduras has the highest per capita murder rate in the world? Gotta say thanks for sending us there - sarcasm implied.

10. And now to make the whole ordeal even worse, today you advice me Choice Air does not intend to give us the refund the airline confirms they have sent you. Say what? I paid you for the original tickets. The airline sent you my refund. And now you are going to keep the refund as well? Isn't that collecting twice for the same thing? Now in Canada we have a legal principle called, "unjust enrichment." I happen to believe America is a great country with a fair legal system so I suspect you have the same concept. It simply means you can't collect twice for one service. But that is exactly what you are doing and I cannot imagine what possible justification you have for that, other than you're a big corporation and I'm just the dumb hick you duped

Oh well, live and learn.

Yours truly,
Patrick Davis
 
Sep 22, 2014
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#3
Patrick

Allow me to convey my sincere sympathy for the anguish you have suffered as a result of the airline transportion failure.

I do not wish to add to your understandable emotional turmoil. But, if we can be of assistance to you, I strongly urge you to deal with this problemwith your intelect, not emotions.

In that vein, I would suggest that a 10 point letter with a lengthy paragraph for each point is much too long to be effective in obtaining redress and resolution of your issues.

Also, try to separate out the issues and problems you encountered that were not directly caused by Royal Caribbean. (e.g. the potentially dangerous situation with the taxi driver is a serious problem directly line caused by the locality, not the cruise line.)

Try to remember the old adage: "you get more flies with honey than vinegar."
Hopefully, the well is not poisoned beyond repair.

Finally, do not over reach in your request for reimbursement, restitution, and complaint resolution. Ask for reimbursement of actual out of pocket expenses.

Let's try to start over from scratch.

Go to Elliott's Princess Contact List: http://elliott.org/company-contacts/royal-caribbean/

All contacts should be by email, starting with customer service. If you do not recieve a reply or postive response with in 7 days, escalate your request to the next level in the Corporate ladder.

Skip the initial complaint entry level and proceed to the first appeal level. Rewrite your email starting with an admission that you were a little overwrought in your initial contact and you will attempt to present your problem in a more business like manner.

Keep in mind the following modus opearandi:
* Make your request specific: (e.g. reimbursement of air fare)
* Be concise and do not ramble or run on with extraneous info.
* Use a bullet type presentation and avoid long paragraphs.

Before escalating to the next level post the current status so we can offer further timely advice.

Good luck.

John
 
Last edited:

jsn55

Verified Member
Dec 26, 2014
6,403
6,460
113
San Francisco
#4
OH. MY. GOSH. This is truly an amazing travel disaster story. With my sarcastic sense of humor, I enjoyed reading your letter. You didn't really send it, did you, Patrick? Seriously, Promal has highlighted the crux of the matter: why didn't you get on that airplane? I do hope you were not late checking in at the airport. Please come back to us with the answer, it seems that you have a very good case for compensation and we will help you get it. You belong in the Presidential Suite on RCI's next sailing ... gratis.
 
Mar 21, 2015
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#5
Patrick, what was mishandled with the initial reservation? That seems to be key info we are missing to put the rest of the the problem into some type of perspective where we can advise.
We went to the airport the day before after we had checked in online and purchased our luggage tags. We then checked in at an airport hotel. The next morning we got to the terminal an hour and fifteen minutes before departure. All we had to do was drop our bags and go through security. Apparently airline had weather-related cancellations the day before. Anyway it was chaos in the terminal and we got moved from line to line to line, each one refusing to take our bags until the last one who with 29 minutes to departure said we couldn't be checked in less than 30 minutes to departure. Yes exactly one minute. We pleaded with an airline supervisor. That's when we got our first, "you're outta luck." That's when we got on the phone to RCI...begged them to talk to the airline. They refused. Only when we got back did we learn airline had another flight leaving an hour later. This failure was the nexus for everything and expense that followed.
 
Mar 21, 2015
17
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#6
Patrick

Allow me to convey my sincere sympathy for the anguish you have suffered as a result of the airline transportion failure.

I do not wish to add to your understandable emotional turmoil. But, if we can be of assistance to you, I strongly urge you to deal with this problemwith your intelect, not emotions.

In that vein, I would suggest that a 10 point letter with a lengthy paragraph for each point is much too long to be effective in obtaining redress and resolution of your issues.

Also, try to separate out the issues and problems you encountered that were not directly caused by Royal Caribbean. (e.g. the potentially dangerous situation with the taxi driver is a serious problem directly line caused by the locality, not the cruise line.)

Try to remember the old adage: "you get more flies with honey than vinegar."
Hopefully, the well is not poisoned beyond repair.

Finally, do not over reach in your request for reimbursement, restitution, and complaint resolution. Ask for reimbursement of actual out of pocket expenses.

Let's try to start over from scratch.

Go to Elliott's Princess Contact List: http://elliott.org/company-contacts/royal-caribbean/

All contacts should be by email, starting with customer service. If you do not recieve a reply or postive response with in 7 days, escalate your request to the next level in the Corporate ladder.

Skip the initial complaint entry level and proceed to the first appeal level. Rewrite your email starting with an admission that you were a little overwrought in your initial contact and you will attempt to present your problem in a more business like manner.

Keep in mind the following modus opearandi:
* Make your request specific: (e.g. reimbursement of air fare)
* Be concise and do not ramble or run on with extraneous info.
* Use a bullet type presentation and avoid long paragraphs.

Before escalating to the next level post the current status so we can offer further timely advice.

Good luck.

John
Thanks. All very valid. I work for a politician and it's the same advice I always give my staff. Honestly the emotion didn't come out until RCI hit us with the coup des gras. What I posted followed a number of phone calls and emails with the airline and RCI. RCI's final response is a flat no. In addition they claim the right to keep the airline refund that I had to get mysel "for not complying with terms of the itinerary." whatever that is supposed to mean.
 

JVillegirl541

Verified Member
Nov 21, 2014
3,233
3,126
113
#7
Did I miss the actual routing? It seems this was an International departure from somewhere in Canada to ?
Maybe I just missed it. But could you tell us your origin and what airports this denial happened in?

Sorry if you have already shared these details.
 
Likes: Grant Ritchie
Mar 21, 2015
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#8
Did I miss the actual routing? It seems this was an International departure from somewhere in Canada to ?
Maybe I just missed it. But could you tell us your origin and what airports this denial happened in?

Sorry if you have already shared these details.
We live in Ontario, drove our car across the border to Detroit, stayed at an airport hotel and took hotel shuttle to terminal. Thanks
 

JVillegirl541

Verified Member
Nov 21, 2014
3,233
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#9
Ok so your route was Detroit to Miami??. Sorry I'm trying to understand if you missed an International flight, please your flight was ???? As missing a flight that was domestic vs international is a whole other issue. So it is helpful to have further details.

Route Detroit to? The airline involved.... The missing details could be important.
 
Likes: Grant Ritchie

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
12,019
12,251
113
New York
www.promalvacations.com
#10
We went to the airport the day before after we had checked in online and purchased our luggage tags. We then checked in at an airport hotel. The next morning we got to the terminal an hour and fifteen minutes before departure. All we had to do was drop our bags and go through security. Apparently airline had weather-related cancellations the day before. Anyway it was chaos in the terminal and we got moved from line to line to line, each one refusing to take our bags until the last one who with 29 minutes to departure said we couldn't be checked in less than 30 minutes to departure. Yes exactly one minute. We pleaded with an airline supervisor. That's when we got our first, "you're outta luck." That's when we got on the phone to RCI...begged them to talk to the airline. They refused. Only when we got back did we learn airline had another flight leaving an hour later. This failure was the nexus for everything and expense that followed.
This story has me scratching my head because it doesn't make sense and has contradicting information. It appears you arrived at the airport too late, so the airline really didn't mishandle your booking. But then I am curious about your statement that the airline admitted their failure, because if it was at fault, they should have rebooked your tickets at no charge. When the airline errs and you say they admitted their errors, they wouldn't go back to Royal, they would rebook you. What airline was this?
Here is what AA recommends for check in time:

Arrival at the Airport
Please review the suggestions so that you have enough time to catch your flight. In addition, you can check the latest travel alerts to learn about circumstances that could affect schedules, airport operation and parking as well as flight status information for gates and times.

Within the U.S. as well as flights to Hawaii, Puerto Rico, and the U.S. Virgin Islands check in:

  • At least 60 minutes prior to departure if not checking bags
  • At least 90 minutes prior to departure when checking bags
Departing Hawaii and the U.S. Virgin Islands check in:

  • At least two hours prior to departure
  • Exception for Honolulu (HNL) - Two and a half hours prior to departure
For flights to international destinations check in:

  • At least two hours prior to departure to complete all necessary international requirements
I am not certain what you mean that you "purchased your luggage tags". What it sounds like is your printed your boarding passes and luggage tags the day before, is that correct? But even so, that doesn't mean you are actually "checked in". You aren't checked in until you have your bags collected. We tell clients to arrive at least 2 hours before their flight is to leave for domestic flights and 3 hours for international. That time recommendation is meant for cases like this when there can be substantial delays at an airport due to circumstances beyond the airlines control, like weather delays. The airlines usually close off check in one hour before the flight leaves for international air and 30 minutes before domestic. At the airports here in NY, when there are problems like this staff usually walks around the lines looking for those passengers who are close to the check in cutoff and pulls them up to the front.

If the airline truly admitted errors, they are the ones who should have rebooked your tickets at no charge. It really isn't Royals problem that you didn't get checked in on time and missed the flight and thus not the responsibility of Royal to get you to the port. Had it been a problem with a plane or canceled flight, they would have helped. I thought this might be the case because I have never had a problem with a cruise line helping when there was an issue that was the fault of the airline. Travel insurance also doesn't cover any of this if you arrive too late for flights either.

And the issues that ensued after were a result of arriving too late - or whatever the airline said and again, it should be the airline who would reimburse you. Again, Royal would usually help in cases like this with getting you new flights and a hotel (so would your travel agent if you had used one) again if the reason for the original problem was a result of flight delays or weather delay. But please know, without insurance they would not be responsible for paying for your hotel- thats what the right travel insurance is for.

A normal procedure to get you to join your cruise in cases like this is that you fly to the first port of call. For you that happened to be Honduras, but that is the cruise itinerary you chose.

Knowing these details it's my thought you should be going through the airline, not Royal. The airline is passing the buck because it shouldn't matter how you purchased the tickets if you missing your flight was a result of their negligence.

I am also at a loss about the airline admitting it was their problem. If you have something in writing from the airline saying they erred, I would also pursue a refund for your new tickets from them using the contact list in John's link.

As far as Choice Air refunding, what usually happens is the a future airline credit is given in cases like yours, not a refund. You should go back to the airline and find out what they sent.

I'd love to read all the emails to and from all parties because I feel like something is still missing.

Good luck with this. I would love to hear the final outcome.
 
Mar 21, 2015
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#11
Ok so your route was Detroit to Miami??. Sorry I'm trying to understand if you missed an International flight, please your flight was ???? As missing a flight that was domestic vs international is a whole other issue. So it is helpful to have further details.

Route Detroit to? The airline involved.... The missing details could be important.
Sure...the flight was on Delta from Detroit to Houston then by ground to Galveston for embarkation. The itinerary was Roatan on Wednesday, (which was when we were finally able to board) to Belize on Thursday to Cozumel on Friday and return to Galveston on Sunday and then by air back to Detroit.

One thing which puzzles me is the use of the term "missing a flight" and it's derivations which all seem to imply some negligence on our part. Let me assure all we did everything correctly. We know this airline, we know the terminal and we know the process. We checked in online 24 hours andprinted our boarding passes 24 hours before the flight, (as soon as online chech in was available). We paid our checked luggage fees at the same time. We had upgraded our seats three weeks before the flight. We had purchased the cruise package eight months before. We booked and stayed at a hotel airport the night before departure. We booked our airport shuttle for 7:00 AM. We arrived at the terminal at 7:35 for an 8:50 flight. Upon arrival at the terminal we attempted to go to the Delta domestic check in which is to the left. We were redirected to the check in lanes on the right. When we got to the front of that line we were redirected to the Sky Priority line. When we got to the front of that line were redirected to the domestic check in where were first attempted to go. We run to that line. There are just two lines open and there are 40-50 people in line ahead of us. Time is becoming a concern. I go to the front of the line and I offer the guy at the front $20 to let me speak quickly to the agent. He said go ahead but would not take the 20. I explain to the agent there are only two lines and a lot of people. She tells me to get back in line. I see a Delta supervisor so I run over to her and ask for help because I am going to miss the flight and I've been sent from line to line to line. She says, "so is everyone else in your line so get back in line." So I get back in line whete I had left my wife. By now it's 40 minutes to flight and I know there is no way we're going to make it. All of a sudden an airport official shows up and tells all of us the back of the line there is no one in line at the Sky Cap Desk outside. So we charge outside but the time we get there two people are ahead of us. They are wrapping a cardboard box with tape over and over again. Finally I get to the agent and that's when I'm told we're a minute too late. Back we go to the same supervisor. We ask her what she can do? Nothing. We ask if there is another flight? Even though we find out later there was.can she find out if there are flights on another airline? We don't do that.

So I make the first of what will be several calls to RCI to Emergency Travel, to Choice Air to Customer Relations. I'm begging them to call Delta. Nope, they say that's up to you. Can you get us on any flight to Houston today so we don't miss the cruise? Nothing. The ONLY option they give us is $1200 and fly to Honduras Monday morning and wait for the ship to arrive on Wednesday. So I say okay.

When it was all said and done here are the two emails from Delta.

Hello Patrick ,
RE: Case Number ##########
Our goal is to provide consistent and accurate information to our passengers and we expect our agents to be helpful and professional at all times. However, I see that this didn’t happen to you and I’m sorry for that. I realize you didn’t receive proper information at the check-in counter causing you to miss your flight. It is concerning to know that you were not provided with another flight or any other option and our supervisor couldn’t help, causing you to miss your cruise. We understand timing is everything and I can understand your disappointment with our check-in guidelines.

Hello Patrick
RE: Case Number ##########

I’m happy to help with your request regarding a refund.

A refund for you

We processed a refund on March 9, 2015 as follows.

Ticket Number/Amount/Form of Payment

0067433340951/4128.00/Travel Planner-0016

0068261899587/$60.00/Visa-****

0060143258969/$29.00/Visa-*****

0067433340952/$128.00/Travel Planner-0016

0060143258970/$29.00/Visa - *****

0068261499653/$25.00/Visa-*****

We appreciate your b

Regards,
Chreese

Refund Solutions Specialist

We did what we were supposed to do. Also please note per the refund above the checked luggage and seat upgrade fees were refunded to my VISA. However the ticket refunds were sent to RCI on March 9.

That's about as much detail as I can provide. Thanks
 
Mar 21, 2015
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#12
This story has me scratching my head because it doesn't make sense and has contradicting information. It appears you arrived at the airport too late, so the airline really didn't mishandle your booking. But then I am curious about your statement that the airline admitted their failure, because if it was at fault, they should have rebooked your tickets at no charge. When the airline errs and you say they admitted their errors, they wouldn't go back to Royal, they would rebook you. What airline was this?
Here is what AA recommends for check in time:

Arrival at the Airport
Please review the suggestions so that you have enough time to catch your flight. In addition, you can check the latest travel alerts to learn about circumstances that could affect schedules, airport operation and parking as well as flight status information for gates and times.

Within the U.S. as well as flights to Hawaii, Puerto Rico, and the U.S. Virgin Islands check in:

  • At least 60 minutes prior to departure if not checking bags
  • At least 90 minutes prior to departure when checking bags
Departing Hawaii and the U.S. Virgin Islands check in:

  • At least two hours prior to departure
  • Exception for Honolulu (HNL) - Two and a half hours prior to departure
For flights to international destinations check in:

  • At least two hours prior to departure to complete all necessary international requirements
I am not certain what you mean that you "purchased your luggage tags". What it sounds like is your printed your boarding passes and luggage tags the day before, is that correct? But even so, that doesn't mean you are actually "checked in". You aren't checked in until you have your bags collected. We tell clients to arrive at least 2 hours before their flight is to leave for domestic flights and 3 hours for international. That time recommendation is meant for cases like this when there can be substantial delays at an airport due to circumstances beyond the airlines control, like weather delays. The airlines usually close off check in one hour before the flight leaves for international air and 30 minutes before domestic. At the airports here in NY, when there are problems like this staff usually walks around the lines looking for those passengers who are close to the check in cutoff and pulls them up to the front.

If the airline truly admitted errors, they are the ones who should have rebooked your tickets at no charge. It really isn't Royals problem that you didn't get checked in on time and missed the flight and thus not the responsibility of Royal to get you to the port. Had it been a problem with a plane or canceled flight, they would have helped. I thought this might be the case because I have never had a problem with a cruise line helping when there was an issue that was the fault of the airline. Travel insurance also doesn't cover any of this if you arrive too late for flights either.

And the issues that ensued after were a result of arriving too late - or whatever the airline said and again, it should be the airline who would reimburse you. Again, Royal would usually help in cases like this with getting you new flights and a hotel (so would your travel agent if you had used one) again if the reason for the original problem was a result of flight delays or weather delay. But please know, without insurance they would not be responsible for paying for your hotel- thats what the right travel insurance is for.

A normal procedure to get you to join your cruise in cases like this is that you fly to the first port of call. For you that happened to be Honduras, but that is the cruise itinerary you chose.

Knowing these details it's my thought you should be going through the airline, not Royal. The airline is passing the buck because it shouldn't matter how you purchased the tickets if you missing your flight was a result of their negligence.

I am also at a loss about the airline admitting it was their problem. If you have something in writing from the airline saying they erred, I would also pursue a refund for your new tickets from them using the contact list in John's link.

As far as Choice Air refunding, what usually happens is the a future airline credit is given in cases like yours, not a refund. You should go back to the airline and find out what they sent.

I'd love to read all the emails to and from all parties because I feel like something is still missing.

Good luck with this. I would love to hear the final outcome.
So please the details in my response to JVGirl below. This was a classic Catch 22. Delta was telling me I wasn't their customer because RCI bought the tickets. RCI is telling me I have to deal with Delta. All I know is that I purchased the flights from Choice Air who, via their s tatements committed to do certain things. They didn't. They didn't call Delta. As we learned later there were two other Delta flights, one leaving in an hour which would have got isto Houston in time. And it is this failure I submit is the nexus for everything which followed. Had they Choice Air, a Emergency Travel or anyone else at RCI got us on either of those flights, there would have been no extra night in Detroit hotel, no AA tickets the next day to Honduras, no hotel, meal or extortion costs...nothing! We would/should have embarked with everyone else on day one. Someone posted here not to get emotional and I haven't. By nature I'm a calm person. But as I've said, my wife and I are not rich. I work in government and my wife is a p/t church secretary. We're approaching retirement. We scrimp and save for one vacation a year and since 2007 when she gave me one of her kidneys for a transplant that has been cruising. We paid &3100 for this cruise. The circus which ensued cost us close to another $2800 that we did not have. I've done everything I can to get satisfaction. I've spent hours and hours on the phone and writing emails, never once raising my voice. I challenge RCI who record all the phone conversations and emails to release them to this site to verify what I've said. But Ive had it. No more for me. I'm done with this issue and I most assuredly am done with cruising, which really is a pity. We loved the romance of it, the dining, the dressing up, the ports of call. Thank you al for your time and words of counsel. But the players are all too big for me.
 
Mar 21, 2015
17
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#13
Patrick, what was mishandled with the initial reservation? That seems to be key info we are missing to put the rest of the the problem into some type of perspective where we can advise.
Sorry I'm not quite used to the forum format so in case I left your questions unanswered the information isto idled in other detailed responses. Thank you.
 

JVillegirl541

Verified Member
Nov 21, 2014
3,233
3,126
113
#14
Ok now we are getting some where and what happens is making some sense! Thanks for filing in the real details, your original posts did not give a complete picture.

Now to the refunds, has the cruise line refunded the portion that appears to have been returned to RCI... If those just went to RCI on March 9 they may only just now beginning there journey back to you.
 

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
12,019
12,251
113
New York
www.promalvacations.com
#15
Patrick, this is exactly what we needed to see. It seems that Delta bears the responsibility here and admitted it. I would continue to pursue it with Delta. It is beyond me that they left this as is, too.

However, I see that this didn’t happen to you and I’m sorry for that. I realize you didn’t receive proper information at the check-in counter causing you to miss your flight. It is concerning to know that you were not provided with another flight or any other option and our supervisor couldn’t help, causing you to miss your cruise. We understand timing is everything and I can understand your disappointment with our check-in guidelines.

I would write back to them and advise that because of their error, they should have rebooked you at no charge and you are requesting a refund of the difference between the price of the original flights and the new ones (since Royal should be providing that refund to you) and you are also requesting re-imbursement of the expenses you had for the hotel and transfers. This should have absolutely nothing to do with who booked your air - Delta made the mistake and admitted it.

Give them a week to get back to you. If they don't or you don't like what they have to say, escalate your appeal to the executives you'll find listed here:

http://elliott.org/company-contacts/delta-airlines/
Send short, polite emails to, one by one, with a week between each, both Primary Contacts, both Secondary Contacts, and the Chief Executive.

Save all your correspondence and if you don't receive satisfaction, feel free to submit your case to Chris for review by completing and submitting the "Help" form you'll find here:

http://elliott.org/help/

Good luck and thank you for giving us the information we need. I hope you are successful.
 
Likes: Grant Ritchie
Sep 22, 2014
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#16
Patrick
I'm sorry if the multiple posts of advice from our various staff members has made your burden greater than when you first asked for help. Sometimes, even we, forget the olde addage: KISS.

So, as a fellow government careerist (retired, thank God), allow me to refer you back to the my original post which proposed a simple course of action which may ultimately be successful.
You and I understand the importance of pushing the message right up till election day to turn defeat into victory.

If that is not the case, your final step is:
Save all your correspondence and submit your case to Chris for for his personal assistance by completing and submitting the "Help" form you'll find here:

http://elliott.org/help/

Keep Faith,

John
 
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Mar 21, 2015
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#17
Ok now we are getting some where and what happens is making some sense! Thanks for filing in the real details, your original posts did not give a complete picture.

Now to the refunds, has the cruise line refunded the portion that appears to have been returned to RCI... If those just went to RCI on March 9 they may only just now beginning there journey back to you.
There is a 1000 word limit so Inhad to edit....a lot :) RCI was sent the refund for the ticket portion but they are not going to return it to us...they explained why but it was just jibberish and made no sense at all
 

JVillegirl541

Verified Member
Nov 21, 2014
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#18
They explained why??? Share the "jibberish" as that's the kind of info we can use to fix this mess!!!

Once again the way to assistance is thru information. Did they respond in writing because that is what we need!!

Time to stay completely off the phone...
 
Likes: Grant Ritchie
Mar 21, 2015
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#19
Dear Mr. Davis:

We have received your e-mail regarding your cruise vacation on the Navigator of the Seas. Please accept my apologies for the delay in our response. I appreciate this opportunity to help you with your concerns.

When we make the decision to offer compensation, our goal is to regain our guests’ faith in our company, faith that was lost due to our service failure. As this was not our service failure, I regret there will be no remuneration for the issues brought to our attention on numerous times. Rest assured, I have fully reviewed the situation, and I am remorseful you were unable to fully enjoy your cruise experience, extending our apologies that there will be no compensation. We are sorry for any disappointment with our final decision.

Mr. Davis, we realize we must earn your business by providing the best possible service both on and off our ships. We truly hope to have the opportunity of welcoming you and Mrs. Davis back again.

Sincerely,



Ernest Garcia
Corporate Guest Relations Advocate
 
Sep 22, 2014
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#20
Patrick

Taking everything you have written into consideration, did you follow my advice ?:
Keep in mind the following modus opearandi:
* Make your request specific: (e.g. reimbursement of air fare)
* Be concise and do not ramble or run on with extraneous info.
* Use a bullet type presentation and avoid long paragraphs.
If so, what what was (were) your specific request(s) ?
In my opinion:
1. If the Airline believed they were sufficiently at fault that they refunded the fare to Royal Caribbean, you are entitled to that money.
2. Since, you chose to cut your check in time very close, I think you may bear some responsiblity for the resulting hotel bill. But, I do believe it's worth asking for reimbursement and acceptance as a gift if offered.
3. I do not believe you are entitiled to compensation for the scary moments in the night time taxi ride.​

If your posts are indicative of your writting style:
you are having trouble being concise and editing out extraneous info and
you have not used a bullet or outline style of presentation.​

I urge you to prepare an appeal following all of these reommendations to the next level person found on the Elliott Contact List for Royal Caribbean.