Western Caribbean on the Voyager of the Seas 
By:  Alan & Pam Bassett
albassett@yahoo.com

This was the fifth cruise for us.  Previously we've been with Princess, Carnival and Celebrity Cruise lines.

It was exciting to be on Voyager of the Seas.  It is a gorgeous ship.  Our stateroom was on deck 9 and included a veranda.  I was pleased with the room, and the layout of the ship was nice.

I would give a good rating for the entertainment and available activities.  However the food was, at best, only average.  Food service in the beautiful dinning room was also below par with other cruises we've been on.

The biggest drawback to sailing with Royal Caribbean has been with customer service.  We've learned by experience that Royal Caribbean customer service for dealing with problems and/or complaints after your cruise is very, very POOR!

In our previous cruises we've never made a complaint with the cruise line.  I suppose most people will never need to contact the customer service department after a cruise.  However, if you do need to resolve a problem, then I hope you don't find yourself dealing with Royal Caribbean.

When we were registering at the pier prior to going aboard the ship we submitted our VISA card to obtain a Super Charge card for onboard charges (This is required).  After the agent processed our VISA she handed us the Super Charge card, but she didn't give us back the VISA.  In the excitement we didn't realize we were missing our VISA until a few days later when we needed it in Jamaica.  We immediately realized what had happened.

When we talked to someone in the pursers office onboard, we were told that the VISA would probably be waiting when we returned to Miami.

Back in Miami nobody at Royal Caribbean knew anything about our VISA.  We called our bank and discovered that charges in the Miami vicinity totaling about $1,500 were made during the week of our cruise.

Since our cruise we've found another former passenger on the same ship that had the same problem.

Royal Caribbean customer service has ignored our problem.  We've called on the phone (you'll hold for hours).  We've faxed information.  We've sent correspondence through the mail.  Nothing has given us any hope that the cruise line intends to investigate this matter.

After contacting the Better Business Bureau of Florida, we discovered that Royal Caribbean has an extremely poor record in resolving problems.  After the B.B.B tried to arbitrate a resolution without any response from the cruise line, we contacted the Florida Attorney General's Office.

The Attorney Generals Office indicated that they were investigating a complaint of fraud against Royal Caribbean, but they wouldn't disclose any details.

Florida Department of Consumer Services has sent letters to Royal Caribbean, but once again the cruise line simply ignores their requests.

In the final analysis we offer this friendly advice to those choosing to sail with Royal Caribbean ... BUYER BEWARE!  As for us, we'll never sail with them again. 

We would appreciate any comments from others.

Alan & Pam Bassett
albassett@yahoo.com 

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