How do I get a complaint taken care of? No response since March 2007. Cruise to Caribbean. Bill Burnidge?

Question

We were on a Cruise to the Caribbean in March 2007. One of our ports was St. Martin and we had signed up for a tour of a so called Plantation. As it turned out, we saw a run down piece of property. The plants were overgrown or half dead. The plantation hose was not open to the public etc. When we got back on board ship I made a complaint to the people at the tour desk. I really didn't get a response at that time. I went back the next day and complained again and recommended that they take that tour of their itinerary. I was supposed to hear from someone after we got home but to this date I have heard nothing. I have been on a number of cruises with RCL and like the ships but, feel that I have been neglected regarding this complaint. Please investigate and contact me ASAP. Bill Burnidge [phone]

Answer 1

I know how you feel. I am trying to get a complaint taken care of myself from another cruise line. Here are a few suggestions if you haven't tried them. If you booked your cruise through a travel agent, contact them. Sometimes they have people they can call. If that doesn't work, try sending them an email through their website, or calling and asking for the department who handles complaints. I keep getting that they are not responsible for their excursions, but I don't believe that. I wouldn't give up. If you don't get anywhere, ask for names of higher up people. Hopefully they will get either tired of hearing from you or you will finally find someone willing to help. There has got to be one decent soul out there. I wish you the best of luck.

Answer 2

contact the tour company

and or royal carribbean cruise lines. good luck

Answer 3

I'd send to their CEO via fedex. If you do not get satisfaction,  I'd also dispute the charge with your credit card company.  Keep copies of your correspondence. A timeline of calls / your efforts to resolve the matter.    You need to do this asap.  there are some limits on how long you can dispute by credit card.

Good Luck to you.

Answer 4

Actually, the cruise line is not responsible for the tours but they should send some crew member undercover now and then to take the tour for the purpose of determining if it is enjoyable for guests.

I would suggest you contact RCL by phone to their customer relations line and explain it to them directly.  You may get a refund of the cost of the tour and you surely will get an apology.  Be nice to them and not nasty and you will get good service.

Answer 5

Call 1 - 800 - 256 - 6649. Press the appropriate prompts, speak with the post cruise customer service department.

Since the tour is independently operated, they may not be able to assist you but it's worth a shot.

Royal Caribbean has thousands of guests traveling each year. I'm sure they're not ignoring your complaint. Imagine the manpower it would take to call each and every person back that complained about dead plants on a plantation?

Really.

Answer 6

What's your complaint?

You went to the Plantation didn't you?

All excursions are at your own risk.

Answer 7

You need to direct your problem to the right person.  I suggest that you write to one or more members of the top management staff.  On a couple of our cruises we were not able to submit the cruise evaluation form that all passengers receive on the last day of the cruise.  So I brought it home, completed it and also wrote a letter to RC with some comments and complaints.  As I recall I sent the letter to the person whose name was on the evaluation form, Michael Bayley, who is one of RC's senior VP's.  One of his responsibilities is " including that of vice president of Total Guest Satisfaction".  I not only got a mail response but also phone calls from his office.  There is a page on the RC web site with officers listed.  You get to that page by clicking on the "OUR COMPANY" logo on the bottom of the RC page.  I suggest that you look at these pages, draft a letter with your concerns and send it to 3 or 4 of these people at RC corporate offices in Miami.

http://www.royalcaribbean.com/aboutus/ho...

http://www.royalcaribbean.com/ourCompany...

When RC or any cruise line runs a tour they are responsible for its content.  So you have a legitimate gripe.

Good luck.