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If something went wrong during your Royal Caribbean cruise, you have several ways to raise a complaint. The best approach depends on whether you are still onboard or have already returned home.
Royal Caribbean recommends raising problems while you are still on the ship so its team has an opportunity to address them during the cruise. You can speak with staff or visit the Guest Services Desk onboard. After your cruise, Royal Caribbean provides post-cruise assistance through its customer-service channels and also sends guests a satisfaction survey.
For a post-cruise complaint in the United States, Royal Caribbean currently lists 1-800-256-6649 for post-cruise assistance and provides royalguestrelations@rccl.com for feedback concerning a recent cruise.
You can generally follow these steps:
The most important point is timing. If you are experiencing a problem during the cruise, do not wait until you return home if it can be addressed onboard.
The Guest Services Desk is the first practical place to raise a complaint while onboard. Royal Caribbean specifically says guests can use Guest Services to ask questions and provide feedback.
Explain the issue clearly and give the staff enough information to understand what happened.
For example, instead of saying:
"The service was terrible."
explain:
A specific complaint is easier for staff to investigate than a general expression of dissatisfaction.
For some problems, the quickest solution may be to speak directly with the department involved. Royal Caribbean says guests can provide feedback to members of its staff while onboard.
For example, depending on the issue, you may need to speak with:
If the issue cannot be resolved at that level, ask Guest Services what the next appropriate step is.
If you have already returned home, Royal Caribbean provides a Post Cruise Assistance contact option.
For U.S. guests, Royal Caribbean currently lists:
Royal Caribbean's official contact page also allows customers to submit an online message by entering information such as their name, email address, phone number, country, ship, topic, sail date, reservation number and a description of the issue.
Royal Caribbean operates internationally, so the appropriate contact details can differ depending on where you booked or the applicable booking conditions.
For example, Royal Caribbean's UK booking conditions list CustomerRelationsUK@rccl.com and 0344 493 2063 for complaints after a holiday. Those conditions also state that complaints should include the booking reference and full details.
Therefore, if you are outside the United States, check Royal Caribbean's regional contact information and the booking conditions that apply to your reservation rather than automatically using a U.S. contact number.
A well-organized complaint gives Royal Caribbean enough information to identify your booking and investigate the issue.
Include:
A simple timeline can make your complaint much clearer.
For example:
This approach gives the customer-relations team a clear picture of what happened and what was already done.
You can explain the resolution you believe would be appropriate, but avoid assuming that every complaint automatically qualifies for compensation.
Your request should relate directly to the problem.
Depending on the circumstances, you might ask Royal Caribbean to:
If you are requesting reimbursement, explain the amount and provide supporting documentation where applicable.
Evidence can make your complaint more useful, particularly when the issue involves a charge, damaged property, service failure or a specific incident.
Depending on the situation, retain:
Royal Caribbean says guests can request a post-cruise copy of their folio through its guest-relations contact information, which can be useful when checking disputed onboard charges.
Another way to provide feedback is through Royal Caribbean's post-cruise guest satisfaction survey.
Royal Caribbean says the survey is emailed after the sailing to the email address on file. The company identifies the sender as royalcaribbean@express.medallia.com, and says the survey is managed by Medallia.
The survey is useful for documenting your overall experience, but if you have a specific unresolved issue requiring individual assistance, contacting post-cruise customer support directly may be more appropriate.
If Guest Services cannot resolve your issue, make a note of what happened before you leave the ship.
Record:
You can then include this information in your post-cruise complaint.
This is particularly helpful because it demonstrates that you gave Royal Caribbean an opportunity to address the issue while you were onboard.
Accessibility-related concerns can require a different process.
Royal Caribbean states that its Complaint Resolution Officials (CROs) are trained regarding applicable U.S. Department of Transportation disability regulations and Royal Caribbean's accessibility policies. CROs are available at U.S. ports of departure and at the Guest Relations Desk onboard its ships.
If your complaint concerns accessibility or disability-related assistance, ask for a CRO when appropriate.
If your complaint relates to an onboard purchase, identify the purchase clearly in your communication.
Include:
Royal Caribbean's post-cruise information provides separate guidance for questions involving onboard purchases, including art and spa-related purchases.
Explain whether the excursion was booked directly through Royal Caribbean or involved another supplier.
Give details such as:
This distinction can help determine which party needs to investigate the complaint.
State the facts rather than relying on general statements.
Instead of saying that "everything was bad," identify the particular service failure.
A calm, factual complaint is generally easier for a customer-service representative to evaluate.
If you want a charge reviewed, say so. If you want an explanation, request one. If you are asking for compensation, explain why you believe it is appropriate.
Do not overwhelm the complaint with unnecessary material. Include documents that directly support your claim.
Save your original complaint and subsequent correspondence. This creates a useful record if you need to follow up.
There is no benefit to making a complaint unnecessarily long.
A strong complaint can usually be organized into four parts:
1. Identification:Give your name, booking number, ship and sailing date.
2. Problem:Explain exactly what happened.
3. Previous action:Describe how you reported the issue onboard and what response you received.
4. Requested resolution:Explain what you would like Royal Caribbean to do.
This structure makes the complaint easier to understand and keeps the focus on the issue.
Deadlines can depend on the applicable booking conditions, the type of complaint and the country or region associated with the booking.
For example, Royal Caribbean's UK booking conditions currently state that certain complaints should be submitted within 28 days of returning from the holiday, unless another time limit applies. They also specify requirements concerning the booking reference and who may submit a complaint on behalf of other travelers.
Because deadlines can differ, check the terms and conditions applicable to your booking and submit complaints as soon as possible.
This can depend on the applicable booking conditions.
Royal Caribbean's UK terms, for example, state that complaints are accepted from the lead name on the booking. If someone submits a complaint for other members of the traveling party, the terms require additional information and authorization.
If you are complaining on behalf of another passenger, check the terms applicable to your booking before submitting the complaint.
Avoid these common problems:
The strongest complaints are factual, organized and supported by relevant information.
If you are onboard, report the problem to the Guest Services Desk or relevant staff member. After your cruise, you can contact Royal Caribbean's post-cruise assistance team or submit feedback through its official contact channels.
For U.S. customers, Royal Caribbean currently lists 1-800-256-6649 for post-cruise assistance. Its contact page provides additional regional numbers for customers outside the U.S. and Canada.
Yes. Royal Caribbean currently lists royalguestrelations@rccl.com for feedback concerning a recent cruise. Regional markets may have different email addresses, so check the applicable Royal Caribbean contact page or booking conditions.
Yes. Royal Caribbean specifically directs guests to the Guest Services Desk onboard for questions and feedback. Reporting the problem during the cruise gives the company an opportunity to attempt to resolve it before you disembark.
Yes. Royal Caribbean provides post-cruise assistance and accepts feedback about recent cruise experiences. You can also receive a post-cruise guest satisfaction survey by email.
Include your name, booking reference, ship, sailing date, details of the incident, when and where it happened, previous attempts to resolve it and any supporting documentation.
Royal Caribbean says it welcomes both positive and constructive feedback concerning recent sailings. It also states that post-cruise guest satisfaction surveys are reviewed at different levels of the organization.
You can explain the resolution you are seeking, including a request for a refund or other remedy when appropriate. Whether compensation is available depends on the circumstances, applicable terms and Royal Caribbean's assessment of the issue.
Ask for a Complaint Resolution Official if you have a disability-related concern requiring assistance. Royal Caribbean says CROs are available at U.S. departure ports and onboard ships.
Keep your travel agent informed if the issue concerns a booking they handled. Depending on the issue and booking arrangements, the agent may also be able to assist with communication.
Filing a complaint with Royal Caribbean is easiest when you report the problem promptly, provide clear facts and keep your booking information and supporting evidence available.
If you are still onboard, start with the Guest Services Desk and give Royal Caribbean a chance to resolve the issue. If you have already returned home, use the company's post-cruise assistance or guest-relations channels and provide a concise account of what happened.
Most importantly, check the terms that apply to your particular booking, especially if your complaint involves a formal claim or a deadline. Acting promptly and keeping good records can make the complaint process considerably easier.
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