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Embarkation/Disembarkation problems (and others) on Vision of the Seas
I thought it was important that I post the letter I sent to RCCL and
their subsequent reply. Obviously they have some work to do. Gazza Dear Mr. Fain, My family of twelve were passengers on the December 23, 2005 sailing on the Vision of the Seas This cruise was chosen to celebrate my in-law's 60th wedding anniversary. I am writing this letter to identify problems that occurred in both the embarkation, the end of the cruise and disembarkation. Embarkation On December 23rd we were met at LAX by the RCCL air/sea representatives who took us out to the bus. Once on the bus that ended the participation of the RCCL and we did not see another representative until check-in. Upon arriving at the pier our bags were offloaded onto the curb. We saw no stevedores to take our bags to the arrival area and two reps (I assume they were reps, they had no badges on) came up and argued; one saying that we should carry our own bags to a long line and they would be taken by the stevedores, the other argued that we "should leave our bags here and he would watch them" and "when stevedores become available our bags would be taken care of." We were also told that there was another ship in town and there were not enough stevedores to handle both ships. Half of our group opted to take their bags and stand in line. I opted to leave my bags on the sidewalk. I walked in the embarkation hall and was sent to a line because I had forgotten my already filled out information to get the Sea Pass (it had nobody in line) and the rest of my family was sent to another line (which had approximately 20 people in line). These were the only two lines at check-in. I waited for 10 minutes while a position opened. The person that eventually checked me in was just setting up (and was having problems with her computer), even though check-in had started well over an hour before. Check-in took about 10 minutes and when I looked back the other line had not moved (so that meant at least 20 minutes). The rest of my family got to the cleared embarkation area about 45 minutes later...and they already had filled out their information for their Sea Pass beforehand. It turned out that no one was directing the lines and the line I was in kept being helped before the other line and this continued for some time before the line complained. While sitting in the embarkation area (approximately one hour later) I received a call from my niece who drove up and saw our bags sitting on the sidewalk unattended. This being the time of security I was shocked that this was allowed. I found a RCCL rep who got on the phone to tell someone to take care of our bags. I have no idea if this took place in a timely manner. I did get my bags approximately 8:00 PM. Filthy Ship After New Year's Eve everything went downhill. Since the Vision of the Seas was going into dry dock in a couple of days I guess it didn't matter that there were passengers on board. Carpet's had leftover confetti on the floor until disembarkation two days later. The night before arrival into LAX we could not get the specialty drinks we wanted because everything had been boxed away so they could get a head start on dry dock. Disembarkation I do not really know where to start with this botched, incompetent and dangerous disembarkation. I guess I'll start at the beginning. We arrived at San Pedro on time at 6:00. My wife and I went to breakfast at 6:00, knowing we would be disembarked by 9:00 at the latest (as per RCCL docs handed out the night before). We headed up the public area designated for our group at 8:00. The express group disembarked first and things seemed to be moving slow. Someone continued to come on the PA to tell people that immigration officials would not clear the ship until everyone moved away from the gangways. Your repeat passengers were then disembarked and things came to a halt. No one came on the PA to tell us what the delay was. Approximately 9:30 the people that had paid for your City Tour were let off. A little while later the group that was supposed to disembark after us was allowed to go off. This is where things came to a halt. My group was with your air/sea passengers. My thought is that this group is your bread and butter, they have booked with you and they should be handled differently. Nothing could be so far from the truth (see Embarkation above). No one came on the PA to tell us anything until 11:00. The cruise director told us that the inclement weather had caused damage to gangway, although after more than 100 cruises I had never seen this before. The CD said they should have it secured in approximately 10 minutes. No other announcements were made until our group was called at 12:00. The group had been split into 4 and included only the air/sea passengers. We were called all at once! People ran for the stairways because all of these people needed to catch flights. Panic was in the air and the staircases became extremely crowded and claustrophobic. My wife was terrified because she was afraid to be trampled. I should have told her "don't worry, this is nothing compared to what is ahead of us". There must have been at least 500 people left off at the same time and they hit the area with the bags all at the same time. Even though we were all segmented into 4 groups with the same color, the bags were not sorted in this manner. In fact there were no signs directing you to the color. The situation was again dangerous at best. Elderly people were struggling to stay together and find their bags. My three year old granddaughter had to be moved off to the side and watched because of this situation. People were screaming to find each other and their bags. Once they found them they had to get into a customs line which snaked through the still unclaimed bags. The few stevedores that were available struggled to wind their way through the madness. In the end I gathered my family off to the side and waited for the majority of the group to leave, afraid that they would allow another group off and start the chaos again. I saw many people in with colors that were supposed to disembark much later than us finding their luggage. I should have known. The colors don't mean a thing when no one controlling the disembarkation. Not one RCCL rep in site. We found a stevedore to help us with our 14 bags and he took us towards the bus area. Hundreds of people were standing around tying to figure out what to do. Again, not one RCCL rep in site. The buses were full with no prospect of other buses coming. When I finally found the same person who told me he would watch my bags upon embarking he told me to ask the driver where they were going. Turns out that certain buses were supposed to go to certain terminals, however there were no signs on the buses to tell us, bags were everywhere and the chaos ratcheted up. The person got into an argument with a bus driver about if they should go to one terminal or all terminals. Meanwhile people are missing their flights. We waited well over 45 minutes for more buses to come. During that time I was on the phone with the Miami office rebooking flights for some of my family. I was told by Miami that the RCCL reps at LAX were aware of the problem and would assist (of course there were no reps). When the first bus arrived the grouped lunged forward. I saw one woman get pushed over and got a bloodied face. Even though my wife and granddaughter were at the doors of the bus a group of people pushed them out of the way. Meanwhile I got underneath the bus and loaded my own luggage (14 bags). It was the only way to ensure that we would get seats on the bus. We left the pier after 1:00 with well over 75 people on the pier waiting for buses. I don't know how RCCL cannot calculate the correct amount of required buses when you booked the air. As we left it became very clear what the real issue was. There was a sister RCCL ship and a Celebrity ship (also RCCL) doing turnarounds. It was evident that: · RCCL does not have the minimum required staff to do two disembarkations, let alone three · RCCL has no reps outside of the ship to help with embarkation and disembarkation · RCCL does not pay for enough stevedores to expedite the disembarkation (see embarkation and disembarkation) · Since the Vision of the Seas was going into dry dock preference was given to the other two ships since these ships were required to sail with passengers in a few hours · The Air/Sea program is a sham. It simply provides transfers to the airport/pier with no assistance in between. The Ride to the Airport Our bus arrived with signs on it for Celebrity so I assume that the bus was taken from that cruise. I knew we were in for trouble when a rep (low and behold a rep, albeit with no badge) had to give him instructions on how to find the "turnout" at LAX. Turns out the driver was from San Diego and had never driven in Los Angeles. We did point out to the driver (after the second freeway sign) that he had missed the LAX exits. My brother-in-law, who lived in LA for years was able to redirect him back to the airport (after going through residential areas). About 20 minutes lost. We headed back to LAX and on one of the busiest travel days of the year proceeded to take the exit for Arrivals instead of Departures. Traffic was at a standstill and people were very upset. I finally suggested that I get out of the bus and ask a Hertz bus driver how to get back to Departures. About 45 minutes lost. The Airport No RCCL reps were there upon arrival and this being one of the busiest travel days things were backed up for miles. I got my family in line for curbside check-in and $35 later we got rid of our bags. As a United 1K (100,000 mile flyer) the skycap got my boarding passes for me. We sat down for a meal at approximately 4:00 (first food since breakfast). I checked my granddaughters boarding pass and was stunned when I saw that she had no seat and was designated an infant. Being three years old this would mean she would be denied boarding because she did not have a seat. I contacted Miami and was put in touch with a rep. She spent the next 40 minutes putting me on hold (the first time she came back was 15 minutes to ask me my passenger number). In the end, 30 minutes before the flight she said that "she did not know why she was booked infant since that is not what they show" and "you will need to get a room and send us the bills because she could not get a hold of anyone to help". I ran to the United Red Carpet club and they were able to assist. I'm sure if I was not a 1K flyer that I would not have had my granddaughter on the flight. BTW: I talked to a passenger that took the City Tour and arrived an hour BEFORE us. That means they got off the ship, took a tour and got there way before us. SFO and Beyond When I first saw my flight itinerary, I was surprised that RCCL booked a flight out of LAX at 5:30. My original thought is that I could easily make one of the other three LAX-SFO-Medford, OR flights, but in the end had about 20 minutes to spare on this flight. Any earlier flight would have helped because we were turned back from Medford because of fog at 10PM, sent to Arcata and eventually back to SFO at 12:45AM. All of the other flights that day made it into Medford. At that point our only option was to rent two vehicles ($400) and drive seven hours to Medford. We arrived at 10:00AM, 25 hours after I thought we would be disembarking the Vision of the Seas. Home Sweet Home Since our bags could not fit in the car, they were delivered two days later. Like everyone in our family, all of our clothes were soaking wet. I'm not sure how I should end this letter. I'm sure I'll hear something about the inclement weather or some other excuse. BTW: every single rep on the pier (that I did see) and bus drivers said that RCCL is the worst and it is like this every time. My Background From 1990 - 1995 I worked for Kloster (Royal Viking, Royal Cruise Line, Seabourne) as a PSR. My main job was to fly to one of our ships throughout the world, be the liaison between the San Francisco office and the ship, and most importantly be in charge of the disembarkation process. Royal Cruise Line started the air/sea concept in 1974 with the Golden Odyssey. They understood that the last thing people remember (and the first impression) is the embarkation/disembarkation. Air/Sea passengers were given first priority by flight departure time, each having a different color card. Passengers were not allowed off without the appropriate color card. With Royal Cruise line, all luggage was placed on the pier in the appropriate color group. Employee's with nametags directed them to their luggage, to a stevedore and then directed them to the awaiting (signed) buses. Reps were on the bus and waiting at the airport to assist with check-in. I can see how RCCL does not have to supply reps on the bus or at the airport but I CANNOT see how RCCL cannot supply ANY reps to help. I did smile when just yesterday one of your reps in Miami told me to write directly to the Chairman and CEO. That is what I used to tell my passengers. I know that you will never see this letter and some other division will. Those are the facts, coming from someone who worked on ships for years. Should the 12 of us ask for some compensation for our nightmares? --------------------------------- The reply: Thank you for your letter to Mr. Fain's Office. He appreciated your candid evaluation of your embarkation and debarkation experiences He has asked that I review your concerns and respond on his behalf. We recognize how important the guest experience during transfer, boarding and departure is because it formulates the first and last impression our guests have of our service. Please note, however, that the stevedores who offer their services at the various ports our ships call on are not employees of Royal Caribbean Cruises Ltd: the port employs them. Likewise, independent contractors, who are not our employees, provide transfer services. Nevertheless, we expect that they would treat our guests with the utmost care, and offer a high level of service. We regret that you found your experience did not exemplify these expectations. It is also unfortunate that your experience was compounded by the inclement weather that flooded the Port of San Pedro. Nevertheless, we regret the service delays you and your family experienced on boarding and departure from the ship. As our crew and Guest Port Services Staff work diligently to ensure timely processes, be assured that this matter will be thoroughly reviewed and any necessary improvements implemented to prevent a recurrence. Your comments regarding the tickets and flights secured for your family were also of tremendous concern to us. We must concede that an unintentional error occurred which resulted in the problems you experienced with your granddaughter's ticket. While we are pleased that you have since been refunded for the additional ticket you had to purchase, please accept our apologies, as we regret this unfortunate service failure Moreover, it is also important to note that airlines allocate only a certain amount of seats for cruise lines on flights. We do not have access to every seat on an aircraft at our contracted fare rate. Rule of thumb - the more popular a flight, the fewer seats the airline will sell us at our contracted rate. If you have a time of day departure preference, or a desire for a non-stop flight, and are willing to pay a little more, please request and use our Custom Air service. Our Custom Air agents are able to design an itinerary that meets your specific needs. Yet again, we regret that circumstances seemed to further compound the situation, as your flight was cancelled due to inclement weather. We trust, however, that the decision by the airline to cancel the flight was made in the best interests of the safety of all concerned. Mr. Frost, all of your additional comments regarding the condition of the ship were also noted and will be thoroughly reviewed with the ship's Hotel Director to ensure our high quality service standards are consistently achieved. Thank you for bringing these matters to our attention. While we cannot negate or alter the disappointing aspects of your experience, we do believe them to represent rare departures from our usual exemplary service. Therefore, it remains our hope that we may have another opportunity to welcome you and your family back onboard in the near future. We are confident that your next cruise will be completely satisfying. Sincerely, Heather Williams Corporate Guest Relations |
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Embarkation/Disembarkation problems (and others) on Vision of the Seas
You should probably post this on cruisecritic.com. Go to the site for info
on joining (it is free) and finding the correct board. "Gazza" wrote in message oups.com... I thought it was important that I post the letter I sent to RCCL and their subsequent reply. Obviously they have some work to do. Gazza Dear Mr. Fain, My family of twelve were passengers on the December 23, 2005 sailing on the Vision of the Seas This cruise was chosen to celebrate my in-law's 60th wedding anniversary. I am writing this letter to identify problems that occurred in both the embarkation, the end of the cruise and disembarkation. Embarkation On December 23rd we were met at LAX by the RCCL air/sea representatives who took us out to the bus. Once on the bus that ended the participation of the RCCL and we did not see another representative until check-in. Upon arriving at the pier our bags were offloaded onto the curb. We saw no stevedores to take our bags to the arrival area and two reps (I assume they were reps, they had no badges on) came up and argued; one saying that we should carry our own bags to a long line and they would be taken by the stevedores, the other argued that we "should leave our bags here and he would watch them" and "when stevedores become available our bags would be taken care of." We were also told that there was another ship in town and there were not enough stevedores to handle both ships. Half of our group opted to take their bags and stand in line. I opted to leave my bags on the sidewalk. I walked in the embarkation hall and was sent to a line because I had forgotten my already filled out information to get the Sea Pass (it had nobody in line) and the rest of my family was sent to another line (which had approximately 20 people in line). These were the only two lines at check-in. I waited for 10 minutes while a position opened. The person that eventually checked me in was just setting up (and was having problems with her computer), even though check-in had started well over an hour before. Check-in took about 10 minutes and when I looked back the other line had not moved (so that meant at least 20 minutes). The rest of my family got to the cleared embarkation area about 45 minutes later...and they already had filled out their information for their Sea Pass beforehand. It turned out that no one was directing the lines and the line I was in kept being helped before the other line and this continued for some time before the line complained. While sitting in the embarkation area (approximately one hour later) I received a call from my niece who drove up and saw our bags sitting on the sidewalk unattended. This being the time of security I was shocked that this was allowed. I found a RCCL rep who got on the phone to tell someone to take care of our bags. I have no idea if this took place in a timely manner. I did get my bags approximately 8:00 PM. Filthy Ship After New Year's Eve everything went downhill. Since the Vision of the Seas was going into dry dock in a couple of days I guess it didn't matter that there were passengers on board. Carpet's had leftover confetti on the floor until disembarkation two days later. The night before arrival into LAX we could not get the specialty drinks we wanted because everything had been boxed away so they could get a head start on dry dock. Disembarkation I do not really know where to start with this botched, incompetent and dangerous disembarkation. I guess I'll start at the beginning. We arrived at San Pedro on time at 6:00. My wife and I went to breakfast at 6:00, knowing we would be disembarked by 9:00 at the latest (as per RCCL docs handed out the night before). We headed up the public area designated for our group at 8:00. The express group disembarked first and things seemed to be moving slow. Someone continued to come on the PA to tell people that immigration officials would not clear the ship until everyone moved away from the gangways. Your repeat passengers were then disembarked and things came to a halt. No one came on the PA to tell us what the delay was. Approximately 9:30 the people that had paid for your City Tour were let off. A little while later the group that was supposed to disembark after us was allowed to go off. This is where things came to a halt. My group was with your air/sea passengers. My thought is that this group is your bread and butter, they have booked with you and they should be handled differently. Nothing could be so far from the truth (see Embarkation above). No one came on the PA to tell us anything until 11:00. The cruise director told us that the inclement weather had caused damage to gangway, although after more than 100 cruises I had never seen this before. The CD said they should have it secured in approximately 10 minutes. No other announcements were made until our group was called at 12:00. The group had been split into 4 and included only the air/sea passengers. We were called all at once! People ran for the stairways because all of these people needed to catch flights. Panic was in the air and the staircases became extremely crowded and claustrophobic. My wife was terrified because she was afraid to be trampled. I should have told her "don't worry, this is nothing compared to what is ahead of us". There must have been at least 500 people left off at the same time and they hit the area with the bags all at the same time. Even though we were all segmented into 4 groups with the same color, the bags were not sorted in this manner. In fact there were no signs directing you to the color. The situation was again dangerous at best. Elderly people were struggling to stay together and find their bags. My three year old granddaughter had to be moved off to the side and watched because of this situation. People were screaming to find each other and their bags. Once they found them they had to get into a customs line which snaked through the still unclaimed bags. The few stevedores that were available struggled to wind their way through the madness. In the end I gathered my family off to the side and waited for the majority of the group to leave, afraid that they would allow another group off and start the chaos again. I saw many people in with colors that were supposed to disembark much later than us finding their luggage. I should have known. The colors don't mean a thing when no one controlling the disembarkation. Not one RCCL rep in site. We found a stevedore to help us with our 14 bags and he took us towards the bus area. Hundreds of people were standing around tying to figure out what to do. Again, not one RCCL rep in site. The buses were full with no prospect of other buses coming. When I finally found the same person who told me he would watch my bags upon embarking he told me to ask the driver where they were going. Turns out that certain buses were supposed to go to certain terminals, however there were no signs on the buses to tell us, bags were everywhere and the chaos ratcheted up. The person got into an argument with a bus driver about if they should go to one terminal or all terminals. Meanwhile people are missing their flights. We waited well over 45 minutes for more buses to come. During that time I was on the phone with the Miami office rebooking flights for some of my family. I was told by Miami that the RCCL reps at LAX were aware of the problem and would assist (of course there were no reps). When the first bus arrived the grouped lunged forward. I saw one woman get pushed over and got a bloodied face. Even though my wife and granddaughter were at the doors of the bus a group of people pushed them out of the way. Meanwhile I got underneath the bus and loaded my own luggage (14 bags). It was the only way to ensure that we would get seats on the bus. We left the pier after 1:00 with well over 75 people on the pier waiting for buses. I don't know how RCCL cannot calculate the correct amount of required buses when you booked the air. As we left it became very clear what the real issue was. There was a sister RCCL ship and a Celebrity ship (also RCCL) doing turnarounds. It was evident that: · RCCL does not have the minimum required staff to do two disembarkations, let alone three · RCCL has no reps outside of the ship to help with embarkation and disembarkation · RCCL does not pay for enough stevedores to expedite the disembarkation (see embarkation and disembarkation) · Since the Vision of the Seas was going into dry dock preference was given to the other two ships since these ships were required to sail with passengers in a few hours · The Air/Sea program is a sham. It simply provides transfers to the airport/pier with no assistance in between. The Ride to the Airport Our bus arrived with signs on it for Celebrity so I assume that the bus was taken from that cruise. I knew we were in for trouble when a rep (low and behold a rep, albeit with no badge) had to give him instructions on how to find the "turnout" at LAX. Turns out the driver was from San Diego and had never driven in Los Angeles. We did point out to the driver (after the second freeway sign) that he had missed the LAX exits. My brother-in-law, who lived in LA for years was able to redirect him back to the airport (after going through residential areas). About 20 minutes lost. We headed back to LAX and on one of the busiest travel days of the year proceeded to take the exit for Arrivals instead of Departures. Traffic was at a standstill and people were very upset. I finally suggested that I get out of the bus and ask a Hertz bus driver how to get back to Departures. About 45 minutes lost. The Airport No RCCL reps were there upon arrival and this being one of the busiest travel days things were backed up for miles. I got my family in line for curbside check-in and $35 later we got rid of our bags. As a United 1K (100,000 mile flyer) the skycap got my boarding passes for me. We sat down for a meal at approximately 4:00 (first food since breakfast). I checked my granddaughters boarding pass and was stunned when I saw that she had no seat and was designated an infant. Being three years old this would mean she would be denied boarding because she did not have a seat. I contacted Miami and was put in touch with a rep. She spent the next 40 minutes putting me on hold (the first time she came back was 15 minutes to ask me my passenger number). In the end, 30 minutes before the flight she said that "she did not know why she was booked infant since that is not what they show" and "you will need to get a room and send us the bills because she could not get a hold of anyone to help". I ran to the United Red Carpet club and they were able to assist. I'm sure if I was not a 1K flyer that I would not have had my granddaughter on the flight. BTW: I talked to a passenger that took the City Tour and arrived an hour BEFORE us. That means they got off the ship, took a tour and got there way before us. SFO and Beyond When I first saw my flight itinerary, I was surprised that RCCL booked a flight out of LAX at 5:30. My original thought is that I could easily make one of the other three LAX-SFO-Medford, OR flights, but in the end had about 20 minutes to spare on this flight. Any earlier flight would have helped because we were turned back from Medford because of fog at 10PM, sent to Arcata and eventually back to SFO at 12:45AM. All of the other flights that day made it into Medford. At that point our only option was to rent two vehicles ($400) and drive seven hours to Medford. We arrived at 10:00AM, 25 hours after I thought we would be disembarking the Vision of the Seas. Home Sweet Home Since our bags could not fit in the car, they were delivered two days later. Like everyone in our family, all of our clothes were soaking wet. I'm not sure how I should end this letter. I'm sure I'll hear something about the inclement weather or some other excuse. BTW: every single rep on the pier (that I did see) and bus drivers said that RCCL is the worst and it is like this every time. My Background From 1990 - 1995 I worked for Kloster (Royal Viking, Royal Cruise Line, Seabourne) as a PSR. My main job was to fly to one of our ships throughout the world, be the liaison between the San Francisco office and the ship, and most importantly be in charge of the disembarkation process. Royal Cruise Line started the air/sea concept in 1974 with the Golden Odyssey. They understood that the last thing people remember (and the first impression) is the embarkation/disembarkation. Air/Sea passengers were given first priority by flight departure time, each having a different color card. Passengers were not allowed off without the appropriate color card. With Royal Cruise line, all luggage was placed on the pier in the appropriate color group. Employee's with nametags directed them to their luggage, to a stevedore and then directed them to the awaiting (signed) buses. Reps were on the bus and waiting at the airport to assist with check-in. I can see how RCCL does not have to supply reps on the bus or at the airport but I CANNOT see how RCCL cannot supply ANY reps to help. I did smile when just yesterday one of your reps in Miami told me to write directly to the Chairman and CEO. That is what I used to tell my passengers. I know that you will never see this letter and some other division will. Those are the facts, coming from someone who worked on ships for years. Should the 12 of us ask for some compensation for our nightmares? --------------------------------- The reply: Thank you for your letter to Mr. Fain's Office. He appreciated your candid evaluation of your embarkation and debarkation experiences He has asked that I review your concerns and respond on his behalf. We recognize how important the guest experience during transfer, boarding and departure is because it formulates the first and last impression our guests have of our service. Please note, however, that the stevedores who offer their services at the various ports our ships call on are not employees of Royal Caribbean Cruises Ltd: the port employs them. Likewise, independent contractors, who are not our employees, provide transfer services. Nevertheless, we expect that they would treat our guests with the utmost care, and offer a high level of service. We regret that you found your experience did not exemplify these expectations. It is also unfortunate that your experience was compounded by the inclement weather that flooded the Port of San Pedro. Nevertheless, we regret the service delays you and your family experienced on boarding and departure from the ship. As our crew and Guest Port Services Staff work diligently to ensure timely processes, be assured that this matter will be thoroughly reviewed and any necessary improvements implemented to prevent a recurrence. Your comments regarding the tickets and flights secured for your family were also of tremendous concern to us. We must concede that an unintentional error occurred which resulted in the problems you experienced with your granddaughter's ticket. While we are pleased that you have since been refunded for the additional ticket you had to purchase, please accept our apologies, as we regret this unfortunate service failure Moreover, it is also important to note that airlines allocate only a certain amount of seats for cruise lines on flights. We do not have access to every seat on an aircraft at our contracted fare rate. Rule of thumb - the more popular a flight, the fewer seats the airline will sell us at our contracted rate. If you have a time of day departure preference, or a desire for a non-stop flight, and are willing to pay a little more, please request and use our Custom Air service. Our Custom Air agents are able to design an itinerary that meets your specific needs. Yet again, we regret that circumstances seemed to further compound the situation, as your flight was cancelled due to inclement weather. We trust, however, that the decision by the airline to cancel the flight was made in the best interests of the safety of all concerned. Mr. Frost, all of your additional comments regarding the condition of the ship were also noted and will be thoroughly reviewed with the ship's Hotel Director to ensure our high quality service standards are consistently achieved. Thank you for bringing these matters to our attention. While we cannot negate or alter the disappointing aspects of your experience, we do believe them to represent rare departures from our usual exemplary service. Therefore, it remains our hope that we may have another opportunity to welcome you and your family back onboard in the near future. We are confident that your next cruise will be completely satisfying. Sincerely, Heather Williams Corporate Guest Relations |
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Embarkation/Disembarkation problems (and others) on Vision of the Seas
Thank you...I will do that there as well!
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Embarkation/Disembarkation problems (and others) on Vision of the Seas
"Gazza" wrote in message oups.com... I thought it was important that I post the letter I sent to RCCL and their subsequent reply. Obviously they have some work to do. It sounds as though you got ticked off from the very beginning of the trip & were just looking for things to complain about. Perhaps they should refund you complete cruise fare similar to Cunard since they didn't provide you with acceptable cruise conditions. |
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