RCI Embodies Customer Service

[kiltilad]

:) I would like to take time to write in Praise of Royal Caribbean concerning our recent voyage on Explorer of The Seas on January 22-29, 2006. This trip had the potential to be a disaster. Due to gross neglect by Delta airlines at the Tulsa gate, we arrived in Miami just as the ship was leaving port. We were exhausted from traveling all day when we should have arrived at noon, and upset at the notion of having missed our dream vacation. This was to be my 2nd cruise after 23 years and Brad’s first. Your company’s outstanding customer service saved the day and our trip for us.

As soon as we found the RCL representative in baggage claim, she set us immediately at ease. She helped us locate our luggage that had arrived 5 hours earlier on Delta (they had moved us to American Airlines after a mistake of planes and schedules on their part at the Tulsa gate) and made arrangements to stay in Miami for the next two nights as well as fly to San Juan where we would meet our ship. Well we planned on seeing South Beach at the end of the cruise so this just turned our plans around yet gave us full assurance that we would have almost the full experience of our trip as planned.

The flight to San Juan was flawless and we met the bus to the port immediately after claiming our luggage. The moment we arrived on Explorer the staff treated us most kindly and with gracious care in regards to the problems we had experienced trying to meet the ship. Working for Dollar Thrifty Automotive group, I also deal with customer service issues when a trip is not working well for the customer but the lengths to which your company moves to make things right astounded me! Not only were we immediately made Gold Members in the Crown and Anchor Society and able to enjoy its benefits, but we were upgraded to an outside cabin with a view and much lower in the ship where we would not experience the motion of the ship as we would have in our 7 th deck inside room. From that moment on, anytime I had to use the services of the Guest Relations desk I found the staff very pleasant and extremely helpful.

I could go on forever singing the praises of such a beautiful ship as is the Explorer let alone how special is her crew. There was no time that we found any member of the crew other than extremely willing to make the voyage a wonderful experience for the passengers. In all aspects – cabin service, clubs, dining facilities, shows, shops, the casino, embarkation and disembarkation – the list goes on in what impressed me repeatedly about Explorer and those who sail her. I just wished there were extra hours in every day we were on her to do more and see more. Both the ship herself and her crew ensured that we had more things to do than one could in just 7 days let alone the 5 we were on her. We were simply enchanted by this vacation!

We truly intend to experience the unparalleled services of Royal Caribbean in the future (the near future if I have my wish) and will definitely recommend the cruise line, the Eastern Caribbean itinerary and Explorer of the Seas to anyone wondering what to do for their trips of a lifetime.

[terri23]

Thanks for your upbeat, appreciative post. How nice!

[KamloopsCruisers]

Your post was a breath of fresh air on these boards. Thanks for taking the time to share your positive experience with RCCL with us. I'm glad you enjoyed your cruise so much, despite the delay.

[mbisson]

Thank you, thank you, thank you

 

all is well with the universe

 

-Monte

[madisonms]

Wow!! It was nice to actually read someone who didn't complain about such an experience. Good for you! Normally on this board you would get a post from someone blaming the cruise line for everything little thing that went wrong in a similar situation.

[Cruising89143]

Thanks for posting this. It's nice to see a postive post concerning customer service. Most people will take the time to complain but take no time to write and let a company know when they are doing good.

[suzeyQ]

Great post! It's nice to see someone bother to make a positive post when they've received great service.

[dougp26364]

I take it that you purchased cruise/air through RCI? For the most part, they seem to do a pretty good job in that respect. Onboard ship service has always been very good. Despite some of the issues we've had with RCI's CS recently, it's been the ship's staff and the well designed ships that have kept me looking at RCI.

 

I'm very glad that your experience was much better than what we received when our ship was delayed in Barcelona. Although I feel that the cruise/air passengers did reasonably well there too.

[mrsrosner]

I am so happy for you that everything worked out! Glad you had a wonderful cruise. I am about to take my 9th cruise with RCL, and I personally, have never been disappointed at all with RCL or their customer service! Maybe we will meet on a future cruise. Smooth sailing to all!

[PhoenixCruiser]

I'm so glad everything turned out ok!

 

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[sailor moon]

It is good to hear a "good" story. We, as a society, seem to be very quick to blame but slow to praise.

[kiltilad]

I take it that you purchased cruise/air through RCI? For the most part, they seem to do a pretty good job in that respect. Onboard ship service has always been very good. Despite some of the issues we've had with RCI's CS recently, it's been the ship's staff and the well designed ships that have kept me looking at RCI.

 

I'm very glad that your experience was much better than what we received when our ship was delayed in Barcelona. Although I feel that the cruise/air passengers did reasonably well there too.

 

Yes, we did have the cruise/air package through RCI. Worked out well for us and even more so with the extra care that met us on the ship.

[SheltieLady]

Thanks for the great thread, it was great to hear good things about RCCL instead of all the bad. My DH & I will be sailing with them for the first time next January, and I was getting a little worried about all the negative reports, so it was good to hear this.

 

Glad you had a wonderful time, when you finally caught up to the ship.

 

Christine

[Lightsluvr]

You were given lemons by the airlines, but you made lemonade! Congratulations!

 

LL