kasingk

An update on the handling of my lost luggage by RoyalCaribbean.

I want to thank all of you for your suggestions and adviceon my attempts to regain my lost luggage and my CPAP machine. And specialthanks to Ocean Dancer, Sarah and Bob for giving me the email address of MrMichael Bayley, President and CEO of Royal Caribbean Cruise Lines.

As per your advice, I wrote a calm and polite email to MrBayley listing in detail my case of lost luggage and asking him for help to retrievemy luggage, which was found over 3 months ago but was kept somewhere in theRoyal Caribbean China Office without anyone trying to send it back to me.

My email was sent out late at night on Friday, Pacific Time.To my great surprise, I received a phone call early Saturday morning from aSupervisor of Royal Caribbean Guest Experience Management Office, saying thatMr Bayley has asked him to look into the matter. The Supervisor assured me thathe will get to the bottom of this and will give me back my luggage as soon aspossible. He even said he authorizes me to rent a CPAP for my temporary use.

In the following days we exchanged a few phone calls andemails to confirm certain details of my luggage.

And guess what, within a week after my first email to MrBayley, a FedEx delivery person was knocking on my door with my luggage. What agreat surprise and a great relieve!

This incident shows that I was wrong initially to assumethat Royal Caribbean does not care about their customers. Through the properchannels, the Royal Caribbean management people can accomplish something in aweek that their field personnel could not do in 4 months. I wrote a wholeheartedThank You note to Mr Bayley, specifically mentioning the effort and efficiencyof his Supervisor. The Supervisor even told me that Royal Caribbean will giveme a Future Cruise Credit for my ordeal.

And once again I want to thank all of you for your help ingetting back my lost luggage. Without your help I really don’t know where Iwould be. Now that I am re-united with my CPAP machine, I can sleep well atnight. May I wish all of you Good Luck, Good Health and Great Success in life.

Ken

Thank you all nice people for your kind words and advice. It's really nice to have joined this forum as otherwise I would not know what to do.

Yes. I have taken your advice and wrote an email to Mr. Michael Bayley, President and CEO of Royal Caribbean. I stayed calm and polite, described my case in detail, and asked him for help.

I sent the email out late at night on Friday. Amazingly, I got a call early Saturday morning from a Supervisor of Customer Services. He said Mr Bayley referred my email to him for action.

The supervisor said it is not acceptable for such a delay in sending back my luggage and he will get to the bottom of this. He said he has asked everybody he knows in their China (Shanghai) office for an explanation and to send back my luggage as soon as possible. He even authorized me to rent a replacement CPAP for temporary use. However, due to time difference and practices in the other office, it may take a few days to get their response. I'm keeping my fingers crossed.

Thank you all again for your care on my lost luggage. I will update you again when I get my luggage back or when I otherwise get any update from Royal Caribbean.

Ken

Hi ravensbad,

I'm also thinking in the same line as you. Luggage can be lost anywhere. Nothing in it is irreplaceable. I will just count the loss as part of the cost in taking the Royal Caribbean cruise. It's just the Royal Caribbean attitude that prompted me to start this thread.

What you suggested is a good lesson for me and everyone else. Thank you for sharing your advice.

Ken

Thank you all for your concerns. I'm a 72 year old senior. My wife has problem walking well with her feet. I used my CPAP machine every night on board the ship. For the last night, I thought I would pack it in my luggage because I reckoned the next morning I had to assist my wife in going down the gangway and it would be very cumbersome to carry my CPAP machine with me at the same time. That was why I decided to not using it for just one night.

I did not make an insurance claim yet because Royal Caribbean said that they have found my luggage. It is just that they have found it for 4 months and was just leaving it somewhere and not sending it back to me. And without telling me why. What can I do now?

Ken

Anyone cruising with Royal Caribbean should heed this advice: Take your own luggage with you on disembarkation.

Hello. I'm Ken. I have taken 16 cruises, 4 of which were with Royal Caribbean. My last cruise was with the Ovation of the Seas in April 2017.

My past experience with Royal Caribbean was mainly possitive, until this last cruise.

Briefly put, the ship lost one piece of my luggage upon disembarkation in Tianjin, China. A lost report was filled out at the pier.

Upon coming home, I tried to contact Royal Caribbean about my lost luggage. This is when I found out that there is no way I can make contact other than calling a 1-800 number. This number connects to their Guest Relations Dept, which is apparently located in Manilla. Don't get me wrong. There is nothing wrong with an office located in Manilla, except that this office is set up for the sole purpose of calming their concerned customers only. They cannot help in any other way, even though I told them that I have my CPAP machine in the luggage, a medical equipment that I rely on every night for health purposes.

For a span of 4 months and 12 phone calls to this office, the only answers to my lost luggage are:

(1) The luggage has been found back in May 2017.

(2) The luggage has been relocated to another Royal Caribbean office in Shanghai, China.

(3) They have no information on whether or when the luggage will be shipped back to me.

(4) They don't know why. And Guest Relations Dept cannot give me any other contact in Royal Caribbean.

In this period of 4 months since my luggage was lost, I have tried to contact the Royal Caribbean Luggage Support Dept and even the Royal Caribbean Corporate Office, by emails and letter mail. Royal Caribbean didn't even respond.

And Royal Caribbean Guest Relations cannot or will not give me any reason why they are not shipping back my lost luggage, even after 4 months since the luggage has been found.

So, the moral of my storey is: If you don't want to go through the major headache of losing your luggage with Royal Caribbean, take all your luggage yourself with you on disembarkation. Don't leave them out on the corridor outside your state room.

For me, 4 cruises with Royal Caribbean seem to be enough. Afterall, other cruise lines give me much better perks and customer service.

PS

Just in case this forum message catches the eye of Royal Caribbean, who may want to verify the authenticity of the storey, my "Reservation No." is 1155874.