RSpiegCruise

All, to clarify, it’s my belief that the app automatically denied my boarding based on the answer I provided.  My main complaint is that customer service from RC couldn’t or wouldnt then look at the facts to override the system issue as their response after I escalated was that I could go to the port but they wouldn’t promise that my negative COVID tests and proof of vaccinations would be enough to allow me to board. 

To Beachnag - I received the questionnaire on my phone via the RC APP on Friday July 30 around lunchtime with the sailing scheduled for the next day. My family had all been tested the day before for COVID and all received negative test results which I stated to RC on 2 phone calls on Friday when I tried to explain the situation and get them to assure me that I would be allowed to board the next day.

Update,  after my experiences with RC’s customer service, or lack of, on Friday and Saturday, I sent all of my documentation in an email to the office of Richard Fain and over a week later I haven’t received any correspondence back.

I also understand that it was a COVID questionnaire and I thought long and hard about how to answer.  I knew I had real proof of why I was answering the way I was based on the doctor visit and believed that the 3 negative COVID tests all done within 24 hours would have cleared up any issues with RCL.  Hindsight is 20/20 and for my honesty and correctly following everything that was asked of me my vacation was cancelled by RCL. 
 

Note, I’m a Diamond member with over 20 cruises on RCL. Past loyalty and honesty meant nothing as it pertained to RCLs  protocols which in my specific case led to them denying me the ability to cruise. 

I response to the question about if we were fully vaccinated, we informed RCL several times prior to the cruise that we were all vaccinated as they sent repeated questionnaires 

Thanks Helen. I’m sharing my experience so that others have a better understanding of the ramifications. 

The question was “Difficulty breathing in the last 14 days”.  Nowhere did it say that this was to pertain to COVID only.   Once the app gave the message “Denied boarding” I figured that customer service would take my 3 negative COVID tests within the last 24 hours and proof from the doctor visit of asthma, instead the first person told me I wouldn’t be allowed onboard and only upon escalating to a manager did I hear about the option to have a secondary screening at the port.  Note, the manager didn’t give me any assurance at all that a secondary screening would have allowed me on board which would have meant that if I was denied it would have been an all day event via getting there, checking luggage first, requesting a secondary screening and if denied waiting who knows how long to relocate my luggage to be able to make my way back home.  

The Royal Caribbean app allowed us to check in 24 hours before the cruise and denied me boarding immediately upon entering the health questions.  After several calls to customer service I was told that I could ask for a secondary screening at the port, but they wouldn’t guarantee that I would be allowed on the ship which is why we didn’t end up going to the port.

I was booked on Odyssey of the Seas July 31, 2021 cruise but was denied boarding 1 day before sailing as I answered “yes” on the COVID questionnaire for “difficulty breathing” and “coughing” within the last 14 days based on my daughters recent asthma attack. I spoke with 4 people at Royal the day before and the day of the cruise explaining that I told the truth, and had “negative” COVID tests within the last 24 hours for everyone in my party along with documentation of the doctor visit a week before that my daughter was treated for asthma. I was offered a refund, but no guarantee if I went to the port that I would be allowed on the ship. I’m writing this note to CAUTION EVERYONE about my experience with Royal’s customer service and COVID protocols.