maria5309

Yes, you are right lol. Thank you, I appreciate it.

It was not overlooked as this was her request and we are reaching out to RC because we are not looking to “to win the lottery litigiously”. Please do not assume

Thank you, this is what I was looking for. You’re correct, I did not include additional details because my objective here is to figure out if there is there any other way to escalate a major concern. I know guest complaints is not equipped to handle this type of concern. I will address a certified letter to the office of the president…thank you and thank you for your well wishes.

Yes, we have a medical report from the cruise line. I stopped doing travelers insurance last year when we lost out on our money having to cancel a cruise due to a death in the family and they refused to refund it even with medical docs for proof. I have not contacted an attorney yet as I was hoping to contact Royal first and get somewhere before taking that route. I was hoping someone would have an escalation option but if not, I have already researched Maritime attorney options.

I just came back from a cruise last week on Royal Caribbean. My grandmother was severely injured on the cruise ship (not her fault) and is currently in the hospital about to get major surgery as a result. We have cruised with Royal for 25 years and absolutely love them but I am sadly disappointed in the way things have been handled. I was on the phone for 3 hours today with the post cruise guest complaint dept and got no where. I was essentially told that the process for someone “complaining” about a life threatening injury onboard is the same as someone who was dissatisfied with their service experience. I asked what the timeline of their complaint process would be and the person said we don’t have one. I asked when someone would call me back and she said I had to call them back. The rep said I will be the one handling your case and said okay what’s your direct extension? She said I don’t have one, just call this number back and someone will assist you. I said ma’am this is the general number and I waited 40min before you came one the line. You’re telling me I would have to do this each time I call for a follow up and explain the situation all over again? She said yes because we do not have direct extensions. I asked too if there was a way to further escalate this and was told no and when I asked to speak to a supervisor, I waited 35 min and they said no one was available. Is there any other way to escalate a major concern for an onboard injury that could have been prevented? I googled guest escalations and have only seen the post cruise number which I called and some threads have shown Michael Bayleys email but no response for 2 weeks. I would appreciate any and all help.