Royals Great Customer Service

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#1
Australia
144 Posts
Joined Nov 2016
In January we did a cruise on Explorer of the Seas
We brought a deluxe drink package before we left for each of us ,by the second night I realised I wasn't going to get any value out of it because I recently had been put on a low carb diet because of high EFTs and was virtually ordering only sparkling water.
Morning of day 3 head down to customer service desk and ask to cancel my drink package,the girl said yes made me hand over my coke cup and off I went
That night a message was left on our phone " sorry you can't cancel after 48hrs" so I thought great what a waste of money and put it down to just bad luck.
Today over on another social media site the question was asked can you cancel your package whilst on cruise so I posted only in first 48 hrs
Many told me no that's not right and posted terms n conditions ....so I ring royal at 4.43pm and explain my story ect (10 months after the fact)the lady listened and I read her their terms n conditions , she asked why it took me this long to ring I said well I thought your staff would be correct , within an hr she called back and told me I was receiving a full refund on my drink package
Great outcome from Royal!!


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#2
498 Posts
Joined Apr 2012
That is a great outcome.

It’s unfortunate though that you were given the incorrect information on the ship. I wonder how many others were in the same boat (ha!) as you but missed out on getting their money back, even though they could have.

You just can’t trust what you’re told anymore. It’s a lesson to all to triple check everything.

Once again though, it is a great outcome. Well done.


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#3
Australia
144 Posts
Joined Nov 2016
Originally posted by tazza_0712
That is a great outcome.

It’s unfortunate though that you were given the incorrect information on the ship. I wonder how many others were in the same boat (ha!) as you but missed out on getting their money back, even though they could have.

You just can’t trust what you’re told anymore. It’s a lesson to all to triple check everything.

Once again though, it is a great outcome. Well done.


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Thanks tazza I really wasn't expecting the outcome to be so positive let alone sorted within a hour or so



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#4
Wauchope NSW
4,580 Posts
Joined Oct 2006
That is a great outcome, and good customer service from them.
May I ask what high EFT is?
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#5
Australia
144 Posts
Joined Nov 2016
Originally posted by cheznandy
That is a great outcome, and good customer service from them.

May I ask what high EFT is?


Face palms it should of read LFTs
Liver function test
Normal is 200 to 350 mine was 1500


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#6
Wauchope NSW
4,580 Posts
Joined Oct 2006
Originally posted by Justthetwofus
Face palms it should of read LFTs
Liver function test
Normal is 200 to 350 mine was 1500


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Ah......thanks, the only abbreviation I could think of was Emotional Freedom Tapping haha, a Low Carb diet is food for many things isn't?
Hope all is good now
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#7
Canberra Australia
38,736 Posts
Joined Apr 2012
Wonderful result and especially after such a long period. Hope your LFTs come down to a safe level so that you can at least have a tipple every now and then.
#8
Australia
144 Posts
Joined Nov 2016
Originally posted by cheznandy
Ah......thanks, the only abbreviation I could think of was Emotional Freedom Tapping haha, a Low Carb diet is food for many things isn't?

Hope all is good now


Things have improved thankfully but it's an ongoing condition that requires medication for life
Thanks for thoughts


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#9
Australia
144 Posts
Joined Nov 2016
Originally posted by MicCanberra
Wonderful result and especially after such a long period. Hope your LFTs come down to a safe level so that you can at least have a tipple every now and then.


Thank you !
They are manageable now with meds so I'll be that cruiser walking around with sparkling water but hey I'll still be kicking to enjoy cruising


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#10
Wauchope NSW
4,580 Posts
Joined Oct 2006
Originally posted by Justthetwofus
Thank you !
They are manageable now with meds so I'll be that cruiser walking around with sparkling water but hey I'll still be kicking to enjoy cruising


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and at the price of those drinks on Royal, I shall be walking around with sparkling water in a few weeks too!!
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Northern Star x 1
Fairstar x 2
Pacific Sky x 1
Pacific Sun x 4
Pacific Dawn x 3
Fair Princess x 1
Dawn Princess x 4
Diamond Princess x 3
Sapphire Princess x 2
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Arcadia x 1
Queen Mary 2 x 1
Solstice x 1
Radiance of the Seas x 1
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#11
Australia
144 Posts
Joined Nov 2016
Originally posted by cheznandy
and at the price of those drinks on Royal, I shall be walking around with sparkling water in a few weeks too!!


Understands totally it's expensive
Enjoy your cruise


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#12
Canberra Australia
38,736 Posts
Joined Apr 2012
Originally posted by Justthetwofus
Thank you !
They are manageable now with meds so I'll be that cruiser walking around with sparkling water but hey I'll still be kicking to enjoy cruising


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Good result to get them under control.