Lizcourt Posted August 12, 2010 #1 Share Posted August 12, 2010 Many of us (including me, I will admit) are quick to post about cruise lines nickle and diming us to death, or putting profits ahead of the customer with booking and pricing changes. I only thought it was fair to post when the cruise line goes above and beyond for the customer. Back in February, my extended family of 8 booked a 10/9 cruise on the Oasis. This was a long-planned and special event -- my mother's 80th birthday and sister's 50th -- and so we decided to make it a once in a lifetime trip by booking the Royal Loft Suite and two Crown Loft Suites. Because these were suites, we were required to post double deposits of $500 each, or a total of $4000, and then paid off the remainder of the cruise in late May. Last month, one of my sisters who will be on the cruise with us was diagnosed with breast cancer. Thankfully, it was caught early and she will not require chemo, "just" a lumpectomy and six weeks of radiation. We learned last week that the last week of her radiation schedule will be the week we are booked to cruise. We might have been able to have her start the course of treatment a week earlier, but that would be earlier than her doctor was recommending, and would also mean that she would have to stay out of the sun and the water during the cruise -- a bit of a handicap, to say the least, on a Caribbean cruise. After talking it over for about a millisecond, we decided as a family to move the cruise off six months, and make it a celebration of THREE happy events -- two birthdays and six cancer-free months for my sister. Today I called Royal Caribbean to make the changes. Right away, because we are now in the period when the cancellation of the 10/9 cruise will cost us the deposit of $4000, the cruise consultant asked if we were insured, and I told her that we had bought the trip insurance. What I didn't tell her was that I was anticipating a long battle with the insurance company because we could have opted to move the radiation therapy up a week and still go on the cruise. She asked why we were cancelling, and I told her. I also told her we would really want the same ship, itinerary, and cabins, just six months from now. She put me on hold for so long that but for the Muzak I would have thought I had been disconnected. But when she came back on the line, the wait was all worth it. Not only had she been able to book us on the same ship, itinerary and cabins six months later, but in part because of the reason we were cancelling, RCCL agreed to move the reservation to the new date with no loss of the deposit. All we had to pay was a collective total of $425 to account for the fact that the prices the week we are now sailing are slightly higher. (As it happens, the air fare, which we booked separately, is a collective $650 LOWER on the new dates, so we're actually going to be paying less for the trip as a whole.) You can call this just good business sense -- and of course it is. But they didn't HAVE to forego the $4000 deposit on the first cruise. In fact, I didn't even ask the consultant to do that, understanding the deal I made when we bought our tickets. And I didn't have a travel agent fighting for me. I was just a customer, in a tough spot, and the way I see it this company went above and beyond for us. They would have been fully justified in leaving me to fight this out with the trip insurer. But they didn't. And its not just money. Their actions mean that my sister won't have to deal with any concern that her health problems cost everyone in the family their deposits -- and no matter how many times we told her none of us cared about that, it was still going to weigh on her mind, when she really didn't need one more thing to think about. There used to be a truism that a smart car dealer runs his or her business not to sell a family a car, but to sell them five cars over ten years. We are a cruising family, and look forward to a cruise every year. Up until now, we've gone on a number of lines, including RCCL, Carnival, Princess, Celebrity and Cunard. But after this, it will be a long, long time before we even think of sailing on any other line. Thank you RCCL. Link to comment Share on other sites More sharing options...
John Henry on CC Posted August 12, 2010 #2 Share Posted August 12, 2010 Many of us (including me, I will admit) are quick to post about cruise lines nickle and diming us to death, or putting profits ahead of the customer with booking and pricing changes. I only thought it was fair to post when the cruise line goes above and beyond for the customer. Back in February, my extended family of 8 booked a 10/9 cruise on the Oasis. This was a long-planned and special event -- my mother's 80th birthday and sister's 50th -- and so we decided to make it a once in a lifetime trip by booking the Royal Loft Suite and two Crown Loft Suites. Because these were suites, we were required to post double deposits of $500 each, or a total of $4000, and then paid off the remainder of the cruise in late May. Last month, one of my sisters who will be on the cruise with us was diagnosed with breast cancer. Thankfully, it was caught early and she will not require chemo, "just" a lumpectomy and six weeks of radiation. We learned last week that the last week of her radiation schedule will be the week we are booked to cruise. We might have been able to have her start the course of treatment a week earlier, but that would be earlier than her doctor was recommending, and would also mean that she would have to stay out of the sun and the water during the cruise -- a bit of a handicap, to say the least, on a Caribbean cruise. After talking it over for about a millisecond, we decided as a family to move the cruise off six months, and make it a celebration of THREE happy events -- two birthdays and six cancer-free months for my sister. Today I called Royal Caribbean to make the changes. Right away, because we are now in the period when the cancellation of the 10/9 cruise will cost us the deposit of $4000, the cruise consultant asked if we were insured, and I told her that we had bought the trip insurance. What I didn't tell her was that I was anticipating a long battle with the insurance company because we could have opted to move the radiation therapy up a week and still go on the cruise. She asked why we were cancelling, and I told her. I also told her we would really want the same ship, itinerary, and cabins, just six months from now. She put me on hold for so long that but for the Muzak I would have thought I had been disconnected. But when she came back on the line, the wait was all worth it. Not only had she been able to book us on the same ship, itinerary and cabins six months later, but in part because of the reason we were cancelling, RCCL agreed to move the reservation to the new date with no loss of the deposit. All we had to pay was a collective total of $425 to account for the fact that the prices the week we are now sailing are slightly higher. (As it happens, the air fare, which we booked separately, is a collective $650 LOWER on the new dates, so we're actually going to be paying less for the trip as a whole.) You can call this just good business sense -- and of course it is. But they didn't HAVE to forego the $4000 deposit on the first cruise. In fact, I didn't even ask the consultant to do that, understanding the deal I made when we bought our tickets. And I didn't have a travel agent fighting for me. I was just a customer, in a tough spot, and the way I see it this company went above and beyond for us. They would have been fully justified in leaving me to fight this out with the trip insurer. But they didn't. And its not just money. Their actions mean that my sister won't have to deal with any concern that her health problems cost everyone in the family their deposits -- and no matter how many times we told her none of us cared about that, it was still going to weigh on her mind, when she really didn't need one more thing to think about. There used to be a truism that a smart car dealer runs his or her business not to sell a family a car, but to sell them five cars over ten years. We are a cruising family, and look forward to a cruise every year. Up until now, we've gone on a number of lines, including RCCL, Carnival, Princess, Celebrity and Cunard. But after this, it will be a long, long time before we even think of sailing on any other line. Thank you RCCL. Bravo. All good thoughts go out to your sister and your family. Thanks for posting. Link to comment Share on other sites More sharing options...
Silvery Seas Cruiser Posted August 12, 2010 #3 Share Posted August 12, 2010 Thanks for posting this. I hope you all and especially your sister have a wonderful cruise. My sister has breast cancer too. My heart goes out to your sister and I truly wish her well. Link to comment Share on other sites More sharing options...
flcruzer03 Posted August 12, 2010 #4 Share Posted August 12, 2010 Thoughts & Prayers for your sister & the whole family...I know you will all have an awesome cruise! Link to comment Share on other sites More sharing options...
cruisenfever Posted August 12, 2010 #5 Share Posted August 12, 2010 Thanks so much for posting this. RCI really isn't always the "bad guy" and can show compassion.:) Lots of good vibes being sent your sister's way and I know that your new cruise will be even more special. Link to comment Share on other sites More sharing options...
mbjonsn Posted August 12, 2010 #6 Share Posted August 12, 2010 Thank you so much for sharing this awesome story...bravo to RCCL for sure. And God bless your sister and your entire family. Enjoy your cruise! :) Link to comment Share on other sites More sharing options...
Alamogirl Posted August 12, 2010 #7 Share Posted August 12, 2010 God Bless you and your family for the love you obviously have for each other. I hope that your cruise will be a trip to remember. RCCL is a great cruiseline. Link to comment Share on other sites More sharing options...
kuddles14 Posted August 12, 2010 #8 Share Posted August 12, 2010 Many of us (including me, I will admit) are quick to post about cruise lines nickle and diming us to death, or putting profits ahead of the customer with booking and pricing changes. I only thought it was fair to post when the cruise line goes above and beyond for the customer. Back in February, my extended family of 8 booked a 10/9 cruise on the Oasis. This was a long-planned and special event -- my mother's 80th birthday and sister's 50th -- and so we decided to make it a once in a lifetime trip by booking the Royal Loft Suite and two Crown Loft Suites. Because these were suites, we were required to post double deposits of $500 each, or a total of $4000, and then paid off the remainder of the cruise in late May. Last month, one of my sisters who will be on the cruise with us was diagnosed with breast cancer. Thankfully, it was caught early and she will not require chemo, "just" a lumpectomy and six weeks of radiation. We learned last week that the last week of her radiation schedule will be the week we are booked to cruise. We might have been able to have her start the course of treatment a week earlier, but that would be earlier than her doctor was recommending, and would also mean that she would have to stay out of the sun and the water during the cruise -- a bit of a handicap, to say the least, on a Caribbean cruise. After talking it over for about a millisecond, we decided as a family to move the cruise off six months, and make it a celebration of THREE happy events -- two birthdays and six cancer-free months for my sister. Today I called Royal Caribbean to make the changes. Right away, because we are now in the period when the cancellation of the 10/9 cruise will cost us the deposit of $4000, the cruise consultant asked if we were insured, and I told her that we had bought the trip insurance. What I didn't tell her was that I was anticipating a long battle with the insurance company because we could have opted to move the radiation therapy up a week and still go on the cruise. She asked why we were cancelling, and I told her. I also told her we would really want the same ship, itinerary, and cabins, just six months from now. She put me on hold for so long that but for the Muzak I would have thought I had been disconnected. But when she came back on the line, the wait was all worth it. Not only had she been able to book us on the same ship, itinerary and cabins six months later, but in part because of the reason we were cancelling, RCCL agreed to move the reservation to the new date with no loss of the deposit. All we had to pay was a collective total of $425 to account for the fact that the prices the week we are now sailing are slightly higher. (As it happens, the air fare, which we booked separately, is a collective $650 LOWER on the new dates, so we're actually going to be paying less for the trip as a whole.) You can call this just good business sense -- and of course it is. But they didn't HAVE to forego the $4000 deposit on the first cruise. In fact, I didn't even ask the consultant to do that, understanding the deal I made when we bought our tickets. And I didn't have a travel agent fighting for me. I was just a customer, in a tough spot, and the way I see it this company went above and beyond for us. They would have been fully justified in leaving me to fight this out with the trip insurer. But they didn't. And its not just money. Their actions mean that my sister won't have to deal with any concern that her health problems cost everyone in the family their deposits -- and no matter how many times we told her none of us cared about that, it was still going to weigh on her mind, when she really didn't need one more thing to think about. There used to be a truism that a smart car dealer runs his or her business not to sell a family a car, but to sell them five cars over ten years. We are a cruising family, and look forward to a cruise every year. Up until now, we've gone on a number of lines, including RCCL, Carnival, Princess, Celebrity and Cunard. But after this, it will be a long, long time before we even think of sailing on any other line. Thank you RCCL. Way to go Royal. Hope all goes well for your sister. I will keep her in my prayers. Link to comment Share on other sites More sharing options...
dmdiver Posted August 12, 2010 #9 Share Posted August 12, 2010 Best wishes to your sis and way to go RCCL! Link to comment Share on other sites More sharing options...
bionicman97 Posted August 12, 2010 #10 Share Posted August 12, 2010 Best wishes for your Sister and family and fantastic that you were able to get everything rescheduled. Link to comment Share on other sites More sharing options...
chef_christoph Posted August 12, 2010 #11 Share Posted August 12, 2010 First, and foremost, my best wishes to your sister and your whole family. Thank-you for taking the time to post this. Far too often we only use this board to rant or complain about the most trivial of things and it is nice to acknowledge the great things too. Lots of positive thoughts and best wishes to your sister. Link to comment Share on other sites More sharing options...
IWORK2CRUISE Posted August 12, 2010 #12 Share Posted August 12, 2010 Best of wishes to your family! Cherish the good news and the good fortune of RCCL rescheduling you with such ease. Link to comment Share on other sites More sharing options...
nancronin Posted August 12, 2010 #13 Share Posted August 12, 2010 Glad this worked out so well for you - RC is a great cruise line and here's the proof! Link to comment Share on other sites More sharing options...
gerif Posted August 12, 2010 #14 Share Posted August 12, 2010 So nice to read something good about a cruiseline. Prayers and best wishes to your sister. I just celebrated 27 years of having beaten breast cancer and I hope she does, too. Link to comment Share on other sites More sharing options...
Ella2 Posted August 12, 2010 #15 Share Posted August 12, 2010 That's wonderful! All the best to your sister for a complete recovery, and I hope you and your family have a FABULOUS cancer-free celebration on your cruise! Link to comment Share on other sites More sharing options...
critterchick Posted August 12, 2010 #16 Share Posted August 12, 2010 Glad to hear that RCI was able to help you out! I hope your sister has a speedy and full recovery and that you're able to enjoy your cruise! Link to comment Share on other sites More sharing options...
time4me2fly Posted August 12, 2010 #17 Share Posted August 12, 2010 Happy to hear RCI was able to accommodate your family on a different sailing without any penalty. Wishing your sister the best as she goes through chemo and celebrates cancer free on the Oasis of the Seas. Happy 80th to your mom and 50th to your sister. Link to comment Share on other sites More sharing options...
QTMichele Posted August 12, 2010 #18 Share Posted August 12, 2010 Thank you for sharing this with us. I wish your sister a speedy recovery and good health, and your entire family strength to endure. Blessings to you! Link to comment Share on other sites More sharing options...
eal Posted August 12, 2010 #19 Share Posted August 12, 2010 Wow, good karma RCI! My best to your sister. My mom is 32 years cancer free! Link to comment Share on other sites More sharing options...
booze brothers Posted August 12, 2010 #20 Share Posted August 12, 2010 This post touched my heart. Such good news that RCL came through for you and now you can have a wonderful cruise as a family Link to comment Share on other sites More sharing options...
estoyer Posted August 12, 2010 #21 Share Posted August 12, 2010 Nice!! I'm glad to here we are not the only ones with anything less than positive remarks for RCCL!! Earl Link to comment Share on other sites More sharing options...
springerx2 Posted August 12, 2010 #22 Share Posted August 12, 2010 WOW how nice to read a positive post, hopefully all the negative Nellies will catch the good post and learn something. Best wishes to your family Link to comment Share on other sites More sharing options...
estoyer Posted August 12, 2010 #23 Share Posted August 12, 2010 Oh and by the way, our prayers go out for your family that all turns out well! Happy Sailing! Earl Link to comment Share on other sites More sharing options...
insulationbabe Posted August 12, 2010 #24 Share Posted August 12, 2010 Wow what a happy ending - so glad for you and your family - Exactly the reason we cruise with Royal - we have heard so many nice stories like this and Royal always seems to come through. We have a great travel agent and she usually handles things like this and I'm so glad to have her. Have a great family cruise - we go on the Oasis in October and look forward to it - but you will enjoy it even more now that it is all settled Good luck:) Link to comment Share on other sites More sharing options...
windjamming Posted August 12, 2010 #25 Share Posted August 12, 2010 This post touched my heart. Such good news that RCL came through for you and now you can have a wonderful cruise as a family Same here. I loved that "After talking it over for about a millisecond" they pushed the cruise back 6 months. That's a family that sticks together through thick and thin. OP- the very best wishes to your sister and your family. Link to comment Share on other sites More sharing options...
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