Sunday, November 6, 2011


New to this blog?  Check out the original complaint here:

I received the below email, and filled out the survey.  I gave the lowest possible marks to questions dealing with customer satisfaction.

At least two of the questions asked about compensation for the problems I'd encountered: whether compensation would have helped, in what form should the compensation have taken, and so forth and so on.  I find it remarkable that the first time I've heard the word is in a customer satisfaction survey, and not during the complaint itself.  "Jenn" in an earlier comment was correct when she said they have affirmed their policies, and they choose not to change anything.  Pity.

     ********** Their email ********** 

From: Royal Caribbean International <>
Date: Sat, Nov 5, 2011 at 00:02
Subject: Please offer your feedback regarding your experience with the Royal Caribbean post-cruise Guest Relations department

Dear Valued Guest:

Thank you for taking the time to contact us regarding your recent cruise on Royal Caribbean International. We appreciate the feedback we receive from our guests as we consider it a valuable opportunity to stay close to areas where we may improve our products and services.

I am inviting guests to participate in a survey regarding their recent interaction with our Post-Cruise Guest Relations department. By completing this survey, you will be helping us to further enhance our post-cruise interactions with you, our valued guest.

The survey will take approximately 5 minutes to complete. To participate, please click here.

If the above link doesn't work, please copy and past the below link into your internet browser:

Please be assured that all of your responses will remain strictly confidential and will only be used to improve products and services at Royal Caribbean International.  Once again, I thank you for taking the time to complete this survey.

Associate Vice President, Corporate Guest Relations
Royal Caribbean International

     ********** My response in the "comments" section  **********

My cruise was absolutely miserable, and customer service has been abominable.  The staff I've dealt with both on the cruise and in your guest relations department have done their best to work with me, but they were not given the tools or ability to resolve any complaints.

This survey is the first time I've heard or seen the word "compensation".  I didn't ask for any compensation, but it's shocking and distressing that the idea was never offered, or even mentioned.  That underlines that Royal Caribbean truly didn't care about me as a customer, or my complaints.

I've started a blog: .  I link to it as part of my comments and articles in and other sites.  It's gotten almost a thousand unique visitors so far.  I hope that's almost a thousand potential customers that I have successfully dissuaded from cruising with Royal Caribbean.


  1. RCCL wants all their PROFITABLE guests to be happy with their cruise. The survey most likely made questions regarding compensation to determine what percentage of guests expect it when making a complaint. In addition, it helps RCCL determine which population demographic should NOT be targeted.

  2. I didn't think of it that way, but you're probably right.