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Royal Caribbean has only 100 reservations waiting more than 30 days for a refund

22 Jul 2020
Matt Hochberg

Following up on Royal Caribbean's commitment to process guest refunds for cancelled cruises significantly faster, they announced today they have not only cut down the amount of time guests must wait for a refund, but the super long waits are also nearly gone.

Vicki Freed, Royal Caribbean's Senior Vice President, Sales, Trade Support and Service, proudly informed travel agents on her weekly webinar that there are just 100 reservations left that are waiting more than 30 days for a refund.

"We're pretty much caught up to date. We have about a hundred bookings that are still over the 30 day mark that we have not refunded," Ms Freed said. 

Just last week, Ms. Freed said there were about 1,000 bookings that are still over 30 days waiting for a refund. While she said they aimed to process them all by this past Sunday, they have been able to process nearly every single one.

Currently, Royal Caribbean is averaging about 23 days to process a new refund request

If any travel agent has a client who is waiting more than 30 days for a refund at this point, she asked the agent to personally contact her via email to get a resolution immediately.

Moreover, Ms. Freed added that phone call wait times are significantly down, which means no more crazy long phone hold times.

"And by the way, with the exception of groups and service, the phone lines are pretty much under control and even groups of service, maybe the wait time is 15 to 20 minutes."

Getting refunds processed quicker has been a high priority for Royal Caribbean, which was inundated with refund requests following wave after wave of cruise cancellations due to the global health crisis.

The growing pool of refunds waiting to be processed became a black eye for the company, and they quickly made knocking those numbers down a top priority.

A combination of introducing new self-service tools, along with hiring back laid off workers, have contributed to greatly reducing the processing times.