KimZ

I’m just seeing this now and you’re probably right! This is really crazy but more so no notifying the customer is just really poor business practice.

You’re correct about using the FCC from AON, those do not have either of our middle names but they were applied and accepted at booking and I even questioned that when I saw her booking without my middle name,which she fixed, that all should match my passport. I pointed out the FCCs names but they still went through using the assigned codes and were deducted from the total. Hung up from booking with email including fullly detailed invoice, balance of $0 with cost charged to credit card as well as the fully reimbursed FCCs.

Yes they were…someone after booking was doing something, didn’t put my idle name then realized it put my middle name back and apparently this action cancelled our reservation but we saw nothing, received nothing, apparently that person didn’t realize what they triggered. They’ve admitted it after three people went over things three times to figure out the problem but it doesn’t matter it cancelled our reservation but did not prompt new documents and they won’t refund us even though we have no reservation just our original invoice with $0 balance.

Already done from minute reservations were made

Just to clarify to some responses, our invoices were fine and nothing ever changed that we could see…”an internal thing” they say and now, despite having the fully paid invoice they are refusing to return our payment in full as they see $200 plus difference but cannot show us that calculation, mainly because it doesn’t exist! This is just crazy…I’ve done whatever we’re supposed to do, they never contacted us nor was there any change to our booking, (yes I do look things over in wait for trips)until they cancelled it…again it’s internal. There was nothing for us to have seen, no changes on our account, nothing for red flags to go up.Dealing with them is beyond crazy as they do nothing but repeat the same “solution” over and over. I’ve called the correct departments and teams, just again want to clarify as we are not stupid or clueless. Thank you for the address, I will be writing to the higher ups, but we are still awaiting their “investigation” despite the third post-cruise escalation team supervisor telling us this was their mistake, yet she still needs to investigate and will get back to us. So we wait

Back on the phone, my husband….they want us to pay an additional $600 to take the remaining interior cabin. Admitted they put my name in wrong and this caused it but there’s nothing they can do

I’ve spent the bulk of today on the phone with Royal Caribbean pre cruise department because they, without notifying us, cancelled our upcoming June 6-11 2024, 5 night cruise saying it wasn’t paid in full….but it was paid in full the day I booked it and is in my reservation email of $0 balance at booking, $1900 plus on our credit card and $2248.20 of cruise credit….totaling $4300 plus! The story is we had to cancel a booking last October due to my health and were issued “cruise credits” through AON to the tune of $2248.20 which we applied to this booking, along with another $2k plus on our credit card, so booking was paid in full. Well apparently some RC idiot, after we made the reservation, misspelled one of our names negating our cruise credits and therefore leaving us a balance due of $2248.20….but never notified us in any way…this all transpired on the 13th of this month and I’d not gone on the site so was totally shocked when I went in this morning only to find out cruise reservation gone, cancelled. Obviously called Royal Caribbean and spent 2.5 hours first call to pre cruise, 1.75 hours second call to post cruise and 45 minutes to AON, my whole day. Their response after mostly being on hold…. sorry there’s no cabin for you but we can explore other sailings…..NO!!! We do have a very low interior cabin, not your balcony we can do for same price….ARE YOU NUTS, ABSOLUTELY NOT!!! We can refund your taxes and fees but looking into refunding your payment and we can only reissue your cruise credits for a future cruise…..YOURE KIDDING, RIGHT??? Long story short, WE DID NOT CANCEL OUR FULLY PAID CRUISE RESERVATION, THEY DID and they never contacted us nor did they refund the percentage if we truly had been at fault….that’s theft in my eyes. AON say they have no stake in this situation and cannot refund us money for those cruise credits as I’ve made it clear I want all of our money back because we will never step foot on Royal Caribbean ever again. My husband will take up the cause when he gets home, probably involving our credit card. At this point we’re out $4300 and no vacation reservations. Horrible company who cares 0% about customer service, truth, taking ownership of their blunder….care only about their pocketbooks.