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Update from Royal on FCC and Refunds


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I was on a call today and we were told that in reality it is taking them more like 45 business days on the first round to complete the cancellations and while they have put that out for the other two

So is the lesson to just take the refund? Asking for a friend.

I just have to comment that it was nice that you posted this.  I'm beginning to understand the monumental task it is.  For me, part of the problem was that refunds in the past always happened within a

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@AnnetteJackson and @Matt I explained on another thread but this is a good to know. Maybe, can you explain the process? I cancelled about 6 items on my cruise planner tethered to my November 2020 sailing on the Odyssey due to much better sale pricing. 5 items were refunded outside of a week with just one item a Chops lunch (I purchased three) so 21.99 still outstanding, I waited thinking maybe the person finished their shift and it would appear, for a week more it did not. So I called. Here is where it gets crazy scary,

The representative told me everything was processed the computer showed this and to call my bank, I was kind and pressed firmly but calmly stated my bank processed everything it received; so she was kind and checked again. 

Apparently while the computer reflected the refund processed she went INTO the system and found my refund had NOT completed the process and she had to get a supervisor.  Honestly I felt a mixture of vindication, wow and weird fighting for 21.99 while others are fighting for so much more but I refuse to just give my money away. 

So discussing and realizing @WAAAYTOOO brought up a great point, can this happen again to someone else? What if it is a sailng refund? So the concern I have is how can something show processed when it is not?  I hope they can get this worked out because this is extra stress,and frustration no one needs.  FYI they processed the amount again and said I would have it in a week. Stay safe and healthy all! Hope this helps and moreover hope this never occurs again. Shout out to my rep from RCCL she was an angel. Thank goodness I was blessed with a great one!

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On 5/1/2020 at 1:15 PM, Elirugby06 said:

We received our refund on Wednesday (so less than 30 calendar or business days),  but only for 86% of what we paid.

The cruise (03/15) was cancelled and I submitted the refund form on 03/19

April 4: Received email of "Cruise Planner Cancellation Summary"

April 24: Nothing was received. Called and was told the refund process started on April 4, so the refund was expected to be done by May 4.

April 27: Received the refund on the CC. But, only 89% of what I paid. The remaining amount does NOT match the amount of any tax/fees or purchasing. Called. The CSR checked and confirmed it's not full refund, but she did not know the reason. Waited for around 15 minutes, then she told me a new refund request (for the remaining amount) was submitted, and the waiting time is another 30-45 days.

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9 minutes ago, aberfoylespring said:

The cruise (03/15) was cancelled and I submitted the refund form on 03/19

April 4: Received email of "Cruise Planner Cancellation Summary"

April 24: Nothing was received. Called and was told the refund process started on April 4, so the refund was expected to be done by May 4.

April 27: Received the refund on the CC. But, only 89% of what I paid. The remaining amount does NOT match the amount of any tax/fees or purchasing. Called. The CSR checked and confirmed it's not full refund, but she did not know the reason. Waited for around 15 minutes, then she told me a new refund request (for the remaining amount) was submitted, and the waiting time is another 30-45 days.

Very odd, isn't it?  It almost feels like they're throwing a dart at the board and refunding whatever percentage it lands on.  There has to be some reason for the odd refund amounts, but I can't imagine what it could be.

 

Just curious,  what type of room did you have booked?   We were in a crown loft suite.  

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29 minutes ago, Elirugby06 said:

Very odd, isn't it?  It almost feels like they're throwing a dart at the board and refunding whatever percentage it lands on.  There has to be some reason for the odd refund amounts, but I can't imagine what it could be.

 

Just curious,  what type of room did you have booked?   We were in a crown loft suite.  

Regular Balcony room

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Royal has always refunded cruise planner purchases in their normal amounts but for whatever reason when I have cancelled refundable bookings the deposit refunds come in various smaller amounts that total the amount of refund expected.  

It may have to do with merchant fees that credit card companies charge and by refunding multiple smaller amounts perhaps they get a break on their credit card merchant fees.  

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I wanted to post an update. I just received my cruise refund today. I received an email from RC yesterday advising that they had processed my refund and I verified it today on my CC account. It was for the exact amount I had calculated. So, for me, RC proactively canceled my cruise of April 3 on March 13, promptly refunded my cruise planner monies and then processed my cruise refund 38 BUSINESS DAYS after I requested it. They never sent an apology, but my full purchase price for all monies paid have been refunded down the penny. 

Regards, 

Polly

 

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I’ve been waiting for my taxes, etc defund. I noticed just now that RCCL credited a card that I didn’t make the payment of the cruise on? Check your other cards folks. Still No FCC email yet . I guess they still got a week( according to their email ) I’m ready for a cruise. Let’s get out there !! 

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I do not understand RCL.

Refund is a key in confidence building , its should be first priority , company that gives prompt refund is sending a firm message that they are here to stay and not playing any games.

I consider myself as loyal to royal (well I only cruise with Royal and hope to continue to cruise with them soon) but if a month ago  I thought I am going to take advantage on the FCC because its a good deal and because yes I thought leaving the money with RCI is my small contribute , now , with all the refund delays  I  start thinking to take the money back to be on the safe side (even if I will need to wait for it).

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14 minutes ago, Traveler said:

I do not understand RCL.

Refund is a key in confidence building , its should be first priority , company that gives prompt refund is ending a firm message that they are here to stay and not playing any games.

I consider myself as loyal to royal (well I only cruise with Royal and hope to continue to cruise with them soon) but if a month ago  I thought I am going to take advantage on the FCC because its a good deal and because yest I thought leaving the money with RCI is my small contribute , now , with all the refund delays  I  start thinking to take the money back to be on the safe side (even if I will need to wait for it).

I hear Ya!

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On 5/3/2020 at 7:03 PM, jticarruthers said:

My TA was able to convince Royal of the stupidity and they allowed me to apply my FCC balance to "her"balance due

A friend who booked directly with RCL on this same cruise spoke with them and was able to do the same. I booked through an online travel agent, but I'm hoping to have the same outcome.

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Has anyone received their 125% FCC and was extremely shocked by the low value? How is it that we received only 50% of the original booking price that I paid in full? I know the taxes and port fees come out (where do they go? we just lose that?) but I was expecting to get back at least 100% of what I had paid in FCC between the two of us. $600 won't pay for 1/3 of our replacement cruise. 😭

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8 minutes ago, DDaley said:

Has anyone received their 125% FCC and was extremely shocked by the low value? How is it that we received only 50% of the original booking price that I paid in full? I know the taxes and port fees come out (where do they go? we just lose that?) but I was expecting to get back at least 100% of what I had paid in FCC between the two of us. $600 won't pay for 1/3 of our replacement cruise. 😭

Taxes and port fees are supposed to be refunded to your credit card.   That being said, I'm still waiting for mine.  My cruise was in the first wave of cancellations (early April). 

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As I have mentioned elsewhere, I have always been vexed by the values for FCCs.  I don’t see how it’s possible for Royal to justify anything less than 100% - or 125% - depending on what has been promised, but they always surprise me with something less than I expected. I hope they will recalculate those who have received less than they expected but I have been disappointed before.

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2 hours ago, sleepy425 said:

3 of us were booked in a Suite Guarantee. Total of the cruise was $1950, about $250 of that was port fees and taxes (which were refunded to a credit card). Yesterday we each got $300 FCC. That’s not even half of what we are owed😳

yes! our cruise was $1279 total and we both received $302 and no refunded taxes or port fees as of now. I was hoping for at LEAST $1000 FCC for what we paid. Guess I should be calling since I deserve the taxes and port fees at least!! 

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Well, this is interesting, i got this email today and it's the only thing that we've received so far from RCL....no FCC certificate to be see or had via any emails...no deposits for the port fees & taxes have been deposited to our accounts.

I guess this is just a blanket email that is being sent out?

Screen Shot 2020-05-12 at 5.36.32 AM.png

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I have never received a single, solitary correspondence from Royal about my 11 May cancellation (we requested 125% FCC for everything).  I think Michelle has gotten something, but I have not.  Being patient b/c I don't expect my cruise to even be officially "cancelled" until 18 May, which is the date when the 11 May cruise would have terminated.  It's such a shame to see so much chaos coming out of all of this.  It's bad enough that all of our cruises have been cancelled, but for them to have f'ed up these refunds and credits SO badly is just unsat.  

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