MarcusMann Posted October 23, 2021 Report Share Posted October 23, 2021 I was seeing a refund on my Royal Caribbean credit card and was wondering why. Looking at my order history I noticed that my Key was missing. I called in and they informed me that Liberty is not doing "The Key" program. Anyone else having the same situation? Quote Link to comment Share on other sites More sharing options...
MuttMutt Posted October 23, 2021 Report Share Posted October 23, 2021 On Liberty but didn't spring for the key. I figure it's going to be about 50% or so capacity so it's not going to be worth much use. Quote Link to comment Share on other sites More sharing options...
SolariumSnoozer Posted October 24, 2021 Report Share Posted October 24, 2021 This happened to me a few weeks ago on Freedom. If you have purchased the KEY for a future sailing, I highly recommend reaching out to Royal to confirm the KEY is being offered on that sailing. I received an email the evening before the cruise detailing "new post COVID" KEY benefits. Turns out that email was for a future Oasis cruise and not for my Freedom cruise although there is no mention of ship or date in the email. When I arrived at the port there was no KEY signage and none of the staff knew what the KEY was. When I got on the ship, I went immediately to guest services and was told the KEY wasn't starting on Freedom for another 2 weeks. After much discussion, I spoke with an assistant manager who said she would reach out to Royal to ensure I would get a refund since they could do nothing onboard. Eventually, she got a message to me confirming I would receive a refund. It turns out when I got home and checked my credit card, Royal had refunded me the week before the cruise. I don't know how Royal is communicating with guests when they cancel the KEY but I did not receive any updates. The situation left me with no internet access on the ship and I had to go purchase it onboard. Fortunately, the staff member selling internet was very understanding and after explaining the whole situation to him he did offer me a discount to account for the lost opportunity to buy the internet package in the Cruise Planner. Staff member service onboard, still excellent, Royal corporate communication, not very good. Quote Link to comment Share on other sites More sharing options...
MarcusMann Posted October 25, 2021 Author Report Share Posted October 25, 2021 11 hours ago, SolariumSnoozer said: I don't know how Royal is communicating with guests when they cancel the KEY but I did not receive any updates. They are not saying anything. The only way I found out is due to a credit on my card and investigating why on my own. Quote Link to comment Share on other sites More sharing options...
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