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Beware of "policy changes". Just got ripped off $840


PatchyBoaty

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Hey everyone,

Long time lurker here, first post. I’ve been traveling with Royal Caribbean for quite some time, always enjoyed their service and their customer support but I just got a very bad Christmas surprise by email today.

Up to now, Royal offered free Covid-19 tests, on board, for those of us who need to prove they are Covid-free when returning home. This was one of the reasons to chose Royal, like I did in last September, as you knew you didn’t have to pay extra for the test and it would be done in advance, on board the ship. Everything worked fine and we were all happy about it.

This morning, Royal sent an email informing everybody that starting February 1st, Covid-19 tests wouldn’t be made on board but at the terminal after debarking. Also, the price would change from “free” to “starting at $210” for a PCR test!... Here are my two biggest concerns about this:

  • I now have to worry that on the last day, just a couple of hours before my plane takes off, tests will really be offered by one of their “testing partners” and the results will indeed be sent out quickly enough for me to board the plane.
  • For a family of 4, I now have to budget an additional $840 USD for the exact same cruise.

Obviously, I called customer service and after an hour of back and forth, sending the email I received and the proof that at the time of booking, tests were included in the price, a specialist agent confirmed that there was nothing she could do. The main reason: “this is a policy change” and policies are subject to change at anytime. Nothing I could say changed her mind even though she accepted all the evidence I was giving her. I was also told that I would lose my deposit if I wanted to cancel the cruise because I selected non-refundable while booking (apparently, *that* does not count as a “policy” that changes).

Needless to say, I feel I was taken advantage of and Royal will get my money anyway. My next family vacation is going to cost a lot more and I’m supposed to just accept it. Here, I wanted to take the time to warn all of you of this new charge and the way Royal deals with sudden changes of policies affecting existing reservations. Also, if you have idea how to solve this, I’m open to suggestions as our “spend on the boat” budget just disappeared into thin air.

Merry Christmas.

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The PCR test is something your home country is requiring, not Royal. The bottom line is that these post cruise tests are causing more problems than they are solving for Royal.

You should be able to cancel and get a refund if you aren't happy with the change. Just insist on a refund instead of the FCC.

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I get that Royal wants to offload cost and burden of those tests. This is understandable, but they should meet clients halfway. Charging over $ 210 per PCR test simply disguised me. 
Worksitelabs near airports are doing those test for $90 and still making money. 
Royal could find/negotiate less expensive solutions for their clients who travel from far to cruise with them. Adding over 840 USD for family of 4 on top of expensive flights is discouraging. 

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17 minutes ago, Cez said:

I get that Royal wants to offload cost and burden of those tests.

While the cost of the test may be some small factor with this policy change, it is not reason for the change.  Royal cannot afford for the skyrocketing number of positive test results to be their (cruise line) problem.  They need neither the “head count” nor the costs associated with quarantine and repatriation.  These are the costs and responsibilities that Royal is offloading.  Whether that’s a moral or immoral decision, is certainly debatable.  Since US citizens do not require a test to re-enter the US (for now, at least) there will no accounting for COVID carriers coming off the ship unless they have fallen ill and exhibit symptoms while on board. They are washing their hands.

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BTW: When I was doing my reservations I specifically asked if complimentary Covid testing is provided onboard and the answer was yes. So it is not policy change but simply removal of the service. If they don’t want to refund your deposit you should at least try to get onboard credits. I will be calling them for sure. 

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11 minutes ago, WAAAYTOOO said:

While the cost of the test may be some small factor with this policy change, it is not reason for the change.  Royal cannot afford for the skyrocketing number of positive test results to be their (cruise line) problem.  They need neither the “head count” nor the costs associated with quarantine and repatriation.  These are the costs and responsibilities that Royal is offloading.  Whether that’s a moral or immoral decision, is certainly debatable.  Since US citizens do not require a test to re-enter the US (for now, at least) there will no accounting for COVID carriers coming off the ship unless they have fallen ill and exhibit symptoms while on board. They are washing their hands.

This Up Here GIF by Chord Overstreet

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@PatchyBoaty while the change does stink there are much cheaper options at the airport you can use. Like others said, the blame should lie with home country. I think it was nice for RC to offer the tests for you, but you can't blame them when they decide that it is no longer something they choose to do. I do agree that the $210 is high though. Hopefully everything works out in the end for you.

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1 hour ago, wordell1 said:

The PCR test is something your home country is requiring, not Royal. The bottom line is that these post cruise tests are causing more problems than they are solving for Royal.

You should be able to cancel and get a refund if you aren't happy with the change. Just insist on a refund instead of the FCC.

I agree! As a Canadian this affects me but I have already taken advantage of the testing provided. I also understand why Royal made this change from a business perspective. However, I believe this is the exact reason for their cruise with confidence policy which should allow you to cancel up to 48 hours prior. 

1 hour ago, PatchyBoaty said:

Hey everyone,

Long time lurker here, first post. I’ve been traveling with Royal Caribbean for quite some time, always enjoyed their service and their customer support but I just got a very bad Christmas surprise by email today.

Up to now, Royal offered free Covid-19 tests, on board, for those of us who need to prove they are Covid-free when returning home. This was one of the reasons to chose Royal, like I did in last September, as you knew you didn’t have to pay extra for the test and it would be done in advance, on board the ship. Everything worked fine and we were all happy about it.

This morning, Royal sent an email informing everybody that starting February 1st, Covid-19 tests wouldn’t be made on board but at the terminal after debarking. Also, the price would change from “free” to “starting at $210” for a PCR test!... Here are my two biggest concerns about this:

  • I now have to worry that on the last day, just a couple of hours before my plane takes off, tests will really be offered by one of their “testing partners” and the results will indeed be sent out quickly enough for me to board the plane.
  • For a family of 4, I now have to budget an additional $840 USD for the exact same cruise.

Obviously, I called customer service and after an hour of back and forth, sending the email I received and the proof that at the time of booking, tests were included in the price, a specialist agent confirmed that there was nothing she could do. The main reason: “this is a policy change” and policies are subject to change at anytime. Nothing I could say changed her mind even though she accepted all the evidence I was giving her. I was also told that I would lose my deposit if I wanted to cancel the cruise because I selected non-refundable while booking (apparently, *that* does not count as a “policy” that changes).

Needless to say, I feel I was taken advantage of and Royal will get my money anyway. My next family vacation is going to cost a lot more and I’m supposed to just accept it. Here, I wanted to take the time to warn all of you of this new charge and the way Royal deals with sudden changes of policies affecting existing reservations. Also, if you have idea how to solve this, I’m open to suggestions as our “spend on the boat” budget just disappeared into thin air.

Merry Christmas.

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I understand your frustration. The policy introduced back on Dec.20 affected my January 8th sailing and I considered cancelling due to the additional cost. I had decided to go anyways and eat the extra cost (the fact that it is freezing and snowing in my hometown factored into this) but it is just my wife and I. If travelling with 4 the cost is doubled and I might have cancelled for sure.

If it’s any help I did do some calling around and the best deal I found was through Nomi health at Miami airport where a rapid PCR test (results within 45 minutes) was $179USD per person

 

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1 hour ago, PatchyBoaty said:

the email I received and the proof that at the time of booking, tests were included in the price,

Sad that RCI is not honoring their original agreement.

My suggestion, get an attorney to write RCI a letter requesting to be fairly compensated.

I doubt the attorney fees would cost anywhere near the $840 cost for testing.

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28 minutes ago, TXCoastPatriot said:

Sad that RCI is not honoring their original agreement.

My suggestion, get an attorney to write RCI a letter requesting to be fairly compensated.

I doubt the attorney fees would cost anywhere near the $840 cost for testing.

You don't think Royal has lawyers that look at these things?

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Way things are right now i will need a PCR test to fly from UK to US, so thats 1 test!  As im heading down to PR for a couple of days prior to cruise i will need another before boarding cruiseship so that me up to 2 tests! Not sure being a foreigner in PR heading back to US if i will need another but once in NYC for 4 days i will need a test to fly back to UK and then another on day 2 of my Return in UK so definitely 4 tests each maybe 5! 

Way i see it is this

If i want to travel and have a break i just have to suck it up and get on with it! If i dont want to pay it i stay at home its that simple! 

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6 hours ago, Swar said:

Is taking a proctored test via the web (while on the ship) an option? hmmm

https://thepointsguy.com/news/at-home-covid-testing-travel/

Not if you need a PCR test to enter. 

However there may be a telehealth proctored version of the other test that's accepted for return to Canada..RT-LAMP provided by Switch Health.

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In all honesty I am a little tired of people that behave in such an entitled manner. Sue!? Really? There would be no legal grounds for a lawsuit. Getting a free PCR test was a perk and a privilege.

The cruise contract states, polices, port etc. can change at will. There was no bait and switch. 

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3 hours ago, Ampurp85 said:

The cruise contract states, polices, port etc. can change at will. There was no bait and switch. 

You're correct it is not bait and switch it's an added cost to your vacation and if you are already on a tight budget it may tip over your plans. If you are traveling with a family of 4 the added cost is $840 and that is a pretty steep cost to add.

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The UK changed its rules a week or so ago so now everyone entering must have PCR test before they fly! 

It wasnt RC that made this decision it was UK Government so why should RC have to pay? 

Im sure i have seen 2 or 3 day cruises that are cheaper than some of the figures being mentioned for tests, so if im a foreigner wanting to go home do i pay $250 for test or jump on a 2 night cruise for $200 and RC will do the test for me?

Maybe if those companies who conduct the tests didn't charge so much RC may have continued with the policy they implemented at the start but it cannot continue.

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RCL can change the policy and contract any time that true. RCL do not need to pay for PCR testing , that is also true. But RCL is a business and by doing that they got more money when they needed it. For example for the last cruise we took I had to have 5 different tests : 1 before flighting (paid by us) 2, before cruising (paid by us) 3, before going back (thanks you RCL) , 4 when landing back , 5 3 days after to check everything is still OK. We were OK with that  but if we could not tested on the ship before going back (even if it would cost money) not sure we would take this cruise as I did not want to have to check at airport 3 hors before the flight and pray that everything will be OK. By testing on the ship I knew I can plan incase something goes wrong and find myself a nice hotel to be quarantine (again did not expect RCL to pay for it). 

Another example , I am boked on Wonder of the seas from Barcelona , I am flying back the same day as embarkation (otherwise extra vacations day) If I would not be able to do the test on the ship no chance I will be able to catch my flight back and I will need to cancel this cruise. Again , I am ok to pay for it , I am ok that if found positive RCL will not need to pay for my flight back. 

Regarding RCL do not want to get many positive results , there is an issue here , I think that by doing the testing for the International travelers , B2B cruisers and children they are getting statistical information if the protocol are working or not... By not testing anyone they will miss allot of data and will be blame anyway when people going to be tested post the cruise (just will not be able to prove differently) 

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16 hours ago, smokeybandit said:

RC was doing people one heck of a favor to help them comply with their home country rules.

 

While it does stink that they're going away from it, it's really your home country that's the issue, not RC.

Exactly, we were fortunate on Freedom in early December to get the free PCR test. By no means do they need to do it just because our County requires it. On a side note, we are seeing record highs of covid in Canada now so the PCR test requirement is clearly not helping much.

I don't blame RC at all for stopping the testing, it's such a hassle for them.

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@TravelerI am not sure how RCG got more money by testing people. It was my understanding that for a while very few international guests were sailing during the restart......barring those ships that are/were in Europe and Asia. Now that borders are open and restriction lessen, you have more people internationally cruising. The cost for RCG is a triple burden. You now have to designate staff to do the test, materials to cover said test, plus the burden of having those cases tied to their business. 

I am not saying this isn't a financial burden to those who vacation budgets are already stretched thin. I guess my point is that given these times, there should be multiple plans included in your budget. I also want to say you don't have to pay $210 for a PCR test. This is where it is important to do your research. RCG marks everything up.

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The real crime is the private testing places that are charging such insane rates. Anywhere that takes insurance, testing is typically free, but these for-profit sites know they have a captive audience that need tests quickly, and so they've set their rates way higher than I personally feel is fair. 

 

Also, to whoever suggested that legal fees would be less than the $840... you clearly don't use lawyers much, do you? 😂

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1 hour ago, Ampurp85 said:

@TravelerI am not sure how RCG got more money by testing people. It was my understanding that for a while very few international guests were sailing during the restart......barring those ships that are/were in Europe and Asia. Now that borders are open and restriction lessen, you have more people internationally cruising. The cost for RCG is a triple burden. You now have to designate staff to do the test, materials to cover said test, plus the burden of having those cases tied to their business. 

I am not saying this isn't a financial burden to those who vacation budgets are already stretched thin. I guess my point is that given these times, there should be multiple plans included in your budget. I also want to say you don't have to pay $210 for a PCR test. This is where it is important to do your research. RCG marks everything up.

I can tell you that by heaving the test on board I could be on my last trip that contribute money to RCL in so many different way , same for all the down payment on many other cruises + shore excursions  , internet  and other package. Don't get me wrong , I am OK to pay for testing on board , it just allow us to plan much better and fly back near debarkation. Its not a matter of entitle , I just think from business perspective they can do more money like unless they have enough people to fill the cruise ships without international travelers (which is also OK).

By the way , if Royal wants to cut the cost its very simple , they can use the augmentation system which many places successfully do , its also increase the speed of results. You take two samples, one you keep aside, one you mix with 10,20, 30 or more  other samples , you check the mix tube , only if it is coming positive you check the individual samples of this batch.  

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57 minutes ago, GKMCruising said:

The real crime is the private testing places that are charging such insane rates. Anywhere that takes insurance, testing is typically free, but these for-profit sites know they have a captive audience that need tests quickly, and so they've set their rates way higher than I personally feel is fair. 

 

Also, to whoever suggested that legal fees would be less than the $840... you clearly don't use lawyers much, do you? 😂

I also suspect that some of them are collecting money and use the free system to analyze the results , sometime the generous enough to call it "handling fees" ... 

On the other hand I found at least in the west cost a 25$ PCR testing with results after less than 24 hours.

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Cruising during the restart won't be for everyone.  This policy change is a serious downer for any foreign (non-US) cruiser leaving from a US port but it is exactly the kind of last minute policy change that can occur during the restart.

For me the clear solution is to request a refund and accept no other outcome.

Many of us have stories to tell of something that didn't go our way because of the pandemic both on sea and on land well apart from cruising.  At the end of the day the virus is to blame for so much impact in so many ways.

Sorry the latest variant and reactions from governments around the world has impacted your cruise but sadly that is life during a pandemic.  Take the money and try again, or not, when you are more comfortable and hopefully we are all dealing with less impact.    

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10 hours ago, Ampurp85 said:

 Getting a free PCR test was a perk and a privilege.

The cruise contract states, polices, port etc. can change at will. There was no bait and switch. 

Incorrect. It was part of the service offered by RCL for international travelers. Of course they could stop this offer at anytime but for the clients that made their reservation based on the fact that this costly service will be provided for them, RCL should either offered compensation or full refund with no strings attached. 

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18 hours ago, WAAAYTOOO said:

While the cost of the test may be some small factor with this policy change, it is not reason for the change.  Royal cannot afford for the skyrocketing number of positive test results to be their (cruise line) problem.  They need neither the “head count” nor the costs associated with quarantine and repatriation.  These are the costs and responsibilities that Royal is offloading.  Whether that’s a moral or immoral decision, is certainly debatable.  Since US citizens do not require a test to re-enter the US (for now, at least) there will no accounting for COVID carriers coming off the ship unless they have fallen ill and exhibit symptoms while on board. They are washing their hands.

The US does require a negative Covid test to get back into the US from other countries.  It must be done within 24 hours of flying back.  This will impact my European cruise, where we get off the ship at some ungodly hour, have a 2 hour trip to the airport and somehow must get testing done before boarding our flight  I don't know why some people seem to be placing the blame on the Canadian government.  People booked cruises knowing they had testing (like I did) and that Royal would assist them to get home.  Royal has pulled the rug out from under it's passengers.  I will be evaluating all this prior to my final payment being due to see where I stand-thankfully I have time to do so.

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10 minutes ago, Pattycruise said:

The US does require a negative Covid test to get back into the US from other countries.  It must be done within 24 hours of flying back.  This will impact my European cruise, where we get off the ship at some ungodly hour, have a 2 hour trip to the airport and somehow must get testing done before boarding our flight  I don't know why some people seem to be placing the blame on the Canadian government.  People booked cruises knowing they had testing (like I did) and that Royal would assist them to get home.  Royal has pulled the rug out from under it's passengers.  I will be evaluating all this prior to my final payment being due to see where I stand-thankfully I have time to do so.

It's easy for Americans returning home since it can be an antigen test.

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1 hour ago, Ampurp85 said:

Now that borders are open and restriction lessen, you have more people internationally cruising.

 

You are correct that borders are open in US however in Europe borders are closing again and restrictions are being reintroduced! 

Brits cannot visit a number of countries. 

Other countries such as Netherlands and Austria are in lockdown

Tests are required for everyone travelling to and from countries.

Governments have made it more difficult for people to travel due to new restrictions, news today mentioned that NYC has implemented a mandate that over 12s must have vaccine to enable them to enter certain premises will there be such an uproar about this as there is about RC stopping testing for Foreign cruisers? I doubt it...simply because Jim Walker loves going to the Theatre pmsl

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28 minutes ago, Cez said:

Incorrect. It was part of the service offered by RCL for international travelers. Of course they could stop this offer at anytime but for the clients that made their reservation based on the fact that this costly service will be provided for them, RCL should either offered compensation or full refund with no strings attached. 

I understand the disappointment but it was not part of the cruise contract.  You equally have a right to hire an attorney to sue over the loss of mushroom soup in Chops and your success will likely be the same.

Still, I get it.  It is a disappointing policy change but it is well within their right to make the change as they adapt to the pandemic.  Ask for a refund.  

As a Canadian myself I do feel the government is mostly to blame.  They are making rules to make it difficult to travel.  Their goal is to create a border closure without actually closing the border.  Ending the short trip test exemption at land borders is a perfect example.  They are trying very hard to discourage Canadians from leaving.  It's working too.     

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5 minutes ago, smokeybandit said:

It is kind of funny that the supposed epicenter of omicron is stopping all contact tracing and quarantines and just focusing on symptomatic people

What's even funnier is I watched one of the Sunday news shows where they talked about other countries and Omicron -other countries as in not South Africa- where this variant supposedly started.  Wouldn't you look to the first country to determine what the impacts are. Hospitalizations especially.  Instead they keep trying to find ways to make this bigger.  Give us the hospitalization and death numbers, daily, like they did when this all began. 

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19 hours ago, WAAAYTOOO said:

While the cost of the test may be some small factor with this policy change, it is not reason for the change.  Royal cannot afford for the skyrocketing number of positive test results to be their (cruise line) problem.  They need neither the “head count” nor the costs associated with quarantine and repatriation.  These are the costs and responsibilities that Royal is offloading.  Whether that’s a moral or immoral decision, is certainly debatable.  Since US citizens do not require a test to re-enter the US (for now, at least) there will no accounting for COVID carriers coming off the ship unless they have fallen ill and exhibit symptoms while on board. They are washing their hands.

I have no proof but feel strongly this is behind the policy change.

Last week a Canadian on Symphony went for their routine PCR test to fly home.  Stop the truck, positive result, asymptomatic.  From their accounting Royal was great to work with but in the end it likely cost Royal over $20k to manage.  Royal likely spent hours negotiating with the Canadian government over repatriation.  

It simply doesn't make business sense to continue on that basis.  They'll go bankrupt doing that for any sort of number of Canadians.  Omicron is too easily spread despite what appears to be mild outcomes.  For a business they simply can not afford multiple $20k+ expenses every week.  

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9 minutes ago, twangster said:

I understand the disappointment but it was not part of the cruise contract.  You equally have a right to hire an attorney to sue over the loss of mushroom soup in Chops and your success will likely be the same.

Still, I get it.  It is a disappointing policy change but it is well within their right to make the change as they adapt to the pandemic.  Ask for a refund.

I disagree. Not the same as mushrooms soup since you have other choices. 

In this case it is like building cruise terminal in the middle of nowhere and include transportation from airport. 
After gathering clients, announce that you are not offering transit anymore but you made arrangements with independent provider and they will transfer your clients from $210 per person. If clients made non refundable too bad for them. 

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5 minutes ago, Cez said:

I disagree. Not the same as mushrooms soup since you have other choices. 

In this case it is like building cruise terminal in the middle of nowhere and include transportation from airport. 
After gathering clients, announce that you are not offering transit anymore but you made arrangements with independent provider and they will transfer your clients from $210 per person. If clients made non refundable too bad for them. 

You are not forced to pay them for the test.  You HAVE choices including free tests available in the US with 3rd parties or an infinite number of paid tests available for PCR or NAAT on a rapid basis.  In the US you might as well ask where you can get a car wash.  Testing sites are all over the place and now that Xmas is over the demand has fallen off sharply.

You have choices.

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