Unsatisfied resolution to cruise problem- no e mail reply

[Mary Alice DeLing]

I fell on the Symphony of the Seas - January 2024 cruise. Was taken to medical where I was told I had a contusion and concussion - 

( I went to sit on the loveseat in the Schooner bar to play trivia ) the seat cushion was so soft- I went way down in the seat and fell backwards- no pillow or covering on the wood frame of the seat - I hit my head- I saw stars- my sister heard the crack !! )

Medical watched me for a bit- said to go to my room and rest- return at 8:30 next morning- so I did- I did not have headache- but the bump was very sore and my neck and shoulder hurt quite a bit.  Next morning when I returned to medical I was told the suggested I get off the ship and go to Curacao Medical Center for a CT scan to rule out a brain bleed or anything else serious- also insisted I go by way of ambulance- ( I walked into he medical center ) I was told if I did not go by ambulance- I had to sign a paper that I was going against medical advise! Not now if that would void my insurance- I did what I was told- 2 mile ambulance ride- cost me $523 - then to ER - had ct scan - dr said concussion - bad bump/ contusion- released me back to the ship -( after paying $ 847.10) Needless to say- the following 3 days on the ship were not as comfortable or close to enjoyable as I had expected- I was very uncomfortable, and was offered a massage for comfort and that was very helpful. I was told to reach out to RCCL post cruise for compensation/ resolution when I got home. I stayed in Florida with family for couple weeks- and 2 weeks after the fall- I woke up with very bad headache- after 2 days of no relief- I went to walk in clinic- was diag. post concussion headache- given a shot and told to rest- let the concussion heal- I continued with headaches for about 10 more days.

Now I wrote a letter to RCCL- first- they in no way pay for any of my out of pocket expenses 1 I was told regarding compensation - I was given free medical care on the ship- 

I am a Diamond member- tells you I have sailed for many nights with RCCL- Love this class of ship- scheduled to go next January on Wonders of the Seas. 

I have spoken to so many people in their Customer Satisfaction Department and even my travel agent wrote them- bottom line- NO - No Compensation for my lack of enjoyable cruise- would be so simple to credit my next cruise for the days I missed- Yesterday someone in that department offered $ 241 credit - not really sure where that number came from- But I am looking for a better resolution to this situation- 

I think RCCL is getting like the cheaper lines- the food not so great- finally Diamond Member- now the Diamond Perks have changed to available for Diamond Plus- 

Looking for outcome- I sent Mealy an email- but was told by another Customer Service Resolution Specialist that he does not answer the phone or e mails- I was speaking to the top resolution person - 

that was scary in itself - 

So bottom line- I fell on furniture that was not in the best of condition- on 4th day of 8 day cruise - paid out of pocket for medical - and RCCL feels they owe me nothing!

I just joined this group trying to reach someone who might monitor this page- and have a better resolution / suggestion ??

( also- another person in our group sat on the same loveseat and fell back- we quickly warned him- watch out- he caught himself to avoid hitting his head- I saw a child about 12 sit down and fallback- hit her head - but got up and ran to her mom....)

 

sorry for the long read- appreciate any suggestions 

thanks

[smokeybandit]

I don't think RC did anything wrong. This is where having travel insurance is key.

[CanHardlyWait]

1 hour ago, Mary Alice DeLing said:

I fell on the Symphony of the Seas - January 2024 cruise. Was taken to medical where I was told I had a contusion and concussion - 

( I went to sit on the loveseat in the Schooner bar to play trivia ) the seat cushion was so soft- I went way down in the seat and fell backwards- no pillow or covering on the wood frame of the seat - I hit my head- I saw stars- my sister heard the crack !! )

Medical watched me for a bit- said to go to my room and rest- return at 8:30 next morning- so I did- I did not have headache- but the bump was very sore and my neck and shoulder hurt quite a bit.  Next morning when I returned to medical I was told the suggested I get off the ship and go to Curacao Medical Center for a CT scan to rule out a brain bleed or anything else serious- also insisted I go by way of ambulance- ( I walked into he medical center ) I was told if I did not go by ambulance- I had to sign a paper that I was going against medical advise! Not now if that would void my insurance- I did what I was told- 2 mile ambulance ride- cost me $523 - then to ER - had ct scan - dr said concussion - bad bump/ contusion- released me back to the ship -( after paying $ 847.10) Needless to say- the following 3 days on the ship were not as comfortable or close to enjoyable as I had expected- I was very uncomfortable, and was offered a massage for comfort and that was very helpful. I was told to reach out to RCCL post cruise for compensation/ resolution when I got home. I stayed in Florida with family for couple weeks- and 2 weeks after the fall- I woke up with very bad headache- after 2 days of no relief- I went to walk in clinic- was diag. post concussion headache- given a shot and told to rest- let the concussion heal- I continued with headaches for about 10 more days.

Now I wrote a letter to RCCL- first- they in no way pay for any of my out of pocket expenses 1 I was told regarding compensation - I was given free medical care on the ship- 

I am a Diamond member- tells you I have sailed for many nights with RCCL- Love this class of ship- scheduled to go next January on Wonders of the Seas. 

I have spoken to so many people in their Customer Satisfaction Department and even my travel agent wrote them- bottom line- NO - No Compensation for my lack of enjoyable cruise- would be so simple to credit my next cruise for the days I missed- Yesterday someone in that department offered $ 241 credit - not really sure where that number came from- But I am looking for a better resolution to this situation- 

I think RCCL is getting like the cheaper lines- the food not so great- finally Diamond Member- now the Diamond Perks have changed to available for Diamond Plus- 

Looking for outcome- I sent Mealy an email- but was told by another Customer Service Resolution Specialist that he does not answer the phone or e mails- I was speaking to the top resolution person - 

that was scary in itself - 

So bottom line- I fell on furniture that was not in the best of condition- on 4th day of 8 day cruise - paid out of pocket for medical - and RCCL feels they owe me nothing!

I just joined this group trying to reach someone who might monitor this page- and have a better resolution / suggestion ??

( also- another person in our group sat on the same loveseat and fell back- we quickly warned him- watch out- he caught himself to avoid hitting his head- I saw a child about 12 sit down and fallback- hit her head - but got up and ran to her mom....)

 

sorry for the long read- appreciate any suggestions 

thanks

Did you have travel insurance?

[Ryan79]

I fail to see where RC did anything wrong. You failed to sit properly for the type of seat it was. Any false assumptions you made about the type of seating it was, is on you.  When you hurt yourself and it’s 100% your fault, you have to pay for it unless if you have insurance to cover it. Royal is in the right here….sorry. 

[Fastfaller]

If you think it is negligence that you fell and hit you head then you can sue for that. But I don't hear you claiming negligence, it sounds more like you got hurt and therefore didnt enjoy your cruise so someone should reimburse you for your lack of fun. That's not how it works. If I slipped and fell on the pool deck and broke my arm, it would be an accident, pool decks are slippery, but RC wouldn't owe me because of an accident.

Now if you could prove Gross negligence because the furniture was defective and it should have been known to the cruise line that's a different story .

Now that being said let's ask another important question. You were at a bar on a moving ship, was there alcohol involved? Could your fall have been avoided if there was no alcohol? Again not accusations, just questions.

[TXcruzer]

I’ll take “someone must pay for my accident” for $2000, Alex. 
 

Give me a break, there was an ACCIDENT, you received free medical care and advice. Move on 

[Pattycruise]

I’m sorry this happened to you.  It’s especially sad that others sat in the same seat and also fell backwards. Sounds like that seat needs some attention.  I have no other advice except perhaps email the CEO MBAYLEY@rccl.com and make your complaint about that furniture and your request for reimbursement.

[Baked Alaska]

Have you heard anything back from your travel insurance. You didn't mention that you didn't have it, so I'm assuming that you are a smart and savvy traveler and had it.

[Baked Alaska]

Ironic. People will gamble in the casino and with their trip. They'll accept the loss in the casino, but not with their trip. At least you can insure one. COME ON, PEOPLE!