Symphony of the seas itinerary change

[Clif809]

Symphony of the seas January 12th has changed the itinerary changed from San juan and St maarten to Labadee and Falmouth Jamaica.  Both on the do not travel list. A total disappointment. 

[SpeedNoodles]

I'd be thrilled to go to Labadee.  Not so much Falmouth, but I love staying on the ship when it's Symphony.  I'm sorry you're disappointed.

[smokeybandit]

Tensions have to be rising between RC and PR

[Clif809]

We picked this itinerary because of the destinations we live close to the best beaches so 2 beach days is not anything. 

[DoomSlayer]

I am jealous.  I would love to be re-routed to Labadee.

[Ryan79]

1st world “disappointment”

[MamaShark]

I’m disappointed also @Clif809 and feeling betrayed. Rumors circulated and there have been documented issues of Oasis Class ships  including SYM being unable to dock in Puerto Rico since at least April 2024. I reached out to Royal several times before making my final payment and again this week and was assured there would be no change in our itinerary. Receiving an email with itinerary changes today for our 12/29 sailing is unacceptable. Telling us that being diverted to Haiti (during a level 4 do not travel advisory) is suddenly safe is an insult. RC stopped visiting Labadee in March, 2024… but now “ the safety and security of our guest remains our main priority” — and just like that it’s safe again? 

[Ryan79]

@MamaShark Labadee is perfectly safe. You will have no access to or interaction with the general public. You are in a secluded environment that is no where near where the danger is. Haiti hasn’t been safe for the majority of my lifetime. Do me a favor and look up how many cruisers have been murdered or kidnapped out of Lebadee. Also, remember you 100% agreed to this change in your terms and conditions. You itinerary was NEVER guaranteed and they could have even changed it while you were at sea.

[MamaShark]

@Ryan79 as a very loyal Diamond Plus member of Royal Caribbean C&A society I have over 10 visits to the very serene lush Barefoot Beach in Labadee under my belt. I'm far from a 'newbie' as you seem to assume. I don't care to look up statistics on crime in Haiti because that wasn’t the issue I raised. My frustration lies with Royal Caribbean's clear deception in repeatedly assuring me—months and days leading up to my trip—that there would be no changes to my itinerary.
Yes, I understand that the terms and conditions allow for itinerary changes. I’ve been on a few cruises when the itinerary changes were announced (for good reasons) the day before we were scheduled to reach the port.

If Royal Caribbean values its reputation, there should always be valid reasons, and guests should be notified in a timely manner when there are known issues such as incomplete maintenance/repairs  for a substantial amount of time. 

I’m disappointed that a demand was made for final payment based on the original itinerary and the promised destinations Royal continued to make, only to be informed last minute that I’m being sent to a different Level 4 ‘Do Not Travel’ destination. This isn't about Haiti—it’s about the lack of transparency and communication from Royal Caribbean. I believe I have the right to determine what feels safe for me, especially in light of a government issued travel advisory..

[27th Lady]

Take a look at this info put out by the US Embassy Haiti:  https://ht.usembassy.gov/u-s-citizen-services/local-resources-of-u-s-citizens/information-for-travelers/

It says the following: “Labadee, a port near Cap Haitien in the north – only accessible by cruise ship passengers – has private security and low rates of reported crime. Travelers should exercise reasonable precautions”

 

It’s  totally up to you what makes you feel safe. Hope you manage to have a good vacation 

[GatorCruiser]

10 hours ago, MamaShark said:

@Ryan79 as a very loyal Diamond Plus member of Royal Caribbean C&A society I have over 10 visits to the very serene lush Barefoot Beach in Labadee under my belt. I'm far from a 'newbie' as you seem to assume. I don't care to look up statistics on crime in Haiti because that wasn’t the issue I raised. My frustration lies with Royal Caribbean's clear deception in repeatedly assuring me—months and days leading up to my trip—that there would be no changes to my itinerary.
Yes, I understand that the terms and conditions allow for itinerary changes. I’ve been on a few cruises when the itinerary changes were announced (for good reasons) the day before we were scheduled to reach the port.

If Royal Caribbean values its reputation, there should always be valid reasons, and guests should be notified in a timely manner when there are known issues such as incomplete maintenance/repairs  for a substantial amount of time. 

I’m disappointed that a demand was made for final payment based on the original itinerary and the promised destinations Royal continued to make, only to be informed last minute that I’m being sent to a different Level 4 ‘Do Not Travel’ destination. This isn't about Haiti—it’s about the lack of transparency and communication from Royal Caribbean. I believe I have the right to determine what feels safe for me, especially in light of a government issued travel advisory..

Hard to argue with any of these  well stated points. I guess for the foreseeable future we mustn’t risk booking any oasis class that have PR as a stop cause it’s likely not going to happen with the pier situation. 

[Antknee]

On 12/21/2024 at 12:13 AM, MamaShark said:

I’m disappointed also @Clif809 and feeling betrayed. Rumors circulated and there have been documented issues of Oasis Class ships  including SYM being unable to dock in Puerto Rico since at least April 2024. I reached out to Royal several times before making my final payment and again this week and was assured there would be no change in our itinerary. Receiving an email with itinerary changes today for our 12/29 sailing is unacceptable. Telling us that being diverted to Haiti (during a level 4 do not travel advisory) is suddenly safe is an insult. RC stopped visiting Labadee in March, 2024… but now “ the safety and security of our guest remains our main priority” — and just like that it’s safe again? 

I’m on the same sailing and I agree with you 100 percent. They sold and marketed this New Years Holiday Cruise as  an Eastern Caribbean itinerary knowing that it was unlikely that the San Juan port would be fixed. Now, all ports being visited including Nassau, Labadee, and Falmouth are under a travel advisory for crime and civil unrest. Also, instead of heading further south, we will spend a day in Nassau where the weather is considerably cooler than San Juan or St. Maarten. The fact that Royal Caribbean did not offer an option to reschedule or sail on a different ship is unacceptable. Id like to reiterate that we paid a significant premium to sail on New Years.

[Antknee]

On 12/21/2024 at 12:13 AM, MamaShark said:

I’m disappointed also @Clif809 and feeling betrayed. Rumors circulated and there have been documented issues of Oasis Class ships  including SYM being unable to dock in Puerto Rico since at least April 2024. I reached out to Royal several times before making my final payment and again this week and was assured there would be no change in our itinerary. Receiving an email with itinerary changes today for our 12/29 sailing is unacceptable. Telling us that being diverted to Haiti (during a level 4 do not travel advisory) is suddenly safe is an insult. RC stopped visiting Labadee in March, 2024… but now “ the safety and security of our guest remains our main priority” — and just like that it’s safe again? 

I’m on the same sailing and I agree with you 100 percent. They sold and marketed this New Years Holiday Cruise as  an Eastern Caribbean itinerary knowing that it was unlikely that the San Juan port would be fixed. Now, all ports being visited including Nassau, Labadee, and Falmouth are under a travel advisory for crime and civil unrest. Also, instead of heading further south, we will spend a day in Nassau where the weather is considerably cooler than San Juan or St. Maarten. The fact that Royal Caribbean did not offer an option to reschedule or sail on a different ship is unacceptable. Id like to reiterate that we paid a significant premium to sail on New Years.

[Clif809]

I feel we will not be so quick to Royal in the future. They have been changing this itinerary since November and yet we have been just notified for our January sailing. We all have been deceived 

[AndrewPunch]

On the February 9th Symphony of the Seas and ours hasn't changed yet. but this does fall into the "reasonably foreseeable" standard of care for a business.  The clause in the cruise contract Is for when ports could change for weather or other unforeseen things that could occur.  The pier has been unable to accept Oasis class ships since April per the coast guard and  is reasonably foreseeable to miss the port.  Now, I doubt anyone will lawyer up on this but Royal is failing the standard of care. 

[MamaShark]

@Antknee yes we paid a premium amount for a higher to tier itinerary and have been placed in a lower tier itinerary. This was a known issue in September when our payment in full was due yet I continued to receive responses in writing  (last one dated December 20th) saying they fully reviewed my original itinerary and there would be no itinerary changes. There are articles and documents that make it clear that Royal Caribbean has known at least since April 2024 that Symphony wouldn’t be permitted to dock in Puerto Rico for an unspecified amount of time. As you stated, Holiday Cruises to Puerto Rico were still being marketed and sold. 
If truthful information had been provided earlier, (before the Sept. when I made our final payment made on our Star Class Cruise), I would have canceled and used the $XX,000 for very nice Holliday to a “known” destination without level 4 do not travel advisories. 
I would have forfeited my nonrefundable deposit which was pennies compared to what I paid for the final payment -  the total cruise fare. instead I was misled by repeated assurances, and now I’m forced to spend a holiday I wouldn’t have chosen given the risks involved ………or lose thousand and thousands of dollars.
The worry and lack of transparency has caused significant emotional and financial distress. We no longer feel secure and I’m now preparing for a vacation under extremely stressful conditions. YES, we have every right to feel  disappointed and deceived; receiving an email INTENTIONALLY SENT 9 days before our departure date.

We’ve already paid for airfare, hotels, ground transfers, and our adult children have taken time off work. Time that can’t be reinstated, money that won’t be recovered, recouped, tickets that won’t be refunded or transferable. 
Btw, every cabana and most of the Royal Caribbean excursions in Haiti and Jamaica are of course sold out. I wish you luck and finding a fair resolution.

[Jeremiah]

To avoid any further issues with San Juan, it sounds like they have different piers depending on ship size. So it appears this is mainly affecting the Oasis class/Icon ships. So as a workaround just go on a smaller ship Royal Caribbean ship to visit San Juan. If a common port is missed, it's easier to book another cruise in the future where San Juan is listed in the itinerary. In Royal Caribbean's case, they do have ships leaving out of San Juan. So why not fly down there and then go in and out of that port on a smaller vessel? That's what I would do. When life has things blocking your path, you find an alternative route to go around. There's always next time. 

[Crown&AnchorEsq]

I suspect this is a function of triaging customer service.  @MamaShark requested confirmation that the itinerary was not changing, a relatively straightforward customer service request that is assigned to low-level CS rep who looks at the itinerary and responds, yes, no changes to your itinerary you are all set.  In reality we know that Royal has been scrambling to reroute these ships because they do not know when the situation in PR will change.  The same thing happened with the prior Labadee cancellations. I suspect a higher-placed CS rep when confronted with a specific question about PR might have phrased it differently as "we do not currently expect any changes in your itinerary but we are actively monitoring the situation in San Juan," though I would defer to Mamashark as to what was inquired and what the actual response was.   

In the past these pier repairs have been pretty quick but the USCG became involved in this one and seems to be fired up about the control of the port and dragging this out.  I am not sure if it falls below the standard of care if they keep reasonably expecting the port to reopen but then it does not.  Once they pull the trigger and change the itinerary its not like they can change it back without invoking the same ire developed in this case.  If they cancel 3-4 months in advance and it is fixed tomorrow they now have no Oasis ships there for 3-4 months.

As to whether two private islands is a "lower tier" itinerary...reasonable minds can disagree.

 

[Patricia G12]

We didn’t agree to go on Symphony to go to Haiti and Jamaica. This is so deceiving and ruined our holiday. And letting us know 19 days before our trip without a choice to get a refund is so unfair. 
 

[DuckHunter]

You guys agreed to the Terms and Conditions for cruising.  The terms and conditions clearly allow for RCCL to make unilateral changes and modifications to itineraries. That means they will not consult with Karen or Nancy or Tom or Frank before altering the itineraries because Karen, Nancy, Tom and/or Frank felt "decieved," "betrayed," "defrauded," or whatever. 

If the the port does not have a safe dock for the ship, that is a fact that cannot change.  If those cities, countries, or whatever haven't finished repairs or whatever, RCCL cannot do anything about that.   

BY THE WAY, if you guys won't cruise RCCL for these types of issues, what makes anyone think that other cruise lines don't unilaterally change itineraries? 

Last, I guess you guys can choose another cruise line, but make sure you don't book the cruise line that was responsible for wrecking the San Juan port in the first place. LOL

These are First World problems and to get worked up this much is...meh. I will leave it be.  You guys have the right to feel however you want.  

[ZinzMat]

A cruise is better than no cruise, so I won't say our vacation is ruined, but I agree with the above this feels deceitful. I get PR needs to be skipped, but then why are we also missing St. Maarten? We specifically AVOIDED booking itineraries that went to Labadee and Falmouth because we just don't care for those ports.  We paid more for this itinerary and now we're most likely ending up at Labadee and Falmouth? If we're already going to PDCC, why add Labadee when there are plenty of other places we could go? We should at least be offered a refund of the difference in itineraries.

[Baked Alaska]

Today (12/26/24), the Haitian Prime Minister was kicked out after 6 months on the job. Maybe we're not headed to Labadee after all. Cruise to PDCC and nowhere? Western Caribbean?

[AshleyDillo]

5 hours ago, ZinzMat said:

I get PR needs to be skipped, but then why are we also missing St. Maarten?

There's not many ports that can accommodate an Oasis class ship and those that can near St. Maarten have limited berths for the big ships. 

[ScottD]

16 hours ago, DuckHunter said:

Last, I guess you guys can choose another cruise line, but make sure you don't book the cruise line that was responsible for wrecking the San Juan port in the first place. LOL

 

Why not? At least that cruise line can still go, even with its bigger ships (just went to San Juan on MSC this month) 

[USCG Teacher]

6 hours ago, ScottD said:

Why not? At least that cruise line can still go, even with its bigger ships (just went to San Juan on MSC this month) 

MSC out there playing 3D chess while everyone else is still playing checkers. 

[almost done]

On 12/21/2024 at 7:43 PM, 27th Lady said:

Take a look at this info put out by the US Embassy Haiti:  https://ht.usembassy.gov/u-s-citizen-services/local-resources-of-u-s-citizens/information-for-travelers/

It says the following: “Labadee, a port near Cap Haitien in the north – only accessible by cruise ship passengers – has private security and low rates of reported crime. Travelers should exercise reasonable precautions”

 

It’s  totally up to you what makes you feel safe. Hope you manage to have a good vacation 

Would you be happy to go to a days inn after paying for a Hyatt.   I don't have a choice but to try to have a good vacation as they have all my money.

[almost done]

On 12/23/2024 at 12:26 AM, MamaShark said:

@Antknee yes we paid a premium amount for a higher to tier itinerary and have been placed in a lower tier itinerary. This was a known issue in September when our payment in full was due yet I continued to receive responses in writing  (last one dated December 20th) saying they fully reviewed my original itinerary and there would be no itinerary changes. There are articles and documents that make it clear that Royal Caribbean has known at least since April 2024 that Symphony wouldn’t be permitted to dock in Puerto Rico for an unspecified amount of time. As you stated, Holiday Cruises to Puerto Rico were still being marketed and sold. 
If truthful information had been provided earlier, (before the Sept. when I made our final payment made on our Star Class Cruise), I would have canceled and used the $XX,000 for very nice Holliday to a “known” destination without level 4 do not travel advisories. 
I would have forfeited my nonrefundable deposit which was pennies compared to what I paid for the final payment -  the total cruise fare. instead I was misled by repeated assurances, and now I’m forced to spend a holiday I wouldn’t have chosen given the risks involved ………or lose thousand and thousands of dollars.
The worry and lack of transparency has caused significant emotional and financial distress. We no longer feel secure and I’m now preparing for a vacation under extremely stressful conditions. YES, we have every right to feel  disappointed and deceived; receiving an email INTENTIONALLY SENT 9 days before our departure date.

We’ve already paid for airfare, hotels, ground transfers, and our adult children have taken time off work. Time that can’t be reinstated, money that won’t be recovered, recouped, tickets that won’t be refunded or transferable. 
Btw, every cabana and most of the Royal Caribbean excursions in Haiti and Jamaica are of course sold out. I wish you luck and finding a fair resolution.

You summed up my feelings.  Pissed me off we booked this when they knew this was a problem.  The value of this trip has changed.  Anyone who feels differently are either RCL trolls or are oblivious to what happen in Haiti.  It's the optics too, who wants a port of call in a country in a civil war.  This island is secured by RCL rent a cops, first to bolt if anything happens.

 

[almost done]

On 12/20/2024 at 6:50 PM, DoomSlayer said:

I am jealous.  I would love to be re-routed to Labadee.

Really you like vacationing in a country in midst of civil war unimaginable human suffering is ongoing.  Just the optics is bad.  Haiti is in the same class as Syria, Iran and North Korea, they have resorts in those countries you can visit.

[smokeybandit]

8 hours ago, almost done said:

Really you like vacationing in a country in midst of civil war unimaginable human suffering is ongoing.  Just the optics is bad.  Haiti is in the same class as Syria, Iran and North Korea, they have resorts in those countries you can visit.

Many caribbean nations cruise lines visit have significant crime and poverty issues. So do many US cities. Yet, stories of cruise passengers having issues while in port are extremely rare.

[GatorCruiser]

I understand being pissed about the itinerary change. I would be too. But I was just at labadee in November and it was lovely I I never felt unsafe. 

[OCSC Mike]

3 minutes ago, GatorCruiser said:

I understand being pissed about the itinerary change. I would be too. But I was just at labadee in November and it was lovely I I never felt unsafe. 

Yep, I don’t personally like Labadee but would have zero safety concerns there.

[ScottD]

9 hours ago, almost done said:

Really you like vacationing in a country in midst of civil war unimaginable human suffering is ongoing.  Just the optics is bad.  Haiti is in the same class as Syria, Iran and North Korea, they have resorts in those countries you can visit.

I have no issues visiting a country when the unrest is HOURS and HOURS away, through almost inaccessible forests and hills, yes.  Jamaica, Nassau, the US, LOTS of places have travel advisories.  

[JChipps]

I am sailing February on Symphony. It is frustrating for me, because I did choose this itinerary to go to ports I have not yet visited.  And paid a good amount of money for it.  I have been to Haiti numerous times along with visiting Jamaica.  I would have hoped if they needed to change the itinerary at least select ports that are eastern Caribbean.  Granted I do not know the extent of other ports with a ship of our size, but there has to be something.   Haiti and Jamaica are western Caribbean.   I do feel we are all getting the run around and can do nothing about it.    I would at least hope for some sort of compensation such as a discount for our next cruise with RC since they change the itinerary so late that we can’t do anything about it if we are dissatisfied.  

[MamaShark]

On 12/24/2024 at 9:48 AM, Crown&AnchorEsq said:

I suspect this is a function of triaging customer service.  @MamaShark requested confirmation that the itinerary was not changing, a relatively straightforward customer service request that is assigned to low-level CS rep who looks at the itinerary and responds, yes, no changes to your itinerary you are all set.  In reality we know that Royal has been scrambling to reroute these ships because they do not know when the situation in PR will change.  The same thing happened with the prior Labadee cancellations. I suspect a higher-placed CS rep when confronted with a specific question about PR might have phrased it differently as "we do not currently expect any changes in your itinerary but we are actively monitoring the situation in San Juan," though I would defer to Mamashark as to what was inquired and what the actual response was.   

In the past these pier repairs have been pretty quick but the USCG became involved in this one and seems to be fired up about the control of the port and dragging this out.  I am not sure if it falls below the standard of care if they keep reasonably expecting the port to reopen but then it does not.  Once they pull the trigger and change the itinerary its not like they can change it back without invoking the same ire developed in this case.  If they cancel 3-4 months in advance and it is fixed tomorrow they now have no Oasis ships there for 3-4 months.

As to whether two private islands is a "lower tier" itinerary...reasonable minds can disagree.

 

@Crown&AnchorEsq an estimated 3000+ remained on the ship during our December 29th sailing. From our balcony Labadee looked like a peaceful slice of paradise. I couldn’t force myself to stroll along her beaches or lay in her cabanas knowing the atrocities and chaos unfolding. I hope to return again one day on my own volition. Below is a part of a pre-cruise response I received 9 days before sailing

[ChessE4]

There are atrocities around the world everyday. It is appropriate to take a a moment to think about this as we plan our lives, balancing what we contribute to worthy causes with what we spend on ourselves. But having chosen to cruise, I'd try to enjoy it fully. Frankly, I am more worried about the fate of women in the US...

[ckruetze]

I won't be on Symphony until April. But I wouldn't mind the itinerary change. Never been to either Labadee or Falmouth
There are bad things all over the world. Here in Europe, in the US, in Asia, in the Caribbean if you go somewhere or rather not go somewhere a consideration is always how much do you hurt the people working vs the government responsible for the bad things.

I trust Royal to make the correct decisions regarding safety. (If I wouldn't I would cruise with Royal).

[Crown&AnchorEsq]

@MamaShark thanks for the clarification.  Seems to support what I expected.  Shoreside genies do not have a stellar reputation around these parts.  Seems they gave you a generic itinerary response without investigating the status of PR.  

 

[JimnKathy]

On 12/20/2024 at 6:13 PM, Clif809 said:

Symphony of the seas January 12th has changed the itinerary changed from San juan and St maarten to Labadee and Falmouth Jamaica.  Both on the do not travel list. A total disappointment. 

I think the Puerto Rico dock situation is something a good Travel Agent would bring up in conversation if such a port stop was vital to really enjoying your cruise. It's been well-publicized that big ships can't dock there.

I know our travel agent is always alerting us about opportunities and/or issues for our sailings. While I know that booking directly with RCL is a preference for some folks, this situation does illustrate the benefits of working with a really good TA rather than a 1-800 customer service rep.

We've sailed Symphony several times and it's one of those ships that we could remain onboard and have a blast no matter the port destinations.

Good luck and Happy Sailing!  

[hopeful traveler]

Good evening all cruisers, I am not a new cruiser either and have been told also that our cruise on Symphony has been redirected to Jamacia and Haiti as well for the end of February 2025. I'm writing to find out if when the itinerary is actually changed on-line and not just in an e-mail, when will excursions be available to book or even if there will be excursions to book? Does anyone have any answers. If there are no excursions to book, I'm going to take the hit and rebook on a different ship.

[Ampurp85]

2 hours ago, hopeful traveler said:

Good evening all cruisers, I am not a new cruiser either and have been told also that our cruise on Symphony has been redirected to Jamacia and Haiti as well for the end of February 2025. I'm writing to find out if when the itinerary is actually changed on-line and not just in an e-mail, when will excursions be available to book or even if there will be excursions to book? Does anyone have any answers. If there are no excursions to book, I'm going to take the hit and rebook on a different ship.

If you just got notice today I would give it a week max. There will be excursions. However given that you are past the 90 days, and much closer to 30 days, they will keep all your money. Considering the ship size, you would be better off going and treating the ship as your destination.