Complaints

This profile includes complaints for Royal Caribbean Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Royal Caribbean Group

  1050 Caribbean Way Miami, FL 33132-2028

• 

  Royal Caribbean Group

  1007 North American Way Miami, FL 33132

• 

  Royal Caribbean

  815 Channelside Dr Tampa, FL 33602-4200

• 

  Royal Caribbean International

  4729 S Palisade St Wichita, KS 67217-4925

• 

  Royal Caribbean Group

  14700 Caribbean Way Miramar, FL 33027-4161

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/10/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On april 1st we had booked a cruise to celebrate my uncles 80th birthday. Prior to arrival at the port when we called in to ask if passports were necessary, the royal caribbean phone representative told us state ID would be sufficient. Upon on boarding process couple of our family members did not have their passports as they were not advised to bring them. They denied boarding and the rest of us did not get onto the ship. They offered zero refund or credit to put toward a future booking. This company operates very poorly and I hope no one goes through what we have. I was charged for the entire ticket even though we did not sail. Terrible customer service.

  Business Response

  Date: 08/19/2022

  Subject: Saeedi
  
  Case: 17700197
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  It is the responsibility of all guests to obtain and present all documentation required to sail. This is advised in the Cruise Ticket Contract that guests must agree to abide by in order to book, in the Guest Ticket Booklet under International Cruise Travel that this party has attached, as well as on our website in the Frequently Asked Questions. We feel we have exercised our due diligence in providing the information regarding the requirement to present all necessary visas in order to sail and it is not our common practice to issue refunds to those that are unable to sail due to not being able to present all of the required documentation. Out of fairness to all, we cannot ***** individual exceptions and are unable to honor the requested resolution in this case. More information regarding travel documentation can be found on our website here:
  
  https://www.royalcaribbean.com/faq/questions/what-travel-documents-are-required-for-cruises-from-*************-ports
  https://www.royalcaribbean.com/faq/questions/non-*************-citizen-travel-documentation
  
  Thank you for bringing this matter to our attention.We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  Guest Experience Management

• Initial Complaint

  Date:08/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  See the attachment for explanation and I am seeking full refund in the amount $1968.01.

  Business Response

  Date: 08/19/2022

  Subject: ******
  
  Case: 17694750
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Weve made contact with the travel agency and have come to an amicable resolution.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  Guest Experience Management

• Initial Complaint

  Date:08/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a cruise directly with Royal Caribbean. No travel agency was involved. We paid the full amount of our fares; $1,490.20 On July 7, 2022, the day before embarking, we went to get tested for COVID-19, as a required condition to embark.My wife and I, we both tested positive for COVID-19. Therefore, we would not be allowed to embark.Royal Caribbean's policy in these cases is to give the customers the option of a 100% refund of the paid fare, or else to choose a Future Cruise Credit, also for the 100% of the amount paid by such customer.We immediately did communicate our positive testing, we provided the testing results copies, and specified that our option was to be reimbursed for the$1,490.20 that we had paid. We sent an email, which was acknowledged by *********************** *************************, a Royal Caribbean representative, saying the following: "Thank you for sending the documentation, you will be receiving a refund for the total of the cruise in **** business days to the original form of payment."I followed up with three emails. As of today August 9, 2022, we have not yet received the money or an explanation for the delay.

  Business Response

  Date: 08/18/2022

  Subject: *******
  
  Case: ********
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We are sorry that you have not received the refund for your cancelled sailing. Due to a technical issue the refund was not processed, and we are working diligently with our ********************* to expedite it as fast as we can. We appreciated their continued patience.      
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  Guest Experience Management

  Customer Answer

  Date: 08/18/2022

   
  Complaint: 17693110
  
  I am rejecting this response because:

  It indicates "We have thoroughly reviewed this complaint and consider it resolved."

  Although I appreciate the attention of the issue from Royal Caribbean, and I accept the response in a way that they acknowledge that they still have to make the refund effective, the issue will be entirely resolved when the amount is fully refunded.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/24/2022

  Subject: *******
  
  Case: ********
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Due to a technical issue the refund was not processed, and we are working diligently with our IT and ********************* to expedite it as fast as we can. We appreciated their continues patience.     
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  Guest Experience Management

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17693110
  
  I am rejecting this response because:

  The latest response from Royal Caribbean on 8/24/2022 is a copy of what that they sent on 8/18/2022. 

  I don't consider this matter resolved.

  I will only consider this matter resolved when I receive a full refund of what I have paid.

  Royal Caribbean indicated that I would be reimbursed on ten days from the date of my claim, on July 7, 2022.

  From July 17th to this day I have paid $26.75 to my credit card, on interest over the amount that they owe me.

  If I don't receive my reimbursement immediately, I will start claiming the interest I have to pay because they are not timely reimbursing my money.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/31/2022

  Subject: *******************************  
  
  Case: ********  / 9801468
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Our records show that the refund of $1,238.00 USD was disbursed to a MasterCard ending in **** on August 31, 2022. Please note that some financial institutions require additional time to process refunds into accounts once they receive a refund. If ****************** does not see this refund in his account,he will need to reach out to his financial institution for further assistance.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  Guest Experience Management

  Customer Answer

  Date: 09/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable. However, Royal Caribbean caused ** unnecessary aggravation and loss, since we had to pay interest to our credit card as a result of their delay in reimbursing our money.

  Although we consider this case closed, as well, we know now that this is a cruise line that is not reliable. We will never do business with them in the future. 

  My thanks to BBB to help us in resolving this matter.

  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/09/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** cruise sailing on 6/27/22 Booking # ******* Quantum of the Seas ship Total price paid ******* My husband, *****, and I contracted Covid prior to sailing. We were tested on 6/19/22 with positive results. I spoke with a Royal Caribbean customer service rep that same day and twice more that week informing them of our results and wanting to receive a 100% money refund per their Covid + policy. The reps I spoke with that week stated refunds are in progress and that it may take up to ***** days. Thus far I have received credits for port charges of ****** and a return of cruise credits of ****** from a cruise last year. I have called two more times since then requesting information on the refund only to be told about the ***** days it could take. I called on 8/8/22 which would be about 50 days after cancelling only to find out the remainder of ******* was not "released yet", and that it would take another "2-3 weeks more or less" for it to be released. This information on that last call was inexcusable and unacceptable not only to me but their own policy. This concern should have been expedited to a 2-3 day return on monies, not make me wait another 2-3 weeks. (On another note, my sister and her husband were set for the same cruise who also contracted Covid, they received their full refund within 20 days of calling on 6/21/22). I am asking for a speedy return of my ******* and not having to wait 2-3 more weeks.

  Business Response

  Date: 08/18/2022

  Subject: Langlios
  
  Case: 17686905
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We truly apologize for the delay in receiving the refund. The original request encountered a technical issue which we believe we have now resolved. We kindly ask that the guest allow 2-3 weeks for the funds to be received on their **** ending in ****.
  
  We will work with the agents who assisted with this request prior to identify areas of improvement. We appreciate this partys candid feedback about their customer service experience.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  Guest Experience Management

  Customer Answer

  Date: 08/20/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by Royal Caribbean in reference to complaint ID ********. It is unfortunate and with disappointment that I must wait another 2-3 weeks on top of the already 8 weeks that has transpired. The only request I was asking was to expedite their mishaps due to their "technical issue", but according to them that cannot be fulfilled. Moreover, I do not understand their lack of concern but have no choice but to wait. I now regret booking my October Hawaiian cruise with them which was booked prior to this current situation. I have also filed a complaint with the ******* ************************* on this concern.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is *********************************, and I am a Royal Caribbean (RC) Crown and Anchor Gold member (Account #*********) since ****. I am writing to compel RC to reverse the decision to not honor two vouchers issued to me with expiration date of April 30, 2022 and to refund $400 deposit for the cruise that was booked for December 17th, 2022 from the port of *********, **, that was canceled without my permission by a RC representative. I booked a sailing with RC (w/travel protection) from the port of ********* to sail in March of 2020. Unfortunately, due to the pandemic I had to cancel the sailing. The travel protection resulted in two vouchers with letters of credit 1-KV5D67U and 1-KV5D67W (expiration dates of April 30, 2022). The request to reverse decision to not honor the two vouchers is primarily based on the continuous impacts of COVID-19, including most recent impacts resulting in forced quarantine of passengers and CDC recommendations. It is not only unethical, but also not good business or customer service to penalize loyal customers by holding to an expiration date that was a result of a pandemic when there is not yet confidence or evidence in the relief from the pandemic. The request to refund the $400 deposit is based on the unapproved cancelation of a booked cruise sailing from ********* on December 17. This reservation (Booking ID ******** was made upon an agreement with RC to honor the voucher issued to me if a sailing was booked on April 20 before April 30, 2022 for any sailing before December 31, 2022. I proceeded with booking the December 17, 2022 reservation online prior to April 30 and included confirmation of the two vouchers. I logged into my account in early May and saw that the balance did did not reflect the applied vouchers. I called RC two times in May, with one time near the last week of May and spoke with two different representatives who informed me that they did not see my vouchers and would not honor them despite confirmation (see pic).

  Business Response

  Date: 08/18/2022

  Subject: ********
  
  Case: 17692117
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We show that this party received Letters of Credit (LOCs) due to a travel protection claim. An exception was already made to reinstate and extend LOCs to a Book by Date of April 30, 2022. This party requested to have the LOCs redeemed on their new reservation on May 20, 2022 which was past the expiration date. Due to these circumstances, were unable to honor a request for reinstatement.
  
  Additionally, our records indicate that this guest requested the cancellation of the December sailing because of the resolution provided regarding their credits. The reservation was reserved with a Non-Refundable deposit. Per our policy, if canceled reimbursement will not be provided. As such, we cannot supply a refund.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  Guest Experience Management

• Initial Complaint

  Date:08/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Royal Caribbean cruise, ******* of the Seas leaving July 3, 2022, we had two reservations for this cruise: an adult and a teen from Europe and 2 adults from ***************** we needed two doses of COVID-19 vaccines. The teen had had her first dose and was supposed to have her 2nd dose in May. Unfortunately, she contracted COVID 45 days before sailing. We consulted the *** website to read the guidelines for vaccination following an infection. Here are the guidelines: Getting a COVID-19 vaccine after you recover from COVID-19 infection provides added protection against COVID-19. You may consider delaying your vaccine by 3 months from when your symptoms started or, if you had no symptoms, when you received a positive test. We even called RCCL for confirmation: We Follow the *** guidelines. At the time of boarding, the teen met the *** guidelines with a first vaccination, a positive and documented COVID-19 infection less than two months old, and a negative antigen test of less than 2 days. To double-check, my wife called RCCL on Saturday before the sailing date to explain the case and clarified the vaccine protocol and was told by the customer service agent, We Follow the *** ***************************. At the port, we were refused boarding despite recognizing that our situation was indeed a gray area. We asked to speak to a supervisor, however, they still would not allow us to board.Upon arrival back home, we called customer service and requested a supervisor who also agreed: "Yes, your situation is in a gray area, and I agree there should be some leeway here for a FCC. However, after going back and forth, she said their view is that this was our fault and since the departure was today, not only will we not refund you, but we will not give you credit to use on a future cruise.As we were following 100% of the *** guidelines and Royal Caribbean has recognized we were in a gray area, we believe the right and acceptable solution is a future cruise credit.

  Business Response

  Date: 08/18/2022

  Subject:Pradier
  
  Case: 17684955
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  The Centers for Disease Controls guidelines are not necessarily representative of the rules and restrictions of the places we visit. We are also bound by their requirements in order to be allowed to sail there and disembark guests to enjoy time in port.
  
  Our ******19 protocols and requirements are communicated in the ********************** at www.RoyalCaribbean.com. It does state that guests over the age of 12 must present with both doses of a two-dose regime having been completed 14 or more days prior to the day of boarding. This party had a 13 year-old who presented with just one dose, due to being ill with ******19. This is insufficient, as there was no second dose given.
  
  Should guests be unable to meet the ******19 vaccination requirements, for medical or religious reasons, there is a process in place whereby guests can request an exception. This is not guaranteed, but all requests are carefully considered. There is no indication this party submitted any such request.
  
  It is not our normal practice to issue refunds / compensation for those who fail to meet the ******19 protocols at the pier upon check-in. We feel we have exercised our due diligence in providing this information on our website, and our agent saying we follow CDC guidelines is not misinformation. As such, we cannot move forward with this partys request to waive the cancellation penalties.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,

  
  
  Guest Experience Management

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/7/2022 I attempted to book a cruise on the Symphony of the Seas leaving Barcelona on 4/16/2023. When attempting to pay the $500 deposit I received an error stating that there was an issue with my payment. After two attempts I entered another credit card and the $500 was sent. I received an email stating same.The $500 also posted to the original credit card even though I had the error and message and no confirmation was sent stating that payment was received.. I immediately called RC customer service and was told it would be promptly refunded. I made a follow up call and was told it was processing but have not received the $500. I am requesting the original payment be refunded ASAP.

  Business Response

  Date: 08/12/2022

  Subject Kale
  
  Case:  17664551
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Our records show that the deposit has since refunded.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  

  
  Guest Experience Management

  Customer Answer

  Date: 08/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/03/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went on a cruise on 7/25-7/29 out of *********** As we spent money on the ship the amounts were pending in which that was disclosed. On 7/29 our card was ran for the balance $670. For some reason on 7/29 they saw it necessary to run it for $ 409 more. Meanwhile all the other amounts were pending going back to 7/25. When I saw this and now being 8/3 and all is pending other them the amount they took immediately for $670, I called them. The customer service lady ***** that was very rude told me it would be pending for 30 days since Citibank is international. I have $560 pending and now I have to watch make sure they dont act on it. I have never heard of this before...is this there way to commit fraud? I have been on over 10 cruises with reputable companies and this as never happened. How do I get this resolved?

  Business Response

  Date: 08/12/2022

  Subject:***********
  
  Case: 17663654
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  It is our common practice to place pre-authorization holds on guests credit card account during the cruise. At the end, we place a settlement transaction for the full amount charged. Within 3-5 business days most banks will release the held funds. We have information about this practice on our website: https://www.royalcaribbean.com/faq/questions/seapass-copy-request
  
  Likely this concern has already been resolved. If the holds still remain on the guests credit card account, the guests can call us at **************. Any of our available staff are happy to help.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  Guest Experience Management

• Initial Complaint

  Date:08/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm planning a family reunion cruise and my group number is 7387555.Our experience thus far has been very unorganized and confusing to the point where my family wants to cancel and book with another cruise line. Initially we were told a deposit of ****** per room is due within the first ********************************** to book they are being told the deposit is 500 per person. Another issue is a Royal Caribbean rep informed on of our guest that this cruise wasn't; cruise kid friendly and was best suited for mature adults. Another issue is that we have been quoted several different overall pricing when we call in to book.Is it possible someone could call me from the company to see how we can clear up the confusion so we don't have to cancel.

  Business Response

  Date: 08/12/2022

  Subject: ******
  
  Case:17658050
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Deposit requirements vary based on the length of the cruise, the sailing itinerary, number of guests, and the type of reservation. For group reservations on a sailing of 5 nights or shorter that call on ******* like this party has booked, the deposit is typically $500 per stateroom. However, we can see that this party was advised they would only need to provide a $200 deposit for reservations made in their group and due to the notes from our agent, we are honoring this. The appropriate notations have been made on this partys group to reflect this. Please know, this is an exception and cannot be provided to any other parties or any other groups this party may have. We are unable to provide quotes for rates and availability via this this portal, so we encourage this party to contact our Group Specialists at ************** for further assistance.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  Guest Experience Management

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a cruise that was originally scheduled in 2019 and was cancelled twice because of covid. I rescheduled it for the 3rd time for April 1st 2022 on Independence of the Seas. With the cost of several covid tests and other fees before boarding we decided to cancel the cruise on March 9th 2022. I was told that we would receive a refund of taxes and charges in the amount of $185.64, and we should receive it in 6 to 8 weeks. We have no record of receiving the refund. Now here is where it gets complicated. I called the cruise line 3 times and spend hours on the phone and was told the refund was issued to a card with the last 4 #s of **** on March 16th 2022. I called my Bank, USSCO federal credit union and was told that the card was sold to *************** was Cancelled and a new card was issued with a different number. I called **** financial and they have no record of the refund and told me that the cruise line should have issued a check since the card was cancelled. Also if there was a credit on card ending in ****, it would have been transferred to the new card. I called the cruise line again and they said that they have no notification that the refund didnt go thru and can not issue another refund until they receive one. I have the complete card # ending in **** which i received from the credit union if you need it. the cruise reservation # is *******. Any help that you can give me would be greatly appreciated.Thanks in advance ***********************

  Business Response

  Date: 08/12/2022

  Subject Pudiner
  
  Case: 17651412
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  Our records show that the refund was processed on March 16, 2022. For closed credit card accounts, we encourage guests to contact **** services, not just the bank, to research the refund. We are working on obtaining the refund reference information for this transaction,and will supply it when we get a response from our ******** Services.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  
  Sincerely,
  
  Guest Experience Management