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How to Complain to Royal Caribbean

By Frommer's Staff

October 3, 2015

Report your issue or complaint with Royal Caribbean by contacting its Post Cruise Guest Relations department. Call  800/256-6649 ( 514/285-9723 for outside the U.S.).

If you prefer written complaints,  email it  or send a letter to Post Cruise Guest Relations at 1050 Caribbean Way, Miami, FL 33132 .

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Post-Cruise

Get answers to your questions about disembarkation, reporting lost items, and loyalty program benefits..

• Disembarkation

An overview of some important information to help make your disembarkation as easy as possible.

On the majority of our cruises, you will be required to identify and clear your luggage through customs. As you leave the ship, you will be directed by Princess representatives to the luggage claim area. As many bags are similar in appearance, please check each luggage tag to ensure you are claiming your own luggage.

Due to U.S. and local customs restrictions, guests may not leave the ship until all luggage is off-loaded. Disembarkation will begin once the ship has received clearance from the local authorities. You will be notified within the MedallionClass® app when it is time for you to disembark. You may then make your way to the gangway.

Customs and immigration inspectors will review with you the customs declarations form upon which you have listed all the articles bought in foreign ports or in the ship's boutiques. U.S. residents returning to the United States are allowed a duty-free exemption of $800 USD per person, which includes the cost of one liter of alcoholic beverages (if purchased onboard or ashore) for each guest 21 years of age or older. Canadian citizens, when out of the country for more than 48-hours, may bring back up to $800 CAD duty-free. It is recommended that guests keep their sales receipts handy for declaring their purchases. Food items should not be brought into U.S. ports.

On cruises calling at ports of the U.S. Virgin Islands, Puerto Rico, or American Samoa, U.S. residents are allowed an additional exemption of $1,200 USD when returning to the United States, including four liters of alcoholic beverages provided you have the proof of purchase from the designated ports. Of your $1,200 USD exemption, no more than $600 USD worth of articles may have been purchased in the islands. Articles acquired in these islands need not accompany you but may be sent to the United States and claimed under your duty-free personal exemption if properly declared. Please note that family members, who live in the same home and return together in the United States, may combine their standard personal exemptions. Children are allowed the same as adults, with the exception of alcohol and cigarettes. Please note that these are current exemptions and are subject to change.

If you have purchased a Princess ship-to-airport transfer,  Cruise Plus Hotel Package  or are participating on a cruisetour, you will be directed by uniformed Princess representatives to the transfer departure point.

If your friends or relatives are meeting you at the pier, please be advised that disembarkation may take up to four hours after the scheduled arrival of the ship in order to clear immigration and customs.

Princess Captain’s Circle

Princess Cruises offers an exclusive loyalty program called  Princess Captain's Circle . Membership is automatic after you finish your cruise, and we’ll send you an email welcoming you to the Circle when you return home!

You earn more benefits the more you cruise, just include your Captain’s Circle number each time you book! To check out all of the benefits our loyal guests receive, make sure to visit our  Membership Benefits page . Make sure to register for a  My Princess  account to get special offers and see your cruise history!

• Report a Lost Item or Luggage

Princess Cruises makes every effort to reunite items left behind or lost during a cruise with their rightful owners. Unfortunately, not all items are identifiable.

If you lost or left behind personal property,  please complete a lost item report . Once the report is complete, it will be automatically uploaded into our lost item tracking system.

Rest assured we will make every effort to find your item. As items are all shipped to our main office in Santa Clarita from all over the world, it takes time for us to receive found items and match them to loss reports. Your patience during this process is appreciated. You will hear from us shortly. Shipping fees to return items left behind will apply.

By clicking select link above, you will leave the Princess Cruises website and navigate to a 3rd party website that is not owned, operated, or controlled by Princess Cruises or any of its affiliates.

• Onboard Stateroom Account

Please choose ‘Help’ from the top of our home page and click on Customer Support & Information.  From the “what can we help you with” drop down, choose ‘post cruise questions/comments.’  Then select ‘onboard folio statement’ under topic.  In the ‘tell us what happened’ section, indicate you did not receive your statement.  In the ‘desired outcome’ section, request a copy of your statement.  This is the most expedited way to request a copy of your stateroom account.

Onboard Credit and pre paid items can be viewed at the top of your stateroom account.

If your shore excursion was cancelled onboard (either by you or due to itinerary change) the amount you paid will be refunded to your onboard account as an onboard credit.  Please review your onboard account to confirm the refund as the amount will not be refunded to the credit card you may have used to pre pay your excursion prior to departure.

Guests with more than $25 in refundable credit on their folio when they settle their account will receive their refund in the form of a check. The only exception to this rule is for vessels homeporting in Asian ports (China, Japan, Singapore, Keelung) these can be cashed out up to a max value of $250.00.

Onboard Account refunds take 4-6 weeks to process. For Casino bank - Guests are reminded to cash their bank out with the casino cashiers. Guests may choose to deposit their funds with the Front Desk Staff. If the amount is over $25.00 and not cashed out onboard, the check is automatically generated. The process can take up to 12 weeks to verify. If the amount is under $25.00, the guest needs to request the check and the process takes up to 30 days for check to be received after the initial email enquiry. For additional information, guests can log on to OceanPlayersClub.com, click on 'Get in Contact' and submit their request.**

The Princess Plus package covers beverages up to $15. The Princess Premier covers beverages up to $20. Guests who order a more expensive beverage are charged the difference between the beverage cost and the limit. This is reflected as a beverage charge on your stateroom account. Additionally, any alcoholic beverages ordered over the daily limit will incur a charge.

Please choose ‘Help’ from the top of our home page and click on Customer Support & Information.  From the “what can we help you with” drop down, choose ‘post cruise questions/comments.’  Then select ‘onboard folio statement’ under topic and complete the form including the ‘tell us what happened’ and ‘desired outcome’ sections.  This is the most expedited way to resolve any incorrect charge concerns.

Princess Plus and Premier packages include crew appreciation and gratuities on beverages.  Other services, such as Spa treatments have an automatic gratuity of 15% USD / 5% AUD is added to all spa treatments.

*Pricing is subject to change

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Royal Caribbean Group Updates Its Status-matching Program — What to Know

Cruisers can now receive reciprocal benefits from all brands under Royal Caribbean Group.

Alessandra Amodio/Travel + Leisure

Royal Caribbean Group is making it easier for frequent cruisers to reap the benefits of their loyalty by matching their status across each of its cruise lines.

Starting June 5, Royal Caribbean Group, which owns Royal Caribbean International, Celebrity Cruises, and Silversea, will provide a one-for-one status match across any of its brands, the cruise company shared with Travel + Leisure . Status matching applies to members of Royal Caribbean’s Crown & Anchor Society, Celebrity’s Captain’s Club, or Silversea’s Venetian Society.

Currently, Royal Caribbean and Celebrity Cruises provide some status matching, but travelers are not guaranteed the equivalent tier. Previously, Silversea was not included its status-matching program.

“We strive to provide guests with experiences within our portfolio of brands that meet them for all of life’s moments,” Jason Liberty, the president and CEO of the Royal Caribbean Group, said in a statement shared with T+L. “Each of our differentiated brands have passionate fans who take pride in the status they've achieved through repeat sailings. In a first for the cruise industry, our new Loyalty Status Match program rewards guests traveling across our brands, and this is one more step in our journey of transforming a vacation of a lifetime into a lifetime of vacations.”

As part of the initiative, passengers who travel with one of Royal Caribbean Group’s cruise lines will now enjoy reciprocal benefits associated with their equivalent status tier. For example, Diamond Crown & Anchor Society members who sail on a Celebrity ship will automatically receive the benefits that come with Elite Captain’s Club’s status.

Royal Caribbean added travelers who are already enrolled in multiple programs will also be automatically status matched across each of the brands within seven days. However, points won’t be combinable across brands.

Travelers earn status by sailing for multiple nights and receive benefits like discounts on alcohol, Internet packages, and more. 

While status matching is quite common for airlines , it is less so in the cruise world. But it’s not unheard of as competitor MSC Cruises similarly allows guests to request a status match with other cruise lines, hotels, or tour operators.

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Breaking news, passenger dead after jumping off the world’s largest cruise ship.

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A passenger has died after jumping from the world’s largest cruise ship on the first night of his week-long voyage, officials said.

The unidentified man jumped from Royal Caribbean’s new 1,200-foot-long Icon of the Seas — which holds 7,600 passengers and 2,350 crew members — soon after it left Florida for Honduras on Sunday morning, the Coast Guard told The Post.

“The cruise ship deployed one of their rescue boats, located the man and brought him back aboard,” the Coast Guard said.

“He was pronounced deceased. Beyond assisting in the search, the US Coast Guard did not have much involvement in this incident,” the agency added.

Royal Caribbean told The Post: “The ship’s crew immediately notified the U.S. Coast Guard and launched a search and rescue operation.

“Our Care Team is actively providing support and assistance to the guest’s loved ones during this difficult time.”

According to CruiseHive , the ship was only about 300 miles from Port Miami at the time of the incident.

The ship stopped for about two hours while members of the crew helped the Coast Guard accomplish its search and rescue mission.

The jumper was brought back onboard in critical condition before he succumbed to his injuries, the report said.

Guests aboard the ship have shared videos about the rescue mission, some expressing shock that the man was initially found alive.

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Others shared clips of the rescue boats heading away from the ship to retrieve the passenger.

The Icon of the Seas, the world’s largest cruise ship , took its maiden voyage in January this year.

The ship has 20 decks and is nearly the size of four city blocks.

It boasts a 17,000-square-foot water park with six waterslides and seven pools — including the 40,000-gallon Royal Bay, which is the largest pool at sea — and Absolute Zero, the largest ice skating rink at sea.

There are also a theater, a carousel and more than 40 restaurants, bars and lounges aboard.

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Cruise to St. Petersburg, Russia

St. petersburg shore excursions, amazing experiences coming soon., sorry, there are no excursions for this port at this moment., things to do in st. petersburg.

Czars and Saviors

Front of the Winter Palace in St. Petersburg, Russia

Located near the waterfront and housed in the former Romanov Winter Palace, the Hermitage Museum sits due north along Nevsky Prospekt from the Church of the Savior on Blood, St. Petersburg's other most iconic attraction.

Discover the Unusual

View of Saint Isaac's square in St. Petersburg, Russia

St. Petersburg's city center is overflowing with history — why not choose museums that offer something a little different? Visit the quirky Faberge Museum, dedicated to the work of Russian jeweler Carl Faberge. Or enjoy an interactive experience at the Museum of Emotions.

Imperial Excursion

Take a drive to some imperial palaces outside the city center. Under an hour away by car lies exquisite Peterhof, whose fountains alone are worth the price of admission. Cruise to St. Petersburg and go by train to the Baroque-style Catherine Palace — can you guess which Russian ruler often stayed here?

Local Cuisine

Russians flock to St. Petersburg because of its cosmopolitan vibe, but use your stop here to discover local cuisine. Head to the restaurant-rich Nevsky Prospect to sample borscht beet root soup (the cold version in summer), dumplings of meat ( plmeni ) and sour cherries ( vareniki ) or hearty beef stroganoff — yes, that's a Russian dish!

St. Petersburg's shopping options are as grand as its architecture. The luxurious Gostiny Dvor mall is an essential stop with your St. Petersburg cruise. If you're looking for a more down-to-earth experience, try your luck (and your Russian language skills) at Udelnaya Flea Market and bargain for one-of-a-kind antique samovars or imperial porcelain.

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Passenger who jumped from world’s largest cruise ship fell 90 feet to his death: staffer

T he passenger who jumped from the world’s largest cruise ship on Sunday fell a staggering 90 feet to his death, sources said – and staff on board knew exactly what had happened practically before he hit the water.

The man, who has not been identified, jumped from the running track on the fifth level of Royal Caribbean’s Icon of the Seas on the first day of its week-long voyage, a security team member told The Post when the ship returned to Miami Saturday morning.

Each deck is about 20 feet high, so the man fell from approximately 90 feet, the staffer explained.

The man’s body was transported via van to the Miami-Dade County Medical Examiner’s Office, according to crew members.

Cops also met the ship and took statements at the docks, and they retrieved a copy of the surveillance footage of the fatal incident.

When the man jumped on May 26, the overboard detection system was activated almost immediately – prompting onboard staff into action, the security team member continued.

“We knew what had happened literally seconds after he hit the water. The protocol is that we’re supposed to immediately make visual contact to see if we can spot him,” the source said, noting that one guard also saw the man jump on a security camera feed .

“It’s the captain’s call whether to stop and turn around, and he did,” he added.

Once the alert was sounded, the ship’s specialized security team prepared to take a rescue boat out to pick up the man.

The rest of the security team was stationed at predetermined lookout spots to do a 360-degree scan of the surrounding waters, while the Coast Guard was also briefed and immediately sent out an aircraft to the site, according to the crew member, who asked not to be named.

While the potential rescue got underway, the Icon of the Seas’ medical team was put on high alert.

The ship had paramedics, nurses, former ER doctors, and even a surgeon on board – as well as all the lifesaving medical equipment one typically finds in a small hospital, a member of the ship’s medical team told The Post.

The man was likely not alive when he was recovered from the water , the source added.

The doctor on board pronounced him dead once his body was transported to the medical bay, according to the crew member.

The passenger’s body was then stored in the on-board morgue, which is equipped with eight drawers.

There were no other fatalities on-board during the week-long voyage, which stopped in Honduras, Mexico and the Bahams, the medical team member said.

An onboard care team assisted the man’s family in the days after the incident, they explained to The Post.

The loved ones had the option of staying on the ship or flying home – though most bereaved families opt to stay with their relative’s body, the source noted.

The other passengers disembarking the massive ship – which holds up to 7,600 guests and 2,350 crew members – said they mostly went about their business for the rest of the cruise, though there was a prayer circle in the man’s honor.

“I didn’t know him but I felt horrible about it,” says Janine Pernell, a passenger from Atlanta.

Pernell was one of about 20 people who attended the small memorial that was held on the running deck.

“We just all held hands and prayed that the family would find comfort and peace. There were a lot of tears. We felt like it was all we could do,” she lamented.