What happens when a cruise is OVERBOOKED
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- Опубликовано: 26 июл 2024
- Oversold cruise ship? It's actually common, and sounds scarier than you might think.
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Dang - I would totally take the incentive. But I am fortunate as I live in Florida and am retired.
We are sailing on a princess cruise in a few days with a guaranteed cabin... We got offered a free cruise for the same length (21 days or less)/area as long as we booked within the next 2 years and up to $800 a person travel expenses reimbursed along with our onboard credit... We chose to go on the cruise because of our work schedules, but they definitely made the offer tempting.
Thanks for sharing because we are sailing Princess Cruise with guaranteed cabins. They said there’s a waitlist and our cabins can’t be assigned…
This is another reason why you get travel insurance. If this happens, they should cover your expenses if you had to travel to the cruise if you didn't live locally. Also they should cover your flights as well if you booked with them.
Totally agree, but carry a further penalty to reimburse all costs such as travel, hotels, taxi, cruise, etc. Plus, a 50% cash penalty of the total cruise cost for destroying a planned and booked vacation. This guy Matt is so consumed by RCL.
3rd party excursion costs as well 😬
I agree that travel insurance is useful, but I hate the idea it’s still on the customer to make sure they can recover from the cruise line’s mistake. Also travel insurance won’t cover everything. A lot of people here in the US get finite vacation days. The person in question may not be able to get a second chance at this vacation without taking extra unpaid time off. That’s not something travel insurance would cover, but is absolutely something the cruise line should have to if they’re bumping a customer because they willfully overbooked themselves.
@@xqueenfrostine Imagine showing up to a sporting event or a concert for your favorite artist & being denied entrance because they double booked your seat. 😂
Travel insurance is very, very difficult to collect on. Every dime travel insurance pays out is a dime less profits. Even if you collect, it will be months or years before you see any money and it will always be far less than what you expected when you paid for it. Ask people who have tried to collect.
You say RCCI isn’t a charity, without acknowledging that that goes both ways. Consumers aren’t paying RCCI out of the goodness of their hearts, they’re paying for goods and services. Expecting to be guaranteed to receive the thing you’ve paid thousands of dollars for is not asking RCCI to act as a charity or nonprofit. There is a balance between maximizing profits and screwing over paying customers. Any time a paying customer is turned away, that is a sign that the balance has swung too far toward profit seeking and something needs to be recalibrated. A refund and future cruise credit isn’t going to compensate people turned away for their transportation, hotel costs or any potential lost wages that might be associated with having to reschedule a vacation that is already in progress! Not to mention, refunds are rarely instantaneous. We learned that during COVID. Now of course, hopefully the travellers in question have travel insurance to help compensate them for that cost, but the cruise line should still be on the hook regardless if their booking practices are at fault.
I always book refundable hotel rooms, and I fly Southwest which gives you a full credit if you have to cancel a flight. So I have no risk.
@@dianej1714. Good for you? Not everyone is in that situation. Also, I disagree that there’s no risk. If you made it all the way to the pier or even just to the destination city before being bumped, you’d have to either pay for hotels or get an earlier flight home. Both of those things cost money, even with Southwest. Southwest lets you change your flight for free, but you’re on the hook for any price difference between the flight you had and the one you’re switching to. Depending on the dates in question, that could end up being a significant amount of money.
I fully agree. It's not like these are small mom and pop shops. These are titans of industry raking in billions and commissioning 2-3 new ships at a time. They should do better. While I'm ranting, I want justice for single passengers! 😂💯 Being quoted MORE than the cost of 2 passengers in a room is criminal. Most rooms should be bookable at half rate+ the gratuity a 2nd person would have paid to support staff. The maids have less cleaning, the cooks have less cooking, the shows have more seats, & the jacuzzis are less crowded. 🔥
Amen,
This guy gets PAID to shill for RCL! Most people have to WORK for a living and don't just have days willy nilly to just forget about the days that, in many cases, have been planned for months if not years to do. Yes, RCL isn't a charity, but they wouldn't have a business without CUSTOMERS! Treating customers now as just a base commodity without any concern for the image that is given by this practice WILL backfire eventually. Travel insurance is fine, but when this happens the vacation is still ruined and there isn't a recovery when you only have a specific time to do it. This is why people go bonkers these days. It from this sort of treatment from so-called "service" based companies. I've always chosen my cabin, because I don't trust the cruise lines. I also choose my seat on a airline for the same reason. There will always be empty cabins, that's no reason to abuse and/or take paying passengers for granted. But also notice this doesn't happen to the "Ship within a Ship" people or those that are in the top tier suites. They ONLY abuse the "regular" cruisers!
@@DrixxMadison and RCI makes less money from a missing passenger on drinks, internet, shore excursions, etc. Some of you really don't think
30 years of cruising and I've only seen it happen once. Back in 2001 one of the 'Fun Ships' (not RCCL) overbooked big time. There was at least 40 folks madder than wet hens. People who had booked directly with the cruise line got to cruise, the ones left behind were 3rd party booked. I had booked directly. 😁 I'm sure the cruise line offered them something for the inconvenience. The poor staff at the terminal, I'm sure had a good stiff drink when they got off, after being yelled at, cussed and blamed. As you said, it's very rare!
Hey I can accept cruise itinerary changes due to weather or world events, we all have to accept that. But telling me at the last minute you don’t have a cabin for me, not acceptable! I don’t live near cruise ports, I only take one or two cruises a year, usually a repositioning so I often have extensive ground travel plans before and after a cruise.
Very scary, and disgusting! No way would I accept a free cruise option a week or so ahead. If a cruise line wants my full payment months ahead, I expect the product I paid for to be available.
Happy to be here on Icon with you this week!
To me it is not an option to take another cruise(even if it is compensated double). From where i live it is 4 hours with car, then 2 hours with one flight then another 4 hours with another flight, then one night hotel and finaly i am ath the cruiseterminal. Then the same in return, in addittion is the time at each airport. Last cruise it was 16 hours from the airport in Barcelona to our home!
Matt, here is some homework for you. For those who have been booted, see if cruisers who sail solo in a multi-occupancy cabin are more prone to get the Ax. The world and big business run on algorithms. Booting One to make room for two or more makes more money.
The solo cruiser pays 200% of the 1st person in the cabin. Royal Caribbean dose have 60% off 2nd guest and kids sail free. with that said 2 or more persons in a cabin may buy more or send onboard than a solo cruiser might.
I'm fine with this. The problem with RC in the Australian cruise you mentioned was how poor the initial offer was to the overbooked customers. Royal had to be shamed into offering a fair deal. I regularly book GTY cabins and will continue to do so.
This video is full of justifications as to why RCL is allowed to disrespect their customers. Some sympathy for those who got booted off their cruise would be good.
Dear RC, please hit up your buddy Shosh if you ever see that one of my cruises is overbooked! Flexible and ready to score a free cruise!!!! Here for ya!!!!!
Right!, they should let you sign up on a "i am flexible" list like airlines do when you check in, and they overbooked. I would do it every time! Have gotten many free flights that way.
If California is able to force cruise business to list the exact price, the same concept can apply to available seat or cabin of flight or cruise ship, respectively. They must sell what exactly have and that must be open to public
If RCL does deny a passenger boarding, who pays all the other expenses of getting to the pier?
They will more than comp you because they do not want to lose your business
The passenger. And the return flight is likely lost because of having to rebook at a much higher price.
In our case when the whole cruise was canceled last minute, they paid up to a certain amount so if you booked first class flights you would be out. Another comment below said they offered $800 per person compensation.
I love all your content and some great advice is presented. For the first time, I disagree with the tone of this video. It’s very slanted to RCI monetization and policy justifications. There is another side to this - the passenger and the effort they put into planning, spending, and traveling to the embarkation port. Incentives aside. There is more to this. Do better Matt. Represent the passenger and not RCI corporate policy.
Cruises versus flights though are not the same thing. On an overbooked flight you can get paid out for literally 10x or more for the price of the flight and be rebooked same day or usually next day. On a cruise you only get the cruise fare back plus possibly another cruise. That don't pay for hotels and flights you possibly paid for getting there. If that case you actually stand to LOSE money on an overbooked cruise.
Also, not everyone has flexible vacation time! There’s no guarantee that you’ll be able to take another trip in the near future if your plans blow up due to overbooking.
@@xqueenfrostineExactly. I often go on group networking cruises with 50-100 people and am the Event Photographer. I would be PISSED to miss it and ask for lost wages. 💯
That's not entirely true. We were on a Spring Break cruise on the Wonder in 2023 (it made all the cruise news channels for being overbooked), and people were being offered huge amounts of OBC along with a substitute cruise or switching weeks with another OBC credit. There were partial refunds also involved. I can't remember the details people were talking about (we didn't get an offer email), but the deal was an absolute sweetheart for anybody that COULD make the switch. It wasn't just a straight up refund or take a different week, there were lots of perks added.
@@xqueenfrostine That's why they say if you aren't flexible to disregard the email offers. Let's not lose sight of the fact that *almost nobody* has been involuntarily booted from a cruise they paid for. Even those scant few that have experienced this were compensated heavily. It would suck, but those who ARE flexible can make out like bandits with the perks and credits offered.
@@DrixxMadisonthey wouldn't cancel people if it is a group cruise.
Thanks Matt! We are looking forward to our Alaskan cruise in August. It was canceled at the last minute last year due to an azipod failure. We were given a free cruise. When we scheduled a free cruise, we were not able to book the equivalent suite level that we had originally booked, but we were able to pick out our own rooms. In the last couple of months, RCL switched our reservation to guaranteed room. It will be interesting to see what happens come August. Thank you again! I always appreciate your viewpoint!
Damn. I'm so sorry that RCCL screwed you over, Royally.
Why do they call it a guaranteed cabin if there's any possibility of being denied a cabin?
What's guaranteed is the lowest category of the cabin that you'll be assigned to.
It means you're guaranteed at least the stateroom category that you booked.
How’d multiple people miss the point 😂
@@soremekun Apparently not.
@@parheliaxd You're guaranteed a catagory room that doesn't exist?
For families like ours, where a cruise is a huge adventure that we look forward to, the money we put into it is a big deal. It is essentially an investment into our happiness. Part of that is looking for ways to save. that’s where the guaranteed cabin comes in.
We booked a guaranteed cabin to sail in Greece. And now there is a lot of anxiety that we make it all the way to Italy to find out we can’t get on the cruise.
It is not affordable to change it to an assigned cabin so we have to hope for the best.
For that reason alone, I am really not looking forward to this cruise as I normally would.
#rccl #royalcaribbean #travelanxiety #cruise
Agreed, same for my family and I. I’m nervous that my guaranteed cabin next year on icon may get canceled. I booked through MEI travel, I’m hoping for the best that it won’t e get cancelled
Why are the called “Guaranteed Cabin” is there is even a possibility of being denied boarding? The so-called generpus incentive to give up a cabin isn’t very generouss. For all the people who don’t show up, RCCL pockets the fare and incurs no cost, while at the same time RCCL still gets the fare from those who do eventually occupy the cabin. These no-shows “fund” the incentives for those who get bumped. i would not volunteer to be bumped unless I got full refund of to/from travel to the cruise port plus full refund of cruise plus full Crown & Anchor points in addition to a free future cruise of similar length, itinerary, and ship class.
I heard of a group that traveled from a northern state, i think Minnesota, getting denied boarding. That was a bad travel agent.
Man can you imagine if not only your cruise overbooks, but if you rebook it just so happens to be the week hurricane Beryl hit 😂
We inadvertently booked a guaranteed cabin. When I realized my mistake, I called RCL but was told there was no way to convert the reservation to guaranteed. This was for a sky class jr. suite, so there aren’t very many of this cabin type. So now for the next 9 months I will be nervous about whether we get our cabin. The best thing is we are retired in Florida, so our flexibility could be an advantage.
We do not do geeunteed because due to CP my cabin must be accessible back 15 or 20 years ago when I could still get around pretty good that MAY have been an option proabably still not very wise as even then accessible was really have GREAT benefit with my limitations, but now there is not a snowball's chance in Tampa that I could use a regular room.
I had never thought of overbooked cruise before… since I usually have to be in another country to get on the ship, it would be terrible for me… I can’t imagine this situation. I do hope it never happens to me and my family!!
I was on the Quantum ship the sailing before people got turned away. There was a lot of people sick with different things and the staff definitely would’ve needed additional rooms for quarantine.
In your experience, would you say the risk of an oversold cruise increases on new ships?
I’m flying from Australia to Orlando for Star Of The Seas’s first sailings, and reaaaaaallllly don’t want to be turned away at the last minute!!!
Our reservation has been in place for 9 months. I have to schedule time off 9-12 months out to do this. Then there's airfare and all the other costs. We get booted, and I'll expect reimbursement for all and then some
Agreed! We’ve been booked for 11 months, paid for our excursions and drink packages, flights, hotel, booked work time off, and travel expenses. Covering just the cruise refund wouldn’t come even close to the full cost of the trip for us either. I feel ya!
I know why it happens, I don't have to like it.
No matter the industry, don't sell more inventory than you are able to fulfill.
I have booked guaranteed cabins and most recently booked one back in April of this year. Over 40 cruises, most with Royal, so far my cabins have always been good. Perhaps not in the EXACT location I would have picked, but good, nevertheless. I am very flexible, so if I got the option to delay my cruise, with the incentives RCCL has given, I would do it in a heartbeat!!!
As with many people, I have a limited number of vacation days from work and can't change them at the last minute if my cruise is overbooked. If that happens, I sit at home for my vacation or do something else last minute that I can do, but may not due to higher costs for most last minute vacations. Essentially when I plan for vacations due to both my and my wife's work scheduled vacations, we can't change the dates. We would be extremely unhappy if we couldn't go on the cruise, which is why we pay for the cabin of our choice.
For us it would be close to a catastrophe scenario, since we live in the middle of Europe and in any case have to fly in for a cruise
Cruise to the Caribbean, Alaska, New England States?... flight first.
And if you only find out when you are there on the premises that your booked guarantee cabin is given to another passenger - then I would freak out!
Since we are Diamond plus I hope they would not so that to us that easily!
But I would not count on that.
Travel insurance would cover that situation
We have yearly travel insurance policies, but still would be a nuisance!
We have never booked a guarantee cabin in 25 cruises. Might try it on a short cruise.😅
90 cruises since 1988. never had this happen (MANY of which were guarenteed cabins)
Question if you see another room is empty can you take it
I was in a situation that I got sick 1 day before departure. I did get back most of my money. So it is possible that my room was given to someone else if the cruise was overbooked.
I would risk overbooking if I were retired but I work and cannot be flexible in that way.
Are the incentives the same if it’s an offer booked through the casino?
I don’t understand the verbiage “guaranteed” cabin. If they oversell and I have a “Guaranteed” cabin they can still kick me off the cruise. What’s the guarantee part? If they were honest it would be called the “best of luck” cabin.
The July 1st act that requires the advertised price include taxes and amenity fees for cruise lines and hotels is a great law for consumers for cost comparison. Now, we need another law passed that prohibits overbooking by cruiselines, airlines and hotels. Coupled with heavy cash penalties if not adhered to.
Then the price of everything would probably double
@@johnckendall There is such a law in the EU for flights. It isn't illegal as such, but the compensation is rather high. I don't think the prices increased all that much, although I don't think the airplane companies themselves fully understand how the price of their tickets are determined, let alone us customers 😉
There's no excuse for this. This is totally the fault of the cruise line and the victim should be double compensated. I pay the extra money to pick my own room.
I'm not worried about it.
Of course its corporate greed. When people just dont show up they arent entitled to a refund, so the company is collecting money for the same rooms from 2 sets of guests.
But should guests with money be turned away? Makes no sense to sail with empty rooms that someone wants to pay for.
Hotels also do the same thing then then just put them on in a hotel that is near there. Cruise ships are just floating hotels.
The 200% refund offer is tempting, but I wonder: what if it was a comped cruise? Since it has no "value" (except its trade-in value, which happens to be so low) would I get two free cruise certificates of the same category of the one I used to book it?
And you lose your freeplay!
@@patriciareynolds1800 Good point! If they give us two certificates both of them must include the freeplay.
Comparing to overbooking in airlines, people just don't show up for a flight. Some people book multiple flights and just don't take some.
A cruise is not a single event. You book a flight, a hotel for the night before and the cruise. I doubt anyone in that situation just doesn't show up. It has to be locals who aren't committed to the cruise. I wonder how many no-shows are do to unavoidable situations - injury, death, etc. Just deciding "eh, I think I won't go on the cruise" is highly unlikely.
We have booked guaranteed cabin and have had great cabins!
Next year I booked a guaranteed suite in May on Harmoney of the Seas
How do they decide how to boot off if it comes to that?
People who booked guaranteed cabins, particularly those who booked late. Like he said, in the history of cruising, these cruise lines have made some sweetheart offers that tend to attract volunteers. They've *almost never* have had to actually boot someone involuntarily.
The problem are those GTY people who show up, apparently, the algorithm sometimes don’t work.
Booking GTY is not a problem and a good budget-friendly strategy that works, until it doesn’t.
How does a cruise ship over book it's cabins when there is a finite number of cabins??!!!!!
That may work if you don't have fly to your cruise port, you don't have to schedule your vacation with your work, and you are not cruising with a group. While we have never have had been overbooked with RCL, we did have a cruise cancelled and RCL, quite frankly, were jerks about it. The offered compensation did not fit our schedule and was pretty worthless. I don't have any faith in RCL customer service.
i understand corporate greed but it shouldn't come at the expense of the customer.
While this practice does seem to be pretty rare, another similar practice seems to be increasing in frequency. That practice is canceling an entire cruise because the line decides to accept a chartered sailing. Again it's profit that drives such decisions. While I accept that RCL is a profit driven artificial entity, when they engage in this practice they risk alienating more than just the affected passengers. Reputations are built on trust. When that is damaged rebuilding that reputation is harder than building it in the first instance.
Saying that corporate greed is the goal for any for-profit company is probably the most bat shit crazy thing I have ever heard someone say. Yes, the goal should be to make money, but at the expense of their customers by taking advantage of them? Give your head a shake.
I didn’t say corporate greed is the goal, making money and delivering the highest return to shareholders is. Second, no one is being taken advantage of. The company is leveraging the nuances of their business model to determine optimal sales.
@@RoyalCaribbeanBlog Either you don't watch your own videos or you need dictionary. You say word for word that greed is the goal for ALL for-profit companies at 6:11 of this video.
Apologies, you’re right. The issue here is what the video tries to convey: overbooking a cruise very rarely negatively impacts passengers. Meaning, virtually no one gets bumped from a ship. When overbooking results in a problem, there’s almost always plenty of volunteers to remedy it.
it's common in all of the travel industry. I was in the car rental world for 30 years. We did the exact same thing based on no show averages. And yes sometimes you get bit in the butt. Also amazes me the comment of "corporate greed" usually these people have no idea of how a business works. RC and most all companies have a responsibility to the share holders to make a profit and make the most profit possible.
It's the last sentence that upsets people. A lot of us feel the top priority should be pleasing customers.
Well done Matt.
On my last freedom of the seas cruise there were still people at 7pm with NO CABIN!! They kept telling them were working on it😢
I have no idea why this was posted , it was not a friendly upload.
Not to be too boring but I am booked for a Mediterranean cruise in a couple of months.
I'm a wheelchair user and due to this I don't drink alcohol.
Could someone let me know is there a restriction to the number of tea or coffee I can have in a day, I'm not talking about speciality coffees?
You can drink as much complementary tea, coffee, iced tea, lemonade as you want!
@@christinedelrossi2819 thank you very much Christine.
First if anyone defends Corporate greed then they don’t know the difference between good business practices and corporate greed. That said I will book Guaranteed cabin when the price difference is so dramatic it’s crazy not to. My Celebrity Summit Alaska cruise was priced at $1,500 pp for inside and guarantee was $325 pp for inside. How do you not pick guarantee
Here we go not up next
Wow. So it’s like oh well? People schedule, take time off of work, and look forward to their cruise sometimes years in advance. Not understanding why you have a clear lack of empathy on the customer (who is paying) and are essentially siding with royal. Not a ton of criticism on the cruise line here.
He simply explained why they do it. Any video explaining WHY a cruise line does something is going to sound like the video "is siding with the company." Don't lose sight of the fact that involuntary "bumps" are extremely rare; and for every voluntary change, there's a customer taking advantage of a lucrative offer.
@@327Erich nah, he was gaslighting and saying it’s ok and downplaying how it affects consumers. He gets paid based off of positive Royal videos and is pandering to the corporate higher ups.
@@israelcunningham9141 Whatever you say, boss. In the end, these overbookings "affect consumers" by granting them free cruises and lots of OBC, since these situations are *almost* always resolved days or weeks ahead of time by volunteers willing to take a nice payout to change their plans.
If this was a situation where all these overbooked cruises ended in families being sent home from the cruise port, then I'd totally agree with those outraged by the practice.
But that's just not what is happening.
I would take the compensation offered by the cruise line in a heart beat (full refund AND a free cruise). Any other expenses would be covered by my travel insurance.
If you don't have a cabin number, you don't have a cabin.
I book gty and have done it for the last 10 years (been cruising for 20) and its never been an issue.Only once did I hate my room. Rarely do cruises get overbooked.
I would have chosen the incentive. My son and I are going on utopia of the seas in August of this year. I am so glad that he didn't listen to me. I wanted to get the guaranteed cabin cause it was cheaper. But he said no way and chose our cabin. We have our deck number and cabin number already. Less than 1 and a half months left. It's almost cruise time. Let's go.
Great video. This is basic hotel management 101 called occupancy rate.
Every room is direct income. Say a room is $100 a night. If you have 100 rooms and don't book even one of them every night, then you are missing out on 365 days of profit, $36,500 a year. That's math just for 100 rooms at $100 with a 1% cancelation......
As a manager you see the cancelation rate and quickly realize how much to overbook to compensate for these cancelations. It is cheaper to comp people for the inconvenience than it is to have empty rooms.
157 days and counting until Adventure of the Seas. Hope my Haiti 🇭🇹 port gets canceled.
Why? Labadee is really nice, when it's actually open.
@@327Erich maybe it will stay open. Haven’t heard anything from Royal Caribbean yet. I may stay on the boat anyways.
Can you please speak slower? we wear hearing aides, and in most cases have to play & replay critical points like guaranteed vs no guaranteed rooms ?
It's NOT ok to ever over sell 🚢 cruises.
Did you get a real nice upgrade on your next few cruises for putting out this justification for RCCL? It does not compare to a plane flight or hotel in any weight, shape, or form. I usually like listening to you but you're twisted here!
After We are on-board and 'M told over Book I'm telling
the Capt . pack His Trash and We are staying THERE ...
Amen Matt.. Amen....
This is a terrible take. No industry should be allowed to oversell. Just because others do it doesn't make it good. Practices like this need to be regulated out of existence.
Any industry? Come on now. Let's take airlines. So when someone misses a connecting flight and there are passengers trying to get on this same connecting flight, the airline has to leave the seats empty? And the passengers trying to get to wherever now have to wait for another flight (which also can't be overbooked, even with no-shows and missed connections)? It's both logically and financially impractical.
@@327Erich honestly an airline that makes crazy profits having a few empty seats is completely fine with me. They shouldn't be allowed to oversell. They are taking money for something they don't have and can not deliver.
@@MrEnikfox What about the people who WANT the empty seats (like standby pax) in that example? And let's not forget that if the empty seats are the result of a missed connection, the airline has to eat the cost of putting those passengers on another flight anyway. They're not making squat on a $200 ticket from NY to LA. So leaving an empty seat that they still have to comp on a later flight means losing money. I have very little love for the airlines, but it's not a case of them selling the same seat to 3 people, flying one of them and pocketing the rest with no compensation. Unless someone simply doesn't show up for a flight, they're paying out much more than the cost of the seat.
As for cruise lines: "They're taking money for something that they don't have and cannot deliver" and paying it back, often several times over, in refunds, alternate cruises, and a bunch of onboard credit. They often even offer $ to cover flight changes. The consumer isn't being sent home with nothing to show for it. The consumer is almost never "sent home" at all, as these overbooked cruises pretty much always get more than enough volunteers to take the offer ahead of time and correct the issue.
I don’t think it’s a big deal, and I think it’s a completely acceptable practice. I totally understand why they do it. I think the compensation for it is also very fair.
Sorry, gotta disagree with you on this one. In no case should someone ever be denied boarding. Trying to justify this as ok is being part of the problem.
Love your videos but this is just pandering to corporate greed that has only gotten worse since Covid.
Wow. So it’s like oh well? People schedule, take time off of work, and look forward to their cruise sometimes years in advance. Not understanding why you have a clear lack of empathy on the customer (who is paying) and are essentially siding with royal. Not a ton of criticism on the cruise line here.
Would You advocate higher prices instead?
Wow. So it’s like oh well? People schedule, take time off of work, and look forward to their cruise sometimes years in advance. Not understanding why you have a clear lack of empathy on the customer (who is paying) and are essentially siding with royal. Not a ton of criticism on the cruise line here.