Brenda Paul

United States

I am writing as an extremely dissatisfied customer. I paid $1,200 for a cruise with the Royal Caribbean Majesty of the sea. I then bought plane tickets for both my boyfriend and I for $900. This was a first time experience for us and we were very excited. We flew to Florida and visited with my brother and his family to whom took the day off from work to drive us to port Canaveral to meet our cruise line. We had received an e-mail a few days before saying that instead of our 11 am boarding it was now going to be at 5 pm. What had been paid for as a 5 day cruise was slowly becoming just a full 3 day cruise. Due to late boarding on Monday and arrival back to port early fri morning. We arrived at terminal early to check in only to find we did not have the proper information we needed to board. The people were extremely rude and not helpful what so ever. Told us we would have to make some phone calls. They said we could have a copy of our birth certificates sent to our phones and they would accept that as proper identification. However we could not do the same with our passports, we would have to have those in hand. However since our cruise time had been changed we had no way of getting the proper information, due to our town office had closed by that time in the evening. I then stepped outside to call the office of the cruise line to see what other options we had considering this had cost us not only an entire weeks vacation as well as all of our savings. I just was not ready to go home!!! As I called and got the operator, he pulled up our information and wanted to see what had happened. The very first thing he said in looking at the e-mail I had been sent was "Oh I see the 21 page itinerary was never attached to your confirmation e-mail". He said hold on a sec and some lady got on the phone I began to explain the situation and she said"I'm sorry but there is nothing we can do for you. I said "could we maybe plan another trip since it was your fault, and she said nope I'm sorry but there is nothing we can do". I said so I won't be getting any sort of reimbursement for this? She assured me I would get about $150 for taxes and fees and that is it. I suddenly became so sick to my stomach. I have never wasted that much money at one time in my entire life let alone save that sort of money. I then said well I might as well fly bk home and not waste all my vacation time. Only to get disappointed at the airport cause all flights had been canceled due to a bad snow storm at home. So now we are stuck in Florida with no more money and no way home. So now we had to dig out the credit cards to get a place to stay for the week. I want to get the word out there and I am still not ready to let this go unknown. This is not only completely unfair but why should we have to pay for a huge mistake that they made??