Royal Caribbean apologises to angry guests who bought VIP packages that don’t exist

Wonder of the seas oversold
By Harry Kemble
Home » Royal Caribbean apologises to angry guests who bought VIP packages that don’t exist

Royal Caribbean International is refunding passengers who snapped up ‘too good to be true’ VIP packages that were mistakenly advertised on its website.

Royal Caribbean started selling Premier Pass on 11 March, but the package was withdrawn on 12 March.

The cruise line has now posted a message confirming the package is no longer available.

For $88.99, the Premier Pass included priority boarding, a bottle of Veuve Clicquot, a ship tour, a meal with officers, a food and wine pairing, unlimited internet access for two devices, and personal laundry service.

Royal Caribbean customers, who’d spotted the offer in the Plan My Cruise section of the website, posted on the cruise line’s blog that it represented a saving of up to $800 per couple compared to buying all the items separately.

One wrote that it was ‘too good to be true’ while another responded ‘Holy cow, it’s real!’.

However, in a statement posted on social media, Royal Caribbean said: “We apologise for any confusion. Recently, there was an error in our online package booking system, which allowed guests to purchase The Premier Pass.

“Unfortunately, this product is not available to Royal Caribbean International guests.

“If you purchased the package, a refund will be processed back to the payment type used at the time of purchase.”

In a social media post, one Royal customer wrote: “Just got an email from Royal Caribbean saying it was mistake and it was cancelled and to say they are sorry they are giving us $50 on our account.”

But several angry customers took to Twitter to complain that the offer had been withdrawn after they’d already paid, saying that Royal Caribbean should provide the Premium Pass for $88.99 for those who’d already booked and paid.

Royal Caribbean told Travel Gossip that two system errors had led to incorrect information being uploaded to its My Royal Cruise platform.

“The platform published incorrect pricing for a shore excursion in Nassau, Bahamas, the Atlantis Aquaventure Waterpark tour, and displayed a Premium Package not offered by us.

“Our teams worked diligently to resolve the issues and it is now accurately reflected in My Royal Cruise.

“Guests who booked these packages will receive a 100% refund and an additional $50 onboard credit for the inconvenience.”

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