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Fiascos and Fixes
Consumer reporter and ombudsman
It isn’t just wishful thinking to say that every consumer can get excellent customer service. But it does take some effort and strategy.
During my many years as a consumer advocate, I’ve tackled some of the most shocking customer service failures imaginable. I’ve retrieved hundreds of thousands of dollars from companies for consumers who were on the verge of giving up.
What if you had a newly minted enemy and Royal Caribbean allowed that person to cancel your cruise?
That’s what Rita Yates believes happened to her recently. When she called to make the final payment on her upcoming sailing, an RCCL agent explained that the cruise Rita intended to take to celebrate her 40th anniversary no longer existed. Assuming that the cancellation was another casualty of the pandemic, Rita asked why the cruise line hadn’t informed her sooner.
That’s when Royal Caribbean gave Rita an even bigger surprise: Explorer of the Seas would be sailing as scheduled. In fact, the RCCL representative explained, records showed Yates had canceled her own cruise – and forfeited her deposit.
Rita says she absolutely did not cancel her cruise, but she believes she knows the troublemaker who did. Now, with Royal Caribbean unwilling to refund her deposit or reinstate the voyage, she’s asking for help.
But with police reports, lawsuits, and other threats being tossed about, that might be a lofty request for a consumer advocate.
A few days before Christmas, Robin Shermon was shocked to learn about the PayPal Key in the most terrible way. That’s when she found that a hacker had created a PayPal Key for her and made a $2,000 purchase using her cash.
Now Shermon hopes that our advocacy team can get her hard-earned money back.
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© 2024 Consumer Rescue / Michelle Couch-Friedman
