I recently used Royal Caribbean’s air to sea for my flights to Galveston and from Barcelona. While the price was better than would I could find on my own the support when there were issues with both flights was inexcusable. On the flight from Toronto to Houston due to high winds in Houston we were 2.5 hours delayed. There were 4 of us sitting close, that were going to the same ship. One of us called the royal air to sea emergency line to advise them of our issue. Their phone message was there will be a 30 minute wait please call back later. We were going to land sooner than that. We all ran to the baggage area and I informed the rep that there were 5 of us and she said she would hold the Last shuttle for us all. She also allowed 2 without shuttle tickets who had missed their private shuttle to come with us.
On the way home, late the day before my flight I got an email from KLM stating they were cancelling my first of two flights. Of course I went to customer relations and they called the emergency hotline and this time Royal air to sea stated the lines were all busy, please hang up. We called again but no one answered.
Luckily as that was happening I received an email from KLM and Delta and I was now on a direct flight to Toronto.
I received an email after I arrived home from Royal air to see stating they were aware that I had made “independent” arrangements?..
Would you trust RCL air to sea after this experience…not me.
I used them my Air Canada flight to and from Newark airport as I was going to use their shuttle as it’s cheaper. Air Canada runs several flights a day to Newark, so I am less worried about using them.
Still in the future I will not trust them.
Tips for mitigation include:
- fly a day early for the cruise
- download the airline app with whom your flying and make sure the airline has all your correct information
- take direct flights
- use reputable airlines… not the lowest cost one with very few alternative flights
Hope this helps
Marcia
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