Had an issue with Royal Caribbean? Get a real response.
How to submit a complaint with Royal Caribbean
Royal Caribbean cruise complaints in Australia can be submitted while onboard or after your sailing. If you need to know how to complain to Royal Caribbean, the fastest route for post-cruise issues is calling the Australian toll-free line or sending a Royal Caribbean complaint email to the dedicated AU customer service team.
While Onboard the Ship
- Visit the Guest Services desk with your stateroom number, details of the issue, and any supporting evidence (photos, receipts).
- Ask the representative to log your issue officially so a documented record exists.
- If the response is unsatisfactory, request a supervisor or ship management review before disembarking.
Phone (Post-Cruise)
- Call 1800 754 500 (Australia toll-free), available Monday to Sunday, 9am-5pm AEST.
- Have your booking number, ship name, sail date, and cabin number ready before calling.
- Australian post-cruise inquiries: royalcustomerserviceau@rcllapac.com
- Global Guest Relations: royalguestrelations@rccl.com
- Include your full name, booking number, a clear description of the issue, and what resolution you are seeking.
Online Form
- Submit your complaint via the Royal Caribbean online customer support form.
- Attach supporting documents, photos, or receipts where possible.
Social Media
- Royal Caribbean responds to complaints on Facebook (AU/NZ) and Twitter/X, which can help direct you to the right department.
Royal Caribbean's complaint handling process moves through several stages. Expect email-based communication, with phone follow-ups reserved for complex cases.
- Acknowledgement: Royal Caribbean aims to acknowledge complaints within 3 to 5 business days.
- Investigation: A detailed response is typically provided within 10 to 14 business days, during which Guest Relations reviews your case and any onboard records.
- Resolution: Major cases may take up to 30 business days, longer if external investigation is required.
- Refund processing: Approved refunds take approximately 7 to 10 days after processing, though some may take up to 30 days. For more detail on Royal Caribbean refund Australia timelines, see Royal Caribbean's refund policy.
- Future Cruise Credits: If offered instead of a refund, these take approximately 2 to 3 weeks to process and can be redeemed online or through a travel advisor.
There is no publicly documented dedicated case manager system for Australian customers. If your complaint stalls, escalation options are outlined below.
Common complaints against Royal Caribbean
Royal Caribbean holds a 1.7 out of 5 on Trustpilot (1,182 reviews) and 1.9 out of 5 on ProductReview.com.au (420 reviews). These are the recurring Royal Caribbean complaints Australia customers raise most often.
Refund and Billing Problems
- The most frequent Royal Caribbean billing problems reported. Customers describe incomplete refunds after cancellations, unexpected USD charges on Australian bookings, and unfavourable exchange rates.
- One Australian customer paid AU$12,000 but received only AU$10,609.90 back, with the remaining balance unresolved despite repeated follow-ups.
Poor Customer Service and Communication
- Reaching Royal Caribbean customer service Australia-side is a common frustration. Customers report repeated call disconnections, reference numbers issued with no follow-up, and months-long delays.
- No clear escalation process is offered during initial contact, leaving customers without a path forward.
Itinerary Changes and Cancellations
- Cruises cancelled or itineraries changed with little notice. One family had a March 2026 cruise cancelled after Royal Caribbean provided incorrect information about infant age requirements, then declined responsibility.
Unauthorised or Unexpected Charges
- Reports of credit cards being charged without authorisation, including one customer charged $1,500 from card details retained from a cruise three years prior.
Onboard Quality and Maintenance Issues
- Cabin noise (creaking preventing sleep for 13 of 15 nights), sewage smells, cold buffet food, peeling paint, and overcrowding during peak sailings.
Website and Technical Issues
- The booking website is frequently described as unreliable, freezing mid-transaction, and difficult to navigate, causing booking errors.
Royal Caribbean complaints submitted through Ajust
How other consumers Royal Caribbean complaints got resolved
Denied Boarding Despite Ship Still Docked
A guest arrived 10 minutes late to boarding due to a car accident. The ship was still docked but boarding was denied. Three hours of phone calls followed, with repeated disconnections and no written refund confirmation provided.
Tip: Always request written confirmation of any refund promise and follow up with an email summarising what was agreed.
Partial Refund with No Explanation
An Australian customer paid over AU$12,000 for a cancelled cruise but received only AU$10,609.90 back. No itemised explanation was provided for the AU$1,600 shortfall despite numerous calls and emails, and no escalation process was offered.
Tip: Request an itemised refund breakdown and reference your Australian Consumer Law entitlements in correspondence.
Loyalty Points Changed Without Notice
A Diamond Plus Crown and Anchor member found loyalty points mysteriously altered and promotional offers stopped. Approximately one year of calls, emails, and direct contact with the CEO produced only repeated timeframes with no resolution.
Tip: Escalate to executive contacts and file with external bodies like the ACCC to create a formal record.
If your initial Royal Caribbean complaint has not been resolved, follow this Royal Caribbean escalation process to push for a resolution.
Step 1: Request Supervisor Review
- When speaking with customer service, explicitly ask for your complaint to be escalated to a senior representative or supervisor with additional authority.
- Note the agent's name, date, and what was discussed.
Step 2: Contact Guest Relations Directly
- Australian post-cruise email: royalcustomerserviceau@rcllapac.com
- Global Guest Relations: royalguestrelations@rccl.com
- Phone (Australia): 1800 754 500
- Include your booking number, ship name, sail date, and a summary of prior correspondence.
Step 3: Write to Corporate Guest Experience
- Send a formal letter to: Royal Caribbean International — Corporate Guest Experience, 1050 Caribbean Way, Miami, FL 33132, USA.
- Use certified or tracked mail so you have proof of delivery.
Step 4: Contact Executive Leadership
- Michael Bayley (CEO): MBayley@rccl.com
- Aurora Yera-Rodriguez (AVP, Guest Experience): ayera-rodriguez@rccl.com
- Ricardo Cruz (Customer Service Manager): rcruz@rccl.com
- The CEO email is widely reported as an escalation resource that has generated responses for some customers.
Step 5: Third-Party Dispute Resolution
- If internal channels fail, escalate to the regulatory bodies outlined in the next section. You can also contact Ajust to have someone handle the process for you.
Tips for Effective Escalation
- Be polite but firm in all communications.
- Attach supporting documentation (photos, receipts, prior correspondence).
- Follow up if no response within 10 to 14 business days.
Australia does not have a dedicated travel ombudsman, but several regulatory pathways exist for Royal Caribbean dispute resolution. Under Australian Consumer Law, you are entitled to a refund for major service failures — you do not have to accept a cruise credit if a refund is owed.
ACCC (Australian Competition and Consumer Commission)
- Contact the ACCC if Royal Caribbean has engaged in misleading conduct, refused an entitled refund, or breached Australian Consumer Law guarantees. Filing a Royal Caribbean ACCC complaint creates a formal regulatory record.
- Lodge a concern: Report to the ACCC
- Under ACL, services must be provided with due care and skill and be fit for the specified purpose. A major failure entitles you to cancel and request a full refund.
State and Territory Fair Trading Offices
- Contact your local Fair Trading or Consumer Affairs office to lodge a formal complaint and access free dispute resolution.
- NSW Fair Trading: fairtrading.nsw.gov.au
- Consumer Affairs Victoria: consumer.vic.gov.au
- Queensland Office of Fair Trading: qld.gov.au/law/fair-trading
- WA Consumer Protection: commerce.wa.gov.au/consumer-protection
Your Key Consumer Rights
- You can seek compensation for the difference between the value of services provided and the price paid.
- You do not have to accept a credit note or voucher if you are entitled to a refund under Australian Consumer Law.
- Royal Caribbean Contact Us (Australia) — Main Australian support and enquiry page.
- Post-Cruise Inquiries FAQ — Answers to common post-sailing questions.
- Royal Caribbean Complaints Policy — Official policy on handling complaints.
- How to Make a Complaint — Step-by-step complaint instructions from Royal Caribbean.
- ACCC Consumer Rights & Guarantees — Your rights under Australian Consumer Law.
- Royal Caribbean Australia Homepage — Main Australian site for bookings and support.
Royal Caribbean Complaints FAQs
How long does Royal Caribbean take to respond to a complaint in Australia?
Do I have to accept a future cruise credit instead of a refund from Royal Caribbean?
Can I complain to Royal Caribbean about an issue after my cruise has ended?
What should I do if Royal Caribbean ignores my complaint or keeps delaying a resolution?
What complaint issues come up most often for Royal Caribbean?
Most complaints in this provider type revolve around pricing, crowdedness of certain cruises, and exceptional customer service provided by Royal Caribbean. If your issue fits one of those patterns, say so directly.
What can I do if Royal Caribbean still does not fix the problem?
If the internal answer still misses the issue, ask for a final written response and then escalate externally through your state Fair Trading or Consumer Affairs agency, plus chargeback or tribunal options if the loss is financial.
You’ve done your part, now it’s time to hold Royal Caribbean accountable.
Take the final step and submit a complaint that gets seen and responded to.