{"id":"royal-caribbean","page":"https://escalate.alexgaoth.com/#/c/royal-caribbean","html":"https://escalate.alexgaoth.com/c/royal-caribbean/","generated":"2026-10-15","company":{"id":"royal-caribbean","name":"Royal Caribbean International","aliases":["royal caribbean","royal caribbean cruises","royal caribbean cruise line","royalcaribbean.com"],"sector":"cruise","parent":"Royal Caribbean Group","website":"https://www.royalcaribbean.com","regulators":["fmc"],"channels":[{"id":"reservations-phone","type":"phone","label":"Individual Reservations","value":"+1-866-562-7625","hours":"Mon–Sun 7am–2am ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"Group reservations (8 or more staterooms) use +1-800-465-3595, Mon–Fri 9am–7pm, Sat 9am–6pm ET.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"post-cruise-phone","type":"phone","label":"Already Sailed? Post Cruise Assistance (also Day of Sailing help)","value":"+1-800-256-6649","hours":"Calls: Mon–Thu 24 hours, Fri 12am–9pm, Sat 9am–6pm, Sun 9am–12am ET. Texts: 24 hours, 7 days a week.","purposes":["refund_request","travel_credit","poor_service","reservation_problem"],"notes":"The contact page lists the same number for Day of Sailing help (24/7), and +1-305-539-4107 for Day of Sailing help from outside the U.S. The page lists texting hours for Post Cruise Assistance but does not say which number takes texts.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"online-assistance-phone","type":"phone","label":"Online Assistance (website and online account help)","value":"+1-800-398-9819","hours":"Mon–Fri 8am–11pm ET, Sat–Sun 9am–6pm ET","purposes":["account_access"],"source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"contact-form","type":"web_form","label":"Send Us a Message form (contact us page)","value":"https://www.royalcaribbean.com/resources/contact-us","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The form is on the contact us page and has no separate URL. Fields: first and last name, email, phone, sail date, reservation number and a description of the issue. No sign-in was shown. The page lists no U.S. mailing address for customer service and no chat.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"special-needs-form","type":"web_form","label":"Guest Special Needs page (form for accessibility requests)","value":"https://www.royalcaribbean.com/resources/guest-special-needs","purposes":["accessibility"],"notes":"Submit at the time of booking and no later than 30 days before sailing (60 days for sign language interpreting). An automated confirmation comes within 24 hours and a personal response within 48 hours. The fetched page text did not show the form fields themselves; search results describe this page as the form.","source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"},{"id":"special-needs-email","type":"email","label":"Accessibility (special needs) team email","value":"special_needs@rccl.com","purposes":["accessibility"],"notes":"The Guest Special Needs page says to email this address and/or call +1-866-592-7225 if you do not get the confirmation.","source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"},{"id":"special-needs-phone","type":"phone","label":"Accessibility (special needs) team phone","value":"+1-866-592-7225","purposes":["accessibility"],"source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"},{"id":"shorex-access-email","type":"email","label":"Accessible shore excursions team","value":"shorexaccess@rccl.com","purposes":["accessibility"],"source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"},{"id":"guest-claims-email","type":"email","label":"Written notice of injury, illness or death claims (Ticket Contract section 10)","value":"guestclaims@rccl.com","purposes":["safety_incident"],"notes":"For U.S. cruises, written notice with full particulars must be delivered within six months of the injury, illness or death, by email to this address or by mail to C/O Royal Caribbean Cruises Ltd., 1050 Caribbean Way, Miami, FL 33132. Cruises outside the U.S. use claims.intl@rccl.com or RCL Cruises Ltd. in Weybridge, England.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"id":"legal-notice-mail","type":"mail","label":"Notice of Dispute before arbitration (Ticket Contract section 10.c)","value":"Legal Department, Royal Caribbean Cruises Ltd., 1050 Caribbean Way, Miami, Florida 33132","purposes":["refund_request","travel_credit","reservation_problem","poor_service"],"access":"human_only","notes":"Required before any arbitration for claims other than injury, illness or death. Send by U.S. mail or professional courier. Include name, contact details, loyalty number (if any), reservation number, onboard folio number (if any), a description of the claim and the specific relief sought, personally signed by the guest. Arbitration cannot start until the 60-day Informal Resolution Period (or a completed Informal Settlement Conference, if later) has ended.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"reservations-phone","note":"After the cruise, use Post Cruise Assistance (post-cruise-phone)."},{"rung":"written_complaint","channel":"contact-form"},{"rung":"regulator","regulator":"fmc","note":"For a refund Royal Caribbean owes after it cancelled a cruise or delayed it more than 3 days (nonperformance)."},{"rung":"payment_dispute","note":"Card dispute for a refund Royal Caribbean owes but has not paid."},{"rung":"arbitration","channel":"legal-notice-mail","note":"Claims other than injury, illness or death must go to AAA arbitration after a signed Notice of Dispute; arbitration must start within one year from the date the claim arose."}],"playbooks":[{"issue":"refund_request","summary":"If you cancel, the refund depends on cruise length and days before sailing. If Royal Caribbean cancels or delays embarkation by 3 or more days, it issues a future cruise credit by default; ask for a refund instead within 6 months.","evidence":["reservation number","booking confirmation with its cancellation schedule","proof and amount of payment","cancellation or delay notice"],"steps":[{"do":"Check the booking date. Bookings made before October 11, 2026 follow the cancellation schedule in the booking confirmation; later bookings follow the Ticket Contract table."},{"do":"To cancel or ask about a refund, call Reservations (or your travel advisor if one booked the cruise). The cancellation takes effect when Royal Caribbean receives it.","channel":"reservations-phone"},{"do":"If Royal Caribbean cancelled the cruise or delayed embarkation by 3 or more days and you did not sail, ask for a refund instead of the automatic future cruise credit, within 6 months of the cancellation date or the scheduled embarkation date, whichever is earlier.","channel":"post-cruise-phone"},{"do":"Allow about 7 to 10 days after the refund is processed for it to post, and up to 30 days. Then send a written request through the contact form with the reservation number.","channel":"contact-form"},{"do":"For a nonperformance refund still not paid 180 days after your written claim, or denied, file with the FMC against the line's financial instrument.","regulator":"fmc"},{"do":"Dispute the charge with your card issuer if the refund is owed and not paid."}],"facts":[{"kind":"fee","claim":"For bookings made on or after October 11, 2026, Ticket Contract section 8.b charges per guest: 1 to 4 night cruises, no charge 75 or more days before sailing, 50% at 74 to 61 days, 75% at 60 to 31 days, 100% at 30 days or less; 5 to 9 nights, no charge at 90 or more days, 50% at 89 to 61 days, 75% at 60 to 31 days, 100% at 30 days or less; 10 or more nights, no charge at 120 or more days, 50% at 119 to 61 days, 75% at 60 to 31 days, 100% at 30 days or less. Non-refundable deposits are kept even in the no-charge window.","issues":["refund_request"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"fee","claim":"The cancellation FAQ gives the schedule for bookings made before October 11, 2026: 5 to 14 nights, no charge at 90 or more days, 25% at 89 to 75 days, 50% at 74 to 61 days, 75% at 60 to 31 days, 100% at 30 days or less; 15 or more nights, no charge at 120 or more days, 25% at 119 to 75 days, then the same 50%, 75% and 100% steps. 1 to 4 night cruises use the same schedule as newer bookings.","issues":["refund_request"],"source":"https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Some fares need a non-refundable deposit that \"shall not be refunded at any time after it has been paid.\" If you cancel a non-refundable deposit fare before final payment, the full deposit is kept and other payments are refunded.","issues":["refund_request"],"source":"https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract section 8.d: on cancellation, prepaid Taxes and Fees, Gratuities and Fuel Supplement are refunded after any cancellation charges are deducted. Refunds go to the original credit card, or to the travel agent if the agent paid. No refund for cancellation after the cruise begins, early disembarkation or a no-show.","issues":["refund_request"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Royal Caribbean says refunds usually post to the original form of payment about 7 to 10 days after they are fully processed, and some may take up to 30 days; the bank sets the posting time.","issues":["refund_request"],"source":"https://www.royalcaribbean.com/faq/questions/how-long-do-refunds-take-to-process","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If Royal Caribbean cancels a cruise, or delays embarkation by 3 or more days and you do not take the delayed or substitute sailing, it issues a future cruise credit automatically. You can ask for a refund instead within 6 months of the cancellation date or the scheduled embarkation date, whichever is earlier. Chartered sailings are handled by the reseller that sold them.","issues":["refund_request","travel_credit"],"source":"https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"process","claim":"46 CFR 540.9(f): for nonperformance, the passenger first makes a written refund request to the cruise line. If the claim is not resolved within 180 days (or the line's shorter stated period) after nonperformance, or is denied, the passenger may claim against the line's FMC financial instrument, with the boarding pass, proof and amount of payment, the cancellation or delay notice and dated proof of the claim to the line.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"}]},{"issue":"travel_credit","summary":"When Royal Caribbean cancels, it issues a future cruise credit (FCC) by default. You can switch to a refund within 6 months. For other non-injury claims the contract limits Royal Caribbean's liability to an FCC.","evidence":["FCC notice or certificate","reservation number","cancellation or delay notice","proof of payment"],"steps":[{"do":"Decide whether you want the credit. If not, ask for a refund within 6 months of the cancellation date or scheduled embarkation date, whichever is earlier.","channel":"post-cruise-phone"},{"do":"Confirm the request in writing through the contact form and keep the reply.","channel":"contact-form"},{"do":"If a refund for a cancelled or 3-day-delayed cruise is refused or not paid within 180 days, file with the FMC.","regulator":"fmc"}],"facts":[{"kind":"policy","claim":"Ticket Contract section 7.a: Royal Caribbean may cancel all or part of the agreement without prior notice, and the guest's sole and exclusive remedy is a refund or a future cruise credit.","issues":["travel_credit","refund_request"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"limit","claim":"Ticket Contract section 12.f: except for personal injury, illness or death, Royal Caribbean's aggregate liability to a guest is limited to a future cruise credit not to exceed the cruise fare paid.","issues":["travel_credit","reservation_problem","poor_service"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}]},{"issue":"reservation_problem","summary":"The Ticket Contract lets Royal Caribbean skip or change ports, change the itinerary or substitute the ship without compensation. Mechanical failure is the exception: a full refund if the whole cruise is cancelled, a partial refund if it ends early.","evidence":["reservation number","original itinerary","notices of the change","onboard folio","receipts for extra costs"],"steps":[{"do":"Raise the problem before the cruise ends and keep written records of what you were told."},{"do":"After the cruise, call Post Cruise Assistance, then write through the contact form with the reservation number and the remedy you want.","channel":"post-cruise-phone"},{"do":"If the cruise was cancelled or embarkation delayed 3 or more days, use the refund_request steps."},{"do":"For a dispute that stays unresolved, send the signed Notice of Dispute by mail or courier. Arbitration can start only after the 60-day informal resolution period, and must start within one year of the date the claim arose.","channel":"legal-notice-mail"}],"facts":[{"kind":"policy","claim":"Ticket Contract section 7.b: Royal Caribbean may for any reason, at any time and without prior notice, cancel, advance, postpone or deviate from any scheduled sailing, port of call or destination, and is not liable for any claim, including loss, compensation or refund, except for mechanical failures (section 7.d) or as applicable law requires. Section 7.e lets it substitute another vessel without liability.","issues":["reservation_problem"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"compensation","claim":"Ticket Contract section 7.d: for mechanical failures, guests get a full refund of the Cruise Fare if the whole cruise is cancelled, or a partial refund if it is terminated early, plus transportation and in some cases lodging selected by Royal Caribbean.","issues":["reservation_problem","refund_request"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}]},{"issue":"accessibility","summary":"Submit the Guest Special Needs Form at booking and no later than 30 days before sailing (60 days for sign language interpreting).","evidence":["reservation number","sail date","description of the accommodation needed","confirmation email"],"steps":[{"do":"Submit the Guest Special Needs Form at booking and no later than 30 days before sailing; sign language interpreting requests no later than 60 days before.","channel":"special-needs-form"},{"do":"If no automated confirmation arrives within 24 hours, email the accessibility team or call it to confirm.","channel":"special-needs-email"},{"do":"Call the accessibility team if there is no personal response within 48 hours.","channel":"special-needs-phone"},{"do":"Arrange accessible shore excursions separately with the shore excursions access team.","channel":"shorex-access-email"}],"facts":[{"kind":"deadline","claim":"The Guest Special Needs page asks for the form at the time of booking and no later than 30 days before sailing; sign language interpreting requests must be submitted 60 days before sailing. It promises an automated confirmation within 24 hours and a personal response within 48 hours.","issues":["accessibility"],"source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"}]}],"facts":[{"kind":"deadline","claim":"Ticket Contract section 10.b.iii (U.S. cruises): for injury, illness or death, written notice with full particulars must be delivered within six months, suit must be filed within one year, and process served within 120 days after filing. All other claims must be started in arbitration within one year from the date the cause arose or they are forever barred.","issues":["safety_incident","refund_request","reservation_problem"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract section 10.b.i: lawsuits must be filed in the U.S. District Court for the Southern District of Florida in Miami-Dade County, or, if that court lacks subject matter jurisdiction, a court in Miami-Dade County. U.S. general maritime law governs.","issues":["safety_incident"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"process","claim":"Ticket Contract section 10.c: all claims except personal injury, illness or death go to individual arbitration under the American Arbitration Association Consumer Arbitration Rules; class and representative proceedings are not allowed. A signed Notice of Dispute and a 60-day informal resolution period come first. If the claims total US$750 or less, Royal Caribbean pays all AAA fees when the guest met the notice requirements.","issues":["refund_request","travel_credit","reservation_problem","poor_service"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"limit","claim":"Ticket Contract section 4.c: liability for guest property is limited to $300.00 per guest unless the guest declares the true value in writing and pays 5% of the amount above $300.00; liability is then capped at the declared value, not exceeding $5,000.","issues":["lost_item","damaged_item"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The U.S. Ticket Contract page is marked R(US)OCT2026 and applies to guests whose primary country of residence is the United States. Section 1 says Royal Caribbean may change the contract terms and that notice may or may not be given.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}],"known_blockers":["The Send Us a Message form has no direct URL; it is embedded in the contact us page.","The Notice of Dispute must be personally signed by the guest and sent by U.S. mail or courier.","Refunds for bookings paid by a travel advisor go back to the advisor, and chartered sailings must be handled through the reseller.","Some royalcaribbean.com pages (for example the accessible cruising page) returned HTTP 403 to automated fetches."],"notes":"Checked on 2026-10-13. Royal Caribbean changed its cancellation schedule for bookings made on or after October 11, 2026 (and certain 2028 Alaska, Hawaii, Transpacific, Panama Canal and Pacific Coastal sailings booked on or after September 29, 2026); older bookings keep the schedule in their confirmation. The cancellation FAQ is the page the FMC lists as Royal Caribbean's nonperformance refund policy.","official_domains":["royalcaribbean.com","rccl.com","rcclapac.com","rccl.com.br","rccl.com.mx","royalcaribbean.com.hk"],"security":{"known_scams":[{"kind":"policy","claim":"The FTC warns of illegal robocalls that promise free cruise tickets for taking a survey, then transfer you to telemarketers; in its January 2020 case each person had to pay $59 in port taxes and fees. The alert names no cruise line. The FTC says to hang up and report the call at donotcall.gov.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}]}},"playbooks":{"refund_request":{"company":{"id":"royal-caribbean","name":"Royal Caribbean International","sector":"cruise","website":"https://www.royalcaribbean.com","account_url":null},"issue":{"id":"refund_request","name":"Refund request"},"playbook_source":"company","summary":"If you cancel, the refund depends on cruise length and days before sailing. If Royal Caribbean cancels or delays embarkation by 3 or more days, it issues a future cruise credit by default; ask for a refund instead within 6 months.","evidence":["reservation number","booking confirmation with its cancellation schedule","proof and amount of payment","cancellation or delay notice"],"steps":[{"do":"Check the booking date. Bookings made before October 11, 2026 follow the cancellation schedule in the booking confirmation; later bookings follow the Ticket Contract table."},{"do":"To cancel or ask about a refund, call Reservations (or your travel advisor if one booked the cruise). The cancellation takes effect when Royal Caribbean receives it.","channel":{"id":"reservations-phone","type":"phone","label":"Individual Reservations","value":"+1-866-562-7625","hours":"Mon–Sun 7am–2am ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"Group reservations (8 or more staterooms) use +1-800-465-3595, Mon–Fri 9am–7pm, Sat 9am–6pm ET.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"}},{"do":"If Royal Caribbean cancelled the cruise or delayed embarkation by 3 or more days and you did not sail, ask for a refund instead of the automatic future cruise credit, within 6 months of the cancellation date or the scheduled embarkation date, whichever is earlier.","channel":{"id":"post-cruise-phone","type":"phone","label":"Already Sailed? Post Cruise Assistance (also Day of Sailing help)","value":"+1-800-256-6649","hours":"Calls: Mon–Thu 24 hours, Fri 12am–9pm, Sat 9am–6pm, Sun 9am–12am ET. Texts: 24 hours, 7 days a week.","purposes":["refund_request","travel_credit","poor_service","reservation_problem"],"notes":"The contact page lists the same number for Day of Sailing help (24/7), and +1-305-539-4107 for Day of Sailing help from outside the U.S. The page lists texting hours for Post Cruise Assistance but does not say which number takes texts.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"}},{"do":"Allow about 7 to 10 days after the refund is processed for it to post, and up to 30 days. Then send a written request through the contact form with the reservation number.","channel":{"id":"contact-form","type":"web_form","label":"Send Us a Message form (contact us page)","value":"https://www.royalcaribbean.com/resources/contact-us","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The form is on the contact us page and has no separate URL. Fields: first and last name, email, phone, sail date, reservation number and a description of the issue. No sign-in was shown. The page lists no U.S. mailing address for customer service and no chat.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"}},{"do":"For a nonperformance refund still not paid 180 days after your written claim, or denied, file with the FMC against the line's financial instrument.","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"do":"Dispute the charge with your card issuer if the refund is owed and not paid."}],"channels":[{"id":"reservations-phone","type":"phone","label":"Individual Reservations","value":"+1-866-562-7625","hours":"Mon–Sun 7am–2am ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"Group reservations (8 or more staterooms) use +1-800-465-3595, Mon–Fri 9am–7pm, Sat 9am–6pm ET.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"post-cruise-phone","type":"phone","label":"Already Sailed? Post Cruise Assistance (also Day of Sailing help)","value":"+1-800-256-6649","hours":"Calls: Mon–Thu 24 hours, Fri 12am–9pm, Sat 9am–6pm, Sun 9am–12am ET. Texts: 24 hours, 7 days a week.","purposes":["refund_request","travel_credit","poor_service","reservation_problem"],"notes":"The contact page lists the same number for Day of Sailing help (24/7), and +1-305-539-4107 for Day of Sailing help from outside the U.S. The page lists texting hours for Post Cruise Assistance but does not say which number takes texts.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"contact-form","type":"web_form","label":"Send Us a Message form (contact us page)","value":"https://www.royalcaribbean.com/resources/contact-us","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The form is on the contact us page and has no separate URL. Fields: first and last name, email, phone, sail date, reservation number and a description of the issue. No sign-in was shown. The page lists no U.S. mailing address for customer service and no chat.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"legal-notice-mail","type":"mail","label":"Notice of Dispute before arbitration (Ticket Contract section 10.c)","value":"Legal Department, Royal Caribbean Cruises Ltd., 1050 Caribbean Way, Miami, Florida 33132","purposes":["refund_request","travel_credit","reservation_problem","poor_service"],"access":"human_only","notes":"Required before any arbitration for claims other than injury, illness or death. Send by U.S. mail or professional courier. Include name, contact details, loyalty number (if any), reservation number, onboard folio number (if any), a description of the claim and the specific relief sought, personally signed by the guest. Arbitration cannot start until the 60-day Informal Resolution Period (or a completed Informal Settlement Conference, if later) has ended.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}],"facts":[{"kind":"fee","claim":"For bookings made on or after October 11, 2026, Ticket Contract section 8.b charges per guest: 1 to 4 night cruises, no charge 75 or more days before sailing, 50% at 74 to 61 days, 75% at 60 to 31 days, 100% at 30 days or less; 5 to 9 nights, no charge at 90 or more days, 50% at 89 to 61 days, 75% at 60 to 31 days, 100% at 30 days or less; 10 or more nights, no charge at 120 or more days, 50% at 119 to 61 days, 75% at 60 to 31 days, 100% at 30 days or less. Non-refundable deposits are kept even in the no-charge window.","issues":["refund_request"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"fee","claim":"The cancellation FAQ gives the schedule for bookings made before October 11, 2026: 5 to 14 nights, no charge at 90 or more days, 25% at 89 to 75 days, 50% at 74 to 61 days, 75% at 60 to 31 days, 100% at 30 days or less; 15 or more nights, no charge at 120 or more days, 25% at 119 to 75 days, then the same 50%, 75% and 100% steps. 1 to 4 night cruises use the same schedule as newer bookings.","issues":["refund_request"],"source":"https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Some fares need a non-refundable deposit that \"shall not be refunded at any time after it has been paid.\" If you cancel a non-refundable deposit fare before final payment, the full deposit is kept and other payments are refunded.","issues":["refund_request"],"source":"https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"policy","claim":"Ticket Contract section 8.d: on cancellation, prepaid Taxes and Fees, Gratuities and Fuel Supplement are refunded after any cancellation charges are deducted. Refunds go to the original credit card, or to the travel agent if the agent paid. No refund for cancellation after the cruise begins, early disembarkation or a no-show.","issues":["refund_request"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Royal Caribbean says refunds usually post to the original form of payment about 7 to 10 days after they are fully processed, and some may take up to 30 days; the bank sets the posting time.","issues":["refund_request"],"source":"https://www.royalcaribbean.com/faq/questions/how-long-do-refunds-take-to-process","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If Royal Caribbean cancels a cruise, or delays embarkation by 3 or more days and you do not take the delayed or substitute sailing, it issues a future cruise credit automatically. You can ask for a refund instead within 6 months of the cancellation date or the scheduled embarkation date, whichever is earlier. Chartered sailings are handled by the reseller that sold them.","issues":["refund_request","travel_credit"],"source":"https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy","last_verified":"2026-10-13"},{"kind":"process","claim":"46 CFR 540.9(f): for nonperformance, the passenger first makes a written refund request to the cruise line. If the claim is not resolved within 180 days (or the line's shorter stated period) after nonperformance, or is denied, the passenger may claim against the line's FMC financial instrument, with the boarding pass, proof and amount of payment, the cancellation or delay notice and dated proof of the claim to the line.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Ticket Contract section 10.b.iii (U.S. cruises): for injury, illness or death, written notice with full particulars must be delivered within six months, suit must be filed within one year, and process served within 120 days after filing. All other claims must be started in arbitration within one year from the date the cause arose or they are forever barred.","issues":["safety_incident","refund_request","reservation_problem"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"process","claim":"Ticket Contract section 10.c: all claims except personal injury, illness or death go to individual arbitration under the American Arbitration Association Consumer Arbitration Rules; class and representative proceedings are not allowed. A signed Notice of Dispute and a 60-day informal resolution period come first. If the claims total US$750 or less, Royal Caribbean pays all AAA fees when the guest met the notice requirements.","issues":["refund_request","travel_credit","reservation_problem","poor_service"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The U.S. Ticket Contract page is marked R(US)OCT2026 and applies to guests whose primary country of residence is the United States. Section 1 says Royal Caribbean may change the contract terms and that notice may or may not be given.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"After the cruise, use Post Cruise Assistance (post-cruise-phone).","channel":{"id":"reservations-phone","type":"phone","label":"Individual Reservations","value":"+1-866-562-7625","hours":"Mon–Sun 7am–2am ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"Group reservations (8 or more staterooms) use +1-800-465-3595, Mon–Fri 9am–7pm, Sat 9am–6pm ET.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Send Us a Message form (contact us page)","value":"https://www.royalcaribbean.com/resources/contact-us","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The form is on the contact us page and has no separate URL. Fields: first and last name, email, phone, sail date, reservation number and a description of the issue. No sign-in was shown. The page lists no U.S. mailing address for customer service and no chat.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund Royal Caribbean owes after it cancelled a cruise or delayed it more than 3 days (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Royal Caribbean owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"arbitration","note":"Claims other than injury, illness or death must go to AAA arbitration after a signed Notice of Dispute; arbitration must start within one year from the date the claim arose.","channel":{"id":"legal-notice-mail","type":"mail","label":"Notice of Dispute before arbitration (Ticket Contract section 10.c)","value":"Legal Department, Royal Caribbean Cruises Ltd., 1050 Caribbean Way, Miami, Florida 33132","purposes":["refund_request","travel_credit","reservation_problem","poor_service"],"access":"human_only","notes":"Required before any arbitration for claims other than injury, illness or death. Send by U.S. mail or professional courier. Include name, contact details, loyalty number (if any), reservation number, onboard folio number (if any), a description of the claim and the specific relief sought, personally signed by the guest. Arbitration cannot start until the 60-day Informal Resolution Period (or a completed Informal Settlement Conference, if later) has ended.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}}],"known_blockers":["The Send Us a Message form has no direct URL; it is embedded in the contact us page.","The Notice of Dispute must be personally signed by the guest and sent by U.S. mail or courier.","Refunds for bookings paid by a travel advisor go back to the advisor, and chartered sailings must be handled through the reseller.","Some royalcaribbean.com pages (for example the accessible cruising page) returned HTTP 403 to automated fetches."],"security":{"official_domains":["royalcaribbean.com","rccl.com","rcclapac.com","rccl.com.br","rccl.com.mx","royalcaribbean.com.hk"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"The FTC warns of illegal robocalls that promise free cruise tickets for taking a survey, then transfer you to telemarketers; in its January 2020 case each person had to pay $59 in port taxes and fees. The alert names no cruise line. The FTC says to hang up and report the call at donotcall.gov.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.92,"sources":{"primary":46,"reference":2,"other":2},"verified_from":{"page":27,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 50 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on 2026-10-13. Royal Caribbean changed its cancellation schedule for bookings made on or after October 11, 2026 (and certain 2028 Alaska, Hawaii, Transpacific, Panama Canal and Pacific Coastal sailings booked on or after September 29, 2026); older bookings keep the schedule in their confirmation. The cancellation FAQ is the page the FMC lists as Royal Caribbean's nonperformance refund policy.","warnings":[]},"travel_credit":{"company":{"id":"royal-caribbean","name":"Royal Caribbean International","sector":"cruise","website":"https://www.royalcaribbean.com","account_url":null},"issue":{"id":"travel_credit","name":"Travel credit or voucher problem"},"playbook_source":"company","summary":"When Royal Caribbean cancels, it issues a future cruise credit (FCC) by default. You can switch to a refund within 6 months. For other non-injury claims the contract limits Royal Caribbean's liability to an FCC.","evidence":["FCC notice or certificate","reservation number","cancellation or delay notice","proof of payment"],"steps":[{"do":"Decide whether you want the credit. If not, ask for a refund within 6 months of the cancellation date or scheduled embarkation date, whichever is earlier.","channel":{"id":"post-cruise-phone","type":"phone","label":"Already Sailed? Post Cruise Assistance (also Day of Sailing help)","value":"+1-800-256-6649","hours":"Calls: Mon–Thu 24 hours, Fri 12am–9pm, Sat 9am–6pm, Sun 9am–12am ET. Texts: 24 hours, 7 days a week.","purposes":["refund_request","travel_credit","poor_service","reservation_problem"],"notes":"The contact page lists the same number for Day of Sailing help (24/7), and +1-305-539-4107 for Day of Sailing help from outside the U.S. The page lists texting hours for Post Cruise Assistance but does not say which number takes texts.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"}},{"do":"Confirm the request in writing through the contact form and keep the reply.","channel":{"id":"contact-form","type":"web_form","label":"Send Us a Message form (contact us page)","value":"https://www.royalcaribbean.com/resources/contact-us","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The form is on the contact us page and has no separate URL. Fields: first and last name, email, phone, sail date, reservation number and a description of the issue. No sign-in was shown. The page lists no U.S. mailing address for customer service and no chat.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"}},{"do":"If a refund for a cancelled or 3-day-delayed cruise is refused or not paid within 180 days, file with the FMC.","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}}],"channels":[{"id":"reservations-phone","type":"phone","label":"Individual Reservations","value":"+1-866-562-7625","hours":"Mon–Sun 7am–2am ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"Group reservations (8 or more staterooms) use +1-800-465-3595, Mon–Fri 9am–7pm, Sat 9am–6pm ET.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"post-cruise-phone","type":"phone","label":"Already Sailed? Post Cruise Assistance (also Day of Sailing help)","value":"+1-800-256-6649","hours":"Calls: Mon–Thu 24 hours, Fri 12am–9pm, Sat 9am–6pm, Sun 9am–12am ET. Texts: 24 hours, 7 days a week.","purposes":["refund_request","travel_credit","poor_service","reservation_problem"],"notes":"The contact page lists the same number for Day of Sailing help (24/7), and +1-305-539-4107 for Day of Sailing help from outside the U.S. The page lists texting hours for Post Cruise Assistance but does not say which number takes texts.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"contact-form","type":"web_form","label":"Send Us a Message form (contact us page)","value":"https://www.royalcaribbean.com/resources/contact-us","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The form is on the contact us page and has no separate URL. Fields: first and last name, email, phone, sail date, reservation number and a description of the issue. No sign-in was shown. The page lists no U.S. mailing address for customer service and no chat.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"legal-notice-mail","type":"mail","label":"Notice of Dispute before arbitration (Ticket Contract section 10.c)","value":"Legal Department, Royal Caribbean Cruises Ltd., 1050 Caribbean Way, Miami, Florida 33132","purposes":["refund_request","travel_credit","reservation_problem","poor_service"],"access":"human_only","notes":"Required before any arbitration for claims other than injury, illness or death. Send by U.S. mail or professional courier. Include name, contact details, loyalty number (if any), reservation number, onboard folio number (if any), a description of the claim and the specific relief sought, personally signed by the guest. Arbitration cannot start until the 60-day Informal Resolution Period (or a completed Informal Settlement Conference, if later) has ended.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"Ticket Contract section 7.a: Royal Caribbean may cancel all or part of the agreement without prior notice, and the guest's sole and exclusive remedy is a refund or a future cruise credit.","issues":["travel_credit","refund_request"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"limit","claim":"Ticket Contract section 12.f: except for personal injury, illness or death, Royal Caribbean's aggregate liability to a guest is limited to a future cruise credit not to exceed the cruise fare paid.","issues":["travel_credit","reservation_problem","poor_service"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"process","claim":"Ticket Contract section 10.c: all claims except personal injury, illness or death go to individual arbitration under the American Arbitration Association Consumer Arbitration Rules; class and representative proceedings are not allowed. A signed Notice of Dispute and a 60-day informal resolution period come first. If the claims total US$750 or less, Royal Caribbean pays all AAA fees when the guest met the notice requirements.","issues":["refund_request","travel_credit","reservation_problem","poor_service"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The U.S. Ticket Contract page is marked R(US)OCT2026 and applies to guests whose primary country of residence is the United States. Section 1 says Royal Caribbean may change the contract terms and that notice may or may not be given.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"After the cruise, use Post Cruise Assistance (post-cruise-phone).","channel":{"id":"reservations-phone","type":"phone","label":"Individual Reservations","value":"+1-866-562-7625","hours":"Mon–Sun 7am–2am ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"Group reservations (8 or more staterooms) use +1-800-465-3595, Mon–Fri 9am–7pm, Sat 9am–6pm ET.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Send Us a Message form (contact us page)","value":"https://www.royalcaribbean.com/resources/contact-us","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The form is on the contact us page and has no separate URL. Fields: first and last name, email, phone, sail date, reservation number and a description of the issue. No sign-in was shown. The page lists no U.S. mailing address for customer service and no chat.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund Royal Caribbean owes after it cancelled a cruise or delayed it more than 3 days (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Royal Caribbean owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"arbitration","note":"Claims other than injury, illness or death must go to AAA arbitration after a signed Notice of Dispute; arbitration must start within one year from the date the claim arose.","channel":{"id":"legal-notice-mail","type":"mail","label":"Notice of Dispute before arbitration (Ticket Contract section 10.c)","value":"Legal Department, Royal Caribbean Cruises Ltd., 1050 Caribbean Way, Miami, Florida 33132","purposes":["refund_request","travel_credit","reservation_problem","poor_service"],"access":"human_only","notes":"Required before any arbitration for claims other than injury, illness or death. Send by U.S. mail or professional courier. Include name, contact details, loyalty number (if any), reservation number, onboard folio number (if any), a description of the claim and the specific relief sought, personally signed by the guest. Arbitration cannot start until the 60-day Informal Resolution Period (or a completed Informal Settlement Conference, if later) has ended.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}}],"known_blockers":["The Send Us a Message form has no direct URL; it is embedded in the contact us page.","The Notice of Dispute must be personally signed by the guest and sent by U.S. mail or courier.","Refunds for bookings paid by a travel advisor go back to the advisor, and chartered sailings must be handled through the reseller.","Some royalcaribbean.com pages (for example the accessible cruising page) returned HTTP 403 to automated fetches."],"security":{"official_domains":["royalcaribbean.com","rccl.com","rcclapac.com","rccl.com.br","rccl.com.mx","royalcaribbean.com.hk"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"The FTC warns of illegal robocalls that promise free cruise tickets for taking a survey, then transfer you to telemarketers; in its January 2020 case each person had to pay $59 in port taxes and fees. The alert names no cruise line. The FTC says to hang up and report the call at donotcall.gov.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.92,"sources":{"primary":46,"reference":2,"other":2},"verified_from":{"page":27,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 50 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on 2026-10-13. Royal Caribbean changed its cancellation schedule for bookings made on or after October 11, 2026 (and certain 2028 Alaska, Hawaii, Transpacific, Panama Canal and Pacific Coastal sailings booked on or after September 29, 2026); older bookings keep the schedule in their confirmation. The cancellation FAQ is the page the FMC lists as Royal Caribbean's nonperformance refund policy.","warnings":[]},"reservation_problem":{"company":{"id":"royal-caribbean","name":"Royal Caribbean International","sector":"cruise","website":"https://www.royalcaribbean.com","account_url":null},"issue":{"id":"reservation_problem","name":"Reservation not honored"},"playbook_source":"company","summary":"The Ticket Contract lets Royal Caribbean skip or change ports, change the itinerary or substitute the ship without compensation. Mechanical failure is the exception: a full refund if the whole cruise is cancelled, a partial refund if it ends early.","evidence":["reservation number","original itinerary","notices of the change","onboard folio","receipts for extra costs"],"steps":[{"do":"Raise the problem before the cruise ends and keep written records of what you were told."},{"do":"After the cruise, call Post Cruise Assistance, then write through the contact form with the reservation number and the remedy you want.","channel":{"id":"post-cruise-phone","type":"phone","label":"Already Sailed? Post Cruise Assistance (also Day of Sailing help)","value":"+1-800-256-6649","hours":"Calls: Mon–Thu 24 hours, Fri 12am–9pm, Sat 9am–6pm, Sun 9am–12am ET. Texts: 24 hours, 7 days a week.","purposes":["refund_request","travel_credit","poor_service","reservation_problem"],"notes":"The contact page lists the same number for Day of Sailing help (24/7), and +1-305-539-4107 for Day of Sailing help from outside the U.S. The page lists texting hours for Post Cruise Assistance but does not say which number takes texts.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"}},{"do":"If the cruise was cancelled or embarkation delayed 3 or more days, use the refund_request steps."},{"do":"For a dispute that stays unresolved, send the signed Notice of Dispute by mail or courier. Arbitration can start only after the 60-day informal resolution period, and must start within one year of the date the claim arose.","channel":{"id":"legal-notice-mail","type":"mail","label":"Notice of Dispute before arbitration (Ticket Contract section 10.c)","value":"Legal Department, Royal Caribbean Cruises Ltd., 1050 Caribbean Way, Miami, Florida 33132","purposes":["refund_request","travel_credit","reservation_problem","poor_service"],"access":"human_only","notes":"Required before any arbitration for claims other than injury, illness or death. Send by U.S. mail or professional courier. Include name, contact details, loyalty number (if any), reservation number, onboard folio number (if any), a description of the claim and the specific relief sought, personally signed by the guest. Arbitration cannot start until the 60-day Informal Resolution Period (or a completed Informal Settlement Conference, if later) has ended.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}}],"channels":[{"id":"reservations-phone","type":"phone","label":"Individual Reservations","value":"+1-866-562-7625","hours":"Mon–Sun 7am–2am ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"Group reservations (8 or more staterooms) use +1-800-465-3595, Mon–Fri 9am–7pm, Sat 9am–6pm ET.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"post-cruise-phone","type":"phone","label":"Already Sailed? Post Cruise Assistance (also Day of Sailing help)","value":"+1-800-256-6649","hours":"Calls: Mon–Thu 24 hours, Fri 12am–9pm, Sat 9am–6pm, Sun 9am–12am ET. Texts: 24 hours, 7 days a week.","purposes":["refund_request","travel_credit","poor_service","reservation_problem"],"notes":"The contact page lists the same number for Day of Sailing help (24/7), and +1-305-539-4107 for Day of Sailing help from outside the U.S. The page lists texting hours for Post Cruise Assistance but does not say which number takes texts.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"contact-form","type":"web_form","label":"Send Us a Message form (contact us page)","value":"https://www.royalcaribbean.com/resources/contact-us","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The form is on the contact us page and has no separate URL. Fields: first and last name, email, phone, sail date, reservation number and a description of the issue. No sign-in was shown. The page lists no U.S. mailing address for customer service and no chat.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"},{"id":"legal-notice-mail","type":"mail","label":"Notice of Dispute before arbitration (Ticket Contract section 10.c)","value":"Legal Department, Royal Caribbean Cruises Ltd., 1050 Caribbean Way, Miami, Florida 33132","purposes":["refund_request","travel_credit","reservation_problem","poor_service"],"access":"human_only","notes":"Required before any arbitration for claims other than injury, illness or death. Send by U.S. mail or professional courier. Include name, contact details, loyalty number (if any), reservation number, onboard folio number (if any), a description of the claim and the specific relief sought, personally signed by the guest. Arbitration cannot start until the 60-day Informal Resolution Period (or a completed Informal Settlement Conference, if later) has ended.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"Ticket Contract section 7.b: Royal Caribbean may for any reason, at any time and without prior notice, cancel, advance, postpone or deviate from any scheduled sailing, port of call or destination, and is not liable for any claim, including loss, compensation or refund, except for mechanical failures (section 7.d) or as applicable law requires. Section 7.e lets it substitute another vessel without liability.","issues":["reservation_problem"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"compensation","claim":"Ticket Contract section 7.d: for mechanical failures, guests get a full refund of the Cruise Fare if the whole cruise is cancelled, or a partial refund if it is terminated early, plus transportation and in some cases lodging selected by Royal Caribbean.","issues":["reservation_problem","refund_request"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Ticket Contract section 10.b.iii (U.S. cruises): for injury, illness or death, written notice with full particulars must be delivered within six months, suit must be filed within one year, and process served within 120 days after filing. All other claims must be started in arbitration within one year from the date the cause arose or they are forever barred.","issues":["safety_incident","refund_request","reservation_problem"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"process","claim":"Ticket Contract section 10.c: all claims except personal injury, illness or death go to individual arbitration under the American Arbitration Association Consumer Arbitration Rules; class and representative proceedings are not allowed. A signed Notice of Dispute and a 60-day informal resolution period come first. If the claims total US$750 or less, Royal Caribbean pays all AAA fees when the guest met the notice requirements.","issues":["refund_request","travel_credit","reservation_problem","poor_service"],"source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"},{"kind":"policy","claim":"The U.S. Ticket Contract page is marked R(US)OCT2026 and applies to guests whose primary country of residence is the United States. Section 1 says Royal Caribbean may change the contract terms and that notice may or may not be given.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"After the cruise, use Post Cruise Assistance (post-cruise-phone).","channel":{"id":"reservations-phone","type":"phone","label":"Individual Reservations","value":"+1-866-562-7625","hours":"Mon–Sun 7am–2am ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"Group reservations (8 or more staterooms) use +1-800-465-3595, Mon–Fri 9am–7pm, Sat 9am–6pm ET.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Send Us a Message form (contact us page)","value":"https://www.royalcaribbean.com/resources/contact-us","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The form is on the contact us page and has no separate URL. Fields: first and last name, email, phone, sail date, reservation number and a description of the issue. No sign-in was shown. The page lists no U.S. mailing address for customer service and no chat.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund Royal Caribbean owes after it cancelled a cruise or delayed it more than 3 days (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Royal Caribbean owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"arbitration","note":"Claims other than injury, illness or death must go to AAA arbitration after a signed Notice of Dispute; arbitration must start within one year from the date the claim arose.","channel":{"id":"legal-notice-mail","type":"mail","label":"Notice of Dispute before arbitration (Ticket Contract section 10.c)","value":"Legal Department, Royal Caribbean Cruises Ltd., 1050 Caribbean Way, Miami, Florida 33132","purposes":["refund_request","travel_credit","reservation_problem","poor_service"],"access":"human_only","notes":"Required before any arbitration for claims other than injury, illness or death. Send by U.S. mail or professional courier. Include name, contact details, loyalty number (if any), reservation number, onboard folio number (if any), a description of the claim and the specific relief sought, personally signed by the guest. Arbitration cannot start until the 60-day Informal Resolution Period (or a completed Informal Settlement Conference, if later) has ended.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}}],"known_blockers":["The Send Us a Message form has no direct URL; it is embedded in the contact us page.","The Notice of Dispute must be personally signed by the guest and sent by U.S. mail or courier.","Refunds for bookings paid by a travel advisor go back to the advisor, and chartered sailings must be handled through the reseller.","Some royalcaribbean.com pages (for example the accessible cruising page) returned HTTP 403 to automated fetches."],"security":{"official_domains":["royalcaribbean.com","rccl.com","rcclapac.com","rccl.com.br","rccl.com.mx","royalcaribbean.com.hk"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"The FTC warns of illegal robocalls that promise free cruise tickets for taking a survey, then transfer you to telemarketers; in its January 2020 case each person had to pay $59 in port taxes and fees. The alert names no cruise line. The FTC says to hang up and report the call at donotcall.gov.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.92,"sources":{"primary":46,"reference":2,"other":2},"verified_from":{"page":27,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 50 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on 2026-10-13. Royal Caribbean changed its cancellation schedule for bookings made on or after October 11, 2026 (and certain 2028 Alaska, Hawaii, Transpacific, Panama Canal and Pacific Coastal sailings booked on or after September 29, 2026); older bookings keep the schedule in their confirmation. The cancellation FAQ is the page the FMC lists as Royal Caribbean's nonperformance refund policy.","warnings":[]},"accessibility":{"company":{"id":"royal-caribbean","name":"Royal Caribbean International","sector":"cruise","website":"https://www.royalcaribbean.com","account_url":null},"issue":{"id":"accessibility","name":"Disability assistance problem"},"playbook_source":"company","summary":"Submit the Guest Special Needs Form at booking and no later than 30 days before sailing (60 days for sign language interpreting).","evidence":["reservation number","sail date","description of the accommodation needed","confirmation email"],"steps":[{"do":"Submit the Guest Special Needs Form at booking and no later than 30 days before sailing; sign language interpreting requests no later than 60 days before.","channel":{"id":"special-needs-form","type":"web_form","label":"Guest Special Needs page (form for accessibility requests)","value":"https://www.royalcaribbean.com/resources/guest-special-needs","purposes":["accessibility"],"notes":"Submit at the time of booking and no later than 30 days before sailing (60 days for sign language interpreting). An automated confirmation comes within 24 hours and a personal response within 48 hours. The fetched page text did not show the form fields themselves; search results describe this page as the form.","source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"}},{"do":"If no automated confirmation arrives within 24 hours, email the accessibility team or call it to confirm.","channel":{"id":"special-needs-email","type":"email","label":"Accessibility (special needs) team email","value":"special_needs@rccl.com","purposes":["accessibility"],"notes":"The Guest Special Needs page says to email this address and/or call +1-866-592-7225 if you do not get the confirmation.","source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"}},{"do":"Call the accessibility team if there is no personal response within 48 hours.","channel":{"id":"special-needs-phone","type":"phone","label":"Accessibility (special needs) team phone","value":"+1-866-592-7225","purposes":["accessibility"],"source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"}},{"do":"Arrange accessible shore excursions separately with the shore excursions access team.","channel":{"id":"shorex-access-email","type":"email","label":"Accessible shore excursions team","value":"shorexaccess@rccl.com","purposes":["accessibility"],"source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"}}],"channels":[{"id":"special-needs-form","type":"web_form","label":"Guest Special Needs page (form for accessibility requests)","value":"https://www.royalcaribbean.com/resources/guest-special-needs","purposes":["accessibility"],"notes":"Submit at the time of booking and no later than 30 days before sailing (60 days for sign language interpreting). An automated confirmation comes within 24 hours and a personal response within 48 hours. The fetched page text did not show the form fields themselves; search results describe this page as the form.","source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"},{"id":"special-needs-email","type":"email","label":"Accessibility (special needs) team email","value":"special_needs@rccl.com","purposes":["accessibility"],"notes":"The Guest Special Needs page says to email this address and/or call +1-866-592-7225 if you do not get the confirmation.","source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"},{"id":"special-needs-phone","type":"phone","label":"Accessibility (special needs) team phone","value":"+1-866-592-7225","purposes":["accessibility"],"source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"},{"id":"shorex-access-email","type":"email","label":"Accessible shore excursions team","value":"shorexaccess@rccl.com","purposes":["accessibility"],"source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"}],"facts":[{"kind":"deadline","claim":"The Guest Special Needs page asks for the form at the time of booking and no later than 30 days before sailing; sign language interpreting requests must be submitted 60 days before sailing. It promises an automated confirmation within 24 hours and a personal response within 48 hours.","issues":["accessibility"],"source":"https://www.royalcaribbean.com/resources/guest-special-needs","last_verified":"2026-10-13"},{"kind":"policy","claim":"The U.S. Ticket Contract page is marked R(US)OCT2026 and applies to guests whose primary country of residence is the United States. Section 1 says Royal Caribbean may change the contract terms and that notice may or may not be given.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","note":"After the cruise, use Post Cruise Assistance (post-cruise-phone).","channel":{"id":"reservations-phone","type":"phone","label":"Individual Reservations","value":"+1-866-562-7625","hours":"Mon–Sun 7am–2am ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"Group reservations (8 or more staterooms) use +1-800-465-3595, Mon–Fri 9am–7pm, Sat 9am–6pm ET.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Send Us a Message form (contact us page)","value":"https://www.royalcaribbean.com/resources/contact-us","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The form is on the contact us page and has no separate URL. Fields: first and last name, email, phone, sail date, reservation number and a description of the issue. No sign-in was shown. The page lists no U.S. mailing address for customer service and no chat.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund Royal Caribbean owes after it cancelled a cruise or delayed it more than 3 days (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Royal Caribbean owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"arbitration","note":"Claims other than injury, illness or death must go to AAA arbitration after a signed Notice of Dispute; arbitration must start within one year from the date the claim arose.","channel":{"id":"legal-notice-mail","type":"mail","label":"Notice of Dispute before arbitration (Ticket Contract section 10.c)","value":"Legal Department, Royal Caribbean Cruises Ltd., 1050 Caribbean Way, Miami, Florida 33132","purposes":["refund_request","travel_credit","reservation_problem","poor_service"],"access":"human_only","notes":"Required before any arbitration for claims other than injury, illness or death. Send by U.S. mail or professional courier. Include name, contact details, loyalty number (if any), reservation number, onboard folio number (if any), a description of the claim and the specific relief sought, personally signed by the guest. Arbitration cannot start until the 60-day Informal Resolution Period (or a completed Informal Settlement Conference, if later) has ended.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}}],"known_blockers":["The Send Us a Message form has no direct URL; it is embedded in the contact us page.","The Notice of Dispute must be personally signed by the guest and sent by U.S. mail or courier.","Refunds for bookings paid by a travel advisor go back to the advisor, and chartered sailings must be handled through the reseller.","Some royalcaribbean.com pages (for example the accessible cruising page) returned HTTP 403 to automated fetches."],"security":{"official_domains":["royalcaribbean.com","rccl.com","rcclapac.com","rccl.com.br","rccl.com.mx","royalcaribbean.com.hk"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"The FTC warns of illegal robocalls that promise free cruise tickets for taking a survey, then transfer you to telemarketers; in its January 2020 case each person had to pay $59 in port taxes and fees. The alert names no cruise line. The FTC says to hang up and report the call at donotcall.gov.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.92,"sources":{"primary":46,"reference":2,"other":2},"verified_from":{"page":27,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 50 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Checked on 2026-10-13. Royal Caribbean changed its cancellation schedule for bookings made on or after October 11, 2026 (and certain 2028 Alaska, Hawaii, Transpacific, Panama Canal and Pacific Coastal sailings booked on or after September 29, 2026); older bookings keep the schedule in their confirmation. The cancellation FAQ is the page the FMC lists as Royal Caribbean's nonperformance refund policy.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","note":"After the cruise, use Post Cruise Assistance (post-cruise-phone).","channel":{"id":"reservations-phone","type":"phone","label":"Individual Reservations","value":"+1-866-562-7625","hours":"Mon–Sun 7am–2am ET","purposes":["refund_request","travel_credit","reservation_problem"],"notes":"Group reservations (8 or more staterooms) use +1-800-465-3595, Mon–Fri 9am–7pm, Sat 9am–6pm ET.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"written_complaint","channel":{"id":"contact-form","type":"web_form","label":"Send Us a Message form (contact us page)","value":"https://www.royalcaribbean.com/resources/contact-us","purposes":["poor_service","refund_request","travel_credit","reservation_problem"],"notes":"The form is on the contact us page and has no separate URL. Fields: first and last name, email, phone, sail date, reservation number and a description of the issue. No sign-in was shown. The page lists no U.S. mailing address for customer service and no chat.","source":"https://www.royalcaribbean.com/resources/contact-us","last_verified":"2026-10-13"}},{"index":2,"rung":"regulator","note":"For a refund Royal Caribbean owes after it cancelled a cruise or delayed it more than 3 days (nonperformance).","regulator":{"id":"fmc","name":"Federal Maritime Commission, Office of Consumer Affairs and Dispute Resolution Services","level":"federal","when_to_use":"Use when a cruise that embarks at a U.S. port was cancelled or delayed by three or more days and the cruise line has not refunded you (more than 90 days for the free dispute resolution service; 180 days, or a denial, before a claim against the line's FMC-filed financial instrument), or when the line owes compensation for death or injury and has not paid. FMC does not adjudicate disputes and does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding or cabin problems, or travel agents; for those, go to the state consumer protection agency.","channels":[{"id":"cadrs-complaints-email","type":"email","label":"CADRS cruise and cargo dispute requests (send Form FMC-32)","value":"complaints@fmc.gov","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Attach the completed Dispute Resolution Service Request, Cruise (Form FMC-32) and supporting documents. Note that the FMC-32 PDF itself (version 01/2024) says \"Return to: CADRS@fmc.gov\"; the FMC web pages say complaints@fmc.gov.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"fmc-32-form","type":"web_form","label":"Dispute Resolution Service Request, Cruise (Form FMC-32, fillable PDF)","value":"https://www.fmc.gov/wp-content/uploads/2022/07/PVOForm32.pdf","purposes":["refund_request","travel_credit","company_shutdown","safety_incident"],"access":"open","notes":"Asks for your contact details and ticket or booking number, the cruise line's name and contact details, whether the dispute involves casualty, non-performance or other, whether the cruise began at a U.S. port, and a timeline (complaint to the line, other help sought, travel insurance, how you booked), with the booking confirmation, ticket and other documents attached. The signer authorizes CADRS to contact the cruise line and to share the information with it unless marked confidential. Email it; it is not submitted online.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"cadrs-phone","type":"phone","label":"Office of Consumer Affairs and Dispute Resolution Services (CADRS)","value":"+1-202-523-5807","purposes":["refund_request","travel_credit","company_shutdown"],"notes":"Fax 202-217-3552. No hours are listed on the page.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"id":"pvo-claims-email","type":"email","label":"Passenger Vessel Operator program (claims against a cruise line's financial instrument)","value":"pvo@fmc.gov","purposes":["refund_request","company_shutdown","safety_incident"],"notes":"FMC's cruise page says to email this address for claim processing information on a cruise line's financial instrument (bond, guaranty or other evidence of financial responsibility).","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"pvo-phone","type":"phone","label":"Passenger Vessel Operator program, Bureau of Certification and Licensing","value":"+1-202-523-5818","purposes":["refund_request","company_shutdown","safety_incident"],"hours":"Hand deliveries 8:30 a.m. to 5:00 p.m., Monday through Friday (no call hours listed)","notes":"Fax 202-566-5830.","source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"id":"general-inquiries-email","type":"email","label":"FMC general inquiries","value":"inquiries@fmc.gov","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"id":"mail","type":"mail","label":"Federal Maritime Commission by mail","value":"Federal Maritime Commission, 800 North Capitol Street, N.W., Washington, D.C. 20573","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"FMC says it does not adjudicate disputes between passengers and cruise lines. It can assist with claims for voyage cancellations or delays of more than three days, and for death or injury on a voyage that embarks or disembarks at a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC does not regulate customer service issues such as itinerary changes, passenger cancellations, denied boarding and cabin concerns, and does not regulate sellers of travel (travel agents). It says to contact the state consumer protection agency where the company operates or is headquartered. It has no jurisdiction over cruises that do not embark from a U.S. port.","source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"deadline","claim":"If your cruise was cancelled and you have not received a refund after more than 90 days, FMC says you may use its voluntary dispute resolution process by sending Form FMC-32 to complaints@fmc.gov.","issues":["refund_request"],"source":"https://www.fmc.gov/consumer-advice/cruise-service-issues/","last_verified":"2026-10-13"},{"kind":"process","claim":"CADRS offers ombuds assistance, mediation, facilitation and arbitration with \"no fees for services\". Ombuds and mediation are voluntary; any party or CADRS staff may end them at any time, and CADRS staff act as neutrals and cannot give legal advice or representation.","source":"https://www.fmc.gov/about/bureaus-offices/consumer-affairs-dispute-resolution-services/","last_verified":"2026-10-13"},{"kind":"policy","claim":"Under 46 CFR 540.2, nonperformance of transportation means cancelling or delaying a voyage by three or more calendar days, if the passenger elects not to embark on the delayed voyage or a substitute voyage offered by the cruise line. The rules cover vessels with berth or stateroom accommodations for 50 or more passengers embarking passengers at U.S. ports.","issues":["refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.2","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under 46 CFR 540.9(f), the passenger first makes a written refund request under the cruise line's claims procedure. If the claim is not resolved within 180 days (or a shorter period in the line's procedure), or the line denies it, the passenger may claim against the line's financial instrument, with documents such as the boarding pass, proof of payment, the cancellation or delay notice and proof of the claim to the line.","issues":["refund_request","company_shutdown"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"policy","claim":"46 CFR 540.9(f)(3) lets the passenger and the cruise line agree to another form of compensation, such as a future cruise credit, in place of a refund.","issues":["travel_credit","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/46/540.9","last_verified":"2026-10-13"},{"kind":"limit","claim":"FMC says the amount of nonperformance coverage a cruise line must keep on file is \"currently capped at $32 million\". Casualty (death or injury) coverage is based on the number of passenger accommodations on the vessel (46 CFR 540.24).","issues":["company_shutdown","refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/","last_verified":"2026-10-13"},{"kind":"policy","claim":"FMC's Bureau of Certification and Licensing issues performance (nonperformance) and casualty certificates to cruise operators with 50 or more berths that embark passengers from U.S. ports. The performance coverage reimburses passengers when the operator fails to complete booked cruises, for example after bankruptcy, and has taken no further action to refund them.","issues":["company_shutdown"],"source":"https://www.fmc.gov/about/bureaus-offices/bureau-of-certification-and-licensing/","last_verified":"2026-10-13"},{"kind":"contact","claim":"FMC publishes a list of each certified cruise line's nonperformance refund policy or instructions, for example Carnival, Princess, Royal Caribbean, Norwegian, MSC and Disney Cruise Line.","issues":["refund_request"],"source":"https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/","last_verified":"2026-10-13"},{"kind":"process","claim":"The current claims rules came from FMC's final rule \"Passenger Vessel Financial Responsibility\" (Docket 20-15, 87 FR 15125, published March 17, 2022, effective April 18, 2022).","source":"https://www.gao.gov/fedrules/204348","last_verified":"2026-10-13"},{"kind":"deadline","claim":"For seagoing passenger vessels between U.S. ports or between a U.S. and a foreign port, a cruise line may not limit the time to give notice of a personal injury or death claim to less than 6 months, or the time to sue to less than 1 year, after the injury or death (46 U.S.C. 30526). Contractual notice periods are tolled for minors, mental incompetents and wrongful death claims.","issues":["safety_incident"],"source":"https://www.law.cornell.edu/uscode/text/46/30526","last_verified":"2026-10-13"}],"notes":"Checked by loading fmc.gov pages on 2026-10-13. The eCFR and Federal Register would not load (they redirect automated clients), so 46 CFR part 540 text was read on law.cornell.edu, and the final-rule dates on gao.gov. FMC's past cruise notices include American Queen Voyages (shut down and filed Chapter 11, notice February 22, 2024) and Vantage Travel Services (Chapter 11, July 5, 2023). Disability access on cruise ships is enforced by the Justice Department under ADA Title III, not by FMC; health and sanitation by CDC; safety by the U.S. Coast Guard."}},{"index":3,"rung":"payment_dispute","note":"Card dispute for a refund Royal Caribbean owes but has not paid.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"arbitration","note":"Claims other than injury, illness or death must go to AAA arbitration after a signed Notice of Dispute; arbitration must start within one year from the date the claim arose.","channel":{"id":"legal-notice-mail","type":"mail","label":"Notice of Dispute before arbitration (Ticket Contract section 10.c)","value":"Legal Department, Royal Caribbean Cruises Ltd., 1050 Caribbean Way, Miami, Florida 33132","purposes":["refund_request","travel_credit","reservation_problem","poor_service"],"access":"human_only","notes":"Required before any arbitration for claims other than injury, illness or death. Send by U.S. mail or professional courier. Include name, contact details, loyalty number (if any), reservation number, onboard folio number (if any), a description of the claim and the specific relief sought, personally signed by the guest. Arbitration cannot start until the 60-day Informal Resolution Period (or a completed Informal Settlement Conference, if later) has ended.","source":"https://www.royalcaribbean.com/guest-terms/us/united-states-english/","last_verified":"2026-10-13"}}],"security":{"official_domains":["royalcaribbean.com","rccl.com","rcclapac.com","rccl.com.br","rccl.com.mx","royalcaribbean.com.hk"],"never_asks":[],"known_scams":[{"kind":"policy","claim":"The FTC warns of illegal robocalls that promise free cruise tickets for taking a survey, then transfer you to telemarketers; in its January 2020 case each person had to pay $59 in port taxes and fees. The alert names no cruise line. The FTC says to hang up and report the call at donotcall.gov.","source":"https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell","last_verified":"2026-10-13"}],"report_phishing":[]},"credibility":{"grade":"A","primary_share":0.92,"sources":{"primary":46,"reference":2,"other":2},"verified_from":{"page":27,"search_snippet":1},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 92% of 50 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":"2026-10-13"},"dossier":{"title":"Royal Caribbean — how complaints actually go","last_verified":"2026-10-13","file":"dossiers/royal-caribbean.md","markdown":"## In short\n\nFor most money problems, call Royal Caribbean first, then put the request in writing through the Send Us a Message form on the contact page. If Royal Caribbean cancels your cruise or delays embarkation by 3 or more days, it gives a future cruise credit by default. Ask for a refund within 6 months if you want money back. The Ticket Contract sends all claims except injury claims to individual arbitration and gives one year to start it, so act early. Use only the phone numbers on royalcaribbean.com.\n\n## How complaints actually go\n\n- Before sailing, the contact page lists Individual Reservations at 866-562-7625 (7am–2am ET daily). After sailing, it lists Post Cruise Assistance at 800-256-6649, with call hours and 24/7 text hours. The written channel is a Send Us a Message form on the same page, which asks for the sail date and reservation number. The page lists no chat and no U.S. mailing address for customer service. [Royal Caribbean: contact us](https://www.royalcaribbean.com/resources/contact-us)\n- If Royal Caribbean cancels a cruise, or delays embarkation by 3 or more days and you do not take the delayed or substitute sailing, it issues a future cruise credit automatically. You can ask for a refund instead within 6 months of the cancellation date or the scheduled embarkation date, whichever is earlier. [Royal Caribbean: cancellation and refund FAQ](https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy)\n- Royal Caribbean says refunds usually post about 7 to 10 days after they are fully processed, and some take up to 30 days. Refunds go to the original card, or to the travel advisor if the advisor paid. [Royal Caribbean: refund timing FAQ](https://www.royalcaribbean.com/faq/questions/how-long-do-refunds-take-to-process), [Royal Caribbean: cancellation and refund FAQ](https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy)\n- For claims other than injury, illness or death, the Ticket Contract requires a signed Notice of Dispute, sent by U.S. mail or courier to the Legal Department in Miami. AAA arbitration can start only after a 60-day informal resolution period. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- For a refund owed after a cancellation or long delay, federal rules require a written claim to the cruise line first. If the line has not resolved it within 180 days, or denies it, you can claim against the bond or other financial instrument the line keeps with the Federal Maritime Commission. [46 CFR 540.9](https://www.law.cornell.edu/cfr/text/46/540.9), [FMC: refunds from a cruise line](https://www.fmc.gov/licensing-and-certification/passenger-vessel-operators/how-to-obtain-a-refund-from-a-cruise-line/)\n\n## What tends to work\n\n- Decide quickly between the credit and a refund after a cancellation. The credit is issued unless you ask for a refund within the 6-month window. [Royal Caribbean: cancellation and refund FAQ](https://www.royalcaribbean.com/faq/questions/booking-cancellation-refund-policy)\n- Keep the booking confirmation. Bookings made before October 11, 2026 follow the cancellation schedule in the confirmation, not the new table in the contract. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- For small disputes, the arbitration clause says Royal Caribbean pays all AAA fees if the claims total US$750 or less and you met the notice and informal settlement requirements. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- For accessibility needs, submit the Guest Special Needs Form at booking and no later than 30 days before sailing (60 days for sign language interpreting). If no confirmation arrives within 24 hours, email special_needs@rccl.com or call 866-592-7225. [Royal Caribbean: Guest Special Needs](https://www.royalcaribbean.com/resources/guest-special-needs)\n\n## Traps and fine print\n\n- For bookings made on or after October 11, 2026, cancellation is free only 75 or more days before sailing (1 to 4 nights), 90 or more days (5 to 9 nights) or 120 or more days (10 or more nights). The charge is 100% at 30 days or less. Non-refundable deposits are kept even inside the free window. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- Section 7.b lets Royal Caribbean skip or change ports and itineraries without compensation or refund, except for mechanical failures or where law requires otherwise. Section 7.e lets it substitute another ship. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- Except for injury, illness or death, section 12.f limits Royal Caribbean's total liability to a future cruise credit no larger than the cruise fare paid. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- Deadlines are short. For injury, illness or death, written notice is due within six months and suit within one year, in federal court in Miami (Southern District of Florida). All other claims must start in arbitration within one year, or they are barred. Class and representative proceedings are not allowed. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- Liability for lost or damaged property is limited to $300.00 per guest unless you declare a higher value in writing and pay a 5% fee, with a $5,000 cap. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n- No refund is given for cancellation after the cruise begins, early disembarkation or a no-show. [Royal Caribbean U.S. Ticket Contract](https://www.royalcaribbean.com/guest-terms/us/united-states-english/)\n\n## Scams that target customers\n\n- SmarterTravel (March 28, 2025) reported a Royal Caribbean guest who called a number in her booking paperwork. The person who answered said she had to pay her full balance before she could cancel. Royal Caribbean's real line, 800-256-6649, had no record of the call and said the deposit could be refunded minus the $100 penalty in her contract. [SmarterTravel](https://www.smartertravel.com/beware-of-this-cruise-cancellation-scam/)\n- Cruise Radio (December 6, 2024) reported two Florida women who paid more than $500 each through Cash App for a Royal Caribbean cruise offered on Facebook. They got fake reservation numbers, and Royal Caribbean had no bookings in their names. [Cruise Radio](https://cruiseradio.net/florida-women-warn-others-after-falling-for-fake-royal-caribbean-cruise-scam/)\n- The FTC warns of robocalls that promise free cruise tickets for taking a survey and then charge port taxes and fees ($59 per person in its January 2020 case). The alert does not name a cruise line. [FTC consumer alert](https://consumer.ftc.gov/consumer-alerts/2020/01/free-cruise-try-illegal-robocall-upsell)\n- To check a number, compare it with the contact page on royalcaribbean.com. The U.S. accessibility and claims email addresses on Royal Caribbean's own pages end in @rccl.com. [Royal Caribbean: contact us](https://www.royalcaribbean.com/resources/contact-us), [Royal Caribbean: Guest Special Needs](https://www.royalcaribbean.com/resources/guest-special-needs)\n"},"guide":{"key":"cruise","title":"Cruise lines — how complaints work","last_verified":"2026-10-13","file":"guides/cruise.md","page":"https://escalate.alexgaoth.com/#/guides/cruise"}}