Brenda and Gerald Moran are what you might call “regulars” on Royal Caribbean — or they were — until they were banned for life after they complained too loudly on a cruise website. For the past 3 years, they took two cruises a year with Royal Caribbean, but according to the cruise line, they complained about almost all of them. Finally, after stirring up too much controversy on a popular cruise site, the company banned the Morans for life.
Last September, Brenda and Gerald got stuck with a stinky, sewage soaked stateroom on their 14- night Alaskan cruise. The cruise line refused to move them into another room, but offered a 20% discount on their next cruise. They felt this was fair compensation and decided to book their next cruise on Royal Caribbean.
After the cruise, Brenda logged on to Cruise Critic and posted a review of her trip as well as a few comments on their forums, says MSNBC. A few weeks later she got a call from Royal Caribbean offering her an additional $500 credit for her trouble. Brenda was happy with this offer and again posted the details to Cruise Critic. This is apparently when everything went wrong.
Some board members felt the Morans had complained their way to an unfair discount and posted their displeasure. They felt that the Morans were teaching others how to “scam” Royal Caribbean. Some went so far as to contact Royal Caribbean’s president and chief executive, Adam Goldstein to complain about the Morans getting any compensation at all.
A few weeks later the Morans received a phone call from a man named Sebastian who identified himself as Bill Weeks’ boss. Sebastian was unhappy that Brenda had posted a negative review and had shared the compensation information on Cruise Critic’s boards. He asked Brenda to take down her review “at once.” Brenda refused and cited her right to free speech.
The following day the Morans received another phone call from Sebastian stating the couple was banned forever from the cruise line.
The Morans received a $500 check along with a letter explaining that they were, indeed, banned. Royal Carribbean’s spokesperson told MSNBC:
“On all but one of those sailing the Morans felt there were a variety of service failures they experienced,” he said. “In a small number of cases we agreed and compensated them appropriately. In most cases, however, we disagreed. Having concluded that we are unable to meet the expectations of the Morans, we have told them that they would be best served by sailing with another company.”
Harsh! Do you think Royal Caribbean should have listened to the people complaining that the Morans were scammers? Is the ban too harsh? Or just practical?
Complaining couple banned from cruise line [MSNBC](Thanks, Cherise!)
(Photo: physis3141 )