Royal Caribbean has cancelled more scheduled visits to San Juan, Puerto Rico on one of its largest cruise ships, and cruisers are not happy.
Symphony of the Seas - measuring at 228,081 gross registered tons - was scheduled to visit San Juan on the two upcoming voyages, including the December 28, 2024 and January 12, 2025 sailings. However, due to ongoing construction at the pier, large cruise ships have been unable to dock for months in the capital city.
Cruisers sailing on both itineraries were alerted recently about itinerary changes because the Oasis class ship is still unable to dock in San Juan. However, both itineraries have been significantly altered due to the port change.
For the December 28 sailing, guests received the following email from Royal Caribbean:
“We wanted to inform you about some changes to your upcoming cruise. Due to ongoing construction at the pier in San Juan, the port authority has advised us that the port will not be ready in time for our visit. We understand how important each destination is to your vacation, so we have worked diligently to find the best alternatives for you.”
The 7-night itinerary will visit Perfect Day at Coco Cay as planned, but visits to St. Maarten and San Juan are cancelled. Instead of visiting San Juan, Puerto Rico, the revised itinerary has Symphony of the Seas will now be visiting Labadee, Haiti.
As one of Royal Caribbean’s private destinations, Labadee was recently reopened following violence in the country this year. The cruise line suspending visits to Labadee when tension began to rise in the spring; however, the private destination’s location is completely operated by the cruise line.
Royal Caribbean also added a new port stop in Nassau, Bahamas on the December 28, 2024 sailing, which will replace one of the sea days.
In addition, vacationers on the January 12, 2025 sailing onboard Symphony of the Seas received a similar email from Royal Caribbean about itinerary changes. The 7-night Eastern Caribbean sailing was meant to visit San Juan, Puerto Rico on January 15, 2025.
The Oasis class vessel was scheduled to visit Perfect Day at CocoCay and Phillipsburg, St. Maarten on a roundtrip itinerary from Miami, Florida. However, the continuous issues with San Juan have caused the cruise line to revise this itinerary too.
Guests booked on the impacted itinerary were told the cruise would no longer sail an Eastern Caribbean itinerary. Although Symphony of the Seas will visit Perfect Day at CocoCay as planned on January 13, 2024, the rest of the port visits are altered.
Instead of visiting Puerto Rico, the ship will now dock in Labadee, Haiti. Additionally, the new itinerary features a port visit to Falmouth, Jamaica instead of St. Maarten. The remaining two sea days on the itinerary remain unchanged. Symphony of the Seas will return to Miami, Florida as scheduled.
Ongoing issues docking in San Juan, Puerto Rico
Prior to these recent changes, Royal Caribbean also adjusted Symphony of the Seas’ itineraries in December that were meant to dock in San Juan. Sailings throughout November and December were also altered significantly to replace San Juan, Puerto Rico because of the pier issues that persist.
Unfortunately, there is no end in sight for the port cancellations in Puerto Rico due to “technical issues” with San Juan’s pier.
Royal Caribbean explained in communication earlier this month, “We’ve recently been advised by the port authority in San Juan, Puerto Rico, that due to technical issues with the pier and the work that must be done and cleared by the United States Coast Guard for accepting a ship our size, we’ll have to adjust our itinerary for our sailing.”
Currently, there is no timeline for when the pier will be completed. The dock is located in San Juan’s old town, making it one of the more popular destinations for cruisers in the Caribbean. Neither the Port Authority in San Juan nor Royal Caribbean have stated when the pier will be cleared for larger vessels, indicating the pier might not be fixed for some time.
According to local reports from elnuevodia, San Juan’s Pier 3 was damaged by MSC Meraviglia in April 2024. This forced the port to close down the west side of the facility until further notice because of the extensive damage to the pier. Neither Royal Caribbean nor the Port of San Juan have confirmed the pier damage by MSC Meraviglia.
Luckily, San Juan has two docks for cruise ships to use. Smaller ships are able to use the Pan America pier; however, Oasis class ships are only able to use the damaged pier due to the large size. As such, Royal Caribbean is technically at the mercy of San Juan to repair the damaged pier before they can resume normal operations.
Disappointment and frustration from many impacted cruisers
Although Royal Caribbean is technically not responsible for the damaged pier repairs, many cruisers are frustrated by the continued last-minute changes. The repeated itinerary adjustments are disappointing for most cruisers scheduled to vacation on Symphony of the Seas.
Cruisers impacted by the sailing have taken to social media to voice their frustrations, including a thread on Reddit and forum post on Royal Caribbean Blog.
In particular, some have expressed their dismay with Royal Caribbean choosing to replace San Juan, Puerto Rico with less-desired ports. For example, the U.S. State Department has Haiti as a “Level 4: Do Not Travel” advisory for the region. Others are not pleased with the elimination of St. Maarten for Falmouth, Jamaica.
“Skipping St. Maarten for Jamaica, Haiti and Nassau would make me cranky,” commented one user on Reddit.
Others found the wording of the communication comical considering the political unrest in Haiti. “[Haiti is] so stunning that there are armed guards who stop you from leaving the private port,” responded one commenter.
“Telling us that being diverted to Haiti (during a level 4 do not travel advisory) is suddenly safe is an insult. RC stopped visiting Labadee in March, 2024… but now 'the safety and security of our guest remains our main priority' — and just like that it’s safe again?” commented one frustrated cruiser.
“Ugh. Nassau and Falmouth in exchange for San Juan and St. Martin? That’s the downgrade of downgrades,” responded another user.
“Love how they try to make roses out of turds,” exclaimed one responder.
Others are frustrated by Royal Caribbean’s lack of planning considering the ongoing issue, especially considering the cruise line continues to advertise Oasis class cruises visiting San Juan in early 2025:
“RCCL continues to look bad on this issue. They have to know the pier issue is going to take time to get back to operations that support Oasis class ships. Rhapsody docked just fine this morning. Highly recommend the itinerary she is running right now.”
The poster replied, “Definitely knew, feels like a bait and switch to private islands. The money grab from Covid downtime is so very apparent. At least try to substitute with another eastern island.”
Which Royal Caribbean ships are impacted?
Reports of issues with docking in San Juan, Puerto Rico were reported by Royal Caribbean cruisers as early as April 2024. Guests sailing on Wonder of the Seas reported the captain chose to divert the ship from San Juan and Dominican Republic to visit St. Thomas and St. Maarten instead. At the time, guests were told the pier was damaged by an MSC ship and Oasis class ships could not dock.
After the diversion of Wonder of the Seas, Royal Caribbean’s Symphony of the Seas has faced the greatest impact. Since the spring, every itinerary that included a stop in San Juan has been modified.
Looking ahead to next year, Symphony of the Seas has planned visits to San Juan, Puerto Rico, throughout early 2025. While January itineraries have already been modified, no updates have been shared regarding changes to additional sailings. If the pier’s repair timeline remains unclear and adjustments continue, more itineraries could be affected.
For instance, Royal Caribbean’s Odyssey of the Seas, a Quantum class ship measuring 167,000 gross registered tons, is also scheduled to visit San Juan on January 30, 2025. Currently, this sailing has not been impacted.
Finally, Rhapsody of the Seas is home-ported in San Juan and sails roundtrip itineraries from the capital city to the Southern Caribbean. Because Rhapsody of the Seas is one of the cruise line’s smallest ship, the vessel operates at the alternative San Juan dock. Therefore, the Vision class ship has not been impacted and continues to operate as scheduled.
Are impacted cruisers receiving compensation?
Even with the adjusted sailings, cruisers on impacted itineraries are not being offered the opportunity to cancel for a refund. This has created additional frustration for vacationers who are visiting ports of call they did not originally plan to visit.
"They sold and marketed this New Years Holiday Cruise as an Eastern Caribbean itinerary knowing that it was unlikely that the San Juan port would be fixed,” argued another cruiser online.
Itinerary changes are not uncommon in the cruise industry, especially for weather-related changes. However, because cruise lines have the power to make itinerary changes as needed for any reason, guests are not currently being offered any sort of refund or compensation for the change.
For previous itinerary changes caused by the pier issues in San Juan, Royal Caribbean announced that guests would automatically be refunded to their original form of payment for any prepaid excursions at the canceled ports. Additionally, new excursions will likely be offered through Royal Caribbean for ports of call in Falmouth (Jamaica), Nassau (Bahamas) and Labadee (Haiti).
