Thread by @davemberlin

@RoyalCaribbean My kids are being denied entry because we never got the negative COVID test result from @Labcorp

@RoyalCaribbean @Labcorp I am sitting on the sidewalk outside the #SymphonyOfTheSeas in Miami, FL. My entire extended family is on the ship except us.

@RoyalCaribbean @Labcorp We were told we had to get a COVID test within 48 hours of sailing. We did that. Results never came. @Labcorp won't answer the phone.

@RoyalCaribbean @Labcorp We did everything we were told to do. Now @RoyalCaribbean is saying that despite that they are sailing without us and keeping our money. No refund, no sorry, we'll book you on another cruise, just "call you y insurance company"

@RoyalCaribbean @Labcorp I booked this cruise 18 months ago during the height of the pandemic. Was a little stir crazy. I thought, definitely this nightmare will be over by December 2021

@RoyalCaribbean @Labcorp I was group leader, booked a bunch of family members on this cruise. Spent thousands of dollars and weeks of my time planning this cruise. Flew all the way across the country to catch the boat.

@RoyalCaribbean @Labcorp See, this is all you will get from RCL

https://twitter.com/RoyalCaribbean/status/1467235513115414529?t=ZOpPzx4rNnU5g6HinzAEFQ&s=19

@RoyalCaribbean @Labcorp I know how much time you spent???

My kids are sitting on the sidewalk crying. We don't know where we're going to sleep tonight. They're hungry.

Our whole family is on the ship without us.

@RoyalCaribbean @Labcorp The thing is, WE READ ALL OF THE GODDAMN DOCUMENTS.

We stayed safe for 18 months. Never got COVID, looking forward to this cruise.

My kids haven't played baseball in two years because of COVID.

@RoyalCaribbean @Labcorp We did everything we were asked to do.

We took the tests. They're negative. I know they are. We just don't have the email yet. Probably will get it as the boat sails away.

Can we take a test today and then show you the result from Thursday when it comes in? > NO

@RoyalCaribbean @Labcorp I've talked to every customer service person and department at @RoyalCaribbean. And you know what they all said?

Nothing we can do.

@RoyalCaribbean @Labcorp Okay, I flew 3,000 miles to catch this cruise. You gonna put me up in a hotel? > NO

Refund my cruise??? > NO

Book me on another one of your half-empty ships? > NO

@RoyalCaribbean @Labcorp I did everything right. I followed every instruction. Now I'm fucked because @Labcorp tech A didn't show up to work today.

@RoyalCaribbean @Labcorp Look, @Labcorp says it takes one to two days right on their site

@RoyalCaribbean @Labcorp I even told the person at @Walgreens it was for travel. They didn't say, oh, you better not use LabCorp

@RoyalCaribbean @Labcorp @Walgreens We've called every @Labcorp number we can find. They won't answer their phone on Saturday. Doesn't matter how much of an emergency you're in. @Walgreens has no clue where our PCR tests are

@RoyalCaribbean @Labcorp @Walgreens And @RoyalCaribbean? After they told us we're sailing away without you, and that they're not refunding our money, and that they're not booking us on another of their half-empty ships?

Know what they said?

@RoyalCaribbean @Labcorp @Walgreens I hope you got travel insurance

@RoyalCaribbean @Labcorp @Walgreens Well, I didn't get travel insurance. If I did, nobody would pay it out. Why would they?

This is my fault, right? I didn't pay $500 or whatever for an expedited test because nobody told me I needed one.

@RoyalCaribbean @Labcorp @Walgreens We've gotten lots of tests before. Never taken this long. Never been an issue when it didn't matter.

@RoyalCaribbean @Labcorp @Walgreens Yes, I'm frustrated. I'm stranded in Miami with no flight home for a week. Can't go on this cruise because I didn't get an email. Happy to prove my kids are COVID-negative, today and all week. But no

https://twitter.com/RoyalCaribbean/status/1467236604452372482?t=U65qF4ArfaFxOAsIUjLbQg&s=19

@RoyalCaribbean @Labcorp @Walgreens I offered to take a test today. I offered to take a test every day we're on board. I offered to fly to Mexico to meet the ship at its first port.

All no.

@RoyalCaribbean @Labcorp @Walgreens They say proof of negative test. When I go, okay, test them now and I'll show you the fucking email when @Labcorp gets around to sending it..."hope you got insurance"

@RoyalCaribbean @Labcorp @Walgreens 13 minutes to get an email from @Labcorp before the pier supervisor in Miami gets to officially kick us out of here

@RoyalCaribbean @Labcorp @Walgreens So, now I'm out one family vacation, countless thousands of dollars, stuck in Miami, kids crying, no place to stay tonight.

My lifelong dream of sailing on the biggest cruise ship in the world...deferred or gone forever.

What should we do?

@RoyalCaribbean @Labcorp @Walgreens Like, seriously, does anyone here work for @Labcorp and can send me an email that my kids don't have COVID?

My requisition number is 98893504. We had an appointment at 3:45p Pacific time Thursday in California. Last name B-E-R-L-I-N, like the city

@RoyalCaribbean @Labcorp @Walgreens Not urgent. You have 6 minutes to send the email

@RoyalCaribbean @Labcorp @Walgreens Free promo for next @RoyalCaribbean vacation. Your kids will never cry so much in their lives

@RoyalCaribbean @Labcorp @Walgreens Well, it's 4:30. Guess it's over

@RoyalCaribbean @Labcorp @Walgreens So, late night update: fed my kids and found a dingy motel in Miami. Family's on the ship. They're pissed. I feel like we ruined 13 people's vacations because we didn't get the expedited test nobody said we needed.

@RoyalCaribbean @Labcorp @Walgreens I guess we have to take the blame because it technically says results could take 72 hours. Either way, no refund, no cruise credit, no discount from RCL. Just SOL

@RoyalCaribbean @Labcorp @Walgreens I keep going back to this chart of Aegis' testing turnaround that's linked from Walgreens' site. Eight hour turnaround

@RoyalCaribbean @Labcorp @Walgreens But, I guess we didn't get this lab. We got LabCorp, and despite their 1-2 response time guidelines on their site, it didn't happen.

@RoyalCaribbean @Labcorp @Walgreens It's been over 50 hours and we still haven't gotten our test results from @Walgreens @Labcorp

@RoyalCaribbean @Labcorp @Walgreens And nobody at @RoyalCaribbean suggested we do an antigen test because they're faster.

Am I supposed to know this?

We booked PCRs exactly 48 hours before our cruise because that's what everyone I spoke to suggested.

@RoyalCaribbean @Labcorp @Walgreens Of course, none of this would be a problem if the @CDCgov allowed my kids onboard with one negative COVID test today and one tomorrow

@RoyalCaribbean @Labcorp @Walgreens @CDCgov I offered to have them tested every day. I offered to meet the ship in Mexico. All blame was directed to @CDCgov.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov Anyway, those regulations are stupid. Nobody's been more careful than us for the last nearly two years.

But, MOVING ON NOW

@RoyalCaribbean @Labcorp @Walgreens @CDCgov Okay, one more second of not moving on.

Here's what I would have done if I were in charge at @RoyalCaribbean. Here's what I would have said to me, guy who convinced 13 people to come on my ship:

@RoyalCaribbean @Labcorp @Walgreens @CDCgov Wow, this sucks. This really sucks. Let me think what we can do for you since you followed our guidance to the letter and you got screwed by @Walgreens @Labcorp (and is too for advising slow unnecessary tests).

@RoyalCaribbean @Labcorp @Walgreens @CDCgov Here's an idea! Another ship sails tomorrow. It's a big one. Goes to Coco Cay. What if we put you on that one instead? What if we pull all 13 of you off Symphony and put you on Oasis?

@RoyalCaribbean @Labcorp @Walgreens @CDCgov We'll test your kids right now and they'll be cleared for sailing tomorrow. Your family will stay together. We'll salvage this vacation and you will become a lifelong RCL fanatic.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov Last thing I would ever tell you, dear customer, is "hope you got insurance" or even "we're splitting up your family".

Not on my watch. We will do anything to make this right.

Free hotel, dinner on us, see you back at the port tomorrow.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov Instead, "you can't sit here" (literally the sidewalk after all cleared passengers were inside and there were no people there).

Basically, "please leave"

@RoyalCaribbean @Labcorp @Walgreens @CDCgov Okay, so I'm not the boss at RCL. So what did we really do?

First we thought about flying home. Then Vegas. Kids still crying for their grandfather.

Then we thought, another cruise? Adjust flew 3,000 miles.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov Another hour and several RCL reps. Booked on a 4 night without extended family instead of a 7 night with.

But, still delivering Coco Cay for my kids!

@RoyalCaribbean @Labcorp @Walgreens @CDCgov Completely out of pocket. I had to do all the leg work. Never felt the overwhelming apathy of a giant corporation more.

They really don't care about you, folks.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov So, two nights in this shitty airport motel. Deeply sad experience instead of a joyful one. Will probably resent RCL for a long time for the way they just shoved us off.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov Okay, end with gratitude. We're still alive, healthy, and at least my small family is still together. We ate, we're warm, we have beds to sleep in.

Better than most people who ever lived. Way, way more than most people ever dreamed of.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov Thanks to science, we're all vaccinated and probably won't die from COVID. That's pretty amazing.

Thanks, science. You at least care about us.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov Wish I could have had that drink with my dad and my uncle and my cousin on the ship, hugged my mom and aunt goodnight, told my sister and my nieces I'm proud of the strong women they are.

But I know they're all safe. And that's enough.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov Okay, one small grievance. I guess #Festivus came early this year. Let's air all our grievances now.

Look, science, you know I love you, right? But seriously bro

@RoyalCaribbean @Labcorp @Walgreens @CDCgov I gave you 18 months to since this pandemic. Plenty of time. And you delivered, you really did.

Only thing is, my kids were only eligible to get their first shot 4 weeks ago. Second shot Monday.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov And, you know, I know and you know they're fully vaxxed. These kids are good. But nooooo, fully vaxxed is 14 days after second shot.

Why does this matter?

@RoyalCaribbean @Labcorp @Walgreens @CDCgov Because if they had gotten their shots nine days earlier or our cruise was nine days later, RCL would have tested them and let them on the ship. Again, blame science, @US_FDA, and @CDCgov for this.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA We almost made it. I booked this 18 months ago, and we missed this important fail safe by nine days.

Or, had Royal done what they said months ago, and let them on the ship but tested them twice during the cruise, we would have been fine.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA So I guess months earlier or nine days later and we would have made it.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA Okay, end again with more gratitude.

...

This book I'm reading is really good

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA @threadreaderapp unroll

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA Update: got our lab results last night around 11 p.m. No surprise: all negative for COVID.

@Walgreens and @Labcorp delivered our results six and a half hours after the deadline.

We missed our cruise we'd be planning for 18 months by an email that came six hours too late.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA Wife is absolutely devastated. Blames herself for booking this kind of test at opposed to a rapid antigen or expedited travel test.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA Thing is, every person at @RoyalCaribbean drilled this into us: 48 hours PCR test. Every time I called them, don't forget PCR test, no more than 48 hours before sailing.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA I even called to ask if it was okay to get it 50 hours before sailing after they moved our sail time back a couple hours.

They said, sure, anytime Thursday.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA Never once did they say, hey we changed it to 72 hours for kids and we absolutely insist you do it as close to 72 hours in advance, because unlike the fully vaxxed we will turn your children away.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA Only last couple of emails said it was okay to test kids 72 hours in advance, and we already had appointments for all four of us. Why would we change them and go to Walgreens twice?

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA Once it dawned on us we weren't likely to get the email in time, we tried everything. We ordered to quarantine in our cabins until we got our results, which came five hours after sailing.

@RoyalCaribbean said no.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA Could they have made an exception in our case? Sure, they follow @CDCgov guidance. Not illegal to let us on ship and quarantine us. If we tested negative at port and positive from PCR, they could have dumped us in Mexico.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA Fact is, this is just what happens when we allow corporations to get too big.

They just don't care about any individual customer because they have a large quantity of customers.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA It's the reason Amazon workers pee in bottles or get fired. The reason Exxon knew about climate change for decades and did nothing. The reason my kids are gutted today and traumatized for life.

Corporations just do not give one single fuck about anything but money.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA It's just always shocking to come face to face with the yawning chasm of indifference. No matter how many times you see it, it shocks you because the mechanism through which that indifference is conveyed is people.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA Always the same refrain: nothing we can do.

If that's true, if there's nothing anyone can ever do besides take your money, how does change happen?

Maybe it starts with something as small as a tweet. Maybe that gets one person to care, and starts a chain reaction of caring.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA Sweet moment from yesterday. My 6yo comes up and says, Dad, call Joe. He can fix this!

Me: huh? What? Joe? Who's Joe?

Him: Dad, @JoeBiden! Call Joe Biden! He can fix this!

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA @JoeBiden At another point he was crying and I knelt down and told him it was going to be okay. He said he was crying because it was my dream to go on the biggest cruise ship in the world and my dream didn't come true.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA @JoeBiden I told him, no son, it wasn't my dream to go on the biggest cruise ship in the world. It was my dream to go on the biggest cruise ship in the world with you.

And we're still together. That's all that matters.

@RoyalCaribbean @Labcorp @Walgreens @CDCgov @US_FDA @JoeBiden Another sweet thing from a mostly bitter day: my dad waited with us as long as he could, and then gave us all of his cash, over $250, so we wouldn't be stuck in Miami with no cash.