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Grant argues that he has booked five Royal Caribbean cruises that were valued at a total of AUD 22,000. He booked the cruises with money he won playing at the Royal Caribbean’s ships’ casinos. 

However, before he could even board the first cruise, Grant was told that he would not be able to proceed onboard. Grant had his son and partner along with him. The company only then went to inform Grant that he had been placed on a “no sail” list, effectively a ban, because of “breaking the house rules” in the casino.

Royal Caribbean informed Grant that he had broken various casino rules. While Grant filed a legal action against Royal Caribbean with the Queensland Civil and Administrative Tribunal, he has enjoyed qualified success so far.

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While representation remains important, Yaxley warns that many companies still mistake headcount for inclusion.

“One of the biggest misconceptions is that DEI can be measured by representation alone,” she says. “Representation matters, but it’s only one part of the picture.”

For her, the real test is whether employees have equal access to development, promotion and leadership opportunities, rather than simply being hired.

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Within the survey, none of the respondents selected AI or automation as their primary tool for managing VIP portfolios.

Instead, spreadsheets and business-intelligence dashboards each accounted for 30%, and CRM platforms followed at 24%. Only 15% used AI/automation tools in any capacity, and then only as secondary aids.

Large and demanding portfolios were highlighted as a key challenge, with 64% of managers overseeing 100 or more VIPs, while one in five managed more than 500.