I’ll preface this with saying that I’m typically a person who doesn’t get easily frustrated and complain about companies, but my first time experiences with Virgin cruises has pushed me to attempt to find any way to fix the problem their incompetence is unable to.
Background:
I was initially booked on a cruise for February 2024 out of Miami, but this was suddenly canceled due to some delay in another ship’s launch… no clue how that all works, but I figured ok, no problem, so I re-booked the same cruise, which now departs out of San Juan on February 10th.
Ever since the rebooking, I have been unable to access my account both on the app or on the website. I’ve called Virgin countless times, spoken to different people every time of course, and still have yet to get any resolution.
The last time I called was on November 17th. I paid the entire cruise cost in full because it was due, and they “prioritized” my issue… since nothing happened after that call, I sent an email request in on November 20th. I’ve received a whopping two responses, both contradicting the other and the equivalent of the “have you tried unplugging and plugging back in?” kind of help you receive with wifi router tech support. Truly, one response was “well you need to make a new account with a new email”… I don’t have another email account and I’m not creating one that I have to try and monitor somehow, so I responded to that effect, and was then told “your account was deleted, so all that is needed is to create a new account with your same email and new password and you’re all set.”
I tried that and shocker… received an error message saying there was already an account associated with that email. I responded to the customer support email three times over the course of a week about this last failure and have yet to receive a response.
My cruise is less than two months away, I can’t access my account, can’t book excursions, can’t place bids on upgrades even though I’m getting their dumb a** emails, and I’m ready to file for a full refund and write every review possible about this amateur-hour experience I’ve received. I’ve sailed Royal Caribbean a half dozen times and never once experienced anything close to this and it’s amazing they’re actually still in business.
Has anyone experienced this before and, if so, can you tell me what you did to correct it? If not, is there someone else that’s actually competent in their company who can help me with this issue?
Thanks in advance for any assistance with this issue.
I’ll preface this with saying that I’m typically a person who doesn’t get easily frustrated and complain about companies, but my first time experiences with Virgin cruises has pushed me to attempt to find any way to fix the problem their incompetence is unable to. Background: I was initially booked on a cruise for February 2024 out of Miami, but this was suddenly canceled due to some delay in another ship’s launch… no clue how that all works, but I figured ok, no problem, so I re-booked the same cruise, which now departs out of San Juan on February 10th. Ever since the rebooking, I have been unable to access my account both on the app or on the website. I’ve called Virgin countless times, spoken to different people every time of course, and still have yet to get any resolution. The last time I called was on November 17th. I paid the entire cruise cost in full because it was due, and they “prioritized” my issue… since nothing happened after that call, I sent an email request in on November 20th. I’ve received a whopping two responses, both contradicting the other and the equivalent of the “have you tried unplugging and plugging back in?” kind of help you receive with wifi router tech support. Truly, one response was “well you need to make a new account with a new email”… I don’t have another email account and I’m not creating one that I have to try and monitor somehow, so I responded to that effect, and was then told “your account was deleted, so all that is needed is to create a new account with your same email and new password and you’re all set.” I tried that and shocker… received an error message saying there was already an account associated with that email. I responded to the customer support email three times over the course of a week about this last failure and have yet to receive a response. My cruise is less than two months away, I can’t access my account, can’t book excursions, can’t place bids on upgrades even though I’m getting their dumb a** emails, and I’m ready to file for a full refund and write every review possible about this amateur-hour experience I’ve received. I’ve sailed Royal Caribbean a half dozen times and never once experienced anything close to this and it’s amazing they’re actually still in business. Has anyone experienced this before and, if so, can you tell me what you did to correct it? If not, is there someone else that’s actually competent in their company who can help me with this issue? Thanks in advance for any assistance with this issue.
