What to do..??

[Guest OBAYbee]

On February 28th just like thousands of others, I reserved cabins on FOS. Went very smoothly. My RCCL agent's name was J.D. He seemed very personable and willing to help. I had a huge reservation list for him to undertake. I reserved 3 in one OS, 4 in another OS, 5 in the RFS, 2 in a promenade room and 2 in a JS. Sixteen passengers. He did a fairly good job at the time. One wrinkle was I never got an email confirming them so the next day I called. J.D. answered and thank goodness he did because he had booked me in the RS not RFS. He changed us to the RFS as requested and gave me room numbers and confirmation numbers etc. All was well. BUT still no email.

Then my credit card came in. I was billed $1,250 too much for deposits.

I called him at the extention he gave me. I received his voicemail. I had been leaving voicemail for 2 1/2 weeks when I decided to call RCCL. I called and was transferred to the FOS group (apparently the regular accountants at RCCL don't handle FOS. A special FOS accounting office of RCCL employees does). Got that corrected after we went through all my reservations it appears he charged me twice for everyone one in the RFS. AND the reason I never got an email was he had us picking up the tickets at the pier. There was no contact information on my file RCCL told me. There is now because we did every reservation one by one again just to make sure. I also got all the confirmation emails, finally.

 

Here's my dilemma. I never heard back from "my agent" at RCCL. I've even sent emails to RCCL asking that I be reassigned to a different agent and so far I have only received the auto response email. I have 2 C&A new membership coupons for 2 people on our reservation list that need to be submitted but to whom? JD doesn't answer, and RCCL sends me auto response.

I need some advise. I know the cruise is a long way off. My point is the cruise is costing us over $40,000 and I have no agent answering me at RCCL.

I am sure the coupons expire at some point. I just don't feel like I am getting the service I deserve after booking such a large number of rooms.

Please, any advise would be welcome. Do it here on the boards or email me at CNNHost@comcast.net.

Thanks in advance you guys!

[ckrobyn]

Geeeez......I'd be pretty miffed too :(

 

RCI should take responsibility for the fact your attempts at contact with "your" reservation agent are not being responded to. The agent was more than willing to take your money..... If it were me, I'd be contacting the guy at the top and explain your situation and essentially demand an answer. With all the cruise line competition, RCI SHOULD be all about customer service...whether you are spending $40,000 or $4000.

Don't stop here.....you deserve an explanation.

[Cruising89143]

Do you have an outside TA that you can transfer the booking to? I booked my cruise last year directly with RCI when one of the aft JS cabins was available so that I could grab it then before it was booked. The next morning I transferred the booking to my regular TA. All I had to do was give him my booking number.

[onevacationlover]

I had the same problem, I orginally booked on the 28th for C & A members, too. I later tried, tried again, again and again to contact my RCCL agent with messages, etc. :mad: We needed to add to our reservation but I couldn't get in touch. Well, after no response I transferred my reservation to a TA without NO additional charge. I understand your pain but we only have 4 in our party. I typically think it's better to book directly because once you change to a TA, RCCL will not indulge you with any information. I would contact the C & A department, I bet they'll give your customer service.

 

PS - You should check out the Meet and Mingle thread - we're having fun there..:)

[wrp96]

I would see if I could go up the line at RCCL. The suggestion about going to the C&A # was good. I had major problems with my last booking (they kept telling me things but they never happened like with the emails) and kept getting shifted around. They kept making excuses but not fixing the problem. Don't wait for a call back. Keep calling until you find someone that can and will help you. Take names and numbers and write down everything that is said. And keep going up the ladder until it is solved.

[danajjj]

I agree with the other posters. Try the C&A department and speak with a supervisor. Can you call the reservation number again and transfer to the FOS reservationist. I would probably go up the ladder at this point and only work with a supervisor, etc. Be sure to note the names of who you speak with and ask how to contact them directly. I'm curious to see what kind of service you get. Good luck and keep us posted if you don't mind.

[stretch]

I agree with the other posters. Try the C&A department and speak with a supervisor. Can you call the reservation number again and transfer to the FOS reservationist. I would probably go up the ladder at this point and only work with a supervisor, etc. Be sure to note the names of who you speak with and ask how to contact them directly. I'm curious to see what kind of service you get. Good luck and keep us posted if you don't mind.

 

Don't you just hate voice mail? :mad: If and when you get through to a real living-breathing person be sure to insist on talking to a supervisor, take down all names, dates and times of calls and keep up with them. RCI's customer service dept. has never been very good and you'll need to keep good records.

Stretch

[stillfrantic]

I would transfer the reservation to an agent you know and trust.....someone who will answer your questions and be around to help.

[Guest OBAYbee]

Thanks everybody for all the suggestions. I am indeed following up and using your ideas. I most definitely will keep you posted.

[stillfrantic]

If you transfer prior to May 1st you might even save a little money with gift cards or other incentives, although I know that isn't the reason you are considering the transfer.

 

Good luck.

[JudyOh]

That is why using a good TA is important.

[Host Jacquelyn]

My advice is to call C&A, explain your problem, and ask them if they can credit you the coupon amount without actually having to send it in. After the runaround you have been getting, you don't want to risk them losing the coupons. We had a similar situation, and C&A credited the amount directly.

[Merion_Mom]

One more suggestion: My latest bookings I did through RCCL directly, since no one can discount anymore, and I wanted to be able to change things myself, if I wanted to. As everyone knows and has said, they won't even TALK to you if you have a TA.

 

"My agent" at RCCL is George. So far, I haven't had any problems, but I have had to talk to him about details a few times. He is either there, or calls me RIGHT back. Feel free to call HIM and get HIM to be "your" agent. He gave me: 800-859-7225 x32456. Tell him Carol sent you. :)

 

Carol

[Guest OBAYbee]

One more suggestion: My latest bookings I did through RCCL directly, since no one can discount anymore, and I wanted to be able to change things myself, if I wanted to. As everyone knows and has said, they won't even TALK to you if you have a TA.

 

"My agent" at RCCL is George. So far, I haven't had any problems, but I have had to talk to him about details a few times. He is either there, or calls me RIGHT back. Feel free to call HIM and get HIM to be "your" agent. He gave me: 800-859-7225 x32456. Tell him Carol sent you. :)

 

Carol

 

 

Thank you Carol! I will call him in the morning!

[KimiCLAS]

Ditto on the specific agent information. Our RCCL agent is David Santana 1-800-859-7225, ext. 30808. Tell him Kim from Wyoming sent you. He's very responsive (I have waited a couple of days, but they were moving their offices) but I have never waited too long for him to call me back. He has made changes, confirmed changes I've made through other RCCL agents and also confirmed a new booking I made for my MIL & FIL. Also, fax confirmations are the best - they contain more specific information (i.e. insurance, dining room time assignments, pre-paid gratuities, etc.) Good Luck. If you don't want to go directly to RCCL, call my Aunt Nancy. She's a travel agent.

[danajjj]

Has the service improved any?

[Guest OBAYbee]

Well, as promised I am going to give you all the latest developments.

After being on hold with C&A people at RCCL off and on for a total of about 4 hours over 3 days I was sent to a guest vacation specialist supervisor. She was to call me and did not. So I called customer service and asked them to transfer me to her.

They did. I was very unhappy with the way I was spoken to. She (Dayna)claimed JD was out on medical leave and that is why he could not answer my "immediate" phone call. I reminded her that two months have gone by since I started trying to reach him. His answering machine STILL says he is on the other line and will call me back.

I won't drag this out but suffice it to say nothing came of all this.

I told her I am prepared to take it a step higher and she said she would have her manager call me. I am hesitant to have the reservations transfered over to a different TA (other then RCCL) because I was overcharged $1,250 worth of deposits by JD. Once that gets back as a credit on my card I will be looking elsewhere should the manager not return my call. I am not holding my breath.

Now, I am going to step back from my computer and exhale while I try and forget about this for a while.