Calling Royal Caribbean...or not

[Flamingo33]

I just spent about 1 hour and 45 minutes on hold waiting for an associate (brand specialist) to help with my reservation. I eventually hung up. Has anyone else experienced this lately? I feel like i can recite the hold spiel at this point!

[rummenroman]

I just spent about 1 hour and 45 minutes on hold waiting for an associate (brand specialist) to help with my reservation. I eventually hung up. Has anyone else experienced this lately? I feel like i can recite the hold spiel at this point!

 

Yes this has been a common occurrence as of late. Nobody knows exactly why, but many speculate it is because of the kids sail free promotion.

[LindaO]

I've booked 3 cruises... and called about 5 times in the past week... with just questions or to get some information. Never been put on hold... Never a wait... One hold for about 10 seconds when the agent had to check something... I haven't had any trouble... Sorry you have... but I've yet to experience the trouble you have reported.

[Kova15]

I would assume that they have 2 different wait lists, the first is for people who have not yet booked a cruise. These people get a higher prioirity since they have yet to spend their money with RCC. Then people who already have booked a cruise. who get second priority since you have already committed your money to the cruise you are lower on the list. but this is all IMO!

[ehfl]

Yes this has been a common occurrence as of late. Nobody knows exactly why, but many speculate it is because of the kids sail free promotion.

 

Service has been poor well before the kids sail free program. I waited on hold for 3+ hours in December. (after several other calls waiting 2+ hours before I had to hang up).

 

Any call center is going to know what their call volume and wait times are, and they know when to anticipate heavy volume. It's not a matter of being overwhelmed, it's just a matter of management not really caring to properly staff the call centers.

[jessicalorene]

Been on hold for 20 minutes, this isn't giving me hope ! :confused:

[Flamingo33]

I agree. I actually had crown and anchor on one phone and reservations on the other. Neither picked up after about an hour and fourty five!

 

If they need help...I volunteer!

 

But really....I need to talk to someone!

[pop5]

I had my phone sitting on counter on speaker for over an hour. Finally hung up.

[traveler/]

I've called other companies for service and noticed several ways they often handle this:

1. They tell you about how long the wait will be

2. Offer other methods like "Live chat" (my favorite) or email.

3. One had me leave my number and they would call me back within a certain time.

I've never really had a problem calling RCL, but I call on the C and A line.

Once my TA has the booking, the TA handles any communication with RCL.

Edited March 18, 2014 by traveler/

[travelplus]

There should be an option to have Royal Caribbean call you back when its your turn. I have used this with other companies and it has really saved me time as I can be doing other things until they return my call. If its going to be X amount of time then it would be nice to specify a good time for them to call you back.

[jessicalorene]

Waited an hour - got through, was told the computers were down and they couldn't help me for at least 45 minutes. UGH :mad:

[Oppalopa]

Service has been poor well before the kids sail free program. I waited on hold for 3+ hours in December. (after several other calls waiting 2+ hours before I had to hang up).

 

Any call center is going to know what their call volume and wait times are, and they know when to anticipate heavy volume. It's not a matter of being overwhelmed, it's just a matter of management not really caring to properly staff the call centers.

True

[Tyler80]

Call the C&A number or book with a travel agent and have them call Royal on your behalf.

[royalcruz]

Call the minute they open at 8 AM. You might get right through (I did). I use this same technique with all business phones that tend to be very busy.

[Donut23]

The single largest controllable corporate expense is payroll. We know Royal Caribbean has been working on cost cutting measures. It's obvious they have reduced staff. Pretty short sighted when they are now loosing guests who hang up instead of booking a cruise.

[PORT ROYAL]

I just spent about 1 hour and 45 minutes on hold waiting for an associate (brand specialist) to help with my reservation. I eventually hung up. Has anyone else experienced this lately? I feel like i can recite the hold spiel at this point!

 

Yes. My TA sook my cabin selection and went to make a booking with RCL. 40 minutes later she rang aback to say had to hold for 30minutes and when finally got through the cabin was taken. She asked for an alternate.

1 hour later call back to say that had also gone. I was agreed that my TA would get through to RCL then call me on her mobile to find out what cabins were actually available.

Booking finally made.

Also discovered that a 24 hour hold does not guarantee the held cabin with RCL.

In addition a RCL future cruise voucher can not be used on a good discounted deal.

 

Does anyone on CC know what the H*** is going on with RCL?:eek:

[mckinna]

I've posted on other threads about my prolonged wait times on 2 different occasions recently. I've never had this much trouble getting through, and it's the C&A line also. And this was before the "kids sail free" promotion, so that wasn't the reason.

 

Furthermore, I don't think I should have to farm out my vacation to a TA just to get reasonable service from RCCL.

[Yorkshire Voyagers]

Yes. My TA sook my cabin selection and went to make a booking with RCL. 40 minutes later she rang aback to say had to hold for 30minutes and when finally got through the cabin was taken. She asked for an alternate.

1 hour later call back to say that had also gone. I was agreed that my TA would get through to RCL then call me on her mobile to find out what cabins were actually available.

Booking finally made.

Also discovered that a 24 hour hold does not guarantee the held cabin with RCL.

In addition a RCL future cruise voucher can not be used on a good discounted deal.

 

Does anyone on CC know what the H*** is going on with RCL?:eek:

 

Things are now a lot different since the UK office was closed and every phone call is routed to Guatemala

[PORT ROYAL]

Things are now a lot different since the UK office was closed and every phone call is routed to Guatemala

 

I only have two good words to say about Guatemala. Zacapa XO

[mailmama]

Use a travel agent. Mine books online with Royal so doesn't even have to call! Then if I have a question, she calls me back or emails me within 15 minutes tops. I love being able to reach her if need be as she is not an Online TA. When she is gone out of town, she always emails me with a co-worker's number in case I have a problem/question. And because she is not a big online TA, she answers her phone/texts/emails, 7 days a week!!

[coasterjan]

I just spent about 1 hour and 45 minutes on hold waiting for an associate (brand specialist) to help with my reservation. I eventually hung up. Has anyone else experienced this lately? I feel like i can recite the hold spiel at this point!

 

I needed to make my final payment last week. I pretty much *had to* wait for someone to answer the phone, or else not make my payment (and PLEASE don't say I should have used a TA, as I *already* booked over the phone and that proverbial ship has sailed, so to speak).

 

I waited for 2 hours and 4 minutes for someone to pick up so I could give them my credit card number. A card number I had already given them to pay my deposit. You know, that "Wal-Mart" line that so many on this board love to bash gives you the option to have them automatically bill your final payment to the card on record - WHY can't Royal do that?! It would have saved me over 2 hours of my life (and a LOT of frustration...)

 

This is my first, and probably my *last* cruise on Royal. So far, really not impressed.

 

Janis

[Ladysilver]

I just got off the phone with them and only had to wait about 5 minutes. But yesterday I called and was on hold for about 30 minutes, so I hung up and called back today. I think it all depends on the day and also the time of day. I've also noticed it's easier to get through at dinnertime. :rolleyes:

Edited March 18, 2014 by Ladysilver

[traceyleigh15]

I had my phone sitting on counter on speaker for over an hour. Finally hung up.

 

 

Me too. Last night. And now tonight again. I just don't want to do this all over again, someone answer !!!!

 

 

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[tidygirl]

I just spent about 1 hour and 45 minutes on hold waiting for an associate (brand specialist) to help with my reservation. I eventually hung up. Has anyone else experienced this lately? I feel like i can recite the hold spiel at this point!

 

I was on hold close to that long last night was just about ready to give up when I finally got through! I'm guessing it's the sale plus the associate told me she thinks everyone is sick of winter and ready to get away!!

I also had to call last week and the lady said I could set my alarm for 3:00 AM and probably could get through then.

Edited March 19, 2014 by tidygirl

[jerseygirl74]

Monday mornings & evenings are busiest. I find afternoon (after everyone's lunchtime) has less wait time. Also, late evening isn't too bad.

 

 

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