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Resolution dept.

boogybaby

By boogybaby,
in Royal Caribbean International

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leaveitallbehind

leaveitallbehind

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Posted (edited)
Hi does anyone know if there is an email address for the resolution dept.

Thank you

 

Not that I am aware of but if you call RCI and ask to be transferred to the resolutions department you can talk to someone about your concern. I realize this may require a toll call from the UK but this may be a more effective way to have it resolved. They can then follow up with you in writing via email confirming your discussion. This was how we handled a minor issue we had a few years back.

Edited by leaveitallbehind
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boogybaby

boogybaby

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Try this person she was my point of contact when Art at Sea went bust.

 

Joanne Smith

Customer Relations Executive

Royal Caribbean International

Tel: 01932 834 330

Fax: 01932 820 603

Email: custserv.uk@rccl.com

 

She gave all the details of contact on Miami.

 

Hope it helps

 

Thanks I will try this email if we don't get an answer tomorrow

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Lunarclipse

Lunarclipse

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Hi does anyone know if there is an email address for the resolution dept.

Thank you

 

The answer is no. If anyone has email addresses/phone numbers for Resolution Reservation Specialists or simply Resolutions you should not share them. Attempting to contact them directly actually hurts hold times for others. When you call RCI you will generally be connected to an Individual Reservations agent. Calling and demanding a supervisor or resolutions from an agents perspective is rude and a waste of our time. If you have an issue call and explain what the situation is and allow the agent to research your issue. If they cannot resolve your issue they will contact that very same department for you. There are about 20+ agents per 1 resolutions agents. If resolutions is constantly tied up with everyone thinking that's the only way to get results you will feel it with 10, 20, 30+ minutes of hold time just to get them connected.

 

Everything that happens on a reservation is automatically documented in what we call the service history and its intimidating to sort through sometimes. Imagine a 1980's computer screen with tons of information thrown in it and you have the service history on a good day. Be patient and courteous to agents who want to assist you and more often than not they can find the solution with out having to get resolutions involved.

 

Food for thought. Imagine how agents feel when we have to say no to uphold policy only to have someone else say yes. Now that expectation has been set that each time you have an issue resolutions can and will make an exception for you. Then you share it here on cruisecritic and now a swarm of people wanting exceptions to similar but different situations want want want and want.

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Guest maddycat

Guest maddycat

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The answer is no. If anyone has email addresses/phone numbers for Resolution Reservation Specialists or simply Resolutions you should not share them. Attempting to contact them directly actually hurts hold times for others. When you call RCI you will generally be connected to an Individual Reservations agent. Calling and demanding a supervisor or resolutions from an agents perspective is rude and a waste of our time. If you have an issue call and explain what the situation is and allow the agent to research your issue. If they cannot resolve your issue they will contact that very same department for you. There are about 20+ agents per 1 resolutions agents. If resolutions is constantly tied up with everyone thinking that's the only way to get results you will feel it with 10, 20, 30+ minutes of hold time just to get them connected.

 

Everything that happens on a reservation is automatically documented in what we call the service history and its intimidating to sort through sometimes. Imagine a 1980's computer screen with tons of information thrown in it and you have the service history on a good day. Be patient and courteous to agents who want to assist you and more often than not they can find the solution with out having to get resolutions involved.

 

Food for thought. Imagine how agents feel when we have to say no to uphold policy only to have someone else say yes. Now that expectation has been set that each time you have an issue resolutions can and will make an exception for you. Then you share it here on cruisecritic and now a swarm of people wanting exceptions to similar but different situations want want want and want.

 

Am I correct in assuming that you are a RCI customer service rep. (Individual Reservations agent)?

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boogybaby

boogybaby

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OP: may I ask, what issue you're having. Maybe someone can offer some advice.

 

Yes it is regarding the wine package, the advertised price is £177 but when we go to pay the price goes up by £50. It's been like this for over a month.we will continue to pursue this, just wanted to know if we could email resolutions if necessary I don't want to phone because I know how busy they are.

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CRUISEBOY305

CRUISEBOY305

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Yes it is regarding the wine package, the advertised price is £177 but when we go to pay the price goes up by £50. It's been like this for over a month.we will continue to pursue this, just wanted to know if we could email resolutions if necessary I don't want to phone because I know how busy they are.

 

Ok. That's something you can contact a RC representative with and if they need they will have resolutions take care of it for you.

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setsail

setsail

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Posted
The answer is no. If anyone has email addresses/phone numbers for Resolution Reservation Specialists or simply Resolutions you should not share them. Attempting to contact them directly actually hurts hold times for others. When you call RCI you will generally be connected to an Individual Reservations agent. Calling and demanding a supervisor or resolutions from an agents perspective is rude and a waste of our time. If you have an issue call and explain what the situation is and allow the agent to research your issue. If they cannot resolve your issue they will contact that very same department for you. There are about 20+ agents per 1 resolutions agents. If resolutions is constantly tied up with everyone thinking that's the only way to get results you will feel it with 10, 20, 30+ minutes of hold time just to get them connected.

 

Everything that happens on a reservation is automatically documented in what we call the service history and its intimidating to sort through sometimes. Imagine a 1980's computer screen with tons of information thrown in it and you have the service history on a good day. Be patient and courteous to agents who want to assist you and more often than not they can find the solution with out having to get resolutions involved.

 

Food for thought. Imagine how agents feel when we have to say no to uphold policy only to have someone else say yes. Now that expectation has been set that each time you have an issue resolutions can and will make an exception for you. Then you share it here on cruisecritic and now a swarm of people wanting exceptions to similar but different situations want want want and want.

 

Homerun

 

Thanks for posting, have always found rci's reps to be very nice and easy to deal with

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beej

beej

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I talked to Resolutions yesterday about the same thing. They did raise the prices in August. Supposedly flyers went out, but I never get emails and never saw a flyer. They lowered the price on some ships and pkgs, but didn't have gratuities included. When you add them, the price is up. On other ships they are different prices. Very confusing, but it is done. The suggestion was to book on board and see if they have coupons for them. The woman I spoke to was very nice, but the pricing is what it is.

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vacation_junkie

vacation_junkie

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I talked to Resolutions yesterday about the same thing. They did raise the prices in August. Supposedly flyers went out, but I never get emails and never saw a flyer. They lowered the price on some ships and pkgs, but didn't have gratuities included. When you add them, the price is up. On other ships they are different prices. Very confusing, but it is done. The suggestion was to book on board and see if they have coupons for them. The woman I spoke to was very nice, but the pricing is what it is.

 

I put the Royal replenish package in a cart for the 3 of us at about 11pm the one night. I didn't have my credit card with me upstairs to finish checking out. I went back online the next day at 7am. There was a little warning in red that said pricing has changed. It was no longer $20 inclusive per day. UGH! Its now going to cost us $20 more per person for the packages because it now doesn't include the gratuities..

 

Waiting 8 hours cost me an additional $60 (Canadian). if I would have known about the increase I would have gotten out of bed and grabbed my credit card!!

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SilkySal

SilkySal

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Posted (edited)
I have worked in every department at RCI. I started in individual reservations.

 

I have always been well-served by the RCI reps and would like to know how one goes about applying for an entry level position with RCI. I am retired and always cruise with RCI, and would enjoy representing them and helping a lot of cruisers out there!! Thanks for any info and advice you can offer!!

 

Email me at tnskuhn@gmail.com!!

Edited by SilkySal
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reallyitsmema

reallyitsmema

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The answer is no. If anyone has email addresses/phone numbers for Resolution Reservation Specialists or simply Resolutions you should not share them. Attempting to contact them directly actually hurts hold times for others. When you call RCI you will generally be connected to an Individual Reservations agent. Calling and demanding a supervisor or resolutions from an agents perspective is rude and a waste of our time. If you have an issue call and explain what the situation is and allow the agent to research your issue. If they cannot resolve your issue they will contact that very same department for you. There are about 20+ agents per 1 resolutions agents. If resolutions is constantly tied up with everyone thinking that's the only way to get results you will feel it with 10, 20, 30+ minutes of hold time just to get them connected.

 

Everything that happens on a reservation is automatically documented in what we call the service history and its intimidating to sort through sometimes. Imagine a 1980's computer screen with tons of information thrown in it and you have the service history on a good day. Be patient and courteous to agents who want to assist you and more often than not they can find the solution with out having to get resolutions involved.

 

Food for thought. Imagine how agents feel when we have to say no to uphold policy only to have someone else say yes. Now that expectation has been set that each time you have an issue resolutions can and will make an exception for you. Then you share it here on cruisecritic and now a swarm of people wanting exceptions to similar but different situations want want want and want.

 

If you are trying to get information on an ongoing problem with a reservation, it is not rude to ask to speak to resolutions if that is the department that is handling the problem. It is very frustrating to have to explain the issue all over again to a new rep who then answers that you need to talk to resolutions to have the issue fixed.

 

As far as everything being automatically documented in the service history of the reservation, that doesn't happen either. We had to cancel a reservation and the incorrect refund was issued, which led to many calls to get it corrected. Multiple calls were not noted in the call history and I even had one rep complain that the system does not automatically note who has accessed the reservations which leads to no accountability.

 

As far as your "want, want, want comment", what people want is consistency and accurate information.

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