Feeling frustrated

[sadiecat]

I called Carnival customer service yesterday to get prices on a cruise out of New Orleans on the Dream for next spring for an accessible cabin. The first representative I talked to gave me quotes for a junior suite and grand suite then told me she didn't know the square footage of either one and that these were not accessible cabins and that I would need to call back on Monday and speak with the accessibility department. Well the more I thought about it the more I thought they should be able to give me the square footage of the quoted cabins this would give me a good idea if there would be room for a scooter so I called back. I explained my previous call and this representative quoted prices different from the first representative but that I was eligible for a casino rate and she assured me the casino department or whatever you call it could quote me accessible cabin rates. Again I didn't get the square footage or the width of the doorway. Anyway she transferred me to the casino department and after explaining everything again she checked and could only give me rates for an inside cabin and that I would need to call back Monday. I don't understand.....I got the square footage myself I just find it very odd they couldn't give it to me and that I have to call back on Monday to speak with someone for a casino rate for a grand suite or a junior suite and speak to the accessibility department. Shouldn't the first line reps be able to give you this information???? Or am I just expecting too much???

[loxley]

The computer screen the people you talked to did not have that information. If you got it yourself, what is the big deal?

[Sweet Dutch Girl]

http://www.cruiseshipdeckplan.com/carnival-dream/

 

Hope this helps with your frustration.

 

Since you are on these boards I would believe you are computer literate and so this would be handier than a call.

[sadiecat]

http://www.cruiseshipdeckplan.com/carnival-dream/

 

Hope this helps with your frustration.

 

Since you are on these boards I would believe you are computer literate and so this would be handier than a call.

 

Thank you so much for this link. I can get all my questions answered. I really appreciate helpful responses.

[sadiecat]

The computer screen the people you talked to did not have that information. If you got it yourself, what is the big deal?

 

When I call customer service "service being the keyword" that is what I expect.

[evandbob]

I hear you - unfortunately the departments are so segmented that the line rep's training only covers their area.

 

We all know how Carnival reps have given different answers to the same question, so maybe they are trying to eliminate some of that. Whenever I book a casino fare, any questions I have later on can't be answered by the regular line reps. I've learned it's easier to call the casino reps direct.

 

For what it's worth, on my last casino cruise on the Glory, a couple on deck 6 had his & hers motorized scooters. They had an inside cabin just off the midship elevators that was totally accessible. I watched them move their scooters through the doorway no problem.

 

An accessible room will also have an accessible bathroom and shower, not sure if the suites do.

 

Good luck in finding your best cabin. There are some here on CC that probably have more knowledge than the average rep answering Carnival's phone line. Not a lot, but that does tell you something, no?

[Need2Bcruzin]

If you have anything other than a standard question, it's best not to call Carnival on weekends....

[kgb46]

You need to call and ask for the special needs department. They will help you and will also give you the casino rate. Even if you use a PVP or TA they will still have to contact special needs to see if an accessible cabin is available for your date. Remember that there are differences in accessible and modified cabins. Both are typically larger then the same category of cabin but typically the entry door is the difference in width. Also the special needs will have you give them measurements of your scooter/wheelchair to make sure it will fit in the cabin. On the Dream, if you are looking for a suite, the only Ocean Suite is cabin 7270. They tend to be booked early so you might not have luck if looking for this year. I use cruise deck plans dot com and they charge a small fee to use their site but have found it to be worth the cost to view the pictures and deck plans when choosing a cabin. Hope this helps.

[kgb46]

BTW, special needs are only available Monday to Friday.

[mrb1963]

This is where a good travel agent would come in handy for you.

[PAPERBKWRITER]

Get a Carnival PVP and your needs will be handled in a hassle free way.

[vwrestler171]

Why do you expect the regular representatives to know what the rate would be with the casino rate? The casino is a completely separate entity.

[loxley]

BTW, special needs are only available Monday to Friday.

So, why aren't they available on the weekend? That is when the op wants to talk.

[loxley]

This is where a good travel agent would come in handy for you.

Available on the weekend?

[Rh2458]

So, why aren't they available on the weekend? That is when the op wants to talk.

 

There are plenty of companies and/or departments of companies that only have regular business hours that don't include the weekend. Why is that surprising?

[crooooze]

I agree with the OP frustration. When you're trying to get information for a new booking, the customer service call center should be able to answer the questions that were asked without being bounced to 3 different departments. What value is an 800 number that just takes orders and your credit card number?

 

I don't think the rates or basic accessibility questions were far-fetched or obscure. And if the information is published on their website, they should be able to provide the same on the phone.

 

It's all about expectations of good customer service.

[Micahs Grandad]

So, why aren't they available on the weekend? That is when the op wants to talk.

 

Seriously? You really expect all dept's to be up and running 7 days a week?

[Micahs Grandad]

Get a Carnival PVP and your needs will be handled in a hassle free way.

 

Very true they are able to go where they need to in order to answer all questions.

[Need2Bcruzin]

Available on the weekend?

 

Yes, mine is available 365 days of the week, almost 24/7 (sometimes she needs to sleep ;))

[sadiecat]

Just thought I would give an update. I called Carnival back on Monday on the main number the representative assured me she could help me. She told me there were no ocean view accessible cabins available but she could put me in an inside that would be big enough. Big red flag.....I was polite and asked her to transfer me to special needs. She offered to put me on hold and call them. I explained to her that they would probably have cabins available. Guess what???? There were cabins available. I managed to get what I wanted to book and now I am happy. I was just frustrated that I couldn't do any business with them on the weekend which I still feel they should be full service even on weekends. I now know to be very careful when speaking with first line phone reps.

[cruizinisthebest]

Certain departments are not open 24/7 and/or close @ 5pm. Yes it can be frustrating. I find Carnival's reps to be very nice BUT not always capable of doing what you need, which to you may seem simplistic. Last week I spent two hours and 3 phone calls adding two passengers to a booking and switching cabins. I couldn't believe how long it took. I usually deal with a TA and let them sit on the phone or whatever needs to be done. That call confirms why. Plenty of websites have stateroom dimensions listed. Next time, go online first. Save yourself some aggravation.

Edited July 12, 2016 by cruizinisthebest

[sfaaa]

When I call customer service "service being the keyword" that is what I expect.

 

Apart from the day-to-day common questions, customer service does not equate to a walking encyclopaedia or know-it-all answering service especially on weekend. That's why there is a place called Goggle for self help if you don't want to wait till Monday.