No more RCCL :( Looking for a cruise line that cares about customer service!

[st5310]

It stinks, but it does happen. It happened to me when Carnival Valor was suddenly repositioned. We had booked airfare to San Juan for the cruise and Carnival tried to work with us but we were just not interested in any of the other cruises they had that week (and none were out of San Juan), so we got a refund and 25% off a future cruise. Since the airfare was booked, we booked Adventure of the Seas instead since they were cruising basically the same ports and on the same days that the Valor was doing. We ended up having a great time--and are back on Royal Caribbean this time, too! Maybe check and see what other ships are sailing the day your cancelled cruise was scheduled?

 

Nice! Perfectly good example of turning lemons into lemonade. This is great advice.

[Rogueperson]

It's too bad, but Princess is not immune either - you might read this article on charters here on CC that starts with:

 

All the arrangements for Daniella Carlesimo's wedding at sea -- from printed invitations to the travel plans of guests -- were in place. Until Princess Cruises notified her that Caribbean Princess had been chartered and she'd have to make new arrangements. The invitations had to be reprinted, travel plans shuffled and the wedding bands -- already been engraved with the date of the wedding -- redone.

Carlesimo, not to mention her fellow passengers on Caribbean Princess, had been bumped.

 

https://www.cruisecritic.com/articles.cfm?ID=340

 

My original wedding cruise was booked on NCL. They bumped me not because of a charter, but because they decided to drydock the ship. They gave me $50.00 bucks for my troubles after I had invitations sent and about 5 bookings already. Fortunately, it was over a year away, so I could revamp my plans. Got married on Carnival instead.

[xxHadleyxx]

I know you want to stay in the RCCL price point but if you can swing it try Disney Cruise Line! They have AMAZING customer service and really value your feed back and try to do everything they can to make you happy! Even if you don’t have kids it’s awesome for adults only!

But they've also cancelled cruises for charters. That's the line that cancelled me. There were exactly two other dates offered to move to. No flexibility working with price for those who could not make one of the two.

 

 

I like DCL, though I don't personally think they are worth their current pricing, but OP should realize they are not immune from cancelling and offering very few alternatives

[xpcdoojk]

Yes I agree. DCLis great for adults.

 

On the subject of charters, no cruise line should schedule charters once they have posted new itineraries.

 

All charters should be scheduled 18 months in advance. Large companies or groups who want charters need to plan better. And ships that are not filling up fast enough need to have a promo or sale for posted itineraries. Industry as a whole is getting mean. Best to hold off paying for airfare too soon.

 

So, here is how this works, it is called capitalism, try it you might be surprised and like it. So lets say a sailing at a particular week is X $ revenue for the ship, someone calls you and says we will pay you 3 x X $, but we are not good at planning and we only book 5months out. If you are the owner of the company would you say... um... all my competitors would take this charter, but I love my early bookers, and I am only 30% full. I am going to be super awesome and not take the charter but I will I am sure, make up the extra 270% in the next 5 months. Or will you be a good fiduciary manager and take the charter.

 

All of the cruise lines do the later. Soon your ships will be consumed by your competitors at pennies on the dollar.... loser.

 

JC

[leisuretraveler223]

What ever happened to Customer Service? I was such a fan of Royal Caribbean, but WOW have they disappointed me! They have treated us horribly and have shown such a complete and utter lack of customer service in the matter that I never want to cruise with them again! Long story short, they cancelled our cruise in order to charter the boat so they could “make a lot more money” (as I was told by the first Customer Service representative...embarrassing!) and are making zero effort to help remedy the situation (I was basically given scripted responses, and told that I was welcome to pick another date or another ship/port where I could pay more money!). In my frustration I told them I didn't want to do business with a company who cared to little about their customers, and asked about how I could look into cancelling anything else I had planned, and they cancelled ANOTHER cruise I had booked two cabins on without consent/confirmation, and now want more money to re-book! I cannot believe they would rather lose a customer than actually help address my concerns, but here we are. Anyway…can you tell me who I can cruise with that actually cares about customer service? I want us/our friends (who all now have to find a new cruise) to have a great experience! They were already very nervous at the idea of cruising (even though I know they are going to love it!). This will be a first cruise for them, and we were able to calm their fears by showing them video/pics from previous cruises,and answering questions they’ve had based on our previous cruises…but since we only know RCCL, I am not sure how to prepare them for whatever we find as a replacement. Please help me find something we will all love! This situation has not only made me sad and angry at Royal Caribbean, but it has soured our friends’ opinion of cruising altogether, and they are now very nervous to book anything :( Help me change their minds!

 

 

It's a ship, not a boat. But don't worry. Even if you got that right, this would still have sounded like a pathetic whiney diatribe....

[kuddles14]

I currently have a b2b booked and the first leg is in “code red”’or “in inventory “ depending on whom you talk to. This isn’t the first time this has happened and I’m sure won’t be the last . But companies are in it for profit. Not charity. Yes it will be a little frustrating to rebook if it’s chartered but wi t be the end of the world . Just have to deal with it.

 

 

Sent from my iPhone using Forums

[ldubs]

It's a ship, not a boat. But don't worry. Even if you got that right, this would still have sounded like a pathetic whiney diatribe....

 

 

Golly gee whiz, I sure hope this made you feel good.

[SRF]

I guess I'm just surprised if they're going to cancel someone's vacation they wouldn't offer them anything comprable. They offered nothing during the same time frame, same port, or same ship. Unfortunately due to extenuating circumstances regarding these friends and this trip I don't have the luxury of choosing another time, or port (and didn't like any of the ship options, but could have gotten over that if the time/location aligned).

 

And honestly as I said previously my main frustration lies with the way they handled it. If they can't help me they can't help me but there's a better way to go about it then just "sorry about your luck...don't let the door hit you on the way out." I'm a business owner, and I guess I value new customers and previous customer loyalty more than this. All businesses are there to make money, but customers make it possible.

 

quote=ONECRUISER;56182808]Sorry happened to you but nothing new. With cruise lines Charters happen. They then give you a very limited selection of other cruises at same rate. Unfortunately if want anything different you will have to pay the going rate. Good Luck, hope you find a new vacation....

 

Same ship in the same time frame? How are they supposed to do this? Clone the ship?????

 

Same port in the same time frame? You don't say which port. Many ports only have one ship sailing out it. So again, how to do this?

 

You tell them you want to cancel everything you have booked, then complain when they do so.

 

You don't mention how far out these cruises are.

 

Bottom line, cruise lines are BUSINESSES. And as such, are in the business to make money. And RCI is pretty much making every sailing with over 100% occupancy, so what they are doing IS working.

 

But yes, go look at regent Seven Seas, or any of the more luxury cruise lines. But I suggest you sit down before checking prices.

 

You want a 5 star experience at 2 - 3 star prices.

[broberts]

Apparently us peons need to learn to pay our money and quietly accept whatever crumbs the cruise line deigns to offer.

 

The lessons of unfettered capitalism 100 or so years ago seem to have been forgotten by many.

[xpcdoojk]

Apparently us peons need to learn to pay our money and quietly accept whatever crumbs the cruise line deigns to offer.

 

The lessons of unfettered capitalism 100 or so years ago seem to have been forgotten by many.

I would give my left n*t to have something close to unfettered capitalism. Instead we are stuck with over regulated socialism, and a government so in debt that a financial crisis is our ultimate destiny.

 

JC

[rukkian]

Yes I agree. DCLis great for adults.

 

On the subject of charters, no cruise line should schedule charters once they have posted new itineraries.

 

All charters should be scheduled 18 months in advance. Large companies or groups who want charters need to plan better. And ships that are not filling up fast enough need to have a promo or sale for posted itineraries. Industry as a whole is getting mean. Best to hold off paying for airfare too soon.

 

In theory that sounds good, but I know many people that would not even think about booking a cruise 18mos in advance, so you really can't expect charters to know how much of the ship to charter that far out. It would be an absolute crap shoot, and put allot of risk on the chartering organization.

[setsail]

Apparently us peons need to learn to pay our money and quietly accept whatever crumbs the cruise line deigns to offer.

 

The lessons of unfettered capitalism 100 or so years ago seem to have been forgotten by many.

 

They got a full refund:rolleyes: what they did not get was an ego massage, so they come to CC to open up that can of drama.

[broberts]

They got a full refund:rolleyes: what they did not get was an ego massage, so they come to CC to open up that can of drama.

 

Did they get interest on the monies held by the cruise line?

 

Did they get compensation for other costs incurred in preparation for the cruise, including time spent researching the cruise, placing the booking, handling the cancellation?

 

One might also wonder about compensation for pain and suffering surrounding the sudden and unwanted alteration of plans. :loudcry:Impact on work vacation requests, etc. But I do think we have to accept a certain amount of that as the human condition.

[coops]

Thank you! I truly appreciate your comments and your understanding. And this does seem like it can be a tough crowd :)

As for RC, I've never been nasty with them, and I do understand that these customer service representatives are only doing the job to the best of their ability and within the scope of what they were allowed to do. I did try to escalate, I actually sent a letter and asked for someone in a supervisory role, but I just get more of the same. We actually do already have airfare and a back -end trip that will now cause Transportation issues if we decide to take one of their alternate options. I'm just very frustrated and honestly sad because I've had many great experiences with them and always thought they had great customer service, but it just hasn't been handled right from beginning. I have never asked for anything or expected anything crazy, just an option that will work and for someone to actually listen to my concerns.

 

I would love to try Disney sometime! I just don't know anything about their ships and what they have to offer since it would be new, and am concerned about cost for this particular trip. I wouldn't worry so much about my husband and myself ( despite this current frustrating situation were generally easy to please and have never had complaints before even though we've had little mishaps on different ships, I understand things happen and nothing is ever perfect. I don't expect perfection!) but our friends are apprehensive as it is and I really want them to have a great experience and to love cruising as much as we do! This was going to be their first real vacation together EVER in their 18 year relationship :( They have stressful and demanding jobs with limited time off that they must request 6 months in advance... So this week was their only option. Of course they left everything up to us to plan, and now we feel bad. It's just a mess.

 

 

 

Just a heads up, if you like casinos I heard Disney doesn't have them on the ships. If this is not true someone will respond . That was important factor for my husband and I . Hope it works out for you in the end.

[storknurse13]

Disney Cruiseline does not have casinos on their ships! And smoking is only allowed in 1 area outside on the ship.

[Oceansaway17]

Would you book a cruise not knowing where it's going?

 

Bill

 

 

Your reply makes no sense. Charters would have an itinerary since no ship can cruise to No Where Large groups do plan in advance and if they would have an 18 month policy, then RCI and other cruise lines would not have to cancel to accommodate a charter which is usually companies.

Me thinks too many ships and some not filling up very well.

[Oceansaway17]

What ever happened to Customer Service? I was such a fan of Royal Caribbean, but WOW have they disappointed me! They have treated us horribly and have shown such a complete and utter lack of customer service in the matter that I never want to cruise with them again! Long story short, they cancelled our cruise in order to charter the boat so they could “make a lot more money” (as I was told by the first Customer Service representative...embarrassing!) and are making zero effort to help remedy the situation (I was basically given scripted responses, and told that I was welcome to pick another date or another ship/port where I could pay more money!). In my frustration I told them I didn't want to do business with a company who cared to little about their customers, and asked about how I could look into cancelling anything else I had planned, and they cancelled ANOTHER cruise I had booked two cabins on without consent/confirmation, and now want more money to re-book! I cannot believe they would rather lose a customer than actually help address my concerns, but here we are. Anyway…can you tell me who I can cruise with that actually cares about customer service? I want us/our friends (who all now have to find a new cruise) to have a great experience! They were already very nervous at the idea of cruising (even though I know they are going to love it!). This will be a first cruise for them, and we were able to calm their fears by showing them video/pics from previous cruises,and answering questions they’ve had based on our previous cruises…but since we only know RCCL, I am not sure how to prepare them for whatever we find as a replacement. Please help me find something we will all love! This situation has not only made me sad and angry at Royal Caribbean, but it has soured our friends’ opinion of cruising altogether, and they are now very nervous to book anything :( Help me change their minds!

 

NCL and Disney will treat you much better. Princess too. I feel your pain and I think charters should be done way in advance. One itineraries are posted, they should be honored. Must be some large rich company that can shake up a whole ship and boot folks off.

 

Also I find RCI customer service to be hard to understand ( many have accents ) and all they do is apologize all the time. Me thinks many of them are overworked and even annoyed with the company for all the issues with websites and now this chartering thing. They definitely have a different tone and style than other cruise lines.

 

Also Cunard will treat you right as well. Good luck. Then again Globus bus tours are great as well.

[Snit13]

Don't count on Princess. We were booked on Star Princess TA a few years back. About 3 weeks prior to our TA/Baltic b2b the Star Princess had a fire that took out about 150 cabins. Princess gave us 24 hours to decide how we were going to get to Denmark to meet Star after she was repaired following the fire....which was no way our fault. Things happen and charters do get booked by all cruise lines and ships do have issues which impact their sailings. Same happens with airlines, planes have mechanical issues and flights get cancelled impacting people's travel plans. Got to go with the flow.

 

OP, maybe I missed a post in reading all 5 pages today. I never did see what port you were planning to sail from nor did I ever see the date of the subject cruise. CC members are much more helpful and most often offer excellent advice if posters supply pertinent facts to accompany their stories.

 

Maybe you should just plan a land all inclusive resort vacataion with your friends. Good Luck with whatever you finally decide.

[xpcdoojk]

Don't count on Princess. We were booked on Star Princess TA a few years back. About 3 weeks prior to our TA/Baltic b2b the Star Princess had a fire that took out about 150 cabins. Princess gave us 24 hours to decide how we were going to get to Denmark to meet Star after she was repaired following the fire....which was no way our fault. Things happen and charters do get booked by all cruise lines and ships do have issues which impact their sailings. Same happens with airlines, planes have mechanical issues and flights get cancelled impacting people's travel plans. Got to go with the flow.

 

OP, maybe I missed a post in reading all 5 pages today. I never did see what port you were planning to sail from nor did I ever see the date of the subject cruise. CC members are much more helpful and most often offer excellent advice if posters supply pertinent facts to accompany their stories.

 

Maybe you should just plan a land all inclusive resort vacataion with your friends. Good Luck with whatever you finally decide.

Hurricanes mess those up really bad sometimes.

 

The simple fact is nothing is guaranteed ever.

 

JC

[S.S.Oceanlover]

Your reply makes no sense. Charters would have an itinerary since no ship can cruise to No Where Large groups do plan in advance and if they would have an 18 month policy, then RCI and other cruise lines would not have to cancel to accommodate a charter which is usually companies.

Me thinks too many ships and some not filling up very well.

 

Maybe I'm misinterpreting what you are trying to convey here.

 

No charters would be allowed after itineraries are posted under your proposed plan.

 

My confusion is how would the ship get chartered before the itineraries are posted? How would a company wanting to charter a ship know where it's going if itineraries aren't posted?

 

 

Bill