So_Tweetie Posted July 8, 2018 #1 Share Posted July 8, 2018 I've been having issues with the Royal Caribbean cruise planner website and trying to access my booking by entering the 7 digit reservation number. The website would respond by either asking for a 9 digit reservation number or by saying, "There Was An Error Connecting To The Server. Please Call To Make A Payment On Your Booking." I reached out to RCI about this via social media on June 15th and they told me the site was undergoing routine maintenance so to call and make payment. I'm not comfortable giving my CC# over the phone, so I tried to wait out the maintenance. I was still getting the same errors today, so I contacted them again. Finally, after they attempted to access the booking on their end and were able to, they explained that I should be using Google Chrome. I'm on a Mac Book so my default browser is Safari. This was a VERY simple solution, so I wanted to share it here and hopefully save the trouble for anyone else who encounters it. I don't know why their very first suggestion wasn't telling me to try Chrome, I am surely not the first person who encountered the issue. Link to comment Share on other sites More sharing options...
Clarea Posted July 8, 2018 #2 Share Posted July 8, 2018 This is funny, we've had reports of customer support people telling others with problems to stop using Chrome. Link to comment Share on other sites More sharing options...
Megtheblackbelt Posted July 9, 2018 #3 Share Posted July 9, 2018 But! On the other hand - if someone attempts to do this in Chrome and it does not work, this can happen too. ...Speaking from experience of having tried accessing the Cruise Planner/other various logged in RC websites and not being able to access across multiple browsers. Gotta love RC's user experience team and whoever does their SSO work. :) Link to comment Share on other sites More sharing options...
CaroleSS Posted July 9, 2018 #4 Share Posted July 9, 2018 I too am having trouble accessing my Cruise Planner and online check-in. It can’t be ‘routine maintenance’ since this has been going on for 2 days now. I called and after being on hold for 30 minutes, the representative said she logged in ‘just fine’ and it suddenly worked. I looked a a price and sent an email to a friend. When I came back to my reservation, I was not able to get in again. I’ve logged out and back in, cleared my cache and still am not able to access anything related to my reservation. Link to comment Share on other sites More sharing options...
reallyhooked Posted July 9, 2018 #5 Share Posted July 9, 2018 I had to call to make final payment. Rep stayed online to make sure I got confirmation email before ending call. Link to comment Share on other sites More sharing options...
Megtheblackbelt Posted July 9, 2018 #6 Share Posted July 9, 2018 I too am having trouble accessing my Cruise Planner and online check-in. It can’t be ‘routine maintenance’ since this has been going on for 2 days now. I called and after being on hold for 30 minutes, the representative said she logged in ‘just fine’ and it suddenly worked. I looked a a price and sent an email to a friend. When I came back to my reservation, I was not able to get in again. I’ve logged out and back in, cleared my cache and still am not able to access anything related to my reservation. It's nothing you're doing wrong! Promise. When you go to https://www.royalcaribbean.com/cruiseplanner and login, it should - theoretically, if the user experience were what it is supposed to be - take you to your cruise planner. But when you try to login to aforementioned link, you get re-routed to https://www.royalcaribbean.com/account/, which then asks that you click on "Cruise Planner". Again, if things were working right (and by things I mean single sign-on), you would click on "Cruise Planner" and be directed right to your Cruise Planner (because you already put in your account information). Alas, RC must have one terrible user-experience team...because none of this happens, and all of us are left frustrated and contemplating our lives. Link to comment Share on other sites More sharing options...
CaroleSS Posted July 9, 2018 #7 Share Posted July 9, 2018 Thankfully the onboard experience is better than the ‘land based’ experience! ;p Maybe next time I will put my finger in the other ear before pressing <enter>!! Link to comment Share on other sites More sharing options...
Merion_Mom Posted July 9, 2018 #8 Share Posted July 9, 2018 I've been having issues with the Royal Caribbean cruise planner website and trying to access my booking by entering the 7 digit reservation number. The website would respond by either asking for a 9 digit reservation number or by saying, "There Was An Error Connecting To The Server. Please Call To Make A Payment On Your Booking." I reached out to RCI about this via social media on June 15th and they told me the site was undergoing routine maintenance so to call and make payment. I'm not comfortable giving my CC# over the phone, so I tried to wait out the maintenance. I was still getting the same errors today, so I contacted them again. Finally, after they attempted to access the booking on their end and were able to, they explained that I should be using Google Chrome. I'm on a Mac Book so my default browser is Safari. This was a VERY simple solution, so I wanted to share it here and hopefully save the trouble for anyone else who encounters it. I don't know why their very first suggestion wasn't telling me to try Chrome, I am surely not the first person who encountered the issue. I am amused that you think entering your credit card number on a website (any website, but particularly one you already recognize as deficient) is somehow more secure than dictating the numbers to a person on the phone. Link to comment Share on other sites More sharing options...
mets123 Posted July 9, 2018 #9 Share Posted July 9, 2018 As many people that you talk to will get that many different answers. The truth is their website is crap! Link to comment Share on other sites More sharing options...
critterchick Posted July 9, 2018 #10 Share Posted July 9, 2018 I can't do the online check in using Chrome. I get all the way to the payment section and can't authorize the credit card. Firefox seems to work reliably. Link to comment Share on other sites More sharing options...
So_Tweetie Posted July 9, 2018 Author #11 Share Posted July 9, 2018 Based on all the replies it sounds like I better be prepared for the issue to repeat itself even if I'm on Chrome next time. I don't know anything about user interfaces but would think this shouldn't be all that complicated to remedy. I am amused that you think entering your credit card number on a website (any website, but particularly one you already recognize as deficient) is somehow more secure than dictating the numbers to a person on the phone. Thanks for sharing your opinion, I'm always happy to amuse people. Link to comment Share on other sites More sharing options...
So_Tweetie Posted July 9, 2018 Author #12 Share Posted July 9, 2018 It's nothing you're doing wrong! Promise. When you go to https://www.royalcaribbean.com/cruiseplanner and login, it should - theoretically, if the user experience were what it is supposed to be - take you to your cruise planner. But when you try to login to aforementioned link, you get re-routed to https://www.royalcaribbean.com/account/, which then asks that you click on "Cruise Planner". Again, if things were working right (and by things I mean single sign-on), you would click on "Cruise Planner" and be directed right to your Cruise Planner (because you already put in your account information). Alas, RC must have one terrible user-experience team...because none of this happens, and all of us are left frustrated and contemplating our lives. I know it's not funny in the moment but the way you said this had me ROFL :') Link to comment Share on other sites More sharing options...
cantwait2cruise926 Posted July 9, 2018 #13 Share Posted July 9, 2018 I was trying to add my credit card for my expense account and it won't let me. I'm using Chrome :( Link to comment Share on other sites More sharing options...
Clarea Posted July 9, 2018 #14 Share Posted July 9, 2018 I was trying to add my credit card for my expense account and it won't let me. I'm using Chrome :( It will take them 10 seconds to do that at check-in. Link to comment Share on other sites More sharing options...
S.S.Oceanlover Posted July 9, 2018 #15 Share Posted July 9, 2018 I am amused that you think entering your credit card number on a website (any website, but particularly one you already recognize as deficient) is somehow more secure than dictating the numbers to a person on the phone. I agree with you. Even if the website was up to snuff (that'll never happen) I'd be more comfortable doing it over the phone than inputting online. Bill Link to comment Share on other sites More sharing options...
njkruzer Posted July 9, 2018 #16 Share Posted July 9, 2018 Was in Chrome for checkin and it wouldn't let me enter cc info. Logged out and then came back in through Internet Explorer and got it to work. No explaining what is going to work. Link to comment Share on other sites More sharing options...
cantwait2cruise926 Posted July 9, 2018 #17 Share Posted July 9, 2018 I got mine to work using Firefox Link to comment Share on other sites More sharing options...
So_Tweetie Posted July 9, 2018 Author #18 Share Posted July 9, 2018 I agree with you. Even if the website was up to snuff (that'll never happen) I'd be more comfortable doing it over the phone than inputting online. Bill My payment info is saved to my computer for Apple Pay, so I just put in one number and it enters the rest for me. To each his own. Link to comment Share on other sites More sharing options...
S.S.Oceanlover Posted July 9, 2018 #19 Share Posted July 9, 2018 My payment info is saved to my computer for Apple Pay, so I just put in one number and it enters the rest for me. To each his own. choice is great.:) While I agree with you about ease I find the security factor gives me angst. Bill Link to comment Share on other sites More sharing options...
Rare little britain Posted November 12, 2018 #20 Share Posted November 12, 2018 Several months later and this is still an issue!!! Get the error n Chrome but looks like I can do it on Edge. Link to comment Share on other sites More sharing options...
Rare island lady Posted November 12, 2018 #21 Share Posted November 12, 2018 I had no problems on the new web site paying off the first three cruises for this season, then ran into the "error" problem trying to pay off the fourth cruise. Tried for three days, finally gave up and called CS to pay off with them over the phone. No big deal. Link to comment Share on other sites More sharing options...
lljun Posted November 12, 2018 #22 Share Posted November 12, 2018 Grrrrr… so frustrating. I've made final payment and just want to start check-in for a January 2019 cruise. I get a message saying: "Check-in paused Access to reservation *********** is temporarily unavailable, so check in other guests or try again later." It's said this for days... 😭 Link to comment Share on other sites More sharing options...
monkeyinhat Posted November 13, 2018 #23 Share Posted November 13, 2018 (edited) I was told not to only use Firefox. Their site is the most unfriendly/screwed up I use Edited November 13, 2018 by monkeyinhat Link to comment Share on other sites More sharing options...
Rare little britain Posted November 13, 2018 #24 Share Posted November 13, 2018 23 hours ago, little britain said: Several months later and this is still an issue!!! Get the error n Chrome but looks like I can do it on Edge. I spoke too soon......Where as in Chrome I cannot even get into the payment screen; in Edge I get as far as adding card details to pay off a chunk then I get..."Error retrieving Booking Data.Please try again".Error Error retrieving booking data, please try again Link to comment Share on other sites More sharing options...
mishelly76 Posted November 13, 2018 #25 Share Posted November 13, 2018 (edited) 1 hour ago, little britain said: I spoke too soon......Where as in Chrome I cannot even get into the payment screen; in Edge I get as far as adding card details to pay off a chunk then I get..."Error retrieving Booking Data.Please try again".Error Error retrieving booking data, please try again I'm getting that same error in Explorer, Chrome and Safari won't even let me into the reservation. I'm not about to download 10 different browsers just to make final payment on a cruise. Guess I'll be calling them this evening. 🙄 Edited November 13, 2018 by mishelly76 Link to comment Share on other sites More sharing options...
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