Are Royal Loyal to Customers - Of Course Not

[Perkyboy34]

This is split into 2 sections, and in no means is it a rant, it is just an honest opinion

 

First Section

 

What a business model RCCL operate, for their loyal following, they make us book a couple of years in advance ensuring they have our money well in advance

 

Gone are the days when we used to have a personal cruise consultant located in the same country as you, who became a friend keeping you up to date with the latest developments and cruise news, as well as offering you on board credit and other little perks to make your experience that little more special

 

Now we have to speak to a call centre somewhere in the world, who can hardly understand and speak your language, who are literally machines working from a script and website offering no personal experience

 

Well, having now done over 200 nights and reaching Diamond Plus, enough is enough,

 

Having realised the cruise we have booked, is now being advertised £ 900 ($1300) cheaper and including onboard wifi, would they price match our booking, of course not

 

RCCL - please take a sensible view on customer loyalty rather than profit, it has resulted in us cancelling 3 future cruises, losing you revenue of approx. $13000

 

 

 

Second Section

 

Reading about RCCL cancelling all Independence of the Seas cruises from the UK for 2020, so they can deploy back to the USA for demand of Coco Cay", revenue over heartbreak

 

Can you imagine the heartbreak RCCL have caused cancelling over 60,000 peoples cruise, they are not robots, they are human people with actual feelings who were planning dreams and special memories shattered,

 

 

[Merion_Mom]

I am sorry that you are disappointed.  Fortunately, there are other cruise lines out there.  I wish you many happy sailings.

[taglovestocruise]

22 minutes ago, Perkyboy34 said:

This is split into 2 sections, and in no means is it a rant, it is just an honest opinion

 

First Section

 

What a business model RCCL operate, for their loyal following, they make us book a couple of years in advance ensuring they have our money well in advance

 

Gone are the days when we used to have a personal cruise consultant located in the same country as you, who became a friend keeping you up to date with the latest developments and cruise news, as well as offering you on board credit and other little perks to make your experience that little more special

 

Now we have to speak to a call centre somewhere in the world, who can hardly understand and speak your language, who are literally machines working from a script and website offering no personal experience

 

Well, having now done over 200 nights and reaching Diamond Plus, enough is enough,

 

Having realised the cruise we have booked, is now being advertised £ 900 ($1300) cheaper and including onboard wifi, would they price match our booking, of course not

 

RCCL - please take a sensible view on customer loyalty rather than profit, it has resulted in us cancelling 3 future cruises, losing you revenue of approx. $13000

 

 

 

Second Section

 

Reading about RCCL cancelling all Independence of the Seas cruises from the UK for 2020, so they can deploy back to the USA for demand of Coco Cay", revenue over heartbreak

 

Can you imagine the heartbreak RCCL have caused cancelling over 60,000 peoples cruise, they are not robots, they are human people with actual feelings who were planning dreams and special memories shattered,

 

 

Over on West side of the pond they price match with a simple phone call.

[tinkr2]

Are you past final payment? bc otherwise they will give you the price.

[Ourusualbeach]

5 minutes ago, tinkr2 said:

Are you past final payment? bc otherwise they will give you the price.

The OP is from the UK.  They have different booking rules and don’t do price drops 

[Bloodgem]

44 minutes ago, Perkyboy34 said:

Reading about RCCL cancelling all Independence of the Seas cruises from the UK for 2020, so they can deploy back to the USA for demand of Coco Cay", revenue over heartbreak

 

Can you imagine the heartbreak RCCL have caused cancelling over 60,000 peoples cruise, they are not robots, they are human people with actual feelings who were planning dreams and special memories shattered,

 

 

Cancelling Indy worries me, yes I know I'm probably being over anxious.

As someone who can only depart from Southampton and needs an accessible cabin I don't know whether to risk booking an RCI ship in 2021 or try Princess. 

At least I have managed to obtain my goal of becoming a  the D+. 

[amber1002]

2 hours ago, Perkyboy34 said:

This is split into 2 sections, and in no means is it a rant, it is just an honest opinion

 

First Section

 

What a business model RCCL operate, for their loyal following, they make us book a couple of years in advance ensuring they have our money well in advance

 

Gone are the days when we used to have a personal cruise consultant located in the same country as you, who became a friend keeping you up to date with the latest developments and cruise news, as well as offering you on board credit and other little perks to make your experience that little more special

 

Now we have to speak to a call centre somewhere in the world, who can hardly understand and speak your language, who are literally machines working from a script and website offering no personal experience

 

Well, having now done over 200 nights and reaching Diamond Plus, enough is enough,

 

Having realised the cruise we have booked, is now being advertised £ 900 ($1300) cheaper and including onboard wifi, would they price match our booking, of course not

 

RCCL - please take a sensible view on customer loyalty rather than profit, it has resulted in us cancelling 3 future cruises, losing you revenue of approx. $13000

 

 

 

Second Section

 

Reading about RCCL cancelling all Independence of the Seas cruises from the UK for 2020, so they can deploy back to the USA for demand of Coco Cay", revenue over heartbreak

 

Can you imagine the heartbreak RCCL have caused cancelling over 60,000 peoples cruise, they are not robots, they are human people with actual feelings who were planning dreams and special memories shattered,

 

 

Same thing happened to us so I posted a warning to uk customers not to book early. We took a hit of £1500 which would be more if you added in the free gratuities, free WiFi and obc offered. I had the same problem as you with the call centres and even sent an email to mike Bayley. I am also close to Diamond +. They do not budge on their position. 

Be prepared for sanctimonious replies to your post from people saying you were happy with the price when you booked etc which was what I got and only served to make me furious. The replies I suspect were from people who did not have this experience or from people in USA where they match the price drop or from people who don’t care about money. Lucky them!

We are on Explorer from Southampton on June 9 and this will be our last cruise with RCL so am going to make an effort to not let this experience spoil the cruise.

I agree with everything you have posted and have learned a harsh lesson from RCL myself. NEVER AGAIN 

 

Edited May 17, 2019 by amber1002

[Reina del Mar]

1 hour ago, Ourusualbeach said:

The OP is from the UK.  They have different booking rules and don’t do price drops 

It is so sad for those of us in UK who cannot benefit from the same terms and conditions as USA. 

 

In in my experience the prices here are higher to start with, then to hear of re faring, price drops , obc , other perks is heart breaking. 

 

However, this is the same with other cruise lines, although we are allowed one change with Princess that we are expected to pay £100 for the privilege !

 

 

[Bloodgem]

1 hour ago, Reina del Mar said:

It is so sad for those of us in UK who cannot benefit from the same terms and conditions as USA. 

 

In in my experience the prices here are higher to start with, then to hear of re faring, price drops , obc , other perks is heart breaking. 

 

However, this is the same with other cruise lines, although we are allowed one change with Princess that we are expected to pay £100 for the privilege !

 

 

I would love to see less 'All Inclusive Deluxe Drinks Packages' on UK  bookings and more Bogo offers or OBC packages. 

[swoopy2110]

First Section

You can cancel your originally booking, lose the £300 deposit (assuming 2 people booked), rebook for the new price, and you'd still save £600 on your original price and get the wifi. This may help you?

 

I do also find it annoying that those in the USA can call and get pricedrops without issue but that's the rules at present.

 

Second Section

They're a business and there's a commercial reason they've done this. They're out there to make money for their shareholders. I personally have never got the UK obsession of "we must go on Indy from Southampton every single year" but I know that it's a popular ship for the UK Market. They must have had poor bookings for next year so far, although with the ridiculous prices they were trying to charge I'm not surprised.

 

[Reina del Mar]

23 minutes ago, CRUISEFAN0001 said:

Starting a thread with ignorance often leads to subsequent ignorance.

 

Defending it as acceptable is indefensible.

 

 

 I stated if you were unhappy with a thread, to ignore it and move on.... Perhaps you should do that now !

[CRUISEFAN0001]

10 minutes ago, Reina del Mar said:

I stated if you were unhappy with a thread, to ignore it and move on.... Perhaps you should do that now !

Feel free to accept your own advice.

[kernow]

OP, I know what you are saying and to a point I agree with you. I too miss the UK office and the lovely staff there who knew us by name once we had booked with them and always went out of their way to solve issues and offer that little bit extra. I do think in recent years though that the office in Guatemala has vastly improved, they have sorted issues for me often lately. I was even able to get a price drop a few months ago for our cruise next week. I think the key to price drops is it has to be exactly the same booking terms as you already have which means when they have a new offer on they will not match. I believe this is even the case in the US, I'm sure someone will correct me if I'm wrong. Also onboard bookings are allowed one free change/price drop for those in the UK.

 

I do feel bad for all those who were booked on Indy next year but RCL are a business and they are clearly struggling to sell the Southampton cruises this year so won't risk losing money next year. I can see why people will not rebook with them and in that situation I would probably do the same, but at the end of the day would the other cruise companies treat people any differently?

[Ourusualbeach]

1 minute ago, kernow said:

 I think the key to price drops is it has to be exactly the same booking terms as you already have which means when they have a new offer on they will not match. I believe this is even the case in the US...

Under US rules they will match new offers.  You end up losing all the perks that you originally booked with and gain the perks being offered the day that you call.  This happens for every price drop you call in for. 

[kernow]

6 minutes ago, Ourusualbeach said:

Under US rules they will match new offers.  You end up losing all the perks that you originally booked with and gain the perks being offered the day that you call.  This happens for every price drop you call in for. 

Thanks for the explanation, if we did this in the UK  we would lose the initial deposit. I'm guessing you can transfer yours?

[Ourusualbeach]

3 minutes ago, kernow said:

Thanks for the explanation, if we did this in the UK  we would lose the initial deposit. I'm guessing you can transfer yours?

No need to transfer as the booking is never cancelled.  It just gets amended.

 

even TA’s can do the price adjustment for their clients 24/7 without having to call Royal as long as they aren’t booked into group space.

Edited May 17, 2019 by Ourusualbeach

[COCKYMARK]

Here is the deal....I dont  mind any of the things you mentioned for one reason RCL is the best. its like going to a regular steakhouse versus ruth chris......been on other cruiselines none can match RCL! I can put up with some things because if i am on other lines i am like why??

[MightyMike]

Royal Caribbean is making lots of money. The economy is good. Prices are high. Ships are full. 

 

Yes, people are bringing up valid concerns. Customer service is not what it used to be. Rules are inconsistent. But that is just a whisper compared to earnings, revenue and stock price. 

 

Maybe someday this will haunt them. Personally, I think it is just a matter of time before it does. But until then, the dollars are telling them they are doing things right and don't need to change.

[Casino Comp Chick]

43 minutes ago, kernow said:

Thanks for the explanation, if we did this in the UK  we would lose the initial deposit. I'm guessing you can transfer yours?

 

I had a similar issue a few weeks back, we booked a suite onboard the Anthem at the end of March and went to look at the cabin the next day before disembarking and saw they had a solo cabin and balcony cabin semi-adjoining. I called to move someone off my reservation into the studio and they wanted to charge the $100 cancellation fee. I pointed out that it was not a cancellation just a move.....no go. I told them to leave the suite as is and just booked the studio. 

Fast forward to a few days ago....I went through all the terms and conditions of the next cruise page and called back and pointed out 2 things. #1...They are not changing sail date OR ship (I pointed out to them that there is nothing in the T&C stating changing cabins) & #2...We we’re still within the 60 days of disembarking per the T&C of the next cruise booking. It took some back and forth but the resolution desk took care of it and removed that passenger from the suite with no penalty.

Sometimes it pays to say thank you, hang up, do your homework and then call back when you have all the facts in your arsenal. If I took the first agents word as gospel we would have lost the deposit. 

Edited May 17, 2019 by Casino Comp Chick

[time4u2go]

45 minutes ago, MightyMike said:

Royal Caribbean is making lots of money. The economy is good. Prices are high. Ships are full. 

 

Yes, people are bringing up valid concerns. Customer service is not what it used to be. Rules are inconsistent. But that is just a whisper compared to earnings, revenue and stock price. 

 

Maybe someday this will haunt them. Personally, I think it is just a matter of time before it does. But until then, the dollars are telling them they are doing things right and don't need to change.

Exactly.  Objective #1: maximize profits.  Objective #2: everything else.

[SRF]

6 hours ago, Ourusualbeach said:

The OP is from the UK.  They have different booking LAWS and don’t do price drops 

 

FTFY

[Ourusualbeach]

5 minutes ago, SRF said:

 

FTFY

I disagree.  The law allows Royal to make their own rules, it does not force them to. 

[SRF]

Hmm, so all the perks of the various levels of C&A are not loyalty back to the customer?

 

What do you want/expect?  Just because you sailed with them, they should do whatever YOU want??

 

 

[Iamcruzin]

6 hours ago, Perkyboy34 said:

This is split into 2 sections, and in no means is it a rant, it is just an honest opinion

 

First Section

 

What a business model RCCL operate, for their loyal following, they make us book a couple of years in advance ensuring they have our money well in advance

 

Gone are the days when we used to have a personal cruise consultant located in the same country as you, who became a friend keeping you up to date with the latest developments and cruise news, as well as offering you on board credit and other little perks to make your experience that little more special

 

Now we have to speak to a call centre somewhere in the world, who can hardly understand and speak your language, who are literally machines working from a script and website offering no personal experience

 

Well, having now done over 200 nights and reaching Diamond Plus, enough is enough,

 

Having realised the cruise we have booked, is now being advertised £ 900 ($1300) cheaper and including onboard wifi, would they price match our booking, of course not

 

RCCL - please take a sensible view on customer loyalty rather than profit, it has resulted in us cancelling 3 future cruises, losing you revenue of approx. $13000

 

 

 

Second Section

 

Reading about RCCL cancelling all Independence of the Seas cruises from the UK for 2020, so they can deploy back to the USA for demand of Coco Cay", revenue over heartbreak

 

Can you imagine the heartbreak RCCL have caused cancelling over 60,000 peoples cruise, they are not robots, they are human people with actual feelings who were planning dreams and special memories shattered,

 

 

I cruise other lines and not loyal to any one line. All have been declining in service in their own way. It's the sign of the times. I have only been following the Royal Caribbean board for the past year. I can't believe what people will put up with in terms of cancelations, changed itineraries and pricing. Yes these things happen on all lines but from what I have been reading they don't seem to go out of their way to accommodate the customer or try to make them feel whole again. Some people are loyal because they invested so much money to reach the top tiers or the product meets their needs in a way that no other cruise line does. Unfortunately sometimes the only way to be heard is to walk away.  If Royal Caribbean is the only line you have sailed on you may be pleasantly surprised at what you will find trying another cruise line. I hope you can salvage your vacation plans. 

 

[Iamcruzin]

6 hours ago, Bloodgem said:

Cancelling Indy worries me, yes I know I'm probably being over anxious.

As someone who can only depart from Southampton and needs an accessible cabin I don't know whether to risk booking an RCI ship in 2021 or try Princess. 

At least I have managed to obtain my goal of becoming a  the D+. 

Try Princess. The only thing they are complaining about on that board is that they removed a chair out of the cabin. Their cabin lay out is not user friendly. They have a walk in closet in front of the bathroom which takes up a lot of living space. The chair only got in the way. We spend little time in our room so it's not a big deal for us but I do like the room layout of Royal Caribbean and Celebrity better. Also try Celebrity. Your D+ status will get you Elite Status on their ships.

Edited May 17, 2019 by Iamcruzin