egurbi Posted December 18, 2021 #1 Share Posted December 18, 2021 We've decided that for us the new mask protocol won't work for our December 20th cruise. The email with the new protocol mentioned that they will accommodate a switch in cruises. My question is can Royal process this directly or must you go through your booking agent? I've been on hold for literally 4 hours with the MLife booking agent, and still on hold. If RC can process the FCC or change in cruise directly, what's the best number to reach them at? If I don't reach anyone before my cruise sails on Monday, am I SOL on my payments? Thanks in advance.. Link to comment Share on other sites More sharing options...
Another_Critic Posted December 18, 2021 #2 Share Posted December 18, 2021 At the bottom of the email: If you have questions about these protocols, please reference our FAQs for details or contact us at 1 (866) 562-7625 or 541-285-9150 for assistance. If you prefer to not sail as a result of this change or would like to reschedule your cruise, we are glad to assist. Looking forward to seeing you onboard! Link to comment Share on other sites More sharing options...
davekathy Posted December 18, 2021 #3 Share Posted December 18, 2021 14 minutes ago, egurbi said: We've decided that for us the new mask protocol won't work for our December 20th cruise. The email with the new protocol mentioned that they will accommodate a switch in cruises. My question is can Royal process this directly or must you go through your booking agent? I've been on hold for literally 4 hours with the MLife booking agent, and still on hold. If RC can process the FCC or change in cruise directly, what's the best number to reach them at? If I don't reach anyone before my cruise sails on Monday, am I SOL on my payments? Thanks in advance.. You will need to go thru your TA for any changes or cancellations concerning your cruise. 1 1 Link to comment Share on other sites More sharing options...
egurbi Posted December 18, 2021 Author #4 Share Posted December 18, 2021 Ok, not sure whether the normal RCL number is listed for rebookings or just more information about the protocols. Appreciate any other responses. Thank you. Link to comment Share on other sites More sharing options...
Another_Critic Posted December 18, 2021 #5 Share Posted December 18, 2021 9 minutes ago, egurbi said: Ok, not sure whether the normal RCL number is listed for rebookings or just more information about the protocols. Appreciate any other responses. Thank you. Call and let us know. 🙂 2 Link to comment Share on other sites More sharing options...
egurbi Posted December 18, 2021 Author #6 Share Posted December 18, 2021 Another_Critic -- Back where I come from, we call you a "supervisor" for that sage advice. Link to comment Share on other sites More sharing options...
Hogbay Posted December 18, 2021 #7 Share Posted December 18, 2021 You must go through your TA they own the booking it's a contract between them an Royal. 1 Link to comment Share on other sites More sharing options...
LGW59 Posted December 18, 2021 #8 Share Posted December 18, 2021 44 minutes ago, egurbi said: Ok, not sure whether the normal RCL number is listed for rebookings or just more information about the protocols. Appreciate any other responses. Thank you. It also states if you prefer not to sail… Not sage advice but try calling one of the numbers they provided Link to comment Share on other sites More sharing options...
rj59 Posted December 18, 2021 #9 Share Posted December 18, 2021 I know my national TA offers the ability to give a call back instead of waiting on hold, but sometimes they don't call back the same day, which is irritating. I'd think with all the changes, it could be better for people to use a local TA with a physical office who will answer phones, and who you can visit if you don't get satisfactory service. Someone local is also more likely to be more responsive when negotiating for a refund, upgrade, giving you OBC, or other issues, just as a local bank is going to be easier to resolve a problem with than calling someone in India at a national bank. The problem with calling yourself, is that you'll wait just as long on hold just to get told to call your TA. I did it once for a cruise booked directly through Royal, and I spent an hour on hold to talk to someone in the Philippines, who had to talk to someone in the US to approve a refund because of protocols. Just be aware that any TA now is getting deluged with calls handling all the changes from NCL, Royal, and Carnival, as well as general fears of Omicron, and they also have to spend half their day on hold with the cruise lines, which is another reason to use someone local with a physical office. Link to comment Share on other sites More sharing options...
Rare Oceansaway17 Posted December 19, 2021 #10 Share Posted December 19, 2021 Calling customer service instead of reservations is better Link to comment Share on other sites More sharing options...
davekathy Posted December 19, 2021 #11 Share Posted December 19, 2021 5 minutes ago, Oceansaway17 said: Calling customer service instead of reservations is better And CS will advise they need to call their TA who owns the booking, not RC. 3 Link to comment Share on other sites More sharing options...
Rare Oceansaway17 Posted December 19, 2021 #12 Share Posted December 19, 2021 2 minutes ago, davekathy said: And CS will advise they need to call their TA who owns the booking, not RC. My point is the phone number to call not who owns the reservation. Cust service is best number Link to comment Share on other sites More sharing options...
davekathy Posted December 19, 2021 #13 Share Posted December 19, 2021 8 minutes ago, Oceansaway17 said: My point is the phone number to call not who owns the reservation. Cust service is best number And my point is why should @egurbieven bother calling RC. 2 Link to comment Share on other sites More sharing options...
LGW59 Posted December 19, 2021 #14 Share Posted December 19, 2021 21 minutes ago, Oceansaway17 said: My point is the phone number to call not who owns the reservation. Cust service is best number If their TA owns the reservation they need to call them. 1 Link to comment Share on other sites More sharing options...
Hogbay Posted December 19, 2021 #15 Share Posted December 19, 2021 1 hour ago, Oceansaway17 said: My point is the phone number to call not who owns the reservation. Cust service is best number Do you understand that they have a TA ? Customer service will tell them to contact there TA .🙄 2 1 Link to comment Share on other sites More sharing options...
nelblu Posted December 19, 2021 #16 Share Posted December 19, 2021 At this point it seems it's catch 22. TA won't/can't respond and RCL won't talk to you. It really sucks. Link to comment Share on other sites More sharing options...
RoyalC Posted December 19, 2021 #17 Share Posted December 19, 2021 Deal directly in the future with RCI to avoid this issue with understaffed T.A.'s. Five cruises booked, all with RCI directly and no issues with phone contact. Link to comment Share on other sites More sharing options...
Jimbo Posted December 19, 2021 #18 Share Posted December 19, 2021 (edited) Just tell them your travel agent is not responding to your emails or phone calls and time is of the essence and this needs to be taken care of asap because you cruise is Monday.. Royal will help you out in this case. What Royal will do is make a note on your reservation of the issue, Royal will even try calling your agent to have it taken care of, the main thing is though to have it noted on your reservation that you are cancelling so eventually you will get it resolved either full refund or going to transfer the $$ to future cruise. Edited December 19, 2021 by Jimbo Link to comment Share on other sites More sharing options...
bgoff60 Posted December 19, 2021 #19 Share Posted December 19, 2021 On 12/18/2021 at 2:41 PM, Hogbay said: You must go through your TA they own the booking it's a contract between them an Royal. We are in a similar 'boat' in that our booking is through a TA (Delta SkyMiles...) Is it possible to request that booking be transferred over to RCI? It is SOOOO much easier calling and dealing with RCI that any of the TA's we have used. If it is possible, what is the process and is there a cost? Link to comment Share on other sites More sharing options...
Jimbo Posted December 19, 2021 #20 Share Posted December 19, 2021 2 minutes ago, bgoff60 said: We are in a similar 'boat' in that our booking is through a TA (Delta SkyMiles...) Is it possible to request that booking be transferred over to RCI? It is SOOOO much easier calling and dealing with RCI that any of the TA's we have used. If it is possible, what is the process and is there a cost? I think you have to do the transfer within 60 days of when you booked it, otherwise you are SOL. There is no charge, it's just that your current TA has to agree to let you make the transfer, some charge a cancellation fee for losing the booking. Link to comment Share on other sites More sharing options...
smokeybandit Posted December 19, 2021 #21 Share Posted December 19, 2021 8 minutes ago, Jimbo said: I think you have to do the transfer within 60 days of when you booked it They changed it to 30 days in August 1 Link to comment Share on other sites More sharing options...
Another_Critic Posted December 20, 2021 #22 Share Posted December 20, 2021 2 hours ago, smokeybandit said: They changed it to 30 days in August That is the timeframe for transferring from RCI to a TA. Does a timeframe also apply for a TA to RCI transfer? Link to comment Share on other sites More sharing options...
bgoff60 Posted December 20, 2021 #23 Share Posted December 20, 2021 3 hours ago, smokeybandit said: They changed it to 30 days in August One additional tidbit of info - this was a lift and shift for about a year ago. Does that help or hurt us? Or are we still SOL to transfer to RCI? Link to comment Share on other sites More sharing options...
Hogbay Posted December 20, 2021 #24 Share Posted December 20, 2021 3 hours ago, bgoff60 said: We are in a similar 'boat' in that our booking is through a TA (Delta SkyMiles...) Is it possible to request that booking be transferred over to RCI? It is SOOOO much easier calling and dealing with RCI that any of the TA's we have used. If it is possible, what is the process and is there a cost? Contact your TA and request there booking be released for xyz reasons, they have every right to charge a fee . These are difficult times for TA too all the cancellation etc ,no money coming in . Link to comment Share on other sites More sharing options...
ONECRUISER Posted December 20, 2021 #25 Share Posted December 20, 2021 10 hours ago, LGW59 said: If their TA owns the reservation they need to call them. Agree, TA. And seeing that this Cruise leaves today! Link to comment Share on other sites More sharing options...
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