Corporate contact

[Rjh8842]

Long story short my family has a fcc from a cruise from april 2020. Called about it today and now they are saying they can not find it and we were given a refund. We were only given a partial refund and have had a large fcc with them for over 2 years now. Unfortunately I never received the email with the fcc info. I had called multiple times in 2020 and kept being told the email would be sent. It never happened. And now they are investigating it. Does anyone have a current email for corporate? I want this matter resolved.

[Biker19]

1 minute ago, Rjh8842 said:

Does anyone have a current email for corporate?

mbayley@rccl.com

 

🍿  ?

Edited April 21, 2022 by Biker19

[BirdTravels]

You do realize that the public facing email addresses for the execs are routed to off-shore call center personnel who respond with a set of legal-approved canned messages. Mr. Bayley does not read the thousands of complaints that come in weekly. He has a "secret" email address that get changed out if it is compromised for "real" email. 

Edited April 21, 2022 by BirdTravels

[njkruzer]

3 hours ago, BirdTravels said:

You do realize that the public facing email addresses for the execs are routed to off-shore call center personnel who respond with a set of legal-approved canned messages. Mr. Bayley does not read the thousands of complaints that come in weekly. He has a "secret" email address that get changed out if it is compromised for "real" email. 

Everyone who's responded me was in Florida. 

[Ourusualbeach]

10 hours ago, BirdTravels said:

You do realize that the public facing email addresses for the execs are routed to off-shore call center personnel who respond with a set of legal-approved canned messages. Mr. Bayley does not read the thousands of complaints that come in weekly. He has a "secret" email address that get changed out if it is compromised for "real" email. 

The only thing correct about that statement is that Mr Baily does not read them.

 

They certainly do not go to an off shore call centre.  They do get read by a special team of dedicated agents in corporate that handle escalated matters.

[kernow]

I sent an email about an issue I was having a few weeks ago. Had a reply from someone who's signature said she was in the executive office the next day to say she was looking into it and it's now all sorted.

[SRF]

2 hours ago, Ourusualbeach said:

They certainly do not go to an off shore call centre.  They do get read by a special team of dedicated agents in corporate that handle escalated matters.

 

This.

 

In the past I have called company CEOs.  I never got one, but I did get special customer service reps who could get things done.

[rudeney]

55 minutes ago, SRF said:

In the past I have called company CEOs.  I never got one, but I did get special customer service reps who could get things done.

 

Same here - not with RCI, but several other large companies like AT&T, Delta, etc.

[SRF]

On 4/22/2022 at 9:17 AM, rudeney said:

 

Same here - not with RCI, but several other large companies like AT&T, Delta, etc.

 

Hmm, Delta is also one of the ones I called, a couple of times. 😄

 

I also remember calling Sears once or twice.

 

[davekathy]

On 4/22/2022 at 7:17 AM, rudeney said:

 

Same here - not with RCI, but several other large companies like AT&T, Delta, etc.

Same here. I did it recently with JetBlue. Best 4 hours I spent on the phone. Sometimes the squeaky wheel dose get some grease. 😁

[rudeney]

I usually don't call - I send email.  

[AlohaLivin]

Definitely email and/or call for a resolution! We had a problem with a GE dishwasher that quit after two years. After multiple short-lasting fixes and on the phone for hours multiple times over 2 months just to get a “discounted” replacement I was past fed up. So I jumped on Google and located the address for both the president of GE and VP of the appliance division. I then sent them both a long, detailed email and at the end stated that I wanted $700 to cover a new dishwasher and $150 to cover the service calls. 
 

Less than 2 hours later (I swear) I had a voicemail from the executive assistant to the vice president of GE appliance division stating that they would overnight the check for $850 and would have the non-working dishwasher picked up at our convenience.  My father used to say to get as high up as you can because those are the people that can give you the answer you want. Good luck!

[SRF]

17 hours ago, rudeney said:

I usually don't call - I send email.  

 

When I called CEOs, email was not a huge thing.  It did exist, but was not universal like now. 

[Ourusualbeach]

1 hour ago, Heymarco said:

Too funny that people believe that! I know a Nigerian prince you can contact too.

You must have missed the numerous coffee chats with Vikki Freed last year who had guests from various departments within Royal on to discuss their jobs.  One of those guests was Aurora Yera-Rodriguez, AVP Guest Relations who oversees this department.  But I guess having her on was just a cover up so that no one would realize they were secretly operating out of a foreign call center.

[Ourusualbeach]

10 minutes ago, Heymarco said:

I didn’t say anything about offshore. But it’s funny to think mbailey emails go to anything but a glorified customer service department. They are no more executive or “corporate” than anything else at Royal Caribbean shoreside. If that’s what people need to believe….

Having dealt with them directly and having clients who have also dealt with them I can most certainly say they are able to get things done that cannot get done through the regular channels.

[rudeney]

1 hour ago, Ourusualbeach said:

Having dealt with them directly and having clients who have also dealt with them I can most certainly say they are able to get things done that cannot get done through the regular channels.

 

And this is the same results I have gotten from other companies.  I never expect to get a personal response from a C-suite executive, but they have special well-trained and empowered CSR's that handle these situations.  They are worlds apart from the overseas CSRs that have to put you on hold and consult a manger every time the conversation goes off the script.  

[neverbeenhere]

Mike and I have been directly communicating since back when he was with Celebrity. He periodically sends me a personalized email telling all sorts of secret things about the cruise line’s plans. I periodically send him a letter or email praising someone or trying to get an issue resolved.

I’d call us pretty close friends. If I ever have the need to get married again, I’ll be sure to send Mike an invite. I’m sure he’ll show up. 

[JimVB]

I don't know who reads Mr Bayley's emails or where they are located.  I do know that an email to him requesting a refund instead of a FCC for a cruise cancelled under CWC produced a phone call advising me that my request had been approved.  The refund posted to my credit card yesterday.

[Big_G]

21 hours ago, Ourusualbeach said:

Having dealt with them directly and having clients who have also dealt with them I can most certainly say they are able to get things done that cannot get done through the regular channels.

 

I concur. Royal lost my $500 deposit. Phone reps couldn't resolve it so I was pushed up to Resolutions. Resolutions proceeded to charge me another $500 every time I called. When I hit $2000 in deposits with only $1500 showing on my invoice I finally emailed the CEO's office which prompted an email from Cynthia Lembo, Executive Guest Specialist, saying the problem was being reviewed. Eventually I received a call from her saying the problem had been resolved and the $500 found and applied to the reservation.

[rudeney]

Wow!  I can understand one mistake, but doing the same thing three times like that is ridiculous.  RCI needs to stop using McDonald's Drive-Thru rejects as CSRs.

[Biker19]

8 hours ago, rudeney said:

RCI needs to stop using McDonald's Drive-Thru rejects as CSRs.

Very likely that issue was caused by RCI's IT system not the CSRs themselves - the front line CSRs are limited in what they can do.

[rudeney]

2 hours ago, Biker19 said:

Very likely that issue was caused by RCI's IT system not the CSRs themselves - the front line CSRs are limited in what they can do.

 

 

I agree it's likely an IT issue, but the CSR should have recognized that not only was the problem not fixed, it became a worse with an increased deposit balance.  At that point, the problem should have been immediately escalated.