If you have called customer service, what are the wait times?

[KKB]

We need to cancel a cruise...

[lenquixote66]

My last call resulted in zero wait time .The first time ever.

[KB Cruisin]

Last week, it was 2+ hours for me on two different calls.

[Ourusualbeach]

16 minutes ago, KKB said:

We need to cancel a cruise...

I am assuming you are talking sbout your casino comped cruise..you have to call casino number to cancel and not the regular royal line.  

 

Called the casino twice yesterday with very little wait time. 

Edited April 26, 2022 by Ourusualbeach

[Ky Bill]

I had a zero wait time earlier today.

Bill

[Cigar King]

I called the casino on Friday.  45 minutes on hold...another 45 to solve the issue.  All ended well.

 

[Cometman]

I just spent 3 1/2 hours on hold before anyone came on. What a joke!

[ARandomTraveler]

I'm currently on hold, so far, 2hrs and 16 minutes. 
 

Is there any way to make changes or cancel a cruise online? This is ridiculous. 

[Coralc]

38 minutes ago, ARandomTraveler said:

I'm currently on hold, so far, 2hrs and 16 minutes. 
 

Is there any way to make changes or cancel a cruise online? This is ridiculous. 

Cancel your cruise

If you need to cancel, you can use one of these options to do so.

• Call our Royal Customer Service Team at 800-256-6649 (24 hours / 7 days a week).

• Submit an online cancelation using our online form.

• If you booked with a Travel Advisor, please contact them for assistance.

Please know, our hold times may be longer than expected, and we appreciate your patience.

[ARandomTraveler]

20 minutes ago, Coralc said:

Cancel your cruise

If you need to cancel, you can use one of these options to do so.

• Call our Royal Customer Service Team at 800-256-6649 (24 hours / 7 days a week).

• Submit an online cancelation using our online form.

• If you booked with a Travel Advisor, please contact them for assistance.

Please know, our hold times may be longer than expected, and we appreciate your patience.

Thank you!! I'll work on filling out the form while I'm on hold... so far 3 hrs 15min and 16 seconds. 
 

I was hoping that by having one of my 2 cruises transferred instead of cancelled that I wouldn't have to get a new insurance policy.
 

The dates of the cruise are the same, and my thinking was that by changing ships instead of canceling and re-booking, the "booked by" date would stay the same and keep my insurance policy valid. But at this point, it's almost midnight, I've lost a couple hours of sleep already, and I'd rather pay for an entirely new insurance policy than waste another hour on hold.

 

Not to mention, their customer service line will be closed in an hour anyway. 

[Coralc]

The hold times are ridiculous. I hope it works out for you.  And contact your travel insurance, they may let you move it to a new sailing without charge. You may have to put something in writing, that you had no claims. 

Edited April 26, 2022 by Coralc

[ARandomTraveler]

1 minute ago, Coralc said:

The hold times are ridiculous. I hope it works out for you. 

I just tried it, unfortunately it's only for cruises that fall within the "cruise with confidence" terms, which mine don't, so my hold continued 😭😭. 
 

Thank you for the link though. 

[Coralc]

Oh sorry. I edited my post; you may be able to move your insurance. 

[ARandomTraveler]

14 minutes ago, Coralc said:

Oh sorry. I edited my post; you may be able to move your insurance. 

They finally answered after 3hrs and 24min.
 

It took an additional 28 minutes to get my 2 cruises canceled. I lost $400 in deposits for cancelling (which was expected), but I  won't receive the FCC's in order to rebook for 30 days. If I want to rebook another cruise right now, they want another $500 deposit. 
 

I opted not to give them the additional money and will wait the 30 days for my $600FCC and then will rebook and take my chances that there will be a Memorial Day sale. If not, I guess I'll be paying an inflated price for the new booking.
 

I'm not giving them any more of my cash until I make sure I get my $600 back. For some reason I don't completely trust them, and they've made it way too hard to call and get help 😂.
 

To top it off, they said they can't send me an email confirmation with any proof that they owe me money. She gave me 2 cancellation #'s that I guess I have to guard with my life for 30 days as it's the only thing connecting me to my money, in case I don't receive my FCC's for some reason. And she couldn't give me her name other than to say it was "Karen," and assured me she put notes in my file etc etc. 

 

Not the end of the world if I don't get my FCC's, but I would like what I am due. And I won't give them another dime until I get that back (plus the $700 in beverage package money they owe me).

 

The End. Good luck to the rest of you still on hold. 

[Coralc]

WOW. Thanks for letting us know. Losing $400 stinks though. We eventually lost $320 for a travel insurance purchase. We had a GS on a long cruise that was covid cancelled. The broker and company let us move it to another long cruise. And that one was eventually cancelled too. And by then we were out of time and cruises to move it to. 

[ARandomTraveler]

19 minutes ago, Coralc said:

WOW. Thanks for letting us know. Losing $400 stinks though. We eventually lost $320 for a travel insurance purchase. We had a GS on a long cruise that was covid cancelled. The broker and company let us move it to another long cruise. And that one was eventually cancelled too. And by then we were out of time and cruises to move it to. 

That sucks

[Al_Frescoe]

"Thank you for holding, we won't be long" ARRRRRGH!!! Liars! I have been waiting over an hour. And that music you have playing on hold ... Not a good first experience for me with RCCL customer service.

[Marie51]

Last week I waited 25 minutes.