Troubles with Emerald Waterways Cruiselines anyone?

[arby70]

My friend and I are booked on the August 21, 2022 Splendors of Europe cruise through Emerald Waterways.  I decided earlier in the year to have them book our air as well because they paid $1200 per person for airfare during a booking promotion last year.  I decided to upgrade to premium economy when I told them to book our air,   so  they transferred me to a Scenic air specialist to book my flights.  Initially the booking to Budapest  she set us up for was for August 10 instead of August 20th, so I returned her email saying that needed correction.  She did correct it, but it still has the original incorrect flight on my Trip Personalizer so it comes up as incomplete.   I have been able to get thru to Emerald a few times after hours of hold time, and the correction is still not been made on the Trip Personalizer.  I am getting worried that as things get closer I will be all messed up with things.  Also my friend's middle name (which is on her Passport) is not on her airline reservation.  Is this a problem too?  Help!!!!!

 

[sbjornda]

I don't know Emerald, just their parent company Scenic, but I believe they share some infrastructure such as the call centres. In my experience you just need to persevere on the phone until you can talk to someone who can get it done. Apparently call volumes are a bit lower in the middle-to-late afternoons, at least here in Canada. They are totally swamped with changes due to COVID and the war in Ukraine (lots of their staff come from Eastern Europe including Ukraine, and I'm sure some have gone back home to fight) and they are still recovering from a massive computer system ransom attack a few months ago. Best wishes!

[packed already]

It must be frustrating, Scenic cancelled our cruise the day before we were meant to fly out in April, they offered us the reverse trip which we accepted. Luckily we had booked through a Travel Agent and she did all the ringing and dealing with Scenic for us. Emerald and Scenic are cancelling lots of their sailings at present so I expect the office staff are under huge pressure.

My suggestion, apart from emailing and ringing until your information is correct would be to login to the airline’s website and check your flights are as you expect them to be with the seats you have chosen. This will give you some peace of mind until your trip personaliser catches up. You still have some time to go so you have time to have this corrected.