Is it just me not getting through to Casino Dept by phone

[Caribensun]

I have been hold for over2- 6 hrs since last week trying to reach a live person in Casino Dept to book a cruise and add items to an existing cruise.  Calling 888-772-6697.  Any help would be appreciated.  Told by chat need to call.  Until now never had a problem reaching them.

Thanks,

Caribensun

[that]

Not just you. 😕

Edited January 26, 2023 by that

[azbirdmom]

Haven't tried for a couple of weeks but I was definitely having better luck with this number: 661.284.4414

 

I don't know if the issues with the number you are using have now extended to this one but it's certainly worth a try.  It's a giant mess, good luck!

[Mike45LC]

I was on hold from 3:10 p.m. [CA time] until 5:36 p.m., when the call was finally picked up by a live person.  Unfortunately, she had a very heavy accent and I found it difficult to understand her.  I was happy that they were still answering the calls that were stacked up after their day ended.  I was beginning to fear that the on-hold calls were not going to be answered after 5:00 or 5:30.

[Kabuki12]

I cannot get through either.  I posted on the Casino thread and it was suggested that I send an email and they will honor if past expiration date.  I don't have their email.

[Shelly97060]

10 minutes ago, Kabuki12 said:

I cannot get through either.  I posted on the Casino thread and it was suggested that I send an email and they will honor if past expiration date.  I don't have their email.

The old casino inquiries email address is no longer monitored and I am not aware of a new one replacing it. 

[Kabuki12]

2 hours ago, Shelly97060 said:

The old casino inquiries email address is no longer monitored and I am not aware of a new one replacing it. 

Thanks for the info. I won't waste my time trying to find it.   

 

Some posters on the FB casino group are saying that they complained on twitter and got replies from management.

[Fisherwoman]

I wonder if they are out sourcing to another country?

[Kabuki12]

36 minutes ago, Fisherwoman said:

I wonder if they are out sourcing to another country?

Philippines.  Some of the accents are so heavy, I can’t understand what they are saying.

[Caribensun]

Thank you everyone!  Azbirdmom, I will try the number you provided tomorrow.  I will post how it’s going.  I had a Rep I could understand with an extension, has been saying no longer available for awhile.  Yes, now they are in Philippines.  

[antmaril]

I spoke to someone in the Casino Department last week after I put a courtesy hold on a cruise next year.  The call back number I was given is 844-249-9590.  You might want to try that one, too.  

[eclue]

Today, I was on hold for over 4 hours and finally had to hang up. I should have selected the call back option. I will call back tomorrow morning before I need to leave for the day and do that after I hold for 40 minutes or so. Trying to book two casino offers - will do both of them at the same time b/c of the ridiculous hold times. 

[Mike45LC]

19 hours ago, Kabuki12 said:

Philippines.  Some of the accents are so heavy, I can’t understand what they are saying.

I have that problem also,  even though my ears are accustomed to Filipino accents, after 20 + years dealing with Filipinos.

[eclue]

I called back this morning and was on hold for only 30 minutes before I had an answer, but then my casino offer was not entered properly and she must call me back.....I hope so.

 

[Kabuki12]

My cruise is this Tuesday. I am now getting notices that my cruise will be cancelled if remaining 39.00 is not paid. Needless to say customer service is non existent. No phone calls back and on hold for hours before being disconnected.

This 39.00 appears to be insurance. I did get a hold of a casino rep last week and asked for insurance add on. She said that she could not do that after final payment. Somehow, she added it and now I have no way to pay and the cruise is in 4 days.

Any suggestions?

[Shelly97060]

Any of the princess reps can take the payment for $39.00 since this is for insurance so you don’t have to work with the casino desk on this. Call  the regular Princess number and tell them you need to make the payment.
 

 

[Kabuki12]

23 minutes ago, Shelly97060 said:

Any of the princess reps can take the payment for $39.00 since this is for insurance so you don’t have to work with the casino desk on this. Call  the regular Princess number and tell them you need to make the payment.
 

 

I did just get through to a rep and she put me on hold for 15 minutes while she got permission from the casino that she could take the payment.   Glad this is over.  Hopefully no other surprises.

[Caribensun]

I finally got through, someone picked up after 6pm, after being on hold since 9am.  The person was Micah and she is excellent!   Trying to my Casino offer straightened out, will see if it happens, been working on it since November.  Appreciate your providing another phone number Antmaril.

[Kabuki12]

I just booked a VIP cruise and the casino called me back in 4 hours.  It's not only correctly booked but paid for in full!  The cruise is in April.  I hope that they are getting better.