What happened to RCCL’s exquisite customer service?☹️

[lovesthebeach2]

Just now, firefly333 said:

I do think cruises are different than anything else requiring final payment 90 days ahead.

 

Not even airlines do this. Of course loyalists think this is great and we knew the rules and rush to defend. When I try to tell a newbie no refunds after final payment they look at me like I'm crazy.

 

Ive had several people tell me they are sure I'm wrong. If I'd just call the cruiseline would understand and refund or move my cruise. They cant believe I'm missing a cruise next monday and losing the money. I'm like no, that's how it is, they dont make exceptions. I fell and broke my arm, set twice. The day after my arm had surgery my mom had a stroke and now passed away. So I have big reasons for not going. I've told them if you dont have insurance no refunds. They are sure I'm wrong, the cruiseline would allow a refund   ..they think I'm wrong.

We were going to book a Viking river cruise awhile ago and they said we had to pay in full by December for a cruise the following December! That was a Huge no thanks for us.  So Royals 90 day for final is way better, a year was crazy.

[cruiselvr04]

14 minutes ago, lovesthebeach2 said:

We were going to book a Viking river cruise awhile ago and they said we had to pay in full by December for a cruise the following December! That was a Huge no thanks for us.  So Royals 90 day for final is way better, a year was crazy.

This is the biggest turn off for Viking for us too.  We love their product but even with insurance so much can change in a year. With Viking we try to book just 6-9 month out just so we can keep our money longer.  90 days is reasonable. 

[not-enough-cruising]

20 minutes ago, firefly333 said:

I do think cruises are different than anything else requiring final payment 90 days ahead.

 

Not even airlines do this. Of course loyalists think this is great and we knew the rules and rush to defend. When I try to tell a newbie no refunds after final payment they look at me like I'm crazy.

 

Ive had several people tell me they are sure I'm wrong. If I'd just call the cruiseline would understand and refund or move my cruise. They cant believe I'm missing a cruise next monday and losing the money. I'm like no, that's how it is, they dont make exceptions. I fell and broke my arm, set twice. The day after my arm had surgery my mom had a stroke and now passed away. So I have big reasons for not going. I've told them if you dont have insurance no refunds. They are sure I'm wrong, the cruiseline would allow a refund   ..they think I'm wrong.

The airlines require full payment at time of purchase. At least the cruise-line gives you 0% interest financing up to the 90 day mark. 

[itsnowjoke]

16 hours ago, goldfish65 said:

If there wasn't a penalty, a lot of people would book a date they weren't sure of, knowing they could change it. What does your travel agent advise? 

My travel agent said hat they wanted me to pay a $1000 penalty for cancelling.  It seems exceptionally punitive, almost vindictive.

[itsnowjoke]

15 hours ago, not-enough-cruising said:

Any post that professes the posters C&A status  in the first sentence is an immediate “ignore” for me 

But you didn't ignore it, did you?🤪  Imagine -if you will- businesses such as hotels, airlines, and cruise lines establishing programs so that they can identify and take care of their best customers. Crazy, right?

[S.A.M.J.R.]

1 hour ago, firefly333 said:

I do think cruises are different than anything else requiring final payment 90 days ahead.

 

Not even airlines do this.

Airlines require payment in full as soon as you book them, which could be 11 months ahead.  

[itsnowjoke]

15 hours ago, Ret MP said:

                                                     ^

 

 <

 

Damn, I'm doing three things at once.  So, I'm editing a lot right now.  But, it seems the number for the C & A Society is the same as the regular number.  No help at all.

 

Yeah, that was a part of my gripe.  There used to be a call center in Springfield, Oregon that was exceptionally helpful.  I'm not sure if it's still there taking calls, but the C&A desk is apparently no more. It appears that the customer service department has been sent offshore, and the reps aren't empowered to do anything, really.  Thanks for looking that up.

[Starry Eyes]

8 minutes ago, itsnowjoke said:

My travel agent said hat they wanted me to pay a $1000 penalty for cancelling.  It seems exceptionally punitive, almost vindictive.

You are not a newbie.  You know you booked after final payment, during the penalty phase.  That’s why you’d be asked to pay a penalty…not because they are being vindictive.  I understand you might politely ask for consideration, but I’d the company declines , it is still policy not vindictiveness.  For you to imply otherwise is entitlement.

If it was important to sail together:

Your friends could have told you their plans sooner.  They did not.

You could have contacted your friends before booking.  You did not.

The miscommunication is on you and your friends, not RCI.

If you still want to sail with your friends, you could book the other cruise too, sailing a b2b.  Or your friends could book another week, staying on for the b2b.

[goldfish65]

17 minutes ago, itsnowjoke said:

My travel agent said hat they wanted me to pay a $1000 penalty for cancelling.  It seems exceptionally punitive, almost vindictive.

 

The way I read your post, you were looking to change your sailing date, not cancel. At any rate, I wish you the best, it is disappointing when plans don't work out.

[itsnowjoke]

3 hours ago, Diver2014 said:

Funny how RCCL's customer service gets blamed for someone wanting special treatment against the written contract they agreed to.

Funny how asking for a once in a lifetime exception is considered outrageous.🙄  In the grand scheme of things, what do you think the harm would be to trade one cruise for another?  It actually fills a cabin on short-notice, then gives them an extra week to fill the vacated one.  I am seriously looking for a downside from RCCL's point of view, I can't find any.

 

Yes, it would get crazy if everyone wanted to jump ship, constantly.  In my case, I do not have a pattern of doing this, and had asked for a one-time exception.  In dealing with RCCL's customer service, it is apparent that they have sent it offshore, and have not empowered anyone to make decisions necessary to take care of repeat customers.

 

The last cruise I took with this group was a 9-day Greek Isles cruise, it was fabulous.  Great memories.  Sorry I won't be joining them again.

[itsnowjoke]

5 minutes ago, goldfish65 said:

 

The way I read your post, you were looking to change your sailing date, not cancel. At any rate, I wish you the best, it is disappointing when plans don't work out.

Thank you.  In their system, I apparently need to cancel the first cruise then re-book the second.  The first cruise incurs a $1000 penalty for the cancellation.  It seems like they could simply slide the res to a different date and ship, but apparently are unable and/or unwilling to do so.  But what do I know?  I am simply a drinker with a skiing / cruising problem.😁

[S.A.M.J.R.]

3 minutes ago, itsnowjoke said:

 I am seriously looking for a downside from RCCL's point of view, I can't find any.

 

Yes, it would get crazy if everyone wanted to jump ship, constantly.

You answered your own question.  They don't want to set a precedent.  All it would take is a comment during the cruise or on a message board, and someone else would be asking because "you let itsnowjoke do it!"

 

Would it be NICE if they allowed your change with no penalty?  Sure.  But trying to justify why YOU should get special treatment (and yes, that's what it is) IS "entitlement".  

[Ret MP]

4 minutes ago, itsnowjoke said:

Yeah, that was a part of my gripe.  There used to be a call center in Springfield, Oregon that was exceptionally helpful.  I'm not sure if it's still there taking calls, but the C&A desk is apparently no more. It appears that the customer service department has been sent offshore, and the reps aren't empowered to do anything, really.  Thanks for looking that up.

For general consumption:

 

I would suggest that when we call, was ask for an U.S. based "phone answerer".  If they won't comply, ask for a supervisor and complain.  

 

Supervisors will usually say that their "phone answerers" are trained and tested for their English capabilities.  I say, "Yes, they probably speak better English that I do.  However, they don't speak my lexicon, don't understand my southern accent, (Me, "I'm fix'in to cruise", phone answerer, "Yes sir, you are fixing a cruise, is something broken with your cruise?").  Get my point?  Ever notice how the foreign phone answerers always repeat what you say but don't get it right about 60% of the time.  Yep, I believe it is because they know that us Americans and Canadians have a lexicon and accents all our own and they are trying to make sure they understand but that extends the calls by almost double the time that it should be.  That's a good argument for U.S. and Canadian based TAs.  But, that's exactly what Cruise Lines want, more TA's and less of their own employees or contractors. BTW, I believe some of the Big Box TAs are starting to hire offshore phone answerers.  I called one about a year ago, a new one to me, and the phone answerer barely spoke any English or at least I could not understand her.  I hung up.   

 

Companies will get away with whatever we as consumers allow them to.  Get active folks.  Do the surveys, talk to the crew management, write letters to the mothership in Miami.................   

[nelblu]

The title of the topic is a bit off.  The problem is not with customer service (not that I'm defending them) but with Royal's policy.

 

Many times, whether it's the normal CS, C&A or Casino desk they will defer to the revenue dept.

 

E-mail your frustration and disappointment to mbayley@rccl.com

[itsnowjoke]

14 minutes ago, Starry Eyes said:

You are not a newbie.  You know you booked after final payment, during the penalty phase.  That’s why you’d be asked to pay a penalty…not because they are being vindictive.  I understand you might politely ask for consideration, but I’d the company declines , it is still policy not vindictiveness.  For you to imply otherwise is entitlement.

If it was important to sail together:

Your friends could have told you their plans sooner.  They did not.

You could have contacted your friends before booking.  You did not.

The miscommunication is on you and your friends, not RCI.

If you still want to sail with your friends, you could book the other cruise too, sailing a b2b.  Or your friends could book another week, staying on for the b2b.

I cannot argue most of your points, you are correct.  I owned most of those points in my original post.  The vindictive part comes from the awful customer service; They have you fill out an online form and promise to get back to you, ASAP.  They don't.  I'm told that I will get a call from a manager, I don't.  

 

I don't consider myself entitled, as you imply.  But for pete's sake, if you are and organization that promises follow-up, then follow up!

[lenquixote66]

18 hours ago, itsnowjoke said:

I’m an RCCL Diamond, and have recently booked a cruise.  As usual, I invited a group of friends.  Funnily, I missed the email that said that they were booking the exact same cruise a week earlier!  I had booked three days prior and made my final payment.  Obviously I wanted to change my date. RCCL has been completely unaccommodating, stating that I had made my final payment, too bad so sad.  Since I booked through a travel agent, they told me to have them call RCCL.  RCCL told him that I’d have to pay a hefty “penalty.”  A penalty for wanting to cruise with my group?  What?!  What is the deal here?!  Now you have a group of upset frequent cruisers.  I wrote an online letter to RCCL -using the template on their website- and got the canned response that they will answer my question asap, that was 10 days ago.  I never heard back   I called a customer service rep and she was not empowered to help, and I was told a manager would be in touch.  That was six days ago.  RCCL used to have a Crown and Anchor number where the reps would help.  That appears to be gone.  Before someone starts quoting booking and cancellation policies, yes, I understand that they are following their own rules.  But what is the harm in re-booking a cruise 90 days out?  Where is the customer service here?  As an aside, there are more members of the group who want to go, but are split between who to go with.  They are leaning towards not going at all because they don’t want to hurt anyone’s feelings.  The simple decision of not being able to accommodate a change is actually going to cost RCCL bookings.  I guess the days of proactive customer service are over, it’s sad to see it coming from RCCL.

My last cruise was in 2019 ,however,I had been cruising since 1973In all that time traveling on 7 different cruise lines I never had a problem with Customer Service .

[Joebucks]

27 minutes ago, itsnowjoke said:

Funny how asking for a once in a lifetime exception is considered outrageous.🙄  In the grand scheme of things, what do you think the harm would be to trade one cruise for another?  It actually fills a cabin on short-notice, then gives them an extra week to fill the vacated one.  I am seriously looking for a downside from RCCL's point of view, I can't find any.

 

Yes, it would get crazy if everyone wanted to jump ship, constantly.  In my case, I do not have a pattern of doing this, and had asked for a one-time exception.  In dealing with RCCL's customer service, it is apparent that they have sent it offshore, and have not empowered anyone to make decisions necessary to take care of repeat customers.

 

The last cruise I took with this group was a 9-day Greek Isles cruise, it was fabulous.  Great memories.  Sorry I won't be joining them again.

 

Outside of the "world revolves around me" theory, there's the real-world. Where everyone believes their scenario needs the utmost attention. Where is the cutoff? Then cruise lines start missing out on revenue because people can drop out whenever they have a sob story. 

 

Another lesson here is the misconception of TAs being able to move the sun and the moon. 

[alfaeric]

33 minutes ago, itsnowjoke said:

Funny how asking for a once in a lifetime exception is considered outrageous.🙄  In the grand scheme of things, what do you think the harm would be to trade one cruise for another?  It actually fills a cabin on short-notice, then gives them an extra week to fill the vacated one.  I am seriously looking for a downside from RCCL's point of view, I can't find any.

 

So if you were given a once in a lifetime change that you could take, would you rather change this cruise less than 90 days out to your friends, or be able to cancel a cruise due to a family emergency a week ahead of time.  

 

You get one.  Be careful how you use it.

[alfaeric]

2 hours ago, firefly333 said:

I do think cruises are different than anything else requiring final payment 90 days ahead.

 

Not even airlines do this. Of course loyalists think this is great and we knew the rules and rush to defend. When I try to tell a newbie no refunds after final payment they look at me like I'm crazy.

 

Ive had several people tell me they are sure I'm wrong. If I'd just call the cruiseline would understand and refund or move my cruise. They cant believe I'm missing a cruise next monday and losing the money. I'm like no, that's how it is, they dont make exceptions. I fell and broke my arm, set twice. The day after my arm had surgery my mom had a stroke and now passed away. So I have big reasons for not going. I've told them if you dont have insurance no refunds. They are sure I'm wrong, the cruiseline would allow a refund   ..they think I'm wrong.

Sure, I would rather have a shorter time to cancel or change without penalty.

 

But as far as I can think of, the ONLY group that does that are many (but not all) hotel reservations.  Where some even allow cancelations up to 24 hours in advance.

 

In terms of airlines, you are wrong, as pointed out.  We just paid for a trip in June and canceling will have big penalties.  This is well in advance of 90 days.

 

Do I know why?  Not sure, but I'm betting that a lot of it is about planning and making sure resources are in place, some of which need time to reserve and make sure they are available on the date- like food.  And maybe somewhere near equal to that is to have some security of a full ship (or plane), where it could be too late to fill the X% that cancel at the last moment.

 

Does it suck? sure.  Can you deal with it, yea, I can.  I'm not going to stop cruising because of it.

[Starry Eyes]

10 minutes ago, itsnowjoke said:

I cannot argue most of your points, you are correct.  I owned most of those points in my original post.  The vindictive part comes from the awful customer service; They have you fill out an online form and promise to get back to you, ASAP.  They don't.  I'm told that I will get a call from a manager, I don't.  

 

I don't consider myself entitled, as you imply.  But for pete's sake, if you are and organization that promises follow-up, then follow up!

That you are not happy with the speed of an answer is not “vindictive.”  Furthermore are you sure they did not send the answer to your Travel Agent, who is responsible for your reservation?  If you book via a TA, you must communicate via that TA; you do not get to have it both ways.  Nor should the TA fob you off on customer service when you asked for an exception; they could have asked for you or done a conference call with you.  The answer may have been the same either way, but I think it is the TA’s job to handle this reservation (good, bad or ugly).

 

 

[Starry Eyes]

26 minutes ago, alfaeric said:

So if you were given a once in a lifetime change that you could take, would you rather change this cruise less than 90 days out to your friends, or be able to cancel a cruise due to a family emergency a week ahead of time.  

 

You get one.  Be careful how you use it.

Hmm, when that real emergency comes up, some people might say, “you made an exception to your penalty policy in the past to let me join friends, so you have set a precedent of waiving penalties.  Surely you will now waive the penalty for this more important reason”

[davekathy]

Keep in mind the OP is diamond after all. 😂🍷🧀

[angalyse]

Can anyone give me a thread to RCCL drink package prices and how it works.  Never sailed them before always on NCL  Thanks

[Ourusualbeach]

1 hour ago, itsnowjoke said:

My travel agent said hat they wanted me to pay a $1000 penalty for cancelling.  It seems exceptionally punitive, almost vindictive.

This is on your booking invoice.  

 

 

 

[not-enough-cruising]

1 hour ago, itsnowjoke said:

But you didn't ignore it, did you?🤪  Imagine -if you will- businesses such as hotels, airlines, and cruise lines establishing programs so that they can identify and take care of their best customers. Crazy, right?

Some do

 

I am a "million miler" with American Airlines, I get benefits and considerations the general public do not.  I have Noir status with MGM in Las Vegas, the benefits here exceed the general public and many aren't even published.

 

Royal extends benefits to some levels of the C&A membership that they do not extend to others, however the actions your are asking for are not extended to anyone.

Edited January 28, 2023 by not-enough-cruising