RCL Customer Service/Ethics Have Vanished - Time to make a move

[fenton04]

15 minutes ago, BND said:

I don't think "tweakers" means what you think it does.

I was a little shocked myself of the use of “Tweaker”. Since you brought it up.

Edited September 30, 2023 by fenton04
Spell

[la_croisiere_s'amuse]

17 minutes ago, BND said:

I don't think "tweakers" means what you think it does.

 

2 minutes ago, fenton04 said:

I was a little shocked myself of the use of “Tweaker”. Since you brought it up.

I had to look it up. Ummm ... yeah ... 😲

[BecciBoo]

53 minutes ago, iscruisingdunzo said:

reflects on their ethical character

Ethics is agreeing to the terms of your contract which they did and you should.  Please...........OK done with this.....

Edited September 30, 2023 by BecciBoo

[Ocean Boy]

2 hours ago, BecciBoo said:

Ethics is agreeing to the terms of your contract which they did and you should.  Please...........OK done with this.....

I agree with your point. However, other than cruising, how many of us agree to pretty much abrogate all of our rights in order to engage in some  activity? As I have said in the past, when it comes to the cruise contract, if you think you have any rights then you obviously have not read it.

[Sunshine3601]

3 hours ago, iscruisingdunzo said:

What are all the tweakers confused about? RCL is operating a ship with known engine issues, and issues they have known about for some time. They were/are selling cruises with itineraries that they know they cannot make happen due to the performance issues. This clearly is a poor business choice and reflects on their ethical character. This is not right.

 

AND 

 

If they are selling cruises and know for a fact they will be changing the itinerary BEFORE the final payment is due, they should be communicating this to their customers and provide full refunds if the customers request them. But they are not. Not the most ethical thing to do in my book, but to each their own.

You seem to be in yhe know, Exactly how long have they known about engine trouble?

 

Have you given any thought to they may be trying to repair it to avoid itinerary changes.  Maybe they are waiting on parts?

 

Good teaching lesson for children to learn not everything goes as planned for anything in life.  Again, I'm sure they will have fun at CocoCay.  IMO, Atlantis isn't all that great anyway.

 

Also, have you since realized the day you initially called royal was the same day they were working out the change details so no fault of the phone reps to have no idea what was happening.

 

[Ocean Boy]

26 minutes ago, Sunshine3601 said:

 

Good teaching lesson for children to learn not everything goes as planned for anything in life. 

 

Oh now you are dating yourself as being part of my generation. Now if things don't go your way you need to find the person who's fault it is and sue them.

[fenton04]

When in trouble,

orin doubt,

run in circles,

scream and shout.

an old poem taught in Med Tech school.  I think.

[notscb]

On 9/28/2023 at 12:34 PM, iscruisingdunzo said:

I have the same issue as the OP. And I just checked the website and it states that the same ship is going to NASSAU 1 week later on the 11/19 sailing. 

 

Anyone else noticing that @iscruisingdunzo and OP @rockon391 are the same person but keep forgetting to switch their account for the reply they are giving 🤣🤣🤣 (see post #4 and #6 as proof).

 

I'm amused 🙂

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

1 hour ago, Sunshine3601 said:

Also, have you since realized the day you initially called royal was the same day they were working out the change details so no fault of the phone reps to have no idea what was happening.

In my opinion, if they have no idea of what is happening, SAY that.  Don't make up excuses.  Taking the OP at face value, saying "weather" is causing a port skip six weeks in the future makes absolutely NO sense.  I mean, maybe, if a hurricane went through the island within the last week or so, it may not be ready to handle ships within six weeks, that might be valid.  

 

The answer from the CSR should have been "I'm sorry, I don't have a reason for the skipped port at this time.  You're welcome to call back later and we might have more information."  *** OR *** give the actual reason... "because of engine problems, the ship can't go as fast as it needs to in order to reach all the ports safely."  what you DON'T do is make up a reason. 

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

1 minute ago, notscb said:

 

Anyone else noticing that @iscruisingdunzo and OP @rockon391 are the same person but keep forgetting to switch their account for the reply they are giving 🤣🤣🤣 (see post #4 and #6 as proof).

 

I'm amused 🙂

If you would have read the thread, you would have seen this being mentioned multiple times.  

[notscb]

3 minutes ago, S.A.M.J.R. said:

If you would have read the thread, you would have seen this being mentioned multiple times.  

I kept reading and did see that, I'm still very much amused by it.

[Ocean Boy]

5 minutes ago, S.A.M.J.R. said:

In my opinion, if they have no idea of what is happening, SAY that.  Don't make up excuses.  Taking the OP at face value, saying "weather" is causing a port skip six weeks in the future makes absolutely NO sense.  I mean, maybe, if a hurricane went through the island within the last week or so, it may not be ready to handle ships within six weeks, that might be valid.  

 

The answer from the CSR should have been "I'm sorry, I don't have a reason for the skipped port at this time.  You're welcome to call back later and we might have more information."  *** OR *** give the actual reason... "because of engine problems, the ship can't go as fast as it needs to in order to reach all the ports safely."  what you DON'T do is make up a reason. 

I could not agree with you more.

[Sunshine3601]

16 minutes ago, S.A.M.J.R. said:

In my opinion, if they have no idea of what is happening, SAY that.  Don't make up excuses.  Taking the OP at face value, saying "weather" is causing a port skip six weeks in the future makes absolutely NO sense.  I mean, maybe, if a hurricane went through the island within the last week or so, it may not be ready to handle ships within six weeks, that might be valid.  

 

The answer from the CSR should have been "I'm sorry, I don't have a reason for the skipped port at this time.  You're welcome to call back later and we might have more information."  *** OR *** give the actual reason... "because of engine problems, the ship can't go as fast as it needs to in order to reach all the ports safely."  what you DON'T do is make up a reason. 

Yes, I definitely agree.

 

Unfortunately most phone reps, especially those working  from home in other countries have no idea how to handle these calls.   

 

[Ocean Boy]

2 minutes ago, Sunshine3601 said:

Yes, I definitely agree.

 

Unfortunately most phone reps, especially those working  from home in other countries have no idea how to handle these calls.   

 

You can only blame management for whom they hire and lack of training.

[Tree_skier]

38 minutes ago, Ocean Boy said:

You can only blame management for whom they hire and lack of training.

This is really where the problem lies.  I had an incident at Cococay when we were there back in March.  After returning with my drink order I had the server tell me I couldn't use my diamond drinks on the island and she had to charge me.  Of course I know this is non-sense and told her so.  She proceeded to argue with me explaining some big convoluted story about different ships being in port at the same time...  I was annoyed so I snapped back a little but felt bad about it afterwards.  It wasn't her fault. It was the fault of whoever should have trained her and whoever her immediate supervisor was.  Something as simple as that would never have been an issue if she had been given sufficient training.

 

The CSR's lack of knowledge is probably Royal's biggest weakness.

[Sunshine3601]

18 minutes ago, Tree_skier said:

This is really where the problem lies.  I had an incident at Cococay when we were there back in March.  After returning with my drink order I had the server tell me I couldn't use my diamond drinks on the island and she had to charge me.  Of course I know this is non-sense and told her so.  She proceeded to argue with me explaining some big convoluted story about different ships being in port at the same time...  I was annoyed so I snapped back a little but felt bad about it afterwards.  It wasn't her fault. It was the fault of whoever should have trained her and whoever her immediate supervisor was.  Something as simple as that would never have been an issue if she had been given sufficient training.

 

The CSR's lack of knowledge is probably Royal's biggest weakness.

Most definitely.   Well said.

 

Another example on disembarkment last Sunday we witnessed a couple be told her partner could not take his wheelchair through the immigration line.   They asked if he could walk just a couple feet.  She said yes but he cannot stand for long.   They proceeded to take his wheelchair and said they would meet on the other side.

While our line did not move for more than 15 or 20 minutes.   The wife propped her husband up against the wall to prevent him from falling.   While waiting others in wheelchairs and scooters were escorted past us and zipped through the immigration process.   The couple was furious and asked another crew member for his wheelchair to be brought back.   They had no idea why someone would have said wheelchair wasn't allowed.   Such a disgrace.   All of us in line couldn't believe what we witnessed.

[not-enough-cruising]

7 minutes ago, Sunshine3601 said:

Most definitely.   Well said.

 

Another example on disembarkment last Sunday we witnessed a couple be told her partner could not take his wheelchair through the immigration line.   They asked if he could walk just a couple feet.  She said yes but he cannot stand for long.   They proceeded to take his wheelchair and said they would meet on the other side.

While our line did not move for more than 15 or 20 minutes.   The wife propped her husband up against the wall to prevent him from falling.   While waiting others in wheelchairs and scooters were escorted past us and zipped through the immigration process.   The couple was furious and asked another crew member for his wheelchair to be brought back.   They had no idea why someone would have said wheelchair wasn't allowed.   Such a disgrace.   All of us in line couldn't believe what we witnessed.

Royal Caribbean has zero affiliation with the folks in immigration

[Merion_Mom]

On 9/28/2023 at 5:37 PM, iscruisingdunzo said:

haha. To make this right all they had to do was go to Nassau a different day...

 

I would really love to find out just how many people WANT to go to Port Canaveral. The fact this is even a stop for anything other than a cruise start/departure is astonishing. 

 

Your family is disappointed that they won't get to go to Atlantis?

 

On the cruises with Port Canaveral cancelled, there are families who are disappointed that they won't get to Disney World or Universal.

 

 

[Ocean Boy]

6 minutes ago, Merion_Mom said:

 

Your family is disappointed that they won't get to go to Atlantis?

 

On the cruises with Port Canaveral cancelled, there are families who are disappointed that they won't get to Disney World or Universal.

 

 

No idea how you adequately do either one of those during a cruise stop.

[Merion_Mom]

4 hours ago, Ocean Boy said:

I agree with your point. However, other than cruising, how many of us agree to pretty much abrogate all of our rights in order to engage in some  activity? As I have said in the past, when it comes to the cruise contract, if you think you have any rights then you obviously have not read it.

 

Every website on the world wide web?

[Ocean Boy]

1 minute ago, Merion_Mom said:

 

Every website on the world wide web?

Everyone knows you go on the internet at your own risk. If you don't know that then you shouldn't be on it.

[Sunshine3601]

2 hours ago, not-enough-cruising said:

Royal Caribbean has zero affiliation with the folks in immigration

Yes, I understand that but we were still on the ship on deck 5 as immigration officers boarded the ship to clear us.

It was a royal crew member that was forming the lines that told the couple no wheelchairs.   Ridiculous, as even an immigration officer stood there shaking his head in disbelief.

Edited October 1, 2023 by Sunshine3601

[Merion_Mom]

1 hour ago, Ocean Boy said:

Everyone knows you go on the internet at your own risk. If you don't know that then you shouldn't be on it.

Which is the point.

[fenton04]

Despite popular belief the internet is not free.

[ReneeFLL]

On 9/28/2023 at 5:38 PM, iscruisingdunzo said:

I still have not had a call back, but they stated to me that it was because of safety concerns. Either way between the other thread and my multiple responses from different RCL staff members, they are lying about something.

Since they are saying it’s a propulsion issue they really aren’t lying to you when they say it’s a safety issue. If they are short an engine and they push the other 3 to keep up the speed it could result in overheating and possibly a fire or other problems. Yes, they should have come right out to say it’s due to propulsion, but they chose otherwise. Try pushing your car engine to far and see what happens.

 

Edited October 1, 2023 by ReneeFLL