exclusive access to call center staff members

[fenton04]

listed as CAS member benefits (diamond plus).  How does that work?

[nelblu]

Not sure regarding your Q. However if you want to contact the desk, Call the C&A # 800.526.9723 when prompted press 9. 

 

[irishgal432]

The 9 function is no longer working.

[fenton04]

46 minutes ago, irishgal432 said:

The 9 function is no longer working.

• That’s what I thought.  The CAS member list of benefits might want to update that.

[firefly333]

38 minutes ago, fenton04 said:

• That’s what I thought.  The CAS member list of benefits might want to update that.

I'd like them to update a long list of stuff.

 

What restaurants are or are not included in bogo heads my list personally. I dont want to get izumi sushi side on allure and get on harmony and be told it's not included. Or wonderland. Last time I didnt even try.. tired of a different story on how it works on each ship. Price dropped on something and I was onboard and their customer service desk called. They said the higher price on a excursion was due to taxes. NO. Excursions dont have the 18% tax added. That's when I figured out myself how to go into planner and cancel stuff myself. It was a b2b so I could still cancel for the following week a excursion. 

 

I suspect they outsourced a lot of customer service. And those people just dont know. I was talking to someone who spoke like a american but lived in a Caribbean island. I'd asked her and she readily told me where she lived. I forget now which island, but they are no longer sitting up in the state of Washington like they used to. I had a dedicated person who they assigned me to book cruises and it woukd take 3 days or more for her to call me back. She said they were allowing her to now work from home. Technicians needed to come out and fix her connection. She admitted she wasnt getting messages in a timely manner. She blamed royal IT didnt set it up at her home correctly. Issues. 

 

I love my TA, if I havent told him that lately. 3 days to call back, by then the price has often changed. I dont see a way for me to put a hold on a cabin myself with royal online. With carnival it's so easy. I can look and see a cabin, and push hold. Easy as that. Days I can hold seem based on how far out the cruise is. But I can hold for 3 days and extend it so easy., royal makes so many things harder than they have to be.

 

Anytime dining make it on the app I can push a button when I want to eat, not stand in a line. The dedicated C&A number just one of many things. 

[bouhunter]

We use Casino Royale now for most reservations and service.  They're amazing.  Usually pick up the phone in 1-5 minutes and are always VERY helpful and responsive.  Never had any complaints about RCCL general or C&A phone service, but the casino folks are a step above.

[orville99]

9 hours ago, nelblu said:

Not sure regarding your Q. However if you want to contact the desk, Call the C&A # 800.526.9723 when prompted press 9. 

 

 

7 hours ago, irishgal432 said:

The 9 function is no longer working.

 

7 hours ago, fenton04 said:

• That’s what I thought.  The CAS member list of benefits might want to update that.

Dial the number and when prompted say”book a cruise”. That will connect you to a human. Ask them to transfer you to the C&A desk. Works for us.😇

[irishgal432]

6 minutes ago, orville99 said:

 

 

Dial the number and when prompted say”book a cruise”. That will connect you to a human. Ask them to transfer you to the C&A desk. Works for us.😇

Thanks!

[nelblu]

On 6/14/2024 at 3:54 PM, orville99 said:

The 9 function is no longer working.

However, someone does answer and no prompts.

[yogimax]

The "9" function used to work well.

 

My last call, without it, resulted in a 90 minute wait.  So much for rewarding those who cruise the most.

[Ashland]

On 6/14/2024 at 12:54 PM, orville99 said:

 

 

Dial the number and when prompted say”book a cruise”. That will connect you to a human. Ask them to transfer you to the C&A desk. Works for us.😇

We do this but just deal with who ever answers the book a new cruise. No need to ask for the C&A desk as all the reps can do the same thing.

[nelblu]

39 minutes ago, Ashland said:

We do this but just deal with who ever answers the book a new cruise. No need to ask for the C&A desk as all the reps can do the same thing.

I don’t think there’s anyone that’s dedicated to a specific dept.  About a couple of weeks ago I called the C&A desk and the rep could not help me as it was a Casino booking.  I was  told to call the Casino desk. So I did, however the person that answered sounded like the C&A rep.  So I asked her if she was and mentioned the name. She yes and I replied that I guess you won’t be of any help. 😜

 

I decided to call the next day.  

 

Edited June 16 by nelblu

[Sunshine3601]

On 6/14/2024 at 11:02 AM, bouhunter said:

We use Casino Royale now for most reservations and service.  They're amazing.  Usually pick up the phone in 1-5 minutes and are always VERY helpful and responsive.  Never had any complaints about RCCL general or C&A phone service, but the casino folks are a step above.

I agree 110%.    The CSR's for the casino are Awesome!    Not only are they great with hardly any wait time on the phone for reservations, they go above and beyond on helping with dinner reservations and any other needs or special requests.