Who is in charge of Royal's Customer Service Department??

[cookie1961]

Hi everyone,

 

I am a Canadian who booked a 2007 cruise in Canadian funds, less than 45 days of that sailing opening. It should have entitled me to a $99 discount. I have made several calls to Royal and I have been informed time and time again that they were really far behind and yes I would be receiving this rebate. Yesterday I was transferred over to a Resolution Specialist. She checked with three different people and told me I don't qualify for two reasons:

 

1. I booked in Canadian funds. When I booked the sales person did not express I wouldn't get the refund because I booked in Canadian funds. I could have booked in US funds if that was the case. Also the special appears on the Canadian site so why would they do that?

 

2. My sailing is a holiday sailing and apparently holiday sailings are NOT included in that either. I went over all the stipulations on the site and NOWHERE does is say you have to book in US funds, nor that holiday sailings are NOT included.

 

I am really frustrated because I keep getting different stories and I feel that I was misled for a couple of weeks. I am not happy with the answers I received yesterday from the Resolution Specialist but she made is seem that I have no other recourse but to suck it up and I definitely don't qualify for that rebate. If the rules to spelled out clearly, then I could understand but I feel they have misled many people, especially Canadians who booked in Canadian funds. It's like they dangle a carrot in front of you on the site, no mention of the stipulations, then after you spend literally HOURS on the phone to trying to resolve the issue, they tell you you don't qualify.

 

I am wanting the name and an email address for the person in charge of Royal's Customer Service Department. I feel I really need to express my deep disappointment in how this issue has been handled by their department.

 

Thanks so much everyone,

 

Teri

[Nitra]

From what I read this offer is being extended because Americans are going to be required to have a passport starting the first of 2007. They even say in the first paragraph of the fine print the 99 may be used to purchase a passport, it also says offer in US dollars.

 

I understand your frustration too, and from what I know, RCCL runs their own CS department. I went on the TA side to dig around but ran out of time, I have to head off to work right now. I wanted to see if they gave more info on that side than on the public side. Below is what it states on the public side which would lead me to question if it is valid if you pay in CAD.

 

 

 

 

*$99 off per stateroom for all categories on all Bahamas, Bermuda, Caribbean and Mexico sailings or $99 can be used toward the purchase of a passport. Reservation window for each destination offer will be 45 days from the deployment opening date.

 

Terms & Conditions: To take advantage of these offers, call your travel agent or call 888-446-7908 and reserve your cruise within 45 days of open for reservations dates listed herein. New reservations with names and deposit must be made within 45 days of open for reservations dates for discount offer to be applicable. Prices are in U.S. dollars and valid for Royal Caribbean International select sail dates and itineraries (April 2007- April 2008 new deployment for Caribbean, Bahamas, Mexico & Bermuda). Itineraries and pricing are subject to availability and may change without prior notice. Certain restrictions apply. Offer may be withdrawn at any time without notice. Guests who reserve on select sailings and itineraries (April 2007- April 2008 new deployment for Caribbean, Bahamas, Mexico & Bermuda) will automatically have a $99 saving applied per stateroom to their reservation. Limit one $99 saving per stateroom. Savings are in U.S. dollars, are not redeemable for cash and not transferable. Offer may be withdrawn at any time. The offer cannot be used with certain restricted fares. This members-only offer applies to all categories, unless otherwise noted. These offers are valid only for use by the recipient addressed herein. Offer is not combinable with any other promotion or offer unless expressly stated therein. Discount applies on a per-stateroom basis; double occupancy. Singles paying 200% are entitled to full face value. Royal Caribbean International will automatically deduct the $99 per stateroom saving within two weeks of the date reservation is made. A confirmation will be sent within three weeks of the date reservation is made. If name change occurs additional charges may occur.**

[cookie1961]

Hi Nitra,

 

Thanks for your reply and I appreciate you understanding my frustation with this issue. We Canadians also require passports to cruise as well. Nowhere does it say it's ONLY for Americans.

 

If, when I booked, the agent stated only if I paid in US funds would I qualify for the rebate, I may have paid in US funds. When other coupons are offered in USD, they prorate it and apply it to our accounts in Canadian funds. What's so different this time.

 

Does anyone have a contact name and email address for the leader of Royal's Customer Service Department?

 

Thanks,

 

Teri

[parrotthead]

Cookie, I dont know if this will work, but if you are C&A member, you might try that email addy or phone #...maybe worth a try...I too dont see where it stipulates not for Canada residents...good luck

[cookie1961]

Parrothead,

 

Thanks so much for your advice. I did contact C & A. They were not able to help me either.

 

I am still seeking a name and email address for the person in charge of Royal's customer service Department. I really feel I need to express my concern regarding the arbitrary rules they have implement. I know for a fact that people who are booked on a holiday booking did in fact get the rebate.

 

Teri

[mdmourges]

My recollection is that I rec'd this offer by mail and in the mailing it too said select sailing (as noted in one of the previous posts) and then provide a list of what sailings qualified. It did not include holiday sailings, which are almost always excluded from any type of RCCL discount programs. I am now over 50 so my recollection may be suspect. lololo

 

Mark

[Obaybee..tryingthisagain]

Teri,

I don't know if this name and title will help you but I will include it here and you can determine whether or not she is who you need to contact.

The incident I had last year was regarding reservations I made for 18 people on FOS. The agent that took them was AWOL apparently. I tried for 2 months to contact him and got answering machines. Seeing as how we were spending over $35,000.00 I expected at least a call back. Any way, that issue was resolved by "Dana, Guest Vacation Sales Agent specialist" via phone. Crown and Anchor followed up as well to make sure my concerns were addressed. The C&A contact was Doris Wilhelm

Customer Service Representative

 

I am happy with the agent I am now using.

I love RCCL. I would love them even more if they would do something about the Customer Service reps that answer phones.

Hope that helps.

[pcur]

Sorry, I can't help you with your $99-off problem, but I do agree with you about the inconsistencies in their CS department. We had a bad experience ourselves last year.

 

My TA has been telling me for years that RCCL's CS is the WORST. She works for a big cruise-booking agency, and she says NONE of the other cruise lines are as bad.

 

I keep hoping that whomever at RCCL checking these kinds of threads will pay attention, because the amount of people on CruiseCritic that complain has grown HUGELY in the last 3 years. Lots and lots more people complaining, and we on this board are their most frequent pax.

 

Hope they clean things up sometime soon; at least to be consistent.

[Cruise-Nut]

Teri,

I don't know if this name and title will help you but I will include it here and you can determine whether or not she is who you need to contact.

The incident I had last year was regarding reservations I made for 18 people on FOS. The agent that took them was AWOL apparently. I tried for 2 months to contact him and got answering machines. Seeing as how we were spending over $35,000.00 I expected at least a call back. Any way, that issue was resolved by "Dana, Guest Vacation Sales Agent specialist" via phone. Crown and Anchor followed up as well to make sure my concerns were addressed. The C&A contact was Doris Wilhelm

Customer Service Representative

 

I am happy with the agent I am now using.

I love RCCL. I would love them even more if they would do something about the Customer Service reps that answer phones.

Hope that helps.

 

If you are spending $35,000 on 18 people, you won't mind two more would you. What's another $4,000? HAHA

 

I always go through RCCL for my reservations and have never had an issue. C&A I am sure would have taken care of the issue. Sorry to hear the problems you had.

[Obaybee..tryingthisagain]

LOL..sure come on what's one more? :D

Actually the number we actually ended up with is 11.

We have 2 OS 1 RFS and 1 promenade cabin. Originally we had the above plus 2 JS.

I am excited to see what FOS is like. This will be our last *graduation* cruise. Every year a child or niece/nephew graduate High School my sister and I take the crew on a cruise. My son who is 21 is Platinum already LOL.

[Merion_Mom]

My recollection is that I rec'd this offer by mail and in the mailing it too said select sailing (as noted in one of the previous posts) and then provide a list of what sailings qualified. It did not include holiday sailings, which are almost always excluded from any type of RCCL discount programs. I am now over 50 so my recollection may be suspect. lololo

 

Mark

Mark, nowhere in the offer does it state that holiday sailings are excluded. When you click on the $99 offer link, and click on the included cruises, the holiday sailings come up, at least mine does.

 

I still haven't had my $99 credited to my account, but I haven't been told that I won't be getting it.

[AFT_LOVER]

jberkheimer@rccl.com

 

 

 

Hi everyone,

 

I am a Canadian who booked a 2007 cruise in Canadian funds, less than 45 days of that sailing opening. It should have entitled me to a $99 discount. I have made several calls to Royal and I have been informed time and time again that they were really far behind and yes I would be receiving this rebate. Yesterday I was transferred over to a Resolution Specialist. She checked with three different people and told me I don't qualify for two reasons:

 

1. I booked in Canadian funds. When I booked the sales person did not express I wouldn't get the refund because I booked in Canadian funds. I could have booked in US funds if that was the case. Also the special appears on the Canadian site so why would they do that?

 

2. My sailing is a holiday sailing and apparently holiday sailings are NOT included in that either. I went over all the stipulations on the site and NOWHERE does is say you have to book in US funds, nor that holiday sailings are NOT included.

 

I am really frustrated because I keep getting different stories and I feel that I was misled for a couple of weeks. I am not happy with the answers I received yesterday from the Resolution Specialist but she made is seem that I have no other recourse but to suck it up and I definitely don't qualify for that rebate. If the rules to spelled out clearly, then I could understand but I feel they have misled many people, especially Canadians who booked in Canadian funds. It's like they dangle a carrot in front of you on the site, no mention of the stipulations, then after you spend literally HOURS on the phone to trying to resolve the issue, they tell you you don't qualify.

 

I am wanting the name and an email address for the person in charge of Royal's Customer Service Department. I feel I really need to express my deep disappointment in how this issue has been handled by their department.

 

Thanks so much everyone,

 

Teri

[AFT_LOVER]

and we are being told we get no $99 credit since ALaska isn't a port. It is listed in their ad! Then they tell me I booked onboard so I don't get it & it tells you to do it in the ad.

[cookie1961]

MACOP,

 

Thanks soooooooo much for that email address. I will certainly be sending off my letter of disappointment. I know it's only $99 but I can't believe the run around everyone is getting for it. I need and want some clarification :)

 

I will keep everyone posted.

 

Teri

[cookie1961]

MACOP,

 

I just sent off the letter and it bounced back :( Could the address be incorrect?

 

Teri

[mrgabriel]

I always get great results when I go to the company's financials, get the phone number for corporate office, and speak to the assistant to the CEO. Sometimes the contact information is on their website, other times you have to go through Edgar Online and read their SEC filings).

[PH8]

Mark, nowhere in the offer does it state that holiday sailings are excluded. When you click on the $99 offer link, and click on the included cruises, the holiday sailings come up, at least mine does.

 

I still haven't had my $99 credited to my account, but I haven't been told that I won't be getting it.

 

This is what i see...........is there anywhere that lists the specific cruises??(BTW--I am still waiting for mine...I booked on May 11th..I do know others on my cruise got theirs already,but they did book May 2nd)

 

*$99 off per stateroom for all categories on all Bahamas, Bermuda, Caribbean and Mexico sailings or $99 can be used toward the purchase of a passport. Reservation window for each destination offer will be 45 days from the deployment opening date.

 

Terms & Conditions: To take advantage of these offers, call your travel agent or call 888-446-7908 and reserve your cruise within 45 days of open for reservations dates listed herein. New reservations with names and deposit must be made within 45 days of open for reservations dates for discount offer to be applicable. Prices are in U.S. dollars and valid for Royal Caribbean International select sail dates and itineraries (April 2007- April 2008 new deployment for Caribbean, Bahamas, Mexico & Bermuda). Itineraries and pricing are subject to availability and may change without prior notice. Certain restrictions apply. Offer may be withdrawn at any time without notice. Guests who reserve on select sailings and itineraries (April 2007- April 2008 new deployment for Caribbean, Bahamas, Mexico & Bermuda) will automatically have a $99 saving applied per stateroom to their reservation. Limit one $99 saving per stateroom. Savings are in U.S. dollars, are not redeemable for cash and not transferable. Offer may be withdrawn at any time. The offer cannot be used with certain restricted fares. This members-only offer applies to all categories, unless otherwise noted. These offers are valid only for use by the recipient addressed herein. Offer is not combinable with any other promotion or offer unless expressly stated therein. Discount applies on a per-stateroom basis; double occupancy. Singles paying 200% are entitled to full face value. Royal Caribbean International will automatically deduct the $99 per stateroom saving within two weeks of the date reservation is made. A confirmation will be sent within three weeks of the date reservation is made. If name change occurs additional charges may occur.**

 

and we are being told we get no $99 credit since ALaska isn't a port. It is listed in their ad! Then they tell me I booked onboard so I don't get it & it tells you to do it in the ad.

I didnt think Alaska was a qualifying one...:confused:

[Clarksfan1]

http://www.yesnet.yk.ca/schools/wes/projects/sofie_class_page/jannel_web_page/images/ill-monkey.gif

 

Hope this helps.

[ChoosinCruisin]

Hi everyone,

 

the person in charge of Royal's Customer Service Department.

 

Teri

 

Have you seen the advertisement for Career Builder.com with all the chimps running the business? I think they shot that commercial at RCI.

[cookie1961]

Clarksfan1 and ChoosinCruisin,

 

LOL. Thanks so much for the needed comic relief :)

 

Parrothead--On the Canadian website you click the icon where they discuss the discount and all the APPARENT valid cruises will appear. From another post, I noted that people who booked on the same date as myself, May 13th received the rebate and that is what prompted my follow up call this past Thursday with Royal.

 

mrgabriel--Thanks for the information. I will try and follow up on this matter. I will certainly keep everyone posted.

 

Thanks,

 

Teri

[AFT_LOVER]

Her last email to me about the check I am getting for my injured foot has her email address as:

 

cfeedcci@celebritycruises.com

 

 

MACOP,

 

I just sent off the letter and it bounced back :( Could the address be incorrect?

 

Teri

[cookie1961]

MACOP,

 

Thanks for the information. Can I get a first name for j berkheimer. I will send her an email at cfeedcci@celebritycruises.com to her attention.

 

Again, I iwll keep everyone posted :)

 

Teri

[AFT_LOVER]

Good Luck!

 

 

MACOP,

 

Thanks for the information. Can I get a first name for j berkheimer. I will send her an email at cfeedcci@celebritycruises.com to her attention.

 

Again, I iwll keep everyone posted :)

 

Teri

[cookie1961]

Thanks again MACOP. I just sent off a letter for all the Cruise Critic members. We'll see what she has to say :)

 

Teri