Not happy with Cecilia on Voyager!

[GMoney]

Your 30th? Wow....seems like you should have gotten a free cruise for that many paid cruises! And the LA should have personally carried you piggyback on and off the ship :D !

 

The free cruise comes at 100...:)

[ehfl]

It's no big deal if you don't get the receipt....I lost my copy, and I just e-mailed the Crown and Anchor support team, right from the RCCL website, and they e-mailed a copy of the receipt right back to me. I find that if you don't whine or make a big deal, the folks at RCCL are happy to help out.

[ranchingal]

agoldstein@rccl.com Include your phone number when you email.

 

 

My credit card was charged on Thursday for $200.00 after contacting C & A. I just sent and email to the Loyalty Department and to Mr. Goldstein himself.

We'll see what if anything happens. I'll post any news.

[ranchingal]

My credit card was charged on Thursday for $200.00 after contacting C & A. I just sent and email to the Loyalty Department and to Mr. Goldstein himself.

We'll see what if anything happens. I'll post any news.

 

 

Just rec'd a telephone call from Bill Weeks @ RCCL.

My friends and family vouchers will be mailed to me.

[msunrullieone]

I think they need to revamp their system or something...Cecilia was absolutely wonderful with us. She bent over backwards to help us---we even had a lady try to cut in during our time talking with her and Cecilia was polite but firm in asking her to please wait. Hello?!

Now dont get me started about Colette on the Grandeur though!!;)

[Jimmers]

Don't recall getting anything in writing from the LA when we signed up. I do know that the charge was on our card by the time we got home just a few days later.

 

If yours didn't show up, I'd be on the phone with C&A asap.

[petel]

Just rec'd a telephone call from Bill Weeks @ RCCL.

My friends and family vouchers will be mailed to me.

 

Like so many CCers have read before: RCI is known for making things right and I'm glad they did it for you Angie. :)

 

Having spent 4 weeks on Voyager in the past two months I can say the LA was very busy. Ceclia was always very busy and remained calm most of the time that I observed her. She was clearly over taxed by the number of requests building up on her everyday. I think the work load on the larger ships coupled with the slow computer system is too much for one person even if that person is a great multi-tasker and has a photographic memory. Considering how many members of C&A are booking on board it seems to me that one LA isn't enough and hourly helpers can only do so much to lighten the load. I hope that RCI will look at the numbers and come up with a solution that recognizes how hard Cecilia tried to get us all taken care of.

["Like To Cruise"]

We were on the Jan.12th sailing of Enchantment of the Seas, on the last day, we decided to do the next cruise voucher. We went to the Loyal Ambassodor(Franklin),was told to fill out paper and leave it with him and he would leave the info with the new Loyal Ambassodor and we would have a confirmation e-mail within the next couple of days.(he was leaving ship for his vacation). We had extended our vacation and got home the following Sunday - no email. I called the post cruise number and spoke to Becca who had to contact the ship. They had no record at first. She contacted the ship again and we got a comfirmaton.My concern is we had to give our credit card info again. THEY DID NOT HAVE IT! What happened to our credit card information? This is a great concern to us and we still have no answers.What did Franklin do with our paper work? I understand he was busy and trying to get everything in order before leaving the ship but our paperwork should not have been lost especially with credit card info on it.

[cruisinbb]

Well, I had problems with Cecilia on my 12/30/07 New Years Cruise on Voyager. She questioned my Diamond Plus Status and my ammenity gift. She had sent 5 letters/invitations to my cabin which clearly show I am diamond plus. Anyway, on the last night at 10 pm, I finally got my RCI Beach Towel. did me alot of good on that cruise, NOT!

 

maybe RCI should have 2 FCC or have purser's desk help out with future cruise bookings. i wasn't about to even try and book my next cruise with her. i never saw her at her desk or at any of the cocktail HH's. she was greeting people at diamond lunch on last sea day. but for her to not return my calls for two days was unacceptable and Mr. Goldstein knows that.

 

barry

[lady_cruiser]

This makes me glad I travel in large groups and was able to get my "next cruise" discount because I book it with my TA (who was with us) before we walked off the Voyager on January 20th.

[cruisePRN]

Your 30th? Wow....seems like you should have gotten a free cruise for that many paid cruises! And the LA should have personally carried you piggyback on and off the ship :D !

 

And done all that while carrying my luggage and foo foo drink :D

[wolfcathorse]

I had no problem getting a NextCruise ressie with CIndy Dangle on Freedom. She knows her stuff. Its the computer system that is so slow, they have the same connection speed we have to put up with in their RCI On-line lounge. I think if you track down the LA as soon as your board and make a reservation that day, you may have better luck getting your confirmation in hand!

[Tinkerbellcgy]

Now dont get me started about Colette on the Grandeur though!!

 

I can second that one! I was ready to book a transatlantic as well as buying 2 future cruise vouchers. The satellites were down during my appointment time and when I went back the next day, she lost all of the information I had given her. She vehemently stated that she would find the lost information and e-mail me with the details. I left the ship in early December and I am still waiting for her e-mail. Thank goodness my credit card info was not given to her or it may have fallen into the wrong hands. Hmmmm, maybe she put it in a bottle and threw it overboard! LOL

 

I called C & A about a month later to lodge a complaint about what had happened on the Grandeur with Collette. I spoke with a rep named Cindy who advised me she would look into the situation further and e-mail me back with a response. I didn't get that e-mail either. It's becoming obvious to me that RCI really doesn't care if you book further cruises or not and they certainly lack in ensuring the customer is treated with courtesy or kept in the loop.

[ranchingal]

I can second that one! I was ready to book a transatlantic as well as buying 2 future cruise vouchers. The satellites were down during my appointment time and when I went back the next day, she lost all of the information I had given her. She vehemently stated that she would find the lost information and e-mail me with the details. I left the ship in early December and I am still waiting for her e-mail. Thank goodness my credit card info was not given to her or it may have fallen into the wrong hands. Hmmmm, maybe she put it in a bottle and threw it overboard! LOL

 

I called C & A about a month later to lodge a complaint about what had happened on the Grandeur with Collette. I spoke with a rep named Cindy who advised me she would look into the situation further and e-mail me back with a response. I didn't get that e-mail either. It's becoming obvious to me that RCI really doesn't care if you book further cruises or not and they certainly lack in ensuring the customer is treated with courtesy or kept in the loop.

 

I would definitely call them back. Follow up with an email to C & A and Mr. Goldstein. I was pleasantly surprised with two phone calls today. Problems solved. NextCruise is booked. Rep told me they are experiencing many issues with the program and are trying to fix the problems. Try again.

[jaxon41]

It isn't only Voyager OR NextCruise.....

 

 

The LA on Enchantment in January screwed up my 2 bookings...of close to $6000.00! And went on vacaction.(figures!)..took me 4 phone calls totalling 3 hours on the phone, and two faxes before i got a person in customer service with a brain to fix it......they charged the deposit to the wrong CC, gave the wrong booking number to the Chief Purser for the booking deposit i paid in cash (won enough in the casino!!), never charged the correct amount for the OTHER cruise and I had to fix t!

 

Needless to say, THAT mess was also included in the missive i mailed to mr goldstein.....if the LAs don't want to do their jobs......

 

(however, 2 prior LAs and a helper LA were very nice!)

 

Deja vu for me. I had trouble with the LA on Enchantment in November -- sure sounds similar! Just a few days ago, I got around to sending Mr. Goldstein a letter - 4 pages and I tried to be brief about the fiasco. I don't even remember how many people I burned through trying to find one to fix it -- the LA didn't book the proper cabin (an easy fix) but then charged me for some other person's booking. When I dicovered the double charge, and disputed it, my booking was cancelled and my money on some other person's booking stayed. Then their resolutions person wanted me to call some unknown TA to retrieve the money they had taken of mine to put on that reservation! To date, the whole thing has not been totally resolved as I have tried repeatedly to get an updated invoice showing obc and balcony credit, and have yet to receive one.

 

Do you get friends and family certificates only on the next cruise option, or for booking a specific cruise, as I didn't get any, and could use them for others who are to sail on this cruise. Franklin -- yep, that was the LA.

[ranchingal]

Deja vu for me. I had trouble with the LA on Enchantment in November -- sure sounds similar! Just a few days ago, I got around to sending Mr. Goldstein a letter - 4 pages and I tried to be brief about the fiasco. I don't even remember how many people I burned through trying to find one to fix it -- the LA didn't book the proper cabin (an easy fix) but then charged me for some other person's booking. When I dicovered the double charge, and disputed it, my booking was cancelled and my money on some other person's booking stayed. Then their resolutions person wanted me to call some unknown TA to retrieve the money they had taken of mine to put on that reservation! To date, the whole thing has not been totally resolved as I have tried repeatedly to get an updated invoice showing obc and balcony credit, and have yet to receive one.

 

Do you get friends and family certificates only on the next cruise option, or for booking a specific cruise, as I didn't get any, and could use them for others who are to sail on this cruise. Franklin -- yep, that was the LA.

 

My understanding is that you get the friends and family certs only with the Next Cruise bookings. I've never been offered them with any other onboard bookings.

[Briton]

... and so it continues folks.

 

In these matters RCI is is consistently inconsistent.

 

C&A gives answers depending on who you speak with. 'Customer service' gives answers depending on who you speak with. The LA will either DO as they say they are going to or they won't. It's pretty difficult to get the straight dope on the first go round.

 

I finally emailed Fain and Goldstein. I sent them the url to this thread. This was yesterday evening at about 19:30 eastern.

 

This morning at 08:30 eastern I had a telephone call from "Jessy" who is one of the supervisors at the C&A group.

 

Things, according to Jessy, are going to be changing. He acknowledged that the LAs can have a high workload.

 

I suggested that they might consider reading the posts on CC regarding their cruise line. He thought that was a good idea (I thought this was already being done).

 

We'll see.

[jst]

We were on AOS last fall the LA did fine and he is on the same size ship, when it got real busy and second person helped out. They were very efficient and not only handled everything while we were at the desk, but sent a thankyou etc., to our cabin.:) We will be on VOS in two weeks and will need to book while on board, so I hope their solution is a new LA. Thanks for posting all your information, and like you I thought they did read these comments?

[vickiw0318]

Alex on the Radiance did a great job for us. I did notice at one time, at least, Wilfredo (the concierge) was helping out.

[jaxon41]

... and so it continues folks.

 

In these matters RCI is is consistently inconsistent.

 

C&A gives answers depending on who you speak with. 'Customer service' gives answers depending on who you speak with. The LA will either DO as they say they are going to or they won't. It's pretty difficult to get the straight dope on the first go round.

 

I finally emailed Fain and Goldstein. I sent them the url to this thread. This was yesterday evening at about 19:30 eastern.

 

This morning at 08:30 eastern I had a telephone call from "Jessy" who is one of the supervisors at the C&A group.

 

Things, according to Jessy, are going to be changing. He acknowledged that the LAs can have a high workload.

 

I suggested that they might consider reading the posts on CC regarding their cruise line. He thought that was a good idea (I thought this was already being done).

 

We'll see.

 

The quick reponse to your email is interesting -- I sent a snail mail to Goldstein, with a cc to Fain about the mega mess on my reservation, and have not heard a thing. 4 months and counting for a proper invoice.

[jaxon41]

My understanding is that you get the friends and family certs only with the Next Cruise bookings. I've never been offered them with any other onboard bookings.

 

Thanks for the info -- I wonder why they only give them with next cruise option.

[camreesmom]

Beware of trying to book "Next Cruise" on Voyager. We were on the January 13th sailing and on Tuesday I went to Cecilia's desk to inquire about "Next Cruise". She gave me for form to fill out and said to just bring it back to her at any time. I filled it out and put my credit card number on it.

 

Two days later I realized that I didn't have any kind of a receipt or booking number from Cecilia. I stopped back by her desk and she said, "they were really behind but it would be delivered to our cabin".

 

On Friday we had a message on our cabin phone from someone working in Cecilia's department who said that the confirmation would be delivered to our cabin by the end of the cruise.

 

Well you guessed it, it was never delivered. We've been home a couple of weeks now and I haven't heard anything. I thought that they would follow-up by mail but nothing so far.

 

So if you book a "Next Cruise" do not leave her desk without confirmation.

 

Hi Lanie,

 

We were on the same Voyager sailing as you and had just as many problems with Cecilia. Granted, she was very busy but I didn't get why they had a RCCL employee standing there at the entrance to the C&A lounge. She was just standing there. You would think they would have had this employee handing out the Next Cruise forms at the very least.

 

I think the only reason that we got our Next Cruise forms and our Friends & Family certificates was because we didn't give up. We were walking around the ship taking pictures on the last night and DH saw Cecilia at her desk and asked her about our forms again. This was around 1am. We booked three Next Cruises and 2 of our certificates showed up around 3:30am and the other was there in the morning with our account statement.

 

One LA/FCC is definitely not enough for a ship this size!

[traveler/]

"Nextcruise" has worked well for me.

I get an appointment with the LA ASAP, and combine the nextcruise booking with another regular booking if possible. I bring with me all the information I need to the booking and know what I want to accomplish, so everything goes smoothly. I only put my name on the nextcruise and pay $100. (I add my wife later at the real booking time). I get a copy of the booking with an ID # before I leave the LA's desk. All the postings on CC about the program in the past have helped me figure out the best way for me to use the program. Thanks.

BTW, you can go online onboard to the RCL internet website for free to check out cruise information.

I think "Nextcruise" is a great program, some cruisers have had some problems or misunderstandings with it. Let RCL know, and hopefully it will improve.

[rt1092]

I wonder if they could allow you to book the next cruise option via the onboard computers. This way you could see the result in your seapass before leaving the ship

It would free up a lot of time for the LA's.

[camreesmom]

That was one question we had.........why couldn't we just charge the Next Cruise deposit to our SeaPass account? We booked 3 of the next cruises with only one person's name on each of them so we only tied up $300 instead of $600.