Another Next Cruise Tale

[hockeyucf]

I keep meaning to post this, no time like the present, right? Sorry in advance if this is long, it's convoluted. Also this is NOT a complaint, just sharing an experience so please don't flame me.

 

My husband and I booked a RCI NC on a Celebrity cruise in April- we were told verbally that the OBC for 9 days+ was $100, but the paper we filled out said $200, so we had the purser's desk make us a copy of the original sheet, just in case. We were told by the onboard specialist that RCI would send us our certificate and 2 family&friends certificates good if someone booked on the same cruise as us.

 

The day we got back, my parents decided that we should go on a family cruise to Canada over the summer. We waited for the certificates... And waited... And waited. Finally I called RCI and they said that our booking number had been cancelled, but no problem because they could reinstate it. At that point, I also had the booking number so that we could book the cruise. We booked through a TA, using my NC# and linked it to my mom's reservation.

 

Again, I wait for the certificates to arrive by mail, but nothing. I called customer service again (they transferred me to a different department, though I don't remember which one) and they said that we wouldn't be receiving those certificates after all because Celebrity doesn't have the authority to do family & friends certificates for RCI (even though we specifically booked an RCI next cruise). I explained that the paper we booked under specifically stated that we would receive 2 certificates so they could get the same OBC as us. Somewhere around this point I was told that they'd have to check with a supervisor and that they'd call back in 20 minutes... About a week later, I decided to call back and follow up when we'd not received a phone call. This time, the rep said that they would honor it just this once and would apply the OBC to both cabins.

 

My mom calls her TA to check on the status of our OBC, and of course it's wrong. There's $100 on each account- which is a start, but still not right. I call customer service again and am told that it's $100, and that is was decreased from $200 months ago. I explained that even if that was the case, I wanted the paper I had to be honored- those were the terms we signed up under. I offered to fax the paper, and the guy said he'd bring it to his supervisor and call back.

 

This time I didn't wait long for him to call back- I called back in about an hour and got a different rep- the other guy had gone home for the day. After searching for the fax, the new rep found it on the old rep's desk. Unfortunately, she couldn't read the ONE part that I needed her to see, because the print was too small. She took it back and forth to her supervisor for about 45 minutes and they finally agreed to honor the terms. She read me the riot act and told me that this was a one time deal as courtesy. I said no problem, I just wanted the paper to be honored.

 

My mom called the TA the next day, and our story (thus far) comes to a happy conclusion. We will check with the purser's desk just as soon as we board, believe me!

 

I AM NOT posting this to complain, because they did ultimately honor the terms we booked under. I have no beef with RCI, and we're not going to quit the line etc. etc. etc. However, we won't make the same mistake of trying to book across lines within cruise families. I knew when this started that it would take some perseverance to get right, but no problem, as it's worth $400 to us. Just wanted to share as a cautionary tale and to let you know that it might take work to get all the kinks worked out. :D

 

Happy sailing!

[*Sparkle*]

I have read horror stories about the "Next Cruise" offer. I am going on my first RCL cruise in December and i really want to purchase a next cruise certificate. I have to remember

 

1. Read all the forms

2. Make sure my transaction is completed before I leave the desk

3. Request my friends and family certificate

4. Hold on to all paperwork until I actually cruise

 

 

Am I forgetting anything? LOL

[cruisenfever]

I have read horror stories about the "Next Cruise" offer. I am going on my first RCL cruise in December and i really want to purchase a next cruise certificate. I have to remember

 

1. Read all the forms

2. Make sure my transaction is completed before I leave the desk

3. Request my friends and family certificate

4. Hold on to all paperwork until I actually cruise

 

 

Am I forgetting anything? LOL

They don't call you "Sparkle" for nothing!!:D

[BILL-WI]

I have read horror stories about the "Next Cruise" offer. I am going on my first RCL cruise in December and i really want to purchase a next cruise certificate. I have to remember

 

1. Read all the forms

2. Make sure my transaction is completed before I leave the desk

3. Request my friends and family certificate

4. Hold on to all paperwork until I actually cruise

 

 

Am I forgetting anything? LOL

 

Yes, you forgot one thing...

 

Make sure to use it!:eek:

 

:D :D

 

BILL

[katiel53]

Geez, I would like to say a lot but I will just make a comment. You were told verbally, you would get $100 OBC but somehow, your paper said $200 so even though you know you were told the amount you fought to get the amount on the paper. Do I understand or did I miss something? If I did, I apologize, and if I did not, then you came out way ahead and if I were you, I wouldn't have posted this to start with. Sorry, but to me fighting for something you aren't entitled to/deserved isn't right.

 

I can understand your being upset with not getting the Friends certificate. I would fight for those too if I were promised them. But to get each of you the $200 OBC when not entitled, if that's what you were initially told is wrong. Sorry.

 

If I have misunderstood, I am sorry. Sometimes I read faster than my brain comprehends. Anyway, you got what you wanted, so enjoy!

[cruisenfever]

Geez, I would like to say a lot but I will just make a comment. You were told verbally, you would get $100 OBC but somehow, your paper said $200 so even though you know you were told the amount you fought to get the amount on the paper. Do I understand or did I miss something? If I did, I apologize, and if I did not, then you came out way ahead and if I were you, I wouldn't have posted this to start with. Sorry, but to me fighting for something you aren't entitled to/deserved isn't right.

 

I can understand your being upset with not getting the Friends certificate. I would fight for those too if I were promised them. But to get each of you the $200 OBC when not entitled, if that's what you were initially told is wrong. Sorry.

 

If I have misunderstood, I am sorry. Sometimes I read faster than my brain comprehends. Anyway, you got what you wanted, so enjoy!

Katie, the way I am reading it is that she knew they were to get a $100 OBC because that's what the LA told them when they had their appointment with him/her..........but when the paperwork came back.........it said $200..........which to me was a misprint...........the forms were never revised to reflect the change in OBCs for # of nights.

 

The OBC's changed on December 17, 2007. A 9+ night cruise used to get an OBC of $200. Now the $200 OBC is for 10+ nights.

 

So, now she is trying to get them to honor their misprint...........I think!:o

 

Remember when JS cabins were listed in the brochures as having CL privileges..............another misprint..........but folks took their brochures with them and some got keys to the CL.

[hockeyucf]

Sparkle, that is correct (and know that you might have to put in a little time to make everything right)

 

Katie: that's correct. The agent verbally said $100, but the paper said $200, clear as day (this is the paperwork that we filled out on the ship at the time we gave our credit card). Sorry if you think that's somehow underhanded, but we just wanted them to honor what was in print. At the time, we had no idea the rules had previously changed, in fact, we kind of thought maybe the agent was misinformed (b/c we were on Celebrity, who calculates the OBC differently). I guess it's a matter of the definition "entitled." To me, we're entitled to whatever's on the paper we sign.

 

I truly didn't want to start trouble, just want NC purchasers to be informed of potential issues, particularly if you book on X for RCI.

[SeaSeaCritic]

Sparkle, that is correct (and know that you might have to put in a little time to make everything right)

 

Katie: that's correct. The agent verbally said $100, but the paper said $200, clear as day (this is the paperwork that we filled out on the ship at the time we gave our credit card). Sorry if you think that's somehow underhanded, but we just wanted them to honor what was in print. At the time, we had no idea the rules had previously changed, in fact, we kind of thought maybe the agent was misinformed (b/c we were on Celebrity, who calculates the OBC differently). I guess it's a matter of the definition "entitled." To me, we're entitled to whatever's on the paper we sign.

 

I truly didn't want to start trouble, just want NC purchasers to be informed of potential issues, particularly if you book on X for RCI.

 

Katie you were absolutely right.

 

Sorry hockeyucf, but can't agree with what you did. You were old by the LA that you'd get $100. The forms were out of date so you took advantage of it. We've done a number of NC certs that had an expiration date but we were assured by the LA that the form was out of date and the certs were good for life. She was right. Sorry again, but not sure why you posted this. Guess you wanted us all to know you got away with one.

[mckinna]

If the op wasn't "entitled" to it, she would have never been given a form with the $200 on it. If the policy had changed to $100, then it is RCL's responsibility to throw away all forms with the $200 on it. I don't see anything wrong with this at all. I'm in sales, and if I were to have given out a certain discount level on one of my products without checking to make sure it is correct, the error is with me. I certainly wouldn't go back and say "sorry, my bad" and expect my accounts to be happy. That is unprofessional and not good busines policy.

 

To the OP- glad you finally got it straightened out! Don't you hate the "I'll have to talk to my supervisor and get back to you" route, and then they never call back? Wonder how many people never call back at all?

[SeaSeaCritic]

If the op wasn't "entitled" to it, she would have never been given a form with the $200 on it. If the policy had changed to $100, then it is RCL's responsibility to throw away all forms with the $200 on it. I don't see anything wrong with this at all. I'm in sales, and if I were to have given out a certain discount level on one of my products without checking to make sure it is correct, the error is with me. I certainly wouldn't go back and say "sorry, my bad" and expect my accounts to be happy. That is unprofessional and not good busines policy.

 

To the OP- glad you finally got it straightened out! Don't you hate the "I'll have to talk to my supervisor and get back to you" route, and then they never call back? Wonder how many people never call back at all?

 

So in my case, if there was an expiration date I should have expected them to hold to that. I don't think so.

 

We probably won't ever agree. If I had done the deal and was told the benefit was $100 not $200 I would not have made a stink. At the end of the day, I got what I agreed to.

 

My guess is that the OP wouldn't have caused a fuss if the change was in his favor. And again, what's the purpose of the post other to brag about milking RCI for 100 bucks. In my opinion, petty.