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AnnetteJackson

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Everything posted by AnnetteJackson

  1. Trust me - they know. This has been like this for over 3 weeks now. This is what happens when you furlough staff, change policies, and have massive cancellations in a system that was never designed to do this. Its a manual process with fewer staff. I totally feel for everyone involved in this mess, but it gets reported daily to Royal by agencies and guest calling directly. Like unemployement, the small business loans, and all the other places affected by this pandemic... the name of the game is patience and be kind to the person on the other end of the line because trust me - they wish things were working like before as well. (or at least wish they could fix the issue)
  2. Not sure what agency you are working with but I can tell you that we have seen so many mistakes on the FCCs, questions on the Lift and Shift, prices changing - always good to have someone in your corner to help navigate you thru all this. The wait times to get to a live person at Royal is well over an hour and a half so while I know the waiting on replies from your TA can seem like it is taking forever, at least you are not holding listening to the advertisement over and over again - not to mention finally reaching someone to then have the call dropped or disconnected when they go to transfer you to the department you need. I know this is happening on Consumer side and to the TA side. Way too many people having to call in all at one time.
  3. Sometimes it takes a couple of calls, but yes they are letting the parents use the kids FCC
  4. Yep - happening to all of us... and she got lucky on her hold time! haha
  5. Will verify that the HOLD TIMES ARE INSANE! Took one of our agents over 6 hours in two days to get FCCs applied to a reservation before final payment was due. I know all TAs no matter what company they are with are working 3 times as hard to make changes at Royal than they ever did before. We will all get thru this together!
  6. Very true on this. It is all a matter of who you get in the call center, so no real rules on this, but they are making exceptions on a case by case basis. Keep trying!
  7. NCL Holdings pads liquidity cushion, raising $2.23 billion
  8. Thank you for all of this.... I have sent this to the Sales team at Royal. Not sure it will make a difference, but they need to see what is going on with their patrons.
  9. NCL is still working on loans and funding thus this statement. They were just not as fast as Royal and Carnival on the loans.... but they are coming
  10. We have noticed many mistakes starting with the FCCs done from Wednesday of last week thru today. I am not sure what Royal is going to do about them, but I have reported several to them and I was told they are looking back over those that were done. So they could have done yours twice (manual process) and could come back to take one away.
  11. You might want to try to fill out that form again. They have had issues with the links, so it cant hurt to do it again. Especially since you didn't get a confirmation.
  12. They hope that it will not take that long, but they are telling anyone in round 2 and 3 that it could take up to 45 days. I added the business days in my post as for all the years I have been a Travel Planner, they always tell us in the call center that refunds take 7 to 10 business days.... or up to 2 billing cycles (this was before all of this) So when I am told a day by a company I assume no one is processing on the weekends. They might be now, but I have yet to see a HUGE jump in FCCS on a Monday when I come in. Also, many banks hold transactions over the weekends as well until weekdays. That is why I said it the way I did.
  13. Welcome! Royal has admitted this is a bigger time constraint on them then they originally thought. I wish I would could say, they are doing these in the order of sailing, by ship, by.... any kind of plan, but it really does not seem that there is a plan for how they work on these. There are people from rounds 2 and 3 of cancellations that have received their refunds while those in the first round are still waiting. There have been many changes to the process as this has gone along as well. This is a manual process and I do think they will get caught up soon, but there are many that are still waiting from the first round and there is not a way to push it thru faster. Hang in there, they will get this done for you.
  14. yes, maybe.... possibly haha! I am still trying to work out what they are doing on some... but yes we can try to help you figure it out.
  15. There was a system glitch last couple of nights and several people with CONFIRMED cruises were cancelled. This is a normal cancel in their system, meaning the refund will come quicker than the other type of cancels. If you are still on a cruise that is going and you see something that looks like your deposit or FULL payment - check with your TA or Royal to ensure that all is well with your cruise.
  16. They have learned as they have been processing these and yes those done with the form are coming back sooner than the first ones because refunds can be done now and are not lost in all the other forms of cancellations. Also, on the statement about business days. That is my add in as that is what they tell us when we call in to cancel. Most companies will tell you days based on business days. While the call centers are open over the weekends, not all departments works those. I get that this is frustrating and I am hoping that knowing some of the reasons why on the back end help calm everyone down a little. This is just like the process for unemployment, applying for the small business loan, etc. there are tons of people and no one was ready for this amount of traffic - no one saw this coming.
  17. Last I asked they were still working out the process of how to use the OBC at 125% more than what you paid in the cruise planner for the cancelled cruise. I was told by May 10th there should be announcements and emails for all those that opted for the OBC.
  18. I think if you wait on this, you could see them change that. Never hurts to push it later when things have calmed down a little more. At one point in this (I think around week 3) they were saying that those funds could be name changed but not refunded.
  19. It would go faster if they had done it in date order too..... they did not even do entire ships at one time. I hope they figure this out soon.... Hey... stay safe here in the Bragg!
  20. Funny thing is.. in the beginning of all this they were trying to do this faster by getting the total for the room and then dividing by the people in the room and people complained. This is one where I don't think they can win on this one. Typically it is how it was split by person.
  21. I was on a call today and we were told that in reality it is taking them more like 45 business days on the first round to complete the cancellations and while they have put that out for the other two rounds, they hope that they can do those faster. Royal is supposed to be sending an apology to all guests as well. Not posting this for people to attack on it, or comment really... Just wanted to post it somewhere so people would see this and maybe ask for everyone to be understanding of those that are working on all of these cancellations. The person that you call in at the call center is not the person that is working on the cancellations. Your Travel Planner does not have a way to speed the process up. This is a Pandemic that was not planned for and everyone that is left working is working hard to process these cancellations.
  22. Especially right now... I would not try to do anything with a booking that you have set in place. There are so many moving pieces at Royal right now and so few workers.... things could get messed up on any transfer. Plus your agent at the first agency has worked with you to secure the booking and done some work for you. When you are ready to book again, or if you have a FCC that you need to use - that is the perfect time to reach out and start fresh with a MEI-Travel Agent. You can contact one that i recommended thru here, email me and I will have match you up with one, or there is a link on Matt's page where you can request a quote and one of the team of agents that works with RCCL Blog clients will contact you with a quote.
  23. Good luck! Wishing you lots of good health to all of you .
  24. Yes - a TA can put the reservation on hold for you until May 31st.... but the FCC will end up covering the cruise fare and not port charges taxes and fees - so you will end up paying for those on the cruise even if you have a FCC that is more than your cruise. if you don't use the FCC you will get the remaining amount back to you in the form of FCC AFTER your cruise (within 30 days).
  25. On the part of all this about this being a manual process...... I can tell you they have said that on other cruise cancellations BEFORE all of this. This is not like airlines that worked with Corporate travelers and had a system in place for tons of changes after final payment. I know that everyone is frustrated with this process, but please remember that this is a VERY UNUSUAL circumstance that EVERYONE finds themselves in and no one had a good plan for what would happen when the world shut down. The cruise lines have furloughed lots of people and have moved people from their normal jobs to helping handle the refunds, FCC, call center questions, etc. The systems were never created to give all the money back plus some...lol Manual process means its slower and less accurate. We all have to hang in there and find some patience. I know its hard, but your TA cant push this thru faster, Royal cant move any faster, and anyone that picks up the phone to help explain all this - needs some understanding as they didnt create this issue, they are only there to try to help
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