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After having called RCL daily regarding refund follow up's per my previous posting (again expert with follow ups and work in logistics)... please note that ALL agents are generally cross trained. Originally I had to wait on hold up to 2 hours to speak to Customer Service (Corporate Guest Relations based in Manila). Some key points to note when calling RCL about how your call gets routed: Sales & Reservations -- US based (up to 8 pm PST) 1-866-562-7625 Corporate Guest Relations (Customer Service) - Guatamala - 1-800-205-9812 / 1-800-256-6649 RCL resolutions (escalated calls) & Post Cruise Dept - (also handles Guest relations during overnight hours) - 1-800-256-6649 * Generally the US Based sales agents can troubleshoot existing reservations so if Customer Service has a long hold time (more than 10 minutes) - one can generally get through to sales (MAKE NEW RESERVATION line) with less than a 5 minute wait. They can often modify or update reservations and deal with FCC's. Of course they prefer not to do this, but there's a way less wait time to speak to the sales agents who are also cross-trained. Phone line has less static than offshore. * When calling 1-866-562-7625 - in the unlikely event where even the Sales / New reservations Line is engaged for more than 10 minutes, one can also pres EXT 3 (If you are a guest working with a TA or a TA); then press EXT 1 (for new bookings). It routes directly to customer service and you get through before people on regular customer service, TA's get priority - however the Guatamala Customer Service team that picks up has no idea if one is a TA or not. This routing option is way faster than calling and waiting on hold. * If all else fails, call in the overnight hours repeating the above point - basically after 10 PM PST - you will get someone in Guatamala for Sales or Manila for Post-Cruise. This is the time where they tend to be the most helpful due to low call volume. Some pointers thought I'd share for others. Here are some key points
I have seen a few posts that have mentioned travel routers. This is not something that I am familiar with. https://www.royalcaribbeanblog.com/boards/index.php?/profile/13328-twangster/ seems to be the person that knows a fair amount about them. Any insight on preferred travel routers and how to set them up would be greatly appreciated.