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Royal Caribbean Customer Service lacking.....or is it me?


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Do I have the wrong outlook or am I excepting too much?

Second phone call to RC customer service and it just unpleasant.

 

Back story:

Loved our cruise on HOS, booked a Med on Allure for 05/10/20 while onboard HOS.  The Next Rep talked us into an Ultra Spacious Balcony (4 of use again), have 60 days to change with no charge.

Last week, decide I want two staterooms, great suggest from you guys.  After three different CS reps and being on hold for 1 hour 40 minutes I got what I wanted but it was painful.

Fast forward to today, I check my planner and my $200 OBC has fallen off???  Call RC and end up explaining to the CS "how I'm sure I even had OBC", I told the guy, it is crazy I have to end up in an argument with RC CS.  I end up politely telling him I was done and was hanging up, he continued arguing about the OBC?

 

What am I doing wrong, I promise I start with a pleasant demeanor and I'm just asking things I was already promised.  I have learned a ton here, please help me with how to handle RC's customer service.

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2 minutes ago, twangster said:

You are welcome.  I only call C&A, even when booking a new cruise or to get a quote.  

They can do pretty much everything the general contact center can do and more.

See, I knew to check here

You guys saved RC a lot of money.  I would be totally turned off the line if I had to keep dealing with the general CS, I'm sure others feel the same.

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1 hour ago, twangster said:

I only call C&A, even when booking a new cruise or to get a quote.  

They can do pretty much everything the general contact center can do and more.

 

1 hour ago, twangster said:

NextCruise is a department within the Crown and Anchor Society.  Try calling them, not the general toll free number.

C&A 800-526-9723

 

1 hour ago, MicDay said:

I would be totally turned off the line if I had to keep dealing with the general CS, I'm sure others feel the same.

@twangster , Even though I suggested calling them in a previous thread, we really need to stop giving that number out...I've never had to wait on hold there, always got right through and now everyone will be calling there! ???

@MicDay , tip..when you call there press option 9. Will get you to someone without all the prompts. (SHHH...DON'T TELL ANYONE)

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13 minutes ago, dodgestang said:

You lost OBC because you originally booked through next cruise when on board and then changed the reservation.

I lost OBC when I booked through next cruise and then called casino and had discount applied. 

It happens

It often happens, but should be able to be corrected. I don’t have to deal with arguing about it with Royal because i let my travel agent do that (ty @michelle!) but I know she has mentioned multiple times when I was repricing a Next cruise booking that she got the price reduction and just had to call Royal to have them add the OBC manually back on the reservation. It seems like the computer auto drops it, but unlike OBC that is the result of a promo like a Wow Sale, NC OBC follows repricing and other changes. It should definitely follow a simple room category change because it followed me when I changed the sailing date and cruise ship on a next cruise booking I changed before the end of the no penalty change period. 

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7 hours ago, MicDay said:

Do I have the wrong outlook or am I excepting too much?

Second phone call to RC customer service and it just unpleasant.

 

Back story:

Loved our cruise on HOS, booked a Med on Allure for 05/10/20 while onboard HOS.  The Next Rep talked us into an Ultra Spacious Balcony (4 of use again), have 60 days to change with no charge.

Last week, decide I want two staterooms, great suggest from you guys.  After three different CS reps and being on hold for 1 hour 40 minutes I got what I wanted but it was painful.

Fast forward to today, I check my planner and my $200 OBC has fallen off???  Call RC and end up explaining to the CS "how I'm sure I even had OBC", I told the guy, it is crazy I have to end up in an argument with RC CS.  I end up politely telling him I was done and was hanging up, he continued arguing about the OBC?

 

What am I doing wrong, I promise I start with a pleasant demeanor and I'm just asking things I was already promised.  I have learned a ton here, please help me with how to handle RC's customer service.

And this is why I use Sharla, a very pleasant Mei agent.  Then I don't have to deal with any customer service!!!  Jane

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