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Hello folks,

Does anyone have an email or any contact info for a higher tier of customer support for Royal Caribbean? I am currently dealing with an unscrupulous travel agent with whom I have a reservation with. I tried contacting Royal Caribbean to explain the situation and get help however the front line customer service rep was not helpful. I know that there has to be a team that can deal with travel agents who are no longer acting in the interests of the company. If I can just explain the situation to someone who is paid to think and not to read a script I know this can be resolved.  

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You should be able to ask on the call to have your reservation given back to you from the agent.  They will have to go to resolutions and then contact the agency owner to have them release it, but it can be done.  Have you called the agency owner instead of the agent.  That might help as well.

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@crisgold52 I'm so sorry your agent has put you through this, I too am a control freak and the vacation planner (I joke that's why my wife married me, outsource her vacation planning). I've mentioned this before, but my wife and I planned a group cruise for our wedding in 2016. I was the group contact. Never again. I had to direct my family and friends through the groups department to pay (with restricted hours), nothing could be done online, I received 5 different answers to the same question from 3 different group "specialist" and had to manage the entire thing. Way more stress than a groom needed.

When we decided to do another group cruise for my wife's bday, I immediately hit the affiliate link here as everyone raves about MEI. I was randomly assigned an agent and she's been great. She has been invaluable. I knew immediately I wanted to be #teamtravelagent and passed along another booking I made (not group related).

Due to COVID-19 both sailings are being cancelled and sorta combined into one for next September. She's handling it all. I get one correct answer with possible ideas / solutions I never even thought about.

Hopefully, some day you'll give the travel agent route another try.

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16 hours ago, AnnetteJackson said:

You should be able to ask on the call to have your reservation given back to you from the agent.  They will have to go to resolutions and then contact the agency owner to have them release it, but it can be done.  Have you called the agency owner instead of the agent.  That might help as well.

Hi, yes I asked for that exact thing but RCL (or the frontline agent) refused to start that process. They kept repeating that there was nothing they could do and to contact the agency owner just as you have said. The problem with that is this agent is the owner of the agency. It appears to be a very small operation, he may even be the sole agent there. That is why i'm seeking someone higher in the chain. I just cannot fathom a company allowing a travel agent to negatively affect their business.  

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9 hours ago, crisgold52 said:

I agree with the main point. I even went thru an agency myself in Canada and the owner was no help as the agent I booked for worked as an independent contractor. Lesson learnt. I had to do it the hard way by getting RCL to release agent control of my booking back to me. I never got my refund process even initiated by RCL until I got the booking released from my agent. My agent meantime was AWOL and was more interested I making new bookings but not bothering to action cancelled ones instead leaving it all to the customer. And it's frustrating because RCL does not action travel agent bookings. So one is stuck in limbo if the agent the agency and owner all wash their hands of the file.

I'm in canada AND FYI our land borders are closed BUT air borders are open. Just having issues finding a travel insurance carrier that covers covid.

This is EXACTLY what I am going through right now. It sounds like you had a tough time getting this resolved. I can't wait to go through the same thing 🙄

i got a hold of someone on RCL FB page and they told me they are a higher tier of support. I sent them the issue and I am waiting for a reply. 

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16 minutes ago, crisgold52 said:

There is a process involved to release agent control directly to the client. I am assuming your sailing has already been cancelled in the previous round? If so I'd call RCL and request the phone number for RCL Administration. It's not a toll free though so you may have to deal with long distance. The Admin team is only in office M-F from 8 am - 5 pm EST. 

They can walk you thru the process of releasing agent control of a booking to a client directly. From what I remember of my own process ot took approx 10 business days to process and what was involved was a summary email to the Admin team detailing the reasons as TO WHY THE CLIENT WANTS CONTROL. Be detailed using your best judgement when emailing them.

The  generally what I understand is RCL ADMIN would contact the agency and if they are AWOL like my agent was the booking is released to the client and an email will confirm this after 10 days assuming they are not back logged. Front line agents may not understand so it's best to call guest relations 18002566649 and ask for a RSS aka resolutions escalation for this process.

Wow, thank you! That was the exact info I was looking for. It's crazy how much power RCL gives these travel agents. Hopefully this get's resolved, I can't see how RCL will allow this behavior to slide. 

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Here is a piece of the response I got from RCL. 

"For reservation *******, it is booked through a travel agency. Due to privacy settings in place by the agency, it is password protected which prevents anyone but the travel agency from making changes. This contractual obligation prevents everyone from Royal Caribbean, no matter the position, from being able to complete this request without the travel agency's permission. I apologize for any disappointment this may bring"

 

I guess my next step is to follow what crisgold52 did but it's not looking good. RCL very foolishly gives a ton of control over to these travel agents. 

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On 6/25/2020 at 2:25 AM, Travelness said:

I asked for that exact thing but RCL (or the frontline agent) refused to start that process. They kept repeating that there was nothing they could do and to contact the agency owner just as you have said.

This is EXACTLY what they told me on our upcoming booking. I was attempting to reprice our cruise, and the agent ended up making excuses as to why he couldn't rebook; This went on for DAAAAYS. (he kept saying the "hold lines are super long" and "they aren't repricing cruises right now"...

I used the advice from this blog. I called the service number and used the phone routing intended for travel agents (was connected in no time). Then I had to fight with the agent to release the travel agent's grip on our cruise. They said they are unable to do anything about it. I expressed that I HAD contacted the TA (who is the owner), and I kept getting the run around. The rep kept putting me on hold (I think they were just contacting the TA on another line). Lo and behold... I got an email from my TA saying the cruise had been rebooked for a lower price. The rep came back on the line and explained that everything should be corrected... and I insisted otherwise. After some back and forth, I eventually got an email, and was told I had to email them with my request. I emailed them, and no more than 2 days later, we were released. (not notified... I just noticed I could finally pay our balance online). 

The email is: [email protected]rccl.com

Good luck!

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41 minutes ago, S0nny said:

This is EXACTLY what they told me on our upcoming booking. I was attempting to reprice our cruise, and the agent ended up making excuses as to why he couldn't rebook; This went on for DAAAAYS. (he kept saying the "hold lines are super long" and "they aren't repricing cruises right now"...

I used the advice from this blog. I called the service number and used the phone routing intended for travel agents (was connected in no time). Then I had to fight with the agent to release the travel agent's grip on our cruise. They said they are unable to do anything about it. I expressed that I HAD contacted the TA (who is the owner), and I kept getting the run around. The rep kept putting me on hold (I think they were just contacting the TA on another line). Lo and behold... I got an email from my TA saying the cruise had been rebooked for a lower price. The rep came back on the line and explained that everything should be corrected... and I insisted otherwise. After some back and forth, I eventually got an email, and was told I had to email them with my request. I emailed them, and no more than 2 days later, we were released. (not notified... I just noticed I could finally pay our balance online). 

The email is: [email protected]rccl.com

Good luck!

Thank you for the advice!!

Now i'm debating if I should even care about this. The only person who stands to lose here is RCL. I currently have two of the most expensive rooms on the boat booked right now. I'm only going to be paying for one. I tried to do the right thing and cancel the other to free it up for someone else. I can just do what the RCL customer service agent recommended. Let the original room reservation expire and get the FCC from my deposit. It just bothers me morally but at the end of the day it's not my problem to fight RCL to make a wise business decision. If you are ok with one of your premium suites being locked up for a year unnecessarily then who am I to fight you on it.  

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