Ian T Posted August 5, 2020 Report Share Posted August 5, 2020 I want to give a big shout out to a hard working RCL employee. I have just put down the phone from calling the number for the UK regarding my cancelled Anthem Oct 2020 Southampton cruise, where I reached Mary. I proceeded to throw a whole host of requirements at her including refunds of FCC and CP purchases, conversion of an existing unused FCC into a refund (required as this was the last opportunity to use it - it is issued in GBP and all my future sailings are now booked in USD through MEI), reactivation and reallocation of a CP 125% credit voucher - and to a TA booking to boot, and chasing a separate outstanding refund. I have to say that Mary was an absolute star! Whilst I was on the phone for the best part of half an hour it's absolutely no surprise given how much I asked her to do - in fact I expected to be much longer. To some extent the proof will be in when my refunds arrive; however Mary has little influence over this personally and she has done everything else that she said she would - I can already see the changes in my bookings records. I would love for RCL management to know about my experience, particularly as people like Mary are at the vanguard of flying the RCL flag whilst dealing with disappointed guests during these unusual times. I could of course send an email but I have no guarantee that it will reach its intended recipient... does anyone know if there is the equivalent of an on-board crew feedback card that I can complete? Neesa, Sharla, krhardy and 1 other 4 Quote Link to comment Share on other sites More sharing options...
WAAAYTOOO Posted August 5, 2020 Report Share Posted August 5, 2020 2 minutes ago, Ian T said: I want to give a big shout out to a hard working RCL employee. I have just put down the phone from calling the number for the UK regarding my cancelled Anthem Oct 2020 Southampton cruise, where I reached Mary. I proceeded to throw a whole host of requirements at her including refunds of FCC and CP purchases, conversion of an existing unused FCC into a refund (required as this was the last opportunity to use it - it is issued in GBP and all my future sailings are now booked in USD through MEI), reactivation and reallocation of a CP 125% credit voucher - and to a TA booking to boot, and chasing a separate outstanding refund. I have to say that Mary was an absolute star! Whilst I was on the phone for the best part of half an hour it's absolutely no surprise given how much I asked her to do - in fact I expected to be much longer. To some extent the proof will be in when my refunds arrive; however Mary has little influence over this personally and she has done everything else that she said she would - I can already see the changes in my bookings records. I would love for RCL management to know about my experience, particularly as people like Mary are at the vanguard of flying the RCL flag whilst dealing with disappointed guests. I could of course send an email but I have no guarantee that it will reach its intended recipient... does anyone know if there is the equivalent of an on-board crew feedback card that I can complete? So happy that you had a good experience. As for feedback, you might get lucky ! I just booked 2 casino comp cruises directly with Royal a couple of days ago, and I received a feedback request today. So maybe Royal will send you one as well. Hope so. Good employees need to be commended...especially right now ! Ian T and Ogilthorpe 2 Quote Link to comment Share on other sites More sharing options...
Ian T Posted August 5, 2020 Author Report Share Posted August 5, 2020 40 minutes ago, WAAAYTOOO said: So happy that you had a good experience. As for feedback, you might get lucky ! I just booked 2 casino comp cruises directly with Royal a couple of days ago, and I received a feedback request today. So maybe Royal will send you one as well. Hope so. Good employees need to be commended...especially right now ! Absolutely! Each time I call I am asked to hold at the end in order to answer a feedback question but each time I wait a few seconds and the call disconnects. I have flagged it to the rep on a few previous occasions but it seems the gremlin that is causing it refuses to budge. I'll keep a look out for a possible feedback request... Quote Link to comment Share on other sites More sharing options...
SandyW Posted August 5, 2020 Report Share Posted August 5, 2020 Funny but not funny. When I called this morning to get a refund for my October 4th on Harmony, I too spoke to a Mary. I'm in customer service, so I know to play it super cool to these people. What is going on is not their fault at all. My Mary was patient, kind and very professional. She processed my refund with no issues at all. I made sure to let her know that I hoped everyone she speaks to today is very kind to her. I meant that! Neesa and Ian T 2 Quote Link to comment Share on other sites More sharing options...
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