Help with RCCL Gift Voucher

[nydvc]

Hello everyone. I could really use some help here. I am rather bothered with RCCL right now. 

 

Story

 

8 weeks ago I put in a reservation and deposit for a transatlantic cruise next September. I purchased a gift voucher off or Raise that required a new reservations to be made in order to redeem the voucher. I purchased a 1K gift voucher. The very polite customer service person told me to send the voucher in with the pertinent information and in 5 days it will be credited to your account for this cruise. NO problem went ahead and sent it in as recommended. 

 

approx 14 days later.........

 

Called and was told it could take up to 14 days so give it a little more time. 

 

 

approx additional 14 days later 

 

called and they said it can take a little time and they recommended I resubmitted

 

approximately 14 more days (6 weeks total) 

 

 

Called and was given the name of a customer representative who would "follow up and work on this" . Was given Ben Adams email. 

 

 

8 weeks later........

 

 

Email Ben and Below is the correspondence with him today. 

 

 

 

The only email address I can provide is mycruise@rccl.com. That email is monitored daily and any email that comes in will be forwarded to the appropriate person. I am sorry I am unable to provide any other contact information. Additionally I am sorry I have no new information as to your certificate being applied, and for the delay regarding that application.

 

Benjamin Adams
Resolutions Specialist | Consumer Outreach
Royal Caribbean International | 1000 Royal Caribbean Way Springfield, OR 97477
Phone: 1-800-205-9812 | Fax: 541-285-9415

badams@rccl.com

 

From: Richard 
Sent: Monday, September 12, 2016 1:07 PM
To: Benjamin Adams 
Subject: Re: Gift voucher

 

Hi Ben

 

 

I am not satisfied with this answer. After EIGHT WEEKS I believe this requires more then just waiting.   I realize you may be limited to what actions you can take however At this point I need to raise this up the chain of command. I would like to take this up with your supervisor.   Can I please have his name and email.   

 

Thanks Ben

 

Rich. 

Sent from my iPhone

On Sep 12, 2016, at 3:51 PM, Benjamin Adams <badams@rccl.com> wrote:

Good afternoon Rich,

As of yet I have not received an update on your certificate being applied. I am keeping watch for it. There is sometimes a delay on those getting applied. As soon as I receive any information I will forward that on to you.

I would like to thank you very much for your patience as we get this resolved,

 

Benjamin Adams
Resolutions Specialist | Consumer Outreach
Royal Caribbean International | 1000 Royal Caribbean Way Springfield, OR 97477
Phone: 1-800-205-9812 | Fax: 541-285-9415

 

From: Richard Kittelsen
Sent: Monday, September 12, 2016 5:18 AM
To: Benjamin Adams 
Subject: Gift voucher

 

Good Morning Ben

 

My name is Rich XXXXXXXX and customer service (Nancy) provided me your email to follow up on a gift voucher that was to be credited to my cruise reservation #4551911. It started a couple of months ago when I reserved the cruise.  I had the gift voucher and was told to send it to SharedServicesGiftCertificateRedemption@rccl.com which I did the next day.  I was told at that time it would be credited within 5 business days. This was the 24^th of July. No confirmatory email of any kind was received and the credit was not posted to my reservation.  AFTER two additional phone calls where I was informed to continue to give it additional time I was then told on my third call to send in the request again. This was on August 16^th and is attached for your review.

 

Nancy said you would be kind enough to follow up on this and make sure the voucher was credited in a timely manner.

 

Can you please provide my with status on my situation.

 

Thanks Ben

 

 

So here I am wondering how to proceed. Frankly this is 1K of my money and I want to see it on my reservation. My opinion is  Ben just turned me around back to customer service and will only wait until this department responds to him which I believe may be never. 

 

Has anyone experienced this or could give me some advice on how to proceed through RCCL bureaucracy. How do I preceed?  

 

Thanks Everyone. 

Rich

[Matt]

What is "Raise"?

[nydvc]

What is "Raise"?

Raise is a app where you can purchase gift cards and vouchers on line. Like target or Mcdonalds etc. You get a percentage off each card. for example, I get a $50 Duncan Donuts gift card for $45. Its not a huge saving but it adds up. The RCCL voucher was 11% off so the 1K voucher cost me approx $900.00.  Hopefully this works. It work with Celebrity no problem. RCCL not so much.......

[Matt]

Raise is a app where you can purchase gift cards and vouchers on line. Like target or Mcdonalds etc. You get a percentage off each card. for example, I get a $50 Duncan Donuts gift card for $45. Its not a huge saving but it adds up. The RCCL voucher was 11% off so the 1K voucher cost me approx $900.00.  Hopefully this works. It work with Celebrity no problem. RCCL not so much.......

Is the voucher issued by RC or by a travel agent? As an example, Discover Card has a RC gift card too, but if you read the fine print, you have to use Discover's travel agency to redeem it.  Also, does the certificate support transferring between people?

 

In general, I tell folks not to go for gift vouchers because there tends to be a lot of "gotchas"

[firegal2539]

Matt,

 

I will tell you my experience. I have bought one gift card from Raise for $500 and two gift certificates from AARP.org. for $100 each. I have never had so many problems trying to get credit for the card and the certificates. First, I called, before purchasing the cards from AARP and was told (because not stated in their advertisement of the card) it was good for all RCCL purchases. The certificate was good for only new bookings. The gift card, I was told, from Raise, was for a new booking. 

 

I will tell you about the card. When I received it, it stated must be used for a new booking. It was an RCCL card, their logo printed on the card. I called them, explained what I had and I wanted to book a cruise, the rep asked for the numbers on the card and I was told that I would have to mail all the pertienent information in to RCCL, this was handled by another department. I asked the rep. if I send in the card what proof do I have that I even had it in my possession, if it now was at RCCL offices. She couldn't answer that. After a lot of back and forth and speaking with a supervisor, I realized they didn't know what do to with the card. I sent an email to Michael Bayley which is when things started to happen. The very next day I received a telephone call and was put in touch with the correct department and person to assist me. It took approximately 10 weeks for RCCL to put this money toward my cruise. RCCL wouldn't hold the cruise with the gift card, so I had to pay a deposit, with the assurance from RCCL that the card would be applied, even though I booked with a credit card deposit. Eventually that came back to bite me in the rear, because RCCL kept telling me that I had placed a deposit, so this wasn't a new cruise booking. It was a mess, but after 10 weeks of telephone calls, emails, mailings, I finally got my $500 deposit put on my cruise.

 

The gift cards are another matter. I will never purchase either the cards or certificates again. Royal doesn't really seem to know anything about them. When you tell a rep you have one of these you are immediately forwarded to another department, who knows nothing about them and reforwarded and reforwarded.

 

What really helped me get this rectified was emailing Mr. Bayley.

 

Candie

[nydvc]

Is the voucher issued by RC or by a travel agent? As an example, Discover Card has a RC gift card too, but if you read the fine print, you have to use Discover's travel agency to redeem it.  Also, does the certificate support transferring between people?

 

In general, I tell folks not to go for gift vouchers because there tends to be a lot of "gotchas"

I understand Matt and yes I was fooled because the Celebrity Gift cards do not HAVE exhausting requirements and I purchased this thinking I could just add it to a cruise. WRONG!  so I actually booked a second cruise and paid the deposit just so I could use the voucher. It had to be a new booking without the use of a travel agent which is what this is and still no credit to my booking. Your warning is VERY right Matt  STAY AWAY FROM GIFT CARDS/VOUCHERS FROM RCCL!!!!

[nydvc]

Matt,

 

I will tell you my experience. I have bought one gift card from Raise for $500 and two gift certificates from AARP.org. for $100 each. I have never had so many problems trying to get credit for the card and the certificates. First, I called, before purchasing the cards from AARP and was told (because not stated in their advertisement of the card) it was good for all RCCL purchases. The certificate was good for only new bookings. The gift card, I was told, from Raise, was for a new booking. 

 

I will tell you about the card. When I received it, it stated must be used for a new booking. It was an RCCL card, their logo printed on the card. I called them, explained what I had and I wanted to book a cruise, the rep asked for the numbers on the card and I was told that I would have to mail all the pertienent information in to RCCL, this was handled by another department. I asked the rep. if I send in the card what proof do I have that I even had it in my possession, if it now was at RCCL offices. She couldn't answer that. After a lot of back and forth and speaking with a supervisor, I realized they didn't know what do to with the card. I sent an email to Michael Bayley which is when things started to happen. The very next day I received a telephone call and was put in touch with the correct department and person to assist me. It took approximately 10 weeks for RCCL to put this money toward my cruise. RCCL wouldn't hold the cruise with the gift card, so I had to pay a deposit, with the assurance from RCCL that the card would be applied, even though I booked with a credit card deposit. Eventually that came back to bite me in the rear, because RCCL kept telling me that I had placed a deposit, so this wasn't a new cruise booking. It was a mess, but after 10 weeks of telephone calls, emails, mailings, I finally got my $500 deposit put on my cruise.

 

The gift cards are another matter. I will never purchase either the cards or certificates again. Royal doesn't really seem to know anything about them. When you tell a rep you have one of these you are immediately forwarded to another department, who knows nothing about them and reforwarded and reforwarded.

 

What really helped me get this rectified was emailing Mr. Bayley.

 

Candie

First this is pretty much the same story. What a mess. I did not have a card, but a printable voucher so I was not so worried about sending it in. What kills me is when I booked I was told it takes 5 days. Right!!!   I know Disney is expensive but I don't think anything like this would ever happen with DCL. 

 

Emailing is a great idea. I was going to write a letter to Vicki Freed Senior Vice President, Sales, Trade Support and Service but Bailey may be better.  I am wondering if an email would be quicker too.  Do you still have his email address? I would love it. 

 

Thanks Candi

 

Glad to hear it eventually worked out for you also.   Thats encouraging. 

[firegal2539]

mbayley@rccl.com is the address I used. I hope you get something done. I was very nice but managed to convey how upset and disgusted I was with the whole process.

 

The only gift cards/certificates I purchase now is if I decide to take a Carnival cruise, which I have only done once. I have one booked right now and am purchasing gift cards to pay the balance off, which will save me over $150. AARP sells them for 10% off. Unfortunately I am not impressed with Carnival at all or I would take more cruises on them.

 

Hope it works out and let us know how it goes.

 

Candie

[nydvc]

mbayley@rccl.com is the address I used. I hope you get something done. I was very nice but managed to convey how upset and disgusted I was with the whole process.

 

The only gift cards/certificates I purchase now is if I decide to take a Carnival cruise, which I have only done once. I have one booked right now and am purchasing gift cards to pay the balance off, which will save me over $150. AARP sells them for 10% off. Unfortunately I am not impressed with Carnival at all or I would take more cruises on them.

 

Hope it works out and let us know how it goes.

 

Candie

 

Thanks Candie. I heading out on vacation with a week Oasis cruise.  So I think at this point I am going to pick it back up when I return.  Hopefully it will be posted by then but I certainly don't have a lot of faith in that. Will keep you updated. 

[DocLC]

Many credit cards have reward points you can cash in for cruise travel.  However, if you read the fine print, they have to be used for new bookings only and are very prescriptive in how they must be booked.  For some credit cards, it's through their own, in-house travel agency.  For others, it has to be through the cruise line.  Too much hassle in my opinion for the money saved.