DrJGill Posted January 23, 2023 Report Share Posted January 23, 2023 I've used the same senior cruise consultant at RCCL for years, booking hundreds of stateroom nights all told for my family of 4, my sister's family of 4, and my parents. I had his direct dial extension, could leave a voicemail and get a call back, any time I wanted to book a new cruise, adjust an existing one, or just ask questions. Or I had his direct email as well for things that required less back and forth. Today I called his number and got put into a 45 minute queue to get someone in a third world call center, and was told that this service was no longer available. Anyone have any insight? Is this just a cost-saving measure on RCCL's part? Seems a foolish move on their part... now I'll call a real travel agent rather than RCCL and maybe they sell me an RCCL cruise, or maybe they sell me another line. Quote Link to comment Share on other sites More sharing options...
Villageidiot Posted January 24, 2023 Report Share Posted January 24, 2023 I'm new so I doin't know when it changed. I booked my first RCCL last year cruise leaving next month. I was surprised that when I asked the agent for his direct line he said they didn't do that. I always deal with the same person on a different cruise line and get great service from him. Giving MEI a try on a cruise booked for Australia later this year. RCIfan1912 and DrJGill 2 Quote Link to comment Share on other sites More sharing options...
Lovetocruise2002 Posted January 24, 2023 Report Share Posted January 24, 2023 On 1/23/2023 at 1:18 PM, DrJGill said: I've used the same senior cruise consultant at RCCL for years If you are referring to Royal's Vacation Planners, that program fell apart with covid. I too had a Royal Vacation Planner by the name of Thomas that I was fond of. I actually found out from him the program was done. DrJGill and RCIfan1912 1 1 Quote Link to comment Share on other sites More sharing options...
DrJGill Posted January 24, 2023 Author Report Share Posted January 24, 2023 29 minutes ago, Lovetocruise2002 said: If you are referring to Royal's Vacation Planners, that program fell apart with covid. I too had a Royal Vacation Planner by the name of Thomas that I was fond of. I actually found out from him the program was done. I kept mine (Richard May) all the way through a May 2022 Alaska cruise on Ovation. He got increasingly busy and pulled into other duties but kept servicing his regulars at least til then. He even answered a few questions about an August 2022 7 day Bahamas cruise on Oasis in late July. Doing a 9 day version of that same cruise but two of the 10 of us have died since booking. The level of care I got in dealing with this yesterday was atrocious. The call center is terrible. All folks with scripts, policies, no leeway or helpful advice or even human compassion. First resolution person I was transferred to after complaining was even worse. Waiting (24-72 hours projected) for a call back from a manager. If this doesn't get better this may be our last RCCL cruise (10 of us, mix of Platinum & Diamond C&A status)... and it will certainly be the last time we book direct w Royal. Maybe the latter is their goal? But I so much prefer to work with a (good) company directly than through a middleman. So upset that RCCL seems to have completely punted on customer service. RCIfan1912 and Allen2 1 1 Quote Link to comment Share on other sites More sharing options...
WAAAYTOOO Posted January 24, 2023 Report Share Posted January 24, 2023 1 hour ago, DrJGill said: but two of the 10 of us have died since booking. Yikes ! Very sorry to hear this ! RCIfan1912 and DrJGill 2 Quote Link to comment Share on other sites More sharing options...
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