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No more cruise consultants?


DrJGill

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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.

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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. 

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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.

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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.

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