numbersix
May 31st, 2006, 03:55 PM
FYI everybody, I just booked the Infinity , April 22 (14 night Hawaii), and only today, via my TA, received a faxed copy of the Future Cruise Certificate .....and only then noticed that it's valid for a cruise of up to 11 nights (!!) What's up with that? SO....I called X "Customer service" to enquire, and was told, initially that it was so....only for cruises of up to 11 nights...."Why", I asked....."Because we can't pro-rate it over a longer cruise", was the reply. Huh??!! It's a certificate in a certain dollar amount...who cares how long the cruise is that one redeemd it for?? Would they prefer me to spend more money or less money on an X cruise?
I really think X "Customer Service" is a shambles....and it must come from the top down, as the poor people on the phones are really only relaying what they're told. SO, I asked to speak with Jayme Porkolab, Director of Customer Relations...."Not available..."..."Can I leave my name and number and she can call me back?"..."No....you have to talk to someone on the "Dispute resolution desk" (Those guys must be SWAMPED these days). At first I refused, thinking I would just get more of the same script, but then relented......I was put on hold......The "Customer Relations" guy came back on the line and told me that they said it was OK....I could use the certificates for a cruise of longer than 11 days. Power to the People!!
I really think X "Customer Service" is a shambles....and it must come from the top down, as the poor people on the phones are really only relaying what they're told. SO, I asked to speak with Jayme Porkolab, Director of Customer Relations...."Not available..."..."Can I leave my name and number and she can call me back?"..."No....you have to talk to someone on the "Dispute resolution desk" (Those guys must be SWAMPED these days). At first I refused, thinking I would just get more of the same script, but then relented......I was put on hold......The "Customer Relations" guy came back on the line and told me that they said it was OK....I could use the certificates for a cruise of longer than 11 days. Power to the People!!