RC Complaints - Back to Back problems

Hmm. We have been on 2 B2B's and have never encountered this. The "In Transit" card was provided to us onboard ship both times.

 

You can link the two reservations online by choosing "Consecutive cruiser" for the Departure part of the first leg, and then again choose "Consecutive cruiser" for the Arrival part of the second leg.

 

 

Wife and I are doing B2B on Allure in July. I can't seem to find anything via the Australian RCCL website to link 2 Consecutive cruises. Not sure the the Australian site is a little different.

 

I've called RCCL couple of months ago and they told me they don't need to link or add any notes to our reservations for B2B only to go see guest services on the ship to find out further info.

 

Does this sound right? Or should I give them another call.

 

By the way we are in different stateroom on the second leg not sure if that's makes much difference.

 

 

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The poster brings up a related issue of doing back to backs with the changeover day in a US Port. With more then forty years of cruise experience under my belt (which no longer fits) we try to avoid any back to back through US ports...

 

We have nowhere near forty years of cruising experience, but we have done 2 B2B's with turnaround day in US ports (Tampa after a repo, and New Orleans). Both times the changeover was efficient and easy, even after the repo. I'm sorry you and others have experienced less than this in US ports; not sure what else to say about it, except that I'd hate for someone to pass on a B2B experience simply because it takes place in a US port.

..

I've called RCCL couple of months ago and they told me they don't need to link or add any notes to our reservations for B2B only to go see guest services on the ship to find out further info.... Does this sound right?

 

It does sound right; both of our B2B's included a quick trip in person to Guest Services to confirm our consecutive cruiser status. Allow a couple of days for the list to be forwarded to them. :) Have fun!

Wife and I are doing B2B on Allure in July. I can't seem to find anything via the Australian RCCL website to link 2 Consecutive cruises. Not sure the the Australian site is a little different.

 

I've called RCCL couple of months ago and they told me they don't need to link or add any notes to our reservations for B2B only to go see guest services on the ship to find out further info.

 

Does this sound right? Or should I give them another call.

 

By the way we are in different stateroom on the second leg not sure if that's makes much difference.

 

 

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As Langley Cruiser said, when you fill out the information for your setsail passes enter the arrival (first cruise) as consecutive cruiser and departure (second cruise) as consecutive cruiser. I was also told that once both cruises are paid in full you can call and have them linked. If you do it before it can get messed up, at least that's what I have been told. I always check with Guest Relations during the first cruise and make sure they have me as a consecutive cruiser. Enjoy!

Wife and I are doing B2B on Allure in July. I can't seem to find anything via the Australian RCCL website to link 2 Consecutive cruises. Not sure the the Australian site is a little different.

 

I've called RCCL couple of months ago and they told me they don't need to link or add any notes to our reservations for B2B only to go see guest services on the ship to find out further info.

 

 

We did a B2B a couple of months ago on Radiance out of Sydney, so the situation was probably simpler than over there when you go on Allure, but when you talk to guest services, B2B is not something they seem to understand and you must ask for the Consecutive Cruisers' Coordinator. We told the Desk and several other staff that we were "back to backs" and they did not seem to recognise that term. Make sure you don't leave a message with someone that has no idea what you mean. Ask to speak pecifically to the person that handles this.

 

Here is a copy of the letter we received, which was relevant to this cruise particularly as we had a deep clean happening due to a Norovirus outbreak on the first leg of the cruise. (Luckily we never got it). I have also included a copy of the "in transit" card we had to carry - with our new seapass. The card alone does not get you on the ship again. They gave us the card with the letter.

 

We rang before sailing and were told our cruises could not be linked as they had been booked at different times. The first leg was a later booking.

 

 

 

Edited April 19, 2014 by goodycruising

Thanks, goodycruising, for posting the information you received. It's nice to actually see what it might look like (we'll be on Explorer for our B2B). Also nice to learn that the "correct" term is consecutive cruiser.

Per the above poster, the In Transit Card was in our instruction envelope. We did not have to print it.

LuLu

~~~

People have used Adam Goldstein's email address for complaints: agoldstein@rccl.com.

 

Corporate Guest Relations is also an option: (800) 256-6649.

 

Adam is no longer in charge of Royal Caribbean, he has been moved to the parent company. It is unlikely to get much of a response from him at thi spoint.

 

http://www.miamiherald.com/2014/04/07/4044385/adam-goldstein-head-of-royal-caribbean.html

Thanks, goodycruising, for posting the information you received. It's nice to actually see what it might look like (we'll be on Explorer for our B2B). Also nice to learn that the "correct" term is consecutive cruiser.

 

I thought it might be handy for others. We thought the term B2B was so widely used here that the staff onboard would know it also. When we spoke to the service desk on day one the fellow said he would pass our message on, but he must have had no idea what the hell we were saying in our Aussie accents.

 

If we hadn't begun taking about it with others in the diamond lounge, that knew about the meeting which was scheduled to give us info about having to get off for a bit due to the deep clean, we don't know how long we would have gone on thinking everyone knew we had every intention of staying on for another leg. Our room attendant and the diamond concierge knew, as we talked to them about it, but the person that needed to know didn't.

 

We found the move to a different cabin to be quite easy though. It was only half a pack as they take your items from the wardrobe. It was nice to get to the room and our stuff was there. Quick unpack of the non wardrobe stuff from the suitcase and we were ready.

Edited April 19, 2014 by goodycruising

When doing a B2B make sure you get your new seapass card before getting off the ship. Sometimes you get it at the B2B meeting, other times you get it when you meet the staff escorting those doing B2B. The staff member will escort you off after the other passengers have disembarked. There will be no long lines and you will "ding" out, run thru customs and "ding" back in with your new seapass card. If you get off early you will have to go through customs with everyone else. Most of the time you will have to wait for general boarding to come back on. I've done several B2B, have followed instructions and have not had any problems.

Not sure how many B2Bs ("several") you have done, but while what you describe is often what happens in US ports, I can guarantee that B2Bs do NOT have totally consistent procedures, especially when non-US B2B ports are factored in. I'd say the majority of my non-US B2Bs never required leaving the ship, and on some others the new SeaPass was issued shore side. Many ships provide good instructions to B2Bers, and other time virtually no instructions are given.

 

Thom

Adam is no longer in charge of Royal Caribbean, he has been moved to the parent company. It is unlikely to get much of a response from him at thi spoint.

 

http://www.miamiherald.com/2014/04/07/4044385/adam-goldstein-head-of-royal-caribbean.html

While Goldstein has been made COO of RCCL, as far as I know there has been no replacement named as President of RCI and he still holds that position also. Do you have information to the contrary? [The link you provided says "A search is on for a new president and CEO of Royal Caribbean International"]

 

Thom

Not sure how many B2Bs ("several") you have done, but while what you describe is often what happens in US ports, I can guarantee that B2Bs do NOT have totally consistent procedures, especially when non-US B2B ports are factored in. I'd say the majority of my non-US B2Bs never required leaving the ship, and on some others the new SeaPass was issued shore side. Many ships provide good instructions to B2Bers, and other time virtually no instructions are given.

 

Thom

 

You are correct. All but one of my B2B have been in the US. And on the one non-US we were given our seapass cards the night before and didn't have to leave the ship. The OP was in the US.

People have used Adam Goldstein's email address for complaints: agoldstein@rccl.com.

 

Corporate Guest Relations is also an option: (800) 256-6649.

 

 

Bob, you think that Adam is listing,now that he has been kicked upstairs?

 

Suggestion for now, till Adams replacement is names, is to ask Corporate Guest Relations for a name and email of some senior VP that will be overseeing this.

 

Then come back and let us know who we can direct our thoughts, complaints etc to.

 

We just had a thread on B2B problems, and I have never had problems, but I don't follow Royal Caribbeans rules. I don't link my B2B's

 

We head out this morning for another magical 30 days on the seas!!:)

 

Rick.

You are correct. All but one of my B2B have been in the US. And on the one non-US we were given our seapass cards the night before and didn't have to leave the ship. The OP was in the US.

 

 

Thanks to all for the sage advice. We are doing a B2B on Brilliance where the turnaround point is Harwich...anyone know what happens in the UK?

 

 

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Bob, you think that Adam is listing,now that he has been kicked upstairs?...

You're probably right Rick, there's likely a better email address to use now.

 

However, my guess is that Adam's staff was monitoring that email address, and they probably still will monitor it for a while.

While Goldstein has been made COO of RCCL, as far as I know there has been no replacement named as President of RCI and he still holds that position also. Do you have information to the contrary? [The link you provided says "A search is on for a new president and CEO of Royal Caribbean International"]

 

Thom

 

From the people I know that work there, it is abundantly clear that he no longer holds that position. It is empty until filled.

ZJC,

 

When we did B2B in the past, we met with the group on the disembark day for the first week as instructed. We then stayed with them for the turn around process which took all of about an hour including getting new cards, passing through customs with forms, new security photo, etc. After that, we were back on the ship. Since we couldn't go to our cabin, we then left the ship for a while for local shopping and returned a few hrs before departure time. Was easy. Next time, stay with the B2B group until all details are taken care of. Then head out and enjoy the day if you wish.

 

Another point you made in your post was that you were not on the ship's B2B list and had to go find the info yourself, etc. Did you book the 2 weeks as B2B or did you book one week, then later add a second week? I did the latter on our B2B assuming RCL would figure out we were planning B2B. Prior to the cruise, found out I needed to be sure to let reservations know we were gonna B2B. I did and we were put on the list and all forms ready for us. Prior to that call to inform them of my intended B2B, my 2 reservations were individual just like the thousands of others each week.

Apparently you did read the original post completely as the person already disclosed what the problem was by having stated "as being held captive until someone could find out I hadn't printed the In transit card my self!"

 

If the 2 cruises are properly linked as a B2B than there will also be a an "Intransit Document" that has to be printed when completing the on-line check in for both cruises.

 

We are going on our first B2B next year. What is the "Intransit Document" and where will I find it? Is it part of the SetSail document?

 

Update... never mind, I should have read the entire thread first....

Edited April 19, 2014 by edjny

ZJC,

 

When we did B2B in the past, we met with the group on the disembark day for the first week as instructed. We then stayed with them for the turn around process which took all of about an hour including getting new cards, passing through customs with forms, new security photo, etc. After that, we were back on the ship. Since we couldn't go to our cabin, we then left the ship for a while for local shopping and returned a few hrs before departure time. Was easy. Next time, stay with the B2B group until all details are taken care of. Then head out and enjoy the day if you wish.

 

Another point you made in your post was that you were not on the ship's B2B list and had to go find the info yourself, etc. Did you book the 2 weeks as B2B or did you book one week, then later add a second week? I did the latter on our B2B assuming RCL would figure out we were planning B2B. Prior to the cruise, found out I needed to be sure to let reservations know we were gonna B2B. I did and we were put on the list and all forms ready for us. Prior to that call to inform them of my intended B2B, my 2 reservations were individual just like the thousands of others each week.

 

 

Hello

 

They told us if we stayed with the group we could not leave the ship we would have to remain on board all day.

 

and no we booked the cruises together it was a RC problem as they had us down as back to back at head office

 

 

 

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ZJC,

 

When we did B2B in the past, we met with the group on the disembark day for the first week as instructed. We then stayed with them for the turn around process which took all of about an hour including getting new cards, passing through customs with forms, new security photo, etc. After that, we were back on the ship. Since we couldn't go to our cabin, we then left the ship for a while for local shopping and returned a few hrs before departure time. Was easy. Next time, stay with the B2B group until all details are taken care of. Then head out and enjoy the day if you wish.

 

Another point you made in your post was that you were not on the ship's B2B list and had to go find the info yourself, etc. Did you book the 2 weeks as B2B or did you book one week, then later add a second week? I did the latter on our B2B assuming RCL would figure out we were planning B2B. Prior to the cruise, found out I needed to be sure to let reservations know we were gonna B2B. I did and we were put on the list and all forms ready for us. Prior to that call to inform them of my intended B2B, my 2 reservations were individual just like the thousands of others each week.

 

Ken, you and others: Please stop implying that zjc did something wrong. I have experienced similar difficulties recently doing B2B cruises. I called before I left. I contact Guest Services, the Concierge, the Loyalty Ambassador and anyone else I could think of. Even so, I have been left out of B2B letters, instructions, meetings, etc.

 

It happens.

Ken, you and others: Please stop implying that zjc did something wrong. I have experienced similar difficulties recently doing B2B cruises. I called before I left. I contact Guest Services, the Concierge, the Loyalty Ambassador and anyone else I could think of. Even so, I have been left out of B2B letters, instructions, meetings, etc.

 

 

 

It happens.

 

 

Thanks Merion Mom I'm glad I'm not alone in my experiences if you understand what I mean!

 

I too did the same as you and still left out of the meetings, it's lucky I had read this forum to understand a meeting was held!

 

 

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I have posted about this on other threads, we did a B2B on Oasis in December last year, similar problems and we had the "in transit card" - we tried to skip the line of people waiting to get to either the baggage claim or the customs line but kept getting told to stay in in the line. Very frustrating. Thanks to a gentleman called Craig who is a serial B2B cruiser, we knew that it would take at least 2 hours to get off the ship as the cruise line cannot control what the customs people do. Funny thing also was when we arrived at the customs counter, the people in front of us had their luggage etc and nobody checked their handbags or anything and when we presented the "in transit" card the customs officer check our handbags/backpacks .... seriously we were getting OFF the ship for the day.

 

One thing I did notice when we disembarked and embarked on changeover day was that the ding thingy actually did 2 dings which indicated that we were B2B and although we had to go through security getting back on the ship, we walked straight past the check-in counter and went upstairs to the setpass scanner, the ding went twice and they stopped us to take another photo for the next card.

 

At the consecutive cruiser meeting we filled in a form for the 2nd weeks bookings for comedy shows and headliners but guess what - no bookings in the system for the 2nd week, so that was a waste of time!

 

We picked up our seapass for the 2nd cruise on the friday morning from guest services (we cruised on oasis which leaves on a saturday). We had to take both sets of cards, the 1st weeks cards to disembark and the 2nd weeks cards to embark. To be honest it's really not worth the hassle and I did discuss this with someone from guest relations.

 

On a related topics, we also used the luggage valet when we got off the ship, after the B2B. Which meant we didn't have any luggage, so in theory should have been able to fast track through the line again and go straight to customs, but NO same story, we had to join the line and wait for people to get downstairs to the luggage collection area and then line up again in the customs line.

 

When I spoke to guest relations after the changeover day and I asked about disembarking when using luggage valet and explained how long it took on changeover day and would it be the same, was told NO you can just walk down to the customs counter. The staff did advise that in the past they had escorted B2B and luggage valet users off the ship but it was at a pre-designated time and the service wasn't well used so they stop offering it.

 

Good luck with your complaint I hope that you get an outcome for future cruisers, BUT like I said I wouldn't bother next time.

Robbo

Even if you link your bookings, go to guest services during the 1st cruise and make sure that they are aware that you are a consecutive cruiser.

 

We did not change cabins, but I understand that if you do, you will need to pack up anything that's in drawers etc into your luggage. The staff will move your luggage and anything hanging in the wardrobe for you.

 

I might get flamed for saying this, but Fort Lauderdale and Miami Beach are nice places but not as great as our beaches.

 

On the changeover day between cruises, after it took almost 2 hours to disembark (not the fault of the cruise line rather customs officers), we caught a taxi to the beach - it was a nice day but very windy, most of the malls are a fair distance away. Then when we got off the ship after the 2nd week, we hired a car from Fort Lauderdale airport, so caught a taxi and then drove to Miami - you will need a Sunpass (like a govia card) prepaid otherwise you get charged extra, it was about a 30 minute drive to South Beach which was OK and then we went to the mall area which was similar to broadbeach / surfers mall on the Gold Coast but much longer. The area is populated by cubans which were really nice people but parking was very difficult. We eventually found a carpark building which was good because most of the streets around South Beach has parking but only for residents.

 

Our next destination was Washington and our flights was 9.30pm the night of disemarking so we thought we would check out Miami. The driving was easy and americans drive much faster than the speed limit so you have to keep up!!! Sorry you might have been to the USA before so jut saying!

We recently returned from our first b2b which was on Explorer. I confirmed by phone before leaving for cruise #1 that we were indeed listed as consecutive cruisers. However when doing our online check-in no In-Transit card was available to print. Once on the ship and about 3 days before the end of the first cruise I stopped at Guest Services to re-confirm our CC status. I was told we would receive an informational letter in our stateroom at the end of the week. The rep also briefly explained the process and at that point I told her we would remain on the ship and not go into port. When we received our letter it did not include an in-transit card perhaps because I told GS that we were not getting off the ship.

 

The letter instructed us to meet in the Champagne Lounge at 10 to be escorted off the ship into the terminal and through customs. At that time she gave us our new seapass cards. We actually left the ship at 10:30 when the last guests were cleared. The officer was with us the entire time and provided instructions for every step. Once through the customs line we had to stand against a wall as a group and we were warned not to go near the exit or we would no longer be under the officer's control, we would be on our own. I estimate once we left the ship, boarded the terminal shuttle, cleared customs, caught the shuttle back to the ship all took less than 1/2 hour probably more like 20 minutes. I was impressed at the efficiency of the process. We were also invited to a CC lunch in the MDR.

 

For those of you who are apprehensive about doing a b2b just try to be pro-active and informed. If you don't have an information letter by the morning of your last full cruise day, make a trip to guest services.

 

Happy cruising!

Edited April 21, 2014 by seeshore

I've only done one B2B and I did not get off the ship (well, technically I did because the port required it, but it was as a group and I got right back on board). So, I have no experience with the OP's situation. However, I do know that pretty much everything that happens beyond the end of the gangway is beyond RCI's control. Customs, Homeland Security, and the Port Authority are running the show on land. From speaking with a few crew members during my B2B and from my own experience with different ports, each port is handled differently and procedures can vary from week to week depending on the personnel on duty. Just as an example, I've experienced everyone goes through customs with extensive searching (questions, look in the bags, etc.) I've experienced just handing the customs form to a person as you walk past. I've experienced getting to keep the customs form and just walking off the ship and into a cab. All three were post-9/11 experiences in various US ports.

 

So, you can write a letter or call RCI, and I'm certain they'll be very compassionate and do everything in their power to "make it right" with you. But in the end I don't think they can do much to influence US Government agencies. Also keep in mind that RCI and the ship's crew will do their best to tell you how it works, but the government agencies don't keep the crew informed. Each time the ship makes port, the local authorities tell the crew how it will be that time and that's it. After all, it is a foreign ship (registered in the Bahamas?) making port on US soil.

 

I hope the OP's experience is an anomaly and is not something typical at Port Everglades because I'm about to try the same thing on Allure in a few weeks. It would really suck to spend the day in the terminal arguing with civil servants.