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About rustycruzr

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  1. We had about 8k tied up into 2 cruises. One cruise was in March, the other in May. When Celebrity announced cruise cancellations in March, we immediately notified our TA that under no circumstances would we accept FCC. I also submitted refund requests on line per the email from LLP-the CEO of Celebrity (the e mail had a link that allowed a passenger to submit a refund request on line). I figured why not do both…(you know, belt and suspenders—it couldn’t hurt). I received everything but $300.00 by mid May. It baffled me why they kept the $300.00. But the customer rep promised we would see
  2. And many cruisers have lost jobs and therefore have no income for the past two months...many of them won't work again, and if they do work, will take jobs making considerably less. With your post, everything is about you, you, and you. Please think about your customer! Here's a suggestion: rather than post here asking us not to do a charge back to the cruise companies, you and other travel agents should get on the phone with the cruise companies and encourage them to do what is necessary to get everyone their refunds within the next 7 days. This action would put the refund issue be
  3. No problem accessing it at all. It was a very instructive article on the tone deafness of cruise industry executives during the beginning of the pandemic. It was pretty damning... This was the article that was deleted from here Sunday morning so I wouldn't be surprised if it didn't last. Cliff notes version is featured on YouTube's Washington Post website...
  4. Glad your friend had a good result and would encourage anyone else to do the same.
  5. Contrary to what one seems to believe, you don’t need a contract. You’re trying to obtain a refund, not start a class action suit. The lever that one would use to preserve their rights is the credit card companies charge back provision. Using this, the consumer needs to show: -A failure to deliver service already paid for by use of the credit card. -Attempts to obtain a refund by working with the merchant who was to deliver the service. -The policy surrounding delivery of refunds as evidenced by pronouncements on the website or written documents sent by th
  6. When I saw this yesterday, it made my blood boil. The collective tone deafness about a major issue facing a good proportion of their customers is astounding. Do they really believe they have no problems here? No acknowledgement, no statement of "this is what we're doing to address the backlog". Instead, crickets...unbelievable!
  7. Actually, its enough to effect a charge back via the credit card company for failure to provide service, which is what many want given the tone deafness of Celebrity senior leadership. Promises were made and subsequently broken with no communication indicating a change in policy. This is evidence of the promise. Re: the CoC, happy hunting...I haven't found anything...nor do I think anyone needs to. The memo suffices...
  8. This was in a memo from LLP, originally on 3/14, then updated on 3/24. It was posted in the alerts section of Celebrity's website. Time frame was 30 days...
  9. Thanks for posting this Argo...you did us a great service
  10. Yes, I've been all over it. My point was that RCCL can't even manage to get a communication out to its current customers...customers who are clearly assuming a good measure of risk. One would think that his corporate communications people would encourage him to give assurances to those whose deposits/payments are being held. Customers don't want to assume that you (Mr/Ms senior leader) know. They want to hear from you. They don't want moving targets. And if you do in fact need to change the contract that you made with the customer (as in lengthening the time
  11. Thanks for this. I rec'd the following on 3/16 directly after I cancelled on line....goes to my moving target comment earlier. Clearly says 30 days...
  12. So if this is true, then its up from 30 days, to 30 business days, to 45 days, and now to 45 business days. That's quite the moving target! I suspect next week it'll be 90 days, then 90 business days... Not very inspiring in the confidence in the brand department...
  13. Interesting...but with all the angst surrounding refunds, you'd think he'd offer a reassuring word or two about that to his current customers who are in the midst of this turmoil. Maybe an acknowledgement that its taking longer than expected, and a promise to refund in X number of days. Instead, crickets. This doesn't inspire a lot of confidence in the brand and its customer relations management strategy.
  14. Why is "the points guy" communicating changes in policy? Shouldn't it be the CEO doing this? She's quick to give us the "we're all in this together" cheer leading mantra along with "this too shall pass" platitude. I would think if she wanted to stem the demand for refunds, she would use her platform to say to her customers we're processing refunds and then offer reasons why its taking so long. Then she should communicate a commitment AND KEEP IT. Don't tell us 30 days, then switch to 30 business days, then 45 days, then 90 days.
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