(I'm about to rant... for that.. I'm sorry)
Cliff Notes: Have spent 30+ hours on the phone with customer service and supervisors and booking is still messed up. Is there someone higher up I can call?
We originally had a cruise scheduled for August 2020. Obviously that got cancelled and we were issued FCCs. We used those to book another one for April 2021. That one also got cancelled. We decided to push way out and book for March of 2022. However, the sticking point here is one of the individuals who was originally slated to go, could no longer go. I relayed that to the Sales representative I spoke to and expressed my concern that this individual would lose not only the money he spent for the cruise, but also the money he had spent for the drink package. The sales rep informed me that once the credits are applied, they will remain applied to the room itself and at that point I can change the name on the cruise to someone else. The replacement could pay the original on their own.
During that process, the FCC's they issued could no longer be applied to the new one, since they were applied to the second one and they did not give us new numbers.
It took about 12 hours of phone calls to finally get that resolved, but it got resolved and had the FCC's applied to the rooms.
I waited about a week to make sure everything was in there, then called and changed the one person out. When this happened, it removed the FCC, but not the On Board credit that was applied. It actually increased the balances on two other rooms by nearly 100% and the balance on the room in question by 300%.
I called again, multiple times and dealt with about 5 people over just as many calls, each call being 2-2:30 hours a piece. Eventually the final person was able to get the two rooms back to the original balance due, and the one room down to 100% more (about $570, vs the nearly $1000 it had risen too). He informed me that I would receive a new FCC for the difference so we could apply it and get that room back down to the $261 it should be, but it would take about a month. That month came and went. I never received it.
So, again, I call back. I end having to do this again 3-4 more times, each call again being over 2 hours. This time I'm told the FCC can not be kept on the room because it's for a specific person. I spoke to a supervisor and I informed them that the sales rep told me I could and the rep who tried fixing the room costs also said it was allowed. They checked the audio for the 2nd person who had made the changes and determined that the 2nd person did not tell me otherwise and agreed it could be done this way. However, they refused to look for the sales call. I was informed I would have to have the one person who couldn't go email them with authorization and they would call me back this past Monday, but they would make an exception and apply the credits due to the misinformation of the one representative once they received that email.
The person sent the email last Thursday. Monday came and went, and no telephone call (shocked). I've now been on the phone again, for another 2 hours (and counting) and they simply have no clue how to fix this or make this right.
At this point, I'm about 15+ calls in and I've spent well over 30 hours trying to get this resolved. This is the most incompetent customer service I've ever spoken with. We have 3 cruises scheduled with Royal Caribbean (6 total rooms) and I'm on the verge of cancelling all 3.
Is there a higher up like some kind of VP or Supervisors Supervisor or something I can call? No one on the regular customer service knows what they are doing.