Jennefer Teegen
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Posts posted by Jennefer Teegen
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12 hours ago, Bellaggio Cruisers said:
Hi Jennefer
i am deeply disappointed that you never responded to my recent problems on Regent, which I have written about extensively on Cruise Critic these last two months.
I have been a loyal groupie on Regent since my sailing on Raddison Diamond December 1992.
Herb and I are seriously considering other luxury cruise lines because of the treatment I have received recently.
I guess we are not all that important to either Regent or you.
Sheila and HerbHi Sheila,
There are a few of us that monitor posts on Cruise Critic, but really the best way to reach us is through email, to ensure nothing is missed. I believe you are in communication with my colleague Sara, but I am happy to discuss your concerns on your recent cruise. Please reach out to me via email at jteegen@rssc.com and we can discuss further.
Regards,
Jennefer
Jennefer Teegen | Director of Guest Experience and Loyalty
P: +1 954.940.7217 | 😄 352.870.8279jteegen@rssc.com| www.rssc.com
Regent Seven Seas Cruises
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1 hour ago, makai 7 said:
Hello Jennifer
we actually met and spoke to you while in line at the ropeway on one of the excursions.
Thank you for your kind response. I will send an email to you in a few days and we can have a conversation.
With much appreciation
Mrs Makai 7
Perfect. Please reach out at any time.
Best,
Jenn
Jennefer Teegen | Director of Guest Experience and Loyalty
P: +1 954.940.7217 | 😄 352.870.8279jteegen@rssc.com| www.rssc.com
Regent Seven Seas Cruises
7300 Corporate Drive, Miami FL 33126
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2 hours ago, makai 7 said:
Dear Regent Seven Seas Cruises
Our relationship began in 2011. Like many new relationships, we were flush with excitement, anticipation, and the feeling of new love.
Over the years, we spent quite a bit of time together, 119 nights plus pre- and post-cruise experiences. As the years progressed, it began to feel like you were no longer as interested in us as we were with you. Like many relationships, the initial crush ended. Instead of an even give-and-take, it felt more and more like you were taking without giving in return.
On this most recent cruise, it was obvious to us that you were no longer interested in us at all, and that you no longer cared about any of the things that made us fall in love back in 2011.
Please take this “dear John” letter as our way of breaking up with you. It is over. We wish that our final memories of you were the “Unrivaled Experience” that you advertised. They were certainly memorable, but not in a positive way.
Sincerely
Mr. and Mrs. Makai 7
Mr. and Mrs. Makai 7,
We certainly are not ready to say goodbye, and are willing to figure out how to reignite the spark that was once there. I was actually onboard with you and would love to talk through your issues and concerns. Please send me an email at jteegen@rssc.com so we can properly address everything and hopefully you can give us a second chance to prove our commitment to you!
Warm Regards (and a little heartache),
Jennefer
Jennefer Teegen | Director of Guest Experience and Loyalty
P: +1 954.940.7217 | 😄 352.870.8279jteegen@rssc.com| www.rssc.com
Regent Seven Seas Cruises
7300 Corporate Drive, Miami FL 33126
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4 hours ago, BellaOnline said:
I'm so sorry you had the situation happen to you. It makes no sense when a counter agent won't help. That is what they are there for - to help you get on the plane. I hope your Turkish Air travel goes more smoothly than ours did!
My mom just emailed our travel agent to see if we'd gotten any word on Mom's reimbursement (over $500) for the Uber drive. The travel agent said she'd sent two email messages to Regent and hasn't even gotten a response yet. So that is really disappointing. I will absolutely be writing Regent myself now that I have the whole trip documented.
Hi @BellaOnline – I am so sorry to hear about the challenges with your trip home. I know that our Guest Relations department has reached out to your Travel Advisor, and we’ll certainly try to resolve all the issues as soon as possible. If you would like to reach out to me directly, you can email me or call me (info below). Thank you!
Jennefer Teegen | Director of Guest Experience and Loyalty
P: +1 954.940.7217jteegen@rssc.com| www.rssc.com
Regent Seven Seas Cruises
7300 Corporate Drive, Miami FL 33126
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On 7/14/2022 at 2:46 PM, rkaratsu said:
I must receieve at least two to three mailings from Regent every week (and TBH, don't even look at most). How can I opt out of receiving them? I looked on the web site, logged into my account and tried calling Regent all to no avail.
TIA.
RK
@rkaratsu please email me at jteegen@rssc.com with your name and seven seas society number and I will opt you out of our mailing list. Thank you!
Jennefer Teegen | Director of Guest Experience and Loyalty
P: +1 954.940.7217jteegen@rssc.com| www.rssc.com
Regent Seven Seas Cruises
7300 Corporate Drive, Miami FL 33126
AN UNRIVALED EXPERIENCE™
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13 hours ago, RetroRod said:
@RetroRod Thank you for reaching out to me. To clarify, due to all the reasons pointed out in Jason Montague's video posted on this thread, the Custom Air Department is experiencing a very high volume of phone calls to their direct number, which is causing very long hold times - and the majority of the calls they are taking are for new requests. As these new requests can be taken by our general reservations agents, by routing the calls to that larger team instead, we are freeing up the Custom Air agents to be able to work with the airlines on all of the requests in the queue. As Jason also mentioned, in the next week we’ll also be launching the online form for Custom Air requests to further alleviate the need to call to submit a request.
Regent has almost doubled the amount of our air agents and continues to hire more, however training takes time as each airline has different classes of service for contracts, plus we have certain time windows, based on ships departures guest must arrive within.
If flights are cancelled day of, the airlines take complete control of the inventory and route guests accordingly. If guests do have an emergency during our hours of operation, our reservation team will connect them to an air agent. Outside of our normal business hours, for emergency services, guests can call our regular 800 number and press 7, and be connected to our afterhours emergency service group. I hope this provides additional clarity. Thanks all for your patience!
Jennefer Teegen | Director of Guest Experience and Loyalty
P: +1 954.940.7217jteegen@rssc.com| www.rssc.com
Regent Seven Seas Cruises
7300 Corporate Drive, Miami FL 33126
13 hours ago, RetroRod said:This is the email I sent to Jennefer Teegen at RSSC. Hopefully, we get a response.
Hello Jennefer
From a previous post on Cruise Critic you identified yourself as the Regent Director of Guest Experience and Loyalty. There have been a number of posts by upset customers on CC regarding the changes to the custom air process. The posts on the Regent board are listed in the post titled “change to custom air procedures”. It would be very helpful if you could read what people are saying and respond accordingly. I and the Regent community look forward to hearing from you.
Regards
“Retrorod”
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@forgap Our website is in the process of being updated, but we have recently changed our policy so that the shipboard credit may be applied to either your current upcoming voyage, or your future booked voyage--you may choose which to apply the credit to. If you need additional help regarding the deposit, please feel free to send me an email at jteegen@rssc.com and I am happy to assist you. Thanks!
Jennefer
Jennefer Teegen | Director of Guest Experience and Loyalty
P: +1 954.940.7217jteegen@rssc.com| www.rssc.com
Regent Seven Seas Cruises
7300 Corporate Drive, Miami FL 33126
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10 hours ago, flossie009 said:
@flossie009 We are excited to welcome our valued guests on board Seven Seas Explorer® and Seven Seas Splendor® very soon, for what will be our first cruises from US ports since the voluntary, industry-wide pause in operations. Our teams have been working extremely hard to ensure that not only will our cruises be compliant with all relevant CDC requirements without the 14-day pause in operations, but that they offer the safest possible environment to travel the world, while protecting the health and well-being of our guests, crew and the communities visited. Let us know if you have any further questions.
10 hours ago, flossie009 said:There is a paragraph on one of the CDC technical instructions pages which seems to offer some wriggle room:
"CDC has provided an alternative to ships sailing out of foreign ports with passengers and repositioning to the U.S., in lieu of operating with no passengers for 14 days prior to resuming passenger operations in U.S. waters. Cruise ship operators may contact CDC to request this information"
Perhaps @Jennefer Teegencan give us reassurance that Regent has everything in place to ensure CDC compliance for the repositioning of Explorer & Splendor, and the restart of Mariner.
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Hi everyone, a few answers to your questions on this thread....
@pingpon1 – yes, we are personalizing and tailoring pre-cruise instructions for guests and communicating those out a few weeks before the cruise.
@GOARMY - As it relates to the timing of the test, many countries/airlines require you to take a test within 72 hours of boarding your flight. For those countries/airlines that do not, we strongly encourage you to do so, and proof of a negative test taken within three days of your flight to the ship is required if you wish for us to reimburse you for expenses incurred between the ship and home, assuming your insurance denies your claim. So in your specific example, your test would need to be scheduled for October 26th, three days prior to you October 29th flight. For our purposes, note that a PCR test that can take up to 72 hours to receive results is not necessary, you may take a different type of test that yields results more rapidly.
Let us know if you have additional questions.
Jennefer
Jennefer Teegen | Director of Guest Experience and Loyalty
P: +1 954.940.7217 | 😄 352.870.8279jteegen@rssc.com| www.rssc.com
Regent Seven Seas Cruises
7300 Corporate Drive, Miami FL 33126
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1 hour ago, Pcardad said:
Thanks! Would you consider answering any of the following for us? We would like to know what product we are buying if you are comfortable sharing the on-board reality..
1. Where, exactly, are masks required. Will this change based on destination? What destinations have what rules?
2. Are you allowed to sit at the bars?
3. Are you allowed to leave the ship on your own or only on Regent excursions?
4. How are you handling passengers meeting up with friends and family in different ports we stop at?
Thank you for taking the time to answer...we have ben waiting a long time for someone to tell us what is going on and we appreciate it.
@Pcardad sure, here is our current position on your questions....
1. Where, exactly, are masks required. Will this change based on destination? What destinations have what rules? It will be best to continue to check the FAQs as this is definitely an ever-evolving situation. As mentioned previously, we are also communicating cruise-specific details to travel agents and guests on each individual sailing a few weeks prior to departure to ensure everyone has the very latest information.
2. Are you allowed to sit at the bars? This varies by destination and will be communicated onboard.
3. Are you allowed to leave the ship on your own or only on Regent excursions? This protocol too varies by destination and will be communicated to travel agents and guests as their voyage approaches.
4. How are you handling passengers meeting up with friends and family in different ports we stop at? If the port allows for independent exploration on shore, guests are of course welcome to do as they wish so long as they are following local regulations. We are not currently allowing for visitors to come aboard the ship while in any port.
As you can see, so many things vary by cruise, that is why we have taken the approach to reach out to travel agents and guests on every sailing with these more specific details. We look forward to a time when things are back to “normal” and as always, thank you for your patience and understanding!
Jenn
Jennefer Teegen | Director of Guest Experience and Loyalty
P: +1 954.940.7217 | C: 352.870.8279jteegen@rssc.com| www.rssc.com
Regent Seven Seas Cruises
7300 Corporate Drive, Miami FL 33126
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Good morning everyone! The testing before you leave home is required for many countries, and for those countries you should ensure that whichever test you are taking meets the requirements of that country (and we are sharing those requirements with guests booked on those voyages a few weeks before travel). For countries that do not have a testing entry requirement, we strongly advise guests to take a test (PCR or Antigen from a registered test provider) to avoid travelling while positive. Further, if you test positive at the pier and are denied boarding, proof of a negative test result within three days before travelling from home is required should your insurance not cover your travelling expense to the ship and back home, and you wish for us to reimburse you for that portion of your travel.
@Pcardad and @Portolan – If you test negative before travelling from home and then subsequently test positive at the pier, and your insurance denies your claim or you do not have insurance, you will receive an FCC/refund regardless of your negative test before leaving home.@Sunprince – the FAQs are correct. If a guest does not get a test prior to leaving home and tests positive at the pier, they will be issued an FCC/refund for the cruise fare if insurance denies your claim or you do not have insurance. But again, for reasons posted above, we strongly suggest you do take a test before leaving home.
@forgap - @DaveFR’s earlier post accurately describes why the Ticket Contract and FAQ are out of sync, and they will remain out of sync, which is why the Ticket Contract references the FAQs. The situation is so fluid that updating the FAQs as things evolve can be done quickly, versus making frequent changes to the Ticket Contract. The FAQs on the Safety Protocols page more accurately reflect current policies than the Ticket Contract.
Thank you all for your patience and understanding as we navigate these challenging times!
Jennefer
Jennefer Teegen | Director of Guest Experience and Loyalty
P: +1 954.940.7217 | 😄 352.870.8279jteegen@rssc.com| www.rssc.com
Regent Seven Seas Cruises
7300 Corporate Drive, Miami FL 33126
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On 9/29/2021 at 3:34 PM, DaveFr said:
It’s also important to ensure that the language of the Ticket Contract does not conflict with the Sailsafe Health & Safety Program section of the website. The Ticket Contract expressly provides that if there is a conflict, the language of the website controls.
Dave
@DaveFr you are correct – the policies on www.rssc.com/HealthSafetyProtocols are updated in lieu of continually updating the Ticket Contract.
To answer your other questions (I think I have them all!), we do not specify the type of pre-travel test (PCR vs Antigen), just that it needs to be performed by a registered provider (any third party such as a pharmacy, mobile government test site, etc.) that includes in the results all of the below.
· Your test result must be in English.
· You must provide the original test result notification that includes the following information:
o Your name, which should match the name on your travel documents
o Your date of birth or age
o The result of the test
o The date the test sample was collected or received by the test provider
o The name of the test provider and their contact details
o Confirmation of the type of test provided
Please note that as many of these requirements are changing rapidly, we are now e-mailing travel agents and guests on our closest-in sailings both pre-cruise requirements and entry requirements to the countries the cruise will be visiting. Thank you for your patience and understanding – and we look forward to welcoming you all onboard!
Jennefer
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23 hours ago, Sunprince said:
Hello Jennifer, can I ask if you are a Regent representative clarifying company policy? Regents health and safety protocols refer to reimbursement of travel expenses but is silent on refund\FCC if testing positive. On another thread Flossie has posted the T&Cs which does provide clearer language regarding refund. See link below, S5(d)
https://www.rssc.com/sites/default/files/2021-04/RegentSevenSeasCruises_TicketContract_042121.pdf
Hi,
Yes I am the Director of Guest Experience and Loyalty. I will ensure my CC account is verified. To avoid any confusion, I can confirm that if you test positive prior to leaving home within three days of embarkation and have to cancel, or you test positive at the pier the day of embarkation, you should submit a claim to your insurance provider. If your insurance provider denies your claim, or if you do not have insurance, you may submit proof of the denial of claim along with the positive test from a registered provider, and we will refund your cruise fare. We are going to add an FAQ to the website to ensure this is clear. Let us know if you have further questions. Thanks!
Jennefer Teegen | Director of Guest Experience and Loyalty
P: +1 954.940.7217 | C: 352.870.8279jteegen@rssc.com| www.rssc.com
Regent Seven Seas Cruises
7300 Corporate Drive, Miami FL 33126
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Hello Cruise Critic community! For the sake of clarity, while many countries require a test to arrive (or even board a flight to their country), even for those that do not, we strongly suggest you get tested prior to flying to the ship to avoid travelling while positive. If you test positive at the pier, we will refund your cruise, however if you are not able to provide proof of a negative test result taken prior to leaving home, we will not reimburse your travel expenses between the ship and your home.
More information on these policies including an FAQ can be found here: https://www.rssc.com/HealthSafetyProtocols
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On 6/17/2021 at 10:35 PM, Pcardad said:
They CAN but since Jason went to RCC I do not believe they have replaced him...
Hi @Pcardad and @annapolitan369My name is Jennefer and I am the new Director of Guest Experience at RSCC. While we do not regularly monitor Cruise Critic, I am happy to assist with any issues directly. I can be contacted at jteegen@rssc.com. Thank you!
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Embarkation at Venice/Fusina
in Regent Seven Seas Cruises
Posted
Hi everyone!
For those guests who are disembarking, embarking or transiting from Venice’s Fusina port, you will receive a notification via email explaining all procedures. A summary of what is included in that communication is below.
Please contact our offices with any additional questions:
• United States / Canada: 1.844.4REGENT (1.844.473.4368) or (954) 776-6123
• United Kingdom: 023 8082 1390
• Rest of Europe: +44 23 8082 1350
• Australia / New Zealand / Asia Pacific: 1.300.455.200
• Latin America / Brazil: 0800 400-3132 or +1 (954) 940-7486
Situated approximately 12 miles/20 kilometers from Venice center, Fusina allows for more convenient exploration of the City of Canals.
Check-in Information
While the ship is sailing from Fusina, all check-in procedures will take place at the Venice Cruise Terminal located in the city of Venice.
Here, all guests must check their luggage and go through the routine check-in procedures. You will then be transported to the ship in Fusina port which is situated on the western shore of the Venetian Lagoon (an approximately 30 minutes’ drive).
Additional Check-in Information for Cruise-Only Guests
For guests who have independent travel arrangements, please do not go directly to Fusina port as no taxis or private cars are permitted to enter the berthing facility.
The full address of the Venice Cruise Terminal is: Venezia Terminal Passeggeri, Fabbricato 248, 30135 Venezia VE, It.
Shore Excursions/Independent Tour Arrangements
While the ship is docking in Fusina, which is situated on the western shore of the Venetian Lagoon, the Venice Cruise Terminal will function as the central hub for transportation, and we will provide a regular schedule of shuttles to and from the Venice Cruise Terminal during the stay (the approximate transport time between Fusina and the Venice Cruise Terminal is 30 minutes).
All shore excursions and independent tour arrangements should dispatch from the Venice Cruise Terminal. Please note that no taxis or private cars are permitted to enter the berthing facility in Fusina.
Disembarkation Information
While the ship is docking in Fusina, which is situated on the western shore of the Venetian Lagoon, disembarkation formalities and luggage claim for all guests will take place at the Venice Cruise Terminal located in the city of Venice.
Regent will arrange for all guests to be transported from Fusina port to Venice Cruise Terminal for official disembarkation (an approximately 30 minutes’ drive), from where guests can continue their onward journey.
Jennefer Teegen | Director of Guest Experience and Loyalty
P: +1 954.940.7217
jteegen@rssc.com| www.rssc.com
Regent Seven Seas Cruises
7300 Corporate Drive, Miami FL 33126