Another lie by Royal Caribbean to a guest

[Sunny_Skipper]

I'm not trying to be cheap or get away with anything. I spend plenty of money on-board be it at the spa, casino (very little), bar and other venues. This is not my point just giving a little background.

 

I only drink caffeine free diet soda, when I drink soda. Sugar makes me slightly dizzy and caffeine makes my heart a little racy and prevents me from sleeping properly (even 1 can!) I've been checked out medically and my doctor says I am just a little sensitive.

 

I call RCI to find out what type of beverages they serve on-board. After speaking to several people, one of which tried to convince me that diet coke was caffeine free, I finally found out that it is not served on board.

 

I asked if I could bring some on-board and was told I could not. I explained my situation and was told I needed a doctor's note stating it was medically necessary, lol.

 

I told the rep I understand that policies are needed but that a doctor's note was a little extreme. It wasn't like I was trying to bring on board something they serve already and why shouldn't I have my drink of choice on my vacation? It isn't like I can leave the ship and go to another ship or store or hotel and purchase it when I want to.

 

HERE is where the lie comes in. After the above comments the rep told me that it wasn't RCI's policies but that of the Department of Agriculture. I know from this board that Carnival's policy allows this so I called her out on it and asked her if that is what they are told to say. She said that "as far as she knows" that the policy is that of the Department of Agriculture.

 

Just to be fair I wanted to post Carnival's policy regarding alcohol that is in the guest contract from Section 8F

 

"(f) Except as noted below, Guests are prohibited from bringing alcohol on Carnival's vessels for on board consumption. However, at the beginning of the cruise during embarkation day, guests 21 years and older may bring on board, only in their carry-on luggage, one bottle, per person, of wine or champagne, 750ml or less. A $10 corkage fee per bottle will be charged should guests wish to consume this wine/champagne in the dining room, or a $14 corkage fee per bottle if consumed in the steakhouse. All alcohol, additional quantities of wine/champagne and excessive non-alcoholic beverages will be confiscated and discarded without compensation."

 

Additionally a phone call to Carnival (and I only had to speak to one person) revealed that each guest may also pack in their carry-on 12 cans/bottles, etc. 20 ml's or less of beverages.

 

So, why does RCI want to lie about it? I hate when companies try to hush my intelligence with their lies. Why don't they just come out and say that they make a LOT of money on soda and really want to prevent anyone from bringing it on board even when they are not serving their beverage of choice.

 

Best,

Sunny

[ryano]

I asked if I could bring some on-board and was told I could not. I explained my situation and was told I needed a doctor's note stating it was medically necessary, lol.

 

 

That is the general "policy" and what Im sure they are told to say but for the most part, they are ONLY concerned about smuggled alcohol.....Soda is hardly EVER questioned or confiscated.

 

You will not need a Dr's note to bring on board a six or twelve pack of caffeine free diet coke.

 

As far as why they "lied" to you, I cant answer that. The one thing consistent about RCI's customer service is their inconsistency. The Department of Agriculture has absolutely nothing to do with RCI's rules of bringing soda on board though, lol.

[jjb415]

Cruise Critic is a better source of information than Customer Service at Royal Caribbean. I know that isn't the way it should be, but, most here know that to be true.

[ryano]

Cruise Critic is a better source of information than Customer Service at Royal Caribbean. I know that isn't the way it should be, but, most here know that to be true.

 

I totally agree.

[BILLSFAN83]

I don't know enough about the governing agencies to say one way or another. I can sympathize that you want to drink your soda on vacation, but why not just get a note from your doctor. If your doctor gives you a hard time, I think its time to find another one.

 

RC wants to make money, but there is no reason why they should or would, tell you directly... sorry we want to make money.

[Sunny_Skipper]

I guess for us the problem is that we want to carry-on our luggage. Will they confiscate it if we carry it on?

 

If I can't get my soda on board through carry-on I will check it with the porters!

 

I don't know why they want to lie about it. It just makes my angry as a consumer to be lied to. I know it happens everywhere but I am just so tired of it.

 

Best,

Sunny

[time4u2go]

Department of Agriculture...lol that's a good one.

 

Since it's such a specific answer, I have to wonder if the representative dreamed it up themselves, or if it's not in some Standard List of Answers that the representatives have.

[Sunny_Skipper]

I don't know enough about the governing agencies to say one way or another. I can sympathize that you want to drink your soda on vacation, but why not just get a note from your doctor. If your doctor gives you a hard time, I think its time to find another one.

 

RC wants to make money, but there is no reason why they should or would, tell you directly... sorry we want to make money.

 

My doctor would probably write me a note stating I should STOP drinking diet soda all together, lol. But seriously, that seems a little extreme to me. I'm sure I could get my doctor to write it but what about people who don't have a doctor or who can't afford a doctor because they have no insurance?

 

But the point is that RCI just lies to justify their policies.

 

Best,

Sunny

[ryano]

I guess for us the problem is that we want to carry-on our luggage. Will they confiscate it if we carry it on?

 

If I can't get my soda on board through carry-on I will check it with the porters!

 

I don't know why they want to lie about it. It just makes my angry as a consumer to be lied to. I know it happens everywhere but I am just so tired of it.

 

Best,

Sunny

 

If it were me, I would just pack it in a carry on and stroll on through without a worry in the world. I really really really doubt they are going to give you a hard time over a 12 pack of soda......Alcohol is their biggest concern.

 

Heck I have seen people carry on 12 packs of soda and water by hand without packing them in any kind of luggage!

[BILLSFAN83]

My doctor would probably write me a note stating I should STOP drinking diet soda all together, lol. But seriously, that seems a little extreme to me. I'm sure I could get my doctor to write it but what about people who don't have a doctor or who can't afford a doctor because they have no insurance?

 

But the point is that RCI just lies to justify their policies.

 

Best,

Sunny

 

Its a little extreme, but RC is about documentation from top to bottom. As far as the people that don't have a doctor, insurance or can't afford them.... I really don't think they should be spending their money on a cruise.

[Sunny_Skipper]

Ryano, that is too funny! Just visualizing that and thinking of their lie makes it all the more hilarious, and sad!

 

Best,

Sunny

[Puffinater]

I guess for us the problem is that we want to carry-on our luggage. Will they confiscate it if we carry it on?

If I can't get my soda on board through carry-on I will check it with the porters!

 

I don't know why they want to lie about it. It just makes my angry as a consumer to be lied to. I know it happens everywhere but I am just so tired of it.

 

Best,

Sunny

 

We have carried soda on for almost all of our cruises and have never had it confiscated. Doesn't mean it can't be but it hasn't happened to us.

[reallyitsmema]

Per the cruiselines policy, you are not allowed to bring on any beverages. As far as the one rep who said it was because of agriculture rules, they were wrong. They probably knew that there are certain things you can't bring on because of agriculture laws and thought soda was in that category too.

 

The cruiseline does not have every beverage that every passenger wants to drink. They do have diet sprite by the can and sometimes they have caffiene free diet coke by the can, they do not have either of those on the soda gun so will not be covered by a soda package.

 

If your soda is important to you, carry some on. Depending on the port and time of year, you will have no issues. I would not check it because you will most likely be called to the naughty room and they don't usually let you keep anything.

[CruiseSlacker]

Cruise Critic is a better source of information than Customer Service at Royal Caribbean. I know that isn't the way it should be, but, most here know that to be true.

 

It's crazy but it's true.

[Sunny_Skipper]

Its a little extreme, but RC is about documentation from top to bottom. As far as the people that don't have a doctor, insurance or can't afford them.... I really don't think they should be spending their money on a cruise.

 

Seriously Bill? I knew someone would try to defend RCI for lying. If they are "all about documentation from top to the bottom" then why are they lying? Where do they document their lies? I'd like to see that book!

 

This thread is about LYING Bill.

 

Best,

Sunny

[Sunny_Skipper]

Per the cruiselines policy, you are not allowed to bring on any beverages. As far as the one rep who said it was because of agriculture rules, they were wrong. They probably knew that there are certain things you can't bring on because of agriculture laws and thought soda was in that category too.

 

The cruiseline does not have every beverage that every passenger wants to drink. They do have diet sprite by the can and sometimes they have caffiene free diet coke by the can, they do not have either of those on the soda gun so will not be covered by a soda package.

 

If your soda is important to you, carry some on. Depending on the port and time of year, you will have no issues. I would not check it because you will most likely be called to the naughty room and they don't usually let you keep anything.

 

Thanks!

 

Best,

Sunny

[ctcruiser1721]

My guess would be that the rep was somehow truly under the impression she was giving you correct information.

 

I have found the front-line reps to be ill-advised on many issues. I was on the inaugural sailing of Oasis and even with all of the focus on her when she was new, a rep I spoke to to ask a question regarding the nursery replied that she was unaware there was a nursery... If we find it frustrating, I can only imagine how the rep feels having to be educated by the consumer as opposed to their employer.

 

RC does many things very well but I do believe they could do a better job in training front-line staff.

[Canadian Tyler]

That's ridiculous, everyone knows that the FBI oversees the carrying soda on-board portfolio! ;)

[JenAndDan]

I have never had a problem bringing water and soda on board. On my last cruise (Aug 2010), I was a little worried about what I was reading on here so I didn't bring anything to the port. Then I saw people buying 12 packs of water and soda at the duty free. I went up to the RCCL rep who was standing right at the bottom of the escalator and asked her if that was ok to do and she said yes. We went to the duty free and bought a 12 pack of water and my parents bought a 12 pack of water and a 12 pack of soda and carried them right on board. Good thing we bought the water because, normally, we see someone selling water on your way out at each port but this time around we only saw them selling water once and it wasn't even right by where you go out so they could easily be missed.

[Sunny_Skipper]

That's ridiculous, everyone knows that the FBI oversees the carrying soda on-board portfolio! ;)

 

I love your humor!

 

Best,

Sunny

[cyclenut]

I understand the frustration, but I hardly think it qualifies as an outright lie. You were attempting to find a way to get them to bend the rules for you and they just decided to pass the buck to a government agency. There are department of agriculture rules covering the transportation of many food items, the agent you spoke with used that excuse and could very well have believed it to be true.

[setsail]

Is there a medical reason that someone can't go a week without soda, any kind of soda.:p

[BillOh]

As far as why they "lied" to you, I cant answer that. The one thing consistent about RCI's customer service is their inconsistency. The Department of Agriculture has absolutely nothing to do with RCI's rules of bringing soda on board though, lol.

 

 

 

This is a trend I noticed in the mid 90s, Big companies farm out their Customer Service positions to remote call centers who aren't actually employees of that company. One benefit is if gives the company deniability, it only takes on supervisor, whom was misinformed, telling all his employees the wrong thing, but only CocaCola could tell me Diet Coke was caffeine free, which I know is not the case.

 

I've heard similar stories, but I only call Crown and Anchor's support number, I've had nothing but good luck there.

[BILLSFAN83]

Seriously Bill? I knew someone would try to defend RCI for lying. If they are "all about documentation from top to the bottom" then why are they lying? Where do they document their lies? I'd like to see that book!

 

This thread is about LYING Bill.

 

Best,

Sunny

 

 

They could be lying, they could just be misinformed. Some people have some crazy expectations for phone customer service reps. This isn't just limited to RC, you would have similar problems with Cable providers, banks, etc. Sometimes phone reps will just say anything to get the person to move on finally. People ask the same question 4 different ways, or want some huge breakdown other than the direct answer they are provided.

[Aquahound]

HERE is where the lie comes in. After the above comments the rep told me that it wasn't RCI's policies but that of the Department of Agriculture.

 

Department of Agriculture, huh? I bet that rep was kicking him/herself immediately after saying that. :rolleyes:

 

I know this person represents RCI when they are on the phone with you, but their lies don't necessarily equate to lies by the company. It's not like RCI is telling everyone this in an official release. This is a case of a dumb CS rep saying something stupid. And unfortunately, they are not the only one. I have to think they have a hight turnover rate.

 

By the way, no offense about the lie thing. I'm not defending them nor flaming you. Just thinking the lie falls more on the rep than the company.