Trouble with reservations - call the Quantum specialist

[ksg]

Yesterday I tried to book iFly for our party and in classic RCCL website form, it stopped midstream and told me to book on board for Jan. 23. But there were all these beautiful times listed. So I called customer service, since for every single reservation - dinner, entertainment, etc. I have had to do this through customer service as there was each and every time something funky going on with the online res system.

 

So, the customer service guy says "Oh no. You can't book iFly in advance. You need to do this when you get on board." I say, "Oh no. I know people are booking this in advance. Can I speak to another rep?" So he says, "Let me connect you to the Quantum specialist."

 

Quantum specialist!!! Who knew? So folks, when you call customer service, just skip the regular rep. The one I dealt with yesterday was lovely, and patient, and I booked iFly, plus two excursions while I had her on the line.

 

Happy sails,

Kim

[cruiserhal]

Is there a special phone number for that person or do you just have to ask to be transferred? Thanks.

[DKNYC]

WOW...This is like Royal's best kept secret. :)

 

Denise

[bb215]

Just came back from from the Dec. 20 cruise. I booked iFly online 2 weeks prior to my trip. I caught the chance for reservations online and took it. Never saw it come up again. You can also book this at the activities desk on Deck 15, but I strongly suggest that you do this very early on. They were fully booked very quickly. After that, your only chance was to be be on standby and hope that someone doesn't show up for their appointment. This was a lot of fun! Also, you should know that you are not allowed to bring any items with into the chamber, so if you want a video or picture, you should have a third party who is NOT participating in the iFly experience to take it for you.

 

 

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[tampadee]

I just called RCI. There is no "Quantum Specialist".

 

Probably just a joke.

[ksg]

I just called RCI. There is no "Quantum Specialist".

 

Probably just a joke.

 

It's possible that their organization is "just a joke," but when I insisted to the customer service rep that I wanted to speak to a manager, or another rep, his choice, he said let me connect you to the Quantum specialist. And I spoke to a woman who made our iFly and then excursion reservations.

 

It's entirely possible that RCCL hasn't trained their customer service people to even know that there's at least one person who knows what she's doing, and knows how to get into the system in multiple ways.

 

That would be par for the course to be told different things by different customer service reps.

[allready]

Just got off on Saturday. I went standby for iFLY since I could not book it. The person behind me on the standby line had pre-booked her iFLY session. It seemed so easy to her, but alas -- the pre-board and onboard system do not speak to one another, so regardless of being to book something prior to boarding, it will not do you any good.

 

When you get on board, go to iFLY and book a time for any time during the week.

[ksg]

Just got off on Saturday. I went standby for iFLY since I could not book it. The person behind me on the standby line had pre-booked her iFLY session. It seemed so easy to her, but alas -- the pre-board and onboard system do not speak to one another, so regardless of being to book something prior to boarding, it will not do you any good.

 

When you get on board, go to iFLY and book a time for any time during the week.

 

Thanks. Did they have all her other reservations in the system? Were yours there? I could see why people have been getting upset...

[DKNYC]

Whenever I have "booked" anything online over the last 8 months the system ALWAYS says I will get an email confirmation. I never have. I get lots of other stuff to the same address though. God only knows what they will have listed for me. I hope we match.😉

I will find out soon.

Denise

 

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[DKNYC]

It's possible that their organization is "just a joke," but when I insisted to the customer service rep that I wanted to speak to a manager, or another rep, his choice, he said let me connect you to the Quantum specialist. And I spoke to a woman who made our iFly and then excursion reservations.

 

It's entirely possible that RCCL hasn't trained their customer service people to even know that there's at least one person who knows what she's doing, and knows how to get into the system in multiple ways.

 

That would be par for the course to be told different things by different customer service reps.

 

Or maybe they don't want that one (sure hope it's not just one) person to get burned out and quit. I work at a helpdesk...thankfully not at Royal caribbean.

 

Denise

 

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[ksg]

In any event, the Quantum "specialist" I spoke with was lovely, and she hung on the phone until my confirmatory emails arrived. I've yet to book anything at all over the web for our sailing, as there were always issues.

 

My online calendar matches up with my email confirms. Nothing more to be done except get DH's pic uploaded.