Emailing the ceo? Really?

[saxopete]

Hello,

 

I whole heartedly agree with the OP comments, I also agree that a number of CC people needed to politely get there head out of their own a**es.

 

Adding things like we were not upgraded and we are "Diamond" or we didn't get a chair and are "Diamond" simply doesn't wash with me, we all pay a premium to be on the ship and we should all be treated the same we seem to be heading towards a classed based society again, this was abolished for a reason. Hearing people complain that they are Diamond and cannot get into the lounge or the suite lounge isn't fair, if someone pays for a suite they have a right to be in there, just because they might not be "diamond" doesn't mean they shouldn't be in there.

 

I have only ever had to email a Exec once at Royal Caribbean and that was Vicki Freed, we spent 2 months trying to book a wedding and were being pushed around and our calls never returned. I sent an essay to Vicki quoting names and people I had spoken to so this could be followed up and also that their were customer service issues that need addressing (for example we asked to get married aboard Anthem and the CS Rep said we don't have any ship in the fleet with that name or a ship coming to the fleet, yet I was able to go online and book a cruise on Anthem), within 5 minutes Vicki had replied apologising and within an hour I received a call from the UK Managing Director, about a week later the wedding was booked successfully.

 

I do agree going to the top isn't always the thing to do and I believe I did it for just reasons, I do believe however that Royal should improve its IT and CS, I work in IT for large organisations and specialise in integration I just cannot get over how a vast company like this can be so disjointed.

 

I also feel that their should be local rate numbers for getting hold of RCL, from the UK they expect us to ring a US Number this costs around £1.00 a min.

 

It's quite simple if the complaint is trivial and your not happy go somewhere else, would you complain to the CEO of Asda if you bought food that was out of date no you would complain to the shop and then look at shopping else where, I believe the same is true with cruise holidays.

 

Anyway only my 2p worth :-)

Edited April 23, 2015 by saxopete

[dani negreanu]

 

Although I have not gone looking for one, I do not remember seeing such a sign at Guest Relations on any ship about who to contact at corporate.

 

I don't think people feel the need to directly contact the CEO to get issues resolved. The problem is people don't know who they should contact when going up the chain of command is not working for them. People come here to Cruise Critic asking who can help them (not specifically asking for the CEO). Most people respond with the CEO's email address as that is the only contact info they have that works.

 

If Royal Caribbean offered a better way to contact the corporate offices (with an email like operations@royalcaribbean.com as an example) or who's office to contact (such as Director of Operations), then people wouldn't be contacting the CEO as much.

 

L I K E , you're sooooo right.

[Donsyb]

When you call up the RCCL phone reps (who reside in places like Wicihta, KS) they are unwilling or unable to help.

 

Think yourself lucky - in Europe we get Guatemala!

[jules815]

I emailed Michael Bayley for the first time yesterday. I am well aware that he will most likely never see my email. I did so because hopefully some drone who handles his correspondence will forward it to the correct department.

[Cindy]

I think what it boils down to is people contact the CEO because they feel there isn't any other way of getting RCI to respond to an issue. When serious problems go unaddressed on the ship, surveys aren't acknowledged or responded to, e-mails aren't answered, and return phone calls are promised without follow-through, people don't know where else to turn. Being on hold for 15-30 minutes or more or waiting a month for an e-mail to be acknowledged only exacerbates the problem and makes customers who are already frustrated even more upset.

 

I've loved every Royal Caribbean cruise I've ever taken, but their shoreside operations and communication are, for the most part, horrible. If they want to decrease the volume of mail to the CEO, then they need to put functional systems in place, be up front and honest with customers, and be more transparent about how to get help when it's needed.

[RealNorwegianCruiser]

Think yourself lucky - in Europe we get Guatemala!

 

 

And? What was the point with this? Is people in Guatemala less skilled to handle CSR?

[BecciBoo]

. So what we hear are either people who were unable to get their legitimate issue resolved, or want "the moon" for a stale piece of bread, and will whine to anyone who will listen.

 

Yeah, I whined last week about upgrades, but didn't email the CEO nor Resolutions...I just whined here...boy was that a mistake:rolleyes:

 

This week I'm just happy to be going to Hawaii, even if its in a broom closet, as one of my Roll Call buds reminded me.

 

Most of us whine on here just because we THINK its a safe place to vent....I'm rethinking that one....

[loubetti]

I think it is pretty safe to say that a CEO will have more than one email address. The first will be the "public" one that is advertised. This will be monitored by staff, and he/she will hardly ever deal with it, unless they wish to personally deal with a particular communication if staff so advises. The next will be an internal email address, which you will never know. This is for, well, internal communications between management and staff. Finally, he likely will have a personal email, just like we all do.

[Big_G]

 

I don't think people feel the need to directly contact the CEO to get issues resolved. The problem is people don't know who they should contact when going up the chain of command is not working for them. People come here to Cruise Critic asking who can help them (not specifically asking for the CEO). Most people respond with the CEO's email address as that is the only contact info they have that works.

 

 

I do agree with this and believe some are to quick to throw the CEO's email out there. Additionally, I hate sending email to a corporation no matter who's email address it is so I do everything by phone and had good results. I like to hear a voice say, "I understand the problem and will handle it." There's nothing worse than sending off a complaint and waiting days to hear response not knowing if they even comprehend the problem. We did it once to Mr. Goldstein after Resolutions was being stonewalled by Revenue. It's pretty bad when Resolutions is telling you you're right but Revenue cannot apparently comprehend the solution. Well the email was answered within a couple of days by someone in his office and the problem was fixed within a week. I think we use email too often for most everything these days.

[wolfganghowell]

BecciBoo - I never consider you a whiner! :)

 

If they want to decrease the volume of mail to the CEO, then they need to put functional systems in place, be up front and honest with customers, and be more transparent about how to get help when it's needed.

Cindy - well said. It would be great if their website had contact info for specific problems. You're right - it can be difficult to get the simplest issues resolved. We've requested a specific MDR level and area many times, along with being linked to a friends reservation. They've gotten it wrong more than they've gotten it right. I'm not thrilled that I have had to start quite a few cruises hassling with the maitre'd.

 

Saxopete - thanks for your example. I think that was a perfect example of how to escalate appropriately. I am so glad it worked out for you.

 

We all gossip about Royal monitoring CC. Perhaps they can learn from this and see that TRAINING their CSR's is VITAL!

[Slopoke15]

I think what it boils down to is people contact the CEO because they feel there isn't any other way of getting RCI to respond to an issue. When serious problems go unaddressed on the ship, surveys aren't acknowledged or responded to, e-mails aren't answered, and return phone calls are promised without follow-through, people don't know where else to turn. Being on hold for 15-30 minutes or more or waiting a month for an e-mail to be acknowledged only exacerbates the problem and makes customers who are already frustrated even more upset.

 

I've loved every Royal Caribbean cruise I've ever taken, but their shoreside operations and communication are, for the most part, horrible. If they want to decrease the volume of mail to the CEO, then they need to put functional systems in place, be up front and honest with customers, and be more transparent about how to get help when it's needed.

 

Absolutely correct

[Paulette3028]

I do agree with this and believe some are to quick to throw the CEO's email out there. Additionally, I hate sending email to a corporation no matter who's email address it is so I do everything by phone and had good results. I like to hear a voice say, "I understand the problem and will handle it." There's nothing worse than sending off a complaint and waiting days to hear response not knowing if they even comprehend the problem. We did it once to Mr. Goldstein after Resolutions was being stonewalled by Revenue. It's pretty bad when Resolutions is telling you you're right but Revenue cannot apparently comprehend the solution. Well the email was answered within a couple of days by someone in his office and the problem was fixed within a week. I think we use email too often for most everything these days.

 

I also prefer to talk with a real person and prefer starting there.....and every conversation I have with a person I want to followup with an email to them, as to what we discussed and what the expected next step would be to resolve whatever issue caused me to call.

 

Too often people hear, "I understand the problem and will handle it" -- but what they thought they heard and will be resolving isn't the problem at all. Or there is no paper trail of how the issue will move forward.

 

It is too easy to just jump to the conclusion that a CEO needs to hear about something....most things can and should be handled elsewhere in an organization....and by phone and with email backup, works well probably 95% of the time.

[LMaxwell]

Interesting thread.

 

I am dealing with an issue with an expensive product. I am going through the normal chain of command and dealing with a company hired and trained representative. To say he lacks understanding of the problem or displays a willingness to correct the issues and / or make me a satisfied customer is an understatement. In fact, instead of resolving issues he has put the hard sell on me to buy additional, unrelated and unneeded items that even if I DID purchase wouldn't solve my original problem.

 

So not wanting to continue to spin wheels at a dead end I asked him who above him I could deal with to correct the issues without the sales pitch. He gave me the CEO's contact information, email, direct line to their office. I said...do you really think this is necessary? We are basically talking about a warranty claim, which meets all the criteria of a warranty claim, yet you won't approve it because I won't purchase unnecessary additional services and products...and you really want me to take this up to the CEO? Are you sure about that?

 

Sometimes I think these lower level reps are plain clueless and as soon as actual decisions need to be made they think if they toss the ball all the way up it will wash their hands of the problem. I've actually resisted thus far reaching out for that CEO because I can guess what will happen to the rep if I do.

[sredish]

I completely agree. When you want to make a deposit at a bank, you don't go in asking for the bank president.

 

Too many "complaints" tend to be looked upon like the boy who cried wolf, IMO.

[Paulette3028]

BecciBoo - I never consider you a whiner! :)

 

Cindy - well said. It would be great if their website had contact info for specific problems. You're right - it can be difficult to get the simplest issues resolved. We've requested a specific MDR level and area many times, along with being linked to a friends reservation. They've gotten it wrong more than they've gotten it right. I'm not thrilled that I have had to start quite a few cruises hassling with the maitre'd.

Saxopete - thanks for your example. I think that was a perfect example of how to escalate appropriately. I am so glad it worked out for you.

 

We all gossip about Royal monitoring CC. Perhaps they can learn from this and see that TRAINING their CSR's is VITAL!

 

To Cindy -- I don't know how you have tried to resolve or prevent what seems to be dining room arrangements, but I can suggest a way to have them taken care of in the future, so you can avoid 'hassling with the maitr'd' that very first day of a cruise. Send an email prior to a cruise you are going on (2-4 weeks prior) to rcldining@rccl.com. This department handles food and beverage matters and will work directly with the ship to handle your need. What you will need to provide them is your reservation number and complete name along with the other reservation #' and names on those reservations.

 

They will be happy to assist you.....they like to avoid problems that the maitr'd would have to handle that could have been handled prior to sailing.

[Paulette3028]

Interesting thread.

 

I am dealing with an issue with an expensive product. I am going through the normal chain of command and dealing with a company hired and trained representative. To say he lacks understanding of the problem or displays a willingness to correct the issues and / or make me a satisfied customer is an understatement. In fact, instead of resolving issues he has put the hard sell on me to buy additional, unrelated and unneeded items that even if I DID purchase wouldn't solve my original problem.

 

So not wanting to continue to spin wheels at a dead end I asked him who above him I could deal with to correct the issues without the sales pitch. He gave me the CEO's contact information, email, direct line to their office. I said...do you really think this is necessary? We are basically talking about a warranty claim, which meets all the criteria of a warranty claim, yet you won't approve it because I won't purchase unnecessary additional services and products...and you really want me to take this up to the CEO? Are you sure about that?

 

Sometimes I think these lower level reps are plain clueless and as soon as actual decisions need to be made they think if they toss the ball all the way up it will wash their hands of the problem. I've actually resisted thus far reaching out for that CEO because I can guess what will happen to the rep if I do.

 

Some things that you are bringing up, LMaxwell, are so common in organizations. I have worked in organizations over the years, that really have as their goal for customer service representatives, to be sales people -- but they don't want to call them 'salespeople'. It surely sounds like that is what you bumped into with this 'lower level rep'. The rep can't possibly give you his immediate supervisor or even the one above that, because both of them will come down on him as not doing THEIR job of upselling you. It doesn't matter to them, that the upsold items would not remedy the situation.

 

You may be dealing with a "company hired and trained" employee, but they are trained to sell, expected to sell, and compensated for that. If they can't do that, they want to quickly move on to another customer -- almost any way they can, short of hanging up on you (and some just do that anyway). You knew that the minute he "put the hard sell on".

[wolfganghowell]

Paulette - that was actually me referencing the MDR issues. And we HAVE made the request in advance every time with rcldining. 4 out of 6 times it has been wrong. I have even seen for myself that we are linked online and then we board - and we are at different tables. It's almost become a game - let's see how they mess us up this time. One time, they had us at a table NEXT to our linked friends and had them at a 4 top. OK - so you can put us next door but not at the same table???? :D Thankfully, our next cruise is Oasis and we will be doing specialty restaurants and Coastal Kitchen only.

[Cindy]

To Cindy -- I don't know how you have tried to resolve or prevent what seems to be dining room arrangements, but I can suggest a way to have them taken care of in the future, so you can avoid 'hassling with the maitr'd' that very first day of a cruise. Send an email prior to a cruise you are going on (2-4 weeks prior) to rcldining@rccl.com. This department handles food and beverage matters and will work directly with the ship to handle your need. What you will need to provide them is your reservation number and complete name along with the other reservation #' and names on those reservations.

 

They will be happy to assist you.....they like to avoid problems that the maitr'd would have to handle that could have been handled prior to sailing.

 

I think you confused me with Wolfganghowell...they were using dining reservation problems as an example of something that could be easily solved with better systems.

 

FWIW, I have used the rcldining@rccl.com e-mail previously, with absolutely abysmal results!:rolleyes: I now use the concierge for any pre-cruise requests and have been satisfied.

[Cindy]

Paulette - that was actually me referencing the MDR issues. And we HAVE made the request in advance every time with rcldining. 4 out of 6 times it has been wrong. I have even seen for myself that we are linked online and then we board - and we are at different tables. It's almost become a game - let's see how they mess us up this time. One time, they had us at a table NEXT to our linked friends and had them at a 4 top. OK - so you can put us next door but not at the same table???? :D Thankfully, our next cruise is Oasis and we will be doing specialty restaurants and Coastal Kitchen only.

 

We were posting at the same time!:D

 

My husband and I did almost all Coastal Kitchen and Specialties last November on the Oasis and loved the experience. The only "meh" dining experience we had was on the one night we went to the MDR. If I had it to do over again, the only thing I'd do differently would be to eliminate the MDR night.

 

Don't overlook the Solarium Bistro...we thought it was a hidden gem!:)

[Paulette3028]

I think you confused me with Wolfganghowell...they were using dining reservation problems as an example of something that could be easily solved with better systems.

 

FWIW, I have used the rcldining@rccl.com e-mail previously, with absolutely abysmal results!:rolleyes: I now use the concierge for any pre-cruise requests and have been satisfied.

 

I wasn't sure who was who, which is why I wrote "To Cindy" -- I am shocked however that you have had abysmal results from that department. In 15 cruises that I needed them, they have been wonderful, each time.

[Mac303]

 

My husband and I did almost all Coastal Kitchen and Specialties last November on the Oasis and loved the experience. The only "meh" dining experience we had was on the one night we went to the MDR. If I had it to do over again, the only thing I'd do differently would be to eliminate the MDR night.

 

Don't overlook the Solarium Bistro...we thought it was a hidden gem!:)

 

We did the same thing during our December Oasis cruise, our only complaint was the one MDR night, and we totally agree the Solarium Bistro was very good

[LMaxwell]

Some things that you are bringing up, LMaxwell, are so common in organizations. I have worked in organizations over the years, that really have as their goal for customer service representatives, to be sales people -- but they don't want to call them 'salespeople'. It surely sounds like that is what you bumped into with this 'lower level rep'. The rep can't possibly give you his immediate supervisor or even the one above that, because both of them will come down on him as not doing THEIR job of upselling you. It doesn't matter to them, that the upsold items would not remedy the situation.

 

You may be dealing with a "company hired and trained" employee, but they are trained to sell, expected to sell, and compensated for that. If they can't do that, they want to quickly move on to another customer -- almost any way they can, short of hanging up on you (and some just do that anyway). You knew that the minute he "put the hard sell on".

 

Yes. And it seems not to matter whether it is a $25 item, a $25K item, or a $250K item. They are all efficient at taking a payment though.

[NewSalt]

Of course, the CEO isn't reading the thousands of emails addressed to him. IME working for a Fortune Fifty company, there was a person, often an admin, who forwarded the correspondence to the appropriate department head under the CEO's name with a request to "Please handle." The department head then sent it on to the person who actually dealt with those issues. Since there was a good likelihood that an insufficient or unsatisfactory reply would generate another contact with the CEO, those problem received an immediate response and one that, if it was at all possible, was positive.

 

If the person screening the mail saw that one area of operations was receiving a disproportionate number of complaints (dining reservations? web site problems?), this was brought to the CEO'S attention and the appropriate department head was told to "Fix this." In some cases, an incidence log was kept with trouble areas being identified in a monthly report.

 

So, far from being an imposition on a busy executive's time, complaints to his office can actually help him address issues before they become major problems.

 

 

And what is a minor inconvenience to one person can be much more than that to another. When we checked into our rooms on one cruise, we found a peanut that had not been vacuumed up tucked next to the leg of the desk. In most cases that would be a minor thing -- pick it up and toss it in the garbage. However, we were traveling with our toddler grandson, who is highly allergic to peanuts. Had he spotted it and popped it in his mouth, it could have been fatal. (We did report it but didn't take it as far as the CEO.)

[AlanAllyn]

I think I have seen all of the posts over the last couple of days and want to point out that Michael Bayley, when he was CEO of Celebrity, encouraged people to contact his office and set up an email address -- contactmichael@celebrity.com.

 

I have used that a couple of times and got very quick telephone responses, where the person asked for more details about both my positive comments and negative ones.

[wolfganghowell]

Cindy and Mac - yep, got the Solarium Bistro down for one night! Thanks - yes I followed Cindy's reports regarding Oasis. Your experiences have always been very valuable to me.