RCCL Gidft Voucher Issue....HELP!!!

[NYDVC]

Hello everyone. I could really use some help here. I am rather bothered with RCCL right now.

 

Story

 

8 weeks ago I put in a reservation and deposit for a transatlantic cruise next September. I purchased a gift voucher off or Raise that required a new reservations to be made in order to redeem the voucher. I purchased a 1K gift voucher. The very polite customer service person told me to send the voucher in with the pertinent information and in 5 days it will be credited to your account for this cruise. NO problem went ahead and sent it in as recommended.

 

approx 14 days later.........

 

Called and was told it could take up to 14 days so give it a little more time.

 

 

approx additional 14 days later

 

called and they said it can take a little time and they recommended I resubmitted

 

approximately 14 more days (6 weeks total)

 

 

Called and was given the name of a customer representative who would "follow up and work on this" . Was given Ben Adams email.

 

 

8 weeks later........

 

 

Email Ben and Below is the correspondence with him today.

 

 

The only email address I can provide is

mycruise@rccl.com

. That email is monitored daily and any email that comes in will be forwarded to the appropriate person. I am sorry I am unable to provide any other contact information. Additionally I am sorry I have no new information as to your certificate being applied, and for the delay regarding that application.

 

Benjamin Adams

Resolutions Specialist | Consumer Outreach

Royal Caribbean International | 1000 Royal Caribbean Way Springfield, OR 97477

Phone: 1-800-205-9812 | Fax: 541-285-9415

badams@rccl.com

 

From: Richard

Sent: Monday, September 12, 2016 1:07 PM

To: Benjamin Adams

Subject: Re: Gift voucher

 

Hi Ben

 

 

I am not satisfied with this answer. After EIGHT WEEKS I believe this requires more then just waiting. I realize you may be limited to what actions you can take however At this point I need to raise this up the chain of command. I would like to take this up with your supervisor. Can I please have his name and email.

 

Thanks Ben

 

Rich.

 

Sent from my iPhone

 

On Sep 12, 2016, at 3:51 PM, Benjamin Adams <badams@rccl.com> wrote:

Good afternoon Rich,

As of yet I have not received an update on your certificate being applied. I am keeping watch for it. There is sometimes a delay on those getting applied. As soon as I receive any information I will forward that on to you.

I would like to thank you very much for your patience as we get this resolved,

 

Benjamin Adams

Resolutions Specialist | Consumer Outreach

Royal Caribbean International | 1000 Royal Caribbean Way Springfield, OR 97477

Phone: 1-800-205-9812 | Fax: 541-285-9415

 

From: Richard Kittelsen

Sent: Monday, September 12, 2016 5:18 AM

To: Benjamin Adams

Subject: Gift voucher

 

Good Morning Ben

 

My name is Rich XXXXXXXXX and customer service (Nancy) provided me your email to follow up on a gift voucher that was to be credited to my cruise reservation #4551911. It started a couple of months ago when I reserved the cruise. I had the gift voucher and was told to send it to

SharedServicesGiftCertificateRedemption@rccl.com

which I did the next day. I was told at that time it would be credited within 5 business days. This was the 24th of July. No confirmatory email of any kind was received and the credit was not posted to my reservation. AFTER two additional phone calls where I was informed to continue to give it additional time I was then told on my third call to send in the request again. This was on August 16th and is attached for your review.

 

Nancy said you would be kind enough to follow up on this and make sure the voucher was credited in a timely manner.

 

Can you please provide my with status on my situation.

 

Thanks Ben

 

 

So here I am wondering how to proceed. Frankly this is 1K of my money and I want to see it on my reservation. My opinion is Ben just turned me around back to customer service and will only wait until this department responds to him which I believe may be never.

 

Has anyone experienced this or could give me some advice on how to proceed through RCCL bureaucracy. How do I preceed?

 

Thanks Everyone.

Rich

Edited September 13, 2016 by NYDVC

[Olookasquirrel]

I did this - well, I tried to do this. Great deal, right? 11% off on gift certificates on Raise!

 

I was told by RCCL, first, that I would have to make my reservation and then they would be able to refund my credit card with the gift certificates. So I did that (note my reservation was made after the PIF date), called back, and was told, after many phone calls, there was *no way* to apply my certificates to my existing reservation. No exceptions, no supervisor to push it through, nothing. I went through a TA and maybe that makes a difference though?

 

It was a huge mess and I ended up having to basically beg Raise for a refund. Which, they did - their customer service is amazing.

 

So no help on the RCCL bureaucracy, but if it comes to that, you might be able to get help through Raise.

[bestestboss]

i had the same problem on rccl- as long as you kept a copy of the gift card/certificate- there is no problem other than the wait. it took more then a month to post a $50 holiday gift for my cruise.

[NYDVC]

I did this - well, I tried to do this. Great deal, right? 11% off on gift certificates on Raise!

 

I was told by RCCL, first, that I would have to make my reservation and then they would be able to refund my credit card with the gift certificates. So I did that (note my reservation was made after the PIF date), called back, and was told, after many phone calls, there was *no way* to apply my certificates to my existing reservation. No exceptions, no supervisor to push it through, nothing. I went through a TA and maybe that makes a difference though?

 

It was a huge mess and I ended up having to basically beg Raise for a refund. Which, they did - their customer service is amazing.

 

So no help on the RCCL bureaucracy, but if it comes to that, you might be able to get help through Raise.

 

Thanks for the info. Man this is frustrating. I just don't like it hanging out there like this. I was told yesterday that they get posted in order of sail date, Mine s next year!!!!. I am actually contemplating booking a closer cruise just to get it posted and then transfer it to the one I want. I'm thinking that hopefully will work.

[NYDVC]

i had the same problem on rccl- as long as you kept a copy of the gift card/certificate- there is no problem other than the wait. it took more then a month to post a $50 holiday gift for my cruise.

 

I got a copy and RCCL has about 3 copies now. :-) Could you tell me how close to your sail date was it posted? I'm waiting 8 weeks at this point but my cruise is a year from now.