Rare Terre Posted December 31, 2017 #1 Share Posted December 31, 2017 Does anyone have experience with how long it takes to get a reply from the CEO or a representative at RCI? Link to comment Share on other sites More sharing options...
Rare LMaxwell Posted December 31, 2017 #2 Share Posted December 31, 2017 Usually you would receive a reply from an assistant in 72 hours (normal business hours, not weekend or holiday) Link to comment Share on other sites More sharing options...
Biker19 Posted December 31, 2017 #3 Share Posted December 31, 2017 Response time may depend on the issue: if you complain about the hue of the white paint on the hull of the ship, you may never get a reply. Link to comment Share on other sites More sharing options...
loungelady55 Posted December 31, 2017 #4 Share Posted December 31, 2017 Agree with LMaxwell, within 72 hours. Very respectful and helpful. Link to comment Share on other sites More sharing options...
Rare Terre Posted December 31, 2017 Author #5 Share Posted December 31, 2017 Thank you, everyone. I would never complain about paint color. My special needs request for medical reasons did not get to the ship and some other issues. Link to comment Share on other sites More sharing options...
dwayneb236 Posted December 31, 2017 #6 Share Posted December 31, 2017 I was fortunate and got a response in less than a day.. Very pleased with the outcome. Link to comment Share on other sites More sharing options...
jewopaho Posted December 31, 2017 #7 Share Posted December 31, 2017 They do pay attention to e-mails at the CEO's office (mbayley@rccl.com). Our Australian friends were denied credit for missing their cruise when their flight to Houston was canceled due to Hurricane Harvey (several reasons given, none of which made any sense). They sent a courteously worded e-mail to Mr. Bayley ... and less than 24 hours later received a reply. Not only was there a sincere apology, the writer explained what should have been done to accommodate them. Our friends were given full credit for the cruise, a two-year window to use it, and $200 OBC in addition to the $110 included in the original fare. The manner in which the issue was handled impressed us all. Link to comment Share on other sites More sharing options...
Rare Terre Posted December 31, 2017 Author #8 Share Posted December 31, 2017 They do pay attention to e-mails at the CEO's office (mbayley@rccl.com). Our Australian friends were denied credit for missing their cruise when their flight to Houston was canceled due to Hurricane Harvey (several reasons given, none of which made any sense). They sent a courteously worded e-mail to Mr. Bayley ... and less than 24 hours later received a reply. Not only was there a sincere apology, the writer explained what should have been done to accommodate them. Our friends were given full credit for the cruise, a two-year window to use it, and $200 OBC in addition to the $110 included in the original fare. The manner in which the issue was handled impressed us all. That's nice. I sent mine to Richard Fain on Thursday, but have gotten no response yet. Link to comment Share on other sites More sharing options...
jewopaho Posted December 31, 2017 #9 Share Posted December 31, 2017 That's nice. I sent mine to Richard Fain on Thursday, but have gotten no response yet. Michael Bayley is Royal's CEO ... Fain is still with the company but not in the same capacity. Try Bayley's e-mail. Link to comment Share on other sites More sharing options...
Rare Terre Posted December 31, 2017 Author #10 Share Posted December 31, 2017 Michael Bayley is Royal's CEO ... Fain is still with the company but not in the same capacity. Try Bayley's e-mail. Thank you, I will try him. Link to comment Share on other sites More sharing options...
SamTimeDining Posted January 1, 2018 #11 Share Posted January 1, 2018 I sent mine to Richard Fain That’s a waste of an email right there. Go with Bayley. Sent from my iPhone using Tapatalk Link to comment Share on other sites More sharing options...
boscobeans Posted January 1, 2018 #12 Share Posted January 1, 2018 Well folks, for what it is worth I got a call from someone in corporate after an email concerning the "all passengers in same stateroom must have the Alcohol package if one does". I was called the next day. ( 12/28/2017 ) I say "For what it is worth", because what I was told appears to be totally incorrect from the many posts that have popped up on CC regarding this issue. I was told that the policy is THE POLICY. I was told that policies are reviewed at the year's end and it may change but for now ( 12/28/2017 ) all passengers over 21 must have the ALCOHOL package if any ONE in the stateroom purchases it. So much for a bunch of wrong information. It appears there are quit a few people who have managed to purchase only ONE alcohol package. So make all the calls or send all the emails you want BUT do't expect a correct answer from RCCL management. Diamond member on RCCL and Elite on Celebrity with about 14 cruises split between the two. bosco Link to comment Share on other sites More sharing options...
Biker19 Posted January 1, 2018 #13 Share Posted January 1, 2018 So much for a bunch of wrong information. It appears there are quit a few people who have managed to purchase only ONE alcohol package. As with all policies, enforcement varies. Link to comment Share on other sites More sharing options...
dwayneb236 Posted January 1, 2018 #14 Share Posted January 1, 2018 A friend and his wife who will be traveling with us was able to call right after the news was released. I had told him to call and tell them his wife does not drink, which she doesn't, and see if they would let he alone buy it. They did. But like I said, this was right after it was released. I'm sure they were inundated with these requests after that and changed some things up pretty quick. Link to comment Share on other sites More sharing options...
Rare Terre Posted January 1, 2018 Author #15 Share Posted January 1, 2018 I sent an email to Mr. Bayley last night. I'll keep you posted as to if/when I get a reply. Thank you for your help and suggestions. Link to comment Share on other sites More sharing options...
Rare Terre Posted January 9, 2018 Author #16 Share Posted January 9, 2018 Update: I received an e-mail last week from Nelson Frau of the Executive Offices letting me know that my e-mail had been forwarded to him from Mr. Bayley's office. Over the weekend we booked with the Serenade for March and I sent my requests in to Special Needs with a copy to Mr. Frau. Today I received an e-mail from Kaylee Contreras where she had contacted the ship and forwarded me their reply that they would supply what I requested. I also got a call today from Mr. Frau apologizing for all that went wrong in December and letting me know that the request DID reach the ship. He noted our upcoming March cruise and assured me that they are taking steps to make sure my needs are met for that cruise as well. So, emailing Mr. Bayley was good advice, thank you everyone! Link to comment Share on other sites More sharing options...
jewopaho Posted January 10, 2018 #17 Share Posted January 10, 2018 Update: I received an e-mail last week from Nelson Frau of the Executive Offices letting me know that my e-mail had been forwarded to him from Mr. Bayley's office. Over the weekend we booked with the Serenade for March and I sent my requests in to Special Needs with a copy to Mr. Frau. Today I received an e-mail from Kaylee Contreras where she had contacted the ship and forwarded me their reply that they would supply what I requested. I also got a call today from Mr. Frau apologizing for all that went wrong in December and letting me know that the request DID reach the ship. He noted our upcoming March cruise and assured me that they are taking steps to make sure my needs are met for that cruise as well. So, emailing Mr. Bayley was good advice, thank you everyone! Glad it worked out for you. Keep Mr. Bayley's e-mail handy. Link to comment Share on other sites More sharing options...
Big_G Posted January 10, 2018 #18 Share Posted January 10, 2018 I was told that the policy is THE POLICY. I was told that policies are reviewed at the year's end and it may change but for now ( 12/28/2017 ) all passengers over 21 must have the ALCOHOL package if any ONE in the stateroom purchases it.... ...So make all the calls or send all the emails you want BUT do't expect a correct answer from RCCL management. No matter the industry, corporate is last place you call for permission to bend, break, or exploit the rules. It’s just a fact of life. Gregg Link to comment Share on other sites More sharing options...
Rare Terre Posted March 7, 2018 Author #19 Share Posted March 7, 2018 No matter the industry, corporate is last place you call for permission to bend, break, or exploit the rules. It’s just a fact of life. Gregg I wasn't asking to "bend or break the rules". Link to comment Share on other sites More sharing options...
Big_G Posted March 7, 2018 #20 Share Posted March 7, 2018 I wasn't asking to "bend or break the rules". That comment wasn’t directed at you. Gregg Link to comment Share on other sites More sharing options...
topnole Posted March 7, 2018 #21 Share Posted March 7, 2018 I emailed Richard Fain a couple years ago and got a response the same day from him personally. He also had two other executives get in touch with me that day I was blown away to say the least Link to comment Share on other sites More sharing options...
Rare Terre Posted March 10, 2018 Author #22 Share Posted March 10, 2018 I emailed Richard Fain a couple years ago and got a response the same day from him personally. He also had two other executives get in touch with me that day I was blown away to say the least Once I emailed Mr. Bailey I got an email the next day from someone else. Link to comment Share on other sites More sharing options...
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