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Email for RCCL CEO please.


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1 hour ago, Reina del Mar said:

Yes you may find it funny, but when you are dealing with eight people all stuck to specific dates, and you or your travel agent are getting no where with customer services, unavailable supervisor of manager, after holding on the phone for three hours…what would YOU do .

I hear you Reina Del Mar.
It is a nightmare to coordinate a group of people stuck to specific dates and I hope your problem is resolved. I commend you on doing your own research and work for trying whatever it takes to get your problem resolved, no matter how much others will flame you. Would you be willing to get another category of suite and adjacent cabins if such a configuration does not exist on this particular ship? Best of luck.

 

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1 minute ago, Arzeena said:

I hear you Reina Del Mar.
It is a nightmare to coordinate a group of people stuck to specific dates and I hope your problem is resolved. I commend you on doing your own research and work for trying whatever it takes to get your problem resolved, no matter how much others will flame you. Would you be willing to get another category of suite and adjacent cabins if such a configuration does not exist on this particular ship? Best of luck.

 

Thank you for understanding.

 

The suite is for daughter, son in law and grand daughter..but a junior suite would be cheaper..and as we’re paying for everyone, would be wonderful. Next issue is getting them all together which TA has tried to resolve.

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8 minutes ago, RG306 said:

There's no grand suite on deck 9, only aqua theatre and juniors. you could possibly downgrade to a junior and get adjacent balconies?

Thanks for that..we would be happy with a junior suite for daughter, son in law and granddaughter if we could get the flush of cabins.

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1 minute ago, Reina del Mar said:

Thanks for that..we would be happy with a junior suite for daughter, son in law and granddaughter if we could get the flush of cabins.

I would have the TA call back and get that option offered.  There are more junior suites on wonder than allure and your ta should be able to put in the comments stretches of cabins on each deck that would for your party or work with royal after the moves have been made to reallocate them.  it's definitely more likely to work out for everyone.

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1 hour ago, BirdTravels said:

So,,,, you know that the RCCL CEO never, ever will look at his public-facing email. It gets routed to a minimum wage call center person would is authorized to send pre-defined, legally approved, responses to complaints. Thousands of emails are sent to those public facing email addresses every week.

Right, many times it is a canned predefined response. However, at times, I have had different experiences:
In my experience the call back person has been a very efficient supervisor and either helped resolve a problem themselves or directed it to someone in the executive office or resolutions who has promptly called /emailed and resolved problems/answer specifics/ helped move reservations and find lost OBC etc etc etc.

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I would be unhappy too so I understand.  When I book our family cruises I usually book the day they open so 15 of us can be close together for the same reasons you mentioned.  I’d love to be on the new wonder so might suck it up but I’d hate to be floors apart for sure.  We usually book a larger room or suite and then give the others inside cabins or family cabins close by and they use the big room and balcony for gathering.  
 

Hope it turns it well for you.

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18 minutes ago, Arzeena said:

Right, many times it is a canned predefined response. However, at times, I have had different experiences:
In my experience the call back person has been a very efficient supervisor and either helped resolve a problem themselves or directed it to someone in the executive office or resolutions who has promptly called /emailed and resolved problems/answer specifics/ helped move reservations and find lost OBC etc etc etc.

I also was lucky enough to hear back from someone in the executive office.  She took care of everything and I have stayed in contact with her over the last few years.  She actually helped us with some little things a few times.

Good luck OP

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2 hours ago, Reina del Mar said:

Yes you may find it funny, but when you are dealing with eight people all stuck to specific dates, and you or your travel agent are getting no where with customer services, unavailable supervisor of manager, after holding on the phone for three hours…what would YOU do .


Honestly, I wouldn’t book a cruise. I’m far from a cruise veteran but even before Covid, I’ve seen enough logistical issues with 2 cabins without getting into 3 or 4. I really do sympathise with your situation, and we may yet have lost out in the move from Allure to Wonder, but I’d put my time into finding a reliable land based vacation. 

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1 hour ago, Reina del Mar said:

Thanks for that..we would be happy with a junior suite for daughter, son in law and granddaughter if we could get the flush of cabins.


Instead of asking to downgrade GS to a Jr Suite next to 2 balconies, ask for 3 adjoining (consecutive)  Jr Suites. 

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IF I am honest will be glad to get four cabins in a row with slightly larger one for D and family. Preferably sandwiched between other passenger cabin decks.

 

It’s getting close now…we usually book at least eighteen months out to ensure cabin choices.

 

Thanks for your input.

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2 hours ago, island lady said:

 

LOL...ya think?  😉 

What's worse is that the person at Royal Caribbean couldn't figure it out either.  I would bet the CEO is also clueless.  I think you are entitled to part of that commission.

 

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4 hours ago, Reina del Mar said:

Please does anyone have email address for RCCL CEO ?

 

Our cruise for one grand suite and three balcony cabins has been changed from Allure to Wonder of the Seas. We spent a long time searching for adjacent cabins to allow baby sitting and balcony socialising. Only the grand suite has been allocated a new cabin so far..but that is in the middle of a bank of suite cabins. I don’t see the cruiseline upgrading the other three balcony cabins, and web site showing all suites sold out. 
 

Our travel agent has tried to sort this out several times but has been unsuccessful so far. Agent was promised our booking of suite plus three adjoining balconies , sandwiched between passenger cabin decks, would be honoured and to wait till they got back to her…I can’t even see a run of three balconies so looks like a cancellation might happen unless I can call in the ‘big guns’ to help sort this out.

I would call and ask to speak to the person you are trying to contact.When they tell you that she or he is unavailable I would ask for the persons e-mail address because this matter has to be resolved sooner than later.

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25 minutes ago, Reina del Mar said:

Good idea but we need four cabins . Wonder if they’ll stretch to that?

Have you been reading what's been happening to full suite passengers being downgraded with the move to the wonder? I would not go in with an even more an unrealistic expectation of having 3 cabins upgraded to match one cabin downgrade to be honest.  There are junior with balcony cabins adjacent from deck 6 through to deck 14.

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BTW, once you book with a TA, the cruise line will only deal with YOUR Agent.  This is a contractual agreement cruise lines have with TA’s. Your agent is your proxy, advocate and owner of the booking.  
 

Best of luck

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We had a similar situation happen on a family reunion cruise pre-covid.  We had 10 cabins in a cluster and Royal of course scattered us.  I went online, identified 10 vacant cabins that I wanted and told my TA to get them for me.  For Royal the switch was an easy fix and they were happy to accommodate.  When presenting someone with a problem it helps to also be able to offer a solution.

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27 minutes ago, Fireworks77 said:

BTW, once you book with a TA, the cruise line will only deal with YOUR Agent.  This is a contractual agreement cruise lines have with TA’s. Your agent is your proxy, advocate and owner of the booking.  
 

Best of luck

See post 12.

When I asked nicely, some RCCL customer service agents have spoken to me, even when booking has been made through a travel agent!

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36 minutes ago, Reina del Mar said:

See post 12.

When I asked nicely, some RCCL customer service agents have spoken to me, even when booking has been made through a travel agent!


Yes, I have had the same experience. They will talk to you but when it comes to changing anything the “canned” answer is always “I don’t have access to your booking - you need to contact your travel agent”. End of story.
 

To transfer your booking out of a TA and directly to RCI is an impossible feat - believe me, I’ve tried many times.

 

I fully understand your frustration but there is a “process” and you can’t go around it.  Options are either pressure your TA or cancel. 

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22 minutes ago, livingonthebeach said:


Yes, I have had the same experience. They will talk to you but when it comes to changing anything the “canned” answer is always “I don’t have access to your booking - you need to contact your travel agent”. End of story.
 

 

And in a situation such as this I will be happy to pass it back to the TA and not have to deal with it.

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5 hours ago, Reina del Mar said:

The cruiseline will speak to you, even if you have booked through an agent….if you ask nicely and explain your problem. Have needed to do this several times during the pandemic regarding cancelled cruises and was able to get the outcome we required without involving TA.

 

Whilst it seems we can secure refunds, it is not so easy to arrange re allocation of cabins due to RCCL re positioning ships.

I have some issues with the present H&S protocols for my upcoming Easter '22 Anthem sailing.  There are 4 cabins involved, plus some issues with FCCs.   While on board Oasis recently, I got to speak to the Loyalty Ambassador to ascertain what are my options.  She understood my problem, however could not provide same with any possible solutions as it was a bit difficult since the decisions makers are stateside.

 

She , however,  gave some contacts that may be of help,

 

Royal Guest Experience Management (800) 256-6649, or

royalguestrelations@rccl.com

 

I haven't contacted them as the cruise is still some months away and contacted my TA and asked the same questions.

 

 

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1 minute ago, Iamcruzin said:

And in a situation such as this I will be happy to pass it back to the TA and not have to deal with it.

 

Yes, that's exactly what I had to do. There are advantages and disadvantages with using a TA, sometimes it can work in your favor and sometimes not. I've had some situations where I had wished I had booked directly but for the most part my TA came through. 

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9 hours ago, Reina del Mar said:

Yes you may find it funny, but when you are dealing with eight people all stuck to specific dates, and you or your travel agent are getting no where with customer services, unavailable supervisor of manager, after holding on the phone for three hours…what would YOU do .

 

Cancel

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