Casino dept -- call, but don't call

[mina]

So just got this email response to a request for early ticketing.  When you call the casino number, they ask you to send an email instead.  When you send the email, they send this response.  I am so sad about the customer service levels at Carnival corporation.  

 

At this time our Travel Services team is only handling requests for passengers traveling within the next 7 days.

 

If you prefer you can call 1-800-774-6237 between 6:0aam-7:00pm PST to request XXXXXXXX by waiting in the call queue. The current hold times are currently over 6 hours or more to speak with a representative, I would recommend trying sometime after the 17^th of April.

 

-Princess Casino Team

[Jadn13]

Ridiculous! They have had enough time to get back to handling  regular call volume. It also doesn’t help that you can’t book Casino offers through the main reservation department. 
I know your pain, I have definitely lost hours of my life to that awful hold music. 
(before someone asks why not use a TA, my cruises are almost always free and that doesn't seem right) 
 

Edited March 30, 2022 by Jadn13

[mina]

Totally agree -- I finally got someone to pick up in the casino department.  My request is about a lack of ticketing of my air flight. On monday, they told me it was taken care of.  Today, the casino rep just said - let me transfer you to ezair.  Yep -- now going on third hour on hold.  CRAZY.  Not worth the free room -- but then I am thinking the regular call lines are just as bad. 

[azbirdmom]

I booked a "free" offer through the casino area last week.  The rep repeatedly told me that if I wanted to do ANYTHING with EZAir, do not deal with the main number, do not deal with EZAir directly, everything had to be done through them.  And I understood because I had one of these offers cancel a year ago due to lack of payment after I booked EZAir on my own.  Their systems took the fact that the casino hadn't paid their share yet as non-payment.  They got it all back thankfully but the protection on the cruise goes away if changes are made to the reservation or EZAir is added by anyone else other than the casino department.  Oh and they also told me to make sure that the rep identifies themselves as being a casino reservations rep as your call can get rerouted to the regular reservations line after a certain amount of time.  So if you do get the EZAir department to ticket your air, the next call should be to the casino reservation area to make sure your reservation is protected.  It's a mess all around and the fact that the EZAir process is now breaking is disconcerting to say the least.

[mina]

1 hour ago, azbirdmom said:

I booked a "free" offer through the casino area last week.  The rep repeatedly told me that if I wanted to do ANYTHING with EZAir, do not deal with the main number, do not deal with EZAir directly, everything had to be done through them.  And I understood because I had one of these offers cancel a year ago due to lack of payment after I booked EZAir on my own.  Their systems took the fact that the casino hadn't paid their share yet as non-payment.  They got it all back thankfully but the protection on the cruise goes away if changes are made to the reservation or EZAir is added by anyone else other than the casino department.  Oh and they also told me to make sure that the rep identifies themselves as being a casino reservations rep as your call can get rerouted to the regular reservations line after a certain amount of time.  So if you do get the EZAir department to ticket your air, the next call should be to the casino reservation area to make sure your reservation is protected.  It's a mess all around and the fact that the EZAir process is now breaking is disconcerting to say the least.

Great tips. I already had the air reservation, just needed early ticketing so I can arrange some loyalty upgrades with the airline.    I did call the casino dept earlier and they called ez air to arrange the ticketing.   They told me it would be done in 24 hours.  Several days later, it is showing an eticket in the reservation, but no info in it.  The airline is still showing it as not ticketed.   So when I called today, was surprised when the casino person just automatically transferred me to ez air.   I hung up after reaching 4 hours on hold.  I will call back in a week or so cause I just don’t have the spirit to deal with them right now.