R.C.C.L Respond To Immersion Crisis, Please

[ddean52]

This is precisely the issue we're trying to get RCI to pin down and they sidestep it....

 

We're going to continue to pursue answers...keep checking back.

 

 

Carolyn

 

Carolyn Spencer Brown

Editor in Chief

Cruise Critic

 

Carolyn,

Did you actuality speak with Lisa? If so how did she sound? Any negative attitude?

[editor@cruisecritic]

Yes, I spoke with Lisa. And she sounded resolute about working this whole thing out....

 

Carolyn

 

Carolyn Spencer Brown

Editor in Chief

Cruise Critic

 

Carolyn,

Did you actuality speak with Lisa? If so how did she sound? Any negative attitude?

[CruisenLexie]

I am sorry you are so frustrated trying to arrange a vacation and I am sure I would be equally as frustrated. It shouldn't be that way. I have had my own issues with RCI customer service. While I love being on their ships more than any other I am disappointed with their customer service.

This sure sounds disorganized to me. I feel for the customer reps as well. They are probably tired of looking like idiots when they continue to give out incorrect information or when the customer knows more than they do about what is going on. I'm sure they would rather be able to provide customers with correct and complete information the first time.

This also sounds like an upper management snafu. Maybe this immersion concept should have been thought out better with a more collaborative effort with different areas and departments of RCI, customer service being one of them since they have the most face-to-face contact with customers. Maybe RCI should regroup and plan a better strategy than continue to frustrate their customers.

Good luck to all those involved!

 

Here's yet another example of RCCL's customer service personnel giving out conflicting information. Here's what happened to me yesterday. I had originally posted it on the sticky thread.

 

I am fuming over my recent call to RCCL. I guess I really don't know why I should be surprised, though.

 

Last week, I received a call that my 2/15/09 sailing on the Enchantment of the Seas would be a Latin Immersion cruise. I have already gotten my airline tickets and used frequent flyer perks to get two free tickets.

 

After doing some reading on this forum, I decided to see if there was a sailing that for this ship that would NOT be an immersion cruise. I called the C&A line this morning and was told that there were sailings on 2/22/09 and 3/01/09 that were not immersion.

 

So, I looked into changing to one of these dates. I learned that American Airlines will charge me $125 to re-credit my miles to my account; however, there are FF tickets available on these alternate dates, so I'd only be out the $125. Not a huge amount.

 

I then asked the C&A representative if the cruise line would compensate me for the $125 change fee by perhaps offering me an equivalent amount of onboard credit. I would view this as a win-win because I would be happy and the cruise line would in essence be out only their cost of $125 onboard credit (which is probably more like $50 to them as we all know there is a huge markup).

 

Their response - "no, we aren't offering any type of compensation if you elect to change." I went 'round and 'round with representative who cited the usual arguments being made (we reserve the right to change, yada, yada).

 

I thought to myself, "go ahead and eat the $125 change fee and change the reservation to one of the non-immersion dates as you and DH will be more comfortable." I then went to RCCL online reservation and did a courtesy hold on the 3/01/09 sailing. When I clicked on the itinerary, I GOT THE NOTICE THAT THIS CRUISE HAS BEEN LARGELY SOLD TO THE LOCALS, ETC.

 

Fortunately, I have made no changes at this point. I did call C&A back and inquired about the fact that I was told that the 3/01/09 cruise was NOT an immersion cruise. The representative told me that if I'm seeing that notice, it must be an immersion. I then asked again if there was any sort of "master list" somewhere letting them know which sailings are immersion cruises. She said no, there wasn't any such list. She also said that maybe all of the sailings from this port would be immersion, but she couldn't confirm one way or another.

 

At this point, I am thoroughly frustrated. I really don't mind the whole immersion thing, it's the mis-information and lack of concern for the customer that really has me fuming at this point!

 

Thanks for letting me vent!

[travel guy]

I agree that the core of this issue is RCCL communication on the details of the product you are buying from them. You should get what you pay for after all.

 

That being said this topic has reenforced the image of Americans who would rather live in isolationism and ignore the benefits of diversity. In my opinion our country would be even greater if more of us went outside our "boundaries" and experienced other cultures and peoples. This type of travel has certainly opened my eyes and enriched my life.

[FOXTROT]

We found out that a cruise we are booked on is an Immersion cruise. From the roll call people have dropped the cruise. RCL called our TA & told her it was an Immersion cruise. I emailed RCL to voice my dissatisfaction that we were not notified. Here is RCL's response:

Thank you for your email. We apologize for the delay in our response.

 

Our records indicate that the Vision of the Seas sailing on January 18, 2009 is not an immersion sailing. Due to this, the products and services normally offered onboard our ships will continue to be provided on your sailing. We apologize for any inconvenience the earlier misinformation has caused.

 

Thank you for choosing Royal Caribbean International.

 

Sincerely,

 

Christopher Fitzgerald

Customer Service Representative

 

Heck of a way to run a railroad.

[Yarra Yarra]

Rhapsody of the Seas is sailing around Australia/New Zealand in the North American winter 08/09 but what about immersion cruising called the 'Aussie" way.:rolleyes: These cruise are advertised locally but the number of " locals" on board will not be huge. Why? well there is only 20 million of us and we cannot all get the same holidays off. However beware of our school holidays over the Christmas period there could be more children on board. What would make it an immersion cruise? Fosters beer, barramunde fish and perhaps a bit of kangaroo and a good sense of humour. However

having recently been on a 14 day TA from Sao Paulo to Lisbon with 1400 Brazilians, yes that cruise was definately for the locals and if it wasn't nailed down, it walked.:eek: Last day seeing passengers filling their bags with food, cutlery and plates from the Windjammer was the last straw.

Regarding Asia and the "Legend of the Seas" these cruises are advertised in Australia and also quite popular as they are fairly close to Aus with only a 7 hour flight and with no mention of immersion cruising in the adverts you can expect to see Aussies on board.

[cruisenfever]

However having recently been on a 14 day TA from Sao Paulo to Lisbon with 1400 Brazilians, yes that cruise was definately for the locals and if it wasn't nailed down, it walked.:eek: Last day seeing passengers filling their bags with food, cutlery and plates from the Windjammer was the last straw.

Hi there, since you can't email me...........this will have to do.

 

Now, where was I when they were stealing the stash??

 

Definitely want to do Australia again in 2010...............so keep your eyes open for us. Sailing with the Aussies is sooooo much fun..............they are kind and considerate and treat everyone with respect.:D

[Pacific Sandy]

Hi - The thing that always bugged us about cruising was that the Ships didn't make the effort to tailor the experience to the places we were visiting.

 

Why would I want to eat a Hamburger in Shanghai ?????

 

I send my enthusiastic CONGRATULATIONS to RCI for making this bold, exciting move.

 

Way to go !!!! You have renewed my faith in cruising.

[Darkwolfe]

Like anything new it will take a little while to get smoothed out. Personally, I like the idea. Despite having an reasonably open mind, I know darn good and well that I have assumptions about other cultures that are likely to be wrong. I welcome the chance to correct those assumptions. We all should really. You only stop learning on the day you die anyhow.

 

My wife and I had the good fortune to be the only Americans at our dinner table on Voyager in '07. We had four Brazilians and two Swedes at our table and leanred a great deal about both countries that we didn't know. Language barriers were minimal as everybody spoke English, but it was very entertaining to "unlearn" the assumptions and gather some real knowledge from those people.

 

Could RCCL be executing this plan better? Of course, but sometimes you have to put things into real world practice to make them work right. Time will tell.

 

In the meantime, If I discover myself booked on an "Immersion" cruise, I'm going to plan for a new experience with great interest and go from there.

[sludger]

Hi

We are a family of 4 living in Perth in Western Australia and we are booked on 2 back to back cruises on the Legend, 5 & 4 nights, the first being on 31December 2008.

We booked these RCL cruises because we didn't want the typically Asian cruises run by Star cruise lines. We were not naive enough to think that there would be no locals aboard but most of the Star cruises are basically short gambling breaks.

Our children are of school age and we are limited as to when we can take holidays.

We had heard of the "American style" cruises and wanted to experience that, to be honest the destination was partly immaterial and it seemed a way of experiencing different destinations in a luxurious "American" way.

There was no mention of any IMMERSION when we booked.

Having enticed 2 other families to come with us and fully paid for the cruise already we are basically in a situation where we are not looking forward to the cruise as much as we were.

Can somebody please reassure us that we are not going to be surrounded by heavily smoking gambling addicts and we are going to have a great time with like minded people.

[Mines]

Hi

We are a family of 4 living in Perth in Western Australia and we are booked on 2 back to back cruises on the Legend, 5 & 4 nights, the first being on 31December 2008.

We booked these RCL cruises because we didn't want the typically Asian cruises run by Star cruise lines. We were not naive enough to think that there would be no locals aboard but most of the Star cruises are basically short gambling breaks.

Our children are of school age and we are limited as to when we can take holidays.

We had heard of the "American style" cruises and wanted to experience that, to be honest the destination was partly immaterial and it seemed a way of experiencing different destinations in a luxurious "American" way.

There was no mention of any IMMERSION when we booked.

Having enticed 2 other families to come with us and fully paid for the cruise already we are basically in a situation where we are not looking forward to the cruise as much as we were.

Can somebody please reassure us that we are not going to be surrounded by heavily smoking gambling addicts and we are going to have a great time with like minded people.

 

Don't worry - I am sure you will have a wonderful cruise. All RCL are saying is that there will be a majority of clients from Asia and that RCL will add or change certain procedures to cater for them. The standard American style and food will be there as well.

 

As for your fellow passengers, this is always something of a lottery. The ship is large enough for you to avoid the casino if you don't want your children to see the smokey gamblers.

[KandCsailing]

Nevermind.

[aloha of the seas]

Sludger,

 

Just got off a transpacific out of Shanghai. One third of the passengers were Asian and the menu had 4 out of 5 entrees with an Asian flavor. They did offer at the bottom of the menu a steak and pasta dish each night, but the steak was Chineese beef and very tough. So be careful of what is on the menu.

 

Regarding the casino, remeber on some ships in the fleet, the quickest way to the showroom is through the casino. This may require you to go up and down to avoid the smoke. Good Sailing, Murf