Hello Future Cruisers -
Successfully cancelled our cruise that was supposed to be en route (4/5-4/11) on 3/9. Received my family's 5 FCC's on 3/17 totaling $10,942. This amount was PIF to Royal in January. (Side note that i received our taxes back in two separate transactions weeks apart after two or three phone calls to Royal.)
I decided to find and book/use the credits yesterday, researching cruises for next July 2021. Called the number in the email 'How to redeem your FCC" (1-800-256-6649) listened to all the prompts, and after 1.5 hours on hold finally got through to someone who asked for my 'booking number'. I proceed to give him our old number from the cancelled cruise, at which point he got very snippy with me and said no, no, the NEW booking number?!? I was like, I'm calling to book a new cruise, I have it all picked out down to the staterooms we'd like! He then then told me 'wrong department - hold' and transferred me to a booking agent where I had to then book the new cruise with all the info (guests, dining times etc.) and then he told me he could put a courtesy hold on it?! *****? I said, you have almost $11K in my unused money and you want me to pay you more $?
So he said I then had to (this is funny) call the number in me email with directions how to APPLY the FCC to my new reservation! SO here I am. Ive called 2-3 times, nobody knows what to do, how to apply this credit, etc. all while my new booking is ticking away at being cancelled because I haven't paid! I'm so frustrated! If I din't have these credits I would absolutely NEVER book with this company again but here I am.
I realize these are crazy times, I am aware they are 'working from home', and I'm trying to remain patient but this is the most agonizing process I have ever been through to book a lousy cruise I may never get to take in the first place.
Any insights/numbers/experiences you can share would be helpful and appreciated.