boilachicken

1 hour ago, Beach Happy said:

I tried changing to Wonder from Symphony, Sam itinerary a day later. Told me $100 pp fee. Ridiculous!! Said that I am a diamond member blah blah blah they didn’t care’ Customer service on RCCL is dead!

Call the Crown and Anchor line and not customer service. Someone suggested it and I tried. They did it for me with no hassle. 

14 minutes ago, RosieRoo said:

Have you tried to speak to someone at Crown and Anchor?  I think they are taking peoples requests on a case to case basis. A lot of people have been left with issues since Covid. You could try and explain what happened to them and perhaps that will get you somewhere.  It’s worth a try. 

Thank you, I’ll try that. 

Just now, Jimbo said:

Personally this is how I would have handled it. There is no way I would want to be switched to Vision, sailed on that ship once, never again.

 

I would have  held out and requested Royal move me to one of the September sailings on Wonder, a ship more like Harmony, Vision is nothing like Harmony.

 

Either I would have talked to the higher ups or have my travel agent talk to their contacts at Royal to get it done, yes it would have taken sometime and lots of phone calls but  I'm sure it would have got it done eventually.

 

Just curious what category cabin did you have booked on Harmony?

Unfortunately September is not an option for us this year. 
 

not sure, my wife would probably know though. We had two side by side balcony cabins. 
 

we’re still waiting on a call back from royal from our cruise we took 3 weeks ago. Despite the lengthy check in process and verifying with guest services 10 times in 5 days that our 8 year old is fully vaccinated, we had to fight to get off the boat at ports and they tried putting us in mixed vax dining. As a new RCCL customer, I’m struggling to find reasons to stick around 

2 minutes ago, Jimbo said:

I thought everyone on Harmony got switched to Wonder of the Seas like we did for our September 2022 sailing, how did you end up with Vision of the Seas? Did you cancel and switch to Vision yourself before Royal redeployed Harmony to Wonder? Not understanding why you ended up on Vision?

When they cancelled ours, Wonder and that itinerary did not exist for Oct, they told us we could get a refund or pick a different one. The only one available around that time was on Vision.

11 minutes ago, DukeASUGirl said:

Yes, that is technically true, but the OP's original cruise was canceled by RCCI, not by him. The only reason he's on a subpar itinerary/ship is because they'd changed the details. He simply wants to be back onto the itinerary he'd originally booked.

100% this. We don’t want to cancel or go get our money back. We just want back on the itinerary we originally had before they removed it. 

6 minutes ago, Funky Fusion FoodsJ said:

I realize this seems unfair to you.  But unfortunately a business can't keep accommodating these type things forever.  They have to have a cutoff and unfortunately this one affected you.  If they accommodate you, what about the people with sailings in November who complain?  It would never end.

What seems unfair is that they cancel your trip, then promote this “Cruise with Confidence”, so you book under cruise with confidence thinking it will protect you, then you realize there was no confidence at all. 
 

Any cruise booked during that period should be honored under it. 

About 2 years ago, my wife and I booked a cruise out of Europe on the Harmony of the Seas for this past October. Ultimately that cruise was cancelled and we moved everything to a new cruise. They were not offering a similar ship or itinerary, and we ended up on a different itinerary on Vision of the Seas, not quite the class ship we originally had.

Long story short, my wife noticed the other day that our original itinerary was back and now available on the Wonder of the Seas... YES PLEASE!!! So she called back Royal and asked to have the bookings transferred to the newly added listing.

She was informed that there would be a $500 for transfer or cancellation as, and I quote, "They are no longer under Cruise with Confidence"..

So I guess this is where I'm confused. We booked our existing cruise while under cruise with confidence, but apparently according to their website even though we booked under it, they are only honoring sail dates to 9/2022 (ours is the first week of 10/2022).

Has anyone experienced this? Is there any recourse? We simply want to take our original itinerary and preferably on a new ship with all the features our previous booking had prior to cancellation. Not the one with few attractions and currently being used as a quarantine spot.

8 minutes ago, Iamcruzin said:

I don't understand why you couldn't get a refund after the second cancellation if they canceled the cruise. There should have been a choice.

You would think so, however, as I've pointed out, I've spent over 40 hours on the phone with them so clearly customer service isn't their main priority.

When they cancelled the second one, I called and asked the options and I was told "Since you already had FCC's, they have been reissued under the same number." 

I said "One of our passengers may not be able to cruise at this point" and I was told what I mentioned above. That since the FCC already existed, it could not be refunded. To book the room, apply the FCC, change the name and it would carry over. 

They even reviewed one of the calls and noted that the agent confirmed that. 

Fwiw, two days ago they denied the request to transfer the FCC to a new person. Imagine having a call where an agent tells you something, then a supervisor denying your request. All the while you have 3 cruises and 6 staterooms booked with them. I guess they aren't hurting as bad as we thought.

50 minutes ago, Iamcruzin said:

You could have taken a cash refund when they cancelled the original cruise. The FCCs always had an expiration date. There have been so many issues with them over the past 18 months.

We did the FCC because we booked a new cruise for a year later hoping the pandemic would be gone.

then that one got cancelled and they sent us new FCC’s with no option of refund. 
 

at that point he could still cruise. Now he can’t. 
 

the burden shouldn’t be on the customer to be able to use money they spent with a company. We didn’t cancel the cruises. They did. 

8 minutes ago, Biker19 said:

Recently, RCI has allowed folks to get a refund for close in sailings, even if fare was paid by FCC, if you don't like the health protocols - that's quite generous of RCI.

I asked for a refund today and was told no. The cruise doesn't sail until March 2022.

Just now, Ourusualbeach said:

Those have been the restrictions for the past 16 months. 

For something created during an unprecedented time.

We booked our first cruise pre-pandemic. None of us could predict a pandemic would occur and cancel that. So either make the FCC endless with no expiration or allow the owner to transfer it. 

We provided them with money and they are making rules on if it can actually be used in a specific period of time after they cancelled the cruise. 

How can the owner of the FCC be held responsible for any of that?

Just now, Ourusualbeach said:

Unless the guest is under 12 or over 70 you cannot transfer a FCC to another person. 

So basically they can just hold the money hostage and anyone who is unable to use it before it expires is screwed? Seems fair and reasonable.

Looks like it's time to cancel my other two cruises and go back to Princess.

Just now, Sunshine3601 said:

If I am understand correctly you are trying to transfer a FCC that belongs to someone else to a the new passenger since the original one cannot cruise before expiration date of the FCC.

 

I don't think that can be done.    Maybe @Ourusualbeach can answer this question.

Correct. That's what we're trying to do because that's what the Sales Department and the first customer service rep I spoke to told me to do.

12 minutes ago, MommaBear55 said:

 

I'd be annoyed too. I also recommend going directly to the Resolutions Department.

 

Unless your cruises have refundable deposits, you will lose money on each reservation if you cancel. I believe it's $100 per each. If you booked suites, there are no refundable deposits.

 

Today they told me since the money came from a FCC, if I cancelled they would NOT refund any money to anyone. 

9 minutes ago, Joseph2017China said:

I'm confused.  If FCC is given to each person.....and OBC given to each person, as is shows in each email, than when you rebooked, you apply each one except for the person that is no longer going.  That FCC and OBC is not completely off all your bookings.  Those two items is what the questions is right?  So, the person will not go for whatever reason.  You can work with them to see if a name change can happen or not.  But FCC is assigned to a person, not a cruise.  Feeling bad for you, but I'm not sure if anyone can truely understand your pathway here since it is outside what FCC is handled.

 

When I spoke to sales I told them the situation and informed them that the one person would not be able to cruise before his FCC expired. 
 

they told me to add him to the booking, apply the FCC and then change the name. 
 

that is what I did. That did not work. 

(I'm about to rant... for that.. I'm sorry)

Cliff Notes: Have spent 30+ hours on the phone with customer service and supervisors and booking is still messed up. Is there someone higher up I can call?

Story:

We originally had a cruise scheduled for August 2020. Obviously that got cancelled and we were issued FCCs. We used those to book another one for April 2021. That one also got cancelled. We decided to push way out and book for March of 2022. However, the sticking point here is one of the individuals who was originally slated to go, could no longer go. I relayed that to the Sales representative I spoke to and expressed my concern that this individual would lose not only the money he spent for the cruise, but also the money he had spent for the drink package. The sales rep informed me that once the credits are applied, they will remain applied to the room itself and at that point I can change the name on the cruise to someone else. The replacement could pay the original on their own. 

During that process, the FCC's they issued could no longer be applied to the new one, since they were applied to the second one and they did not give us new numbers. 

It took about 12 hours of phone calls to finally get that resolved, but it got resolved and had the FCC's applied to the rooms.

I waited about a week to make sure everything was in there, then called and changed the one person out. When this happened, it removed the FCC, but not the On Board credit that was applied. It actually increased the balances on two other rooms by nearly 100% and the balance on the room in question by 300%.

I called again, multiple times and dealt with about 5 people over just as many calls, each call being 2-2:30 hours a piece. Eventually the final person was able to get the two rooms back to the original balance due, and the one room down to 100% more (about $570, vs the nearly $1000 it had risen too). He informed me that I would receive a new FCC for the difference so we could apply it and get that room back down to the $261 it should be, but it would take about a month. That month came and went. I never received it.

So, again, I call back. I end having to do this again 3-4 more times, each call again being over 2 hours. This time I'm told the FCC can not be kept on the room because it's for a specific person. I spoke to a supervisor and I informed them that the sales rep told me I could and the rep who tried fixing the room costs also said it was allowed. They checked the audio for the 2nd person who had made the changes and determined that the 2nd person did not tell me otherwise and agreed it could be done this way. However, they refused to look for the sales call. I was informed I would have to have the one person who couldn't go email them with authorization and they would call me back this past Monday, but they would make an exception and apply the credits due to the misinformation of the one representative once they received that email.

The person sent the email last Thursday. Monday came and went, and no telephone call (shocked). I've now been on the phone again, for another 2 hours (and counting) and they simply have no clue how to fix this or make this right.

At this point, I'm about 15+ calls in and I've spent well over 30 hours trying to get this resolved. This is the most incompetent customer service I've ever spoken with.  We have 3 cruises scheduled with Royal Caribbean (6 total rooms) and I'm on the verge of cancelling all 3.

Is there a higher up like some kind of VP or Supervisors Supervisor or something I can call? No one on the regular customer service knows what they are doing.

We ended up taking the 125% because they don't have our cruise scheduled for the same time next year. They tried shoving us into other cruises out of miami (instead of San Juan), to lesser places (private beach in Haiti for instance over Aruba). 

Nah.. I'll just move it to another month thanks.

I'd blow into this thing 20 times if it meant my trip won't be cancelled.

15 minutes ago, PhillyFan33579 said:

The point I was conveying is there is no guarantee an effective vaccine will be developed for the current coronavirus. A lot of posters on this forum appear to believe it is a foregone conclusion that a vaccine will be developed for this virus.
 

While all viruses are different to some degree, I used HIV as a comparison because a lot of money, time and very smart people worked on developing a vacccine for HIV in the 1980s without success, although there were a lot of promising early results. Just my personal observation, but the current talk about developing a vaccine reminds me a lot of the talk you heard back in the mid 1980s concerning an HIV vaccine. 

Based on many vaccines already entering phase 2 of trials already, with differing levels of antibodies in multiple versions of those vaccines, it looks as though a vaccine is eminent. 

Lord, some of you are awful.

You are never wrong to feel your own feelings. it doesn't matter if it was cancelled due to a pandemic or because the captain stubbed his toe. You are 100% entitled to feel disappointment in losing a vacation you worked hard for. 

Life is not binary. You can be sad for people whom have lost their jobs, their lives or lives of loved ones, and still also feel sad and disappointed about things you have lost even if they don't seem to match up in terms of value/worth.

Never let someone tell you that you aren't allowed to have your own feelings and never feel guilty for having them.

I'm watching this like a hawk. Package prices on our cruise on 8/23 haven't changed. Would love to see some of the 40-45 prices y'all are seeing.