Short: Had a family cruise booked for June 2020 -MIL's 75th BDay, and it was cancelled by RCL per COVID. Took forever to get FCCS straight, and rebooked 3 cabins for June 2022. My wife got cancer and we cancelled befor ethey changed the friendly policy. It's been 10 months and we still dont have FCCs right. Our travel agent has escalated through RCL, but they keep delaying, are full of excuses... meanwhile we cant book our next cruise. How can I escalate this?
More details: Booked the 2020 cruise with gift cards, which they say made it hard to give us the original FCCS. They never refunded the original taxes. We were paid in full for the 2022 cruise when the cancer came. We cancelled in March while RCL was still permitting no penaly cancellations. My wife was in the infusion center getting chemo on sail day :(. She's ok now and we'd like to re-re schedule.
We had applied FCCs for the 3 cabins, plus had to pay extra out of pocket on final payment because of course, even with 25% bonus on the originla FCCs, costs were way up. We had beverage packages.
RCL refunded one of the 3 cabins final payments (the tiny $60 one) and the soda package for one cabin.
RCL hasnt refunded the $500 and $400 final payments for the other cabins.
RCL says they refunded the original taxes from 2019 and the larger beverage package, but... nope. They refunded $9,9 and 10 fragemnts, but not the hundres of original price.
Each cabin has 5 FCCS (for 2 people) and none add up to the right amounts. Overall, we're $600 + short on the FCC side and $1300+ short on the cash side.
I used to be able to get through to RCL, and hear their excuses and promises to get back to me in 7 days, which they never do. Now I cant get through at all. My travel agent is working hard and getting the run around. She's escalated to management, but it's been ten months of effort and as we do this, the price for the cruise that we want to book on keeps going up and up, and cabins are vanishing.
Any suggestions on getting action on this? Twitter, facebook have yielded nothing.