Rude PVP

[S.S.Oceanlover]

These people are not travel agents, they are sales people for Carnival. Some of them will act as a travel agent but their only job is to sell as many cruises as they can, not to take care of people after the sale. If you want the services that a TA provides then you should use one, otherwise you are just a number to your PVP.

 

that's not what the CCL website says.

 

Get a personal vacation planner who will be there every step of the way.

 

 

 

Here's what our Personal Vacation Planners (PVP) can do for you:

 

 

 

Assist you with one-on-one vacation planning

 

 

 

Provide expert knowledge of all of our itineraries including: The Bahamas, Caribbean, Alaska, Canada and Europe

 

 

 

Guarantee you the best available staterooms and rates

 

 

 

Find convenient and affordable airfare to compliment your cruise vacation

(if necessary)

 

 

 

Share insider travel tips and advice with you

 

 

 

Help you select and book our award-winning shore excursions

 

 

 

Give you advance notice of our upcoming sales

 

 

Bill

[tximprov]

I suggest getting a new PVP. I have had some better than others but none rude like that. My current PVP, Ive have for about 5 cruises. Ive refered friends and love him. He always has time to discuss questions and concerns. He calls about a week before I sail to ask if everything is set and if i need anything or have any questions before I sail, and calls after I return to make sure everything was good. He sends out emails on all the ports. He calls to let me know when my FCC appears and emails out a new confirmation to show the change. You nor any one has to accept any sales person you find unnecceptable. Nor you should be expected to. Pick up the phone and call to transfer to another PVP.

[gelo7]

PVP is a fancy name for sales person. Some sales people are better than others, but they are sales people first. The longer you take on the phone with them, for "correcting" issues, the less time they are selling.

Sad, but true.

[tandemcruzr]

We are part of the 'likes our PVP' group, but I do all the ES Price Drop Forms myself as soon as I see the drop. On our May cruise we have an OBC of $212 on a 5 day. :D

[blondietink]

We also love our PVP. I guess we lucked out the first time we booked and got him. He has all of our information and the fact we need to coordinate with the special needs department. This 3rd cruise booked I got all the necessary forms the day after we booked our cruise. I am so used to doing things myself it is very nice to have someone else do them for you.

[bunchesofun]

Love my PVP. She even bought beach towels for me when she was on a cruise and mailed them to me because I couldn't buy any once we were off the ship.

[arpie05]

I think this Spring into Summer might have them all a little busy. I needed to make my last payment today. Mine wasn't rude but I could tell he was busy. He is normally very chatty. He seemed a bit stressed.

 

We all have good days and bad. Hopefully it was a bad day and the huffiness was not directed at the OP. ;)

[katiel53]

Funny you start this thread - I was just thinking of starting a thread that said, "am I expecting too much from my PVP?" I have had the same PVP for at least 12 years. She has been with CCL for a very long time; but sometimes, I just do not think that she does the very best she can for us. She never checks for price drops and gives us a courtesy call to let us know what is going on..........she always invites me to check everyday and give her a call; but I think that is her job. Maybe I'm wrong - she's NOT a TA; but CCL markets them in that way.

 

 

There is already a post on here as to what the job of a PVP is, but it is NOT their job to look for price drops for you. I wish that were part of the job, but think about it. If you owned a company, would you want your sales people to be calling your customers to tell customers there is a price drop? Wouldn't you want those same "sales people" to be selling more goods to other people?

 

Even when I have bought things at stores that guarantee if the price goes down within 30 days, they will give me the new price, have the merchants called to tell me, guess what? Your price for the sweater/whatever went down so we are going to give you credit. Never happens.

 

If you want a price drop, you need to look for it and then if you find one notify the PVP if not ESA and before FP, if ESA you need to fill out the form . I know I check a couple of times a day. I have NEVER had a PVP, agent at Carnival or a TA call to tell me the price is lower.

 

I feel I am responsible for looking for price drops and if I don't, then I have no one to blame but myself. I also book with the idea that the price won't come down, but when it does, I am all over it. I'm not trying to give you a hard time, I am just telling you of my experience.

[GTO-Girl]

There is already a post on here as to what the job of a PVP is, but it is NOT their job to look for price drops for you. I wish that were part of the job, but think about it. If you owned a company, would you want your sales people to be calling your customers to tell customers there is a price drop? Wouldn't you want those same "sales people" to be selling more goods to other people?

 

Even when I have bought things at stores that guarantee if the price goes down within 30 days, they will give me the new price, have the merchants called to tell me, guess what? Your price for the sweater/whatever went down so we are going to give you credit. Never happens.

 

If you want a price drop, you need to look for it and then if you find one notify the PVP if not ESA and before FP, if ESA you need to fill out the form . I know I check a couple of times a day. I have NEVER had a PVP, agent at Carnival or a TA call to tell me the price is lower.

 

I feel I am responsible for looking for price drops and if I don't, then I have no one to blame but myself. I also book with the idea that the price won't come down, but when it does, I am all over it. I'm not trying to give you a hard time, I am just telling you of my experience.

 

I agree with you Katie!!

 

I have a great PVP, but I never expect him to find price drops for me. That I can do myself......hopefully....:o

 

I have his office phone # & his cell phone # so it's easy to get him should I have a problem.

[prettyrainyday]

I've been a little disappointed in my PVP lately too. The first two cruises I booked with her she was amazing and helpful throughout the process. I have even recommended her to every friend I've had that's decided to cruise. On this cruise, even when I called to book, she didn't seem happy to help. When I called again to upgrade my room, mind you I decided to pay more money I didn't get an upsell call, she seemed even more perturbed. I'm adding a couple to the cruise I'm currently booked on and if it's more trouble I am going to feel more than happy to switch.

[RMM34667]

I've never used a PVP. But back in late Dec early Jan I was looking online, often on the Carnival site trying to put something together for my Dad's 85th Bday. But in early January we got the news my father had 2-4 months to live because of widespread cancer. At the same time a PVP starting calling. Called my home and was very rude to my mother when she said it's not a good time please don't call. She then looked up my Nov booking and called my sister (who had a liked booking) asking for me. She was told it's not a good time. Even after I spoke to her and emailed her that I didn't want to be contacted it continued. My first email to Carnival guest services was January 30th. But the calls and emails continued.

 

The last straw was the day of our first visit by Hospice when she called my house and was told by my son I was not available. My sister's cell phone then rang and it was her again looking for me. It infuriated me since I was standing by my son when he said I was not available and two minutes later called my sister on the other side of the room. I finally called Carnival and was told I would not be contacted again. And I wasn't for a full 3 weeks. A different PVP emailed me this week. I replied to his email and copied Carnival guest services with my previous case #. Hopefully he gets it.

 

My father is still with us but I can't possibly think about crusing. I'd love a good PVP someday. Just not today!

[maarten288]

I just got off the phone with my PVP. I called her to inquire about a price drop. I was a little confused about how to find out if the price dropped for us. She was so rude, I'm still in shock! She told me that she cant check any existing bookings and is only taking calls for new bookings. (we've booked 2 cruises from her) I asked her if she could call me back and she huffed..(I let that huff go as well as several more before I said something) I said is there a way for me to look it up and be sure I'm looking at the correct price, and she said, "your going to get me in trouble" and huffed again. She then said she'd look up our booking, told me the price and all I said is "does that included tax" and she huffed again and started yelling at me! :eek: I reminded her that I suggested she call me back and she said "how can I with you asking so many questions" OMG, What?? I was just trying to find a price and get some help from my PVP. I was very polite until she kept huffing and said I was causing trouble..again, What?? I told her never mind and that I couldn't believe how rude she was, to have a good day and hung up.

I really wasn't trying to cause trouble. She was very rude from the start of the phone conversation. She's always been nice in the past, and I'm sure she's under pressure at work, but to speak to anyone the way she did was unacceptable.

Now what..we don't need her again for anything right? Our cruise is booked and paid for so I'm guessing we don't need her services any longer? I had a couple other questions, but I guess she won't be answering them now :cool:.

This is more of a vent than anything, so thanks for letting me vent!

 

I'd call Carnival and do everything in my power to have her fired asap! There's no excuse to yell at you (whether or not she was having a bad day). In this economy there's plenty of polite and qualified people to fill this entry level job with minimal education required.

[halos]

that's not what the CCL website says.

 

Get a personal vacation planner who will be there every step of the way.

 

 

 

Here's what our Personal Vacation Planners (PVP) can do for you:

 

 

 

Assist you with one-on-one vacation planning

 

 

 

Provide expert knowledge of all of our itineraries including: The Bahamas, Caribbean, Alaska, Canada and Europe

 

 

 

Guarantee you the best available staterooms and rates

 

 

 

Find convenient and affordable airfare to compliment your cruise vacation

(if necessary)

 

 

 

Share insider travel tips and advice with you

 

 

 

Help you select and book our award-winning shore excursions

 

 

 

Give you advance notice of our upcoming sales

 

 

Bill

 

Now that's funny.

[letsgo39]

I would move my booking to my private TA if you still can. I love my TA who is with a large online Travel company.

[alreadypacked]

Funny you start this thread - I was just thinking of starting a thread that said, "am I expecting too much from my PVP?" I have had the same PVP for at least 12 years. She has been with CCL for a very long time; but sometimes, I just do not think that she does the very best she can for us. She never checks for price drops and gives us a courtesy call to let us know what is going on..........she always invites me to check everyday and give her a call; but I think that is her job. Maybe I'm wrong - she's NOT a TA; but CCL markets them in that way.

 

A couple of years ago, I actually caught her in a lie. She quoted me a price - I went to all of my fellow cruisers that I was researching for, and then when I was ready to book - she denied ever quoting those prices to me. Now granted, I know we are all human and make mistakes; but I had written down the proper info that she had given me and I had her on speaker phone when she was speaking and DH heard everything she said. I was terribly upset and the next time I was ready to book - I didn't call her. I just called the 1-800# and hoped for the best. What a NIGHTMARE - the next three PVP's I got were even worse than what I thought I had experienced.

 

I went back to the original PVP and all is well, although I still think that she doesn't do the best she can for us and we cruise typically at least, twice a year.

 

Sleep on your situation tonight and call you PVP back tomorrow. As you have said, they are terribly stressed and work incredible hours! Maybe it was just an off day for her.

The grass is not always greener.

 

One other thing I failed to mention earlier - no matter how many times that I have disagreed with my PVP - SHE HAS NEVER BEEN RUDE TO ME!

 

A lot has changed at CCL over 12 years, and the last few years there's been a new sheriff in town.

 

I too have a good PVP that I have been working with for a while now. While no PVP should ever be rude, I think the real problem lies in the fact that Carnival expects PVP's to concentrate on sales--making new bookings and only new bookings--and not spend any time working on existing bookings (From CCL's point of view, that's what the customer service department is for).

 

Basically from CCL's point of view, every minute a PVP spends on an existing booking is a minute they weren't spending on making another sale, getting a deposit on a new booking.

 

A gal who still works for Carnival and now also works part time at the same company my sister works for, told us that Carnival is very specific that PVP's and Cruise Vacation Specialists are only allowed to handle calls from "shoppers" interested getting prices for a cruise they're thinking about and from those ready to make a deposit on a new booking.

 

Calls from those who are already booked on a cruise (whether it's to check for price drops, change a cabin etc.) should be transferred to the customer service dept.

 

My PVP is great.

 

But, once I've made my deposit, if I need to check for a price drop or make a change to my booking, I call customer service because I know my PVP could get in trouble for handling such a request.

[alreadypacked]

we LOVE our PVP and wouldn't trade him.....in the beginning, when rules were less stringent, I would call wiith a question and he would always check fares before we go off the phone....HE got me over $400 in credits on my 1st cruise......since then, we talked about our foster chldren and he's even emailed me links about online training for forster care continuing education when you don't have the schedule to attend local training....he's wonderful! I never feel rushed with him, but I know he is there to SELL cruises so I try not to take too much of his time.

 

Yes, again I think it is a new day at Carnival for PVP's and the boom has been lowered on them to sell, sell, and only sell.

[riclop]

I just got off the phone with my PVP. I called her to inquire about a price drop. I was a little confused about how to find out if the price dropped for us. She was so rude, I'm still in shock! She told me that she cant check any existing bookings and is only taking calls for new bookings. (we've booked 2 cruises from her) I asked her if she could call me back and she huffed..(I let that huff go as well as several more before I said something) I said is there a way for me to look it up and be sure I'm looking at the correct price, and she said, "your going to get me in trouble" and huffed again. She then said she'd look up our booking, told me the price and all I said is "does that included tax" and she huffed again and started yelling at me! :eek: I reminded her that I suggested she call me back and she said "how can I with you asking so many questions" OMG, What?? I was just trying to find a price and get some help from my PVP. I was very polite until she kept huffing and said I was causing trouble..again, What?? I told her never mind and that I couldn't believe how rude she was, to have a good day and hung up.

I really wasn't trying to cause trouble. She was very rude from the start of the phone conversation. She's always been nice in the past, and I'm sure she's under pressure at work, but to speak to anyone the way she did was unacceptable.

Now what..we don't need her again for anything right? Our cruise is booked and paid for so I'm guessing we don't need her services any longer? I had a couple other questions, but I guess she won't be answering them now :cool:.

This is more of a vent than anything, so thanks for letting me vent!

That time of the month!

[e150club]

Funny thing just today a PVP called me and said she saw I was reserching cruises on the Carnival site and she could help me. I told her I already booked with a TA my family has been using for years. She seemed very nice even after I told her I was booked. We spoke for a few min. and I told her people on CC all love their PVP's.

[spcopps]

OP I would try talking to her tomorrow and if she wasnt that rude, then I would take steps to change and ask to speak to her supervisor. .... luckily my PVP is always nice.

 

while it is true if you booked ES they are not supposed to handle price drops, mine always answers questions... even not related to my own booking.

 

Is this a new policy? We always book ES and until this year you couldn't check military rates online. My PVP was always more than helpful when I called him for a price check. I apologized for calling once a week and he even went so far as to tell me not to worry about calling so often to call every day if I wanted, it was my money.

[beerman2]

Katiel53

 

Excellent!!!

 

I had some concerns about some OBC so I called carnival last night ( took about 20 minutes) and we worked the whole thing out.

 

Never once was either of the 2 I talked to rude or impatient with me. Didn't feel rushed at all. Yes I said 2 because the first one S-----, couldn't figure it out so I was transfered to another.

 

Sometimes it has to do with the Attitude/Tone of Voice one has.

 

So I say Thanks to the 2 I spoke to last night from Carnival for a job well done!

And I AM NOT a Carnival Cheerleading, just stating the facts.

[S.S.Oceanlover]

Katiel53

 

Excellent!!!

 

I had some concerns about some OBC so I called carnival last night ( took about 20 minutes) and we worked the whole thing out.

 

Never once was either of the 2 I talked to rude or impatient with me. Didn't feel rushed at all. Yes I said 2 because the first one S-----, couldn't figure it out so I was transfered to another.

 

Sometimes it has to do with the Attitude/Tone of Voice one has.

 

So I say Thanks to the 2 I spoke to last night from Carnival for a job well done!

And I AM NOT a Carnival Cheerleading, just stating the facts.

 

you are right that sometimes it does help but if you have a person that is having a bad day nothing is going to help.:eek:

 

Bill

[Carnival_Brides]

OP-I'm sorry you've had such a rough time with your PVP. We've been sailing with Carnival for over five years and I loathed my PVP. We'd book our cruises on our own through the interwebz. However, since my fiance' started sailing with me two years ago, they "issued" her a different PVP that we have fallen in love with. We book all of our cruises through him and he stream lines everything for us. Everytime we call to ask a question, he always gets back to us and always checks rates on our five cabins for our wedding and the cabins for our B2B in June while we're on the phone. I hope you are able to switch--they are an amazing resource, especially if you can get one who has been there for a while.

[PictureChris]

I have sailed with the OP and her DH before and they are some of the nicest, most down to earth people I know. I gave her the name/extension of my pvp via facebook along with her supervisors email to request a change to her.

 

My PVP is awesome and this should take care of the issue.

[nbsjcruiser]

We had a girl who used to call us from Carnival all the time. Asked us if we'd like to book a cruise through her. I bet she called 25 times over 5 or 6 years. When we finally decided to book a Carnival cruise we of course thought of her and booked through her. Haven't heard a peep from her since, even when we called in to talk to her we got vmail. The next 2 Carnival cruises we booked we booked direct. I know they say carnival aims at the first time cruiser but this was ridiculous.

[Smithkids5521]

I have a great PVP. He has always called to let me know about upcoming sales but last year he went above and beyond. He called last February to let me know about a terrific sale and when I told him and that we would not be cruising for a while, he wanted to know if he had done something wrong. I explained to him that I was currently going thru chemo so everything else was on hold. We spoke for quite a while, he asked alot of questions about what type of cancer, when were the chemo treatments, would radiation be used too and so forth. When we hung up, I figured he was just wandering when he would be able to book another cruise, but low and behold he called me after every chemo and throughout my radiation treatments to offer encouragement. Pretty cool :)

 

That is pretty cool!! Good to know that good CS is still out there, but more than that- common courtsey for a fellow human being and decency are still out there as well!! :)

 

I hope all is going well for you now and that your treatments were successful! Best of luck and best wishes to you!! :)