CORoadie Posted March 4, 2014 #1 Share Posted March 4, 2014 Day four of trying to book shore excursions, a dinner at one of the specialty restaurants and spa services. Total on hold time has to be well over 12 yours, over 10 today alone. 6 hours spent trying to do things online only to keep getting error messages on their website for a variety of things. Even when we did get a real person they were not helpful until we finally got to a manager but basically all we got was a promise that they would try and get us in on the things we had been trying and trying and trying to get, even though their was plenty of availability when we first started to try. They blame IT problems but give me a break, if your website is having problems get some extra people on the phones or at least post messages on the website telling people there are problems. Our emails have gotten nothing back but an automated response... "Thank you for contacting us. This is an automated confirmation that your email has been received. Our representatives will reply to your inquiry in the order in which it was received. Please reply only if you need to provide additional information related to your original email. Follow-up emails regarding the status of your query may further delay your response. We appreciate your patience and understanding as we work to service your request." This is by far the WORST customer service I have ever had in any vacation style business. If I could cancel and not have to eat all the other monies for flights and such I would in a second. Link to comment Share on other sites More sharing options...
Merion_Mom Posted March 4, 2014 #2 Share Posted March 4, 2014 Care to provide any details? What ship? What sailing date? What are you trying to book, specifically? Are you paid in full? Anything else? Link to comment Share on other sites More sharing options...
rummenroman Posted March 4, 2014 #3 Share Posted March 4, 2014 I swear Royal's IT department couldn't set up a home wireless network, much less run a multi-million dollar website. It's just par for the course with their website. There has also been several threads about the long hold times as of late. The 'kids sail free' promotion seems to be overloading their call center(s). Link to comment Share on other sites More sharing options...
crazyventures Posted March 4, 2014 #4 Share Posted March 4, 2014 I swear Royal's IT department couldn't set up a home wireless network, much less run a multi-million dollar website. It's just par for the course with their website. There has also been several threads about the long hold times as of late. The 'kids sail free' promotion seems to be overloading their call center(s). I would say their website is in serious need of an overhaul but I don't want to give them any ideas. :p Every time they "upgrade" it they just make it worse! Link to comment Share on other sites More sharing options...
Bmorecruiser021 Posted March 4, 2014 #5 Share Posted March 4, 2014 Honestly though their call centers need work to! I was on hold for 2 hours tonight, which isn't what I'm upset about. What I'm upset about was when I got someone on the phone, it took them half an hour to fix my problem and then another HOUR to give me advice on my cruise and try and convince me to purchase a drink package and specialty dinning package :0 No wonder there is such a long hold time. The "cruise specialists" are more interested in chatting you up and trying to sell you something then moving along and getting to the next customer. Has anyone else had this issue!? Sent from my iPhone using Forums Link to comment Share on other sites More sharing options...
ewt715 Posted March 4, 2014 #6 Share Posted March 4, 2014 More Gold Anchor service Link to comment Share on other sites More sharing options...
bouhunter Posted March 4, 2014 #7 Share Posted March 4, 2014 I swear Royal's IT department couldn't set up a home wireless network, I would say their website is in serious need of an overhaul but I don't want to give them any ideas. :p Every time they "upgrade" it they just make it worse! Too funny. :D:D I have to admit we've never had any real problems with the website and phone service has been great, but it's scary how many people post here who've had problems. Link to comment Share on other sites More sharing options...
Royal2464 Posted March 4, 2014 #8 Share Posted March 4, 2014 Personally I have never had any problems with the website. However I primarily use the "My Cruises" and C&A members sections. I only use the booking section for research. When I am ready to book I email the specifics to my TA. If there are any problems or delays from that point forward she takes care of it. I know a lot of people like to personally manage their reservations, but it sure is easier to let your TA do it. If I find a lower price or anything that requires modifying my reservation I email her and she takes care of it. You do not save any money dealing with the frustrating IT end of the business, so why do it yourself? Link to comment Share on other sites More sharing options...
Tim,n,Sue Posted March 4, 2014 #9 Share Posted March 4, 2014 The RCI IT people couldn't organize a one man parade. As some one mentioned every time they make changes it becomes worse. Link to comment Share on other sites More sharing options...
kicker Posted March 4, 2014 #10 Share Posted March 4, 2014 Personally I have never had any problems with the website. However I primarily use the "My Cruises" and C&A members sections. I only use the booking section for research. When I am ready to book I email the specifics to my TA. If there are any problems or delays from that point forward she takes care of it. I know a lot of people like to personally manage their reservations, but it sure is easier to let your TA do it. If I find a lower price or anything that requires modifying my reservation I email her and she takes care of it. You do not save any money dealing with the frustrating IT end of the business, so why do it yourself? We'll spoken. Gee, I tried to do a search on CC for website problems but Search is disabled! Things happen, no website can be perfectly suited for everyone's wants and needs. I've used Royal, Carnival, Disney, Celeb, Princess sites with some regularity, and all have different advantages & disadvantages. Personally (maybe because I use it more than the others), I find Royal's site to be the easiest to navigate. As this poster states: if its that difficult for you, let a TA help. Link to comment Share on other sites More sharing options...
packedandready Posted March 4, 2014 #11 Share Posted March 4, 2014 I just don't "get it"!!!!! You'd think that a company as large as RCI ... and one that a very large percentage of bookings at least started with their website could and WOULD have a great, user friendly site. Link to comment Share on other sites More sharing options...
joepeka Posted March 4, 2014 #12 Share Posted March 4, 2014 (edited) Personally I have never had any problems with the website. However I primarily use the "My Cruises" and C&A members sections. I only use the booking section for research. When I am ready to book I email the specifics to my TA. If there are any problems or delays from that point forward she takes care of it. I know a lot of people like to personally manage their reservations, but it sure is easier to let your TA do it. If I find a lower price or anything that requires modifying my reservation I email her and she takes care of it. You do not save any money dealing with the frustrating IT end of the business, so why do it yourself? I know this doesn't solve the OP's problems but I agree and it's the ability to not have to deal with stuff like this that keeps me with our great TA. I've never had any problems with RCI's web site but then again, I've done very little on it other than research and make MTD reservations - our TA handles almost everything. Edited March 4, 2014 by joepeka Link to comment Share on other sites More sharing options...
m*u*g* Posted March 4, 2014 #13 Share Posted March 4, 2014 yet they continue to fill the ships somehow. Link to comment Share on other sites More sharing options...
Stevie17 Posted March 4, 2014 #14 Share Posted March 4, 2014 Yep....I was simply trying to add a beverage package to my reservation this morning. It kept kicking me out. Link to comment Share on other sites More sharing options...
Big_G Posted March 4, 2014 #15 Share Posted March 4, 2014 I'm with Merion_Mom. A few more details about the cruise would help. Maybe they're just too far out from sailing to book anything. I've never had a problem with the website nor customer service but maybe I've been lucky so far. I'm not sure who stays on hold for 10 hours though. :confused: Link to comment Share on other sites More sharing options...
Merion_Mom Posted March 4, 2014 #16 Share Posted March 4, 2014 Apparently the OP was not looking for help. He wanted to complain, found "Cruise CRITIC" in a google search, registered, blasted away, and left. Link to comment Share on other sites More sharing options...
setsail Posted March 4, 2014 #17 Share Posted March 4, 2014 (edited) http://www.allcruisejobs.com/i7833/senior-software-engineer/ Somebody, please help Edited March 4, 2014 by setsail Link to comment Share on other sites More sharing options...
houstoncruisers2001 Posted March 4, 2014 #18 Share Posted March 4, 2014 Apparently the OP was not looking for help. He wanted to complain, found "Cruise CRITIC" in a google search, registered, blasted away, and left. All you really need to know is that the OP has never posted before. Every time I see "post 1" i know it's gong to be a bunch of crap. Link to comment Share on other sites More sharing options...
Merion_Mom Posted March 4, 2014 #19 Share Posted March 4, 2014 All you really need to know is that the OP has never posted before. Every time I see "post 1" i know it's gong to be a bunch of crap. Oh, come on. THAT'S not true! Everyone has to have a first post! :) Link to comment Share on other sites More sharing options...
armann Posted March 4, 2014 #20 Share Posted March 4, 2014 http://www.allcruisejobs.com/i7833/senior-software-engineer/ Somebody, please help Count me out. Looks like way to much stress. If they have this many bugs, I can only imagine how much pressure is on the engineers and product developers. Link to comment Share on other sites More sharing options...
nascar junkie Posted March 4, 2014 #21 Share Posted March 4, 2014 I still thinks it's a Texas A&M aggie issue. Unless it's dealing with cows, pigs, and chickens, it's probably over their heads. Hook Em!:D:D:D Link to comment Share on other sites More sharing options...
lovesthebeach2 Posted March 4, 2014 #22 Share Posted March 4, 2014 Personally I have never had any problems with the website. However I primarily use the "My Cruises" and C&A members sections. I only use the booking section for research. When I am ready to book I email the specifics to my TA. If there are any problems or delays from that point forward she takes care of it. I know a lot of people like to personally manage their reservations, but it sure is easier to let your TA do it. If I find a lower price or anything that requires modifying my reservation I email her and she takes care of it. You do not save any money dealing with the frustrating IT end of the business, so why do it yourself? I'm glad to hear that you have no issues but I just went to the site to pay my balance and was shocked to see that my cruise reservation has been INCREASED by $1,380.00. I've been on hold now for half hour.... Just to pay my balance. That is ridiculous and not acceptable. I booked the cruise by calling, I won't ever do that again. Link to comment Share on other sites More sharing options...
mckinna Posted March 4, 2014 #23 Share Posted March 4, 2014 All you really need to know is that the OP has never posted before. Every time I see "post 1" i know it's gong to be a bunch of crap. I don't think it's a load of crap. Maybe embellished a little- not sure how someone has the time to stay on hold for that long, but DH and I had a terrible time trying to take advantage of the price drop to our upcoming cruise. He did stay on hold for almost 90 minutes (had the phone on speaker while doing other things), only to be cut off after they finally came on the line. Called back, of course going to the end of the queue, waiting another hour before finally hanging up. Called again the next night, and it took a good 2 hours to get our 2 rooms fixed. They did apologize, and said we would have a bottle of wine in our cabin for the trouble. It's really inexcusable for a reputable company to have such poor customer service. And I call taking over 4 hours on the phone poor service, and a bottle of wine won't change that. And as for the "use a TA and you won't have this problem," it shouldn't take a 3rd party to intercede just to get something done more efficiently. We have not had good experiences with TA's, and I would never again give over control of the planning to someone else. Flame away at me. This isn't my first post. Link to comment Share on other sites More sharing options...
joepeka Posted March 4, 2014 #24 Share Posted March 4, 2014 I don't think it's a load of crap. Maybe embellished a little- not sure how someone has the time to stay on hold for that long, but DH and I had a terrible time trying to take advantage of the price drop to our upcoming cruise. He did stay on hold for almost 90 minutes (had the phone on speaker while doing other things), only to be cut off after they finally came on the line. Called back, of course going to the end of the queue, waiting another hour before finally hanging up. Called again the next night, and it took a good 2 hours to get our 2 rooms fixed. They did apologize, and said we would have a bottle of wine in our cabin for the trouble. It's really inexcusable for a reputable company to have such poor customer service. And I call taking over 4 hours on the phone poor service, and a bottle of wine won't change that. And as for the "use a TA and you won't have this problem," it shouldn't take a 3rd party to intercede just to get something done more efficiently. We have not had good experiences with TA's, and I would never again give over control of the planning to someone else. Flame away at me. This isn't my first post. You've had some bad experiences with TA's which is unfortunate but we didn't say anything about giving over the planning to a TA. You should do all the research and planning yourself and know what you want before calling the TA. Just give over the hassle of making changes and fixing problems to the TA... something that seems to be bothering a lot of folks lately about dealing directly with RCI either on the phone or via their web site. Link to comment Share on other sites More sharing options...
houstoncruisers2001 Posted March 4, 2014 #25 Share Posted March 4, 2014 Flame away at me. This isn't my first post. All i'm saying is that 9 out of 10 first posts are about some horrible ordeal that the OP suffered through and couldn't wait to sign up with Cruise Critic and share their horror story with us all. Then they disappear off into the depths of cyberspace never to be heard from again. What are the odds of that? You have to take those posts with a HUGE grain of salt. Link to comment Share on other sites More sharing options...
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