Contacting Access Department via email

[slyster]

I sent an email a week ago to special_needs@rccl.com to ask a question about reasonable accomodations. I received an automated reply:

 

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.

 

So, I'm wondering what is a reasonable amount of time before I would expect to hear back. It's been a week. I'm okay waiting a bit, but I don't want it to fall off my radar either. I'm also afraid to reply to the same email as their email says "follow-up emails regarding the status of your query may further delay your response." Yikes LOL! Any feedback would be appreciated.

Edited July 8, 2014 by slyster

[leaveitallbehind]

I sent an email a week ago to special_needs@rccl.com to ask a question about reasonable accomodations. I received an automated reply:

 

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.

 

So, I'm wondering what is a reasonable amount of time before I would expect to hear back. It's been a week. I'm okay waiting a bit, but I don't want it to fall off my radar either. I'm also afraid to reply to the same email as their email says "follow-up emails regarding the status of your query may further delay your response." Yikes LOL! Any feedback would be appreciated.

 

Perhaps try calling them as well with your request. As a repeat cruiser C & A may be able to assist. 800-526-9723.

Edited July 8, 2014 by leaveitallbehind

[cruisenfever]

You may want to call them at 1-(866) 592-7225.

[slyster]

I did call them 3 weeks ago and they said my question would be forwarded to the ship for an answer and no one contacted me. I decided two weeks later to email them so that my question/request was in writing.

 

Maybe I can call and ask when my email will be responded to...I could probably do that.

[rjeffler]

Is your question about excursions? If so, they won't answer you until really close to the cruise date. We just got home from an Alaska cruise with my parents...my mom is in a wheel chair. I had requested information on wheelchair accessible excursions in October and just got the info in early May. Cruise date was June 6th.

[slyster]

No it's not regarding excursions...it has to do with accommodations (television with closed captioning) for my deaf wife.

 

I guess I can call to inquire about the email...maybe that's the best thing to do instead of emailing and taking a chance my email gets dropped.

[delirious9876]

It usually takes me around 3 weeks to hear from special_needs when I e mail them

[leaveitallbehind]

I did call them 3 weeks ago and they said my question would be forwarded to the ship for an answer and no one contacted me. I decided two weeks later to email them so that my question/request was in writing.

 

Maybe I can call and ask when my email will be responded to...I could probably do that.

 

I would call them back and perhaps refer to the fact you called previously and emailed as background and ask if there is someone who can provide an answer while you are on the phone rather than try to chase down an email. Certainly there are supervisors available that can get involved directly.

 

If it were me I would contact Crown & Anchor let them know that the previous phone call and email has brought no response and you need to get this resolved while you are on the phone with them.

Edited July 8, 2014 by leaveitallbehind

[Karma5]

Special Needs is difficult to reach…….e-mail has never worked for me…..calling helps a little more, or talking with your room attendant………...

[slyster]

Ok....thanks guys....I will try to give them a call. I always reach them when I call. The room attendant can't help...they always send maintenance up who say the television is working fine LOL.

 

3 weeks is a long time for a response but maybe they are just slammed. I'm sure there are a lot of people to accomodate. Thanks again!

[woehwdy]

If you call RCCL you can have that added to your reservation, are you booked in an accessible stateroom? If you are not they will make the necessary changes to your stateroom.