weena273 Posted March 11, 2016 #1 Share Posted March 11, 2016 This is a call for help. I am receiving the worst possible service from the Call Centre in Guatemala. Every extensive phonecall is taking over 30 minutes and I cannot get acceptable responses. There is nobody in the UK that you can escalate an issue to. I have tried on Twitter and the messages are ignored. Has anyone any advice on how to have my serious booking issue resolved? Is there an Ombudsman in UK that I could approach ? Frustrated and appalled that we have to feel this way. Thanks Link to comment Share on other sites More sharing options...
swoopy2110 Posted March 11, 2016 #2 Share Posted March 11, 2016 What is the issue? Link to comment Share on other sites More sharing options...
champagne123 Posted March 11, 2016 #3 Share Posted March 11, 2016 So sorry for you. I hope your problem gets resolved and I am sure someone here can help you. Hang on. :) Link to comment Share on other sites More sharing options...
Rare island lady Posted March 11, 2016 #4 Share Posted March 11, 2016 Welcome to cruise critic. As previous post stated, perhaps if you let us know your issue, someone on the boards may be able to help you also. Link to comment Share on other sites More sharing options...
fragilek Posted March 11, 2016 #5 Share Posted March 11, 2016 This is a call for help. I am receiving the worst possible service from the Call Centre in Guatemala. Every extensive phonecall is taking over 30 minutes and I cannot get acceptable responses. There is nobody in the UK that you can escalate an issue to. I have tried on Twitter and the messages are ignored. Has anyone any advice on how to have my serious booking issue resolved? Is there an Ombudsman in UK that I could approach ? Frustrated and appalled that we have to feel this way. Thanks somewhere on here there is an email address that I used (read my previous posts about how bad the call center is , it may be on there). I have changed computer and email so not sure if I can find the one I used- I will have a search. Link to comment Share on other sites More sharing options...
cheezwiz Posted March 11, 2016 #6 Share Posted March 11, 2016 Take a look at this message http://boards.cruisecritic.com/showpost.php?p=46660437&postcount=47 I think that's the one fragilek referred to Link to comment Share on other sites More sharing options...
fragilek Posted March 11, 2016 #7 Share Posted March 11, 2016 (edited) yip that the one- He sorted it out quickly and gave us OBC to make up for all their errors (he could see them on his screen and couldn't work out why the call center could not) But I had to contact him again after the cruise - read my thread on why with you want a shocker of a cruise - I can laugh about it now:eek: He checked out the facts I had given him by calling the ship and got back to me after confirming my problems - My missing OBC went into my back that day and he sent us future cruise certificates. - So although the call center is shocking the customer service response to it has been good. I have now booked again but I am using a travel agent (would not go direct again) Edited March 11, 2016 by fragilek Link to comment Share on other sites More sharing options...
champagne123 Posted March 11, 2016 #8 Share Posted March 11, 2016 Every time I see a "new" poster, you see their green light on and know they are sitting there waiting for answers to pop up. I wish there was a way for us to tell them to hit the "refresh" button. They usually sign off, thinking no one answered their question. :( Just saying. Link to comment Share on other sites More sharing options...
BMT Posted March 11, 2016 #9 Share Posted March 11, 2016 Just to say that I e-mailed Adam last year to say what a disaster Guatemala was as a call centre. Just hope its a VERY cheap service as I reckon it loses many a customer!! Why they should do this to us folks in the UK is beyond me. As is giving us a ship without an indoor pool to cruise up and down to the Canaries in the Spring and Autumn. Link to comment Share on other sites More sharing options...
TigerLady Posted March 11, 2016 #10 Share Posted March 11, 2016 This is a call for help. I am receiving the worst possible service from the Call Centre in Guatemala. Every extensive phonecall is taking over 30 minutes and I cannot get acceptable responses. There is nobody in the UK that you can escalate an issue to. I have tried on Twitter and the messages are ignored. Has anyone any advice on how to have my serious booking issue resolved? Is there an Ombudsman in UK that I could approach ? Frustrated and appalled that we have to feel this way. Thanks The only info I have that may help is a US number.. Aurora (Laly) Yera Rodriquez Director Guest Services 1-954-628-9313 ext 19313 I know you are looking for UK help, but if it's bad enough, maybe a call to the states would be worth it.. Wish I could help more.. Good Luck. Link to comment Share on other sites More sharing options...
TigerLady Posted March 11, 2016 #11 Share Posted March 11, 2016 Just to say that I e-mailed Adam last year to say what a disaster Guatemala was as a call centre. Just hope its a VERY cheap service as I reckon it loses many a customer!! Why they should do this to us folks in the UK is beyond me. As is giving us a ship without an indoor pool to cruise up and down to the Canaries in the Spring and Autumn. Why not email Michael Bayley? Link to comment Share on other sites More sharing options...
Rare little britain Posted March 11, 2016 #12 Share Posted March 11, 2016 This is a call for help. I am receiving the worst possible service from the Call Centre in Guatemala. Every extensive phonecall is taking over 30 minutes and I cannot get acceptable responses. There is nobody in the UK that you can escalate an issue to. I have tried on Twitter and the messages are ignored. Has anyone any advice on how to have my serious booking issue resolved? Is there an Ombudsman in UK that I could approach ? Frustrated and appalled that we have to feel this way. Thanks You need to contact Stuart Leven - he is MD for Royal Caribbean International in UK&I sleven@rccl.com Good luck. Link to comment Share on other sites More sharing options...
Rare little britain Posted March 12, 2016 #13 Share Posted March 12, 2016 Weena.....come back and see your replies!!!! Link to comment Share on other sites More sharing options...
Jeannie333333 Posted March 12, 2016 #14 Share Posted March 12, 2016 Weena.....come back and see your replies!!!! lol Link to comment Share on other sites More sharing options...
BekkaW Posted March 12, 2016 #15 Share Posted March 12, 2016 Why not email Michael Bayley? I emailed Michael Bayley recently after having serious difficulties with the call centre. Someone from his office emailed me back the next day and had the issue resolved within a few days after that. I recommend it. Link to comment Share on other sites More sharing options...
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