empress first 6 sailings canelled

[ILCTCRUISER]

We moved to April 25 and April 30 for our B2Bs (originally 4/11 and 4/16). Anything can happen but I hope they realize that the proverbial s*** will hit the fan if they cancel more. Project managers need to be told: There's the door. Don't let it hit you in the ass on the way out.

[coaster]

My partner and I were on the March 30th sailing and we ended up cancelling. I tried to get a supervisor to switch us to the 4 night Independence sailing on 3/31 but they were asking for an extra 749 dollars for a similar category room and 1 less night!!!! Guess we will rent a car and go down to Key West on our own. So disappointed :-(

 

 

Speechless.... Don't understand why those booked on Empress are being treated so poorly and not allowing a transfer of reservations to other ships in their fleet besides Majesty or later sailings on Empress.

 

 

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[ILCTCRUISER]

Totally agree. Poor customer recovery. RCCL made a mistake. It needs to take ownership of the mistake and make it right. I doubt if many are asking for the impossible. RCCL needs to bite the bullet and move on.

[Bees29]

Our dates weren't flexible so cancelled completely. Always wanted to try NCL and now Royal gave us a reason to.

[John&LaLa]

You don't sound like you are whining. Your situation stinks. RCI should have let you re-book the second week of your BtoB. They could be a bit more flexible considering the mess they have caused for people.

 

Both our Rhapsody cancellations were B2B, they didn't care.

[ILCTCRUISER]

Unfortunately, that's how some transact business...

[Jakemeister]

Honestly, as someone who studies Hospitality and has a diverse background in the industry I'm beyond frustrated. We've now been on and off the phone since 4pm. We called shortly after finding out the news, while looking for accommodations in Miami. We were EXTREMELY close to booking a hotel in Miami, so I'm glad I didn't do that and have to eat the money there.

 

My girlfriend has now spoken to the highest level of "Supervisor", that is directly related to the Empress issue. What we were offered was no where near comparable to what we booked and paid. We had booked a 5 night cruise to Key West and Grand Cayman, with $200 in OBC sailing on the 29th, we're being offered a 4 night Bahama Cruise on the 28th (which doesn't work as well for us), and $100 in OBC. We tried relentlessly for RCI to work with us. We asked to be booked to a VERY similar sailing on Celebrity but would have ultimately had to pay the difference (over $300 in difference), and lost ALL of our OBC.

 

I'm fuming about this whole situation. We were told it could take 3-5 business days to get a full refund on my credit card, which makes it difficult to book on similar sailing on Norwegian or Carnival. The dates for the 28th have now disappeared off of their website, and we're stuck in limbo.

 

I was REALLY looking forward to this cruise, and I just can't get over how much $100 in OBC feels like disrespecting me when I'm losing a night of my vacation and having to jump through hoops. The options that they're offering us just don't feel like options.

Edited March 18, 2016 by Jakemeister

[ShannonSC2]

My partner and I were on the March 30th sailing and we ended up cancelling. I tried to get a supervisor to switch us to the 4 night Independence sailing on 3/31 but they were asking for an extra 749 dollars for a similar category room and 1 less night!!!! Guess we will rent a car and go down to Key West on our own. So disappointed :-(

 

It is a bunch of crap! I was on the 30th also. Can't find anything. Have 8 disappointed people and no cruise for spring break! Majesty has nothing available and was told nothing on Independence. Been on hold just to cancel all reservations and been on hold for over 2 hours now. Not too happy right now with the way they are treating us.

[John&LaLa]

Honestly, as someone who studies Hospitality and has a diverse background in the industry I'm beyond frustrated. We've now been on and off the phone since 4pm. We called shortly after finding out the news, while looking for accommodations in Miami. We were EXTREMELY close to booking a hotel in Miami, so I'm glad I didn't do that and have to eat the money there.

 

My girlfriend has now spoken to the highest level of "Supervisor", that is directly related to the Empress issue. What we were offered was no where near comparable to what we booked and paid. We had booked a 5 night cruise to Key West and Grand Cayman, with $200 in OBC sailing on the 29th, we're being offered a 4 night Bahama Cruise on the 28th (which doesn't work as well for us), and $100 in OBC. We tried relentlessly for RCI to work with us. We asked to be booked to a VERY similar sailing on Celebrity but would have ultimately had to pay the difference (over $300 in difference), and lost ALL of our OBC.

 

I'm fuming about this whole situation. We were told it could take 3-5 business days to get a full refund on my credit card, which makes it difficult to book on similar sailing on Norwegian or Carnival. The dates for the 28th have now disappeared off of their website, and we're stuck in limbo.

 

I was REALLY looking forward to this cruise, and I just can't get over how much $100 in OBC feels like disrespecting me when I'm losing a night of my vacation and having to jump through hoops. The options that they're offering us just don't feel like options.

 

Really surprised your existing obc didn't transfer over. It has in our case on the first cancellation. Because we took one of their match price cruises. It went down on the second cancellation because we went off grid and booked a 7 day in lieu of a 16 night TA

[Jakemeister]

Really surprised your existing obc didn't transfer over. It has in our case on the first cancellation. Because we took one of their match price cruises. It went down on the second cancellation because we went off grid and booked a 7 day in lieu of a 16 night TA

 

It probably wouldn't transfer because we were trying to switch lines. Either way they were unwilling to work with us. We weren't asking for the world, but we were asking for them to transfer our OBC and they were unresponsive.

 

When we inquired about our booking at Chop's Grille their response was "Well you'll get a refund on that. So that's good." No, it's not good, it was a special event, booked for a special occasion.

 

We're still on hold. The extension they sent us with the email is a joke. I would just cancel this if I knew it wouldn't take a week to get my money and book elsewhere.

Edited March 18, 2016 by Jakemeister

[iMedic]

Just sent a strongly worded email to corporate. If they're anything like their Celebrity counter parts I expect to receive a phone call by middle next week.

[chengkp75]

I have a great deal of respect for your knowledge and input to CC. I heard some specific information and knowing it was not on the marine side I so stated. I unfortunately said US Coast Guard when I meant a US Inspection. Not familiar with other than USCG that inspect vessels.

 

I don't believe RCI had enough time to properly do the preps for this drydock after a quick business decision to return Empress to the fleet. Chances are they were planning solely on the cosmetic upgrades and not any deeper that. The work they were doing obviously disclosed a new problem for them. If anyone in Pullmantur would or should have known is another matter.

 

Again thanks for your input.

 

Well, the only other US agency that has anything to do with foreign ships is USPH. If there were construction issues with the ship (and I believe she traded in the US prior to going to Pulmantur so there shouldn't have been too many major issues), RCI has many in house specialists in USPH requirements and this could have been foreseen. Pulmantur is an RCI subsidiary, so there should have been plenty of access and plenty of time to look at the ship prior to planning the drydock.

 

This is one time where I'm going to slam the cruise line for not following the "7 p's" (Prior Proper Planning Prevents P*** Poor Performance).

[coaster]

Seems like Royal was more focused on getting premium prices for cruises to Cuba on Empress. Those of us filling sailings until that happens are steerage.

 

 

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[squiffynimrod]

I have info from an inside source that this was caused by an issue that no one in RCI could have predicted. It is not a marineside issue but is astronomical in size.

 

 

Scotty G, based on what you have heard do you think the reason for the cancellations will ever be made public?

 

Thanks.

[yogimax]

We booked April 25th when the cruises were first offered. I really feel bad for all those affected. Many airlines charge more than $200 for changes/cancellations and many hotel rooms are non-refundable.

 

As for what happened, RCCL needs to be transparent. The statement they gave was written by some PR person who uses many words to say nothing. I think it is only fair to give the real story. They might even find that folks would be more accepting if they knew the truth.

[AllAboardatSea]

Booked the 4/4. Called in and waited on hold for 40 minutes. The agent was nice enough, but I knew once I reached the Guatemalan call center that it would go nowhere. All I asked for was to be put on Enchantment for the same departure date, I would get myself up to Canaveral myself as I already had flights booked to Miami. Their answer was sure, we can do that! You just have to pay 3x what you originally paid to match the 'prevailing rate.' I was not pleased obviously. I've been on Majesty twice, and it was fine, great, but she really does need the refurb. I spoke with a supervisor there and got nowhere, of course. I really just wanted to speak with someone stateside in corporate to find out what was going on.

 

They have royally mishandled this (pun intended), and I fired off an email to corporate.

Edited March 18, 2016 by AllAboardatSea

[coaster]

Rebooked our April 11 cruise for last published sailing in July. Paying extra for port charges also. I really don't know where the blame lies. Not my original plan to take a cruise in the middle of summer when temperatures are high and kids are out of school. I would not be surprised if they boot us off in July to change destination to Cuba.

 

 

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Hope the extra we pay in port tax to rebook our cancelled sailing at the last minute will help the bottom line. Still fuming...... Sorry, but this is just a poorly handled situation.

 

 

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Edited March 19, 2016 by coaster

[publicpersona]

We were booked on April 11th, and now on April 30th. Somehow we will live through it.

 

However, we've been cruising exclusively with Royal for 46 cruises over 25 years, and I've never been so mad at them.

 

Offering a 4-night cruise on Majesty to Bahamas and they'd "protect" our rate???? I'm now out $700 in airfare change fees and fare differences too. Would it have killed them to throw in an upgrade or something? A pair of slippers, for Chrissake?

Edited March 18, 2016 by publicpersona

[Scotty G]

This is one time where I'm going to slam the cruise line for not following the "7 p's" (Prior Proper Planning Prevents P*** Poor Performance).

 

I agree if you make it the corporation rather than the brand.

 

I'm a big believer in the 7 Ps!!!

[Scotty G]

Scotty G, based on what you have heard do you think the reason for the cancellations will ever be made public?

 

Thanks.

 

I don't know how they may proceed but with so many folks involved in the process I can't imagine it can stay private for long.

[OfTheSeasCruiser]

I don't know how they may proceed but with so many folks involved in the process I can't imagine it can stay private for long.

 

Interesting. Thanks for sharing what you could.

 

Trying to think what sort of issue could be "astronomical in size"...

[Scotty G]

Interesting. Thanks for sharing what you could.

 

Trying to think what sort of issue could be "astronomical in size"...

 

Something that would cause the cancellation of 6 cruises. Sorry all I can say :(

 

We are very unhappy with the way this has been handled. We wanted to transfer to Enchantment same date but like for everyone else this was a dead issue.

 

I believe that with 1850 pax times 6 cruises they have no clue as to the complexity of trying to put 10 lbs of stuff into a 1 lb bag. Well then again maybe tonight they are understanding that they screwed up big time with what was offered.

 

My TA spent an inordinate amount of time just getting to the special number they set up for TAs. He resorted to going to C&A and having them get involved. It helped but they were running out of the available cabin options in the two ships offered.

[OfTheSeasCruiser]

Something that would cause the cancellation of 6 cruises. Sorry all I can say :(

 

We are very unhappy with the way this has been handled. We wanted to transfer to Enchantment same date but like for everyone else this was a dead issue.

 

I believe that with 1850 pax times 6 cruises they have no clue as to the complexity of trying to put 10 lbs of stuff into a 1 lb bag. Well then again maybe tonight they are understanding that they screwed up big time with what was offered.

 

My TA spent an inordinate amount of time just getting to the special number they set up for TAs. He resorted to going to C&A and having them get involved. It helped but they were running out of the available cabin options in the two ships offered.

 

No problem about the info, I'm just so curious!!! ;)

 

Sorry it's been such a hassle. I really don't understand why Royal doesn't work just a bit harder in times like these. It wouldn't even require that much on their part. You'd think they'd be on their best behavior because of the amount of negative press surrounding the other incidents last month.

[LMaxwell]

It probably wouldn't transfer because we were trying to switch lines. Either way they were unwilling to work with us. We weren't asking for the world, but we were asking for them to transfer our OBC and they were unresponsive.

 

When we inquired about our booking at Chop's Grille their response was "Well you'll get a refund on that. So that's good." No, it's not good, it was a special event, booked for a special occasion.

 

We're still on hold. The extension they sent us with the email is a joke. I would just cancel this if I knew it wouldn't take a week to get my money and book elsewhere.

 

You said it was a credit card; so there's always some float time between a charge and payment due. So make your other booking and in short time your refund will clear. I'm totally on your side with what you want, but I don't understand why the refund not being processed is delaying making other plans.

[coaster]

Crazy that Enchantment is not an option. I understand a dry dock snag, but limiting rebooking options to only ships with short cruises from Miami is short sighted. Why not accommodate those who are willing to sail from other Florida ports?

 

 

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