Great Customer Service From RCCL!!

[RMILLER4292]

For everybody who thinks RCCL doesnt take care of their customers, I have a short story. We were booked on the now infamous 09/25 sailling of the Rhapsody. We had 9 people going and chose to move our booking to the 10/02 sailing. I spoke to a rep who was less than helpful. He said that he could not move the funds over, and would have to issue a letter of credit, and then make a note for accouting to take care of the money. This worried me since we were within 10 days of our new sail date. He also informed me that I could not have the GS that was booked, and that the highest category available was a D1 balcony. On top of this, it was going to be an extra $250 per person. FOR A TWO CATEGORY DOWNGRADE A WEEK LATER. I somewhat expected to pay more, and just sucked it up. I tried to call on Monday, and was on hold for over 30 minutes. I called the executive office and left a message, and then called again and held for another 30 minutes. Finally a resolution specialist looked at my reservation, and made sure it was all taken care of and paid in full. She also overnighted some documents for me! While we were on our cruise, the executive office left me a message. When I returned, I spoke to a wonderful supervisor who realised that we kind of got hosed on the rate, and agreed to give me the D1 for the same rate as we had paid for the GS. I thought this compensation was more than fair, and is why I will continue to be a RCCL customer.

 

Ryan

[wolfganghowell]

Thanks for sharing - I think holding for an eternity is par for the course with customer service for everyone these days. I feel your pain on that score. But I am glad you persisted and that they were able to make some accommodations for you. Sorry you missed that Grand Suite, we had one last year so hope you get it again in the future. and I hope your cruise was fun - had friends on that sailing but haven't heard from them yet.

[Sun and Fun]

We also have a GREAT customer service story about RCCL. We were on the Grandeur of the Seas in January out of New Orleans. When they moved the ship to Tampa and changed it to alternating 4 and 5 day cruises were were LESS than pleased since we have 35 people going with 10 cabins. We booked with an online agency (good experience in the past) that hadn't even heard the switch to Tampa had taken place. My DH tried to work with the online agency to switch to the Legend of the Seas for the same sailing period out of Tampa. We wanted our 7 day cruise. They were THOROUGHLY confused. My DH called RCCL and Annie from key accounts was amazing. Even though normally when you book through an agency the cruiseline is hands off, that wasn't the case this time. Annie had my DH on one line and a rep from the online agency on the other line. We had a couple of families cancel due to the switch in ports so we had to do some switching of people in cabins (some families have more than 2 children so we were doing some cabin combining of different families). Annie got it straight and was fantastic.

 

By the way, our online agency now has their information matching with RCCLs and they have stepped up and gotten things correct as well. Annie from RCCL deserves a big THANK YOU from us because a NIGHTMARE of a situation turned out to be just fine.

[joycemh]

I too had great customer service. We were booked on the 9/25 Rhapsody. As things changed I got a call from RCCL. In fact I got a total of three calls. First saying our sailing was changed to Monday, then two different calls saying our cruise was changed to Wednesday. We did go on the cruise and had a great time. I figured four days were better than none.

 

In fact RCCl kept me better informed than most TA's. I always book directly through RCCL.

 

Joyce

[IMNiles]

I had a group of 15 booked on Grandeur in December, and also did the Grandeur->Legend switch. It went pretty smoothly except for one inside triple which they simply could not/would not accommodate. It took literally HOURS on the phone, but eventually RCCL offered us a D1 triple at the fare our other D1s paid (it was still $700 more, but it wasn't any more than we would have paid had we booked the D1 to start, as opposed to the new, much higher rate). Since we got about $800 in onboard credits due to the switch, we broke about even, so we're satisfied. The only thing that would have made it better would be an elimination of all the stress and fretting and holding in between. I also lost my aft JS due to lack of availability, but I can't fault them for that. :)

[IKE]

I am so happy to hear all of you were given great customer service on Royal Caribbean. I was wondering if anyone has the name of a contact person and address I could get in touch with as I have a cruise problem I need to discuss with someone in customer service. Thank You for your help!