RCCL Reimbursement Plan....WTH?

[mayleeman]

Maybe the port fees are separately itemized, too.

[bouhunter]

OP, I agree it's ridiculous they've handled the refunds this way.  Unfortunately you'll probably have to handle this by email now with some clearly labeled columns as to what was paid and refunded.  They've got it so convoluted it would probably be impossible to communicate that mess to anyone on the phone......

Edited September 12, 2019 by bouhunter

[Mikew0805]

21 hours ago, Nessa1dc said:

Ok..so here is the backdrop:

 

We were set to sail on the August 31, 2019 Grandeur 5 Day to Bermuda.  Cruise was cancelled due to Propulsion issues (still disappointed, but I have a Back to Back coming at the end of November)...prior to leaving the ship, a notice and an announcement was made that all passengers would be refunded their money by Friday, September 6 on their original forms of payment

My reimbursable amounts:

 

$303.99 (Cruise Taxes and Fees) - Checkcard - Checking Account - Casino Advertisement

$250.00 OBC (I added personally) - Checkcard - Checking Account

$101.50 (Insurance and Gratuities - Checkcard - Checking Account

$116.82 (Spa) - Checking Account

 

I used my Capital One Credit Card for Set n Sail and presented it to the agent during check-in....

 

So.  On Friday, Sept. 6th I received $116.82 to my credit card (wait, that should have went to the Checking).

 

Then yesterday, I received $250 to my checking

Today, I received 3 credits to my checking in the amounts of $12.62, $63.57 and $34.89.  Today, I also received $202.00 to my Capital One Card...

 

What in the per dee hell is going on?  This is ridiculous.  I called RCCL and asked them...not only are they reimbursing me piece mill (literally), they are also putting my roommates money in my account, but some of it will be on the Capital One card, and some in my checking.  My roommate has only received $72.50 so far...what the what?

 

I'm a bit perturbed.

 

Yeah whatever bonehead software they use is ridiculous. This has happened to us before. We cancelled a cruise the day before sailing once, and we had to get the 75% credit form the insurance company. That is fine, but RCI was to refund the taxes and fees. I paid for both of us, with one card, all at the same time... and I got 4 different credits back to my credit card that totaled the amount of taxes. One of the 4 credits came nearly 10 days after the first 3. 🙄 . 

[lovelife]

On 9/11/2019 at 3:54 PM, Lady Hudson said:

All of this is frustrating, I know.  Just an FYI — Crown and Anchor told me passengers would be getting 2 points because most were on the ship for 2 days.  That was a few days ago.  Marci — did Crown and Anchor tell you something different?

 

Has anyone received those two points?  I haven't.

[cruisegirl1]

13 minutes ago, lovelife said:

 

Has anyone received those two points?  I haven't.

 I finally got all of our refunds, the $200 each for my way more than $200 airline tickets home BUT...... I am told there will be no points!  If you learn otherwise, please let me know ASAP 

 

 I think the whole thing was handled disgracefully by Royal Caribbean,  embarking us in the evening either night, and then offering no assistance  for transportation or lodging at available hotels.   Of course most of the return airfare was our responsibility as well as any other expenses incurred while waiting to fly home.   I am waiting to see what my external insurance covers, but I imagine not  all of it. I had an awfully expensive couple of hours on the ship. 

 

M

 

 

[lovelife]

58 minutes ago, cruisegirl1 said:

 I finally got all of our refunds, the $200 each for my way more than $200 airline tickets home BUT...... I am told there will be no points!  If you learn otherwise, please let me know ASAP 

 

 I think the whole thing was handled disgracefully by Royal Caribbean,  embarking us in the evening either night, and then offering no assistance  for transportation or lodging at available hotels.   Of course most of the return airfare was our responsibility as well as any other expenses incurred while waiting to fly home.   I am waiting to see what my external insurance covers, but I imagine not  all of it. I had an awfully expensive couple of hours on the ship. 

 

M

 

 

 

Sounds like you got the shaft.  I thought I had read about someone who already got her points on another thread.  I called C&A four times this evening but kept getting reps from Guatemala so hung up.  Have sent an e-mail to Grandeur LA and Crown & Anchor.  I'll see if anyone even responds.

[Arzeena]

3 minutes ago, lovelife said:

 

Sounds like you got the shaft.  I thought I had read about someone who already got her points on another thread.  I called C&A four times this evening but kept getting reps from Guatemala so hung up.  Have sent an e-mail to Grandeur LA and Crown & Anchor.  I'll see if anyone even responds.

The reps from Guatemala may prove more helpful sometimes. In our recent experience with the Harmony and the hurricane it was a Guatemala rep who proved that he had more knowledge and expertise than his US based counterpart. And while I understand that many times they they may not come up to your standards, you did a disservice to yourself by hanging up every time they picked up. Perhaps, your issue would have been resolved like ours was, in no time. Too bad!

[Arzeena]

12 minutes ago, lovelife said:

 

Sounds like you got the shaft.  I thought I had read about someone who already got her points on another thread.  I called C&A four times this evening but kept getting reps from Guatemala so hung up.  Have sent an e-mail to Grandeur LA and Crown & Anchor.  I'll see if anyone even responds.

Points issue:

Long time ago we were in a similar (but not the same) situation. Captain (Loy) had announced several times that due to the circumstances of the cruise being extended, all crown and anchor members will be given one or two (don't recall exactly 1 or 2) extra points total. Nothing happened. Many people wrote emails, letters, called....but Royal's answer was the same....nothing doing. I hope that will not be the case with you. I am also reading about someone getting them and some others still waiting for them being told nada. Good Luck.

[Jimbo]

On 9/11/2019 at 1:01 PM, travelplus said:

I think there should be Agent Commission protection for instances like this or if a passenger cancels within the penalty period.Its unfair to the travel agents to lose out on the commission for an issue beyond their control.

 

 

Spoken from a travel agent for sure.

[lovelife]

14 minutes ago, Arzeena said:

The reps from Guatemala may prove more helpful sometimes. In our recent experience with the Harmony and the hurricane it was a Guatemala rep who proved that he had more knowledge and expertise than his US based counterpart. And while I understand that many times they they may not come up to your standards, you did a disservice to yourself by hanging up every time they picked up. Perhaps, your issue would have been resolved like ours was, in no time. Too bad!

 

I'm glad you had success with the foreign reps.  Every time (a couple dozen) I have reached them for something it takes forever with hold after hold while they get answers apparently from supervisors. They have always read from a script to me.  They are nice enough but none I have talked to have been knowledgeable.

[Lady Hudson]

My story - C & A said the Grandeur aborted trip folks would receive 2 points.  My next trip - solo - was on 9/14, 5 day trip = 10 points solo.  But I needed one point to make Pinnacle.  Got an email from LA that I would be having my Pinnacle “ceremony” on the 9/14 trip (she got an email from C&A) and that happened.  Have the picture and everything to prove it.  Nothing has shown up on my account for the aborted trip.  Waiting for the 9/14 points to be posted and then will call C & A if my point total is NOT 701.  Just trying to be patient.  I also have not received all of the refund money as of yet.

[lovelife]

 

Just received the response below to my e-mail to Grandeur LA. I sent the same e-mail to C&A but they have not responded.  I had a grand suite so should get four points.

 

"Good morning

All guests who board Grandeur of the Seas on 8.31.2019 will receive 2 points for the sailing and 4 for JS and above.

As points are added manually in this case, our main office advise that it will take more time than usual to have it reflecting on guests profiles.

For any further inquire or assistance please refer to our shore side team:

Phone: 800-526-9723
or
E mail: crownandanchor@rccl.com

Best Regards,

Diane Megumi
Loyalty Ambassador | Guest Services
Office# 4774 | GR_LoyaltyAmbassador@rccl.com
Pager #675" 

[lovelife]

11 hours ago, Lady Hudson said:

My story - C & A said the Grandeur aborted trip folks would receive 2 points.  My next trip - solo - was on 9/14, 5 day trip = 10 points solo.  But I needed one point to make Pinnacle.  Got an email from LA that I would be having my Pinnacle “ceremony” on the 9/14 trip (she got an email from C&A) and that happened.  Have the picture and everything to prove it.  Nothing has shown up on my account for the aborted trip.  Waiting for the 9/14 points to be posted and then will call C & A if my point total is NOT 701.  Just trying to be patient.  I also have not received all of the refund money as of yet.

 

Congrats on your graduation (as Super Mario calls it)!!!