Oceania Club credits wiped out, account at zero cruises

[Paulchili]

On 5/8/2021 at 10:57 AM, susiesan said:

How do I get my account credit back? I did email Oceania, could take a while as I am sure it is not a priority.  

It is now Monday

Is your cruising history back in your account?

[susiesan]

11 hours ago, Paulchili said:

It is now Monday

Is your cruising history back in your account?

No. Still empty, both mine and my husband's accounts show no prior O cruises. My account still doesn't show my Oceania Club number, it reads N/A. After I emailed O about this I got an auto response, got your email we'Ll get back to you, nothing as a response to the email request to filmy account. As long as this is straightened out before penalty phase kicks in, Aug. 13, I can wait.

 

If you have a FCC in your account is this supposed to show in your OC account? When I called about the Sirena cruise someone from O told me I had $500 there and to be sure to advise the TA to apply it to the Sirena booking, lowering the cost of the cruise by $500. Had this person not told me that I would have never known.

[basor]

3 hours ago, susiesan said:

No. Still empty, both mine and my husband's accounts show no prior O cruises. My account still doesn't show my Oceania Club number, it reads N/A. After I emailed O about this I got an auto response, got your email we'Ll get back to you, nothing as a response to the email request to filmy account. As long as this is straightened out before penalty phase kicks in, Aug. 13, I can wait.

 

If you have a FCC in your account is this supposed to show in your OC account? When I called about the Sirena cruise someone from O told me I had $500 there and to be sure to advise the TA to apply it to the Sirena booking, lowering the cost of the cruise by $500. Had this person not told me that I would have never known.

The credit is the administrative fee from a canceled cruise that is a FCC for a future cruise.  That is something a TA will be aware of and should automatically apply.  It does not show in our OC account but a TA will be aware (at least mine is and advises me that I have in my account)

[susiesan]

9 minutes ago, basor said:

The credit is the administrative fee from a canceled cruise that is a FCC for a future cruise.  That is something a TA will be aware of and should automatically apply.  It does not show in our OC account but a TA will be aware (at least mine is and advises me that I have in my account)

Neither of the TA's used for booking Oceania cruises were aware of this FCC. it's a good thing I was made aware of it before it expired and I donated $500 to Oceania.

 

So what happens to this past admin fee paid and being applied to my next Oceania cruise in Dec. if I have to cancel that one? Does a new $500 FCC get issued with the date of cancellation? 

[basor]

2 minutes ago, susiesan said:

Neither of the TA's used for booking Oceania cruises were aware of this FCC. it's a good thing I was made aware of it before it expired and I donated $500 to Oceania.

 

So what happens to this past admin fee paid and being applied to my next Oceania cruise in Dec. if I have to cancel that one? Does a new $500 FCC get issued with the date of cancellation? 

Ask your TA- as far as I know your FCC will go back into your account. .....as I said before, it appear that the TA's you have used have not been OC specialist

[susiesan]

3 minutes ago, basor said:

Ask your TA- as far as I know your FCC will go back into your account. .....as I said before, it appear that the TA's you have used have not been OC specialist

I've never needed a specialist before last year. I have never cancelled a cruise or had them cancelled on me in the past. I don't who who O specialists are as we are not allowed to ask here.

[LHT28]

Did your new TA enter in your booking with your Oceania Club number ?

 

[susiesan]

1 hour ago, LHT28 said:

Did your new TA enter in your booking with your Oceania Club number ?

 

Yes, the booking shows both of our O Club numbers. The OBC on the cruise invoice is the same as what shows on the O web site when I look up the reservation.

[mauibabes]

When a person calls Oceania directly, they get to a Cruise Specialist to talk about making or changing reservations. When the Travel Agent calls Oceania, they talk to a Cruise Specialist but those Cruise Specialists are only available to talk to TA’s representing you their client. If you get to the TA’s Cruise Specialists you are directed back to your TA.  That is how I have seen it work.  
 

The  O Cruise Specialists are committed to doing the best by the TA’s and guests and ensuring your experience with Oceania is POSITIVE.  that is what I have been told when I have asked similar questions.  The O Specialists are really quite dedicated and very helpful. 
Good Luck 

[susiesan]

I have been going back and forth with emails all week with  a gal named Miriam, O Club coordinator. She can't seem to understand what I am asking about. She says we each have 2 accounts that need to be merged. I have no idea how that happened. She keeps asking me for information, I keep giving it to her, and still nothing is done. There seems to be incompetent people working in the Oceania Club office. It should not be that difficult to retire an account to what it was before.

 

I will call again next week and ask to speak to one of the cruise specialists. maybe they can take care of a customer wit ha problem. Miriam is just not getting anything done and does not get back to me.

[BarbaraM]

8 hours ago, susiesan said:

I have been going back and forth with emails all week with  a gal named Miriam, O Club coordinator. She can't seem to understand what I am asking about. She says we each have 2 accounts that need to be merged. I have no idea how that happened. She keeps asking me for information, I keep giving it to her, and still nothing is done. There seems to be incompetent people working in the Oceania Club office. It should not be that difficult to retire an account to what it was before.

 

I will call again next week and ask to speak to one of the cruise specialists. maybe they can take care of a customer wit ha problem. Miriam is just not getting anything done and does not get back to me.

Miriam has a very important job.  I'm sure if she read this she wouldn't appreciate being called "gal".  I've communicated with her in the past and have never had an issue.  These days, with so many cancellations and re-bookings I don't envy her job.  This is something your TA should handle.  Calling an employee out on this board is not likely to be helpful. 

 

[LHT28]

10 hours ago, susiesan said:

She says we each have 2 accounts that need to be merged. I have no idea how that happened.

 

Probably  one of your TA;s  booked you as a new pax  & they did not use your Club number or  put  a wrong number  on the booking

 

 

 

[susiesan]

2 hours ago, BarbaraM said:

Miriam has a very important job.  I'm sure if she read this she wouldn't appreciate being called "gal".  I've communicated with her in the past and have never had an issue.  These days, with so many cancellations and re-bookings I don't envy her job.  This is something your TA should handle.  Calling an employee out on this board is not likely to be helpful. 

 

Since when did the word "gal" become unacceptable? Well maybe if Miriam does read this she will straighten my account out. Sometimes the only way you can get action from a business is to be the squeaky wheel, use social media to get them going.

 

Both of the TA's I used to book prior Oceania Cruises have put the correct O Club number on the bookings. Like I said before everything was fine before I cancelled the Aug. 29 Marina cruise a week ago. I doubt that a TA has the ability to modify an O Club members account so this is not on the TA. This is on Oceania, this is not something a TA should or can do.

[pinotlover]

I have a TA and know how to use her. Personally couldn’t imagine personally spending time on this issue. Some people just want Control! 😂

 

Spend your hours and days as you please. Obviously having fun.

[Paulchili]

1 hour ago, pinotlover said:

I have a TA and know how to use her. Personally couldn’t imagine personally spending time on this issue. Some people just want Control! 😂

 

Spend your hours and days as you please. Obviously having fun.

Maybe her new TA is not very familiar with O.

If that’s the case the transfer was not such a good idea?

Time is money (not to mention the irritation).

Edited May 18, 2021 by Paulchili

[pinotlover]

15 minutes ago, Paulchili said:

Maybe her new TA is not very familiar with O.

If that’s the case the transfer was not such a good idea?

Time is money (not to mention the irritation).

I would reply that the Travel Agency’s commission, and whatever the Agency pays their Agent, amounts to compensation to preform such tasks. This is not a time critical issue, and an excellent opportunity for both the Agent and the Agency to learn to perform these tasks. I personally never pay anyone to perform tasks that I then do myself. Not more than once anyway. I managed hundreds of people, never considered doing their jobs for them.

 

I have a TA and know how to use her. Here’s the issue. Fix it, then show me it was resolved. Or, just be a control freak and do it yourself, with no one learning from the process. Personal choice.

[susiesan]

I heard from Miriam yesterday, she wanted to verify my mailing address, which I had given her before. Apparently there is another O Club member with the same first and last name as mine who lives in Houston, TX. Maybe now my account will get straightened out. As of now it isn't, I'll give a day or so before I check back in.

[Paulchili]

41 minutes ago, susiesan said:

I heard from Miriam yesterday, she wanted to verify my mailing address, which I had given her before. Apparently there is another O Club member with the same first and last name as mine who lives in Houston, TX. Maybe now my account will get straightened out. As of now it isn't, I'll give a day or so before I check back in.

All of this is sounding a little strange. There may be another person with the same name - there is another Bill Gates in AZ - but surely this other person doesn’t have the same O club number (which you have provided to both TAs).

[susiesan]

1 minute ago, Paulchili said:

All of this is sounding a little strange. There may be another person with the same name - there is another Bill Gates in AZ - but surely this other person doesn’t have the same O club number (which you have provided to both TAs).

Miriam sent me a screen shot of what she sees on her computer. I see the name, address, and phone number of the other Susie. Maybe I should give her a call   : )

[Paulchili]

2 minutes ago, susiesan said:

Miriam sent me a screen shot of what she sees on her computer. I see the name, address, and phone number of the other Susie. Maybe I should give her a call   : )

Does that screen shot of the other Susie show her cruise history? If so, does it look like your history or is it different?

PS If your TA can reveal the other person’s “private” info like name, address & phone # she can certainly reveal her cruise history.

[susiesan]

It is now May 28 and my O Club account is still missing. No one at Oceania seems to be able to restore my past cruise history and status. Now I have a $500 FCC that was to be applied to the Dec. 12 Sirena cruise that was cancelled that should go back into my account but I have no way to know whether that happened or not.

[basor]

3 hours ago, susiesan said:

It is now May 28 and my O Club account is still missing. No one at Oceania seems to be able to restore my past cruise history and status. Now I have a $500 FCC that was to be applied to the Dec. 12 Sirena cruise that was cancelled that should go back into my account but I have no way to know whether that happened or not.

Your TA will not have a problem figuring out and getting your $500 FCC applied to your new cruise.  The $500 never shows up in your account on line.  Let your TA do the work, that is their job..,.

[pinotlover]

35 minutes ago, basor said:

Your TA will not have a problem figuring out and getting your $500 FCC applied to your new cruise.  The $500 never shows up in your account on line.  Let your TA do the work, that is their job..,.

Wasted breath. Move on. Some people like total control and diy. They’d do their own brain surgery if it wasn’t for the anesthesia. Save your breath. Let her enjoy her hours on the phone. Win-win.

[susiesan]

3 hours ago, basor said:

Your TA will not have a problem figuring out and getting your $500 FCC applied to your new cruise.  The $500 never shows up in your account on line.  Let your TA do the work, that is their job..,.

The TA was applying the $500 FCC to the Sirena cruise, but O cancellled it not me. I do not currently have another O cruise booked and don't know when I will. If I knew the details on the FCC, like is it back in my account and when does it expire, I would be more inclined to make a new booking. But I do not know the details about the FCC,  it did not show on my cancellation invoice.