Casinos at Sea-- No Customer Service

[TonyFred]

Casinos at Sea is not answering the phone or replying to emails. I have made multiple attempts to contact them. Beware booking through them as the customer service they provide is now nonexistent. I have let the phone ring for an hour more than once and sent several emails over the last 2 months. Not one time have they answered or replied. I know companies are short staffed but this is quite ridiculous.

[kenzie]

I am surprised at this as I had many telephone conversations with them before my cruise(booked 7 September)  on 25 October. Also had many email exchanges.

 

[TonyFred]

Mods please remove my original post. Due to the login issues I am unable to edit. Thanks!

[KAYKAY121]

2 hours ago, TonyFred said:

Casinos at Sea is not answering the phone or replying to emails. I have made multiple attempts to contact them. Beware booking through them as the customer service they provide is now nonexistent. I have let the phone ring for an hour more than once and sent several emails over the last 2 months. Not one time have they answered or replied. I know companies are short staffed but this is quite ridiculous.

Are you calling someone specific? I have not had any issues getting through on the main #. They do have limited hours and I have never left a voicemail or sent an email unless to someone's specific address. I call a lot to see if the rates for the upgrades I am paying for go down. And when they have, get those costs adjusted. 

[Jeffffffs]

I called twice today, my calls were answered almost immediately (which is the fastest I can recall ever happening).  Agent was very helpful...great service.

[phillygwm]

On 11/11/2021 at 10:04 AM, TonyFred said:

Casinos at Sea is not answering the phone or replying to emails. I have made multiple attempts to contact them. Beware booking through them as the customer service they provide is now nonexistent. I have let the phone ring for an hour more than once and sent several emails over the last 2 months. Not one time have they answered or replied. I know companies are short staffed but this is quite ridiculous.

I know you wanted to remove the post but it raises a valid question. 

 

I book through CAS because I get a (substantially) free cruise and my single supplement is waived.  I suspect if I had a good TA or PCC they'd be more proactive than CAS but I'm not aware that I can do that.  So if I'm missing a better way of doing things, someone please enlighten me.  

Edited November 13, 2021 by phillygwm

[BirdTravels]

On 11/11/2021 at 10:04 AM, TonyFred said:

Casinos at Sea is not answering the phone or replying to emails. I have made multiple attempts to contact them. Beware booking through them as the customer service they provide is now nonexistent. I have let the phone ring for an hour more than once and sent several emails over the last 2 months. Not one time have they answered or replied. I know companies are short staffed but this is quite ridiculous.

We've not had any problems getting through. What number are you calling? I can't think of any transactions with CAS where email is a good way to communicate. 

[goldmom]

12 hours ago, BirdTravels said:

We've not had any problems getting through. What number are you calling? I can't think of any transactions with CAS where email is a good way to communicate. 

Most of the time I call them.  But, since they are closed on the weekend if I see a cruise I'm interested in, I'll email my agent with the details so he can price it out for me and then he'll call me on Monday.  Or I'll call him.  That way he usually has everything priced out for me when we speak.

Always have had great service from CAS.

[BirdTravels]

2 hours ago, goldmom said:

Most of the time I call them.  But, since they are closed on the weekend if I see a cruise I'm interested in, I'll email my agent with the details so he can price it out for me and then he'll call me on Monday.  Or I'll call him.  That way he usually has everything priced out for me when we speak.

Always have had great service from CAS.

Yes. But, the OP's post would imply that they are calling some general reservation number/email address vs. a direct to a specific agent. Normal charges are the very annoying $20 pp/pd admin fee. And port fees/taxes. 

[complawyer]

if youve ever received a free cruise certificate the CAS number is printed on top so you can call and make your reservation.  in 10 years, ive never had a problem. sometimes it takes a little while for them to answer, but i've always gotten through to someone and been able to book my cruise, or get a question answered

 

that being said, however, ive dealt with some of the people that were amazingly helpful, and unfortunately, some were completely oblivious and flat out didnt know what they were talking about

[Sand and Seas]

50 minutes ago, complawyer said:

if youve ever received a free cruise certificate the CAS number is printed on top so you can call and make your reservation.  in 10 years, ive never had a problem. sometimes it takes a little while for them to answer, but i've always gotten through to someone and been able to book my cruise, or get a question answered

 

that being said, however, ive dealt with some of the people that were amazingly helpful, and unfortunately, some were completely oblivious and flat out didnt know what they were talking about

I agree.   If you call the cruise certificate line, or the main CAS line, I've sometimes been on hold a few minutes but eventually gotten an agent.   At both lines, I've spoken with agents who are very helpful.  

 

Best advice I ever received on these boards, if you reach an agent who isn't helpful/knowledgeable, you aren't obligated to stick with that answer.   Thank them, then call back and talk to someone else.   

 

For example, after returning from a cruise where I had earned a good number of tier points,  I called and spoke with a rookie agent who said the best he could offer me was an Oceanview for my selected cruise.   I called back the next day and was offered/booked a Mini-suite with Large Balcony.

[dbrown84]

I find that the folks that work the cruise certificate line are less knowledgeable than the folks at the main CAS number (which isn't open on nights/weekends).  That, and I pretty much expect to be on hold for 30-45 minutes before I can get an agent.