I will never ever again complain about RCI after......

[Oceansaway17]

Yes, so those of us who cruise Disney ships have known for almost 9 days now that their IT messed up big time and phone lines are overwhelmed.

Most of the time when calling you get "due to overwhelming calls, we cannot take yours right now" and they disconnect.

 

So, I have heard that emails went out to a lot of folks with wrong information, plus upgrades that went wrong and several other things with website. 

Now wait times can be up to 4-6 hours and if you can even get it line. It took me 5 tries in half hour to even get beyond the can't take your call crap and hang up.

 

So for now, I hope this never happens to RCI and I do believe their IT dept could fix it better and sooner. But seriously over a week of LONG LONG waits on the phone just bad business.  

 

Just wanted to share and so now let the comments flow.  

 

 

[publicpersona]

Royal is certainly not alone in the cruise industry in having an IT department that is not up to contemporary professional standards. In addition to your Disney example, I have seen MSC's IT department do things that are downright customer hostile.

 

Having said that, Royal's IT department should get some sort of extra effort award simply for this cost breakdown on one of my cruises. [Spoiler alert: They can't add and subtract.]

 

 

[Tiggerontheseas]

4 minutes ago, publicpersona said:

Royal is certainly not alone in the cruise industry in having an IT department that is not up to contemporary professional standards. In addition to your Disney example, I have seen MSC's IT department do things that are downright customer hostile.

 

Having said that, Royal's IT department should get some sort of extra effort award simply for this cost breakdown on one of my cruises. [Spoiler alert: They can't add and subtract.]

 

 

 

Quick!  Pay it before they change their mind.  LOL!

[loman]

I typically phone in my cruise order to RC  after i select my cabin and they have always been pretty good . I really cant complain about the service i got over the years . Lucky i guess 🙂

[retird]

28 minutes ago, Oceansaway17 said:

Yes, so those of us who cruise Disney ships have known for almost 9 days now that their IT messed up big time and phone lines are overwhelmed.

Most of the time when calling you get "due to overwhelming calls, we cannot take yours right now" and they disconnect.

 

So, I have heard that emails went out to a lot of folks with wrong information, plus upgrades that went wrong and several other things with website. 

Now wait times can be up to 4-6 hours and if you can even get it line. It took me 5 tries in half hour to even get beyond the can't take your call crap and hang up.

 

So for now, I hope this never happens to RCI and I do believe their IT dept could fix it better and sooner. But seriously over a week of LONG LONG waits on the phone just bad business.  

 

Just wanted to share and so now let the comments flow.  

 

 

Your complaint seems to be with Disney.  Wondering why you post on Royal forum?

[Oceansaway17]

Just now, retird said:

Your complaint seems to be with Disney.  Wondering why you post on Royal forum?

a lot of folks complain about RCI IT and I was trying to make a point.

 

[retird]

1 minute ago, Oceansaway17 said:

a lot of folks complain about RCI IT and I was trying to make a point.

 

In 10 years, have never encountered a problem when communicating with RCI.    You should post on Disney site so they see you are fed up with their tardiness, or maybe you already have.  Im not sure if they scan other forums to see if their are complaints about them

[Oceansaway17]

4 minutes ago, retird said:

In 10 years, have never encountered a problem when communicating with RCI.    You should post on Disney site so they see you are fed up with their tardiness, or maybe you already have.  Im not sure if they scan other forums to see if their are complaints about them

good for you 

[erinsmom03]

1 hour ago, Oceansaway17 said:

aw come on knock it off.  stop being mean to me. what PITA.

Many times on this forum folks complain or joke about RCI and IT dept.  

 

give it a rest if you do not like my thread.  I was offering an opinion.  And yes DCL thread has this also.

Just that the joke and comments about RCI IT issues can now not compare to the nightmare over at DCL..

 

perhaps you should dig up thread about boring chair hogs to entertain yourself.

 

As a Disney cruiser who switched back to Royal in 2019, I found your post interesting. I hope that Disney will get a handle on the problem soon. Good luck with your cruise!

 

PS When we were booking Disney cruises years ago, I loved that we could reprice the cruise on the website. No phone call necessary, it was so easy to do. I spend a lot of time calling to reprice cruises with Royal!

[SherriZ366]

1 hour ago, retird said:

Your complaint seems to be with Disney.  Wondering why you post on Royal forum?

I think the topic that the OP chose "I will never ever again complain about RCI after .... "  Explains why she's posting on the RCI board. 😃 

Disney's IT sounds like it is worse than RCIs and judging from the prices going up drastically in the Theme Parks, I would expect that the DCL cruise prices are higher.  

[time4u2go]

2 minutes ago, SherriZ366 said:

Disney's IT sounds like it is worse than RCIs

Lol I don't think that's possible

[Cruising89143]

14 minutes ago, SherriZ366 said:

I think the topic that the OP chose "I will never ever again complain about RCI after .... "  Explains why she's posting on the RCI board. 😃 

Disney's IT sounds like it is worse than RCIs and judging from the prices going up drastically in the Theme Parks, I would expect that the DCL cruise prices are higher.  

MSC takes the prize in my book. Absolutely horrible IT and their FLL customer service leaves a lot to be desired. Wanted to their product but it’s not worth the hassle.

[SherriZ366]

2 minutes ago, cruisingator2 said:

MSC takes the prize in my book. Absolutely horrible IT and their FLL customer service leaves a lot to be desired. Wanted to their product but it’s not worth the hassle.

Sounds like sticking with RCI is a good idea.  I've had some long waits on the phone with RCI when the Resolutions Desk is involved but as I used the D+ desk, the reservationist stayed on the phone and facilitated getting on with Resolutions.  

[kjenaz]

In 35 cruises over the last 20 some years I have never had a problem, UNTIL now with anything RCCL IT or reservation related.  They have messed up my cruise that leaves on the 26th big time.  They have been working on it for 1 week, and I doubt it will get fixed before we leave next Friday.  I am told that the resolution specialists can only email the IT department.  What a joke.

 

[brillohead]

*sneaks off to DCL forum to see what all the fuss is about and the first thread seen is:*

Thank you for calling Disney Cruise Line Your Wait Time will be 600 minutes (no joke)

[perfect match]

We haven’t cruised on Disney in about 8 years. Recently we’ve been talking about sailing with them again. I think we’ll put that idea on hold for a while! In the past, we never had any problems with their IT dept. Apparently things are different now. Hope they get things sorted out soon. 

[deliver42]

I agree with the poster that said MSC  is the worst. Their customer service is non existent.

[Tree_skier]

13 hours ago, cruisingator2 said:

MSC takes the prize in my book. Absolutely horrible IT and their FLL customer service leaves a lot to be desired. Wanted to their product but it’s not worth the hassle.

We tried MSC once.  

 

It was one and done for us.

 

Onboard guest services was downright surely.

Edited March 19, 2022 by Tree_skier

[CruisingRealtor2018]

16 hours ago, publicpersona said:

Royal is certainly not alone in the cruise industry in having an IT department that is not up to contemporary professional standards. In addition to your Disney example, I have seen MSC's IT department do things that are downright customer hostile.

 

Having said that, Royal's IT department should get some sort of extra effort award simply for this cost breakdown on one of my cruises. [Spoiler alert: They can't add and subtract.]

 

 

So I had called to get a price adjustment at one point and the guy on the phone tried to break this down the percentage off is after the other discounts and that some of the discounts are pre tax and fees and some are post tax and fees still didn’t make any sense to me and I told them they need to get a better system and not be so deceptive with the sales.  The percentage off never quite adds up for me?  The whole sale thing with all cruise lines is pretty shady and misleading.  Best advice to anyone is book as early as you can and check the price twice a week til sailing, all the way through a booking process with fictitious guest info.  then call if price is lower and do it all over again the next week.  On our latest sailing we between 2 rooms we saved about $5500 dollars by constantly checking.  One is a 2br suite the other a balcony and under 8k for both rooms with 6 people total cruising it pays to keep checking.  We just got onboard credit for a price drop and we are. 2 weeks from sailing today!

[GTO-Girl]

12 hours ago, kjenaz said:

In 35 cruises over the last 20 some years I have never had a problem, UNTIL now with anything RCCL IT or reservation related.  They have messed up my cruise that leaves on the 26th big time.  They have been working on it for 1 week, and I doubt it will get fixed before we leave next Friday.  I am told that the resolution specialists can only email the IT department.  What a joke.

 

I had a problem I had been working on for weeks.  Someone suggested to go to the Royal Caribbean Crown & Anchor facebook page and PM’ed them.  It took a couple of days for them to respond but once they did my problem was resolved quickly.

 

May be worth a try!!

[Oceansaway17]

12 hours ago, perfect match said:

We haven’t cruised on Disney in about 8 years. Recently we’ve been talking about sailing with them again. I think we’ll put that idea on hold for a while! In the past, we never had any problems with their IT dept. Apparently things are different now. Hope they get things sorted out soon. 

 

so the end of the story it took me 5 hours but I got through to a lovely lady with a pleasant voice and very patient. 

She said this was an awful mess for everyone and they were embarrassed for the customers as well.

 

So for now I feel that hopefully RCI won't have these week long issues of keeping people on hold for 6 hours.   toodles all.  PS they expect DCL issues with the phones for another week and are working on getting more folks trained.  Lesson to all cruise lines when doing a major update to systems.

test a lot before releasing.

[handbellplayer]

This entire post is why I love my travel agent!!!!

[livingonthebeach]

Here's a crazy story about a disgruntled neighbor calling RCI pretending to be her friend and cancelling her reservation out of spite. After much back and forth RCI did make good in the end. The takeaway here is never give ANYONE your reservation number and be careful how you word your emails to RCI. Another brownie point for Royal! After reading this I don't think I could complain about Royal either. 

 

https://www.elliott.org/cruises/royal-caribbean-canceled-cruise-help/

[SherriZ366]

On 3/19/2022 at 10:09 AM, CruisingRealtor2018 said:

So I had called to get a price adjustment at one point and the guy on the phone tried to break this down the percentage off is after the other discounts and that some of the discounts are pre tax and fees and some are post tax and fees still didn’t make any sense to me and I told them they need to get a better system and not be so deceptive with the sales.  The percentage off never quite adds up for me?  The whole sale thing with all cruise lines is pretty shady and misleading.  Best advice to anyone is book as early as you can and check the price twice a week til sailing, all the way through a booking process with fictitious guest info.  then call if price is lower and do it all over again the next week.  On our latest sailing we between 2 rooms we saved about $5500 dollars by constantly checking.  One is a 2br suite the other a balcony and under 8k for both rooms with 6 people total cruising it pays to keep checking.  We just got onboard credit for a price drop and we are. 2 weeks from sailing today!

Good advice.  

[SherriZ366]

On 3/19/2022 at 10:21 AM, GTO-Girl said:

I had a problem I had been working on for weeks.  Someone suggested to go to the Royal Caribbean Crown & Anchor facebook page and PM’ed them.  It took a couple of days for them to respond but once they did my problem was resolved quickly.

 

May be worth a try!!

Another good suggestion!!