‘Jury’s out’ - Oceania customer service

[Host Jazzbeau]

21 hours ago, Jancruz said:

Host Jazzbeau

Host Jazzbeau,

US travel agencies under ordinary circumstances are not allowed to deal with UK clients unless there are special circumstances the same with Australia..

Jancruz1

Is this an Oceania rule?  I have read many UK posts on other forums suggesting this approach.

[Beagle5]

54 minutes ago, Host Jazzbeau said:

Is this an Oceania rule?

I believe that it is.

 

I cant speak for the UK. However, I have booked Cunard cruises via international Travel agencies, but all Oceania fares have in the fine print something along the lines of 'this fare is available to residents of US/Canada' or, 'this fare is available to residents of Australia'.

 

Oceania packages the product differently for different markets. In Australia for example, gratuities are included in the fare, there is no air inclusion, but you must take OLife. I would happily book the US fare without OLife, but I would run the risk of being denied boarding if they picked up on my residency being outside the US/Canada. The same is true in reverse.

 

At the moment the next cruise I am booked on is June 25 on Riviera. I saw the attached flier on a FB page showing that it is currently marketed in the US with all three OLife benefits included. If you look in the fine print you can see the wording "valid for residents of United States and Canada". In Australia this offer is not available (yet -we will see what happens after final payment).

AOLife Ultimate Flyer - USD.pdf

[HilsTas]

1 hour ago, Beagle5 said:

I believe that it is.

 

I cant speak for the UK. However, I have booked Cunard cruises via international Travel agencies, but all Oceania fares have in the fine print something along the lines of 'this fare is available to residents of US/Canada' or, 'this fare is available to residents of Australia'.

 

Oceania packages the product differently for different markets. In Australia for example, gratuities are included in the fare, there is no air inclusion, but you must take OLife. I would happily book the US fare without OLife, but I would run the risk of being denied boarding if they picked up on my residency being outside the US/Canada. The same is true in reverse.

 

At the moment the next cruise I am booked on is June 25 on Riviera. I saw the attached flier on a FB page showing that it is currently marketed in the US with all three OLife benefits included. If you look in the fine print you can see the wording "valid for residents of United States and Canada". In Australia this offer is not available (yet -we will see what happens after final payment).

AOLife Ultimate Flyer - USD.pdf 2.43 MB · 2 downloads

Hi Beagle 5 - Oceania has some O-Life Ultimate cruises that they are promoting in Australia at present.   Your TA or Oceania should have details and I think your cruise is included.

cheers, Hilary

[MEFIowa]

On 3/24/2022 at 7:33 PM, Emily Kate said:

My husband and I are due to embark on our first cruise with Oceania soon.  We are experienced cruisers, having sailed previously with many other cruise lines, and we felt confident in booking a Transatlantic crossing with Oceania.  To date I can tell you it has been the most miserable, soul destroying experience.  We have needed to contact Oceania on several occasions and to say their customer service/care has been shabby is being way too kind to them.  We have experienced rude, ill-informed staff members, an example being their refusal to accept that they were giving out incorrect information regarding Covid testing requirements for our upcoming trip.  This resulted in significant expense on our part in being forced to purchase incorrect and unnecessary testing services which, of course, resulted in no refund possible.   Every single request we’ve made in an endeavour to resolve various issues with our booking has been firmly denied  (the computer says ‘no’ springs to mind) and their apparent unwillingness to even consider a customer’s point of view has been an eye-opener. ...  

My wife and I did our very first cruise ever in 12/21 and we did it thru O not by way of any TA. We had nothing but a positive experience. And we thoroughly enjoyed our 12/13-23/21 W Caribbean cruise no Riviera. In the ABSENCE of any SPECIFIC problem identified above, it is impossible to evaluate your implied assertions. Impossible to know what they are about or whether people are being reasonable or the company is doing what it should to.

 

BUT as I prepare to go to Paraguay in April, I took it upon myself to study in detail the published COVID travel requirements of the US government, the Paraguayan government and the airlines. Then I worked with my tour operator on satisfying what I needed to do.

[LHT28]

10 hours ago, Host Jazzbeau said:

Is this an Oceania rule?  I have read many UK posts on other forums suggesting this approach.

Some cruise line have special agreements with those Countries  not to undermine their own Travel industry

Canada used to be the same

We had to book through a wholesaler that dealt with the cruise lines

 

Oceania do have sales offices in OZ & the UK 

[LHT28]

9 hours ago, Beagle5 said:

I believe that it is.

 

I cant speak for the UK. However, I have booked Cunard cruises via international Travel agencies, but all Oceania fares have in the fine print something along the lines of 'this fare is available to residents of US/Canada' or, 'this fare is available to residents of Australia'.

 

Oceania packages the product differently for different markets. In Australia for example, gratuities are included in the fare, there is no air inclusion, but you must take OLife. I would happily book the US fare without OLife, but I would run the risk of being denied boarding if they picked up on my residency being outside the US/Canada. The same is true in reverse.

 

 2.43 MB · 16 downloads

You may not run the risk of being denied boarding but the US agent may lose their booking privileges with those cruise lines

 

Back to the  topic

[Jancruz]

13 hours ago, Host Jazzbeau said:

Is this an Oceania rule?  I have read many UK posts on other forums suggesting this approach.

Yes, Im not saying it cant be done but not unless special circumstances and or lots of devious methods..

Jancruz1

Edited March 26, 2022 by Jancruz

[ToxM]

Just two snippets of info …

 

There is a book of face group about Oceania I am in that is run by a travel agent. He has told me that as long as doesnt have to book air travel he can book cruises for people in the UK. 

 

Regent have recently told UK travel agents that the largest discount they are allowed to offer their UK clients is 5% and that includes any discount from commission. 

 

We really don’t get the breadth of offers and incentives that our colonial cousins get. 

 

 

[Baz-t]

As you have already acknowledged, the way to go is via a U.K. based travel agent. We always use a travel agent to get better pricing and ongoing support. Over the past 2 years our TA has always been excellent at following up cruise credits from cancelled cruises. The TA handles all queries and concerns with Oceania.

We will use any one of the 3 top TA’s that specialise in the premium lines. 
I would not recommend using an overseas TA . You need ABTA who are au fait with the U.K. laws and regulations. 
Enjoy your cruise.

[ToxM]

19 minutes ago, Baz-t said:

As you have already acknowledged, the way to go is via a U.K. based travel agent. We always use a travel agent to get better pricing and ongoing support. Over the past 2 years our TA has always been excellent at following up cruise credits from cancelled cruises. The TA handles all queries and concerns with Oceania.

We will use any one of the 3 top TA’s that specialise in the premium lines. 
I would not recommend using an overseas TA . You need ABTA who are au fait with the U.K. laws and regulations. 
Enjoy your cruise.

Agreed we use one of those and have a very good relationship with out personal TA in the company. She works hard for us. 

[LHT28]

22 minutes ago, Baz-t said:

I would not recommend using an overseas TA . You need ABTA who are au fait with the U.K. laws and regulations. 

Enjoy your cruise.

I agree 

Have read posts here & another forum where UK people booked with a US agent & were surprised at the lack of protections  when things go pear shaped

The UK travellers have a good protection program for travel  it may cost you a bit more (not sure) but probably worth it when you are used to such protection programs

JMO

[sunlover12]

On 3/24/2022 at 7:33 PM, Emily Kate said:

My husband and I are due to embark on our first cruise with Oceania soon.  We are experienced cruisers, having sailed previously with many other cruise lines, and we felt confident in booking a Transatlantic crossing with Oceania.  To date I can tell you it has been the most miserable, soul destroying experience.  We have needed to contact Oceania on several occasions and to say their customer service/care has been shabby is being way too kind to them.  We have experienced rude, ill-informed staff members, an example being their refusal to accept that they were giving out incorrect information regarding Covid testing requirements for our upcoming trip.  This resulted in significant expense on our part in being forced to purchase incorrect and unnecessary testing services which, of course, resulted in no refund possible.   Every single request we’ve made in an endeavour to resolve various issues with our booking has been firmly denied  (the computer says ‘no’ springs to mind) and their apparent unwillingness to even consider a customer’s point of view has been an eye-opener.   At this point, quite frankly, our dealings with the company thus far have certainly taken the shine off the forthcoming cruise.  I do want this not to be the case but we are struggling to accept that this is the way that Oceania sees fit to conduct business.  Maybe the fact that the business hours of 9.00 am to 5.00 pm, Monday to Friday only is indicative of the mindset of the Company in relation to ‘customer service’.  It seems to me that these hours are not set with the convenience of the customer in mind.  I will be very interested to learn if others have had a similar experience with Oceania or if we are just unlucky?  Meanwhile, our cruise fast approaches and rather than preparing with eager anticipation, I find myself worrying that this culture of ‘no can do’ we are experiencing will be replicated on board ship.  I certainly hope not!

I am sorry that you experienced this.  My own experience when calling Oceania is not this. On my March 2022 cruise, I booked directly with O and did not use a travel agent. I have used one in the past and will again in the future. There are benefits of using a travel agent as many others here have said. 

 

I did call Oceania probably 3 times regarding this cruise.  I get that because you're calling the general phone number you can be talking to whoever answers.  My own experience was never with a rude or ill-informed staff member.  Quite the opposite, in fact. 

 

I think part of the issue here is the ever-changing Covid requirements of so many countries.  It's like a full-time job trying to keep up with it all.  I did my own research on the entry requirements of the country that I was traveling to. I did not rely on Oceania or anyone else to tell me (although they did send several emails prior to the cruise about it).  This particular country changed from requiring a PCR test to an antigen test, which is cheaper and easier to get.  The country's tourism website was very specific on the requirements and I checked it regularly.  It comes down to personal responsibility, IMO. 

 

I'm curious about the problems you had making dining reservations online and the "absymal website". My experience has been the opposite. Never had a problem using the website. The website was discussed in another thread a few weeks ago. It could be the web browser that you are using. 

 

Also to clarify Oceania's customer service hours.  As listed on the Oceania website, their hours are M-F 9-7 ET and 9-5:30 ET on Saturday. 

 

I hope you decide to give O a try and go on your planned cruise.  I'm not an O "cheerleader". I'm just here to tell of my own experience.

JMO

[LHT28]

Do not forget the OP is in the UK  they have different rules & deals there

 

Some of the travel agencies there are order takers much like some online places here

 We have no idea what the questions were & whether the person on the line was  just a order taker or has actual knowledge of all the changes with covid regulations.

There is no excuse for rudeness from the rep or the client JMO

 

I do not understand why the OP could not book their dining reservations online  unless a problem with the website in the UK ??

If they tried  to book within a week from sailing then that is an issue as booking close  7-8 days out

 

Hopefully they will enjoy the cruise

 

[Flatbush Flyer]

3 hours ago, ToxM said:

Just two snippets of info …

 

There is a book of face group about Oceania I am in that is run by a travel agent. He has told me that as long as doesnt have to book air travel he can book cruises for people in the UK. 

 

Regent have recently told UK travel agents that the largest discount they are allowed to offer their UK clients is 5% and that includes any discount from commission. 

 

We really don’t get the breadth of offers and incentives that our colonial cousins get. 

 

 

I know that FB Group and, FWIW, it has a lot of misinformation.

[KS&JW]

55 minutes ago, Flatbush Flyer said:

I know that FB Group and, FWIW, it has a lot of misinformation.

Yes, shockingly so. 

[Flatbush Flyer]

55 minutes ago, KS&JW said:

Yes, shockingly so. 

And have you noticed how any recommendations of other TAs (or ways to choose among TAs) results in the disappearance of that member from the group.

Too bad that O’s official FB group is not good at exchanges among members.

[basor]

On 3/25/2022 at 1:45 PM, Emily Kate said:

Thank you very much for all your comments and for trying to be helpful.  It is clear that the majority of you believe that the best way to manage a booking with Oceania is by using a TA, and we take that advice on board.  However, should the representatives at Oceania not be courteous and helpful to all customers, be they TA’s or travellers?  Historically, we have preferred having the ability to talk directly with the cruise company, not having to go through the extra layer of a TA, and we do not have similar problems with any other cruise line.  Perhaps some of our difficulties have come due to a fairly late change of Oceania cruises, but we have had problems with incorrect and contradictory information (in particular, referring to Covid testing requirements on the original cruise that led to the unnecessary purchase of PCR testing and proctoring at the insistence of ‘O'), refusal to refund cruise credits (even though the criteria for such was met), failure to allow us to make dining reservations as stated on the website, and their failure to mail cruise documents to us.  And don’t even get me started on their abysmal website.  Customer service at ‘O' should not be limited to TA’s, it should encompass all travellers, no matter how they booked the cruise.  All that being said, we will be on the Sirena sailing on 29 March from Barbados and very much look forward to meeting some of you.  We will keep an open mind going forward and hope to enjoy our first cruise with Oceania.

Thanks so much for taking the time more give more details...I am a bit confused by a few of your problems...

 

1)  COVID testing rules have definitely been fluid and unfortunately the embarkation port makes (and changes) the rules.   Oceania did "recommend" that passengers take a COVID test 72 hours prior to embarkation but never required.  We purchased proctored test for our cruise ($60.00 for 2) and used them in our hotel room prior to embarkation.  

2) Refusal to refund cruise credits...are you talking about shipboard or onboard credits or?  Any credits received prior to the cruise are for use to pre-book items or to use onboard.  If there are onboard credits not used, and they are of the refundable type - not all are refundable- you receive the refund at the end of the cruise/

3)  Failure to allow you to make dinner reservations - do you mean that they told you could not go on the website and book your specialty dining reservations when it was your turn?

4) Failure to mail you your cruise documents.  Do you mean they told you that they would not mail them?  Or are you meaning that they have not arrived yet?  As been discussed a lot on this forum, the cruise booklet has been arriving much later than in the past.  Ours arrived a couple days prior to our departure and our friends arrived after they had left their home.  The important cruise documents are sent via email.  The booklet has no cruise documents in it that you haven't already received, except the luggage tags (which the porters have ready at the pier).

 

I am just trying to clarify so we can understand your experience and, hopefully, provide you with accurate information so your onboard and future O experience will be off on a better footing.

[ToxM]

3 hours ago, Flatbush Flyer said:

I know that FB Group and, FWIW, it has a lot of misinformation.

I will tend to agree with that statement. I almost wish I had time to set up an impartial O group. 

[Hawaiidan]

On 3/26/2022 at 10:56 AM, ToxM said:

Just two snippets of info …

 

There is a book of face group about Oceania I am in that is run by a travel agent. He has told me that as long as doesnt have to book air travel he can book cruises for people in the UK. 

 

Regent have recently told UK travel agents that the largest discount they are allowed to offer their UK clients is 5% and that includes any discount from commission. 

 

We really don’t get the breadth of offers and incentives that our colonial cousins get. 

 

 

Question....This is like the  only 3 bottles of wine  limit...      The 5% limit is for , as I understand, for advertised fare.     How, ask yourself, would any cruise line be able to monitor what  personal discounts/ rebates an agent offers  ?  In a free market   that can be anything you and the agent agree on. 

[Flatbush Flyer]

1 hour ago, Hawaiidan said:

Question....This is like the  only 3 bottles of wine  limit...      The 5% limit is for , as I understand, for advertised fare.     How, ask yourself, would any cruise line be able to monitor what  personal discounts/ rebates an agent offers  ?  In a free market   that can be anything you and the agent agree on. 

Alfonso Bedoya - truly great actor!

[Host Jazzbeau]

47 minutes ago, Flatbush Flyer said:

Alfonso Bedoya - truly great actor!

And the favorite of my CC namesake (Al 'Jazzbeaux' Collins of WNEW and KSFO).  "I don' got to show you no stinkin' badges!"

[Hawaiidan]

17 hours ago, Host Jazzbeau said:

And the favorite of my CC namesake (Al 'Jazzbeaux' Collins of WNEW and KSFO).  "I don' got to show you no stinkin' badges!"

He was a treasure  from the Sierra Madre.....   other than Fred C Dobbs.    ( in the 60's on sunset strip there was a cool dive  called "Fred C. Dobbs"   )     

[ORV]

Lot's of words for so little information. My take is that just because a person doesn't get the answers they want, or policies aren't being bent, doesn't mean that the company is bad. It might just mean that you didn't get your way. Believe it or not the customer is not always right. 

[ronrick1943]

1 hour ago, ORV said:

Lot's of words for so little information. My take is that just because a person doesn't get the answers they want, or policies aren't being bent, doesn't mean that the company is bad. It might just mean that you didn't get your way. Believe it or not the customer is not always right. 

Rightly stated…………..

[LaCroisiereS'amuse]

On 3/26/2022 at 5:56 PM, ToxM said:

Just two snippets of info …

 

There is a book of face group about Oceania I am in that is run by a travel agent. He has told me that as long as doesnt have to book air travel he can book cruises for people in the UK. 

 

Regent have recently told UK travel agents that the largest discount they are allowed to offer their UK clients is 5% and that includes any discount from commission. 

 

We really don’t get the breadth of offers and incentives that our colonial cousins get. 

 

 

 

Always had significantly more than 5% discount on both Regent & O from my UK agent....