Changing passengers prior to final payment

[IRONGUT99]

I'm the group leader for an affinity group. We have 15 rooms booked. I've have Two cruisers in a room not be able to go, however I have a replacement couple that wants to go, I called today to switch out the guests, final payment, isn't due until this Saturday. I was told I couldn't switch both guests out. They would have to book their own room. (And not get our group pricing). Even though I just did this exact same thing 3 weeks ago in another room. And have had this request granted many many times in previous group cruises.  Has anyone else run into this?

[cruisinmeme]

My granddaughter and a boyfriend had a cruise booked. I was handling everything for her. They broke up and I called and was told we could make name changes up until like 3 days before the cruise. BTW she was already paid in full.  Since they had a history of breakup/ makeup we didn’t make the change (for her mother) right away but made the change about a month before the cruise. 
I know you really didn’t ask for all the details but I call BS on what they told you. Talk to someone else.

[julig22]

If you've done it before, just call back and if that person can't help, ask for a supervisor.  Sadly, not all reps are well trained and will just say no if they don't really know the answer.

The work around, if necessary...remove passenger 2, add 1st alternate. Switch alternate to primary. Remove 2nd passenger, replace with 2nd alternate.  Ridiculous, of course but ...

[IRONGUT99]

It actually crossed my mind that my group concierge was just making it up, even thou he just did the same thing last month?  He said the resolution desk has to handle it? I'm pretty sure he just transferred me to his buddy's line to make up the new policy  🤣😅 I'm going to call someone else today.

[mjkacmom]

I thought the first person on the reservation couldn’t be changed?

[IRONGUT99]

I called today, the group representative who answered the phone told me. Oh, they certainly can' be changed, but we have to send it over to the resolution desk. then the resolution desk tells me that you cannot change both people, only one, even though I have changed both people multiple times since I booked the cruise over 18 months ago period so I just kept calling and talking to different people. And finally, the last representative I spoke too said no problem I can do that for you  And he changed both rooms for me!?!?

[phoenix1181]

Glad you got everything worked out.  Sorry you had so much grief in getting it done but that seems to be the norm with most call centers. 

 

When you're lucky enough to get a seasoned staff member with common sense, they know what they can do, even when policy dictates otherwise, and the result is amazing!