trouble with credit card reward certificate

[Saraalijew]

I booked a cruise on june 24 and paid for it in full on that date for Sept 2 on the Freedom. We are or at least we were loyal Royal Caribbean credit card users and Crown & Anchor members. On that day, per the RCCL website, a cuise a category D2 balcony room was the same price as a category I oceanview cabin. Of course we booked the D2 cabin but the reservationist (no travel agent was used-looks like a big mistake) at RCCL (a "certified vacation specialist") booked us directly into a category D2 after failing to lock in a "I" rate first. I have been on the phone with RCCL (a bunch of people and different departments) and seems no one believes me about the prices being the same. To add insult to injury, I am trying to use the 125,000 point coupon for a free cruise for two under the old reward system which they are saying is okay for a category I but they are trying to make me pay a price difference from the category I to D2 that my husband, the "certified vacation specialist" and myself know did not exist on the day I booked this cruise. The prices were the same on the day that I booked, but it seems they don't believe me. I do not have any proof other than what I saw on the internet. The confirmation I have just shows the price I paid for a D2. But they seem also unable to provide any proof other than what they are telling me. Customer service states there is no way to go back about three weeks ago and determine what the prices were. However someone at the rewards center is telling me that she did that and discussed it with the revenue (?) department and the best they came up with is a price difference between the category D2 and I of $250 per person at the time my reservation was made. There is nothing further they can do. It just doesn't seem right. I have been on the phone with various departments for the last three hours trying to get what I booked - not pay an additional $250 extra per person charge. I guess $500 for a balcony cabin isn't bad but we booked the cruise because a balcony was the same price as an oceanview. Does anyone out there have any ideas as far as what i can do at this point? If I cancel now I will be hit with a $500 penalty and lose my coupon.

 

Sorry this is so long but I wanted to expain the situation fully. Thanks in advance for any and all help.

[Ken Greco]

I have a feeling the error was cause by someone entering a price on the RCCL computer for the website and not catching the mistake. I feel you should get the cabin you want. There are travel ombudsmen separate from RCCL that may be able to help you. The best thing is to put in writing and copy the RCCL CEO. Do in a nice way.

Ken

[Saraalijew]

I do not think it was an error. Freedom has an August 12 sailing where the I Ocean view ($1,599)is actually more than a D2 balcony ($1,549). I just need some kind of proof as to what the price was on June 24.

[rowala]

Send a letter FedEx to the CEO. Worked for us when we had a problem, although it took a while.

[daisysheridan]

Makes me want to screen print the web page when I find a better rate!

[Coralc]

Should the issue arise again, you should know how to take a screenshot. It took me a while to figure it out during a "best price guarantee" dispute. On our computer...Hit CTL + ALT+ PRT SCR (keys) and then open up your email program (for the date feature) or word processing program and position your cursor. Hit paste or CTL 'V' to paste the screenshot on the page. Email it to yourself or save it on your word processing program. :)

[Saraalijew]

Thanks for the idea but I don't think we as consumers should have to prove the price we paid existed on a certain date. They should have some sort of way to determine what the price was. It looks like she just quoted me the lowest available price for a category I that ever existed for that sailing. What happened to the customer is always right?

[lvtotrvl1]

Did you receive a confirmation when you made your payment? That would have shown the price. The ruiselines usually will send them immediately upon booking so you can check for any errors.

[Saraalijew]

The confirmation does show the price paid but just for the category D2. It does not reflect the category I price that existed at the time of booking which is what they are saying I need. They are stating that the $1,199 price for an I never existed , yet I know what I saw and what was booked. Supposedly they are researching the matter further to see if anyone booked on the date I did in the category I and paid an $1,199 price. If they find such a thing I will be alright. Anyone out there book the Freedom on Sept 2 and pay for it somewhere around June 24 in category I? I think I desperately need some help with this one.

[ranchingal]

The confirmation does show the price paid but just for the category D2. It does not reflect the category I price that existed at the time of booking which is what they are saying I need. They are stating that the $1,199 price for an I never existed , yet I know what I saw and what was booked. Supposedly they are researching the matter further to see if anyone booked on the date I did in the category I and paid an $1,199 price. If they find such a thing I will be alright. Anyone out there book the Freedom on Sept 2 and pay for it somewhere around June 24 in category I? I think I desperately need some help with this one.

 

Check with the people on the roll call for this sailing. Maybe someone booked that category on that day. You might also want to start a new thread searching for people who booked that day. :)

[Pradagal]

Another instince where a TA could of helped.:)