Communications With "RCCL's Cruise Specialist".....

[darchibald]

Hello,

I was wondering if anyone here could tell me what their experiences have been

with the "Cruise Specialists" at RCCL.

On November 18, 2003 I called up RCCL and spoke with a CS and talked about

planning a cruise. The communication was good. I decided to book a cruise to

the Bahamas. I made arrangements to send in the deposit for the cruise and so

forth. Is seems that once the deposit was sent in and credited to the accout it

was like "pulling teeth" to get any response from our "Specialist". Over the course

of a four month span my g/f left around five messages on our "Specialists" voicemail

but never received a call back. Well, after talking with a supervisor we finally did

receive a call back a week or so later. The only explanation from our "Specailist"

was that her hours were changed and that she was off that weekend and took the

following day off prior to calling my g/f.

Ok, I can see that maybe they changed her schedule and she had the weekend off

but it took her four months to call us. Seems like she just received the voicemail

we left four months prior.

I did manage to call and get in touch with her prior to this last phone call. She said

that she was on the phone and that she would get back to me, but never did. The

"Specialist" has both my g/f and my home phone, cell phone, work phone and email

addresses.

I would think that the "Specialists" do get commission for making the sale. I guess

I was a big fish in the ocean, since I called up and wanted to book a cruise. Shouldn't

I get the commission? Does this warrant a letter to corporate just to let them know of

our experience?

Just need some thoughts on this matter.... Advice is greatly appreciated.

:confused:

[bUU]

Definitely inform the person's manager of their failure to provide you excellent service. The most effective way of communicating that, though, doesn't include expecting compensation. That makes your complaint sound self-motivated instead of sincere. I find it more effective to report the problem and demand to be kept in the loop with regard to what the company is going to do to fix the problem -- call the manager back asking for status reports and updates if necessary. That sometimes prompts compensation, since it shows that you're sincere about what you reported.

[bplazo]

I have had a problem with quoting me the wrong price on a cruise. The first time I let it slide but they did it again two weeks ago.

 

My travel agent called me two weeks ago saying that she had a great price for a grand suite (we had a jr. suite booked aft) and that she had a couple who wanted a jr aft would I be willing to upgrade for only $350. a person. So I said yes gave up my jr. aft. Next day travel agent called and said that the RCCL representative gave the wrong quote was $500. a person. Even the rep admitted to given the wrong quote nothing she would do about. Needless to say I wasnt happy. I did email the executive offices and Martha who responded gave me a discount of $200 instead of the $300.

 

The customer service in the Executive Offices as great.

 

We sailed in September and had to call Customer Serivce several times and we alway had conflicting answers. I would just say to my husband call again that answer didnt seem correct.

 

Brenda

[pedirn]

I also had problems with RCCI CS. I had called the C&A office to see if they could help us locate a cabin we could stay in for our b2b cruise as we did not want to change cabins for the second week. Well 25 minutes later I get a call from a CS who then found me a cabin and quoted me a price $200 less than my usual trusty TA. Now being new to Diamond status, I though maybe C&A had helped and I jumped on the deal. Gave credit card number and had a long conversation with CS regarding the fact we had booked flights with FF miles and would not need air. I was also told that everything would be mailed to me (a receipt with details) as RCCI doesn't have email (a lie as they email me all the time with answers to questions). After a week of not receiving anything, and I only live about 50 miles from RCCI office, I called them. Long story short....5 days of phone calls involving CS, resolutions specialist, and sales coach....RCCI said that I was confused and didn't understand pricing. Not true, the CS messed up big time and finally admitted that he had never booked a b2b. With his booking I had two cabins on the first part, one cabin on the second part, and airfare for two. They did cancell one cabin and airfare but then said price was $800 more than original quote. I argued that I was given a total price for both cruises. They said there was nothing in their computers that would come up with price I was quoted.

I actually thought that by booking direct with cruise lines after the new pricing structure I would be better off. Guess I learned. All I can say is everyones dear friend (Royal has many loyal friends and followers) came through and was able to save deal. Now his price was not what I was quoted by RCCI but was a heck of alot less than the corrected price quoted me by RCCI.

Oh I forgot....the reason my CS didn't mail me anything in writing was RCCI fax machines were down for three days. Asked how that affected me and was informed CS had to fax info to himself and then print and mail. Strange way of doing business.

[ria]

David,

 

I too had a similar experience. Guy was sooo friendly to talk with, help me choose, etc. I called back a few weeks after I booked to check on our dining prefence wait. No return call...

 

I talked with someone else ot RCCL CS and they told me to check back two weeks prior to sailing, the dining room wait lists tend to loosen up.

 

Needless to say, I was a bit disappointed I wasn't so interesting to talk with after I booked my cruise!

 

Ria :eek:

[darchibald]

Hello RIA,

Thanks for the message. I am glad (well, not glad) that I

am not the only one who this is happening to. Seems like

once you place a deposit down on a cruise, you are a bother

to them from that point on. I was talking with a coworker and

telling him that I just booked a cruise and he was interested. He

booked a cruise from either Long Beach or Los Angeles California

going to Mexico on November 19th and he has the same "Specialist",

yet she calls him. Go figure. I am wondering if I should get the

commission for this sale since I referred him and the cruise is for

five people. I did all the work basically. I didn't have to brag or

over exert myself and start to sweat like a RCCL Specialist. Maybe

I should send a letter to corporate. :)

Below is an email that I sent to another user of the boards and there

reply........

 

 

Sounds like the right move.

If CORPORATE ignores you, THEN there's a problem.

xxx

--- darchibald@gns2000.com wrote:

 

Hello xxx,

 

While I was at work today I decided to call home and

check my voicemail and I received a call from RCCL and

another lady letting me know that she was my "Specialist".

I haven't had a chance to call her back yet and speak with

her due to the time zones (California). I am wondering if I

am receiving a call because I was online a few weeks ago

and I requested new brochures for cruises. One would think

that RCCL has a database with the guests who request

brochures and it would match up the guests with a Specialist

who is already assigned to that person, specially since we

have already booked and paid for a cruise with them.

 

I just called and entered the extension of our current Specialist

and her voicemail is still active so I am assuming that she didn't

get in any sort of trouble over this. That is not my goal, my goal

would be to have better communications since they do work for

us and basically depend on us. I think that I will write a letter to

corporate and let them know the frustration that we had.

 

Thanks for your input..Appreciate it.

 

David Archibald