What is going on with RCCL Customer Service.

[Firefighterhoop]

I am a loyal, cruiser with RCCL, 2 years ago when I went on my first RCCL cruise, everything, Customer service, reservations, was awesome.

 

I just called and talked to reservations last week and the guy I talked to acted like 1) I was wasting his time, and 2) he acted like i didn't want to be at work, that it made me not book a cruise on them for that reason alone.

 

I also had a run in with custom air because my Northwest flight for december was cancelled (I had booked thru RCCL Custom Air), and they said they would not help me re book it because it was Northwest's problem and northwest said they would not deal with anyone besides a Travel agent. HMMMMMMMM.. It took me 2 days and me talking to the head of the Air department to get them to do anything about this, and I have been reading other posts about the dreaded air department doing the same thing too!

 

I love RCCL don't get me wrong, but in the past year their Customer Service and loyalty to their customers has gone down past the point of acceptable. Will I still cruise RCCL, yes, Mainly because of the ships, however, I am trying other lines also now and cancelled 3 of my rccl cruises and took them to Princess and Carnival. I hope enough people do like I did and complain when they have customer service problems because only then will things change.

 

I was wondering if others on here had noticed this trend also????

 

Scott

PS> I am not one of those 1 time posters that post once and complain and you never see again, I am on here daily helping others posting, but this kinda got under my skin the last few months and I wanted to share.

[TERRY223]

If you happened to get the name of the CSrep you talked to, call back and talk to their supervisor ASAP and raise holy h_ _ _ :mad: . Incompitency-or just plain laziness is unacceptible, and it sounds like the RCCI rep you talked with, had a big dose of both. If you booked Air through RCCI also-then it is an RCCI problem!! But management can not fix a problem, unless they know one exists-- call back soon and let them get "in touch with your inner grouch".;)

[travellady]

When I booked my Monarch of the Seas for Feb back in September, I was debating about switching to the Vision of the Seas 7 day Mexican Riviera cruise. I called RCCL and got a gentlemen who said he couldn't help me because I needed to talk to the original booking agent. He said she wasn't there that day but would switch me to her voicemail and I could leave her a message about what I wanted and she would call me back. I never heard from her. I could have called back but we ended up deciding not to book a 7 day.

 

I can say I got the feeling that they really didn't care about getting my business. Had the ship been close to full, I may have missed out. The first person I talked to should have helped me since the original agent I booked with wasn't available and wasn't going to be in for several days.

[Firefighterhoop]

Terry, As far as getting names, I did, but the supervisors do not call you back, So i just kept calling them back. At first they would tell me that "There is no supervisor in", then it turned into, they are all busy, finally after they are too tired of hearing your voice, a supervisor with air sea magically appears!

[darchibald]

Hello Firefigher,

I thought that it was only me that recieved terrible treatment

from RCCL Customer Service Representatives. Seems like the

CSR's would be more appreciative after someone books a cruise.

I guess that they are all about the commission though. Something

needs to be done. Below is a post that I posted a month or so ago.

Dave

 

 

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 account 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.

 

:cool:

[coolcat12]

I agree!! RCCI telephone customer service really needs to be more professional. I have called a few times this year and really did not receive anything but the "basics" from them. I love RC cruises but I just cancelled my October 05 cruise..I just don't feel the love...I may rebook with RC or go on another line. I really feel that the lame phone calls that I had this summer while booking my March Vision cruise and the cancelled cruise just kind of cooled my love for RCCI. The company must realize how important first contact with a customer is.

[TERRY223]

Sorry that all the trouble getting through to a supervisor- didn't do much good:( . Definately a letter to RCCI Corporate then, is in order:mad: . You know, if it was just some 50 buck hotel room, I don't ask that 'heads roll', but when I , like you and every other CC member, spends thousands of dollars on something--- I expect to be treated like I matter to them. Sounds like several of our fellow members have had problems with RCCI reps, and a letter to whomever is at the top of the "food chain" at RCCI may get the neccesary changes - made.

[Ocean Boy]

Requiring someone to keep dealing with one "cruise specialist" is a crazy policy. After I book with my TA I can call her or I can talk to the customer service department if it suites me. I don't have to wait for her to be in to get my issues taken care of.

 

Though I have not had any major issues with Crown & Anchor when I have called them in the past, it does seem like RCI's ship based and land based operations often have little to do with one another.

[nrdsb4]

I hope when you cancelled your cruises that you wrote a letter detailing the reasons why. They need to be aware that you were so dissatisfied with the service you received that you are taking your business elsewhere. Money talks, but not unless they are made aware of the fact that Princess and Carnival will now be the beneficiaries of your hard earned dollars. I don't blame you a bit - cruises, for all their good value, are still expensive in my book.

[bpear1600]

About a month ago I booked my next cruise through the C & A desk and got a suite for less than the balcony stateroom we had on the same ship the very same week last year which was booked with an on-line discounter. The rep was thoroughly professional and the process didn't take 10 minutes.

 

I have a lifetime of experience in customer service and will be the first to criticize poor service. In over 20 cruises, no cruise line has ever treated us poorly. NCL was slow resolving some issues but the end result was satisfactory. We've had no problems with RCI.

[Arizona Cruz Chic]

It sounds like they all need to attend the SAME training class! It just amazes me that I can ask 3 people with-in a workplace the same question and get 3 different answers. It all boils down to training and knowledge that they are lacking. I hope they get their act together and all your troubles are straightened out.

 

 

***

[BADBUOY]

Customer Service is the easiest and most cost effective service that anyone could ever offer. I just can't believe why companies and employee's just don't understand how important it is for the bottom line.

 

 

it's not like your asking for them to stand on their heads and spit quarters.... common courtesy and respect go along way to ironing problems out.

 

BD

[txfirstcruiser]

When researching this (our first) cruise, I checked RCCL's website and two other lines' sites. A RC rep contacted me and was nice but didn't give me as much info as the rep from Carnival who talked to me like she lived next door. I talked to friends and they said go RC for sure on your first. So we then spoke with a highly reccomended travel agent and booked. Now, this is where it gets ugly...the RC rep called that night and asked if we had made a decision. I told him yes, in fact we had and we had booked with a TA. He had a fit. I kid you not, he raised his voice, he asked why the hell I did that...on and on. I told him that I certainly hoped the rest of my RC experience wasn't like his behavior and hung up. I stewed and the next morning I called and spoke with a "supervisor". All I got was "I'll be sure to talk to him". No massive apology, that's it. We leave in 19 days and I hope I don't run into ANYONE with that type of behavior or attitude.

 

That's my story. I'll be sure to let everyone know what kind of service we get ON the ship.

[deedee666]

for one week-everyone should send in an e-mail complaining every 2 hours--after their mail boxes blow up-i think someone would notice there is a problem

[BADBUOY]

for one week-everyone should send in an e-mail complaining every 2 hours--after their mail boxes blow up-i think someone would notice there is a problem

I think people with legitimate complaints should expect a certain level of customer service and a timely response to their concerns, however your idea would bottleneck the system and disallow access to these people to voice their concerns with the cruiseline.

[NiniB]

I hope when you cancelled your cruises that you wrote a letter detailing the reasons why. They need to be aware that you were so dissatisfied with the service you received that you are taking your business elsewhere. Money talks, but not unless they are made aware of the fact that Princess and Carnival will now be the beneficiaries of your hard earned dollars. I don't blame you a bit - cruises, for all their good value, are still expensive in my book.

very GOOD advice.... and perhaps Mr. Jack Williams should receive the FIRST copy......... :)

[cruisingagentone]

I have a question for the posters here, why are you calling customer service? If you want to deal directly with the cruise line you would generally call reservations. They are trained to do bookings customer service is for problems, major problems. Just curious!!

[pinkrosesdeb]

I believe RCCL is doing quite a bit of outsourcing. I have had some major problem with communicating both in person and by email. When I asked about the concierge room on Mariner I received an email reply stating that there is nota concierge on the Voyager class ships that I was probably confused with Celebrity. They then went on to define what an "honor bar" is. Didn't even ASK that question. Just wonder where they get their info and how many actually live here in the states.

[nrdsb4]

I have a question for the posters here, why are you calling customer service? If you want to deal directly with the cruise line you would generally call reservations. They are trained to do bookings customer service is for problems, major problems. Just curious!!

 

If you read the original post, reservations is exactly who he called. The "customer service" he received from them was poor and further interactions with Royal Caribbean (their custom air department, among others) have gone no better. I believe "customer service" is being used as a general term to describe the various departments within Royal Caribbean who are supposed to be aiding and serving the customers.

[Firefighterhoop]

I agree!! RCCI telephone customer service really needs to be more professional. I have called a few times this year and really did not receive anything but the "basics" from them. I love RC cruises but I just cancelled my October 05 cruise..I just don't feel the love...I may rebook with RC or go on another line. I really feel that the lame phone calls that I had this summer while booking my March Vision cruise and the cancelled cruise just kind of cooled my love for RCCI. The company must realize how important first contact with a customer is.

Thats exacatlly how I felt!

[Firefighterhoop]

I have a question for the posters here, why are you calling customer service? If you want to deal directly with the cruise line you would generally call reservations. They are trained to do bookings customer service is for problems, major problems. Just curious!!You are correct, part of the problem was with the air department so I called them directly, and reservations directly. We are mostly talking about the customer service, the procedure, not the department.

 

Scott

[mojo4trav]

I believe it boils down to lack of communication in the call centers (re: getting different answers/people not having information) and lack of follow-through on the part of management.

 

Some of us think it is bad now, wait until RCCL off-shores the calls. Now THAT will make things interesting! :eek:

[jrm9999]

I too have had bad service. I am starting to wonder if the people in the reservation dept work on comission only. I have never had problems with new bookings, but anytime I call to inquire about anything after the booking was made they either 1) transfer me to someone else, often not telling me they are going to transfer me and the phone just starts ringing. I almost wonder if the put you back in as a new call so another agent gets you. 2) Once I do get someone to help, many times they have has an attitude like "I have better things I can do other than talk to you, like sell a new cruise and make some money".

 

There are some exceptions though. I have had good service from select people but unfortunately get more bad than good.

[jrm9999]

One other comment deals with the e-mail customer service. Every time I have e-mailed them it takes days to get a reply and a couple of times over a week. In this day in age with all the business they do on the internet I think it is very poor to not have a prompt response. 24 hours max should be normal response unless some natural disaster happens like a hurricane thats floods the e-mail boxes. They are obviously working online taking orders. Customer service should be of the same importance.

[Firefighterhoop]

I agree with you, it seems that they are slow responding both by e-mail and by phone...hmmmmmmmm I tried to call the president/CEO of the company but was told that the "VP's, Department heads, and President do NOT take calls from guests, thats what Customer Service is for."

 

Think about that for a minute...........