Topic: Royal Caribbean - Right Royal Rip Off???

QUOTE:

It sounds like you either work for Royal Caribbean or have never had anything go wrong with a booking!

I do not work for Royal Caribean,and yes over the years have had a few issues obviously with them.But they have always been solved in a amicable manner and generally in my favour.Of course I am loyal to the brand and proud of that and will continue to give them my business.But is never a smart idea to use words as strong as "A right Royal Rip Off" which catergorically they are not....Put the kettle on.

Yes, Carolyn of Cornwall may be a little over the top in her title. But it does go to show how upset one can get when sometimes a small gesture of goodwill and common sense will go a long way to placate a situation and keep a customer happy. My experience has been one of NO GIVE whatsoever.

Thanks coolcruiser - you've restored my faith a little in what I might expect when I do eventually sail (if you've been travelling with them as long as you have!). I did discuss the cancellation and rebook scenario you outline - it apparently can't be viewed as a "new" booking (and the current available £200 discount applied) unles I choose to lose the £600 they've already had! There really does appear to be no way around it but I will be pushing for some form of compensation. I do not profess to be an expert by any means in the world of cruising, but, as a senior manager with a global customer service provider, I find myself appalled at the attitude and lack of flexibility shown by this company. I know that my clients expect and receive a certain level of service as valued customers, and are recognised for the business (both current and potential) that they bring. Certainly, we would ensure that any concerns raised are addressed - nobody from RCCL has attempted to contact me to discuss this, and there has been no apology or offer of "compromise" despite me having emailed them direct as you have suggested (and not in a demanding manner - I'm saving my "ranting" for this forum!) I won't give up though!

Right Royal Rip Off was a question inviting comment - not a declaration!

QUOTE:

Thanks coolcruiser - you've restored my faith a little in what I might expect when I do eventually sail (if you've been travelling with them as long as you have!). I did discuss the cancellation and rebook scenario you outline - it apparently can't be viewed as a "new" booking (and the current available £200 discount applied) unles I choose to lose the £600 they've already had! There really does appear to be no way around it but I will be pushing for some form of compensation. I do not profess to be an expert by any means in the world of cruising, but, as a senior manager with a global customer service provider, I find myself appalled at the attitude and lack of flexibility shown by this company. I know that my clients expect and receive a certain level of service as valued customers, and are recognised for the business (both current and potential) that they bring. Certainly, we would ensure that any concerns raised are addressed - nobody from RCCL has attempted to contact me to discuss this, and there has been no apology or offer of "compromise" despite me having emailed them direct as you have suggested (and not in a demanding manner - I'm saving my "ranting" for this forum!) I won't give up though!

Carolyne,
You have a point of Prnciple here and only that.RCCL european operations are now managed by a seperate Company RCCL UK.Initially any complaimts must be addressed to them,in the event of non compliance from them.Then further communication mst be made to Miami and assure you you will receive an instant automated response followed in a few days by their written comments.
It may well be that the wrong person has picked up your comments and quoting their terms and conditions chapter and verse.But online it clearly states that any issues with a booking must be taken up with the Booking Agent which you must continue to do.You are in your rights to ask for written answers in preference to the verbal.Our Consumer rights in the UK are second to none but as you must be aware all avenues must be taken to ensure complete satisfaction.

RCCL are a company that take Customer satisfaction seriously as they also do with our safety.Over the next few weeks it will be interesting to see whether a suitable compromise has been reached in your case.You must not even consider losing the £600 paid it is a lot of money.

QUOTE:

:mad::mad::mad:As a new cruiser (just one extremely enjoyable MSC Greek Islands Cruise Sept 09 under my belt) I thought I'd try a different cruise line this time. I booked a Mediterranean cruise from Barcelona with Royal Caribbean departing 30th May 2010 and as I booked early was given a £200 early booking discount. Unfortunately, some unforseen family commitments now make it impossible to travel on that date so I am attempting to reschedule to a date in September 10. I accept that an admin fee for the amendment should be payable but what I am absolutely furious about is that Royal Caribbean are refusing to honour the early booking fee they had previously given (despite the fact that I am now, relatively speaking, an even earlier booker, by 4 months) They are refusing to budge, and seem totally uninterested in my opinions or arguments (or those of Cruise.co.uk on my behalf), quoting only that it "is our policy". Nobody seems able to get beyond this statement and answer my question asking "what is the rationale behind this policy?" It appears that they are happy to "bribe" potential new clients with discount offers, but have no interest in you at all once they've "got you". I am still debating what to do - I do not want to lose my £600 deposit, but now have serious concerns about travelling with this cruise line if even at first point of contact they have no regard for their future passengers and no idea of what customer service means!

Anyone else come across this? Any way around it? I'd be grateful to hear from any of you seasoned cruisers or anyone from Royal Caribbean itself if they can be bothered ( which I doubt!)

The reservations agent you speak with do not have the authority to change their policy or prices for you- and if you bought your cruise via a TA then that agent is required to act for you in discussions regarding your reservation.. RCCL agents are not permitted to discuss your reservation directly with you. That is probably the reason no one has contacted you.... You bought a cruise with an early booking discount. The cruise you now wish to take does not have an early booking discount- it might be safe to assume that the later cruise is selling better and no discounts are available...
I don't see that anyone 'bribed' you - you purchased something that had a sale/special/discount price. Now you want the same discount applied to another cruise where none is offered.
No, I do not work for RCCL.

QUOTE:

The reservations agent you speak with do not have the authority to change their policy or prices for you- and if you bought your cruise via a TA then that agent is required to act for you in discussions regarding your reservation.. RCCL agents are not permitted to discuss your reservation directly with you. That is probably the reason no one has contacted you.... You bought a cruise with an early booking discount. The cruise you now wish to take does not have an early booking discount- it might be safe to assume that the later cruise is selling better and no discounts are available...
I don't see that anyone 'bribed' you - you purchased something that had a sale/special/discount price. Now you want the same discount applied to another cruise where none is offered.
No, I do not work for RCCL.

Inclined to agree with Cruise Fairy on this one. Different dates can have different things on offer and one cant expect that to apply automaticly to a different cruise date. Is the cruise the same price on the new date? Even so sells could be a lot higher and therefore an onboard credit not offered.
The one thing that might be worth doing is (if you do make the change) nearer the time is to ask your Travel Agent if there has been any price reduction as under RCI price promise you could pay less if that was the case.

QUOTE:

Inclined to agree with Cruise Fairy on this one. Different dates can have different things on offer and one cant expect that to apply automaticly to a different cruise date. Is the cruise the same price on the new date? Even so sells could be a lot higher and therefore an onboard credit not offered.
The one thing that might be worth doing is (if you do make the change) nearer the time is to ask your Travel Agent if there has been any price reduction as under RCI price promise you could pay less if that was the case.

Carolyn have just read that May was half term where Sept isn't - still would like to know if there is any difference with price, cabin etc.

I had a problem with a cruise booked with RCCL in 2008.

We had booked a junior suite for our family well in advance, and my parents were due to book a cabin on board the same cruise via Dialysis At Sea, an American company, later on that year. When the date came to book, Dialysis At Sea announced that not only were they NOT going to be on that cruise ship, but that they were NOT going on any RCCL ships at all!

When I contacted RCCL they were rather embarrassed, as Dialysis At Sea had not bothered to notify them of their change of plans. However, I was able to recover 100% of my deposit from them, even though my booking was made through my normal cruise agent. I was pleased with this - it did take a little time, but everyone was working for a satisfactory outcome.

I have booked with RCCL this year - only my second cruise with them. My first was in 1996, so I am expecting to see some changes...

QUOTE:

Carolyn have just read that May was half term where Sept isn't - still would like to know if there is any difference with price, cabin etc.

It may be half term in the UK, other countries have thier school breaks at different times