Dear Royal Caribbean,
The travel industry has been hit hard. I don’t have to tell you that, as cruise companies such as yourself have experienced catastrophic losses.
So I would think you would be upping your customer service game.
I’d be wrong. Clearly.
You still suck.
After the first time we traveled with you, I vowed it would be the last.
But sometimes you have to go along with the group, and my group decided to give you another go.
We were supposed to go in June, but PANDEMIC. So we got a credit toward a future cruise.
On Tuesday, the group bat signal went up that it was TIME TO BOOK said cruise.
It is fairly easy to book a cruise (i.e., spend money) on your site.
You know what is not easy to do? ANYTHING ELSE.
- Link reservations with the others in the group? No. I have to call.
- See my credit? Nope. Call.
- Use my credit? Hell no. Call.
Sigh.
So I called, and got the very snippy Miguel. Here’s how part of the conversation went down:
Me: I’d like to use the credit from my cancelled cruise.
Miguel: I see that you spoke to a representative March 9 and were promised a credit.
Me: Yes.
Miguel: You want to use that credit toward the cruise you just booked.
Me: Yes.
Miguel: That credit has not been processed yet.
Me: Not processed? It’s been two months.
Miguel: Yes. I see that you called March 9. May I put you on a brief hold?
(Brief hold commences. Miguel returns.)
Miguel: You will receive an email next week with a confirmation code for the credit. You will then need to call back to ask to have the credit applied.
Me: So let me get this straight: I had to call to cancel to get a credit. Then call to get the credit processed. Then I have to CALL once I receive an EMAIL that my credit is ready so that I can have my credit applied.
Miguel: Yes.
Me: You know that’s insane, right?
Miguel (at his snippy summit): This is our process.
The next step is to link reservations so that we can all sit together at dinner. Miguel is aghast that I would want something else from him. He informs me that both Sophia and Petra have to put in their reservation notes that they want to link with me, and I have to do the same.
MY GOD.
I text both Sophia and Petra about this situation. We are the ones in our families who HANDLE THINGS. So we are handling things like the Tracy Flicks we are. All three of us are on the phone independently with you, Royal Caribbean. It is NO WONDER the wait time to speak to a representative is so long.
Sophia goes FULL KAREN and asks to speak to a manager. I’m so glad she did.
Sophia’s method was so effective that I actually got a confirmation from her, Sophia, via text. Not from you, RC.
Ignore my dark humor. It’s how I cope.
Unbelievable.
So. We will see you in December, COVID willing. But I know I’ll be on the phone with you sooner.
And you know how much I love talking on the phone (sarcasm alert).
Hoping you see my point,
Beth
Observe and report 