I just wanted
to write about the wonderful customer service we received this weekend
from Royal Caribbean. We had a rough weekend and Royal was a pleasure to
work with, and very accommodating.
DH and I were supposed to sail the Allure of the Seas, leaving today
(9/23). This trip was to celebrate our 6th wedding anniversary, and our
baby-moon. We just found out on Thursday that we have a little boy on
the way, and we couldn't be more excited. As of today I am 20 weeks
along, and you can sail pregnant up to 24 weeks.
We landed in Florida on Friday, and arrived at our hotel in South Beach
(Z Ocean on Collins Ave- fabulous place by the way). We had lunch, and
were finally settling into our suite when we received a phone call from
my husband's sister. Our grandmother (my husband's maternal grandmother)
passed away that evening. We were devastated. Our family is very close,
and she was truly the most warm, loving, and sweet woman I've had the
privilege of knowing. She had an incredible faith and strength, and she
made you feel so special every time you were with her. In any event, we
knew we couldn't board that ship knowing our family needed us, and the
services were going to occur later in the week.
It was late that night when we found out, so I waited until the
following morning to start making arrangements to return home.
Fortunately we had travel insurance, so I wasn't that concerned about
cancelling the trip (from a financial perspective). We wanted to get
home, but we also wondered if it would be possible to push the trip back
by two weeks.
So I called my travel agency. I have used this agency for most of our
Royal sailings, mostly for the OBC. It was a larger agency, and we have
been fine with the service since I watch my own travel plans like a hawk
and had no trouble calling them to make changes when I needed to. The
plan was to start making our own bookings after this cruise, since we
would be Platinum with Royal and could use the balcony discount, booking
next cruises onboard for OBC. I normally book our own flights, hotel,
etc. I'm so type-A that I would much rather handle all the moving parts
of our vacations myself.
Being a Saturday, the agency wasn't open. I left a message and said we
had an emergency and needed to speak with someone immediately. (Still
haven't heard from them by the way). I'm not surprised since they did
mention on the VM that they were closed on weekends. So, I did the next
best thing I could think of.
I decided to call Royal Caribbean myself in the hopes that they would
try to help me even though the agency was in control of our booking. I
calmly explained our situation to the customer service rep. I let him
know that since the sailing was tomorrow, and we had a death in the
family, AND my travel agency was closed, I simply didn't know what to
do. We really wanted to be able to keep our vacation if at all possible,
pushing it back by two weeks. He gave me his condolences and let me
know he was passing me along to a Resolutions Specialist at Royal's
headquarters. Mind you, this is much more progress than I expected, and
he acknowledged that while they would normally refer me back to my TA,
this was an extraordinary circumstance, and they would do their best to
help me.
So the Resolutions Specialist Geree got on the line, and asked me what
happened. We talked a little bit about our grandmother, she asked how we
were doing and sounded very concerned about our situation. I further
explained that I totally understood that they didn't have to do anything
for us, I was just wondering what our options were. I also explained
that we love to cruise, and were taking this last big cruise since we
had a baby on the way and wouldn't be able to cruise for a little while.
I basically had 4 weeks left to cruise for quite some time, and really
wanted to keep our booking.
So, she asked me when we wanted to sail, and said that it was possible
for them to make an exception and move the sail date for us. We had
until about 2 PM EST to make the change (it was about 9:45 by then).
We did some calls back and forth for a few hours to be able to make the changes since there were a lot of moving parts in changing the reservation. In the meantime, I changed
our flights to the following morning (Sunday). Jetblue was a pleasure to
work with as well. Fortunately our travel insurance will reimburse us
for the flight change fees.
Geree called me around 1 PM, and was able to move our booking back by two weeks. I couldn't
even begin to explain how grateful we were to her. She said she
completely understood what it was like to have such a short window to be
able to cruise again, as well as know how therapeutic a cruise could be
after such a loss. Within minutes yesterday, I logged on and saw our
new booking number. We got a balcony guarantee since it was closest in
price to our previous booking. We didn't have to pay anything extra, and
we didn't get any money back, which was fine. We were just happy to be
able to push the cruise back. Just before we boarded the plane this
morning, I logged into 'My Cruises' and saw our actual cabin assignment.
Though we have some rough days ahead, my husband and I are very grateful
to Royal for being so sympathetic, understanding, and accommodating
during a very difficult time. Every person we spoke with was so kind.
We're looking forward to our cruise in October. In us, they have
customers for life. Thanks, Royal!
~Chrystal
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