B
buck_i_chic
Guest
Okay, so some of you have gotten bits and pieces of my story and I am only writing this because for the past few weeks I have been dealing with Carnival and have not been impressed with the customer service I had been receiving. I believe it all starts when you book your cruise and the cruise itself is what you make it.
Last July 5 of us went on the Sensation~caught in hurricane, we didnt stop anywhere. We were told we had 50% off next cruise. We did not know it was only for a 3-5 day cruise at that time when we were told. Okay, 50 % is still a good deal, we will go somewhere we thought. Then in November two of the passengers that had 50 % off vouchers go to leave on the Celebration, plane trouble~can't make it to FLA. Carnival issues two "comp cruises". So now we have 5 50% off cruises and two comp cruises. I called to let Carnival know the deal and that we really were wanting to go on 7 day Eastern Caribbean. Susie in department A (I will call it) says let me see what I can do. No call back from her so I call back two days later and Susie is not available so Bob hears the situation and says let me see what I can get approved. Bob comes back and says well we will give you 50 % off 5 days and you pay full price for 2 days. I thought, great we are willing to pay more no problem. As we started to book I mentioned that we had to book the comp cruisers as well. Bob says I don't handle comp cruises so you have to talk to department B( I will call it). I called department B that handles comp cruises. Missy says this is what we can do for you~book one room and we will allow the comp cruisers to go as 3rd and 4th guests in a Quad cabin and be guaranteed. Okay lets do that we say, thats awful generous we thought~book it. Well you have to go back to department A and have them start the reservation and then I can adjust the comp cruisers price after the reservation is made Missy tells me. Okay, I am getting a little peeved being thrown here and there and departments A and B are only open til 5 and when I get off they are off and on and on. At this point I just want to book the cruise. Go back to deaprtment A explain to them what department B said and Alice says I will need to confirm with department B to make sure thats all approved, blah, blah, blah! WE WILL GET BACK WITH YOU TOMORROW. Tomorrow comes, no call! Well, I said okay we really need to get our deposit down and its only a few months away I am calling and gonna get something resolved today. Remember I have spoken with 6 different people now and have been transferred all over the place. I called in to department B because they approved everything for me, really. I asked for a supervisor and was told well before I can pass you on I need to know the issue. I explained everything again plus some, took me 20 minutes I know. The plus some was me explaining that we thought a quad cabin would not be the best choice for us and we would pay any extra we needed to get two rooms. Bobsy says let me help you with this and I will be back. I am not kidding I was on hold for 50 minutes. Bobsy comes back on and says this is what we are going to do for you~book 2 of the 50 % off vouchers rooms and put one of the comp cruisers(to guarantee them a room since they are on stand by) in each room on a 7 day and give you 50 % off the seven day but you would not get the 3rd and 4th person discount. I about fainted. Here I have been waiting day in and out trying to get a cruise booked for a month and it took a few hours in one day to get the answer we wanted because Bobsy took the time to call all parties involved and verify everything. Now, why couldnt Susie do that? I got emails from Bobsy with our cabin number, dining preference etc. Kudos to Bobsy who made me and my cruisemates day
The moral of this true story is "It's all in who you talk to". If thats a moral
These are all made up names by the way, I am sending a Thank you to Bobsy and her supervisor for their great efforts to ensure we were happy and will copy and paste this to my rough draft to help me write my thank you.
Sorry for such a long post.
Last July 5 of us went on the Sensation~caught in hurricane, we didnt stop anywhere. We were told we had 50% off next cruise. We did not know it was only for a 3-5 day cruise at that time when we were told. Okay, 50 % is still a good deal, we will go somewhere we thought. Then in November two of the passengers that had 50 % off vouchers go to leave on the Celebration, plane trouble~can't make it to FLA. Carnival issues two "comp cruises". So now we have 5 50% off cruises and two comp cruises. I called to let Carnival know the deal and that we really were wanting to go on 7 day Eastern Caribbean. Susie in department A (I will call it) says let me see what I can do. No call back from her so I call back two days later and Susie is not available so Bob hears the situation and says let me see what I can get approved. Bob comes back and says well we will give you 50 % off 5 days and you pay full price for 2 days. I thought, great we are willing to pay more no problem. As we started to book I mentioned that we had to book the comp cruisers as well. Bob says I don't handle comp cruises so you have to talk to department B( I will call it). I called department B that handles comp cruises. Missy says this is what we can do for you~book one room and we will allow the comp cruisers to go as 3rd and 4th guests in a Quad cabin and be guaranteed. Okay lets do that we say, thats awful generous we thought~book it. Well you have to go back to department A and have them start the reservation and then I can adjust the comp cruisers price after the reservation is made Missy tells me. Okay, I am getting a little peeved being thrown here and there and departments A and B are only open til 5 and when I get off they are off and on and on. At this point I just want to book the cruise. Go back to deaprtment A explain to them what department B said and Alice says I will need to confirm with department B to make sure thats all approved, blah, blah, blah! WE WILL GET BACK WITH YOU TOMORROW. Tomorrow comes, no call! Well, I said okay we really need to get our deposit down and its only a few months away I am calling and gonna get something resolved today. Remember I have spoken with 6 different people now and have been transferred all over the place. I called in to department B because they approved everything for me, really. I asked for a supervisor and was told well before I can pass you on I need to know the issue. I explained everything again plus some, took me 20 minutes I know. The plus some was me explaining that we thought a quad cabin would not be the best choice for us and we would pay any extra we needed to get two rooms. Bobsy says let me help you with this and I will be back. I am not kidding I was on hold for 50 minutes. Bobsy comes back on and says this is what we are going to do for you~book 2 of the 50 % off vouchers rooms and put one of the comp cruisers(to guarantee them a room since they are on stand by) in each room on a 7 day and give you 50 % off the seven day but you would not get the 3rd and 4th person discount. I about fainted. Here I have been waiting day in and out trying to get a cruise booked for a month and it took a few hours in one day to get the answer we wanted because Bobsy took the time to call all parties involved and verify everything. Now, why couldnt Susie do that? I got emails from Bobsy with our cabin number, dining preference etc. Kudos to Bobsy who made me and my cruisemates day
The moral of this true story is "It's all in who you talk to". If thats a moral
These are all made up names by the way, I am sending a Thank you to Bobsy and her supervisor for their great efforts to ensure we were happy and will copy and paste this to my rough draft to help me write my thank you.
Sorry for such a long post.
