Customer Service...

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neecee66

Guest
I have a question for those who have used a carnival pvp. The group that I am traveling with in July have had a couple problems with our carnival pvp. First my nephew a few months back had called the pvp and it took several phone calls before this person would call him back. Needless to say, my nephew was not very pleased. :X He is also in the customer service field and knows what needs to be done to keep people happy. Last week I had tried several times to get a hold of the pvp to ask a question and left about 5 messages for this person to call me back...which was never done. X( I tried calling again today and the pvp's voice mail was totally full...could not leave another message. I got a hold of the pvp's supervisor who told me that she didn't know what was going on with this particular pvp but answered my question and took care of what I needed. I was told that she would try to find out what was going on and have this pvp call me back or another pvp would call and let me know that they would be taking over our vacation plans. When my nephew called today the supervisor gave him the run around at first and then claimed that she told me that our pvp was on vacation, which she never mentioned. Not sure if this is typical of the carnival pvp's or if it's uncharacteristic. The last time we went on a cruise we used a travel agent and NEVER had a problem. This trip has been booked since last September, so it's nothing new for them. We have a group of about 10 that will be on the cruise together...some are getting a little upset by no one being there to answer the questions we have. I would love to get an upgrade...not sure if this constitutes one or not. With so many problems we've been having, don't know what to do.

Sorry for the length of this post...thanks for any insight anyone can give.
 
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Gayle V

Guest
Hello Neecee66,

It is my understanding that if you book a cruise through the cruise line, you can still have the booking transfered to an outside TA. If I were you I'd call up the TA that worked well for you last time and tell them your situation and that you want to transfer the booking. She should be able to tell you what needs to be done to accomplish that.

Good luck and be sure to come back and tell us how it works out.
 
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Mbandy

Guest
As a T/A, all I can say is there's no GOOD excuse for BAD customer service. Not returning customer calls is one of the worst things a T/A can do. Sorry you had a bad experience.
 
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