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Fenclare January 25th, 2013 01:40 PM

How can I get RCCL to listen :(
I have an ongoing problem with Royal Caribbean that is driving me mad!...
We sailed on Brilliance OTS - had a wonderful time and now would like to book again with RCCL. Easy? Not so I'm afraid...
We are English, living in Spain, we booked our cruise through a British company online (Viva Voyages) because of problems experienced at the time we won't rebook through them.
OK, now the tricky bit... as previous passengers with RCCL we have Gold membership BUT all communications come from the Spanish (ES) site. Our Spanish is not good enough to be comfortable with this and I have sent several emails asking (and latterly begging) to be transferred to the English site. All to no avail.
Now things have come to a head as I want to book a cruise for September. I won't use Viva again and don't know how I can book direct and get my membership bonus as a past cruiser. Any ideas? I may just change cruise lines at this rate. Anybody got a phone number for the CEO :) ?

aerospace January 25th, 2013 02:29 PM

Book over the phone? Call the Spanish number and ask for an english speaker...worst case senario call the American number and pay long distance charges for the call.

You can also book on plenty of other websites. Priceline, orbitz, thecruiselines, vacationstogo, there are probably over a hundred. January 25th, 2013 07:33 PM

When you say your communications from the Spanish site, are you referring to the fact that every time you go online to the RCCL website, it comes up with the Spanish site? If so, that's an easy fix. Simply wipe out the cookies and history from your browser, and begin again. Then when you go to the Welcome to Royal Caribbean International website, it should ask you what country your from in the beginning and you should be okay. Doesn't work all the time, but usually that'll do the trick.

The next thing you can do is to contact your [new] cruise specialist, let them know what you're interested in, and let them do the work for you.

But it's funny how the prices can vary. We have several clients in England and sometimes they find our prices better and other times they find their prices are better. Just depends on the specials being offered and the exchange rate between the pound and the dollar. Same holds true with the euro. So you may find it worthwhile to get a quote from both a Spanish agent, English agent, and a U.S. agent to see what works best for you.


green_rd January 26th, 2013 01:13 AM

Some websites determine your location based on your IP address. Maybe one of your mates in the UK to book for you. Is there a .uk website you can try? January 26th, 2013 02:01 AM

Good point, Bob. I forgot to mention that part of the equation. Had that same problem when we were in Europe.


Fenclare January 31st, 2013 06:22 PM

Thanks guys, you are right in as much as the problem is my IP address:( Also all Gold membership offers/deals come into my email from the Spanish site and any mail shots are in Spanish too.
RCCL have lost out this year - I got so tired of going round in circles I have now booked our September sailing on the newest MSC ship Preziosa out of Barcelona.
Let's hope a change is as good as a rest! Fingers crossed :)

Donna January 31st, 2013 07:52 PM

Hi Fen,
So sorry you had all the problems with the Royal Caribbean site. I do, however hope you enjoy the cruise you just did book, have fun.

Paul Motter February 2nd, 2013 01:18 PM

You should be able to get credit for any cruise by going on the web site and requesting that it get logged.

Unfortunately, the cruise lines do have rules that forbid people of one region buying a cruise in a different region.

But rules are not "laws" so if you happened to buy a cruise through an English or American site (or travel agent) I don't see how they could keep you off the ship (but just to play devil's advocate, anything is possible).

I know that 10 years ago it was very common for Europeans to call up a US travel agent and book a cruise by credit card, but I don't know what the rules are now.

Pete is our resident travel agent here - I would listen to him first in this regard. February 2nd, 2013 03:27 PM

Yes, there are policies with some cruise lines that stipulate a U.S. agent cannot sell a cruise to someone outside of the USA, Canada, or Mexico. However, as with any policy there are always exceptions.

With some cruise lines, if an agent goes against the policy, there will be no problems with the reservation, but the agent will not receive their commission.

With other cruise lines, the policy is more of a recommendation that something engraved in concrete. And with others, it will depend on the individual circumstances. For example, I have a long-time client who lives in South Africa and books 2 cruises a year with me on Celebrity. Celebrity's policy normally doesn't permit this, but because he's not a new client, they have no problem with him booking through me.

On the other hand, Princess outright forbids it. I cannot book an international client on Princess, period.

So this is not a simple yes you can or no you can't. It depends on the cruise line and often the specific situation as to whether it can be done or not.


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