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-   -   Very Frustrated (http://www.cruisereviews.com/forum/royal-caribbean-cruise-line/6989-very-frustrated.html)

tanyababanya 08-09-2010 05:00 PM

Every time I log on the My Cruise page of our up coming cruises,all our cruise credits disappear, and there was a message that said the Crown and Anchor number does not match with the names. We couldn't access the Crown& Anchor page either.

I remember seeing the same message on My cruise back in 2009. Being the new cruiser I was, I did not think anything of it and did not call or do anything about it.I know it was my fault.

Now with the upcoming cruises, the same thing happened. We called C&A like 12 times. It turns out that when we registered with C&A,they have mine and my husband's name with the whole thing. Last, middle,and first name on the record.

Now the RCI web site only asks for your last and first name when you book cruises. So of course the system does not recognize the names, and says that we have no history of sailing with them before http://cruise-chat.com/groupee_commo...n_confused.gif

We've called so many times and when they fix it, it works for a couple days, then the same message appears again!

We even made copies and sent in all the old sea passes, C&A cards, along with the letter explaining the situation and asking them to fix it. We sent out two letters; one to C&A and the other to Miami. We heard nothing from C&A, but got the call from a very nice lady from Corporate offices in Miami. We talked and she transferred us to C&A with a promise that the problem was going to be fixed. The person on C&A number line said, "Okay, we'll straighten out everything and there shouldn't a problem anymore, but next time, if you need something call us directly."

You would think that after all the trouble we have gone through, the problem would be solved, but nope. We still have the same problem! I called again today and within 5 minutes we could see our C&A number and cruise credits. But I know it will only work for 2 or 3 days, same as always http://cruise-chat.com/groupee_commo...icon_frown.gif

I give up,no more calling.I'm so tired of explaining the same old things to the same people (I recognize the name) all over again!
Do they have a C&A office on the Liberty ? Do you guys think they will help me with this problem? I'm so,so sorry for whining,but I'm just so disappointed with the way C&A handled this.

Do you guys have any advice for me?
Thanks in advance!

Dave 08-09-2010 05:06 PM

Tanya,

You've done more than you need to do to fix this. You've also been a valued member of this forum and I want to help you. Send me your details, such as C&A numbers, your real names, address, etc., to editor@cruisereviews.com

I will use the power of the press and see if I can get something done with Royal Caribbean. I can't guarantee any results, but I'll try to get some attention, and hopefully a resolution.

tanyababanya 08-09-2010 05:41 PM

Dave, thank you very much for taking time to help me. But first I'm going to give them a couple days. Today, the person from C&A told me to wait and see after 72 hours, if it happens again. I think their internet system is not very good or something.

We are Asian, so our names are complicated. I did ask them to take out the middle names on the C&A record, to make it easier. They say that everything is already fixed, the very next time I call, again they say "Uh,which one is your middle name, which one is your first name , which one the last name?"

Can you give me some sort of the address? I will make copies of the sea passes, C&A cards and send them to you. It will be easier that way.

With the cruise coming up on the Liberty, we're so excited and maybe I get to meet Sonny and his wife too. I don't want to look at the annoying message every time I log on, but I can't help it http://cruise-chat.com/groupee_commo...icon_frown.gif

Thanks.
Tanya

Dave 08-09-2010 06:34 PM

Let's see what happens with your latest request.

If things are still hosed up, I'll send you a private message.

You are going to cruise with Sonny before me??? I am so jealous!

Sonny V 08-09-2010 06:56 PM

Hi Tanya! Looks like we may get a chance to meet seeing a how we're on the same cruise. If C&A fails to resolve this, there is a Loyalty Ambassador on board the Liberty that will make sure you a recognized as a Gold or Platinum member. You should be getting a coupon book delivered to your cabin, if not, he will make sure you get one. If you like, I could go along with you to see the Loyalty Ambassador. I'll let you know what my cabin number is a couple of weeks before the cruise. I may have a chance to get upgraded and I'll know if I'm changing cabin numbers by then. Your frustrating problem should be straighten out by then. I know that it takes them a long time to fix a glitch in their computer system. Let us know how things work out after a few days.

Sonny

tanyababanya 08-09-2010 07:05 PM

Thank you Dave and yes,I'm going to see Sonny after more than 4 years of knowing him from this forum. I'm thankful everyday for stumbling upon this forum back in 2006. You guys helped me with my very first cruise! People like you, Sonny,Penny,Sandy,Cruise Fanatic, Lisa,Gary,Dwayne,Nadine,Casanova and so many more people make a big difference to new cruisers. Once in a while I wander to the other forums, but always come back here for some reason. I can't explain, it just feel like home here,even it not very crowded now http://cruise-chat.com/groupee_commo...icon_frown.gif

Sonny V 08-09-2010 07:20 PM

Thank you for the kind words, Tanya.

Sonny

Dwayne 08-09-2010 08:31 PM

I thank you for the kind words too! http://cruise-chat.com/groupee_commo...icon_smile.gif

Dwayne

Sandy 08-10-2010 05:58 AM

Thanks, Tanya. We are happy you found us, too!

penny3333 08-10-2010 09:48 AM

Thank you Tanya, I feel your pain and am so sorry that they cannot get their on-line portion straightened out. I spent a week trying to straighten out a computer "glitch" with my insurance company, pharmacy and doctor. What a pain in the rear end!!!

I, too, am jealous that you get to sail with Sonny before I do. One of these days, RCI is going to come up with a price that I can afford and I'm going to book.


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