Crazy Phone Wait Times?

[indylaw99]

Has anyone tried to modify their reservations today? I'm trying to move a cabin for a cruise next Spring. The website errors out every time I have tried to modify and tells me to call. So after a few hours I finally gave in and tried calling. Almost TWO HOURS on hold right now.

We usually just book online and don't really make any changes. So maybe this is normal? If so, it's TERRIBLE customer service!

 

[Girl of the South]

Not typical. If your cruise is not until next Spring, there’s no reason to sit on hold for 2 hours tonight! I usually get through in 5 minutes . .

If there are IT issues anyway, then that’s why everyone is calling. I think you CAN change your cabin online, right?? Usually??

 

[princesscinderella]

It may be due to the 40% off sailings they just announced that have to be booked in the next few days.

 

[indylaw99]

Not typical. If your cruise is not until next Spring, there’s no reason to sit on hold for 2 hours tonight! I usually get through in 5 minutes . .

If there are IT issues anyway, then that’s why everyone is calling. I think you CAN change your cabin online, right?? Usually??

I always thought I was able to move cabins in the past. But the button didn't work in my account or my daughter's.

I would have waited until another day but we were trying to surprise her and upgrade her to concierge for a family trip next summer and there was only one cabin left on our floor.

Bad timing, I guess! Maybe between the sale announced and the IT issues, it was just a terrible night to try to change. Good news is that once I actually got in, it only took 5 minutes to make the change! Hopefully it will be better for others trying to snag the 40% off deal!

 

[Girl of the South]

Were you able to do it online? Wasn't sure when you said "actually got in" if it meant to your account online or to a Fairy Dust human? That would be an upgrade, different category, right? How fun - Concierge! Congrats! I love to have a trip to look forward to.

 

[indylaw99]

Were you able to do it online? Wasn't sure when you said "actually got in" if it meant to your account online or to a Fairy Dust human? That would be an upgrade, different category, right? How fun - Concierge! Congrats! I love to have a trip to look forward to.

Initially the phone said a one hour and 20 minute wait. Once I hit that point, it was already 10pm (when they were supposed to close), but I stayed on anyway. After waiting on hold for just about 2 hours (well past 10pm), I got a human on the phone.

Yes, it was a different category upgrade. But I think I might have even been able to do that on the webite if I had been able to get to the page. But every time I clicked the "modify reservation" it went straight to a maintenance page. So I couldn't even get to the point of trying to change the cabin.

I can't see if the website is fixed now because once you move to concierge, you can't modify online anyway. So the link isn't even there for me anyway. But hopefully they fixed it because I can't imagine how much extra weight that put on the phone lines for people who just want to modify their reservations!