Moe at FL Tours resolved the issue!! UPDATE 11/07

[Kimmielee]

I'm glad to hear that your problem was resolved to your satisfaction.

I wondering, though, if you ever got an explanation for the numerous phone calls that were not returned. I know in the post above from FL, they say they left a message but you were already on the cruise....I know from my own experience that cell phones sometimes have a limited number of messages they hold, and they purge older ones as newer ones arrive...and you did say family and friends left lots of messages in worry over the hurricane, so that does explain why you didn't hear that message.

BUT....what about the repeated phone calls you made to them after you arrived back????? Why were those not returned....even if it was after your ride, they still should have called you back. If I'm reading things right you didn't get any response to those until you posted a negative review here.

I'm in total agreement that mistakes happen, people making reservations may not be as knowledgeable as they should have been about capacity (though I would hope that FL has already started training on that issue so it doesn't happen again!).....but I am still leary of a company that doesn't return calls to customers....especially ones that already had a problem.....good PR says you'd want to follow up, but even without a problem all calls should be returned.....and it sounds like days later you were posting here and still hadn't gotten your call returned. Makes me wonder if you ever would have gotten satisfaction if you hadn't posted here. Kinda like those people on the news who have the consumer journalist helping them get a problem solved...some of them you know the only reason it was resolved was because the new reporter was there with his camera......or negatives posted on DIS???

I'm not trying to be difficult...though I know it may read that way.....I just am not sure I want to deal with a company that resolves things with the "squeaky wheel" method. I'd like to know why phone calls aren't returned. Or maybe my question should be why isn't the phone answered, lol....just thought of that....OP would have been getting on the cruise during business hours right? So how come no one was answering the phone in the first place? Could it really be that busy that early in the morning?

Maybe the FL person who posted above could respond to that? I note that they only have a couple of posts to their name, which also surprised me. I would think a sponsor would be on here answering questions a lot.

I believe that Moe truly tried to leave a voicemail, but perhaps due to the ship being out of range, cell phones act up, etc... It just didn't go through. The morning that I returned, I had left a message to ensure that we were upgraded. At the time I left the message - Moe was under the impression that he had taken care of it and as crazy as Port days are, assumed that I was taken care of.

When I got back and did the research, since I had left messages regarding the upgrade issue so far with no return messages, I assumed another one would go unreturned and chose to post.

It was a misunderstanding since Moe was never made aware of the additional $80 charged by the other company and I assumed the charge came from Moe.

Does that make sense? I take responsibility for Moe not knowing about the additional charge, now that I have been informed it wasn't his doing.

I don't believe that it was just a response to the "squeaky wheel" post. I believe he truly was in the dark and assumed all was good in Kimmielee's world.

I give him credit for stepping up to the plate, researching the issue and rectifying it.

As another Mod stated, sponsor's do have minimal posts due to not wanting to come across as "soliciting" business. I do feel, as he did in this situation, he should have posted in response to a misunderstanding that was easy to resolve. Hope that helps!

 

[theparsons]

I must have misunderstood then....I thought you had called several times after you returned and not gotten a response. You're absolutely right, no company can fix a problem they don't know about! And ship/shore calls are less than reliable esecially if you had additional calls after theirs from family/friends worried about you and the hurricane. So I stand corrected and am glad to hear that it wasn't a matter of them not returning calls. That makes a world of difference to me.