glomarrone
Contributor Level: Admiral

Time Spent on Hold with Cruise Line Customer Service Dept.

Have any of you recently contacted customer service of a cruise line?  Recently our TA was on hold for 45 minutes with Princess.  We were on hold for one half hour with HAL trying to information about a pre-cruise package.  Have any of you had a similar experience trying to get an answer to a question?  Up until recently we never experiences much of a delay.

Tags: Cruise line customer service hold time

11 Answers

DVCruise
Contributor Level: Captain

Yes! In chat on Princess, on phone with Princess ... but after sending a seething email, response was immediate and rewarding!  Too much outsourcing of phone banks, too many inexperienced operators, handling of too many calls simultaneously.

 

It definitely has become a bigger problem than it was in the past.

BDRebel
Contributor Level: Captain

I've never had a problem getting an immediate answer to a phone call. They have put me on hold for a short time while they look something up, but that is to be expected.

On the computer chat service, I have been told that nobody is there, try again later.Angry

BAK1061
Contributor Level: Captain

Never had a problem with Norwegian.  

Johngold
Moderator
Contributor Level: Captain

In todays Global economy, many companies have outsourced their customer service department. A business associate of mine was in New Delhi recently and witness a huge tower with 14 floors of cubicles all answering calls from Canada and the U.S.A. That is one of the problems with the travel and so many industries. People want to talk to people. That is why sites like this are so much fun... I can kibitz with Bak or Tease Glomarrone and we communicate.

I have not yet had the issue with this as I always make it a point to ask for and get the direct line to the service person or their supervisor.

Now, I have booked the Cruisline.com cruise.....I wonder if it will be difficult to reach the TA'S...Big Smile

ctav
Contributor Level: Captain

 

I haven't had the pleasure of experiencing that.

 

ctav

 

This summer with MSC.  My TA also had the same issue with them. 

meghad23
Contributor Level: Captain

Never had an issue with RCI... and personally I don't like calling or talking on the phone... I work for an online school so i'm in a phone queue myself... I would rather just have an online chat feature (that way I can also handle it during work....shhhhh.... don't tell my boss). 

OldGreyWolf
Contributor Level: Cruise Director

A lot of it will depend on the time of day that you call. Cruise lines try to staff optimally to handle the call volume while at the same time not having idle employees so the ideal mix for them is having you wait a minute or three. 

However one difficult customer or a major problem can play havoc with the best of plans as can a policy change or a sale as well. And once again the time you choose to call can have an impact on waiting.

ToddTheCruiser
Contributor Level: Staff Captain

I book with. Carnival on line.  Never needed a travel agent.  Cant see why anyone would.  I book the whole trip easy peasy.  Then a rep always calls to see if I need assistance.  Never had a problem.

BonMike
Contributor Level: Captain

We have a PVP with Carnival and have never had a problem with being on hold. A couple of times I've called the toll free Carnival number when I know my PVP is away, and have had my call answered right away from an American agent.

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