I just needed to vent.

junebug88 · #1 04-29-2008, 06:19 PM

This is my first post, however I have been reading things for awhile. Therefore I will give you a little history before I share my story. I work for a cruiseline and have for 9 years. This entire time I have worked some sort of custormer service, currently I handle escalated calls (mostly from morons). Today I got so annoyed I thought I would share.
I received the call that was blind transfered from our so called Customer Relations department (post-cruise issues). First of all, my department is not to work on post-cruise issues but that is besides the point. I listened and the man's complaint almost made me laugh. Apparently, they decided to drive from NC to the pier in Miami (I'm from Miami and I highly reccommend that you do not drive it unless you can drive it unless you have private How-to lessons.) When they were about 2 hours from the pier they were involved in a 5 car pile up (no one was seriously injured in their party but there was a casuality). They missed their cruise and will not get a refund due to our cancellation policy. If they had purchased the travel insurance which is always offered then they would be able to get it all back except the insurance premium. (I will never understand how people can purchase a vaction that costs thousands and not get the protection which averages $99-129 per person). He insists that the cruiseline should give him his money back since he didn't take the cruise due to no fault of theres (this is true but since we were not infomed until 2 days into the cruise we did not resell the cabin and recoop the onboard revenue). All I wanted to scream was, "How is this the cruiselines fault?" but I didn't. Why do people expect everyone else to be responsible for things that happen to them. Yes, the accident may not have been his fault but not purchasing the insurance was. UGH!!!!

I feel better now that I vented.

chinashirtgirl · #2 04-29-2008, 06:48 PM

That's why I always get cancellation insurance when I travel. Better safe than sorry. It's not expensive either so it's worth it. I even had to use it once so it was a good thing I got it.

Apathy · #3 04-29-2008, 06:54 PM

So how mad was the guy on the phone? Yelling at the top of his lungs, or just impervious to logic?

junebug88 · #4 04-29-2008, 07:04 PM

He was a little of both. Actually, more sarcastic than anything and completely unaware that the cruiseline is not responsible. He booked through an online agency and apparently did not read the terms and conditions. (That is a major pet peeve of mine.)

friendofjimmyk · #5 04-29-2008, 07:08 PM

I've been on one or two vacations where travel insurance was offered. I didn't take it. However, the most recent vacation I did take, I decided to opt for the insurance. I mean, the package was $1100 for two people, so we split it for around $600/each. If you're already spending that kind of money, what's a little more to insure that you're not completely out of luck if something happens.

BlaqueKatt · #6 04-29-2008, 08:11 PM

we get people damaging/losing cell phones constantly that refused to pony up the $5/month for insurance "because it's a ripoff-then they whine that it costs over $300 to replace the phone that they got for $50 when signing a contract. I had one customer that expected a free $700 phone because he lost his 2 days after getting it. Not even going to go into the rejects that think 1 year manufacturer's warranty against defects=insurance.

workerbee222 · #7 04-30-2008, 12:43 AM

Today a customer called and spoke to a CSR. She wanted to be reimbursed for a dress she'd purchased and had tailored because she wouldn't be back in the country to attend the wedding. I told the CSR it was management's problem. Management told the customer that prom season is a good time to sell a dress you don't want on Ebay to recoup some of your money.

Also, there are prom girls asking if we can alter dresses for May 9th and 17th proms. What? We're too busy? What are they supposed to do?

Peppergirl · #8 04-30-2008, 01:23 AM

I've been a travel agent for 20 years and my parents recently took a 1600.00 cruise and didn't purchase the insurance.

Geek King · #9 04-30-2008, 04:26 PM

It depends on the insurance. Some isn't worth the ink it took to print out. Read carefully, or you could still end up hosed. Also, insurance sold by the cruise lines themselves won't help you if they go under before your cruise. Lots of people got burned by that one a few years back.

smileyeagle1021 · #10 04-30-2008, 04:42 PM

Quote:

Quoth junebug88

He was a little of both. Actually, more sarcastic than anything and completely unaware that the cruiseline is not responsible. He booked through an online agency and apparently did not read the terms and conditions. (That is a major pet peeve of mine.)

urge to kill the sc rising... nothing bothers me more than the people who book online and don't read the terms and conditions... either the part about advance purchase no cancel or the people who book on a discount wholesaler (ie, priceline, hotwire) that do not guarantee room type get upset when they don't get the exact room type they wanted... well if it was that important you should have paid the extra for a guaranteed room type.