Well, I’m a long time reader of these boards but admittedly never a poster (on this or any board) until now. Frankly I wouldn’t have thought of posting here until I read this previous article on the cruise critic site http://www.cruisecritic.com/news/news.cfm?ID=1692 which describes my situation perfectly.

I received a phone call from my TA (this afternoon—yes the Friday afternoon before a three day holiday weekend), telling me I’ve been bumped from the cruise (even though I have paid in full), because it’s been oversold. I find this particularly troubling because my cruise was only 10 days away, I have an assigned cabin number and have been able to schedule shore excursions and on-board restaurant reservations without trouble or hint that there might be a problem. While I have been offered compensation, like the writer of the article, I work full time (full time medical oncologist with busy practice) and scheduling time off is no small task. To be clear, I was not asked to volunteer to give up my cabin, I was just told outright I was bumped.

So, I am writing, first to get a warning out there, second to see if there is anyone with the same problem as me, but also to see if Mr. Witzel or Mr. Watson can step up like Mr. Del Rio of Oceania did when faced with a similar problem. What did Mr. Del Rio do? Well, when learning of an “oversell” problem, he responded:

"For now let me say this, whatever the facts are, we blew it big time! The company obviously handled this situation wrong, without sensitivity and not very smartly. My sincere apologies, not just to Seesick and Toranut97, but to all our guests who may now be worried about their upcoming cruises."

"This is the first time that I can recall, having had an oversold problem lead to us having to ask guests to consider alternatives. If indeed our employees tried to involuntarily 'move' guests, let me tell you that it was wrong to do so, that this is not our policy, will never be our policy and I will make certain that a repeat never happens again. If we did have an oversold situation, which by the way, I agree should not happen seven days prior to sail date, we should have asked for volunteers and offered compensation sufficient to motivate some to take the offer. In this manner, it is the guest's decision to take the alternative, not the cruise line's."

I believe my TA is doing everything she can. Now it’s up to Regent.
Thanks for listening.

Please let us know how this problem is solved...we all are listening -

Tryan, what an awful situation. I hope your TA can fix this for you!

Tryan,

I saw your post on CC. I can't believe it. This is very disturbing. I hope that your TA and Regent can come up with a solution. Good luck.

This is absolutely outrageous. How could Regent collect full payment for your cabin 90 days before the cruise and bump you ten days before the ship departed? Unthinkable. Never mind compensation. This isn't an aircraft with routine cancellations. This is a SHIP and you have paid in full FOR A CABIN YOU NEVER HAD ninety days ahead of time? Something is very very wrong about this. I will be following this situation with interest.

I am horrified and sure that Regent is squirming in their shoes (not that that does you any good). I hope it works our well for you but it doesn't look like it is going to happen.

I'm so sorry that this has happened to you. I do hope that it is just a terrible mistake that can be fixed on Tuesday. It just doesn't sound like the Regent that we all know and love. Please keep us informed.

Tryan70 - Very sorry for you and for Regent - it is bad PR for Regent (and have had many great trips with them) BUT I certainly hope they'll correct YOUR problem immediately to your satisfaction - I like to think positively just my nature !!!!! I will hope for happy solution -

I, too, am hoping that there is resolution for you. This is very disheartening and one can only imagine the disbelief, anger and disappointment you are experiencing.

Hopefully you have a good TA advocate who will champion your cause. Please let us know how you make out. I wish you well.

Tryan,


I keep putting myself in your position and I can't even fathom how I would feel! This is just not right. So, I also wish that come Tuesday you will have something different to report .

Tryan,

I am so VERY sorry; I hope RSSC makes things whole for you. I just can't imagine how traumatic this situation is for you. Please let us know as things progress (hopefully to your satisfaction)!

Tryan what an awful situation to be in. I hope that things turn out well for you in the end.

Why on earth does Regent have this cruise listed on their website as "waitlist only" when it is obviously way over sold - it should say sold out and then some! :eek:

That is horrifying, Tryan. I certainly hope that things are resolved to your satisfaction. Regent - we are all watching!

Masaki

This is strange.

In all the years I have worked with Regent this has never happened in this manner. ONCE I was called and asked if any people in my group might consider changing to another date. Regent had a wonderful offer ready. They asked if I could see if someone would be willing to volunteer to take the offer. They got a cruise twice as long with a big upgrade and were delighted with the offer. I knew just who to call. They had to be the type of people that were flexible with time and travel plans and had Regent air so there was no difficulty with flights.

Anyone in this mans situation is not in that position where vacations are flexible. It just does not sound right - there must be something missing here. Why him? With a cabin assigned and without first seeing if there was someone in a group that might take the offer or calling active TA's to see if they had someone that would voluntarily take the offer.

This is not something that is a normal situation with Regent and particularly to just pick someone like this and say "you are bumped". I have seen this with Oceania a lot in fact it truly is a problem, but not with Regent.

Be interesting to see what develops here. It just seems so strange to me.

I agree, I thought it was very strange as well. I've sailed with Regent before without any problem; never heard of any probelm like this with Regent. I've received all my cruise documents. My reservation with suite number is even still listed/active on the Regent website "my cruise" section. Frankly I keep wondering if some sort of mistake was made.

That being said, Regent did offer a very reasonable compensation package (reimbursement for trip, reimbursement of ancillary expenses/ cruise of my choice(of same length) now through 2008), but my TA made it very clear to me that this wasn't voluntary/ I wasn't being asked--I was bumped and this is what they were going to give me in compensation. The first thing I asked was if there was any move on Regent's part to look for volunteers. I figured many people would probably find the compensation package more than adequate--I would too except my work schedule makes it near impossible. My TA was going to find out; but due to the nearness of the holiday weekend, told me she wouldn't be able to have an answer until Tuesday

Very weird...I bet there'll be a Regent employee looking for another job very soon! Not that that will help your nasty situation, tryan! We all are waiting with you to hear the outcome..and the explaination!

Very strange. I remember the case with Oceania, but have never heard of something like this with RSSC. we too are sailing with 'cruzlove' and will be holding our breath. I sure h ope your TA is able to resolve this with RSSC and you end up getting to go on your planned trip.

NO, I don't think the reimbursement package is adequate. I think it is so puny as to be an INSULT.

FYI it was suggested (and a good suggestion) on another board that maybe I should talk directly to REGENT and not rely solely on what my TA was telling me. So that's what I did. I called, spoke to a person who told me that my TA had not lied, I have been bumped, that they don't have to ask for volunteers and that Nolan Gaskill ;the "head of inventory", won't be available until Tuesday to answer any questions. I'm absolutely seething right now.

Tryan,

I would be seething too! Sounds like that person ( as well as Regent) needs an attitude adjustment. What kind of way is that to treat a customer, and especially a past passenger!

tryan70,

I would be seething, as well. This is such a bizarre, irrational situation that defies sensibility.

Take your issues to the very top and be relentless in seeking swift resolution. I can relate to arranging busy work schedules to accommodate vacation time. To pull the rug out from under you right before your planned and much anticipated trip is beyond inexcusable.

Someone at Regent knows how to reach Mr Gaskill - even if it IS a holiday weekend. No one at a company this large is totally unavailable.
I hope when things get straightened out that you are also compensated for your "holiday weekend" anguish.

It sounds like it is time for an email or phone call directly to Mark Conroy.

Can anyone provide either an email address or a phone number?

I remember his direct response to the Azipod question about the Mariner.

He seems like a very "hands-on" President and there is nothing as quick and efficient as going straight to the top.

Good luck and I will also be watching to see what happens.

I am leaving in 3 days for Alaska and I have been shocked to read about your situation.

I can't imagine what the issue would be which would motivate Regent to act in this manner.

That is exactly what I'm looking for. Some direct access to the higher ups. I mean the people answering the phones today are just some poor kids working a holiday weekend, its not their fault. But if I could get to the higher ups, may at least be able to get an explanation

I'm wondering, what catagory suite did you book? I think I would call back and ask to speak to the suprvisor on duty today. He or she should be able to lead you to the correct person to speak to today, and not have to wait until Tuesday. This just doesn't sound like something that Regent would do. It just might be one big mistake. Good luck, and please let us know what happens.

Part of the reason I was so steamed after calling REGENT earlier today was when I asked to speak to the supervisor, I was told there were many supervisors. When I asked to speak to her direct supervisor, she said that wouldn't be the correct person to speak to--that I would have to speak to the inventory department. When I asked to speak to the manager of the inventory department, I was told there wasn't "a" manager. That's when I started to loose my cool, and I really didn't want to start yelling at this kid over the phone. I finally managed to drag the name Nolan Gaskil out of her, as the person who would be able to answer my questions--but of course he wouldn't be available until Tuesday. At that point I had to get off the phone or I was going to say something I was going to regret.

I agree with Crew Tea. There has to be a way you can speak to a higher up or at least get his e-mail. I'm sorry that I don't have it or I would share it with you. Why don't you call back and ask to be connected to any supervisor. Maybe that person is willing to share the e-mail of the President or the Inventory manager. It is not right that you are spending your weekend stewing over this!

I know there is also a manager of Customer Relations that has been mentioned on the boards in the past but I don't recall his name or if he still has that job.

And where is your TA in all this??? Wouldn't she /he have this info? I know what's happening is not her fault , but to drop this "bomb" on you on Friday before a holiday and not try to get action prior to Tuesday doesn't seem very diligent.

Well, through much detective work I managed to find Mark Conroy's phone number and I've left a message. Let's see if he replies.

Good for you! Please keep us posted!

Go for it. He is a very good man with high morals. If there is a way to rectify it, he will do it. It may just be an impossible situation.

Ardis

Good luck. Will be keeping our fingers crossed for the best outcome. Good for you for being so perservent! I agree with Ardis, if he can do anything thing, he will.

I am just HORRIFIED as I read this that Regent has come to this! Tryan, I agree with Ardis, it seems their compensation package is truly just reimbursing your expenses, no extra compensation. I hope you can get back on somehow.
Lynn

Aloha Tryan:

Here's one other suggestion.

I think it is great that you left Mr. Conroy a message, but as they say, "The pen is mightier than the sword."

Perhaps you might fax a copy of your posts on both the LCT and CC message boards to Mr. Conroy's attention at the RSSC offices in Ft. Lauderdale.

If there are people working there over the weekend you probably have a much better chance of actually getting a reply if they have a written complaint to pass on to the higher-ups.

Just a thought. I know for me if I can do something proactive to rectify a situation that it always seems to help.

Lynn, if you read Tryan's post again, she states that they are reimbursing her for this cruise AND giving her a free cruise of the same length of her choice. I think this is a very fare compensation HAD it been voluntary, which it wasn't.

I agree with a previous poster, they could of found someone on the sailing that would of snapped up this deal in a heartbeat and then everyone would of been happy.

Okay, so what WOULD be fair and reasonable? I was never "bumped", but had a cancellation for my first cruise in Navigator's first season (pod or prop prob.) and got $1,000pp off for a rebooked cruise. I was happy, because I probably found another place to go! For a missed port on MINT, I think we got $500pp future cruise credit. For a delay of staying a day extra on MUSH, we got compensated for all out of pocket expenses + a $400pp future cruise credit. For a canceled trip because of a passport renewal that took three months, I got nothing from the US Dept. of State! This of course, is totally different. Not sure of what Lynn and Ardis mean here by this offer being an INSULT. (Although I would be highly insulted if a cruise were canceled, I am obviously much more flexible for rebooking than Tryan)

Tryan considered it "reasonable", but to what point does the reimbursement of expenses and a free cruise not make up for the disappointment of a long anticipated vacation that I'm sure Tryan truely deserves!

Very well put, Olivia.

IMHO, the insult lies in the manner in which this bump was conducted, the fact that it was not a voluntary bump, that Tryan70 is 12 days away from her planned and anticipated vacation, and has yet to recieve a "reasonable" explaination of why them?


"Reasonable" means many things to many people and it's all in the acceptance of the recipient to determine what is "reasonable." This requires far more than a monetary apology, in my opinion.

Tryan70,
I do hope that you receive a response from Mark Conroy and are able to resolve this matter to your complete satisfaction. I can only imagine the angst you're experiencing after receiving such news. My husband and I work hard all year long for one significant vacation a year. To have it pulled out from under us would be devastating, not to mention difficult for us to regroup on such short notice.

I sincerely hope the outcome for you is a bright one!

I am so greatful to have message boards. Prior to the message boards, this stuff could happen and no doubt did and practically nobody learned anything about it. Those days are over. Bravo! We, as passengers, have almost no rights when we book a cruise. The ships are registered overseas and the company protected under mounds of leagaleese. Their only point of vulnerability is public opinion. That isn't much, but it is something.

What I would like to see happen won't because of the cruise industry's political clout. I think the over booking of paid in full passengers should be illegal with penalties for doing it truly punitive. That would end it. When Regent or any other cruise line offers a free cruise as compansation, they are frequently offering a cabin that would otherwise sail empty. Hardly punitive.

Would I be happy with the compensation offered to this particular passenger? In a heartbeat. Particularly if the package was offered as a choice between being bumped or not. I'd take it happily standing at the gangway about to board the ship. I'd be satisfied if it was offered involuntarily, but I wouldn't be smiling. But I am retired. My schedule is totally flexible. (Oh please remember that Ngaire when you get your next call!) If I were working and needed a vacation and vacation time was long and hard to come by, it would be a different matter entirely.

Patrick

Yes, Pat, keeping 'em honest is one of the benefits of the internet! We pay prime, prime prices to travel with Regent among the tops in
the industry. This should never happen, and I trust that in the end, Tryan is going to feel compensated for her loss. It still doesn't make up for what has happend, if it cannot be corrected. I still have faith! Not that Mark Conroy or anyone else in the organization can suddenly create an extra cabin, but hopefully one will come available to her!

Tryan, I can only imagine the stress you're feeling with this holiday weekend. What has your TA been doing to rectify this? I feel your TA may (I stress the word "may") not be doing everything he/she can do on your behalf. I sure hope you hear back from Mark Conroy....the LCT World is watching how this unfolds.

BTW, welcome to LCT. Sorry your first posting is under this unfortunate circumstance but a big WELCOME to you!

Aloha Tryan:

Here's one other suggestion.

I think it is great that you left Mr. Conroy a message, but as they say, "The pen is mightier than the sword."

Perhaps you might fax a copy of your posts on both the LCT and CC message boards to Mr. Conroy's attention at the RSSC offices in Ft. Lauderdale.

If there are people working there over the weekend you probably have a much better chance of actually getting a reply if they have a written complaint to pass on to the higher-ups.

Just a thought. I know for me if I can do something proactive to rectify a situation that it always seems to help.