Nice Surprise From Celebrity Regarding Solo Fares

Welcome to Cruise Critic! If you'd like to participate on our forums by joining in the conversation, please Register Now! Be sure to visit our FAMOUS Roll Call forums, where you can meet other cruisers sailing with you and share a tour or shore excursion and SAVE MONEY!

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts
BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
All times are GMT -4.
The time now is 09:14 AM.
#1
Wappingers Falls , NY
1,218 Posts
Joined Apr 2009
Recently had a nice experience with Celebrity regarding a solo fare.
Was interested in the May 12th sailing of the Summit, so have been monitoring prices that past month or two. About a week ago noticed a significant price drop and also that they had offered up guarantee fares for balcony, concierge and aquaclass cabins.
Tried online to purchase the fare for just myself (and pay the 200% premium) for the guarantee fare, since it was substantially lower than a single fare in same category $1998 vice $2600, but system would not allow it.
Called Celebrity customer service and they said they could do nothing to offer assistance, as it was a system limitation. The whole thing got me frustrated since it meant if I toolk a second person it would cost me under $1000pp, but to do the same trip solo in the same cabin it would be $2600.
I emailed the Celebrity Regional Sales Manager, VP of sales & Senior VP of sales, and asked for help, got a response within 24 hours from all three, saying that I WAS RIGHT, it was systematic problem that they would change, and they did.
They were nice enough also to book the cabin I wanted with a free category upgrade at the lower price, give me a beverage package for free, and an $200 OBC for bringing it to their attention.
Thought that was really excellent customer service.
Expand Signature
Collapse Signature
Cunard Countess Caribbean Apr 1994
Celebrity Century Caribbean Jan 1996
Celebrity Mercury Western Caribbean Feb 1998
Holland American Noordam Western Med 2000
Norwegian Sky Eastern Caribbean March 2001
Celebrity Zenith Western Caribbean March 2002
Celebrity Millenium Eastern Caribbean Jan 2004
Celebrity Constellation Southern Caribbean March 2005
Celebrity Infinity Atlantis Charter Nov 2005
Celebrity Infinity Atlantis Charter March 2006
Celebrity Galaxy Greek Isles July 2007
Celebrity Constellation Scandavia/Russia Jun 2008
Celebrity Infinity Alaska May 2009
Celebrity Constellation Transatlantic Sep 2009
Celebrity Equinox Holy Land Oct 2010
Celebrity Solstice Eastern Caribbean Jan 2011
Celebrity Solstice Venice, Croatia, Montenegro Aug 2011
Celebrity Century New Zealand & Australia Jan 2012
Celebrity Silhouette Transatlantic December 2012
Celebrity Summit Bermuda May 2013
Celebrity Infinity Iceland & Norway June 2013
Celebrity Millenium China, Japan & Korea April 2014
Celebrity Silhouette Western Caribbean November 2014
Celebrity Solstice Hawaii April 2015
Celebrity Reflection Transatlantic October 2016
Celebrity Infinity Pacific Coastal May 2017
Celebrity Infinity South America/Antarctic February 2018
Celebrity Reflection Transatlantic October 2018
Celebrity Edge Inaugural Caribbean December 2018
Question/Email Me: email me
#3
Philadelphia, PA
127 Posts
Joined Apr 2010
Awesome customer service! Have a great cruise!
Expand Signature
Collapse Signature


Norwegian Breakaway April 2013
Island Princess May 2012
Celebrity Summit May 2011
Norwegian Jewel May 2010
#4
Virginia
20,242 Posts
Joined Aug 2011
Sounds like you won the trifecta of solo cruising! Enjoy!
Expand Signature
Collapse Signature


My Cruise Blogs
World Voyage Blog - http://kathisworldvoyage.blogspot.com/
A Winter Crossing - http://cunard2015.blogspot.com
The Sail-Away Gang's Cruise - http://westerdam2015.blogspot.com/
Fall Foliage Cruise -http://fallfoliagecruise2015.blogspot.com/
South Pacific/North to Alaska - http://halcruises2016.blogspot.com/

Evangeline - Nassau - 1960
Johan Van Oldenbarnevelt - EB TA - 1962
Queen Mary - WB TA - 1962
Raffaello - Caribbean - 1968
MV Three Gorges - Yangtze River - 1988
Atlas - Nile River - 1995
Olympic - Aegean Sea - 1996
Constellation - Baltic Sea - 2005
Disney Fantasy - Caribbean - 2012
Queen Elizabeth - World Voyage 2014
Queen Elizabeth - Southampton to Fort Lauderdale - 2015

Westerdam - FLL to Seattle with the "Sail-away Gang" - 2015
Liberty of the Seas - Canada/New England - 2015
Westerdam - Hawaii, Tahiti, and the Marquesas with the "Pearls of the Pacific" - 2016
Nieuw Amsterdam - Alaska - 2016
#5
Australia
1,116 Posts
Joined Nov 2008
Well done, enjoy your cruise.
Expand Signature
Collapse Signature
Cheryl


Pacific Sun 2009
Diamond Princess 2009
Pacific Dawn 2010
Rhapsody 2010
Rhapsody 2011
Radiance 2012
Voyager 2012
Rhapsody --Nov 2013
#6
Downers Grove, IL
423 Posts
Joined Aug 2009
Congrats! Now if they'd just drop the solo price overall....
Expand Signature
Collapse Signature
Next up:
Apr. 2018: Celebrity Solstice, Hawaii

Past Cruises:
Aug. 2016: Celebrity Reflection, Greece/Turkey
Mar. 2016: Celebrity Reflection, Caribbean
Sep. 2015: Celebrity Solstice, Alaska
Apr. 2015: Celebrity Reflection, Caribbean
Oct. 2014: Caribbean Princess, Caribbean
Sep. 2013: Celebrity Solstice, Hawaii
Nov. 2012: Celebrity Infinity, Panama Canal
Oct. 2011: Norwegian Sun, Eastern Caribbean
Oct. 2009: Holland America Noordam, Transatlantic (Rome-Ft. Lauderdale)
Feb. 2003: Royal Caribbean Legend of the Seas, New Zealand/Australia
Oct. 2002: Cruise West, Napa Valley River
Jun. 1970: Raffaello, Transatlantic (New York-Naples)
#7
New Jersey
251 Posts
Joined Feb 2013
that sounds awesome.. I think I am a bit jealous because i payed the full freight a few weeks for a May 26 departure to bermuda on celerbrity. Enjoy your trip?
#8
657 Posts
Joined Oct 2004
That's wonderful. You helped them (pointed out how their website wasn't working which might result in them getting more solos instead of discouraging potential passengers) and they helped you (got you the correct price and lots of nice freebies for your trouble). Ended up a win-win. Happy endings are sweet!
#9
4,273 Posts
Joined Aug 2005
You did them a good turn and they returned the favor, great news. Have a wonderful cruise.
Expand Signature
Collapse Signature
Ginnie


134 Nights at Sea
#10
Montreal area
1,213 Posts
Joined Nov 2008
Wow Johnny, well done! Enjoy your cruise, hope all is well.
Expand Signature
Collapse Signature
- Julie

Coming up:
Celebrity Reflection TA - 21/10/16
Celebrity Eclipse - 18/3/18

Past cruises:
Celebrity Reflection Carib B2B - 5/3/16 and 12/3/16; NCL Escape TA - 29/10/15; Celebrity Constellation Turkey/Greece/Croatia - 12/10/15; RCCL Serenada OTS Norwegian Fjords - 9/5/15; Celebrity Equinox TA - 27/10/14; Celebrity Eclipse southern Carib 28/12/13; Celebrity Solstice Hawaii 23/09/2013; NCL Epic Carib 02/03/13; Celebrity Silhouette TA 01/12/12; NCL Epic Carib 11/09/10; Celebrity Millenium Southern Carib 06/11/09; Carnival Freedom Carib 06/09/09; Carnival Glory Western Carib 22/02/09
#11
Wappingers Falls , NY
1,218 Posts
Joined Apr 2009
Originally posted by Scrappytraveller
Wow Johnny, well done! Enjoy your cruise, hope all is well.

Yeah really got lucky. Things doing well for me, hope all is well since I saw you in December. I have been missing those warm fun days on Silhouette ever since.
#12
Tampa area
14,705 Posts
Joined Feb 2006
Way to go!
Expand Signature
Collapse Signature
1964 Queen Elizabeth
1966 SS Florida
1980 Tropical
1982 Mardi Gras
1985 Jubilee
1998 Holiday
2002 Pride
2003 Grand Princess
2004 Mariner of the Seas
2006 Miracle Aug. 20
2008 Inspiration
Dec. '08 Glory
Aug. 2009 Inspiration
Feb. '10 Inspiration
2010 Legend
Sept. '10 Inspiration
2010 Inspiration
Sept. '11 Legend
November '11 Inspiration
Sept. '12 Legend
November '12 Legend
March '13 Legend
June '13 Miracle Alaska!
October '13 Legend Halloween Cruise
January '14 Paradise
April '14 Legend
Nov. 16, 2014 Pride
March 1, 2015 Pride
August 31, 2015 Paradise
November 28, 2015 Westerdam
April 2016 Sunshine
September 3, 2016 Paradise
October 22, 2016 Magic
November 18, 2016 Oosterdam
January 15, 2017 Pride
April 1, 2017 Magic

Paradise September 16, 2017
November 11, 2017 Magic




UNOFFICIAL OFFICIAL DR RUTH FOR WHALE TAIL and UNOFFICIAL OFFICIAL GUARANTEED PRICE DROPS DROPPER





#13
Indiana
3 Posts
Joined Mar 2013
Celebrity really showed excellent customer service! That's great.

I had a very unfortunate situation on a Celebrity New Year cruise a few years ago. We paid top price for a royal suite (second one with Celebrity), had a very rude waiter at the pool literally scream at me because he snatched up my drink before I was quite finished. Acted like I was trying to scam him for a freebie. I was really quite taken back, a little shaken up and, eventually, very, very angry. I told our butler who reported it whomever. Then early evening we had a group of officers with the nasty waiter at our door. They made him apologize and had a drink to replace the one he snatched. I didn't want another drink and dragging him to our suite to apologize made the reminder of the cruise very uncomfortable since he continued to work in the pool area. I appreciated the gesture but really would have liked something a lot more discreet. I wrote a letter to Celebrity when I was home and calmed down and received a very generic form letter from them. That was like pouring vinegar on a would. It's great that they're taking customer service seriously but I won't be sailing with them again.
#14
CT & FL
473 Posts
Joined Jun 2009
Originally posted by zenchick
Celebrity really showed excellent customer service! That's great.

I had a very unfortunate situation on a Celebrity New Year cruise a few years ago. We paid top price for a royal suite (second one with Celebrity), had a very rude waiter at the pool literally scream at me because he snatched up my drink before I was quite finished. Acted like I was trying to scam him for a freebie. I was really quite taken back, a little shaken up and, eventually, very, very angry. I told our butler who reported it whomever. Then early evening we had a group of officers with the nasty waiter at our door. They made him apologize and had a drink to replace the one he snatched. I didn't want another drink and dragging him to our suite to apologize made the reminder of the cruise very uncomfortable since he continued to work in the pool area. I appreciated the gesture but really would have liked something a lot more discreet. I wrote a letter to Celebrity when I was home and calmed down and received a very generic form letter from them. That was like pouring vinegar on a would. It's great that they're taking customer service seriously but I won't be sailing with them again.
Not really sure what you were expecting. When I sail and have a problem I immediately notify a supervisor onboard (which you did), so they can immediately rectify the problem and I can happily continue with my cruise. Sort of useless to complain to Ft. Lauderdale corporate when I get home. While their efforts to impress you might have been "overkill", what they did seems reasonable to me.
Expand Signature
Collapse Signature
- Navigator of the Seas 3/31/17- Southern Caribbean
- Anthem of the Seas 1/26/17 - Eastern Caribbean
- Explorer of the Seas 4/23/16 - Transpacific
- Epic 2/14/16 - Morocco & W. Mediterranean
- Jade 1/16/16 & 1/23/16 - Central America
- Equinox 11/20/15 - Southern Caribbean
- Reflection 10/23/15 & 11/7/15 - Western Caribbean BTB with Transatlantic
- Sun 6/29/15 & 7/6/15 - Alaska
- Millennium 4/26/15 - Asia/Transpacific
- Jade 2/14/15 & 2/25/15 - Mediterranean
- Journey 1/10/15 - S. America/ Antarctica
- Silhouette 12/7/14 - Eastern Caribbean
- Quest 3/27/14 - Transatlantic
- Reflection 2/25/14 & 3/1/14- Caribbean
- Constellation 1/25/14- Western Caribbean
- Silhouette 12/1/13 - Transatlantic
- Adventure of the Seas 11/4/13 - Transatlantic
- Mariner of the Seas 4/21/13 - Transatlantic
- Oasis of the Seas 12/29/12 & 1/5/13 - Western Caribbean BTB with Eastern Caribbean
- Navigator of the Seas 11/3/12 - Transatlantic
- Adventure of the Seas 4/15/12 - Transatlantic
- Silhouette 2/10/12 - Southern Caribbean
- Millennium 4/18/11 - Panama Canal
- Millennium 11/27/09 - Caribbean
- Constellation 7/25/09 - Baltic Sea
- Symphony 9/27/08 - Canada/New England
- Symphony 12/8/07 - Panama Canal
- Explorer of the Seas 5/25/07 - Bermuda/Caribbean
- Millennium 10/29/06 - Mediterranean
- Constellation 2/25/06 - Southern Caribbean
#15
Wappingers Falls , NY
1,218 Posts
Joined Apr 2009
Originally posted by zenchick
Celebrity really showed excellent customer service! That's great.

I had a very unfortunate situation on a Celebrity New Year cruise a few years ago. We paid top price for a royal suite (second one with Celebrity), had a very rude waiter at the pool literally scream at me because he snatched up my drink before I was quite finished. Acted like I was trying to scam him for a freebie. I was really quite taken back, a little shaken up and, eventually, very, very angry. I told our butler who reported it whomever. Then early evening we had a group of officers with the nasty waiter at our door. They made him apologize and had a drink to replace the one he snatched. I didn't want another drink and dragging him to our suite to apologize made the reminder of the cruise very uncomfortable since he continued to work in the pool area. I appreciated the gesture but really would have liked something a lot more discreet. I wrote a letter to Celebrity when I was home and calmed down and received a very generic form letter from them. That was like pouring vinegar on a would. It's great that they're taking customer service seriously but I won't be sailing with them again.

I guess my question would be what were your expectaitions of what Celebrity should have done? It wasn't a systematic problem from what you describe just a one time incident, it sounds like either just a overworked or rude waiter or one lacking people skills.

What ideally would you have liked Celebrity to have done to offer a remedy to the situation? I know when I do mediation in court, its difficult sometimes because sometimes one party really doesn't know what they want to help mediate (or close) the dispute. Sometimes they just want their voice heard, and the pain/embarassment they felt acknowledged.

Just curious how you would have handled it if you were the waiters manager?, and did you explain how you think it should have been handled in your letter to Celebrity?
One thing I've noticed over the years during mediation. It makes it so much easier when the person who is wronged has an idea of what he/she feels is needed to right the situation. So many times the person on the other side is willing to try and make it right but just lacking the knowledge of what inside the other party's thoughts.
#16
123 Posts
Joined Feb 2010
I found a price on the Solstice April Hawaiian cruise with no single supplement on a veranda gty. The price was so amazing I had to control myself from upgrading and losing the great deal. I also had the California Resident discount. I put a hold on the reservation and called Celebrity to complete the reservation as I couldn't complete it online. When I called the reservationist was amazed at the price, as she could not find it on her screen, but because I had a reservation number and a hold, I was able to complete the purchase. I was assigned a 2A cabin about two days later. I do keep checking to see if another amazing event happens, an upgrade to Aqua, but alas no. I am very happy with the whole deal!