Celebrity Cruises Cruise Critic Members & Readers
Thanks for welcoming me and my recent post.
In this post, we would like to address some of the comments regarding our CelebrityCruises.com site, and provide you with an update to let you know what to expect in the future.
First and foremost, we not only carefully review and evaluate CruiseCritic comments, we also receive feedback internally; externally from research; and also through consumer testing and performance studies. We know that the Celebrity website isn’t where we’d like it to be, and we want you to know that we’re addressing the issues you and our other audiences have told us about. While we’ve been lauded for the images and design of our website, the transactional performance of the site does not reflect the experience that we deliver onboard our ships, but we’re working towards achieving that.
Onboard, online, through our call centers – at every turn, our goal is to provide the best experience possible for our guests. When it comes to CelebrityCruises.com, we are still working to get there, and we ask for your patience and continued support.
Here are the key issues that you have helped us identify, and updates on where we are with improving them:
- Online Check In – Online check in is one of our major undertakings for the coming year. We are committed to improving this process and make the system more user friendly. This is not a quick fix as the system is integrated across many areas. We’ll advise of progress being made as we move forward with this initiative.
- Specific Stateroom Selection – This is being addressed and the resolution is expected to be implemented next month, pending testing of the fix. If we experience any issues during testing that affect a September release we’ll advise soonest.
- Cruise Search Engine Browser Issues – We are optimized for the major browsing platforms. We are working on improving the functionality of dropdown lists and expect to have this resolved by late September. Functionally the dropdown works, but is not visually represented in a user friendly manner. If there are specific issues with Cruise Search Engine on your browser, please provide specifics, as we’ve tested this thoroughly.
- Page Loading Time – This is seen primarily with the transactional pages mentioned above and experienced on select additional areas which are dependent on other backend systems to complete the page. We are working with our internal IT department to look for solutions related to these transactional systems. As we evaluate the possibility of “reimagining” these areas of the site, delivering the best user experience will drive our efforts. In the short term, we’ll continue to make minor adjustments to the structure of our pages in an attempt to drive improved load times.
While we know this list hits only some the most major issues represented in your helpful posts, we want to let you know that we’re aware of all the issues you’ve mentioned. As we’re able to resolve items and introduce enhancements, we’ll share updates here.
As we mentioned at the beginning, our goal is to deliver a website experience that rivals our Celebrity onboard experience. It will take us some time to get there, but we are committed to doing so. If our website experience can garner half the love that you have for our cruise vacations, we’ll consider that progress. To get the full amount of excitement and appreciation for our website that you have for our cruise vacations, we’ll consider that success.
Thanks for being such passionate and enthusiastic customers and helping us get better in all that we do.
Brian P. Powell
Associate Vice President, Marketing