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Celebrity UK don't want the revenue??


Tiggertastic
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Being Elite, when we booked one of our cruises next year we decided we didn't need the extra point so booked a balcony instead of concierge. Now it is due to change we realise that we need to continue to amass points.

 

We rang celebrity and asked how much to upgrade to a concierge from a balcony. We are happy to pay the difference and did it earlier this year on a cruise in September.

 

Celebrity UKs response - 'no you can't do that' - although there are many cabins available, we would have to lose the entire booking and take on whatever the offer is at the moment - she would not let us pay more on our existing booking. She said the booking system changed in October this year.

 

There was no issue doing that in September this year or twice last year - are they closing the doors on doing this or is it just UK office that don't want more revenue off the passengers?

 

How do we get them to let us pay for a better cabin?

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Being Elite, when we booked one of our cruises next year we decided we didn't need the extra point so booked a balcony instead of concierge. Now it is due to change we realise that we need to continue to amass points.

 

We rang celebrity and asked how much to upgrade to a concierge from a balcony. We are happy to pay the difference and did it earlier this year on a cruise in September.

 

Celebrity UKs response - 'no you can't do that' - although there are many cabins available, we would have to lose the entire booking and take on whatever the offer is at the moment - she would not let us pay more on our existing booking. She said the booking system changed in October this year.

 

There was no issue doing that in September this year or twice last year - are they closing the doors on doing this or is it just UK office that don't want more revenue off the passengers?

 

How do we get them to let us pay for a better cabin?

 

Why not wait until everyone has paid and the prices fall?

You should then be able to upgrade if a better level cabin is cheaper than when you booked.

I know someone who did this, they had booked concierge and noticed that guarantee suite was cheaper, so they transferred.

Imagine their surprise, when they were assigned the Royal Suite!

 

According to the Future Cruise Consultant on Infinity T.A 3 weeks ago, they were bringing Terms & Conditions into line with USA.

There is no reason why you shouldn't be able to cancel and rebook. In USA you can cancel up to 70 days prior to your cruise without loosing any benefits.

 

If you don't want to wait so long, I would ring again. Different Celebrity employees give different answers.

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Why not wait until everyone has paid and the prices fall?

You should then be able to upgrade if a better level cabin is cheaper than when you booked.

I know someone who did this, they had booked concierge and noticed that guarantee suite was cheaper, so they transferred.

Imagine their surprise, when they were assigned the Royal Suite!

 

According to the Future Cruise Consultant on Infinity T.A 3 weeks ago, they were bringing Terms & Conditions into line with USA.

There is no reason why you shouldn't be able to cancel and rebook. In USA you can cancel up to 70 days prior to your cruise without loosing any benefits.

 

If you don't want to wait so long, I would ring again. Different Celebrity employees give different answers.

 

thanks I will ring tomorrow and see if someone else is working that gives a more sensible answer

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Don't hold your breath Tigertastic, we are 2nd class citizens in the UK. What you are asking would be ok in the U.S. or if you spotted a price drop, or once assigned a GTY if you wanted to change to a different cabin in the same grade, but all of these things are barred from us in the UK.

 

I am seriously thinking of looking for a U.S. TA for my next trip.

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You may of got one of the staff due to be made redundant next year, I would imagine many are of them not very happy at the moment. I would try again, or contact the Captains Club instead.

 

Richard

 

great idea, I've sent an email to captains club - let's see what happens - I bet I get the - 'I've sent your email to the sales department who can handle this'.

 

After all I'm not asking for anything for free, I'm asking to pay the difference between a balcony and concierge to move to another cabin

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Well buzzybuzzbuzz we have done exactly that for our next cruise and used a US TA to book. Got a great deal and great OBC plus if there are price drops we will get them but to be perfectly honest I don't think the price could go lower than we paid. If the £ holds against the $ as well we will be quids in !!

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great idea, I've sent an email to captains club - let's see what happens - I bet I get the - 'I've sent your email to the sales department who can handle this'.

 

After all I'm not asking for anything for free, I'm asking to pay the difference between a balcony and concierge to move to another cabin

 

Would you please come back and tell us the outcome. I was hoping to do the same thing.

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Yes, we are second-class citizens in the UK, with poorer booking conditions, offers and prices.

 

I feel more than a little cross during a cruise if, perhaps, our table companions talk turns to their OBC/free gratities and complimentary specialised restaurant meals!

 

We booked through a US company in October for a last-minute cruise and were delighted with their service.

 

As ticketing is now electronic there were no issues at all (i.e. lack of postal tickets etc) to be concerned about).

 

We booked via a different US agent some years ago and they were also super-efficient.

 

There is one very large British cruising company who were advertising well-priced cruises this summer.... when I rang to check their 'unbelievable' fares, they were just that - as flights were not included. I am a seasoned cruiser/traveller and knew the prices wee too good to be true but it was completely disingenuous (I would use a stronger word but...) for a company to so advertise.

 

Obviously this is only my personal experience but I am delighted with using an American agent and will look to do so again.

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Being Elite, when we booked one of our cruises next year we decided we didn't need the extra point so booked a balcony instead of concierge. Now it is due to change we realise that we need to continue to amass points.

 

We rang celebrity and asked how much to upgrade to a concierge from a balcony. We are happy to pay the difference and did it earlier this year on a cruise in September.

 

Celebrity UKs response - 'no you can't do that' - although there are many cabins available, we would have to lose the entire booking and take on whatever the offer is at the moment - she would not let us pay more on our existing booking. She said the booking system changed in October this year.

 

There was no issue doing that in September this year or twice last year - are they closing the doors on doing this or is it just UK office that don't want more revenue off the passengers?

 

How do we get them to let us pay for a better cabin?

 

Fully understand your problem, but sorry this is self inflicted, because you [along with many other UK Cruises] still book via the UK, when the better prices, services and benefits are obtained via the USA Travel Agents.

 

You can try and contact a US T/A and see if you are able to more the booking to a new T/A in the USA and then upgrade. Who knows there may be some benefits up for grabs in the USA. Could members of CC advise on this suggestion, if or not workable.

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Fully understand your problem, but sorry this is self inflicted, because you [along with many other UK Cruises] still book via the UK, when the better prices, services and benefits are obtained via the USA Travel Agents.

 

You can try and contact a US T/A and see if you are able to more the booking to a new T/A in the USA and then upgrade. Who knows there may be some benefits up for grabs in the USA. Could members of CC advise on this suggestion, if or not workable.

 

They won't let her pay to upgrade, so the chances of X allowing her to move the booking to a TA in the US is very unlikely ;). Additionally, X do not allow you to book in another country if you are using a 'Passages' certificate i.e. if your certificate is in £sterling, then you can't use this to book in the States (I'm unsure if the OP has booked using one of these certificates, however I'm just highlighting the currency issue problem).

 

The OP may, however, get a totally different answer if she is persistent and telephones again in a few days ;).

 

US TAs do offer more perks and, IMHO, better incentives. Personally, I still prefer to have a US TA I can converse with (personal contact via email etc.), rather than booking solely through websites. Ours was initially recommended by a fellow cruiser - that's why it's sometimes very worthwhile attending the M&M and Connections parties :D.

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They won't let her pay to upgrade, so the chances of X allowing her to move the booking to a TA in the US is very unlikely ;). Additionally, X do not allow you to book in another country if you are using a 'Passages' certificate i.e. if your certificate is in £sterling, then you can't use this to book in the States (I'm unsure if the OP has booked using one of these certificates, however I'm just highlighting the currency issue problem).

 

The OP may, however, get a totally different answer if she is persistent and telephones again in a few days ;).

 

US TAs do offer more perks and, IMHO, better incentives. Personally, I still prefer to have a US TA I can converse with (personal contact via email etc.), rather than booking solely through websites. Ours was initially recommended by a fellow cruiser - that's why it's sometimes very worthwhile attending the M&M and Connections parties :D.

 

Thank you - Totally agree regarding the M&M for USA T/A recommendations:D

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great idea, I've sent an email to captains club - let's see what happens - I bet I get the - 'I've sent your email to the sales department who can handle this'.

 

After all I'm not asking for anything for free, I'm asking to pay the difference between a balcony and concierge to move to another cabin

 

Hi Jan

 

We've fallen foul of this rule too in the past! The Ts & Cs state:

 

"For all changes that we consider to be minor changes (such as

change of stateroom or name changes on an existing booking

by way of example only), outside of 56 days from departure

(such as change of stateroom or name changes on an existing

booking), an amendment fee of £35 per guest per booking

will be payable together with any costs incurred by ourselves

and any costs or charges incurred or imposed by any of our

suppliers."

 

When we wanted to upgrade we had to pay the £70 plus the difference in cost. The only other option was to cancel and rebook which would have meant us losing the entire deposit.

 

Not a good solution by any means, but that's how it is these days it seems.

 

We're also trying out a US TA for our next cruise to see if that is any better.

 

Did you not mention that you usually use a US TA when we were chatting back in August (or am I confusing you with someone else)?

 

Alison

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Hi Jan

 

We've fallen foul of this rule too in the past! The Ts & Cs state:

 

"For all changes that we consider to be minor changes (such as

change of stateroom or name changes on an existing booking

by way of example only), outside of 56 days from departure

(such as change of stateroom or name changes on an existing

booking), an amendment fee of £35 per guest per booking

will be payable together with any costs incurred by ourselves

and any costs or charges incurred or imposed by any of our

suppliers."

 

When we wanted to upgrade we had to pay the £70 plus the difference in cost. The only other option was to cancel and rebook which would have meant us losing the entire deposit.

 

Not a good solution by any means, but that's how it is these days it seems.

 

We're also trying out a US TA for our next cruise to see if that is any better.

 

Did you not mention that you usually use a US TA when we were chatting back in August (or am I confusing you with someone else)?

 

Alison

 

Hi Ali

 

yes we often use a USA TA but booked on board for the first time due to the great OBC offer - never again. I would not have minded if they had offered me the option to pay £70 to change but did not even do that - they just said no. Thanks for the T&Cs I can now quote that at them.

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Jan, did you get any further with this? It just seems crazy that they won't let you pay MORE to move. If the cruise was sold out or you wanted to change to a lower category I could understand it. You should keep on pushing. You never know, you might get to speak to someone who is actually helpful LOL.

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Well buzzybuzzbuzz we have done exactly that for our next cruise and used a US TA to book. Got a great deal and great OBC plus if there are price drops we will get them but to be perfectly honest I don't think the price could go lower than we paid. If the £ holds against the $ as well we will be quids in !!

 

Hey there - the Mommy here from the lasts cruise :)

Where are you off to next?

We have never used a US agent - thought you couldn't .

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Hi, hope you are well.

 

We are off on the Silhouette on 23rd September starting from Venice. Lots of new ports we have not been to, be busy cruise!! Margaret & phil joining us again.

 

No such word as 'can't' !! Price was considerably cheaper than UK and lots of perks. Booked our flights with BA independently as into Venice and out of Rome, only £150 for flights .

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Hi Ali

 

yes we often use a USA TA but booked on board for the first time due to the great OBC offer - never again. I would not have minded if they had offered me the option to pay £70 to change but did not even do that - they just said no. Thanks for the T&Cs I can now quote that at them.

 

I'm pretty sure that if you are Elite status, you get the first change for free and pay for any changes after that. I've done that in the past and hope that this is still the case with all the new changes.

Edited by Lotus Girl
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Here is an update

 

I originally called on the 24th November - they said the cabin was free and that it was the same price but could not upgrade as the system was changed in October and I would have to cancel, lose my drinks package, lose the deposit and start again.

 

I wrote to Captains club as per the suggestion and have to say previously their service has been wonderful. I got an email on the 28th telling me that they needed to pass my query to customer services who would reply to me within 72 hours of the original email (so that meant they should have contacted me on the 27th).

 

I've watched the price difference go from:

24th - zero

25th - £50 each

1st December - £150 each

 

today I have received an email from the customer services desk telling me that not only is the cabin still available but that anyone can upgrade on the same booking without cancelling as long as any price difference is paid and they do not know why I would have been told that I could not do it - but..... drum roll ... it will now be £158 extra each. So 10 days to finally reply and now they want £316 from me for something that should have been free on the day I spent an hour on the phone to them.

 

Make what you want of it but just shows that one department says one thing and another something else yet again.

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Here is an update

 

I originally called on the 24th November - they said the cabin was free and that it was the same price but could not upgrade as the system was changed in October and I would have to cancel, lose my drinks package, lose the deposit and start again.

 

I wrote to Captains club as per the suggestion and have to say previously their service has been wonderful. I got an email on the 28th telling me that they needed to pass my query to customer services who would reply to me within 72 hours of the original email (so that meant they should have contacted me on the 27th).

 

I've watched the price difference go from:

24th - zero

25th - £50 each

1st December - £150 each

 

today I have received an email from the customer services desk telling me that not only is the cabin still available but that anyone can upgrade on the same booking without cancelling as long as any price difference is paid and they do not know why I would have been told that I could not do it - but..... drum roll ... it will now be £158 extra each. So 10 days to finally reply and now they want £316 from me for something that should have been free on the day I spent an hour on the phone to them.

 

Make what you want of it but just shows that one department says one thing and another something else yet again.

 

I don't know why they told you that you couldn't do it. I did just that several times for the Canaries Cruise we took in October, starting in a balcony, then an AQ and finally an S1 cabin. I was able to keep the free beverage package all the way through. We didn't pay anything to go from 1A to A1 but had extra for the suite.

 

Our TA did all that for us. If the new booking costs more at the current rates and offers you pay the extra.

 

Just keep trying and you will get someone to help you.

 

I am still trying to get them to treat the 2 2015 cruises (which have one day between them from the same port) as a B2B - then they do the transfers and pay for hotel for the night. I know they do it as they are doing it for us in February but it all depends on who you talk to.

 

Gordon

Edited by Gordoncruickshank
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I am still trying to get them to treat the 2 2015 cruises (which have one day between them from the same port) as a B2B - then they do the transfers and pay for hotel for the night. I know they do it as they are doing it for us in February but it all depends on who you talk to.

 

Gordon

 

At least in North America, they have phased out this perk. We inquired and it was no longer available.

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Final posting on the matter

 

The customer service rep that told me 'that he had no idea why I had been told that I could not upgrade' has come back and changed his mind

 

He has now decided that they were right to tell me that I could not upgrade on the original call to them on November and was therefore not mislead but if I want to upgrade I can - talk about confusing the customer if they confuse themselves

 

I've decided they are taking up far too much of my time whilst they disagree with themselves

 

A small glitch on what to us has always been great service - shame it leaves a bad taste in the mouth

 

Lesson, book the cabin type that you really want in the first place and don't waste time trying to deal with customer services

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Why do UK people think our US TA's have magical powers to give perks and bonuses?

 

It's my experience all the US TA's do is share whatever sales commission they earn with the passenger. So why are UK TA's not offering to share their wealth with their clients too?

 

Curious. Are UK TS's just that much more greedy or is something else at work.

 

From what I understand, US TA's can only sell cruises for whatever fares the lines allow and show as published dares, unless they buy up an allotment of specific cabins on specific cruises themselves to then resell as they wish.

 

But the perks, my TA always says comes right out of her pocket (unless she passes on existing deals from the line such as 1-2-3 perks etc.)

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Here in the UK for many years we enjoyed a 10% discount on cruise fares when booking though a TA. If you booked direct with Celebrity the discount was 5%. This leads me to believe the extra 5% came out of the TA commission. However, this was stopped and a UK TA can now only offer clients a small gift of $50 OBC. The 5% discount for booking direct is also no longer offered, so the answer to cle-guy is no, UK TAs are not greedy, it is the cruise line that sets the rules. I understand that, like the US, if a TA has obtained a block of cabins to sell on then they can adjust the fare or OBC. There are a couple of large internet agencies that do this.

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