Celebrity has likely lost 2 previously loyal guests

[NEFoodies]

This is being written with sadness. My husband and I have enjoyed sailing with Celebrity for more than 10 years. We enjoy the concierge class amenities and have identified the Millennium class ships as our preferred class for sailing. Sadly, a recent issue may result in us never sailing on Celebrity again.

 

In April 2015 we were on the Summit and decided to book our next cruise in order to secure the "All In" perks ($300 OBC, pd gratuities and Classic Bev. Pkg.). We (and our travel companions, friends we had introduced to Celebrity) noted that as we wanted to plan out a bit, the cruise we were interested in (specifically Alaska 2017) had not yet been announced and as such we questioned whether we could book on-board. We were assured by both the sales manager and a sales associate that we could book any random cruise in the cabin class we would want and when the 2017 Alaska cruise dates were released we could simply change the reservation retaining all the perks.

 

On two separate phone calls with Celebrity cruise vacation specialists first in October 2015 with Marianne, and then in November 2015 with Tyson, we were assured that when the Alaska 2017 dates were released we would be able to simply change our reservations and transfer the perks offered on board with the reservation.

 

On January 3rd I called to change our June, 2016 cruise reservation to the Celebrity Infinity Hubbard Glacier July 23, 2017 sailing. I wanted to book a concierge class (C2) cabin and expected to be paying the flat C3 rate due to the one level upgrade my captain's club status affords me and I also expected that I would carry over the perks secured on board the Summit in April 2015. After putting me on hold twice for a total of almost 30 minutes, Jeffrey came back on and shared that the "all in" promotion expired April 2017 and that the sales people who had indicated otherwise "should not have done that". He suggested that I write to the corporate office to express my concerns. I immediately did, though I do NOT believe that I should have to help Celebrity correct their inconsistent application of policy and protocol. At the time of writing this, we have received no response.

 

My issue is not the amount of money (the "good, better, best" promotion is not bad). My issue is that this has become a pattern of declining customer service from Celebrity corporate office. We have, over the last four years, had to correct errors made to dining reservations, billing, and excursions. The website has been erratic and the customer service on the phone has been almost infuriatingly inefficient and ineffective. We have nothing bad to say about the crew of any Celebrity ship we have been on but I don't want to feel devalued by the parent company. I simply cannot abide the apathy being evidenced by corporate management towards loyal customers.

 

Maybe it's time to look at Oceania.

[jelayne]

We're the reps you spoke to on the phone Captains Club reps? If not you may want to contact the Captains Club, unfortunately too often the info given out by the phone reps is inaccurate.

[jabrown40]

We are about to take our first Celebrity Cruise, and I'm hoping that all of the negativity I've read about doesn't hold true for us. While I can't excuse the mixup in your Alaska booking, we have had absolutely no problems with any of the online bookings, website issues, express check in, etc. We changed our cruise four times, and each time the Celebrity travel planner was gracious and helpful. With that being said, I keep reading about people jumping to other ships, so I'm a little nervous. After our last NCL cruise, we said never again to that line. I hope cruising is not going to become a thing of the past for us!

[ghstudio]

Unfortunately, celebrity could care less if you or anyone else has a problem....loyalty means nothing these days. Sorry about the way they treated you, but that won't help....

[norwegianwood57]

In my many years of dealing with Celebrity, I have found that it is all about luck. If you get a knowledgeable rep, one with many years of experience, your dealings will go smoothly. If not, you are in for a wild ride and I have had many of those.

 

I had an occasion where the rep was so rude that I asked for her manager, she told me she WAS the manager.

 

Dont waste your time.

 

Here is what works for me. As soon as they pick up your call, if you sense an attitude, a rudeness of any kind, dont waste your time. Hang up and call again. Eventually, you will get someone with customer service experience, someone who loves their job, someone who appreciates your loyalty to the brand.

 

It is unfortunate that you have to do that, but I am sure that in every business, there are those that are just there , rude , attitudinal, passing the buck to someone else because they are just too lazy to deal with it, those with chips on their shoulders that no matter how right you may be, they will not give an inch.

 

Im sorry this happened to you. I have had wonderful and horrible experiences with Celebrity, Oceania, Azamara.

[GUT2407]

Their phone reps are hopeless.

 

But the same is true for most lines.

[norwegianwood57]

Their phone reps are hopeless.

 

But the same is true for most lines.

 

Yes I totally agree with you.

[rjrpar]

Never will understand why Celebrity doesn't stand by what their front line people tell customers. Just by stating that they were wrong doesn't cut it

[Mango Mike]

We are about to take our first Celebrity Cruise, and I'm hoping that all of the negativity I've read about doesn't hold true for us. While I can't excuse the mixup in your Alaska booking, we have had absolutely no problems with any of the online bookings, website issues, express check in, etc. We changed our cruise four times, and each time the Celebrity travel planner was gracious and helpful. With that being said, I keep reading about people jumping to other ships, so I'm a little nervous. After our last NCL cruise, we said never again to that line. I hope cruising is not going to become a thing of the past for us!

 

Ditto.

 

With the exception of a couple minor issues (dropping a stop at Dominica in exchange for an overnight in Sint Maarten and one other tiny concern, 2 things that we're not going to let ruin our vacation), I've had nothing but fantastic customer service with my reservation.

 

Although we wont be able to compare now to years past since this is our first Celebrity cruise, I too worry that with all the negativity I'm reading, Celebrity isn't going in the wrong direction.

[BBsails]

Signing in to report that I had a stellar experience booking a B2B with a phone rep today. He couldn't have been more knowledgeable or more professional.

 

Betsy

[cheeseheads4ever]

I agree with luck. You contact any company and you get a stellar customer service who is more than willing to help or you get someone you can't understand and has horrible skills.

Personally we have had great luck with celebrity so far..

Will see how cruise goes in February. Always have a good time though.

[ORV]

Signing in to report that I had a stellar experience booking a B2B with a phone rep today. He couldn't have been more knowledgeable or more professional.

 

Betsy

 

Did you get a discount for booking a B2B?

[mcrcruiser]

This is being written with sadness. My husband and I have enjoyed sailing with Celebrity for more than 10 years. We enjoy the concierge class amenities and have identified the Millennium class ships as our preferred class for sailing. Sadly, a recent issue may result in us never sailing on Celebrity again.

 

In April 2015 we were on the Summit and decided to book our next cruise in order to secure the "All In" perks ($300 OBC, pd gratuities and Classic Bev. Pkg.). We (and our travel companions, friends we had introduced to Celebrity) noted that as we wanted to plan out a bit, the cruise we were interested in (specifically Alaska 2017) had not yet been announced and as such we questioned whether we could book on-board. We were assured by both the sales manager and a sales associate that we could book any random cruise in the cabin class we would want and when the 2017 Alaska cruise dates were released we could simply change the reservation retaining all the perks.

 

On two separate phone calls with Celebrity cruise vacation specialists first in October 2015 with Marianne, and then in November 2015 with Tyson, we were assured that when the Alaska 2017 dates were released we would be able to simply change our reservations and transfer the perks offered on board with the reservation.

 

On January 3rd I called to change our June, 2016 cruise reservation to the Celebrity Infinity Hubbard Glacier July 23, 2017 sailing. I wanted to book a concierge class (C2) cabin and expected to be paying the flat C3 rate due to the one level upgrade my captain's club status affords me and I also expected that I would carry over the perks secured on board the Summit in April 2015. After putting me on hold twice for a total of almost 30 minutes, Jeffrey came back on and shared that the "all in" promotion expired April 2017 and that the sales people who had indicated otherwise "should not have done that". He suggested that I write to the corporate office to express my concerns. I immediately did, though I do NOT believe that I should have to help Celebrity correct their inconsistent application of policy and protocol. At the time of writing this, we have received no response.

 

My issue is not the amount of money (the "good, better, best" promotion is not bad). My issue is that this has become a pattern of declining customer service from Celebrity corporate office. We have, over the last four years, had to correct errors made to dining reservations, billing, and excursions. The website has been erratic and the customer service on the phone has been almost infuriatingly inefficient and ineffective. We have nothing bad to say about the crew of any Celebrity ship we have been on but I don't want to feel devalued by the parent company. I simply cannot abide the apathy being evidenced by corporate management towards loyal customers.

 

Maybe it's time to look at Oceania.

 

With over 40 Celebrity sailings & a total of 70 cruises ,we can certainly understand how you must feel .

 

Although we have had miss communication problems with some Celebrity representatives on the phone ,including Captains Club reps . ,we can say that we never encountered the level of problems ;which you have experienced ,

 

When booking on board one of the Celebrity ships ,didn't you get the information in writing ? If you did not get it in writing you really don't stand much of a chance ,unfortunately . Today's world is very different than the take responsibility world which we grew up . :rolleyes:

 

I personally don't agree with any company ducking the issues promised by their reps on phone calls or in person :eek:.Most phone calls are monitored today . The sales of any thing on a phone call is part of that contract . In other words what a company rep promises is part of that contract .However ,to be on totally safe grounds ,a written deal is imperative .Then ,if ignored by any company could be enforced in a court of law ,if deemed necessary

 

We wish you well about looking elsewhere ;but ,be aware that Oceania is now owned by NCL . We much prefer the new Viking ships .Look at what they offer & no casinos .They are more into personal enrichment on their cruises . They are very luxury minded with all the excursions ,wines/beers included .In fact they do what they do on river cruises on their ocean vessels :D

[gopro63]

Maybe it's time you allow a ZTA to do your business then the ship, SALES they got your deposit, and that is all that matters to them.

 

I agree they can not get certain things right. But I would get to a TA, and see what they cando for you.

[Chelly]

Try Oceania. Maybe that cruise line will treat you better.

 

However, referring to your quote below......this is happening throughout the cruise industry. (been cruising for nearly 40 years. )

 

".....My issue is not the amount of money (the "good, better, best" promotion is not bad). My issue is that this has become a pattern of declining customer service from Celebrity corporate office. We have, over the last four years, had to correct errors made to dining reservations, billing, and excursions. The website has been erratic and the customer service on the phone has been almost infuriatingly inefficient and ineffective. We have nothing bad to say about the crew of any Celebrity ship we have been on but I don't want to feel devalued by the parent company. I simply cannot abide the apathy being evidenced by corporate management towards loyal customers. "

Edited January 11, 2016 by Chelly

[Orator]

Once again: One should not confuse Celebrity Cruises as represented by some in a Miami with Celebrity Cruises represented my 99.9% of the staff on the ships.

At times I've been frustrated by some in Miami who really were not fully informed. At times I've been frustrated by some TAs who just were not helpful. But, I've rarely been frustrated by the great staff on the ships who try to do their best to give me a great cruising experience. That's why Celebrity is my cruise line of choice.

[thecruise_guy]

Their phone reps are hopeless.

 

But the same is true for most lines.

 

I don't think it's fair to say the phone reps are hopeless. Consider this; Celebrity has proven they do not care about their customers and Celebrity has proven to be extremely inconsistent with information the release to the public. Imagine, if Celebrity doesn't care about their paying customers, I bet they care even less about the people they pay to do the job. If employees do not feel valued then they will not care to do an outstanding job. Yeah they are inconsistent with their information, but they are only relating the info they have been given and we all know how inconsistent Celebrity is with providing information so they are just as in the dark as we are. So before you call them hopeless, imagine their situation. I'm sure there are lots of minds ready for greatness but they are working for a company who doesn't care and so they are just dragging by trying to get out of there at the first chance they get.

[Bo1953]

Okay, okay, okay, I give NEF the benefit of understanding what was told to them verbally on ship last year.

 

I wonder how many other passengers call and claim they were told something on board which turns out to be not exactly accurate or product changes etc.. that would be a potential night mare for the company. If it were only one or two passengers, even 15 or so, then that is asorbable by the likes of X, yet without any tangible evidence that this is in fact what one was offered at that time, it would be difficult/expensive to 'make it right' for every person who called with a similar situation.

 

I Am sorry that this did not result in a 'good' experience for NEF and I know they will make a good decision about rather to move forward and book again or not with X.

 

A lesson for the rest of us....

 

Sorry again and bon voyage

Edited January 11, 2016 by Bo1953

[GUT2407]

Never will understand why Celebrity doesn't stand by what their front line people tell customers. Just by stating that they were wrong doesn't cut it

 

One issue is proving that the person said it.

[hulamoon]

I also agree the onboard experience is usually awesome, but not all together every darn time.

 

I have also had good phone service on occasion and of course some people know what they are talking about.

 

I will offer this experience though. I had a booking where the onboard team wrote the notes down in the booking and off shore refused to give it to me. I called back numerous times and broke down in frustration. Partly because I really do want them to be everything they say they are and I find it outrageous they would not honor what was written. Since then they have honored it and we will see when I go to make the payment if all is still on good terms.

[GUT2407]

I don't think it's fair to say the phone reps are hopeless. Consider this; Celebrity has proven they do not care about their customers and Celebrity has proven to be extremely inconsistent with information the release to the public. Imagine, if Celebrity doesn't care about their paying customers, I bet they care even less about the people they pay to do the job. If employees do not feel valued then they will not care to do an outstanding job. Yeah they are inconsistent with their information, but they are only relating the info they have been given and we all know how inconsistent Celebrity is with providing information so they are just as in the dark as we are. So before you call them hopeless, imagine their situation. I'm sure there are lots of minds ready for greatness but they are working for a company who doesn't care and so they are just dragging by trying to get out of there at the first chance they get.

 

 

Still hopeless.

 

Either because they are OR

 

Because he line doesn't train them, keep them up to date.

 

Either way, hopeless.

 

Won't touch on the fact that most can barely speak English, hate to think how other nationalities get on.

[hulamoon]

Many of us know a lot about the cruise line benefits and even we can barely keep up with the changes, I am not sure how they can. As we know they often read from the website and that is confusing as it is different onboard than as written.

[Brad1185]

I feel your pain.

 

In your heading for the post I wish you left out the word likely.

 

The only way to get their attention is not cruise with them.

 

Then maybe celebrity will stop taking their customers for granted and start treating the customer with some respect.

[Josie2]

My experience today ... I put a courtesy hold on a cruise yesterday. Every cabin I tried to book was unavailable so I figured it was their usual website issues. I called today to book my desired room and make my $25 pp deposit. Got my room no problem. Phone rep had no clue about the $25 pp deposit promo. I was on hold for a few moments. She came back to tell me this cruise not eligible. While I was on hold I did a mock booking online. Final step asked for my credit card for the $25 pp deposit. I told her this and asked her to check again. Sure enough, she returned to confirm what I already knew. I can't believe these reps are not informed of these major promos before they start their shift!

[Orator]

I feel your pain.

 

In your heading for the post I wish you left out the word likely.

 

The only way to get their attention is not cruise with them.

 

Then maybe celebrity will stop taking their customers for granted and start treating the customer with some respect.

 

These things won't happen as long as they continue to leave full. Do you think anyone really cares whose in a cabin? The important factor for them is the amount of revenue generated per cabin. A new cruiser tends to spend more on extras than a frequent "loyal" cruiser.

I'm always treated with great respect while on the ships.