Celebrity has likely lost 2 previously loyal guests

[warmwinds]

I don't think she had to prove that the rep said it. I think they agreed that they did...her problem came when they then said it would "expire" just a few months before the cruise she wants to take (I think she said it would expire April 2017, and she wants her Alaska cruise summer 2017).

 

This is what bothers me a lot. Not grandfathering in things that were promised and agreed to. I don't want to drag up the AQ water again, but it's the same thing. If you promise something to someone, you should follow through and provide it. Just like the OP was promised her booking perks, don't say "oops, too bad, we decided to cancel them before you got a chance to book".

 

Respect that when we book we have entered into a contract with you, Celebrity, and we expect you to uphold your part of the bargain (that you will give and do what you promised to give and do at the time we booked). It seems that concept is very foreign to you these days.

[NEFoodies]

Thanks to all the encouraging, kind and validating words. The reason the thread title included the word "likely" is because I remain the eternal optimist and always hope that perhaps it was simply a bad moment in time. However, MDH and our travel companions have asserted that in the absence of any outreach by Celebrity, the Alaska (and any future) cruise with this line is out of the question.

 

To those looking forward to their first cruise with Celebrity...ENJOY! We have consistently loved the crew and always marveled at the service experienced on board all of the Celebrity ships.

[hulamoon]

I completely understand the optimism, I have it too and that is why I think people stick around CC hoping to hear a shift has occurred. Plus, who knows if switching will really get you better respect in these areas. Vacations are emotional experiences and it is understandable some of us have more hope than reason sometimes.

 

As far as reaching out, I can say, they may not. I waited weeks for the call back after my survey and after I received another survey about the response to the first survey I called, because no one ever called.

 

I didn't fill it out, even though it says post cruise survey response because no one can tell if it for someone who never called me or the nice man who helped reclaim my bonus points.

 

I was told the survey never goes to a person and no one reaches out, that there is no way anyone knows that you asked for a call back. This is a bit crazy to me and slightly confusing because on a B2B they do know everything you said in the first survey, but maybe its numbers not comments.

[Iamthesea]

Thanks to all the encouraging, kind and validating words. The reason the thread title included the word "likely" is because I remain the eternal optimist and always hope that perhaps it was simply a bad moment in time. However, MDH and our travel companions have asserted that in the absence of any outreach by Celebrity, the Alaska (and any future) cruise with this line is out of the question.

 

To those looking forward to their first cruise with Celebrity...ENJOY! We have consistently loved the crew and always marveled at the service experienced on board all of the Celebrity ships.

 

Like the OP, we have always been told that if we change a cruise and keep the same reservation number that the perks go with it. In the past, that did happen. However, the last time we changed a cruise AUS/NZ February 2016, to AUS/NZ February 2017, the only perk that stayed with us was the $200 OBC for booking the original cruise onboard.

 

We were not allowed to keep the 3 perks that we had (probably from the 1-2-3 or All In) because that promo was no longer being offered. We had our pick from the GO Promo...only one. The cruise was more the next year, as well.

 

And then a few days after we switched the cruise, Celebrity said that we could pick 2 incentives for our cruise. Great... except the rate for our stateroom went up. :rolleyes:

Edited January 11, 2016 by Iamthesea

[cl.klink]

... but ... does a cruise line want repeat customers, or new ones? It seems to me that they would want new ones. They'll be less savy about what to buy and what not, willing to buy or pay for things that an experienced traveller may not. The demand for cruises is high so I am not sure that they need loyal customers all that much. I think the desire for customer satisfaction has more to do with publicity affecting new business from potential new customers more than return business from the one customer in question. The illusion of a reciprocal relationship and help to each other from customer loyalty increasingly feels like a deception to me.

 

- Joel

[neverbeenhere]

Oh monocled one, you are probably correct, but a balance seems to be a better long term strategy.

[Host Jazzbeau]

Not defending Celebrity for refusing to honor a prior commitment, but one reason why their reps are unable to do this might be that since the 1-2-3 promotion never applied to this cruise the computer hasn't been programmed to allow them to input those perks on that cruise. We all know how great the Celebrity website is [NOT!], so this seems likely to me -- wouldn't the same lame programmers be responsible for the customer-service-side programming too?

Edited January 11, 2016 by Host Jazzbeau

[thecruise_guy]

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.

 

I disagree, I think it has more to do with the fact that Celebrity does not care about their customers or their employees with regards to keeping them informed and happy. Also, most Celebrity employees are based out of Wichita Kansas so I think their English is just fine.

[az_tchr]

Couple of rules - get everything in writing. Book with Celebrity directly and then ask whatever you agree to to be immediately confirmed in writing.

 

The problem for the OP is the promotions changed as did the rules. At the time of the original booking the perks would transfer. Sort of laugh because when we get to within 6 or 9 months of the 2017 cruise the promotions will change again and the perks probably will transfer

 

Agree with those who have stated that it is much the same with other similar mass market cruise lines. Celebrity phone reps do try hard but have an ever changing mass of promotional deals. Impossible.

 

Also two comments - for what a cruise on Oceania costs it had better have perfect customer service (ie. Azamara does not have the same problems as Celebrity). Last, transfer your booking to a good TA within 60 days of making it and let them fight and deal with all the BS. You do not need to.

[teecee60]

 

Once again: One should not confuse Celebrity Cruises as represented by some in Miami...

 

...with Celebrity Cruises represented by 99.9% of the staff on the ships.

 

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.

 

 

 

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

 

 

 

Perhaps the answer is to CRUISE with Celebrity... but not to BOOK with Celebrity.

 

 

I have booked directly with Celebrity only once. Although that experience was fast and easy as well as friendly and efficient, I paid more money than I SHOULD have or COULD have, had I booked the same cruise on the same day through an online agency.

 

I would NEVER book directly with Celebrity, either on board or otherwise, as it (almost) guarantees you will pay the HIGHEST price possible.

 

Can people not see that the never ending, almost ridiculous marketing schemes, along with the onboard "promise them anything to get a deposit" mindset, is designed to make you THINK you are getting a good deal, and to separate you from as much of your money as they possibly can?

 

I absolutely LOVE cruising with Celebrity, but I book through online sites for either LESS MONEY and/or MORE PERKS...and with absolutely NO problems.

Edited January 11, 2016 by teecee60

[Brad1185]

New people do probably spend more onboard.

 

A lot of new people that I know only plan to cruise once a year. I was averaging 4 - 5 times a year.

 

I was probably spending more per year with the cruise line than most new cruisers. I guess As long as the cabins are filled with new people they don't need the 5 times a year cruiser.

[c-legs]

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.

This is an excellent description, and accurate as well, of a trend that's been ongoing for a little while....and now becoming not so subtle.

The shipboard product is still quite good,in spite of a clear dilution in its

standard....but the shoreside aggravations have increased.

You are presenting views now shared with quite a few loyal guests , and you would not be the last ones to revisit their cruising options.

It's regrettable that Celebrity is going about the ''cleansing'' & rejuvination of their clientele base is such a way....but....that's the way their cookie crumbles, as the saying goes.....

 

Join the list.

[Jade13]

Like the OP, we have always been told that if we change a cruise and keep the same reservation number that the perks go with it. In the past, that did happen. However, the last time we changed a cruise AUS/NZ February 2016, to AUS/NZ February 2017, the only perk that stayed with us was the $200 OBC for booking the original cruise onboard.

 

 

 

We were not allowed to keep the 3 perks that we had (probably from the 1-2-3 or All In) because that promo was no longer being offered. We had our pick from the GO Promo...only one. The cruise was more the next year, as well.

 

 

And then a few days after we switched the cruise, Celebrity said that we could pick 2 incentives for our cruise. Great... except the rate for our stateroom went up. :rolleyes:

 

 

This is exactly our understanding. When switching a cruise booked onboard to another sailing, you only get to keep the low book on board deposit and OBC for booking onboard. The price and perks associated with changing a booking are dependent on the current pricing and promos. Alina the FCC onboard Millennium certainly never told us the perks and pricing would remain the same if we moved a booking and neither has any other future cruise consultant.

 

If I understand correctly the OP wants to move to a booking past April 2017 and now the lowest pricing comes with one perk and not three perks. They are not only changing the sailing date but pushing it out to another year. Both of our bookings after April 2017 only include one perk (you pay additional for Better and Best). No onboard future cruise consultant is going to guarantee the same rate for a cruise booked in the future because they do not know the rates.

 

This is not the first post where someone believed they could move a cruise date and the rate of the cabin with the same number of perks would remain the same.

Edited January 11, 2016 by Jade13

[Jade13]

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

by corporate management towards loyal customers.

 

Maybe it's time to look at Oceania.

 

 

To clarify, you thought you could book a future cruise (deposit) in 2015 with dummy booking for 2016 (cruise you never intended to take) and rate with 3 perks would remain the same when you moved the booking to an April 2017 date (or two plus years after you paid the deposit), correct?

Edited January 11, 2016 by Jade13

[Wiltonian]

Couple of rules - get everything in writing. Book with Celebrity directly and then ask whatever you agree to to be immediately confirmed in writing.

 

o.

 

Given that initial invoices are notorious for not showing offers such as free bev. packages, I take screen-grabs at every stage of the booking to record the offers that the website was promising when I booked. Just a little insurance!

 

Stuart

[gopro63]

3rd party may have been your issue and some others not knowing

[mcrcruiser]

Perhaps the answer is to CRUISE with Celebrity... but not to BOOK with Celebrity.

 

 

I have booked directly with Celebrity only once. Although that experience was fast and easy as well as friendly and efficient, I paid more money than I SHOULD have or COULD have, had I booked the same cruise on the same day through an online agency.

 

I would NEVER book directly with Celebrity, either on board or otherwise, as it (almost) guarantees you will pay the HIGHEST price possible.

 

Can people not see that the never ending, almost ridiculous marketing schemes, along with the onboard "promise them anything to get a deposit" mindset, is designed to make you THINK you are getting a good deal, and to separate you from as much of your money as they possibly can?

 

I absolutely LOVE cruising with Celebrity, but I book through online sites for either LESS MONEY and/or MORE PERKS...and with absolutely NO problems.

 

TeeCee you are 1000% correct on by only booking with a reliable TA for any cruise line . As you are aware there are web sites that will get competitive TAs biding for any cruise & extend extra perks like OBCs ,free trip insurance ie ,

 

On board the ship Celebrity crews are fabulous & friendly .We have never encountered rude or unhelpful ship personnel in over 40 Celebrity cruises .:D

 

Their land staffs including management on land have a need for lots of improvement . :o

 

As the world & US economies continue to contract in 2016 & with the addition of new cruise ship being built ,there will again be the need to fill berths ;).I can assure you & every one on this thread that their marketing departments will be in full high gear ,just to keep marginal profitability . In fact ,for those that can afford frequent travel on cruises or land will see very attractive pricing :D

 

Another interesting fact is the very strong US dollar ,now at very high levels vs the Canadian & Australian currencies :D. Taking a train ride from Vancouver to Calgary to the rocky Mts right now is a great deal when US citizens buy with American credit cards (no exchange rate fee type of CCs ).A deep discount .Same for trips in Australia :D

[AtleeH]

That is correct.

 

As long as the ship if full, X doesn't care. In fact, X would rather have a ship full of 1st timers rather than a ship full of experienced cruisers.

 

New people do probably spend more onboard.

 

A lot of new people that I know only plan to cruise once a year. I was averaging 4 - 5 times a year.

 

I was probably spending more per year with the cruise line than most new cruisers. I guess As long as the cabins are filled with new people they don't need the 5 times a year cruiser.

[DYKWIA]

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 agree. It might make it more difficult if you got something in writing at the time, rather than having to rely on he said, she said

Edited January 11, 2016 by DYKWIA

[grandgeezer]

Anybody with an ounce of business intellect knows you have to grow the business just not change demographics of the customer. Getting new customers is great but the trick is to make them regular ones. One and done is only a temporary gain, your main lifeline is your repeat customers, that's why you see all the loyalty programs.

Over the last five years, we've averaged over 40 days, a year, at sea. Now we are down to 0, waiting to see how things shake out. If it doesn't work out, no big deal. We refuse to let drinks change our view of the current product offered, we worked too hard for our money to throw it away.

[Bo1953]

I don't think she had to prove that the rep said it. I think they agreed that they did...her problem came when they then said it would "expire" just a few months before the cruise she wants to take (I think she said it would expire April 2017, and she wants her Alaska cruise summer 2017).

 

This is what bothers me a lot. Not grandfathering in things that were promised and agreed to. I don't want to drag up the AQ water again, but it's the same thing. If you promise something to someone, you should follow through and provide it. Just like the OP was promised her booking perks, don't say "oops, too bad, we decided to cancel them before you got a chance to book".

 

Respect that when we book we have entered into a contract with you, Celebrity, and we expect you to uphold your part of the bargain (that you will give and do what you promised to give and do at the time we booked). It seems that concept is very foreign to you these days.

 

 

You are so right when indicating that X should 'follow through on promises..', well, from what I have read from the OP, X would follow through on the 'original booking' but the booking was being changed. Are you indicating that 'perks' should follow us until we decide to sail after making a commitment to sail and change it?

 

Yes, it is unfortunate that they were told that all 'perks' could be kept, but there is a life cycle to these things and as such, expiration!

 

I Am sure for those who booked classic beverage packages before the increase will find that the pricing will increase soon as the extension is about to expire for upgrading for only $10/day.

 

Maybe, just maybe, if the cruise was paid in full before changing, the perks would have moved with them? Do not know, just a question.

 

Bon voyage

[Baron Barracuda]

My understanding is the same as Jade13's.

 

In late 2014 they called the promo the "Voyage Special" and while on Reflection I used it to book four future cruises. I made sure to pay attention and ask lots of questions as the deposits were non-refundable.

 

I wanted to space my reservations out, but at that time X's calendar was only open thru 4/16. I asked the onboard rep (Maria Nunes) whether I could book dummy reservations and then transfer them once the 2016-17 calendar opened up. She said yes, however there were a couple of caveats. The "Voyage Special" was essentially an up to $500 credit for booking while aboard ship which could be combined with one additional offer. The best offer at that time was 123 all-in. She warned me that should I transfer the booking to another sailing I would keep the onboard booking credit however the additional offer would change to whatever was available at that time (currently BBB). She also definitely told me that the promo only applied to sailings through 4/17. When I got home I ran this past my TA who concurred. Later, once the 2016-17 schedule was released I quickly changed two of my sailings while 123 all-in was still being offered.

 

Recommendation - ask very specific questions and bring a magnifying glass. It's always the small print that comes back to bite you.

[JobbesL]

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!

 

Having worked for retail, keeping the staff up-to-date with ongoing promotions is not as easy as you would think. CSRs, I'm quite sure, are not salaried and scheduled to work sporadically within a week. If a promotion was launched by corporate on the day a particular employee was OFF, there is a high probability that this employee would be clueless on the new promotion. That's the reason why they sometimes have to put us on hold -- so that they can't confirm with their co-CSR or manager. Also CSR jobs have a high turnover rate, so it really gets arduous in keeping all CSR on the same page with all the current promotions.

Edited January 11, 2016 by JobbesL

[ghstudio]

Having worked for retail, keeping the staff up-to-date with ongoing promotions is not as easy as you would think. CSR I'm quite sure are not salaried and are scheduled sporadically within the week. If a promotion was launched by corporate on the day a particular employee was OFF, there is a high probability that this employee would be clueless on the new promotion. That's the reason why they sometimes have to put us on hold -- so that they can't confirm with their co-CSR or manager. Also CSR jobs have a high turnover rate, so it really gets arduous in keeping all CSR on the same page with all the current promotions.

 

Agree....I'd add that one of the keys to giving a good CSR experience for your customers is having a robust computer system used to support the CSR's....it has to be up to date, it has to have current scripts, it has to have current FAQ's and Q&A's. Putting together that sort of system and maintaining it is quite difficult.

 

Given many of our experiences with Celebrity's web sites, I'd go out on a limb and guess that their CSR support systems are not state of the art....and in many cases, the CSR's are probably looking at exactly the same thing you looked at which caused you to call them in the first place.

Edited January 11, 2016 by ghstudio

[Cruising89143]

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!

 

When we were about to take our first cruise on X I was a little nervous due to the posts on this board. What I found on board was a very good product. Perfect? No but I have yet to have a perfect cruise in 30 years. I have always found that shore side customer service to be lacking with every cruise line that I have dealt with. Seems to be their weakness. Communication issues with the left hand not always knowing what the right hand is doing. Have a great cruise.