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Met head of Loyalty for Celebrity

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5 hours ago, bob278 said:

Exactly.  I lived through a perfect example of that  few years back on Delta.

 

They had priority boarding for Medallion members and, at that time, boarded by zones.  The gate agent announced "Folks, we have 103 passengers on this flight and 97 of you are Medallions so we are going to board strictly by zones".

 

Nobody should care why someone else has the same perks they do.  The only reason it might matter at all is if there are so many, the perk is less valuable.

 

But let's not lose sight of the fact that the truth is it isn't a loyalty program.  It is a business providing incentive to get you to give them more of your dollars.  A loyalty award is a gift with no strings.  These perks require you to spend more money to get them. 

 

An example of what I mean is a true gift I got when I reached a million miles on Delta.  They gave me a choice of several gifts.  The fact that I chose a really nice carry-on bag that made quite a few more Delta flights was coincidental as there was no requirement for me to ever board another Delta flight.

 

I don't believe boarding by zones compares to a nearly complete matching of rewards.  If you're (A) Diamond Medallion, and (B) always book First Class, and (C) New Rule: First Class passengers get comped Diamond Medallion benefits before and during the trip, you might feel somewhat forgotten.  

 

You hit the nail on the head, it isn't a loyalty program, which is always a two way street.  If I were the type of flyer mentioned above, and Delta made these rule changes, there would be little reason to even worry about keeping the status. If a first class ticket on Emirates were fairly priced, why not jump airlines?  If and when you return to Delta, that first class upgrade is always waiting...

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16 hours ago, Texed said:

 

I disagree.  In my opinion, that is why the loyalty program on Celebrity has been diluted because there is crossover from RCI.  If everyone has "priority", no one has priority.  😊 

 

 

I totally agree!

 

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I have heard of OBC given for B2B cruises,but it seems like the amount is low ($50 or $100? Based on cruise length?). 

 

What about getting bonus Captain Club Points when booking a B2B (the bonus amount increasing with each CC level). Thoughts?   

 

 

 

 

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Posted (edited)
8 minutes ago, Shadow9612 said:

I have heard of OBC given for B2B cruises,but it seems like the amount is low ($50 or $100? Based on cruise length?). 

 

What about getting bonus Captain Club Points when booking a B2B (the bonus amount increasing with each CC level). Thoughts?   

 

 

 

 

 

 

I'd much rather have that $100 (and we book lots of B2Bs) !!!

And it's not OBC - it's $100 off the cruise price.

Edited by chamima

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On 3/19/2019 at 7:01 PM, Happy Cruiser 6143 said:

 

I know where to go and what to do upon boarding.  It's still nice to be escorted.  It's absolutely essential when getting off the ship if you want to bypass lines and crowds.  If I've paid a premium for my cabin, I expect it.  If I haven't paid a premium, then no problem.

And thats why NCL does it better for Haven guests who have paid a Premium, than Celebroty does IMHO.

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1 hour ago, Shadow9612 said:

I have heard of OBC given for B2B cruises,but it seems like the amount is low ($50 or $100? Based on cruise length?). 

 

What about getting bonus Captain Club Points when booking a B2B (the bonus amount increasing with each CC level). Thoughts?   

 

 

 

 

 

54 minutes ago, chamima said:

 

 

I'd much rather have that $100 (and we book lots of B2Bs) !!!

And it's not OBC - it's $100 off the cruise price.

And the discount is applied to both cruises.

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2 hours ago, Shadow9612 said:

I have heard of OBC given for B2B cruises,but it seems like the amount is low ($50 or $100? Based on cruise length?). 

 

What about getting bonus Captain Club Points when booking a B2B (the bonus amount increasing with each CC level). Thoughts?   

 

 

 

 

Why would anyone deserve bonus points for BTB? They already get a new set of benefits because it’s a separate cruise.

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7 hours ago, chamima said:

I'd much rather have that $100 (and we book lots of B2Bs) !!!

And it's not OBC - it's $100 off the cruise price. 

I meant in addition, not instead.  and OOPS, I don't know why I typed OBC, I was thinking discount off the cruise price..

 

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6 hours ago, bob278 said:

And the discount is applied to both cruises.

Is the discount per person, or per cruise booking?

 

5 hours ago, Ma Bell said:

Why would anyone deserve bonus points for BTB? They already get a new set of benefits because it’s a separate cruise.

My thinking was that $50 off each cruise is not really that much.  For me, every discount helps, and the discount would certainly be appreciated since I realize X doesn't need to give anything.  [I haven't done a B2B yet so am also still learning].  Since the topic was about loyalty and benefits, the idea just popped into my head :) 

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It's $50 per stateroom for shorter cruise 7 days or longer and $100 per cruise for longer cruises.  I'd assume the range is 7-10 is $50 and 11 or more is $100.  I did find out recently that my 6 day didn't qualify but they did give it for the following 7 day.

 

I think this should be way more and has nothing to do with Captains Club.  I would think more like a %5-10% discount would be more appropriate for B2B sailings.  Heck my TA gives me that much for every cruise.

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1 hour ago, wrk2cruise said:

It's $50 per stateroom for shorter cruise 7 days or longer and $100 per cruise for longer cruises.  I'd assume the range is 7-10 is $50 and 11 or more is $100.  I did find out recently that my 6 day didn't qualify but they did give it for the following 7 day.

 

I think this should be way more and has nothing to do with Captains Club.  I would think more like a %5-10% discount would be more appropriate for B2B sailings.  Heck my TA gives me that much for every cruise.

 

And not every cruise qualifies.

We've done B2B2Bs where one of the three doesn't qualify and the other two do.

I've asked and my TA has asked what the reasoning is and we've never been given a satisfying reason other than "that cruise doesn't qualify".

I figure it's a nice addition (actually a subtraction 😉 ) and I just am happy to get it when I can.

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Posted (edited)
On 3/18/2019 at 5:20 PM, Silkroad said:

I’m reading this thread with interest, and some trepidation. DH and I will experience Elite benefits (yes Elite, not Elite+ or Zenith) for the first time on our upcoming transatlantic cruise on Edge. We earned all our Captain’s Club points on Celebrity, the only line we have sailed. 

 

I had been looking forward to the Captain’s Club cocktail party aboard Edge, because I had hoped to have the opportunity to converse with other people who love travel, by land or by water. I had hoped to have a chance to converse with some of you, or people like you. Many of you have been so generous to the Cruise Critic community, sharing tips, warnings, and private shore excursions, that I have felt welcome, even when I was a cruise newbie. However, some of the comments I have read on this thread, and others, in which Captain’s Club members seem to be dividing themselves into factions by level, and even by how that level was achieved, lead me to wonder if I will feel welcome at the Captain’s Club cocktail party. 

 

Though I don’t anticipate reaching Zenith, I have friends who are in the middle of that vast gap between Elite+ and Zenith. It certainly seems reasonable and fair to add another level midway between the two. 

@Silkroad 

We agree.

Close to crossing over  like you and had been looking fwd to it.

Some of the have/have nots, btdt and griping is disappointing. Thankfully those seem to few and far between

We are not retired yet and have tried various lines over the years. And doing it all with 2 kids in tow it is almost too bad we didn't get the points for paying for all of those cabins! HA😆

Happy Sailing. Hope we meet so I can buy you a drink at the Elite cocktail hour 🍹 Ha

 

 

 

Edited by Fogfog

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Perhaps someone at Captain's Club can explain why Zeniths can no longer have lunch together with Concierge Class upon boarding as has been the practice for the last few years?

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1 hour ago, Fogfog said:

@Silkroad 

We agree.

Close to crossing over  like you and had been looking fwd to it.

Some of the have/have nots, btdt and griping is disappointing. Thankfully those seem to few and far between

We are not retired yet and have tried various lines over the years. And doing it all with 2 kids in tow it is almost too bad we didn't get the points for paying for all of those cabins! HA😆

Happy Sailing. Hope we meet so I can buy you a drink at the Elite cocktail hour 🍹 Ha

 

We’re not yet retired either, but we’re getting closer😁 Happy sailing to you too! Yes, we should definitely meet up, and “buy” one another a round of Captain’s Club cocktails😂  

 

Cheers!

Michelle 

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Posted (edited)
17 minutes ago, Arno. said:

Perhaps someone at Captain's Club can explain why Zeniths can no longer have lunch together with Concierge Class upon boarding as has been the practice for the last few years?

Cutbacks at the Zenith level are not good news for those less than Zenith. If Elite, Elite+ and Zenith level members leave for other lines and are replaced by new cruisers not requiring benefits guess who wins? Addition by deletion can work when the market is good, but....

 

 

I expect to receive some heat for this: People who pay double ought to receive double, but that has caused many to get to the highest level very quickly. I understand that one made Zenith in 14 cruises. Perhaps it would have been better for Celebrity to offer a more attractive price rather than points to singles. That would be one way to control the number of cruisers at the higher levels.

Edited by Orator

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Posted (edited)

I've not been hearing about cutbacks in the published Zenith perks but rather the "extra" perks that Zenith members have come to expect.  Is this correct?

 

I'm following these posts with interest as we have just made Zenith and will be a sailing as such for the first time in May.

 

I've learned to not expect the extras that others have experienced, we have sailed multiple times in CS and RS without getting anything in addition to what was advertised as amenities of the stateroom.  No dining with an officer, no bridge tour etc.

 

As long as the published benefits for each Captains Club level are provided I'm appreciative. 

 

Of course before now I would have appreciated another level between Elite+ and Zenith but now.......🙂

Edited by wrk2cruise

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2 minutes ago, wrk2cruise said:

I've not been hearing about cutbacks in the published Zenith perks but rather the "extra" perks that Zenith members have come to expect.  Is this correct?

 

I'm following these posts with interest as we have just made Zenith and will be a sailing as such for the first time in May.

 

I've learned to not expect the extras that others have experienced, we have sailed multiple times in CS and RS without getting anything in addition to what was advertised as amenities of the stateroom.  No dining with an officer, no bridge tour etc.

 

As long as the published benefits for each Captains Club level are provided I'm appreciative. 

 

Of course before now I would have appreciated another level between Elite+ and Zenith but now.......🙂

Lunch in Bistro on 5 was originally on the list of Zenith benefits. When Bistro became Sushi Zeniths were invited to use it as a substitute for Bistro. Now there are reports that it has ended on some ships.

you are correct that most reductions have been in the non listed categories.

I've cruised on Celebrity since 2000 and don't recall a time when a comp. dinner wasn't given to the "Top Cruiser". It has now been ended. One Zenith was told that it was ended with a letter sent to CC Hosts by the loyalty department. I'd like to see a response by Miami to this charge.

For several years there was a luncheon held in Blu for Zeniths. Then it morphed into Suites and Zeniths and now only top suites.

Officers table invites for Zeniths have  mostly been ended. These invitations are now almost exclusively offered to people in top suites.

A bottle of sparkling wine, or even Champaign were always sent to Zeniths, now only if your cabin includes a bottle. At one time all Zeniths were invited to a Zenith ceremony for a new Zenith. Now the new Zenith must request who is invited.

None of these things are really important as individual items, but in toto shows a direction away from loyalty.

I really appreciate what I receive, but am thankful that I enjoyed several years of more extensive benefits.

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From what I can tell, loyalty programs on cruise lines are really simple, but not well-aligned with what the holding companies need from the programs, and not very much like other loyalty programs in airlines or hotels.

 

The cruise line programs are based on accumulating a point total or cruise-day total over your lifetime and then when you reach each level you are there permanently. You could do 15 nights over a period of 25 years on Princess and be Platinum. How is that what Carnival wants? I'm not as well briefed on Celebrity's program but it sounds like it is similar and similarly ineffective from RCI"s perspective.

 

The most important feature of the airline and hotel plans is that the levels that you can attain that you never lose, like United Global Services, are very hard to attain. The rest of us get status levels that expire in those programs. For example I made "silver" in the Marriott program, with exactly the minimum number of nights, and I'm unlikely to stay at that level based on my plans this year, and forget about attaining a higher level. I made the "premier" level on United in 2001 because they lowered the threshold that year, and I didn't ever qualify for it again. Clearly these programs reward recent customers, not loyal but infrequent customers. If Celebrity modernizes their program I would not be surprised if the permanent levels that remain are very hard to attain and the lower levels will become temporary, and might be based on your most recent business with Celebrity.

 

Some of the comments here suggest that RCI's four brands have a unified loyalty program. While most nights within Marriott earn the same benefit points, not all do. If RCI unifies the loyalty programs, I wouldn't be surprised if some weighting gives more benefits to a dollar on Silversea than a dollar on RCI. Or if not weight of dollars than weight of cruising days.

 

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Cardiffman,  you make some good points.

 

are you sure about your comment concerning Global Services on United?  I am fairly certain that it is not lifetime.  Or maybe they have two levels?

 

American has a lifetime program for Gold (1 million miles) and Platinum (2 million miles) and I believe United has a similar program.

 

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Posted (edited)
14 hours ago, Orator said:

; a coupleAt one time all Zeniths were invited to a Zenith ceremony for a new Zenith. Now the new Zenith must request who is invited.

 

While perhaps an aberration, the practice of inviting all Zenith members [ten upon embarkation] to the induction ceremony for new Zenith members [two; a couple] was still alive and well on Edge as recently as two weeks ago...

Edited by Xport

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On 3/19/2019 at 5:27 PM, Texed said:

 

I disagree.  In my opinion, that is why the loyalty program on Celebrity has been diluted because there is crossover from RCI.  If everyone has "priority", no one has priority.  😊 

Still agree with this core point..

They used to have a much easier  to follow system... making it e en morw complicated  would not be helpful!

 

It would make sense to add the new tier and cap Crossovers at Elite/Diamond...

 

Glad to hear there may be interest in invigorating the Cap Club program...now that the suite life is fairly well established on X  !

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We became Elite on our last cruise and loved all the perks. Laundry, Elite Breakfast, Drinks in the Sky Lounge at 5 - 7 with Canapés and great company! My only grumble is I would prefer to be allowed to decide when I have my drinks.......maybe one with lunch, one at 6 pm in the Sky Lounge and one with dinner. I just don’t like having to rush up at 5 as I am never ready at that time. I usually join the group at 6. 

 

I appreciate other people love the unlimited drinks from 5 - 7 and I have no problem with that but maybe one should be allowed choose.

 

As I said we became Elite on the Equinox early February and I must give a big shout out to our Captain Club Hostess she was wonderful and a great asset to Celebrity.

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On 3/14/2019 at 5:27 PM, jelayne said:

 I agree the jump from 750 to 3000 is too big and adding a level at 1500 or even 2000 would be a plus.

Some perks that could be added to the new level are:

increase dry cleaning allowance from 1 piece to 3 pieces

1 free specialty restaurant meal

free Basic internet package 

30% off a beverage package

 

 

 

Good idea re the 30% discount, but good luck getting it.  Just off the Reflection...purchased dining pkg online pre-board.  Price was exactly what everyone pays so went to Guest Relations to ask for the 15% discount allowed Elite Plus (as advised by Captains Club contact prior to sailing).  Referred to C Club rep...she almost came over her desk at me having the nerve to request this.  Told it was already discounted so no 15%.  I mentioned everyone was able to purchase for the same price I paid, so where was the discount.  Not happy with LOYALTY right now in many ways, but especially attitude by this one particular person.  Defiance and disrepect evident all through our conversation.  DH told her to forget about contacting Miami to prove we had this conversation with the 'club rep' on the phone, as it wasn't worth the few $$s to pursue.  But I'll say a little grace would have gone a long way.

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On 3/19/2019 at 5:36 PM, Luvcrusn said:

I'd like the label for Elite and Elite+ changed to almost anything else. Those tend to carry a negative connotation that makes anyone who hears the name feel like they're being "put down" if they're not among that group. The names for the other levels (Classic, Select, Zenith) carry no such connotation nor does Royal's Platinum, Emerald, Diamond, Pinnacle. I have many friends that express their level (only if directly asked and they hide their cards) as "the next one up from Select, or two up from Select" for that reason.

 

Totally agree...the nomenclature is too 'elegant'....we're EP and don't like the inference.  As you say, all the other categories represent a naming classification not a personal one.

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17 hours ago, Arno. said:

Perhaps someone at Captain's Club can explain why Zeniths can no longer have lunch together with Concierge Class upon boarding as has been the practice for the last few years?

Zeniths could be offered lunch in Luminae.

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