Jump to content

Flights By Celebrity - 1 Hour and 40 minutes on hold, then...


Recommended Posts

...I finally get transferred to a rep who informs me that she isn't there to assist with my specific issues, rather she is there to inform me that the hold time will be an additional two to three hours. She asks if I would like a callback instead of waiting on the phone. This is not an emergency; I only want to review certain details about my flight, but it begs the question of whether I should expect a similar fiasco in the event of encountering an actual problem with my flights on the day I am flying?

 

Not a good look for X.

Link to comment
Share on other sites

Maybe or Maybe not...

 

Were you to have an emergency on day of flight are the contact phone numbers the same?

 

While I have never personally used FBC, do they have a portal which one can access to review or can the information be gained from the airline website, possibly?

 

Just thinking outside the box as to if there are alternative ways of getting the "certain details" sought.

 

bon voyage

Link to comment
Share on other sites

When we first started using Celebrity Air, I could get right thru' whenever I called. But this same thing happened to me last week. I did appreciate the call back, which, BTW, was 4 hours later. Since they send the airline company record locator as well as their codes with your confirmation, you can look at your specific reservation on the airline's web site for basic schedule information. 

  • Thanks 1
Link to comment
Share on other sites

2 hours ago, Bo1953 said:

Maybe or Maybe not...

 

Were you to have an emergency on day of flight are the contact phone numbers the same?

 

While I have never personally used FBC, do they have a portal which one can access to review or can the information be gained from the airline website, possibly?

 

Just thinking outside the box as to if there are alternative ways of getting the "certain details" sought.

 

bon voyage

I believe that is the only Flights by Celebrity number. 

Link to comment
Share on other sites

Hi there -  I too have the same concerns.  When I did finally get a callback I also asked that person for an Emergency Travel Team Number for the day I am traveling.

They gave me:  1 800.256.6649 - option 1 twice.

 

Hope that helps.  Enjoy your cruise!

 

  • Like 1
  • Thanks 1
Link to comment
Share on other sites

I had a similar issue when I booked my first Celebrity cruise a couple months ago. 
 

I’ve been on so many vacations and cruises and never bought airline tickets through a 3rd party. But for some stupid reason (I think I was just caught up in the hype of booking a cruise that I knew would sail) I also used Flights by Celebrity.

 

What an absolute nightmare it was to update a name. Hours waiting for someone to answer and then to be transferred again and again. 
 

Then on top of that, the booking said we had no seat assignments. Numerous calls directly to JetBlue confirmed our seat assignments but it was an uneasy feeling right up until the day we left. Why the systems I viewed online said no seats but the agents access said we did, I don’t know but it was an unsettling feeling. Ugh, never again, Celebrity. 

Link to comment
Share on other sites

They are open 24hrs. I used to have to be at work by 05:00. Would wake up at 03:30 and get right through to bored agents who were standing by and attentive to detail. 

Check and double check with the airlines every move celebrity air makes on your behalf. Make sure you get assigned seats. Check with the airline on baggage details. Bon Voyage.

  • Like 2
  • Thanks 1
Link to comment
Share on other sites

4 hours ago, basenji56 said:

I believe that is the only Flights by Celebrity number. 

Okay, usually, most large TA's have emergency contact numbers which are separate from the general contact number.

 

Since I have never used FBC, I can only accept your say in this.

 

bon voyage

Link to comment
Share on other sites

2 hours ago, Bill Miller said:

They are open 24hrs. I used to have to be at work by 05:00. Would wake up at 03:30 and get right through to bored agents who were standing by and attentive to detail. 

Check and double check with the airlines every move celebrity air makes on your behalf. Make sure you get assigned seats. Check with the airline on baggage details. Bon Voyage.

Thank you, it is good to know that there are other times during which one can contact FBC... when NOT an emergency.

 

bon voyage

Link to comment
Share on other sites

It is not just Flights by Celebrity that are having this issue with wait times.

Phoned American Airlines to book a flight using vouchers this week for a trip in November. Hold time was quoted at 4 hours. Had the option to have someone call back. I received the call back 7 hours later.

WestJet and Air Canada are also having these high call volume issues.

Not enough trained agents to answer the calls.

 

 

  • Thanks 1
Link to comment
Share on other sites

I tried to call earlier this evening (around 6pm ET), and after an hour of waiting, I hung up. I called back around 9pm, had no wait time, and all changes are made and confirmed! 

 

I don't know what I was thinking earlier.  🙂 

Link to comment
Share on other sites

39 minutes ago, Bo1953 said:

Thank you, it is good to know that there are other times during which one can contact FBC... when NOT an emergency.

 

bon voyage

There is and the call goes right through.   

 

Some of you may recall my disaster when I arrived at the airport to find out I left my backpack with passport at home.    The were very quick to answer but I ran into a problem  that the AA ticket I had was non-endorsable to another airline and AA didn't have available to FCO for 24 hours.     I ended up booking mileage plus ticket on United with  miles for a flight leaving 1 1/2 hours later.   

 

Iain had all the luggage and I ended up arriving only 2 hours after he did.   Luckily we were staying at FCO Hilton.

  • Thanks 1
Link to comment
Share on other sites

Posted (edited)
18 hours ago, Bill Miller said:

They are open 24hrs. I used to have to be at work by 05:00. Would wake up at 03:30 and get right through to bored agents who were standing by and attentive to detail. 

Check and double check with the airlines every move celebrity air makes on your behalf. Make sure you get assigned seats. Check with the airline on baggage details. Bon Voyage.

I know there is a phone tree option to select if you are currently traveling.  Are you suggesting that agents are available to assist cruisers  with new/revised air bookings, 24 hours a day?  Perhaps you are thinking of a different cruise line than Celebrity?  This has not been my experience.

 

By the way, Princess has a much better Princess Air system.  One can cancel and change an Air reservation on line.  I had to call Celebrity Air every time that I wanted to make a change.

Edited by jagoffee
Link to comment
Share on other sites

21 minutes ago, jagoffee said:

I know there is a phone tree option to select if you are currently traveling.  Are you suggesting that agents are available to assist cruisers  with new/revised air bookings, 24 hours a day?  Perhaps you are thinking of a different cruise line than Celebrity?  This has not been my experience.

 

By the way, Princess has a much better Princess Air system.  One can cancel and change an Air reservation on line.  I had to call Celebrity Air every time that I wanted to make a change.

This is our first time booking Flights by Celebrity, somehow felt “safer” doing so for St. Maarten. Princess Air is so much better. Negotiated prices, but you remain in control of the booking. Not sure I’d do Celebrity air again. 

  • Like 1
Link to comment
Share on other sites

2 hours ago, jagoffee said:

I know there is a phone tree option to select if you are currently traveling.  Are you suggesting that agents are available to assist cruisers  with new/revised air bookings, 24 hours a day?  Perhaps you are thinking of a different cruise line than Celebrity?  This has not been my experience.

 

By the way, Princess has a much better Princess Air system.  One can cancel and change an Air reservation on line.  I had to call Celebrity Air every time that I wanted to make a change.

We've used Celebrity Air (choiceair, Air2Sea, or whatever you want to call it) eight times and have never talked to them. Book online, choose seats online through the airlines and occasionally check flight status, again online, to see if anything has changed. Unlike the cruiselines, the airlines will work with you even though you booked elsewhere. No complaints, would use them, in a heartbeat, if the situation called for it.

  • Thanks 1
Link to comment
Share on other sites

19 hours ago, Bo1953 said:

Okay, usually, most large TA's have emergency contact numbers which are separate from the general contact number.

 

Since I have never used FBC, I can only accept your say in this.

 

bon voyage

What happens when my flight is delayed?

Our Protection benefit provides Assured Arrival as our guarantee to assist our Flights by Celebrity℠ guests when they encounter any flight disruptions that occur through no fault of their own. We have a team of Emergency Travel Specialists standing by that proactively monitor flights and act as a liaison between our ships and our guests. This team is available to assist you 24 hours a day, 7 days a week or by phone 800-533-7803 (Option 3).

 

------------------------------------------------------

This is from the Celebrity website.  There is only one number for Flights by Celebrity.  The website says to press option 3 but the voice mail says to press option 5 for emergency problems.  I would hope that this option would get faster service than the options to make a new reservation or change an existing reservation.

 

Link to comment
Share on other sites

2 hours ago, grandgeezer said:

We've used Celebrity Air (choiceair, Air2Sea, or whatever you want to call it) eight times and have never talked to them. Book online, choose seats online through the airlines and occasionally check flight status, again online, to see if anything has changed. Unlike the cruiselines, the airlines will work with you even though you booked elsewhere. No complaints, would use them, in a heartbeat, if the situation called for it.

Obviously you have never had to cancel a flight or chosen to change a flight.

 

I also have never had a problem selected a seat with the airlines after booking a flight.

Link to comment
Share on other sites

Does anyone know where this office is located? I believe it was once in Wichita with the One Touch people. The last couple of years the reps, knowledgable and polite as they are, do not speak English as their first language. No offense meant at all; I have had fine service from them, just curious

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share

  • Forum Jump
    • Categories
      • Forum Assistance
      • Cruise Critic Live Special Event: Q&A with American Queen Voyages
      • New Cruisers
      • Cruise Lines “A – O”
      • Cruise Lines “P – Z”
      • River Cruising
      • ROLL CALLS
      • Digital Photography & Cruise Technology
      • Special Interest Cruising
      • Cruise Discussion Topics
      • UK Cruising
      • Australia & New Zealand Cruisers
      • Canadian Cruisers
      • North American Homeports
      • Ports of Call
      • Cruise Conversations
×
×
  • Create New...