Responses from Celebrity?

[D C]

I know that many of us have contacted Celebrity through various channels regarding the numerous recent changes (ref:all of the high-response threads), oftentimes receiving a call or other contact in response. 

 

Have any of the responses from X been positive?  It seems as though they have been overall dismissive (that's just the way it is) or uncaring (I'll listen, but I'm not going to say we'll take any action to address or even consider your concerns). Neither is heartwarming. 

 

Any actual positive feedback? 

Edited January 21, 2023 by D C

[NMTraveller]

I contacted them twice a week and a half ago.  Nothing.  Crickets...  Zero response back.

 

I contacted them regarding the reduced/unsatisfactory menu in the MDR.

Edited January 21, 2023 by NMTraveller

[jelayne]

Are you asking about the OV changes or any contact with X re an issue?

[D C]

6 minutes ago, jelayne said:

Are you asking about the OV changes or any contact with X re an issue?

Clarified in the OP

[Jim_Iain]

I've found that contacting Celebrity via e-mail to be hit or miss.   Usually effective but most of the time I hear noting back at all.

 

When I've physically called in I've always been treated very professionally and the problem was fixed quickly.  

 

When I've sent an message to senior management I've always received a response back.   Often as expected it is just the party line with a bit of empathy.  I would expect such a response if complaining about cutback etc.   They do listen and I've seen policies reversed if there is enough negative feedback.   Years ago Lisa in a cost cutting move took away the night time chocolate on the pillows.   Believe it or not there was such an outrage they were back in a couple months.

[the penguins]

4 hours ago, Jim_Iain said:

I've found that contacting Celebrity via e-mail to be hit or miss.   Usually effective but most of the time I hear noting back at all.

 

When I've physically called in I've always been treated very professionally and the problem was fixed quickly.  

 

When I've sent an message to senior management I've always received a response back.   Often as expected it is just the party line with a bit of empathy.  I would expect such a response if complaining about cutback etc.   They do listen and I've seen policies reversed if there is enough negative feedback.   Years ago Lisa in a cost cutting move took away the night time chocolate on the pillows.   Believe it or not there was such an outrage they were back in a couple months.

More recently passenger responses got the compolsary AI dropped for all cabins below Aqua. This was a truly dramatic change of policy by X, so yes they do listen and react. It's important not to "rant" but to put reasoned arguments and, if you mean it, to tell them that you won't be booking any more cruises until the policy is reversed.

[bonagrad]

35 minutes ago, the penguins said:

More recently passenger responses got the compolsary AI dropped for all cabins below Aqua. This was a truly dramatic change of policy by X, so yes they do listen and react. It's important not to "rant" but to put reasoned arguments and, if you mean it, to tell them that you won't be booking any more cruises until the policy is reversed.

And add suggestions as well.  I've sent three emails to senior management, providing some of the feedback from here.  Each time, I've suggested making the OVC more made to order, especially adding the grill back into the mix.  The women I've talked to appreciated the suggestions and said they'd be passed along to the F&B team.

[Oceangoer2]

I've had reason to contact them recently by email concerning a refund issue and had a phone call back within hours, same day, on the week-end.  In the email, I included the Booking # for the cruises and the amounts owing and other detail.  I also included my captains club # and phone #.  Received partial resolution on one issue same day and call backs after investigation on another, with a request to contact my bank first (who did not have any credit in their file for our account) before they started an investigation into their accounting system records to see what happened to an already disbursed credit last month to my card.  I can't say I'm being ignored and very pleased with the service 2 pleasant and cooperative CS persons provided.....and in appreciation I'm giving credit where it's due  🙂.

[Honolulu Blue]

5 hours ago, D C said:

I know that many of us have contacted Celebrity through various channels regarding the numerous recent changes (ref:all of the high-response threads), oftentimes receiving a call or other contact in response. 

 

Have any of the responses from X been positive?  It seems as though they have been overall dismissive (that's just the way it is) or uncaring (I'll listen, but I'm not going to say we'll take any action to address or even consider your concerns). Neither is heartwarming. 

 

Any actual positive feedback? 

My interpretation of what we've heard of those who have contacted LLP's office about the OVC dinner changes is a little different.  I think they're surprised by all the feedback and are truly not sure what to do from here.  This I view as a positive in that they're open to making favorable changes or go back to where they were.

Edited January 21, 2023 by Honolulu Blue

[natshala]

2 minutes ago, Oceangoer2 said:

I've had reason to contact them recently by email concerning a refund issue and had a phone call back within hours, same day, on the week-end.  In the email, I included the Booking # for the cruises and the amounts owing and other detail.  I also included my captains club # and phone #.  Received partial resolution on one issue same day and call backs after investigation on another, with a request to contact my bank first (who did not have any credit in their file for our account) before they started an investigation into their accounting system records to see what happened to an already disbursed credit last month to my card.  I can't say I'm being ignored and very pleased with the service 2 pleasant and cooperative CS persons provided.....and in appreciation I'm giving credit where it's due  🙂.

I’m having an issue with an overdue credit owed me, too. After four calls to X by my TA, with me on the line and multiple promises of 7-10 days, still nothing. The phone calls are a colossal waste of time. Could you possibly share the email address you used?  Thanks!

 

[bonagrad]

9 minutes ago, natshala said:

I’m having an issue with an overdue credit owed me, too. After four calls to X by my TA, with me on the line and multiple promises of 7-10 days, still nothing. The phone calls are a colossal waste of time. Could you possibly share the email address you used?  Thanks!

 

I would send it to llutoff-perlo@celebritycruises.com and include your reservation #.  You should get a call withing a couple hours.

[Arizona Wildcat]

If I send an email to the address in the post above I get an almost immediate response if my post is about a specific issue.  They have been responsive and positive.

If I send a general email about for example the changes at the OV, I would not expect a response.  If the executive team replied with a call to every email it would take a couple dozen people.  I often do receive an email acknowledgement of my message.

All in all pretty good.

[miched]

The best thing to do is to submit a comment to detail card when on board

 

Then when doing the survey rate the areas that don’t relate to service unless that is needed as a 1 if you aren’t happy.  
 

Don’t give them a 10 in areas that have been cut, give it a 1

 

Happy cruising 🌊🚢🇺🇸🌅

[Arizona Wildcat]

6 minutes ago, miched said:

The best thing to do is to submit a comment to detail card when on board

 

Then when doing the survey rate the areas that don’t relate to service unless that is needed as a 1 if you aren’t happy.  
 

Don’t give them a 10 in areas that have been cut, give it a 1

 

Happy cruising 🌊🚢🇺🇸🌅

That is great if you are on board, but thousands and thousands of us have an upcoming cruise.  I am hoping that the changes in the OV will be modified before our journey.

[Oceangoer2]

47 minutes ago, natshala said:

I’m having an issue with an overdue credit owed me, too. After four calls to X by my TA, with me on the line and multiple promises of 7-10 days, still nothing. The phone calls are a colossal waste of time. Could you possibly share the email address you used?  Thanks!

 

You mentioned booking with a TA as X wants to deal directly with them...not sure if this will help but....

 

Try the Engagement Centre first with all the politeness and detail you can put in it...  CelebrityEngagementCenter@celebrity.com 

 

If they can't respond quickly.... Then try the PO office.....    

lLutoff-Perlo@celebritycruises.com

I really didn't want to go there without going through channels first.    

Good luck.

Edited January 22, 2023 by Oceangoer2

[miched]

27 minutes ago, Arizona Wildcat said:

That is great if you are on board, but thousands and thousands of us have an upcoming cruise.  I am hoping that the changes in the OV will be modified before our journey.

That is true but if you don’t do anything will it get any better or continue to get worse? 

 

You have a choice,  accept now what they are doing or you can cancel.  If you do take the cruise and things haven’t improved than 

 

SPEAK UP and PROTEST
 

Happy cruising 🌊🚢🇺🇸🌅

Edited January 22, 2023 by miched

[Jim_Iain]

2 hours ago, the penguins said:

More recently passenger responses got the compolsary AI dropped for all cabins below Aqua. This was a truly dramatic change of policy by X, so yes they do listen and react. It's important not to "rant" but to put reasoned arguments and, if you mean it, to tell them that you won't be booking any more cruises until the policy is reversed.

 

I wish they would include AQ in dropping AI.    We would probably book in that category so we don' t  double pay for Zenith Benefits.    As Suite Passenger there is not longer any benefit to be Zenith. 

[vkb2751]

1 hour ago, miched said:

The best thing to do is to submit a comment to detail card when on board

 

Then when doing the survey rate the areas that don’t relate to service unless that is needed as a 1 if you aren’t happy.  
 

Don’t give them a 10 in areas that have been cut, give it a 1

 

Happy cruising 🌊🚢🇺🇸🌅

we submitted the comment card on day 3 of the cruise re reduced menu in MDR and OVC and didn’t get any response from Hotel Director or anyone else. Also wrote comments on survey but no response so far! We were on Beyond sailing 1/8/23.

[NMTraveller]

1 hour ago, miched said:

The best thing to do is to submit a comment to detail card when on board

 

Then when doing the survey rate the areas that don’t relate to service unless that is needed as a 1 if you aren’t happy.  
 

Don’t give them a 10 in areas that have been cut, give it a 1

 

Happy cruising 🌊🚢🇺🇸🌅

A 1 is too high for the cuts.

[miched]

53 minutes ago, Jim_Iain said:

 

I wish they would include AQ in dropping AI.    We would probably book in that category so we don' t  double pay for Zenith Benefits.    As Suite Passenger there is not longer any benefit to be Zenith. 

I am Elite Plus.  The year  I became Elite they started the All Perks included and now All Inclusive.   We have never benefited from the perks except for the laundry, and maybe priorities.   We always sail in AQ that had promos for all the perks or  SS with all the perks so we don’t need any of the HH drinks and that was the main enticement before the included drink packs.   We never use the morning coffee break since we have Blu or Luminae.  Yes it is redundant but I do have the choice of sailing in a lower class or the one I prefer and many times the higher class end up being cheaper considering what is offered, besides the drink pack and internet it includes the gratuities.  Gratuities aren’t included in Zenith.    So it may end up being a few dollars more for AQ that has Blu and the Persian gardens plus the extra perks.  

 

I will never reach Zenith and I will need 500 more points when I finish the cruises I have booked thru 2025    The perks may be nice but as you indicate why chase after it?   I can understand where you feel it is useless as get the premium drink pack and I think internet.   It use to include the retreat lounge but that changed.  I think there are now too many Zenith..    That is why I don’t a chase after it.   I was burned  a few times by loyalty clubs.   The air lines, and casinos.   You get there and they change the rules or benefits because there are too many now at that level.  

 

Your best bet is to book the cheapest cabin in the category that you want without the perks and if you don’t like the MDR do a dinner pack but that ends up giving them more revenue.   It is a vicious circle. 
 

And if after the next few cruises if the cuts affect my cruise experience I will forfeit the NRD  for the remaining cruises and end my sailing on X cutting my loses.   I will give up the $100 pp in a lieu of throwing away thousands on a inferior product that no longer gives value for the price paid 

 

 

Happy cruising 🌊🚢🇺🇸🌅
 

Edited January 22, 2023 by miched

[SusieAV8R]

1 hour ago, Jim_Iain said:

 

I wish they would include AQ in dropping AI.    We would probably book in that category so we don' t  double pay for Zenith Benefits.    As Suite Passenger there is not longer any benefit to be Zenith. 

But Zenith gets a "free cruise".  How does that work with suite class?

[Jim_Iain]

29 minutes ago, miched said:

I am Elite Plus.  The year  I became Elite they started the All Perks included and now All Inclusive.   We have never benefited from the perks except for the laundry, and maybe priorities.   We always sail in AQ that had promos for all the perks or  SS with all the perks so we don’t need any of the HH drinks and that was the main enticement before the included drink packs.   We never use the morning coffee break since we have Blu or Luminae.  Yes it is redundant but I do have the choice of sailing in a lower class or the one I prefer and many times the higher class end up being cheaper considering what is offered, besides the drink pack and internet it includes the gratuities.  Gratuities aren’t included in Zenith.    So it may end up being a few dollars more for AQ that has Blu and the Persian gardens plus the extra perks.  

 

I will never reach Zenith and I will need 500 more points when I finish the cruises I have booked thru 2025    The perks may be nice but as you indicate why chase after it?   I can understand where you feel it is useless as get the premium drink pack and I think internet.   It use to include the retreat lounge but that changed.  I think there are now too many Zenith..    That is why I don’t a chase after it.   I was burned  a few times by loyalty clubs.   The air lines, and casinos.   You get there and they change the rules or benefits because there are too many now at that level.  

 

Your best bet is to book the cheapest cabin in the category that you want without the perks and if you don’t like the MDR do a dinner pack but that ends up giving them more revenue.   It is a vicious circle. 
 

And if after the next few cruises if the cuts affect my cruise experience I will forfeit the NRD  for the remaining cruises and end my sailing on X cutting my loses.   I will give up the $100 pp in a lieu of throwing away thousands on a inferior product that no longer gives value for the price paid 

 

 

Happy cruising 🌊🚢🇺🇸🌅
 

 

You'll get to Zenith-  with all the double points and Top up your points offer everyone will be.   

[Jim_Iain]

3 minutes ago, SusieAV8R said:

But Zenith gets a "free cruise".  How does that work with suite class?

 

For Zenith you do receive a " 7 Free Cruise".     Basically you get the equivalent of an Veranda  and if you want to upgrade to a Suite they calculate the average price Veranda and you pay the difference.

 

At Double Zenith you get a 7 Day Free Cruise and it is based on AQ.

[SusieAV8R]

2 minutes ago, Jim_Iain said:

 

For Zenith you do receive a " 7 Free Cruise".     Basically you get the equivalent of an Veranda  and if you want to upgrade to a Suite they calculate the average price Veranda and you pay the difference.

 

At Double Zenith you get a 7 Day Free Cruise and it is based on AQ.

 

2 minutes ago, Jim_Iain said:

 

For Zenith you do receive a " 7 Free Cruise".     Basically you get the equivalent of an Veranda  and if you want to upgrade to a Suite they calculate the average price Veranda and you pay the difference.

 

At Double Zenith you get a 7 Day Free Cruise and it is based on AQ.

How does it work when you & your partner reach Zenith at the same time?

[D C]

2 hours ago, Arizona Wildcat said:

If I send an email to the address in the post above I get an almost immediate response if my post is about a specific issue.  They have been responsive and positive.

If I send a general email about for example the changes at the OV, I would not expect a response.  If the executive team replied with a call to every email it would take a couple dozen people.  I often do receive an email acknowledgement of my message.

All in all pretty good.

I sent a general "goodbye celebrity" email to the engagement center and "Lisa's" email as posted. Commented how the changes in multiple areas (being specific) along with increased prices was driving us away.  Added that for the first time since we started sailing we don't have a Celebrity cruise booked, and that we had 2 on other lines.  

 

I rec'd a phone call within 48h.  Essentially "do you have anything else to add?" with a dose of "we appreciate you" that carried on for far too long.  I asked if she had any questions for me based on my email and the answer was no. Just a touch point for me to comment more.  A quick summary by me, an apathetic (but we appreciate you!) response from them and that was that.  Nothing close to "I'm sorry" or anything of the sort.  

 

Strangely, despite their insistence, I hung up not feeling particularly appreciated.