We paid in full and I logged into my account and it says we owe 6000 ceo email plz

[Guera53]

I logged into my cruise and it shows we owe a balance of 6000. I called and it’s a 45 minute wait. What is that email for the ceo? I’m sending all my cruise docs to her office with the statement we paid in full. What is wrong with celebrity? Are they trying to bump us from the cruise because we got a great deal?….

 

some regulatory agency is going to hear from us as well. But cruise lines have loop holes don’t they? 

[cruisestitch]

Don’t panic.  Take a deep breath.  When is the cruise?

[patty1955]

It's Sunday and Celebrity's website is notorious for being wonky on Sundays.

[Guera53]

3 minutes ago, cruisestitch said:

Don’t panic.  Take a deep breath.  When is the cruise?

11/6/23
we put a move up offer that has no status change and there is no room change. We did get a great deal $2424 for both of us, guaranteed veranda partial view no perks in August. We were assigned a veranda deck 6 and we have previously checked in and have the luggage tags to print. 

[Guera53]

4 minutes ago, patty1955 said:

It's Sunday and Celebrity's website is notorious for being wonky on Sundays.

When I put in the reservation number on the app, it says the reservation is locked. I’m logged in on an iPad. THAT wonky ? I can wait until tomorrow and if there’s a better number to call to get help that’s great. Booked direct with celebrity. Seriously though ….

[Guera53]

We wouldn’t get cruise docs and check in if we owed a balance, right? I have the statement of the agreed rate and paid in full.

[cruisestitch]

Yes it can be very wonky on Sundays.  Frustrating but not cause for panic.  It has happened to others. 

[Guera53]

Then I’m glad the cruise is on a Monday and not Sunday. OMG

[hcat]

i saw this online..not sure of hrs..

Does celebrity have live chat?

A: On the Celebrity Central homepage, Live Chat is in the right corner of your screen (desktop). Simply click the blue Chat Now button and complete the form to start a chat with a member of our team.Jun 1, 2023

 

I would aso call again  and leave a  call back no. if asked..

 

hoping it works out@

[cruisestitch]

Here is a whole thread about this problem. Turn off couple of phone numbers that you might try calling on Monday. Read through all of the thread.

 

 

[kywildcatfanone]

See if they will give you obc for the $6k and you can have a couple of meals at murano and Tuscan grill.

[Guera53]

45 minutes ago, cruisestitch said:

Here is a whole thread about this problem. Turn off couple of phone numbers that you might try calling on Monday. Read through all of the thread.

 

 

Probably the glitch happened when I changed the waitlist to 6pm dining…all the promotions dropped off as the previous thread explains. Very helpful to read the past thread. Thank you for taking your time to find it @cruisestitch. I did speak to Franz at Celebrity and led with this calmly, that y’all on cruise critic told me it’s a glitch, and he went straight to the supervisor to have it fixed. He put in my bed configuration request and waitlisted us for 6pm, checking in with me every few minutes that they are working on it. 
 

They must have addressed some things with customer service as the other poster had to contact the CEO. I guess my confidence in contracts has a ding in it. Can they change things after we book and who could we really complain to? They are regulated by whom if the ship is registered overseas? Got me thinking…
 

I told him I won’t be using the app. I deleted it as I have no confidence in it now:))) All good.

 

Thanks again

[mrgabriel]

We had an outstanding balance show up before our last cruise. I called first thing in the morning, waited about 20 minutes and it was all sorted out. A discount code had fallen off our reservation. Take a breath and call in the morning. 

[cruisestitch]

14 minutes ago, Guera53 said:

Probably the glitch happened when I changed the waitlist to 6pm dining…all the promotions dropped off as the previous thread explains. Very helpful to read the past thread. Thank you for taking your time to find it @cruisestitch. I did speak to Franz at Celebrity and led with this calmly, that y’all on cruise critic told me it’s a glitch, and he went straight to the supervisor to have it fixed. He put in my bed configuration request and waitlisted us for 6pm, checking in with me every few minutes that they are working on it. 
 

They must have addressed some things with customer service as the other poster had to contact the CEO. I guess my confidence in contracts has a ding in it. Can they change things after we book and who could we really complain to? They are regulated by whom if the ship is registered overseas? Got me thinking…
 

I told him I won’t be using the app. I deleted it as I have no confidence in it now:))) All good.

 

Thanks again

You’re welcome.  Now get a good night’s sleep!

[hcat]

so happy problem solved but should not have happened....high stress.

 

we try to touch as little as possible once we get our ZERO BAL CONFIRMATION.

[LMHSRN]

2 hours ago, Guera53 said:

I logged into my cruise and it shows we owe a balance of 6000. I called and it’s a 45 minute wait. What is that email for the ceo? I’m sending all my cruise docs to her office with the statement we paid in full. What is wrong with celebrity? Are they trying to bump us from the cruise because we got a great deal?….

 

some regulatory agency is going to hear from us as well. But cruise lines have loop holes don’t they? 

Executiveoffices@celebrity.com

 

[mahasamatman]

Contacting the CEO when a simple call to Custoemr Service is an overreaction and pretty much useless. Even if it does bubble up to that level, I'm sure it wouldn't happen until after the sailing.

[cgolf1]

3 minutes ago, mahasamatman said:

Contacting the CEO when a simple call to Custoemr Service is an overreaction and pretty much useless. Even if it does bubble up to that level, I'm sure it wouldn't happen until after the sailing.

 

So a balance due showing 2.5 times greater than your paid in full balance is an acceptable glitch?

I don't think so, as some may see that and pay the extra! If the glitch is caught, it may take a while to refund the money, or X may just get a bonus? Who knows how often this happens, and if the number is smaller, some may just pay.

 

Have a great trip on the Expedition, we go next year.

[Guera53]

33 minutes ago, mahasamatman said:

Contacting the CEO when a simple call to Custoemr Service is an overreaction and pretty much useless. Even if it does bubble up to that level, I'm sure it wouldn't happen until after the sailing.

I agree with you, however I did learn 3/23 a poster here after 3 hours with customer service had to email the CEO to get it resolved. They must be used to the glitch by now. Seriously it’s some glitch.

[Treasure Hunter]

You must speak to Celebrity. Stay in that line for the 45 minutes. They will fix it. It happened to me too. I changed the bed configuration from twin to together and they dropped all my discounts! When I called they manually fixed it. Is this any way to run a business!!!! 

[Guera53]

The new guest copy of the bill paid in full dated today upped the cancellation from $499 to this:

 

The booking is currently subject to USD 7200.00 cancellation penalties at time of this booking invoice 29 OCT 2023. This amount may increase based on the cruise penalty schedule.

 

insane…we paid 2424 and what ?…owe much more multiplied if we cancel? 

Edited October 30, 2023 by Guera53

[PTC DAWG]

EVERYBODY PANIC

[wrk2cruise]

I agree escalation direct to the CEO is the wrong route to take until you have gone through the normal process which in this case the OP did and got things resolved.

 

Now they might want to write to the office of the CEO to explain what happened, how the CS agent with supervisor support fixed it stating the amount of time and stress experienced by the OP.

 

I think some good will OBC is in order when customers have to spend hours dealing with their horrible IT systems which they have ignored for years.

 

[Guera53]

7 hours ago, wrk2cruise said:

I agree escalation direct to the CEO is the wrong route to take until you have gone through the normal process which in this case the OP did and got things resolved.

 

Now they might want to write to the office of the CEO to explain what happened, how the CS agent with supervisor support fixed it stating the amount of time and stress experienced by the OP.

 

I think some good will OBC is in order when customers have to spend hours dealing with their horrible IT systems which they have ignored for years.

 

Yeah this is unnerving. Making fixes needs to be given priority, as we live in an age where going on a website should be a solid way to manage a reservation. It isn’t at this time with Celebrity. 
 

I appreciate this forum to help navigate and understand. 

[Treasure Hunter]

I was told to Never touch the confirmation in any way online once you pay in full. You need to call. Crazy stuff. And we were booked through the casino, going to Europe with three family rooms with thousands of dollars in discounts dropped and business air for six people paid for. If you wanted to see someone whose hair was on fire ! After my heart slowed down and I called, they fixed it. I’m not sure that would ever make that kind of commitment with Celebrity again.