I have been really excited just like majority of you about the restart of crystal cruises but my experience today has already left a bad taste in my mouth.
I called to get a quote for a booking on the crystal symphony and I was attended to by a gentleman (who I’ll leave his name out)and I asked he send me the booking to look over before making a deposit. He emailed me a booking with deposit required in 24 hours, which looked off to me. I emailed him asking why I only have 24 hours when it’s customary for at least 7 days, he responded saying that is the new policy and can push for an additional day or 2. After speaking with a friend last night who I have been trying to get to cruise with crystal from Regent, I called crystal again today to get a quote for a Panama Canal cruise on the Serenity and spoke with another Rep and he sent me over the quote. Right away I started getting multiple calls from prior rep and I refused to take his call because I was not happy with his service whatsoever. About 40 minutes later I received a cancellation email for this Panama Canal cruise and a reminder from the rep for the symphony cruise he had quoted me yesterday. I’m like what is going on so I called the office again and kept being told that this other rep is my personal consultant which I dismissed because I don’t want to deal with him. Needed to know why this booking I just got quoted on was cancelled, after putting me on hold for a couple of minutes I was hung up on. Then I called again and this time spoke with a 3rd person and asked to speak with a supervisor. He had me on hold and came back to ask me why I needed to speak with a supervisor and his supervisor was asking him. I said why would a supervisor be asking you that when he can get on the phone to find out directly from me. He apologized and I proceeded to tell him all the issues I’ve been having, the supervisor never came on the phone and said he was unavailable to take my call but would see what he can do. Put me on hold for almost an hour and got hung up on.
Unbelievable !!! I truly hope this is not how they plan to start because this is just unacceptable. I don’t use a TA and usually book directly with the cruise line but have never gotten this kind of ludicrous service especially from a luxury cruise line that’s trying to get people back on board.
I currently have 4 cruises booked with them but really starting to make me rethink things.
Jo