We’ve sailed Celebrity for years, and enjoyed our Elite plus status until the current CEO started tinkering with every everything their long term customers enjoyed.
I won’t go into the lengthy list of attempts she has made to pull back, eliminate or otherwise piss off customers, but will simply say she’s not on my Christmas card list. As for post pandemic changes, it appears all booking service calls are shipped overseas (I believe the Philippines) with approximately a one hour wait time, that I recently experienced this twice in one week. But, if you’re calling to book a new cruise (think sales) you get a very nice sales agent in a domestic call center with knowledge of the cruises and ships. Celebrity use to be known as a cruise line that put customers first, but
over time Lisa Lutoff-Perlo has been busy running the brand into the ground.
we used a wonderful Celebrity cruise consultant for years who took care of our new and booked cruise services. He was fabulous, but Celebrity eliminated the TAs and now have shipped service to call centers with little knowledge of the cruise line. IMHO, there is no value in using their in house people since they won’t be servicing your booked cruises.
It’s sad, but money drives the race to the bottom.