We boarded as you disembarked and our experience was by far the worst embarkation that we have ever experienced with Celebrity so I am not surprised at your experience. We left the Edge at Terminal 25 and were promised that there would be transport provided to cross the road to 21. As usual it didn’t appear. We walked the few hundred yards.
We have been in a PH and were among the first at terminal 21. We were supposed to find a large sign outside the terminal saying priority boarding. It didn’t exist. The porter’s said to leave the luggage but I resisted for a spell but as mire and more people were moving in front of us I decided to leave our bags with the porters. We then joined the queue which was going nowhere as they were still disembarking the previous cruise. Eventually the doors opened and a huge queue formed snaking about waiting for security to open. We asked where the suite queue was to be told that there was not one. There was an area at the right hand side and we and another couple who were also in a suite and who were also on the Edge waited in this area for ages.
There is no comparison between terminals 25 and 21. 21 is poor from the start to the end although when we were in the suite area waiting to board, we were met by the suite manager Joanna and things started to feel normal and she and the 2 concierges, Joao and Diego were everywhere we were on the ship.
Eventually they decided that there was a priority suite queue where we were standing but the lack of information and assistance was astounding throughout the whole process.
Our daughter was joining us in the PH and she was made to queue with everyone else when she arrived from Miami and then when in the terminal was told to sit down and wait for the Concierge class to board. Eventually she found someone who would listen to her who got her on the ship and to the Retreat.
Our friends who were in a CS experienced the same treatment and it was only when someone from the photo department took pity on holiday them on board that they received some attention.
For our first and probably last PH it was a most disappointing start to the cruise.
Over the years we have found that the ship staff are only interested in you until you are off the ship despite what suite you are in. After that it is everyone for themselves. The shoreside and transport staff are terrible and continually let Celebrity down. What ever you have been promised disappears when you are off the ship.
This is not a one off. We have many b2bs on different ships at different ports and the shoreside staff continue to let customers down. You are left to stand somewhere, told someone who knows what is going on will arrive, but really you are left in Limbo for a protracted period with no one helping you.