PaulWS

Clearly they can NOT be trusted. How can they be allowed to advertise  4 perks included and then not include them? Oh yes, it is a website glitch.🤷🏻‍♂️

9 minutes ago, Cruise Raider said:

 

I will field this just in case it was directed at my most recent comment ... if not, please feel free to disregard.  

In post #1, the OP indicated the perks were not included on his confirmation, which is why he called.  In a more recent post, the OP indicated the deal was 'too good to be true'.  I rarely book any cruises on websites, but when I see those 'too good to be true' obvious website errors on any travel, I call to confirm and get that in an invoice before I would have an expectation that it would be honored.  

I don't believe any major cruiseline is really in the business to bait and switch but, it doesn't give anyone a warm and fuzzy feeling when they feel cheated.  I guess I just wouldn't feel cheated if I knew that they wouldn't honor a deal that was never really rightfully mine.  

 

You misunderstood me. It never for one moment occurred to me that the price was “too good to be true”. I proceeded entirely in good faith and accepted the price offered once I had established that it  was within my budget.

6 minutes ago, Cruise Raider said:

 

I  agree that they really shouldn't have to honor it.  I don't know exactly what happened in this case but, I always take a screen shot if a deal looks too good to be true ... and we all know the old adage, if it sounds too good to be true, it probably isn't.  

Next, I call to make sure that the deal is really legitimate and send in the screen shot if they request it.  I always  preface this with a statement like, "this may be a mistake and I certainly don't want to see anyone get fired over it, but  if it is possible to still get this deal, I would sure like to take advantage of it".  You cannot believe how many times that has worked for me in the past, including free hotel rooms, super cheap flights  and even a free cruise once (only for the cost of the taxes).  One thing I have come to recognize are obvious IT mistakes on travel and again, I will never insist that they honor any erroneous prices.  Usually, they are thankful that I am pointing this out and have given it to me or sometimes, they already know about it and inform me that can't honor it.  The problem usually gets shut down very quickly thereafter.  If it stays up for days or weeks after they've identified the problem, well, then it is just a bait and switch and shame on them.  

I go onto a well known travel website that sells cruises and the prices on page one are oftentimes much less than when you click in to book the cruise.  I just won't book with them anymore because they obviously do that to draw potential passengers in.  It's a slimy practice, for sure!  

 

 

There was no question in my mind that the offer was “too good to be true”. I specified the cruise I wanted using Celebrity’s own booking site which I have used many times before. I confirmed that I wanted the 4 perks to be priced in. They gave me a price. I had a budget in mind and their offer was within my budget,  I accepted. They then refused to honour the price they had given me  If that is considered acceptable business practice I am totally bewildered.

I did indeed ask a question and am interested in hearing from anyone with a view on the matter, however exceptional. Thank you again for your interest.

6 minutes ago, leisuretraveler223 said:

 

They DID do the right thing.  They refunded you completely.

Thank you for your contribution.

29 minutes ago, Georgia_Peaches said:

Have you seen this thread?  A similar thing happened to this person and she escalated her concern to the very top and got a favorable outcome...meaning they honored the booking even though it was a "computer glitch".  I'd definitely escalate this.  If their website programming is so prone to glitches, then their IT department needs to get it together.  In the meantime, they need to suck it up and do the right thing by the consumer.

Thanks for that. To be honest I am so disgusted and disillusioned with Celebrity that I would be unlikely to sail with them even in the unlikely event that they did the right thing. I have had my deposit returned so all this has cost me is the disappointment and wasted time. I will look elsewhere in future.

Four Perks? Just a word of warning. Two weeks ago I booked a 9 night cruise via the Celebrity website on Apex in 2021. I was offered and ticked acceptance of the 4 perks package and added that to my booking. The final page of the booking process showed the total cost with the 4 perks listed. I paid the deposit and took a screenshot of the final page. 

When the confirmation email with guestcopy.pdf arrived there was no mention of the perks so I called customer services for clarification. They said the perks were not included in my booking and if I wanted them it was an extra £1000. I emailed a copy of the booking page showing the 4 perks included. The rep consulted a supervisor who said it must have been a gliche on the website and they could not honour it. They did however kindly offer to cancel the reservation and refund the deposit. I cancelled feeling thoroughly disappointed by Celebrity.  

I followed up with a formal complaint and this is the gist of their response:

Am I wrong to think this is outrageous? Not that it should make any difference but I am an Elite Plus member of their loyalty club and this would have been my fourteenth Celebrity cruise. I made the booking in good faith using their website facilities and they refuse to honour it. Horrible way to treat a loyal customer in my opinion.