Wandering Writer Posted February 6, 2010 #1 Share Posted February 6, 2010 They really do read those comment cards! We took the time to fill out the card and write in a few names of those who made our trip enjoyable aboard the Celebrity Equinox. And a few days after our return, I got a follow up phone call. Anyone else have this experience? Link to comment Share on other sites More sharing options...
BonnieVA Posted February 6, 2010 #2 Share Posted February 6, 2010 Yes, I've read about this here on CC. And I got a call a couple days ago after returning home Monday from my Mercury cruise. He even mentioned specifically about one of the comments I made. I also know that those comments are posted on the crew boards so they can read them too. Link to comment Share on other sites More sharing options...
adbnva Posted February 6, 2010 #3 Share Posted February 6, 2010 i was called after our mercury cruise last nov. Link to comment Share on other sites More sharing options...
wvufan Posted February 6, 2010 #4 Share Posted February 6, 2010 We were on the Mercury in January and got the follow up call last week. They take the comments seriously. Several crew and staff members far exceeded expectations and we are glad we had a chance to show our appreciation in a meaningful way. Happy Sails to You OOOEEE :D:D Bob and Phyl Link to comment Share on other sites More sharing options...
WineDown17 Posted February 6, 2010 #5 Share Posted February 6, 2010 They called me as well after Summit last year.. Due to some issues in our room, they offered an $800 FCC.... (10% of what we paid) Very unexpected. Link to comment Share on other sites More sharing options...
jglass Posted February 6, 2010 #6 Share Posted February 6, 2010 We got an email response, which specifically addressed issues on our comment card. I was very impressed. They seem to take our opinions seriously. Link to comment Share on other sites More sharing options...
Karynanne Posted February 6, 2010 #7 Share Posted February 6, 2010 Management in Miami do take the comments very seriously. It is the only way they can track each cruise and it's staff. If a staff or crew member has really excelled in their work, write it down. These comments give that particular staff or crew member additional time off or a rotation in duties that they have vied for. Also if there is a new program that Celebrity has rolled out and it is really not working well, tell Management your feelings. They have changed things after an announcement in past years. Link to comment Share on other sites More sharing options...
LuAnn Posted February 6, 2010 #8 Share Posted February 6, 2010 I have filled those out and received a call, while still on the ship, within 24 hours...they seem to copy the cards..send them to the dept. heads, and then you are contacted!! And your ideas/issues addressed! I think that is really great customer service! LuAnn Link to comment Share on other sites More sharing options...
Rare Lois R Posted February 6, 2010 #9 Share Posted February 6, 2010 Its too bad I filled out and turned in my card before the last evening:rolleyes: I had a wonderful cruise (I always seem to end up doing that:D) but the problems I experienced concerning the luggage tag fiasco never made it onto my comment card. So, I emailed Celebrity and received a reply back last week. I have to wonder if putting the information on that card would have made more of an impact:confused: Link to comment Share on other sites More sharing options...
Orator Posted February 6, 2010 #10 Share Posted February 6, 2010 Hi Lois: When I received the follow-up call I mentioned the "walk off" problem on the Solstice.Unlike the Equinox where we assembled on deck 5, on the Solstice we were directed to deck 4 and when ready to depart it was anoounced that we had to go to deck 5. What a rush for elevators. Since I knew the layout and made my way to the much less crowded midship elevators. The representative seemed very positive about my response. Link to comment Share on other sites More sharing options...
WB2974 Posted February 6, 2010 #11 Share Posted February 6, 2010 We too were contacted not to long after returning from our cruise to New England on the Constellation last October. I had a very nice conversation with the person calling. I think it is very good public relations to find out that X is interested in one's opinions of their cruise. Gloria Link to comment Share on other sites More sharing options...
firstplacechef Posted February 6, 2010 #12 Share Posted February 6, 2010 We got a call about 2 days after our Mercury cruise last March and then a follow-up email about a week later. The call and the email mentioned some specifics I had made on the comment card. I really appreciated both and continue to enjoy my cruises on X. I've never had a perfect cruise but I've never really experienced a perfect week in my everyday life either. Link to comment Share on other sites More sharing options...
Phxazzcruisers Posted February 6, 2010 #13 Share Posted February 6, 2010 We got a call and e-mail a week after our December Century Cruise. I know that they take them seriously and have heard back from crew via e-mail with thanks for mentioning their names. Link to comment Share on other sites More sharing options...
WineDown17 Posted February 6, 2010 #14 Share Posted February 6, 2010 I've never had a perfect cruise but I've never really experienced a perfect week in my everyday life either. Nicely said! Link to comment Share on other sites More sharing options...
3catspluszee Posted February 6, 2010 #15 Share Posted February 6, 2010 It's wonderful to hear that Celebrity takes interest in the responses from cruisers. My DH and DD cruised last year on another line, and we were very disappointed with the service we received, so much so that we will never sail that line again, unless they give away staterooms! Hence our move to Celebrity. When we returned I received an email service survey, and I commented on the good and on the things we were disappointed in, things that could easily be resolved, and I never heard another thing! Made me think that they were only interested in the positive responses. I am so excited about sailing on the Solstice only 36 more sleeps!!! Link to comment Share on other sites More sharing options...
LeftcoastBC Posted February 6, 2010 #16 Share Posted February 6, 2010 It's really interesting. Over the years we have faithfully filled out those cards at the end of the cruise. Mostly good things and a few not so's and a few "Better change this or ??? " Have been contacted a few times afterwards AND all the things (well most anyways) that we have mentioned generally as "Better idea's" have come to pass with just one major exception. So I know that if you keep after them and others think the same way it does happen to the better over time. The one thing they don't seem to care about much. My bug bear. When RCI bought them out they very quickly took the two slices of Black olive off the top of my eggs benny. I just thought that was so cool....:) Link to comment Share on other sites More sharing options...
greeneg Posted February 6, 2010 #17 Share Posted February 6, 2010 We always fill out the cards and always get a follow up call which always addresses the specifics that we've put on the cards. I usually write a letter to management also and invariably get a response there. Celebrity really does want feedback from their customers. They're not going to fix everything, but they do want to know about things and appear to try where they can to improve. Link to comment Share on other sites More sharing options...
GITC Posted February 6, 2010 #18 Share Posted February 6, 2010 I have filled those out and received a call, while still on the ship, within 24 hours...they seem to copy the cards..send them to the dept. heads, and then you are contacted!! And your ideas/issues addressed! I think that is really great customer service! LuAnn I can echo these remarks. We had a comment about what we thought were ridiculously early closing hours for the pools and spas and were rather promptly contacted and pool/spa hours extended a little bit. We also received a letter from the Director of Hotel in our state room thanking us for our feedback. It was very nice to see that they were willing to both listen and to actually take action. Link to comment Share on other sites More sharing options...
mike14c Posted February 6, 2010 #19 Share Posted February 6, 2010 I have worked in the hospitality industry for more than 20 years, and I can tell you the it is worthwile to fill out comment cards. First of all because they generally are machined scored and graded resulting in "averages" in each category. Those averagges are watched very carefully by most management, and woe to the hotel manager whose nilumber begin to decline. Second, at most better companies (including celebrity) a healthy cross section of cards are culled at randome from all categories of accomodation and read scroupulosly. Hence the follow up calls referenced above. Knowing how seriously comment cards are taken, I always fill them out. And the more high-end the company, the more likely they are to have an impact. Link to comment Share on other sites More sharing options...
i guide the sky Posted February 6, 2010 #20 Share Posted February 6, 2010 Hi Lois:When I received the follow-up call I mentioned the "walk off" problem on the Solstice.Unlike the Equinox where we assembled on deck 5, on the Solstice we were directed to deck 4 and when ready to depart it was anoounced that we had to go to deck 5. What a rush for elevators. Since I knew the layout and made my way to the much less crowded midship elevators. The representative seemed very positive about my response. A rush for the elevators! For one deck! Gezz.... Link to comment Share on other sites More sharing options...
Denny01 Posted February 6, 2010 #21 Share Posted February 6, 2010 A rush for the elevators! For one deck! Gezz.... Orator said they were walkoffs reach means they had all their luggage with them which could include check-in size luggage and not just carry-on which in either case would be a challenge for any of us on stairs. At least for my wife since I insist she take care my luggage and hers. I'm just that kind of guy. Denny Link to comment Share on other sites More sharing options...
Rare uktog Posted February 7, 2010 #22 Share Posted February 7, 2010 It will be interesting to see if we in the UK get a follow up call re our cruise we left on Friday - it was good but not excellent; had to use the fair rating too often on our cards and for the first time ever the poor rating was also used more than once. That said so was the excellent rating - we would like X to look at where the inconsistencies arose. Interestingly our attention to detail card submitted on day 4 - naming 2 positives and one (big) negative brought no response which was a pity as that left a bad taste Link to comment Share on other sites More sharing options...
BonnieVA Posted February 8, 2010 #23 Share Posted February 8, 2010 A couple people have mentioend comment cards that they receieved part-way through their cruise. Is this something all pax get? I just got off my 2nd Mercury cruise & didn't get a comment card part way thu my cruise. Link to comment Share on other sites More sharing options...
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