Disappointed & very Unhappy with Celebrity Business Practice

[samel00]

I know that there are several posts regarding price drop after final payment for Celebrity cruises. I would like to share my experience with this line and how they have treated me. I have taken many cruises with most lines.

 

I have booked a Med cruise for upcoming season few month ago on a C3 category and today Celebrity lowered the rates for most categories. I know that I can not ask for the price difference and I am not. I am happy with what I have paid. All I asked to be upgraded to the AQ Aqua from Concierge category which price of AQ has dropped by $500 from what I paid for both passengers, I called my TA and Celebrity today to just asked to be upgraded to AQ since the price dropped by $500. After being on the phone for almost 3 hours they told me there is no way they could upgrade me. The rates are for new bookings only and made it sounds like we do not care about You after we got your money.

This is a very poor business practice. Because it is not fair to all passengers that paid higher prices few months ago and then someone else could get a better cabin in a higher category for much less price.

The proper business practice is that Celebrity should upgrade the costumers that paid higher prices and offer the new cabins at lower price to new bookings that way they keep the higher paid passengers happy and sell other cabins so the ship gets full.

I did a search of "price drop after final booking" and so many post came up and most of them was for Celebrity. I have cruise lots of time with Princess, HAL, Cunard and other major lines and never experienced this. So it looks like I am not the only one having issues with Celebrity and they will lose market share in long term if they do not change this business practice.

No matter how nice their cruise ships are but the ships will get old and another cruise company comes with nicer cruise ships and Celebrity will lose passenger.

I will go on my cruise and will have a great time but they lost me as a customer for my next cruises.

 

I hope someone from Celebrity senior management would read this and change their practice, because Celebrity is a good cruise company and I would like them to stay good or become great.

Thanks for reading.

[sammyt]

I complained about the same thing, when I saw my prices drop for my cruise coming up in May. It was a Tuesday Special, and for new bookings only. I called the cruise line and spoke to first Customer Service, who could not do anything, and did not seem to care. Then I talked to corporate, a corporate secretary, and she finally told me she could do nothing, and then I talked to

captains club, and they could not help. I suggested they offer the same dollar amount to past cruisers and upgrade them first, then sale their rooms to new bookings. Of course I got no where. I keep saying, but what are you going to do for me, a past cruiser with 10 cruises alone on Celebrity. Do they think this kind of treatment is going to keep me coming back? These are the kind of things past cruisers should not put up with, whether it is a practice of other cruise lines or not. Things can be changed, and should be. It takes all of us joining together to make changes.

 

I keep watching every day for a change so I can upgrade to AQ, but so far nothing. I call everyone once in a while to see if they will do anything for me, and of course they could care less, they have my money!

[KruzPrincess]

This why I doubt I will ever book another Celebrity cruise before the final payment date. On my single Celebrity cruise last November, I had a C3 and after final payment AQ was the same as what I paid. Now get this - I didn't want AQ. I wanted a C2 cabin that was closer to the elevator because sometimes I have some mobility issues. My TA tried twice and even went to her regional sales manager. Even though I didn't ask for money back or any other compensation, they absolutely refused to give me the C2 cabin closer to the elevator. Fortunately, I didn't have any mobility issues on that cruise and I had a nice time, but their business practices left a bitter taste for me. I understand they have their rules and all, but most cruise lines really do try to work with you. Not Celebrity. My next two cruise are now booked with Princess. I may book a Celebrity cruise on short notice sometime in the future, but I doubt I'll book one far out. Sadly that keeps me from having long term fun on a roll call, but so be it. Maybe in time I'll mellow on this and change my mind, but for now other cruise lines will get my early booking business.

[bellybutton530]

Because of all of their ifs, ands, and buts, Celebrity is going to experience a shift in bookings. Loyal cruisers are going to wait until AFTER final payment to book their vacations, so that they can take advantage of the price drops AND the OBCs, AND the Passages coupons AND (for some) the AMEX amenities.

 

This will ultimately cost Celebrity big bucks.

 

Celebrity could have avoided this shift had they had the presence-of-mind to offer better deals to their loyal cruisers. But NO, that would be too easy.

 

Oh well, Celebrity. You made this bed. Rest comfortably....

[Senga]

I don't know why so many people complain....we KNOW the rules and "new bookings only" means......new bookings only. Guests who book early have a better choice of cabin. If price is more important than location, wait until the last minute and take your chances. When we book a cruise I check every week for price drops but, once that final payment date arrives, I never look at them again because I know what the rules are and am willing to abide by them.

[cruie4ever]

I don't know why so many people complain....we KNOW the rules and "new bookings only" means......new bookings only. Guests who book early have a better choice of cabin. If price is more important than location, wait until the last minute and take your chances. When we book a cruise I check every week for price drops but, once that final payment date arrives, I never look at them again because I know what the rules are and am willing to abide by them.

 

Your statement is not correct. Celebrity passed their new pricing policy May 17,2010 ;which said that bookings prior to May 17th would be grandfathered in & OBCs would be given after final payment (old price policy) .After May 17th if a price droped after final payment ,you can get upgraded if your price paid was greater than the cost of the upgrade & the upgrade was available. I just upgraded my cat 2B Balcony on the 4/18 Panama Canal cruise to a C3 Cat Concierge at no cost.

 

Please report acurately when reporting .This is how people get confused & balme the cruise line .Geesh

[d4m]

Sorry Senga, but that isn't always true. Prices fropped on our 5/2 Transatlantic and there was nothing on the site about new bookings. After several people from the cruise called, the following day they put up a disclaimer.

 

I agree that this practice isn't right and I surely will wait until final payment if and when I take a cruise again

[TeaBag]

I'm with you Senga. The Tuesday specials are offered to fill the ship. If you're already booked you are not a new booking, so you shouldn't expect a lower price or an upgrade. If people all expect Celebrity to give them the lowest price for any category of cabin when it is offered, they will go out of business.

[capecodrealtor]

I book early to take advantage of the cabin I wish to book and to book flights that work for our schedule. My bride is an educator and we have to book peak weeks, so airfare is always very expensive. I prefer certain cabins, so booking early works for me. If you have the flexibility to book late, by all means do! You can book at much less expense if you can wait until last minute.

[Orator]

A C3 is actually a higher cat than an AQ. They will allow for an upgrade to a higher cat such as a c2,C1 or suite,but not a change to a lower cat.

[bighairtexan]

For most cruises AQ is higher than C2, C3 and sometimes C1. It used to be higher than all 3 Concierge classes but not that lately.

[dmwnc1959]

The way I look at it is the same as buying a giant widescreen TV. If I pay $3000 for a flat screen and then 6-8 months later see it in an advertisement or on a shopping channel for significantly less, well that's on me. I bought it when I wanted to, paid the price I did when I bought it, and ran the risk that it would later be marked down. Same for a cruise. If I book a cruise a year in advance and then 2 months before sailing the price is slashed then that's my tough luck. I can't get that new price just like I can't get the sale price on that TV when it when on sale 6 months after I bought it. The same goes in any business practice, so why should it be different in the cruise industry? You bought that cruise and were happy with the price at that time, got the cabin you wanted and the dining time you wanted. If it is marked down in a 'fire sale' to get rid of the rest of the cabins (or to go back to the previous analogy, those remaining TV's in inventory) I don't get to take advantage of that Tuesday sale by Celebrity Cruises. It may seem unfair, but that's the way it is. Like it or not.

[amusea]

Can someone tell me where I can find the official statement from Celebrity regarding the pricing change that took place on May 17, 2010? I would rather read it from an official source to make sure that I understand it completely. Thanks.

[samel00]

The way I look at it is the same as buying a giant widescreen TV. If I pay $3000 for a flat screen and then 6-8 months later see it in an advertisement or on a shopping channel for significantly less, well that's on me. I bought it when I wanted to, paid the price I did when I bought it, and ran the risk that it would later be marked down. Same for a cruise. If I book a cruise a year in advance and then 2 months before sailing the price is slashed then that's my tough luck. I can't get that new price just like I can't get the sale price on that TV when it when on sale 6 months after I bought it. The same goes in any business practice, so why should it be different in the cruise industry? You bought that cruise and were happy with the price at that time, got the cabin you wanted and the dining time you wanted. If it is marked down in a 'fire sale' to get rid of the rest of the cabins (or to go back to the previous analogy, those remaining TV's in inventory) I don't get to take advantage of that Tuesday sale by Celebrity Cruises. It may seem unfair, but that's the way it is. Like it or not.

You can not compare TVs to cruise. TV is a technology based and a depreciating item and as you know every six months something new comes out which they have to clear the old tech TV and make room for the new ones.

Cruise is a relationship based and it does not depreciate because you have used it until you first cruise day and cruise companies need to build relation with their passengers so they come back years after years. When I book a cruise 9 months in advance, it is not like a TV that I bought nine months ago and have been using it and depreciated.

So lets compare thing like.

[Bridge Maven]

I think the biggest grievance people have is when someone in a suite pays less than they did for a balcony cabin. With this in mind, I think is would make sense for Celebrity to upgrade some of their loyal customers to a suite and then sell those balcony cabins at the discounted price to fill up the ship at the last minute.

[CruisinAddict]

I understand that a Tuesday Special/Exciting Deal is for new bookings only. But the week after final payment for my upcoming Constellation TA, it was announced that the Tuesday Special would last for two days. In fact, they kept it up all week, which prevented me from taking advantage of the fact that I had booked the cruise before the price drop policy changed. The following week the Tuesday Special was again extended for several days.

 

I guess Celebrity found a way to get around the grandfather-clause that would have allowed me to get the price drop or an upgrade. And the prices were dropped to a low-enough point, that the ship is nearly full and there probably won't be any more price drops.

 

You can put me in the column of those who will not book Celebrity again before the final payment date.

 

Marilyn

[dmwnc1959]

You can not compare TVs to cruise.

 

Actually I can, and I did. The cruise lines are selling a PRODUCT, not a 'relationship'. Just like if I buy a hotel room in Miami at the Intercontinental and then six months later see it on a motels.com site for cheaper. Or an airline ticket. Or any type of Service or product. That's the risk YOU take. We all take. Like it or not. The cruise lines may give the opportunity to 'upgrade' to a higher category cabin based on the price difference. We are lucky they allow that. But bottom line it is a product that they are selling.

[Leesie6351]

not to digress but it is on point. I have been a loyal customer of a major mobile company for 11 years. I no longer am on contract. I have 2 lines that are shared with my daughter. Until now, all we wanted with a simple flip phone for talk only. WELL, both daughter and I decided that maybe now is the time to join the 4G revolution and upgrade to texting and data plan and get one of the new smart phones. I called Customer no-service to explain I wanted to upgrade my current voice only plan to add text and data AND to add a 3rd line with those features. WELL :mad: I was told I couldn't upgrade to the new plans and get any phone discounts because I'm not on a contract. I actually tried to get back on one last year to get a new phone. To make a long story short, Even the retention specialist said the only way I could do what I wanted and get any discounts on the 4g phones was to terminate my existing account with them and start over as a brand new customer. I would not be able to keep our existing phone numbers. I said to them-- why should I do that when you have treated me, a voluntary non-contracted binded customer soooooooo badly:confused:

 

I just went to a competitor, paid slightly more for the plan but got 3 free phones and 2 year contract because I'm a new customer.

 

Moral of the story---- most, not all, businesses seem to care more about attracting new customers than retaining their old loyal customers.:eek:

[samel00]

WELL Said! Leesie6351

[dmwnc1959]

Sometimes new customers are less maintenance and easier to please than loyal customers. Maybe they would rather deal with a fresh customer base than those that feel like they are owed something. I've read enough on the Princess, Royal Caribbean, and Holland-Americ boards on Cruise Critic of late to realize that there are plenty of others to take your place if you decide to take your business elsewhere. Case in point: certain relaxed policies on other cruise lines seem to be pointing dissatisfied customers to Celebrity Cruises. Loyal past guest of the other mass market lines are being referred to this cruise line with more restrictive policies that better suit their personal preferences. And these new guests don't demand as much, complain as much, and don't require all the vast number of free perks. I mean seriously, how many free cocktail hours can you have for 800-1000 Diamond Plus members on any one cruise in a fleet of nearly 20 ships before you start losing money. The supply of eligible passengers is not finite. You are replaceable. And the cruise lines know this and may be willing to take that chance by offering these type of restrictive fare policies for new bookings only, risking the loss of some business or the elite guests to attract a newer (entry level) guest.

[PartyAllDaTyme]

Is it just me, or does it seem like every cruise that's within the penalty period is now a "special?" If they're all special, none of them are special. To say the policy is that you can't get a price drop after final payment but you can upgrade, then exclude all the possible upgrades because the new prices are for new bookings only is deceptive.

 

I have no real quarrel with excluding price drops and even upgrades after final payment. But to imply that you can get an upgrade and then make it well nigh impossible leaves a bad taste.

[JohnHall1965]

Can't we all just get along !!

[Jade13]

Does someone have a cut and paste of the RCCL brands (Azamara/Celebrity/RCCL) price protection policy prior to May 17, 2010 that they can post?

 

Also, it seems that RCCL has gotten around this by making all pricing after final payment for "New Bookings Only".

[marci22]

Can someone tell me where I can find the official statement from Celebrity regarding the pricing change that took place on May 17, 2010? I would rather read it from an official source to make sure that I understand it completely. Thanks.

 

Actually, I just found this gem on the Celebrity website:

 

Are prices reduced at the last minute to fill space?

Subject: Pricing/Availability

 

In most instances there is no space available on our sailings within a week of the departure date and it is a misconception that rates are reduced drastically at that time. While it is possible that staterooms may become available for sale, the rate for these staterooms would have been increasing as the sail date approaches and the demand for space becomes higher. Thus, at the last minute the rates will likely be the same as during the entire last quarter or previous three months.

 

Truly, this is literary gold.

[HAL CCL RCL]

Last couple of weekends the cruise I have booked (past final) had a real nice price drop. I called in and asked to pay the difference to upgrade and was told it was for new bookings only. I asked how do I know that, the web page says "standard rate" was told "well it is", I said show me where it says that, was told well you have to call in and ask....*****. Used to be on the Tuesday specials the web page will say standard rate and then below that will have xciting rate with a ** by the amount. The ** meaning go read the fine print at the bottom that says for new bookings only. Now, I guess standard rate is "new bookings only" if someone calls in and asks to upgrade.