Problem with Captains Club loyalty program conversion dates

[Jade13]

We just got off of a 16 night Azamara cruise which started on November 9 and ended on Nov 25. With the old system we would have 2 points for a Veranda and a cruise over 12 nights. The cruise started prior to the new point system.

 

The conversion rate should be 60 points (2 x 30) based on their system. However both Elaine and her supervisor, Mike (who both refused to give last names), says everyone is being converted based on when the points come through the system (7-10 days), not based on the sailing dates (ours was before the change), so we will only receive 48 points (not 60) even though our cruise started over 2 weeks prior to the conversion. I think that is bogus.

 

If anyone else is in the same situation please post and email the Captains Club at captainsclub@celebritycruises.com

[upwarduk]

The Celebrity site says the new system starts with cruises which START from November 25th, so you should be awarded the points for your cruise according to the old system!

 

Mind I assume that Celebrity have already converted your old Cruise credits, so it's a very grey area.

[excitedofharpenden]

I think you need to wait and see and I'm pretty sure you'll get your 2 sailing credits converted to 60 tier points. The official press release said new points system for sailings commencing after the 25th November.

 

Phil

[ariawoman]

Azamara dates can be added into your credits for X? I didn't know that. I assumed it was like RCCL/X where you could get status but not earn by sailing on the other line.

[excitedofharpenden]

Azamara dates can be added into your credits for X? I didn't know that.

Yes, always has been and will continue (for the time being at least). It works the other way too. There is one total between the two lines.

 

Phil

[Jade13]

Azamara dates can be added into your credits for X? I didn't know that. I assumed it was like RCCL/X where you could get status but not earn by sailing on the other line.

 

Yes on Azamara. RCCL is status on that sailing only.

[Jade13]

The Celebrity site says the new system starts with cruises which START from November 25th, so you should be awarded the points for your cruise according to the old system!

 

Mind I assume that Celebrity have already converted your old Cruise credits, so it's a very grey area.

 

That is what it says but it doesn't talk about the conversion.

 

==

Celebrity Cruises Launches New 'Captain's Club' Program

Email

NOVEMBER 25, 2013

Enhanced loyalty program features two new tiers, with greater recognition and rewards

 

Celebrity Cruises is excited to announce improvements to its Captain's Club loyalty program.

 

Guest feedback helped define the new program features, which include two new, additional levels of status and rewards beyond the existing “Elite” level, which is the highest level of membership in the brand's current four-tiered program.

 

Effective on sailings commencing after November 25, 2013, the new Captain's Club will offer a six-tier program. The Club's current levels of “Preview,” “Classic,” “Select” and “Elite” will remain, with two new tiers -- “Elite Plus” and “Zenith" -- each with their own unique set of benefits and privileges.

 

Members who achieve the new Elite Plus status will receive an even higher level of recognition and broader benefits, including additional beverage and specialty dining discounts, complimentary 200-minute Internet packages, complimentary cappuccinos, lattes and more.

 

Members who achieve Zenith status will receive benefits and perks befitting this ultimate level of membership, such as access to Michael's Club Lounge (available fleetwide in 2014), a complimentary premium alcoholic beverage package, complimentary laundry, a 1,600-minute Internet package, and other benefits.

 

Celebrity's guests now can accelerate their progression through the loyalty tiers with a new Club Points system which recognizes the stateroom category as well as the days spent onboard. Members' previous cruise credits will be automatically converted into Club Points, and members will retain all of the benefits they earned in the program to-date – with no expiration. In many cases, guests may automatically become charter members of Celebrity's new Elite Plus or Zenith tier. It is important to note that no current members will lose any of the benefits they have come to expect and enjoy today. Full program details are available at http://www.celebritycruises.com/captainsclub

 

Another new enhancement is the ability to quickly access special pricing exclusively for Captain's Club members through the Captain's Club portal on the Celebrity Cruises website. By simply entering their name and Captain's Club member number on the site, they can instantly see available loyalty pricing.

 

“At a time when many loyalty programs are cutting back on benefits or making it more difficult to redeem rewards, we're thrilled to do just the opposite,” said Celebrity's Director of Loyalty Lee Moreau. “Guest loyalty is the cornerstone to any successful business, and that's why, at Celebrity Cruises, we make our guests the center of our attention. We hope this reinvigorated program will even more vividly show our guests how much we appreciate their loyalty, and allow us to welcome them back onboard even more frequently.”

 

About Celebrity Cruises:

Celebrity Cruises' iconic “X” is the mark of modern luxury, with its cool, contemporary design and warm spaces; dining experiences where the design of the venues is as important as the cuisine; and the amazing service that only Celebrity can provide, all created to provide an unmatchable experience for vacationers' precious time. Celebrity Cruises' 11 ships offer modern luxury vacations visiting all seven continents. Celebrity also presents immersive cruisetour experiences in Alaska, Australia/New Zealand, Canada, Europe and South America. Celebrity is one of six cruise brands operated by global cruise vacation company Royal Caribbean Cruises Ltd. (NYSE, OSE: RCL). For more information, dial 1-800-437-3111 or call your travel agent."

 

==

[dkjretired]

I think you need to wait and see and I'm pretty sure you'll get your 2 sailing credits converted to 60 tier points. The official press release said new points system for sailings commencing after the 25th November.

 

Phil

 

And remember that this is all new to the people at Celebrity, they need a chance to catch their breath also.

Edited November 26, 2013 by dkjretired

[DebbieMacG]

I finished a cruise on the 25th November (yesterday) and the same night had been awarded the cruise points based on the old system. I got two credits for the cruise (one for the cruise one because it was 12 days) these credits were then converted into 60 points.

[The_Big_M]

The site says the actual conversion event was on 23 Nov though.

 

"Effective on sailings commencing after November 25, 2013, the new Captain's Club will offer a six-tier program"

 

The above quote only refers to when the tier level benefits are offered on cruises - clearly you couldn't have the benefit before the conversion happened.

[dln929]

We just got off of a 16 night Azamara cruise which started on November 9 and ended on Nov 25. With the old system we would have 2 points for a Veranda and a cruise over 12 nights. The cruise started prior to the new point system.

 

The conversion rate should be 60 points (2 x 30) based on their system. However both Elaine and her supervisor, Mike (who both refused to give last names), says everyone is being converted based on when the points come through the system (7-10 days), not based on the sailing dates (ours was before the change), so we will only receive 48 points (not 60) even though our cruise started over 2 weeks prior to the conversion. I think that is bogus.

 

If anyone else is in the same situation please post and email the Captains Club at captainsclub@celebritycruises.com

 

I'd keep an eye on it but I think in the end you will get the points you're entitled to. On the Azamara forum Bill Lieber said they haven't fully figured out the new loyalty system that Azamara will implement. I'm taking an educated guess thinking that a V3 veranda on Azamara will carry the same points as a veranda on Celebrity, and that the V2 and V1 verandas will compliment the concierge and aqua verandas on X, point-wise. Bill said Azamara would make an announcement mid-December.

[cruisegirl1]

I had this same exact issue when RCCL converted credits to points. Not only did I not get the crossover cruise added to the credits before conversion, RCCL did not know if the should give me 2 credits or 14 points so I received neither and received just 2 POINTS fot the 7 nights in a suite.

 

OP- while you may not get the 60 points, stay on top of your account to made sure you get the 48 points.

 

Good luck

M

[uktog]

And I would prefer the 9th November cruise converted on the new basis as we would get 128 points not 90 :)

[upwarduk]

I finished a cruise on the 25th November (yesterday) and the same night had been awarded the cruise points based on the old system. I got two credits for the cruise (one for the cruise one because it was 12 days) these credits were then converted into 60 points.

 

Same completion date as OP, different ships, Equinox v Azamara.

Edited November 27, 2013 by upwarduk

[dkjretired]

I respect that people are upset but I for one would never book anything on a cruise to get an extra point unless the price was equal to what I was paying before. To me its sort of like going to a Casino and losing $500 to get a free buffet.

 

You also have to remember that on just about any of these programs, deals, etc, they always have a CYA clause in case of changes.

[deise17311]

It does seem bogus...the 2 points should be 60 not 48...

Edited November 28, 2013 by deise17311

[excitedofharpenden]

It does seem bogus...the 2 points should be 60 not 48...

It's not bogus because I don't think the OP has certainty yet that they earned points under the new system as opposed to the old. Perhaps they'll come back and tell us when the points have actually been credited. At that stage and if it's wrong then there's an issue.

 

Phil

[Jade13]

I finished a cruise on the 25th November (yesterday) and the same night had been awarded the cruise points based on the old system. I got two credits for the cruise (one for the cruise one because it was 12 days) these credits were then converted into 60 points.

 

Unfortunately that was not the case for us and I called today.

 

We lost 12 points in the conversion because they made a decision to base the change on when the points are converted over and even though our sailing on Azamara (November 9) ended before the new points systems, the points have still not come over and will come over as 48 points (3 x 16 nights) instead of 60 (2 x 60).

 

DebbieMacG, which ship and sailing were you on?

 

Thanks.

[Jade13]

It's not bogus because I don't think the OP has certainty yet that they earned points under the new system as opposed to the old. Perhaps they'll come back and tell us when the points have actually been credited. At that stage and if it's wrong then there's an issue.

 

Phil

 

I called today and was told that the points are added by the system. I spoke to Victoria in Captains Club and she went to her manager, Natalie, who said they were not making any exceptions and our points would be converted under the new system based on when they come over. This cruise began on November 9. Who else can I speak to besides emailing Captains Club at captains club (at) celebrity.com

 

They said I was the only one who called with this issue, but I believe there are others who just won't be aware of how the conversion was made.

 

Those who were in Suites will benefit from the delay.

Edited December 4, 2013 by Jade13

[maximusas]

I called today and was told that the points are added by the system. I spoke to Victoria in Captains Club and she went to her manager, Natalie, who said they were not making any exceptions and our points would be converted under the new system based on when they come over. This cruise began on November 9. Who else can I speak to besides emailing Captains Club at captains club (at) celebrity.com

 

They said I was the only one who called with this issue, but I believe there are others who just won't be aware of how the conversion was made.

 

Those who were in Suites will benefit from the delay.

 

Hi Jade13, sounds like you are having the same luck as me arguing a points issue. You could try contactmichael@celebrity.com which goes to the executive office of Michael Bailey (CEO). However, I don't fancy your chances as just received a response back regarding my issue with the same carefully scripted response as i originally got from captains club. I.e. No extra points, no exceptions regardless of when booked or sailed. Points are system generated and correct and based on a fixed point in time... Which in my humble opinion contradicts the press release. To coin a phrase from Little Britain... Computer says no... Cough! ... Although I do hope you get sorted and post the outcome on the forums

[Jade13]

Our points finally came over today for our November 9 Azamara cruise. We received 48 points for our Veranda (3 x 16). I called Captains Club because the cruise started November 9 and officially ended on Monday November 25.

 

They told me their executive decision was that the cutoff was November 24. Those on a cruise at the time of the conversion whose cruise ended on Sunday November 24 were converted from the old system.

 

This goes against what was officially posted,

Effective on sailings commencing after November 25, 2013, the new Captain's Club will offer a six-tier program. The Club's current levels of “Preview,” “Classic,” “Select” and “Elite” will remain, with two new tiers -- “Elite Plus” and “Zenith" -- each with their own unique set of benefits and privileges.

 

I know those in Suites are happy with this decision as they received over 100 points for a 16 night cruise. We actually disembarked on the 24th, but I know that was not the official end date.

 

If anyone had a cruise during the conversion that ended after November 24 and were converted using the 3 x conversion rate please let me know.

 

Thanks.

Edited December 13, 2013 by Jade13

[Orator]

Read my past posts on this. Think that more will start supporting my position once reality strikes.

[uktog]

I for one am more happy that my recent cruise was converted at the new rates. I am more unhappy at how my previous cruises in suites including 3 in the royal have been converted, in that I have been give then same 90 points for these 14, 16 and 18 nights cruises as someone in concierge has. I therefore see the conversion for my Azamara as a little bit of pay back

[Benita]

I was on the Reflection from November 23-30th. They announced the new program on Nov25th. The captain club representative said we would be credited with the old system. I checked my status on the internet today and they used the new system, it is not a big deal for us, as we were and will probably always be Elite and the difference was only 4 points between the two systems - we were in an Aquaclass suite, so under the old system would have received 60 points and under the new system it was 56 points. I am posting this just to point out what they tell you and what they do is not necessarily the same. I am glad I had 12 cruises before this with Celebrity ( and am Diamond Plus on RCL), because it would be very difficult to get to Elite if we were just starting our cruising life now.

[excitedofharpenden]

Read my past posts on this. Think that more will start supporting my position once reality strikes.

Charles, I know having read your previous posts that the thrust of your dissatisfaction is that you are now further away from being a Zenith cruiser, they aren't going to count your booked cruises that you'd worked out had you at or very near the old "100 cruises" club and with points being earned in a different way it is going to take you longer to get to be a top level cruiser. I'm perhaps at an over-sensitive stage at this moment in time having lost someone very close to me who I'd hoped would be around for longer. Life is just too short to worry about this kind of stuff, what status we can board the ship with etc etc. All of us here able to cruise are extremely lucky and privileged to be able to do it.

 

Phil