Cant see my booking on My Celebrity ...

[downundermatt]

Am unable to access my booking as it turns out I am part of a Group Reservation.

(my agent never told me that when I paid the deposit) - first time Ive had this issue in seven Celebrity Cruises

 

Was feeling dubious and anxious, and have managed to check in online, but am still unable to access my booking or see it at My Celebrity to access my booking and view excursions, options etc

 

Called Celebrity who told me it's a glitch in their system that may be fixed in September .... (sure hope so, even if the Cruise does not leave til November)

 

Has anyone experienced issues, and unable to view or access their own reservation ? Frankly I enjoy checking my booking as I think planning is half the fun - have spoken to and emailed Captains Club but don't expect a response for three weeks :(

[stevea36]

Am unable to access my booking as it turns out I am part of a Group Reservation.

(my agent never told me that when I paid the deposit) - first time Ive had this issue in seven Celebrity Cruises

 

Was feeling dubious and anxious, and have managed to check in online, but am still unable to access my booking or see it at My Celebrity to access my booking and view excursions, options etc

 

Called Celebrity who told me it's a glitch in their system that may be fixed in September .... (sure hope so, even if the Cruise does not leave til November)

 

Has anyone experienced issues, and unable to view or access their own reservation ? Frankly I enjoy checking my booking as I think planning is half the fun - have spoken to and emailed Captains Club but don't expect a response for three weeks :(

 

Being in a group has nothing to do with you not being able to see your reservation on their site. "My Celebrity" definitely sees your reservation as they are letting you do the pre-cruise check in for the sailing, but there is a bug someplace in their system that won't let you view the excursions,etc.

 

I'd suggest that you contact your TA and have them send you the list of excursions, options, etc., for your sailing so you can review them and make your choices. Then they can modify your reservation to cover whatever you want to book and prepay.

 

Steve

[loeb]

We are not part of a group, but I'm having a similar problem on booking excursions. I called last week and they said it would be fixed any day. I tried to have a representative from the Excursion Reservation number help and he could not do anything. He said wait 20 minutes and try on line again. This did not work and I called back, I was told should be fixed on Monday. It's Monday and still not fixed. I also sent an email on Sunday to Celebrity, the response was that they would respond - but not have heard anything.

 

Part of the problem might be that they recently changed our itinerary (deleted one port and added another one). I can find the excursions for the new port, I just can't book or see our reservation on My Celebrity.

 

THEY NEED TO HIRE MORE IT STAFF, continuing problems with their website is not good customer service.

[QE2_Fan]

Am unable to access my booking as it turns out I am part of a Group Reservation.

(my agent never told me that when I paid the deposit) - first time Ive had this issue in seven Celebrity Cruises

 

Was feeling dubious and anxious, and have managed to check in online, but am still unable to access my booking or see it at My Celebrity to access my booking and view excursions, options etc

 

Called Celebrity who told me it's a glitch in their system that may be fixed in September .... (sure hope so, even if the Cruise does not leave til November)

 

Has anyone experienced issues, and unable to view or access their own reservation ? Frankly I enjoy checking my booking as I think planning is half the fun - have spoken to and emailed Captains Club but don't expect a response for three weeks :(

 

I've heard of a lot of similar cases where bookings 'fall' out of My Celebrity and sometimes miraculously re-appear! But i have an issue where my wife's 3 dinner package has dropped out (and the payment details). I range Captains Club and they advised me ON THE PHONE that they could not access my booking as it was a 'GROUP BOOKING' and would need to speak to my TA! :eek::confused:

 

LOL but What The? My TA never booked the package - I DID through "MY CELEBRITY" portal. I sometimes think the 'Its a Group Booking' or 'Contact your TA" is a copout by some of the less experienced customer service assistants. Sure they may get a message on screen or can't access the booking the 'normal' way but they don't bother working out HOW to access it differently... well thats my take anyway :cool::rolleyes:

Edited August 6, 2014 by QE2_Fan

[downundermatt]

Spoke to Celebrity in Australia today, first they tried the cop out as I booked thru a North American agency - but why can I see the 09 November booking, and not the 23 November booking.

 

I want to confirm I have all the so called perks the agency promised me when I made the booking - a bit hard when I can't see my actual booking - when I used the Celebrity Contact us website the response is

 

" this page no longer exists - we'e working right now to improve the site "

 

As for the agency am waiting for a call back .....

[WNcruiser]

Am unable to access my booking as it turns out I am part of a Group Reservation.

(my agent never told me that when I paid the deposit) - first time Ive had this issue in seven Celebrity Cruises

 

Was feeling dubious and anxious, and have managed to check in online, but am still unable to access my booking or see it at My Celebrity to access my booking and view excursions, options etc

 

Called Celebrity who told me it's a glitch in their system that may be fixed in September .... (sure hope so, even if the Cruise does not leave til November)

 

Has anyone experienced issues, and unable to view or access their own reservation ? Frankly I enjoy checking my booking as I think planning is half the fun - have spoken to and emailed Captains Club but don't expect a response for three weeks :(

 

Yes, I have the exact same issue. Booked via an agency that gave me lots of free stuff:) but when I tried to add the res to My Celebrity I get an error. I found out it is a "group booking" and apparently there is an issue with the X website and groups.

 

I have plenty of time (dont leave until next year) but I do like to see it just to give me peace of mind. Hope its fixed soon.

[downundermatt]

Maybe we booked thru the same agency "one the of internet's largest cruise specialists"

 

I finally heard back today, they said to access my booking I would change my reservation number and lose my promised On Board Credit.

 

 

At this point I will persevere with Celebrity as I believe the problem is at their end (its their website after all). I too would like to view my booking to ensure all in order for my peace of mind if nothing else

 

Am still awaiting a reply to my two emails to Celebrity....:(

[mum and son]

Same here. When I try to add the cruise in My Celebrity it says this: Exception in com.rccl.command.ebiz.GetBookingOwnershipCommand... whatever that means :mad:.

 

The way I look at it is, you've taken my deposit, give me access to my cruise. That's only fair. I don't feel like my cruise is booked until I can see it in My Celebrity... I particularly don't like to log in and see "MY RESERVATIONS" with nothing listed under it... :(

[downundermatt]

Agreed, for 5K I should be able to view my booking - tis too late to double check the promised inclusions once on board ....

 

Besides how can I see if I've been upgraded if I can't see my booking (I get an identical response)

 

Suppose that's a downside of booking thru an overseas agency - the lack of Consumer protection - they are threatening to remove my advertised On board credit just to access my booking

Edited August 10, 2014 by downundermatt
forgot something

[Tara Jane]

Out of curiosity today I had a look at my booking on line and there it was, date, cabin, itinerary etc all correct but with a price of $660 more!!!

I am not allowing myself to panic as I have the email sent to me when I booked which was direct with celebrity showing the correct price. I got it at a great price. I also am owed OBC as I used a FCC for the booking, it isn't showing up but the celebrity staff member I booked with said it wouldn't show up until 90 days before sailing.

[mum and son]

they are threatening to remove my advertised On board credit just to access my booking

 

Huhhh??? Who is? Celebrity? Who is the OBC from?

[downundermatt]

The online agency I booked thru (large US agency) has told me I will lose my $100 OBC which she now tells me I received as I was booked as part of a group - I don't know anyone on board bar my partner :)

 

Suffice I too say I won't be booking thru or referring them to anyone, quite the opposite.

 

And we can't access our reservation - sailing in November.

[QE2_Fan]

The online agency I booked thru (large US agency) has told me I will lose my $100 OBC which she now tells me I received as I was booked as part of a group - I don't know anyone on board bar my partner :)

 

Suffice I too say I won't be booking thru or referring them to anyone, quite the opposite.

 

And we can't access our reservation - sailing in November.

 

Ouch :eek: If you're up for it I would dispute that with your TA, or her management as if you are not part of a known group and they offered you OBC and any other 'perks' then that deal should remain in place. I think some of the US TA's do arrange a lot of 'group' allocation which they can then use to sell better than online/RRP prices - or afford to throw in some perks like OBC or free Gratuities etc. But as the issue is due to something that you were not made aware of at time of booking (that group bookings cannot be seen via My Celebrity portal) I don't think they are in the right for you to be inconvenience or out of pocket. You are not cancelling the cruise after all!

 

I would even dispute with Celebrity if it truly is because your booking is a "GROUP" booking if thats the true technical reason why you cannot view it through My Celebrity. I may sound skeptical but having had my own issues with the My Celebrity portal, i have good reason to be :D;)

 

I suppose its up to you and how much that $100 OBC meant to you (it may not be a deal breaker if you still got a great price compared to here in OZ so not worth the hassle). or you may prefer to keep the $100 bucks and just rely on calling/emaling Celebrity or your TA for any extras like drink packages/dining reservations/shore excursions etc. Its a pain but it can still work for you without the My Celebrity access.....Good luck either way!

Edited August 11, 2014 by QE2_Fan

[hmorrow]

I can't see mine either, and I've been trying for 2 weeks. Travel agent called celebrity and was told they know about it and it's a computer glitch and they are working on it. Right.

I booked with Celebrity and then transferred to agent for more obc. Maybe we're being punished?????????????

I don't like not being able to see it either, and I can't access the tours, and I'm in the US.

Helaine

[CounselorCruiser]

We're also having problems with our TA on the Constellation on Nov. 5. We've been trying to access for 3 weeks now and are dealing with a Captain's Club rep who says it's being worked on after trying to email Celebrity and getting continuing 'error messages'. Hmmmmmmmmmmmmmmmmm. They do have an IT dept., right???

[wallie5446]

I guess I must just be luckie!

 

My Reservations Don't see your reservation below? Add it here. Print

 

11

Nights

 

Ultimate Caribbean Cruise

 

Celebrity Equinox

Reservation Number: XXXXXXX

Departure Date: Nov 10, 2014

Total Charge: $ xxxxxx USD

 

 

• Booked
  
• Departs in 91 Days
  

[hammo]

Same here. When I try to add the cruise in My Celebrity it says this: Exception in com.rccl.command.ebiz.GetBookingOwnershipCommand... whatever that means :mad:.

 

The way I look at it is, you've taken my deposit, give me access to my cruise. That's only fair. I don't feel like my cruise is booked until I can see it in My Celebrity... I particularly don't like to log in and see "MY RESERVATIONS" with nothing listed under it... :(

 

I tried logging in also and receive the same thing .:mad:

[workstocruise]

I just booked a cruise on the Equinox for next May and have spent the past week trying to find my reservation on the website. I keep getting that same error message. Asked my TA about it and he said he's never seen that before. Glad someone else is having the same problem. The best part is Celebrity sent me an email congratulating me on my booking but when I log in I can't find it. Go figure! Thought I was crazy!!

[Cruisin D]

We too have been having website issues, our reservations are there but not our "Pick Your Perk".

We booked back in March and everthing was great chose our Pick YOu Perk from what was on offer and paid all the relevant deposits, the customer service staff could not have been more helpful....well that is where it ended.....

We where having trouble with our Captains Club on line details also so after many many phone calls, need I say more.

During those phone converstions to the now less than helpful customer service staff I asked about the fact that we could not see our Pick Your Perk promo on our booking only to be told the it would show closer to the cruise.

We phoned again last week to find out the date for the final payment for our cruise to be told that "oh no madam you have not chosen a Pick Your Perk "Perk" and by the way your cruise price has increased, by this stage I am fuming at the less than helpful Customer Service guy who finally takes a moment to take a look back at our booking only to tell me again sorry madam but it seems that due to a computer glitch you "Perk" has been deleted, Why did this not get noticed before by the not so helpful customer service staff.

Anyway out booking has now been escalated to bee what the issues are, well that was a week ago and after another call yesterday it has been escalated again.

Sorry for the rant.....but I think that you all need to check your booking in every detail ASAP.

[downundermatt]

Last night I called Celebrity USA from Australia, and got the very same reply today by email - an email I had sent three weeks ago : -

 

" We regret any difficulty you have experienced on our website. At this time some of our reservations can not be added to the My Celebrity accounts online due to a technical issue. Our Web Team is aware of this error and they are working to correct it. "

 

I did ask them to send me a confirmation email which confirms my booking does thankfully,exist along with the Pick My Perk Option - it does not show the prepaid gratuities or OBC my agent promised me .....

 

Hoping the issue will be fixed before we leave Australia in three months

 

As mentioned earlier having booked 28 days at sea with Celebrity this vacation, the least I could expect is to access my booking - maybe I am asking too much

[QE2_Fan]

As mentioned earlier having booked 28 days at sea with Celebrity this vacation, the least I could expect is to access my booking - maybe I am asking too much

 

I don't think you are asking to much to use a tool that both promote and is available for the exact purposes you are attempting. It should not have glitches or technical issues (to the degree it does) and actually be released for public access. I do not consider it very well tested nor a very good public image of Celebrity.

 

That being said, its widely known how flaky the website is, they have acknowledged there is a technical issue so maybe its no use crying over spilt milk? Whilst it would be nice to have it is not a showstopper to the pending anticipation of you cruise and the trip itself (or it shouldn't be!!) LOL I have had to tell myself this as I am still not happy with how my wife's dinner package has dropped out of the system - yes due to 'technical' issues also!

 

They have confirmed your cruise booking exists which is the main thing (and I'd have no reason to doubt that) and from what i've read around these forums the My Celebrity area will not show OBC or Pre Paid Gratuities when you have booked though a TA - all the financials are 'hidden'. Not even sure if OBC shows up if you book direct with Celebrity - others can possible verify that.

 

Its confusing isn't it!! We have taken out the drink package on a pending cruise and at least that shows up as a "WAVE PROMO" so can see it has been applied - but the extra's of free internet and 25 bonus captains club points to be allocated post cruise do not show up anywhere as simple visual confirmation they have been applied.

 

For the bonus/perks whether offered by Celebrity or your TA you need to rely on the invoice/documentation you have received from the TA. If they do not list all you perks, then take it up with them and ensure they update your documentation to do so. And that is what you will need to take on board it seems (again seems many have done this already before you and I) so that unlikely event something has gone wrong you can refer the invoice to Guest Services onboard.

 

Even though we can't see it (and agree we should, would solve a lot of heartache and confusion) through My Celebrity, it seems only a very slim % actually have any issues - it all works out in the end :D

 

Hopefully they will resolve the technical issue impacting your specific booking, but I wouldn't count on it - and definitely would avoid letting it carry any weight towards the enjoyment of your overall cruise experience!

Edited August 13, 2014 by QE2_Fan

[keesu89]

Same here. When I try to add the cruise in My Celebrity it says this: Exception in com.rccl.command.ebiz.GetBookingOwnershipCommand... whatever that means :mad:.

 

 

 

The way I look at it is, you've taken my deposit, give me access to my cruise. That's only fair. I don't feel like my cruise is booked until I can see it in My Celebrity... I particularly don't like to log in and see "MY RESERVATIONS" with nothing listed under it... :(

 

 

We have had the same problem, and our cruise leaves in September, so it is unlikely the site will be fixed by then. I did manage to get confirmation of all we had ordered over the phone, and got the rep to email me that confirmation. I will be carrying the paper record to reduce the chances of problems on board.

 

 

Sent from my iPad using Forums

[focalist]

I have had no luck accessing or adding booked cruises through 'My Celebrity' for 2 weeks!

Contacting their web assistance didn't help.When I quoted the error message I was receiving they said they didn't know what that meant.!

I can see the bookings if I go through the 'already booked' section without signing in but even then I can only view them and see they are designated 'booked'. Can't do much else.

Not the first time this site has had difficulties and one would think they could do a much better job in maintenance and certainly public relations!

[downundermatt]

Just emailed the CEO - of course don't expect him to fix my issue, but think it's important his office are aware of the system glitches, that are costing his company $$$ - too often high level execs are shielded from such issues impacting their business - let's see what response I get (if any)

[QE2_Fan]

Just emailed the CEO - of course don't expect him to fix my issue, but think it's important his office are aware of the system glitches, that are costing his company $$$ - too often high level execs are shielded from such issues impacting their business - let's see what response I get (if any)

 

 

Let us know how you get on... Reading through so may posts that both outrightly complain about the website issues, or declare frustrations as a result of the website issues I'm at a loss as to how Celebrity keep their head in the sand and seemingly do or say nothing about it aside from the continuous generic 'we are aware' response. As you say sometimes senior execs are shielded from the truth so it will be interesting if you get a response. I'm no longer upset or frustrated with my own issues, it now simply intrigues me if they will finally get the message get things sorted!