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You’re not going to believe this…or maybe you will!

Katgrl494

By Katgrl494,
in Celebrity Cruises

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Katgrl494

Katgrl494

Posted
Posted

First off, I am not one to complain, I don’t expect perfection and usually roll with the punches and try to make the best of things….

 

However, I was shocked when it literally took me FIVE attempts with Celebrity to simply upgrade from the Classic Beverage package (that I got as part of het 123 promo) to the Premium Beverage Package.

 

Attempt #1: Went on Celebrity website and looked up Beverage packages and the system knew that I already had the Classic Beverage package so it showed me an option: “To upgrade to the Premium Beverage Package for $10 per person per day, click here”. So I clicked it and then I clicked on check out. It then showed that I had a new balance owing of $1.062.00!!! Wait, what???? :confused: My balance before was $0. I immediately called Customer Service and the woman on the phone said she would take a look. She said it should only cost $87 per person. She asked me to log out as she couldn’t get in to my account while I was logged in. I logged out but she still couldn’t get in after several minutes she told me to call back in an hour.

 

Attempt #2: It was late so I called back the next day, spoke to another rep and asked to have my Classic Beverage package upgraded to the Premium Beverage Package, he said "no problem it will cost you $87 per person" I said great! and he asked if there was anything else he could help with and I said no and then he said, please hold. After a LONG wait, he came back and said “I’m sorry but you will have to call back in one hour we are having a technical issue”.

 

Attempt#3: Called back later, got another rep and made the same request. she said, “I’m sorry, the only way you can upgrade your beverage package is to cancel your original package completely and then you pay the full Premium Beverage Pkg price”. Wait, what???? :eek: When I explained that two other reps had already said that I could upgrade by paying $87 per person she became very condescending and said “I don’t know what you were told M’am but this is our policy”. I then said that it doesn’t make sense since I received the Classic Beverage package as a free perk and that even their own website indicated that I could simply upgrade for a small fee. She then said, “let me take a look at your account” – I gave her my reservation # - after several minutes she said “you don’t even have the Classic Beverage package”. Wait, what?!! I knew I did as confirmed by my final invoice receipt from my TA and by the previous reps that I spoke to. I said, “thank-you, goodbye”

 

Attempt #4: Called back and the next rep said, no problem it will cost you $87 per person, and I said “great, I’d like to upgrade now please” - then she said she couldn’t get in to my account because someone else was logged in. I hadn’t logged in that day and so I assumed that it was the previous rep that I had just spoken to. I was asked to call back in an hour.

 

Attempt #5: Called back the next day and the next rep said, “no problem it will cost you $87 per person, are there any other enhancements or excursions that I can help you book at this time?” I ended up booking an excursion as well. FINALLY!!!:)

 

BUT, I went online today to double check my account details and the upgrade to the Premium Beverage Package was there but my excursion was not! But the cost WAS reflected on my credit card. I am bracing myself before I call them again.

 

This is only my 2nd cruise, first with Celebrity. I’ve already decided Celebrity is NOT the cruise line for me. Too much stress.:(

 

This whole ordeal has me worried and has put a real damper on my pre-cruise excitement.

 

Just wanted to vent. :rolleyes:

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richstowe Great Review Rare

richstowe

Posted
Posted

Perfectly reasonable that you would be frustrated and annoyed with your experience.

I can only say the onboard experience is much much better then the offboard one.;)

 

I decided to pay my balance on line after booking with a Celebrity rep . It took my Credit Card info

but the balance didn't change . I called up and they said I shouldn't have done that . Huh ?

Yes they said once you book by phone , you shouldn't pay the balance on line. I asked why not

and if not, why did it let me . It took 5 or 6 days for the amount to "fall off" my credit card

but not before I called Celebrity multiple times. Shesh !

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mla1962

mla1962

Posted
Posted

I have always booked on-line with Celebrity. As a matter of fact, everything was ordered and paid before I even left on the cruise (excursions, tips, drink packages, spa).

However, this time I have had to call several times because I could not get what I wanted on-line. Not sure if it is their system but it is definitely not what I have been used to with Celebrity Cruises.

I really hope it is just a kink in their system and not the way it will be from now on.

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Duanerice1

Duanerice1

Posted
Posted

That stinks but don't let it frustrate you. They are like 2 different companies . The non ship people then the actual cruise . The cruise is so wonderful but getting to that point can sometjmes be a challenge

 

just wait and go in wigh an open mind.

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monicajay

monicajay

Posted
Posted

After reading so many threads regarding Celebrity Customer Service it doesn't surprise me at all.

 

I too had terrible difficulties adding the premium package to our first cruise. Fortunately, we had a great trip so I booked another. This time, I guess I was lucky, it was easy to upgrade to the premium package.

 

I'm sure you'll love the cruise.

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wwcruisers

wwcruisers

Posted
Posted
Who, understand your frustration. Did you call the Enhancement Dept directly? I've never had a problem with them. Direct # is 800-722-5941. After all that I hope it's straightened out soon.

 

Yes, for us -- a phone call to a live person at X is always preferable to dealing with that nightmare of a website! :eek:

 

But, for anyone else agonizing over this -- don't worry. ;) There are people lined up from the moment you board, who will be more than happy to help you purchase or upgrade your drink package! :D

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colombiangirl

colombiangirl

Posted
Posted

I've had quite the opposite experience, thankfully. Without a problem I have been able to add beverage packages, tours, prepaid tips and specialty dining. I don't like to do those things online and every time I have called has been a pleasant experience. Just lucky, I guess!

 

Sent from my SAMSUNG-SM-G870A using Forums mobile app

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DinaS

DinaS

Posted
Posted
First off, I am not one to complain, I don’t expect perfection and usually roll with the punches and try to make the best of things….

 

However, I was shocked when it literally took me FIVE attempts with Celebrity to simply upgrade from the Classic Beverage package (that I got as part of het 123 promo) to the Premium Beverage Package.

 

 

This is only my 2nd cruise, first with Celebrity. I’ve already decided Celebrity is NOT the cruise line for me. Too much stress.:(

 

This whole ordeal has me worried and has put a real damper on my pre-cruise excitement.

 

Just wanted to vent. :rolleyes:

 

You had more patience than I would have had. On the second call/attempt when they said to call back yet again, I would have asked to speak with a supervisor.

 

If they couldn't help, I am not sure what I would have done.

 

I know I wouldn't have called 5 times for something that should have been taken care of in 5 minutes.

 

Celebrity doesn't seem to care about the customers they are losing through their ridiculous website issues.

 

Oh well.

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RickT

RickT

Posted
Posted
Why would you waste your time, when you can simply walk onboard, go to any bar, and say, "Premium Package, please."?

 

Can't speak for the OP but I suspect it's due to a very favourable exchange rate. I upgraded my package last week and saved about 10% over what I would have paid if I waited until I was onboard.

 

And I guess I must have a "special" phone number. Unlike folks who call and say they wait forever for a live person, my calls are usually answered within a minute. And unlike the OP, my calls are handled quickly/promptly and correctly :cool:

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miched

miched

Posted
Posted (edited)

To avoid any complications upgrade on board the ship. That way you will know that you have it.

 

Two times in a row when the classic pack jsut started as a perk I upgraded and paid in advance for the premium pack. Upon check in at the port and getting my sea pass no drink pack was indicated. I was told that I had to see customer relations on board. Got on board and there was a long line at that desk as many people were there trying to get a free upgrade. A gatekeeper came thru the line and if all you wanted was to see about a upgrade he took your name and said goodby. I got to the desk and they told me that my name was not on the list. I showed them my confirmations, billings and emails from the TA on my smart phone and printed out papers. was told that didn't mean anything. Called my TA and 3 hours later a got a call back that it was resolved. Went thru this for both cruises.

 

Don't give them any more money in advance than you have to. if you think you have problems now it is nothing compared to being on the ship for a 14 day cruise trying to get what belongs to you on a weekend when a lot of TAs may not be available.

 

happy cruising 🌊🚢🇺🇸🌞

Edited by miched
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DinaS

DinaS

Posted
Posted
Sorry for your issue. But I've never had an issue with any customer service with Celebrity. Everyone I have talked to was pleasant and very helpful.

 

 

Remember to always enjoy your cruise, and don't sweat the small stuff.

 

While I agree with your sentiment, I don't agree that having to call Customer Service 5 times is "small stuff".

 

It's unacceptable customer service in ANY industry.

 

Period.

 

And it all started because of Celebrity's horrible website issues.

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Katgrl494

Katgrl494

Posted
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Posted
Why would you waste your time, when you can simply walk onboard, go to any bar, and say, "Premium Package, please."?

 

I had read in another thread that the exchange rate (for those of us in Canada) is much better if you purchase beforehand than it would be if you wait and purchase it on board.

 

Also, for those who mentioned it, I was dealing with the Enhancement Dept!:rolleyes:

 

They weren't unpleasant ( just the one woman was condescending) but they were not able to do their jobs properly. mainly due to their "system" and technical issues.

 

I sail this Sunday, hope it will all be worth the aggravation!

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Trainer

Trainer

Posted
Posted

This is why I use a travel agent: the same one every time. He takes care of my requests, including changes, additions, and every problem. Not everything I want CAN be fixed, but if it can he fixes it. A good, cruise specialist knows how and what to do. I have rarely called Celebrity and when I do I go straight to Captains Club phone.

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TeaBag

TeaBag

Posted
Posted

Katgrl, I admire your perseverance! My phone would have been in little bits after about the 4th attempt to get the problem straightened out. Celebrity's web site is a disgrace to such a wonderful company. As others have said, the on board experience is totally different. As for your tour, bring proof of your booking just in case there is no record of it when you get on the ship. Enjoy your cruise to the fullest, you deserve it.:)

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