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

[Jetswdo]

I too love Celebrity once on board--

 

but as nice as many of their reps are at customer service-

 

Celebrity web site and anything on Celebrity computers are impossible. Constant screw ups, so I believe every word that you wrote! (Been there, done that)

 

I wouldn't not go on a Celebrity cruise due to the annoyances with booking things---but knowing about the computer glitches:

 

I bring every paper that shows what has been paid for with me on the cruise.

When checking in to get on cruise for cruise pass, I check that it shows what it is supposed to. Also head straight to customer service once on board to double check everything. Once that is all straightened out, then you can relax and just enjoy the cruise.

 

Why Celebrity doesn't fix their computer glitches once and for all is beyond me!

[Jem 12]

We are onboard silhouette as I write this, the internet is pretty good in our deck 10 cabin. I paid and printed out a receipt for onboard credit we still have not had this show up on our onboard account, 2 visits to guest relations but still no credit I wish the celebrity website actually does what it says !!!!!!!!!!

 

 

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[Purplsmurf]

Sorry you had to go thru this mess! We always wait until we get on board to upgrade to premium and use our OBC to do it.

 

 

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[20pluscruises]

We are onboard silhouette as I write this, the internet is pretty good in our deck 10 cabin. I paid and printed out a receipt for onboard credit we still have not had this show up on our onboard account, 2 visits to guest relations but still no credit I wish the celebrity website actually does what it says !!!!!!!!!!

 

 

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Ours didn't show up until the second evening 6 months ago...and it may have been because we purchased something. Hopefully, it will show up soon!

[nngardener]

I booked a cruise in late November 2013 which offered the beverage package as a perk. We sail on February 2nd and in the last few days I called the Enhancement Desk to upgrade to the premium package. I was told that I didn't have the free beverage package for that cruise but they did show it for our b2b on 2/13/15. Nothing I said was working so her solution was that I had to call my TA and have her straighten it out. I did this and the TA had it worked out almost immediately. However, I was checking my credit card and the charge hadn't come through so I knew there was an issue. Another phone call to the TA and she got it solved although for a time there Celebrity was saying they might have charged me twice. The extra charge hasn't materialized but I'm still watching. I hope and pray all this is not totally resolved and we can go on the cruise totally carefree. Just a few more days to find out.

[K.T.B.]

Am I the only one who checks their booking daily to make sure that it's still there? I've read too many horror stories of people losing their booking and the cabin they selected.

[colombiangirl]

Nope! I do as well.

 

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[Tara Jane]

I check daily, if not several times a day. My OBC from using a future cruise certificate didn't show up in my booking until about a week out. when I saw it I quickly took a photo in case it then disappeared, shows how trusting I am of the website.

Once on board the OBC showed up the 2nd or 3rd night and all was good. I spent a little and withdrew the rest through the casino with no probs.

[scifimonkey]

I realise that people like to get everything arranged before they board but when I compare the OP's experience with the 2 minutes at guest relations when I boarded, that it took to upgrade our drinks packages from classic to premium, I would suggest doing it on board. It's counter intuitive but it seems like it's actually less stress than trying to arrange it up front.

[Pushka]

I waited until I was onboard. Was sitting in the buffet having the first lunch and asked the first waiter who approached me if I could upgrade our package. He said certainly can and brought me a cappuccino. Five minutes later he handed me back the card with the upgrade attached. Very easy.

[itzmered]

if you read every cruise line board on Cruise Critic you will find out that pretty much everyone of them have customer service departments that are below par. The majority of them havent a clue to what goes on on board what is available etc. and if you call back several times you will get a different answer on the majority of the calls :rolleyes: Sounds like you had a typical experience. Like someone else above stated the onboard experience is much much better ;)

[GottaKnowWhen]

if you read every cruise line board on Cruise Critic you will find out that pretty much everyone of them have customer service departments that are below par. The majority of them havent a clue to what goes on on board what is available etc. and if you call back several times you will get a different answer on the majority of the calls :rolleyes: Sounds like you had a typical experience. Like someone else above stated the onboard experience is much much better ;)

 

I have limited experience so far win Celebrity. A few phone calls, many more web interactions. Yes, maybe the reps could do better, but they are crippled by a horrible horrible old-fashioned database system with a fancy web design hanging in front of it. "Your account is locked out because someone else is logged into it." Pure idiocy on the part of the db designers. Or incompetence. I was writing multi-user db access systems with safeguards on conflicting inputs 15 years ago. And that was as a hobby, volunteering my efforts for a campaign; I am not a programmer. I just hope that the absurd number of times I have been told "your reservation cannot be found" reflects a lot of intense work to totally overhaul the system.

[alenushka]

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:

 

I don't know why, but the whole situation is so crazy (and you have a nice sense of humor) it makes me laugh reading your post...this is crazy.....I am so glad you finally got the upgrade.

I think i will ask my TA to upgrade for us or just wait and do it when we embark. Thank you for sharing your story and saving us a lot of time - not calling them!. I hope you have a wonderful cruise! We love Celebrity

[royalcruz]

I hope they soon fix the issue of no access to account because someone is logged in...I called and got someone...I told him that I wanted to change promotions and to change my cabin...he looked at my account and transferred me to the enhancements department...then of course that dept couldn't help me because the person who first answered the phone looked at my account! Anyway, the enhancements dept rep. didn't know what she was doing and had to put me on hold to ask her coworkers questions and then told me she wasn't aware of the promotion that I had seen on the website.

 

I called back an hour later and got a terrific rep who didn't have to ask anyone anything and knew exactly how to help me.

 

So don't speak to anyone who answers the phone about what you want because they'll look at your account and then no one else can help you.. Just ask for the dept that you want, like enhancements or Captains Club.

 

This is madness, isn't it? :eek:

 

Oh, and don't preorder anything unless it is limited to the number of people, like restaurant and excursion reservations. There is no need to prebook drinks packages or upgrades to packages. Unless of course you get a better exchange rate now.

Edited January 24, 2015 by royalcruz

[Celebrity Cruises]

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:

 

Hi there,

 

We're sorry about this issue. Can you please send us an email at concerns@celebrity.com with your reservation number and contact details? Thanks!