Cigar City Nole Posted December 4, 2018 #1 Share Posted December 4, 2018 Has anyone tried to call Customer Service for Celebrity? They are absolutely GOD AWFUL ....... waited over an hour last night to speak to someone and never could get through ----- tried today when I ran out for lunch and 20+ minutes later I gave up! Also tried a couple times this past weekend. I figured I might get them to respond if I made comments on Twitter/Facebook/Instagram --- they messaged me to send my contact info, which I did. Still ... no response ... not even to my messages I've sent them since their initial..... nothing ... nada ... zilch! ....and this is SO THAT I CAN PAY MY BALANCE! [because their online and phone systems are absolute garbage] God forbid something of real importance was on the line here ... can't imagine how unresponsive they would be to an actual problem. This is my 1st cruise with these folks .... really not making me feel like they give a crap one way or the other Link to comment Share on other sites More sharing options...
kenevenpar Posted December 4, 2018 #2 Share Posted December 4, 2018 Thank goodness the service onboard is, for the most part, outstanding. I will say, I have never had a wait as long as you had, and I agree, their IT/Web is problematic at best. Link to comment Share on other sites More sharing options...
Cigar City Nole Posted December 4, 2018 Author #3 Share Posted December 4, 2018 nowhere on their website to pay my balance .... when you do the automated phone tree it keeps telling me I have to speak with someone ---------- and nobody answers the phone beyond infuriating Link to comment Share on other sites More sharing options...
kenevenpar Posted December 4, 2018 #4 Share Posted December 4, 2018 Look on your booking confirmation, their should be a different phone number. I'll look to see if I have it handy. Link to comment Share on other sites More sharing options...
wendycook22 Posted December 4, 2018 #5 Share Posted December 4, 2018 You can try this numberCelebrity Cruises (800) 437-3111 It is Reservations Dept. Link to comment Share on other sites More sharing options...
kenevenpar Posted December 4, 2018 #6 Share Posted December 4, 2018 Try 800.556.8209 Link to comment Share on other sites More sharing options...
Cigar City Nole Posted December 4, 2018 Author #7 Share Posted December 4, 2018 thanks --- tried that number along with 888-751-7804 ... to no avail Link to comment Share on other sites More sharing options...
Ex-Airbalancer Posted December 4, 2018 #8 Share Posted December 4, 2018 Last couple of times , I had excellent service calling in 1 Link to comment Share on other sites More sharing options...
Cigar City Nole Posted December 4, 2018 Author #9 Share Posted December 4, 2018 (edited) 4 minutes ago, Cigar City Nole said: thanks --- tried that number along with 888-751-7804 ... to no avail went to new bookings and made them help me ... they were quick to answer in group sales Edited December 4, 2018 by Cigar City Nole Link to comment Share on other sites More sharing options...
StillLooking4Adventure Posted December 4, 2018 #10 Share Posted December 4, 2018 I can sometimes suck It is especially bad now, I'm assuming due to their $25 deposit offer, the 30% offer and the new cruises being released all at the same time. (Good Planning) Link to comment Share on other sites More sharing options...
Luvcrusn Posted December 4, 2018 #11 Share Posted December 4, 2018 Try the Captains Club # 1-800-760-0654. I realize you've not sailed with them yet, but they can give you a number as a preview member and perhaps give you some service. At least they'll answer the phone. Link to comment Share on other sites More sharing options...
Jeremiah1212 Posted December 4, 2018 #12 Share Posted December 4, 2018 4 hours ago, wendycook22 said: You can try this numberCelebrity Cruises (800) 437-3111 It is Reservations Dept. This number has an automatic payment system. I used it recently. Will that not work for you? 1 Link to comment Share on other sites More sharing options...
RCIGUY Posted December 4, 2018 #13 Share Posted December 4, 2018 I have been having the same problem. Spent more than 2 hours, over the course of two attempts to get my wives name on our existing reservation. Hasn't happened yet! Looks like I could be sailing with TBD in my cabin! I have never experienced this type of problem. Somebody needs to look at the true statistics regarding customer service. THEY NEED TO STOP TOOTING THEIR OWN HORN! Link to comment Share on other sites More sharing options...
txflood33 Posted December 5, 2018 #14 Share Posted December 5, 2018 I have never had any issues with the web site or calling in. I've made a payment online as well as called in to make a payment. When I called in, I called in right when they opened on the weekend. Never more than a 15 min wait. Link to comment Share on other sites More sharing options...
bikerunner Posted December 5, 2018 #15 Share Posted December 5, 2018 Yeah there phone volume had been very high because of the above mentioned sales etc. I made my res with them thru web site then transfer the reservation over to travel agent to get xtra perks. Works great every time. And much easier dealing with travel agent 1 Link to comment Share on other sites More sharing options...
jelayne Posted December 5, 2018 #16 Share Posted December 5, 2018 Interesting, I have not seen where they promote themselves as being #1 in Customer Service. But I can name a couple of cruise lines I think are far worse. I agree their IT is lacking and anyone who tries to do anything online on the weekend is begging for trouble as that is when they do routine maintenance and updates. I transfer my bookings to a TA but with the recent sale I called Celebrity on 2 different occasions and didn’t wait more than 90 seconds. Hope you get through and get your payment made with any more long hold times. Link to comment Share on other sites More sharing options...
Denny01 Posted December 5, 2018 #17 Share Posted December 5, 2018 (edited) OP,. I’ve had good and other times confused Celebrity phone support, but not lately. I use TA’s now and haven’t had a reason to call them. I’ve not seen Celebrity ‘tout’ their customer service as #1. I searched their website a bit and did a search on customer service ratings and didn’t see anything on any Cruise Line. Where did you see that? Den Edited December 5, 2018 by Denny01 1 Link to comment Share on other sites More sharing options...
Rare DrKoob Posted December 5, 2018 #18 Share Posted December 5, 2018 This is the reason you use a Travel Agent. You can always get them on the phone and then let them deal with Celebrity.or whatever cruise line you are trying to call. Spending hours on hold is their job. And if they have been doing the job long enough, they know the tricks of the trade getting through. And Travel Agents cost you nothing! They are paid for by the cruise line, not you. By the way, I am not talking about the big box online travel agents but a real, sit down and talk about travel with you agent. They still exist. They really do. Link to comment Share on other sites More sharing options...
Bo1953 Posted December 5, 2018 #19 Share Posted December 5, 2018 Very good points made by many about how to make payments, alternatively, yet many do not take into consideration that those who insist on doing with a 'human' via telephone to X directly may not have the ability or desire to accept other methods of achieving the same goal by different means. Apparently their telephones and computers cannot navigate other options or ways of getting things completed, quickly and easily.. or they have yet to be able to understand that there are, really, other ways of achieving the same ends because it is the way they have always done it... Also, I have found when calling and received the message as to how long it might be or not to get an agent, I usually hang up and try another time when I think it might be easier (read: early morning, late afternoon or late evening). Happy Calling and bon voyage Link to comment Share on other sites More sharing options...
paulh84 Posted December 5, 2018 #20 Share Posted December 5, 2018 14 hours ago, RCIGUY said: I have been having the same problem. Spent more than 2 hours, over the course of two attempts to get my wives name on our existing reservation. Hasn't happened yet! Looks like I could be sailing with TBD in my cabin! I have never experienced this type of problem. Somebody needs to look at the true statistics regarding customer service. THEY NEED TO STOP TOOTING THEIR OWN HORN! You can do this online also. Is that option not working? It worked just fine last week when I did it. Link to comment Share on other sites More sharing options...
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