Met head of Loyalty for Celebrity

[hcat]

19 hours ago, cruiseflyer38 said:

There is absolutely no need for any Loyalty level with the New Celebrity.  Just book a suite and you will be treated better than all the non suite Zeniths on the list.  We have been Zenith now for about four years but we were treated far better on Celebrity when we only had 20 cruises. Celebrities only "Loyalty" now is to those in their precious suites. (And of course those who drop big bucks in the casino.) Oh yes since 1996 I have brought dozens of new clients to Celebrity but that will no longer happen.

 

They made that  switch  in focus awhile ago....priority goes to suite guests who pay for the privileges. Once that began the loyalty program went way in the background and not  close to what it was in the past..  Hardly ever get a Cap Club newsletter anymore!

 

Latest shift is to extend  priority to  high stakes gamblers and folks who buy alot  of art. 

 

Nevertheless we enjoy our E + perks and would favor another level between that and Zenith...

[verizon]

48 minutes ago, TommyD3 said:

It was an Azamara survey but those were my choices also.

The point is they listed a free Sushi on Five lunch which is not a current Zenith benefit.

Tom,

I am thinking of Azamara cruise what are the perks they offered as  a Zenith member?

[TommyD3]

7 minutes ago, verizon said:

Tom,

I am thinking of Azamara cruise what are the perks they offered as  a Zenith member?

Listed in my post #147 above.

[goofysmom99]

As a Zenith, if you book an AZ cruise onboard, you get a 10% discount.  That's something.

[verizon]

8 minutes ago, TommyD3 said:

Listed in my post #147 above.

Oh Got it.Thanks.

[Orator]

Truth is that "double"and "triple "Zenith are not recognized loyalty levels and Celebrity is under no obligation to recognize them. Now that's not to say that they shouldn't do something for those achieving the points. Landmark accomplishments, like double and triple Zenith and marking 100, 150, or 200 cruises could be used by Celebrity for PR purposes. A picture with LLP on our recent 100 cruise could have been used to further publicity efforts, but no picture was taken by a Celebrity photographer. Celebrity doesn't quite get it that loyalty and recognition programs are a marketing tool. 

[Jim_Iain]

2 hours ago, verizon said:

Since I didn't get the survey.

These are my most critical;

1)Complimentary unlimited intenet.

2)Complimentary Premium drink package.

3)Complimentary Laundry

 

Least Flavor ;

1)20% off photo package.

2)Complimentary scoop of Gelator.

3)$5 match play.

I hope Miss Shey read this.

Agree -  Those would also be my exact choices.

[Orator]

8 minutes ago, Jim_Iain said:

Agree -  Those would also be my exact choices.

Same here.

[TommyD3]

59 minutes ago, Orator said:

Truth is that "double"and "triple "Zenith are not recognized loyalty levels and Celebrity is under no obligation to recognize them. Now that's not to say that they shouldn't do something for those achieving the points. Landmark accomplishments, like double and triple Zenith and marking 100, 150, or 200 cruises could be used by Celebrity for PR purposes. A picture with LLP on our recent 100 cruise could have been used to further publicity efforts, but no picture was taken by a Celebrity photographer. Celebrity doesn't quite get it that loyalty and recognition programs are a marketing tool. 

Since they give a free Aquaclass cruise at those levels it really is a recognized loyalty level !!!

[Orator]

6 minutes ago, TommyD3 said:

Since they give a free Aquaclass cruise at those levels it really is a recognized loyalty level !!!

Might be just semantics, but they recognize the points, but don't attach a loyalty level to the points. Double Zenith and Triple zenith designations were give. By some of those who achieved those lofty levels, not by Celebrity. Should they be formally recognized? I think so and there should be some additional benefits awarded. I'll never get there, but admire those like you and your family who have.

[verizon]

Celebrity just don't get it  that some people devoted their life just for cruising with them.Wake up LLP.

 

[hrhdhd]

On 3/16/2019 at 4:51 PM, goofysmom99 said:

If you book an Azamara cruise while onboard (an AZ, X, or RC), you get a 5% fare discount if you're Elite, 7% for Elite+, and 10% for Zenith, plus OBC.  That's a real tangible benefit for something right up front, before boarding.

 

Well, that's disappointing to hear. I tried to book an Azamara cruise last week on the Equinox, and the Future Cruise Consultant didn't mention that. (I ended up not booking mainly because it wasn't possible to have my four free nights applied, either. Also a disappointment.)

[Oville]

This thread has gone a bit off the rails.  I think it started out about Charles meeting with The Loyalty person.  Next there was a discussion about a level between Elite Plus and Zenith.  Now it has focused for a few pages on the couple of hundred Zeniths having their feelings hurt.  Don’t you all get the premium beverage package, free internet, access to Michaels Club/Retreat Lounge, free cruises at different levels and perhaps even more?  What am I missing?

 

Charles, maybe you can help me out here, why are Zenith members so angry?  Thanks, Katie

Edited March 18, 2019 by Oville

[Ma Bell]

1 hour ago, Oville said:

This thread has gone a bit off the rails.  I think it started out about Charles meeting with The Loyalty person.  Next there was a discussion about a level between Elite Plus and Zenith.  Now it has focused for a few pages on the couple of hundred Zeniths having their feelings hurt.  Don’t you all get the premium beverage package, free internet, access to Michaels Club/Retreat Lounge, free cruises at different levels and perhaps even more?  What am I missing?

 

Charles, maybe you can help me out here, why are Zenith members so angry?  Thanks, Katie

We're not all angry.  Personally, I think we have some remarkable benefits on the Zenith level. I'm very fortunate to be there and to always be treated well. I have been blessed to meet so many wonderful people on board Celebrity ships; staff, crew and passengers alike.

 

 

All that being said I think there is a feeling of disappointment that quite a few people are feeling.  As I said earlier, to me the benefits are great and should be difficult to attain but truthfully I'm more interested in the underlying corporate philosophy and product for everyone. We can have discussions about what kinds of freebies everyone should have but the truth is "there's no free lunch" for anyone. Just give us a fairly priced, excellent product without the pricing games and we'll all be loyal and recommend Celebrity to all our family, friends and acquaintances.

 

This nonsense of overpricing the cruises from the beginning then offering a new "discount" or set of perks bundled into the price where they have just added the cost of the discount into the price beforehand is really not inspiring confidence in the company.  The experimenting with trying to chip away at the little things that have always made Celebrity a success is puzzling to me. Changing the final payment date is also part of the mind game. More recently, the holding back of many  available cabins on the website to make people think they are selling well is very disappointing.  It's obvious from the many "fire sales" I've seen lately closer to sailing time  that this philosophy is beginning to backfire.

 

As someone who has obviously been a very loyal Celebrity cruiser and who has also brought many people to the product I wish Celebrity would concentrate on the cake instead of the frosting.  If someone asks me which cruise line I'm sailing I will tell them but I used to be an unpaid recruiter for the company. Now I'm a little bit afraid to make the recommendation.

 

I love all the staff and crew aboard the ships and that's probably the main reason I stick around but all this certainly makes it a lot more difficult for them to provide the kind of service they once could. How ridiculous is it that you can't even get a table in your cabin or on your balcony on the new builds. People are paying outrageous prices for Sky Suites and they don't even come with tables, chairs or loungers. That's just crazy.

 

Sorry for really going off the rails, I guess I'm just feeling a bit disappointed.

Edited March 18, 2019 by Ma Bell

[Oville]

6 minutes ago, Ma Bell said:

We're not all angry.  Personally, I think we have some remarkable benefits on the Zenith level. I'm very fortunate to be there and to always be treated well. I have been blessed to meet so many wonderful people on board Celebrity ships; staff, crew and passengers alike.

 

 

All that being said I think there is a feeling of disappointment that quite a few people are feeling.  As I said earlier, to me the benefits are great and should be difficult to attain but truthfully I'm more interested in the underlying corporate philosophy and product for everyone. We can have discussions about what kinds of freebies everyone should have but the truth is "there's no free lunch" for anyone. Just give us a fairly priced, excellent product without the pricing games and we'll all be loyal and recommend Celebrity to all our family, friends and acquaintances.

 

This nonsense of overpricing the cruises from the beginning then offering a new "discount" or set of perks bundled into the price where they have just added the cost of the discount into the price beforehand is really not inspiring confidence in the company.  The experimenting with trying to chip away at the little things that have always made Celebrity a success is puzzling to me. Changing the final payment date is also part of the mind game. More recently, the holding back of many  available cabins on the website to make people think they are selling well is very disappointing.  It's obvious from the many "fire sales" I've seen lately closer to sailing time makes it obvious that this philosophy is beginning to backfire.

 

As someone who has obviously been a very loyal Celebrity cruiser and who has also brought many people to the product I wish Celebrity would concentrate on the cake instead of the frosting.  If someone asks me which cruise line I'm sailing I will tell them but I used to be an unpaid recruiter for the company. Now I'm a little bit afraid to make the recommendation.

 

I love all the staff and crew aboard the ships and that's probably the main reason I stick around but all this certainly makes it a lot more difficult for them to provide the kind of service they once could. How ridiculous is it that you can't even get a table in your cabin or on your balcony on the new builds. People are paying outrageous prices for Sky Suites and they don't even come with tables, chairs or loungers. That's just crazy.

 

Sorry for really going off the rails, I guess I'm just feeling a bit disappointed.

Thanks for your reply and glad you appreciate the Zenith benefits.  The new builds furniture is indeed a bit crazy and annoying.

Edited March 18, 2019 by Oville

[cruiseerf]

48 minutes ago, Ma Bell said:

We're not all angry.  Personally, I think we have some remarkable benefits on the Zenith level. I'm very fortunate to be there and to always be treated well. I have been blessed to meet so many wonderful people on board Celebrity ships; staff, crew and passengers alike.

 

 

All that being said I think there is a feeling of disappointment that quite a few people are feeling.  As I said earlier, to me the benefits are great and should be difficult to attain but truthfully I'm more interested in the underlying corporate philosophy and product for everyone. We can have discussions about what kinds of freebies everyone should have but the truth is "there's no free lunch" for anyone. Just give us a fairly priced, excellent product without the pricing games and we'll all be loyal and recommend Celebrity to all our family, friends and acquaintances.

 

This nonsense of overpricing the cruises from the beginning then offering a new "discount" or set of perks bundled into the price where they have just added the cost of the discount into the price beforehand is really not inspiring confidence in the company.  The experimenting with trying to chip away at the little things that have always made Celebrity a success is puzzling to me. Changing the final payment date is also part of the mind game. More recently, the holding back of many  available cabins on the website to make people think they are selling well is very disappointing.  It's obvious from the many "fire sales" I've seen lately closer to sailing time  that this philosophy is beginning to backfire.

 

As someone who has obviously been a very loyal Celebrity cruiser and who has also brought many people to the product I wish Celebrity would concentrate on the cake instead of the frosting.  If someone asks me which cruise line I'm sailing I will tell them but I used to be an unpaid recruiter for the company. Now I'm a little bit afraid to make the recommendation.

 

I love all the staff and crew aboard the ships and that's probably the main reason I stick around but all this certainly makes it a lot more difficult for them to provide the kind of service they once could. How ridiculous is it that you can't even get a table in your cabin or on your balcony on the new builds. People are paying outrageous prices for Sky Suites and they don't even come with tables, chairs or loungers. That's just crazy.

 

Sorry for really going off the rails, I guess I'm just feeling a bit disappointed.

Beautifully said......Just had this happen for one of our cruises......Two years out booking price for Sky suite $7989 PER PERSON......7 weeks before departure, it was down to $2049 PER PERSON.  It was full...it wasn't full.....it was full.....And like you I question.....Who does this benefit?  The original pricing was so much...most of our group made alternate plans on other lines.....Your line "Celebrity should focus on the cake instead of the frosting".....Truer words have never been spoken!  Greatpost!  

[jagoffee]

2 hours ago, cruiseerf said:

Beautifully said......Just had this happen for one of our cruises......Two years out booking price for Sky suite $7989 PER PERSON......7 weeks before departure, it was down to $2049 PER PERSON.  It was full...it wasn't full.....it was full.....And like you I question.....Who does this benefit?  The original pricing was so much...most of our group made alternate plans on other lines.....Your line "Celebrity should focus on the cake instead of the frosting".....Truer words have never been spoken!  Greatpost!  

Do you really think that anyone actually paid even close to $8K pp for a Sky Suite?  7 day cruise?  I do not beleive it.  Perhaps it was much lower with the Cruise was initially released, then dropped after the “just in case” bookings were cancelled.

[cruiseerf]

1 hour ago, jagoffee said:

Do you really think that anyone actually paid even close to $8K pp for a Sky Suite?  7 day cruise?  I do not beleive it.  Perhaps it was much lower with the Cruise was initially released, then dropped after the “just in case” bookings were cancelled.

It happened to be a 10 day cruise and YES, people place lots of trust in their travel professionals.....who book and often don't check for price drops, or just book themselves and they don't know to check.... etc.  We have often met people onboard ships who, after a meal or two together, divulge what they spent and it has often been 2X+ what we have.  To quote Marci Syms......An Educated consumer is our best customer.......And many consumers are not.......Which is why we have billions of dollars of fraud each year in the USA etc......Not everyone is on cruisecritic........cheers.   

[Stateroom_Sailor]

1 hour ago, cruiseerf said:

It happened to be a 10 day cruise and YES, people place lots of trust in their travel professionals.....who book and often don't check for price drops, or just book themselves and they don't know to check.... etc.  We have often met people onboard ships who, after a meal or two together, divulge what they spent and it has often been 2X+ what we have.  To quote Marci Syms......An Educated consumer is our best customer.......And many consumers are not.......Which is why we have billions of dollars of fraud each year in the USA etc......Not everyone is on cruisecritic........cheers.   

 

I have even read comments here on cruisecritic, braggingly or indifferently, claiming that they book and never look back at prices again.  Guaranteed, a certain % of passengers paid that 8K!

 

We looked at the 12 day Hawaiian cruise for next month on the Eclipse, back in Nov 2017.  Prices were roughly $2,800 for Concierge, $3,600 Aqua, $5,500 for Sky Suite.  Too expensive for us, so we booked a Transpacific on the Millennium instead.  Luckily for X, we were apprehensive about trying HAL, despite it having superior itinerary.

 

Well, that cruise and several others got altered, to make room for a charter immediately following (destroying B2B incentive), and our itinerary became less attractive.  After weeks in limbo, those that booked direct shared the news, and of a 2 week window to transfer $200 OBC.  The Eclipse Hawaiian cruise had dropped $600, so we switched.

 

We ended up in Aqua for $1,750 (down from $3,600), before final payment, and almost upgraded to a Sky Suite Guaranteed after for $1,999.  It was very obvious that X's prices exceeded HAL and Princess for the first 12+ months, only to sell way under value in the final stretch.

 

It's baffling to see them expand this experiment into 2020...

 

Edited March 18, 2019 by Stateroom_Sailor

[villauk]

5 hours ago, cruiseerf said:

Beautifully said......Just had this happen for one of our cruises......Two years out booking price for Sky suite $7989 PER PERSON......7 weeks before departure, it was down to $2049 PER PERSON.  It was full...it wasn't full.....it was full.....And like you I question.....Who does this benefit?  The original pricing was so much...most of our group made alternate plans on other lines.....Your line "Celebrity should focus on the cake instead of the frosting".....Truer words have never been spoken!  Greatpost!  

 

 

Exactly, pax are seeing those prices and looking elsewhere. I, too, think X are messing with the inventory and making it appear cabin categories are sold out, only for those same cruises to be on the Exciting Deals or fire sales at very low prices. Ma Bell got it spot on: where is that cake as the frosting is getting thicker!

[villauk]

11 hours ago, Jim_Iain said:

Agree -  Those would also be my exact choices.

 

 

And probably 99% of the pax who replied.

[Shadow9612]

2 hours ago, cruiseerf said:

.Not everyone is on cruisecritic

I confess, i have learned so much from cruise critic ..including looking regularly for price drops before final booking. 

 

Admittadly, I didn't know/think to do this before I heard about it on cruise critic and relied solely on my TA...so I wouldn't doubt that I paid more than I needed to for some of my earlier cruises...

Edited March 18, 2019 by Shadow9612

[TeeRick]

8 hours ago, Oville said:

This thread has gone a bit off the rails.  I think it started out about Charles meeting with The Loyalty person.  Next there was a discussion about a level between Elite Plus and Zenith.  Now it has focused for a few pages on the couple of hundred Zeniths having their feelings hurt.  Don’t you all get the premium beverage package, free internet, access to Michaels Club/Retreat Lounge, free cruises at different levels and perhaps even more?  What am I missing?

 

Charles, maybe you can help me out here, why are Zenith members so angry?  Thanks, Katie

There is constant discussion on these boards that focuses on the alleged competition between Suite benefits (a cruiseline product offered at a much higher price for anybody who wants to pay for them) and Loyalty Benefits (a cruiseline program in a graduated tier offering perks to frequent cruisers).  Where is the confusion?  Why is a Zenith cruiser or an E+ cruiser focused on what suites get?  Unless they are in a suite?  Now I do understand if the Loyalty benefits are changing and are perceived by some frequent cruisers to be less than they remember in the past.  But I am very curious as Oville asks why some Zenith members are angry or disappointed?  What specifically have you lost?  Was there anything added or just a net loss?

[Stateroom_Sailor]

10 minutes ago, TeeRick said:

Why is a Zenith cruiser or an E+ cruiser focused on what suites get?  Unless they are in a suite?  

 

I'm going to assume that people have reached Zenith by stepping into a suite a time or two.  I'm sure someone out there is living on X in an inside cabin, doing dozens of B2Bs in retirement, but that's going to be an exception.  If Suite benefits = Zenith benefits, we are asking them to downgrade their taste in order to reap rewards of their loyalty, otherwise they should be happy to share the same benefits as newbies.

 

I was shocked to see several 7 day verandas, with similar size to a Sky Suite, going for $500 - $700 less on Crystal Cruise Line.  First time cruiser or Zenith, I know what I would choose.

 

[hcat]

10 minutes ago, TeeRick said:

There is constant discussion on these boards that focuses on the alleged competition between Suite benefits (a cruiseline product offered at a much higher price for anybody who wants to pay for them) and Loyalty Benefits (a cruiseline program in a graduated tier offering perks to frequent cruisers).  Where is the confusion?  Why is a Zenith cruiser or an E+ cruiser focused on what suites get?  Unless they are in a suite?  Now I do understand if the Loyalty benefits are changing and are perceived by some frequent cruisers to be less than they remember in the past.  But I am very curious as Oville asks why some Zenith members are angry or disappointed?  What specifically have you lost?  Was there anything added or just a net loss?

Observation rather than  complaint:

 

It's just not the same as in the past...no real priority for being E plus or higher.. Suites ( along with other newly favored groups) board first and leave first...walked to customs.   So that  valuable priority  perk is quite watered down or useless. 

 

  Staff dotes on Suite guests as expected but nothing very special  onboard is offered to E plus or higher..The Sr officers party which used to be an exclusive gathering and chance to meet the officers  and other frequent loyal cruisers in a cozy setting,  has been open to all Cap Club levels  recently on our cruises...Suite guests  seem to have more special events and access to best theater seat etc, They are the focus so not much goes into beefing up  the loyalty program that makes it a big thing anymore to move up,

 

We still like our internet and laundry perks and the E breakfast, esp if we will not be sailing in AQ with BLU,  but nothing that special anymore about moving up to E...too many cruisers at that level...esp with Diamond crossover!