Celebrity website

[juliet]

I'd have to rate Celebrity's website one of the worst to try to navigate.  If they want to sell cruises you'd think they'd make it easier to check cruises and go back and forth.  The absolute worst and very frustrating!!  Just venting!

[mom says]

Welcome to the club. Our numbers are legion.

[mnocket]

It's what happens when the people who design a website don't understand the user base and how they want to access the information and functionality.

[Luvcrusn]

I also think it would have been nice if the designers of the site had ever planned a cruise and had a vague idea about what cruisers need when doing so. Believe it or not, although it's still sorely lacking it's worlds better than when the new site launched two years ago. I suggest ONLY accessing the site when using an InPrivate or Incognito window, regardless of what device or browser you choose.

[cruisestitch]

But they claim it’s “award-winning”

 

Does anyone have any idea just what award they were supposed to have won?😢

[cricketgirl]

 

3 minutes ago, cruisestitch said:

But they claim it’s “award-winning”

Does anyone have any idea just what award they were supposed to have won?😢

 

 

Perhaps this?

 

Edited March 27, 2019 by cricketgirl

[Alakegirl]

Or this

Edited March 27, 2019 by Alakegirl

[juliet]

1 hour ago, Luvcrusn said:

I also think it would have been nice if the designers of the site had ever planned a cruise and had a vague idea about what cruisers need when doing so. Believe it or not, although it's still sorely lacking it's worlds better than when the new site launched two years ago. I suggest ONLY accessing the site when using an InPrivate or Incognito window, regardless of what device or browser you choose.

Does browsing in an InPrivate or Incognito window help.  I just did and didn't see any difference.  ??

[tallnthensome]

You think the Celebrity site is bad, try the MSC website ...... makes Celebrity's look like the Gold Standard of functionality ..... Yes, it sucks though ......

[Luvcrusn]

20 minutes ago, juliet said:

Does browsing in an InPrivate or Incognito window help.  I just did and didn't see any difference.  ??

I've found that when doing anything with my reservations it helps. Browsing sometimes yes, sometimes no.

[misterkevin]

It had been pretty good for a while since last summer when they upgraded it, but it's gotten worse lately. I'll try the incognito browsing window trick.

 

Lately, however, I've been frustrated because Celebrity sent me a note a week ago about limited discounts for dining, internet, and excursions on our July cruise. The site would not let me get to the cruise planner to check prices or book anything. I got error after error and would then be locked out for 20 minutes. It still won't work.

 

When I tried to call Celebrity, the wait times were totally unacceptable. The recorded message would tell me I had a 7-14 minute wait and I waited over 30 minutes three different times before hanging up.

 

I called my travel agent to help me. She said she typically waits 40 minutes to get through to booking for Celebrity and that in her experience, it's the worst between all of the major lines. 

 

That's really too bad, because I love the Celebrity cruising experience so far, but the internet and telephone booking is broken.

 

I wrote an email to Celebrity documenting this. There was no acknowledgement of my email nor any response.

For a premium cruising line, it hurts their bottom line. They must bank on how loyal their customers are.

[Altamar]

Hi all, very frustrating I have been trying to log in since the spring sale, to no avail for my July 6 equinox cruise. Was told by Celebrity it’s an IT problem  that according to them only affecting equinox cruises☹️

[Reel Love]

Someone at Celebrity was shooting you a line.  We are booked on the Silhouette in Feb 2020 and I have not been able to get into my cruises planner for over two weeks.  Have called twice and had my TA call as well.  She was told the entire website was down.  No consistency at all in their messaging!!

[Altamar]

Sorry you too are having this problem. Hopefully it gets resolved soon for everyone 

[Reel Love]

3 minutes ago, Altamar said:

Sorry you too are having this problem. Hopefully it gets resolved soon for everyone 

I feel badly for folks like yourself who have a cruise coming up in the near future and want to get on to plan excursions etc.  :(     You're so right...very frustrating!

One thing that might help until website issue is resolved, is don't actually try to sign in to your cruise planner.  Just go on the Celebrity site and look up excursions, dining packages etc.  (Maybe you have been doing this already). At least you can do some research and check pricing.  Don't know if they will show any sales or not though?  

Good luck. :) 

 

[Altamar]

Thanks for your suggestions, will give it a try.

[h20skibum]

I feel badly for folks like yourself who have a cruise coming up in the near future and want to get on to plan excursions etc.  :(     You're so right...very frustrating!
One thing that might help until website issue is resolved, is don't actually try to sign in to your cruise planner.  Just go on the Celebrity site and look up excursions, dining packages etc.  (Maybe you have been doing this already). At least you can do some research and check pricing.  Don't know if they will show any sales or not though?  
Good luck. :) 
 

Usually, the sales for dining, excursions, etc., are different for different sail dates and different ships.


Past Reviews post 184

[Alushar]

We have the same problem for our Equinox September sailing and it's driving me crazy!

 

I love the planning aspect of the pre cruise and have OBC to use but I can't look at anything. I'm very concerned I'll miss a sale as i did the last one that i could use for specialised dining or an excursion.

 

I've talked to, emailed, live chatted to Celebrity until I'm blue in face and actually feel like cancelling the whole trip! (problem is we seem to have a real bargain)!

[Bo1953]

2 hours ago, Alushar said:

We have the same problem for our Equinox September sailing and it's driving me crazy!

 

I love the planning aspect of the pre cruise and have OBC to use but I can't look at anything. I'm very concerned I'll miss a sale as i did the last one that i could use for specialised dining or an excursion.

 

I've talked to, emailed, live chatted to Celebrity until I'm blue in face and actually feel like cancelling the whole trip! (problem is we seem to have a real bargain)!

Well, another suggestion might be, when you cannot access the website, call X and keep them on the phone explaining every option and pricing then have them book it... this could take hours of their time and after a few calls like this, they would do something more proactive as many calls would go unanswered because of this.

 

Good luck and bon voyage

[Reel Love]

3 hours ago, h20skibum said:

 

Usually, the sales for dining, excursions, etc., are different for different sail dates and different ships.


Past Reviews post 184

 

Thank you for that info.....I didn't realize that.  :)

[Alushar]

44 minutes ago, Bo1953 said:

Well, another suggestion might be, when you cannot access the website, call X and keep them on the phone explaining every option and pricing then have them book it... this could take hours of their time and after a few calls like this, they would do something more proactive as many calls would go unanswered because of this.

 

Good luck and bon voyage

We did this last week to check what the beverage packages where reduced to in the sale and I fully intend next time there's a sale I will get them to read all options and remain on phone whilst we decide!

[mnocket]

It's a little hard to believe X is really serious about trying to appeal to millennials with a website like this.   

[azureblue50]

Yes, yes, yes.  I am new to Celebrity and their website.  I thought, wow am I doing something really wrong cause I keep getting the “I’m on vacation message” along with being lock out of my account for 20 minutes.  I can’t plan anything.  When I try to just look at dinning/beverage or excursions the website tries to link me with my reservation and around I go full circle to being locked out again.  I too got the standard answer when calling that they are working on the website and it should be back up soon.  Like next year or what since it has been three weeks for me?  Well at least I know I have plenty of GRRRRRRRRRR company and it is not just me…………

 

[Luvcrusn]

15 minutes ago, azureblue50 said:

Yes, yes, yes.  I am new to Celebrity and their website.  I thought, wow am I doing something really wrong cause I keep getting the “I’m on vacation message” along with being lock out of my account for 20 minutes.  I can’t plan anything.  When I try to just look at dinning/beverage or excursions the website tries to link me with my reservation and around I go full circle to being locked out again.  I too got the standard answer when calling that they are working on the website and it should be back up soon.  Like next year or what since it has been three weeks for me?  Well at least I know I have plenty of GRRRRRRRRRR company and it is not just me…………

 

 

 

I had a similar problem last year. Try clearing your cookies and cache. Then open an InPrivate or Incognito window.  Don't sign in.  Go to the menu on the left and click. Click on Cruise Planner.  Then enter your Reservation number,  name,  ship and sail date.  See if that works. Sometimes it does. If not, call Captains Club. I had to wait interminably because many were having the same problem. I had them email me a shore excursion brochure, and tell me what excursions were on sale and the cost. I then asked the rep for an email address so I could contact her directly to book without waiting on hold again. I emailed her when I was ready and she called me back. You can find out about the dining packages when you're on the call and book what you'd like. It's miles from the way it should be and makes something like planning a cruise, which is part of the fun, into something frustrating but it's a method that sometimes is the only way to accomplish the goal.