Disappointment in Celebrity passing on information

[Decpl]

36 minutes ago, yorky said:

Have any of the cruise lines actually disclosed exactly what will be put in place when they resume sailing ?

Yes Yorky, Princess and Holland came right out and canceled Alaska a week or so ago. Very pro active.

[yorky]

10 minutes ago, Decpl said:

Yes Yorky, Princess and Holland came right out and canceled Alaska a week or so ago. Very pro active.

I was really looking more at a plan on when they resume, I’m not aware any cruise line has done that at this point.

Edited May 23, 2020 by yorky

[Miaminice]

The worst thing about the current situation is all the moaning.

[Bo1953]

1 hour ago, Decpl said:

Not at all Mr Bo, but it would be nice if they come out and say, cruising  with begin at 50% capacity or what ever they decide , Maybe, we will need to close casinos until a certain date, How about masks with they be required  in public areas. Make a call on tendered ports,? You must know they have plans like these in the works, just let the people know so they can make a decision if they want to follow through with their cruise. Its a shame, they cancel afterfinal payments are do. Seems like Princess and Holland, came out with a plan.

Okay, using Princess and Hal - how many times will they have to come out with changes and modifications before they actually sail?

 

Then, potentially, passengers will be quite upset because they publicized one plan, we got ready for it and then another totally different plan is announced... then we get upset because the plan changed... on and on.

 

While not ideal for passenger planning, I do endorse publishing info closer to when they know ships will sail and at what capacities and ports.

 

This way it will be more concrete as to what can be expected on-board.

 

Thank you and bon voyage

[Bo1953]

23 hours ago, Bruin Steve said:

 

You got luggage tags?  I fell just short of being able to order mine.  I sort of wanted them as a souvenir of the ill-fated voyage...

I'm still thinking, when the cruise would have set sail, of posting a phantom review of the cruise, live from onboard, here on Cruise Critic!  😁

You may be able to print them out online, still, that is if X has not removed the sailing from your CP.

 

bon voyage

[Bo1953]

1 hour ago, phoenix_dream said:

I usually agree with most everything you write (and love that you can take contentious disagreement and civilize it!) but this time we are thinking differently.  I certainly don't think all their plans are firm right now - how could they be of course.  But I can't believe they don't have some plans out there.  Before I retired I was a project manager/department manager for 30 years.  There was never a single time where I had all the info I needed at the beginning of a project to fully plan out every last detail - not once. But I had plans and I communicated those plans, and they were modified as they went along.  I see no reason the cruise lines can't do something similar.  I know they have to be careful what they release and how they do so, but there is certainly more information than what is being brought forth, and I think the primary reason for that is that they don't want people to really realize what cruising will actually look like for awhile which would scare off many people from booking.  

 

Consider also what other leaders are doing.  And I am not turning this into a political pro or con debate about the efficacy of the plan, but as an example, our governor has a specific plan all laid out in stages based on statistical factors.  When we meet the goals for one stage we move to the other.  That plan is periodically modified, but it is communicated on a regular basis.  Another example is some of the Las Vegas casinos - they communicated ideas they had about how casinos would be able to open and what type of changes they were anticipating.  There is absolutely no reason Celebrity cannot do something similar IMHO.   Perhaps not exactly as the OP suggests, but some kind of plan with some more details of what they are considering.  

I understand your position, yet with so many layers of 'potential' approvals to deal with e.g. CLIA, CDC and other foreign authorities, do you believe it is a good idea to publish plans to only have them possibly shot down due to pre-publication and without any approvals?

 

Yes, I have read about Las Vegas plans, but I have read anywhere where the State Gaming Board has even considered approving or modifying these plans, before they can even think about reopening.

 

I Am sure all cruise lines have their 'best and worst scenario' plans, but what will be the real plan in the end may and will look very different in the short term, I believe.

 

Thank you again and bon voyage

 

 

[alibaba1]

[crusinthrough]

On 5/22/2020 at 6:34 AM, Decpl said:

.Well they can let out information on dining, shows and the emarkation and dis-embarkation plans. But I feel if they do that more and more people will cancel

What information on dining?

 

On 5/22/2020 at 8:54 AM, phoenix_dream said:

Not withstanding the truth of other comments already posted on this thread, I agree with the OP as a general statement that Celebrity's communication has been very, very lacking.  As have their business practices for that matter. 

 

You have to know that Alaska cruises will not be sailing this year.  Stop taking reservations for them, even if you do not officially cancel them all yet due to system overload issues.  Just tell us that! 

 

 

 

It's pretty obvious Alaska will not happen this year as the port situation is out of Celebrity's control. To think otherwise is being unrealistically optimistic.   Since any cruise scheduled to sail before Aug 20th is past final payment, sit back and wait for the cancellation.  Then you can either get a full refund or 125% FCC.  Alternatively, you can also move your sailing to 2021 with price protection or get a FCC (waiving $100 cancellation on a NRD) before it is officially cancelled.  There are options.  

 

If people are still booking Alaska season 2020 it's probably because they want the 125% FCC.  Why not take the money? It's considered a win win.

 

Cancellations every 30 days make sense.   This way the call center isn't overloaded causing longer wait times and provides wiggle room if things change at the last minute.  It's a fluid situation that changes daily.  If concrete answers are needed it's probably best to cancel and not wait things out.  

[WrittenOnYourHeart]

1 hour ago, Bo1953 said:

Okay, using Princess and Hal - how many times will they have to come out with changes and modifications before they actually sail?

 

Then, potentially, passengers will be quite upset because they publicized one plan, we got ready for it and then another totally different plan is announced... then we get upset because the plan changed... on and on.

 

While not ideal for passenger planning, I do endorse publishing info closer to when they know ships will sail and at what capacities and ports.

 

This way it will be more concrete as to what can be expected on-board.

 

Thank you and bon voyage

 

I agree with you 100%.

 

People have said "look to what the theme parks are doing for some clues" - well, "the theme parks", at least Universal, Sea World, and Disney, did NOT reveal what their definitive plans were until they presented those to the government (Disney still has not - my guess is they actually DO have a plan but are waiting to see how things go at the other two so they can iron out any kinks with minimal disruption).

 

And it makes sense. Have you ever been at Guest Services (or in a MDR or specialty restaurant or really any venue onboard) when someone is going on and on about how they "read it on [insert online forum here]" that something was done a certain way when something happened? It's not pretty and it puts the crew in an awkward position. While they *could* put some information out there, if it changes the problem is it's out there. Someone doing an internet search for a certain policy can still find the initial bit of information and could start spouting that.

 

Better to get the plan all together and THEN release it with the explicitly stated caveat that it is subject to change depending on conditions once sailing actually resumes than to float "We're thinking about this..." one day and then "Well, we've rethought that and now we're thinking this" a few days later before they even put anything into actual practice.

[Covepointcruiser]

I believe Celebrity and all of the other major Cruise Lines must wait for CDC before they can plan how to alter the on board experience or even when they can begin sailing.  Don’t know when the CDC and/or State Department will allow cruising.   When they do, we don’t know the additional regulations that will need to be followed.

 

Emirates has informed us that we need to check in at the airport, not online, 4 hours before flight time.   We must undergo COVID 19 testing.   We must have a mask and a pair of gloves for each flight segment.   We also can have no carry on bags.   I believe they are using the 15 minute blood test..   It will be interesting traveling.

[yorky]

46 minutes ago, Covepointcruiser said:

I believe Celebrity and all of the other major Cruise Lines must wait for CDC before they can plan how to alter the on board experience or even when they can begin sailing.  Don’t know when the CDC and/or State Department will allow cruising.   When they do, we don’t know the additional regulations that will need to be followed.

 

Emirates has informed us that we need to check in at the airport, not online, 4 hours before flight time.   We must undergo COVID 19 testing.   We must have a mask and a pair of gloves for each flight segment.   We also can have no carry on bags.   I believe they are using the 15 minute blood test..   It will be interesting traveling.

That’s why I feel that those that choose to cruise when they start again should not be berated. Those above us will decide when it’s ok to cruise by setting the rules and regs.

[BOLOCRUISE]

 

We exclusively cruise only Celebrity.  We support Celebrity and RCL 100%.  However, I am quite concerned with recent actions and lack of communication from Celebrity.

 

APRIL 2020 CRUISE - FCC

For our April cruise we still have not received our 125% FCC certificate, our 125% OBC certificate for our upgraded beverage package, or our Taxes and Port Fees refunded. I have contacted Celebrity twice and my ***** agent several times.  He was told by Celebrity we would have our FCC certificate by May 12.  Celebrity informed me the same date.  We did not receive the certificate by the 15th so I called Celebrity and was told by May 22.

 

It is May 23 and not FCC received!! I contacted Celebrity an hour ago and reached an agent. She told me she had to check with group bookings and placed me on hold.  After 30 minuted on hold she switched me to another department (without talking to me first) and I was placed on hold.   It's been well over an hour.  I am not happy.  

 

JUNE/JULY B2B CRUISES

We plan on using our FCC on ONE of our TWO 2021 Cruises already booked.  We have an Asia Cruise in January 2021 and a Transatlantic Cruise in October 2021.

 

However, when our April Cruise was cancelled, we booked a B2B cruise June 28 and July 4. Now those were cancelled.  I chose a refund because of the lack of communication and not receiving our FCC as of yet.  We couldn't do the lift and move promotion because of having 2 cruises next year already, but could have booked later this year.  Unfortunately, Celebrity pulled a fast one...

 

LACK OF COMMUNICATION

...Celebrity ran a 5 day promotion for 3 Perks.  It ended 2 days prior to Celebrity cancelled cruises through July 31.  Celebrity had to know they were extending the suspension of cruising.  Had I known, I would have booked a new cruise with 3 perks and obtain a refund for my B2B cruise.  The lack of communication and transparency by Celebrity is horrendous.  The action of not informing Celebrity's guests of the upcoming cancellations until AFTER ending the promotion is horrible customer service.  

 

LOYALTY

As I said earlier, we are loyal Celebrity Cruisers.  We only cruise Celebrity.  We talk up Celebrity to anyone and everyone we know and meet.  We own RCL stock.  We have personally helped get several couples to cruise Celebrity and our daughter and husband to honeymoon on a RCL cruise.

 

However, the latest lack of communication, lack of transparency, and complete disregard for customer service and loyalty to us, the Celebrity customers, is unacceptable.

[Bo1953]

3 minutes ago, BOLOCRUISE said:

 

We exclusively cruise only Celebrity.  We support Celebrity and RCL 100%.  However, I am quite concerned with recent actions and lack of communication from Celebrity.

 

APRIL 2020 CRUISE - FCC

For our April cruise we still have not received our 125% FCC certificate, our 125% OBC certificate for our upgraded beverage package, or our Taxes and Port Fees refunded. I have contacted Celebrity twice and my ***** agent several times.  He was told by Celebrity we would have our FCC certificate by May 12.  Celebrity informed me the same date.  We did not receive the certificate by the 15th so I called Celebrity and was told by May 22.

 

It is May 23 and not FCC received!! I contacted Celebrity an hour ago and reached an agent. She told me she had to check with group bookings and placed me on hold.  After 30 minuted on hold she switched me to another department (without talking to me first) and I was placed on hold.   It's been well over an hour.  I am not happy.  

 

JUNE/JULY B2B CRUISES

We plan on using our FCC on ONE of our TWO 2021 Cruises already booked.  We have an Asia Cruise in January 2021 and a Transatlantic Cruise in October 2021.

 

However, when our April Cruise was cancelled, we booked a B2B cruise June 28 and July 4. Now those were cancelled.  I chose a refund because of the lack of communication and not receiving our FCC as of yet.  We couldn't do the lift and move promotion because of having 2 cruises next year already, but could have booked later this year.  Unfortunately, Celebrity pulled a fast one...

 

LACK OF COMMUNICATION

...Celebrity ran a 5 day promotion for 3 Perks.  It ended 2 days prior to Celebrity cancelled cruises through July 31.  Celebrity had to know they were extending the suspension of cruising.  Had I known, I would have booked a new cruise with 3 perks and obtain a refund for my B2B cruise.  The lack of communication and transparency by Celebrity is horrendous.  The action of not informing Celebrity's guests of the upcoming cancellations until AFTER ending the promotion is horrible customer service.  

 

LOYALTY

As I said earlier, we are loyal Celebrity Cruisers.  We only cruise Celebrity.  We talk up Celebrity to anyone and everyone we know and meet.  We own RCL stock.  We have personally helped get several couples to cruise Celebrity and our daughter and husband to honeymoon on a RCL cruise.

 

However, the latest lack of communication, lack of transparency, and complete disregard for customer service and loyalty to us, the Celebrity customers, is unacceptable.

I wholeheartedly agree with you and feel bad for you and the thousands of others who are calling, expecting and in some cases demanding personalized service and attention to their requirements and needs.

 

This all despite that X and their agents are trying to do the best they can given the fluid situation.

 

Seem like you are playing both sides of the game, one with your TA and one with X, as such I Am surprized the agent spoke with you, yet that is fine too... you got through and received an answer.

 

I trust all of your expectations will be met soon, as 'loyal' passengers do need special treatment for sure.

 

bon voyage

[BOLOCRUISE]

8 minutes ago, Bo1953 said:

I wholeheartedly agree with you and feel bad for you and the thousands of others who are calling, expecting and in some cases demanding personalized service and attention to their requirements and needs.

 

This all despite that X and their agents are trying to do the best they can given the fluid situation.

 

Seem like you are playing both sides of the game, one with your TA and one with X, as such I Am surprized the agent spoke with you, yet that is fine too... you got through and received an answer.

 

I trust all of your expectations will be met soon, as 'loyal' passengers do need special treatment for sure.

 

bon voyage

I wasn't really playing both sides.  I can get in contact with my TA much easier than reaching X.  

 

My biggest complaint is the way X ended the promo and then cancelled cruises 2 days later.  Not cool. But I know why they did it, they wanted new reservations, not rebooked reservations.  Again, not cool.

 

We will still be X cruisers, just not this year unfortunately.  August and September is getting too close to our next Cruise in January so we are planning to stay at a resort in the Caribbean this summer instead.  I hope we won't be disappointed after being spoiled on X. 

[phoenix_dream]

6 hours ago, Miaminice said:

The worst thing about the current situation is all the moaning.

People are dealing with a very rough situation and many have lost jobs not to mention potentially loved ones.  I think a little human kindness by letting people vent without berating them is called for.  If you don't want to read their issues, don't read those threads.  Did it ever occur to you that you are moaning as well by posting this?

[NinaBlue22]

I don’t know, I’ve been doing my share of moaning in various threads, but Miami made me laugh.

[Denny01]

The OP’s problem is with their TA, not some cruise line. As you read through so many of these threads and posts, its as if so many have accepted that their ‘TA’ was there just to book their cruise and nothing else and then expect a cruise line to respond to every email/call made by 10’s of thousands of passengers on issues that their TA should be handling. 

 

And yes, the Lines are way too slow returning deposits and payments which is their job, but much of what is being expected of some Line is really what a TA should be doing. I’d suggest we all rethink using these ‘Big Box’/Website TA’s and consider finding a true professional TA. Said by a guy who booked on their own, booked with Lines, booked with 800 and website services. And n the last 4 years, been using a local Real TA and that has saved me in many ways well beyond money. 

 

Den

[MamaFej]

48 minutes ago, Denny01 said:

The OP’s problem is with their TA, not some cruise line. As you read through so many of these threads and posts, its as if so many have accepted that their ‘TA’ was there just to book their cruise and nothing else and then expect a cruise line to respond to every email/call made by 10’s of thousands of passengers on issues that their TA should be handling. 

 

And yes, the Lines are way too slow returning deposits and payments which is their job, but much of what is being expected of some Line is really what a TA should be doing. I’d suggest we all rethink using these ‘Big Box’/Website TA’s and consider finding a true professional TA. Said by a guy who booked on their own, booked with Lines, booked with 800 and website services. And n the last 4 years, been using a local Real TA and that has saved me in many ways well beyond money. 

 

Den

Amen! My TA can't give me the enormous amounts of OBC that the big boxes do, but he does give me enormous amounts of personalized service. He takes care of the problems that arise, so I don't have to. He knows tips and tricks that would never occur to me. He makes sure I want to return to him again and again. And I do!

[Denny01]

11 minutes ago, MamaFej said:

Amen! My TA can't give me the enormous amounts of OBC that the big boxes do, but he does give me enormous amounts of personalized service. He takes care of the problems that arise, so I don't have to. He knows tips and tricks that would never occur to me. He makes sure I want to return to him again and again. And I do!

What a great post!! Especially since it agrees with mine!!!

 

Den 

[Miaminice]

12 hours ago, phoenix_dream said:

People are dealing with a very rough situation and many have lost jobs not to mention potentially loved ones.  I think a little human kindness by letting people vent without berating them is called for.  If you don't want to read their issues, don't read those threads.  Did it ever occur to you that you are moaning as well by posting this?

as always you are entitled to your opinion as I am to mine.

 

One thing we seem to agree upon is that there are real and substantial problems and worries out there!

Yet some take it as it is, realising we are ALL in this together and try to hang in there while others just can’t stop pointing fingers and seem to have an ever growing feeling of entitlement which has drowned out all reason. 
 

So forgive me for politely rolling my eyes about reading yet another rant or vent from someone demanding answers and to be taken by the hand simply because the existing answers, information and inevitable consequences don’t suit them. Iam not offended if you don’t agree.

 

Please also forgive me that my understanding of human kindness seems to be different from yours. Expressing kindness to help where help is required is something that is not difficult for me. On the contrary, it comes automatically. Everyone should do what they can so we can all get through this together. I will bother you with some examples. Despite the crashing economy we keep all our employees and keep them fully paid. From the start we supplied them and their families with masks, sanitizers and (as grotesque as it sounds) even toilet paper. Since business is slow we gave them a “purpose” by switching a part of our production to manufacturing sneezeguards which we gave away to pharmacies, doctors, hospitals, supermarkets etc. without a profit. Before you get the impression we can easily afford all this: no we can’t. 
 

We also support the local health departments and believe me, in my volunteer work I have seen a lot of suffering first hand. 

As mentioned I don’t find this difficult and I don’t expect any gratitude for actions which should be normal.

 

However, seeing the real pain out there I find it immensely difficult to find compassion or, as you call it, human kindness for people who are primarily absorbed with “luxury problems” like the specific subject here. So again, please forgive me.

 

But hey, if you can’t forgive me for it, there’s always the alternative you suggested - scroll past it.

 

Have a great Sunday!

Edited May 24, 2020 by Miaminice

[bouhunter]

On 5/22/2020 at 11:24 AM, Fouremco said:

 

 

The major problem is BC

Actually the "major problem" is that all cruise lines have shut down, they're sending all their crews home, and they won't sail anywhere for quite some time.

[Doubt It]

I recently read that it could take 8 months to re-crew in some situations.

 

Numerous crew members may not return to their former positions necessitating new training etc.

 

This is an item that is not posted about much on the boards - but a significant factor in a) re-start of cruising and b) the on board experience.

 

Hummmm

 

 

[yorky]

6 minutes ago, Doubt It said:

I recently read that it could take 8 months to re-crew in some situations.

 

Numerous crew members may not return to their former positions necessitating new training etc.

 

This is an item that is not posted about much on the boards - but a significant factor in a) re-start of cruising and b) the on board experience.

 

Hummmm

 

 

 
8 months ? Absolutely no way.

[Doubt It]

yorky, I have read this on line in numerous articles - particularly re-crewing from India and Far East.

 

In both articles the re-crew time frame was + 6 months - part of the time consumption was air travel from various locations.

 

In the end it is a guess I would assume, but none the less, another intriguing element in the scenario.

[TeeRick]

I truly believe that there will be a minimum (but high) standard that all cruise lines will need to put in place prior to their first sailings once operations are allowed.  No need to debate what CCL or RCCL or NCL and all of their subsidiary cruise lines will do.  It will be made very clear to everybody what these standards will be.   Now there might be some variations and enhancements across lines and ships.  That will give everybody here a lot to post about.  But we will all learn the new rules and then can choose whether cruising is still a good value to us for a nice vacation.  Perhaps for some of us not right away.  Others will want to go immediately.  I am very much in the wait and see category.  My next cruise is scheduled for Aug 2021 so I have plenty of time to see what is happening by actual reports from the more courageous (than me) initial passengers.