Customer Service is having issues IMO

[BettyPC]

We had to reschedule a January 2020 cruise to January 2022.   This is on Equinox.  I have paperwork showing the cruise is paid in full.   We did lift and shift.  A couple weeks ago Celebrity sent me an email that I owed $872 on the cruise & I should pay it to avoid cancellation.....

 

I have called, waited on hold for hours.  I have emailed twice with no response.   Friday I called at 7:00 a.m. and talked with a Customer Service rep and she

assured me that I was at a $0 balance, and that the "department that handled that" would get me a new invoice by end of day Friday showing I owed nothing.    

 

Needless to say I have  had no such communication from Celebrity on this issue.   We have 6 other couples on this cruise with us.   I hope we aren't left at

the pier.

 

Anyone else having a problem like I outlined?

 

Betty

[Arizona Wildcat]

22 minutes ago, BettyPC said:

We had to reschedule a January 2020 cruise to January 2022.   This is on Equinox.  I have paperwork showing the cruise is paid in full.   We did lift and shift.  A couple weeks ago Celebrity sent me an email that I owed $872 on the cruise & I should pay it to avoid cancellation.....

 

I have called, waited on hold for hours.  I have emailed twice with no response.   Friday I called at 7:00 a.m. and talked with a Customer Service rep and she

assured me that I was at a $0 balance, and that the "department that handled that" would get me a new invoice by end of day Friday showing I owed nothing.    

 

Needless to say I have  had no such communication from Celebrity on this issue.   We have 6 other couples on this cruise with us.   I hope we aren't left at

the pier.

 

Anyone else having a problem like I outlined?

 

Betty

X has all sorts of customer service issues.  The main reason I use a good TA is to avoid dealing with stuff like this.

I would log in to my account and it "should" show your status.  

Emailing X is pretty hopeless.  They respond but takes days.  

 

[zitsky]

1 hour ago, BettyPC said:

We had to reschedule a January 2020 cruise to January 2022.   This is on Equinox.  I have paperwork showing the cruise is paid in full.   We did lift and shift.  A couple weeks ago Celebrity sent me an email that I owed $872 on the cruise & I should pay it to avoid cancellation.....

 

I have called, waited on hold for hours.  I have emailed twice with no response.   Friday I called at 7:00 a.m. and talked with a Customer Service rep and she

assured me that I was at a $0 balance, and that the "department that handled that" would get me a new invoice by end of day Friday showing I owed nothing.    

 

Needless to say I have  had no such communication from Celebrity on this issue.   We have 6 other couples on this cruise with us.   I hope we aren't left at

the pier.

 

Anyone else having a problem like I outlined?

 

Betty

 

Hi Betty.  What email address for Celebrity are you using?  Hope you can get an answer from them soon.

Edited November 1, 2021 by zitsky

[BettyPC]

22 minutes ago, zitsky said:

 

Hi Betty.  What email address for Celebrity are you using?  Hope you can get an answer from them soon.

I sent it to the CelebrityEngagementCenter@celebrity.com address.   I might be back on the phone 7:00 a.m. again tomorrow.

 

Betty

[lv2cruisgrl]

Yep they have major issues. They somehow wiped out my husband's Capt Club account. They said it will take 1 to 2 weeks to fix it. 

[BettyPC]

8 hours ago, lovrccl said:

Yep they have major issues. They somehow wiped out my husband's Capt Club account. They said it will take 1 to 2 weeks to fix it. 

WOW!!!   That is amazing.  Good luck.

Betty

[angelsil]

13 hours ago, BettyPC said:

Anyone else having a problem like I outlined?

 

 

We had something similar. Future cruise credit that had been moved at least twice (honestly, I have lost count at this point) and we made a reservation for a late November sailing on Edge just to get it used since we can drive there. I made the reservation online and applied our FCC, paying the difference at the time. I was advised via email that it would take 48 hours to apply the FCC which...okay. That's pretty bad design, but whatever.

 

Well after 48 hours I go back into the reservation and it shows I owe money because the price of the cruise had gone up. I was advised I need to pay immediately or it would be cancelled. Oh, AND the FCC still hadn't been applied. After nearly 2 hours on the phone with Celebrity, with 2 different people, it finally got resolved. But I had to repeatedly explain that the price of the cruise was different from when I booked and that the payment I made on booking *had* been enough to cover the difference. If the FCC was applied at the time of booking it would have been zeroed out right then. I never got a solid answer on what happened, but apparently the cost of gratuities hadn't been removed from my suite. 

 

From reading here the moral of the story is apparently to only deal with them via phone or a TA but as noted above it took me 2 hours on the phone. I used to religiously use TAs but had gotten out of the practice after a couple of so-so experiences, but I think I'll be going back to that.

[zitsky]

How effective is it to email Celebrity?  I see a few people saying they had no response?

[39august]

We were told at check in for Equinox Sept. 26 that we owed $1800. Then it was, oops, $150. We said take $150 out of the OBC and boarded. I was never worried really as our TA office is open weekends and I knew X could contact them and verify we were fully paid. After a couple of days on board, I checked with Guest Services and they admitted an error and returned the $150 back to OBC. Next time I am going to take confirmation of paid in full with me. 

[lv2cruisgrl]

19 minutes ago, 39august said:

We were told at check in for Equinox Sept. 26 that we owed $1800. Then it was, oops, $150. We said take $150 out of the OBC and boarded. I was never worried really as our TA office is open weekends and I knew X could contact them and verify we were fully paid. After a couple of days on board, I checked with Guest Services and they admitted an error and returned the $150 back to OBC. Next time I am going to take confirmation of paid in full with me. 

I always do that, I have a folder with copies of my paid invoice, copies of our passports, etc that I take on every cruise.  One never knows what issues can arise.....

[lv2cruisgrl]

35 minutes ago, zitsky said:

How effective is it to email Celebrity?  I see a few people saying they had no response?

I tried emailing them about 2 months ago, took weeks for them to reply.  I will never bother with that again....

[dkjretired]

Perhaps some should watch the news and see what's going on in this country.   I just yesterday completed a two week trip to Florida in which we drove.  Every fast food place we stopped had various issues.   Ever see a Dunkin Donuts close at 1PM because they can't get help, wait 45 minutes at a KFC drive thru when you are the 6th car.(inside was closed as were many other places.)    I could go on and on but this was seen from PA to Florida in every state.   Same goes for hotels and any place where help is needed.   If anyone thinks this is not effecting the cruise industry and Celebrity, I have a bridge for you to buy in Brooklyn.  

[marieps]

7 hours ago, zitsky said:

How effective is it to email Celebrity?  I see a few people saying they had no response?

I have emailed the engagement center twice over the last three weeks with an FCC issue.  Crickets.

[BoundForSea]

If you all think this is bad, you should come see the Sxxx show at MSC! 😂🤯

[BoundForSea]

23 minutes ago, dkjretired said:

Perhaps some should watch the news and see what's going on in this country.   I just yesterday completed a two week trip to Florida in which we drove.  Every fast food place we stopped had various issues.   Ever see a Dunkin Donuts close at 1PM because they can't get help, wait 45 minutes at a KFC drive thru when you are the 6th car.(inside was closed as were many other places.)    I could go on and on but this was seen from PA to Florida in every state.   Same goes for hotels and any place where help is needed.   If anyone thinks this is not effecting the cruise industry and Celebrity, I have a bridge for you to buy in Brooklyn.  

Well said. It’s amazing. I’m not sure where this all leads or where the bottom of this issue is, 

but it’s not good.  Finding crew isn’t an issue on board due to the international demand to work for the cruise lines, but landslide here in the US is not a good situation. 

[marieps]

7 hours ago, lovrccl said:

I always do that, I have a folder with copies of my paid invoice, copies of our passports, etc that I take on every cruise.  One never knows what issues can arise.....

Ah, the paper trail.  We do the same.  DW insists I print everything of import, and that's not a bad SOP.

[marieps]

28 minutes ago, dkjretired said:

Perhaps some should watch the news and see what's going on in this country.   I just yesterday completed a two week trip to Florida in which we drove.  Every fast food place we stopped had various issues.   Ever see a Dunkin Donuts close at 1PM because they can't get help, wait 45 minutes at a KFC drive thru when you are the 6th car.(inside was closed as were many other places.)    I could go on and on but this was seen from PA to Florida in every state.   Same goes for hotels and any place where help is needed.   If anyone thinks this is not effecting the cruise industry and Celebrity, I have a bridge for you to buy in Brooklyn.  

Don,

 

I didn't know who Sgt. Johnson was, but having noticed him in your signature I researched his story.  Thank you for remembering him and his service.   Not sure if he's family or friend to you.  Prayers to his family either way, all these years later.  

[dkjretired]

16 minutes ago, marieps said:

Don,

 

I didn't know who Sgt. Johnson was, but having noticed him in your signature I researched his story.  Thank you for remembering him and his service.   Not sure if he's family or friend to you.  Prayers to his family either way, all these years later.  

Thank you, my beloved nephew

[cdn_tbird]

1 hour ago, dkjretired said:

Perhaps some should watch the news and see what's going on in this country.   I just yesterday completed a two week trip to Florida in which we drove.  Every fast food place we stopped had various issues.   Ever see a Dunkin Donuts close at 1PM because they can't get help, wait 45 minutes at a KFC drive thru when you are the 6th car.(inside was closed as were many other places.)    I could go on and on but this was seen from PA to Florida in every state.   Same goes for hotels and any place where help is needed.   If anyone thinks this is not effecting the cruise industry and Celebrity, I have a bridge for you to buy in Brooklyn.  

Would you take some slightly soggy real estate in Florida as a straight up trade for it? 😛

 

[dkjretired]

43 minutes ago, marieps said:

Ah, the paper trail.  We do the same.  DW insists I print everything of import, and that's not a bad SOP.

I do the same thing, its called CYA, cover your A.....

[ORV]

I had an issue with trying to book excursions using OBC. I booked one and then tried to book another, had plenty of OBC to cover it. It gave me a message they could not process the transaction and to contact them. I did and they saw the same thing and was unable to book the excursion. We are traveling with 3 other couples and 2 of them had the same issue. Just for fun I tried to book something besides an excursion. I put $50 of casino play in and it processed fine, THEN I tried the excursion and it worked fine. I can cancel the Casino credit if I want to. I had another person in my group try this and it worked. Just another day using the wonderful Celebrity website. The person I spoke with in Customer was going to research it and get back with me. Over a week and still haven't heard back from them. You can't make this stuff up. 

[drakes2]

10 hours ago, zitsky said:

How effective is it to email Celebrity?  I see a few people saying they had no response?

I booked a cruise on Edge for January 30 2022 on Friday. Yesterday my sister decided she would like to go so I booked her the cabin next to mine. 24 hours later still  waiting for invoice so we can book flights. However, deposit was applied immediately and pending in her bank account. Disgusting service and it will get worse. My CVP is on holiday and wanted to take advantage of resident rate which ends tonight.

[If only]

1 hour ago, drakes2 said:

I booked a cruise on Edge for January 30 2022 on Friday. Yesterday my sister decided she would like to go so I booked her the cabin next to mine. 24 hours later still  waiting for invoice so we can book flights. However, deposit was applied immediately and pending in her bank account. Disgusting service and it will get worse. My CVP is on holiday and wanted to take advantage of resident rate which ends tonight.

I have found that if you put a hold on a cruise, you have 24 hrs to finalize & 9 times out of 10 they will get back to you right away.  Works like a charm.

[lv2cruisgrl]

2 hours ago, ORV said:

I had an issue with trying to book excursions using OBC. I booked one and then tried to book another, had plenty of OBC to cover it. It gave me a message they could not process the transaction and to contact them. I did and they saw the same thing and was unable to book the excursion. We are traveling with 3 other couples and 2 of them had the same issue. Just for fun I tried to book something besides an excursion. I put $50 of casino play in and it processed fine, THEN I tried the excursion and it worked fine. I can cancel the Casino credit if I want to. I had another person in my group try this and it worked. Just another day using the wonderful Celebrity website. The person I spoke with in Customer was going to research it and get back with me. Over a week and still haven't heard back from them. You can't make this stuff up. 

 

It's going to get way worse as they allow ships to sail full. 😢

[drakes2]

8 hours ago, If only said:

I have found that if you put a hold on a cruise, you have 24 hrs to finalize & 9 times out of 10 they will get back to you right away.  Works like a charm.

Tried that. Clicked on large X. Asked to exit booking.