RickT Posted July 8, 2022 #1 Share Posted July 8, 2022 I’ve seen a number of posts today about long wait times, inability to talk to reps and repeatedly being transferred in order to eventually talk to a rep who can assist. Looking back at my last few calls to Celebrity (some of which went unanswered) I feel that most of my calls could have been handled via the website if Celebrity would allow it (make the transaction possible) on their website. Examples are: - Upgrading drink package from classic to premium. In order to receive my upgrade discount I need to call. On my last cruise I was never able to reach anyone and eventually upgraded onboard without receiving a discount. - Receiving the Captain’s Club one category upgrade. Unfortunately I can book a cruise on their website but in order to receive the upgrade I have to call. - Changing cabin. It would be nice if the website would allow you to switch cabins (within the same category) on an existing booking. Currently you have to call. I’m sure there are many more possibilities. It would free up reps for transactions/questions that can’t be handled online. As I often say….”Thank god their cruise experience if better then their online experience”. 4 1 Link to comment Share on other sites More sharing options...
grandgeezer Posted July 8, 2022 #2 Share Posted July 8, 2022 The website problems have been complained about since I first got on cc over fourteen years ago. To fix it probably would cost a lot of money, what’s their incentive? There is none until it does, until then live with it. Link to comment Share on other sites More sharing options...
RTShaker Posted July 8, 2022 #3 Share Posted July 8, 2022 22 minutes ago, RickT said: I’ve seen a number of posts today about long wait times, inability to talk to reps and repeatedly being transferred in order to eventually talk to a rep who can assist. Looking back at my last few calls to Celebrity (some of which went unanswered) I feel that most of my calls could have been handled via the website if Celebrity would allow it (make the transaction possible) on their website. Examples are: - Upgrading drink package from classic to premium. In order to receive my upgrade discount I need to call. On my last cruise I was never able to reach anyone and eventually upgraded onboard without receiving a discount. - Receiving the Captain’s Club one category upgrade. Unfortunately I can book a cruise on their website but in order to receive the upgrade I have to call. - Changing cabin. It would be nice if the website would allow you to switch cabins (within the same category) on an existing booking. Currently you have to call. I’m sure there are many more possibilities. It would free up reps for transactions/questions that can’t be handled online. As I often say….”Thank god their cruise experience if better then their online experience”. Please don't try to inject logic into this🤣 Link to comment Share on other sites More sharing options...
RTShaker Posted July 8, 2022 #4 Share Posted July 8, 2022 14 minutes ago, grandgeezer said: The website problems have been complained about since I first got on cc over fourteen years ago. To fix it probably would cost a lot of money, what’s their incentive? There is none until it does, until then live with it. True, but it seems as though with every update of the website they seem to be regressing instead of advancing. It just requires a little more foresight on their part. The cumulative screwups make it hard to fix without starting from scratch. 1 Link to comment Share on other sites More sharing options...
Rare Jim_Iain Posted July 8, 2022 #5 Share Posted July 8, 2022 Remember this is the improved website. A couple years ago they paid a company Millions to make their website user friendly. In my humble opinion they have a larger problem with messaging in general and neither use usability testing or a staff of diligent proof readers. 1 1 Link to comment Share on other sites More sharing options...
StolidCruiser Posted July 8, 2022 #6 Share Posted July 8, 2022 49 minutes ago, RTShaker said: True, but it seems as though with every update of the website they seem to be regressing instead of advancing. It just requires a little more foresight on their part. The cumulative screwups make it hard to fix without starting from scratch. I’m sure if you volunteered your expert services to restructure their poorly designed website, they’d take you up on it. 😀 Link to comment Share on other sites More sharing options...
RTShaker Posted July 8, 2022 #7 Share Posted July 8, 2022 2 hours ago, Jim_Iain said: Remember this is the improved website. That would almost be funny if it wasn't true. 1 Link to comment Share on other sites More sharing options...
Rare NutsAboutGolf Posted July 8, 2022 #8 Share Posted July 8, 2022 3 hours ago, RickT said: I’ve seen a number of posts today about long wait times, inability to talk to reps and repeatedly being transferred in order to eventually talk to a rep who can assist. Looking back at my last few calls to Celebrity (some of which went unanswered) I feel that most of my calls could have been handled via the website if Celebrity would allow it (make the transaction possible) on their website. Examples are: - Upgrading drink package from classic to premium. In order to receive my upgrade discount I need to call. On my last cruise I was never able to reach anyone and eventually upgraded onboard without receiving a discount. - Receiving the Captain’s Club one category upgrade. Unfortunately I can book a cruise on their website but in order to receive the upgrade I have to call. - Changing cabin. It would be nice if the website would allow you to switch cabins (within the same category) on an existing booking. Currently you have to call. I’m sure there are many more possibilities. It would free up reps for transactions/questions that can’t be handled online. As I often say….”Thank god their cruise experience if better then their online experience”. 100% agree; it’s probably a money grab where they hope they don’t have give discounts/upgrades. Link to comment Share on other sites More sharing options...
Rare cruisestitch Posted July 8, 2022 #9 Share Posted July 8, 2022 There’s something wrong with the website? But it’s “award-winning “ of course, this is the award 1 3 Link to comment Share on other sites More sharing options...
RTShaker Posted July 8, 2022 #10 Share Posted July 8, 2022 1 hour ago, cruisestitch said: There’s something wrong with the website? But it’s “award-winning “ of course, this is the award I think the biggest problem is that they are more concerned with the look instead of the functionality. 1 Link to comment Share on other sites More sharing options...
WorkerBee74 Posted July 8, 2022 #11 Share Posted July 8, 2022 5 hours ago, grandgeezer said: The website problems have been complained about since I first got on cc over fourteen years ago. To fix it probably would cost a lot of money, what’s their incentive? There is none until it does, until then live with it. TBH there's a lot of logic. I work in IT for a telecom, and I can't even begin to tell you how expensive it is to process a transaction with a human at a call centre vs. automating it and allowing the customer to 'self-serve' online. We count those beans every day, and it's inexcusable that the things @RickT listed among others are not available online. 1 Link to comment Share on other sites More sharing options...
deliver42 Posted July 8, 2022 #12 Share Posted July 8, 2022 Unfortunately, you have a better chance of seeing pigs fly than Celebrity updating their website to take care if the things the OP mentioned. Link to comment Share on other sites More sharing options...
DirtyDawg Posted July 8, 2022 #13 Share Posted July 8, 2022 (edited) Edited July 8, 2022 by DirtyDawg Hey, he tried! 1 1 Link to comment Share on other sites More sharing options...
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