rcrabb1513 Posted July 3, 2023 #1 Share Posted July 3, 2023 Is something going on clogging the customer service phone lines at Celebrity? Wait times yesterday and today are 90 - 120 minutes! I have past experience with long hold times for cruise line assistance but never like this. Link to comment Share on other sites More sharing options...
beloum Posted July 3, 2023 #2 Share Posted July 3, 2023 Ive found using the call back feature is usually quicker. Link to comment Share on other sites More sharing options...
graceinga Posted July 3, 2023 #3 Share Posted July 3, 2023 I am on a call back estimated in 100 minutes. Our 8/13 cruise was paid in full and now it shows we owe another $3k so I think something must be going on with their systems. Link to comment Share on other sites More sharing options...
CHEZMARYLOU Posted July 3, 2023 #4 Share Posted July 3, 2023 Besides it being a holiday weekend with reduced staffing I can name a few things going on: Cancelled Beyond cruises Cruisers moved from Reflection to Beyond New bookings for guests on the cancelled beyond cruises New bookings for 3 and 4 day Reflection cruises 4th of July promotion On going comments about the new dining room menus (which have apparently been rolled back) The experiment to allow vaping in the casino on Equinox and apparently Eclipse 2 3 Link to comment Share on other sites More sharing options...
rcrabb1513 Posted July 3, 2023 Author #5 Share Posted July 3, 2023 22 minutes ago, CHEZMARYLOU said: Besides it being a holiday weekend with reduced staffing I can name a few things going on: Cancelled Beyond cruises Cruisers moved from Reflection to Beyond New bookings for guests on the cancelled beyond cruises New bookings for 3 and 4 day Reflection cruises 4th of July promotion On going comments about the new dining room menus (which have apparently been rolled back) The experiment to allow vaping in the casino on Equinox and apparently Eclipse Holiday weekend! DUH! I should have figured that out on my own. Link to comment Share on other sites More sharing options...
hrhdhd Posted July 3, 2023 #6 Share Posted July 3, 2023 1 hour ago, beloum said: Ive found using the call back feature is usually quicker. I'm still waiting for a call back from April. 7 Link to comment Share on other sites More sharing options...
gojengo Posted July 3, 2023 #7 Share Posted July 3, 2023 1 hour ago, beloum said: Ive found using the call back feature is usually quicker. I used the call back feature yesterday at 10 am EST. They never called back. This morning I had an estimated wait time of 12 minutes. Two hours later someone picked up. Transferred me to another department. 30 minute wait. Finally got someone who linked my B2B reservations but could offer no further help related to the change from Reflection to Beyond next year. She told me to wait a week or two for my cabin assignment. She had no clue what a Deluxe Veranda (slant balcony cabin) on Reflection would change to on the Beyond. Link to comment Share on other sites More sharing options...
neverlaysup Posted July 3, 2023 #8 Share Posted July 3, 2023 I had to call this morning and the recording told me wait times were 77 minutes. My actual wait time was less than 30 minutes. Link to comment Share on other sites More sharing options...
JLMcruise Posted July 3, 2023 #9 Share Posted July 3, 2023 Called this afternoon 1:00pm Mountain time - Celebrity recording said wait time was 25 minutes...put my speaker phone on and started cleaning. I was connected to an agent in 8 minutes 36 seconds - situation fixed in 1 minute. Link to comment Share on other sites More sharing options...
jelayne Posted July 4, 2023 #10 Share Posted July 4, 2023 It is a holiday week and staff is probably less. They have a sale in the cruise Planner. They changed the Beyond’s schedule so lots of shuffling and rebooking. They send out a email, if you want to lock in the lower daily gratuity you need to pay those. If you don’t have a time sensitive issue, wait a week and it should be better. Link to comment Share on other sites More sharing options...
gojengo Posted July 4, 2023 #11 Share Posted July 4, 2023 10 hours ago, neverlaysup said: I had to call this morning and the recording told me wait times were 77 minutes. My actual wait time was less than 30 minutes. 3 hours ago, JLMcruise said: Called this afternoon 1:00pm Mountain time - Celebrity recording said wait time was 25 minutes...put my speaker phone on and started cleaning. I was connected to an agent in 8 minutes 36 seconds - situation fixed in 1 minute. Wow! Great that your wait times were low. What were your issues? What phone number did you call? Link to comment Share on other sites More sharing options...
neverlaysup Posted July 4, 2023 #12 Share Posted July 4, 2023 8 minutes ago, gojengo said: Wow! Great that your wait times were low. What were your issues? What phone number did you call? My invoice didn't correctly list the All Included package and my Express pass didn't have CALL (Classic Alcohol Package) and there was no history of the 3 perks in my order history. The agent fixed everything and emailed me corrected copies in about 15 minutes. Link to comment Share on other sites More sharing options...
gojengo Posted July 4, 2023 #13 Share Posted July 4, 2023 38 minutes ago, neverlaysup said: My invoice didn't correctly list the All Included package and my Express pass didn't have CALL (Classic Alcohol Package) and there was no history of the 3 perks in my order history. The agent fixed everything and emailed me corrected copies in about 15 minutes. Thank you for replying. I'm glad you were able to get your issues resolved quickly. Link to comment Share on other sites More sharing options...
rcrabb1513 Posted July 4, 2023 Author #14 Share Posted July 4, 2023 It is the 4th of July and I called customer service at 8:05 am CDT and had ZERO wait time. Talked with an agent right away. Go figure. 1 Link to comment Share on other sites More sharing options...
phoenix_dream Posted July 4, 2023 #15 Share Posted July 4, 2023 23 hours ago, CHEZMARYLOU said: Besides it being a holiday weekend with reduced staffing I can name a few things going on: Cancelled Beyond cruises Cruisers moved from Reflection to Beyond New bookings for guests on the cancelled beyond cruises New bookings for 3 and 4 day Reflection cruises 4th of July promotion On going comments about the new dining room menus (which have apparently been rolled back) The experiment to allow vaping in the casino on Equinox and apparently Eclipse Exactly. A whole list of reasons this week will be a particularly difficult one for customer service. Link to comment Share on other sites More sharing options...
JLMcruise Posted July 4, 2023 #16 Share Posted July 4, 2023 (edited) 11 hours ago, gojengo said: Wow! Great that your wait times were low. What were your issues? What phone number did you call? Final payment was due and there was a problem with our invoice. She corrected right away and sent a new invoice. I was dreading it but took the advise of someone on here to call around 3:00pm EST and the wait times are shorter. It worked for me. I called the regular number listed on the web site. I booked the cruise myself - option 2 I think. Edited July 4, 2023 by JLMcruise more detail 1 Link to comment Share on other sites More sharing options...
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