Changed dining time, fare went up $1900 per room.

[hcat]

44 minutes ago, truckswain said:

This is a TA problem, the whole point in using a TA is so you do not have to deal with issues with your reservation.

 

I never use a TA and book direclty with Celebrity, but never online always over the phone.  I do enough research to know exactly what I want and have a live agent book it for me.  I do not hang up until I have reviewed the email confirmation for accuracy.

 

Final payment also done by phone and again, wait for the email confirmation to ensure accuracy.

 

Ordering a trinket from Amazon, no concerns but I would not trust any company's webiste to book travel.

Agree 100 %

 

If OP here can show TA messed up...that entity should make the customer whole if it cannot be fix  with the cruise line....quickly!.

 

If X messed up, then TA should be aggressive in getting it fixed!

 

[CaroleandAlan]

We are booked on that same cruise, also booked during Black Friday sale, and that is almost exactly the price we are paying for an ocean view balcony.  I think your TA may have misunderstood what she was booking.  If we could have gone Concierge for the same money, we would have!

[Treasure Hunter]

I book through the casino. I went on the website after final payment to change the bed from separate to queen and the next day was told ( after final payment that I owed $6000. Nearly had a heart attack as I had booked three concierge cabins for family to Greece and we had paid flights. I called and was on hold for 44 minutes but all was resolved. You cannot change anything online after you pay as all discounts are dropped. I can’t believe Celebrity is still in business

[rcrabb1513]

14 hours ago, wrk2cruise said:

Hold your TA's feet to the fire.  They have the original booking documents from Celebrity.  They provided you an invoice with the price at which you booked.  Seems like a problem between your TA and Celebrity.  I agree escalate at the TA if your agent isn't getting this resolved.

It seems Celebrity canceled the original booking and re-booked your sailing with the change in dining option and current pricing.

[Shiba_Lover]

THis is not a "TA" messed up and if you book direct with celebrity it will not happen thing.  What is happening is a change to the reservation, in this case, a change in dining time, is triggering a change that is "losing" a promo code (black friday) associated with the pricing.  

This is a Celebrity IT problem and it has been reported as happening by prople who booked directly with Celebrity.

 

The fix is the promo needs to be added back onto the reservation.  As that promo is no longer available, In order for it to be added back - Celebrity must do it, and there must be proof that the reservation had it to begin with.

 

Now - if the TA won't call in and get this sorted out - then THAT is a problem with the TA.  But the fact that this issue occurred could have happened if a TA or a celebrity rep booked or updated the reservation. 

 

The TA should have a copy of the original booking invoice showing the original fare and all promo codes.

[Shiba_Lover]

4 hours ago, Treasure Hunter said:

I book through the casino. I went on the website after final payment to change the bed from separate to queen and the next day was told ( after final payment that I owed $6000. Nearly had a heart attack as I had booked three concierge cabins for family to Greece and we had paid flights. I called and was on hold for 44 minutes but all was resolved. You cannot change anything online after you pay as all discounts are dropped. I can’t believe Celebrity is still in business

Yep - its the exact issue - a change to something on the reservation (bed configuration) is triggering a drop on the promotion codes (casino promo rate or casino comp promo).    With as often as this is reported - it should be resolved by IT by now.

[CW33]

4 minutes ago, Shiba_Lover said:

The fix is the promo needs to be added back onto the reservation.  As that promo is no longer available, In order for it to be added back - Celebrity must do it, and there must be proof that the reservation had it to begin with.

I agree. TA is off today and had a colleague working this for her. He also got nowhere with Celebrity and was put on hold all afternoon waiting for a supervisor. I feel dumb for not asking the TA for the original booking confirmation from Celebrity…but now I know. Appears my only hope is in whether or not TA still has the Celebrity confirmation from Nov in her email. Without that I think we might have just learned a very expensive lesson. And we'll be taking our business elsewhere…another cruise line and another TA. IDK what options I have for holding the TA responsible. She may not be responsible for the mishap with Celebrity’s IT system, but she failed to provide me what has turned out to be a very important document at booking. I may not have known better, but she should have. 

[jmfdr]

6 hours ago, marci22 said:

Every time I log onto the website they tell me my password is wrong.

Maybe you are lucky.  

[Shiba_Lover]

1 minute ago, CW33 said:

I agree. TA is off today and had a colleague working this for her. He also got nowhere with Celebrity and was put on hold all afternoon waiting for a supervisor. I feel dumb for not asking the TA for the original booking confirmation from Celebrity…but now I know. Appears my only hope is in whether or not TA still has the Celebrity confirmation from Nov in her email. Without that I think we might have just learned a very expensive lesson. And we'll be taking our business elsewhere…another cruise line and another TA. IDK what options I have for holding the TA responsible. She may not be responsible for the mishap with Celebrity’s IT system, but she failed to provide me what has turned out to be a very important document at booking. I may not have known better, but she should have. 

 

The TA or the agency will have received a copy.

[wrk2cruise]

Celebrity also has the history and can recall the version from November.   Even without that don't you have a written invoice from the TA?  That's your contract with them (who are representing Celebrity), the TA has ownership in this mess.   They may need to get to Celebrity's resolutions department to be able to get the account adjusted manually, but they should know this.

[Mr. Click]

16 hours ago, Pushka said:

We were told even if we changed cabin location - exactly the same level, even just a door away, then the original booking conditions disappear and new ones apply relevant to the changed cabin. 

That is just plain crazy.  We have done cabin changes in the past without any issues at all.  For our upcoming Iceland ruise the TA picked a cabin for us but I liked another one better and he had no problem changing it since both were in the same catagory.   

[CW33]

7 minutes ago, wrk2cruise said:

Celebrity also has the history and can recall the version from November.   Even without that don't you have a written invoice from the TA?  That's your contract with them (who are representing Celebrity), the TA has ownership in this mess.   They may need to get to Celebrity's resolutions department to be able to get the account adjusted manually, but they should know this.

Yes, I do have the original invoice from the TA showing it was booked at the lower price and deposit paid. I really appreciate all the advice. I’ll keep y’all posted. 

[wrk2cruise]

My stance would be to the TA that I expected them to honor it period.

[truckswain]

3 hours ago, Shiba_Lover said:

THis is not a "TA" messed up and if you book direct with celebrity it will not happen thing.  What is happening is a change to the reservation, in this case, a change in dining time, is triggering a change that is "losing" a promo code (black friday) associated with the pricing.  

This is a Celebrity IT problem and it has been reported as happening by prople who booked directly with Celebrity.

 

The fix is the promo needs to be added back onto the reservation.  As that promo is no longer available, In order for it to be added back - Celebrity must do it, and there must be proof that the reservation had it to begin with.

 

Now - if the TA won't call in and get this sorted out - then THAT is a problem with the TA.  But the fact that this issue occurred could have happened if a TA or a celebrity rep booked or updated the reservation. 

 

The TA should have a copy of the original booking invoice showing the original fare and all promo codes.

In my opinion the TA has messed up royally.  The TA should have been well aware of the original booking details and when the change was made and the new price given, they should have taken any time needed to get it sorted.  The customer should never had known there was even an issue.

 

[blueslily]

13 hours ago, bikerunner said:

Those exist from TA's   I have gotten them in the past, Nov cruise 4000, 10 day, all included for Concierge wiht 1000 OB.  But with this, Celebrity will not deal with you directly since you booked thru the TA.  They should have all the information for your booking., history etc.  This is there problem to deal with at this point.  

 

Man, that's awesome. I know you can't say the full name of your TA, but I would love some clues so I could try to figure it out, hahhaha 

[dion03]

I also had the issue where the promotion codes were dropped from one of my two reservations.  After 4 phone calls and a total of 8 hrs on hold with Celebrity it was resolved.  Had booked directly with Celebrity agent over the phone.  With regards to the follow up calls 2 of the reps not helpful and told me that I had not booked with the discounts and I had to keep arguing.  Other 2 reps were excellent totally could see what happened and could see in the system the discounts had been dropped and quickly got the Supervisor to work on the fix.  Next I booked and then cancelled a specialty restaurant online and that changed our MDR dining time from early sitting to wait list. Again phoned and they told me I had cancelled my MDR time which I had not.  As others have indicated this was very stressful and time consuming and makes one very cautious about booking with Celebrity.

[Shiba_Lover]

13 hours ago, truckswain said:

In my opinion the TA has messed up royally.  The TA should have been well aware of the original booking details and when the change was made and the new price given, they should have taken any time needed to get it sorted.  The customer should never had known there was even an issue.

 

Yeah, I get what you are saying with regard to that, and I agree that the TA not seeing this to resolution is a problem with the TA.  Yes, TA needs to get this fixed.    But as far as a problem like occuring in the first place - it is random and can happen if booked with a TA or on your own.  That's really my point.