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Sold Out?? Really???

Danny Ocean

By Danny Ocean,
in Celebrity Cruises

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2ladies

2ladies

Posted
Posted

Whew - thank goodness for our Moderators!! I don't think we really appreciate the fine job they do - and its all voluntary!!

 

Ann and Derek - thanks for your support in my time of need!!

 

Tomorrow I am going to write a letter to Richard Fein - short, sweet and to the point!! This is at the suggestion of a very kind gentleman - you know who you are!!

 

Ann - It was all just so badly handled!! Apparently Greta is still on the case of the Cruise Lines - pity I am not in the US at the moment!! I could add to the fires!! You are right about the weather - roll-on November - next transatlantic - I think I could drive a ship from Europe to Florida by now!!

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cruiser2004

cruiser2004

Posted
Posted

2ladies,

I think the problem lies with Celebrity customer service. I am not aware that it was the travel agents responsibility, or a passenger for that matter, to check for press releases on the Internet for every airline, car rental agency, hotel and cruiseline that they do business with, and disregard the schedule shown on their "official websites". I think whatever happens there are always going to be some people who say never complain about anything. As far as calling customer service, in Miami, I am afraid that you are wasting your time and your money. Good luck and I hope everything works out.

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2ladies

2ladies

Posted
Posted

You are quite right - its the Customer Service problem. I thought when I phoned that such a small problem would be sorted immediately. They have turned it into a major argument. I am now frustrated, angry and hostile! It has become a matter of principle now!!

 

I think the staff take pleasure in annoying those "rich folks" (so they think!) who can afford to go cruising - they probably only earn a pittance, so I suppose its understandable. However, when matters become so contentious that a customer is screaming daily, a senior executive should be on hand to sort things out!! With proper logical explanations!! A Mr. Bernardo finally spoke to me and promised to call me back!! He didn't and refuses to take my calls!! Didn't sound very senior to me either!! And his way of handling it was totally laughable!!

 

I have been in PR/Journalism all my life and have NEVER experienced treatment like this!! I hate the Princess way of handling complaints, but perhaps its more successful for customer relations in the long run. At least the staff can't get away with treating customers like morons!!

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2ladies

2ladies

Posted
Posted

For those of you not familiar with Latinicon10.gif - it means DONT LET THE B******S GRIND YOU DOWN!!!!

 

I am beginning to think that possibly this is the role of the Celebrity Customer Service Department - just get rid of you!! Maybe its not bad handling - just policy - rile your customers so much they go away!! :p

 

And I have shares in this Company:eek: - fortunately, minimum shareholding!!

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2ladies

2ladies

Posted
Posted

Florisdekort

 

Well, since the TA can't get anywhere with them either, she has given me the authority to deal with them!! It is on my notes at Celebrity, so they now have to!!!

 

They got rid of her - but as a trained reporter, I am more persistent!! She may be the TA - but its my MONEY!!!

 

Its the last time I will use a Travel Agent to book through Celebrity or RCCL!! The Travel Partner slogan is rubbish!!! It just means that you can't complain!! Very clever RCCL!!!!!

 

When I am next down in Miami, I will spend an afternoon sitting in their Reception waiting to be seen by an Executive. I will bring a library, not just one book!!

 

When I have enough interesting information about their handling of complaints - then perhaps my training will take over!!

 

Regards to you too Floris!!!!

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2ladies

2ladies

Posted
Posted

image.php?u=14&dateline=1142029091 Well, five days later I receive a call back today from Bernardo!! Revenue don't understand the problem. The price remains the same. Do I have the dates the original cruise price was published on the internet? Hello Celebrity Revenue Department - don't you know?

 

By coincidence, I had gone back on this site and made some notes - one was the date the 13th finally arrived on line. So I told him to go back to Revenue and check.

 

I am also considering challenging Richard Fain to come on line and debate my problem on this public Forum!!

 

Would be interesting I should think!!

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2ladies

2ladies

Posted
Posted

Well, still waiting for 'Bernardo' to call back!!

 

Now I am not a hot-shot on a 'puter, but surely the Revenue Department should know exactly what prices were posted on the site and when?

 

Its rather interesting that someone else on this cruise who has agreed to the new date as I have, has been compensated at a far greater cost to Celebrity than us - i.e. we are being charged $200 above the first quoted price and not even sure whether we are receiving the $200 shipboard credit for all the aggravation this has caused us and which everybody else is receiving.

 

However, this cruiser is a male. There are still far too many companies who do not treat the female of the species in the same manner when it comes to complaints!!

 

These days educated professional females do not react well to being given the brush-off!! I personally think this is what made Bree Smith so hostile in the first place - never understood her antagonism to RCCL until now.

 

When I told my TA that they leave me holding 25 mins knowing it was a call from the UK and when I put the 'phone down and re-dial they accuse me of hanging up, she said that this is what they do all the time!!

 

The most frustrating part is the ring of steel preventing you from talking to any person in authority. You cannot question Revenue or Redeployment - probably because you might learn the truth. Nor anyone in any sort of executive position.

 

As a PR person, I would never allow a loyal customer to feel aggrieved or hostile - it is true that no customer should be badly treated - but I am afraid that in business it pays to give more attention to your repeat customers. Hence, of course, loyalty levels and we are Elite.

 

Not one person has spoken nicely, nor apologised for the fact that I am having to cut short my holiday for two weeks and am now missing my friend's wedding. And they boast 'Ahh...The Celebrity Treatment' - frankly, they should be ashamed of it!!

 

When I get back to Florida and the 'phone calls are free, I shall drive them as crazy as they have driven me - I shall be on the 'phone continuously!! Give them a real headache!!! Hopefully, go some little way to bringing to the attention of the powers-that-be that this behaviour is unacceptable and should be halted - which will benefit future callers!!

 

Such a pity as most of the on-board staff really do try hard!! I have gone from being an Apostle to a Guerilla. Actually, I think I resent this treatment even more as I have recommended and converted so many friends and people I have met on other lines, to Celebrity. Silly moi!! I could kick myself! Won't make that mistake again!!

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dmk

dmk

Posted
Posted

Tomorrow I am going to write a letter to Richard Fein - short, sweet and to the point!! This is at the suggestion of a very kind gentleman - you know who you are!!

 

 

I think this is an excellent idea. I had written a letter to him concerning a problem that was actually very similiar to yours.

The situation was corrected to more than my satisfaction. I was to be honest quite surprised by the response.

I think it is always a good idea to relate a problem to the person who has the power to resolve an issue.

Try it. What have you got to lose?

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2ladies

2ladies

Posted
Posted

PRECISELY!!

 

Just received an e-mail saying "re my cancellation" ............ this matter is closed and that is their final decision!! Mr. Fain has asked her to reply to my e-mail ...... oh yeah? Pull the other one Ms. Williams!!

 

"Hello there Celebrity - are you in? I HAVE NOT CANCELLED!! No-one has even bothered to look at the problem!! It is just a cover-up for your mistakes!!"

 

My letter to Richard Fain goes out tomorrow. I don't think it will make any difference as the guy has a built ring of steel round himself!!

 

Probably needs it!:D :D

 

I am not too worried about the money - its the principle. As Judge Judy says, its always the principle when it concerns small amounts!! We can lose that amount in the Casino in one evening - the Connie is not renowned for the on-board entertainment - drives us to gamble!!

 

I still wonder whether Richard Fain would have the guts to come on line and give the reason behind the decision!! Truly doubt it!! But would he come on Greta or Rita? Hmm...........?? Interesting!!! Sent Adam Goldstein in his place when the Smith's had a go!! Not that my problem can in any way be compared to theirs - but they should be fair to all!!

 

Thanks for your encouragement!! I may not win, but it won't be for lack of trying!! And I can be very trying..........!!!

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cruiser2004

cruiser2004

Posted
Posted

2ladies,

Keep after Celebrity and don't give up. I believe, what Celebrity counts on when they make a mistake is that their customers will just accept what ever Celebrity wants to do in a given situation, with no regard for if the decision is fair or not.

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2ladies

2ladies

Posted
Posted

2004 - you are quite right - the staff have got away with it for too long!! I am going to go on from here by opening another thread - I am sure you won't miss it!! Thanks.

 

By the way, Bernardo hasn't bothered coming back to me with the dates I requested!!!

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lkb125

lkb125

Posted
Posted
Hi Floris !

 

I am booked on the 4/13/07 Constellation sailing. I noticed today, that there is no availability. It must be code red for now. I am curious as to what is going on. If you hear anything, please post it here.

 

I will probably call Celebrity in the AM, but they never seem to give you any detailed information. Fortunately, there is still plenty of time to book something else if need be.

This "code red " is happening on my transatlant cruise Legend of the Sea Tampa to Rome o4/21/07 could you tell me what code red is? thankyou Lorelle
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lkb125

lkb125

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Posted
Code red jsut means they have stopped sell this cruise. It could be many things that could cause them to code red a cruise, from itinerary change to price adjustment to invetory management to cancellation or date changes.

 

Good luck

Thanks for the answer, this dosen't seem the right way to run a railroad oops I mean a cruise line just put the information out there and people will adjust. Lorelle

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2ladies

2ladies

Posted
Posted

Lorelle - if you look at the RCCL site, I think it shows that the Legend has a 'gap' between 21st April and 31st May 07.

 

In my case this meant a change of date on one cruise and a total change of itinerary and date on another. However, there doesn't seem to be any consistency. As far as code red for price change - they don't seem to need that - the Connie cruise prices are changing frequently!!

 

Have you booked flights? In all fairness to the cruise line, although they have behaved stupidly in my case, they apparently did refund the airfares to other pax who had already booked flights.

 

As I said before, keep a close eye. You have a better chance of getting it right if you have booked through the cruise line, rather than having to use a TA as a middle man. Having said that, I am sure there are efficient TA's out there!!

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lkb125

lkb125

Posted
Posted
Lorelle - if you look at the RCCL site, I think it shows that the Legend has a 'gap' between 21st April and 31st May 07.

 

In my case this meant a change of date on one cruise and a total change of itinerary and date on another. However, there doesn't seem to be any consistency. As far as code red for price change - they don't seem to need that - the Connie cruise prices are changing frequently!!

 

Have you booked flights? In all fairness to the cruise line, although they have behaved stupidly in my case, they apparently did refund the airfares to other pax who had already booked flights.

 

As I said before, keep a close eye. You have a better chance of getting it right if you have booked through the cruise line, rather than having to use a TA as a middle man. Having said that, I am sure there are efficient TA's out there!!

We booked this cruise while we were on the Jewel this spring then they transfer it to our online travel agency, one of there partners. We have booked return airfare ( frequent Flyer miles) difficult but not impossible to change. It is good that we have time to straighten this out. Lorelle
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