2GWM

I have been calling (as well as my travel agent) and writing Celebrity Customer Service for over 2 months concerning the pending dry dock of the Century.

Kept in the dark for this long of a time, while I could have re-booked on another cruise while a decent selection of cabins are availablee....

I called again on May 17th to ask about my booking as it disappeared from my Celebrity Captain's Club account. The CS rep stammered when I asked about my booking after a couple of minutes on hold, I was told that my AAA agent had already been called that day and an email was sent confirming the dry dock situation and my travel agent would be handling my reservation.

The CS rep sent me an email of the letter that was sent to my agent and when I contacted her, behold, the date stamp on HER email was the same as mine and she had not received any telephone notification of the dry dock!

She had NEVER experienced such inadequate handling of a situation before, either to an agent or a customer!

I was told I was welcome to book the March 6, 2014 cruise at the same rate and the same stateroom with (I am told, the same itinerary), BUT the published itinerary would not be out for at least three weeks. The compensation offer of $400 room credit is expiring May 30th, before the publishing of the new March 6, 2014 Panama Canal sailing!

I feel Celebrity REALLY dropped the ball here not only with their booked customers but their AAA agents as well! I must say their compensation offer is generous, but the whole manner of keeping all of the booked passengers AND agents in the dark for such a long time is really unacceptable!

I have attached a copy of the memo my agent received at WHILE I was speaking to the Celebrity Captain's Club Customer service rep!

Has anyone else (customer OR agent) experience this level of poor service??

I would appreciate any and all comments....???? Thank you for hearing me out!

Celebrity Memo.docx