Discuss Your Customer Service from Celebrity (RCL UK)

[Celebritycruiselover]

Just wondering if anyone else has had poor customer service in the UK when booking with Celebrity??

 

[Tiggertastic]

Do share what your concern was

[Celebritycruiselover]

I made several enquiries before booking my latest cruise. I received varying degrees of customer service and inncorrect information. For instance i asked if any drinks package or cabin credit was included and I was told "NO". I was also told that there would be no issues in booking addtional nights pre cruise however, when I enquired again I was told that if I did book addtional nights I would then have to pay for the one nights stay that was already part of the cruise offering???? When I did eventually book the Classic drinks package was thrown in (hoorah) however when I asked if I could upgrade to the premium drinks package I was told "NO" surely Celebrity are missing out on additional revenue?!?!?! It really felt like the UK staff know very about the service offerings of Celebrity, I had to tell the call handler that I did not need dining time as I had booked Aqua class and I would be dining in Blu. Poor customer service in general really.

[Project_gal]

OK there are a number of points here.

 

Yes, if you choose to spend extra nights pre-cruise, you will loose the one night included when you book a cruise and a flight. It has always been that way. I do not think that it applies very often in the US because flights to Europe from the Americas usually arrive early enough not to needs one night in a hotel.

 

Unfortunately, Celebrity's computer system, in the US and UK, insists on a dining time [or select]. This happens in the US as well as the UK.

 

Those points aside, customer service in the UK used to be excellent but a great deal has changed, and is changing, recently. Many staff are considering leaving or have left. Those who remain have been made to work in different ways. In the past, you would have your own Personal Cruise Specialist and everything was great. We still have ours but he is now limited as to when he can make outgoing calls.

 

From January, on Celebrity will have staff based in the UK. RCL and Azamara will be serviced from calls centres overseas. Reading between the lines, it seems to me that in the UK we are to get more of a Call Centre service rather than the personal service we have been used to.

 

Hopefully, customer service will improve when everything settles down but, at the moment, we have issues outstanding that I am having difficulty is getting resolved.

 

Sue

[callow]

I have not had good service the two times I called.

 

First call was to ask to include classic package (I was willing to pay the increased price). I was told they would ask further up the chain and someone would get back to me by email with a yes or no. There was no email.

 

Second call to ask about first request. The call handler went on about how the classic package had no value to me. Again I asked if someone could get back to me via email about my first request for the classic package to be included.

 

This was several months ago and I never received an email. I have left it as although it would have saved me about £100 it is just not worth the hassle.

 

It has put me off Celebrity a bit. I found the call handlers to be abrasive and unhelpful. Not good for a first impression of Celebrity. I hope the cruise is better.

[Tiggertastic]

re the drinks, the UK system cannot put through the upgrade and you can do it with guest relations on board once you get there.

[Lotus Girl]

I was told by my PCS (who is still there at present) that to upgrade my free Classic drinks package on my Eclipse cruise next June:

 

You need to call our Guest Support Unit on 08444 725 247 and they will make the changes and take payment from you.

[Celebritycruiselover]

The first point of contact with any business needs to be spot on, my expectation of CC UK is very high, that expectation has been set by my experience on my past Celeb cruises, Customer Service in the uk is letting the brand down.

[Ems2]

Poor customer service is never acceptable but I am pleased to say that my experience of Celebrity UK has been excellent and the ladies I have spoken to recently have been very helpful.

 

It is possible to upgrade from the 'free' Classic Beverage Package to the Premium one but you need to wait until it shows up on your booking confirmation invoice, which takes a few weeks and is done in the USA. Once this has been done you can upgrade via the UK enhancement office, tel: 08444 936207, option 2.