aggravated....

[Eiansmomma]

We made our reservation directly with Celebrity. There are 5 of us and we are in a Family Veranda. (#9197 on the Summit)

 

Apparently reservations can only have 4 people on them which means one of us has our own reservation. For some reason Celebrity put my son on his own reservation and I can't do a DARN THING with it because he is under 21!

 

If you have ever called Celebrity then you will understand why we are so aggravated!!

 

I wanted to work on our online check-ins. I couldn't because of his age so we call Celebrity and they did it for us on the phone.

 

I wanted to make a payment but I can't because of his age. I have my husband call (I wanted him to just pay off my sons reservation over the phone) and the women does something and says you should be able to pay it now.

 

I try to pay it again and it still won't go thru because of his age! So my husband is having to call Celebrity AGAIN today.

 

I hope once it's paid off and I try to print his express pass I don't run into a similar problem - UGH!!!

[AmberCascades]

Why can't you do anything with it? We had our kids in a separate cabin, so they had their own reservation number, etc. I just picked a username and password, as if I were them, and registered online and booked excursions in their name, etc. Could you have done that? I could only access their reservation using the login name that I had set up for it.

[Eiansmomma]

I have his correct birthday in on the reservation. I suppose I could change it but then I'm afraid it would cause a domino affect when boarding.

 

Everytime I try to do anything with the reservation I get a message at the top of the screen that says "at least one guest should be over 21 for a reservation" and I get that same message over and over again.

 

 

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[AmberCascades]

That would be aggravating. I'm surprised they put the reservation in the name of someone who is under 21. Was there no one else over 21 who could have been put on as the 5th person? It sounds like they did a goofy thing and now you are feeling the pain. I have no advice for you but I hope you have no further troubles with it.

[Eiansmomma]

I should mention that the reservations are linked too. Just doesn't make any sense to me!

[WestLakeGirl]

Are you saying that he has his own booking number? That is the source of the problem and shouldn't ever have happened if you are in the same stateroom (FV)

[Andy]

We made our reservation directly with Celebrity. There are 5 of us and we are in a Family Veranda. (#9197 on the Summit)

 

Apparently reservations can only have 4 people on them which means one of us has our own reservation. For some reason Celebrity put my son on his own reservation and I can't do a DARN THING with it because he is under 21!

 

If you have ever called Celebrity then you will understand why we are so aggravated!!

 

I wanted to work on our online check-ins. I couldn't because of his age so we call Celebrity and they did it for us on the phone.

 

I wanted to make a payment but I can't because of his age. I have my husband call (I wanted him to just pay off my sons reservation over the phone) and the women does something and says you should be able to pay it now.

 

I try to pay it again and it still won't go thru because of his age! So my husband is having to call Celebrity AGAIN today.

 

I hope once it's paid off and I try to print his express pass I don't run into a similar problem - UGH!!!

 

Hi Eiansmomma,

 

I'm sure this is frustrating, but since you've booked direct with Celebrity, I'd suggest calling Captains Club at 1-800-760-0654, and ask to speak with a supervisor. I certainly believe they will be of assistance.

 

If you require online assistance, the phone number is 1-800-722-5941. For assistance with online check-in, the number is 1-877-200-2897. Please let us know the outcome. Good luck !

[Eiansmomma]

Are you saying that he has his own booking number? That is the source of the problem and shouldn't ever have happened if you are in the same stateroom (FV)

 

that must be it, a different booking number. I believe it was done like that because only 4 people can be on one reservation (or booking)?!

 

My husband is calling them again today and his patience is starting to wear very thin - I'm sure they will get an earful.

 

I'm going to be nervous about his booking until we embark on August 24th

[Eiansmomma]

Hi Eiansmomma,

 

I'm sure this is frustrating, but since you've booked direct with Celebrity, I'd suggest calling Captains Club at 1-800-760-0654, and ask to speak with a supervisor. I certainly believe they will be of assistance.

 

If you require online assistance, the phone number is 1-800-722-5941. For assistance with online check-in, the number is 1-877-200-2897. Please let us know the outcome. Good luck !

 

we've called several times (today will be the second time we have called just to try and make a payment on his account). The most frustration lies with the length of time it takes for someone to answer the phone (over an hour on hold every time). I gave my husband the Captains Club number you noted above and told him to ask to speak with a Supervisor.

 

Thanks for the help - just need to get past this and have documents in my hand and I will feel better.

[Eiansmomma]

That would be aggravating. I'm surprised they put the reservation in the name of someone who is under 21. Was there no one else over 21 who could have been put on as the 5th person? It sounds like they did a goofy thing and now you are feeling the pain. I have no advice for you but I hope you have no further troubles with it.

 

It's my husband and I (both well over the age of 21) and our 3 minors. They did a very goofy thing...:p

[Classynfun1]

This is one of the reasons I gave my reservation to my TA (moved away from Celebrity). I said to him, "I cannot deal with these hour plus hold times. You deal with them!!" Of course he gives me quite a bit of additional OBC as well, so he literally pays me so he can deal with X. You might want to think about doing that too if you are in a time frame where moving the reservation is an option...

 

 

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Edited May 8, 2014 by Classynfun1

[Eiansmomma]

This is one of the reasons I gave my reservation to my TA (moved away from Celebrity). I said to him, "I cannot deal with these hour plus hold times. You deal with them!!" Of course he gives me quite a bit of additional OBC as we'll, so he literally pays me so he can deal with X. You might want to think about doing that too if you are in a time frame where moving the reservation is an option...

 

 

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what are the time limits to transfer? and will we lose our pricing/perks or will the price change?

[Classynfun1]

Within 60 days of booking. No, you keep the same price and perks. You literally "transfer the booking" only, NOT rebook the cruise.

 

 

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[Eiansmomma]

Within 60 days of booking. No, you keep the same price and perks. You literally "transfer the booking" only, NOT rebook the cruise.

 

 

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I'll have my husband look into that. We need to find a new TA - the last one we had didn't work out so well. She never called us back and was kinda rude to us. UGH...why can't anything just go smoothly? HA! Thanks for that tip...I really appreciate it!

[Classynfun1]

Anytime! If you have any questions, feel free to email! Classynfun@gmail.com

 

 

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[Celebrity Cruises]

I have his correct birthday in on the reservation. I suppose I could change it but then I'm afraid it would cause a domino affect when boarding.

 

Everytime I try to do anything with the reservation I get a message at the top of the screen that says "at least one guest should be over 21 for a reservation" and I get that same message over and over again.

 

 

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Hi there,

 

Apologies for the issues. We don't want you to have to call and wait again. Can you please send us an email at concerns@celebrity.com, with your reservation numbers and a phone number that you can be reached at?

[Eiansmomma]

Hi there,

 

Apologies for the issues. We don't want you to have to call and wait again. Can you please send us an email at concerns@celebrity.com, with your reservation numbers and a phone number that you can be reached at?

 

I just emailed you - thank you so much!

[Rina155]

I called Celebrity on Monday May 5th and was not on hold more than 30 seconds!

 

 

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[Pushkin]

First of all, surprised and pleased that Celebrity popped in and asked you to email them! Secondly, we had same situation. Booked FV 2 adults and 3 minors, had 2 booking numbers because Celebrity system can't deal with 5 in a cabin (seems like that could be fixed!). I was a little nervous about it as well. I began the online checkin process and couldn't figure out how to "checkin" my minor child who had his own booking numbers. I called Celebrity and was told that it becomes obvious at the end of the checkin process with the 4 on the first booking number. I'm not sure if I would call it obvious, but I did manage to get everyone checked in and one express pass with all of us listed.

 

Hope they can take care of it for you with an email.

[Eiansmomma]

I called Celebrity on Monday May 5th and was not on hold more than 30 seconds!

 

 

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They said they had been experiencing unusually high call volume due to the promotion going on. It's good to know the wait times aren't so long now!

[Eiansmomma]

First of all, surprised and pleased that Celebrity popped in and asked you to email them! Secondly, we had same situation. Booked FV 2 adults and 3 minors, had 2 booking numbers because Celebrity system can't deal with 5 in a cabin (seems like that could be fixed!). I was a little nervous about it as well. I began the online checkin process and couldn't figure out how to "checkin" my minor child who had his own booking numbers. I called Celebrity and was told that it becomes obvious at the end of the checkin process with the 4 on the first booking number. I'm not sure if I would call it obvious, but I did manage to get everyone checked in and one express pass with all of us listed.

 

Hope they can take care of it for you with an email.

 

I emailed Celebrity and they called my husband. He was able to pay for my son's balance over the phone. We still have a balance on our booking so once I get that paid in full I will try to finish the check-in process and hope it all goes smoothly.

 

I does seem like so many problems would be solved if their computer system was able to handle 5 people on one reservation.

[Eiansmomma]

I just went into my son's reservation and it has a note on his check-in area that says he is the same as us. So it looks like everything is GOOD TO GO!!!

 

Thank you so much Celebrity for helping us out. I feel much better now!!

[Andy]

I just went into my son's reservation and it has a note on his check-in area that says he is the same as us. So it looks like everything is GOOD TO GO!!!

 

Thank you so much Celebrity for helping us out. I feel much better now!!

 

Glad to hear that your issues are resolved. Have a wonderful cruise !

[Classynfun1]

They said they had been experiencing unusually high call volume due to the promotion going on. It's good to know the wait times aren't so long now!

 

 

Honestly, they have been saying this FOR MONTHS AND MONTHS! There have been reports of people calling and getting right through, but even on Easter Sunday, I waited on hold for almost an hour and a half (thinking no one else would be calling that day). Your best best is to call FIRST thing in the morning, but that doesn't always work either.

 

So glad they call your husband and now everything is resolved. Have an amazing cruise!

Edited May 8, 2014 by Classynfun1