UK Customer service is the pits!

[wales4ever]

For my forthcoming cruise out of Singapore on the Millennium in a couple of weeks we have had nothing but rubbish service from the UK customer services. Not sure what the US one is, but hopefully better than ours.

To date we have received at least 15 invoices - not one correct, despite many emails and phone calls to them. We have been promised for the last 4 weeks that our luggage tags would be send and our pre cruise hotel voucher and transfer vouchers will be sent, with nothing arriving.

Phoned twice again today, told too late for them to send us our luggage tags - sorry....:mad:

Transfer from airport and to ship vouchers sent, with nothing but our names and a time on the otherwise blank page. How do I find the transfer when I arrive at Singapore?? Where, by who? No contact number, no nothing.

If I had enough to spare I would be pulling my hair out!

[uktraveller]

We've never sailed from Singapore, but we have done plenty of bookings involving transfers. The Celebrity staff at the airport are usually very prominent when you get through to Arrivals...they know to expect you!

 

If you got your transfer vouchers as part of your Edocs there should be a page containing contact numbers in case issues arise when travelling.

 

Good luck....and have a great cruise:)

[wales4ever]

Not even received my e docs. Plus we fly into Singapore 2 days early so no one from Celeb. will be there

[uktog]

Not even received my e docs. Plus we fly into Singapore 2 days early so no one from Celeb. will be there

 

Whenever we have flown in 2 or 3 days early on a ships package a rep has been at the airport no problem

[Project_gal]

I would like to add my reassurance to the others here. There will be a Celebrity rep at the airport holding a sign with a big blue "X" on it.

 

Reading your post, I am not sure if you received your transfer vouchers in the post rather than printing them from the website. If you have been waiting for Celebrity to post everything to you that, unfortunately, is not how it works! If you have not set up a "MyCelebrity" account on the celebritycruise.co.uk, post back here and we can talk you through how to find you eDocs.

[wales4ever]

I was not expecting them to be posted. I expected them to be emailed. I Have not even received a message, either by email or on the Celeb site that my e docs are ready. I have a my Celebrity account as I have sailed with Celeb a few times before.

[mickey89]

Never had any problems with customer service, sometimes there are difficulties with their web site but easily resolved by phone.

[wales4ever]

Mine are not unfortunately and the phone bill is racking up by the day. 3 calls yesterday a couple more today. No transfer info, no e docs no luggage tags, no sense from Celeb UK...

[ladylemondrop]

Am sure you have but did you check your junk mail folder? I usually find stuff I think I have not received in there!!

 

I hope you have a great cruise anyway x

[Adammara]

Have you tried the UK Captains Club phone line on 0844 481 7505, I have had better results there than the general line.

 

We were fortunate to have a Cruise Specialist contact at Celebrity UK, and we had her direct line phone number and could always get things sorted. Sadly she was made redundant at the last cull of staff in the UK, she now works for a UK travel agent, lot more choice for us, and she is as helpful as ever.

[wales4ever]

Yes I have also phoned Captains club and emailed them. I am now in the process of trying to find out what company celeb UK used to book the transfer and call them directly to see if they have any info.

*Also looking for an address to write a letter of complaint to Celeb UK if anyone has an address?

[uktog]

Why don't you just trust Celebrity - and IF it went wrong Singapore is SO easy to get a cab and you would certainly be reimbursed. OK so sometimes the paperwork is not ideal but what you have said you have is as others have confirmed all you will get - and it's not as if these boards have been full of posts "Celebrity did not meet me at the airport" etc

[Suzy Smith]

We have always had excellent service from Celebrity UK and I am surprised that you are making multiple phone calls each day and getting nowhere. The Celebrity reservations staff give their name when they answer a call and I always ask them for their direct dial number, so that I can speak to the same person each time I call. If you feel you are getting less than acceptable service from a particular reservations agent, I would suggest you ask to speak to a supervisor rather sending a complaint by email, as the important thing for you is to resolve your concerns ASAP.

 

We have used Celebrity transfers many times and have never been given detailed information about the transfer company, but there has always been a Celebrity rep standing in a prominent position as we came out from collecting our luggage. I can understand that you are concerned because you are flying in two days early, but I see that several others on your roll call are also flying in on the same day and Celebrity have confirmed they have set up a transfer for you and sent you a voucher, so you will have the same paperwork as everyone else.

 

If you can resolve the problem with your e-docs, you will have a day of travel contact number to call and you will also be able to print out your luggage tags. What do Celebrity tell you is the reason your e-docs are not available? If you have filled in all the required information, checked in online and made your final payment, I would have thought the e-docs would be generated almost automatically.

Edited November 6, 2014 by Suzy Smith

[GOLDENBONNY]

For my forthcoming cruise out of Singapore on the Millennium in a couple of weeks we have had nothing but rubbish service from the UK customer services. Not sure what the US one is, but hopefully better than ours.

To date we have received at least 15 invoices - not one correct, despite many emails and phone calls to them. We have been promised for the last 4 weeks that our luggage tags would be send and our pre cruise hotel voucher and transfer vouchers will be sent, with nothing arriving.

Phoned twice again today, told too late for them to send us our luggage tags - sorry....:mad:

Transfer from airport and to ship vouchers sent, with nothing but our names and a time on the otherwise blank page. How do I find the transfer when I arrive at Singapore?? Where, by who? No contact number, no nothing.

If I had enough to spare I would be pulling my hair out!

 

Can't you just print it from web?

[wales4ever]

Print what from the web?

[mickey89]

Would suggest you need to use a travel agent for your next trip, to reduce your stress levels.

[wales4ever]

You may be right :) All my cruises - at least 20 or so, including Celebrity have been booked with a cruise company - most of the UK ones at some point in time with no problems whatsoever.

Would have thought that booking direct everything would be fine.

And I though holidays were all about having a stress free time.... well at least till the bill arrives!

[mickey89]

I use an American travel agent for all our Celebrity cruises, significant cost savings and far better terms & conditions. If you want any advise post an email contact and I will do all I can to help. Regards, A fellow Welshman