What's Up With CELEBRITY WEBSITE?

[dcruisers]

For 2 days I have been trying to access my reservation ( cruise is 1/16) for the last 2 days. I can see one day down for maintenance etc. -but 2 days???

I keep getting unable to access, or that it's being modified. Anyone else having problems?

Edited November 3, 2015 by dcruisers

[eaglewar]

I too have been unable to access my reservation. Mine said changes were being made.

Two days and counting.

 

Eaglewar......Rick

[perditax]

Best to bump one of the existing long threads than create new ones that will be lost.

[Tsi2quick]

Mine said that last night as well but this morning I tried again and it worked fine.

[DrivesLikeMario]

They're putting in some changes to the My Booking area. They'll be mostly put in place tomorrow, 11/3, making it easier to link back-to-back voyages, different cabins to one booking, carrying information over from one booking to another at a different time, etc. So, enhancements are coming. Just hang in there for another day and then hopefully, the kinks will get worked out quickly too.

[Kartgv]

They're putting in some changes to the My Booking area. They'll be mostly put in place tomorrow, 11/3, making it easier to link back-to-back voyages, different cabins to one booking, carrying information over from one booking to another at a different time, etc. So, enhancements are coming. Just hang in there for another day and then hopefully, the kinks will get worked out quickly too.

 

How did you get this information? Many of us have been trying to get answers for weeks with no success. Is this FOR REAL, or just another promise/excuse from some unofficial source? Would love to believe it, but we've been fed so many promises in the past that I'm a real skeptic. Why haven't we heard this from the Celebrity rep who posts here?

 

Even if it is for real, it does not excuse the lack of informed response that many of us have experienced.

[MiniMark]

How did you get this information? Many of us have been trying to get answers for weeks with no success. Is this FOR REAL, or just another promise/excuse from some unofficial source? Would love to believe it, but we've been fed so many promises in the past that I'm a real skeptic. Why haven't we heard this from the Celebrity rep who posts here?

 

Even if it is for real, it does not excuse the lack of informed response that many of us have experienced.

 

Ditto.

[Kartgv]

In my last post, I stated I was a skeptic that website improvements were imminent. I had also started the first of 2 or 3 other threads about website problems about 3 weeks ago. However, I am please to report that there is actually some progress! First of all, this morning while I was out, DH received a phone call from Celebrity offering to help walk us through the website procedures, as a result of an email I sent them about a week ago. The caller left a phone number I could call back if I wanted help. Just getting the call was a real surprise!

 

Before calling, and since today is Nov. 3 (when "DrivesLikeMario" said improvements would be implemented), I decided to try again myself. There has actually been a change and it worked except for one misstep.

 

I logged on by using the "Already Booked" button. This brought up a page of different cruise options like Shore Excursions, Dining, etc. I selected "Dining". At the top of the page was an option to "Plan all cruise dining". I clicked on it, which brought up a calendar with each nights location (either 'at sea' or the port name); the next option was to "Choose Guests", which I did. Then came the misstep - the next option is to add guests from another reservation, which I did not want to do. I wanted to choose my restaurant and dining time, but it would not let me click on that tab. After a few moments of frustration, I decided to try clicking on the "Add Guests" button even though I wasn't adding any, and that took me to where I wanted to be.

 

Once I figured that out, I booked 6 nights dining - restaurants (including "Select Dining" at no charge) and times, add them to my cart and check out, all in about 15-20 minutes. I theoretically could have booked other items (shore excursions, spa treatments, etc.) before checking out, but I didn't try that. Maybe someone else can try doing multiple things like that and report back on whether it works.

 

It would be nice to hear from others who have had recent problems to see if the fixes really solve most of the issues.

[123linz123]

I don't know how a company of this standard can get away with such a CRAP web site

[DrivesLikeMario]

How did you get this information? Many of us have been trying to get answers for weeks with no success. Is this FOR REAL, or just another promise/excuse from some unofficial source? Would love to believe it, but we've been fed so many promises in the past that I'm a real skeptic. Why haven't we heard this from the Celebrity rep who posts here?

 

Even if it is for real, it does not excuse the lack of informed response that many of us have experienced.

 

In a Celebrity webinar.

[Iamcruzin]

Maybe they should make the dysfunctional website threads a sticky. They keep popping up more than the drink package threads. With that said I tried to add the Celebrity insurance to my booking. It was a simple tick of a box. It added it to the booking and gave me a new total but when I signed off it reverted back to the original booking with no insurance. I finally called and had it added. They emailed me a new invoice with the addition. Something so simple yet impossible to complete. I don't know how anyone attempts to book a cruise on their site.

[dcruisers]

They're putting in some changes to the My Booking area. They'll be mostly put in place tomorrow, 11/3, making it easier to link back-to-back voyages, different cabins to one booking, carrying information over from one booking to another at a different time, etc. So, enhancements are coming. Just hang in there for another day and then hopefully, the kinks will get worked out quickly too.

 

Well.,,,,, I just tried again (11/3 11pm ) and I STILL could not get on. Once again it said unable to meet my request or something close to that.

I was so hoping you were right about things being better today. I'll keep trying - but am very frustrated with Celebrity's website - Carnival, Royal Caribbean and Princess sites function so much better.

Hope it's fixed by the time we have to do our online check in!

[woldridge]

Despite three phone calls to Celebrity, I have not been able to access any of my 6 reservations for over 2 weeks. Every time I have called, I have been told the reservation is locked, they get a supervisor to unlock it, I try again, does not work, they try again, locked! Told three times now that they will sent the issue to IT and will be notified when it is fixed. Still waiting...

 

In the meantime, I was directed the "Already Booked" work around. That actually worked on the first call, but now when I click on the Cruise Planner tab I am taken to the My Celebrity sign-in page. If I sign in like I do not have an account it asks me to enter my user name and password. Or, I have the option to log-in. Either way, I am taken to my reservations, where I cannot do anything.

 

Crazy!

 

It gets better. Yesterday I had a shore excursion that I had pre-purchased cancelled because the start time had been changed to 1/2 hour earlier. If I wanted the new time, I needed to rebook - seriously! :confused: Since I cannot do anything on the website, I have to call to rebook. They were able to access my reservation and tell me it is still booked, just a time change. I read her the e-mail, she puts me on hold for a long time, comes back and tells me, yes I need to rebook. Seems it might have been smarter to notify me of the time change and, if not satisfactory, then I could cancel. So I have paid twice for the tour, my refund is in cyberspace, and Celebrity wasted valuable employee time as well as inconveniencing a customer. Strange way to run a business.

[perditax]

Comment on their facebook, and tweet them @celebritycruises.

[dcruisers]

4th day and still not able to access my reservation. Such an unnecessary obstacle for such a "supposedly" classy cruise line.

Soooooo - I can't book anything - how long has this been going on?

 

 

Woldridge-Sorry that you had such a frustrating experience. What is disturbing to me is that even the supervisor couldn't unlock your reservation permanently. That's scary! They need to get a new IT person and redesign their website. Having cruised NCL, Carnival,RCL,and Princess Celebrity's website is a joke and frustration to their customers is bad customer service.

[Kartgv]

It turns out I spoke much too soon in saying there was some website progress. I've seen that others are still experiencing problems, so apparently I had a one-time stroke of luck. Today logged on again and tried to book our dinner reservations for the 2nd half of our cruise. For every day, as soon as I click on "Select Restaurant and Time" I get a message that there are no reservations available for that booking period; this appears for all restaurants and all dates. This is for a January cruise and I was able to book the 1st week's reservations yesterday with no problem. So, not only are the originally reported problems not fixed, we now have a new one!

[boscobeans]

For 2 days I have been trying to access my reservation ( cruise is 1/16) for the last 2 days. I can see one day down for maintenance etc. -but 2 days???

I keep getting unable to access, or that it's being modified. Anyone else having problems?

 

The website has had troubles off and on for as long as I can recall. Maybe they could have two different sites, one for static information and one that is interactive.

 

The static site could be for basic non-changing information, such as itineraries, ship information (deck plans -accommodations etc.) and items requiring only occasional updating.

 

The interactive site would deal with individual passenger accounts / records and the actual booking and reservation process.

 

Not being an IT specialist I don't know if reducing the traffic on the interactive site would help the problems.

 

They could of course hire people who knew what they were doing. LOL

 

bosco

[TomTN]

The website works exactly as it was designed.:(

 

Maybe the worst website ever for a major corporation, and I try to not exaggerate.

[perditax]

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[DutchHaus]

After trying to log onto my reservation without success for several days, I called the reservation number. They told me that many accounts have been locked and they manually need to unlock them. After they unlocked my account, they instructed me to go to the Already Booked Tab on the website, and then to Online Check-In on the drop down menu. I filled in the information and received a message the system was undergoing maintenance. She said call back in a couple of hours and we will try again. By the way she said she could not access the reservation either. Not sure if any of this information is actually useful.

[Grillfish]

Anyone else having issues with their website? I log into my account, then a blank screen... Tried two days in a row now. I'll wait a few more days, then call them.

[hcat]

In a Celebrity webinar.

 

Are these available to everyone?

would like to subscribe....

[Eggy13]

My daughter and I have been trying for two weeks to open manage my reservation. We have booked things over the phone. We have had no problems with that system. We were sent, via e-mail, all the excursions. My daughter did a spread sheet; which made it easy. Meanwhile, I sent an e-mail to the CEO. I would much rather do things online. One wonders if anyone in IT knows anything at all.

[patca]

Anyone else having issues with their website? I log into my account, then a blank screen... Tried two days in a row now. I'll wait a few more days, then call them.

I haven't been able to access my booking for three weeks. I called yesterday and the agent told me that "there must be a problem, because I can't access your booking either" This has me very upset. After being on hold for 20 minutes, she told me that it should be fixed in 24 hours - well it is still not fixed. What to do? What to do?

[perditax]

Sounds like they need to get a new database administrator.