Best Way to Send Feedback/Complaint

[IrishKevinCan]

Looking for best advice as to where to send feedback and complaint after a cruise. Things went wrong for an excursion and I want to go into more detail that the survey allows.

 

 

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[Xport]

Things went wrong for an excursion and I want to go into more detail that the survey allows.

 

While still aboard ship; in this case, with the Shore Excursions Team... But you can contact the Corporate Shore Excursions Group in Miami via e-mail at...

 

shorex@rccl.com

[Orator]

Looking for best advice as to where to send feedback and complaint after a cruise. Things went wrong for an excursion and I want to go into more detail that the survey allows.

 

 

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The best place to file a complaint is on the ship immediately after the problem occurs. Guest Relations should give you a form where you can list the details. I've done this and have received compensation without asking for it. Assuming that you did this you can call Celebrity and ask for the Post Cruise or Resolutions Department. I've found that a call gets a quicker response than an email. I mentioned "compensation", but need to warn that it is a dirty word and once used will end discussion. However, if they feel that you should receive something they will ask what you want. Be prepared to offer a reasonable solution. Celebrity receives a commission for each excursion they sell and would not return more than their commission. Last I heard their commission is 20%. I should also note that in many past cases mentioned on Cruise critic Celebrity is not responsible. Of course I can't make or infer any responsibility in this particular case since I have no facts to base any judgment.

[katmandu2]

Were you on the disastrous Bamboo Beach Club excursion last week on the Reflection? We were and I went to Guest Relations first who sent an email to the shore excursion department. I didn't hear from the shore excursion people so went there prior to dinner and talked at length with one of the employees there, going into great detail about what went wrong. She asked me what compensation I wanted and I had no idea! She ended up refunding 60% of our excursion fee to us, which I thought was fine as it was a two part excursion and only the 2nd half was awful.

[Orator]

Were you on the disastrous Bamboo Beach Club excursion last week on the Reflection? We were and I went to Guest Relations first who sent an email to the shore excursion department. I didn't hear from the shore excursion people so went there prior to dinner and talked at length with one of the employees there, going into great detail about what went wrong. She asked me what compensation I wanted and I had no idea! She ended up refunding 60% of our excursion fee to us, which I thought was fine as it was a two part excursion and only the 2nd half was awful.

 

You did it the right way! Much easier to receive satisfaction while on the ship. They typically bring up compensation if they feel you deserve it. What you received appears to be more than fair.

[katmandu2]

It was definitely more than fair compensation. In speaking with other passengers on the same awful excursion, they were only offered 30% off, so I feel that it was a generous compensation. I was calm and kept an even tone about me, even though I was pretty upset about how terrible the entire experience was. They handled it very well, I thought.

[hcat]

What happened at Bamboo Beach Club? What port,?

 

We were "abandoned"at a Beach Club (can,t remember name) on St Maarten after a great ship's excursion...there were 10 of us and our driver never returned.. supposedly he made alt arrangementsfor pick up that never worked out.

 

.After getting nervous, we contacted the port agent who called X...and a van was sent to retrieve us...we got back in time so they did not hold the ship. First person we spoke to at Excursions made one excuse after another but after looking into it....we got 50% refund. Fair...and glad we booked with the ship.

[IrishKevinCan]

It wasn't that excursion and I didn't really want to go public with anything. They did offer compensation but there was more that needed to be explained that I chose not to do on board so I could just enjoy the rest of my day and vacation.

 

 

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[Northern Aurora]

The OP may try: concerns@celebrity.com