bubbadogmom Posted February 20, 2018 #1 Share Posted February 20, 2018 I am so ANGRY!! Celebrity cancels our cruise (lots of us, I’m sure ) they leave a message. I call back and wait on hold for 32 MINUTES!! CJ (the agent) pulls up reservation, says she’s putting me on hold AND HANGS UP ON ME!! [emoji35][emoji35][emoji35] Going to take a minute to breathe. Grrrrrr. Sent from my iPhone using Forums Link to comment Share on other sites More sharing options...
Fouremco Posted February 20, 2018 #2 Share Posted February 20, 2018 Over the past few weeks I've had wait times under 5 minutes and over 65 minutes, both call initiated mid-morning. I just put my phone on speaker mode and do other things while waiting. Link to comment Share on other sites More sharing options...
bray536 Posted February 20, 2018 #3 Share Posted February 20, 2018 Why did they cancel it? Sent from my iPhone using Forums Link to comment Share on other sites More sharing options...
bubbadogmom Posted February 20, 2018 Author #4 Share Posted February 20, 2018 Why did they cancel it? Dry dock Sent from my iPhone using Forums Dry dock Link to comment Share on other sites More sharing options...
Bo1953 Posted February 20, 2018 #5 Share Posted February 20, 2018 I Am sure many people do not realize, yet there is a "Call Me" function at the website, so you do not have to hold for them. Good luck and bon voyage Link to comment Share on other sites More sharing options...
RickT Posted February 20, 2018 #6 Share Posted February 20, 2018 (edited) While a 32 minute wait on hold is unacceptable it doesn’t come close to a recent call to Air Canada, I called and got a message stating they were experiencing a higher than normal call volume and my wait time would be 2 hours and 23 minutes :o Having managed a customer service centre I can understand how long wait times can occur. You plan for normal call volume and then experience a high call volume or technical issue that throws the best laid plans out the window. I had to call X today and had zero wait time. I was connected to a rep as soon as I selected all the choices to be routed to someone who could help. Good luck and sorry your cruise got canceled. Edited February 20, 2018 by RickT spelling error Link to comment Share on other sites More sharing options...
NantahalaCruiser Posted February 20, 2018 #7 Share Posted February 20, 2018 I am so ANGRY!! Celebrity cancels our cruise (lots of us, I’m sure ) they leave a message. I call back and wait on hold for 32 MINUTES!! CJ (the agent) pulls up reservation, says she’s putting me on hold AND HANGS UP ON ME!! [emoji35][emoji35][emoji35] Going to take a minute to breathe. Grrrrrr. Sent from my iPhone using Forums As many have said many times, this is the type of situation that had you booked through a TA, they would be on hold rather than you :cool: Link to comment Share on other sites More sharing options...
EmperorCorey Posted February 20, 2018 #8 Share Posted February 20, 2018 Press through to the new reservations line. They'll answer in 32 seconds, not minutes, and will be happy to assist IME. The existing reservations line is a joke. Link to comment Share on other sites More sharing options...
bubbadogmom Posted February 20, 2018 Author #9 Share Posted February 20, 2018 While a 32 minute wait on hold is unacceptable it doesn’t come close to a recent call to Air Canada, I called and got a message stating they were experiencing a higher than normal call volume and my wait time would be 2 hours and 23 minutes :o Having managed a customer service centre I can understand how long wait times can occur. You plan for normal call volume and then experience a high call volume or technical issue that throws the best laid plans out the window. I had to call X today and had zero wait time. I was connected to a rep as soon as I selected all the choices to be routed to someone who could help. Good luck and sorry your cruise got canceled. Lol 🙄. I have to fly Air Canada for work a lot. Not surprised at that one! Link to comment Share on other sites More sharing options...
bubbadogmom Posted February 20, 2018 Author #10 Share Posted February 20, 2018 As many have said many times, this is the type of situation that had you booked through a TA, they would be on hold rather than you :cool: Very true. But I actually enjoy the process of booking and choosing a cabin and being in control of my reservation. Out of 14 or so cruises I’ve never had to call..... Link to comment Share on other sites More sharing options...
Silkroad Posted February 21, 2018 #11 Share Posted February 21, 2018 As many have said many times, this is the type of situation that had you booked through a TA, they would be on hold rather than you :cool: Very simple for a trusted TA to handle rebooking a cancelled cruise if one is retired, yes. Not simple if one is not retired, and had oh so carefully selected a cruise that fit within work deadlines or family requirements. Link to comment Share on other sites More sharing options...
Silkroad Posted February 21, 2018 #12 Share Posted February 21, 2018 Press through to the new reservations line. They'll answer in 32 seconds, not minutes, and will be happy to assist IME. The existing reservations line is a joke. I was about to suggest the same thing:D Link to comment Share on other sites More sharing options...
helencruising Posted February 21, 2018 #13 Share Posted February 21, 2018 Press through to the new reservations line. They'll answer in 32 seconds, not minutes, and will be happy to assist IME. The existing reservations line is a joke. That is a great tip. Link to comment Share on other sites More sharing options...
Holly g Posted February 21, 2018 #14 Share Posted February 21, 2018 Press through to the new reservations line. They'll answer in 32 seconds, not minutes, and will be happy to assist IME. The existing reservations line is a joke. That is a great tip but could you explain exactly how you "press through to the new reservations line"? Link to comment Share on other sites More sharing options...
bubbadogmom Posted February 21, 2018 Author #15 Share Posted February 21, 2018 That is a great tip but could you explain exactly how you "press through to the new reservations line"? I totally didn’t understand at first too! Then it sunk in..... If you already have a reservation you push 3. But they know they already have your $$ so you wait. But if you push 1 - you’re a new person looking to give them money and business! No wait for you...... Link to comment Share on other sites More sharing options...
Shadow9612 Posted February 21, 2018 #16 Share Posted February 21, 2018 While a 32 minute wait on hold is unacceptable it doesn’t come close to a recent call to Air Canada, I called and got a message stating they were experiencing a higher than normal call volume and my wait time would be 2 hours and 23 minutes :o Oh my gosh - that made me laugh. I can't imagine 2h 23min. Did you wait?? [emoji53] As a total aside, I once heard that Air Canada considers a flight "on time" as long as it departs within 15minutes of the scheduled time. I find that amusing. To me, if it leaves after the scheduled time, it's NOT on time (in fact, it's LATE!) Sorry, not trying to hijack the post... Link to comment Share on other sites More sharing options...
Rare Host Jazzbeau Posted February 21, 2018 #17 Share Posted February 21, 2018 While a 32 minute wait on hold is unacceptable it doesn’t come close to a recent call to Air Canada, I called and got a message stating they were experiencing a higher than normal call volume and my wait time would be 2 hours and 23 minutes :o But is that in Canadian minutes? What's the current exchange rate? ;p Link to comment Share on other sites More sharing options...
bubbadogmom Posted February 21, 2018 Author #18 Share Posted February 21, 2018 Oh my gosh - that made me laugh. I can't imagine 2h 23min. Did you wait?? [emoji53] As a total aside, I once heard that Air Canada considers a flight "on time" as long as it departs within 15minutes of the scheduled time. I find that amusing. To me, if it leaves after the scheduled time, it's NOT on time (in fact, it's LATE!) Sorry, not trying to hijack the post... For Air Canada? Heck, if the flight doesn’t get delayed by 2+ hours or outright cancelled, I’d say “this isn’t Air Canada”!:'):rolleyes: Link to comment Share on other sites More sharing options...
Shadow9612 Posted February 21, 2018 #19 Share Posted February 21, 2018 For Air Canada? Heck, if the flight doesn’t get delayed by 2+ hours or outright cancelled, I’d say “this isn’t Air Canada”!:'):rolleyes: Oh gosh, don't get me started.....;) Link to comment Share on other sites More sharing options...
Rare Keith1010 Posted February 21, 2018 #20 Share Posted February 21, 2018 Sorry you experienced this. Keith Link to comment Share on other sites More sharing options...
Rare chemmo Posted February 21, 2018 #21 Share Posted February 21, 2018 OP, I feel for you...bad enough to be disappointed by a cruise cancellation without then not receiving prompt customer service. Our experiences telephoning X have been mixed, sometimes much faster than others. Worst experience was with RC where a website issue resulted in us needing to telephone....passed from department to department (IT, finance, customer services....), on the phone for over half an hour at a cost of over £9! As a matter of principle we emailed to request the phone cost be refunded. We received a reply thanking us for pointing out our call had lasted so long but no refund! Link to comment Share on other sites More sharing options...
laslomas Posted February 21, 2018 #22 Share Posted February 21, 2018 OP, I feel for you...bad enough to be disappointed by a cruise cancellation without then not receiving prompt customer service. Our experiences telephoning X have been mixed, sometimes much faster than others. Worst experience was with RC where a website issue resulted in us needing to telephone....passed from department to department (IT, finance, customer services....), on the phone for over half an hour at a cost of over £9! As a matter of principle we emailed to request the phone cost be refunded. We received a reply thanking us for pointing out our call had lasted so long but no refund! It can be seriously expensive to phone Celebrity UK - even the Booking line costs 7 pence a minute!! I think there is a number that is not a premium line for Captains Club but they keep it hidden well away. Link to comment Share on other sites More sharing options...
bengaltiger1 Posted February 21, 2018 #23 Share Posted February 21, 2018 It can be seriously expensive to phone Celebrity UK - even the Booking line costs 7 pence a minute!! I think there is a number that is not a premium line for Captains Club but they keep it hidden well away. The number in the pic have been posted on another social media site. Sent from my iPhone using Forums Link to comment Share on other sites More sharing options...
Elaine0138 Posted February 21, 2018 #24 Share Posted February 21, 2018 The number in the pic have been posted on another social media site. [ATTACH]414974[/ATTACH] Sent from my iPhone using Forums Are these numbers still working, I tried a free Phone number last year and it was no longer recognised Link to comment Share on other sites More sharing options...
laslomas Posted February 21, 2018 #25 Share Posted February 21, 2018 The number in the pic have been posted on another social media site. [ATTACH]414974[/ATTACH] Sent from my iPhone using Forums Thanks, I have made a note of the numbers, none of which are shown on the Celebrity UK website as far as I can see. Link to comment Share on other sites More sharing options...
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