jazzy-blue Posted February 27, 2018 #1 Share Posted February 27, 2018 Returned 3 weeks ago from a cruise on Celebrity from Singapore on the Constellation. There were several issues ( detailed in a review yet to be published ). On my return I wrote an email of complaint to Celebrity guest relations as directed on board. I have yet to receive an acknowledgement let alone a substantive reply. Can anyone give me an email address of a CEO or other senior executive? As I am in England I am not going to spend yet more money trying to phone them in the States. Thanks in advance. Link to comment Share on other sites More sharing options...
cdn_tbird Posted February 27, 2018 #2 Share Posted February 27, 2018 Returned 3 weeks ago from a cruise on Celebrity from Singapore on the Constellation. There were several issues ( detailed in a review yet to be published ). On my return I wrote an email of complaint to Celebrity guest relations as directed on board. I have yet to receive an acknowledgement let alone a substantive reply. Can anyone give me an email address of a CEO or other senior executive? As I am in England I am not going to spend yet more money trying to phone them in the States. Thanks in advance. I would send your complaint through either FB messenger or Twitter DM. I did that recently and had a call back within 24hrs. Sent from my Pixel 2 XL using Tapatalk Link to comment Share on other sites More sharing options...
runner15km Posted February 27, 2018 #3 Share Posted February 27, 2018 IDK but welcome to Cruisecritics and congrats on your 1st post. Hope all works out. Link to comment Share on other sites More sharing options...
AnOnymously Posted February 27, 2018 #4 Share Posted February 27, 2018 Lisa Lutoff-Perlo President and CEO 1050 Caribbean Way Miami, FL 33132 (305) 539-6000 lLutoff-Perlo@celebritycruises.com Link to comment Share on other sites More sharing options...
jelayne Posted February 27, 2018 #5 Share Posted February 27, 2018 In my experience addressing problems while on the ship has worked well once off the ship, depending upon the problem, there is not much that can be done. We are currently on the Constellation and have 2 issues both handled satisfactorily within 24 hours. Link to comment Share on other sites More sharing options...
Luvcrusn Posted February 27, 2018 #6 Share Posted February 27, 2018 Try of Instagram also. I posted frustration with their website and got an almost immediate response. You can google the CEO's email. I don't know if we're allowed to post it. Link to comment Share on other sites More sharing options...
SEA DOGY Posted February 28, 2018 #7 Share Posted February 28, 2018 Lisa Lutoff-Perlo President and CEO 1050 Caribbean Way Miami, FL 33132 (305) 539-6000 lLutoff-Perlo@celebritycruises.com Thanks Sent from my iPad using Forums Link to comment Share on other sites More sharing options...
miched Posted February 28, 2018 #8 Share Posted February 28, 2018 The best time to complain is when on board using the “Attention to Detail” card. Anyth8gn else falls on deaf ears, or more likely filed in the circular file by a gatekeeper. The only other way is by your feet or purse but even that may not be effective because they may be happy to be rid of a complainer that don’t appeal to their profile of who they are trying to attract. Happy cruising 🌊🚢🇺🇸🌅 Link to comment Share on other sites More sharing options...
Fouremco Posted February 28, 2018 #9 Share Posted February 28, 2018 The best time to complain is when on board using the “Attention to Detail” card. Anyth8gn else falls on deaf ears, or more likely filed in the circular file by a gatekeeper. The only other way is by your feet or purse but even that may not be effective because they may be happy to be rid of a complainer that don’t appeal to their profile of who they are trying to attract. Happy cruising 🌊🚢🇺🇸🌅 It depends upon the nature of the problem. We had an issue that couldn't be resolved on board, even after the exchange of several emails between the ship's guest services and HQ in Miami. After the cruise, I emailed then president and CEO Michael Bayley and received complete satisfaction. Link to comment Share on other sites More sharing options...
Canadianhey! Posted June 13, 2018 #10 Share Posted June 13, 2018 Lisa Lutoff-PerloPresident and CEO 1050 Caribbean Way Miami, FL 33132 (305) 539-6000 lLutoff-Perlo@celebritycruises.com I tried this email and it bounced back. Does anyone have a current email address. Thanks Link to comment Share on other sites More sharing options...
Bo1953 Posted June 13, 2018 #11 Share Posted June 13, 2018 I tried this email and it bounced back. Does anyone have a current email address. Thanks She may have shut it down due to too many emails which need to be directed elsewhere, first, in the food chain. bon voyage Link to comment Share on other sites More sharing options...
maherp Posted June 13, 2018 #12 Share Posted June 13, 2018 I always find the best way of getting a quick reply is to post on their Facebook page. Link to comment Share on other sites More sharing options...
jkgourmet Posted June 13, 2018 #13 Share Posted June 13, 2018 (y) I always find the best way of getting a quick reply is to post on their Facebook page. (y) Link to comment Share on other sites More sharing options...
wwcruisers Posted June 13, 2018 #14 Share Posted June 13, 2018 I tried this email and it bounced back. Does anyone have a current email address. Thanks Here again, it's unfair that you will have to pay extra postage, to mail a letter to the US, but the 'snail mail' route is what has always worked for me -- when I need to contact RCCL's Corporate headquarters. In fact, I used that very address (on Caribbean Way, in Miami) to successfully resolve an issue that I had with a post-cruise shore excursion, last February. Of course, snail mail does take a little longer, and it helps if you can give them a daytime phone number, where you can be reached. Good luck! :cool: Link to comment Share on other sites More sharing options...
Purplsmurf Posted June 13, 2018 #15 Share Posted June 13, 2018 Did you use a travel agent? We had quite a few issues on our cruise last year. I told our travel agent and she was livid. She talked to Celebrity and we ended up getting a credit for a future cruise, which we are using in September. Link to comment Share on other sites More sharing options...
Pepsi36 Posted June 13, 2018 #16 Share Posted June 13, 2018 I had an issue with a tour on disembarkation and called a UK number but didn't realize I was being charged premium rates. the call cost £23.00. I emailed Celebrity and after 5 weeks waiting and a couple of further emails i was refunded the tour cost, the phone call costs and was given future cruise vouchers. Link to comment Share on other sites More sharing options...
Orator Posted June 13, 2018 #17 Share Posted June 13, 2018 It's very rare for me to have a complaint, but when I have I found Celebrity to be more than fair. I know absolutely nothing about the nature of the OP's complaint so this is not directed to them, but the customer is not always right. I've heard people complain about the most petty things seeking to get some extra OBC or a free meal. Link to comment Share on other sites More sharing options...
wwcruisers Posted June 13, 2018 #18 Share Posted June 13, 2018 It's very rare for me to have a complaint, but when I have I found Celebrity to be more than fair. I know absolutely nothing about the nature of the OP's complaint so this is not directed to them, but the customer is not always right. I've heard people complain about the most petty things seeking to get some extra OBC or a free meal. But Charles -- even in cases where Corporate doesn't feel that the nature of the complaint warrants compensation, they always (AFAIK) send some sore of reply, or at least an acknowledgement of the communication. In his post, the OP states: On my return I wrote an email of complaint to Celebrity guest relations as directed on board. I have yet to receive an acknowledgement let alone a substantive reply. Sort of makes me think that the e-mail that the OP was given (by someone on board) might not have been valid. Hopefully, someone here can provide the OP with a working e-mail -- or, there is always snail-mail (and the OP does seem to have the correct address for that). The OP says that his complaints are reflected in his cruise review, which has been submitted. Hopefully, we'll get a link to that, once CC publishes it. It's always nice to know the details!;) Link to comment Share on other sites More sharing options...
Orator Posted June 13, 2018 #19 Share Posted June 13, 2018 But Charles -- even in cases where Corporate doesn't feel that the nature of the complaint warrants compensation, they always (AFAIK) send some sore of reply, or at least an acknowledgement of the communication. In his post, the OP states: On my return I wrote an email of complaint to Celebrity guest relations as directed on board. I have yet to receive an acknowledgement let alone a substantive reply. Sort of makes me think that the e-mail that the OP was given (by someone on board) might not have been valid. Hopefully, someone here can provide the OP with a working e-mail -- or, there is always snail-mail (and the OP does seem to have the correct address for that). The OP says that his complaints are reflected in his cruise review, which has been submitted. Hopefully, we'll get a link to that, once CC publishes it. It's always nice to know the details!;) Yes. Celebrity should reply to complaints. I too wonder if it was received by the proper person. Link to comment Share on other sites More sharing options...
oneputt18 Posted June 14, 2018 #20 Share Posted June 14, 2018 Try using Facebook or Twitter, people do it all the time and get a response. Sent from my SM-G892A using Tapatalk Link to comment Share on other sites More sharing options...
Ginger Pop Posted June 14, 2018 #21 Share Posted June 14, 2018 I just used Facebook messenger and got a quick reply to call customer service One Touch at Celebrity 844-418-6824 Link to comment Share on other sites More sharing options...
Orator Posted June 14, 2018 #22 Share Posted June 14, 2018 I do hope that the OP comes back and gives some reactions to advice. Link to comment Share on other sites More sharing options...
Mike981 Posted June 14, 2018 #23 Share Posted June 14, 2018 I do hope that the OP comes back and gives some reactions to advice. Agree, and I also wish people after saying "I'll be on _______ in a week and will come back and let you know!" Did so. Link to comment Share on other sites More sharing options...
vulcan1971 Posted June 14, 2018 #24 Share Posted June 14, 2018 I do hope that the OP comes back and gives some reactions to advice. I’m doubtful that will happen. Sent from my iPhone using Tapatalk Link to comment Share on other sites More sharing options...
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