Met head of Loyalty for Celebrity

[Happy Cruiser 6143]

1 hour ago, Oville said:

I think is is very naive to think the gap between Elite+ and Zenith does not play a roll in people checking out other cruise lines.  It has for us and we’ve had a few disappoints but also some hits.  We still cruise a few Celebrity cruises a year  but other lines are now on our schedule.  2020 has us trying out Virgin Voyages and we are very happy with Viking Ocean.

I agree, Katie.  I'll never achieve Zenith, but somewhere between Elite+ and Zenith would be achievable for me. so that might encourage me to continue on with Celebrity.  I too have branched out, finding MSC Yacht Club an excellent alternative.  Actually, it blows the Celebrity suite program right out of the water.  And they matched my status on Celebrity, awarding me their highest level before I ever set foot on one of their ships.

 

I like the idea of more dry cleaning if they ever initiate this mid level on Celebrity and maybe a free specialty meal or some more internet.

Edited March 15, 2019 by Happy Cruiser 6143

[dandylion]

I would like to see the "3 drinks benefit"   between 5 to 7PM moved to at least 8 PM to accommodate later dining.

[Shadow9612]

1 hour ago, Redtravel said:

Celebrity needs to improve the experience...fresh menus, new activities, books in the library, better toiletries, thicker towels, etc.  As the prices on Celebrity increase, I would hope that Celebrity would improve. 

Agree.  

 

Unfortunately the reverse is happening with respect to books in the library - didn't X remove the library from the edge?

[jagoffee]

If Ms Shey and her staff are reading this thread, I would like to mention that my DW and I think Celebrity’s Loyalty benefits are very generous.  

We appreciate the program and we remember how poor the program was initially. (We even paid to join).  It was not that long ago that the Elite Plus level was added and the Zenith program formalized.  (I know the Zenith existed unofficially for a longer time)

 

The  recent improvement of unlimited selected drinks between 5-7 PM at any bar as a replacement for the  Sky  Lounge Captain Club party was an outstanding change. Although it does not really affect us (except it makes all the bars more crowded), as we almost always have the Premium drink package.  We thought it was a nice improvement.  The number of cruisers without a drink package that partake of more than three drinks is probably very low, so great decision to modify this benefit.

 

The BBB bundling price program does negate a lot of the Captain Club benefits,  especially the Best bundle.   Those cruisers  without the Best bundle have a great group of benefits.

 

Just wanted to let you know that the Loyalty program is much appreciated and very competitive from my experiences. Of course, please feel free to enhance the  program. 

 

Thank you.

Edited March 15, 2019 by jagoffee

[Shadow9612]

It would be nice to have OBC added to each cruise based on your captain Club level. For example if you are Elite, you get $50 OBC, Elite+ gets $75.... something like that...

 

I do also want to express my appreciation for all the good things about Celebrity's loyalty program!

[cruiseerf]

My two cents:  

 

1)  The Captains club Elite Drink 2 hours was Fine leaving the Martini bar OUT!  Where can people go drink....and not wait 30 minutes to get a drink during 5-7PM?????  We pay close to $75 per day for our drink packages and often cannot find seats to sit while people are enjoying their loyalty freebies.  At least two bars should be off limits for people who paid and don't have benefits.....or else why pay?  it is easier then to just order drink to drink and not get a package as the wait times can be onerous.   

 

2)  There should be no extra level between Elite+ Zenith.....the whole idea of "Zenith" is reaching the "Top".....people should book more cruises or better cabins to get there.....or just be happy with what they have paid for.  That said, I think there should be some "Milestone" benefits added.....So at 2250 points you receive a specialty meal on the first night of cruise for free.....and at 2750 points you receive specialty meal on any night of cruise for free....obviously at 3000 points you go Zenith.   

 

3)  There should be another tier above Zenith at 7500 points.  

 

4)  There should NEVER be Zenith members at any level given access to Luminae.  If Celebrity does this, it will kill the best benefit of suite bookings.  You will create the same problem Celebrity currently has with the bars.....There are people who are indeed happy to pay for these benefits, if the benefits are indeed good quality.

 

5)  Merge the frequent cruiser programs already.....We would def book more cruises with RCL other lines if there was ONE frequent cruiser program...especially now that Silversea is part of the family and we have always wanted to "try" one of those Oasis class ships.....   

 

Thats my two cents......I am glad the Loyalty people are listening....it is important and with so many new ships coming and Celebrity in the middle of a huge expansion....These programs can indeed drive sales.  

 

Safe Sails to all!  

[jelayne]

1 hour ago, Happy Cruiser 6143 said:

I agree.  Not quite sure why they did that.

I think the reason you don’t the the higher points with a successful Move Up bid is because you are paying a discounted rate.  

If you upgraded you pay the the “full” price and get points & perks.   If you win a bid you are paying less than you would pay to upgrade so you don’t get the added points/perks; but you do get space, butler,  Luminae, Michaels Club, priority boarding, tendering- 

[Ma Bell]

Can you just imagine the mess they would have if they start giving free specialty dinners to that many people? They don't give them to Zenith members for that very reason. They will never make dining in Luminae a benefit for Zeniths either for the same reason. They wouldn't have the capacity to do it.

 

There's a reason that it's difficult to get to Zenith. It should be. If it weren't they wouldn't be able to provide meaningful benefits.

[emmas gran]

We have 1741 points so would welcome an additional level, we are happy with our 4 hours wifi each

 

Make it full laundry service instead of wash and fold

Speciality dinner for 2

50% off Beverage package (we have never had a free package)

[Redtravel]

on the Reflection recently. The library had only a few books to lend. Of those, most were in foreign languages. I was looking for an English novel. Nothing!  There were lots of empty shelves and some phony book fronts.  I didn’t know that Celebrity is eliminating the libraries. One of my all time favorite activities to do on a cruise is read a good book.  At home, I read with interruptions.  Nothing can compare with curling up with a good read on a chaise lounge uninterrupted....no phones, no kids, no cooking, etc.  it’s what I do while waiting for the next meal or port.  Sadly,  every time that I sail on Celebrity there are more cutbacks.  What is next?  

I read these comments and wonder why a cruise line doesn’t seem to value it’s best assets. Repeated guests come back because they are happy. They spread the word among their friends and family.  That also works in reverse.  When the quality of the cruise experience diminishes, they look at other ways to vacation.  

With so many cruise options available, a cruise line should go over and above making all guests happy.  Strive to make each guest want to come back again.  With each new level of a loyalty program, make guests want to feel it has value.  Offer discounts, OBC or free tips. Offer benefits that can be enjoyed by all.  

[Stateroom_Sailor]

Matching status from all other cruise lines, hotel chains, and airlines.  

 

I'm Platinum on Delta, Platinum with Wyndham, Gold Elite with Marriott.  Add Gold on Carnival, that should be good enough for Elite + on X.

[Doubt It]

1 hour ago, Redtravel said:

on the Reflection recently. The library had only a few books to lend. Of those, most were in foreign languages. I was looking for an English novel. Nothing!  There were lots of empty shelves and some phony book fronts.  I didn’t know that Celebrity is eliminating the libraries. One of my all time favorite activities to do on a cruise is read a good book.  At home, I read with interruptions.  Nothing can compare with curling up with a good read on a chaise lounge uninterrupted....no phones, no kids, no cooking, etc.  it’s what I do while waiting for the next meal or port.  Sadly,  every time that I sail on Celebrity there are more cutbacks.  What is next?  

I read these comments and wonder why a cruise line doesn’t seem to value it’s best assets. Repeated guests come back because they are happy. They spread the word among their friends and family.  That also works in reverse.  When the quality of the cruise experience diminishes, they look at other ways to vacation.  

With so many cruise options available, a cruise line should go over and above making all guests happy.  Strive to make each guest want to come back again.  With each new level of a loyalty program, make guests want to feel it has value.  Offer discounts, OBC or free tips. Offer benefits that can be enjoyed by all.  

 

Redtravel, you are spot on with your assessment.  I agree 100%.

 

I have not patronized Celebrity since 2015 after 19 years of exclusive bookings on Celebrity. The room service coffee came with an edible oil coffee creamer, that was it for us. Cut back. No intent to book on Celebrity going forward do to the constant cutbacks combined with price increases.

 

Before 2015, the Celebrity product was distinctly the highest level in the mass line category, but not now. Celebrity is an also ran now and trying to hoist a vegas style new ship to distract from the downgrading does not offset the overall decline in quality, especially for the majority of guests on their ships.

 

Why - because Celebrity is arrogant. Since LLP arrived, my impression is they view customers as robotic stupid widgets who will continue to rebook.  It is not just Celebrity, this attitude has infected most cruise lines, my last Oceania cruise was a major disappointment with very glaring downgrading in food and service, combined with incredibility arrogant on board management. Oceania will not receive business from us, and our large, group again.

 

The cruise industry is less and less focused on the customer and more and more fixated on new builds to distract and ways to increase revenue, at the expense of the guest. 

 

Like you said, we have looked at other vacation options like travel to cities we wish to visit with arranged car, driver and guide. Our next two trips are not cruises, and we have 0 cruises booked.

[CHEZMARYLOU]

We have over 1500 points but will never reach Zenith either.  An intermediary level would be appreciate.

[Merly]

13 hours ago, hcat said:

 

it's just too far a jump to ever get from Elite +  to Zenith  ... this  gap reduces any incentive to try for Zenith

 

 Wish the tier match  with Royal C would stop with Diamond and Elite..

 

Celeb Elite + events have become very overcrowded with inclusion of Diamond +.   Anything past Elite should be earned on X,,, (&  vice versa for post Diamond )

Diamond plus are Elite on Celebrity, not Elite plus

[Merly]

10 hours ago, dandylion said:

I would like to see the "3 drinks benefit"   between 5 to 7PM moved to at least 8 PM to accommodate later dining.

 

The drinks benefit is now unlimited and I would like to see the hours changed as well.   It would be nice if they matched Royal, 5 until 8. 

[Redtravel]

25 minutes ago, Doubt It said:

 

Redtravel, you are spot on with your assessment.  I agree 100%.

 

I have not patronized Celebrity since 2015 after 19 years of exclusive bookings on Celebrity. The room service coffee came with an edible oil coffee creamer, that was it for us. Cut back. No intent to book on Celebrity going forward do to the constant cutbacks combined with price increases.

 

Before 2015, the Celebrity product was distinctly the highest level in the mass line category, but not now. Celebrity is an also ran now and trying to hoist a vegas style new ship to distract from the downgrading does not offset the overall decline in quality, especially for the majority of guests on their ships.

 

Why - because Celebrity is arrogant. Since LLP arrived, my impression is they view customers as robotic stupid widgets who will continue to rebook.  It is not just Celebrity, this attitude has infected most cruise lines, my last Oceania cruise was a major disappointment with very glaring downgrading in food and service, combined with incredibility arrogant on board management. Oceania will not receive business from us, and our large, group again.

 

The cruise industry is less and less focused on the customer and more and more fixated on new builds to distract and ways to increase revenue, at the expense of the guest. 

 

Like you said, we have looked at other vacation options like travel to cities we wish to visit with arranged car, driver and guide. Our next two trips are not cruises, and we have 0 cruises booked.

I am also not booked on any future Celebrity cruises. I also was disappointed with my recent cruise on Oceania. Food quality has declined.  It is still better than Celebrity.   I have 3 booked cruises...2 on Windstar, 1 on Azamara.  

[cruisestitch]

I will be very interested to see if Silversea enters the Captains Club program or its equivalent in someway. It would be nice to have another choice, a little variety, still within the Captains Club organization, the way Azamara is.

[MamaFej]

I'm new to cruising (started in 2014) and am therefore at the "other" end of the points scale. After our next cruise, we will be Select. 

 

I'm glad the recent benefits re-vamp added a laundry benefit for Classic members (one-time 10% off) however, while the Select folks get two complimentary pressed items, they only get a laundry discount on cruises of 12 days or longer. They would have been better off staying at Classic for most cruise lengths. 

 

I'm sure it is difficult to make certain that all benefits for all tiers follow an appropriately incremental pattern. I definitely appreciate any loyalty benefits at all. They have encouraged me to look at Celebrity first when seeking a cruise, and to book future cruises with Celebrity.

[JFontaine]

8 hours ago, Ma Bell said:

Can you just imagine the mess they would have if they start giving free specialty dinners to that many people? They don't give them to Zenith members for that very reason. They will never make dining in Luminae a benefit for Zeniths either for the same reason. They wouldn't have the capacity to do it.

 

There's a reason that it's difficult to get to Zenith. It should be. If it weren't they wouldn't be able to provide meaningful benefits.

Milestone awards are "one and done".  The passenger gets an award at 1000 points, as an example, and not another one until, say, 1250.  If the 1000 points milestone award is a free specialty dinner, and there are 100 Elite Plus on board, maybe a handful will be at 1000 points on that cruise.  Crystal uses milestone awards at every 5 cruises, and the size of the award depends on whether you are in a regular cabin or a suite, and most of the awards are on board credit, while some are free upgrades,  transfers, and even free cruises, I believe - all of which should appeal to the Zeniths who as it stands now has no further incentive. 

[A Sixth?]

12 hours ago, Happy Cruiser 6143 said:

...... they matched my status on Celebrity, awarding me their highest level before I ever set foot on one of their ships.

...

 

Wow, do they always do that or was it a special offer?

[TeeRick]

14 hours ago, hcat said:

duplicate

 

 

Edited March 15, 2019 by TeeRick

[TeeRick]

1 minute ago, TeeRick said:

 

Just size and numbers. It is just that the overall number of D/D+ members on RCCL far exceeds E/E+ on Celebrity as it is a much larger cruiseline.  For that matter the large number of Pinnacles on RCCL far exceeds the number of Zeniths.  It is good IMO to have the limited loyalty crossover as currently exists.  We were D+ on RCCL and got assigned to E on Celebrity, not E+.  We started from scratch at the E level and finally recently earned E+ for what it's worth.  Now if they truly combined cumulatively the cruises and points earned from both lines I think we would certainly be close to Pinnacle or Zenith.   We will never get to either.  And I would not cruise exclusively on either line just to hit P or Z when I'm 90 years old! LOL! There is a limited crossover between Azamara and Celebrity but not with RCCL (yet).  There is also no crossover yet announced for Silversea as far as I can determine.

[Ereggae]

17 hours ago, cruiseflyer38 said:

Seems to me that is what the great Celebrity of the past used to do. I remember many many such events. Not since the new boss took her axe to the Captain's Club.

 

And a very big axe it is.  Sailed with her on a President's cruise and was not very impressed with her.

Edited March 15, 2019 by Ereggae

[wendychloecruiser]

I agree with some...stop all reciprocity with RCI.    Everyone should earn their way up the benefit ladder....especially for a seat in the lounge!

[OceanCruise]

We are Elite and typically book Sky Suites. Since we get the free beverage package and internet perks with that, most of the Captain's Club perks are not useful for us except for the free laundry. Also, how many times can you take a backstage tour? We don't go to the Captain's Club parties because they are so crowded. Benefits I would like to see added would be a free entry in the Blackjack or Slot Tournament, a really good galley tour, cooking demonstration, some sort of culinary tasting, fruit or ice carving demonstration, some onboard credit according to level achieved (even if just limited to casino or excursions), a free photo like they used to do.