Stuck in Website Hell

[easimmon36]

Hi all! I am running into massive issues with the Celebrity website, which I understand isn't a terribly unusual occurrence. I originally tried to book a cruise with FCC on the website, and it kept telling me it wasn't valid, so I called in and booked the cruise directly with Celebrity back at the beginning of March. Got the invoice, everything looked fine. The cruise showed up on my profile online but I literally can't do anything with it. I'm particularly concerned that I have no option to make payments or adjust the bedding arrangements, but I'd really like to have control over everything like I have in the past. Screenshots of what my reservation looks like are below, and I have confirmed that I did book directly with Celebrity, not with a travel agent. I've called them, emailed them, cleared my cache, tried different browsers, tried different computers, tried incognito mode, nothing. So if anyone has any recommendations, particularly on exactly what to tell a customer service rep to get this resolved, it would be much appreciated!

 

 

[Arizona Wildcat]

2 hours ago, easimmon36 said:

Hi all! I am running into massive issues with the Celebrity website, which I understand isn't a terribly unusual occurrence. I originally tried to book a cruise with FCC on the website, and it kept telling me it wasn't valid, so I called in and booked the cruise directly with Celebrity back at the beginning of March. Got the invoice, everything looked fine. The cruise showed up on my profile online but I literally can't do anything with it. I'm particularly concerned that I have no option to make payments or adjust the bedding arrangements, but I'd really like to have control over everything like I have in the past. Screenshots of what my reservation looks like are below, and I have confirmed that I did book directly with Celebrity, not with a travel agent. I've called them, emailed them, cleared my cache, tried different browsers, tried different computers, tried incognito mode, nothing. So if anyone has any recommendations, particularly on exactly what to tell a customer service rep to get this resolved, it would be much appreciated!

 

 

The reason I use a great TA.  For you. . . Write down your questions.  Emails are useless today with 24000 rebookings from the Solstace change and 15000 cancellations.  Simply call.  Early or late best.  Give them you booking number, Captain's Club number, ship and dates.   Sounds like you are going all different directions.  Deep breath.  

On the phone the IT people can walk you through resetting your account.  Sounds like you are locked out because of three or more login failures.

[5waldos]

Maybe dumb question but did you try starting directly with “manage my cruise”- one of the options instead of signing into your account?  You will then sign in. I find that going directly to manage my cruise easier. That goes to a page with Manage Reservations as an option on the right.  Since you are stuck I thought I’d throw that in since for some reason I find that the two entrances seem to give different information. 
 

 

[GottaKnowWhen]

4 hours ago, easimmon36 said:

Hi all! I am running into massive issues with the Celebrity website, which I understand isn't a terribly unusual occurrence. I originally tried to book a cruise with FCC on the website, and it kept telling me it wasn't valid, so I called in and booked the cruise directly with Celebrity back at the beginning of March. Got the invoice, everything looked fine. The cruise showed up on my profile online but I literally can't do anything with it. I'm particularly concerned that I have no option to make payments or adjust the bedding arrangements, but I'd really like to have control over everything like I have in the past. Screenshots of what my reservation looks like are below, and I have confirmed that I did book directly with Celebrity, not with a travel agent. I've called them, emailed them, cleared my cache, tried different browsers, tried different computers, tried incognito mode, nothing. So if anyone has any recommendations, particularly on exactly what to tell a customer service rep to get this resolved, it would be much appreciated!

 

 

Not sure how long you’ve been seeing this. Maybe a coincidence, but I have a new booking, made on the phone with Celebrity yesterday. Online I can see it, BUT it won’t let me add/change info like Address for myself, whatever. If I try to add my address, if I try to change the bed configuration, the error message I get is “title does match guest gender.” But there is no place to put in a Mr. or Dr. and it is absurd to think that there would be such an error message. 
In short, what you are seeing may be but a systemwide hiccup, not particularly targeted to you. 
 

Stan

[Elkins45]

I’m finding it impossible to input our info for an upcoming cruise. When I hit submit it clears out the country of origin and the state, and reselecting them doesn’t help. It’s impossible to get an air quote because I can’t get past the selection of the passengers.

 

I think their website is broken.

[easimmon36]

17 hours ago, Arizona Wildcat said:

The reason I use a great TA.  For you. . . Write down your questions.  Emails are useless today with 24000 rebookings from the Solstace change and 15000 cancellations.  Simply call.  Early or late best.  Give them you booking number, Captain's Club number, ship and dates.   Sounds like you are going all different directions.  Deep breath.  

On the phone the IT people can walk you through resetting your account.  Sounds like you are locked out because of three or more login failures.

I've called three times and put in three separate IT tickets since March unfortunately, with zero luck. Not spiraling, just very frustrated that I'm paying a ridiculous amount of money for a vacation with a company that doesn't have a functional website. 

[easimmon36]

14 hours ago, GottaKnowWhen said:

Not sure how long you’ve been seeing this. Maybe a coincidence, but I have a new booking, made on the phone with Celebrity yesterday. Online I can see it, BUT it won’t let me add/change info like Address for myself, whatever. If I try to add my address, if I try to change the bed configuration, the error message I get is “title does match guest gender.” But there is no place to put in a Mr. or Dr. and it is absurd to think that there would be such an error message. 
In short, what you are seeing may be but a systemwide hiccup, not particularly targeted to you. 
 

Stan

Unfortunately it's been going on since I first booked at the beginning of March, so I don't think it's a systemwide problem, but I hope yours gets resolved soon! 

[cruisestitch]

I feel your pain. I have had an issue for about nine months. Multiple tickets, multiple IT people, multiple iLounge people on five different ships, nobody seems to be able to fix it😢😢😢😢

[ssnoozie]

I’ve booked about 30 cruises with Celebrity and it doesn’t seem to matter if you book online, with captain club, with blue chip club, with agent or a travel agent, their web site is the worst of all cruise companies.   Royal Caribbean president Michael Bayley should fire Lisa Lutoff-Perlo; you would think after all the time off with covid she could get her employees to fix the problems.