Celebrity Response Time

[erlyvon]

Anybody else notice Celebrity responds super fast to positive comments but very slow to resolving an issue on upcoming cruise, ie. Price Drop?

[ellsbells3032]

I've written to them a couple of times with enquiries and it's taken about 2 weeks for a reply.

 

I rung about covid policies for infants about two months ago and was told I'd get a call back.... Still waiting 

[jelayne]

If I need assistance from X I call never email.  Most things like price drops, room changes, etc I call my TA.

[B x]

Yep, noticed that as well. Waiting on a reply to some special needs requirements, that was almost two weeks ago, two auto replies both saying allow an extra 14 days to normal, whatever normal might be. At this rate will be back from cruise before they reply.

 

In reply to the suggestion above, calling here in the UK invariably means a wait of hours, tried that one last week, after more than two hours gave up.

[erlyvon]

Talked to a representative by phone but couldn't get issue resolved so asked to speak to a supervisor.  Representative advised supervisor wasn't available so I sent an e-mail.  

[canderson]

1 hour ago, erlyvon said:

Anybody else notice Celebrity responds super fast to positive comments but very slow to resolving an issue on upcoming cruise, ie. Price Drop?

Just thinking out loud here, but ...

 

The former requires no more than a response.  No research, not planning, no coordination, no real effort at all apart from a quick email reply.  I would expect resolution of issues to take longer than a simple "Thank You" as a matter of course.

[erlyvon]

13 minutes ago, canderson said:

Just thinking out loud here, but ...

 

The former requires no more than a response.  No research, not planning, no coordination, no real effort at all apart from a quick email reply.  I would expect resolution of issues to take longer than a simple "Thank You" as a matter of course.

 

[erlyvon]

I realize that but either the price dropped or it didn't (it did) so  Representative should be able to make the adjustment without a lot of research, planning, coordination or research.

Regardless, I remain very happy with Celebrity and plan to book another cruise while on board whether my issue is resolved or not.

[Bo1953]

1 hour ago, erlyvon said:

I realize that but either the price dropped or it didn't (it did) so  Representative should be able to make the adjustment without a lot of research, planning, coordination or research.

Regardless, I remain very happy with Celebrity and plan to book another cruise while on board whether my issue is resolved or not.

The issue of a price drop can be addressed via a form faxed or emailed to X OR permit your travel advisor to complete for you, if used.... no need to speak to someone at X directly.

 

bon voyage

[debkaysmith]

It seems to depend on the department involved for me. We got an almost immediate response for dining reservations via e-mail, but the travel desk hasn't responded after several e-mails and phone calls. So ?? Waiting on the phone for hours is okay if you're at home and doing something else. 

[Guppy99]

3 hours ago, erlyvon said:

Anybody else notice Celebrity responds super fast to positive comments but very slow to resolving an issue on upcoming cruise, ie. Price Drop?

I used to run customer service for a national isp (over 1 mil customers).  First line reps can respond to simple inquiries and positive comments. More complicated questions or complaints generally have to go to a second or third line specialist. This takes additional time.  No mystery and no conspiracy.

[broadwaybaby123]

Depending on what the situation is, Celebrity may need to conduct an investigation, which takes time.

[canderson]

52 minutes ago, broadwaybaby123 said:

Depending on what the situation is, Celebrity may need to conduct an investigation, which takes time.

Indeed.  They've created such a maze of fares vs. booking timeline vs. policy timeline over the last year or so that it's a wonder there isn't a 4x6' grid of possibilities posted near the phone of any CS agent to sort through it all.  And forget trying to sort out FCC issues quickly.