Customer Service wait times!!

[Bo1953]

1 hour ago, doktor71 said:

 

Have you heard from your email, curious I am still waiting on an answer?

Nope, not yet....

 

Still patient, as my sailing is not until Sep 2023, no rush on this side until Jly 2023...

 

bon voyage

[bdstickks0944]

1 hour ago, eroller said:

i did book through a travel agent, but I don’t expect them to call to book my onboard packages.  

That is what they are there to do for you. And you can also do it on the app. That’s why travel agents book travel

[bdstickks0944]

2 hours ago, PinkSandGirl said:

I had to call last night and waited 2 hours.  2 hours.   I've waited a long time before but 2 hours has been the longest.   Ridiculous.   

 

I have to make final payment and the website shows an error (everyone in my party has tried on different devices) so we have to call in to make the payments.  That right there are tons of calls that don't need to be going into the call center for something that should be able to be taken care of online.  

 

My advice, be prepared to wait but hope for the best.  😅

🍹

Once again I have said this before and I will say it again. Do not book directly through the cruise line. Booked through a travel agent, and they can do all of this work for you without you having to make any phone calls to the cruise line

[LGW59]

20 minutes ago, bdstickks0944 said:

That is what they are there to do for you. And you can also do it on the app. That’s why travel agents book travel

And that’s why they get paid a nice commission 

[PinkSandGirl]

17 minutes ago, bdstickks0944 said:

Once again I have said this before and I will say it again. Do not book directly through the cruise line. Booked through a travel agent, and they can do all of this work for you without you having to make any phone calls to the cruise line

 

I have done both, booked direct and with a travel agent.  My current bookings are direct because I was able to get much better rates through Blue Chip.   Even when I use a travel agent, there are things I need to call Celebrity myself with.  

 

Celebrity allows direct booking so they should be able to handle the call volumes within adequate times.   

 

Something as simple as being able to make an online payment should be available at all times, that right there causes way too many unneeded calls.  

 

🍹

 

[ronmar22]

43 minutes ago, LGW59 said:

And that’s why they get paid a nice commission 

Yes it is true that a “good reliable” travel agent is invaluable when it comes to travel arrangements.  However, not all are “good” and/or “reliable”.  My previous TA was very good and I could rely on him to have my best interest in mind while dealing with cruise lines and/or airlines.  He retired.  I’m using one now that had great reviews but hasn’t done a good job for me.  Contacting him has been touch and go for one thing.  I requested that he find out what it would cost to upgrade to a different level of WiFi.  After not hearing from him for a while I called him.  He had some excuse for the delay but did tell me that he’d spoken with Celebrity and gave me a quote.   I  was a little surprised by the amount of the upgrade so the next day I decided to call Celebrity myself.  After an incredibly long wait, I got a quote for the same upgrade for $60 less than my TA gave me.  I made the change on the phone with Celebrity.  I’ll be TA shopping soon.

[LGW59]

7 minutes ago, ronmar22 said:

Yes it is true that a “good reliable” travel agent is invaluable when it comes to travel arrangements.  However, not all are “good” and/or “reliable”.  My previous TA was very good and I could rely on him to have my best interest in mind while dealing with cruise lines and/or airlines.  He retired.  I’m using one now that had great reviews but hasn’t done a good job for me.  Contacting him has been touch and go for one thing.  I requested that he find out what it would cost to upgrade to a different level of WiFi.  After not hearing from him for a while I called him.  He had some excuse for the delay but did tell me that he’d spoken with Celebrity and gave me a quote.   I  was a little surprised by the amount of the upgrade so the next day I decided to call Celebrity myself.  After an incredibly long wait, I got a quote for the same upgrade for $60 less than my TA gave me.  I made the change on the phone with Celebrity.  I’ll be TA shopping soon.

I would be as well 

[bdstickks0944]

8 hours ago, PinkSandGirl said:

 

I have done both, booked direct and with a travel agent.  My current bookings are direct because I was able to get much better rates through Blue Chip.   Even when I use a travel agent, there are things I need to call Celebrity myself with.  

 

Celebrity allows direct booking so they should be able to handle the call volumes within adequate times.   

 

Something as simple as being able to make an online payment should be available at all times, that right there causes way too many unneeded calls.  

 

🍹

 

We booked ours through a TA, and I have yet to contact celebrity for anything.  We booked our airfare independently, as we are arriving two days early.  We did our travel insurance through our TA.   We upgraded our beverages through the TA.  Made dinner reservations through the app.  Made all payments through TA website.  No reason to contact the cruise line if you book through a TA. 

[eroller]

9 hours ago, bdstickks0944 said:

That is what they are there to do for you. And you can also do it on the app. That’s why travel agents book travel

 

I’ve already explained why it could not be done online or on the app.  Read the post. 

[eroller]

10 hours ago, Denny01 said:

Why not? That’s what they do…..unless you have some on-line or other monster TA which is really a Booking Agent and after your booked, you are, as you are doing, on your own.

 

My Travel Agent/Advisor provides All kinds of service and is quite happy to do it to keep their customers happy and give recommendations.

 

And do it usually a better way than I would, And get the right answers by knowing who to actually ask.

 

den

 

I only book through a travel agent if they can get me better rate or an OBC.  When I do use one I do all the work for them right down to the cabin number.  Once they take care of the booking and payment I expect nothing else from them.  Frankly I find I’m better off handling the details myself, as frustrating as it can be sometimes.  At least I know it’s done right.  Given the choice with all being equal, I prefer to book direct as I like the direct control.  No middleman.  If I want to upgrade or change my cabin I can do so without contacting a middleman.  I’m well traveled and an extensive cruiser so honestly there is not much a travel agent can help me with except a lower price in some cases. 
 

This is just what I prefer. You may feel otherwise and that is perfectly fine.  We all have choices.  It’s just a shame that customer service departments are suffering at a wide variety of industries right now, not just cruise lines.  It’s the world we live in right now. 

[PinkSandGirl]

1 hour ago, eroller said:

Frankly I find I’m better off handling the details myself, as frustrating as it can be sometimes.  At least I know it’s done right.  

 

I completely agree with you!  I have everything lined up and figured out,  I just need an agent to book it.   I found it so frustrating when I did book with an outside agency that I couldn't call and do certain things myself since the agency 'owned' the booking.  

 

🍹

[eroller]

3 hours ago, PinkSandGirl said:

 

I completely agree with you!  I have everything lined up and figured out,  I just need an agent to book it.   I found it so frustrating when I did book with an outside agency that I couldn't call and do certain things myself since the agency 'owned' the booking.  

 

🍹

 

I’ve had the exact same frustration.  I’ve also found that some things just were not done right and to be corrected after the fact. All time consuming.  
 

Years ago I had a great travel agent.  A real pro. Back when travel agents were used extensively even for a simple air reservation. She has long since retired. Also these are different times and most travel related companies (air, hotel, cruise, tour) have made it extremely easy to do it yourself.  Thanks to the internet you can also do any research own your own, and frankly I enjoy that part.  It’s a fun learning process.  

[Bo1953]

16 hours ago, PinkSandGirl said:

 

I have done both, booked direct and with a travel agent.  My current bookings are direct because I was able to get much better rates through Blue Chip.   Even when I use a travel agent, there are things I need to call Celebrity myself with.  

 

Celebrity allows direct booking so they should be able to handle the call volumes within adequate times.   

 

Something as simple as being able to make an online payment should be available at all times, that right there causes way too many unneeded calls.  

 

🍹

Yes, then the next big issue that many potential passengers will have, 'my online payment was not credited correctly or mis-applied' what is the reason that X cannot build a website that posts payments properly...' etc, etc, etc...

 

Is there any cruise line which accepts on-going payments on-line beyond the initial booking does anyone know?

 

bon voyage

[bdstickks0944]

8 hours ago, eroller said:

 

I’ve already explained why it could not be done online or on the app.  Read the post. 

Yeah I read it. So do it yourself then.  Do we need to continually hear how bad celebrity customer service is every five minutes? Nope.   We all know, and frankly, the negativity is wasted energy.  Read my post.  I don’t care how many cruises you have been on. I have been on quite a few myself. Never once have I booked direct.  Never had any issues with needing to call the cruise line.  

[bdstickks0944]

53 minutes ago, Bo1953 said:

Yes, then the next big issue that many potential passengers will have, 'my online payment was not credited correctly or mis-applied' what is the reason that X cannot build a website that posts payments properly...' etc, etc, etc...

 

Is there any cruise line which accepts on-going payments on-line beyond the initial booking does anyone know?

 

bon voyage

My TA takes online payments.   Another reason to use a TA.  

[jmdlv1]

I usually book through the casino.

Used to use Blue Chip but starting using an independent casino rep and the service is improved.

December Apex holiday cruise I booked my cabin through casino and 3 additional SS1 through a TA.

The TA is easy to reach , got additional onboard credit per cabin , and has gone the extra step along the way.

I would use her all the time if the casino was not offering discounts for my play.

[LGW59]

19 hours ago, Bo1953 said:

Nope, not yet....

 

Still patient, as my sailing is not until Sep 2023, no rush on this side until Jly 2023...

 

bon voyage

Did you go on a cruise this spring/summer Bo?  I seem to recall your mentioning Bermuda?

[Bo1953]

4 minutes ago, LGW59 said:

Did you go on a cruise this spring/summer Bo?  I seem to recall your mentioning Bermuda?

l - Yes, we sailed out of Bayonne to Newport, RI (where I thought of you), Bermuda and Charleston, SC.. nine (9) days...

 

Very nice...

 

Thank you and bon voyage

[eroller]

2 hours ago, bdstickks0944 said:

Yeah I read it. So do it yourself then.  Do we need to continually hear how bad celebrity customer service is every five minutes? Nope.   We all know, and frankly, the negativity is wasted energy.  Read my post.  I don’t care how many cruises you have been on. I have been on quite a few myself. Never once have I booked direct.  Never had any issues with needing to call the cruise line.  

 

Your choice.  Good for you.  
 

If you don’t want to read about Celebrity customer service issues then why on earth are you participating in a thread devoted to it.  Just move on.  

[LGW59]

2 hours ago, bdstickks0944 said:

Yeah I read it. So do it yourself then.  Do we need to continually hear how bad celebrity customer service is every five minutes? Nope.   We all know, and frankly, the negativity is wasted energy.  Read my post.  I don’t care how many cruises you have been on. I have been on quite a few myself. Never once have I booked direct.  Never had any issues with needing to call the cruise line.  

Spot on here, IMO.  Some say they are just "venting", really?  The diatribes (on so many subjects) go on and on and on...I call it a RANT, a useless one at that!  I book my cruises direct w/Celebrity and then move it to a TA, from that point on, I deal with and only with the TA.  He is responsive and if/when I need Celebrity help, he does it on my behalf, though it is rare I need to do this.  Also, when I was booking on my own during the craziness of cancellations etc. I called Celebrity on a number of occasions, never had an excessive wait time, never, and almost always the issue was resolved.  The times that it was not, was frankly because I misunderstood something or did not read it thoroughly, so yes my fault.  Considering what they have had to deal with as a company and the CSR's have to deal with day in and day out, and stay professional with many of their callers, I have been pleased and impressed.

[eroller]

6 minutes ago, LGW59 said:

Spot on here, IMO.  Some say they are just "venting", really?  The diatribes (on so many subjects) go on and on and on...I call it a RANT, a useless one at that!  I book my cruises direct w/Celebrity and then move it to a TA, from that point on, I deal with and only with the TA.  He is responsive and if/when I need Celebrity help, he does it on my behalf, though it is rare I need to do this.  Also, when I was booking on my own during the craziness of cancellations etc. I called Celebrity on a number of occasions, never had an excessive wait time, never, and almost always the issue was resolved.  The times that it was not, was frankly because I misunderstood something or did not read it thoroughly, so yes my fault.  Considering what they have had to deal with as a company and the CSR's have to deal with day in and day out, and stay professional with many of their callers, I have been pleased and impressed.

 

Sounds like this is the wrong thread for you. If you don’t want to read about others people’s issues, which by the way are no less valid just because you haven’t had issues, then don’t go into a thread titled “customer service wait times”.  You pretty much know what you’re going to find.  

Edited July 29, 2022 by eroller

[LGW59]

6 minutes ago, eroller said:

 

Sounds like this is the wrong thread for you. If you don’t want to read about others people’s issues, which by the way are no less valid just because you haven’t had issues, then don’t go into a thread titled “customer service wait times”.  You pretty much know what you’re going to find.  

Don't believe I said I did not want to read them.  On the contrary, I do, it helps me keep things in perspective.  If people don't want responses they don't want to hear, then don't post, if they do, they are open to responses, some they will like, some they will not, pretty simple actually.

[eroller]

13 minutes ago, LGW59 said:

Don't believe I said I did not want to read them.  On the contrary, I do, it helps me keep things in perspective.  If people don't want responses they don't want to hear, then don't post, if they do, they are open to responses, some they will like, some they will not, pretty simple actually.

 

Everyone is entitled to an opinion.  And everyone has their own experiences.  One persons experience is no less or more valid than another, even if they are completely different.  I’m glad you haven’t had any issues.  The same can’t be said for everyone.  

[Denny01]

Agree completely that we should go as we wish and what makes us Happy!. Personally I use a TA, but I pick a cruise, SR Type and most of the time, specific SR then call and make it. Why a TA when I do soooo much?

 

1. Services Beyond Booking. My TA (not some online booking agent which is all what some do is book you) provides support well beyond the cruise bookings. One example: Had a flight back from Ireland into JFK. Snowstorm hitting and didnt know it because airborne. TA saw my exact arrival time, booked me on a flight right after arrival and got out just before it closed. Most didn’t make it.

2. Better Pricing. Not only get the additional OBC, I just booked one onboard and transferred it to TA and they modified it to a Group booking. More than a $1K savings.

3. Quick Responses. My TA, local self-owned, has an office and team. They respond immediately. Not messages left. After Hrs, if need immediate help, they do it. Yes, if I want to change a SR when a ‘better’ one opens, I have to contact them and they do it. A few minutes more and yes, could lose it. But twice, My TA knowing what I like has highlighted types of SRs that I’d like and are booked, and gets notification before it shows up on website…and booked it immediately.

4. Saved Refund-twice. Got the Cruise Line to Not charge me my non-refundable when changed from one cruise to another…..”Do you really want to take his refund considering how many times they cruises with you? Seriously??”

5. Knowledge beyond mine (and most bookers who answer the phone…finallly). My TA is knowledable enough to answer most questions I’d ask the Line, or knows Better than me who to call. And they wait on line and do work instead of Me doing that.

Checks Contract. I have a professional who looks at the specific booking/contract and makes sure I fully understand what it entails. What I get and as important, what I Dont get.

 

 

Enough TA glory. Now when I book myself:

1. OBC of Line only. I miss any deals most all TAs have. Even independent TAs have are connected with some large Agency and have access to their Group bookings/OBCs/connections.

2. I get to start another ‘Waiting thread’ along with the other 1,316 threads on how long I’m on hold to ask a question or make a change.

3. On my own. If/When things get messed up, I’m on my own.When you book with some website, your contract in most cases are with them, not directly with the Line. Yes, Celebrity will make changes for you, but if there are issues, you’ll be working with some website that can be and is Tricky. Kind of like when we use some discount hotel booking site. Get to the hotel and there are either issues, such as ‘we moved you to another very nice hotel across town’ or the room isn’t what you expected. The hotel’s response to your issue(s): “Check with who you booked with.”

 

Enough. Ive booked on my own directly with cruise lines, used discount websites, and 800 bookers. I found a professional Travel Advisor and it is working better than anything I did prior. And doesn’t cost me a dime; saves me money and especially time, and I have a professional who has my back.

 

And NO, I am not a TA and never was one. Too much work and patience required listening to my issues.

 

Den

 

Edited July 29, 2022 by Denny01

[bdstickks0944]

7 hours ago, LGW59 said:

Spot on here, IMO.  Some say they are just "venting", really?  The diatribes (on so many subjects) go on and on and on...I call it a RANT, a useless one at that!  I book my cruises direct w/Celebrity and then move it to a TA, from that point on, I deal with and only with the TA.  He is responsive and if/when I need Celebrity help, he does it on my behalf, though it is rare I need to do this.  Also, when I was booking on my own during the craziness of cancellations etc. I called Celebrity on a number of occasions, never had an excessive wait time, never, and almost always the issue was resolved.  The times that it was not, was frankly because I misunderstood something or did not read it thoroughly, so yes my fault.  Considering what they have had to deal with as a company and the CSR's have to deal with day in and day out, and stay professional with many of their callers, I have been pleased and impressed.

Thank you. Well put