Silversea changing to 0844 phone numbers in UK

[Peter Lanky]

I have been trying to contact Silversea and am told by the voice bot that all the 020 numbers I have been using are now invalid. It seems that Silversea has surreptitiously changed to very expensive 0844 numbers which are not included in many if not most phone contracts. This also applies to booking, for which many competitors use a freephone number. In my case this is 65p per minute. With the typical time waiting to be answered nowadays often exceeding 30 minutes, this would equate to a £20 phone call.

 

My experience of Silversea has been that they are also not very good at responding to emails, making them now very difficult to communicate with.

 

What do other UK customers think of this backward step, at the time that most businesses have been moving away from these rip off phone numbers? Is it likely to effect your choice of cruise in the future?

 

 

[Silver Spectre]

Not impressed. If they wont answer emails try Twitter.

[beaujolais]

Try 0207 340 0700

[les37b]

5 minutes ago, beaujolais said:

Try 0207 340 0700

 

Thats one of the numbers I have and just re-tested to be sure. Seems to be working ok.

 

I've long since removed our landline and now mobile only. Calls to 0844/45 are not cheap especially when you know you'll probably get the voice message, attempt to connect and then eventually another message to call back or leave a message.

 

I get the impression SS would rather we book elsewhere.

[Mr Luxury]

3 hours ago, Peter Lanky said:

I have been trying to contact Silversea and am told by the voice bot that all the 020 numbers I have been using are now invalid. It seems that Silversea has surreptitiously changed to very expensive 0844 numbers which are not included in many if not most phone contracts. This also applies to booking, for which many competitors use a freephone number. In my case this is 65p per minute. With the typical time waiting to be answered nowadays often exceeding 30 minutes, this would equate to a £20 phone call.

 

My experience of Silversea has been that they are also not very good at responding to emails, making them now very difficult to communicate with.

 

What do other UK customers think of this backward step, at the time that most businesses have been moving away from these rip off phone numbers? Is it likely to effect your choice of cruise in the future?

 

 

I know this might sound revolutionary but have you tried the services of an excellent travel agent.

You can't beat it.

Who waits on an expensive phone line to deal with a cruise line these days.😀

[les37b]

10 minutes ago, Mr Luxury said:

I know this might sound revolutionary but have you tried the services of an excellent travel agent.

You can't beat it.

Who waits on an expensive phone line to deal with a cruise line these days.😀

 

Travel agents! 🤣

[Peter Lanky]

1 minute ago, les37b said:

 

Travel agents! 🤣

The trip is booked already so I need to deal with Silversea. At the time it offered the best option. 

[Peter Lanky]

41 minutes ago, les37b said:

 

Thats one of the numbers I have and just re-tested to be sure. Seems to be working ok.

 

I've long since removed our landline and now mobile only. Calls to 0844/45 are not cheap especially when you know you'll probably get the voice message, attempt to connect and then eventually another message to call back or leave a message.

 

I get the impression SS would rather we book elsewhere.

I've since retried 0207 340 0700 and it now seems to work. From forums elsewhere it appears hit and miss as to whether you can get through, though it is closed today. All the website information pushes the 0844 number though so it can only be a matter of time before it's the sole option  

Edited April 2, 2023 by Peter Lanky

[les37b]

39 minutes ago, Peter Lanky said:

I've since retried 0207 340 0700 and it now seems to work. From forums elsewhere it appears hit and miss as to whether you can get through, though it is closed today. All the website information pushes the 0844 number though so it can only be a matter of time before it's the sole option  

 

The website has had that number shown for at least 4 years now and commented on CC at the time with the same thoughts as now. I've always been able to speak to someone on the 0207 number listed by beaujolais. The direct number I had to my SS consultant has now been retired after he was promoted. That has now been replaced with a different 0207 direct dial number and to date has worked.

 

I'm guessing you may have heard an automatic out of office reply. Hope so anyway. No one wants 0844/45 and there is absolutely no reason to push it.

[Peter Lanky]

32 minutes ago, les37b said:

I'm guessing you may have heard an automatic out of office reply. Hope so anyway. No one wants 0844/45 and there is absolutely no reason to push it.

No this was definitely one of those telecom generated messages. As I said though, it did work eventually, albeit to only get a 'we re closed' out of office messages, but taking a look at 'saynoto0870' website, getting a connection seems a bit hit and miss. 

[phillipahain]

On 4/2/2023 at 2:36 PM, les37b said:

 

Travel agents! 🤣

Ours is truly excellent and deals with all cruise lines 

[david63]

020 numbers were working OK today.

[machotspur]

On 4/4/2023 at 8:31 AM, phillipahain said:

Ours is truly excellent and deals with all cruise lines 

 

Likewise - I have dealt with an excellent agency that specialises in top end cruising for many years. A superb personal relationship, excellent service and a discount. I let them worry about how to contact Silversea.     

[Peter Lanky]

2 hours ago, machotspur said:

 

Likewise - I have dealt with an excellent agency that specialises in top end cruising for many years. A superb personal relationship, excellent service and a discount. I let them worry about how to contact Silversea.     

It seems that this is going to be the way forward. Even though I have managed to get access via the 020 numbers, the person I need to speak to is always on the phone and I never get the promised call back on time, if at all, and I'm finding the whole communication process very wearing.

[machotspur]

3 hours ago, Peter Lanky said:

It seems that this is going to be the way forward. Even though I have managed to get access via the 020 numbers, the person I need to speak to is always on the phone and I never get the promised call back on time, if at all, and I'm finding the whole communication process very wearing.

 

One other aspect to this. As you would expect Silversea carve up the UK into 'territories' and have 5-6 Account Managers assigned to the Cruise Agents in their territory. If the Agency one uses is fortunate in having a 'go getting' Account Manager then the two of them together can be very useful in sorting/unblocking significant issues, particularly those that need a resolution from the US.   

As an individual dealing with Silversea direct one is unlikely to have access to this kind of thing. 

[Daveywavey70]

56 minutes ago, machotspur said:

 

One other aspect to this. As you would expect Silversea carve up the UK into 'territories' and have 5-6 Account Managers assigned to the Cruise Agents in their territory. If the Agency one uses is fortunate in having a 'go getting' Account Manager then the two of them together can be very useful in sorting/unblocking significant issues, particularly those that need a resolution from the US.   

As an individual dealing with Silversea direct one is unlikely to have access to this kind of thing. 

SS Account managers are slightly rarer than Hens teeth and there are less reported sightings of these mystical creatures than there are of the Loch Ness monster. 

[machotspur]

50 minutes ago, Daveywavey70 said:

SS Account managers are slightly rarer than Hens teeth and there are less reported sightings of these mystical creatures than there are of the Loch Ness monster. 

 

Rare to whom ?  I'm curious as to the experiences you have had that have led to you forming that opinion. 

I'm sure the agent I use would most vehemently disagree, although I do understand that it's a bit of a lucky dip in the TA being allocated a 'go getter'. FWIW I've used two agencies in the past couple of years who both think that the same individual Account Manager is excellent - as do I as a beneficiary of their actions.   

[Daveywavey70]

My partner owns his own TA and is yet to find out who their rep is 4 years later. They have tried to find out and SS reckon there is one but nobody is quite sure who it is and the promised phone call from them never happens. Your agent is very lucky. 

[machotspur]

9 hours ago, Daveywavey70 said:

My partner owns his own TA and is yet to find out who their rep is 4 years later. They have tried to find out and SS reckon there is one but nobody is quite sure who it is and the promised phone call from them never happens. Your agent is very lucky. 

 

I'm unsure where you are geographically but you will find every Silversea sales executive - worldwide - at this link. Maybe this will help your TA partner.

 

https://www.silversea.com/other-resources/travel-professional-center/sales-team.html

 

I can clearly see the person I refer to within this page.  

[Minch Veteran]

02073400700 worked this morning - 19/03/2024

[MBP&O2/O]

IMHO SS UK really don't care.

They have set themselves very low standards and they consistently fail to meet them.

Since covid every dealing I have had with them has been less than satisfactory. Even my TA whom I now use is getting frustrated with them.

[RetiredOnVacation]

I've spoken with SS a couple of times across the Easter weekend with no problems at all. Had a next day call back following an evening online web quote request from our Personal Cruise Consultant (same for over 20 years) which had the 0207 340 0700 as the caller ID number, and was able to call her direct dial 0207 number without problems. Also email responses were literally immediate. 

 

Can't rate highly enough our SS Personal Cruise Consultant, who's looked after us with best offers available. 

 

I think TA/TP is less of a thing in the UK market (with moreso direct bookings if in advance, or bucket agent deals for last-minute) over how it's remained more prominent in US market?