Peter Lanky Posted April 2, 2023 #1 Share Posted April 2, 2023 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? Link to comment Share on other sites More sharing options...
Rare Silver Spectre Posted April 2, 2023 #2 Share Posted April 2, 2023 Not impressed. If they wont answer emails try Twitter. Link to comment Share on other sites More sharing options...
beaujolais Posted April 2, 2023 #3 Share Posted April 2, 2023 Try 0207 340 0700 1 Link to comment Share on other sites More sharing options...
les37b Posted April 2, 2023 #4 Share Posted April 2, 2023 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. Link to comment Share on other sites More sharing options...
Mr Luxury Posted April 2, 2023 #5 Share Posted April 2, 2023 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.😀 2 Link to comment Share on other sites More sharing options...
les37b Posted April 2, 2023 #6 Share Posted April 2, 2023 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! 🤣 Link to comment Share on other sites More sharing options...
Peter Lanky Posted April 2, 2023 Author #7 Share Posted April 2, 2023 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. Link to comment Share on other sites More sharing options...
Peter Lanky Posted April 2, 2023 Author #8 Share Posted April 2, 2023 (edited) 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 1 Link to comment Share on other sites More sharing options...
les37b Posted April 2, 2023 #9 Share Posted April 2, 2023 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. Link to comment Share on other sites More sharing options...
Peter Lanky Posted April 2, 2023 Author #10 Share Posted April 2, 2023 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. Link to comment Share on other sites More sharing options...
phillipahain Posted April 4, 2023 #11 Share Posted April 4, 2023 On 4/2/2023 at 2:36 PM, les37b said: Travel agents! 🤣 Ours is truly excellent and deals with all cruise lines Link to comment Share on other sites More sharing options...
Rare david63 Posted April 4, 2023 #12 Share Posted April 4, 2023 020 numbers were working OK today. Link to comment Share on other sites More sharing options...
machotspur Posted April 5, 2023 #13 Share Posted April 5, 2023 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. Link to comment Share on other sites More sharing options...
Peter Lanky Posted April 5, 2023 Author #14 Share Posted April 5, 2023 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. Link to comment Share on other sites More sharing options...
machotspur Posted April 5, 2023 #15 Share Posted April 5, 2023 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. Link to comment Share on other sites More sharing options...
Daveywavey70 Posted April 5, 2023 #16 Share Posted April 5, 2023 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. 1 Link to comment Share on other sites More sharing options...
machotspur Posted April 5, 2023 #17 Share Posted April 5, 2023 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. 1 Link to comment Share on other sites More sharing options...
Daveywavey70 Posted April 5, 2023 #18 Share Posted April 5, 2023 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. Link to comment Share on other sites More sharing options...
machotspur Posted April 6, 2023 #19 Share Posted April 6, 2023 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. Link to comment Share on other sites More sharing options...
Minch Veteran Posted March 19 #20 Share Posted March 19 02073400700 worked this morning - 19/03/2024 Link to comment Share on other sites More sharing options...
MBP&O2/O Posted March 19 #21 Share Posted March 19 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. 1 Link to comment Share on other sites More sharing options...
RetiredOnVacation Posted April 3 #22 Share Posted April 3 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? Link to comment Share on other sites More sharing options...
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