Long wait times Celebrity cust service

[rcrabb1513]

Is something going on clogging the customer service phone lines at Celebrity?  Wait times yesterday and today are 90 - 120 minutes!  I have past experience with long hold times for cruise line assistance but never like this.

[beloum]

Ive found using the call back feature is usually quicker.   

[graceinga]

I am on a call back estimated in 100 minutes.  Our 8/13 cruise was paid in full and now it shows we owe another $3k so I think something must be going on with their systems. 

 

[CHEZMARYLOU]

Besides it being a holiday weekend with reduced staffing I can name a few things going on:

Cancelled Beyond cruises

Cruisers moved from Reflection to Beyond

New bookings for guests on the cancelled beyond cruises

New bookings for 3 and 4 day Reflection cruises

4th of July promotion

On going comments about the new dining room menus (which have apparently been rolled back)

The experiment to allow vaping in the casino on Equinox and apparently Eclipse

 

[rcrabb1513]

22 minutes ago, CHEZMARYLOU said:

Besides it being a holiday weekend with reduced staffing I can name a few things going on:

Cancelled Beyond cruises

Cruisers moved from Reflection to Beyond

New bookings for guests on the cancelled beyond cruises

New bookings for 3 and 4 day Reflection cruises

4th of July promotion

On going comments about the new dining room menus (which have apparently been rolled back)

The experiment to allow vaping in the casino on Equinox and apparently Eclipse

 

Holiday weekend!  DUH!  I should have figured that out on my own.

[hrhdhd]

1 hour ago, beloum said:

Ive found using the call back feature is usually quicker.   

I'm still waiting for a call back from April.

[gojengo]

1 hour ago, beloum said:

Ive found using the call back feature is usually quicker.   

I used the call back feature yesterday at 10 am EST. They never called back.

This morning I had an estimated wait time of 12 minutes. Two hours later someone picked up. Transferred me to another department.  30 minute wait. Finally  got someone who linked my B2B reservations but could offer no further help related to the change from Reflection to Beyond next year. She told me to wait a week or two for my cabin assignment. She had no clue what a Deluxe Veranda (slant balcony cabin) on Reflection would change to on the Beyond. 

[neverlaysup]

I had to call this morning and the recording told me wait times were 77 minutes. My actual wait time was less than 30 minutes.

[JLMcruise]

Called this afternoon  1:00pm Mountain time - Celebrity recording said wait time was 25 minutes...put my speaker phone on and started cleaning. I was connected to an agent in 8 minutes 36 seconds - situation fixed in 1 minute. 

 

[jelayne]

It is a holiday week and staff is probably less.
They have a sale in the cruise Planner.

They changed the Beyond’s schedule so lots of shuffling and rebooking.

They send out a email, if you want to lock in the lower daily gratuity you need to pay those.

If you don’t have a time sensitive issue, wait a week and it should be better. 

[gojengo]

10 hours ago, neverlaysup said:

I had to call this morning and the recording told me wait times were 77 minutes. My actual wait time was less than 30 minutes.

 

3 hours ago, JLMcruise said:

Called this afternoon  1:00pm Mountain time - Celebrity recording said wait time was 25 minutes...put my speaker phone on and started cleaning. I was connected to an agent in 8 minutes 36 seconds - situation fixed in 1 minute. 

 

Wow! Great that your wait times were low. What were your issues? What phone number did you call? 

[neverlaysup]

8 minutes ago, gojengo said:

 

Wow! Great that your wait times were low. What were your issues? What phone number did you call? 

My invoice didn't correctly list the All Included package and my Express pass didn't have CALL (Classic Alcohol Package) and there was no history of the 3 perks in my order history. The agent fixed everything and emailed me corrected copies in about 15 minutes.

[gojengo]

38 minutes ago, neverlaysup said:

My invoice didn't correctly list the All Included package and my Express pass didn't have CALL (Classic Alcohol Package) and there was no history of the 3 perks in my order history. The agent fixed everything and emailed me corrected copies in about 15 minutes.

Thank you for replying.  I'm glad you were able to get your issues resolved quickly. 

[rcrabb1513]

It is the 4th of July and I called customer service at 8:05 am CDT and had ZERO wait time.  Talked with an agent right away.  Go figure. 

[phoenix_dream]

23 hours ago, CHEZMARYLOU said:

Besides it being a holiday weekend with reduced staffing I can name a few things going on:

Cancelled Beyond cruises

Cruisers moved from Reflection to Beyond

New bookings for guests on the cancelled beyond cruises

New bookings for 3 and 4 day Reflection cruises

4th of July promotion

On going comments about the new dining room menus (which have apparently been rolled back)

The experiment to allow vaping in the casino on Equinox and apparently Eclipse

 

Exactly.  A whole list of reasons this week will be a particularly difficult one for customer service.

[JLMcruise]

11 hours ago, gojengo said:

Wow! Great that your wait times were low. What were your issues? What phone number did you call? 

Final payment was due and there was a problem with our invoice. She corrected right away and sent a new invoice. I  was dreading it but took the advise of someone on here to call around 3:00pm EST and the wait times are shorter. It worked for me. I called the regular number listed on the web site. I booked the cruise myself - option 2 I think.

Edited July 4, 2023 by JLMcruise
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