Very Dissapointed w/ Celebrity Customer Service

[GRBlizz]

It's so good to be back in cruise mode and reading your cheerful voice. We are so looking forward to our big cruise, and to seeing St. Petersburg. The only thing that would make it better is if you and John were going to be there - somehow Bingo won't be as fun without you.

 

Frank is doing better with the help of a combination of medical science, exercise, and homeopathy (see my other thread), and he is even out of his chair sometimes!

 

Hope to see you on a cruise in the future. D

[Cruise Arizona]

This whole thread has me wondering - how much do people save by letting Celebrity book their air? I am a seasoned road warrior for my work, and there is no way on the planet I would allow anyone else to be in charge of choosing our air arrangements and making the cost/time/layover tradeoffs required.

 

Why do people add to the stress of their cruise by allowing the cruise ship to do something like book them on a much later flight than necessary, etc?

 

I am new to cruising, and we are using FF miles to get to Amsterdam for our upcoming trip, so perhaps I just don't understand how much money you can save by booking through the cruise line.

 

But this couple's experience shows that there is certainly a cost to doing it that way....

 

 

I tend to shop around for my flights. We have a cruise out of Barcelona in November. Cruise air when we booked was $1000, we bought our 4 tickets on our own and they were a total of $2700. We are flying in three days early to BCN and out of San Juan the day after the cruise so we dont' have to worry about making connections, Even with our apt in BCN and our Hotel in San Juan, we still come out ahead.

[candbgirl]

We usuallly book our own air but we let Celebrity book the air for the last cruise since it was to London. We did do a Custom Air and had the flights we wanted. No problems at all. The transfers to and from Harwich are $170(I think) so that was another reason to use Celebrity air. But I can tell you I checked and rechecked those reservations right up until midnight the night before be debarked from the ship. But I'm a control freak so that's what I do. :lol

[ccletzgo]

has anybody else wondered if the OP spent every night for a week in an inside cabin?:eek: Or a balcony cabin..:D

[FinelyCruising]

The OP had already decided and determined they would not be dressing up for the cruise. It was a conscious decision and one made well in advance. If by some stretch of the imagination they figured out they messed up based on the dailies, then why oh why would they have not discussed the big foible with the cabin steward or GR when they went there and asked for 'permission' and honest understanding? Why didn't they pick up a pair of slacks in the shop or in port?

 

I'm trying to tune into the lack of reaction to cure the issue to some degree, plus the 7 bags thing has me shaking my noggin. So, I give up.:o

[tom5178]

I am astonished at the thought of what these two people did. If they really did stay in their cabin after 6pm EVERY night, they have no one to blame but themselves. They should have known ahaed of time, but barring that, they could have purchased clothing early on in the cruise or even on the ship!

 

Perhaps they should explore fully escorted tours if they do not want to take personal responsibilty.

 

As for the flights, regardless of the mis-information given by GR on the ship, when they arrived at the airport, they were told that they were on the flight that they originally thought they were on. They chose to change the flight and incur the change fee. Their expense, NOT Celebrities.

 

I applaud Celebrity for standing firm and not giving these two people 1 dime!! Bravo.

 

If you prefer casual, than perhaps cruising is not for you. Bringing only jeans to Europe is crazy. These issues were totally your own fault. I hope that you have learned and maybe you will enjoy another cruise, probably on a different line.

[Sow There]

About the air foul-up, in fairness to the OP, Terminal 5 at LHR finally opened in Spring 05 with the usual mess one can expect from British planners who seem to think communications are unnecessary and are to be resisted at all costs.

 

Initially when Terminal 5 was nearing completion, BA advertised (bragged) that all trans-Atlantic flights would arrive/depart through Terminal 5. Then when the inevitable construction delays and postponements started happening, BA began a program of redesignation of some intercontinental flights back to Terminal 4. Therefore it's very likely that the info available to Celebrity was whatever the Brits had planned for that time.

 

The mess-up experienced by the OP was clearly not her doing. The exact location of all departing flights should have been communicated by BA to Celebrity on a real time basis...and it's fair to say the opposite is also true, that Celebrity should have been hounding BA for current, accurate information.

 

The OP booked air through Celebrity so she had every right to expect that Celebrity would have accurate information about LHR departures. Clearly they did not.

 

The attire issue is one thing, but the departure terminal mess was definitely not her fault. And as anyone who flies internationally full well knows, even a trip that goes as advertised is a very stressful proposition, when it doesn't, as in this case, it certainly doesn't add a fondly remembered ending to a cruise holiday.

[Host Anne]

Folks .... a quick reminder...calling members names or inferring such is a guidelines violation. Please do NOT do it on the boards!

[GRBlizz]

Aha, the terminal completion delays explains why Celebrity would have had bad information on the proper terminal. Pity Heathrow didn't have better signage out. But all in all, it sounds like the kind of annoyance that just happens periodically in a lifetime of travel.

 

On the attire matter, I am rather confused that no one on the Celebrity staff mentioned that the "dress code" was not a hard-and-fast rule, especially once the passengers had complained so vocally. I can appreciate that the person at the desk might have been constrained in what she could say, but why not a helpful steward, or even another passenger at the desk? It is just amazing to me that no one released this poor couple from their self-inflicted isolation.

 

I hope they cruise again with fewer hassles.

[Bobblsc]

(Some of this post ommited)

I agree with Wolfshadow - people just don't want to take responsibility for their own mistakes these days, they want to blame others and make everyone else pay. Please.

 

In any case, I think if the OP has even bothered to come back and read this thread (I wouldn't be surprised if he bailed ages ago when he realized that he wasn't getting the sympathy he was expecting), hopefully he's learned a few things about responsible travel.

 

Leeanne,

 

I have read your posts on other threads. They are generally accurate and insightful. However, this time you have a bit of inaccuracy. The OP has a total of six posts on this thread, five after the initial post. So the OP did indeed come back. When the OP continued to get pummeled by posters, he/she (I've forgotten which.) apparently decided not to post again. I can hardly blame the OP.

 

It appears that the vast majority of posters blame the OP for lack of checking and double checking information which Celebrity gave. The OP had two major issues with Celebrity. The OP's posting history makes it clear that this is their first Celebrity cruise. It is not clear whether they have cruised before on another line.

 

First, the OP claims to have not been informed in any manner about the total dress code. There was nothing in the documents delivered prior to the cruise. I believe that. It has been awhile since we have sailed with Celebrity, but I recall no specifics in the pre-cruise documents about any dress code other than dinner wear. I just checked the Celebrity web site and could find nothing about any requirement for certain dress through-out any evening. The site has information about dining room attire, but nothing I could find about attire through-out any evening.

 

While I don't even own a pair of good jeans, I realize that dress codes and habits have changed drastically over the last 20 years. Some people wear expensive and well pressed jeans to many places these days.

 

The OP was given misinformation about what could be worn during evening hours if they wanted to avoid the dining room for meals. Why they would stay in their cabin every evening is a mystery to me, but I'll bet some of you critics complain elsewhere about people not following rules. You should not be able to have it "both ways."

 

My view is that the mess about the BA flight home was clearly Celebrity's fault. The OP used Celebrity air and had every right to trust that Celebrity would provide accurate information. Some have commented that the OP should have verified the air arrangements. The OP did so. After pointing out to Guest Relations that their information was that they were still on the late afternoon flight which left from Terminal 4, Guest Relations contradicted that. Guest Relations stated, in no uncertain terms, that the OP was on the early flight, which left from Terminal 5.

 

I wonder how many others were misdirected to Terminal 5. Come on, how can you dismiss all responsibility from Celebrity?

 

If you think the OP lied about the circumstances, then you are correct in your view of zero compensation. But I think the OP told the truth. I maintain that Celebrity should reimburse the $200 re-booking fee in cash, and provide an apology and benefit for the dress code misinformation. I suggest a promise to provide an on board credit of $200 for the next Celebrity cruise the OP takes. If no future cruise is taken, Celebrity is out nothing. If a future cruise is booked, the actual cost of the OBC will be less than $200.

 

Bob

[sasset]

Amen

[Growler]

So then the question is: how much is 90 minutes of stress worth, compensation-wise?

 

At, say, $100 pppn on a cruise (approx going rate), you would have ($200/24)*1.5 or $12.50

 

Lets say the cruise line pays at four times the cost rate to show really excellent customer service - then an appropriate compensation level would be, ooh, I don't know - a free bottle of really good wine with their next cruise?

 

Whilst I don't agree that the OP had any real cause to complain about Celebrity in either instance, (going on a cruise with only jeans to wear just shows a remarkable level of ignorance, and allowing a cruise company to book/check/rearrange airline flights is just asking for trouble), the fact is that they did feel let down and neclected. Anyone who runs a business would be certifiably insane not to shell out $50 to ensure a $1000 repeat customer.......

[bububr]

The information recieved about the dress code was NOT misinformation, but company poilicy. Whether or not it is eforced/policed it IS company policy.

 

Dave:eek:

[Live4Miles]

Leeanne,

 

I have read your posts on other threads. They are generally accurate and insightful. However, this time you have a bit of inaccuracy. The OP has a total of six posts on this thread, five after the initial post. So the OP did indeed come back. When the OP continued to get pummeled by posters, he/she (I've forgotten which.) apparently decided not to post again. I can hardly blame the OP.

 

It appears that the vast majority of posters blame the OP for lack of checking and double checking information which Celebrity gave. The OP had two major issues with Celebrity. The OP's posting history makes it clear that this is their first Celebrity cruise. It is not clear whether they have cruised before on another line.

 

First, the OP claims to have not been informed in any manner about the total dress code. There was nothing in the documents delivered prior to the cruise. I believe that. It has been awhile since we have sailed with Celebrity, but I recall no specifics in the pre-cruise documents about any dress code other than dinner wear. I just checked the Celebrity web site and could find nothing about any requirement for certain dress through-out any evening. The site has information about dining room attire, but nothing I could find about attire through-out any evening.

 

While I don't even own a pair of good jeans, I realize that dress codes and habits have changed drastically over the last 20 years. Some people wear expensive and well pressed jeans to many places these days.

 

The OP was given misinformation about what could be worn during evening hours if they wanted to avoid the dining room for meals. Why they would stay in their cabin every evening is a mystery to me, but I'll bet some of you critics complain elsewhere about people not following rules. You should not be able to have it "both ways."

 

My view is that the mess about the BA flight home was clearly Celebrity's fault. The OP used Celebrity air and had every right to trust that Celebrity would provide accurate information. Some have commented that the OP should have verified the air arrangements. The OP did so. After pointing out to Guest Relations that their information was that they were still on the late afternoon flight which left from Terminal 4, Guest Relations contradicted that. Guest Relations stated, in no uncertain terms, that the OP was on the early flight, which left from Terminal 5.

 

I wonder how many others were misdirected to Terminal 5. Come on, how can you dismiss all responsibility from Celebrity?

 

If you think the OP lied about the circumstances, then you are correct in your view of zero compensation. But I think the OP told the truth. I maintain that Celebrity should reimburse the $200 re-booking fee in cash, and provide an apology and benefit for the dress code misinformation. I suggest a promise to provide an on board credit of $200 for the next Celebrity cruise the OP takes. If no future cruise is taken, Celebrity is out nothing. If a future cruise is booked, the actual cost of the OBC will be less than $200.

 

Bob

 

Thanks for your post!

 

I didn't go away, I just enjoyed reading the posts.

 

I found cruisecritic.com just before cruising...maybe a month before cruise?? I was researching the location of the cabin and found some info here (ended up in cabin 7208 which had the biggest balcony on ship that wasn't a suite with the exception of the handicapped cabin next door which was a couple of feet wider than ours. The balcony was as big as our room!!).

 

I didn't realize the "rules" controversies. After my adventure I read some more threads here and see that the enforcement of rules is a common topic of discussion. The cruise line has many rules that are/are not enforced and people on this board agree/disagree with them.

 

I have been a member of flyertalk.com for many years (almost 2000 posts there) so I know how it goes when somebody posts a "complaining" letter...I knew I would get some sympathetic posts but I also knew that most posters would not agree with me. I don't take criticism personally on these boards. I have been one to post a "I don't agree with you" message, I just don't make it condescending to the OP. We have traveled the world and I find it funny that if you are "different" in the way you look (wear jeans in Europe!!) you must be a novice traveler or some form of lower human being.

 

This was actually our third cruise. The most recent cruise before this one was a trip in the Galapagos Islands. That was a small ship and we had great service.

 

Ironically, I have a chance to attend a continuing education class that is being held onboard the Celebrity Galaxy in the Mediterranean this September. If I would have been offered any sort of compensation for my complaint I would have already booked that cruise. I know many feel that I am not entitled to any compensation, but this is a good example of how a company could have earned my future business with a small token. At least now I know what to expect and can make an informed choice. If I choose not to sign up for that cruise and there are any unsold cabins the cruise line is out the four or five thousand dollars that we would have spent.

 

Thanks again for all your comments.

[Friscorays]

If I would have been offered any sort of compensation for my complaint I would have already booked that cruise. I know many feel that I am not entitled to any compensation, but this is a good example of how a company could have earned my future business with a small token.

 

Thanks again for all your comments.

 

I would again suggest sending in another letter if the issue is still important to you. I would delete everything except the inconvienence of having to get from the incorrect terminal that Celebrity took you to to the correct terminal and state explicitly in the letter what you would consider a fair compensation for that inconvenience.

[Susan-M]

I didn't go away, I just enjoyed reading the posts.

 

 

It has been an interesting thread with the various opinions expressed...but I'm still curious about you staying in your cabin every night and feeling that you couldn't leave. Since casual dining was offered on deck 10, even though you didn't want to eat there, weren't you tempted to wander around the ship a bit as if heading in that direction?

 

Perhaps it would be helpful if Celebrity was more specific in their cruise docs and online regarding the need for formal wear throughout the evening. They do mention in the cruise docs that I have from 3 yrs ago (may have changed since then?), in the Packing Smart section, "Please keep in mind you'll need three types of clothing: casual shipboard attire, conservative apparel for sightseeing, evening wear."

[Ma Bell]

I would rather not encourage rewarding these kinds of complaints. What would the level of expectation be for a real problem?

I find it surprising that someone this well travelled would be this uninformed. I can't imagine anyone taking only jeans on this kind of cruise and anyone who travels nowadays has changes to gates even while sitting at the airport. The OP incurred the unnecessary expense himself.

[cruiseyguy]

I agree with most of the other posters--these were self-inflicted problems. Minimal research on your own part could have avoided them. Celebrity has, until now, developed a reputation as an "easy mark" for complainers, with the result that almost any complaint or miscue seems to deserve some sort of compensation. The rest of us, the non-complainers, end up footing the bill for this policy through higher fares. I hope Celebrity's response to you, courteous but firm, signals a change on their part.

[bbro]

While I wouldn't sit in my cabin either I feel it ironic that by following the rules set by Celebrity the OP is mocked for doing what he was told. If he'd walked into the dining room with jeans on I'm sure everyone would be horrified at his rule breaking. But it's OK to break the rules if it's NOT the dining room? I don't believe compensation is in order, but neither is ridicule.

[tbelian]

If I choose not to sign up for that cruise and there are any unsold cabins the cruise line is out the four or five thousand dollars that we would have spent.

 

 

Cruise ships are generally sailing with full occupancy these days.

[Susan-M]

But it's OK to break the rules if it's NOT the dining room?

 

It's up to the staff whether or not to let them into areas that require formal dress. The OP made a mistake in not bringing appropriate clothing ... but I think that most people would rather see them in the lounges and shows in their nice jeans and tops, rather than have them 'locked up' in their cabins.

[Sow There]

About the air foul-up, in fairness to the OP, Terminal 5 at LHR finally opened in Spring 05 with the usual mess one can expect from British planners who seem to think communications are unnecessary and are to be resisted at all costs.

 

Initially when Terminal 5 was nearing completion, BA advertised (bragged) that all trans-Atlantic flights would arrive/depart through Terminal 5. Then when the inevitable construction delays and postponements started happening, BA began a program of redesignation of some intercontinental flights back to Terminal 4. Therefore it's very likely that the info available to Celebrity was whatever the Brits had planned for that time.

 

The mess-up experienced by the OP was clearly not her doing. The exact location of all departing flights should have been communicated by BA to Celebrity on a real time basis...and it's fair to say the opposite is also true, that Celebrity should have been hounding BA for current, accurate information.

 

The OP booked air through Celebrity so she had every right to expect that Celebrity would have accurate information about LHR departures. Clearly they did not.

 

The attire issue is one thing, but the departure terminal mess was definitely not her fault. And as anyone who flies internationally full well knows, even a trip that goes as advertised is a very stressful proposition, when it doesn't, as in this case, it certainly doesn't add a fondly remembered ending to a cruise holiday.

 

Sorry. Terminal 5 was scheduled to be completed in Spring 08, not 05. It's still not quite complete.

[bbro]

It's up to the staff whether or not to let them into areas that require formal dress. The OP made a mistake in not bringing appropriate clothing ... but I think that most people would rather see them in the lounges and shows in their nice jeans and tops, rather than have them 'locked up' in their cabins.

 

 

They brought what they thought was appropriate as they never intended on going to the dining room. I realize it's up to the staff as to where they are "allowed" to go in jeans. My point was, to their knowledge they could wear jeans everywhere BUT the dining room - however when they got on board the daily program stated differently. Simple as that. And again, I do not think they deserve compensation for this. But I don't think they need lectures on what to wear to Europe, why not do research etc. That's all irrelevant to their complaint.

[Susan-M]

But I don't think they need lectures on what to wear to Europe, why not do research etc.

 

I agree since they've learned from this experience. But their complaint is unusual - esp. the part about being "locked" in their cabin each night .... when in fact they didn't need to stay there. Since casual dining was an option, they would have had to walk through the ship to get there. Why not take advantage of that and get out and explore instead of feeling like a prisoner?

[FinelyCruising]

While I wouldn't sit in my cabin either I feel it ironic that by following the rules set by Celebrity the OP is mocked for doing what he was told. If he'd walked into the dining room with jeans on I'm sure everyone would be horrified at his rule breaking. But it's OK to break the rules if it's NOT the dining room? I don't believe compensation is in order, but neither is ridicule.

 

I thought of the opposite reverse scenario too, but it does seem that they were aware of the rules and did what they were supposed to do based on their own self imposed limitations. If they brought other clothes they could have come out and still complied like just about everyone else. As was thier choice, they complied this way instead of another.

 

What doesn't seem OK is they asked to be compensated for it. :cool: