Celebrity Does Care

cruisetarp · April 12, 2012

On our recent Silhouette cruise we had a problem embarking and it took them more than 2 hours to decide to let us on the ship and let us straighten out the problem (it was taken care of immediately by guest relations). The people at the registration desk in the pier simply lost our boarding passes. At the prompting of guest services I wrote to Celebrity about the problem when we returned and received a phone call from their executive offices apologizing for the problems we had. Although we asked for nothing they gave us OBC for our next cruise. Nice going Celebrity!

rogue · April 12, 2012

I'm glad that you got some satisfaction from Celebrity, MaryLou. It's good to know that some cruise companies do care.

ametrinel · April 12, 2012

Nice to know they take care of you!

cruisetarp · April 12, 2012

I certainly did not ask for anything or expect anything. I just wanted them to be aware that something was not working right at Cape Liberty and they might want to look in to it.

I did appreciate them taking the time to call rather than sending out a standard "sorry" form letter.

scalise12 · April 12, 2012

THANKS MARYLOU! THAT IS GOOD TO KNOW..

coloradocruisers · April 12, 2012

Very good. I wish all the lines were that responsive to customer feedback.

jacketwatch · April 13, 2012

I am glad it worked out for you. From what I have read and experienced about X CS, esp. for letters sent in post cruise, they can be rather spotty unfortunately. I had an issue on our cruise on the Connie and their initial response when I asked for some compensation was "we don't usually do that." I was astounded. However after working my way up the chain I found someone was herself was astounded that I was told this as she said we have a lot of "wiggle room" for on board issues. She tripled the amt. I had to seemingly pry out of the 1st guy so I think it depends on the person who you speak to. Again glad it worked out, esp. the 1st time. :biggrin:

Shari2 · April 16, 2012

So glad you had good customer service, Mary Lou. Celebrity has always been Marc and my favorite with the onboard experience, but in the past the customer service hasn't always been so great. Very happy to see they are really taking care of their customers now.

DebbieandJerry · April 16, 2012

Incredible service. But that is what Jerry and I have learned about Celebrity!!!

jacketwatch · April 17, 2012

So glad you had good customer service, Mary Lou. Celebrity has always been Marc and my favorite with the onboard experience, but in the past the customer service hasn't always been so great. Very happy to see they are really taking care of their customers now.

That is what i am finding as well. Weird isn't it. Great service onboard but spotty at best afterwards. Like its two different companies. :ohmy: