When I posted this original message I had just returned from the cruise and
was not quite awake I'm well aware it is Celebrity Cruise Line - I have sailed on
the Galaxy to Alaska and the Century to the Baltic last year. I still say most of
the complaints I have read are a bit unreasonable. The line did advise us what
time siesta was - it was in the newsletters and also in the shore excursion
booklet. I do not think a day at sea would have been better than visiting a new
and different port - after all we came on the cruise to have a taste of Europe.
This is my 9th cruise - and not my last as I already have one booked for
Feb Things do go wrong if you're on a ship, taking a land tour or even staying
at a beach house and it rains all week. The important thing to remember is
you are on vacation. You should relax, enjoy and go with the flow. All ships have
port problems from time to time - and I think Celebrity did the best they could
under the circumstances. It just proves you can't please all of the people all of
the time and some people - never.
I'm glad they informed you about the siesta. Palma de Mallorca is a pretty city, but if you want Barcelona it just isn't the same thing. However I agree that Palma is better than a sea day and strikes are definitely beyond the control of the cruise line. Still think Celebrity will get it all together eventually. Certainly hope it's sooner rather than later.
Hi Bev from Bev,
I can totally agree with you. The port call and weather problem were totally out of Celebrity's control and they did offer a good viable alternate plan. It seemed that the many areas of "mis-communication" caused a lot of irrations to accumulate. When apx. 2000 people got off the ship to take the shuttle buses into the downtown area on Palma, there was no organization (no staff directions) and hundreds of people were left standing on the dock in mid-day heat. Taxi's would not take you into town as they wanted you to purchase expensive tours. We attempted to walk more than two miles but became exhausted and were no way near any place resembling downtown, so turned around and returned to ship. From tablemates, we understand that what shops were open were packed and very hot. Although I cannot rate this cruise as the best we have taken, it was OK. We always made the best of everyday. I know we will give Celebrity a chance again someday.
People like to complain. Some people have alot of time to complain. Some like the attention. Basically, your right. Celebrity is wonderful cruise line and I use them because of their service and class. I am in the customer service business and I can tell you, some people are just complainers about everything. Nothing every goes right, nothing makes them happy, and they always want to talk about it. To them - it's unfortunate for you. Can make for a very unhappy life. Happy cruising. Sit back, relax and go with the flow.
> People like to complain. Some people have alot of time to
> complain. Some like the attention. Basically, your right.
> Celebrity is wonderful cruise line and I use them because of
> their service and class. I am in the customer service business
> and I can tell you, some people are just complainers about
> everything. Nothing every goes right, nothing makes them
> happy, and they always want to talk about it.
I don't want to make this argument...but perhaps you are burned out in the customer service business. I am in a service industry: you are correct when you say people like to complain...however, it a responsibility of management to listen and evaluate complaints. When the consumer spends in excess of $5000 for a couple to vacation and the level of complaining is extremely high, the management should step back and evaluate the problems.
In the case of a cruise that is called "The Best of Europe" when the ship misses 2 major ports of call (for whatever reason)...management should have addressed the passengers with an apology (more than a thank you for patience by the cruise director).
Perhaps you should step back and try to figure out who was to blame and go after them. The captain, crew, and cruiseline are no more to blame than the passengers. A strike in port is caused by the STRIKERS and no one else is to blame. It seems like anytime things don't go right the complainers want to crucify someone. I've been on 13 cruises and am going on the Millenniun 10/13 and I've seen a lot and 99% of these people are just trying to do their best.
Sorry Jim...it does not matter who is at fault...when your customers pay top dollar for a cruise which supposed to feature top notch ports and cannot deliver them...then either the Captain and/or the cruise line should offer a sincere apology...we never heard from him throughout the cruise...and the cruise line could very well offer something off a future cruise...whether it be a few dollars or a promise of a future upgrade (with that famous small print "when available")...just some effort to show they care.
BTW...our friends returned from The Legend of the Seas...which had some of the same problems we faced...the big difference was they told me that the Captain made several announcements each day and kept them fully informed of the situations. Celebrity prefers that the captain and the cruise director maintain unobtrusive low profiles which translates to poor communication with the passengers. Again Jim, it is the fault of the Captain, the Cruise Line and the Cruise Director when the only communication is a thank you for your patience at the farewell show.
Totally agree with you BowWow. It was the the communication, not the circumstances. We realize "things happen". It just would have been "nice" to have the Captain (whom we never saw, first cruise this ever happened!) express "some" concern for the mishaps that were happening.
Sorry, but I don't agree with Bowwow. People only need to apologize when they have done something wrong. Missing the ports was not caused by actions of either Celebrity or the Captain, therefore they don't owe you any apologies. The cruise contract that YOU entered into clearly states that the itenerary can be changed.
You keep referring to how much you paid for the cruise. It doesn't seem to me that this information is relevant. You were fed and housed, you recieved what you paid for. Why not get over your dissapointment and go forward rather than continue beating this matter into the ground. The cruise is over.
Celebrity advertises as being simply the best, NOT as "we will meet our contractual obligation to you". When a customer is not delighted with the customer service, it is rarely the fault of the customer, especially when there are legitimate issues, no matter who is "at fault".
If you want to be a world class customer service organization, you need to strive to consistenly exceed people's expectations, not to simply meet your contractual obligations. And when for whatever reason those expectations are not met, the organization needs to work proactively to make up for that.
When an organization takes it's eye off of satisfying and delighting the customers, bad things can follow. My company did exctly that, changing it's administration and sales systems without regard to customer impact. Our customer satisfaction dropped from a 99 percent to a 85 percent, this cut our followup and repeat sales in half and many customers cancelled future orders. Worse still, many customers started trying other vendors and found that our competitors had a pretty good product too, with better communication and customer service. They started to go to that vendor for the future needs as well. We lost a ton of business that way.
Our stock dropped from 61 last year to about a 15 this year, it is hard to get back customers once you make them unsatisfied.
Don't get me wrong, I am glad that a lot of our customers were patient and stayed the course, because of them I still have a job. I think we have improved and work hard to service our customers and make them happy. But to say customers who complain are wrong to want to look elsewhere for a product is short sighted, especially from a customer service perspective.
So well said. I think it was very hard for us to have expected a first-rate cruise and come up short-handed. When you would speak to someone at Guest Relations and they would look at you with that "duh" look; you just had to shake your head and walk away. It was so frustrating not being able to be understood onboard; it is understandable in ports in foreign countries; but couldn't Celebrity have put a more "worldly" crew on board for their new, most beautiful ship in the "world." She truly is a beauty, she commands the best and is not getting it. What a shame!! There she is at sea"in all her glory" with lack of direction from her homebase.
Sounds like a plan. Hopefully if there are any problems we can all make the best of it. I do agree that how you handle problems faced is a large factor in whether you are having a good time, and sometimes you just have to make the best of the situation