I called them because my email to Mr. kessler would not go through.
As a Captains Club member and 6-8 times repeat customer I expressed my concerns that I am going to Alaska , where it can be very cold, and I probably would not be able to use their FREE OUTSIDE POOL. So, by them adding a fee on to the only other available pool they have limited my free actvities aboard their ship .........
I think that it is a very good point........that unless we are willing to freeze or pay the price we will not be able to swim. So they have in a sense taken away 1 of the advertised free activities.
They said that they would probably give us a $50.00 credit which would be placed on our porfolio and available to us upon boarding the ship. This credit may only be used for the pool.
I called, (54 minutes and four transfers!) and also wrote to Mr. Sasso (pres.).
I expressed my displeasure with the T-pool fee and the way my call was handled by all four divisions that I spoke to. I am relieved that Celebrity has now announced tot he press that these charges were a mistake and that they have decided to reverse their decision! I look forward to the Summit in April 2002.
This morning I got a lengthy email entitled, "We Goofed" from the email address of Richard Fain, Chairman and CEO of RCCL. Appears to be a bulk email response to customers who sent their dismay via email.
NOW I have resumed looking forward to my first cruise on Celebrity (Summit)...have sailed several times on HAL and have been VERY happy with them. Perhaps the idea that potential loyal customers would never sail with them again helped Celebrity (RCCL) make the right decision and at least MATCH "expectations" - we'll see if they "exceed" them!!!
I e-mailed and also "snail mailed" a letter to Rick Sasso, President, with
copies to all other head honchos at Celebrity and RCI. Just got an e-mail
from R. Sasso (form letter) saying they've REVERSED their decision about
charging for use of the t-pool. Thank you, Mr. Sasso! I feel a lot better\
about Celebrity now.
I called and just spoke to a rep. when she refused to put me through to Customer Service I then I had my TA get invovled. I also forwarded the thread on Cruse Critics to Richard Sasso so he would be a ware of what all was being said.
I contacted celebrity thru their investment e-mail address becuase I couldn't get thru via the Celebirty website e-mail address. I did get a response that they were looking into the complains. I also got a nice not from one of RCCL IT folks related to the problems I had with the website e-mail address.
I e-mailed my objective letter to all 4 senior executives. I received an almost immediate response from Richard Sasso, president and today from Richard Fane, CEO of Royal Caribbean International. I was very impressed that these executive took the time to copy me and to get back to me with their decision. I respect their positions greatly to satisfy their existing and potential customers. I recognize that change is inevitable, but it was the method of communication that so disturbed me.
I e mailed 2 mesages to celebrity and a few to my TA, As people were posting that they would not get any consoluation, my TA was able to get us $25 per person credit (of course that was before they made the change) Maybe I'll still get it!!