Are my partner and I the only ones who have had a hellious experience with Celebrity? Made reservations for the new Silouhette. Despite multiple calls....multiple corrections....15-20 minutes on hold for customer service, they repeatedly got our reservations wrong. Wrong name, email, etc. And when we finally got to customer service after about a hundred calls.....the response was "so we made a little mistake, so what". We cancelled right then and there. We'll stay with Seaborne and Regent.
I have to say we have never had that experience, but could quote similar customer service issues on one other line...Celebrity is our favorite line and we have only experienced the best of service with their Captain's Club...we have been "Elite" with their loyalty program for a couple of years now, but even when we were starting out, loved them and the service.
Saying that...there is that old saying, "You never have a second chance to make a first impression." Too bad for Celebrity for botching it up for you guys.
I don't know what happened to you but I agree that it helps a lot when a customer service person takes a little responsibility for your frustrations. It isn't a big deal.
I think it is often a regional-cultural issue - frinstance I find east-coasters are more likelyu to say "so what" than the overly solicitous west coasters who would say "we are truly sorry for the difficulties you experienced, now, what can we do to help you today?"
But I am not sure the latter is any better - not to say you don't have a good point, though.
Seabourn has been known to have some spotty customer service issues, from what I hear, but in general small lines are always going to be better able to serve you than bigger ones.
The entire Seabourn fleet barely makes up one Celebrity ship.
I am the editor, but I also speculate, ask questions and play devil's advocate. I reserve the right to change my mind.
My partner and I have always enjoyed Celebrity (6 or 7 cruises).
I think that you got a bad service rep having a bad day. I have to admire your persistsance in calling 100 times! I probably woul have given up after 90 or so. Jimbo