My complaint:
No one informed us our flight time had changed. We only found out because we attempted to reserve seats, 10 days before outbound date. Originally my daughter and I had booked; my son was added later. His flight booking ref was recognised but ours was not. Now, at 5pm 6 days before flying, we can’t we’re all on the revised flight, so cannot check in or book seats. So far I’ve phoned my ‘Personal Concierge’ 4 times. Her phone is never answered and she never returns calls (I left mobile and landline numbers).
She had previously caused me a great deal of stress by botching the addition of my son to our booking. Again it had been almost impossible to speak to her until customer services had tried to help. For this she offered me additional onboard spend. I would have preferred better service. Once again customer services are trying to help.
This is the first time we’ve booked a cruise directly through Celebrity, and never will again. Cruise agencies always gave excellent service.
Suggested solution:
Allow more than one person to be able to deal with each booking. Ensure that calls are always returned, as is the case with cruise.co.uk and Planet Cruise.
