My complaint:
we booked an eleven-day cruise from Victoria Canada to Hawaii, flights from Sacramento to Victoria and from Honolulu to DCA and Sacramento for four people. We needed to ask information about a change we needed to make in airfare and called 1-888-751-7804 to make a change. The recording announced that there would be a 6-minute wait time and put us on hold without offering to put us in line and call us back so we wouldn’t lose our spot in line. I guess they don’t offer that service. I ended up waiting for one hour (no exaggeration). I timed myself. When an agent finally answered I immediately asked to speak to a supervisor. She asked why and I told her that I wanted to complain about the poor service. She finally said she’d try and get a supervisor to talk with me but wasn’t successful. She said she’d keep trying and then put me on hold. After waiting another 15 minutes she came on the line and said no supervisor was available to talk to me. I then tried to get my initial question answered so I could change a flight and she told me that I’d have to call flights by Celebrity to get an answer to that question. So, it took me almost 1 12 hours to find out I needed to call another number. Didn’t even try to transfer me, we’re paying customers already booked with Celebrity. If this is the kind of service we get trying to get a question answered and trying to make a minor change in our reservations, it makes us wonder what kind of service to expect on board ship. After the call I called the other number she gave me (800-533-7803 flights by Celebrity) and the answering machine announced that there would be a one hour wait, and also did not offer to put us in line and call us back so we wouldn’t lose our place in line. With that I gave up and hung up the phone.
Suggested solution:
The first place a company should put emphasis on is good communication, so customers know what to expect and how to resolve any problems expeditiously. After all, time is important to customers also. This company needs to hire more agents to man the phones, especially with summer coming up. Also, no supervisor should be so busy that he or she can't take a few minutes to talk to a paying customer
