While booking our shore excursion I ran into nothing but trouble with the Celebrity Cruise web site and their call centre. I was so frustrated that I send them the following letter and had our travel agent fax a copy to her contacts. Celebrity to respond to the complaint very quickly and everything was sorted out to our satisfaction. Anna Oliva, our travel agent, was even able to get us a $50 onboard credit for our troubles.
Our letter to Celebrity Cruises.
I wish to complain about your web site and call centre. Today I made numerous attempts to book shore excursions and beverage packages for our upcoming cruise. I was met with what can only be described as incomprehensible incompetence resulting in failure and frustration.
At 9:00 I on went on your web site to book our shore excursions and beverage packages. I logged into our previously created user account and when I went to the shore excursions page, the web site froze. Several subsequent tries produced the same result. I then called you call centre, where I was informed that the web site was functioning properly.
After trying to access this page with two other leading web browsers and meeting with the same result, I phoned your call centre again. This time I was told that, yes there was a bug into the system and I could by pass this problem by logging into the site with my reservation number instead of my user account. Again this did not rectify the problem.
I then tried your call centre call back service provided on your web page. I did received a call back immediately and was placed in a queue which was not answered during my thirty minutes of waiting.
I phoned your call centre again, which was answered within one minute, indicating that the problem was not call volumes but a non functional call back system. Luckily, this time I was provided with someone who knew what was going on. They told me that shore excursion booking application had been non functional ever since an update had been performed, some point in the past. They subsequently told me that I could book the beverage packages online with no problems. They also told me where I could find the information on shore excursions with the proper identifiers that could be used to book the side trips using your call centre.
I was finally able purchase the beverage packages that I wanted. I was also able to find the tour code and title for the shore excursion that we wanted on your web site under shore excursions available for transatlantic cruises. We were looking at the Camel Ride to Fire Mountain on Lanzarote. Unfortunately when I phoned the call centre to book this excursion, I was told that this excursion was not available on this sailing.
The agent then emailed us a document with all the excursions available on this sailing. In this document this excursion is listed albeit with a different tour code. Why the agent was not able to see that the tour has multiple tour codes and make the proper reservation defies belief.
I sincerely hope that the incompetent and unprofessional service that I encountered today is not going to be a harbinger of the quality of service we will receive on our cruise.
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