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Disappointed in Celebrity

Question:

I find the Mike and Susan story pretty incredible and certainly no credit to Celebrity…and what wonderful publicity for the ASTA crowd! – Hide quoted text — Show quoted text ->Mike & Susan, >Certainly the events of recent weeks required changes be made by ALL >cruiselines and Celebrity should not be singled out. I readily admit I am >not fond of ANY cruiselines land operations, another reason for not booking >directly with a cruiseline. Since you were deaing with so far in the future >you cancelled without any penalty other than the decision to buy into the >Captains Club so you really have no loss and I doubt your experience would >have been very different with any line at this point. Simply the lines are >bringing the ships to US mainland to offer cruises closer to home for US >residents because they believe that we will not wish to go to far in future >months. >All lines have also been less than helpful with some areas dealing with >cancellations and changes because they are both overwhelmed and trying to >limit cancellations as much as possible so they can stay in business. >I hope your future cruise plans go better whatever you decide. >George in NY – sailing Zenith 10/6 > What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended >stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 >"change" > fee… even if there was no "change" involved (due to plenty of notice). >Of > course, your reservations agent can’t deal with this department, you must >do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at >a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those >who > have already made their deposit are not eligible.  Of course, the >Captain’s > Club is another department and your reservations agent can’t interface >with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the >price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is. >We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking >has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to >Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was >just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered >no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one >to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at >least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too >exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better >check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

No, one should buy the cruise from the cruiseline (using a travel agent, cruise only preferred) and do everything else, air, land arrangements and third party insurance yourself. You’ve got the internet as a resource, use it. Carole

– Hide quoted text — Show quoted text -> So I guess your point is that one should ignore poor service in land > operations and focus on having a good cruise. > Mike & Susan, > Certainly the events of recent weeks required changes be made by ALL > cruiselines and Celebrity should not be singled out. I readily admit I am > not fond of ANY cruiselines land operations, another reason for not > booking > directly with a cruiseline. Since you were deaing with so far in the > future > you cancelled without any penalty other than the decision to buy into the > Captains Club so you really have no loss and I doubt your experience would > have been very different with any line at this point. Simply the lines are > bringing the ships to US mainland to offer cruises closer to home for US > residents because they believe that we will not wish to go to far in > future > months. > All lines have also been less than helpful with some areas dealing with > cancellations and changes because they are both overwhelmed and trying to > limit cancellations as much as possible so they can stay in business. > I hope your future cruise plans go better whatever you decide. > George in NY – sailing Zenith 10/6 > > What a story to tell….. > > We booked a 14 day transatlantic cruise to Barcelona on the Millennium > for > > April 2002.  This was booked directly with Celebrity in July, 2001. > > We overlooked the "nickel and dime" charges we have been hearing about > in > > regards to the AquaSpa pool and the gourmet dining room. > > The first problem to arise was that Celebrity said they weren’t ready > with > > the extended packages so we could book the cruise but not the extended > stay. > > The catch was that if we liked their offering, there was no problem but > if > > we didn’t like their extended stay offering and wanted to book our own > we > > had to deal with the "Air Execptions" department and accept a $100 > "change" > > fee… even if there was no "change" involved (due to plenty of notice). > Of > > course, your reservations agent can’t deal with this department, you > must > do > > it yourself and then only by FAX as they won’t speak to you on the > phone. > > Sorry, no exceptions. > > Secondly, the reservations agent recommended joining the Captain’s Club > at > a > > cost of $70 assuring us that the club newsletter would have forthcoming > > discount coupons which could be applied towards our fare.  We paid the > > membership fee, got discount coupons, and read the rules which say those > who > > have already made their deposit are not eligible.  Of course, the > Captain’s > > Club is another department and your reservations agent can’t interface > with > > them either. > > We wait for the "Sea and Stay" information promised two months earlier > and > > after two more phone calls finally get a general catalog in the mail > > relating to our sailing.  It has a 2 column inch section on the extended > > stays.  We call back again to book the extended stay to find that the > price > > is about 20% higher than published in the brand new, just printed > brochure > > we received the same week.  No explanation, that is just the way it is. > We > > swallow hard and book another grand in extended stay extras. > > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > > Celebrity issues a press release indicating the Millennium is no longer > > going to Europe for the 2002 season.  On Wednesday, I notice our booking > has > > disappeared from the web sites but as late as Saturday the reservations > > agents insisted our booking was good. > > Well, on Saturday I send an email asking what is going on.  You see, I > had > > not yet seen this newsgroup postings or the press releases.  It was very > > strange since the reservations agents were saying everything is on but > it > > really wasn’t.  I received a reply within two hours telling me the > > transatlantic crossing could no longer be booked and to call a special > > "help" desk. > > We called the special help number and went into a customer service queue > > where we waited for THREE HOURS and never got an answer.  "All customer > > service representatives are helping other customers….". > > While still waiting on the "help" line, we used another phone line to > call > > back the reservations line.  They were still insisting our transatlantic > > crossing to Barcelona booking was good.  After telling reservations we > had > > an email from them saying it was not sailing, the agent checked with a > > supervisor.  New story. > > We have been rebooked, not on our 14 day transatlantic cruise to > Barcelona, > > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was > just > > done.  Knowing things have been somewhat chaotic, we asked when we would > > have been notified.  The answer:  "After you sent your final payment. > Not > > before." > > Celebrity’s position was we were to be rerouted, cut by six days, > offered > no > > reduction in fare, and didn’t need to know until we sent them the final > > payment.  We don’t understand but Celebrity really had us paying for > hotel > > rooms in Barcelona but sailing to the Eastern Caribbean. > > We cancelled through the reservations desk and expect the return of our > > deposit.  I guess we are out the $70 club fee we were sold.  We never > got > > through to the help desk and later in the day a reservations agent told > us > > they weren’t answering the phone on Saturday in that department.  The > > reservations agent thought it might have been a mistake that the call > was > > accepted and placed in a queue as we should have gotten a "closed" > > recording.  Again, sorry you had to listen to elevator music for three > > hours. > > No notice, no appologies, no attempt to retain our business, and  no one > to > > talk to about the situation. > > We thought we might write to Celebrity and elicit some sympathy or at > least > > a reasonable explanation but in reallity, it is the cruising public who > > should know our story.  Celebrity didn’t seem to care. > > We previously enjoyed sailing on Celebrity but I think we are too > exhausted > > from this experience to try them again. > > I am certainly disappointed in Celebrity Cruise Lines.  You had better > check > > on your reservation. > > Michael & Susan Brubaker > > Dayton, Ohio

Response:

That’s correct Jeff. They only need to pay the additional $35.00 if they get a divorce! Carole

– Hide quoted text — Show quoted text -> Oh, meant to mention, the Captain’s club should be only $35 for a couple > I think!?? > Jeff

Response:

Rosaly, did you book directly with the line or use a travel agent? If you used an agent, you should have let them handle it. Right now, they have HUMONGOUS problems to deal with. I’m not saying that your cancellation isn’t important, but you do need to put things into perspective. Carole

– Hide quoted text — Show quoted text -> I found your tale most interesting.  We are disappointed with > Celebrity’s attitude. > When I called them to ask for an email address so that I could explain > why we had to cancel our 9/29 transatlantic cruise, I was informed that > there was no email but that I could FAX Mr. Richard Fain and they gave > me his FAX number. > Well I wrote him what I thought was an important letter and requested > that he reply and advise me whether or not we could postpone our cruise. > To date, he has not only never answered me but I am sorry to say that we > cancelled our journey. Not sorry that we didn’t go as I had legitimate > reasons . I took 3rd party insurance and am now trying to recoup some of > our fare but haven’t too much hope. > If Celebrity treated you as you have described, maybe I am happy that we > didn’t sail with them and when the world is sane again, hope to cruise > again but will go back to HAL or Princess. > rosaly > What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice). Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is. We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment. Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

> Captain’s club is $35 per family so why $70?

Celeb. should refund your Captain’s Club fee — if you’ve never cruised on Celeb., you aren’t eligible for membership. If you have cruised with Celeb., then you should be entitled to a $35 refund, the price per couple.  You were schnitzeled if you paid $70. MisterEd <— 4 good Celeb. experiences, all through good, cruise only TA’s.

Response:

This is the biggest fraud about the captain’s club. All other FREE cruise line repeaters clubs offer automatic upgrades. I was upgraded at least 2 or 3 categories by NCL for my last 3 cruises with them. No extra charge for the Latitudes club. THAT’s worth it. Warren Sheree said: – Hide quoted text — Show quoted text ->Captain’s club is $35 per family so why $70? >Also entitled you to a 1 cat upgrade on future cruises (usually) so usually >worth it

Response:

Capt.Club is $35 for family,You were screwed if you paid $70! MACAW

Response:

Write your story and complaint to ITN [International Travel News] definitely. If you’re not acquainted with this best and well-read travel magazine and don’t have their address, write me. IWG The palest ink is better than the best memory.     –Chinese proverb There is no end to collecting books.    –Book of Ecclesiastes  To three possessions shalt thou look: Acquire a field, a friend, a book.    –Samuel haNagid, Vizier to the King of Granada

Response:

Mike & Susan, Certainly the events of recent weeks required changes be made by ALL cruiselines and Celebrity should not be singled out. I readily admit I am not fond of ANY cruiselines land operations, another reason for not booking directly with a cruiseline. Since you were deaing with so far in the future you cancelled without any penalty other than the decision to buy into the Captains Club so you really have no loss and I doubt your experience would have been very different with any line at this point. Simply the lines are bringing the ships to US mainland to offer cruises closer to home for US residents because they believe that we will not wish to go to far in future months. All lines have also been less than helpful with some areas dealing with cancellations and changes because they are both overwhelmed and trying to limit cancellations as much as possible so they can stay in business. I hope your future cruise plans go better whatever you decide. George in NY – sailing Zenith 10/6 – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice). Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is. We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

So I guess your point is that one should ignore poor service in land operations and focus on having a good cruise. – Hide quoted text — Show quoted text -> Mike & Susan, > Certainly the events of recent weeks required changes be made by ALL > cruiselines and Celebrity should not be singled out. I readily admit I am > not fond of ANY cruiselines land operations, another reason for not booking > directly with a cruiseline. Since you were deaing with so far in the future > you cancelled without any penalty other than the decision to buy into the > Captains Club so you really have no loss and I doubt your experience would > have been very different with any line at this point. Simply the lines are > bringing the ships to US mainland to offer cruises closer to home for US > residents because they believe that we will not wish to go to far in future > months. > All lines have also been less than helpful with some areas dealing with > cancellations and changes because they are both overwhelmed and trying to > limit cancellations as much as possible so they can stay in business. > I hope your future cruise plans go better whatever you decide. > George in NY – sailing Zenith 10/6 > What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended > stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 > "change" > fee… even if there was no "change" involved (due to plenty of notice). > Of > course, your reservations agent can’t deal with this department, you must > do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at > a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those > who > have already made their deposit are not eligible.  Of course, the > Captain’s > Club is another department and your reservations agent can’t interface > with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the > price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is. > We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking > has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to > Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was > just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment. Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered > no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one > to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at > least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too > exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better > check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

>What a story to tell…..

Yes, it was!   I am so sorry.   I sure hope something turns out right for you. ;o)                                                     I>                                                     I                                               DiPSHiP3 /                                            ~Lindy& Dave~

Response:

We have had our cruise in March 2002 on Celebrity changed too.  We already have bought our airfare separately too.  So what!!! how could anyone expect things to remain the same after all that has happened. Sit still, chill out and wait and see what happens.  You haven’t lost anything yet. Think of all the horror that has happened in the last few weeks, your problems pale in comparison. Andy…not very sympathetic on this one… – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice).  Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is.  We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

Yes, group, it was $35 / couple.  I had just remembered it as $35 pp but $35 per couple was correct. Mike — – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice). Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is. We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

Sorry to hear about your trouble, we went last year on both the eastern and western caribbean trip back to back on the Century and had absolutely no problems with Celebrity, obviously different circumstances though. I can feel for you, being booked for a week on the NCL Majesty then going on the Sea Princess the following week this Feb. 2002 we were quite upset that Princess cancelled our Caribbean cruise.They automatically booked us on the Dawn Princess which leaves on a Saturday not a Sunday and a measly $50 credit. I sent them an email last Monday to explain to them that this will not work due to the back to back nature of our cruises hoping for some explanation or an apology. I knew that there is nothing they could do the least they could have done was acknowledged my email. To date absolutely nothing. My first experience with Princess leaves a little to be desired. Too bad we were quite looking forward to the Sea Princess, doubt the Majesty can match it in any category, should be fun nonetheless. …Ron – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice). Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is. We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

But why book direct with the cruiseline? I’ve never heard a good reason to do this since the TA works for the cruiser. To the cruiseline, you are but one cruise; the TA is responsible for possilby 100’s of cruises per year.  Who do you think is more important to the line? Also, generally the TA will offer better prices and certainly more personal service.

Response:

     If you paid your Club fee with a credit card, try getting it back from the credit card company.  Tell them the charge was made in conjunction with a cruise that was not delivered.  Since the same company that didn’t deliver your cruise also owns the Captain’s Club, you may have a case for a charge back.      In any case, whether you win or lose, you’ll have the satisfaction of costing Celeb some extra work. Regards, HB – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice).  Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is.  We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

>Where’s your travel agent??

Hi Jeff, They said they bypassed the agent and booked directly.  Cruise lines are not set up to deal directly as this post so aptly illustrates. Best regards from onboard the  Voyager of the Seas, Ray LIGHTHOUSE TRAVEL 800-719-9917 or 805-566-3905 http://www.lighthousetravel.com

Response:

Captain’s club is $35 per family so why $70? Also entitled you to a 1 cat upgrade on future cruises (usually) so usually worth it where was your ta during all this? — Sheree – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice). Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is. We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

So sorry to hear about your troubles — what a nightmare.  However, we were considering the fall Transatlantic cruise going the other direction, so I guess we can write that one off too. – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice). Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is. We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

What a story to tell….. We booked a 14 day transatlantic cruise to Barcelona on the Millennium for April 2002.  This was booked directly with Celebrity in July, 2001. We overlooked the "nickel and dime" charges we have been hearing about in regards to the AquaSpa pool and the gourmet dining room. The first problem to arise was that Celebrity said they weren’t ready with the extended packages so we could book the cruise but not the extended stay. The catch was that if we liked their offering, there was no problem but if we didn’t like their extended stay offering and wanted to book our own we had to deal with the "Air Execptions" department and accept a $100 "change" fee… even if there was no "change" involved (due to plenty of notice).  Of course, your reservations agent can’t deal with this department, you must do it yourself and then only by FAX as they won’t speak to you on the phone. Sorry, no exceptions. Secondly, the reservations agent recommended joining the Captain’s Club at a cost of $70 assuring us that the club newsletter would have forthcoming discount coupons which could be applied towards our fare.  We paid the membership fee, got discount coupons, and read the rules which say those who have already made their deposit are not eligible.  Of course, the Captain’s Club is another department and your reservations agent can’t interface with them either. We wait for the "Sea and Stay" information promised two months earlier and after two more phone calls finally get a general catalog in the mail relating to our sailing.  It has a 2 column inch section on the extended stays.  We call back again to book the extended stay to find that the price is about 20% higher than published in the brand new, just printed brochure we received the same week.  No explanation, that is just the way it is.  We swallow hard and book another grand in extended stay extras. We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, Celebrity issues a press release indicating the Millennium is no longer going to Europe for the 2002 season.  On Wednesday, I notice our booking has disappeared from the web sites but as late as Saturday the reservations agents insisted our booking was good. Well, on Saturday I send an email asking what is going on.  You see, I had not yet seen this newsgroup postings or the press releases.  It was very strange since the reservations agents were saying everything is on but it really wasn’t.  I received a reply within two hours telling me the transatlantic crossing could no longer be booked and to call a special "help" desk. We called the special help number and went into a customer service queue where we waited for THREE HOURS and never got an answer.  "All customer service representatives are helping other customers….". While still waiting on the "help" line, we used another phone line to call back the reservations line.  They were still insisting our transatlantic crossing to Barcelona booking was good.  After telling reservations we had an email from them saying it was not sailing, the agent checked with a supervisor.  New story. We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just done.  Knowing things have been somewhat chaotic, we asked when we would have been notified.  The answer:  "After you sent your final payment.  Not before." Celebrity’s position was we were to be rerouted, cut by six days, offered no reduction in fare, and didn’t need to know until we sent them the final payment.  We don’t understand but Celebrity really had us paying for hotel rooms in Barcelona but sailing to the Eastern Caribbean. We cancelled through the reservations desk and expect the return of our deposit.  I guess we are out the $70 club fee we were sold.  We never got through to the help desk and later in the day a reservations agent told us they weren’t answering the phone on Saturday in that department.  The reservations agent thought it might have been a mistake that the call was accepted and placed in a queue as we should have gotten a "closed" recording.  Again, sorry you had to listen to elevator music for three hours. No notice, no appologies, no attempt to retain our business, and  no one to talk to about the situation. We thought we might write to Celebrity and elicit some sympathy or at least a reasonable explanation but in reallity, it is the cruising public who should know our story.  Celebrity didn’t seem to care. We previously enjoyed sailing on Celebrity but I think we are too exhausted from this experience to try them again. I am certainly disappointed in Celebrity Cruise Lines.  You had better check on your reservation. Michael & Susan Brubaker Dayton, Ohio

Response:

Where’s your travel agent?? Sorry to hear about all the run arounds! Jeff – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice).  Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is.  We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

– Travels With Jeff & Robert "http://members.bellatlantic.net/~m12q47"

Response:

In most metropolitan areas at least one TV station will have a consumer help program.  Your "nightmare" story is the type of thing we used to love.  Why not give them a call about your problem.  I will bet they can get your $70 back as well. Wally Samuelson Retired Consumer Advisor ABCNews Channel 7 San Francisco

Response:

Oh, meant to mention, the Captain’s club should be only $35 for a couple I think!??   Jeff

Response:

I found your tale most interesting.  We are disappointed with Celebrity’s attitude. When I called them to ask for an email address so that I could explain why we had to cancel our 9/29 transatlantic cruise, I was informed that there was no email but that I could FAX Mr. Richard Fain and they gave me his FAX number. Well I wrote him what I thought was an important letter and requested that he reply and advise me whether or not we could postpone our cruise. To date, he has not only never answered me but I am sorry to say that we cancelled our journey. Not sorry that we didn’t go as I had legitimate reasons . I took 3rd party insurance and am now trying to recoup some of our fare but haven’t too much hope. If Celebrity treated you as you have described, maybe I am happy that we didn’t sail with them and when the world is sane again, hope to cruise again but will go back to HAL or Princess. rosaly – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice).  Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is.  We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

What a story to tell….. We booked a 14 day transatlantic cruise to Barcelona on the Millennium for April 2002.  This was booked directly with Celebrity in July, 2001. We overlooked the "nickel and dime" charges we have been hearing about in regards to the AquaSpa pool and the gourmet dining room. The first problem to arise was that Celebrity said they weren’t ready with the extended packages so we could book the cruise but not the extended stay. The catch was that if we liked their offering, there was no problem but if we didn’t like their extended stay offering and wanted to book our own we had to deal with the "Air Execptions" department and accept a $100 "change" fee… even if there was no "change" involved (due to plenty of notice).  Of course, your reservations agent can’t deal with this department, you must do it yourself and then only by FAX as they won’t speak to you on the phone. Sorry, no exceptions. Secondly, the reservations agent recommended joining the Captain’s Club at a cost of $70 assuring us that the club newsletter would have forthcoming discount coupons which could be applied towards our fare.  We paid the membership fee, got discount coupons, and read the rules which say those who have already made their deposit are not eligible.  Of course, the Captain’s Club is another department and your reservations agent can’t interface with them either. We wait for the "Sea and Stay" information promised two months earlier and after two more phone calls finally get a general catalog in the mail relating to our sailing.  It has a 2 column inch section on the extended stays.  We call back again to book the extended stay to find that the price is about 20% higher than published in the brand new, just printed brochure we received the same week.  No explanation, that is just the way it is.  We swallow hard and book another grand in extended stay extras. We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, Celebrity issues a press release indicating the Millennium is no longer going to Europe for the 2002 season.  On Wednesday, I notice our booking has disappeared from the web sites but as late as Saturday the reservations agents insisted our booking was good. Well, on Saturday I send an email asking what is going on.  You see, I had not yet seen this newsgroup postings or the press releases.  It was very strange since the reservations agents were saying everything is on but it really wasn’t.  I received a reply within two hours telling me the transatlantic crossing could no longer be booked and to call a special "help" desk. We called the special help number and went into a customer service queue where we waited for THREE HOURS and never got an answer.  "All customer service representatives are helping other customers….". While still waiting on the "help" line, we used another phone line to call back the reservations line.  They were still insisting our transatlantic crossing to Barcelona booking was good.  After telling reservations we had an email from them saying it was not sailing, the agent checked with a supervisor.  New story. We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just done.  Knowing things have been somewhat chaotic, we asked when we would have been notified.  The answer:  "After you sent your final payment.  Not before." Celebrity’s position was we were to be rerouted, cut by six days, offered no reduction in fare, and didn’t need to know until we sent them the final payment.  We don’t understand but Celebrity really had us paying for hotel rooms in Barcelona but sailing to the Eastern Caribbean. We cancelled through the reservations desk and expect the return of our deposit.  I guess we are out the $70 club fee we were sold.  We never got through to the help desk and later in the day a reservations agent told us they weren’t answering the phone on Saturday in that department.  The reservations agent thought it might have been a mistake that the call was accepted and placed in a queue as we should have gotten a "closed" recording.  Again, sorry you had to listen to elevator music for three hours. No notice, no appologies, no attempt to retain our business, and  no one to talk to about the situation. We thought we might write to Celebrity and elicit some sympathy or at least a reasonable explanation but in reallity, it is the cruising public who should know our story.  Celebrity didn’t seem to care. We previously enjoyed sailing on Celebrity but I think we are too exhausted from this experience to try them again. I am certainly disappointed in Celebrity Cruise Lines.  You had better check on your reservation. Michael & Susan Brubaker Dayton, Ohio

Response:

Where’s your travel agent?? Sorry to hear about all the run arounds! Jeff – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice).  Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is.  We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

– Travels With Jeff & Robert "http://members.bellatlantic.net/~m12q47"

Response:

In most metropolitan areas at least one TV station will have a consumer help program.  Your "nightmare" story is the type of thing we used to love.  Why not give them a call about your problem.  I will bet they can get your $70 back as well. Wally Samuelson Retired Consumer Advisor ABCNews Channel 7 San Francisco

Response:

Oh, meant to mention, the Captain’s club should be only $35 for a couple I think!??   Jeff

Response:

I found your tale most interesting.  We are disappointed with Celebrity’s attitude. When I called them to ask for an email address so that I could explain why we had to cancel our 9/29 transatlantic cruise, I was informed that there was no email but that I could FAX Mr. Richard Fain and they gave me his FAX number. Well I wrote him what I thought was an important letter and requested that he reply and advise me whether or not we could postpone our cruise. To date, he has not only never answered me but I am sorry to say that we cancelled our journey. Not sorry that we didn’t go as I had legitimate reasons . I took 3rd party insurance and am now trying to recoup some of our fare but haven’t too much hope. If Celebrity treated you as you have described, maybe I am happy that we didn’t sail with them and when the world is sane again, hope to cruise again but will go back to HAL or Princess. rosaly – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice).  Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is.  We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

So sorry to hear about your troubles — what a nightmare.  However, we were considering the fall Transatlantic cruise going the other direction, so I guess we can write that one off too. – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice). Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is. We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

>Where’s your travel agent??

Hi Jeff, They said they bypassed the agent and booked directly.  Cruise lines are not set up to deal directly as this post so aptly illustrates. Best regards from onboard the  Voyager of the Seas, Ray LIGHTHOUSE TRAVEL 800-719-9917 or 805-566-3905 http://www.lighthousetravel.com

Response:

Captain’s club is $35 per family so why $70? Also entitled you to a 1 cat upgrade on future cruises (usually) so usually worth it where was your ta during all this? — Sheree – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice). Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is. We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

But why book direct with the cruiseline? I’ve never heard a good reason to do this since the TA works for the cruiser. To the cruiseline, you are but one cruise; the TA is responsible for possilby 100’s of cruises per year.  Who do you think is more important to the line? Also, generally the TA will offer better prices and certainly more personal service.

Response:

     If you paid your Club fee with a credit card, try getting it back from the credit card company.  Tell them the charge was made in conjunction with a cruise that was not delivered.  Since the same company that didn’t deliver your cruise also owns the Captain’s Club, you may have a case for a charge back.      In any case, whether you win or lose, you’ll have the satisfaction of costing Celeb some extra work. Regards, HB – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice).  Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is.  We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

Yes, group, it was $35 / couple.  I had just remembered it as $35 pp but $35 per couple was correct. Mike — – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice). Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is. We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

Sorry to hear about your trouble, we went last year on both the eastern and western caribbean trip back to back on the Century and had absolutely no problems with Celebrity, obviously different circumstances though. I can feel for you, being booked for a week on the NCL Majesty then going on the Sea Princess the following week this Feb. 2002 we were quite upset that Princess cancelled our Caribbean cruise.They automatically booked us on the Dawn Princess which leaves on a Saturday not a Sunday and a measly $50 credit. I sent them an email last Monday to explain to them that this will not work due to the back to back nature of our cruises hoping for some explanation or an apology. I knew that there is nothing they could do the least they could have done was acknowledged my email. To date absolutely nothing. My first experience with Princess leaves a little to be desired. Too bad we were quite looking forward to the Sea Princess, doubt the Majesty can match it in any category, should be fun nonetheless. …Ron – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice). Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is. We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

>What a story to tell…..

Yes, it was!   I am so sorry.   I sure hope something turns out right for you. ;o)                                                     I>                                                     I                                               DiPSHiP3 /                                            ~Lindy& Dave~

Response:

We have had our cruise in March 2002 on Celebrity changed too.  We already have bought our airfare separately too.  So what!!! how could anyone expect things to remain the same after all that has happened. Sit still, chill out and wait and see what happens.  You haven’t lost anything yet. Think of all the horror that has happened in the last few weeks, your problems pale in comparison. Andy…not very sympathetic on this one… – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice).  Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is.  We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

This is the biggest fraud about the captain’s club. All other FREE cruise line repeaters clubs offer automatic upgrades. I was upgraded at least 2 or 3 categories by NCL for my last 3 cruises with them. No extra charge for the Latitudes club. THAT’s worth it. Warren Sheree said: – Hide quoted text — Show quoted text ->Captain’s club is $35 per family so why $70? >Also entitled you to a 1 cat upgrade on future cruises (usually) so usually >worth it

Response:

Capt.Club is $35 for family,You were screwed if you paid $70! MACAW

Response:

Write your story and complaint to ITN [International Travel News] definitely. If you’re not acquainted with this best and well-read travel magazine and don’t have their address, write me. IWG The palest ink is better than the best memory.     –Chinese proverb There is no end to collecting books.    –Book of Ecclesiastes  To three possessions shalt thou look: Acquire a field, a friend, a book.    –Samuel haNagid, Vizier to the King of Granada

Response:

Mike & Susan, Certainly the events of recent weeks required changes be made by ALL cruiselines and Celebrity should not be singled out. I readily admit I am not fond of ANY cruiselines land operations, another reason for not booking directly with a cruiseline. Since you were deaing with so far in the future you cancelled without any penalty other than the decision to buy into the Captains Club so you really have no loss and I doubt your experience would have been very different with any line at this point. Simply the lines are bringing the ships to US mainland to offer cruises closer to home for US residents because they believe that we will not wish to go to far in future months. All lines have also been less than helpful with some areas dealing with cancellations and changes because they are both overwhelmed and trying to limit cancellations as much as possible so they can stay in business. I hope your future cruise plans go better whatever you decide. George in NY – sailing Zenith 10/6 – Hide quoted text — Show quoted text -> What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice). Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is. We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

So I guess your point is that one should ignore poor service in land operations and focus on having a good cruise. – Hide quoted text — Show quoted text -> Mike & Susan, > Certainly the events of recent weeks required changes be made by ALL > cruiselines and Celebrity should not be singled out. I readily admit I am > not fond of ANY cruiselines land operations, another reason for not booking > directly with a cruiseline. Since you were deaing with so far in the future > you cancelled without any penalty other than the decision to buy into the > Captains Club so you really have no loss and I doubt your experience would > have been very different with any line at this point. Simply the lines are > bringing the ships to US mainland to offer cruises closer to home for US > residents because they believe that we will not wish to go to far in future > months. > All lines have also been less than helpful with some areas dealing with > cancellations and changes because they are both overwhelmed and trying to > limit cancellations as much as possible so they can stay in business. > I hope your future cruise plans go better whatever you decide. > George in NY – sailing Zenith 10/6 > What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended > stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 > "change" > fee… even if there was no "change" involved (due to plenty of notice). > Of > course, your reservations agent can’t deal with this department, you must > do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at > a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those > who > have already made their deposit are not eligible.  Of course, the > Captain’s > Club is another department and your reservations agent can’t interface > with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the > price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is. > We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking > has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to > Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was > just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment. Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered > no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one > to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at > least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too > exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better > check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

> Captain’s club is $35 per family so why $70?

Celeb. should refund your Captain’s Club fee — if you’ve never cruised on Celeb., you aren’t eligible for membership. If you have cruised with Celeb., then you should be entitled to a $35 refund, the price per couple.  You were schnitzeled if you paid $70. MisterEd <— 4 good Celeb. experiences, all through good, cruise only TA’s.

Response:

That’s correct Jeff. They only need to pay the additional $35.00 if they get a divorce! Carole

– Hide quoted text — Show quoted text -> Oh, meant to mention, the Captain’s club should be only $35 for a couple > I think!?? > Jeff

Response:

Rosaly, did you book directly with the line or use a travel agent? If you used an agent, you should have let them handle it. Right now, they have HUMONGOUS problems to deal with. I’m not saying that your cancellation isn’t important, but you do need to put things into perspective. Carole

– Hide quoted text — Show quoted text -> I found your tale most interesting.  We are disappointed with > Celebrity’s attitude. > When I called them to ask for an email address so that I could explain > why we had to cancel our 9/29 transatlantic cruise, I was informed that > there was no email but that I could FAX Mr. Richard Fain and they gave > me his FAX number. > Well I wrote him what I thought was an important letter and requested > that he reply and advise me whether or not we could postpone our cruise. > To date, he has not only never answered me but I am sorry to say that we > cancelled our journey. Not sorry that we didn’t go as I had legitimate > reasons . I took 3rd party insurance and am now trying to recoup some of > our fare but haven’t too much hope. > If Celebrity treated you as you have described, maybe I am happy that we > didn’t sail with them and when the world is sane again, hope to cruise > again but will go back to HAL or Princess. > rosaly > What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 "change" > fee… even if there was no "change" involved (due to plenty of notice). Of > course, your reservations agent can’t deal with this department, you must do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those who > have already made their deposit are not eligible.  Of course, the Captain’s > Club is another department and your reservations agent can’t interface with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is. We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment. Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

Response:

No, one should buy the cruise from the cruiseline (using a travel agent, cruise only preferred) and do everything else, air, land arrangements and third party insurance yourself. You’ve got the internet as a resource, use it. Carole

– Hide quoted text — Show quoted text -> So I guess your point is that one should ignore poor service in land > operations and focus on having a good cruise. > Mike & Susan, > Certainly the events of recent weeks required changes be made by ALL > cruiselines and Celebrity should not be singled out. I readily admit I am > not fond of ANY cruiselines land operations, another reason for not > booking > directly with a cruiseline. Since you were deaing with so far in the > future > you cancelled without any penalty other than the decision to buy into the > Captains Club so you really have no loss and I doubt your experience would > have been very different with any line at this point. Simply the lines are > bringing the ships to US mainland to offer cruises closer to home for US > residents because they believe that we will not wish to go to far in > future > months. > All lines have also been less than helpful with some areas dealing with > cancellations and changes because they are both overwhelmed and trying to > limit cancellations as much as possible so they can stay in business. > I hope your future cruise plans go better whatever you decide. > George in NY – sailing Zenith 10/6 > > What a story to tell….. > > We booked a 14 day transatlantic cruise to Barcelona on the Millennium > for > > April 2002.  This was booked directly with Celebrity in July, 2001. > > We overlooked the "nickel and dime" charges we have been hearing about > in > > regards to the AquaSpa pool and the gourmet dining room. > > The first problem to arise was that Celebrity said they weren’t ready > with > > the extended packages so we could book the cruise but not the extended > stay. > > The catch was that if we liked their offering, there was no problem but > if > > we didn’t like their extended stay offering and wanted to book our own > we > > had to deal with the "Air Execptions" department and accept a $100 > "change" > > fee… even if there was no "change" involved (due to plenty of notice). > Of > > course, your reservations agent can’t deal with this department, you > must > do > > it yourself and then only by FAX as they won’t speak to you on the > phone. > > Sorry, no exceptions. > > Secondly, the reservations agent recommended joining the Captain’s Club > at > a > > cost of $70 assuring us that the club newsletter would have forthcoming > > discount coupons which could be applied towards our fare.  We paid the > > membership fee, got discount coupons, and read the rules which say those > who > > have already made their deposit are not eligible.  Of course, the > Captain’s > > Club is another department and your reservations agent can’t interface > with > > them either. > > We wait for the "Sea and Stay" information promised two months earlier > and > > after two more phone calls finally get a general catalog in the mail > > relating to our sailing.  It has a 2 column inch section on the extended > > stays.  We call back again to book the extended stay to find that the > price > > is about 20% higher than published in the brand new, just printed > brochure > > we received the same week.  No explanation, that is just the way it is. > We > > swallow hard and book another grand in extended stay extras. > > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > > Celebrity issues a press release indicating the Millennium is no longer > > going to Europe for the 2002 season.  On Wednesday, I notice our booking > has > > disappeared from the web sites but as late as Saturday the reservations > > agents insisted our booking was good. > > Well, on Saturday I send an email asking what is going on.  You see, I > had > > not yet seen this newsgroup postings or the press releases.  It was very > > strange since the reservations agents were saying everything is on but > it > > really wasn’t.  I received a reply within two hours telling me the > > transatlantic crossing could no longer be booked and to call a special > > "help" desk. > > We called the special help number and went into a customer service queue > > where we waited for THREE HOURS and never got an answer.  "All customer > > service representatives are helping other customers….". > > While still waiting on the "help" line, we used another phone line to > call > > back the reservations line.  They were still insisting our transatlantic > > crossing to Barcelona booking was good.  After telling reservations we > had > > an email from them saying it was not sailing, the agent checked with a > > supervisor.  New story. > > We have been rebooked, not on our 14 day transatlantic cruise to > Barcelona, > > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was > just > > done.  Knowing things have been somewhat chaotic, we asked when we would > > have been notified.  The answer:  "After you sent your final payment. > Not > > before." > > Celebrity’s position was we were to be rerouted, cut by six days, > offered > no > > reduction in fare, and didn’t need to know until we sent them the final > > payment.  We don’t understand but Celebrity really had us paying for > hotel > > rooms in Barcelona but sailing to the Eastern Caribbean. > > We cancelled through the reservations desk and expect the return of our > > deposit.  I guess we are out the $70 club fee we were sold.  We never > got > > through to the help desk and later in the day a reservations agent told > us > > they weren’t answering the phone on Saturday in that department.  The > > reservations agent thought it might have been a mistake that the call > was > > accepted and placed in a queue as we should have gotten a "closed" > > recording.  Again, sorry you had to listen to elevator music for three > > hours. > > No notice, no appologies, no attempt to retain our business, and  no one > to > > talk to about the situation. > > We thought we might write to Celebrity and elicit some sympathy or at > least > > a reasonable explanation but in reallity, it is the cruising public who > > should know our story.  Celebrity didn’t seem to care. > > We previously enjoyed sailing on Celebrity but I think we are too > exhausted > > from this experience to try them again. > > I am certainly disappointed in Celebrity Cruise Lines.  You had better > check > > on your reservation. > > Michael & Susan Brubaker > > Dayton, Ohio

Response:

I find the Mike and Susan story pretty incredible and certainly no credit to Celebrity…and what wonderful publicity for the ASTA crowd! – Hide quoted text — Show quoted text ->Mike & Susan, >Certainly the events of recent weeks required changes be made by ALL >cruiselines and Celebrity should not be singled out. I readily admit I am >not fond of ANY cruiselines land operations, another reason for not booking >directly with a cruiseline. Since you were deaing with so far in the future >you cancelled without any penalty other than the decision to buy into the >Captains Club so you really have no loss and I doubt your experience would >have been very different with any line at this point. Simply the lines are >bringing the ships to US mainland to offer cruises closer to home for US >residents because they believe that we will not wish to go to far in future >months. >All lines have also been less than helpful with some areas dealing with >cancellations and changes because they are both overwhelmed and trying to >limit cancellations as much as possible so they can stay in business. >I hope your future cruise plans go better whatever you decide. >George in NY – sailing Zenith 10/6 > What a story to tell….. > We booked a 14 day transatlantic cruise to Barcelona on the Millennium for > April 2002.  This was booked directly with Celebrity in July, 2001. > We overlooked the "nickel and dime" charges we have been hearing about in > regards to the AquaSpa pool and the gourmet dining room. > The first problem to arise was that Celebrity said they weren’t ready with > the extended packages so we could book the cruise but not the extended >stay. > The catch was that if we liked their offering, there was no problem but if > we didn’t like their extended stay offering and wanted to book our own we > had to deal with the "Air Execptions" department and accept a $100 >"change" > fee… even if there was no "change" involved (due to plenty of notice). >Of > course, your reservations agent can’t deal with this department, you must >do > it yourself and then only by FAX as they won’t speak to you on the phone. > Sorry, no exceptions. > Secondly, the reservations agent recommended joining the Captain’s Club at >a > cost of $70 assuring us that the club newsletter would have forthcoming > discount coupons which could be applied towards our fare.  We paid the > membership fee, got discount coupons, and read the rules which say those >who > have already made their deposit are not eligible.  Of course, the >Captain’s > Club is another department and your reservations agent can’t interface >with > them either. > We wait for the "Sea and Stay" information promised two months earlier and > after two more phone calls finally get a general catalog in the mail > relating to our sailing.  It has a 2 column inch section on the extended > stays.  We call back again to book the extended stay to find that the >price > is about 20% higher than published in the brand new, just printed brochure > we received the same week.  No explanation, that is just the way it is. >We > swallow hard and book another grand in extended stay extras. > We get a revised confirmation by FAX on Monday.  On Tuesday, 9/25/01, > Celebrity issues a press release indicating the Millennium is no longer > going to Europe for the 2002 season.  On Wednesday, I notice our booking >has > disappeared from the web sites but as late as Saturday the reservations > agents insisted our booking was good. > Well, on Saturday I send an email asking what is going on.  You see, I had > not yet seen this newsgroup postings or the press releases.  It was very > strange since the reservations agents were saying everything is on but it > really wasn’t.  I received a reply within two hours telling me the > transatlantic crossing could no longer be booked and to call a special > "help" desk. > We called the special help number and went into a customer service queue > where we waited for THREE HOURS and never got an answer.  "All customer > service representatives are helping other customers….". > While still waiting on the "help" line, we used another phone line to call > back the reservations line.  They were still insisting our transatlantic > crossing to Barcelona booking was good.  After telling reservations we had > an email from them saying it was not sailing, the agent checked with a > supervisor.  New story. > We have been rebooked, not on our 14 day transatlantic cruise to >Barcelona, > but on an 8 day Eastern Caribbean route.  No notice, no contact, it was >just > done.  Knowing things have been somewhat chaotic, we asked when we would > have been notified.  The answer:  "After you sent your final payment.  Not > before." > Celebrity’s position was we were to be rerouted, cut by six days, offered >no > reduction in fare, and didn’t need to know until we sent them the final > payment.  We don’t understand but Celebrity really had us paying for hotel > rooms in Barcelona but sailing to the Eastern Caribbean. > We cancelled through the reservations desk and expect the return of our > deposit.  I guess we are out the $70 club fee we were sold.  We never got > through to the help desk and later in the day a reservations agent told us > they weren’t answering the phone on Saturday in that department.  The > reservations agent thought it might have been a mistake that the call was > accepted and placed in a queue as we should have gotten a "closed" > recording.  Again, sorry you had to listen to elevator music for three > hours. > No notice, no appologies, no attempt to retain our business, and  no one >to > talk to about the situation. > We thought we might write to Celebrity and elicit some sympathy or at >least > a reasonable explanation but in reallity, it is the cruising public who > should know our story.  Celebrity didn’t seem to care. > We previously enjoyed sailing on Celebrity but I think we are too >exhausted > from this experience to try them again. > I am certainly disappointed in Celebrity Cruise Lines.  You had better >check > on your reservation. > Michael & Susan Brubaker > Dayton, Ohio

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