HOLY TOLEDO!!!! What a mess!!
As a T/A it really boils me to hear stuff like this. There is no excuse for bad customer service!! Here are a few suggestions from a trained professional. When dealing with the cruise line (or any company for that matter) maybe this will help someone in the future.
ARM YOURSELF Facts and information are your best weapons.
1) Take copious notes. Note the date and time you called, the person you spoke with; first and last name. If they won't give a last name, and they are not required to, ask for their extension or employee number. How nice it might have been for you when told there was "no record" of your call to have said "Well, I spoke with John Smith last Tuesday at 2:45 PM, I'd like to speak to his supervisor".
2) Make notes of EXACTLY what you were told and or promised.
3) If you do not receive a satisfactory resolution ask for a supervisor. If that is fruitless, ask for the supervisor's supervisor (there's always someone higher up than the person you're talking to).
4) Keep your expectations reasonable. While yours were VERY reasonable, you'd be amazed at what some people expect as a resolution to a problem.
5) KEEP YOUR COOL. It is frustrating and difficult to do that sometimes but it helps. It is much easier for a customer service agent to deal with and assist someone who is calm, collected reasonable than someone who is ranting and raving. Not that you were ranting but believe me it helps your case to remain calm.
60 Mentioning legal action is something that's done all the time. While it feels go to do it, in reality it is usually more costly and time consuming to pursue that course than most people are willing to do and so it rarely happens.
Now, about your cruise. All evidence to the contrary in your case, Celebrity is actually known for its "5 star white glove service". I would agree. I was on Celebrity last August and it was probably the best service I'v eexperienced on a ship....and I've never had bad service. I think most cruise@ddicts would agree with me in saying when you go to the cruise, forget all the atrocious service you have received so far and start with a clean slate. From the moment you step on board and receive your welcome champagne and the white gloved attendand escorts you to your cabin you will experience some of the best service on the seas. I would strongly encourage you not to let your initial experience taint your opinion of the great service I am sure you will receive on board.
Sorry this post is so long but I hope it is helpful to one and all.
Happy Honeymoon!!
Michael
