by Joyce Shavers
August 14, 2008
I have had a terrible experience with Celebrity. I had planned a family reunion with 27 people on Celebrity's Alaskan cruise. When I was told that infants under 6 months of age are not permitted, I reached out to Celebrity's Special Needs Department. I spoke with several supervisors, none of who could explain their policy and respond to my question as to why the threshold is 6 versus 5 months (our baby would have been 5 months old by the time of the cruise).
It was utterly impossible to engage in a meaningful conversation as each of them reiterated, "It's the policy and we don't make exceptions," as the response no matter the question asked. At one point, a Celebrity representative explained that the policy made sense because "babies don't make the decision about whether to cruise, so we (i.e., Celebrity) have to look out for the interests of the baby." When I requested to speak with the person who created the policy, to gain a better understanding, the response was, "He will not speak to you -- he's a Vice President."
I recognize that companies must have policies, but they should make sense and customer-interfacing representatives ought to be able to explain them. I have less of an issue with the policy itself -- my issue is with the lack of competence and professionalism on Celebrity's part. For example, one of the more senior supervisors, Travis, promised to research the issue and call me on August 5. When I called to follow up on August 12, I was told I would receive a return phone call in a few minutes. I did not receive a call from Travis until August 21, over 2-1/2 weeks later. He claimed to have needed extra time to look into the matter. I respect a person's need for more time, but as a matter of good business protocol, he should have called me no later than August 5, as promised, and he should have updated me on the status of my request.
If you are considering Celebrity, but have special requests or needs, I would caution you against cruising with them based on my experience.