CrusinTim
Contributor Level: Cruise Director

Review by HermanBarbara

Beautiful places with great touring opportunities, but not so much with their tours

In response to review, CrusinTim says ...

I can not understand how a cruise line can put crew at the customer service desk that has absolutely NO insight on the cruise. You are on a 13 day cruise and the crew don't even know what's going on? That's sad. If your on an ANY amount day's cruise, the one spot on the ship you depend on for answers to anything is the customer service desk!! I would think this is the one of the major areas the line would make sure they have trained and informed crew. For a crew member at the customer service desk to answer "I don't know" is NOT an answer!!

Tags: Celebrity Equinox Celebrity Cruises Europe - Western Mediterranean

3 Answers

HermanBarbara
Contributor Level: Second Mate

And always be careful when they give answers like "it's probably a 15-20 minute walk".  In the Olympics that's probably three miles. And you have to know where you're going to get there in that time. And it would really help if you knew that the answer you were getting was based on knowledge or canned answers.

Part of the problem may have been that there were a lot of Spanish guests on the cruise, so there were a mix of crew who spoke English and some Spanish, and some who spoke Spanish and some English. Regardless, the training levels seemed pretty low.

It's really easy to distribute maps that show rough distances from the ship to really local spots.  And it's also easy to say at the beginning of the cruise that in one port you're not going to be near anything, so plan on making transfer plans.

Some of the support people were very helpful. It's just that you don't know who to pick; and you don't know whether you've been given fact or impression.

glomarrone
Contributor Level: Admiral

Wow, I have only had good experience on Celebrity.  I have to admit, though,  that I always take the ship sponsored shore excursions.  I hope that you have a better experience on your next cruise. 

HermanBarbara
Contributor Level: Second Mate

This was our third Celebrity cruise -- the others were better!  It occurred to me that this may not have been a regular itinerary for the ship and they just didn't have experience in some of these locations. In the past I've had better info from the customer service people.

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