Jay
We have been using Cruise compete for…
We have been using Cruise compete for many years and have never been disappointed until now. We booked with Cruiser Travels for a family of 10 Alaska cruise with Celebrity. Our Agent is/was Felix. It started off very well when we initially called him on a Friday afternoon. He took all the names, etc and stated that although his office was closed on Saturday and Sunday he would come into office in AM on Saturday to input all the data and he would call me when it was done. He is located on East coast while we are in California. He called us at 05:30 on Saturday morning. Now is that totally inappropriate or what...I could use other words. When i tried reaching him by way of phone and e-mail I discovered that he was gone for a week or so and it seemed that no one ever picked up the phone in their office. It was always a message saying they would get back. Wrong ! I finally got a-hold of Jeremy in Customer Relations who was very helpful. There web site is terrible, however, in that I cannot access my invoice on-line. Remind me not to use Cruiser Travels in the future.
Response from CruiseCompeteJan 31, 2024
Dear Jay, Thank you for sharing your recent experience with Cruiser Travels and your booking with Celebrity for an Alaska cruise. We're truly sorry to hear about the inconvenience you've encountered, and we understand how frustrating it must have been. First and foremost, we sincerely apologize for any inappropriate timing of calls you experienced with Felix. We agree that a call at 05:30 AM is far from ideal and should not have occurred. We will address this matter with CT team to ensure such instances do not happen again in the future. Furthermore, we regret the difficulty you faced in reaching CT office while Felix was away. It is their priority to provide timely assistance to all our clients, and it seems there was a lapse in our communication during that period. We appreciate your patience in connecting with Jeremy in Customer Relations and are glad to hear that he was able to assist you effectively. Your feedback is valuable to us, and we appreciate you bringing these issues to our attention. We take your concerns seriously, and we will use them as an opportunity to enhance the services CT for the future. We understand your hesitation about using Cruiser Travels again. Please consider CruiseCompete in the future. Once again, we apologize for any inconvenience you've faced, and we appreciate your understanding and patience. If you have any further questions or concerns, please do not hesitate to reach out to us. We are here to assist you in any way we can. Sincerely, Heidi / president CruiseCompete