My wife and I have just returned from a cruise on the Celebrity Summit. It was a cruise that we were anticipating being a wonderful experience, but were deeply disappointed by a number of failures to meet what I expected as basic requirements and standards.

We were surprised to receive our Flight/Cruise documentation only 7 days before the start of our vacation, a photo copy of a document relevant to travel details only with no information regarding the cruise etc. Ownership of a computer and knowledge of how to browse a poorly structured web site was needed to access any other information, not a very good model for customer relations. Many of our fellow travellers had no knowledge of shore excursions etc.

Our transit to the ship over a 2 day period was carried out with no contact with a Celebrity Representative, at the London Airport, Newark Airport, overnight hotel accommodation, until 10 mins before boarding the coach for transit to the pier and then only to notify the location of the coaches in the hotel grounds. What an ordeal for a number of people who had to be guided through Newark Airport by other passengers because they had no knowledge of their need to do it yourself policy. Read more