Celebrity’s Captain’s Club Moving Points Goalposts? – Updated

I have written a couple of times in the past about how unfair credits are compared to nights and, if the following is true and not just a mistake by someone, then it goes some way to proving it.

Let’s begin by quoting Celebrity’s own information:

How do I earn tier credits?

Unlike other cruise loyalty programs, the Captain’s Club uses tier credits rather than cruises to determine your benefits. We currently offer up to three ways to earn tier credits on a single cruise. This makes it easier for our members to qualify for higher tiers and receive more exclusive benefits.

Earn one credit by sailing with Celebrity Cruises; earn one credit by sailing on an itinerary of 12-nights or longer, including Cruisetours (effective January 1, 2003); and earn one credit by sailing in a Concierge Class stateroom, AquaClass® stateroom, or Suite (effective January 1, 2004).

Maximum of 3 tier credits per sailing. Credits are awarded upon completion of the sailing. We automatically place you in the appropriate category, based on the number of credits you have with us:

Classic: 1 to 4 tier credits.

Select: 5 to 9 tier credits.

Elite: 10 or more tier credits.

Now they do add a disclaimer about terms changing without notice and it seems that have done that within the past couple of weeks or they make it up as they go along.

A week ago I boarded Constellation for a 2 night repositioning and will be doing another cruise next month. Based on sailings and 12 nights or more, that brings my total to 10 points. I emailed both the Captain’s Club and sister line, Royal Caribbean’s Crown & Anchor Society because when I go on Independence of the Seas days later, I would be Diamond. Neither of them told me I would NOT receive a credit for this short cruise. These were my replies:

Dear Ms. Dempsey:

Thank you for your e-mail. We apologize for any delay in our response. Once you have begun your sailing on the Celebrity Constellation you will need to contact our Captains Club host on board. They will notify the Loyalty Ambassador onboard the Independence of the Seas advising that you are now a Diamond member. If you have any further questions or concerns, please contact our office directly at 1-800-760-0654.

Ms. Dempsey, we look forward to seeing you, our valued Select Captain’s Club member, onboard soon.

Sincerely,

Natalie Dick
Celebrity Cruises Captains Club

And….

Good morning Ms Dempsey,

Thank you for your email and apologies you did not receive a reply to your
previous email, I would ask we double check the email address you are using
as all emails are usually replied to within 48 hours. The correct email
address is captainsclub.uk@rccl.com.

You currently have 7 points on your Captains Club account, you will
receive 1 point for the 2 night sailing and 2 points for 12 night Wine
cruise bringing you to 10, at that point you will become an Elite member
with Captains Club and through the reciprocal agreement between brand you
will also become a Diamond member. As there is only a few days between the
end of your constellation sailing and the beginning of the independence,
this tier upgrade will not be processed in time. Due to this I would ask
that you contact us again after completion of your Constellation sailing,
referencing this conversation and we will be more than happy to make sure
you receive the full Diamond benefits onboard the Independence.

Also though I would mention I really like your website, some really awesome
photos and information!

Best Regards,

Chris

Crown & Anchor Society
Royal Caribbean International
Loyalty Desk UK & Ireland
Email: crownanchor.uk@rccl.com

Today my friend Ailsa Dixon received this from the Captain’s Club office:

Dear Ms. Dixon:

Thank you for your e-mail. We apologize for any delay in our response. The number of tier credits you have earned with Celebrity Cruises determines your membership level in the Captain s Club. When you have earned your fifth Celebrity tier credit, your membership will advance to Select level. When you have earned your tenth Celebrity tier credit, your membership will advance to the Elite level. (Please note: your membership number will not change.) To review benefits for each tier level, please visit the Captain s Club section at http://www.CelebrityCruises.com.

Our tier credits are accumulated based on how many cruises you complete. Additional credit is earned by completing a twelve night or longer sailing and/or purchasing and sailing in a Concierge Class, Aqua Class or Suite stateroom. According to our records, you have two completed cruises with four tier credits and are currently listed as a Classic member.

Example:
3 to 11 – night cruises = One tier credit
12 – night cruise/cruisetour or longer = Two tier credits (all sailings beginning January 1, 2003 and after)
3 to 11 – night cruises in a Concierge Class, Aqua Class or Suite = Two tier credits (all sailings beginning January 1, 2004 and after)
12 – night and longer cruises in a Concierge Class, Aqua Class or Suite = Three tier credits (all sailings beginning January 1, 2004 and after)

Singles do not receive an additional credit when sailing alone.

Persons under the age of eighteen will still receive credit for their cruises and may enroll in the Captain s Club membership once they are of age.

Hotel packages are not considered a cruisetour and, therefore, will not earn an additional cruise credit.

Should you purchase another guest s cruise, that guest will retain his/her cruise credit.

If you have any further questions regarding this, please let us know and we will be happy to assist you in this matter.

Ms. Dixon, we look forward to seeing you, our valued Classic Captain’s Club member, onboard soon.

Sincerely,

Dee Samms
Celebrity Cruises Captain s Club

ADDITIONAL QUESTIONS? COMMENTS?

Call: 1-800-760-0654, 8 AM-11 PM EST, Monday-Friday; 9 AM-8 PM EST Saturday-Sunday
(Outside the United States or Canada: +1-316-554-5961)
Visit our Web site: http://www.celebrity.com/captainsclub
E-mail us: Captainsclub@celebrity.com
Write us: Captain s Club
P.O. Box 026052
Miami, FL 33102-6052

So which is it? Arse and elbow spring to mind. They, like a few remaining, give you a credit by SAILING, which this was, no mention of length. Cunard have no problem letting you have one for 2 nights. NCL used to credit if you only did 1 night, such as a cruise to nowhere, but thankfully they changed how points are awards. Everyone aboard Constellation paid good money to sail, some in suites. Quite a few were CC members already. Moving the goalposts is completely unfair because everyone was led to believe there would be a credit. It’s bad enough there are too many Elite members as it is. Just take five cruises of 4 nights in Concierge and you reach it. Time to follow Royal Caribbean and give points per NIGHT then fairness prevails. Until you see sense, give us our deserved credit!

Update 13th September 2012: They DO give you a credit for a two night cruise. It is really infuriating Dee Samms, who replied to Ailsa, said we don’t. How many others has she written that to? Come on, Celebrity. Time to overhaul the Captain’s Club so stupid mistakes like this don’t happen and everyone gets what they earned.

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