Celebrity Cruises Customer Service Issues

My wife and I fell ill two days into our cruise due to a cabin attendant entering our room sick the first day. He contaminated our cabin and belongings with his germs, leading us to miss excursions and requiring medical attention on board. I was so sick that I slept on the couch outside the bedroom to avoid disturbing my wife. We are both 75 and bought this trip as a special treat. Upon returning home to New Jersey, we had to see our doctor and are finally starting to feel better after being prescribed medication. We are seeking compensation in the form of a voucher for a future Celebrity cruise. We believe a voucher worth $4,[redacted] would be fair considering the nearly $18,[redacted] we paid for our suite.

Hello, I attempted to purchase a premium drinks package during a 25% off sale window on my cruise, but it didn't apply the discount during checkout. Now, when I try to add the package, it's not available, and the sale banner has disappeared, despite the promotional period mentioned. I believe the initial price should be honored. I followed instructions to contact the USA office from the UK and waited on hold for 30 minutes without a response, which I find frustrating. I'm struggling to reach anyone to resolve this issue, causing me inconvenience and incurring phone charges. Could someone please reach out to assist me with this matter? I am sailing on the Celebrity Summit on April 27th with reservation number [redacted]. -H.

I recently completed a survey for the Celebrity Eclipse cruise to South America from 27 February to 10 March [redacted]. I rated most questions a 10, but there was no option to report sickness or issues encountered. Despite a great cruise, I fell ill with a severe cough and sore throat on the last day and suffered on the flight back to London Gatwick on 11 March. My condition worsened, leading to a chest infection diagnosed by my GP. Many cruisers had similar symptoms during the trip. I am approaching two weeks of illness, still feeling unwell, and undergoing tests. I hope for assistance or information on diagnoses given to other passengers with comparable symptoms during the cruise. Looking forward to a response.

On my recent cruise on Celebrity Equinox, in Room [redacted], I purchased a Stuhrling original watch for $[redacted].00 US, being told it was a 70% discount off the original price. Upon registering my watch with the Company on July 6th, I discovered the actual price was $90.00 US, a $53.00 US difference. Feeling deceived, I am seeking a full refund promptly. It was disheartening to experience false advertising from a reputable company like Celebrity. This incident has tarnished my perception of the otherwise excellent cruise. I am disappointed and considering sharing my story on platforms like YouTube to highlight the poor customer service I have encountered. I hope to receive a response from you soon regarding this matter. Dr. S. Martin Check [redacted]44 Server Anja Exquisites Boutique, 7/5/[redacted]

I was on a Celebrity cruise aboard the Equinox that sailed from 6/29/19 to 7/6/19 from Ft Lauderdale, Florida. Upon returning home, my husband and I fell ill and overlooked a missing suitcase when unloading our car. We have recently started feeling better and realized our American Tourister suitcase with a C-Pap machine inside did not make it back. The bag has two name tags with Charles and Ann Wilkins' information and our address at [redacted] Brush Foot Drive, Sebastian, Fl [redacted]. Our stateroom number was [redacted]. We are seeking assistance in locating our lost luggage. We understand some time has passed, but due to our poor health, we were unaware of the loss. Thank you for your help.

Good afternoon, I am reaching out to request the cancellation of our reservations for the "7 Night Southern Caribbean Holiday" aboard the CELEBRITY SUMMIT on Dec 28th, [redacted]. Unfortunately, we have encountered issues securing U.S. Visas in Moscow, and therefore, we are unable to proceed with our travel plans. Despite multiple attempts to cancel via phone, the time zone difference between Moscow and the U.S. has made it challenging to reach a representative, especially as the offices are closed today, Nov 28th. Attached are the details of our reservations for Caroline Buena, Yuly Apryatin, and Maria Shevtsova. I am willing to provide passport information for all passengers upon request. I kindly ask for your assistance in processing this cancellation, as I have not been successful in reaching an agent over the phone. Thank you for your help. Sincerely, Yuly Apriatin

I've spent the last three days on the phone trying to confirm my full refund for a trip to Singapore that got canceled due to the coronavirus situation. After being promised a refund, I asked for email confirmation and was transferred multiple times, eventually ending up with Caleb, who transferred me to Angel. Angel assured me of an email within 10-20 minutes, but I never received one. When I called back, I was put on hold indefinitely for over 9 minutes with no updates. Now, I'm here in this chat hoping for some resolution. Looking forward to hearing back.

Due to the pandemic and the national advisories against cruising, we made the difficult decision to cancel our cruise to the ABC islands in March. Our group of 4 individuals in 2 rooms recently reached out to rebook the cruise for March [redacted]. However, we were surprised to learn that an additional $[redacted].00 deposit would be required to secure the new booking. We are in a tough spot financially, having already paid in full for the cancelled rooms. We respectfully request that the cancellation vouchers be applied towards the new booking and the additional deposit be waived. Requiring us to come up with an extra $[redacted].00 is burdensome, especially considering the losses we have already incurred on airfare and trip insurance. We believe that given the circumstances surrounding the coronavirus, it is unfair for us to be penalized in this manner. Your understanding and assistance in this matter would be greatly appreciated. Sincerely, Karen D.

Booking [redacted]: I just want to share my experience with Celebrity cruise. They required a fit-to-travel document for travelers over 70 on my booking, which influenced my decision. After receiving an email and considering the quick spread of Covid-19, I decided to cancel on 3/13. Shortly after, on 3/15, Celebrity ended all cruises worldwide. I received future cruise credit on 4/12. I'm wondering why they didn't offer a total refund instead of just credit, since they canceled sailing shortly after I did.

Our cruise scheduled on the Celebrity Silhouette to the Baltics on 16 May was canceled due to Covid. We made the booking through Planet Cruise. Despite numerous attempts through calls and emails, we have not received our refund well past the 90-day mark. Last communication with the company promised a refund by 10 August, which has not been received. This lack of communication and respect is deeply troubling. We have traveled with Celebrity often but this experience with the agent has been disappointing. We are owed a significant amount of £4,[redacted].00 since paying in February, and as pensioners, it is a considerable sum to be waiting for.

Subject: Difficulty Contacting Celebrity & Cruise.com for Refund Assistance Hello, I am reaching out regarding a booking issue with Celebrity Reflection®. I am unable to connect through the phone due to extensive waiting times. My husband, J.C. Kearns, and I made down payments on two cruises scheduled for April 9 - April 19, [redacted]. The booking numbers for these cruises are [redacted]. We encountered confusion as we intended to gift one cruise to Penny B. and keep the other for ourselves to sail to Bermuda together. However, we couldn't locate the reservation with Cruise.com, and Celebrity also had no record of it. As the plan is no longer feasible, we would like to request a refund. We remain loyal Celebrity passengers and look forward to cruising in the future when safe. I have also contacted Cruise.com regarding this issue and requested refund processing. Due to the phone wait times, I am sharing our situation in writing for your assistance in resolving this matter promptly. Thank you for your help. Sincerely, Ruth S. Kearns

I made a booking for the "Celebrity Silhouette" cruise to the Norwegian Fjords on May 8, [redacted]. My booking reference is [redacted]. The Ocean View Outside Cabin Grade 08 Midship Cabin Cabin Number is [redacted]. The original cost of £[redacted] was discounted to £[redacted] through Planet Cruises. I paid a £[redacted] deposit on 16/09/20 and the remaining balance of £[redacted] on 22/02/21. On 22/02/21, I requested full refund conditions as per Planet Cruises and Celebrity Cruises policies. However, I received an email offering a [redacted]% FCC to rebook in [redacted]. When checking for a similar cruise on April 30, [redacted], the cost had increased to £[redacted], which seems excessive even with the FCC. I am concerned about the significant price hike and would appreciate assistance in exploring fair alternatives for sailing on the Celebrity Silhouette in the future. I was disappointed by the new higher price for [redacted] through Planet Cruises and would like to address this disparity. Your help in finding a reasonable solution for my cruise plans would be greatly appreciated. Thank you. D.J.

I have a cruise booked for April [redacted] from Tampa, FL to Barcelona, Spain on the Constellation. When I made this reservation, I believed the ship was going to be refurbished due to reviews from Jan and Feb [redacted] mentioning it looked old and tired. Learning that it wasn't renovated makes me worried about the quality compared to other Celebrity ships. As it is our 59th anniversary, we have high hopes for our Celebrity Suite. Even if a full refurbishment isn't possible, some upgrades would be appreciated. I hope for a positive experience as we've had with Celebrity in the past. Having celebrated our 30th with them, we are looking forward to an even better experience this time.

The requirement to have a PCR test done just two days before boarding seems illogical, given that it takes 2 to 3 days to receive the results. To improve this, individuals could have the test done four days before boarding for a better chance of meeting the deadline. Unfortunately, antigen tests are unavailable in my area. I am looking for locations of CLIA labs nearby. Can you provide a list? It's important to note that rapid antigen tests have a higher risk of false negatives due to their lower sensitivity compared to other tests. I've learned that the Abbotts BinaxNOW COVID-19 Ag tests have not been FDA cleared or approved but have been authorized for emergency use. These tests are specifically for detecting SARS-CoV-2 proteins during the current circumstances. Considering the oversight in testing and the risks involved, I'm concerned about boarding a Celebrity ship where passengers and crew, despite being vaccinated, could still transmit and contract Covid.

Our booked cruise details have been modified, and we opted for a full refund of our deposit. On September 13th, we made a refund request and later received an email confirmation for Booking ID:[redacted], ensuring no further action was required from our end. The email mentioned that our Cruise Credit would be inactivated, and a refund would be issued to the original payment method within 30-45 days. However, it has been 45 days, and we have yet to receive the refund. Despite numerous attempts to contact Celebrity Cruises via their customer service number, we have been unsuccessful in reaching anyone. We are eagerly awaiting the refund that is owed to us.

I recently cruised on the Equinox on 11/28/21. I bought the $[redacted] photo package that was supposed to include all pictures taken by the ship's photographers. However, when I got home, I realized that some photos are missing. When I picked up the pictures onboard, they were just handed to me in a cellophane wrapper without any offer to purchase a photo album or anything else. The customer service was abrupt and unhelpful. Can you please assist me in resolving this issue so I can receive the missing pictures? Thank you for your help. - Christine Platzer

I was on a Celebrity Cruise from March 18 to March 28 departing and returning to Port Everglades. Unfortunately, my roommate tested positive for Covid-19 on March 25 and I also tested positive on March 27. The handling of the situation onboard was concerning as passengers were not adequately informed of the potential exposure to the virus. I believe it would be beneficial for cruise ships to have antiviral medications available, especially considering the demographic of older and vulnerable passengers. There were instances of passengers testing positive and not reporting it, potentially endangering others on the ship. Additionally, there were issues with passengers going on back-to-back cruises, potentially spreading the virus further. I am currently still positive for Covid-19 and am unable to spend time with my brother due to the risk of infection. The lack of transparency and precautions onboard the cruise are worrying, especially in comparison to actions taken by other countries like China to protect their population. It is essential for cruise companies to prioritize passenger safety over profit.

Upon disembarking from the Millennium cruise on March 31st, I received a positive Covid test that night. During my illness on the ship, I visited the medical facility where I was provided Tylenol but not further assessed with a temperature check or Covid test. Despite this, I utilized the ship's amenities like the pool, hot tub, sauna, and steam room. Since April 1st, I have been attempting to contact Celebrity Cruise Line with no success. Despite being fully vaccinated and having a negative test before boarding, I contracted Covid on your ship. I am disheartened by the lack of response and support. I am considering reporting this incident.

We are booked on the Celebrity Summit for two consecutive cruises from August 7th to August 31, [redacted], heading to Iceland from New Jersey and returning to Boston, Massachusetts. Despite our efforts, we have been unable to reserve the Hot Springs Sailboat Tour in Qaqortoq, Greenland, in either direction. This tour is a crucial part of our travel plans, and we are disappointed that it is not available for booking. We have booked veranda rooms for both legs of the journey, upgrading to the Concierge level for the return trip. We see this as a once-in-a-lifetime adventure and are eager to make this excursion a reality. We kindly request assistance in securing this tour or guidance on who can help us arrange it. We appreciate any support you can provide. Thank you for your attention. Sincerely, C. Petrousky and I. Guritz. Reservation IDs: [redacted] and [redacted].

My travel partner and I have a booking for the cruise departing on June 7, [redacted], to Iceland and Ireland on the Apex. Over the past three weeks, we have tried to reach out to you but have faced long wait times. After being put on hold multiple times during each call, agents have promised to call us back but never did so. This has occurred four times in the last two weeks, leaving us with no resolution. We encountered issues with dinner reservations disappearing, spa services being canceled instead of rebooked after using cruise credits ([redacted]), and difficulties locating another set of cruise credits ([redacted]). This trip is a rescheduled one from a canceled cruise in May [redacted], where we upgraded to the concierge level. The lack of communication and mishandling of our bookings have been highly frustrating and stressful. It has made me reconsider cruising with your company in the future and recommending you to others. The situation has been described as a significant error by your processing department.