Celebrity Cruises Customer Service Issues

I am in need of assistance regarding a billing issue during our trip to Greece. My daughter experienced a two-hour wait, while I waited for 1 hour and 20 minutes dealing with a significant bill problem. I paid for two rooms on a Beyound trip with booking number #[redacted] scheduled on May 16. My daughter was charged for something I should have been billed for, causing frustration as customer service failed to resolve the issue and even missed a promised call back this morning at 9. Despite enjoying a delightful meal on Edge, our experience on Beyound was subpar with inedible steak. No follow-up was made, leaving me contemplating sharing my experience with others and considering contacting the Better Business Bureau. The lack of responsiveness is disappointing, especially after such a fantastic trip on the Edge. I am reachable at [redacted] or on my cell at [redacted]. - Sandy Bobb

I recently reached out to Celebrity Cruises to inquire about the new benefits offered to Captains Club members as an elite member. However, after spending over 4 hours on the phone with two employees, I encountered confusion and inconsistency. Despite being an elite member, one employee mistakenly referred to me as elite plus multiple times. This experience has left me feeling frustrated, especially since I have always spoken highly of Celebrity's customer service in the past. As I plan to bring a friend on an upcoming cruise, I truly hope that the level of service and attention to detail that I have come to expect from Celebrity has not wavered, especially in light of the ongoing pandemic. I am feeling apprehensive about my upcoming cruise and I sincerely hope that my concerns will be addressed to ensure a positive experience.

This cruise line has many additional costs that can add up quickly. Upon arrival in Rome, I was redirected from the host hotel, resulting in an unexpected $4,[redacted] expense. The cruise line's pick-up service only operates from the designated host hotel, which cost an extra $[redacted] for transportation. Additionally, I had to print and prepare my own luggage tags, purchase four COVID test kits for $[redacted], and secure global coverage for $[redacted] to meet testing requirements. Checking in was time-consuming and could only be done via cell phone. These expenses were unexpected, and it would have been more convenient if Celebrity Cruise covered some of these costs. I will update you on any further expenses incurred as the journey progresses.

I made a booking for a cruise with Celebrity to celebrate our 50th wedding anniversary. I informed the booking agent of this milestone, and it was noted on our reservation. However, on the actual day of our anniversary, there was no acknowledgment during dinner, unlike previous nights where announcements were made. I missed the chance to toast my wife on this important day, which was disappointing since celebrating a 50th anniversary is a rare occurrence. The cruise concluded on August 29th, and despite reaching out via email three times, I have not received any responses.

I reserved an excursion for my cruise on the 10th of August, scheduled for the 28th of December. Despite booking early, I received an email last week that the excursion was canceled. I have limited choices for alternative excursions due to a frozen left ankle, which rules out more active options. The only available excursions focused on Maori culture, which isn't the scenery I wanted to see. Although I appreciate the refund from Celebrity, I am disappointed as I cannot find suitable independent tours in New Zealand due to the cruise's early arrival time conflicting with tour schedules. I had hoped to visit geysers or Hobbiton, but now it seems unlikely. The port I was eager to visit will now only allow for a city walk. While the refund helps financially, the emotional letdown remains. It would be appreciated if some form of compensation was offered, perhaps a complimentary service onboard to make up for circumstances beyond my control despite booking well in advance.

I have booked a July cruise to Scandinavia, and I'm having trouble finding all the information in one place. I booked the Retreat package which includes a drinks package and tips and gratuities, similar to my last July cruise to Norway. I am concerned that these inclusions may not have been added by the representative. My name is Maureen Willsher, and you can reach me at [redacted]9 or [redacted] The booking includes myself in one cabin, Hannah Willsher, and a guest in a neighboring suite. Additionally, I am unable to see my onboard credit on the app. Thank you.

I am writing to express my disappointment with the experience my husband and I had on the Celebrity Summit cruise. I initially booked directly through Celebrity Summit and paid in full, only to discover the price had dropped by almost $[redacted] shortly after. Despite contacting them, I was told I couldn't get the lower price since I had already paid in full. Instead, they offered me $[redacted] onboard credit which I used towards the premium drink package. However, on the ship, I was informed we had the select package, not the premium I had requested. This led to an additional $[redacted] charge to switch to the correct package. I had difficulties getting the specific drinks I wanted, such as Hennessy XO and Remy Martin, included in the premium package. Additionally, as a Captain Club member, I was supposed to receive laundry service which I found out required 48 hours notice, leaving me unable to utilize this benefit. Furthermore, requesting a wheelchair for my husband in Cozumel was a struggle as they were not readily available as promised. Overall, these issues have left me very disappointed with Celebrity and considering booking future cruises with Royal Caribbean instead. I hope for some form of accommodation for these shortcomings. Thank you.

I would like to address an unfortunate incident involving Celebrity Cruises. Upon arriving at the Southampton Terminal in England, I witnessed unacceptable behavior from an individual, who I choose to refer to as Pig Woman Kathy. She mistreated myself and others, leading to us being denied access to the ship. I am requesting compensation from the involved parties, including Pig Woman Kathy, CEO Lutoff Perlo, and the Pig Doctor on the Celebrity Silhouette. I have calculated a specific amount owed to me, along with additional daily charges since October 20, [redacted]. Furthermore, I suggest a donation to a charity of my choosing due to an unjust charge for unnecessary PCR tests. I hold evidence to support my claims. For each day without proper response or payment, I expect further compensation to be added. As of now, the owed amount stands at £8,[redacted] for each individual. Sincerely, Patricia McCarthy

I am aware of at least two individuals who tragically took their own lives following an incident involving a Celebrity Cruises staff member referred to as Pig Woman Kathy at Southampton Terminal in England. Kathy, both literally and metaphorically, mistreated us and left us stranded on the street by denying us boarding onto the ship. I am seeking restitution from Kathy, CEO of Celebrity Cruises, Lutoff Perlo, and the ship's medical staff for damages as well as additional compensation for each day elapsed since October 20, [redacted]. Furthermore, I am requesting $[redacted] from each individual to be donated to a charity of my choosing due to the unjust $[redacted] charge for unnecessary PCR tests, which we had already provided. I possess evidence of all negative test results. Each day they withhold payment, I demand an additional £[redacted], totaling £[redacted] each thus far. - Patricia McCarthy

I purchased a gift card for Caitlin N. and Ronald R. on the Celebrity Infinity cruise for their trip from Athens on June 24. Their booking number is [redacted], and they were in cabin [redacted]. I made a payment of $[redacted] using my Capital One Venture card on October 22, [redacted]. The cruise line confirmed the credit on their account through a statement. However, when Caitlin checked last week, she was informed that there was no record of the gift. I hope to resolve this matter promptly to avoid a dispute with my credit card company. I faced a long wait on a call that was eventually transferred by Vicky to an unrelated local business, adding to my frustration.

I made an onboard reservation on November 15 and received two booking confirmations with different pricing, both noting my Travel Agent, Arthur. As we need to move the cruise date to [redacted], Celebrity refuses to communicate with my TA as he is not on the confirmation. Even though Celebrity can't add my TA to the booking, my TA created a new reservation to ensure the [redacted] booking is secure. Unfortunately, they won't let him cancel the original booking. Despite me booking with a refundable $[redacted] deposit, Celebrity now insists on a $[redacted] non-refundable deposit. I spent over 1-1/2 hours on the phone yesterday and nearly an hour on hold today to address this issue. I believe I shouldn't be penalized for their mistake on the original reservation. I simply want to cancel the initial booking or add my TA to it, and I expect my original $[redacted] refundable deposit to be honored if I keep the new reservation. I have two days to decide because my TA has a hold on the new reservation for that time.

On August 13th, my husband and I embarked on the Silhouette cruise from Southampton to Scandinavia. We had a fantastic time until the last morning when my husband suffered heart failure while sailing down north. We were airlifted to Kent where he stayed in three hospitals for a total of 56 days. Thanks to the doctors on the ship and his treatments, they saved his life. He is now recovering at home slowly. My concern lies with my holiday insurance company, as they are delaying the process. Patti Newell from Florida has contacted me, and I need to confirm if she is the right person to discuss the medical bills. I am struggling to reach anyone from Celebrity to assist me. I appreciate any help on this matter. Thank you, Mrs. Mary Bell.

On August 24, [redacted], I booked a cruise for my husband and myself to celebrate our 25th Anniversary. The cruise was scheduled to depart from Ft. Lauderdale on December 10th, [redacted]. Unfortunately, a week before the cruise, my husband had contact with a person who tested positive for COVID-19, causing him to develop symptoms. Even though his test was negative, I informed Celebrity Cruises before the trip that he would not be able to travel to avoid potentially spreading the virus. I requested a refund or cruise credit for his portion of the fare paid. Despite providing documentation and following the COVID-19 Policies and Procedures, only passengers who test positive were granted refunds. After speaking with crew members and escalating the issue to a managerial level, I was informed that a cruise credit could be issued through my booking company. However, my request was denied by the cruise line, citing failure to follow protocol that was not clearly communicated to me. I am simply asking Celebrity Cruises to honor their policy and issue a cruise credit for my husband's unused portion due to illness resembling COVID-19.

My spouse and I have a cruise reservation for the Constellation on May 2, [redacted], with reservation number #[redacted]. Originally set to dock in Venice, our itinerary has been altered to Ravenna. The unexpected change means we must now make additional arrangements to reach Venice for the next leg of our journey. Furthermore, the port change from La Spezia to Livorno presents another challenge, with Livorno being more than an hour away from our intended destination. Our selection of this cruise was primarily influenced by the ports we would visit, specifically for the "Cinque Terre Villages" excursion departing from La Spezia. The port change to Livorno will significantly extend our travel time by almost 2 1/2 hours, impacting the overall experience. We have been attempting to ascertain the disembarkation time without success. This crucial detail is necessary for us to arrange transportation to Venice. While we were originally thrilled about our upcoming voyage with Celebrity, the recent alterations have dampened our enthusiasm. Warm regards, C. Sadelson

We were misinformed by Celebrity Cruise agents about the ship, the Infinity, stating it had been renovated in [redacted], which is not the case. After discovering this discrepancy and considering the numerous negative reviews, we are seeking to cancel our booking and receive either a future cruise credit or a refund. Our final payment was already settled before we learned the truth, despite my repeated inquiries receiving the same incorrect information. Even now, the call center continues to provide the same misleading details. We chose the Infinity based on the assurance it had been revamped like the Equinox, but this has not been the case, and we find this situation completely unacceptable.

Hello, My name is Kaitlyn Akers, and I disembarked from the Apex this morning (1/14/23). All our charges appeared correct until I noticed an additional one in my bank account after leaving the ship. It seems that there might have been an issue with the initial charge for my beverage package on the first day of the cruise. A charge of $99.75 went through later, and later I paid $[redacted].85 for the package at guest relations. However, a charge of $[redacted].05 appeared on my account (initially declined due to transaction settings). I believe this amount is for the beverage package, but I had already paid $99.75 and $[redacted].85. Therefore, I should only owe $51.45 for the package. I am unsure if the extra charge will be reversed or if I was mistakenly double-charged and should expect a refund. Thank you for your assistance. -Kaitlyn Akers, Reservation [redacted]

I bought Hennessey White on board the ship at a cheaper rate but couldn't access the map due to WiFi issues to confirm the store location. I showed a picture of the bottle with the price ($71.43) and was told I had 30 days to provide the store's name for a price match. The store is Tortuga in Grand Cayman, located left of the terminal in a 2-story greenish-blue building with a yellow storefront. Can I now have the price matched and the refund credited back to my card with this information?

I have a reservation for a cruise in Alaska from July 16 to July 23, [redacted], with reservation number [redacted]. I recently made a payment for my cruise using my credit card. However, when I paid for my excursions, it charged my daughter's credit card instead. My daughter, Suzie G., was cruising with me in July [redacted]. Now, I am taking her son, Madden G., my grandson, on the same cruise in July [redacted]. I do not want Suzie's credit card linked to our Celebrity account. How can we remove her credit card information from the system?

Hello, my name is Thomas Goulding. My Royal Caribbean Crown and Anchor number is [redacted]90, and I have sailed with RC at least five times. I have only been credited with 43 points. My Celebrity number is [redacted]. I'm not sure how I ended up with two different numbers, but I would like to combine them and add points for my past cruises. I have also cruised with Azamara twice. I have one booking scheduled for April [redacted] with Celebrity and another in June [redacted] with Azamara. I have cruised with Celebrity to Bermuda, but I cannot recall the date and did not receive any points for it. Before that, I traveled with Chandris Line twice out of Norfolk, VA. Thank you for your assistance. We are loyal customers, Tom and Gladys Goulding.

Regarding our Caribbean cruise on the Celebrity Edge from March 17 to March 27, [redacted], I wanted to report an unfortunate incident that occurred. When we disembarked on Monday, March 27 at 8:00 am after arriving at 7:30 with our luggage at the Eden on the 5th floor, my Sea Pass (Diane Villeneuve #[redacted]3) was deactivated. The staff asked if I had requested a new card, which I hadn't. They seemed puzzled as only my partner's photo appeared on the screen. After providing my passport, I was re-registered, and my photo showed up next to my partner's. We are staying an extra week in a condo in Fort Lauderdale. Upon emptying my luggage on Monday evening, I realized that money and jewelry had been stolen from a pouch in my backpack. The stolen items include $[redacted] USD, $[redacted] CAD, a pair of silver earrings purchased for $[redacted] USD in St. Kitts, as well as 5 necklaces and 3 pairs of earrings valued at approximately $[redacted] CAD. Our cabin was secure, and we had packed our bags on Sunday before dinner. The only unattended time for our luggage was Sunday, March 26 between 6:00 pm and 11:00 pm. Thank you for your attention, Alain Mercier Diane Villeneuve