ComplaintsforCelebrity Cruises Inc

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased $300 worth of future cruise credits on November 29, 2023 while onboard Celebrity Ascent. He explained I would receive an email confirmation to ********************** the email address I provided. I never received an email however my credit card was charged for the purchase. On May 29, 2024 at 7:22pm, I called to book a cruise, including travel insurance and upgrading to include wifi and beverage packages. Booking #*******. Celebrity representative ***** assured I would receive a full refund, $2,545.30 if I cancelled within 24 hours. After speaking with my travel companions, it did not seem reasonable that we would not be afforded the incentives offered upon purchasing the future cruise credits. I called back on May 30, 2024 at 4:29pm to cancel the cruise. Celebrity representative ****** informed me I would be receiving a refund of $1,953.00. ****** attempted to convince me that was the amount I was entitled to regardless of what I had previously been told and smugly offered a less than authentic, exasperated apology that I had unfortunately been given the wrong information from both the Celebrity Ascent representative and *****, the representative I booked with over the phone. I explained I had purchased travel insurance to ensure I received a full refund as well as canceling within the required 24 hour time period. ****** asked me to hold, however when she rejoined the call more than 15 minutes later she reiterated I would not be receiving a full refund. When I requested to speak with a supervisor, I was asked to hold again to which I requested that she not leave me on hold or intentionally end the call. When she returned to the call ****** informed me she had received approval to refund the full amount of $2,545.30. I repeated the amount three times; however the credit I received was $2,245.30; $300 less than the total I paid. I am requesting to receive the $300 I was told I would receive on three separate occasions by three different people

  Business response

  06/21/2024

  Dear **********************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Reflection sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I am very sorry that you have not received your refund in full. We apologize for any inconvenience that this situation may have brought you. Please be advised that we are refunding $300.00 to your original payment method. Please allow 2-3 weeks for the credit to appear on your account. 
  
  Thank you sincerely for the time you have taken to contact us. We hope the events you described have not dampened your enthusiasm for sailing with our cruise line. It would be a privilege to have the opportunity to better demonstrate our commitment to guest satisfaction on a future sailing. 
  
  Sincerely, 
  
  
  *********************;
  Celebrity Cruises 

  Customer response

  06/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   I received two voicemails from Celebrity. The first requesting my credit card information to facilitate the refund; and the second indicating I should disregard the first message, no further action was required from me and finally reiterating I would be refunded $300. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to address an urgent issue regarding a flight booked through "Flights by Celebrity," which was advertised as the best and most affordable option for reaching the port for our family cruise. Due to medical circumstances, we needed to change our flight, and as instructed, we submitted a letter from the doctor on June 4th, 2024.However, when I spoke with an agent on June 14th, they had no record of my request. Now, I am being told that there is a significant fare difference to change my family's flight, with the blame being placed on American Airlines.To address this, I went to the American Airlines website and simulated a booking for the same dates. I found that the cost is actually cheaper than what I originally paid.Given these discrepancies, I would appreciate your immediate attention to this matter to resolve it fairly. This situation is causing unnecessary stress and financial strain, and I hope we can find a resolution that reflects the advertised benefits of booking through "Flights by Celebrity."

  Business response

  06/19/2024

  Dear **************************:  
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Equinox sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I sincerely apologize that you are still waiting for an appropriate resolution regarding the flights you have booked through our Flights by Celebrity. While I understand you would like to get this resolved and the previously quoted amount, upon review of your request, I regret to inform you that this query must be referred to our Flights by Celebrity Team. Kindly contact them back for further assistance by calling them at ************. 
  
  Thank you sincerely for the time you have taken to contact us. We hope the events you described have not dampened your enthusiasm for sailing with our cruise line. It would be a privilege to have the opportunity to better demonstrate our commitment to guest satisfaction on a future sailing. 
  
  Sincerely, 
  
  
  *********************;
  Celebrity Cruises

  Customer response

  06/20/2024

   
  Complaint: 21860896
  
  I am rejecting this response for the following reasons:
  

  1-Customer Service Failures: Since May 31st, I have wasted countless hours trying to resolve a simple issue due to your customer service's inability to process my request efficiently.
  2- Lack of Client Focus: Your team has shown a lack of regard for clients' best interests, displaying carelessness with information, failing to return calls as promised, and making us feel deceived.
  

  Given these ongoing issues, I have arranged alternative means to book my flights to the port of sail. I requested the cancellation and refund of my flights booked by your company but have yet to receive confirmation.
  

  This experience has severely damaged my confidence in the quality of service for the upcoming cruise, which operates under the same ownership and principles as Flights by Celebrity.
  I expect immediate confirmation of my flight cancellation and refund.

  Sincerely,
  *****************************************
  
  
  
  

  Business response

  06/21/2024

  Dear **************************:  
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Equinox sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your rebuttal.    
  
  I am, again, very sorry that you are dissatisfied with how your flights were handled when you booked your flights through our Flights by Celebrity program. While I understand the inconvenience that this has caused you, please know that our Flights by Celebrity is a separate department and any disputes related to flights should be handled by their team. 
  
  It is our sincerest hope that we may welcome you back again under better circumstances. Again, accept our best regards and well wishes. 
  
  Sincerely, 
  
  
  *********************;
  Celebrity Cruises 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have asked several times a clarification to a statement made on their website regarding passenger travel. Each time I receive the quoted response from the website, which is precisely the statement that need clarifications. This is their statement:"United *****s citizens sailing on closed-loop cruises that both begin and end in the same U.S. port, can enter or depart the country with proof of citizenship, such as a government-issued birth certificate and laminated government-issued picture ID that bears their photo, name as it is listed on the reservation, and date of birth. U.S. citizens under the age of 16 may sail by presenting either an original, notarized, or certified copy of his or her birth certificate, a Consular Report of Birth Abroad issued by DOS, or a Certificate of Naturalization issued by U.S. Citizenship and Immigration Services."My question is simple:"Does the "Consular Report of Birth Abroad issued by DOS" ALSO APPLY TO US CITIZENS OVER THE AGE OF 16? Can a US Citizen 17 and older also present a Consular Report of Birth Abroad issued by ********** of ***** AND a US DL to board a closed loop USA cruise? "My brother, who paid deposit for a cruise is 60 yrs old and has a Consular Birth Certificate born to American parents working abroad. He sent his passport to be renewed to the ************************* but the package was lost in the mail as often happens with ***** Now the new passport will take longer. Can my brother travel with his Original Consulate Birth Certificate AND US Driver's License on this closed loop cruise if need be? Please get their legal department to answer this simple question because my brother doesn't want to pay $2200 final payment and drive to the port if he cannot get onboard or get his money back and it seems their customer service department is worthless.I am an Elite Plus on Celebrity but seems loyalty doesn't warrant a straight answer before he pays/drives to the port of embarkation! Please assist.

  Business response

  06/14/2024

  Dear Mrs. ********:  
   
  Thank you for contacting the Better Business Bureau. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint.  
   
  I sincerely apologize that you are still waiting for an appropriate response regarding our travel document requirements. I can confirm with you that if U.S. Citizens aged 16 and older traveling on a closed loop U.S sailing are planning to use other documents as their passport is not available, they can use their Birth Certificate, Naturalization Paper, or Consular Report of Birth Abroad as their proof of citizenship, and a state issued photo ID. Please be advised that the laminated government issued picture ID should bear their photo, name as it is listed on the reservation, and date of birth.  
   
  I hope this helps! If you have any other questions or concerns, please don't hesitate to reach out to our ************************* at ************.  
  
  Sincerely,  
   
  *********************; 
  Celebrity Cruises 

  Customer response

  06/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I put a deposit down of $400 on 4/28/2024 to reserve my room. I assumed the balance would be automatically charged to my credit card (like every other transaction I've done in my life where I put a deposit down). Unfortunately, I was supposed to get back into their website within 3 days (mind you I received no text messages reminding me). Considering I never did this, they released my room and subsequently the cruise sold out. With that being said, they should now release my $400 deposit. I never cancelled this trip, they released my room to someone else.To summarize, I never cancelled this trip (which would void your "cancellation policy" of the "non-refundable deposit"). You folks released my room due to the final balance not being paid within 3 days. I am kindly asking that my $400 deposit be refunded. Thanks.

  Business response

  06/10/2024

  Dear ************************:  
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Reflection sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  Once again, I sincerely apologize that your booking was cancelled as we have not received any payments from you. I am truly sorry this impacted your vacation plans. We would like to make it up to you by providing you with this Future Cruise Certificate offer to use on another sailing with us. Please refer to the provided guidelines and instructions for redemption when considering a future cruise. I sent you a separate email with the certificate offer. 
  
  We would be honored to welcome you back aboard so that we may better demonstrate our commitment to guest satisfaction. 
  
  Sincerely, 
  
  *********************;
  Celebrity Cruises 

  Customer response

  06/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Booked celebrity x cruise cancelled by cruise line they state it was cancelled by credit card company Amex . Now **************** wants payment for cruise that was cancelled by vendor pic of cancellation sent by vendo not ask to cancel never did

  Business response

  06/06/2024

  Dear ****************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Reflection sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  Upon review of your request, please be advised that all facts were considered in our decision to cancel your cruise. Upon review of the chargeback our parent company received from your bank, our Security Team felt that it was necessary to deny your sailing privilege across all brands under ********************** This chargeback is from your cruise booked under the Allure of the Seas back in May 2024. 
  
  Please note that your Cruise Ticket Contract stipulates and reserves our right to cancel any reservation at any time. Should you have any questions, please contact your financial institution directly as we are unable to assist you with any charges you have disputed with your bank. Kindly be advised you will receive a full cruise refund for your reservation under Celebrity Reflection. Our refunds may take up to 30 business days or less to complete. 
  
  We only wish you the best. 
  
  Sincerely, 
  
  *********************;
  Celebrity Cruises 

• Initial Complaint

  05/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The experience that caused this complaint occurred between 4/11 - 4/15. It was my first cruise and my birthday weekend. During my trip on the third day when we were docked at the ***************, the ship completely lost all power and we were unable to leave the ship. This disrupted our timeline and there was no talk of any type of recompense or compensation for this delay. Secondly, we booked an excursion for day 4 of our cruise in the ******* and the excursion time changed from noon to 8am with very little notice, which completely upset our time table. We missed all of our day 3 actvities because of this time change. We asked for a refund and was told that we could not get one. We spent almost $500 for that particular event, so we had to go or lose our money. So basically 2 days on board the ship was a complete bust. My birthday was ruined. This was the worst trip I have ever been on. I will never take another cruise on this cruise line ever. To make me whole, I want a full refund for my entire trip including airfare. The trip totalled over $4000 and I want it all back. I regret every ***** I spent. Do not offer me another cruise. I wish I could get my time back. But, when you issue my refund, I will consider this issue resolved.

  Business response

  05/22/2024

  Dear Mr. *****:

  Thank you for contacting Celebrity Cruises. It is always an honor to hear from one of our valued guests. It has been my pleasure to speak with you and assist with your concerns. 
  
  We believe listening to our guests is the most effective way to create the best possible sailing experience. Therefore, we are truly grateful that you have taken the time to share your feedback regarding your recent stay aboard the Celebrity Summit. I am very sorry for the inconveniences you encountered during your cruise vacation. I certainly regret that youve experienced a power outage onboard. We understand the frustration that the situation may have brought you as you were not able to receive any compensation while you were onboard.  
  
  It is disheartening to know that these circumstances have shaken your confidence in our cruise line and have made you hesitant to sail with us again. I wish to assure you that your insights are valued and will be used to improve the Celebrity experience. As we are eager to restore your faith in our brand, I sent you an email that has the Future Cruise Certificate offers that you can use on a forthcoming sailing with Celebrity Cruises. Kindly be guided by the included guidelines and instructions for redemption when planning your next cruise. 
  
  We would be honored to welcome you back aboard so that we may better demonstrate our commitment to guest satisfaction. 
  
  Sincerely, 
  
  
  
  *********************;
  Celebrity Cruises 

  Customer response

  05/23/2024

   
  Complaint: 21729808
  
  I am rejecting this response because:

  They did not even address the issue with the excursion which lost me two whole days on a 4 day cruise for my birthday. They offered me 2 ($130) travel certificates for my troubles. That does not even cover 5% of what I spent on this trip. Furthermore, they offered me exactly what I told them I did not want. In order to make me whole, I want a full refund for my travel expenses. I will only accept a resolution that includes a full refund for the cost of our trip and also completely close out my account.

  
  Sincerely,
  
  ***********************

  Customer response

  05/23/2024

  Please reopen my issue. I have not received a satisfactory response and need your support with the resolution of my issue. 

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I traveled on the Celebrity Ascent from 4/27/2024-5/6/2024, Rooms 3161 and 3166 reservation #*******. I purchased 2 rooms, one for myself and spouse, the other for son and spouse. Both rooms were interior guarantee rooms which were selected for us by Celebrity Cruises. We have traveled on Celebrity in the past year and have had a great experience. What we did not expect is that the rooms they selected for us would be very noisy rooms. My room was the worst of the two. It was located under a kitchen area. I could hear carts rolling above my room and what sounded like high heels clicking, day and night. After the 2nd night of completely interrupted sleep and no serenity in the cabin, I went to guest services to ask for help, primarily to move to another room.The guest services representative was nice, but explained that nothing could be done as the ship was 100% full and there were no rooms to be moved to. No matter how I described the problem to him, I was repeatedly told there was nothing that could be done.The next day, after another sleepless night, my son and I went back to the ***** Services and talked to a different representative. This **** ********** was also sympathetic about my problem, but explained there was nothing that could be done. He went to double-check that there were no rooms available, unfortunately there were still none that I could move too. He offered that he expected the next day, some local passenger would disembark and if so, I could move to that room. He planned to leave me a voice message in my room. Another night of noise with carts overhead that sounded like airplanes flying over. No message was left the next day by dinnertime so I went back to the ***** Services office to ask about the room change. There still wasnt one available. This process repeated for several days. (continued on attachment)

  Business response

  05/22/2024

  Dear ****************:
   
  Thank you for contacting the Better Business Bureau regarding your Celebrity Ascent sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint.   
   
  Upon review of your request, this has been addressed by our Executive Team. Kindly contact Ceenay back for further assistance. 
   
  Thank you for choosing Celebrity Cruises.   
   
  Sincerely,   
   
   
   
  *********************  
  Celebrity Cruises 

  Customer response

  05/28/2024

   
  Complaint: 21728026
  
  I am rejecting this response because: I have already spoke to the executive team, even though the name you provided in the response is different, they are the same person apparently.  On our last conversation, ****** (aka *******) advised that they are only willing to offer me onboard credit type items that were previously offered.  The problem is that with such a terrible experience of not getting a good night's sleep due to noise above me day and night during the entirety of the cruise and the fact that Celebrity Cruises was unable to provide any solution resolve it and left it up to me to ask about it again and again during the trip, I'm not at all excited about traveling with them again in the future.   If I don't cruise with them, this type of compensation is worthless to me.  In addition to the cost of cruising it had and would cost me airfare, hotel, transportation, etc.  I am not asking for any of that, only the cost of the cruise.   Please reconsider a full refund. 
  
  Sincerely,
  
  *************************

  Business response

  06/04/2024

  Dear Mr. ******: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Ascent sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your rebuttal.   
  
  I am, again, very sorry that you are dissatisfied with the compensation we have extended to you and *****************. At this time, Celebrity Cruises is no longer willing to consider an alternate resolution but is rather advising you that our company has already provided our final decision. Kindly note that should you wish to reconsider our original offer, you may reach out to ****** for further assistance. 
  
  We only wish you the best. 
  
  Sincerely, 
  
  *********************;
  Celebrity Cruises 

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a trip to ***** in March 7 2024, I received 5 emails that my tours had been cancelled, I called and they told me that they had cancelled them because I had not paid the balance of my trip, they never notified me to pay the rest and I forgot, the problem was that the day the tours were cancelled I spoke to see what was happening and they told me that the trip had also been cancelled, we have already paid for the plane and other things I didn't want to lose my money from the flight so I asked them to reinstate me and they did after 1 hour on the phone, but they charged me over a thousand dollars more, I think it's not fair that they did it because It's their fault, I was checking prices every day to save a little more and now it got worse they took away my stateroom I ended up paying more than my friends who they go on the 11th floor, my friends they were noticed that they had to pay and we didn't.Now I'm so frustrated I don't even feel like going anymore I can't sleep thinking, we're not going to enjoy the trip, We have been on different cruises and this has been the worst so far for the customer service, I would like someone to listen to us and help us according to the supervisor who helped me the prices were higher, right now the prices are lower because of the sale they have, that means that they could lower them again like the first time, for my trip and my tours? Or they just wanted to rip-off me, Attached you will find my receipt for what I paid the first time and the second time for what they made me pay, maybe you think $1,200.00 is nothing to us, but it is, another thing why they cancelled the tours if I had paid for them, also to charge me more? and I lost 2 that there was no more space and I called the same day they supposedly canceled them, I need someone to listen to us please because so far no one has been able to help us, Thank you so much I hope someone can help us. (I never received any notifications and they know they didn't send any)

  Customer response

  05/14/2024

  I forgot to mention something very important, that the celebrity supervisor, makes me all the blame that it is my responsibility to be aware of the payment not of them, Maybe it's my responsibility but also theirs.  A least they could have warned us, But so far all the cruises we have taken with princess and celebrity have warned me before the expiration, for that reason I trusted that they were going to remind me the way they do with others. Thank you 

  Business response

  05/22/2024

  Dear *******************:
   
  Thank you for contacting the Better Business Bureau regarding your Celebrity Millennium sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint.   
   
  Upon review of your request, this has been addressed by our Resolutions Team. Kindly contact ****** back for further assistance at ************.   
   
  Thank you for choosing Celebrity Cruises.   
   
  Sincerely,   
   
   
   
  *********************  
  Celebrity Cruises 

  Customer response

  05/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a cruise on Feb 27 through an agent with Perx.com and paid a $500 FULLY refundable deposit to hold the cruise. On March 19, I emailed my agent that I was no longer to take the cruise and asked that he request the refund to be processed. March 20, my agent (*********************) confirmed that the refund was requested and it would take less than 2 weeks to process. As of April 11, I had not received my refund so I reached back out to my agent and I also called Celebrity. The Celebrity agent told us both the same, "that they made a mistake on their end and had to start a new workflow to get the refund processed on their end". On April 17, my agent confirmed that the trouble ticket had been started by Celebrity the prior week and that the refund should be processed in 3 to 5 days. On April 30, I still hadn't received my refund so I called Celebrity myself. The agent I spoke to said that the refund would take up to 14 business days to get processed, so I should look for it no later than May 7. Today, May 7, I STILL have not received my refund. I called Celebrity again and after speaking to 3 different agents for a total of 55 minutes, I was once again told that an issue was created on their end and they would have to open a new ticket/workflow to get accounting to process the refund. The celebrity agent said it would take 72 hours for accounting to receive the request and another 7 to 10 business days for the refund to get processed. This is ABSURD!!!! I just want my $500 fully refundable deposit back and I can't understand why Celebrity continues to have issues on their end to fulfill a seemingly simple request.

  Business response

  05/20/2024

  Dear ********************* *********: 
   
  Thank you for contacting the Better Business Bureau regarding your Celebrity Summit sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint.  
   
  Upon review of your request, this has been addressed by our Resolutions Team. Kindly contact ***** back for further assistance at ************.  
   
  Thank you for choosing Celebrity Cruises.  
   
  Sincerely,  
   
   
   
  *********************;
  Celebrity Cruises   

  Customer response

  05/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **************************************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a cruise with Celebrity for our honeymoon for July 2023. We also purchaesd the flights through Celebrity in case of any flight disruptions. Well our flight was cancelled the day off and we were unable to make it for the cruise. We were given a credit that covered the cruise cost, as well as the excursions we had booked. We booked a new cruise 2 months ago with the credit and were told that we would get the leftover credit as on board credit, which we could use to book excursions (makes sense since the original credit covered excursions). We still had to pay a $500 deposit, which was fine. Now, they have denied giving us the money as on board credit, which we would have used to book excursions. They are also declining to refund us the cruise and the deposit despite giving us false information. The credit was for $5600 plus the $500 deposit so not an insignificant amount of money.

  Business response

  05/20/2024

  Dear Mrs. ********:
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Infinity sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  Upon review of your request, this has been addressed by our Celebrity Xperience Team. Kindly contact ******* back for further assistance at ************. 
  
  Thank you for choosing Celebrity Cruises. 
  
  Sincerely, 
  
  
  
  *********************
  Celebrity Cruises 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩