ComplaintsforCelebrity Cruises Inc

• Initial Complaint

  06/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In December 2021, we booked a Celebrity Cruise on the Constellation originating in ****. Round trip airfare was booked through Flights by Celebrity and paid in full in advance. The flight time from *** to **** was changed by the airline (Swiss Air) in April and Celebrity informed us by email that they would be rebooking us within 30 days, but they did not. The email also promised a rebooking within 7 days once we were 30 days from cruising, however no flight was rebooked. As our cruise date approaches, we have been calling often for updates to our itinerary and no updates have been confirmed. Celebrity has not upheld its 'Worry Free' booking as advertised. The website claims a 'lowest airfare guarantee' and 'protection - if there's a flight disruption, we've got your back'. We called several times and each time we were promised a call back that never came. We have called each week for the last 5 weeks. Now our cruise is 10 days away and we were told that we can find our own way to *****. We were told that the airlines are not approving any rebooking. We have been told different things be each different representative we spoke with. We have NEVER been called back as promised. The last promise made to us tonight was a call or email within ***** hours with a flight confirmation or a full refund. We have no confidence that this promise will be upheld. We want a flight at the price we paid to get us to **** in time for our cruise - without worry, as promised.

  Business response

  06/23/2022

  Dear **************:
  
  Thank you for contacting the Better Business Bureau regarding the flights associated with your July 2, 2022 sailing of the Celebrity Constellation. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared within your complaint.
  
  I am very sorry to learn of the challenges youve faced with the air you arranged through Flights by Celebrity. Certainly, we should always follow up with our guests as promised and provide efficient resolutions,and I hope you will accept our sincere apologies for the frustrations youve encountered with our customer service.
  
  After receiving your BBB case, I reached out to our Advisor team so that they could provide their immediate support. This morning (June 23), they reached out to our Flights team on your behalf and were able to obtain the following information about your new pre-cruise flights. Please note that it may take up to 72 hours for the airline to approve these arrangements.Once they do, an air confirmation email will be sent out to you.
  
  Departure Flight:
  Swiss Airlines Flight #**
  -Departing from *** at 8:55 pm on June 30, 2022
  -Arriving in ****** at 10:50 am on July 1, 2022
  
  Connecting Flight:
  Swiss Airlines Flight #****
  -Departing from ****** at 12:40 pm on July 1, 2022
  -Arriving in Rome at 2:** pm on July 1 ,2022
  
  **************, we appreciate your patience and understanding,and we cant wait to welcome you and ************** aboard the Celebrity Constellation next weekend!
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer response

  06/24/2022

   
  Complaint: 17458204
  

  Is this flight expected to be approved and confirmed?  Our fear is that Swiss Air declines to approve the change after they changed the original flight time by 6 hours.

  We have not been given any information about any other options if Swiss Air does not confirm the change.  We need to be scheduled for a new flight and confirmed immediately.

  Waiting 72 hours puts all of our plans on hold and continues to increase the risk of being unable to book a flight at the last minute. Please work to have this resolved as soon as possible, thank you. We are wiling to accept the flight that arrives on July 1.  We can make arrangements for a hotel for one night before the cruise leaves.  

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

  Business response

  07/07/2022

  Dear **************:
  
  Thank you for your follow-up email to the Better Business Bureau. On behalf of Celebrity Cruises, it is my pleasure to respond to your concerns.
  
  First and foremost, I am sorry that we were unable to respond to your rebuttal before the start of your cruise vacation. Although I do see that we were ultimately able to confirm a Delta flight for you, I understand arranging your air with us has been a stressful experience. We are currently reviewing the details of your situation, and one of our representatives will be reaching out to you once you have returned from your sailing to discuss the matter in more depth.
  
  We hope you are enjoying your time aboard the Celebrity Constellation, and we look forward to following up with you soon.
  
  Sincerely,
  
  
  *******************************
  Celebrity Cruises

• Initial Complaint

  06/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  When I booked the cruise through Celebrity, We were promised Classic Beverage Package, Prepaid *********** *****Fi. We received NONE of the 3. We were told our fare did not cover the perks. We paid the fare as given to us by the Celebrity agent. She stated it included all of the "Freebies". When we got on board, we were advised by the the **************** Rep named ***** that we would get none of the Free items. We then spoke to **************** Supervisor *******. He said he would contact Celebrity *********** and get back to us. We waited 2 days, never heard from ******* so went back to the Service desk and asked for *******. He spoke to us and stated he had not heard anything from Corporate Offices as of yet and that we did not have to go to the desk again as he will contact us. Needless to say, we never heard from ******* again.Celebrity Cruises JUNE 2 - 12; RES * ******* CABIN ****

  Business response

  06/23/2022

  Dear ****************:
  
  Thank you for contacting the Better Business Bureau regarding the promotions applicable for your June 2, 2022 sailing of the Celebrity Summit. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  I sincerely apologize that there has been confusion regarding our Always Included pricing package, and Im very sorry that our shipboard staff failed to follow up with you, as promised, when you went to them for assistance. Regretfully, you were unable to take advantage of the perks associated with Always Included because there were deep discount savings promotions applied to your reservation that were not combinable with Always Included. Though those promotions, you were able to get the very best price for your booking, as the Local Luxury resident rate allowed you to take advantage of a $697.00-per-person discount, and the Save Offer provided you with an additional $380.00 off per person. They did, however, preclude you from being able to receive the special complimentary amenitiesbeverage packages, Wi-Fi,and pre-paid gratuitiesavailable through Always Included.
  
  I am truly sorry you were not made aware of this combinability limitation before you set sail and deeply regret that this resulted in you incurring unanticipated gratuity costs. As a gesture of goodwill, we are refunding the amount of money you paid toward gratuities for your sailing. This refund,in the amount of $310.00, is being applied to a **** card ending in ****. Please allow 30 to 45 day for the credit to reflect on your account.
  
  ****************, again, we appreciate you reaching out to us through the BBB and giving us this chance to assist you.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer response

  06/23/2022

   
  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

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been trying to request a religious exemption for the last three months every time I email them they never respond and if they do it is weeks later. A month also I called celebrity cruise regarding that Im not getting any response/answers to their emails and after being in the phone for hours I was told that I will get an email and call back from a supervisor soon regarding my request. Not to my surprise, weeks later I get an email that did not provide any use and never got a phone call. My Trip being only 14 days away I called again regarding my issues, after waiting 1hr and 20min for someone to take me off hold I was told I could either wait to talk to the last supervisor who served no help and wait for another one, so i did, waiting another hour only to be hung up on totaling a phone call for 2hrs and 40 min where I spoke to a person for under five min leaving my problem still unresolved

  Business response

  06/23/2022

  Dear Mr. ********************* you for contacting the Better Business Bureau regarding your familys Celebrity Edge sailing that is scheduled to set sail on July 2, 2022. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  First and foremost, I am very sorry to hear about your disappointing customer service experiences. We dont want any of our guests to encounter the frustrations youve described while attempting to prepare for their cruise vacation, and we hope you will accept our apologies for our lengthy hold times, delayed email responses, and lack of follow up.
  
  I understand that, for the past several months, youve been seeking information about the status of your religious exemption request,which, if approved, would allow you to sail without being vaccinated.Regretfully, as health and vaccination requirements are subject to change with frequency, decisions regarding religious exemptions are often not made until close to the actual sailing date, once current health protocols and requirements for the cruise are more firmly in place. I deeply regret that this timeframe created prolonged uncertainty about your sailing status.
  
  Ive reviewed the notes on your booking and see that on June 20, 2022, you were contacted by one of our representatives and informed that, unfortunately, we would be unable to ***** your vaccination exemption request due to operational capacity protocols. One of our Advisors has since reached out to you to confirm your cancellation from booking ******* and begin the refund process for your cancelled cruise and flight arrangements.
  
  Mr. Yajadda, I truly regret you will be unable to sail with us as planned this summer, but I hope circumstances will allow you to cruise with us soon.
  
  Sincerely,
  
  
  *******************************
  Celebrity Cruises

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My spouse and I booked a cruise with Celebrity Cruises to celebrate my recently widowed mother's 60th birthday. Our booking number is *******. Our cruise left *************** on March 25th and 5 days later my spouse started to feel ill. Being responsible people, we alerted the cruise line and we were immediately told to quarantine. She tested positively for Covid-19.At that point we were moved from our verandah stateroom to an ocean view room. We were told over the room phone and in writing that our room would be reimbursed for the days we were in quarantine, as well as our onshore quarantine accommodations and travel. We got to see the rest of our 9 day Caribbean cruise from a 3x3 window, and my mother celebrated her 60th birthday alone. We quarantined on shore in *************** for an additional 5 days per ******** Covid-19 restrictions before being able to return home after a thoroughly ruined vacation. We have emailed the cruise line all of our receipts and details 6 times but have received no indication or confirmation that we will be getting the promised reimbursement. Phone calls have taken hours of our time and resulted in no actual help given. We are very frustrated and disappointed. We placed our trust in Celebrity Cruise Line and that trust so far has been broken.

  Business response

  06/22/2022

  Dear ********************:
  
  Thank you for contacting the Better Business Bureau regarding your familys March 25, 2022 sailing aboard the Celebrity Equinox. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  I am glad your family chose to sail with us in celebration of your mothers 60th birthday. However, I am very sorry to hear you and your spouse were required to quarantine for much of the cruise because she tested positive for COVID-19 while on board. I also deeply regret that, although you submitted your receipts and reached out to us via email and phone numerous times regarding the status of your quarantine-related refunds, you never received helpful assistance from us. It is important that we respond to emails in a timely manner and quickly ************* requests, and I hope you will accept our sincere apologies that we failed to provide you and ************************ with the customer care you deserved during your time of need.
  
  As soon as I received your BBB case, I reached out to our Engagement Team so that they could provide their immediate support. I am happy to see that representative ***** has already spoken with ************************ by phone to confirm the refunds we are currently processing for you both. For your records, I have also included this information below:
  
  Refund Summary:
  Onboard Isolation (4 Days): $1,422.00
  Hotel Accommodations (5 Nights): $750.00
  Transportation: $800.00
  Meals: $571.53
  TOTAL: $3,543.53
  
  Please note that all refunds listed above are being applied to a **** card ending in ****. Although it can take 30 to 45 days for such credit to show back on an account, ***** is requesting that your refunds be expedited, so you may receive them more quickly. As promised, ***** will be keeping an eye on things and will follow up with either you or your spouse as soon as the funds are disbursed. 
  
  ********************, we are grateful for your feedback and really appreciate your and Ms. *********** understanding and continued patience.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Booked a cruise for my family with Celebrity Cruise Lines in March of 2022. My first email from Celebrity was at the end of May saying it was time to register for our upcoming cruise. It took me several days to get my family of 6 registered. Unknown to me you can't have one email address for all 6 guests. After several calls where I held for several hours each I was given guidance as to what to do to get us all registered. After that we began the process of checking in and securing shore excursions for our vacation. We were about 3-4 weeks from departure when we got an email saying it was time to book our excursions at a 20% discount if done prior to our sail. I logged in to start the process of securing those shore excursions only to find that there were limited tours with 6 openings for our family. I started calling them since the on line reservation service said to check back that they were working on additional openings. I spent the next 3 weeks calling daily, checking the site in the morning and evening with no success. Several of those calls kept me on hold for over 3 hours. There were none that I didn't have to hold a minimum of 90 minutes and often they would pass me from one department to the next claiming they did not have access to the information. During this time I also sent over 6+ emails with no response. During my call today I was informed that most departments at Celebrity are 6 weeks behind in returning emails. Service is clearly not something they are concerned with. I spent almost $8000 on a vacation that will be spent on a ship with no safe and secured plans to travel outside of the ship. To say I am angry and disappointed in this company is beyond words. They are clearly working with a skeleton crew to service their customers. I have been on a dozen cruises in my lifetime and this experience has been the worst. I have names of individuals in management that assured me they would work on the issue and get back to me but nothing

  Business response

  06/23/2022

  Dear *******************:
  
  Thank you for contacting the Better Business Bureau regarding your familys June 18, 2022 sailing of the Celebrity Equinox. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  We are very sorry you incurred such frustrations while attempting to make shore excursion arrangements for your current cruise. It is disappointing to hear you did not receive replies to your emails and encountered long hold times and multiple department transfers when calling into us. Regretfully, an increase in emails and calls has delayed our response time.We hope you will accept our sincere apologies for the inconveniences you encountered as a result. Although we are not yet where we need to be, please know that we are actively working to improve the customer service experience for our guests.
  
  I understand you were unhappy with the limited number of shore excursions available for booking and regret that your preferred choice was sold out. I do see that when you spoke with representative ******* on June 13, she sympathized with your situation and offered to provide you with a 50% discount on the tours that were available to be booked at the time of your call, which you declined. That same day, your concerns were escalated to Donett, who offered to instead provide you with a $100 Onboard Credit to both you and your husband, but that option was also initially rejected. It looks like while on the ship, you spoke with the Guest Relations Desk, and we were able to get $100-per-person Onboard Credit issued for your stateroom. I am sorry we are unable to extend this offer to other members of your travel party as you had requested, but I do hope the goodwill compensation weve given has helped improve your cruise experience, at least in some small way.
  
  *******************, we are so very glad to have you and your family on board and hope youve been able to enjoy your cruise vacation. We appreciate you taking the time to share your customer service experience, and I assure you that we will make the most of your valuable feedback.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

• Initial Complaint

  06/12/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 2021 my wife and I were planning a trip to *****, ****** to celebrate our 50th anniversary on the Celebrity Cruise ship Silhouette. On January 14, 2022 I received a booking confirmation for a 9 night cruise to *****, ******** and ****** leaving from *********** on April 20, 2022 with the last stop at ******** (*****) on April 29 before returning to ***********. The reservation booking ID was ******* (Group ID ********. It was paid in full. An additional shore excursion to ***** was paid separately. After the cruise was already on its way the captain announced that the last stop at Le Havre (*****) was being diverted to ******, ******* due to a dock workers strike scheduled for April 26, 2022. The captain did not disclose this was a ONE DAY (24 hour) strike ending on April 27, 2022. I asked to terminate our voyage; that was not possible. Here is a link to an article regarding the protest :******: Unionized port workers protesting in ******** April 26 https://crisis24.garda.com/alerts/2022/04/******-unionized-port-workers-protesting-in-********-april-26 On May 3 I sent an email to ****************************************************************** I did not get a response so I sent a letter vial certified nail. Still no response I re sent the letter via Priority mail.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a cruise with StarVistaLive in 2019 for a 2020 cruise (February). Obviously , COVID got in the way and they cancelled the cruise. They have us an option of the reschedule sail for 2022 which I accepted. With my account paid in full, my roommate canceled due to COVID concerns as we both work in ****** care. I asked for a transfer to 2023 sail which was denied as well As my subsequent request for a partial refund. I dont feel that our health concerns should be a reason to not allow a partial refund or transfer. They are putting $$ over our health.

  Business response

  06/16/2022

  Dear ****************:
  
  Thank you for contacting the Better Business Bureau regarding your cancelled reservation for the February 26, 2022 sailing of the Celebrity Summit. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared within your complaint.
  
  I am very sorry that COVID-19 concerns prevented you and ****************** from taking the Ultimate Disco Cruise you had scheduled for February. Regretfully, as this was a chartered cruise, Celebrity Cruises has no say in the compensation offered to guests who chose to cancel their reservation for this particular sailing. Instead, it is the company who chartered the cruise that makes those decisions, and contractually we are unable to intervene.We encourage you to reach out to StarVista Live directly to again make your sailing transfer request and discuss your options. Below is the contact information we have listed for the Ultimate Disco Cruise:
  
  Email: ****************************
  Phone: ************
  *Their phone service hours are Monday through Friday, 9:00 am - 5:00 pm (Eastern)
  
  ****************, we truly regret that we arent able to be of more help and wish you only the best.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked two consecutive Celebrity Cruises reservations #******* and *******. These were all booked through Celebrity and included cruise fare, roundtrip airfare, pre-cruise hotel, and shore excursions. I got sick before the cruise and tested positive for covid. When I called on Thurs, May 26, I was told that I would receive a full refund for all of it and that I needed to email my positive test result to ****************************************************************** I was also told that I would receive a call back on Fri, May 27 to confirm receipt of my email and the refund. I emailed the information on May 26, and sent a follow up email on May 28. It's been two weeks now and I have not received a callback or email in response. When I try to call the hold times are in excess of an hour. I would like confirmation that my positive test result was received and that I will be refunded. Thank you very much.$243.58 April 6 hotel $1446.20 April 6 flight $145.98 April 1 shore excursions + $276 April 1 refund $1372.39 March 28 6 day cruise $2062.43 March 28 8 day cruise $250 March 25 deposit Total: $5244.58

  Business response

  06/17/2022

  Dear ******************:
  
  Thank you for contacting the Better Business Bureau regarding your cancelled reservations for the May 29 and June 4, 2022 sailings of the Celebrity Equinox. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  Im very sorry to hear you became ill and tested positive for COVID-19 shortly before the start of your cruise vacation, and I deeply regret this prevented you from being able to sail with us as planned. It is disappointing to learn you did not receive the call back from us that you were promised, and we hope you will accept our sincere apologies. We have checked our customer service inbox and have confirmed that we received the emails you sent on May 26 and May 28. Regretfully, due to a current email backlog, they had not yet been assigned to a representative for handling.
  
  As soon as we received your BBB correspondence, we routed your emails to Support Agent Cyrille, who had previously been assisting you. I am happy to see that shes already reached out to you and provided you with an update regarding the status of your refunds.
  
  For your benefit, I am also including that information below:
  
  Booking *******:
  Total Payment Received: $1,768.37
  
  Refunds Already Processed
  $276.00 disbursed March 29, 2022
  $145.98 disbursed June 7, 2022
  $138.39 disbursed June 7, 2022
  TOTAL: $560.37
  
  Remaining Refund Amount Currently Being Processed:$1208.00
  
  ***********
  
  Booking 1675272:
  Total Payment Received: $3508.63
  
  Refunds Already Processed:
  $128.00 disbursed June 13, 2022
  $1934.43 disbursed June 17, 2022
  $1075.77 disbursed June 17, 2022
  $170.43 disbursed June 17, 2022
  TOTAL: $3308.63
  
  Remaining Refund Amount Currently Being Processed:$200.00
  
  Kindly note that the $1208.00 and $200.00 refunds are both being applied to your Discover card ending in ****. Please allow 30 to 45 days for this credit to show on your account.  
  
  ******************, we appreciate your patience and hope well still have the opportunity to welcome you on board someday soon.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer response

  06/27/2022

   
  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 really appreciate the call back from Cyrille and I'm grateful for her and your help! As of today, I have received a partial refund and am awaiting the remainder, approximately $1,451. But, for now will consider this resolved as I watch for the remaining refund to post. 
  
  Thank you again,
  
  *******************************

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  False Advertising Celebrity advertises their cruise as 9 NT VENICE, ********************* however, they dont go anywhere near ******. In fact, the Ravenna location is listed as 3 hours from the ****** Airport. They claim to disclose the Ravenna location, but it is contained in the fine print and never disclose the travel time until a month before the cruise leaves, when it is disclosed in the Cruise Summary in the Port Directions. Once this information became clear, the attempt was made to modify the flight booked directly through Celebrity Flights, to provide additional time to visit the Venice location at my own cost. However, they wanted to charge a $200 ticket change fee along with prevailing ticket rate, which was an additional $1,400 more than the original tickets. A call was made to Delta Airline to simply move the ticket back one day, but they were unable to help due to the way Celebrity purchases the tickets in bulk, but they said Celebrity should be able to change the ticket at no cost. I expect to pay a ticket change fee, but not the prevailing rate. Multiple hours have been spent on hold and speaking with representatives that were kind, but un-empowered to resolve the issue. Reservation ID: *******

  Business response

  06/11/2022

  Dear ********************:
  
  Thank you for contacting the Better Business Bureau regarding your upcoming June 23, 2022 sailing aboard the Celebrity Constellation. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  I am sorry you found the advertising for your 9-Night ******, Portofino, & ***************************** misleading. That was certainly not our intention, and we apologize for causing disappointment. As background, the cruise title includes a reference to ****** because originally the cruise was scheduled to set sail from ******, *****. Regretfully, last fall, we were informed that the ******* authorities were working on a new tourism management plan that involves reviewing options for a permanent cruise port outside of ******. As a consequence, and until a long-term solution can be implemented, we changed our homeport to *******, *****.
  
  To minimize confusion to those already booked and acknowledge the fact that guests still had opportunities to partake in Celebrity shore excursions featuring ******, we kept the original itinerary name. This change was officially announcedwith notifications being sent out to impacted guests and travel agentson September 8, 2021, just days before your reservation was made. I truly regret that, because of the timing, you narrowly missed out on being more directly informed about the port situation for your cruise. In an effort to accurately present the cruise itinerary, both the cruise itinerary map and the ports of call information that appears on our Celebrity Cruises website does identify the embarkation port as ****** (*******), *****. We appreciate your feedback because this will help us improve our website and marketing materials and ensure we are setting clear sailing expectations for all our guests.
  
  Regarding your flights, I do hope you will accept our apologies for the frustrations youve encountered while trying to adjust your air arrangements so that you could have more time to visit ****** on your own.Ive reviewed the notes on your booking and see that youve spoken with our Choice Air team. Although I am sorry your request had to be escalated to a supervisor, I am glad to see you were ultimately able to cancel your air with us without penalty so that you could rebook your flights independently at a better rate.
  
  ********************, were very excited to welcome you on board later this month! If there is any other assistance we can provide as you prepare for your cruise vacation, please dont hesitate to reach out to our ***************** at ************.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

• Initial Complaint

  06/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had booked a cruise on Celebrity 2 years ago. When Covid got really bad I cancelled my cruise a day before all the companies were cancelling their cruises. My husband has medical issues, and was afraid to go on the ship. When I called Celebrity, told them the reason, had our doctor complete a form, had travel insurance, and they would only give me a credit towards another cruise. Why take out insurance, when you cancel your money isnt refunded.My husband still has a lot of medical issues, and with Covid spiking again, we really do not want to go on any cruise.I would appreciate it if you could try to get a refund for me.Thanks.

  Business response

  06/10/2022

  Dear *********************:
  
  Thank you for contacting the Better Business Bureau regarding your cancelled reservation for the April 13, 2020 sailing of the Celebrity Reflection. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared within your complaint.
  
  Its truly unfortunate that the pandemic prevented you and ******************** from being able to cruise with us in 2020, and I sincerely regret you were disappointed with the compensation provided through the travel protection you purchased. CruiseCare does give guests who need to cancel their booking the opportunity to recuperate at least a portion of their cruise fare costs, but the amount and form of reimbursement is dependent upon the reason for cancellation. In your case, the travel protection provider determined that you qualified for Letters of Credit and not a monetary refund.
  
  We understand that, due to continuing COVID-19 concerns,you and your husband would prefer not to cruise any time soon. In reviewing your situation, I noticed that your Letters of Credit have currently been applied to booking *******, for the November 12, 2022 sailing of the Celebrity Equinox.Although we remain unable to provide you with a refund, if you would prefer not to take that cruise, you do have the option to move your cruise vacation to a later date, and the Letter of Credit funds would move with you. You would just need to be sure you keep the booking number itself active and then change your sailing date and, if needed, the ship.
  
  *********************, I am sorry we cannot give you the refund youre looking for, but I hope knowing you can move your sail date back further without penalty will be of some comfort to you.
  
  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. ↩