ComplaintsforCelebrity Cruises Inc

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a Celebrity transatlantic cruise online leaving *************** on Friday 8th April 2022. I tested positive for Covid and contacted celebrity providing proof of my covid status.We wanted to make another booking for 18th April. This has proven to be a MAJOR challenge. I have spent hours trying to get this sorted. ** told me they cant help, ** told me they cant help because it was paid for in dollars. I got assigned a cruise specialist to help me sort things out. He immediately tells me he cant call me because Im in ** and gave me another number to call in **!! To say the customer service is appalling is an understatement! We are trying to get the refund we are due transferred to the cruise in less than two weeks and no-one can sort it out.

  Business response

  04/15/2022

  Dear ******************:
  
  Thank you for contacting the Better Business Bureau regarding your cancelled reservation for the April 8, 2022 sailing of the Celebrity Silhouette. 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 you were unable to sail with us as originally planned due to testing positive for COVID-19. I also deeply regret how challenging its been for you to obtain your funds back and rebook with us.We hope you will accept our sincere apologies for the frustrations youve faced with our customer service.
  
  It appears there was some confusion regarding your preferred form of compensation for your cancelled reservation, ******. As you requested, we had customer service representative ****** reach out to you to provide her assistance. I was happy to see that she was able to speak with you on Thursday and verify that you would prefer to receive a monetary refund. As ****** advised, a refund of $310.36 USD has already disbursed to a MasterCardending in ****, and an additional $3,550.00 USD has now been submitted to be refunded on that same card. Please allow at least 30 days for this credit to show on your account.
  
  ******************, again, we are truly sorry for the inconveniences you encountered but are glad you gave us this opportunity to assist. Were very glad youll be sailing with us next week and cant wait to welcome you aboard the Celebrity Millennium!
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We booked flights through Flights by Celebrity - we paid $684.76 for the two of us to fly to ************** and the flight was cancelled by American Airlines. We ended up driving to ************** and upon arriving back am now being told by Flights by Celebrity that we are only going to be reimbursed $397.34 instead of $694.76. They are saying this is all that American Airlines will reimburse to them. This is unacceptable since they were the ones who cancelled the flight. We want the total refund of the $684.76 reimbursed to our card instead of $397.34.

  Business response

  04/15/2022

  Dear **************:
  
  Thank you for contacting the Better Business Bureau regarding the cancelled flight associated with your March 26, 2022 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.
  
  I sincerely regret that you encountered a last-minute flight cancellation at the start of your cruise vacation but am glad to hear you were still able to make the cruise by driving to the port. I understand you are seeking a full refund for the air arrangements you purchased and am really sorry to hear this has been a frustrating experience for you. Flights by Celebrity is essentially a booking service for air and not the actual product provider.As a middleman, regretfully, our cruise line is not in a position to make compensation decisions when flight issues arise. We do however work with the airline and advocate on our guests behalf, which is how we were able to get a portion of your air costs refunded. Unfortunately, the remaining amount is still being held by American Airlines and approval for any additional reimbursement must come from the airline itself. As previously advised, at this point, you will need to contact American Airlines directly to appeal for a refund of the remaining funds and confirm your options. Their customer service department can be reached by calling ************.
  
  **************, we apologize for the inconveniences youve experienced with the air refund process. I do hope the $100 Onboard Credit that weve already provided to you as a gesture of goodwill will help make amends for the difficulties youve faced.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer response

  04/18/2022

   
  Better Business Bureau:

  I have contacted American Airlines and they have issued an additional credit but it is going to Celebrity Flights since that was who booked the flights for us.  As long as we get both the initial credit and this additional credit sent to the credit card, I will consider the complaint resolved.  

  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

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife and I booked a cruise with Celebrity in November 2021. The booking ID is *******. We cancelled the cruise on January 11, 2022. Under the Cruise With Confidence policy we were entitled to a full Future Cruise Credit of $2,891.02 which was supposed to be issued to us within 45 days. We have not received it. We need to book a new cruise by March 31, 2022 in order to get the Best Offer Guarantee. We called Celebrity today and asked about out Future Cruise Credit and we were on the phone for two hours with no resolution. They told us to call back on March 31 and hopefully they we will have our Future Cruise Credit Certificate issued so we can use the Certificate number for the new cruise. This Certificate should have been issued and emailed to us by February 25, 2022. Please help us to get our Future Cruise Credit Certificate ASAP so we can use our credit for the cruise we want to book by March 31, 2022. Thank you.

  Business response

  04/07/2022

  Dear ******************:
  
  Thank you for contacting the Better Business Bureau regarding your cancelled reservation for the January 23, 2022 sailing of the Celebrity Edge. 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 there have been delays in the processing of your Cruise with Confidence Future Cruise Credit. Ive reviewed our logs and found that you did follow up with Celebrity support agent ***** on March 31,2022. It looks like she advised that a refund of the taxes and fees in the amount of $276.02 is being credited to an **************** card ending in **** and also confirmed that your $2,615.00 Future Cruise Credit is still in the process of being created. I was happy to see that you were given the opportunity to make a new booking with an extended option date and will be able to apply your credit it toward that booking, *******, as soon as it becomes available, which should be within the next couple weeks. Although I truly regret the inconveniences youve encountered because of the delayed Future Cruise Credits, I do hope the assistance you have been provided has helped make the rebooking and credit application process a bit less stressful for you and your wife.
  
  ******************, were very glad youve made plans to sail with us on the Celebrity Apex this summer and cant wait to welcome you and ****************** aboard!
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

• Initial Complaint

  11/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please see the attached.

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/12/08) */ Dear Mr. *******: Thank you for contacting the Better Business Bureau regarding your January 30, 2022 sailing of the Celebrity Edge. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the concerns you have shared within your complaint. We are very sorry you encountered difficulties while attempting to reprice booking XXXXXXX. I'm sure it must have been disappointing to find a discounted price online only to be told when you called in that you were not eligible for that promotional rate. I've reviewed your circumstances and have noted that we recently discovered multiple Captain's Club numbers associated with your name. It is possible that the Preview Member Savings Offer discount erroneously showed as available to you online because you entered the membership number that had you incorrectly classified as a Preview-level member instead of Select. We sincerely apologize for the confusion this caused and would like to make things right. Although we cannot offer you a price reduction you did not qualify for, we are happy to provide you with a goodwill Onboard Credit in the amount of $315.00, which is a little more than the discount you would have received through the promotion. This credit has already been applied to your upcoming reservation and can be used toward your shipboard purchases. Mr. *******, we can't wait to welcome you aboard the Celebrity Edge next month! We hope the credit we've provided enhances your cruise vacation and helps make amends for your frustrating repricing experience. Sincerely, ***** ********** Celebrity Cruises Consumer Response /* (2000, 7, 2021/12/10) */ I am pleased with the resolution offered by Celebrity Cruise. Thank you.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12-11-19, I booked a Celebrity Cruise through ICruise.com, Celebrity Cruise booking #XXXXXXX. The total paid to Celebrity was $5291.10 on my credit card. On 10-19-20, Celebrity cancelled the cruise due to COVID-19 mandates. Celebrity issued me a cruise credit of $2558.00, plus an extra 25% of the cruise credit was gifted to me for keeping the cruise credit in Celebrity. On 11-17-20, I booked another Celebrity Cruise to use my cruise credits. I paid an $927.76 up front for the new cruise to cover taxes and etc. The total amount I paid into my Celebrity Cruise account was $6218.86, Celebrity Cruise Booking #XXXXXXX. Celebrity cancelled this new cruise on 7-19-21 due to COVID -19 reasons. Total credit card payments made to Celebrity Cruises is $6218.86 So far Celebrity Cruises has only credited my credit card only $3401.10 The Celebrity Cruise Credit is $2558.00 Celebrity Cruises still owes my credit card account $259.76. I have sent dozens of emails to Celebrity Cruises through ICruise.com which Celebrity insists I communicate through, sending them my credit card statements that give proof to my claims of being owed money by Celebrity Cruises. Celebrity Cruises claims they do not owe me. Attached is a ledger of my credit card transactions reference this matter.

  Business response

  12/06/2021

  Business Response /* (1000, 6, 2021/11/15) */ Dear Mr. *****: Thank you for contacting the Better Business Bureau regarding your cancelled reservation XXXXXXX. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared within your complaint. I am sorry you've encountered difficulties while trying to ensure you are correctly refunded for your cancelled Celebrity Summit cruise that had been scheduled for November 13, 2020. Regretfully, as you've already been informed, we are unable to discuss financial information with you because you were booked through a travel agency. Knowing that you are eager to have answers, we've reached out to your agency on your behalf. They are currently reviewing your reservation and should be getting in touch with you soon to go over the numbers with you. We appreciate your understanding and hope your travel agency will be able to provide you with all the assistance you are seeking. Sincerely, ***** ********** Celebrity Cruises Consumer Response /* (3000, 8, 2021/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Better Business Bureau; I have complied with all requests that Celebrity Cruises have placed upon me to go through the tour agency I booked my Celebrity Cruise with. I was in continuing contact with Supervisor ***** Glass (***********@arrivia.com) at ICruise.com. I provided her with all of my information reference my Celebrity Cruise account, and I assumed she passed it along to Celebrity. Ms. Glass Was able to get Celebrity to refund some of my money, but not all of it. Celebrity Cruises still continues to hold on to $259.56, and not refund it to my account. I have continued to reach out to Ms. Glass to encourage her to keep contacting Celebrity to refund my money. However, the last email I received from Ms. Glass was on 10-27-2021. I have sent her several emails since then trying to reestablish communication. However, I have not received any response, or even an acknowledgment to my emails. With the non response from ICruise and Celebrity Cruises' policy of not discussing their customer accounts even with the customer ???? has caused by fault or design a "Catch 22" situation where no matter what I do to resolve the issues between Celebrity Cruise, ICruise.com and me, nobody will speak to me. Celebrity Cruise and ICruise.com has caused a toxic situation that I felt I had to reach out to the Better Business Bureau to see if they can help me to make things right. But let us not allow ***** ********* from Celebrity Cruises to lead us away from the main focus of my complaint. It is Celebrity Cruises (not ICruise.com) that debited my credit card account, it is Celebrity Cruises (not ICruise.com) that made partial credits back into my credit card account, and it is Celebrity Cruises (Not ICruise.com) that owes me the $260.56. I am positive it is Celebrity Cruise (not ICruise.com) that maintain my Celebrity Cruise Customer account, and are the ones that are sole responsible for returning the money they owe me. Celebrity Cruise making customers go through the agency that booked them is nothing more than a ploy to confuse and confound the customer in hopes they will go away, and Celebrity can keep their money. I have submitted all of my credit card statements along with a ledger of Celebrity Cruises' debits and credits to my credit card account that proves how much Celebrity owes me. If Celebrity Cruise has something different, then let's see it. Otherwise, Celebrity is just being arbitrary in it's attempts not to refund me what is rightfully mine. I want The Better Business Bureau to keep my complaint active against Celebrity Cruises until my money ($260.56) is returned to me, and if Celebrity Cruises refuses to return my money, then have the BBB resolve this issue the best way they can the discourage Celebrity Cruises from acting this way towards there customers in the future. Sincerely, ******* ***** Business Response /* (4000, 10, 2021/12/03) */ Dear Mr. *****: Thank you for your follow-up email to the Better Business Bureau. On behalf of Celebrity Cruises, it is my pleasure to review your additional concerns. I am sorry that you still have yet to hear from your travel agency. We did reach out to ICruise.com on November 15, and they indicated they would be getting in touch with you to review the money on your booking. It appears the recent Thanksgiving holiday delayed their efforts. I wish to assure you that we want you to receive all the money owed to you. Contractually, we simply cannot discuss financial information with you because you are booked through an agency. I sincerely regret that this limitation has caused added frustration. We have now followed up with ICruise.com. They have advised that they've done their research and are ready to review the numbers with you, so you should be hearing from them soon. Mr. *****, we appreciate your patience and wish you only the best. Sincerely, ***** ********** Celebrity Cruises Consumer Response /* (4200, 12, 2021/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Ms. ********** You do not have to discuss financial information with me. All you have to do is the right thing and have Celebrity Cruises credit my credit card account $259.56. Then everything will be settled between us, and we can all move on. If your company is insisting on contact with ICruise.com, then pick from any of at least dozen emails and/or telephone conversations they have had with Celebrity so far telling you that you have shorted me on the cruise refunds to my account. Then it is simple arithmetic of my Celebrity Customer account which seems to confound Celebrity Cruises. Dear Better Business Bureau, It is my experience with ICruise.com that they are totally relying on the accounting information provided by Celebrity Cruises, so basically ICruise.com is contacting Celebrity and saying "The customer is saying you've shorted them, here's the attached proof." Like I say this scenario has happened at least a dozen times since August. 2021. Celebrity has had my credit card debit history for months, and knows exactly how much I have paid them. Celebrity should know how much they have credited my account, and they know how much they have shorted me. Now, Ms. Christnat would like you to think this is something new, and they are just hearing about it, and they haven't had any contact or information from ICruise.com about it. Well, that just isn't true, and they are well aware of the total amount they owe me. Having to have another contact with ICruise.com to rehash what Celebrity Cruises has known for months is nothing more than a stall tactic. As you can see from the proof submitted in this case, Celebrity Cruises is doing nothing more in their responses than just being arbitrary in their excuses to not settle the situation of money owed me from their canceled cruises, and the reasons for the excuses given for not paying me back is nothing more than "an avowal of adherence expressed in words but not backed by deeds," aka: Lip Service. Sincerely, ******* *****

• Initial Complaint

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am beyond frustrated with this company. I booked a cruise in Jan 2020 for Aril 2020 and due to travel restrictions (I was not able to travel out of Canada to FL) I cancelled the trip may 10 - just a few days before Celebrity cancelled the cruise. Because I was first they refused to offer me the full refund or 125% FCC they offered everyone else. I tried to fight this and gave up. In Jan 2021 I booked the same cruise (at a higher cost to me) with my FCC for Dec 2021 but in August learned celebrity wouldn't let me board in FL because I had mixed vaccinations for Covid. I called them to get the final payment date extended just in case things changed but they refused and told me they were cancelling my cruise and refunding me. I would get a refund in 45 days. 60 days later I found out there was no refund, only the same FCC I had before. Problem is I was told I was getting a refund to my credit card so I booked a resort in MX for that date so was now stuck. They said NO WAY was I getting a refund and they were "sorry" their staff misspoke. Now I am told I have to use the credit by 2022 or lose it. I can't travel in 2022 - can they keep my money???? I am furious. I am angry that there is NOBODY there to talk to and all emails go unanswered. I think they are being unreasonable. I am going to be out $1800.00 and nobody will help. Do I need to get a lawyer?

  Business response

  12/10/2021

  Business Response /* (1000, 7, 2021/11/12) */ Dear Ms. *****: Thank you for contacting the Better Business Bureau regarding your reservation for the December 10, 2021 sailing of the Celebrity Equinox. 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 you've had such a frustrating experience when dealing with our cruise line. We have reviewed the history of your booking and the interactions you and your travel agent have had with our representatives, and we would like to make you an offer in light of our findings. The specific details of our offer will be sent to you as response to the email you submitted to our customer service department on October 16, 2021, and you will be required to provide a signed non-disclosure agreement to us in order to take advantage of the offer. Ms. *****, we're grateful you've taken the time to bring this situation to our attention, and we look forward to providing you with a satisfactory resolution. Sincerely, ***** ********** Celebrity Cruises Consumer Response /* (3000, 14, 2021/12/02) */ I have been waiting for the refund promised by Celebrity. Once I had that I was going to contact you to advise you I got the result I was after and the case can be closed, to date the credit has not been rec'd but I expect it should be soon. Business Response /* (4000, 17, 2021/12/08) */ Dear Ms. *****: Thank you for your follow-up email to the Better Business Bureau. I checked into the status of your refund and am happy to confirm that the promised credit disbursed to your MasterCard(r) ending in 0841 on November 23, 2021. Hopefully, by this time, the money is now showing in your account. If there's anything else you need from us, please don't hesitate to reach out again. Sincerely, ***** ********** Celebrity Cruises Consumer Response /* (2000, 19, 2021/12/10) */ Everything went very well, case closed! I thank you very much for your help in this matter! I never would have been able to do it without you!

• Initial Complaint

  09/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 26 I called Celebrity Cruises to cancel a booking for May 2022 (#XXXXXXX). I spoke to ******** who said I would get a refund of $717.32- a full refund of the amount I had paid up to that point within 7-10 business days. On August 18th I emailed the organization regarding the refund as I had not received it. I have had no response. I called Celebrity again on August 24. The first rep could not help me and transferred me to Tangie. She looked into my issue and says she could see the funds have been sitting waiting to be refunded to me since July 27. Tangie said she would expedite the refund and follow up with me. As of today, Wednesday, September 1, I have yet to receive my refund or any follow up from Celebrity. It has been 27 business days and over five weeks since I canceled the cruise. It is unacceptable that I am continuing to have to take time to request a refund of my money. If Celebrity cannot process funds in 7-10 business days they should post a policy they can honor.

  Business response

  09/13/2021

  Business Response /* (1000, 5, 2021/09/08) */ Dear Mr. ******: Thank you for contacting the Better Business Bureau regarding your May 29, 2022 sailing on the Celebrity Equinox. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you identified within your complaint. In these difficult times, we understand how important it is for our guests to receive the money due back to them in a timely manner. I apologize for the delay in your receiving your refund. I was able to research your refund and see that on September 2, 2021 a full refund was issued to your Visa card. These funds should show available to you at this time. Mr. ******, I apologize for the delay. We do hope to welcome you on board a Celebrity Cruise in the future. Sincerely, ******** ***** Celebrity Cruises Consumer Response /* (2000, 7, 2021/09/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  08/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Celebrity Cruises Reservation #XXXXXXX Had a cruise (for 2) booked for March 2020, which I cancelled due to pandemic with the assurance that I would not be penalized and received a future cruise credit of $2299 for each passenger. The only items I was reimbursed for were the excursions and specialty dining. I booked a cruise with Celebrity for this November. When I made my reservation I was told I was all set and that my future cruise credits would cover everything. I just received an invoice with a balance of 715.54. I still have future cruise credits ( the manner in which I received reimbursement) available. I have been advised that future cruise credits cannot be used for taxes and insurance. In essence I will be paying a second time for insurance and taxes on a cruise I never took.

  Business response

  09/30/2021

  Business Response /* (1000, 7, 2021/08/25) */ I have had future cruise credit with Celebrity from March 2020, as a result of a cancellation due to COVID. I rebooked and was scheduled to cruise in November 2021. I have cancelled this cruise due to CDC recommendation that disabled and older Americans should not cruise. My husband and I are both senior citizens and my husband is disabled. I am no longer interested in cruising due to the CDC recommendations and the outbreaks of COVID on ships where the majority are vaccinated. I have requested a full refund from Celebrity and have been advised that the company policy prohibits them from issuing a refund. My cancellation #D187S6I. Booking #XXXXXXX I am requesting a full refund in the amount of $5219.36 which is the amount originally paid for this cruise. Dear Mrs. ******: Thank you for contacting the Better Business Bureau regarding your canceled reservation for the November 29, 2021 sailing of the Celebrity Millennium. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you've shared within your complaint. We are very sorry you were unable to sail with us due to the coronavirus outbreak. Because we understood many of our guests would be hesitant to travel due to health concerns, we introduced our Cruise with Confidence cancellation policy in early March 2020. At the time of your reservation's cancellation, this policy allowed guests with cruises set to take place on or before April 10, 2020, the opportunity to cancel and have the entire cruise fare they paid back in the form of Future Cruise Certificates. While we know you would prefer to receive a monetary refund, our Cruise with Confidence compensation option was the only one available for your reservation when you chose to cancel on March 8, 2020, and it is the offer you accepted. If, as the expiration date of the cruise credit approaches, you your family remain unable to travel due to personal reasons, we would be able to grant an exception and allow you to transfer your Future Cruise Certificates to others. Should you decide to pursue this option, you would just need to provide us with a notarized letter that names the individuals you are giving the credit to and officially authorizes us to transfer ownership of your certificates to them. We will need to receive this request by August 31, 2021. Mrs. ******, we do hope that, in the months ahead, you will find a good opportunity to make use of your future cruise credit. We would love to welcome you aboard a future Celebrity sailing. Sincerely, ******** ***** Celebrity Cruises Consumer Response /* (3000, 9, 2021/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Celebrity cruise has stated that I received future cruise credits in the full amount of the March 2020 cruise that was canceled due to COVID-19. This is not correct. I paid $5219.36 for the original cruise, however only $4196.00 was applied to my rebooked cruise for November 29, 2021. I was advised that it was "company policy" to disallow payment of insurance and taxes, fees and port expenses by using future cruise credit, however the taxes, fees and insurance that I paid for the March 2020 cruise were only reimbursed by future cruise credits. Celebrity cruises has not honored their "cruise with confidence" guarantee Additionally my husband and I are both senior citizens and my husband is disabled. The CDC has recommended that we SHOULD NOT Cruise. Carnival is offering their bogus "cruise with confidence" guarantee again, but as I indicated above they did not honor in their guarantee the first instance and I no longer wish to be associated with this cruise line. And the offer to transfer credits to someone else is not an option. For all of the above reasons I am continuing my request for a full refund of $5219.36. Business Response /* (4000, 11, 2021/09/08) */ Dear Mrs. ******: Thank you for your follow-up email to the Better Business Bureau. On behalf of Celebrity Cruises, it is my pleasure to review your additional feedback. I see that you are again asking about a refund, but regretfully that is not something we will be providing to you. Other guests are receiving a refund option because their reservations were still active when we announced the global suspension of our sailings. Because it is important that we treat all impacted guests fairly, we will not be adjusting offers provided to guests whose reservations were cancelled before we made the decision to cancel their cruise. Regarding your concerns about being able to use your certificates when it is safe, we know these are uncertain times, and we continue to carefully monitor the evolving global health situation and its long-term impact on international travel. Right now, it is too early to foresee what the future *** bring. We will, however, continue to look to the recommendations and guidelines set forth by the CDC and WHO when making our decisions. I assure you that we will act in the best interest of our guests.. Mrs. ******, I am really sorry we can't give you what you have asked for, but I hope you'll find some comfort in knowing that, because your booking was cancelled early, you were able to avoid the stress of having to deal with extended travel uncertainties and an unexpected sailing cancellation. We do hope that, in the future, we will have the opportunity to welcome you on board for an exceptional Celebrity experience. Sincerely, Consumer Response /* (4200, 13, 2021/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The cruise line did not address the fact that I have never received full reimbursement via future cruise credits. Will I now be extended future cruise credits in the full amount of $5,219.36? Business Response /* (4000, 15, 2021/09/21) */ Dear Ms. ******: Thank you for your follow-up email to the Better Business Bureau. On behalf of Celebrity Cruises, it is my pleasure to review your additional feedback. Upon review of your booking XXXXXXX the full amount of $4196.00 received is available to you with the future cruise vouchers. On this booking I am not showing any further payments. Our Celebrity Engagement Center is available at X-XXX-XXX-XXXX to review payment on your reservations. Ms. ******, I hope this email is of assistance to you. Sincerely, ******** ***** Celebrity Cruises Consumer Response /* (4200, 17, 2021/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am referring to the original payment amount of $5219.35 on cruise Reservation ID: XXXXXXX. This was the original cruise I cancelled in March of 2020. At that time I was told I would receive fcc for the FULL amount of $5219.35. I rebooked a cruise for November 2021 (reservation ID XXXXXXX) and the cruise credit applied was only $4196.00 which is $1,023.36 less than the original payment amount. Furthermore, I was advised that taxes and insurance charges would not be payable with FCC (a company policy) even though that was the method I was originally reimbursed for those charges. I am requesting full refund or fcc in the full amount of $5219.35 and the ability to use those credits for any and all expenses associated with any future reservation Business Response /* (4000, 19, 2021/09/29) */ Dear Ms. ******: Thank you for your follow-up email to the Better Business Bureau. On behalf of Celebrity Cruises, it is my pleasure to review your additional feedback. On your original booking your taxes and fees were returned to the card on file. There is no refund on Cruise Care when booking was canceled with cruise with confidence. With those amounts and the amount of your future cruise credit all money paid to Celebrity is accounted for. For further details you can contact our engagement center at XXX-XXX-XXXX. Ms. ******, I hope this information is of assistance to you. Sincerely, ******** ***** Celebrity Cruises Consumer Response /* (4200, 21, 2021/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) When will I receive my future cruise credit certificate

*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. ↩