ComplaintsforCelebrity Cruises Inc

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Initial Complaint
03/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Booking date: 11 July 2023 for Date of Departure: 02 Jan 2025 (not 2024)Date cancelled: 24 Jan 2024 Cancellation Invoice: 08 Mar 2024 Deposit $900 forfeited due to Non Refundable Deposit (***)I called and was explained the booking was included ***.I opposed nowhere online showed the *** feature when I booked one year ahead.I did not see it, I did not find it. It was hiding somewhere in the vast online details.It was not fair to me as first time. I was led to booking without a slight warning of ***.The implication of *** was not clearly shown, not sufficiently reminded me of this feature.So far, they sent me 2 emails rejecting my refund request.
Business response
03/23/2024
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 reservation, I show this cruise reservation was created under a non-refundable deposit, because you booked with a nonrefundable deposit, if the reservation is cancelled your full deposit is nonrefundable, for that reason, amount has been held in penalty. The booking is currently subject to USD ****** cancellation penalties.
Although I certainly empathize with your disappointment concerning losing the deposit, we cannot fulfill your refund request. Please contact your private insurance company to claim further refunds.
************, we wish you only the best.
Sincerely,

**************** Miguel
Celebrity Cruises
Customer response
03/25/2024

Complaint: 21463279

I am rejecting this response because this cruise is not serving customers but demanding customers to serve them.
To rip customer's money off before rendering any services, using hiding and perplexing tech tricks on their website, this company has employed unfair and confusing ways to get customer's deposit. I believe it was a trick against clarity. Someone higher will take a close look at cases like mine. Besides is non-refundable deposit legal?
Please show me other more effective channel to proceed my case.

Sincerely,

***********************
Initial Complaint
03/20/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We have an upcoming trip booked with Celebrity for March 30th. Since booking in January we have had multiple issues and the one that has persisted since February 29th, Celebrity still has not addressed.First, we booked and paid for the cruise in full ($4924). Shortly after, I started getting emails to pay the outstanding balance, which showed as double the amount. I had to call to get these emails to stop as they were threatening to cancel the trip. They didn't know why the error occurred but they fixed it.Feb 29th, we tried to reserve dinners and got "Oh no, one of your guests isn't eligible."I had to call to try to resolve this and they opened a support ticket. They said it would be ***** hours. I followed up 4 days later when it still wasn't addressed. I got an email response saying it could take 10 days. Now it's been 20 days and the issue is still not solved.I followed up again last week and got no response. We are 10 days from sailing and we can't book dining for our reservation. The customer service has been awful.With the trip and our drink package we have spent $6700 dollars and Celebrity has provided zero customer support or service. This experience is putting stress on our trip because of the multiple errors we are experiencing and we have no faith in their customer service. The fact that ********************** won't contact us back and has not resolved our app issue despite having at IT ticket opened and them providing SLAs for the resolution time, which they have not met is not acceptable when we have spent so much money with them.There are further details about the attempts to contact Celebrity as well as more specifics to the issues that we have faced in the attached email.
Business response
03/23/2024
Dear *************:

Thank you for contacting the Better Business Bureau regarding your Celebrity Apex 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, we no longer have availability to book ****** Main dining pre-cruise. However, your dining preference is listed as Celebrity Select, our most flexible dining option. As such, you may arrive to be seated for dinner in the main dining room at any time between 6:00 pm and 9:30 pm. While these reservations can be made by the Matre d on board.
I see that your Celebrity sailing is just around the corner, and I hope youre just as excited as we are for your cruise vacation to begin. We look forward to welcoming you aboard!

Thank you for choosing Celebrity Cruises.

Sincerely,

**************************;
Celebrity Cruises
Customer response
03/25/2024

Complaint: 21461754

I am rejecting this response because: this did not address my issue at all.
The response that there is no longer availability for dining - of course there isn't. It's 4 days before sailing and I have had an issue for a month that Celebrity FAILED to address and solve.
The reason I contacted BBB was because of Celebrity's poor customer service and failure to address the issue and this response is another perfect example of Celebrity's poor customer service.
Sincerely,

*******************
Initial Complaint
03/16/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
opened a celebrity credit card to use it on my cruise.I spent $455.00 or more but was told I could not use rewards on a past cruise but needed to spend on a future cruise. Unless I purchase a new cruise I cannot use them I have ****** points. We sailed on Feb 24th on ascent. credit card # *****************.
Business response
03/22/2024
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.
First and foremost, we are truly sorry you were not able to redeem your points pre-cruise. According to the policies, guests should redeem and apply Celebrity MyCruise Rewards Points at least 7 seven days prior to sailing date. If you redeemed online and did not use the redemption, a new booking must be made and the points transferred within the six-month timeframe, not that the sailing itself must be taken within that time period.
When making plans for your next cruise vacation, you are welcome to contact Celebrity Cruises at ************, as we would be happy to help ensure that your MyCruise Rewards Points are properly applied to your new reservation.

**************, we wish you only the best and look forward to having you back on board when the time is right.
Sincerely,

**************** Miguel
Celebrity Cruises
Initial Complaint
03/16/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We took a ** Cruise on their newest ship Celebrity Ascent. Great cruise until we got home and saw they charged us for charges from a cabin that was not ours. They have not issued a credit after numerous efforts, the only person to actually respond back told us to dispute with our ******************* (which we did and they objected), calls to their *************** have been useless since their only response is "we are still waiting for information from our accounting office" (I was so frustrated I simply hung up on one of their customer service people). Facts are that after more than two months I am still fighting over credit card charges that I did not incur, for people I don't know and Celebrity won't tell me how my cc was even on their account.
Business response
03/22/2024
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 reservation, this is being currently handled by our Executive team. Kindly contact ***** back for further assistance.

Have a wonderful day.

Sincerely,

**************** Miguel
Celebrity Cruises
Customer response
04/15/2024
In response to your email we called Celebrity and Ms. ******* twice and have yet to receive a response.
Thank you for your follow-up since this is really the first time anyone has followed up with us on this issue.
***************************************

Customer response
04/16/2024

Complaint: 21442230

In response to your email we called Celebrity and Ms. ******* twice and have yet to receive a response.

Thank you for your follow-up since this is really the first time anyone has followed up with us on this issue.

***************************************

Sincerely,

***************************************
Business response
04/16/2024
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 rebuttal.

Upon review of your reservation, this is being currently handled by our Executive team. Kindly contact ***** back for further assistance.

Have a wonderful day.

Sincerely,

**************************;
Celebrity Cruises
Initial Complaint
03/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Husband and I were booked on 1/8/24 for a Celebrity Cruise aboard the Celebrity Equinox and we got sick and had to cancel trip. In turn Celebrity after calling a couple of times refunded my excursions, internet on boat, specialty dining, drink packages but never refunded my Port Fees which come out to $262.44. We had issues getting AON insurance to pay us as they were not getting the amounts right and just now has it been straightened out. The young lady from AON told me to call Celebrity about getting back the port feed which I did. On the 4th of March I spoke to a ******** who checked and definitely said the $262.44 for port fees was not refunded. At that time he took my credit card info and told me it would be refunded. I never received it back so I called again on the 13th and the agent told me it was reversed and did not know why. Then I asked for a supervisor and waited a total of 45 minutes to speak to a supervisor by the name of ****** who informed me he would look into same and get back to me in 3/21. I dont have any disputes against Celebrity which I originally did to get my money back so I am very confused why the port fees were reversed. I just want my money back. Please help thanks
Initial Complaint
03/12/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Reservation ID: ******* & ******* I'm from ************. I reserved Celebrity Silhouette 4 nights Key ************** cruise line for my parents, husband and me from Celebrity website on 12/13/2023. The departure date was 2/8/2024 from *************** port. Both of my parents are in 80's, they never took a cruise before, nor did my husband and me. We'd been looking forward to the trip. In order to bring all documents required to get on board successfully since my parents were not American citizens, I made two calls to Celebrity Cruise at ************** for advice on 12/13/2023 and 12/14/2023. Both calls were answered by **********-based representatives. It was very much challenging to communicate with them. I was informed a passport and local ID such as driver license should be fine.On the boarding date 2/8/2024, the port staff told us they couldn't check in with my parents because they didn't have green card with them, CBP would deport them if they return from cruise trip to reenter U.S. without presentation of green card. However, I was not told of this information by either representative I spoke with over the phone earlier. I WAS MISINFORMED. My parents didn't speak English nor drive, my husband and me couldn't abandon them at the port for four days. It left us no choice but to pay over $1000 to change the air ticket and return to ********* overnight. It was a nightmare. One supervisor reimbursed me the cruise fare after verification. But she refused to refund me airfare difference $1,048.32 which occurred as a consequence of the misinformation, instead she offered $1000 Celebrity Cruise credit. Our heart sunk with Celebrity, we chose the service with Celebrity in the first place, but they misinformed us, and the trip ended up in such a huge misery. How dare we cruise with Celebrity again? I request Celebrity to refund me $1,048.32 on airfare difference and compensate me and my family on emotional distress.
Business response
03/19/2024
Dear Ms. ********************** you for contacting the Better Business Bureau regarding your Celebrity Silhouette sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint.

I was sorry to learn that you were unable to ************** aboard the Celebrity Silhouette in February as planned. Its always difficult to deny a guest boarding, as we understand how much our guests look forward to and have invested in their vacation. Ultimately, it is each guests personal responsibility to identify and obtain the necessary travel documents before beginning their cruise. Refunds, therefore, are very rarely given in circumstances such as yours.
Upon review of your reservation, it shows that you have been assisted already by our resolutions team.
Unfortunately, we will not be refunding the airfare you request, been booked outside Flights by Celebrity.

It was a pleasure corresponding with you. We wish you and your family only the best and hope to welcome you all on board one of our ships soon.

Sincerely,

**************** Miguel
Celebrity Cruises
Customer response
03/19/2024

Complaint: 21422229

I am rejecting this response because:
Your response was reviewed. Below is the clarification on the facts.
1. If I hadnt called Celebrity for the guidance of documentation, I would have been responsible for the consequence. HOWEVER, the truth was I called Celebrity for guidance. Any agents who answered my call were deemed on behalf of Celebrity. I honored the information and advice given by Celebrity. Can you imagine how desperate we were when we discovered Celebrity had provided us with incorrect and misguiding information at the last moment? THUS, CELEBRITY MISINFORMED US AND OUGHT TO BE RESPONSIBLE FOR THE MISERABLE ENDING OF THE *****
2. My parents, 80+, neither speak English, nor drive. If my husband and me had got on board while leaving my parents at the port lobby for four days, could you imagine what would have happened to them? How would you handle the situation?
3. I didnt know I could book air tickets through Celebrity. Staff at the port did not inform me that Celebrity could provide us with airline reservation service either. The additional airfare occurred due to changing tickets from 2/12 to 2/8 should be responsible by Celebrity as consequence of misguiding us on the documents. Otherwise, we could have got on board, rest and enjoyed cruising time, and got on plane on 2/12 as planned.
4. ******, who addressed my concerns told me of her limits. I was not satisfied with her resolution. Thats why Im filing a complaint with BBB.
Customer response
03/20/2024
Hi. I responded to Celebrity on 3/19. I'm wondering if they received my response? Could you please reopen the case? Please find below my response on 3/19:
Your response was reviewed. Below is the clarification on the facts.

1. If I hadnt called Celebrity for the guidance of documentation, I would have been responsible for the consequence. HOWEVER, the truth was I called Celebrity for guidance. Any agents who answered my call were deemed on behalf of Celebrity. I honored the information and advice given by Celebrity. Can you imagine how desperate we were when we discovered Celebrity had provided us with incorrect and misguiding information at the last moment? THUS, CELEBRITY MISINFORMED US AND OUGHT TO BE RESPONSIBLE FOR THE MISERABLE ENDING OF THE TRIP.
2. My parents, 80+, neither speak English, nor drive. If my husband and me had got on board while leaving my parents at the port lobby for four days, could you imagine what would have happened to them? How would you handle the situation?
3. I didnt know I could book air tickets through Celebrity. Staff at the port did not inform me that Celebrity could provide us with airline reservation service either. The additional airfare occurred due to changing tickets from 2/12 to 2/8 should be responsible by Celebrity as consequence of misguiding us on the documents. Otherwise, we could have got on board, rest and enjoyed cruising time, and got on plane on 2/12 as planned.
4. ******, who addressed my concerns told me of her limits. I was not satisfied with her resolution. Thats why Im filing a complaint with BBB.
Initial Complaint
03/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This your company has employees hounding guest, staying on them the entire time they are at the shop. He boldly lied and said this was a special, I could only get there. That I could not get it anywhere else and it was the lowest price offered anywhere with this brand. The kept on and on said I could get it resized, no problem. As soon as I signed he left my side finally. He could not resize it. Said I could mail it. It was a hoax. I walked off the ship and could not get back on to return it. When I walked off and *********** I found the brand and the exact ring half that price and my size. I have been contacting them for 4 months and I only get told that someone will contact me but they never do. They run you around in circles constantly hoping you give up. I have put in more time and should be paid extra for all of this. Its unfair really.
Business response
03/12/2024
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 reservation, I found that you are currently being assisted by our Executive team to resolve your situation with the vendor. If you need anything else, please do not hesitate to contact *****.

******************, we truly hope that all the other aspects of your cruise fulfilled your expectations and that these positive experiences are not overshadowed by the disappointment you described. It would be our pleasure to welcome you back on board one of our ships in the near future for a fully satisfying cruise experience.

Sincerely,

**************** Miguel
Celebrity Cruises
Initial Complaint
03/05/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Took a cruise on Celebrity Silhouette February 12 through February 22. Flew down to *************** to get on ship and rented hotel room February 11 and February 22 to go home as our plane left at 6:30 am on the 22nd so we needed to leave on the 23rd. First night of cruise I was seated for dinner and the chair I was given had a leg that broke and I fell on my hand. It got extremely swollen the next day and I had to go to medical three days on board. They had me icing it several times a day as X-rays showed no break. We canceled three excursions we had booked as I could not travel without icing my hand. Customer relations got me vouchers for the cost of the cruise and when they had me sign them I was told I could still pursue my airline and hotel charges with the home office when I returned. I have been in contact with Celebrity executive office and they said they would not budge on their offer to me. I was lied to and need Celebrity to step up and give me an on board credit for some if not all of my expenditures. This accident was purely their fault and they need to take responsibility.
Business response
03/11/2024

Dear ****************:

Thank you for contacting the Better Business Bureau regarding your Celebrity Silhouette sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint.

We remain very sorry that you are unhappy with the compensation we have extended to you and *****************. As weve already thoroughly reviewed your complaint, we will regretfully not be making any further changes to our offer. If you decide, at a later time, to take advantage of the Future Cruise Credits that have been made available to you and *****************, please do not hesitate to reach out to us again, and we will be happy to assist. This compensation will remain available to you until February 18, 2026, which is two years from the date it was initially presented to you.

****************, accept our best regards and well wishes.

Sincerely,

**************** Miguel
Celebrity Cruises
Customer response
03/12/2024

Complaint: 21390174

I am rejecting this response because: they have not addressed the fact that I was lied to by their customer support staff. I was told that if I signed the voucher I could still pursue my other out of pocket expenditures. That was not the case. You need to train your onboard staff better so they can tell your passengers once they sign the document that is the end. It should have been evident to me that after this happened I was getting phone calls every day from customer support to see how I was feeling and how was my hand. The day I signed the document I never received anymore calls to see how I was doing for the remainder of the cruise. I am still seeking a minimum onboard credit of $500 for my next cruise.
Celebrity also needs to tell me how I go forward with any follow up medical bills related to my hand which I was told Celebrity would cover since it as their fault. How do these get submitted? That question was in my fist emails to them.

Sincerely,

***********************
Initial Complaint
02/28/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I HAD BEEN ISSUED A CERTIFICATE FOR CREDIT $200 ON BOARD MY SHIP AND ISSIUED THE REAL CERTIFICATE-- THEN 30 DAYS LATER THEY CANCLED MY CERTIFICATE---
Business response
03/11/2024
Dear ****************:

Thank you for contacting the Better Business Bureau regarding your Celebrity Future Vacation reservation. 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 CP booking, I show we did not receive payment for it, so that is the reason it got cancelled.

Please do not hesitate to call our ***************** at ************ if you have any questions or would like additional assistance.

Sincerely,

**************** Miguel
Celebrity Cruises
Customer response
03/11/2024

Complaint: 21360321

I am rejecting this response because:

Sincerely,

***************************

THE certificate
WAS given to me on the ship after they posted it- ( I HAVE IT ) then a month later Celebrity decided to canceled the certificate because they did not charge my credit on file -and they NEVER CALLED ME-- ( NOT MY PROBLEM )

BEST CHOICE charge my credit card again and re-issue the certificate not customer problem-
Initial Complaint
02/22/2024
Complaint Type:
Product Issues
Status:
Unanswered
The business failed to respond to the dispute.
I purchased a cruise through Celebrity Cruises on Black Friday 2022. The sail date was in March 2023. I contacted them in February 2023 to inform them I had a double ear infection, sinus infection, and would be unable to fly due to these severe sinus issues. I offered to provide medical documentation. I believe the agent said it was not necessary, and said he would give us a credit toward another sail date within three years. We contacted them yesterday to redeem this and were told the agent did not honor this on his end and we were at a complete loss. I requested a copy of the recorded phone call as both my husband and I were on the call with him and I no longer trust their business due to this thousand(s)+ loss. They refused to give me a copy of the phone call, and stated they would review it, Im not permitted a copy. We are in a dispute about what was said on the phone call, for transparency I requested a copy. This is an unethical business practice as we are disputing the phone call and feel it is my consumer right to also hear the phone call that will determine if they honor their agents promises. I want a copy of the phone call. I want my full cruise points or a full refund. I have audio of the agent stating this. I paid 2000+ for the cruise.

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