Sally

Feb 21, 2024

Let down by Celebrity Cruises

Flew to Athens and on Celebrity Infinity for 10 nights, 2nd - 12th February 2024. Arrived at Heathrow Airport to be told by Aegean Airlines that we had no luggage for the hold. Booked a package and as we were going on a cruise, you would expect this to be included. Had to pay 45 euros each. There were about 40 - 50 people that this affected. On arriving at Athens Airport at 3.30am, there was no one there, for our onward journey. We were all left sitting at the airport until approx 9.30am, when someone arrived to tell us that the coach to take us to the ship would arrive in the next 30 minutes or so. WHAT A TOTAL SHAMBLES AND NOT A GOOD START TO THE CRUISE. After visiting Guest Relations onboard, this was sorted a couple of days later. The refund was given as onboard credit. I had $100 onboard credit at time of booking. This was showing on my account on Day 1, but then it disappeared. Another few trips to Guest Relations before this was sorted. WHAT A JOKE!!!!!!!! After being told that the luggage on the return flight was sorted, on arrival at the airport we were told that no luggage was included... Again, another 45 euros to pay. There were two different flights, and Celebrity had sorted the later flight, but not ours. On contacting Celebrity, the man that I spoke to was rude and not helpful. He tried telling me that my $100 credit that had been put back onto my account was for the luggage cost. I sent the proof of payment and a refund was given six days later. I sent two emails and not once, did I get any response. Very poor customer service from Celebrity. Only when I called them again, was I told that the refund had been arranged. The lady was very apologetic, and said that my feedback would be passed on. Whether it has or not, I will never know. I would not recommend Celebrity Cruises to anyone due to this.