Celebrity Cruises
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Really shocking customer service
Really shocking customer service. At this difficult time when travel companies are going out of business would you not think that they would do everything they could to keep their customers? We booked a cruise for 4th June 2020 through ROL for a celebrity Cruise which was Celebrity cancelled- understandable – Covid 19. We were offered 100% of our money back but we have to wait 4 months while the refund is processed through Celebrity and ROL! OR we could have 125% of our money back to put against a new booking - but the reality is that refund is actually only 110% of your money as it doesn't apply to transfers, taxes etc. Celebrity then bring in 'Lift and Shift' where you can lift and shift your original booking onto a new booking for the same price - but it only applies to cruises cancelled after 11th June!! They will not let cruises sailing before the 11th enjoy the same benefits - all sorts of different reasons why (depending who is writing to you and nonsense about company policies!! They will never call you back and it costs a fortune to call them! So we, the customer miss out on a cruise, and we cannot book another holiday because Celebrity have our holiday money for 4 months before giving us our money back and if we put our money towards another cruise - they lie about how much they will give us and it turns out it is far short of the cost of an even lesser cruise in the future. Reality - cruises have gone up 125% but they only pay us back 110% to book another cruise with them. So we walk away - Celebrity miss out on customers, ROL the agents miss out on customers and we the customers, miss out on their holiday - lose/lose! My constructive comments..... Offer every customer the Lift and Shift option whereby Celebrity keep our money and custom, ROL the agents keep our custom and we have a holiday - its a win/win and if all goes well we will return to book through ROL and Celebrity in the future! - It is not rocket science - it is just 'Valuing your Customers'!