Celebrity Cruises
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Lack of customer service and management sorely lacking at Celebrity Cruises
This was our very first time on a cruise and had a wonderful time! My issue is with the terrible service afterwards and Celebrity cruises staff and 'management' lack of good judgement. I have nothing but great things to say about the staff on board the ship however the customer service and managers on land also represent Celebrity cruises and they are sorely lacking. In short, my complaint revolves around $30! I purchased the airport transfers when i originally bought the cruise. Once on board i learnt about the luggage airport service that Celebrity offers and decided to use that instead. Upon inquiring with the person at the excursion desk, they assured me that it was not a problem and that I would simply be refunded for the unused portion of the transfer voucher that I previously purchased. Perfect! Upon arriving at home i waited a bit and once I saw that the credit had not been issued I followed up . I called and spoke with a very rude gentlemen by the name of Joseph. I explained the situation and he asked how can I prove that i didnt use the service? Really?? It is very easy for him to find out that the service was used. Not to mention if i bought the luggage service how could i possibly use both? In any case, I did indeed have an UBER receipt showing that I had my own transportation so i ended my call with Joseph and sent an email again explaining the situation, included my UBER receipt and simply asked for my refund of $30 for the service that I did not use. I did not hear back so I followed up again and spoke to Jomar who then transferred me to Ivan and after an hour over the phone with Ivan and him going back and forth trying to rectify the situation, he comes back and advises me that there is nothing he could do.....I should have requested the refund either so many days before or up to 1 day after the cruise. REALLY?? I explained that the person at the shore excursion desk did not give me those instructions (and I have witnesses to that ). He said that there is nothing he could do, and nobody else I could speak. This is what his manager has advised him to do.............we are talking about $30 here and at this point it is the principle!! Celebrity cruise lines management needs a refresher course on how to retain their customers. I was not asking for the world, just simply what was owed to me and this particular manager instructed his poor customer service rep to deny my request even though i had proof that I was simply trying to get the refund that was owed to me. The only scammers here seem to be Celebrity Cruise lines. And please note, I will continue on every web site possible until I get my $30.....as I said, at this point it is a matter of principle! Shame on you Celebrity