Celebrity Cruises
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The Worst Customer Service I Have Ever Experienced!
In May this last year I booked a cruise to Norway with my wife and 4 friends, which I have to say, we enjoyed. The enjoyment was sadly short lived as one of my suitcases was damaged somewhere between my cabin and the baggage hall. I notified The Celebrity Engagement Center as instructed immediately on my return home. Over 19 weeks later Celebrity were still prevaricating despite having supplied all of the necessary information to settle this straightforward complaint. I threatened to take my complaint to the Small Claims Court (no response) So I did; asking for the cost of a new replacement suitcase and the £35 Court costs. Predictably, Celebrity asked for an extension to the County Court default date and contacted me literally the day before a default judgement would have been awarded in my favour, with a counter offer to just recompense me with the original cost of the suitcase and the court fee. At this stage I really was so fed up with Celebrity's delaying tactics that I accepted, but asked their Senior Claims Handler, International, Karen Blanchette to consider a voucher to be used with a future Celebrity cruise. Predictably, and In line with the Companies' obsolete customer service values, 3 months later I have still not received a reply - but our group of 6, tired of waiting for a response, have just booked this years cruise - and it's not with Celebrity or with the sister company Royal Caribbean who have provided me with the worst customer service that I have ever experienced. My credentials for that damning verdict is my own 53 years experience of at all levels of customer service!