Celebrity Cruises
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More he'll than heaven
I love holidays with Celebrity Cruises, fantastic teams aboard, fanteastic ships, heaven. Dealing with the shore support staff is hell in my experience. I know they're busy, but the delays in answering calls and emails, slapdash guessed responses, contradictory information supplied, are beyond frustrating to experience. Example I cancelled a CC cruise in January 2021.Today, April 18th, I'm still awaiting balance of my excursion refund, and all my airfare. It took 10 weeks to get FCC finalised so I could book next cruise. Emails and phone calls have been ignored\ responded to with incorrect info. On one call ( I have the person's name but won't embarrass them yet), I was asked how much I thought I was owed, then told yes, that correct. It wasn't , as explained by the one person spoken to who seems to know what they're talking about. Requests to be called back have been ignored. A proportion of the refund expected was allegedly paid to my agent. They have no trace. CC have...no surprise...not deigned to respond with details. In short, the support staff need to up their performance and accuracy Example 2 22/4/22 Since the above post, (originally on the CC.co.uk trustpilot page) another example of the problems encountered with celebrity shore support staff. I was told during a 95 minute phone call involving consultation with two ( at least) supervisors, that i could definitely sail with Celebrity after covid contact , as long as I obtained a negative covid test via a monitored PCR test ( at my expense). Great! Except...... Let's just say I'm now sat surrounded by packed cases having been denied boarding. I support entirely the company covid policy, but the misinformation, lack of consistency and actual thoughlessness I've repeatedly experienced from most of them.......plus the prospect of fighting for the promised refund....it fills me with dismay. Off to unpack......