Celebrity Cruises
View company profile →
Celebrity rotten refund policy
Refund policy on Celebrity cruises is confusing and differs as to whether you’re based in the US or outside. We paid a deposit for three adults and one teen on the Apex after looking at the activities page on their general website and assumed that mini golf, archery or some range of activities etc would be available for everyone on the larger ships. Mistake, I rang celebrity to be told that activities are often only in kids camps (we don’t use them and we like to do stuff together as a family) and only the Edge might be suitable, but it’s not going where we want to go. I asked for a refund of the deposit (£600) as it less than 24 hours after booking, the man at Celebrity said that was fine but I needed the booking number which I hadn’t been given yet. This was on a weekend. I rang back on Monday with the reference and Celebrity said a refund should be fine but the travel agent has to ask. However the travel agent has been told that US clients can get a full refund (within a certain time etc) but clients outside the US can’t and they lose their deposit. Not happy at all with being treated differently, if I’d booked through a US agency I wonder if I would have been treated better? It’s put us off booking Celebrity as a couple in the future which we might have done but not now. It seems completely unfair to treat clients from outside the US detrimentally. The policy of no refunds for a deposit covers the UK, Ireland, Australia and New Zealand etc.