Celebrity Cruises
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Celebrity Cruises is lacking in Customer Service
We enjoyed being aboard Celebrity Beyond. However, we were extremely disappointed in the after cruise customer service. Two weeks before our booked cruise we phoned Celebrity to see about an upgrade to our cabin. The hold time before talking to an agent was about 52 minutes. The Celebrity agent offered us an upgrade for $462. We replied that we would accept the upgrade, provided we would retain the same benefits from the original booking. The agent replied that we would. Those benefits included a $300 onboard credit. After the cruise we received a notice indicating that we were charged $257 for onboard expenses, which should have been included with the onboard credit as per the original booking. I then called customer service, on hold for 67 minutes this time, and was informed that we lost our onboard credit when we upgraded our cabin. No amount of logic could convince them that we were promised the same benefits as the original booking when we upgraded. It seems that when you walk off the ship you are no longer a customer. *As a footnote, we also had a problem with our airline flights by Celebrity. After our cruise ended in Barcelona, we flew to Paris. While there we both got COVID and needed to delay our return flight. I called Flights by Celebrity to change our return flight and was put on hold for one hour and 23 minutes. Needless to say that created a big cell phone bill, but more importantly it shows the difficulty in contacting customer service in a time of need. We are very disappointed. Their Customer Service is NOT a service!