Celebrity Cruises
View company profile →
We have sailed with Celebrity Cruises 3…
We have sailed with Celebrity Cruises 3 times in the past and had a wonderful customer experience. How things have changed over the past year for the worse. I have had a terrible experience with a cruise we are due to sail in in less than 3 weeks. We booked a fly cruise through planet with Celebrity to the Carribean. We were soon to be told there had been a system error and none of our luggage was booked into the flight. We were told we would have to pay for the luggage at the airport and claim this back when we return ( this can take 3 months or more apparently 🤦♀️) or we could have the amount in onboard credits ( which we did not want as we may not spend that much extra on the ship. Next they changed our outbound flight which was a direct flight to Miami to a connecting flight to Atlanta then Miami taking a 9 hour flight to a 16 hr flight and stopover … meaning we would miss our day in Miami and the plans we had made to meet friends as we would not get to our hotel until 20.30pm after a very long day. I asked Celebrity to source other direct flights for us ( I had previously checked with BA as our friends were on this flight to the cruise and Delta / American Airlines .. all had seats with direct flights … of course because it was now nearer to sail time the flights had gone up in price and Celebrity refused to change the flights to keep us the customer happy. I had booked a direct flight and feel that Celebrity should honour this .. they in turn blame the airlines. We go around in circles. If that wasn’t enough we were told we would still have to pay for our luggage at the airport for the new flights ( which they had just booked for us🤦♀️) as again there had been a system error … can you believe it. Lastly all our travel documents have not been updated on our guest booklet / itinerary with the new flight details or new vouchers issued for our transfers ( as we need new transfer / taxi times as we are much later to arrive in Miami. It’s a constant battle to get anything sorted. No end of calls and emails have gone unanswered … Celebrity won’t communicate with us snd say we have to go through Planet Cruises our agent. Appalling customer Service… it seems that by paying gif your luggage at the airport for them is another way of them taking money from you and keeping it for months. Looking at previous reviews people have struggled to get recompensed. I have another cruise booked in June on Celebrity Beyond but I am seriously considering cancelling and forgoing my deposit as I have lost complete trust in Celebrity and the trucks they are playing. Celebrity Cruise are a multi million pound company who are only interested in taking your money and not the Customer Experience. Shame on you Celebrity!