Celebrity Cruises Reviews

Südamerika Kreuzfahrt im Juli 2021 durch Celebrity Cruises gecancelt. Bisher wurde uns weder ein Umbuchungsangebot auf 2023 gemacht, noch wurde unsere Anzahlung zurückgezahlt. Einfach nur unverschämt. Denke wir werden um die Einschaltung eines Rechtsanwalts nicht umhinkommen. Wir sind schon öfters mit CC gecruist, werden diese Konzerngruppe aber in Zukunft meiden.

When I thought it couldn't get any worse Celebrity Cruises has taken it even lower. I waited on hold for 2 hours and 51 minutes to book a cruise before I gave up. Debating if I want to even deal with Celebrity anymore. Love their cruises but is it worth it? I dread calling them for anything. Let me list a few of my problems: Extremely long wait times even before Covid Some of Celebrity agents are knowledgeable but many are Unknowledgeable. Some are Friendly but some are unfriendly...Hopefully you get lucky! Celebrity never lets you rate your call. They don't seem to care if you had a good or bad experience or if it was resolved. Still waiting on a future cruise credit from a cruise that was canceled in May 2021. I rebooked a cruise and they made me call back every month for 4 months until they credited my deposit towards my cabin. If I didn’t call I would lose my cabin. Anyway now I’m cant even get ahold of anyone to book a new cruise. I think 3 hours of wait time is beyond ridiculous!

We have just booked our first cruise with Celebrity, going to Hawaii next year, and the customer service we have had during the booking process has been absolutely exceptional. We have dealt with Hannah Trusty since our first telephone enquiry and if this is what we are to expect on the cruise, then it’s worth every penny - we can’t thank Hannah enough.

I read all these negative reviews about swapping cruises, payments and delayed responses from Celebrity Cruises, I too have had issues but can honestly say that they have always been addressed with a positive result. Taking into account the Covid situation and the logistical nightmare that Celebrity have had to endure in every department , people should not expect instant results, also if people used quality travel consultants a quicker result may be possible. My Covid cancelled cruise was changed and all my original perks, cabin grade ,obs, etc were honoured and yes it took some time 😂 4weeks to get confirmation but as it was over 12 months away I really wasn’t bothered as long as the detail invoice came which it did 10 weeks later. I might be in a minority here but I really like Celebrity for all they offer and I for one will post an update if I have a problem on my next Celebrity cruise in March but you might only get a positive review We are in testing times and there are a lot of new situations to address by everyone, unfortunately it may be years before we all get back to the cruising we knew before Covid

Excellent cruises but dire admin..... We booked a cruise to Norway in April 2021 and 6 months later I am still waiting for documentation on this cruise, despite several emails to Customer Services requesting an invoice. My tour operator has also been chasing them, but without success. Our past cruises (last one in Sept 2019, thanks to Covid) were wonderful holidays and the onboard service was second to none, but the inefficiency of the admin has put me off booking a future cruise with Celebrity. Such a shame that the shore based inefficiency should force me to switch cruise lines after 12 happy years cruising with Celebrity.

I have paid 2 lots of cash totalling £800 to Celebrity Cruises and have tried several times since to pay further instalments on-line and their system keeps declining my payment and the latest one being for £1,000 which was declined. Having checked with my bank there is nothing wrong with my payment and informed Celebrity Cruises several times about this ongoing issue and still no remedy. Do they want people to pay for their cruise or not? I would like to believe that someone at Celebrity Cruises actually reads these comments and can provide a full and positive response.

Bad faith a company with zero integrity! It is obvious that this company does not act in good faith or in a reasonable manner. Their action/inaction reveals an intense lack of integrity. We booked a cruise in 2019 for November 2021 to The Galapogas. With the onset of COVID, this cruise was cancelled and we changed our sailing to October of 2022. With new requirements and restrictions that were not in place at the time of the original booking, we accepted that the new cruise would be at the Prevailing rate. Over the phone the Celebrity representative was not helpful or understanding at all, we were not happy that due to COVID we had lost a £4000 bonus. I wrote to the Celebrity customer service in the UK and USA to explain the circumstances. Despite laying down my disgust in the way things have been handled, and the fact they were trying to rip us off to the value of £4000 all I get as a response is “what do you want us to do”, when I reply I get no answer. Bad faith is a sign of a bad company. Failure to respond, failure to recognize the change of requirements, and conflicting and changing excuses are striking evidence of a company with no concern for their guests or corporate integrity. We were going to book another cruise with celebrity to Australia and New Zealand, but with their current attitude we are unlikely to do this. Beware before you book.

After canceled a cruise we received a mail from Celebrity to make reservation for a new cruise before end 2022. What we did. Problem we did not receive a certificate code for the 900 $ we paid as deposit for the old cruise. Got 4 different people on the phone. Send every day a mail and no reaction. I think they just want to keep my 900 $.

Sitting in my Stateroom trying to watch TV but yet again the server has gone down!!! I’m on a U.K. cruise on Silhouette and the service, food and cleanliness on the ship is impeccable especially given the Covid situation. 5 stars! However, all the people doing those jobs are from Philippines, India, China etc and they work bloody hard. On the other hand no TV and having cruised around 40 plus cruises their Loyalty programme has now completely disappeared. Apart from a robe and a bag of washing! (Elite Plus) With the introduction of all inclusive the the free drinks and WiFi are now worthless and the ship has also become a no go area for people not travelling in a suite or Aqua class cabin. What a pity the people from Philippines etc aren’t running the company!!! No reason for me to select Celebrity going forward. Steve

Har bedt om i over en måned at blive ringet op af den medarbejder der solgte os vores cruise. Har efterfølgende krævet at tale med en supervisor Melanie, som heller ikke ringer tilbage. Brug IKKE den danske side, deres service er ikke eksisterende. Når man bruger så forholdsvis mange penge på et krydstogt, bør man kunne forvente en vis grad af service. Dog ikke hos de danske medarbejdere.

Wir haben unsere 2 Karibik KF mit der "Edge" 54 Tage vorher storniert. Die Einreise in die USA ist wahrscheinlich nicht möglich. Außerdem war uns der Inzidenzwert in den USA zu hoch (Hochinzidenzgebiet) Die Anzahlungen für beide KF waren innerhalb von 10 Tagen auf meinem Konto. Wir haben bei Celebrity allerdings einen vergleichsweise hohen Status.

2nd time cruising with Celebrity Cruises and I can not fault them at all. The ship (silhouette) is amazing and the staff are the best I have ever encountered at sea. Food was fab and service was so attentive. Of all the cruise lines I have travelled with Celebrity are by far the best. Can not recommend enough. We cruised through difficult times re Covid etc and whilst only around the UK I can not rate them enough, fab from start to finish 5 star all the way.

When our September 2021 Northern Europe Cruise with Celebrity was cancelled in early July, I booked a British Isles Cruise in September 2021 again with Celebrity rather than ask for a refund. Picked a really nice midship stateroom as my wife is not a good traveller. Had to pay full balance immediately. Checked in within the next few days. I logged in a few weeks later to book excursions only to find I had "no upcoming cruise" Called Iglu and Celebrity and asked if cruise had been cancelled and was told no. Phone call from Iglu a few hours later saying Cruise was ok however stateroom number had been changed. Asked for more details and after no help from either customer services found out that Celebrity had "accidentally" cancelled our cruise without noticing or telling anyone. They reinstated it a couple of days later but someone had snapped up our stateroom so we were put in an inferior room. Despite stress, hassle and anxiety, no explanation, no apology, no reinstatement of original cabin in fact no formal response from Celebrity or Iglu. Iglu apparently do not monitor booked cruises unless customers ask a question. If I hadn't complained we would not have a cabin or a cruise and Celebrity would have banked my money for nothing. Really bad service from both Celebrity and Iglu so please watch out in case your cruise is cancelled.

I will not cruise with Celebrity. It is obvious that the company does not act in good faith or in a reasonable manner. Their action/inaction reveal an intense lack of integrity. We booked an Alaska cruise in February of 2019 for August 2020 (2 1/2 years ago). With the onset of COVID, this cruise was cancelled. We changed our sailing to November of 2021 to the Caribbean. With new requirements and restrictions that were not in place at the time of the original nor rescheduled booking, we requested cancellation and refund of our $900 deposit. Over the phone the Celebrity representative advised that was not possible because of the date of booking was outside their new cruise with confidence cancellation policy. We booked too soon?!? I wrote to the Celebrity customer service to explain the circumstances. They have still NOT replied. Our final payment and/or loss of deposit is now just 2 days away. After no response to my correspondence, another call to Celebrity customer service resulted in a DIFFERENT reason they will not refund. This time we were advised that if our cruise began before October 31, 2021 they would return our deposit. Our cruise was to depart 12 days after that, November 12, 2021. We will not be able to meet the new requirements, so a future cruise credit would be of zero use to us. Bad faith is a sign of a bad company. Failure to respond, failure to recognize the change of requirements, and conflicting and changing excuses are striking evidence of a company with no concern for their guests or corporate integrity.

What a mistake. They held us hostage on the ship would not let us depart the unless we paid for one of their excursions which are outrageously priced. They claim that it was the Mexican government but it was not. It was her so-called healthy policy that was knee-deep in their website and they refused to give you a refund. None of this was told upfront us. They also require you to book a second room no more than two people in a room. It’s terrible the way to they treat their employees making them work 18 hours a day. Never again.

Absolute disgrace of a company. Customer service shambolic at best. They value nothing but your cash, they don’t give two hoots about you past relationship, that’s already in their bank account. Avoid and try the competition. Bon Voyage Celebrity and good riddance.

Booked a British Isles cruise 9 July, Inverness and Kirkwall ports cancelled as Nicola Sturgeon won’t allow cruise ships to dock in Scotland, not Celebrity’s fault. Just be informed by Celebrity that we will not be allowed to disembark in Liverpool, Belfast and Portland unless we are booked on a celebrity excursion due to government guidelines and restrictions. There are NO restrictions for domestic cruises (which this is). Unless I want to pay extortionate prices to be taken on a guided walk I will be a prisoner on the ship for 9 days!!!!

Unfortunately we lost two cruises due to the pandemic.Each time we have shifted them with no problems and we have also had a full refund on one. We have just booked a UK cruise for July this year and fingers crossed it will happen. We have always dealt with Razia from Celebrity booking and in all our years of travel we have never come across such a friendly helpful professional person she is a credit to Celebrity

I am dismayed at Celebrity's wholly inadequate customer service and communication. I am booked on the Solstice departing 09-14-21. The cruise is still slated as leaving from Vancouver, which is impossible. Even if the cruise is not cancelled, Celebrity won’t even correct the fact that the ship is NOT leaving out of Vancouver. Others have posted on cruise critic that this cruise is cancelled, but when I call, they tell me it’s still a “go”. Final payment is due soon. I suspect that Celebrity is waiting until after final payment date to cancel this cruise so that it won't have to pay the 125% credit. I have six Celebrity cruises booked, but am seriously thinking of jumping ship and moving all my business over to Princess.

I understand very well the frustration and disappointment of all those who have been waiting for their money for months. But isn't it a little unworldly to expect travel companies to repay money when the business has completely collapsed? If no new money comes in, nothing can be paid out. It is primarily about the survival of the company. Celebrity has promised me a refund within 4 months. After 3 months it was there. What surely all touristic companies need to improve is their communication.