Celebrity Cruises Customer Service Complaints - page 2

Will be my first cruise on any cruise line, I have been treated extremely well by corporate employees, I just have one question what pier at Fort Lauderdale does my cruise depart from tomorrow January 5, 2014, due to depart at about 4:30 EST.

choice air is a joke. We booked thru them and got awful seats that were not next to one another on a 20 hr flight 13 in air I had to pay an extra $259 to get seats together and with a little more room because as i explained to them earlier I have a new knee that needs room for a 6 ft 4 in person. I have taken over 35 cruises with over 16 being on Celebrity. Customer loyalty is usually earned not just a Given.Wish me luck on Dec !10th.

i have just travelled with the eclipse which was ok boat and staff very good but there was lots of faults being asked for cash every time you move round the ship the security is a joke check after check it was like a floating prison and i have received a bill that does not meet what i spent never will i travel with celebrity again i will do the escape its small but you no what you are paying for

We were leaving for Alaska on Sep 6, 2013 and the cruise was cancelled. We are receiving a 25% future credit. What a joke called corp office no one will talk to us. We're out $2000 in RV rental, transfers, airline tickets ect. Also my vacation was schedule for two weeks what a waste. I'm a Diamond Puls member with RCL this is how you treat you customers?

If your into customer service then call me. Until then stay away from this cruise line unless your wealthy.

I want to express my dissatisfaction with how the cancelation of
our June 21, 2013 trip to Ecuador and Galapagos.

The facts were that you knew this trip was at risk in May and
waited until June 17 to notify us of the total cancellation.
Yes, supposedly we will receive full refunds (haven't seen it
as yet) which has limited us to any other travel for this period.

Yes, you offered a 25% discount on any other cruises in the
Galapagos within the next 2 years. However, we were travelling
with friends who have booked a trip that is already full.

I am amazed that you get away with this level of customer
service. We had paid in full for a suite for 2 people on the cruise
and yet were treated matter of factly about the cancellation and
the limitation of any support we would get in trying to rebook
on a different cruise location.

I don't expect this to go anywhere but I needed
to vent.

Regards,

Diane Hurst

Good Luck getting customer service on the phone. I called and was left on hold for over 30 minutes then they simply hung up.
I call back and got the same result.

Their website is sub par. No calendar of events, Shows are not listed for reservations. No information on weather for the up coming cruise.

The website indicates they do not offer shuttle service from the Airport. How if you ask them they actually do offer the service.

it took at least 5 calls to get them to add our group to out dinner table.

I hope this isn't an indication of how the cruise will go.

there is one positive here. we were able to upgrade our room at the last minute for a reasonable price.

Can you explain why the cruise I booked on 14th March and paid for with early booking $75 on board credit sailing on 14 June. is now with tour operators at With on board credit $75 plus a free excursion in Bergen.

I have been on 32 cruises with all company's and am quite used to late discount of on board credit or free parking. as sweeteners. But a 43% reduction for same cabin etc.I think my fellow guests who booked early will be getting in touch with review sights and newspapers, to hi light such injustice.This is reduction of & for me and my wife Infinity cruise booking ref. I have sailed on Equinox on 5 October 2012 which was O.K.

kenadell

Have sailed on 6 celebrity ships and have 3 cruises booked thru 2014,My june 2013 alaska with fanily is starting to sour.Celebrity's staff and amazing ships have won our loyalty and vacation dollars repeatedly but today i am questioning if celebrity is treating it's loyal,early booking passengers with equal zeal.I understand inside 75 days of sailing and with full payment made that passenger can not recieve discounts afforded new bookings(redidence discounts being newly offered).This makes me truky wonder how Celebrity values myself and the many loyal customers who book as I do.I feel policy is unfair has made me question Celebritys loyalty back to it;s repeat customers.Celebrity has nanaged to set itself apart from it's competion by offering unsurpassed service and commitment to it's passengers,it should be carefull to not slip backward from those hard won battles by not offering the same value to all it's passengers.This practice is offensive and only serves to make passengers rethink there relationship with their cruise line partner.Hard won loyalty is difficult to obtain but when earned should not be risked for an unjust booking policy.

Waiting to board Reflection cruise 3/16/13. Put in line for 1 3/4 hour in freezing air no restroom break, just standing in agony. Blame put on TSA & Customs work slow down. BS!

A CRUISE OF TWO EXTREMES....Booking We have been on 14 cruises (4 on Celebrity) We have never experienced a crew more friendly and professional. HOWEVER...while the food at dinner was good to very good in presentation we have never had dinner food that was as tasteless, sometimes dry and usually tough on any cruise. Our first seating Table #502 of 8 and others on this cruise all felt the same way. Changes need to be made!

The previous cruises we have taken on Celebrity have been awesome. this last cruise, to Alaska in September, proved to be a disaster. Our luggage got lost on the way home and we found out later that after paying for the valet service, our suitcases never made it off the dock in Seattle and were four or five days in making it to our house. Before we ever left the dock in Seattle on the day of departure, we were told by the restaurant staff that the early dinner d=seating had been overbooked for more than a year. The fact that my husband, a sever diabetic, needed to eat at the early time, it was just too bad. The only remedy was for me to call the restaurant each and every meal and determine where we could sit for that particular meal--so much for making acquaintances at dinner. Then the maitre d' had the gall to ask me not to tell other passengers about the runaround we were getting over the dinner seating. Unfortunately, no one at Celebrity seemed to care.

hola, Soy Daniel Parra Loza, estuve en el crucero del barco constellation, qué zarpo de amsterdam el dia 19 de julio, del mes pasado, el número de mi camarote era el 8140, el motivo de este email, es para para hacer una aclaración.:
El dia que termino nuestro recorrido , el martes 31 de julio., solicite el saldo de mi cuenta, misma que cargaron a mi tarjeta de credito, diciendo que todo estaba finiquitado.
Pero ahora aparece un cargo del dia 1 de
Agosto por una cantidad mayor a 7,000., pesos mexicanos., por lo cual me gustaria que me proporcionaran un numero telefonico, para hablar con alguien y hacer las aclaraciones correspondientes
Espero su respuesta mi email es: [email protected]

GRacias Daniel Parra

On my birthday January 6, 2012, my son and I took your cruise for the first time from New York. I had a horrific and humiliating experiance. The last day of the cruise I had a balance of $167, A mexican woman from the costumer desk told me that I can not leave the ship until I settle the account, I said to her that credit card will take care of it the next day . she said, " you have to return all your purchase until you clear the account, after returning all the things, I was held hostage in my cabin until they made a call to the cabin and this man from the desk said " you can leave now. $67 was the balance the next day the credit car clear it. you have a whole bunch of despicable people working for you, this was my worst birthday ever....

We just completed a cruise on Celebrity. The worst of 5 cruises we have taken. They have NO interest in helping passengers once they get your money (we paid over $7000 -- 2 people. First they try to save themselves a few dollars by booking with an interium connecting stop i.e. New York in our case Paris DeGalle..we found out later that DeGaulle is the worst airport to connect. They had us on such a tight connection (1 hour and 10 min) on a flight from Texas to Paris and we missed the connection. Did they have someone at the airport to help us. NO. It took us about 8 phone calls to get someone at Celebrity to help us get a connection on to Rome to get on the boat. You have to know that if you go on Celebrity, insist on going to the ship's port city the day before and onto the ship the following day. They will try to get you to do it all in one day. We met several people stranded like us. We finally got to the ship 2 days late (we missed 2 days of a 10 day cruise). Then they were so rude. No one asked to even help us with our luggage. We had to lug our stuff over 200 yards down the wharf to the ship. Then they had a cop tell us that we had not paid to be on the boat. A trip to AMEX finally straightened that mess out.
We will never use Celebrity again. Most screwed up travel company we have used of any kind.

have been trying to reach all 800 numbers to ask a simple question....nothing for days...no response on phones. No response to Customer Service emails. Info urgent to make subsequent reservations....you need to reconstruct your online documentation and need a passenger checklist to ast as consise, online guide for precruise inquires. Making the sale is one thing but an unhappy client undoes 20 new bookings...

I need to know debarking in Civitavecchia, Italy .#2440451 Burns...Equinox Nov.28, docking at 5am..what is absolute earliest I can debark and go to airport....connections dependent on this info. Please reply [email protected]. Marie Pepe Burns

I have booked my 7th cruise. Unfortunately...I booked on Celebrity..NEVER again will I use their booking service. I have been misled, and flat lied to...

Over charged on my friends airline ticket. Told one price and then they almost doubled it...Tried to do it to mine to. Told me there wasn't the rate I was quoted...yes there was...Then I was told there would be someone at the airport to pick us up. Then when I questioned them more closely (talked with another agent as I didn't trust the info I had received)...was told there was no pick up service provided...I would have to get a taxi, at abt. 30.00, as the hotel they booked us into, at 270. PER person, didn't have shuttle service. They said we would be charged 30.00, per person shuttle service to the dock. I canceled that....We now have a hotel,close to the dock, that will pick us up at the airport, for free, and take us to the dock for 6.00 each. And the price for the Hyatt is 135.00...Not each...135. for the 2 of us.

Celebrity also doesn't have you work with 1 agent...Who ever picks up the phone is who you work with...

Then my friend decided she would prefer the open dining...Yeah...at a price. They want the tips IN ADVANCE!!

This is the most disorganized, no nothing, lying, misleading, bunch of people I have had the mispleasure of dealing with. If it had been 1 thing, but it was over and over.

It even took me multiple phone calls (3 in one day at one point) just to get my flight, and itenery information...They kept sending me my friends...she lives in Arkansas...I live in Ca.

Here's hoping the cruise is a vast improvement over the experience I've had with their booking office.