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Celebrity Cruises
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Celebrity Cruises Complaints Summary

7 Resolved
146 Unresolved
Our verdict: If considering services from Celebrity Cruises with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Celebrity Cruises complaints 153

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12:03 pm EST

Celebrity Cruises Not honoring advertised price and yo yoing price

Last Sunday we tried to book a suite class in the retreat. Had troubles with the web site and decided to book by phone. The price was not honored the next day. Was total for us $5200 instead of the $3800. The people sad there was nothing that could be done. We took til Saturday where we booked the cruise at the $5400. Now three days later the price is back to $3800, we call and they say there is nothing they can do. As a past customer of at least a half dozen cruises and a past retreat cruiser as well as having another cruise booked in the fall. I thought you could help us out because of our loyalty.

Claimed loss: $1400 in extra cruise price.

Desired outcome: Refund $1400.Fund our ship account $1400.Bump our cruise in the fall from a balcany to a suite.any of these would work.

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2:15 pm EST
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Celebrity Cruises Reservation

I booked the cruise for 9 nights Eastern Carribean on Celebrity Silhouette for sailing January 2 2024 reservation 1131124.

My cruise was cancelled without notifying me after I already made my flight arrangement and took time off work. I found out about cancellation after I called to Celebrity cruises because I was not able to schedule my excursions.

I talked with customer service several times including talking with manager Ignatio who promised to take care of me: to offer similar cruise,reimburse for flight and offer credit for the inconvenience. Since that time, I was not able to reach him for 1 month and the issue is still not resolved.

Please reach out to me via email [protected]@gmail.com ,I am waiting for resolution.Dr Trott

Claimed loss: flight $277.01

Desired outcome: refund for the flight,credit $ 1000,rebooking my cruise in window December 14-Jan 2

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4:00 pm EST
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Celebrity Cruises online bookings

Booked a cruise online for feb 2025

Tried to cancel as plans have changed

Was advised that I would loose my deposit which is ridiculous this far in advance.

Tried to change my return flight which was booked online as was told, I could not. I had to book another flight, and I did not do it thru your online booking.

It is a nightmare dealing with your people when you book online. I was transferred 5 times to the same dept when I called to find out flight information, which was booked online thru your website.

This will be my last cruise with Celebrity.

Claimed loss: 900 deposit400 for new airplane tickets

Desired outcome: I would like to be reinbursed

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Is Celebrity Cruises legit?

Our verdict: Complaints Board's thorough examination reveals Celebrity Cruises as a legitimate entity with notable strengths. Despite a 4% resolution rate on customer complaints, which invites a closer look, Celebrity Cruises stands out for its commitment to quality and security. Clients considering Celebrity Cruises should delve into its customer service record to gauge compatibility with their expectations.

Celebrity Cruises earns 91% level of Trustworthiness

Perfect Trust Endorsement: Celebrity Cruises achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Celebrity Cruises. The company provides a physical address, 10 phone numbers, and 2 emails, as well as 5 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Celebritycruises.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows Celebrity Cruises website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

Celebritycruises.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

According to our analysis, Celebrity Cruises appears to be offering travel services on their website. While many travel companies are legitimate, it's important to be cautious and do your research before booking a trip to ensure that you are getting a good deal and not falling victim to a scam.

We looked up Celebrity Cruises and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • While Celebrity Cruises has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 4% of 153 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • We conducted a search on social media and found several negative reviews related to Celebrity Cruises. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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1:07 am EST
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This review was chosen algorithmically as the most valued customer feedback.

I booked a refundable ticket on 24 November 2023, and paid my deposit of $900. The balance that was left to by by 6 January 2024 was $1153.22. On 24 December 2023, I received a reminder email from Celebrity to pay my outstanding balance by 6 January 2024 to finalize my booking. The email had an attachment, which I did not look at. I cancelled my booking...

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4:21 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
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This review was chosen algorithmically as the most valued customer feedback.

I am trying to resolve an issue with a credit card hold on my Celebrity Cruises onboard account. Celebrity put a $200 hold on my credit card but did not release it when the correct amount was charged a few days later at the end of the cruise. When I contacted them they said it could take up to 30 days to be removed. After 30 days had passed I contacted...

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10:34 am EST
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My first cruise was in January 2023 on the Equinox which was a fantastic cruise and gave us the bug. I then proceeded to book a further 3 cruises One recently taken which complaint refers to. The recent cruise from 22nd October to 2nd November was very unpleasant as it was not in good weather that is beyond anyone s control we know that. Bearing in mind...

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1:50 pm EST
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Celebrity Cruises Medical billing

My Cruise is on the Celebrity Reflection Nov 2 to 12 2023. Yesterday I went to medical for ear wax irrigation. The nurse Mphatsoe Mpho to me the cost of $150. I questioned him about the coat and I was asaured irrigation included. Today I got a bill for $365. When questioned Joy Ragandang insulted me by telling me I did not understand Mpho. Then went to make complaint at Guest Relations and they calledmedical to arbitrate bill.

Claimed loss: $210

Desired outcome: $210 refunded and apologize from Joy Ragandang

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Update by Mike Walker Fl
Nov 12, 2023 8:28 pm EST

Celebrity gave a refund of $69

They also gave $100 credit on next cruise. I feel they still beat me for $100 that I gave them as I do not see us traveling Celebrity again. We cruise alot 4 this year and 3 next year already scheduled. Not with Celebrity

Update by Mike Walker Fl
Nov 09, 2023 1:59 pm EST

Correction, I was billed extra $169 and spoken to like an illiterate.

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7:57 pm EDT
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Celebrity Cruises Refund letter

COVID, I have a letter from Celebrity saying a refund for the number of days you were isolated to your cabin reflecting prorated cruise fare, I have emailed this letter 3 times to 3 different Celebrity email adress no return mail, Do you want us to sail with you again, I want to but that depends how you handle this case

Cruise 1st october Hawaii to Sydney 19 october cabin 9318 Barbara quinn

Covid lockdown 12th to17th october Solstice fare $8173.00 Doctor Alinsod Andi Joseph MD Patient ID [protected]

Please advise

Claimed loss: Five days cruise

Desired outcome: Refund as stated from you letter

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7:06 pm EDT
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4 months ago, I booked flights through Flights by Celebrity and was told that the TOTAL price was $327.10 for both my husband and I. I thought WOW, how affordable! I had just paid just over $500 for 2 tickets to Miami in April and thought it would be hard to find cheaper tickets, so I opted to book flights through F/C, precisely because the TOTAL fare wa...

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3:47 pm EDT
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To Whom it May concern ~ my name is Katherine Richardson, my son Duston Alton and I were passengers on the Celebrity Solstice Cruise Ship for a 7day Alaskan Cruise embarking Seattle, Washington on September 15, 2023. Upon boarding 11:00am we went to Guest Services and inquired about the drink package which we decided on the “Premium Package” and I asked...

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3:33 pm EDT
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I recently went on an 7 Day Alaska Cruise out of Seattle Washington. We scheduled a couple of excursions prior to departing. We had a whale watching excursion and a light rail excursion into the Yukon region. We attended the briefing prior to the trip and was told that we would not need our passports for the trip. I returned them to the safe in my room and...

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2:22 pm EDT
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To: President of Celebrity cruises August 3, 2023 Mrs. Laura Hodges Bethge. From: Alexander Caploon 227 Highland Ave Montclair, NJ 07043 Dear Mrs. Laura Hodges Bethge, With all my family, 6 people, we usually take a cruise for our birthdays, mine and my granddaughter. In the past we used different cruise lines, mostly Princes. This year we...

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10:34 am EDT
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Celebrity Cruises booking isssue

Celebrity Cruise :

reservation 7901869 celebrity silhouette sailing date 2/12/24. Athens and Daniel Titus.

My flight reservations got really mixed up resulting in credit to Jet Blue and American Airlines.

I have spent endless hours on hold then speaking to several agents confirming the situation would be solved by having them transfer credit from AA to Celebrity .

They all say I will get an email, i will see the credit on my bill but it doesn't happen.

I am so disappointed in the customer service. This is my 3rd cruise with Celebrity and have never thought i would have so much trouble with problem resolution.

Week two and I'm on the phone again. Both with reservations and flights by celebrity.

Desired outcome: my problem solved as well as complementary cruise credits for all the hours and days I have spent trying to straighten this out.

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4:06 pm EDT
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Celebrity Cruises Alaska trip

They [censored]ed me over with the excursion rates, randomly cancelled reservations - dining, excursions, wifi, laundry. And wants to charge me full rates, no longer have any dining options available, and told me they will not honor the refund for removing the third person from the room rate.

They had me stay on the phone with their reps for over three hours before speaking to the supervisor. I was on the phone from 11am this morning till now - when I broke down in tears. And venting on their twitter page - to have someone say - aw, I see you're speaking to a supervisor, tata.

Seriously, these people are sadists for what they are doing to me. I've never suffered so much ineptitude from a hospitality/ booking site in my life. I have to go through how much they've refunded me and how much extra I paid for this trip. But dreading it. Don't book with celebrity online. Don't try calling them. Maybe going through a travel agent is better.

Desired outcome: 831 dollar refund for cancelling the third person. dining reservations honored. excursions all paid at the rate I ORIGINALLY BOOKED AT.

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11:26 am EDT
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Celebrity Cruises Lines custom agent escort

On July 23, 2023, my friend Kathryn O’Keefe and I, aboard the Summit (room number 3114, was detained due to Celebrity’s agent. We bought a combined $32,000 worth of jewelry aboard. While departing the ship, we and a few others were asked to step aside for their agent to take us to customs.

The woman(name unknown but I think it was Jessica), took my passport and Kathryn’s enhanced license and carelessly put it in her left hand along with everyone else’s. Then she put her clipboard on top of it while it still was in her left hand. She seemed very disorganized and kept saying she was waiting for a few more people but all have already checked in.

Then she escorted us to customs and separated all the people and told us to step in line. Once in-line we had to have our faces scanned. When we cleared, she disappeared with our credentials! This day was my birthday and customs could not find her! We had to wait outside for 1.45 hours bc they couldn’t find our credentials!

This and the fact of the disorganization leaving the ship took an additional hour to get off after they called our number and the additional 1.45 hours in customs is UNACCEPTABLE. I EXPECT A CREDIT BACK FOR PURCHASES ABOARD AND KATHRYN FOR HER RESERVATIONS FOR WHICH I paid her my half!

DO NOT, NOT GIVE ME A FUTURE VOUCHER FOR A NEXT CELEBRITY CR CRUISE! I want a partial refund on my and Kathryn’s charge card!

Christina Waller

Reservation number (2763333), Kathryn booked 3 cruises aboard the Summit in Jan. and Celebrity out sourced it to CHEAP CRUISES TRAVEL AGENCY which screwed up our reservations 10 days prior to the cruise! This was another problem! When you book aboard for that many cruises and spend over $32,000 you expect better service! You can verify all purchases bc several thousand dollars was also spent aboard for spa treatments! That can also be verified! I expect a reimbursement to both OUR CREDIT CARDS!

Desired outcome: A large refund to my personal account and Kathryn O’Keefe’s personal account as well!!! Combined purchases aboard the Summit was over $32,000 plus thousands on spa treatments.

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2:45 pm EDT
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Celebrity Cruises Lack of USA visa

We are Israeli citizens Zinaida and Felix Sheiner. Invoice number : 2645478. Room # 7102. We bought a cruise to Alaska on Celebrity Eclipse ship :

9/7/23-16/7/23 from American travel agent Anatoly Shusterman. He knew that we were Israelis, but he didn't inform us about the requirements of USA visa!

On the day of boarding, we were not allowed to enter the ship. We were in a shock!

While filling different forms required by the ship there were many questions about vaccination, about bank cards, but not a question about USA visa!

By the way, we left our 2 suitcases for checking in, but we got back only 1.

The responsible security manager Chris and the representative of the ship Jarrod assured us that the suitcase will be send to us.

To sum up: 1. We want our full pay for cruise back $2134

2. Money for our flight to Vancouver and back $ 3808

Thank you for your understanding and help.

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3:30 am EDT

Celebrity Cruises Lost and found

I need help locating a ring I purchased while aboard the Apex the week of April 16th. I purchased the ring from Siddesh at Effy Store for 1998.00. My friend fell on the ship mid week so departing the ship the ring slipped off my finger. I was in touch with Siddesh and he checked lost and found and they had it. I was overjoyed when I heard. I was told it was shipped through chargerback by the ship. and they would ship it. I paid for the shipping on April 27th and was told the ship was out to sea and it would be mailed on May 4th Tracking number for FedEx is [protected] and it shows label printed but never shipped. I really need help finding this ring please? My mother passed away In Janiary and this cruise and the ring were both purchased with a portion of my inheritance. I am just sick about It being lost again.

Sent from my Metro by T-Mobile 5G Device

Get Outlook for Android

Desired outcome: find ring

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2:03 pm EDT
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Celebrity Cruises Transfers

Cruise #424614 celberbity crusies refuses to assist with transfers just because after the cruise we are staying in venice. If you don't leave on the last day in port and fly back to your original destination you are out of luck. All we need is a transfer to the airport in italy. Not a serious issue celbrity agents have refused to help because we are staying in venice for a few more days. One agent was able to get us a trnsfer to tranchetto island in italy and from there we are stranded, we have no idea where tranchetto island is but celebrity is stranding us there. Celebrity does not care. They do not take care of their customers - answers I received from most of their agents is "sorry your probem". Celbrity cruses did do the air fare and hotel reservations evidently money is being made on those items by celebrity but assistance with transfers, again answer was "your problem"

this issue is so minute and we did not expect the treatment we have received from celebrity they are supposed to be above other cruise lines but I guess I was wrong.

Desired outcome: ASSISATNCE WITH TRANSFERS BY CELEBRITY FROM REVENNA PORT TO MARCO POLO AIRPORT IN ITALY. IF THIS CAN'T BE DONE THEN WE WOULD LIKE A REFUND FOR THE ENTIRE CRUISE.

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10:29 am EDT
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Celebrity Cruises Future cruise

I was supposed to sail on 11/03/23 to japan. My travel agent called to tell me they told him celebrity over sold the cruise by 260 cabins. For the inconvenience they offered if you book a future cruise within a year they offered $450.00 pp. I agreed to book the cruise 10/06/24. Now my travel agent said they called and said im not entitled to the 450.00 pp because he did not cancel and rebook. I called yesterday and customer service said both of us misunderstood the 450.00 pp. Celebrity inconvenience me by canceling my cruise way to late and I had to scrabble to book another vacation. Actually holland America is going to japan in October 2023. There is no reason not to cancel my japan trip in 2024 and book for 2023. Celebrity is saying its my travel agent and I fault for misunderstanding. There is no misunderstanding you cancel my trip I had booked for over a year we move it and I get nothing to rebook. I just don't feel that is the way to conduct business and expect people to rebook a cruise again

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9:23 am EDT
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Celebrity Cruises future cruise details

We cruised last year for the first time on celebrity amazing the best cruise ever, so we booked for a future cruise...what a nightmare it has been so many restrictions it has been a nightmare not a pleasure.

First you have to use a cruise consultant and you cant make changes yourself without the consultant ..You have no recourse for changes with out fines and loses of your deposit.

We booked as we were suppose to a short period of time later received an email saying our flights changes to a stop over on the return flight we dont do stop overs thats why we pay extra...my complaint is we did what we were suppose to do if the consultant or the computers messed up why should we be penalized. I even asked to change the cruise details for another and was told..no you lose your deposit and there is a fee for changes unless you upgrade...Doesnt really seem fair does it...This was for my husbands 65th birthday and if he really didnt want to go to these stops I would have cancelled

Desired outcome: changes to my flights to reflect non stop without me paying for additional changes that need to be made I have already made plans for boarding my dog etc...so late night return isnt and option..look at my origninal booking

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Celebrity Cruises contacts

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