Celebrity Cruises

Hi,

I am writing to you regarding my recent cruise with your company, Celebrity Cruise Line, which departed from Shanghai on 30th March. I have travelled several times with Celebrity Cruise Line but unfortunately this has been by far the worst experience I have ever had. I am hoping that you can offer some form of redress for the terrible experience my family and I have had.

There were several problems that I had before after and on the cruise ship:

Firstly, in Shanghai the driver for the minivan arrived at my Hotel Le Royal Meridian at 11.30am. However when I explained that I wasnt allowed to board the ship till after 4.30pm. I was made aware that I either left with driver or would have to find my own transport to the ship. I explained that I had an elderly mother with me that cant walk much (requires wheelchair access) so what would I do for 4 to 5 hours with heavy luggage at the port. Unfortunately he wasnt interested nor was the company that sent him and instead said I had 20mins to get on to van or he would leave. As you can see this was extremely distressing for my family and I.

We processed with the driver and got to the port and waited to board the ship at the appropriate time.

Once on the ship we booked several shore excursions, I was made aware that food would be provided by yourselves so I made the colleagues aware that we had dietary requirements which I was told would not be a problem.

However on the all the excursions this was a major problem as neither my mother nor me could eat the reason for this was either that the tour guide didnt check our requirements or that the resturant assumed that we could eat fish or egg which I didnt inform the colleague when booking the trip of this and was told that there would be no issue. However on several occasions this was the issue.

This issue was compounded further when both my partner mr nick singh and my mother were taken ill and both had to be isolated so they missed the main highlights of our trip on the ship.

But due to the fact that both myself and my mother couldnt eat properly on our shore excursions we both were told by the doctor on board the ship that could increase the likelyhood of us both becoming extremely ill again. I was aware that I couldnt take food off the ship so all I could do is purchase snacks like crisps or chocolate in stores if and when and where I could so we could eat something.

Obviously this was very frustrating experience for both of us.

I explained the situation to the shore excursions team and I was told that they would try and resolve the situation and was advised that I would need to speak to concierge firstly.

I then spoke to Ian in the concierge team and was told that his manager would come and discuss my situation with me when his shift starts after 4.30. Unfortunately this didnt happen and the next day I went back to the desk and was told to explain the whole situation again and in frustration I did so and was told that someone would look into this and come back to me.

A few days later I had a message on my room phone stating that I would receive a letter with my complaint referenece that I would need to speak to head office.

I wait for this letter for 2 days and because I didnt receive it. I again spoke to concierge and they confirmed that I would receive the letter two days before I depart the ship but was told that the colleague would come and discuss with me so I knew the process. Again this didnt happen but when I did see the colleagues around the ship he assured me he would come and speak to me. Again this didnt happen so on the penultimate day of my cruise I again went to the concierge team and was told concierged was now closed till the new passangers arrive on the ship but I would get a letter tomorrow before I depart as the colleague would print it off and have it ready to colleact any time after 7.00am.

However again this was not the case as when I arrived there was no concierge service available and no letter for me to pick up after waiting 20mins. I approached a colleague and was asked to explain everything again and told that someone was print a letter for me now. Again I waited worried that i would miss my disembarkment time but again after waiting 20mins I was given the letter I requested which meant I only had 25 mins to disembark.

Finally I thought I would enjoy my last destination before going home but again when I asked at the hotel Dorsett in Wanchai when I would be picked up the next day to travel to the airport again I was given no information and instead told that if they arrived early before 21:00 (my flight was 01.10 on monday 15) then I would have to pay to make my own way to the airport as there was no way for the hotel to know when I would be picked up and as nothing was sent to myself confirming the company details.

As you can see from the detailed complaint above I have receieved an extremely poor service from your company which has ruined a very luxurious getway that my family had planned for over 2 years. I am extremely dissappointed at the service I received and expect alot better from a company like celebrity cruises.

I request that you remedy this situation immediately. You can refund them directly to my credit card, or you can contact me on my mobile number on [protected] or email me in [protected]@gmail.com to discuss alternatives. I look forward to hearing your response.

Sincerely,

There are several of us (last year 23 people) who attended college together and cruise with Celebrity every year. This year we requested 10 cabins, yes, 10 cabins on the February 15, 2020 cruise on the Equinox. We had already placed $200 in the Celebrity system while on this year's cruise on the Edge.

We converted our $200 to the Equinox and the aforementioned 2/15/20 cruise. Now we are being told the price already agreed to has increased from $3652/cabin to $4018 per cabin; plus, the deposit required now is $500!

We are long term customers of Celebrity. We generally book a minimum of 6-8 cabins and last year 11 cabins, four of which were suites. This is in no way the way to treat loyal, long term customers and it is my intention to persuade the group to leave the non-customer oriented Celebrity Cruise line.

Tasmania Jan 05 2019 shore excursion - Historic Hobart -wildlife -Port Arthur
Please be advised we were extremely unhappy with this expensive tour and expect some compensation in return. The tour guide was terrible at operating this tour, resulting with no time to purchase any sort of lunch as *none was provided on this 8 hour tour* May we suggest to the tour operator to please provide even a snack or box lunch. We realize it stated * no lunch* but really to avoid our situation we could of ate lunch on the bus on route to Port Arthur. Any compensation will be greatly appreciated. It happened that 200+ people all were in line same time to grab lunch all in 10 minutes before the tour starting. Many unhappy excursion goers..
Thank you, hope to hear a response soon.
P.s 'We were not allowed to bring any food from the ship as it is Australia rules. if so we could of had some snacks with us.
Kindly,
Faye

Ref: Mr and Mre Wood Cabin No: 2088 Oct 19th 30th 2018 Voyage: CS11M191

To whom it may concern,

We have already contacted you about the Celebrity Constellation Cruise in October 2018 from Citaveccia, which ended in a mishap in La Spezia. We since have carefully considered the circumstances and have come to the following conclusions, which we would like answers to.

 Why did we stop at La Spezia when the weather was forecast to be inclement? Could we have gone direct to Citaveccia? We stayed out in the harbour until the next day when the Queen Victoria vacated her berth and sailed at the height of the bad weather. We took the berth of the Queen Victoria.Was this done to accommodate passengers who had booked trips to Florence and Pisa? Surely the safety of ALL of the passengers should have been your priority.
 Why where only a few select passengers bussed to Rome Airport so as to connect with their flights? No general announcement was made just individual phone calls to certain cabins.
 When we docked finally in Citaveccia why was there a delay for disembarkation? The instructions for disembarking that had been delivered to us 2 days previous were adhered to. We waited for 90 minutes to leave the ship and as a result missed our flight at 5.20pm from Rome. We stood in the queue at reception for an hour to explain our predicament and were fobbed off with "we will sort it out in Rome Airport". Passengers carrying their own suitcases delayed departure even further by blocking the exit gangways. We followed the correct procedure and had our cases collected and placed on the dockside. Why not change procedure and prioritise people with flights to catch. Most of those who blocked the exits had already missed their early flights.
 Our taxi to transport us to Rome Airport did not turn up because of the delay, so we were fortunate to get on a shuttle bus to the Airport (well done). However, once we got to the airport we were literally abandoned because we were told we had booked our cruise through a third party. We had to find our own accomodation and rebook our flights to London via Milan, which cost us 1300 Euros. No help from Celebrity whatsoever. Complete chaos. We then spent the rest of our evening helping other distressed passengers, elderly, disabled and lone travellers who were left in a similar situation.
On our return to the UK, some friends who were on the same ship beit in more expensive cabins told us that they had a phone call inviting them to get a bus at midnight. But this was restricted, as only a number of buses were available. NO PUBLIC ANNOUNCEMENTS. Why?
The Costa Magica which we collided with when we broke our moorings (incidentally there was no mention of this in your account of the events of that cruise) in La Spezia harbour immediately abandoned their cruise and took all passengers by bus to their respective airports. Why not Celebrity? They also received 25% compensation for missing ports of call and the curtailed cruise.
We have not even received letter of apology. We are seeking further advice regarding the way Celebration dealt with their passengers.
We will never consider or recommend another cruise from your firm in the future.

Yours
Marilyn and Fred Wood
email north.[protected]@ntlworld.com

I was on your 9/1-9/8 cruise to the Galapagos...a trip of a lifetime.
We had an option to kayak at one of the locations we stopped at.
There were 10 of us kayaking...2 groups of five.
I was in the second group.
My partner and I are experienced kayakers.
The initial 5 people went out for their allotted 30 minutes and then returned.
My partner and I plus the other 3 in the second group got ready to go.
A husband and wife got I to the first kayak and off they went.
We got into the second kayak and my partner was handed a kayak paddle.
They then told me they did not have a paddle for me...
Now, where did it disappear to?
5 paddles returned from the first group yet now there were only 4?
The last Single person to board had a paddle.

They gave me a very short emergency canoe paddle.
Needless to say, this was not good safety protocol.
The kayak drifted I to some branches and rocks and became lodged in.
Nothing we could do, could get it out.
I'm sure if we had another longer kayak paddle we would have successfully dis-lodged it.
Instead, we ended up in the water with the kayak on top of us.

Never got an explanation of whatever became of the missing paddle.
Did not get to kayak throughout the marsh and sea turtle area.
Although cell phone camera somewhat protected, was submerged too long and was no longer functional.

Not to mention the safety issues of sending out kayakers in a tandem kayak with one paddle.
Have written multiple time and private messaged via Facebook multiple times as well.

Celebrity NON-customer service...
The worst!

With reference to our 7 night Pacific Coastal Cruise, scheduled for 20th Oct 2019. My name is Ronald Mesilio, reservation I.d 6879519.
I would like to express my dismay and extreme dissapointment towards Celebrity Cruises for cancelling our cruise due to the cruise been chartered.
This action has really broken down our family and friends plans for enjoying a long awaited holiday together, on this specific selected intenerary.

No longer will I trust in Celebrity for their actions and will certainly be raising awareness to other people of this incident.

We were on the Millenium which sailed from Tokyo on 10th Nov 2018.
We had this cruise booked from 2017 and there was no correspondence to say we neeeded to have a visa to get off the ship in Shanghai. I had checked with Visa Central and a Tour Journalist if a Visa was required and this is a copy of the wording from Visa Central "Guests entering China on board an ocean cruise ship may not require a visa for up to 15 days provided Shanghai is the first seaport of call
in China. " There is more to this paragraph but due to lack of space I have reduced it.
We were informed by a card placed on our beds a few days before arriving in port that we could only go ashore on a tour through Shore Excursions and due to this late information there was little choice left and some people missed out.
Why were we not informed about this when we were booking the cruise or even shortly after booking, so we could have arranged a visa or had a full choice of tours.

CELEBRITY CONSTELLATION CRUISE DEPARTURE 19.10.18 ROME ITALY, AROUND MEDITERRANEAN, ARRIVAL 30.10.18 ROME, ITALY
BOOKING NUMBER 9850783

you might have heard that constellation arrived in rome port at 16.30 pm on 30.10.18 instead of the morning
consequently, julia and myself have missed our scheduled 15.00 alitalia flight rome-prague and we had to stay one night in rome and buy new flight tickets for next morning, with alitalia for 31.10.18 departure at 9.30 am

we paid for the 2 new one way flight tickets 44 + 744 = 788 GBP
we paid for a hilton airport double room with breakfast 250 GBP
total additional cost 1, 038 GBP (around 29.34/25.5 x 1038= 1, 195 USD)

will you arrange quick refund

thank you very much

best regards

EDUARD QUITT
[protected]@gmail.com

We were on the constellation for the oct 19, 2018 cruise to France and Spain. All was going well until we were to go to portofino 3 days ago. Instead we went to lespecia and stayed there for two nights. We were told it was the weather. Seas were rough but no rougher than last night. So yesterday oct 29 after stayin in lespecia and doing nothing because of the rainy weather, the constellations mooring lines broke and we drifted into the harbour. We struck the Concordia magic in her bow, and quite possibly the bow of the constellation into another vessel.
We were to leave at 330pm. Obviously this did not occur. It was 7pm when the cruise director finally got on the speaker system and let us know what had happened. But did not say what was going to happen. As this was the last night of the cruise everyone needed to know what port we would be at tomorrow to disembark. The pursuers desk was useless. Especially Marina, who needs another form of employment. She could not provide any answers except her robotic monologue. She also called security because the thought we were in her space. Really?
People were not happy with the lack of response. Absolutely no word from the captain, i believe he was not even on the ship. There was no reason we could have not gone on to our disembarkation port two days earlier. So at about 11:30 pm the cruise director comes on and says if you want to leave the ship they will bus us to Rome between 12 and 1am. Because they don't know when they are leaving. So tons of people get ready to leave. It was a total cluster. No assistance, no knowledge absolutely horrendous. I would hate to have to abandon ship with this crew. When we finally got off this ship and onto a bus it was 2:00a.m., then a 5 hour bus ride to Rome. Let me tell you there are hundreds of people that will not every travel with celebrity again, including us. We are Elite and have never encountered such incompetence in my life.
This captain and his purser marina, need others forms of employment. Absolutely no communication whatsoever and lost our last night on the ship.

Dear sir I recently took a 12 day mediterrean cruise (Barcelona, sicily greek isles, malta) I found the shows in the theater lacking These was an excellent female singer, other singers ok.Magician was excellent Prduction shows were ok .This comes to my problem The Wedding Show was silly, boring and a waste of my time. That brings me to the Liar s club, This was a male bashing, chauvinistic, perverted penis show.I found it disgusting and insulting.Im sure they were afraid to include the female team member because its ok to bash men and women would run to their lawyer.I have cruised on royal before and I believed that celebrity was a step up.I was wrong.When a comedian has to resort to such low class humor time for a new job.If this is the type of "entertainment" you condone the crew should have warned the passengers before, such that they would stay away.I will be warning my friends and family about celebrity.You will proably not acknowledge the letter showing how much celebrity cares . maybe next time will find a better class cruise line

Customer Services

We have just returned from a West Mediterranean cruise on Silhouette sail date 9th September, from Southampton, return date 23rd September. We had a good cruise and we have completed the online survey but there was one aspect of the cruise we were particularly disappointed with and there was no opportunity to express this in the online survey.

The cruise was advertised with a port stop in Toulon when in reality we were actually 10 Kms by road away from Toulon at a pier at La Seyne sur Mer and Celebrity expected all guests who wished to actually visit Toulon to pay $20 per person to get to Toulon. There was an opportunity to get a public water taxi €2 per person each way to Toulon, therefore a considerable saving but for some reason this wasn't advertised by Celebrity.

Given that Celebrity were incorrect in their advertised itinerary and that there was never any intention to dock in Toulon; this was a gross misrepresentation of the itinerary and then to have the audacity to charge each guest $20 to get to the advertised port is quite unacceptable and very disappointing. We are Elite Members with Celebrity so this was particularly distasteful to us. When we went to Guest Relations to complain they dismissed our complaints citing ports at Livorno and Civitevecchia for Florence and Rome; these ports are openly advertised so we have no complaints, but to advertise a port stop for Provence in Toulon when the ship docked 10 kms away and charged $20 pp to get to the actual port is a gross misrepresentation of the itinerary.

There is little Celebrity would be willing to do to correct this wrong for our cruise but we would ask that this misrepresentation is addressed for all future cruises.

Many thanks.

Mr & Mrs Grundy

This Oct 13 - 27, 2018 I will be cruising on Millennium to Japan...ending in Shanghai. My sister and her husband are also
sailing on same cruise.
I have wanted to gift them some excursions to mark a good time together. The strange thing is I was not allowed to pay
for them at the same currency as for myself.
Your prompt attention will be appreciated.
Thank you.

helen chiu

I was looking to cancel a trip 43 days before departure on Celebrity Cruise Lines (res #4998636). Per your website at https://www.celebritycruises.com/company/customer-support/help-and-faqs/pre-cruise/cancellation-policy the cancellation policy states that I am eligible to receive an entire refund minus the cancellation penalty which is the original deposit of $100 (cruise was booked on 04/03/2018, and the policy states that cruises booked before 04/16/2018 are subject to the cancellation policy shown). (43-74 days before departure)

However, on the reservation ticket, the cancellation policy is much different. It states that between 29-56 days before sailing, the penalty is 50% which is much different than the official policy being shown online and through Celebrity's system. I believe I should be subjected to the cancellation policy explicitly stated by Celebrity Cruises.

On my last cruise, which i enjoyed, we purchased an advance cruise package. It cost us $200 and a arbitary 18 month out cruise date with significant perks was chosen. This was done at the suggestion of the celebrity staff so that when we chose a wanted cruise the $200 and perks would be transferrd to the new cruise though we had to use our own travel agency(vac2go). Not a problem and thats exactly what we attemped. The reality is that if you choose a differant cruise you lose your perks. Without those perks there is absolutly no reason to pre purchase a celebrity cruise and in fact you are in reality limitng cruise vactions to only a single cruise line. No benefit at all to a pre puchase customer. We feel this is simply a bait and switch operation where the customer gets nothing and the cruise line gets nothing. My advice is not to participate in this program but rather to purchase a cruise based upon need and desire without locking into partiular cruise line. Loyalty seems not to matter with this celebrity program.

My wife and i were on a 11 day cruise on celebrity reflection which ended on the 28/06/2018 i paid my bill in cash and was assured by 2 members of staff prior to payment that the money would not be taken off my debit card . And sure enough they took it off the day after my cruise finished, it took me a week of phone calls and e/mails before i got refund and was still£8.21 out of pocket due to exchange rate and bank charges . I have received no letter to say sorry ! this was my 2nd cruise with celebrity but will have doubts if i will use them again

We had the misfortune of being stuck directly beside an extremely inconsiderate traveler who smoked constantly on their patio, despite our whole section being designated as non-smoking. Our two young children, ages 3 and 4 were exposed to second-hand smoke every day that we tried to enjoy our patio (which we payed handsomely for). If we happened to open our patio door while our neighbors were smoking, our room filled with second hand smoke. It was disgusting and quite frankly a violation of our health and safety. It is proven that second-hand smoke causes cancer. The Guest Relations Manager told us that they had fined these people but it did not stop them from smoking. They even had the audacity to flick butts under our patio dividers and falsely accuse us of death threats because our daily complaints inconvenienced them. Celebrity officials did nothing for us other than offer us $300 off our next cruise. Absolute garbage. Another shameless attempt at upselling. There will not be another cruise with Celebrity for us!

Just returned from a Russia/Baltic cruise 21/07/18 to 04/08/18 which was wonderful however we did experience an issue with clothing being stained whilst sitting at the Sunset Bar at the rear of the ship. A number of our clothing items had an 'orange residue' on them which I thought would wash out when I got home, however they have not. We did notice on one day in particular that our skin and hair was coated in this and took a fair bit of washing off our bodies, so much so that the towels were stained.
Having returned home and washing all our clothes there are a number of items that the marks will not come off. Whilst I do appreciate this is out of the control of the ship, I do think that a warning notice should be on display. Also whilst playing BOCCA at the Lawn club, some of the shoes are also damaged, I have not been able to remove the black soot stains. The strap of my handbag was hanging over a rail near the Lawn club and as I put it on across my body, the soot marks rubbed off onto my jacket, these have not come out in the wash also.
The main items of concern are several T-shirts, swim shorts, a jacket and a skirt. I can send photos later after acknowledgement of complaint.
I look forward to your comments. Karen Kenyon

Celebrity Constellation -30th June 2018 Italian Renaissance Cruise Booking ID 1369657 Reservation # 1369657

Dear Celebrity Cruises -

May I start off by saying this is not a complaint about the cruise itself. This is constructive feedback as to travel arrangements secured through the celebrity cruises booking process and how things can go drastically wrong impacting very badly on the whole experience.

The Italian Renaissance cruise was our first cruise trip. Myself and my husband were incredibly excited and decided to treat ourselves to an upgrade to a concierge room and all the benefits that entailed. We had heard many positive comments in regards to Celebrity Cruises and the fabulous customer care on offer.

We booked our flights via celebrity cruises and chose the option of a connecting flight from Manchester via Paris to Barcelona. I have to admit that I thought it would have been easier to have a direct flight but the prices were reasonable and given we were booking via Celebrity Cruises believed this to be a safe option, unfortunately we were very wrong!

We arrived in Paris CDG Airport to find that once we had been through the required security checks our plane (Air France) had already begun boarding. Running from one terminal connection to another all the time fearing our plane would leave without us was to say the least very stressful. We arrived as it was announced "last call" and were the last to board the plane. Immediately I was worried regarding our luggage and despite my husbands reassurance remained so throughout the flight.

We arrived in Barcelona at the designated time and waited patiently for our luggage, which did not arrive. We spent a distressing 2hrs in the airport reporting the missing lost luggage ( apparently located and still in Paris), as a result our booked transport to the ship had left and we were forced to take a private taxi.

We arrived on celebrity constellation much later than planned with only the clothes we were wearing, we missed the much anticipated pleasure of a planned arrival and were rushed through the boarding process.

We reported the lost luggage immediately to Guest Relations and would like to feedback that they were very kind and helpful. We were issued with emergency toiletries and tee shirts

Our experience thereafter of Air France was appalling!
Initially we were promised that the luggage would arrive in Barcelona that day at 14:40hrs and they would make every effort to get our belongings to the ship before it disembarked. That did not happen. We were then advised it had arrived in Barcelona after we had set sail and it would get to us the next day when we docked at Cannes. Despite Air France confirming the luggage had been forwarded to Barcelona it could not be located.

In summary each day we were promised our luggage would arrive and each day it did not. Celebrity Cruises Guest relations were incredibly helpful and chased updates at least twice a day for us but each time to no avail, Air France made absolutely no effort whatsoever to keep us updated!

In the end our luggage arrived in the afternoon on Day 6 of a 7 day cruise! It was heart breaking, and we didn't even bother to unpack, given the cases need to be packed that evening for departure the next day.

Any spare time we had on our organised excursions had been spent frantically running around shops purchasing clothes we did not want or particularly like just to obtain the bare essentials. It was Day 3 before we were able to secure any beach wear and we spent he first 2 days in the jeans we arrived in.

I am sure you will appreciate as this was our fist cruise we had looked forward with great expectation to the "chic" night and had packed cocktail dresses, dinner suites etc. Indeed we had packed different evening and day wear for each of the 7 days

I think what made the situation even worse was the ongoing promise that the luggage would arrive at various destination points, on each occasion our hopes were built up only to be dashed again

On a more positive note I would like to state that the cruise itself was amazing. The staff without exception were incredibly polite, helpful and engaging. Our room was wonderful as was our housekeeping services, entertainment, food facilitates etc etc were all top quality. Despite everything we managed to try and focus on the positives and enjoy our much anticipated cruise. A special thank you to Patricia in Guest Relations who did her upmost to help us and to Giedi our housekeeper, who was thoughtful. kind and very helpful

We would very much like to cruise with Celebrity Cruises again but felt very strongly about giving you this feedback. We found Celebrity Cruises to be professional, courteous and customer focused, unfortunately the opposite is true of Air France and by association the reputation of Celebrity Cruises is also tarnished and brought into disrepute

I would very much like the opportunity of discussing this with someone as I believe this needs investigating. I know that other unfortunate travelers have experienced the same issues as we have and the whole flight connection process needs to be examined in detail

Thank you for your time I look forward to a timely and professional response and hope to discuss how any future concerns regarding travel arrangements can be addressed in order that we may enjoy many more cruises with Celebrity Cruises in the years to come

Kind Regards

mrs gillian damson

email [protected]@aol.com

Hello.
My name is George Adrian Comaneci and I would like to inform you that on 9-17 May I was on a cruise on the Celebrity Constellation and after about a month I started to be agitated and harassed by a former employee on this ship. In complicity with a colleague who still works on the ship, he managed to get all my identification data including my home address phone. He went so far as to come and track me for three weeks at the address where I live.
I would like to know your point of view regarding the confidentiality and protection of your customers' personal data. Depending on this answer, I will know what steps to follow next.
For more information and evidence regarding this case, please contact me at [protected]@home-tech.ro or George.[protected]@yahoo.com
Your former employee's name is Levent Altan, it's from Turkey and has been headwaters in crew mess.

Last year we sailed on your Reflection ship.I purchased a Michael Kors ladies watch onboard.Ive noticed that the letter H has disappeared on the face of watch under the glass.This makes me wonder are you selling the genuine product?
I'm not happy as I bought the watch to remember the cruise and show other people stating what a 1st class sail we had.When friends now comment on my watch they query "is it real"
This does not look good on your 5star ratings
I look forward to hearing from you
Mrs Clare Guest