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jerryd1

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Posts posted by jerryd1

  1. On 1/11/2021 at 2:22 PM, -Lew- said:

    When checking fares for fall 2021 on the Celebrity website for cruises I've booked, without signing into my account, I'm seeing some very good fares.  However, upon signing in and going through the process, the itineraries exist, but at much higher fares.

     

    Anyone else experiencing this issue?

    Yes, I had the same problem.    It looks to me like the lower fares only apply to newly booked cruises that are booked during their airfare sale.   It appears if you go online or call Flights by Celebrity to book flights for a cruise that you had previously booked the fares are much higher.       

     

    It appears to me that Celebrity having a "sale" by subsidizing flights on newly booked cruises.   This way they can have a sale without lowering cruise fares and having us rebook our cruises to capture the price drop.

     

     

  2. We finally received the last of our refunds and FCC from the cancelled April 24, 2020 Transatlantic cruise on the Celebrity Reflection.   We received an email cancellation notification from Celebrity and our TA on March 24.    The refunds came in two batches, the last was the airfare refund, which showed up on our credit card statement with a transaction date of June 3rd and was posted on June 9th.

  3. 49 minutes ago, Lrtalk said:

    There are articles on the web saying that Celebrity is going to offer  a third method of compensation.  Here is the copy of it:

     

    • 100% full refund
    • 125% future cruise credit to use on a sailing on or before December 31, 2021.
    • Move your booking to a sailing in 2021.  Your cruise fare price and promotion will be protected when selecting an alternative sailing of the same itinerary type, ship series, cruise length, and stateroom category.

    I called Celebrity today asking about the third option since we had booked an extremely cheap Celebrity Suite on an Alaska cruise for July 2020 that was cancelled.  I would take a similar room on an Alaska trip next summer in a heartbeat.  The phone person said they had no knowledge of this third option.  Would be interested to hear if anyone has seen anything on that as an option.

     

    Look at https://www.celebritycruises.com/cruise-with-confidence     Specifically, option 3, "Same Cruise, Same Price"

  4. 5 minutes ago, Covepointcruiser said:

    If you look at all the cruise critic threads for refunds Celebrity has responded as quickly as the other cruise lines.   If you see a better fit in another cruise line please book with them but don’t expect  refund service to be anything different during a global pandemic.
    Nothing like this business disruption has ever happened or could have be planned for. 

    My frustration is not so much with how quickly Celebrity has responded.    It's the fact that their CEO has posted several documents stating dates and timelines for the receipt of refunds and FCC's that are not anywhere close to what is happening in reality.

    • Like 1
  5. 21 minutes ago, GottaKnowWhen said:

    I am fine with what they have done. They have been coping with impossible conditions and doing what they can. I would need to check my notes, I have had some refunds, probably not all, I can wait. I think that if More people would have patience and not constantly call and email and demand status updates, if more would let them get on with the job, it would be smoother. I am pleased to see the standard flow of ads and specials, it is nice to know that Celebrity, like me, is looking ahead...

     

    Celebrity's responsiveness, timeliness, consistency, and ability to live up to their own promises, compared  to that of the multiple airlines, the other cruise line, the hotels, the shuttle companies, the excursion providers, and others that I've dealt with while unraveling multiple cancelled trips due to the pandemic,  has been by far the worst of all of them.   

     

    We love cruising on Celebrity but on a corporate level they have really failed at communications and customer service right now.   On an individual basis,  I've talked with some really fine representatives who seem to be doing the best that they can with the cards that they have been dealt.

    • Like 2
  6. Yesterday we finally received FCC for our April 24 TA on the Reflection.   Unfortunately, the amount reflected in the FCC makes no sense what so ever.     We've not received any refund for our refundable airfare, prepaid gratuities, taxes, or the like.   I was under the impression that we would.       Even so, the FCC is more than 125% of our basic cruise fare.    If I try to replicate how Celebrity came up with their FCC amount,  no matter which of the above pieces are added into the equation, the amount of the FCC does not reconcile.

     

    Such a convoluted system!!!

  7. I finally received an email this morning from Celebrity regarding our cancelled cruise.    According to this email,  Celebrity will credit our CC "within two billing cycles" for our Select Dining reservations and our complimentary Elite Loyalty Internet Minutes.    Both of these things were "complimentary" and cost us exactly.........$0.      Nothing further mentioned in that email about the real refunds and FCC for such frivolous things such as  cruise fare, taxes, port charges, airfare, etc.    

     

    I guess I should take this email  as progress, but all it really does is further demonstrate to me what a screwed up accounting  system that RCCL has.

    • Like 1
  8. 56 minutes ago, Josie201 said:

    We were on the March 13 Reflection that turned back two days into the cruise.  We were promised a full refund and a 50% FCC.  We got the FCC about four weeks ago and today received the full refund on our credit card.  I sent an email to LLP last Friday.  Got a call Friday, another call Monday to tell me my refund had been processed, and today it’s on my credit card.  
     

    Very frustrating overall, and you should not have to resort to writing to the president, but I’m glad it’s resolved.   
     

    Looking forward to better seas ahead.  

     

    I sent a snail mail to LLP last Friday, should have been delivered to her office on Monday, and I've not heard a word related to that correspondence.

  9. 17 minutes ago, omeinv said:

    The idea that Celebrity is deliberately delaying cancellations in order to get customers to complete final payments may seem to be the case viewed in a vacuum.  However, I imagine their position would be that the Corona Virus pandemic is a fluid and rapidly changing situation, and they hope to delay cancellations to enable as many customers as possible to complete the cruise the customers (putatively) wish to take.

     

    It was long after Canada announced that their ports were closed to cruise ships larger than 500 passengers until July 1 that Celebrity finally cancelled their Alaska cruises.   There was no way, based upon US law, that they could operate these cruises without a port call in a foreign port, Vancouver in this case.    So, why then did Celebrity drag their feet to announce the cancellation of these cruises unless they were hoping a large number of passengers would simply cancel first, for the lower non cash back 100% FCC?   I don't believe for one minute that Celebrity management expected Canada to change their mind or that the US would allow an exemption to  long standing regulation that applies to foreign cruise lines operating foreign registered ships out of US ports.

    • Like 2
  10. On 5/8/2020 at 10:15 AM, 3eaglesfam said:

    We’re terribly sorry for the delay, but promise we’re working around the clock to get these to you!

     

    When I called Celebrity last Saturday they said that the accounting department was closed on weekends and that they could not provide me any information  on our refund and FCC.    So much for "working around the clock"

  11. 5 minutes ago, omeinv said:

    Perhaps geography?  If they're working their way north, @torontoguys got theirs today, so @barb-ottawa should be soon.  🙂

     

    That's way to logical🤔

     

    I think they have a big chute to the accounting department in the basement.    All cancellations get dumped down the chute. Whichever booking is on top when they are ready for the next one gets picked up and partially processed and thrown back in the pile.

    • Like 1
    • Haha 3
  12. 30 minutes ago, vermonter16 said:

    Still waiting for our taxes and port charges to be refunded from a cruise canceled around March 23...I forget the exact date anymore.

     

     

    We are, too.    That would be the taxes and port charges that Lisa Lutoff-Perlo  President and CEO Celebrity Cruise Lines stated in the notice of cancellation received on March 23 that "You can expect to receive a refund for cruise taxes and fees within 10 days"

  13. 18 minutes ago, Jcat2010 said:

    Hi All.   

     

    it seems while our Viking Rhine trip is cancelled by Viking, the issues with Viking are not completed.   If this is better addressed on a different site, please let me know..

     

    As some may know, Viking is offering 125% credit voucher, and there is a vague reference to a refund.   I just learned there is a time limit on choosing the refund.   Did everyone but me realize this ?   

     

    Our original letter discussed the voucher, and referenced a refund possibility.  No deadline discussed, but apparently there was a link, which needed to be clicked, which went to a big button "for voucher click".    You had to read all the way to the bottom of the second letter to see the "if you want a refund, call by date X".    

     

    Now, I'm being told it's too late to getm a refund.   Even though Viking's own terms and conditions indicate that if Viking cancels a cruise they owe you a refund.

     

    Just curious if we're the only ones in "this boat".

     

    J

     

    We were aware of the deadline as it was included in the original cancellation email sent from Viking on March 30th.  It said in part, "Our reservations team is currently in the process of issuing 125% Future Cruise Vouchers. However, if you prefer the alternative, you may choose a refund equal to the amount paid, by contacting your Travel Agent by April 6, 2020."

     

    So now you have a voucher.   If you can't use it, Viking, in that same email, stated "For additional flexibility, if you are unable to use your voucher, we will automatically send you a refund equal to the original amount paid to Viking after the voucher expires."

     

    I got to tell you, Vikings Covid-19 cancellation policy is much more flexible than that of the major ocean cruise lines.

    • Like 1
  14. 47 minutes ago, MAXII said:

    Diddly squat🤔 63 days, no FCC or refund. Latest apologetic communication received Sunday indicates 6 to 9 weeks from cancellation.😱

     

    I think I've talked to both "Diddly" and "Squat" at Celebrity.   Actually, the Celebrity reps that I've talked to have been friendly and as helpful as I believe they can be.    I talked to one of them on Saturday.   Since the accounting department doesn't work on weekends, they promised an email follow-up regarding refunds and FFC for our cancelled April TA.    So far today, I've received an email addressing our FFC, a document that I've had for several weeks, for a previously cancelled Alaska cruise.   

     

     

    • Like 1
  15. 36 minutes ago, alley24 said:

    Seems like my experience is same as everyone else, they make promises then don't deliver.  How do you get the FCC back if they go bankrupt?

     

     None of the cruise lines are incorporated in the USA.   So who knows what would happen to your FCC's, as a creditor of the company, if the cruise line goes bankrupt.    I believe it would depend on the bankruptcy laws in the country of incorporation.

     

    In the USA, at least, it also makes a big difference whether the company files bankruptcy under Chapter 7 (liquidation) or Chapter 11 (reorganization).   

  16. 4 minutes ago, phoenix_dream said:

    When I look at the Air Canada website it seems they are only allowing cancellations on flights booked after sometime in March (we booked last fall).  Am I completely out of luck in getting any of my ridiculously priced airfare returned or credited towards a future flight?

     The Air Canada website says ...."If you made a flight booking for travel on or after March 1, 2020, and you want to cancel it, you can. You may keep the remaining value of your ticket for future travel, which is valid for travel that must be completed within 24 months of your flight cancellation date."   I take that to mean that, if your flight is after March 1, 2020 or later, you can cancel it and receive credit for a future flight.   

     

    If Air Canada cancels the flight, you will be entitled to a refund per DOT rules.   Air Canada may try to simply re-book you on another flight or offer future credit.   Sometimes, unfortunately, you have to ask them for a refund....

  17. 5 minutes ago, SunsetPoint said:

    After years of dealing with their quirky and problematic website, I think most of their past customers would find an "... our IT department messed it up" excuse to be pretty darn plausible.

     

    Thus, it is a management problem.    For years RC/Celebrity management has either turned a blind eye to the problems with their IT department/website, or , at the very least, they don't seem to care.       More recently, RC/Celebrity management has failed completely to communicate appropriately, accurately, and effectively regarding our FCC's and reimbursements.    I feel sorry for those front line customer service employees who have to wonder about the future of their jobs and, at the same time,  deal with all of us frustrated customers.

  18. 1 hour ago, Wine-O said:

    There's just one issue for me -- My initial deposit of $900 was made on 30 Apr 2018.  Not sure how that will work going back 2 years.  😕 🍷

     I called my credit card company, Fidelity VISA, and was told that they don't have a hard deadline on disputed charges.   Disputes on charges as long as 4 years old were not unheard of and can be accepted for processing.   So, I guess policy's vary and depend on the card issuer.

    • Like 1
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