Very disappointed with Celebrity treatment over shortened Summit cruise

[MortgageChick]

There is definitely a difference in peoples attitudes based on how often they cruise. If this had happened to my on my first or second or even third cruise , I would have been upset and truly bummed out. We have embraced cruising, and try to sail a minimum of twice a year. Most seasoned regular cruisers would take a shortened cruise in stride, but those who do not cruise once or twice a year are definitely more distressed.

BTW we are not wealthy, still have a mortgage ,but have opted to stay in our 10 year old home rather than upgrading to Mansions like some of our friends. I drive a Honda and hubby a Ford Truck. After saving the recommended 10% and paying our bills, we travel by Cruise Ship as often as we can. We will be on the Summit in Sept for 14 days and again in March for 14 more days. WHile I truly hope that nothing goes wrong and our cruises shortened, I will accept what I cannot change and make the best of it should this be the case.

We are 43 and 49 respectively and yes, you are dead a long time.
I long ago gave up caring what other people think of our addiction to cruise travel, and how often we go.

3 Years ago my parents were both healthy and travelling often, today my Father is dead and my mother is in a Special Care Home and cannot remember what she had for lunch.!!!

[turtlemichael]

I usually agree with Ma Bell's pithy responses but I do not agree with the sentiment this time. Sure its one day out of your life and sure its not the end of the world but the fact remains that Celebrity for whatever reason did not deliver what it promised. Sure the contract does not help the customer and sure they offered some form of compensation and sure their costs are not equal on each day of a cruise.

However, the bottom line for me is they did not deliver and it is reasonable, if nothing more than in the interests of goodwill, that they refund the customer 1/7th of their cruise cost. They obviously accept that some compensation is needed. However they have got it wrong and will do themseves harm by not relating the compensation to the problem. Either 25% off a future cruise or refund of a day's charges would satisfy most people in those circumstances. If it is a small issue for this customer it is an even smaller issue for Celebrity but they have vastly more to loose. :cool:

[sasset]

Weather is unavoidable. Mechanical problems are considered avoidable.

If you have an traffic accident due to some mechanical failure (brakes, steering, etc.) you are held at fault. If an airline cancels your flight due to mechanical problems you are to be compensated. If it cancels due to weather you are not entitled to compensation.

Look at the ill will generated here by this debate. Most of the participants in this discussion weren't on the ship. Celebrity, for what is really very little money in the big picture, could earn alot of goodwill.

Once again we have an example of circle the wagons and blame the passengers for being greedy tack from many of the Celebrity defenders.

Regards

[justfor411]

You know, I guess all it boils down to is that some folk seem happier advocating that others stress out, feel miserable, and generally feel they are somehow a victim.

I, however, would rather look at the situation from a positive and pehaps bit more rational approach. From almost any way I look at this situation, I would try to see the positive.

If I were a passenger who had just got off the ship after this cruise, from any of the following points of view, I'd be happy:

[B] Legally [/B] : I voluntarily walked into the terminal, voluntarily handed the person behind the counter a ticket book, which contained a contract which I read and voluntarily signed. This contract released the line from all liability if they felt it necessary to alter the cruise. So be it. If I got anything at all when they did this, I came out ahead, as per the contract.

[B] Practically [/B] : My time is very valuable financially. Yes, I could spend hours on the phone, writing letters, and hassling folk over what probably will be a few hundred dollars. Or, I could take that same time, call a client and accept the new work he offered last week, and maybe make the same amount of money or more while probably paving the way for similar jobs in the future. Or, I could use the time and canvas a couple dozen or so prospective clients, and perhaps make many times the amount I might recover from the line.

[B] Personally [/B] : Stress kills. I can get all hyper and miserable with these phone calls and letters, raise my blood pressure and my pulse, and do myself little good from a health perspective. Or, I could maybe take some of that time, hit the exercise bike, maybe live a few years longer and have time for some more cruises, even if it is only once every five (or ten) years. I could also take the time and go visit my new nephew, and gain something a million dollars won't buy ten years from now.

[B] Emotionally [/B] : I just spent 6 days on a fantastic ship, in luxurious settings, with fine food, and a gaggle of crew serving my food, entertaining me with their talents, cleaning my room, and even neatly folding the shirt I accidently left on the floor. I spent hours and hours gazing at the sea, and got to visit new places. The vast majority of the people on this planet will never once get to experience a cruise, and I have. One of these people included my now deceased grandfather, who spent most of his life working in a steel mill, working harder in any one week than I probably will in my entire life. The only ship he ever sailed on was the one that took him to fight in a World War. Man, I am lucky and privileged!

--------

In short, we all make choices. I prefer to make mine looking for the good side, trying to see the other guy's point of view when I can. I also know that corporations aren't some faceless evil machine that wants to do me wrong, but in fact exist to provide a service, and to return something to those who invest in them.

And yes, I've had vacations cut short, rerouted, cancelled and generally run amuck. You can choose to see the good or the bad -- or in the case of some of my vacations, the simply ridiculous. I came home, and I moved on, remembering the fun and the humor.

I think this will be my last post on this one. It just stormed here a little while ago, and I think I'll go sit on the porch and enjoy the evening. :D

[Ma Bell]

But Michael, as I said earlier. A CC cabin in May should be about $1200 per person. The $300 dollars just about covers the 14% of the cruise fare. Then they got $200 more and 25% off another cruise. As I said there are some folks in Suites who may need to try to pursue this farther, but what you are advocating is less than what they already got.:)

[turtlemichael]

Ma Bell, did I say I would pay as much as the OP wanted or was offered? I think Celebrity got the basis of how they calculated it wrong. ;)

[Ma Bell]

Am I not getting it. Example. CC Cabin $1200ppx2=$2400. 1/7th or 14% is $336.00. They received $300 onboard credit plus $200 for travel expense and 25% off another cruise.:confused: Those in FVs or suites would be the only ones who didn't get the equivalent of at least one days refund. They also got the 25% off.

[jezzdogg]

I may be wrong but the 300 dollars shipboard credit came off you bill, did it not. That is 300 dollars that you recevied drinks, or excursion that you will not have to pay for. In addition, they are willing to reimburse for the airline tickets deviation charges and for the hotel in Vancouver( which is a wonderful city to spend an extra day in) You are also getting a coupon for 25 % off your next cruise. Would you really want an extra 100-200 dollars of shipboard credit( remember this is like cash, go to the casino and get a cash advance....wonders of wonders there is $$$ in your hand.) and skip the 25 % coupon.

Now I know no one was happy missing the port, and Celebrity most certainly did not want this to happen. But, when we book a cruise with Celebrity on one of the M-class ships we should all know by now that the pods can break down at anytime.

[hihandycap]

It seems Celebrity apologists and "full service" travel agents who had no skin in the game are trying to convince the victims that they should be more appreciative of the extra-ordinarily generous compensation Celebrity has so graciously, yet gratuitously, bestowed upon them for such a trivial inconvenience.

 

All ya all that are saying a contract which gives the option to the party that drafted it to non-perform for any reason whatsoever is enforceable are just funnin’ the rest of us---aren’t ya????

 

If this was an unexpected emergency[1] and Celebrity needed 8 days to effect the repairs and reposition the vessel, ever wonder why they didn’t lop off the Hubbard Glacier day on the cruise that was scheduled to depart June 10 and give those customers 15 days’ notice rather than us one day’s notice? Can you spell “expendable captive mark?”

 

Also, isn’t cruise industry math ingenious? A trip that begins at 9 p.m. on day 1 and ends at 7 a.m. on day 7 is a 7-day cruise, and the passengers that disembark the same day you embark (and vice versa) get to count the same day you do. Go figure! (but it seems to work out well when using the Recommended Tipping Guidelines and to lower damage expectations in the event of truncated itineraries.)

 

After reading the Sirius America Insurance Company’s Group Travel Insurance Certificate form, I’m not very optimistic about collecting on a claim, but I’ll call them tomorrow. If anyone has successfully collected under similar circumstances against this or an equivalent form, the details of the predicate for coverage would be greatly appreciated.

 

I can’t remember if this was clarified in prior posts, but Richard Fain is apparently the Chairman of the Board and Chief Executive Officer of RCL and Daniel J. Hanrahan is the President of Celebrity Cruises. IMHO, a reasonable remedy would be to credit back the 25% against the payment already collected for the abbreviated cruise. We would have been placated if the 25% discount was transferable, valid for two years, and could be applied to any RCL/Celebrity offered rate, including the [uN]Happy Hour Internet Specials, rather than just the brochure rates.

 

MULLETS UNITE! If Celebrity is unyielding, share your experience with anybody and everybody; the Internet is an excellent consumer protection mechanism

 

 

 

[1] After all, as those of us who get to take a vacation only every year or so are now beginning to learn, this is only the third time in nine months that this has recurred. As for: “we should all know by now that the pods can break down at anytime” our bad; we must have neglected to read the full disclosures Celebrity makes on its websites, brochures, and advertisements when marketing theses cruises.

[duke052]

Give me $500 and 25% of a future cruise and I would be the first one off the ship.

[Scott Cyn]

Ahem, if I could don my bulletproof vest and step into the middle of this fray, I have an unrelated question. A few posts back, hihandycap mentioned the Happy Hour Internet Specials. I've seen that term used on other threads and I'm just wondering what the deal is there. I'm a Captain's Club member, I get the snazzy little magazine, etc., but I don't remember seeing anything about Happy Hour specials. Could somebody enlighten me?

 

Scott

[tbelian]

But I play one on TV?

 

Well, not really. However, for all of us 'armchair' barristers, the debate could go on and on. Fine for entertainment purposes, but this is really doing nothing to acqire additional compensation for the OP.

 

As Walt suggested, write a letter. If that fails, and you are still committed to your cause, talk to a lawyer. Let us know how it all turns out (that part is usually missing from these boards).

[rcicruiser]

300.00 shipboard credit was enough to cover one day lost. That is more than you paid per day.

[dmellis]

300.00 shipboard credit was enough to cover one day lost. That is more than you paid per day.

 

 

 

 

I can't find anywhere where the op said they paid $1200 for their cc room. Maybe we need to re-read the op. The op said that $300 did not cover 1/7 of the cost of the trip. Must have been lost in translation.

[canderson]

Ahem, if I could don my bulletproof vest and step into the middle of this fray, I have an unrelated question. A few posts back, hihandycap mentioned the Happy Hour Internet Specials. I've seen that term used on other threads and I'm just wondering what the deal is there. I'm a Captain's Club member, I get the snazzy little magazine, etc., but I don't remember seeing anything about Happy Hour specials. Could somebody enlighten me?

 

Scott

As it becomes clear they're not selling out ...

http://www.creative.rccl.com/sales/happy_hour/

 

Check this site as well...

 

http://creative.rccl.com/sales/promowave/CEL.pdf

[Bsan1221]

Give me $500 and 25% of a future cruise and I would be the first one off the ship.

 

I'll be right behind you... :D

 

I think some people will never be satisfied. :)

[Ma Bell]

I can't find anywhere where the op said they paid $1200 for their cc room. Maybe we need to re-read the op. The op said that $300 did not cover 1/7 of the cost of the trip. Must have been lost in translation.

 

That's what they should have paid or close to it. It couldn't be much more or less than that. The point I was trying to make is were talking about a few bucks one way or the other except for suite passengers. Then there is still the other reimbursement for travel plans and the 25% off another cruise.

[mrfred]

300.00 shipboard credit was enough to cover one day lost. That is more than you paid per day.

 

It's not more than I pay per day on the same cruise coming up in two weeks. You'd need to multiply that by almost 4.

[Bsan1221]

As I'm sure you all know, they cut short our cruise and docked in Vancouver a day early, canceling Ketchikan. We were on the land portion when the change was announced. Unfortunately, people in our group learned about the change via the news instead of getting the information from Celebrity. In fact, our tour guide learned about it on the news and had no official information when we first asked him what was going on.

 

Does anybody have any thoughts or suggestions? The only thing I know for sure is that we are not going to let this go. Celebrity owes us a refund for the lost portion of the cruise, and a 25% off coupon (particularly with all of its limitations) does not constitute a refund.

 

Nicole

 

Nicole,

 

Its unfortunate you had to miss such a great port as Ketchikan. I would be pretty upset if something like this happened, but you just have to let it go, things like this happen.. Nothing is perfect. ;)

 

Personally, I think you are being completely unreasonable for missing 1 day of your cruise. Celebrity has given you a great amount of compensation, I dont know what more you could ask for. Most cruise lines wont even give you what Celebrity has compensated you with. :)

 

Of course that is my take of things. :)

[tbelian]

It's not more than I pay per day on the same cruise coming up in two weeks. You'd need to multiply that by almost 4.

 

Hmm, I just priced it, based on 'book' (read website) pricing. For the June 10, 7 night southbound on Summit, room 7200, CC class, the price is 2,120/pp. That is certainly not 4x the price.

 

If you add it all up, the 'per day' amount would be $605.71. So, you didn't eat food that day on the ship? You didnt shower? Your room wasn't cleaned. If you got the 'full' amount of $605.71 (302.85 per person), you would be asking for an amount that presumes you are not even on the ship.

 

So, let's say for a moment that its not 'exactly' $605.71. What is it exactly, well it's $300.00 shipboard, + $200.00 additional = $500.00, PLUS 25% off a future cruise. In terms of 'cash value' you are getting $500.00. You are complaining about roughly $52.85 ?? Time to move on.

[mrfred]

Who said I was CC? I'm not, I'm in a suite and it is times 4 passengers. My cost for this via the website would be over $1100 per day.

 

Time to move on indeed, $300 does not fit all, enough said.

[Bsan1221]

Time to move on.

 

 

I agree...! :)

[lawyergirl22]

There appears to be a serious misunderstanding about the compensation offered to us!!!!!

 

Repeatedly mentioned in the posts is that we received $500 and how several of you would be thrilled to receive that amount---

 

However, we were not given $500. Our shipboard account was credited $300 for onboard purchases, which I will again repeat was about $162 dollars short of covering 1/7th of the cruise.

 

As for the additional $200 that everyone has so highly touted--WE WERE NOT given $200 and told to have a great time in Vancouver for an extra day. Rather, we were offered up to $100 per person to go towards a cost to change our flight plans if we wished to go home a full DAY EARLY from our vacation.

 

OR, we were offered up to $100 per person for a HOTEL ROOM in Vancouver. This did not cover meals, transportation, or the cost of having to reschedule excursions in Vancouver (if something comparable was available). WE HAD TO PAY for the hotel and now must send in a request for REIMBURSEMENT from Celebrity.

 

Finally, as the original poster indicated, there are numerous limitations to the use of the 25% credit. First of all, it may only be used on sailing of seven nights OR LESS. Second, it must be used within it the next year. Finally, CELEBRITY has determined the sailings that the credit may be used upon--the choices are extremely limited. This is not a case where I get to choose the cruise I want to take and get 25% off, they have chosen the acceptable cruises where I can use the discount.

 

I will repeat, we had a wonderful time, and would go again in a heartbeat--even with the sailing cut one day short. But if you're going to sit back and tell me that you would be just thrilled with the compensation offered, please state that you would be thrilled with:

1. A monetary amount that does not cover time lost on the ship or in a great port

2. A payment of up to $100 per person so you can pay an airline to cut your vacation short, OR

The chance to spend money on meals, transportation, and entertainment, that you were led to believe were included in the cost of a cruise. AND

3. The chance to go on a cruise within the next year on a date and to a location and for a length of time that Celebrity has determined appropriate.

[tbelian]

Peeling the onion.

 

You can slice it a lot of different ways. $500 total 'potential' compensation, or $300 + a big question mark? The fact remains you are being compensated, which NO CRUISE LINE is under contract to do (somebody else mentioned contract, so I thought I'd throw that in). I'm sure some people could be handed the keys to the castle, and still be satisfied.

 

As for not being in a suite, the numbers I gave were based on CC, yes, but the original poster was in CC, so, the numbers DO apply to them. They are lodging the original 'complaint'. If someone has not yet gone on their cruise, what's the problem? They don't currently have to face this issue.

 

The issue of what is fair is relative, certainly, but, what if they gave you nothing? Looking a gift horse in the mouth, as they say, is not a good idea.

 

This is a darned if they do, darned if they don't position for the cruise line.

 

What do you want? Rubber biscuit?

[CruiseForever]

All of you who cite the contract fail to look at one particular aspect, while it does allow things to be cancelled, no court of law would absolve Celebrity of having to return monies to the customer for failure to deliver. What if they returned to port after one day, and X tried to keep the entire cruise fare. Signed or not, a court of law and the credit card companies would certainly look at X and require a settlement.

 

On my last cruise, our daily fare in the PH was $1636 per day, I'd be dammed PO with only a $300 credit. Everything is not always as it seems or is written in the contract. On our last cruise, my wife had an accident and Celebrity was at fault. If you read their contract, they claim that all medical treatment must be paid for by the pax. We didn't pay a dime for the final 7 days of the cruise. We have filed a claim and X is way past the Guest Relations point. The claim is now in Risk managemnet, which basically means what must we do to settle this.

 

For those of you who still feel that you have not been compensated correctly, keep screaming......the noise will go away once X oils the squeaky wheel.