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rucruisn2

Another lie from Celebrity, re: Silhouette

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We are on Sunday's sailing of Silhouette. Just called Celebrity to verify rumor about Puerto Rico being cancelled as a port stop. Yes, we are not stopping in San Juan, but they said it was "due to a problem in the port of San Juan"! Well, we all know it's due to the engine problems. We will get $100 OBC, Suites will get $200.

Why can't they just be honest?

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It IS a problem with the Port in San Juan.

 

The problem is the port is too far for the ship to reach at the speed it is currently able to travel:).

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If they blame it on weather, they don't offer compensation. I'm pleased that they did not go that route. I'll take the OBC.

 

But I know that it's a disappointment for those who wanted to visit San Juan. It's a beautiful harbor.

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What's wrong with the Silhouette? Does anyone know when the repair is to take place?

 

Sorry! Just found my answer. Looks like she'll be all bandaged up in January.

Edited by Scott2.0

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it is a problem with the port in san juan.

 

The problem is the port is too far for the ship to reach at the speed it is currently able to travel:).

 

l o l !!!

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When there are only 3 stops on a cruise and they take one away it really seems like you should get more compensation than $100 per cabin! Especially since this is a ship problem...not a weather issue!

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As Celebrity cannot offer the product they advertised then customers should be offered the opportunity to cancel with a full refund. $100 OBC doesn't seem a lot of compensation for missing 33% of the ports.

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You don't actually arrive in San Juan until 3 or 3:30 pm, then you depart at 10 pm. Of the stops, I would pick San Juan to skip. While I've enjoyed checking out the old Spanish Forts, I'm a bit of a nerd.

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Read your contract. Celebrity, and indeed all cruise lines, can change itineraries with no notice, and are not required to give any compensation.

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As Celebrity cannot offer the product they advertised then customers should be offered the opportunity to cancel with a full refund. $100 OBC doesn't seem a lot of compensation for missing 33% of the ports.

 

Of course the small print in that cruise document says they can do anything they want including change all the ports, shorten the cruise, serve peanut butter and jelly sandwiches for all meals.

 

So while you are intellectually being reasonable, no way celebrity will give up revenue. If there is a legal case to be made, it would have to be based someohow on false advertising...but then there's that pesky small print. Oh, you didn't see that until after final payment...hmmm! Actually, there's a legal hole right there....interesting.....unless those small print words are in something you receive when you book a cruise (I don't think they are).

 

Can a company impose fine print terms and conditions after the point where you can't get a full refund. Very interesting question....

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Shouldn't we receive a refund of some of our port charges in addition to the OBC?

 

Since we are not going to San Juan, where do the port charges go? Or is that already paid by Celebrity in advance?

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Ports missed by my family:

RCCL 0 over 3 cruises

Princess 0 over 1 cruise

Cunard 1 over 1 cruise *

Celebrirty 3 plus 1 two days late over 5 cruises - all blamed on the weather.

 

 

Celebrity are in a class of their own in term of missed ports with my family. A bad workman blames his tools (weather in this case). If Celebrity continue with this attitude towards their customers then they will ultimately lose market share.

 

* The Cunard port wasn't actually missed. The captain reached port in time but due to a serious storm that would be appearing before our due time to leave he took the decision to move on rather than be stuck in the port. The next port was the Holy Land - the principal reason for the cruise for most people - hence an excellent decision by the captain.

Edited by candhu18

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Shouldn't we receive a refund of some of our port charges in addition to the OBC?

 

Since we are not going to San Juan, where do the port charges go? Or is that already paid by Celebrity in advance?

 

Port fees are refunded to passengers; they aren't in the form of OBC.

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Ports missed by my family:

RCCL 0 over 3 cruises

Princess 0 over 1 cruise

Cunard 1 over 1 cruise *

Celebrirty 3 plus 1 two days late over 5 cruises - all blamed on the weather.

 

.

 

Carnival 1 port missed in 10 cruises

Royal 1 missed in 8

Celebrity 0 missed in 7 cruises.

 

Guess we have been lucky.

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Ports missed by my family:

RCCL 0 over 3 cruises

Princess 0 over 1 cruise

Cunard 1 over 1 cruise *

Celebrirty 3 plus 1 two days late over 5 cruises - all blamed on the weather.

 

 

Celebrity are in a class of their own in term of missed ports with my family. A bad workman blames his tools (weather in this case). If Celebrity continue with this attitude towards their customers then they will ultimately lose market share.

 

Have done 3 cruises on Celebrity....2 with stops in San Juan, and never missed a port. Princess.... 3 missed ports over 20 cruises all weather related.

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Ports missed by my family:

RCCL 0 over 3 cruises

Princess 0 over 1 cruise

Cunard 1 over 1 cruise *

Celebrirty 3 plus 1 two days late over 5 cruises - all blamed on the weather.

 

 

Ports missed on my cruises

 

RCCL 4 ports over 13 cruises

 

Princess 5 ports over 10 cruises

 

Celebrity 0 over 14 cruises, left Bermuda one day early because of hurricane

 

Holland America 0 over 5, left New York one day late because of hurricane

 

Azamara, 0 over 1

 

Carnival, 0 over 2

 

NCL , 0 over 2

 

Cunard, 0 over 1, it was a TA with all sea says

Edited by Charles4515

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On the 12/7 cruise also. Would loved to have visited San Juan again, during Christmas time but, it is what it is. However, I also don't appreciate Celebrity trying to pass this missed port off as a harbor problem when indeed it is a Celebrity Silhouette problem that has been know about, by Celebrity, for some time now. :(

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I'm on the Sunday sailing as well. I've only been notified by my TA via e-mail and per them, "We have been informed by Celebrity that the port call to San Juan, Puerto Rico on December 9 has been replaced with a day at sea due to limitations with the top speed of the vessel." At least they are being honest.

 

There was however no mention of an additional OBC as compensation. Is there anything I need to do to ensure I receive the additional OBC?

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On the Dec 21st sailing. Will be very disappointed if Celebrity is not honest about this situation.

 

I bet you'll get the problem with the port story, they also told me that they had sent me an email about the missed port yesterday, that didn't happen either.

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I'm not objecting to the missed port so much as being told lies. There's a difference. If it's because of a problem with one of the engines, and it is, then own up to it.

Edited by rucruisn2

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I guess we have been lucky too.

 

Celebrity 20 missed 1 port, charges refunded.

Princess 3 missed 1 port, got nothing, nada.

Both were due to weather.

 

Silhouette is a beautiful ship with a great crew and wonderful food. I would be happy with another long cruise on her going nowhere.:D

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The phone rep was passing on what he or she had been told.

 

My experience is that the people at the call centers are not told much. If they are even at a call center. They may be working from home.

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My experience is that the people at the call centers are not told much. If they are even at a call center. They may be working from home.

 

Celebrity home office told the phone reps what to say, I didn't blame the phone rep, I blame Celebrity for lying.

 

And yes, Silhouette is a beautiful ship!!!

Edited by rucruisn2

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