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Cancelled Cruises Refund Tracker/Discussion (merged topics)


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As bad as it's been in getting money back from cancelled vacations, it's been worse for those who have tickets to baseball games.  Officially, MLB hasn't cancelled anything, it's merely "delayed"  So no one has gotten a dime back.  Granted, not as much money involved, but it's just another form of greedy ownership.

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7 minutes ago, K.T.B. said:

As bad as it's been in getting money back from cancelled vacations, it's been worse for those who have tickets to baseball games.  Officially, MLB hasn't cancelled anything, it's merely "delayed"  So no one has gotten a dime back.  Granted, not as much money involved, but it's just another form of greedy ownership.

For some with  multiple seats in some ball parks it can add up quickly.  

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It’s not just cruise lines, looking at making a hotel booking for next year (Large hotel group) and I noticed their refund timescale for cancellations at the moment is 90 days.

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Posted (edited)
10 hours ago, jerryd1 said:

 

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"

The mistake you made was in assuming she meant "Earth days" which was not explicitly stated, but probably something buried in the fine print of your contract saying they get to chose what planet's day definition to use to suit the situation.  By using days on Mercury they are still far ahead of schedule. 

 

Seriously, the foot dragging on the part of Celebrity is inexcusable.  I had requested that all of our future cruise deposits on hand with all of the cruise lines be refunded a couple of weeks ago and yesterday I received credits back to our Visa for those held by HAL but nothing from Princess or Celebrity yet.  Once again, HAL has shown itself to know how to do business.

Edited by NHDOC
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11 hours ago, critterchick said:

 

parts of post quoted deketed.......

 

Yes, you are now at the back of the line with us. Our refund was rejected FOR INSUFFICIENT FUNDS on May 4 (May 11 cruise cancelled on March 24; refund requested that day). And nobody at Celebrity noticed that it had come back - I was checking the service history and saw it. So I got to spend over an hour on hold to get Resolutions involved in resubmitting the request, which was an incorrect amount, unless they are going to ask for another $608.00 tomorrow. The rep said that it would normally take 7-10 business days to resolve but was instructed to say allow 30-45. I was incoherent with annoyance yesterday. And, after two hours on hold for another reservation this morning, I'm not much better today.

 

Oh, and the rep let it slip that there are a whopping four people processing refund requests. They apparently sent in reinforcement sin the last week or so. The incompetence is mind-boggling.

Could you clarify or explain the  statement that refund was rejected for "insufficient funds" ?    Not sure what that means?????    Did X not have sufficient funds to pay you back,  or did you somehow reject it b/c the amount was incorrect?

 

Four people processing requests, that would be crazy!

We are almost to the end of chasing our Celebrity refunds....

And if we can take our Jan 2021 cruise from Tampa,  and use up Our FCC and some  accrued cruise points as OBC that will be a happy ending!  Only loss would be ins premiums for one cancelled cruise that we  under Cruise with Confidence.

 

  We are hoping to move  our cruise  business to Viking  nice Carib itins .. and /or  Am River cruises...

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14 hours ago, doodlefan said:

We received a full refund including non-refundable air that was also book by Air celebrity also flying with Air Canada. I also called TD Canada Trust And once the credit was sitting on a credit card for 5 days they happily transferred it into my account. No cash advance needed.

What date was your cruise and where were you flying from? Still trying to get my Westjet refund Barcelona to Toronto May 9th. Cruise was Infinity crossing April 25th

Ontario Cruiser

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1 hour ago, Ontario Cruiser said:

What date was your cruise and where were you flying from? Still trying to get my Westjet refund Barcelona to Toronto May 9th. Cruise was Infinity crossing April 25th

Ontario Cruiser

It has something to do with US regulations that they had to refund my Moncton to FLL flight with Celeb Air...at first they told me it would have to be a credit because I had non refundable flight but I told them that Air Canada cancelled the flight before Celeb cancelled it so it should be refunded.  They checked and it is in the US Regulation that Iwas entitled to refund.

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Our 5/29 Alaska cruise was cancelled at the end of March. I submitted the refund request form on 3/28. Nothing back yet. My husband called 2 weeks ago and they told us our refund would show up on our CC on  May 12. Yesterday (May 12) I got an email from X saying that all my shore excursions were cancelled and to expect a refund in 1-2 billing cycles. I had only booked my shore excursions with my OBC, so that long email was pretty meaningless, but now I am concerned that rather than getting my refund in 30 days from the day I cancelled, that email seemed to suggest that all refunds would come in 1-2 billing cycles, which would push it back to July. May 12 is exactly 30 business days from the day I submitted the refund request. I am very concerned that Celebrity is now saying to me that May 12 is my beginning date and I have to wait an additional 30-60 days for my refund. I'm pretty disgusted at this point. 

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We applied for a refund as soon as our cruise on 3 May was cancelled - late March.

 

Received a "cancellation invoice" on 24th April, and today everything except the £300 deposit (which was paid on a different card) has been repaid to our American Express account. However no communication from Celebrity - I only found out because I logged into the card account!

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On 5/12/2020 at 11:45 AM, K.T.B. said:

 

That's my assumption.  They want the passengers to cancel so they can get out of actually issuing refunds.  I won't do that since I have "non-refundable" airfare booked through Celebrity.  If I cancel, I lose that money; if Celebrity cancels, they must refund.  It benefits me to wait.  If it's not cancelled, I go.  Though I just found out the Cayman Islands is closed to tourists until Sept. 1, but I'm ok with that.

Celebrity - four departments -  says they don't have to refund non-refundable airfare from Celebrity Air even though they cancelled cruise.

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Posted (edited)
19 minutes ago, fwdpost said:

Celebrity - four departments -  says they don't have to refund non-refundable airfare from Celebrity Air even though they cancelled cruise.

Looks like they depends on when the cruise was scheduled to leave:

 

41. If my cruise was canceled due to the voluntary suspension of sailings, and our flights were booked with Flights by
Celebrity, will they be refunded?
Sailings canceled between March 15 – April 10, 2020
• Guests with refundable air travel booked through Flights by Celebrity will be refunded automatically and the
$200 penalty will be waived.
Guests with nonrefundable flights booked through Flights by Celebrity will receive a refund.
• Guests who made independent air arrangements need to contact their air carriers directly for available options.
Sailings canceled between April 11 – May 11, 2020
• All guests with refundable air travel booked through Flights by Celebrity will be refunded automatically and the
$200 penalty will be waived.
Guests from North America with nonrefundable flights booked through Flights by Celebrity will need to contact the
air carrier to check for available options. Guests outside North America with nonrefundable flights booked through
Flights by Celebrity will need to have the terms of the ticket reviewed by the booking office.

• Guests who made independent air arrangements need to contact their air carriers directly for available options.

Edited by NHDOC
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Silhouette 1 May cruise cancelled by Celebrity 24 Mar

Refund requested 25 Mar

Cancellation invoice received 25 Apr

Refund hit my credit card today 13 May in 4 separate amounts dated 11 May. Seems to comprise entirety of cruise cost and excursions/specialist restaurants.

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Hi Everyone,

 

Thought I would give an update on our refund that we (husband and I) have been patiently waiting on.  Our cruise was cancelled and we received an email on March 26 that we would receive our full refund (our cruise was on April 19).  I called Costco after waiting 30 days about our refund  and they told me 45-60 days.  Today I checked my credit card and I see we have some refunds in pending status (its been about 48 days).  The amounts are broken into 3 refunds...2 of them in odd amounts ($579.91 and  the other  $192.56)...not sure why they did it that way vs a round number.  Anyway, they still owe us approx $3700.  But I was happy to see we will finally receive some money back. Hopefully we'll get the rest back soon...although we would've preferred the cruise since we had a really good price/promos. 

 

 

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Still waiting...

 

I cancelled our cruise on March 23rd and was told the refund would take 7-10 days. Nothing.
 

I called back April 6th and was told it actually takes 14 days. Nothing.

 

I called back April 21st and was told it actually takes 30 calendar days and I should see the refund within the week. Nothing.

 

I called back May 6th and was told that my booking was sent for an automatic refund on 3/24 BUT the system was overloaded and it just kinda of “sat there”. Apparently when I called on 4/21 the agent realized it was sitting there (Didn’t tell me anything) and “manually pushed it through to the accounting department”.
 

My new estimated refund date is May 22nd. If I don’t have my refund by then I will contact my bank and see if they can make any progress. It’s not a whole lot of money but it’s my money and I’d like to be done with all the follow up calls and account monitoring. 
 

For reference, I was supposed to be on the April 25th Summit cruise out of San Juan.

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22 minutes ago, tiggy85 said:

Still waiting...

 

I cancelled our cruise on March 23rd and was told the refund would take 7-10 days. Nothing.
 

I called back April 6th and was told it actually takes 14 days. Nothing.

 

I called back April 21st and was told it actually takes 30 calendar days and I should see the refund within the week. Nothing.

 

I called back May 6th and was told that my booking was sent for an automatic refund on 3/24 BUT the system was overloaded and it just kinda of “sat there”. Apparently when I called on 4/21 the agent realized it was sitting there (Didn’t tell me anything) and “manually pushed it through to the accounting department”.
 

My new estimated refund date is May 22nd. If I don’t have my refund by then I will contact my bank and see if they can make any progress. It’s not a whole lot of money but it’s my money and I’d like to be done with all the follow up calls and account monitoring. 
 

For reference, I was supposed to be on the April 25th Summit cruise out of San Juan.

Hi,

Your story sounds similar to most of us. Many are still waiting for refunds

for March cruises (when Celebrity started cancelling). I was waiting for

a refund for a April 5 cruise (filed on March 14). A few days ago they sent

me a FCC certificate NOT a refund. So, after 2 months I have t start

the wait again!! In your phone calls did you specify a REFUND? 

I think they use REFUND and FCC interchangeably!! 

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12 minutes ago, BP99 said:

Hi,

Your story sounds similar to most of us. Many are still waiting for refunds

for March cruises (when Celebrity started cancelling). I was waiting for

a refund for a April 5 cruise (filed on March 14). A few days ago they sent

me a FCC certificate NOT a refund. So, after 2 months I have t start

the wait again!! In your phone calls did you specify a REFUND? 

I think they use REFUND and FCC interchangeably!! 

Oh no!! I can’t imagine starting all over! 😞
My cruise was basically free so all

Im waiting on is the port fees/taxes and the extras (Tuscany Grill). 

I truly feel for those out thousands $$$$
but regardless of the amount people deserve to get their hard earned money back and in a timely manner.

 

Don’t even get me started on the concert and game refunds I’m still waiting on lol. I suppose the bright side is I was blessed to be able to afford such luxuries in the first place.  
 

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Our refund for our first cruise back in March took about 45 days, and we just got our 2nd refund for our May 11 cruise and it also took about 45 days.  Both seem to be sent out from Celebrity on a Sunday and posted on credit card on Wednesdays.  Thank you Celebrity. :classic_biggrin:

 

 

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Posted (edited)

Our Alaska cruise in August isn't cancelled yet, but most certainly will be. I cancelled all our X-sponsered excursions and drink package a couple of months ago and after about a month, got our refund! We have a $500 NRD with final payment due in a few days. I was holding out for X to cancel, but now looks like that won't happen. If I call to cancel, I think I lose $100 and get $400 FCC. Is that correct? What happens if I do nothing or can't get thru to TA? Does it automatically cancel, and I lose all $500, or get FCC anyways? I don't really want to spend hours on hold but FCC would be nice. I realize I may never see a cash refund and I'm not worried about that. It's small compared to many. Would we  qualify to book the same cruise for next year deal if we booked nearly a year ago, long before Covid-19?

 

Edited by Firepath
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18 minutes ago, Firepath said:

Our Alaska cruise in August isn't cancelled yet, but most certainly will be. I cancelled all our X-sponsered excursions and drink package a couple of months ago and after about a month, got our refund! We have a $500 NRD with final payment due in a few days. I was holding out for X to cancel, but now looks like that won't happen. If I call to cancel, I think I lose $100 and get $400 FCC. Is that correct?

 

Yes, if you cancel now, you'd lose $100.00 and get the rest in future cruise credit. 

 

18 minutes ago, Firepath said:

 

 

 

What happens if I do nothing or can't get thru to TA? Does it automatically cancel, and I lose all $500, or get FCC anyways?

 

You will likely be able to get through to your TA, or would either get a call or email from them.  Also, TA"s often use a final payment date that is a week or two before the actual cruise line final payment date (usually 90 days pre-cruise), so the date your TA gave you may not be the actual final date.  In any case, you'd never be better off letting an automatic process occur.  You shoudl endeavor to decide on a course of action and initiate it. 

18 minutes ago, Firepath said:

 

I don't really want to spend hours on hold but FCC would be nice. I realize I may never see a cash refund and I'm not worried about that. It's small compared to many. Would we  qualify to book the same cruise for next year deal if we booked nearly a year ago, long before Covid-19?

 

I think the "Lift and Shift" option would be your best course if you can find the similar cruise next year.  You'd be price (and perk) protected, and you'd lose nothing, not even the $100.00.  If you can find the identical cruise next year, have dates in mind, and even equivalent rooms, then call your agent.  If you can't find an exact match, look for the closest you can find that would be good for you.  Granted you may have to spend some time on hold, but it would be well spent if you could resolve it in that manner. 

 

Harris

Denver, CO

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Cruise Original Date = 5/2/2020

Celebrity Cancelled Cruise = 3/24/2020

Requested Refund through TA = 3/24/2020

Celebrity Sent Cruise Cancellation Paperwork = 3/25/2020

50 Calendar Days Later

Refund Received in 3 Different Payments but short $249

Will wait a week to see if the additional missing shows and then call Celebrity if not refunded.

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11 minutes ago, sandc4e said:

Cruise Original Date = 5/2/2020

Celebrity Cancelled Cruise = 3/24/2020

Requested Refund through TA = 3/24/2020

Celebrity Sent Cruise Cancellation Paperwork = 3/25/2020

50 Calendar Days Later

Refund Received in 3 Different Payments but short $249

Will wait a week to see if the additional missing shows and then call Celebrity if not refunded.

I'm usually the first one to encourage patience, and not calling about refunds.  However, in cases (including my own) where there's been a relatively small remaining amount that wasn't included in the refund, it seems to usually be an accounting error.  You should probably call right away and inquire about the remaining amount, since if it is an error, they'll have to manually start the process of getting it to you, and that won't happen until they realize it's happened.  The fastest route to that realization is for you to bring it to their attention. 

 

Harris

Denver, CO

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3 minutes ago, omeinv said:

I'm usually the first one to encourage patience, and not calling about refunds.  However, in cases (including my own) where there's been a relatively small remaining amount that wasn't included in the refund, it seems to usually be an accounting error.  You should probably call right away and inquire about the remaining amount, since if it is an error, they'll have to manually start the process of getting it to you, and that won't happen until they realize it's happened.  The fastest route to that realization is for you to bring it to their attention. 

 

Harris

Denver, CO

Thank you for the guidance Harris.  I appreciate you sharing these thoughts with me.

 

Sheila

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I filed a dispute last week with my credit card for the first of many refunds I was owed. Perhaps coincidentally, all my refunds were then processed over the weekend, and I received full refunds for two of our three May cruises. The third cruise was 90% refunded and I have asked them to follow this up.

Total time from cancellation to refund was 50 days for two of the cruises,  and 28 days for the other.

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I had a cancellation of a Mediterranean Cruise for May 9.  I opted for the FCC but have heard nothing regarding my FCC and/or refund of the taxes and port fees.  What has been peoples experience in terms of the time it is taking to get the  FCC and taxes and port charge refunds.  

 

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