Jump to content

Cancelled Cruises Refund Tracker/Discussion (merged topics)


Recommended Posts

Posted (edited)
2 hours ago, BoomerMan47 said:

Thanks for that phone number. However, we booked through a TA and it is my understanding that none of the cruise companies will talk to us customers if we booked that way. The stock answer is: Talk to your TA. Have a nice day. Click.

True?

I agree but with bookings made with the TA that are not canceled but not my experience with Celebrity canceled cruises regarding refunds. I had a similar experience with a useless TA and the CC rep. (1-800-760-0654) got the info I was requesting concerning my requested refunds. I would explain to the CC rep. in detail including how your TA is unwilling to still act as your agent to get answers to your questions concerning the refunds due from Celebrity. 

Edited by davekathy
Link to post
Share on other sites

@moveebuff I am still waiting for refunds for bev pkg, WiFi and shore excursions for 3/15/20 Eclipse which Celebrity cancelled on 3/14/20 while we ready to board in Santiago, Chile. We just received FCC emails from Celebrity today (!) and DH and I received different amounts - mine was about 65% of what it should have been and his was about 40% of what it should have been. So we are at 101 days, too, and about the end of my patience with Celebrity. 

Link to post
Share on other sites
15 hours ago, hcat said:

 

Wouldn't the insurance cover cancellation due to health reason if a family member?

We cancelled  a cruise after final payment when our dtr  needed bc surgery on short notice.  She was an adult but had no one to help care for her or take her to and from hospital. (Insurer first said it was pre existing, yeah as is all cancer til  newly discovered!)

I doubt it--she is only 9 months old and her parents will be providing all of her care once home from the hospital. None of them were booked on the cruise. We are just emotional support and helping out with other kids as needed. I didn't think I would be "in the mood" to cruise worrying about her at home. I'm happy with the 100% FCC (would be a stretch to use 125%)--we are spreading it over 2 cruises as it is. Fingers crossed they will apply our Vacation Protection Plan to those cruises.

Link to post
Share on other sites
16 hours ago, BoomerMan47 said:

Thanks for that phone number. However, we booked through a TA and it is my understanding that none of the cruise companies will talk to us customers if we booked that way. The stock answer is: Talk to your TA. Have a nice day. Click.

True?

Well, when I called the 844 418 6824 number, the first phone tree gave an option for travel agents. I have no idea if they give them any special consideration, but I assume that policy is to protect the travel agent's stake in the deal. Just another degree of complication. I hope your TA goes to bat for you.

Link to post
Share on other sites
On 6/19/2020 at 12:33 PM, Happy Cruiser 6143 said:

 

... Hope all is well in beautiful PEI and that you are doing fine.  I still get shipments of chutney from that wonderful shop you took me to.  As well as their wonderful newsletter.

 

We have been very fortunate here on PEI with COVID only 27 cases all recovered no hospitalizations with no new cases for weeks. Just announced yesterday that we are opening an Atlantic Canada Provinces bubble on July 3.

 

Our 2020 tourist season is all but lost and The Prince Edward Island Preserves Company will appreciate your continued support. Very sad not to see any cruise ships in our Charlottetown Harbour this year.

 

Regards,

Kevin Reid

Link to post
Share on other sites
1 hour ago, Water babies said:

Well, when I called the 844 418 6824 number, the first phone tree gave an option for travel agents. I have no idea if they give them any special consideration, but I assume that policy is to protect the travel agent's stake in the deal. Just another degree of complication. I hope your TA goes to bat for you.

Thanks. I want to share a post by member Ourusualbeach in a different thread.  It is in reference to contacting our TA.  The spreadsheet information is very helpful.

 

Refer them to the CWC policy on Celebrity Commitment. Unfortunately thee big box TA's are dealing with dozens of cruise lines and other vacation options and don't know the policies as well as travel agents who specialize in one or two cruise lines.

 

Here is the link to the quick FAQ sheet.  L&S is an option

 

http://creative.rccl.com/Sales/Celebrity/General_Info/ITK/CEL_GSS_CWC_OverviewGrid_June_22.pdf

Link to post
Share on other sites

Just got my FCC for my cancelled 7/19/20 Summit cruise. Weirdly that took less time than the taxes/fees/grats refund (and some shore excursions from other cruises - one of them was refunded but none of the others I'd cancelled). So we'll see how long that takes.

Link to post
Share on other sites
1 hour ago, WrittenOnYourHeart said:

Just got my FCC for my cancelled 7/19/20 Summit cruise. Weirdly that took less time than the taxes/fees/grats refund (and some shore excursions from other cruises - one of them was refunded but none of the others I'd cancelled). So we'll see how long that takes.

 

Amazing.  I'm still waiting for my FCC from May 9.

Link to post
Share on other sites
24 minutes ago, Happy Cruiser 6143 said:

 

Amazing.  I'm still waiting for my FCC from May 9.

 

😞 I'm so sorry!! I was honestly not expecting it this soon. The cancellation email indicated after the end of June for that - but 30 days for the taxes/fees (which is right about now...if you take away weekends).

 

I hope yours comes soon!!

Link to post
Share on other sites

Got a 7th refund today (93rd day) for the 17 April Silhouette TA.  Only $92.19 remaining.  I wonder if that amount will come in more dribs and drabs, if ever.  I am, nevertheless, mildly pleased they're getting closer.  😉

Link to post
Share on other sites
7 hours ago, Water babies said:

I doubt it--she is only 9 months old and her parents will be providing all of her care once home from the hospital. None of them were booked on the cruise. We are just emotional support and helping out with other kids as needed. I didn't think I would be "in the mood" to cruise worrying about her at home. I'm happy with the 100% FCC (would be a stretch to use 125%)--we are spreading it over 2 cruises as it is. Fingers crossed they will apply our Vacation Protection Plan to those cruises.

 

Agree ins would not apply.

And would want to be close by.

I wish you and your family a  successful outcome! 

Link to post
Share on other sites

Still waiting for FCC (125%) on April 24 Reflection Transatlantic.  We used some of our "points" ($400 worth) from our Celebrity  credit card.  Does anyone know if the points will automatically be posted back to the credit card?   We have also heard nothing about the excursions booked with OBC.  I'm assuming we'll loose them. During a conversation 4 weeks ago with Celeb we were "in process" whatever that means.

Link to post
Share on other sites

Well, the mystery of part of excursions I'd cancelled but not gotten the refund yet is solved.

 

I cancelled them about 48 hours prior to X cancelling my Summit cruise. I didn't think I had any of them left on there, but wasn't sure how prepaid gratuities would work in terms of the 125% OBC for pre-cruise purchases - my TA said it would be refunded (still waiting ditto port fees/taxes). So I didn't fill out the form for 125% OBC. I guess last week I got an email reminding me about that option, so I figured 125% of 0 is 0 so might as well fill it out and IF the grats counted, I'd have some extra OBC for a future cruise.

 

Today I got the OBC certificate via email for an amount that equals the things I'd cancelled from the Summit plus 25% (and 75 cents). So making lemonade out of lemons - and not wanting to deal with trying to prove I'd cancelled them BEFORE the day they cancelled the cruise - I'm applying it to my 50th birthday cruise so I can do some of the more expensive excursions I was looking at!

 

Still a few outstanding excursions from other future cruises NOT cancelled I'm waiting on.

Link to post
Share on other sites

When I received FCC on 11 May for our 17 April transatlantic cruise on Silhouette I only received FCC based on the balance I had paid and the FCC I had used as part payment had not been reissued.

 

After several emails since I finally received an email yesterday to say that the FCC I had redeemed have been reissued with a valid to date of October next year, which was the original expiry date.

Link to post
Share on other sites

I've been posting on a different Roll Call but I thought I'd bring it to your attention on this Forum. Has anyone else run into the issue where the TA tells you that they will be providing a portion of the FCC for a canceled cruise. This has happened to me for the cancelled May 31 Eclipse Alaska cruise and the TA involved is one that many Celebrity cruisers use in NH. I am not happy for the TA to be involved with the FCC and I see nothing in the Celebrity documentation about TAs being involved. I've asked Celebrity to explain this and turn it around. I want the full FCC from Celebrity, not partially from the TA.

Link to post
Share on other sites
7 hours ago, Happy Cruiser 6143 said:

I was told my my TA's rep that the FCCs I used as partial payment on my May 9 cruise would be re-issued with a December 31, 2021 date.  Haven't seen them yet.


When I received my FCC for the balance from Celebrity I replied to that email asking about the re-issuing of the FCC I had used for part-payment. It took an email exchange over several weeks with the Engagement team before they finally  confirmed they had been reactivated them. I think the October 2021 date is 2 years after they were issued, so is just their original expiry date. .

Link to post
Share on other sites

🎉🎉🎉 Finally got the refund of port fees & taxes from our 4/19 cruise that was cancelled on March 20.  Still waiting for Alitalia Air to refund the flight they cancelled.

Link to post
Share on other sites
6 hours ago, FighterPilot said:

I've been posting on a different Roll Call but I thought I'd bring it to your attention on this Forum. Has anyone else run into the issue where the TA tells you that they will be providing a portion of the FCC for a canceled cruise. This has happened to me for the cancelled May 31 Eclipse Alaska cruise and the TA involved is one that many Celebrity cruisers use in NH. I am not happy for the TA to be involved with the FCC and I see nothing in the Celebrity documentation about TAs being involved. I've asked Celebrity to explain this and turn it around. I want the full FCC from Celebrity, not partially from the TA.

My FCC came from X not that TA, although they have been very helpful when X sent our FCC to someone else.

Link to post
Share on other sites
On 6/25/2020 at 9:16 PM, Happy Cruiser 6143 said:

 

Amazing.  I'm still waiting for my FCC from May 9.

I’m waiting a similar amount of time, only longer. I requested my FCC at the beginning of April, nothing had appeared by the start of June, so I followed up again. 
 

Customer Service told me they had been incorrectly processed and that they would fix that, now three weeks later and still nothing. 
 

I was just coming in here to see have others had any issues. 

Link to post
Share on other sites
On 6/10/2020 at 3:40 PM, barb-ottawa said:

Here's my timeline for my March 23rd cruise:

 

March 13 - told travel agent to cancel our cruise and non-refundable airfare through CruiseAir. As directed by our travel insurance company, we refused any future credits.

March 14 - Celebrity announces our cruise is cancelled meaning we would have been eligible for a full refund. Travel Agent contacts Celebrity and was told by a Supervisor that since it was less than 12 hours between my cancellation and theirs, they would honor the refund for the cruise fare and set the refund in motion.

May 15 - after reading that many people are getting their refunds for cruises after mine (March 23), I called Celebrity and spoke to a pleasant customer service person who found my file, didn't understand why it was taking so long, but couldn't provide me with any information because I had booked through a travel agent. So I called my TA and she called Celebrity only to find that they had no record of their conversation agreeing to honor the refund. They were going to have to replay the recordings of their conversation to confirm it actually took place.

May 22 - the TA has heard nothing from Celebrity re the recordings so she sends an email to an upper level contact to plead for assistance.

May 27 - the TA receives confirmation from her upper level contact that I am indeed entitled to a full refund, the file has been corrected and he will expedite a refund.

June 2 - received a cheque in full for my travel insurance claim covering my non-refundable airfare and non-refundable hotel

June 10 - still nothing from Celebrity

 

Update - Finally received our cruise refund for our March 23rd sailing on June 25th except for $357.35. Still waiting for the rest.

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Forum Jump
    • Categories
      • Forum Assistance
      • Holiday Exchange - Jingle and Mingle 2020
      • Q&A: Cruise Insurance with Steve Dasseos of TripInsuranceStore.com
      • Q&A with Chris Prelog, President of Windstar Cruises!
      • New Cruisers
      • Cruise Lines “A – O”
      • Cruise Lines “P – Z”
      • River Cruising
      • ROLL CALLS
      • Digital Photography & Cruise Technology
      • Special Interest Cruising
      • Cruise Discussion Topics
      • UK Cruising
      • Australia & New Zealand Cruisers
      • North American Homeports
      • Ports of Call
      • Cruise Conversations
×
×
  • Create New...