Quarantined onboard - did you receive your cruise rebate yet

[Jim_Iain]

I was an early one and back when they included land quarantine.    After I returned home I heard nothing and called in after a month.  Nothing had automatically begun and the phone call got me in touch with a person in Engagement Center.    It took me 3 months to get all that was due back and 3-4 direct emails pushing to keep it moving.   The reimbursement for my land base isolation, car and food came back rather quickly as well as the one day of isolation on the ship.    It took the longest to get the refund of a full cruise cancelled as I tested positive on the B2B testing.    

 

May just be my case but it came in dribs and drabs with no reference to what was covered and I had to create a spreadsheet to reconstruct to assure it was all paid.

[Ex-Airbalancer]

This is what the executive office sent me for time on the Apex 

Cruise fare of $xxxx per person - divided by 14 days = $xxxper day per person x 9 days in isolation = $xxxx CAD per person.

[zitsky]

Has anyone gotten a refund without boarding the ship?  I called to cancel and was told I qualified.  But I received no confirmation that they received my request.  No kind of confirmation #.  No reference #.  Nothing.

 

I do have travel insurance and can use that.

 

We are looking to rebook that cruise (Italy, Turkey, Greece) for May of next year.  We thought we might wait for the refund but cabins are going fast and I'm not sure I want to wait to rebook.

[zitsky]

I just heard from Celebrity (email) that they will be processing a refund for our Italy, Greece, Turkey cruise after my partner tested positive for Covid.

 

Also, they did not have to do this but they offered a complimentary dinner on our next cruise, Patagonia / South America.  That's great customer service!

[Suzi66]

On 9/24/2022 at 10:25 PM, renroc13 said:

Glad to find this thread.

Were any of you mandated to remain in Canada for ten days after the day you tested positive onboard which is considered day 0.

 

We sailed from Vancouver to Alaska and back to Vancouver. I tested positive three days before we arrived back to Vancouver and we were told we would have to remain in Vancouver until Oct 1 day 11. I read this but am trying to find out exactly whose law this is….Canadian, not US I suspect, or agreement with cruise lines who began to sail again in Canada.

 

We were escorted off the ship to busses….almost 50 on this sailing. Canadians dropped at parking lots to get their cars to drive home and others like us (we are American) were dropped at the hotels we had to find with a letter saying Celebrity will pay 250 per night for 10 nights and 100 a day for food. The Canadian citizens are told they can return to work on day 5 with no symptoms after a positive test. Not certain why we are here for 10 plus one day.

 

Any insight appreciated.

Thank you,

Karen

 

 

 

We are Australian and were supposed to be on the Eclipse until it got back to Australia.  We are in the same situation as you, but we were told by the driver of the coach we were on, there was actually 4 coaches of positives, so 200 people.  We only discovered at 8pm on the final night that we had to go as that was the day my husband tested positive, as that is when they tested the B2Bers.

Celebrity has not let our TA know anything of what we need to do next and if we could even rejoin the Eclipse to get home.

[woldridge]

Got my refund yesterday, so about a week after I called the engagement desk - 844-418-6824.

[Jim_Iain]

48 minutes ago, woldridge said:

Got my refund yesterday, so about a week after I called the engagement desk - 844-418-6824.

Good to hear it came through.   I also had to call the engagement center to get it moving.

[Louloupops]

1 hour ago, woldridge said:

Got my refund yesterday, so about a week after I called the engagement desk - 844-418-6824.

Just noticed credit refund posted a week after TA called Celebrity. (TA thought it would a month or so to get refund!)

[rlbeck]

22 hours ago, woldridge said:

Got my refund yesterday, so about a week after I called the engagement desk - 844-418-6824.

Good to hear, we received ours as well yesterday, and at the exact amount promised. Thank you, Celebrity! 

[gpension]

I had to call. I was quarentined in mid-july and I just got my reimbursement and credit

[renroc13]

On 9/25/2022 at 12:15 PM, stromer said:

You were on a cruise a year ago.  We were on a similar cruise in June 2022 and the rules you stated were no longer in effect.  This cruise did not end in Canada but Boston.  All who had Covid just got off the ship and went home by flight or however means they had planned. 

Canadian law was just changed two weeks ago. Ended up ending on the last day of my quarantine.  Boston is in the US. No mandate there.

 

[renroc13]

On 9/30/2022 at 4:50 PM, Suzi66 said:

We are Australian and were supposed to be on the Eclipse until it got back to Australia.  We are in the same situation as you, but we were told by the driver of the coach we were on, there was actually 4 coaches of positives, so 200 people.  We only discovered at 8pm on the final night that we had to go as that was the day my husband tested positive, as that is when they tested the B2Bers.

Celebrity has not let our TA know anything of what we need to do next and if we could even rejoin the Eclipse to get home.

Hmmmm I was on those buses. 200? Not surprised. Hardly anyone wore masks on the cruise. We did in many places and I still got it. I hope you were able to get in touch with someone. One of the reasons I book directly with Celebrity. Try to contact the engagement center yourself. Hope you are all doing well……

 

 

 

 

 

 

 

[tartantiara]

I was positive on our Canada NE cruise for 9 days out of the 12 we were on , my husband was positive for 7 days. 
we paid for the cruise partly with a cruise credit and partly with cash. How will we be refunded ? 

[renroc13]

On 10/13/2022 at 4:39 PM, tartantiara said:

I was positive on our Canada NE cruise for 9 days out of the 12 we were on , my husband was positive for 7 days. 
we paid for the cruise partly with a cruise credit and partly with cash. How will we be refunded ? 

Call celebrity and ask for the engagement office or the refund office. If an agent booked you I don’t know if you need to go through them. I book directly with C.

[sdnich]

On 10/13/2022 at 1:39 PM, tartantiara said:

I was positive on our Canada NE cruise for 9 days out of the 12 we were on , my husband was positive for 7 days. 
we paid for the cruise partly with a cruise credit and partly with cash. How will we be refunded ? 

We were also quarantined on the same cruise.I am also curious how the money will be refunded we put our cruise on 2 credit cards.And really want the 4 night refund on a certain card.I called my TA and he said he would take care.

 

Wasn’t  the disembarking off the ship a mess !!! 

[tartantiara]

2 hours ago, renroc13 said:

Call celebrity and ask for the engagement office or the refund office. If an agent booked you I don’t know if you need to go through them. I book directly with C.

 

1 hour ago, sdnich said:

We were also quarantined on the same cruise.I am also curious how the money will be refunded we put our cruise on 2 credit cards.And really want the 4 night refund on a certain card.I called my TA and he said he would take care.

 

Wasn’t  the disembarking off the ship a mess !!! 

I will phone the number we got saying we would be refunded in 7-14 days on Monday as that is 14 days since we disembarked.

We had no problem disembarking as I was negative and my husband was more than 5 days positive. What problems did you have getting off ? 

[sdnich]

9 minutes ago, tartantiara said:

 

I will phone the number we got saying we would be refunded in 7-14 days on Monday as that is 14 days since we disembarked.

We had no problem disembarking as I was negative and my husband was more than 5 days positive. What problems did you have getting off ? 

We were on day 5 so we had to wait to get escorted off the ship .They said between 8:30 -9 and finally after 10am someone finally showed up. We thought they forgot us as there was no one in the hallways whatsoever!! We then went down to deck 2  to get off the ship and they couldn’t locate our passports . There was probably about 20 plus people standing in the hallway for over a half hour waiting  to locate them .I was pretty calm and they were a couple people that will really getting pissed!! 
It was finally about 11 AM when we got into the shuttle to go to our hotel!!

[colliercruiser]

Has anyone had a prorated cruise fare refund when the isolation days included the transition day of a B2B… specifically the day the first sailing disembarked and the second sailing embarked?  We’re currently in that situation, now on the second sailing.  
 

We had 4 days of isolation on the first sailing, then the transition day, and now on the 2nd day of isolation on the second sailing.  I assume the transition day will be part of the refund,  but wonder which sailing’s cruise fare is used in the calculation.

[tartantiara]

I phoned Celebrity today and as expected was told to go through my TA. I asked about refund being cash or FCC but the agent wasn’t sure but did say that they were not keen on giving cash rebates 🤔

Got in touch with TA and had to send her the letter we got saying that we would get a pro-rated refund. Watch this space ☹️

[tartantiara]

An update on my previous post, got an email today from TA telling us how much refund we would receive.  It will be paid back to our credit card within 30- 45 business days 

[colliercruiser]

On 10/17/2022 at 1:46 PM, colliercruiser said:

Has anyone had a prorated cruise fare refund when the isolation days included the transition day of a B2B… specifically the day the first sailing disembarked and the second sailing embarked?  We’re currently in that situation, now on the second sailing.  
 

We had 4 days of isolation on the first sailing, then the transition day, and now on the 2nd day of isolation on the second sailing.  I assume the transition day will be part of the refund,  but wonder which sailing’s cruise fare is used in the calculation.

An update to my previous post above...

 

I received the following clarifications from our ship's COVID Concierge, based on her contact with the home office.

 

The isolation refund calculation is based on number of isolation nights, not days.  Therefore, our B2B case is covered... with the last night on cruise #1 part of the first sailing's refund and the first night of the second sailing is covered by cruise #2.  Additionally, when multiple passengers are in isolation (such as my wife & myself), the calculation is based on each individual and not as a couple.  This makes sense since my wife was in isolation for fewer nights (tested negative on Day 5) versus me (just ending my isolation on Day 10... tomorrow!).  And we each started our Day "0" (positive test day) on different dates.