My refundable deposit turned into a non-refundable deposit...

[dlh015]

Imagine my surprise. I had called in on two reservations to get the extra $50 OBC recently advertised. And, as usual, had the agent send me an updated customer invoice. 

 

Whilst I noticed that the $50 had been added to each reservation, I did *not* notice the addition of: 

 

"The minimum deposit for this reservation is Non-Refundable. A change fee of 100 USD per guest will apply for ship or sail date changes."

 

I noticed it yesterday...

 

Note that none of the amounts changed, totals were the same as in the previous invoice I had received. So, I called in and the rep told me they still saw the reservations as refundable. They said there must be a mistake and then put me on hold to 'reach out' to another team. 30 minutes later, I disconnected.

 

Called again. Went thru the same process, rep said they were refundable...asked to put me on hold while they checked it out...I said that didn't work earlier...she apologized...kept checking back with me until she said she had a specialist on the line and would transfer me to them. Nope, right back on the queue.

 

So, has anyone else checked and seen such a thing on their customer invoice?? I know a lot of folks here called in for that extra $50.

 

I'll go for a third try tomorrow but wondered if anyone else had a similar experience...

 

Any advice/observations appreciated...

[wrk2cruise]

I had a case where I called to reprice and I asked for the refundable rate and when they came back and gave me a lower price I said no I wanted it refundable and gave me the price I was expecting.  When I received the invoice it said NRD like yours.

 

It turns out once they assign a NRD rate, even if they change it back to refundable rate it stays NRD and can't be changed back.   They assured me there was a note on the reservation that it would be refundable and they sent me an email stating the same.

 

Possibly something similar happened.

[dlh015]

51 minutes ago, wrk2cruise said:

I had a case where I called to reprice and I asked for the refundable rate and when they came back and gave me a lower price I said no I wanted it refundable and gave me the price I was expecting.  When I received the invoice it said NRD like yours.

 

It turns out once they assign a NRD rate, even if they change it back to refundable rate it stays NRD and can't be changed back.   They assured me there was a note on the reservation that it would be refundable and they sent me an email stating the same.

 

Possibly something similar happened.

THANK YOU!  One of the agents mentioned about the NRD flag staying set regardless of it being refundable and that it stays that way for the duration of the reservation. He also said that so far there was no remark in the Remarks field and that he would look into that...but the transfer failed as I mentioned.

 

So you have given me my goal. Get a remark put in to the appropriate field on the reservation(s) and an email confirming that!

 

Again, thanks...

 

ETA: As I mentioned the rates on the reservations hadn't changed...the prices were the same and the agent(s) and I noticed that and therefore they said it had to be a mistake. 

Edited December 23, 2022 by dlh015

[jagoffee]

Worth an extra $50 OBC?

[If only]

This an ongoing problem with Celebrity.  Once a Refundable cruise is changed to Non refundable it cannot for some reason be changed back.  We have 3 cruises in the future that this has been done to.  Celebrity puts a big notice on your booking & is aware of the problem, it is usually done by a new person trying to do everything right!   You just have to make sure that any change you make to your reservation going forward you always remind them that it is a Refundable cruise booking.  You also should make sure you are paying the Refundable price,.

Edited December 23, 2022 by If only

[dlh015]

2 hours ago, jagoffee said:

Worth an extra $50 OBC?

Nope...not at all...

[SusieAV8R]

6 hours ago, dlh015 said:

Nope...not at all...

Not for all the time you spent on the phone AND the aggravation, right dlh015??

[Georgia_Peaches]

7 hours ago, If only said:

Once a Refundable cruise is changed to Non refundable it cannot for some reason be changed back

But why would they change it from refundable to non refundable in the first place?

[dlh015]

46 minutes ago, Georgia_Peaches said:

But why would they change it from refundable to non refundable in the first place?

Probably someone new...a simple thing turned into a not-so-simple thing...lol...lesson learned...

[Jim_Iain]

I almost had the same.   I saw there was a fare reduction of $150 and asked my agent to check on it.   He reminded me that I had a Refundable fare and asked if I wanted to change to the new far which was non-refundable.    I chose to stick with the refundable.

 

It does pay to have a good agent.

[If only]

9 hours ago, Georgia_Peaches said:

But why would they change it from refundable to non refundable in the first place?

All our reservations are refundable but some zealous people don’t look & just assume that we have non refundable without checking first, even though we always advise them.  Once changed Celebrity’s computer system does not allow it to be changed back.  The only way to have it show refundable is to cancel old reservation & get a new reservation #.  This is impossible if booked originally on board due to the OBC.

[whattodo]

Can NRD fare be repriced without penalty for the same cruise? I'm looking at a 2024 cruise, unsure if I should book refundable or non-refundable. 

Also, I made final payment for an upcoming cruise, my cabin type is sold out. Will they give me the current $50 bonus at the same fare I paid? 

[wrk2cruise]

1) Yes NRD fares can be repriced to the prevailing rates on the same sailing without penalty.

 

2) You say you have made final payment.  If that means the Celebrity final payment date has passed, no you can't reprice.   Generally if your cabin category is sold out you can't reprice either but some have been successful if booked direct with Celebrity CVP as they seem to be able to see the current prices on sold out categories.  My TA can't. 

 

It never hurts to call and try to get the bonus added but I wouldn't expect it given what you have said.  If it were me probably wouldn't be worth the hassle for $50 OBC.

[dlh015]

@whattodo Take it from me (the OP), it's *not* worth the hassle...

[bEwAbG]

Not sure why you would bother with calling back multiple times to have a note added to the reservation.  It will only be an issue if you end up cancelling, and those agents at that time will be seeing the same info that a current one will.

[dlh015]

48 minutes ago, bEwAbG said:

Not sure why you would bother with calling back multiple times to have a note added to the reservation.  It will only be an issue if you end up cancelling, and those agents at that time will be seeing the same info that a current one will.

Maybe because I like things neat and orderly with no loose ends. I'd rather get it straightened out now rather than wait until I'm preparing to go on the cruise. Don't need the stress as we get closer to embarkation. 

 

And I will be cancelling one of the reservations...I have two of them on that cruise. 

 

 

[Oceansaway17]

On 12/23/2022 at 1:55 PM, If only said:

This an ongoing problem with Celebrity.  Once a Refundable cruise is changed to Non refundable it cannot for some reason be changed back.  We have 3 cruises in the future that this has been done to.  Celebrity puts a big notice on your booking & is aware of the problem, it is usually done by a new person trying to do everything right!   You just have to make sure that any change you make to your reservation going forward you always remind them that it is a Refundable cruise booking.  You also should make sure you are paying the Refundable price,.

and even if booked as refundable, still you will get back just an FCC.

I started  thread on this.  So mad right now I could spit.