Celebrity Cruises
Reviews and Complaints

I need help locating a ring I purchased while aboard the Apex the week of April 16th. I purchased the ring from Siddesh at Effy Store for 1998.00. My friend fell on the ship mid week so departing the ship the ring slipped off my finger. I was in touch with Siddesh and he checked lost and found and they had it. I was overjoyed when I heard. I was told it was shipped through chargerback by the ship. and they would ship it. I paid for the shipping on April 27th and was told the ship was out to sea and it would be mailed on May 4th Tracking number for FedEx is [protected] and it shows label printed but never shipped. I really need help finding this ring please? My mother passed away In Janiary and this cruise and the ring were both purchased with a portion of my inheritance. I am just sick about It being lost again.

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Cruise #424614 celberbity crusies refuses to assist with transfers just because after the cruise we are staying in venice. If you don't leave on the last day in port and fly back to your original destination you are out of luck. All we need is a transfer to the airport in italy. Not a serious issue celbrity agents have refused to help because we are staying in venice for a few more days. One agent was able to get us a trnsfer to tranchetto island in italy and from there we are stranded, we have no idea where tranchetto island is but celebrity is stranding us there. Celebrity does not care. They do not take care of their customers - answers I received from most of their agents is "sorry your probem". Celbrity cruses did do the air fare and hotel reservations evidently money is being made on those items by celebrity but assistance with transfers, again answer was "your problem"

this issue is so minute and we did not expect the treatment we have received from celebrity they are supposed to be above other cruise lines but I guess I was wrong.

I was supposed to sail on 11/03/23 to japan. My travel agent called to tell me they told him celebrity over sold the cruise by 260 cabins. For the inconvenience they offered if you book a future cruise within a year they offered $450.00 pp. I agreed to book the cruise 10/06/24. Now my travel agent said they called and said im not entitled to the 450.00 pp because he did not cancel and rebook. I called yesterday and customer service said both of us misunderstood the 450.00 pp. Celebrity inconvenience me by canceling my cruise way to late and I had to scrabble to book another vacation. Actually holland America is going to japan in October 2023. There is no reason not to cancel my japan trip in 2024 and book for 2023. Celebrity is saying its my travel agent and I fault for misunderstanding. There is no misunderstanding you cancel my trip I had booked for over a year we move it and I get nothing to rebook. I just don't feel that is the way to conduct business and expect people to rebook a cruise again

We cruised last year for the first time on celebrity amazing the best cruise ever, so we booked for a future cruise...what a nightmare it has been so many restrictions it has been a nightmare not a pleasure.

First you have to use a cruise consultant and you cant make changes yourself without the consultant ..You have no recourse for changes with out fines and loses of your deposit.

We booked as we were suppose to a short period of time later received an email saying our flights changes to a stop over on the return flight we dont do stop overs thats why we pay extra...my complaint is we did what we were suppose to do if the consultant or the computers messed up why should we be penalized. I even asked to change the cruise details for another and was told..no you lose your deposit and there is a fee for changes unless you upgrade...Doesnt really seem fair does it...This was for my husbands 65th birthday and if he really didnt want to go to these stops I would have cancelled

Hi,

I refer to the above booking.

We made a booking ( party of 4 including Anthony & Patricia Cosgrove) with Hays Travel and was made aware of a significant flight change ( from Saturday 29th to Friday 28th ). In addition the journey time from Manchester to Athens was significantly longer than the scheduled flight from Manchester to Athens via Paris. We fully understand that these flights changes can happen and that Celebrity Cruise has no control of this. We have been informed by Hays Travel that overnight accommodation will be provided at Athens and that a $50 onboard spend has been offered. However we have been informed that the transfer from the airport to the Port Terminal has been withdrawn although we have paid £67 per couple for the transportation.

We accept the flight change and we are thankful for the $50 but are not happy with the withdrawal of the transportation to the Port Terminal.

We very much look forward to setting sail again with Celebrity Cruise and are counting the days down to when we can get onboard.

Kind Regards

Peter & Patricia Cosgrove

Anthony & Patricia Cosgrove.

Booking ID 8378429

MAN to CDG

Flight delayed from MAN

Missed connection flight to Miami.

Directed to wrong terminal.

3 hours arguing with Air France said it was our fault.

No help from them.

Eventually got a flight to LA then onto Miami.

We booked assistance got no help at all my husband has a cpap machine and we need to sit together so he can use it to help his breathing, would not let us sit together so it made him ill.

we had to buy food and drink costing round $120 had to carry heavy cases very stressed have difficulty walking after 2 hip replacements.

Once in LA 3 1/2 hours layover another $50 on food and drinks.

WE lost our hotel and shuttle.

It has taken 6 monthe to get our hotel refunded.

Once on the ship it took us a few days to recover rosacea flared up with the stress, couldnt go out in the sun.

Went to customer relations on the ship nothing they could do.

The worst bit We asked for assistance on the way back i wear a lanyard, which was booked only to be told that if we are not in wheelchairs you dont get assistance.

That to me is discrimination.

Again they sat us separate so he couldnt use his machine so was ill again.

It spoilt our holiday.

I keep sending emails off and get nothing, also my travel agent freedom travel longton doesnt.

Something should be done about this.

Please could we have a prompt reply.

Thankyou Karen Sayer

We were booked on the Celebrity Constellation from Tampa Florida, January 2nd 2023. We go almost daily e mails from celebrity about this & that, to make sure our boarding went smoothly. Our boarding time was scheduled for 11.30am

We left our friends home in NPR to make the +/- 50 minute drive to the port, to park at our prepaid parking location. We arrived to pandimonium & after some difficulty (while talking to the parking booking) were able to find the parking garage & proceeded to the 4th floor long term parking area. Through luck we found a spot, unloaded our luggage & because we were leaving via terminal 6, started our fairly long walk, with luggage in tow. The whole area was insane & then we suddenly understood why - None of the 3 cruise ships scheduled to sail today were in port - thus explaining the lack of parking spots & the number of people walking aimlessly around the port. We arrived at terminal 6 to be greeted by Tampa Port Authority ladies, dressed in bright turquoise golf shirts. We were told that they were going to take our luggage & we were to be transported to a local shopping mall. ? OK, so off we go with all our carry on knapsacks, small suitcases to "the mall" we are told upon arrival that we will find a Celebrity rep. in the food court area (far end of the mall). we found the ZOO (affectionally called 'the food court" & decided to proceed outside, beyond the FC where we found several restaurants. We had lunch & a beverage at an Irish pub & after settling our bill proceeded back to the FC. I noticed 1 of the TPA ladies & asked her IF she knew Where the CCL rep could be found ? She said that she too was trying to find 1 !?

Outside I went & contacted CC, asking what the Heck they were doing dumping 100's POSSIBLY thousands of passengers at a shopping mall, with know way of us knowing what the Heck was going on ! After TWO frustrating conversations with Celebrity & being given NO real details as to When we would board, I talked with other passengers & by using a tracking app. we were able to see that all THREE cruise ships were still at sea, but heading towards port. Also learned that there Was an e mail issued by CCL shortly before/after midnight advising of the delay (had we received ! naturally we would Not have gone to port, rather staying in the comfort of our friends home !) collectively we learned that the cruise ships would take about 4 hours to arrive in port & the turn around, to be ready to receive new guests is also approx. 4 hours ... giving us somewhat of a better understanding (Without any info from Celebrity !) being early afternoon & assuming to board sometime in the evening, we decided to make our way back to the port, to get our car & head back to our friends house. We proceeded back to the store (at the far end of mall - with luggage in tow) that we were dropped at - we found 2 of the TPA ladies sitting in the entrance & asked them when the next bus back to the terminal was. Imagine our surprise when we were told "THERE ARE NONE" !? after a brief discussion we were told that IF we wanted to go back, there was a 'valet' at the opposite end (where we just came from) & they could get us a taxi. We arrived at the valet station to find it closed - because it was a Monday ? because it was a holiday ? anyway we found a bench, in the now very warm Florida humidity & tried 3 different taxi companies, explaining to them that all i could tell them was that I was outside a Cheese Cake Factory, in a shopping mall & I could see planes landing in the distance. All 3 said that because of short staffing & it being the holiday Monday they were not able to help us. We are now exhausted, overheated & totally frustrated - now what do we do !?

Minutes later a gentleman that I had spoken to earlier called & asked if we still needed a ride to the port ? (HECK yes) 5 minutes later we were safely/comfortably in an air conditioned vehicle on our way back to the port. We arrived quickly & now had to deal with the (extremely FULL) parking garage (still full from previous cruise guests) where I did NOT have in/out privileges. After some pleading they agreed to let us leave/return & we proceed North again to NPR. We arrived at our friends just before 4.30pm with still NO word from CCL ... I AGAIN contacted their customer service line & was told by a gentleman that the latest he had was that there would be NO more information until 9.00am the following day - WHAT !? OBVIOUSLY you should NOT let a person that does not know his Monday from his Tuesday in charge of reassuring guests of what was happening. It was then I realized that I had NOT booked direct with CLL, rather thru a 3rd party Vacations to Go. I contacted them & within minutes was on a 3 way conversation with CCL & found out that our boarding was to be delayed NINE hours, so till 8.30pm. Anticipating further delays we waited awhile longer & arrived at terminal 6 at shortly after 9.00pm to be met by probably MOST of the 2000+ passenger also ALL waiting to board. We slowly moved forward till we were almost at the terminal. There we were separated into THREE lines, divided by fixed railings. Line 1 was full so we were directed to start to fill row 3, my ASSUMPTION being that when we started to fill row 3, that row 1 would start to enter the building through the single pair of doors a few feet ahead of & perpendicular to them. boy was I WRONG ! row 3 filled up & then they started to fill row 2 ? Then they opened the single pair of doors into the terminal & released all THREE lines at once, so here we are being cattle herded into the building, people with luggage, small children, large groups wanting to stay together - basically (SORRY) A [censored] show. inside we lined up for CCL check in agents. Some people lined up in ques that they would find out were not even manned, even though they were open ? We reached our cabin at about 10.20pm to find our luggage, with my suitcase now being a 3 NOT 4 wheeler. We finally sailed at +/- 12.30am & were informed THAT due to the delay we would NOT be arriving in George Town GCI on Jan 4th. That we would actually now NOT arrive until Jan 5th & that we would now loose 1 of our 2 planned/scheduled days in Cartagena & for this we would receive a $75.00 ON BOARD credit. (SO I WILL stop here & ask -so our beverages, gratuity & wi-fi are included, what are you supposed to spend the credit on - oh yes, stuff in the gift shop/stores - items marked up at least 3 - 400% making your $75.00 credit actually costing them maybe $15 - $20.00) I could not really understand WHY the itin. change ? especially when we were only delayed by +/- 9 hours, time that SURELY could be made up by increasing cruising speed. So NO, instead we cruise at 11 - 12 knots, on a ship capable of cruising at up to 24 knots !? It was not until we were travelling back from George Town on the tender boat with 1 of the SENIOR (white shirt) staff, we overheard him explaining that the reason the captain chose to delay our arrival was because there were to be SIX other cruise ships in port. So let me get this straight, you didn't know or think about this when you scheduled this sailing (what) some 2 + years ago & you now use it as a delay of convenience.

All in all CCL FAILED to provide the necessary support to ALL its guests & took their own well being & financial gain/opportunity in changing our itinerary.

We returned home last week from our extended stay in FL & today I embarked on contacting CCL, seeking some sort of REFUND for the PREMIUM BEVERAGE PACKAGE, WI-FI etc that I had paid for & NOT been able to take advantage of - I KNEW the answer before I even called, to spend 1 hour + holding / discussing / explaining ... all falling on WE DON'T CONTROL WEATHER EXCUSE, meanwhile the stress & frustration caused DIRECTLY by YOUR NEGLIGENCE SHOULD make you HELD ACCOUNTABLE, after THREE Celebrity cruises ( 2 in 6 months) We WILL look long & hard at OPTIONS before considering this cruise line or its affiliates

I booked a cruise for September 2023 (6 months from now). Due to a family health crisis, I have to cancel. I am within the policy for cancellation with full refund, but I have called multiple times and when the customer service hears I want to cancel they put me on hold. I have been on hold 45 minutes twice. I have even done the call back option. I got a call back and guess what...they put me on hold and I have been on hold for 42 minutes. I am very disappointed in your lack of responsivness and am having real concerns about rescheduling a cruise in the future with celebrity. PLEASE HAVE SOMEONE RESPONFD TO ME

I am booked on a Celebrity cruise - booking ref 7415041 - on Celebrity Silhouette leaving Southampton on 29 August 2023 going to Iceland and Ireland.

On 1 December 2022 I booked and paid for four excursions to avoid missing out by late booking. On 24 January 2023 the "Celebrity Destinations Team" advised me by e-mail that they had moved my Day 7 excursion booking (4 September) to Day 6 (3 September). No discussions took place with me and the Destinations Team had failed to notice that I already had an excursion booked for Day 6 which made it impossible for me to attend their revised excursion. I e-mailed the Team on 26 January 2023 to advise of this and asked for comments. No reply. No reply either to follow-up emails of 30 January, 6 February or to my e-mail of 7 February advising that I wished to lodge a complaint.

Whilst I have subsequently cancelled the excursion your Team booked for me and have had a refund I am very angry that my original excursion was changed in the way it was, that I now no longer have an excurion for Day 7, and most significantly that my attempts to discuss and resolve issues with your Destinations Team have been totally ignored - as I said in my final e-mail "astonishingly bad customer service".

Robert Blewitt

At the last day of our cruise, we had one luggage taken down by the luggage mover from the ship. After I arrived the luggage claim place, I found the all wheels of my luggage are stuck with many many thin plastic wrap. Those thin plastic are from the thin plastic cover which put on by the ship luggage mover. I tried to pull those plastic out from wheel shafts, but I could only remove a little bit. The most of plastics are too tight to be removed from the shaft of the wheels. Since the wheel is not rolling, as a senior, I can't move my luggage. Then I ask the staff who was working on the floor, he looked my luggage wheels and said he can't help. I said to him this problem is caused by your luggage mover, you should help to solve the problem. I also talked to the floor supervisor, he said the same thing, can't help. I feel very disappointed. I continued to ask if they can find any tools to help me to remove those thin plastics, they spread their hands, said we only have a cell phone. They did not do any effort to find a way to help me to solve the problem. they don't care what difficulty I had faced. When time is around noon, the temperature at that day is 97 F. I got headache and dizziness. The whole floor staffs (around ten of them), no one try to help me. I had taken many cruises in the past, this is the worst situation I had ever faced.

Finally, a 76 year old fellow from the same trip bring some sharp tools and tweezers to help me. We worked another a half hour to remove those thin plastic from the wheel shafts. Even we can't remove all of plastic, but my luggage wheel finally start rolling.

I can't believe that the ship staff caused a difficult situation to the customer, and then the ship staff didn't want to help to solve the problem.

I was on the Beyond Feb. 5-12, 2023. Stateroom 6139; booking number 3080129.

On Feb.6 my friends who I was traveling with walked me to my cabin as I was traveling as a widow. Upon getting to my cabin at 8pm, we discovered that my cabin was open. When I fully opened the door, there were 5 male crew members in my cabin. I felt like my privacy was violated. They kiddingly said "do you want to party". I asked them what they were all doing in my room and I told them to get out! They tried to tell me that they were just checking to make sure that my room was clean! I said that I didn't believe that and that it should not take 5 crew members to check out a single cabin. I later tried accessing my safe and I could not get into it.

On Tuesday, Feb. 7th after breakfast one of the couples that I was with went with me to Guest Relations to again ask about getting the truth on what they were doing in my room the evening before and to let them know that I could not get into my safe.

They again told me that the staff was checking to see if my room was clean; I said I didn't believe them.

I have been in the travel business for 35 years and I have never heard of anything like this happening to any of my clients! I'm sure if it did that they would come back to me demanding a refund on their cruise.

This put a damper for me as well as the other 2 couples that I was with on the rest of the cruise.

I want to know what they were all doing in my cabin and WHY.

Also, I feel that I am owed something for what happened on that evening.

My room attendant was Aveeshek.

I will be waiting to hear from you regarding this incident!

Cynthia Johnson

Four Friends and I Scheduled a cruise to Alaksa on Celebrity Cruise line. We were going with a group from the Eastern Star. Trip was scheduled with Jon Elbert. 8910 Brown Austin Rd, Louisville, Ky [protected]. We were unable to go. Celebrity Cruise credited us with another Cruise, Jon has failed to return the Airline Fee which was $500. each.

Frequent attempts made by all four of us to contact Mr. Elbert to no avail. He will not return either phone calls or email.

My check #2229 on Feb 10, 2022 was for the Alaskan Cruise, Airline fare and insurance for the trip. There was a $500.00 non refundable deposit.

We got a refund for another cruise. We did not expect refunds for the insurance or deposit. But we did expect to have the money for the airline to be refunded.

I am writing to convey my experience with a recent trip since it still bothers me and impacted my week on the ship. We traveled Dec 4 on Reflection out of Fort Lauderdale. Night one we went to the entertainment show where the Entertainment Director was quick to welcome folks back to cruising and let us know the vaccine protocols that all staff went through and that all staff were vaccinated. While it should have been confidential and private information, it also left me thinking of the loved ones I lost or were injured immediately after they were vaccinated. Two friends had immediate brain bleeds and will have life long issues, two died from brain bleeds, and the list goes on. In my opinion there was no value added to him reminding passengers about the reality of covid. Many go on vacation to escape the realities of life and the Director left me in a sad state.

Every time I saw the Director after our first night I was disappointed in the cruise. and his remarks.

Purchased a"I touch air 3 smart watch" x 3 on the celebrity eclipse australia & new zealand cruise in november through to december, returned back to the uk, 2 of the watches were fine, one of the watches was faulty, the watch didn't hold charge, got in contact with said company only to be told I would have to pay the shipping cost of returning the said watch and payment for delivery of a replacement, with the comment it is not their responsibility? Also get in touch were you purchased it from? Now I find the said company response outrageous, a multi billion dollar cruise company doing business with a company with little or no customer compassion. You may think this is a petty issue but I find the said companys actions /response disgusting... It comes across we have had you money, now were not bothered about customers?

[protected]@hotmail.co.uk

Parkwest Galleries is a vendor on all/most of their cruise ships. We were invited as a VIP guest by Parkwest on a Celebrity Cruise and purchased several thousand dollars in art and 1 1/2 years later we are still waiting for some of our art to be delivered. There are latterly hundreds of complaints about Parkwest less than stellar performance and lack of professional conduct, and yet they remain a featured vendor for Celebrity Cruises. If this is an example of their business model it should certainly be a consideration in scheduling any cruise with this company.

Unacceptable experience-Flights by Celebrity. 1-[protected]

Italy, Turkey and Greek Islands Cruise, September 26 2022, on board the Celebrity Reflection. We initially booked the cruise with inclusive flights in October 2021. While we recognize that changes in the air itinerary are not the fault of Flights by Celebrity, the following list of events certainly were:

6 August 2022-advised that the flights were being operated by Air China. The initial call of two hours resulted in the CSR hanging up on us.

7 August 2022-another call and finally the airline was changed to Air Canada, and we were now advised of changes to the flight which we had to accept.

Identified that my name as spelt on the air ticket was incorrect, we were advised to call Flights by Celebrity within 72 hours of our departure flight to get the name changed.

21 September 2022 called again, and then called Air Canada and were able to get the Air Canada outbound ticket corrected, however because the return flight was operated by Lufthansa, Celebrity would have to correct, we were advised that the ticket would be cancelled at no extra charge and a new ticket issued.

21 September called Flights by Celebrity, response was that we may have to pay for a new ticket. Then spoke to a supervisor who indicated they would call the following day and would rectify the problem.

The call did not happen and we had to call again on 22 September, the day before the flight. Again told the issue would be escalated and that we would be notified by email or phone. Again nothing and the cruise had finally started. I dealt with staff on the boat on 4 October 2022 and was curtly advised by the Emergency Travel Team in Miami that this was my issue and that I should be prepared to pay a charge of $1,500 for a new ticket.

5 October 2022 I spoke with the Hotel Director on the boat, who aggressively dealt with the problem and later that day we received a new ticket for my return trip.

You would think that would be an end to it, but no, when we checked in at the Rome airport, we found that in the process of re issuing my ticket in the correct name, Celebrity had cancelled my wife’s ticket home. We then were mandated to pay a fee ourselves to get the ticket fixed. The whole cruise was overshadowed by the fact that we never knew until almost the last day of the cruise how I was going to get home, and that had I never initiated the contact, the issue would never have been addressed, to state that the Flights by Celebrity staff were either lacking in understanding the process, or just simply rude, would be an understatement.

A complaint to the CEO of Celebrity, Lisa Lutoff-Perlo and Wilson Siguenza of Executive Escalations resulted in an offer of $100 on board credit on a future cruise. We responded for a further request for review, and have received no response at all to our last two emails.

Based on the treatment we received, this has to be a red flag to anyone considering using Flights By Celebrity, they absolutely ruined what should have been the holiday of a lifetime.

Reservation ID 3229229

Marlene Stephenson, Joseph Fabiano

December 4 - 11 2022

I have travelled with Celebrity 5 times and have enjoyed. We have even already booked for another trip.

The internet was the worst I have ever experienced. Little to nothing. I went to Guest Services several times and was continually told there was no internet upgrade even though one of the flyers I had said there was an upgrade.

We were almost stranded in Fort Lauderdale because I received an email from Flair Airlines that our flight was cancelled to go home on December 11 and rescheduled to Wednesday December 14th. In frustration I called my family in Toronto to help us to arrange something. I had a great computer with me. I couldn't do anything and shop for cheaper. Finally got Guest Services to get me a phone number for Air Canada. It cost us $2500. to go from Fort Lauderdale to Toronto Canada and we didn't do any upgrades for this flight. No seat selection, no food, no priority boarding just the cheapest and direct flight home. Even Guest Relations had difficulty with the internet.

Another trip with Celebrity I was on I had internet and we were docked in Italy, my computer rang. My doorbell at home alerted me to someone "passing" my bell and I chatted and could see my grandaughter entering my home to feed our cats. She couldn't see me but she and I had quite a conversation. I was STUNNED after a great experience to what I had on this trip. I wanted to also give a Great thank you to Clint Kelu who was excellent and treated us to a dinner at the Tuscan Restaurant. All the staff/crew were excellent.

Celebrity Cruises have changed the Port of departure and return from Amsterdam to Rotterdam. This will result in addition expense and time lost.

since I booked with Costco Travel Celebrity would not even talk to me directly. According to the Costco representative Celebrity was not willing to offer any compensation. It will cost me $200 for a private driver. We are over 70 and cannot take a train with all of our luggage. I am very disappointed and start this voyage with regret.

We booked Celebrity Cruise, Reservation ID 3392490, June 17, 2022, with Travel Insurance. Passenger Antonia Blumberg was admitted to the hospital for perforated colon and blood clot on lung on September 13, 2022, for a five-week stay with major surgery, 18 inches of colon removed. We contacted AON Ref. No. 3260441 and submitted 10 pages of documents on 9/29/22. We were told it would take approx. 30 days to resolve. Numerous phone calls were made. As of 1/10/23, we were advised all documents have been received, now pending. It has been over three months. Why hasn't this claim been settled? We obtained the insurance through Celebrity, and we feel it is your responsibility to help us, as your reputation is on the line.

We have traveled with Celebrity and are Captain Club members (Antonia - [protected]; Harold - [protected]),
We have been loyal to you, and it is now your turn to be loyal to us. Expecting a quick response and resolution.
Antonia and Harold Blumberg
[protected]
[protected]@aol.com

I am a first timer booking or cruising. I opted to have a "specialist" help me book. What a joke, First time I called to book a cruise as advertised...499 + all the little print add on's. when I looked at my cruise booking my total was around $2200. That was on 12/8/22. So I called the "specialist" explaining that 499+499 even with fees does not equal $2200, no problem... he would fix it. My daughter was looking at the booking today 1/8/23 and said your cruise ends in Canada not Seattle. When I spoke to the "specialist" today, I was told "If you would like to change your booking that will be an additional $200. At this point my 499+499 cruise is costing me almost $2000 or I can get a 1 way airline ticket to Seattle and fly back home with a one way ticket from Canada. After being on hold for over 3 hours, back and forth between"specialists", the head specialist is going to"help me". So now my 499 +499 cruise is costing me $2400. I would call this false advertising. They have you over a barrel. If you cancel they keep your 500. I don't know what to do but cry at this point. This vacation is now costing me over $1000 more than anticipated. The"specialist"which are supposed to"HELP" have made things worse. I feel ripped off.