mcmarg

Deliver 42, you might be right about the TA aspect. We booked a future cruise onboard but they alway link it to our existing TA. So I may try having  our travel agent send my email/concerns to Celebrity’s resolution department. Thx for the input.

This has been my experience as well. I have been on hold(30 min.)for an agent & eventually they came on line but could not help me with my issue. I needed the Resolution Dept. The agent didn’t recommend holding for this as they are extremely busy. I have done a mix of holding for them, sending emails x2 then sending an email to Celebrity engagement in hopes that they could get someone to respond to my issue. Absolutely no response. Any ideas would be appreciated. The issue is that I made a future cruise booking onboard my last cruise with a refundable deposit. Now Celebrity states it was non-refundable & have issued a future cruise credit with time  restrictions. I have forwarded copies of the supporting documentation to no avail. If anyone has suggestions how to get a live person   I checked the upper left corner of my invoice & it lists my local travel agent. She tried twice to resolve the matter with Celebrity before I got the baton. 

22 minutes ago, If only said:

Sorry you are going through this, last time we cruised 2019 we booked another cruise.  I know we never liked the wording of a “Future Cruise Certificate”, so we just selected a Cruise that we thought we might go on & if not we changed it & the deposit & onboard credit went with it.  Since we have not cruised since then & we had too many on hold we have cancelled a couple & our deposit went back to the credit card it was taken from. Good luck!

I fully expected them to refund without issue. My next move is to contact my VISA & if no luck there try to forward my issue to the Captain’s club/Celebrity engagement in hopes that they can intervene or direct my issue appropriately. Good to hear that you had no issues with your refund.

2 hours ago, Fouremco said:

While there are a number of Celebrity cruisers who are regulars on the Canadian Cruisers board, I think that you are more likely to get assistance if you repeat your post over on the Celebrity board.

 

I don't recall ever reading about someone experiencing a similar issue. The only question I have is whether the TA actually made the cancellation on time. I'm not suggesting that's the case, but it is the only logical explanation that I can think of off the top of my head. I'm sure you'll get other ideas on the Celebrity board. 

 

I hope that you get your problem resolved to your satisfaction.

Thx for the suggestion, will post on Celebrity board. We were 3 wks. ahead of the Oct. 6 deadline for cancellation. 

Wondering if anyone else is having issues with Celebrity cruise-lines changing a refundable deposit for a future booking that was made onboard to a time limited, non transferable future cruise credit? We are Canadians with mixed Covid vaccines that are currently not recognized by Celebrity for U.S. departing cruises. Thus we cancelled our upcoming Jan. 3, 2022  prior to the Oct. 6, 2021 deadline. My Travel agent had no success despite 2 attempts with a Celebrity agent, same here. I have sent 2 emails to their Resolution dept. without response & spent countless hours on hold for same. Have never cancelled a cruise with Celebrity so this is quite unexpected & disappointing. Anyone else having issues or have any suggestions?