Contacting Celebrity regarding reservation

[hannahsnana]

I had FCC issued due to our first cruise with Celebrity being cancelled in 2020. I booked a cruise online and paid the amount of the cruise less the FCC which should have been credited in 24-48 hours according to the booking information.  When I log in to my cruise now it shows a balance due of the amount of my FCC plus an additional $124. Also my reservation has been locked at various times. I have called the past three days and been on hold hours at a time. I emailed the link through their website for problems regarding a cruise with no response. Is there someone I can contact that can help me resolve this issue? We are Diamond with RCI and have never had this problem before.

[39august]

Try calling very early AM or after 6 PM. I have done so recently and was on hold only about 10 minutes. Be sure to get a copy of the guest invoice when all is corrected. 

[Bo1953]

When is your sailing???

 

bon voyage

[LoveThatCorgi]

My best result was calling around 7am ET.  I had no hold time and a very helpful agent!

[HBDave]

It's been my experience when you have special pricing (FCC's, etc.), the standard agent is not always able to reprice or address your concerns. There's a special department, I believe it's called Resolutions and they can call or transfer you to. They have greater authority in changing existing reservations. I also agree, call M-F. early AM.

Edited November 11, 2021 by HBDave

[roupa]

Patience!  I called today with a few reservation questions...all answered.  Time on "hold" was at least +30 minutes.  I put my phone on speaker and did some laundry, prepped dinner, washed dishes... until I heard a live person respond!   Productive !  (Music and ads during wait time) 🤪

[chocolabmom]

Agreed.  I was on hold yesterday for almost an hour but finally got a rep who was very helpful and took care of my issue.  This was around 3:00 in the afternoon.