Refund rescinded once on board

[Prankster]

We ran into an interesting problem on our recent Millennium cruise. We booked early and price went down and we received a refund that at the time didn't seem to be enough considering what we paid and what the new rate was but we gladly accepted what they offered. We used a third party called Perx. On the 8th day of our 10 day cruise I noticed a $232 charge on our onboard account. After talking to guest services and our travel agent we discovered that Celebrity thought they refunded us too much money and wanted us to return $232. We thought we weren't refunded enough and now they were saying that amount was too much. We received the refund 2 months before the cruise and nothing was said until the end of our cruise about anything being wrong. Our travel agent was no help and Celebrity is just saying they made a mistake but couldn't really explain what the mistake was.

 

Anyone have suggestions or hear of this before? We are Elite members with Celebrity and have cruised many other lines but this is a new and troubling issue we never heard before.

[Bo1953]

Sorry to hear about this issue, yet I believe it is something which your TA needs to investigate and get back to you on.

 

If your TA is not going to bat for you, X most certainly will not, in this situation.

 

You may want to find out if X will reconcile its' bookkeeping with yours.

 

Good luck and bon voyage

Edited January 7, 2022 by Bo1953

[canderson]

Please clarify ... refund?  Or reduction in fare before final payment?  After final, differences aren't refunded - they are dealt with as OBC.

[jelayne]

In our experience with price drops if it is before final payment there is no “refund”, our invoice is repriced and we pay the lower balance.  Under CWC if  the price drops after final payment then the difference is returned as OBC for the cruise.

 

Did you pay in full prior to final payment being due?  If so do you have your initial booking confirmation  as well as the confirmation of the reduced price?  If so tge difference should be clear and your TA can document that to Celebrity.