Quarantined onboard - did you receive your cruise rebate yet

[stromer]

My wife and I were quarantined on a recent Celebrity cruise for 5 days because of Covid and was told we would get a prorated cruise refund in 7 to 14 days after our cruise ended which was Aug 31.  It has now been 18 days with nothing received yet.  What has been the experience of others in the same situation?  How long did it take to get your refund?

Thank, Rick

[quicklabs]

Took about 3 weeks for us.

[Stem to Stern]

Hi Rick.  Sorry about the quarantine situation.  After experiencing this I had to go chasing after my refund last year.  Call Captain’s Club very early tomorrow morning and tell them you were told on board that someone would be reaching out to you.  Kindly ask that you have a resolution today.  Grab your original invoice and a calculator and determine how much of a $$$ refund you are expecting before you pick up the phone.  For example if it was 5 days in quarantine on a 10-day cruise I would expect a 50% refund.  You may not get any of the taxes or port charges back, but just the basic cruise fare.  They may tell you the refund may take up to 21 days to appear on your credit card statement and it will.  I am really sorry you were one of the unfortunate ones.

[Empress217]

We were on a B2B Alaska sailing and quaratined for the entire 2nd cruise in May and I'm still waiting on a refund.

[jelayne]

1 hour ago, Empress217 said:

We were on a B2B Alaska sailing and quaratined for the entire 2nd cruise in May and I'm still waiting on a refund.

What is Celebrity or your TA saying why your refund is taking so long?

[zacsc]

Thanks for the thread. Contacted Xfinity last week about Covid On Board credit and was told 7-14 business days. To hear Empress 217 is still waiting 3 months out is not encouraging. 

[zacsc]

UPDATE-- Just checked and our Covid credit back to our card has been posted. Must say could not be more impressed with the way Celebrity handled the entire Covid experience on board and after. Did not have a travel agent, booked with Celebrity direct. 

[woldridge]

Our cruise also ended on August 31 and my husband and I were quarantined for 8 days.  The letter I was given about the refund says 7-14 business days.  Because there was a holiday in there, I should hear back by the 22nd at the latest.  I have not heard anything yet.

[Ex-Airbalancer]

Almost 4 months 

[rlbeck]

7 hours ago, woldridge said:

Our cruise also ended on August 31 and my husband and I were quarantined for 8 days.  The letter I was given about the refund says 7-14 business days.  Because there was a holiday in there, I should hear back by the 22nd at the latest.  I have not heard anything yet.

Nothing yet for us either. My wife tested positive and was in quarantine for the last two days of this cruise, and along with me, for almost the entire next 11-night sailing to Quebec City and back to Boston.

[letsgogogo]

Curious… if you win a MoveUp bid and pay substantially more than your original booking, do they include that spend when calculating your prorated daily refund?

[Louloupops]

On 9/18/2022 at 6:59 PM, quicklabs said:

Took about 3 weeks for us.

How was the refund calculated? Prorated for each individual?

 

 

[Louloupops]

On 9/18/2022 at 7:58 PM, Stem to Stern said:

Hi Rick.  Sorry about the quarantine situation.  After experiencing this I had to go chasing after my refund last year.  Call Captain’s Club very early tomorrow morning and tell them you were told on board that someone would be reaching out to you.  Kindly ask that you have a resolution today.  Grab your original invoice and a calculator and determine how much of a $$$ refund you are expecting before you pick up the phone.  For example if it was 5 days in quarantine on a 10-day cruise I would expect a 50% refund.  You may not get any of the taxes or port charges back, but just the basic cruise fare.  They may tell you the refund may take up to 21 days to appear on your credit card statement and it will.  I am really sorry you were one of the unfortunate ones.

How was your refund calculated? If one person of a couple is quarantined in a separate room how will the prorated fare be calculated? 

[woldridge]

My refund for 8 days of quarantine was due today.  I called yesterday, was transferred twice and finally got a very helpful person.  There was no record of anything being done for a refund. She sent an e-mail to the Engagement Center with the details of our quarantine dates and a copy of the letter I was given on-board stating a refund would be given for the days in quarantine. She sent this not only to the department but also two supervisors in the department.  Today I got a call from Celebrity. They are making the refund to my credit card, which I had to confirm the number, name on the card and expiration date. I was told that I should receive the credit in 2-3 weeks. If not, I was given a reference number to follow-up.  While my husband did not test positive at first, when they retested on day 6 of quarantine, he was also positive. They paid for all 8 days of him being in quarantine with me. If the other person in the room left the room for another room, I do not think they would be reimbursed as they still were able to enjoy the whole cruise.  The credit was for both of us for the whole 8 days.  I calculated the credit by taking the total paid minus options, divided by 12 (number of days in the cruise) then multiplied by 8 (number of days in quarantine).  I was under by a little less than $200 so I am thinking it they gave back some of the taxes and fees. 

 

I would suggest that if you are due a refund, call the Engagement Center at 844-418-6824 and get the ball rolling.

[stromer]

I called Celebrity today and they said I have to call my Travel Agent to get the Quarantine refund even though the letter X gave me said they would send out the refund in 7 - 14 days.  What a waste of time  -  I could have called my TA on day 2 and got the process going.  All they would have had to do is put in the letter to contact your TA to get the refund process going.  Maybe this method allows X to keep your money longer.

[Ex-Airbalancer]

7 hours ago, stromer said:

I called Celebrity today and they said I have to call my Travel Agent to get the Quarantine refund even though the letter X gave me said they would send out the refund in 7 - 14 days.  What a waste of time  -  I could have called my TA on day 2 and got the process going.  All they would have had to do is put in the letter to contact your TA to get the refund process going.  Maybe this method allows X to keep your money longer.

That is the first time I heard you had call you Travel agent , and I had a number of conversations with the executive office to get our refunds 

[Sox Fan Cruiser]

On 9/21/2022 at 5:14 PM, Louloupops said:

How was your refund calculated? If one person of a couple is quarantined in a separate room how will the prorated fare be calculated? 

I was told that it’s based on the number of people quarantined.  If only one went into quarantine and the other kept going about the ship, I don’t think that person gets a refund. But if both cabin mates quarantine, even if only one is positive, the refund is for both people. 

[woldridge]

10 hours ago, stromer said:

I called Celebrity today and they said I have to call my Travel Agent to get the Quarantine refund even though the letter X gave me said they would send out the refund in 7 - 14 days.  What a waste of time  -  I could have called my TA on day 2 and got the process going.  All they would have had to do is put in the letter to contact your TA to get the refund process going.  Maybe this method allows X to keep your money longer.

I did have a travel agent but Celebrity handled everything and never mentioned getting my TA involved.  Typical Celebrity information.

[stromer]

Per my original post regarding having to call my TA to ask for my quarantine refund,  I got an email back from them with my refund amount.  I could not calculate what it was based on because I have had several upgrades from the original cruise booked for 2020 and 2021 which were both cancelled plus I had Celebrity air booked.  Thus the calculation was complex but it was based on 2 people being quarantined for the full 10 days plus other unknown amounts but the amount was higher than I thought.  The TA said X would send my refund within 45 days.

[rlbeck]

1 hour ago, stromer said:

Per my original post regarding having to call my TA to ask for my quarantine refund,  I got an email back from them with my refund amount.  I could not calculate what it was based on because I have had several upgrades from the original cruise booked for 2020 and 2021 which were both cancelled plus I had Celebrity air booked.  Thus the calculation was complex but it was based on 2 people being quarantined for the full 10 days plus other unknown amounts but the amount was higher than I thought.  The TA said X would send my refund within 45 days.

Thanks Rick, that is about the same I heard from Celebrity's agent when I called this morning..... 30-45 days. She took my CC # and gave me the reference numbers. We were on the B2B.

[SbbquilterUT]

On 9/21/2022 at 3:14 PM, Louloupops said:

How was your refund calculated? If one person of a couple is quarantined in a separate room how will the prorated fare be calculated? 

Our experience was prorated per passenger - I was quarantined for 6 days and DH was 3 days.  Took a couple calls with the Engagement Center to verify amount.  

[renroc13]

Glad to find this thread.

Were any of you mandated to remain in Canada for ten days after the day you tested positive onboard which is considered day 0.

 

We sailed from Vancouver to Alaska and back to Vancouver. I tested positive three days before we arrived back to Vancouver and we were told we would have to remain in Vancouver until Oct 1 day 11. I read this but am trying to find out exactly whose law this is….Canadian, not US I suspect, or agreement with cruise lines who began to sail again in Canada.

 

We were escorted off the ship to busses….almost 50 on this sailing. Canadians dropped at parking lots to get their cars to drive home and others like us (we are American) were dropped at the hotels we had to find with a letter saying Celebrity will pay 250 per night for 10 nights and 100 a day for food. The Canadian citizens are told they can return to work on day 5 with no symptoms after a positive test. Not certain why we are here for 10 plus one day.

 

Any insight appreciated.

Thank you,

Karen

 

 

 

[stromer]

You were on a cruise a year ago.  We were on a similar cruise in June 2022 and the rules you stated were no longer in effect.  This cruise did not end in Canada but Boston.  All who had Covid just got off the ship and went home by flight or however means they had planned. 

[jandan3]

We were on the same cruise. Quarantined for 10 days. I called very early Wednesday morning. Spoke to a delightful woman who agreed to expedite our refund. According to her we should receive it 7 - 14 days. She would not or could not tell us how much we would receive as we booked through a travel agent n

[Jim_Iain]

On 9/21/2022 at 1:51 PM, Louloupops said:

How was the refund calculated? Prorated for each individual?

 

 

Number of days for the full cabin price not prorated by person.