natshala Posted January 7, 2023 #1 Share Posted January 7, 2023 I canceled a cruise a month ago. Promised a refund in 7 to 10 days. Still haven’t received it. Called my TA twice. Both times TA called X resolutions who indicated the refund would come “soon.” Still nothing. My TA (who cannot be named) is a VERY LARGE retailer but doesn’t seem to have any clout. X won’t talk with me directly. One question is how much help should I expect from my TA? X also owes me for almost $500 in associated excursions I booked. Still waiting. I’ve learned not to book excursions in advance. Any ideas on how to get X to process my refunds short of filing credit card disputes? Link to comment Share on other sites More sharing options...
jwlane Posted January 7, 2023 #2 Share Posted January 7, 2023 12 minutes ago, natshala said: One question is how much help should I expect from my TA? You should expect help ONLY from your TA. 1 Link to comment Share on other sites More sharing options...
Cajuntraveler Posted January 7, 2023 #3 Share Posted January 7, 2023 I'm also interested in how long it takes for refunds. On Wednesday I cancelled a cruise that is departing today. I am only expecting a refund of the port fees, but I can't file an insurance claim until I know exactly how much I've lost. Link to comment Share on other sites More sharing options...
Oceangoer2 Posted January 7, 2023 #4 Share Posted January 7, 2023 I've been waiting 6 wks for a FCC and also a deposit refund. Haven't contacted X yet...considering the Christmas break as a possible factor. Link to comment Share on other sites More sharing options...
jelayne Posted January 7, 2023 #5 Share Posted January 7, 2023 If you are planning to cancel a cruise and have booked excursions, specialty dining, beverage upgrades or similar that you paid for via credit card I recommend you cancel those before cancelling the cruise. Refunds for cancelling those are a automated transaction and the refunds to your cr card generally show up in a week. We cancelled a cruise on 10/28 and our TA had the FCCs in a little over 5 weeks. 3 3 Link to comment Share on other sites More sharing options...
jkwan Posted January 7, 2023 #6 Share Posted January 7, 2023 Both my wife and I were Covid positive ( pretty mild) halfway through our November cruise and were isolated. Celebrity's letter while onboard said to expect a pro-rated refund 7 to 14 days after the cruise. Three weeks on and there was nothing. So I called Celebrity and I was made to understand that I had to call in to initiate the claim. Not sure whether she was right and the letter was a miscommunication? Anyway, she took our particulars, made the calculations and came up with the expected refund amount. She put through the claim and forewarned me that they have quite a backlog and I might not see the refund show up on my credit card for six to eight weeks. Well. it showed up three weeks later. So, other than the initial "miscommunication". I 'm a happy camper. I booked the cruise through big box online TA but I made the call directly to Celebrity. 1 Link to comment Share on other sites More sharing options...
omeinv Posted January 7, 2023 #7 Share Posted January 7, 2023 Since you've booked with a TA, check your credit card statement for the initial charge you're expecting to see refunded. Was the charge direct to Celebrity, or to the TA? Different TA's use either method. If the charge is to the TA, that's who has your money, and with whom your direct issue is with. If the charge is with Celebrity, of course that's where your actual dispute lies. The other problem is that Celebrity rightly feels you've got an agent, who they have promised will be their only point of contact regarding your booking. You agent now is still servicing a reservation for which they will get no commission, so they are now working for nothing; and thus have little incentive to spend time on your issue. Harris Denver, CO Link to comment Share on other sites More sharing options...
Rare Jim_Iain Posted January 7, 2023 #8 Share Posted January 7, 2023 I recently cancelled a NR deposit and took me 6 weeks to get the FCC. When I went to apply it found that it was only for $400 as oppose to $800 (1,000 deposit less $100 pp). I called and took awhile for the agent to sort it out. Since I had not designated a second passenger they could not process the other half to the second deposit. I was surprised they added an additional $500 onto my current FCC. He said that since I didn't have a second passenger they wouldn't charge me the $100 for that "non-passenger" The FCC was updated while I was on the phone and I was able to apply it the next day for a cruise where final payment was coming up. 1 1 Link to comment Share on other sites More sharing options...
jwlane Posted January 7, 2023 #9 Share Posted January 7, 2023 23 minutes ago, Jim_Iain said: He said that since I didn't have a second passenger they wouldn't charge me the $100 for that "non-passenger" Hmmmm. Sounds like a way to massage the system! Link to comment Share on other sites More sharing options...
Rare Jim_Iain Posted January 7, 2023 #10 Share Posted January 7, 2023 10 minutes ago, jwlane said: Hmmmm. Sounds like a way to massage the system! LOL -- I thought the same thing. 2 Link to comment Share on other sites More sharing options...
D. B. Posted January 7, 2023 #11 Share Posted January 7, 2023 Here is another type of Refund experience.... I did a MoveUp Bid for a Concierge Class Stateroom on Eclipse in November for a South Pacific cruise December 9-20th. 2022. Received the Happy News November 30th. that my offer was accepted, and my Credit Card was charged $1461.50 ! The Problem was that my Bid had been $1190.00 (I was a solo cruises so my Bid of $595.00 was doubled I Knew that) So I called the Celebrity Engagement phone number (844-418-6824) and was shuffled around till I finally got to talk to someone connected to the MoveUp department who ADMITTED they screwed up my Bid and over charged me $271.50 and would initiate a refund. Ok I do the cruise and on returning check my CC account and no refund as of December 30th. (30 days) so on January 6th. I called again and the person I talked to reviewed my past calls and X's actions and said he would Again put in a request for my refund................So the adventure continues.......... 1 Link to comment Share on other sites More sharing options...
JHCruiser123 Posted January 7, 2023 #12 Share Posted January 7, 2023 4 hours ago, jelayne said: If you are planning to cancel a cruise and have booked excursions, specialty dining, beverage upgrades or similar that you paid for via credit card I recommend you cancel those before cancelling the cruise. Refunds for cancelling those are a automated transaction and the refunds to your cr card generally show up in a week. We cancelled a cruise on 10/28 and our TA had the FCCs in a little over 5 weeks. I canceled a shore excursion a month ago now and am still waiting on the credit to my credit card and OBC. I used both to cover the excursion. I've been refunded neither. Link to comment Share on other sites More sharing options...
Oceangoer2 Posted January 7, 2023 #13 Share Posted January 7, 2023 2 minutes ago, JHCruiser123 said: I canceled a shore excursion a month ago now and am still waiting on the credit to my credit card and OBC. I used both to cover the excursion. I've been refunded neither. My OBC was refunded directly to my account which showed up online immediately after cancelling. Still waiting for the cash portion to be refunded 6 weeks later. Link to comment Share on other sites More sharing options...
gerelmx Posted January 7, 2023 #14 Share Posted January 7, 2023 I canceled my cruise on November 28, until today I have not received the refund, 40 days have passed Link to comment Share on other sites More sharing options...
Oceangoer2 Posted January 7, 2023 #15 Share Posted January 7, 2023 5 minutes ago, gerelmx said: I canceled my cruise on November 28, until today I have not received the refund, 40 days have passed Have you followed up? I'm calling on Monday. Link to comment Share on other sites More sharing options...
gerelmx Posted January 7, 2023 #16 Share Posted January 7, 2023 Just now, Oceangoer2 said: Have you followed up? I'm calling on Monday. Yes, I call December 30th, X says pending. Absurd because the purchases in the Cruise Planner were refunded 4 days after the cancellation Link to comment Share on other sites More sharing options...
Boatharbour Posted January 7, 2023 #17 Share Posted January 7, 2023 5 hours ago, jelayne said: If you are planning to cancel a cruise and have booked excursions, specialty dining, beverage upgrades or similar that you paid for via credit card I recommend you cancel those before cancelling the cruise. Refunds for cancelling those are a automated transaction and the refunds to your cr card generally show up in a week. We cancelled a cruise on 10/28 and our TA had the FCCs in a little over 5 weeks. I wanted to change a specialty dining booking which involved cancelling the first booking. It took 5 weeks and three emails before we received a refund. Link to comment Share on other sites More sharing options...
Baynanno1 Posted January 7, 2023 #18 Share Posted January 7, 2023 Lost count of how long . . . each time queried we are told "it is in the system" I think it has disappeared down a deep hole! Link to comment Share on other sites More sharing options...
marianoam Posted January 8, 2023 #19 Share Posted January 8, 2023 Last monday I booked a cruise by phone with a refundable deposit, but when I received the confirmation it clearly stated that it was booked with a NON refundable deposit. I called back a few minutes later, and the new agent said that she should cancel the booking and create a new one (so I paid a new deposit for this new booking). I started checking my credit card account every day and the refund for the canceled booking appeared today (so it took almost a week). Link to comment Share on other sites More sharing options...
fweegy Posted January 8, 2023 #20 Share Posted January 8, 2023 It's a long time honored tradition of RC (Who owns CC) to instantly take your money for purchases but drag their feet in refunding your money. Refunds can take anywhere from 14 business days (For smaller stuff) to up to 2 months for refunding a cruise. Keep checking and stay vigilant. Good luck!!!! Link to comment Share on other sites More sharing options...
Dancing Shoes Posted January 9, 2023 #21 Share Posted January 9, 2023 My canceled excursion was partially refunded in 4 days. The other part I have had to call 12/24 and was told it would be pushed through after holidays were over. Expect 7 - 10 business days after New Years. Link to comment Share on other sites More sharing options...
Cajuntraveler Posted January 11, 2023 #22 Share Posted January 11, 2023 On 1/7/2023 at 9:04 AM, Cajuntraveler said: I'm also interested in how long it takes for refunds. On Wednesday I cancelled a cruise that is departing today. I am only expecting a refund of the port fees, but I can't file an insurance claim until I know exactly how much I've lost. Follow up - On 1/9/23 I sent an e-mail to cec@celebrity.com asking about the refund of my port fees. I did not receive a response to my e-mail, but the refund was posted to my credit card the same day. Link to comment Share on other sites More sharing options...
phoenix_dream Posted January 11, 2023 #23 Share Posted January 11, 2023 I may have won the prize as a refund took 18 months! But not sure if the issue was actually our not allowed to name online booking agency rather than Celebrity Link to comment Share on other sites More sharing options...
Oceangoer2 Posted January 11, 2023 #24 Share Posted January 11, 2023 44 minutes ago, phoenix_dream said: I may have won the prize as a refund took 18 months! But not sure if the issue was actually our not allowed to name online booking agency rather than Celebrity You are a very patient person....18 months would be about 16 months longer than I would be able to wait. How did you get through to them and did they offer an excuse or was it blame on X? Link to comment Share on other sites More sharing options...
natshala Posted January 11, 2023 Author #25 Share Posted January 11, 2023 6 hours ago, Cajuntraveler said: Follow up - On 1/9/23 I sent an e-mail to cec@celebrity.com asking about the refund of my port fees. I did not receive a response to my e-mail, but the refund was posted to my credit card the same day. Thanks for posting that email address. I’m going to give it a try! 1 Link to comment Share on other sites More sharing options...
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