This doesn't seem fair!!

[Jim_Iain]

30 minutes ago, calicakes said:

Would they even engage with me if I booked thru my TA?  My TA told me she reached out trying to get the move up offer money back to no avail. 

Normally someone will respond with a call back regardless of how you are booked.   Sometimes I've been able to get attention that my agent wasn't able to get.    Worst situation you get no answer.

[leaveitallbehind]

57 minutes ago, keesar said:

This just shows the importance of being aware of the rules or having a travel agent who knows the rules.  There were steps that could have been taken by the OP or her representative but were not.  

 

48 minutes ago, calicakes said:

and what were those steps? 

I am curious as well - what steps??  I see no fault by the OP with this and don't know what a TA could have done to affect a different points outcome.  Please enlighten us.

Edited March 6 by leaveitallbehind

[gold1953]

54 minutes ago, Liao said:

I'm so sorry this happened to you, and do hope you are on the mend!  Re the cruise, yes policy is there but some situations warrant a review of a policy, seems to me your situation may be one.  No guarantee of course but perhaps if you write the executive office and state your case to them, maybe they will at least review this with you.  Worth a try, worst they can do at this point is say no, but perhaps after review...  Good luck!

with about 40,000 people on Celebrity ships every day they get a lot of last minute cancellations  for health issues. This is policy as if they break it for one then others hear and all goes wild as all want it . 

[calicakes]

29 minutes ago, Jim_Iain said:

Normally someone will respond with a call back regardless of how you are booked.   Sometimes I've been able to get attention that my agent wasn't able to get.    Worst situation you get no answer.

Do you have Lisa's email?

[Liao]

14 minutes ago, gold1953 said:

with about 40,000 people on Celebrity ships every day they get a lot of last minute cancellations  for health issues. This is policy as if they break it for one then others hear and all goes wild as all want it . 

Still can't hurt to escalate and ask

[Arizona Wildcat]

2 hours ago, calicakes said:

Everyone has an opinion.  Every single thread here on CC has pages and pages of the same responses. 

Agree with same responses,  but do you want some $$ back?

If so, email the executive office.  They will reply as Jim said.  Give them your booking number and give the facts of your injury along with the date of your cruise and your accident.  Just the facts.

No need to mention insurance or anything other that the upgrade that they can refund along with any excursions etc you purchased and port fees.

Last, Chase will cover $10K.  Very simple forms to send them OR bring your medical info (a short letter is fine), cruise info showing paid on Chase Card and make an appointment at your local Chase Bank.  Easiest to  do that one in person if possible.

[WrittenOnYourHeart]

17 minutes ago, Liao said:

Still can't hurt to escalate and ask

I have to agree with @gold1953 here. Thanks to boards like this and social media the days of companies going above and beyond and making exceptions are long gone. Even if the OP never came back on here and said she'd been given the points, she'd tell someone (or she'd be booking another cruise since she's said that this is the reason she's jumping ship) who would put it out there and then every time someone else has something happen where they have to late cancel they'd be screaming "But you did it for one person!! I read it on Cruise Critic (or insert other social media site)!!"

[bjahil47]

33 minutes ago, calicakes said:

Do you have Lisa's email?

The president of Celebrity Cruises is Laura Hodges Bethge.  When I had an issue I emailed 

executiveoffice@celebrity.com and received a response immediately.

 

Good luck and I hope you are healed soon!  

[Liao]

13 minutes ago, WrittenOnYourHeart said:

I have to agree with @gold1953 here. Thanks to boards like this and social media the days of companies going above and beyond and making exceptions are long gone. Even if the OP never came back on here and said she'd been given the points, she'd tell someone (or she'd be booking another cruise since she's said that this is the reason she's jumping ship) who would put it out there and then every time someone else has something happen where they have to late cancel they'd be screaming "But you did it for one person!! I read it on Cruise Critic (or insert other social media site)!!"

Makes total sense.

[Georgia_Peaches]

2 hours ago, keesar said:

There were steps that could have been taken by the OP or her representative but were not.  

Just curious, what steps should one take in the off chance they sustain an injury such as OP's?  Besides insurance, I mean.  Genuinely curious and not meaning to be confrontational.

 

@calicakes, I'm so sorry about your injury.  My hope is that once you fully recover, you plan for this bucket list cruise once again.  It will be even sweeter.  As for the elite perks, it's frustrating but stick with it and you will get there.  Have to agree with another who alluded to the fact that the allure of becoming Elite is greater than the actual benefits.  The most important factor here is that you make a speedy recovery and recoup as much of your cruise cost as you can.  Take care!

[calicakes]

1 hour ago, Arizona Wildcat said:

Agree with same responses,  but do you want some $$ back?

If so, email the executive office.  They will reply as Jim said.  Give them your booking number and give the facts of your injury along with the date of your cruise and your accident.  Just the facts.

No need to mention insurance or anything other that the upgrade that they can refund along with any excursions etc you purchased and port fees.

Last, Chase will cover $10K.  Very simple forms to send them OR bring your medical info (a short letter is fine), cruise info showing paid on Chase Card and make an appointment at your local Chase Bank.  Easiest to  do that one in person if possible.

I never even mentioned money back when I posted. All I talked about was the elite points.

[Arizona Wildcat]

4 minutes ago, calicakes said:

I never even mentioned money back when I posted. All I talked about was the elite points.

If you email the executive office ask for $$ from your move up and and add ons to the basic cruise fare.

Understand you posted about points.  The executive office is likely to refund those monies.   Not give you any points.

[abbydancer2003]

First, I feel for you.  It sucks to have a health issue and you can't cruise.  (I had to cancel in 2022 two days before a cruise due to covid - at least it was at the tail end of coverage, so I was able to use the FCC to move it).

 

That said, if you were to say that if Celebrity has your money therefore you get the points, that would change a lot of things.   DH has paid for most of our cruises, so by that logic, I should be select and he'd be pretty close to zenith at this point.  

 

Also, if you ever get invited for a preview cruise on a new ship, you'd get the points even though you paid nothing.  And all those people who get casino cruises?  I think (correct me if I'm wrong) they get the points for their sailings, even though they're only paying taxes I think.

 

Finally, what would happen if you cancel in 50% penalty?  50% of the points?

 

So I don't think it's fair to call this unfair.  You sail, you get points.  Doesn't matter who paid or didn't pay.  Of course, you are entitled to your opinion, but an opinion doesn't make a fact necessarily.  

 

I'm glad, by the way you had insurance.  And I'm so sorry you had to miss what is probably a bucket list trip.

Edited March 7 by abbydancer2003

[zestyzorra]

Just wanted to say I'm so sorry.  I broke the same ankle & bones in 2020 and it was utterly miserable.  It was during the pandemic so no trip to cancel, so I can only imagine having to do that on top of dealing with the injury. Hope you heal quickly!

[jwlane]

9 hours ago, calicakes said:

  That doesn't seem fair to me.  

I'm curious what the T&C you agreed to when you booked the cruise say.

[mtnlvr53]

9 hours ago, calicakes said:

Yeah, thats a good point.  I booked with a well known cruise TA.  Who by the way, just provided me with my cancellation notice after I asked about 5x.  I needed that notice for the insurance. 

Really, really sad that you missed it. But I read somewhere that they count on your spending considerable $$ once you are on the ship: drinks, spa, specialty dining, shore excursions, etc. They lost all of that income by you not being there.  Sort of the same reason solo cruisers can't pay for a "phantom roommate": not really fair in many ways but a bit understandable because you didn't fulfill your contract through no fault of your own. 

Again, really sorry that you missed this amazing trip. Hopefully you can go on another occasion. If you've got the time, I recommend a land sea trip. I wish Celebrity had them for more than Alaska. We did Princess and it was great: Uluru, Great Barrier Reef, Aborigine tribe, and Sydney: great quick visit of Australia with more time in each location than a normal cruise stop. 
' 

[Loracpin2]

13 hours ago, calicakes said:

I never even mentioned money back when I posted. All I talked about was the elite points.

If no other customers receive the points when they cancel their cruise for medical or any other reason, what makes you think you would be the exception? To quote the lyrics from a famous song....."You Can't Always Get What You Want" 

[terrydtx]

13 hours ago, calicakes said:

I never even mentioned money back when I posted. All I talked about was the elite points.

So sorry to read about your ordeal, having returned last month from our Edge Aus/NZ cruise, I would have enjoyed following your usual great live thread. I think what many here are missing is, your original post and the meat of this thread is about a Celebrity policy of not giving loyalty points for canceled cruises where they keep your payment. I agree that this seems to be an unfair policy and what does Celebrity loose by not doing this? My other surprise was that you were not already Elite since it seems like you have taken so many Celebrity cruises.

 

I hope your leg mends quickly and hope to read your future live threads.

[rcrabb1513]

21 hours ago, calicakes said:

Firstly, I'm female and my insurance is with Allianz( not purchased through the cruise) and my Chase preferred card.  I filed the claim with Chase since coverage is higher.  

 

Your reasoning doesn't make sense.  I'm sure there are folks who've had to cancel who didn't have any insurance.  

 

Its also interesting to note that I paid for a move up upgrade 2 weeks before the accident.  They received an additional 2600 from me for a move up from Aqua to a Sky Suite.  

The cancellation policy is presented when the cruise is booked.  If one doesn't take the time to read it then one shouldn't be surprised when it is enforced.

[IDL]

Another point of view is that, in all likelihood, Celebrity will now be paid twice for the same cabin and therefore requesting the points for being an already loyal customer is a certainly a fair ask.

 

 For instance, I had written corporate and got a higher credit than there were willing to give on the ship at the time of my cruise. 

 

As others have stated, there is no harm in asking.

[Charles4515]

4 minutes ago, IDL said:

Another point of view is that, in all likelihood, Celebrity will now be paid twice for the same cabin and therefore requesting the points for being an already loyal customer is a certainly a fair ask.

 

 For instance, I had written corporate and got a higher credit than there were willing to give on the ship at the time of my cruise. 

 

As others have stated, there is no harm in asking.

I think OP will just get madder if they say no which is likely. 

 

The customer does not sound very loyal to me. And they have not cruised Celebrity that much as they are not yet Elite. I don’t think they are likely to upend their policy for her. 

[mahasamatman]

22 hours ago, calicakes said:

What doesn't seem fair is that Celebrity is going to keep our 10k and yet I don't get the Captain's Club points.  Why? Because I didn't take the actual cruise. That doesn't seem fair to me.

 

Every cruise line, hotel, and airline loyalty program works the same way. That's the way the game is played.

[bikerunner]

17 minutes ago, mahasamatman said:

 

Every cruise line, hotel, and airline loyalty program works the same way. That's the way the game is played.

I don't choose based on vacations or anything based on loyalty programs.  All of them are so watered down at this point its not worth it.  If one does based solely on loyalty programs, to me, not to others probably, it is a foolish way to pick travel.  

[cruisinlawn]

3 minutes ago, bikerunner said:

I don't choose based on vacations or anything based on loyalty programs.  All of them are so watered down at this point its not worth it.  If one does based solely on loyalty programs, to me, not to others probably, it is a foolish way to pick travel.  

 

Agree and do same. Most have little to no value to us as well.  Sad part, many of the so called perks can be bought by a first time cruiser if they're willing to pay.

For many, its become a status symbol for bragging rights. Enjoy 

[calicakes]

2 hours ago, terrydtx said:

I think what many here are missing is, your original post and the meat of this thread is about a Celebrity policy of not giving loyalty points for canceled cruises where they keep your payment. I agree that this seems to be an unfair policy and what does Celebrity loose by not doing this? My other surprise was that you were not already Elite since it seems like you have taken so many Celebrity cruises.

Thank you. That was my point, however, so many people think I want my money back or I want something else.  Whatever, I'm over this thread at this point.  

 

We've taken 7 X cruises, 5 in Aqua, 1 in a suite and 1 in a veranda and still not Elite.