Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over a year before our sailing date to in ****, we called Celebrity Cruise Line to cancel our cruise. There was no discussion in the call from the representative suggesting we should not cancel, we should ask for cruise credit or that we would not receive a refund. In fact, I asked the representative how long it would take to receive the credit for amount paid and the rep stated ***** days. End of call. We cancelled our cruise for a few reasons and as these reasons piled up it became clear to us we could not take this trip. First of all our dear friend cruising with us, as this was a bucket list trip for us all, has passed away. His name is *************************** and he and *************************** have also cancelled. She is submitting his death certificate. Second world safety in light of conflicts which have worsened have made us fearful to travel overseas. And lastly, the again rising covid numbers make it impossible to travel overseas and feel at all safe. When we did not see the refund come into our bank, We called Celebrity back, only to be told, to our utter shock, that we would not receive any of $900 back. $100 or even $200 would be unacceptable but $900 is an absolute crime and scam to steal money from people. The representative practically laughed at us but did not offer to help direct us in any way. There is no way anyone would just agree to losing $900, and Celebrity knows it which is why their tactics are so sneaky and decieving. Had we been informed in the first call, there is no way we would not have asked for future cruise credit or some other arrangement. The cruise was on Celebrity Ascent on 9/2/**** - 9/14/****.As always, we purchased travel insurance with Aon, also sold on the Celebrity site, and so we have filed a claim with them. More run around. Our claim # is *******

  Business Response

  Date: 10/30/2023

  Dear *****************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Ascent sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I was sorry to learn you cancelled your sailing. Upon review of your reservation, I show this cruise reservation was created online. Regrettably, reservation was booked as Non-Refundable. Because you booked under a non-refundable deposit, we cannot refund it. Please contact your insurance provider. 
  
  We look forward to having you sail with us! 
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20787681
  
  I am rejecting this response because this is no response at all. The cruise line is deceptive. Again, during the call made to cancel zero information was shared from celebrity representative that we would not get refund, in fact, when asked how long it would take for refund to appear back in our account, rep replied by giving number of days. No offer to receive cruise credit. No mention that we might want to reconsider because we will lose $900. Bait and switch as only one rate offered online, not 2 rates offered with one being refundable and one not. We will accept future cruise credit of $900 but we will NOT accept handing celebrity cruise line $900 for NOTHING. 
  
  Sincerely,
  
  Charm ******

  Business Response

  Date: 11/01/2023

  Dear *****************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Ascent cruise. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to your rebuttal. 
  
  *****************, we are unable to provide you with the deposit amount you are requesting; it has been held in penalty because you booked under Non-Refundable deposit rate. 
  
  Have a wonderful day. 
  
  Sincerely, 
  
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 11/01/2023

   
  Complaint: 20787681
  
  I am rejecting this response because these are just continued excuses. I ratify my previous statements. Either a refund or future cruise credit are the only acceptable resolution. Celebrity doesnt get steal $900 from people just because you say you do, and for zero services or products. Its just plain wrong and unacceptable. 

  
  Sincerely,
  
  Charm ******

• Initial Complaint

  Date:10/26/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have cruised 4 times in 2 years with celebrity cruises and the workers at the lower levels are great but every time we have had billing issues with them and this time **** the line, we will never cruise with them and will be taking further action against them, our debit card was deactivated on the cruise due to multiple attempts to charge the same amount out of the country. A fairly common issue, however this time the bank deactivated our card and we couldn't do anything about it until getting off the ship and going to the bank for a new card.... Also fairly common, however, the front desk manager refused to allow us to speak to upper management and advised we would be arrested in ***** upon arrival due to the unpaid bill. At which point we had a family member transfer money to a prepaid card we had and were able to pay the bill in full. They then deactivated our room keys which also meant we couldn't get drinks with our cards although we paid for the premium unlimited drinks package, we spent 4 hours dealing with this on the last night of our cruise and were treated like absolute trash and were told no refunds would be issued. I do not trust these guys and hate that l've spoken so highly of them and referred two groups of people to them one of which was on board for this and also will never cruise with them again even though we all have multiple free cruise rewards for them.

  Business Response

  Date: 10/30/2023

  Dear **************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Summit sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  Thank you for choosing to spend your vacation with us. We hope you had a wonderful time on board. 
  
  All of our ships operate on a "cashless" system, meaning your boarding card, also known as your SeaPass card, will be used as a charge card to make all onboard purchases. To activate this SeaPass account, most guests provide a credit card ************************************ Discover) to pay for all charges at the end of their cruise. Alternately, the SeaPass card may be activated with traveler's checks, debit cards or cash. A running tab of all your purchases will be kept under separate folio numbers for each guest, and an itemized statement will be left in your stateroom the night before disembarkation. If you provided a credit card and there are no discrepancies, the amount will be charged to your account on the morning of disembarkation. If you have used traveler's checks or cash to activate the account, you will need to settle the account at the Guest Relations Desk to either receive a reimbursement of the unused amount you originally deposited or to pay the balance remaining beyond what you originally deposited. The pre-authorization holds are sometimes placed on an account to make sure guests have the proper funds available. 
  
  **************, we remain hopeful that this unfortunate situation has not spoiled your more positive memories of your voyage. It would be our pleasure to welcome you on board one of our ships again. 
  
  Sincerely, 
  
  
  
  
  **************** Miguel 
  Celebrity Cruises

  Customer Answer

  Date: 10/30/2023

   
  Complaint: 20785179
  
  I am rejecting this response because: it does not address the issue at all. I understand how the seapass works obviously since this was my 4th cruise.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/02/2023

  Dear **************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Summit cruise. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to your rebuttal. 
  
  With no funds available in your account to pay, you had no possibility to continue consuming since, as you know, your card was rejected, the reason why your SeaPass account got deactivated. 
  
  Thanks for understanding. 
  
  Sincerely, 
  
  
  
  
  **************** Miguel 
  Celebrity Cruises 

• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a trip on 1/8/23 for three( myself and my two sisters) I didnt add their names and was repeated emailed asking for the names. I called customer service 10/18/23 after my sister was told by her Dr she could not travel because of her surgery. When I spoke to the rep I asked about name changes and cancellations and was told it was $100. Later that day I emailed the rep that had been emailing me and asked for the cancellation policy because my two guests couldnt go and I needed to cancel. The guests were cancelled but no policy was provided. Now I am told I am in the penalty period as of 10/10/23 and will not be refunded and cant name change. Now paying $1500 for one guest, instead of the original $1500 for three. Called 10/23/23 after my guests were cancelled BEFORE I was given or told the policy and wont refund or change my trip. Spoke to a supervisor and she had me on hold for 30 mins before disconnecting and never calling back. I called back again and the new representative was arguing with me. Telling me the policy is online and on the invoice and they dont have to give it to me. When I said why wouldnt they direct me to the policy BEFORE cancelling anything when I clearly didnt know the policy she said were human and make mistakes. I told her that mistake is costing me money. She said it was my responsibility to know the policy. She was arguing with me as if this was a personal argument. This has been the worst customer experience I have ever had. I called to confirm the policy and its my responsibility to know the policy. Awful.

  Business Response

  Date: 10/26/2023

  Dear **************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Summit sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I am sorry you encountered trouble obtaining an accurate remaining balance for your upcoming sailing onboard the Celebrity Summit, departing on November 09, 2023. 
  When the booking is paid in full, we need all the guests' names added to the reservation. Your reservation was booked as triple occupancy, then back to single occupancy, price changes. I regret your disappointment pertaining to our single supplement cruise pricing. While we understand your desire to receive a discount for sailing as a single passenger, we hope you will understand that the cruise vacation industry is a competitive business. With a limited number of staterooms available on each ship, our viability as a cruise ship line depends on leaving port as close to optimum capacity as possible for any given sailing. Accordingly, double occupancy is considered the default stateroom arrangement for Celebrity Cruises, as well as the entire cruise industry. Because of this, the offering of reduced-price single occupancy staterooms remains a rare occurrence. Although there are no current plans to change our pricing options, your feedback remains important to us and will be reviewed further at the internal level for future consideration. 
  
  A refund of $605.06 disbursed to your American Express card ending in 2007 on October 26, 2023.  
  
  Were glad youve taken the time to share your thoughts with us. Were thrilled to have you joining us and will do everything we can to make your vacation memorable. 
  
  Sincerely, 
  
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20772468
  
  I am rejecting this response because: I am not seeking a discount on single pricing. I am seeing a refund on the ticket for my second and third guest. I was told I was penalized 100% of their ticket when it was cancelled. I spoke to a representative who told me that cancellation or changing the date of the ticket was a $100 fee per passenger. The cancellation was processed without first telling me the cancellation policy as requested. I found this out when I called to try to move the date for three person booking and pay the $100 per person fee I was told it would be.

  I consistently received misinformation and horrible service as one of the representatives ARGUED with me and told me it was my responsibility to read the invoice and know the policy EVEN AFTER I spoke to a representative who gave me misinformation rather than directly me to the invoice ( as your representative so ridiculously claimed that I must to get the correct information instead of obtaining this from the customer service team).

  I do not want a discount. I want either the price I was told it would be to change a reservation for three people to a different date. OR  refund minus the $100 per person fee I would told it would be. Seeking a refund minus a $100 fee (the price I was told by your customer service team) is hardly a discount. It is a refund and honoring of the information I was told by your representative. 
  

  Also I have still yet to receive the cancellation policy or any response to my email from **** requesting that policy.  Not even a direction to view my invoice. No response is exactly the type of awful service and difficulty that lead me to a position to be penalized 100% for passenger # 2 and #3.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 10/31/2023

  Dear **************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Summit cruise. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to your rebuttal. 
  
  Kindly note that all taxes & fees and additional cruise components purchased directly through Celebrity Cruisesincluding transfers, hotel accommodations, pre-paid gratuities, and shore excursionswill be completely refunded in the event of a cancellation. 
  
  The $100 per person fee is for change ************* date only, prior to final payment date; this does not apply for cancellation. 
  
  We are delighted you will be sailing with us aboard the Celebrity Summit and understand your wish to receive the best deal available. Pricing and availability constantly change and there is no reduced price for single occupancy, therefore, there is no Cruise Fare refund for cancelling guest 2 and 3 but taxes and fees have already been disbursed. 
  
  I hope this helps. 
  
  Sincerely, 
  
  
  
  
  **************** Miguel 
  Celebrity Cruises 

• Initial Complaint

  Date:10/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Celebrity Cruise canceled our itinerary for 3 days in ****** and the 2 days in *****! Thats more than half the ports/days, and exactly why EVERY customer booked this cruise! ********************** still has yet to offer REFUNDS 'and' Future Cruise Credit (FCC) for cancelling more than half the ports. In a previous complaint, they cancelled ****** service AFTER i reserved and paid. This is a continual predatory behavior by Celebrity. Cruisers BEWARE!

  Business Response

  Date: 10/20/2023

  Dear **********************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Apex sailing. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  The safety of our passengers is always our foremost concern. Thus, Celebrity Cruises is constantly monitoring the political climates of our ports of call and has strategic teams prepared to address a variety of situations. If we feel it is unsafe for our guests and crew members to visit a particular destination such as ******, that port of call will be cancelled, and we will do our best to replace it with a suitable alternative, as we have done. Although I certainly empathize with your disappointment concerning this alteration to the sailing schedule, our Cruise Ticket Contract states that we may modify the itinerary for any reason. Due to this, I cannot provide you with the compensation you have requested. 
  
  **********************, thanks for being so loyal to Celebrity Cruises! We really appreciate your ongoing support and cant wait to welcome you aboard Celebrity Infinity next 2025. 
  
  Sincerely, 
  
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 10/23/2023

   
  Complaint: 20712134
  
  I am rejecting this response because:
  Both ****** and ***** were cancelled. 
  Thats five whole days and three ports of call gone. 50% of the original cruise itinerary gone. Replacement ports were not comparable by any stretch. 95% of guests including me booked this itinerary for ***** and ******. Not for ****** or ******. I would never book this current replacement itinerary as it is only for ****** ****** and ******. Loyalty is rewarded with a recognition this itinerary change is not minor and the replacement itinerary is not comparable. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/01/2023

  Dear **********************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Apex cruise. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to your rebuttal. 
  
  Im sorry to hear that youre disappointed with the missed ports of call due to security reasons for ************ of Emergency War.  
  
  More than anything, we want those who sail with us to find safety, which we do not consider predatory behavior. We hope not to have to worry about calculating value in case of emergencies which enhances the vacation experience for all our guests. 
  
  I truly understand your hesitation in sailing with Celebrity Cruises again, however, we are unable to offer any compensation. 
  
  Thanks for your understanding. 
  
  Sincerely, 
  
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 11/02/2023

   
  Complaint: 20712134
  
  I am rejecting this response because:
  Celebrity should recognize their loyal members and off some sort of discount or partial refund for this massive itinerary change. ***** was cancelled for no reason. That was a bad decision by celebrity at the expense of paid customers because celebrity knew they could get away with taking advantage of us

  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:10/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Celebrity Cruise Line Royal Caribbean **** 493 **** Re: Celebrity X's Cruise from September 16 - 24, 2023 ***********************, Account# , Cabin# **** Witness - ***********************-*********************, Account#..Cabin# **** To Whom It May ******** It is with great anguish, sadness, and emotional distress that I write this letter of complaint on the 8th day of what was to be a hard earned vacation cruise. This is because I was utterly disrespected by Celebrity Xs Customer ********************.On Saturday, September 23, 2023, I purchased 1 large bottle of Genuine Curacao Liqueur and 4 packs of Genuine Curacao Liqueur gift set 5 colors. Later, I realized that the items I had purchased on shore had not been returned or delivered to my room. No one could provide me with an explanation as to where my items were. I did everything on my part by providing them with my name and cabin number when they confiscated my alcohol upon return to the cruise ship. They in return did not provide me with anything such as a ticket or number for them to relinquish my items back to me.I ******** Celebrity Xs Customer ******************** that the liquor bottles had not been returned to me at 1PM. Celebrity Xs Customer ******************** called their Wine and ******************* and ******** them of the missing items. However, the Wine and ******************* stated they had already distributed purchased items to passengers. The Wine and ******************* stated that they would search for my liquor and call once the items were located.At 6pm, I returned to my cabin to check on the status of my request. I was surprised that I did not find any messages from Celebrity Xs Customer ********************. Therefore, I proceeded to the Guest Relations counter on deck 3 for them to provide me with an update on my missing bottles of Genuine Curacao since they didn't have the decency to reach out to me first. Two hours of an empty investigation not to mention, a waste of my time. Time that coul......

  Business Response

  Date: 10/12/2023

  Dear ****************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Summit cruise. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  Listening to our guests is the best way to ensure we provide the best possible sailing experience, so we are grateful you have taken the time to share your feedback regarding your recent stay aboard the Celebrity Equinox. I am sorry for the inconvenience you encountered during your cruise vacation. I certainly regret you felt disrespected when you were interrogated by our crew in order to find your items. Your input has been shared with the proper shipboard management teams, who will review your comments and take the appropriate action. 
  We value your insights and assure you that they will be used to improve the Celebrity experience. As we are eager to restore your faith in our brand, below you will find the Future Cruise Certificate offered onboard, for use on a future sailing with Celebrity. Please be guided by the included guidelines and instructions for redemption when considering a future cruise. 
  We hope the offer we have provided helps to convey our sincere apologies and encourages you to sail with Celebrity again. We would love to welcome you back on board so that we may have the opportunity to restore your faith in us. 
  
  Below, you will find your Future Cruise Certificate information: 
  **********************;
  Certificate Number: 1-V3HB20Q 
  Amount: $185 USD 
  Expiration Date: September 23, 2025 
  
  Please refer to the guidelines and instructions for redemption provided within our official certificate email when planning your next cruise. 
  
  To redeem your ***, please visit CelebrityCruises.com/future-cruise-credit or your Travel Advisor. You can also contact us using the below information: ************* and ******: ************** or email us at ******************************  
  We would like to make you aware of some essential information regarding your ***s: 
  Future Cruise Credits are per person, per booking, and valid only for the person noted above. ***s are redeemable towards cruise fare only and are not valid on Complimentary cruises, Incentive bookings, and Charter sailings. 
  All guests are responsible for taxes and fees where applicable. 
  Celebrity Cruises reserves the right to void the *** Savings amount if the guest named above receives other reimbursement. 
  ***s are only valid for cruises on Celebrity Cruises ships, are not transferable, and may not be redeemed for cash. 
  Additional terms and conditions apply. 
  
  We look forward to welcoming you on board soon. 
  
  Sincerely, 
  
   
   
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 10/13/2023

   
  Complaint: 20702341
  
  I am rejecting this response because: 

  This is the same $185.00 that the director of customer relationship place her text while she disrespect my friend and I. 

  Is being disrespect, interrogate, cost $185.00, 

  taking time away from my family and friends worth $185.00. 

  I dont think so, the people at customer relations never apologize for how they treated my friend and I, after the located the misplace items. 

  Now your placing the same $185.00 to dismiss, the complaint. 

  I'll apologize unable to accept this offer.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/17/2023

  Dear ****************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Equinox cruise. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to your rebuttal. 
  
  I remain very sorry that youre unhappy with the compensation weve extended to you. As weve already thoroughly reviewed your complaint, we will regretfully not be making any further changes to our offer. If you decide, at a later time, to take advantage of the credit thats been made available to you, please dont hesitate to reach out to us again, and well be happy to assist. This compensation will remain available for you to accept and make use of until September 23, ****, which is a year from the date it was initially presented to you. 
  
  Have a wonderful day. 
  
  Sincerely, 
  
  
  
  
  ****************************;
  Celebrity Cruises 
  

• Initial Complaint

  Date:10/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sailed on the Celebrity Edge cruise from ********* to **** from July 23 to July 30, 2022. I booked flights for me and my daughter through Flights by Celebrity. I decided to book the flights for the convenience and to avoid any risk of delays that would impact my arrival in time for the cruise. In addition, there was a nominal change fee of $200 if we had to change our flights. Three days before the end of the cruise, I developed excrutiating pain in my back that radiated down my leg. I was unable to walk and had to use a wheel chair. We decided to change our flight to come back a day earlier. It was very frustrating that we could not contact the airline directly. Each time we engaged with Flights by Celebrity the airfare increased and we had to wait for someone in ******* to take care of the flight changes. The customer agent ******************************* was rude and she would not respond to phone messages. I escalated my compliant to Celebrity ***************** and received acknowledgement of my email and phone call, but the Engagement desk would not return my calls either. I have been trying for over six months.I am requesting a refund for the difference in costs to change our flight. I was originally quoted by the **************** on ********************** Edge a fee of $2,870. As a result of poor customer service by Flights by **********************, the cost increased to $4,200 per person, no emails from Celebrity. Due to poor customer service, I had to incur such exorbitant costs. I am requesting a refund of $5,400 ($4,200-1500 refund for return flight x 2). I would have booked my flights directly on American Airlines if I knew about the lack customer service and visibility into the airline flight information. They should have customer service available internationally. I bought trip insurance and was told that the insurance covered if the flight was cancelled or if we could not take the outbound flight. I would have bought flight insurance through American Airlines.

  Business Response

  Date: 10/10/2023

  Dear ************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Summit cruise. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 

  
  Flights by Celebrity is a platform that works in conjunction with the Celebrity Cruises website and filters airline flights so that guests may purchase their tickets at the lowest available rate. This program consistently provides our guests with the best options for transportation to and from their cruise vacation. Guests using Flights by Celebrity are able to utilize their frequent flyer numbers and choose their preferred air carrier, flight itinerary, and seating arrangement. Please note, all air arrangements are subject to the fare rules governed by the carrierincluding, but not limited to, baggage fees, and Celebrity Cruises will follow those rules for any changes and refunds. 
  Once a deposit has been made on a reservation, Flights by Celebrity may be booked between 330 to 7 days prior to the sailing. Guests may visit www.CelebrityCruises.com/flightsbycelebrity to make arrangements or view current pricing and availability. For additional assistance, contact our Flights by Celebrity Support Desk at **************. 
  I see that the request for a change of flight was made while sailing and the Emergency Travel Team was able to assist with your request. As we have already thoroughly reviewed your complaint, we will regretfully not be making any refund. 

  
  We are happy you chose to sail with us. Hopefully, we will be able to welcome you aboard one of our ships again soon. 

  
  Sincerely, 
  
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 10/18/2023

   
  Complaint: 20683082
  
  I am rejecting this response because: Celebrity did not explain anything additional information except to reiterate what is on their website. They said the thoroughly reviewed my account but did not explain why i was not *********** a refund.

  When i booked the cruise their representative told me that i had trip insurance and that if i had to change my flight it would be a $200 per ticket change. I did not expect such an exhorbitant increase in airfare.  It was very difficult to get any information about our options to change the flight and in the beginning we couldn't get information to ensure that we were sitting together on the outbound or inbound flights. Then when i needed to change the flight while I was on the ship in *****, they did not have any representatives that i could speak to due to the time difference. The emergency team was located in ***** so the fare increased.  If they are not willing to provide me with a refund. I would like to receive a credit for a future cruise.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 10/20/2023

  Dear **************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Edge cruise. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to your rebuttal. 
  
  The Emergency Travel Team is available 24 hrs. a day by phone, we regret the airfare was higher when you changed flights, we regret not being able to compensate for the changes as we are subject to the fare rules governed by the carrier. 
  
  Sincerely, 
  
  
  
  
  ****************************;
  Celebrity Cruises 

  Customer Answer

  Date: 10/27/2023

   
  Complaint: 20683082
  
  I responded on 10/19 but I dont see that it registered. I am rejecting this response because I relied upon Celebrity  Cruises ***************** when I had an emergency. I was not able to talk to anyone due to 6 hour time difference. The price went up while I was waiting to talk to the agent.I was told I would only i incur a cost of $200 per person if I needed to make a change.  They should have an international staff to help passengers on international cruises. I would be happy with a credit for a future cruise.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 10/27/2023

  The flights by celebrity team was not available 24 hours a day. We had to wait for ***** working hours. Also when the flights were changed we did not get emails but only a printed copy from the concierge. The device was terrible. I would like to receive a credit. 

• Initial Complaint

  Date:09/20/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sailed on the Celebrity Millennium to ****** on 9/8/2023. The whole cruising experience on this boat was not something that I will ever repeat. The ship had poor stabilizers and we ran into bad weather in the middle of the night the first couple nights out. The closet doors banged all night. It was awful. Then everyone on board got sick. I think this is solely due to the fact that they don't do a lot of sanitizing on the ship. I saw no one doing this.But the real complaint I have is that when I got my final bill I notice these non refundable short excursion credits. When we cancelled the excursions we were not told that these would be shown as non refundable on board credits. She told us that we would receive a credit on our credit cards. I tried to call and the person was supposed to get back to me yesterday to explain this. Because to look at the bill it is very confusing. The booking no. is 2710623.It appears that Celebrity charged me $131.88 for the unused portion of this credit. Again, not exactly 100% sure what credit is. I would like to be reimbursed for this charge of $131.88.I can tell from the rating Celebrity has on BBB that this will probably not be resolved. But I also know that I am in a 55+ well to do retirement community and am active on ******** and if this does not get resolved to my satisfaction I will be using those platforms to air my complaints.

  Business Response

  Date: 09/27/2023

  Dear *******************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Millennium cruise. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I regret any confusion regarding the refund you were expecting. Kindly note that promotional Onboard Credits are non-refundable, and any portion not used during the cruise is forfeited. It is for this reason that you will not be receiving the $131.88 credit reflected on your onboard expense account. I am sorry for the disappointment this will cause. 
  
  If you have any specific questions, please feel free to contact ** at ************ (North America), **** 493 **** (**), or ************** (worldwide). 
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 09/28/2023

   
  Complaint: 20633240
  
  I am rejecting this response because I was told on board that this would be credited back to my credit card. Had I known different I would have done things differently.

   

  i had a rotten time on your aging ship and will probably never cruise with Celebrity. 

   

  i think what you did here is very deceitful. Is this how you make money. Overpriced cruises for what you get and charge clients for refunds that they were told would go  back on credit card.
  
  ************************************************

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a cruise, completed, paid in full, and received a bill for an additional $100.I have been on the phone with customer service for over an hour and cannot obtain any assistance.I need this resolved. I have attached the screenshot of the amount that was due and paid along with my reservation number and exactly what I paid. I have also attached your follow up invoice requiring additional funds. This is unacceptable and false advertisement to demand more money after booking.

  Business Response

  Date: 09/29/2023

  Dear ***************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Summit cruise. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I am sorry you encountered trouble obtaining an accurate remaining balance for your upcoming sailing onboard the Celebrity Summit, departing on October 26, 2023. Our IT team has been made aware of this issue and is working diligently to inform us what happened. We are honoring the amount you got confirmed at the website, I have adjusted the $100 USD we are refunding to your VA ****. Please allow 1 to 2 weeks for the credit to appear on your account. Please be advised that your reservation has a second guest missing to add the name and it is important to update this information. Please call ************ from North America to provide the second guest's name. 
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

• Initial Complaint

  Date:09/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *Start by reviewing the attached email conversation that reached a dead end*Celebrity, What you've done here is more than an inconvenience; it is objectively illegal. You offered a service on your website. You accepted payment for that service. Then, you came back and changed the product originally advertised, downgrading it without offering any concessions. I don't think you understand that I would have clearly purchased the cheaper option when it was on sale if I had known that you were going to give me the cheaper experience in the end. You are essentially attempting to take money from me. This (that is, the handling of the issue) is not something that your local partner is doing. It is something you're doing, and you are directly responsible.At the bare minimum, you should refund me the difference between what I paid for the better experience and what I would've paid at the on-sale price for the thing you are now attempting to force me to accept.************************* Reservation #*******

  Business Response

  Date: 09/20/2023

  Dear ****************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Infinity cruise. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  It is great to hear you and ***************** are into ******** shore excursion! 
  
  We have reviewed your request for information regarding shore excursion, Destination Highlight: **************** and ******** ********************* The change was made to avoid cancellation and affecting our guests, this was because of operational reasons from our local operator and there is no price change. We apologize for any inconvenience and remain committed to providing the best service.  
  What we can offer is to cancel the shore excursion and refund in full. We have several shore excursions available for your upcoming sailing that you may really enjoy. In case you need to cancel, allow me to provide you with the cancellation policy. 
  
  As you have access to our website's Pre-Cruise Planner tool, you should be able to make or alter most shore excursion arrangements onlineas well as through our shoreside officeup to two days prior to your sailing date. Please be aware, however, that tours involving flights, trains, special events, or hotel stays must be cancelled at least 30 days in advance for guests to avoid cancellation penalties. This 30-day timeframe also applies to excursions labeled as Private Journeys or Celebrity Exclusives. Any non-specialized shore excursions cancelled through our call center or our website, www.CelebrityCruises.com, at least three days before embarkation date will be automatically and fully refunded to the credit card used to make payment. Once you are within two days of sailing, any shore excursions you have booked but do not wish to take must be cancelled on board. On the ship, basic shore excursions can be modified or cancelled without penalty up to 24 hours prior to the tour's scheduled departure. Kindly note that should you cancel within 24 hours, it will be up to the Shore Excursion Manager to decide if a refund will be permitted. If you sail but simply do not show up for a shore excursion, no reimbursement will be given. 
  
  If you would prefer more personalized assistance, youre welcome to contact our ***************** at ************ (North America), **** 493 **** (**), or ************** (worldwide). We would be happy to help you identify and book the excursions that best match your needs and preferences. 
  
  We really appreciate you taking the time to write to us and cannot wait to welcome you aboard the Celebrity Infinity in March 2024. 
  
  Sincerely, 
  
  
  
  
  ****************************;
  Celebrity Cruises 

  Customer Answer

  Date: 09/23/2023

   
  Complaint: 20606940
  
  I am rejecting this response because: You downgraded the product post-payment. It was purchased at an on-sale that price you offered. If you refund me now, you leave me without any excursion at all, because on-sale prices are no longer being offered. I am requesting an onboard credit to resolve the injustice of your attempt to corner me and force me to accept a downgraded product.

  Do NOT cancel my currently booked excursion.

  Sincerely,
  
  **************************

  Business Response

  Date: 09/27/2023

  Dear ****************: 

  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Infinity cruise. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to your rebuttal. 
  
  We are delighted you will be sailing with us aboard the Celebrity Infinity and understand your wish to receive the best deal available. As pricing and availability constantly changes, we are unable to contact guests when pricing fluctuates for each shore excursion. Therefore, the best way for guests to see current pricing for their shore excursion is to monitor our website, www.CelebrityCruises.com, check emails for Sales we might be running, or call Celebrity Cruises directly. 
  I understand you had hoped to take advantage of our recent sale. After a thorough review, I have determined that we are, regretfully, unable to provide you with the Onboard credit you are requesting. 
  ****************, although we are unable to offer compensation, we would be happy to discuss your experience in more depth. As such, I ask you to contact us at ************ so we may respond to your feedback. Any one of my colleagues would be glad to speak with you. 

  
  Sincerely, 
  

   

  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 10/04/2023

   
  Complaint: 20606940
  
  I am rejecting this response.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/10/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Improper unauthorize charge.

  Business Response

  Date: 09/19/2023

  Subject: *********************************

  Case:20582090
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.
  
  We would be happy to investigate this matter for ******************; however, the information provided is not enough to locate her reservation. If they can provide us with their reservation number, along with the ************* date of the cruise in question, we will be able to locate the details and research this matter.
  
  Thank you for your assistance. We await further reply.
  
  Sincerely,
  
  ******************************************
  Guest Experience Management

  
  

  Customer Answer

  Date: 09/19/2023

  The ***** was a "Celebrity Summit" with the embarkation date 07/23/2023. Reservations I.D. ******* and 4101327 

  Customer Answer

  Date: 09/20/2023

  I did respond already: 

  The trip was to ******* on Celebrity Summit. Embarkation date is 07/23/2023. Booking numbers are ******* and 4101327.

  Customer Answer

  Date: 09/30/2023

  I send already 2 (TWO) e-mails with the requested information and there is no answer.

  Is this being customary? Would someone 

   let me know what is happening?

  Thank you

  Sincerely

  A. Caploon

  Business Response

  Date: 10/01/2023

  Subject: *********************************

  Case:20582090 BK#s ******* & 4101327
  
  Thank you for forwarding a copy of the complaint filed with your agency. We appreciate this opportunity to respond.

  We appreciate ****************** contacting us regarding his reservation with Celebrity Cruises.  Although both brands are owned by Royal Caribbean Cruises **** they are operated as two separate distinct products, as such, we have forwarded his concerns to the department that will be handling his query/ concerns. They would be in a better position to properly address his request and expectation. We sincerely apologize for any disappointment this response may cause.
  
  Thank you for bringing this matter to our attention. We have thoroughly reviewed this complaint and consider it resolved.
  

  Sincerely,
  
  ******************************************
  Guest Experience Management

  Customer Answer

  Date: 10/02/2023

  This is even more then ridiculous!!!! What department it was send to to resolve improper charges and how you can consider the problem was resolved? It's just a legal rubbery!!!!!! You are stilling the money, and the problem is resolved? Should I go to commissioner for justification? I want to know what department you send my business to and how long it will take to resolve it.

  Thank you

   

  Business Response

  Date: 10/08/2023

  Dear ******************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Summit cruise. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  Thank you for choosing to spend your vacation with us. We hope you had a wonderful time on board. 
  We have reimbursed $302.40 USD to MC **** for the amount charged, it has been disbursed on October 05, 2023. It has been a pleasure speaking with you. If you have any additional questions or concerns, please dont hesitate to reach out to our Engagement Center at ************, and we will be happy to assist. 

  
  Have a great day! 
  Sincerely, 

  
  
  ****************************;
  Celebrity Cruises

  Customer Answer

  Date: 10/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me.
  That was a financial part of the complaint. I was promised by the supervisor to get another part of the complaint to be resolved. 

  Thank you
  Sincerely,
  
  *********************************