Business ProfileforCelebrity Cruises Inc

I first contacted Celebrity on Monday, March 18, 2024, at 7:11 pm. I had them add my son's name to our booking (ID: ******** this was done, and a new invoice was sent. I also shared that I was concerned I would not receive my **** in time for my sailing and asked if I would be able to switch sailings, he said yes.On Monday, March 25 at 2:01 pm, I called Celebrity to switch my sailing, I was told by the agent this was not possible. I shared what I was told by the first person I spoke to and he told me essentially I was misinformed. I was told my options were to keep waiting or cancel and lose 100% of my cruise fare and be refunded the taxes, fees, and port expenses. I was shocked and upset. I ended the call feeling incredibly disappointed and frustrated as I had initially been told the sailing could be changed.On Tuesday, March 26 at 7:40 pm, I called Celebrity again and this time asked to speak to someone in hopes of resolving this matter. I was redirected to a man from resolutions. I recorded the conversation for my records considering the mixed information I had been provided to this point. This individual did hear me out which I appreciated, he even asked what sailing I wanted to switch to and looked it up, then proceeded to say no, they just could not switch the sailing, that is their policy. Why then would he even ask what cruise I wanted to switch to and give me hope if there was no intention of doing the switch? Again, I was left feeling incredibly disappointed and frustrated. He proceeded to tell me the same information as the other man I spoke to, my only options were to keep waiting or cancel and lose 100% of my cruise fare and be refunded the taxes, fees, and port expenses.I do not want to cancel my cruise, I have never sailed with Celebrity before and was very much so looking forward to it. I would like to switch sailings as this is what I was initially told I would be able to do.