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:12/07/2023

  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.

  I have not been on a vacation in over 20 years and was traveling with my 26 years old autistic daughter on the Ascent from November *****. The trip was intended for me to have someone wait on me for a change and to also try and see if my daughter would enjoy this type of travel. On Thanksgiving prior, I woke up with severe sciatic pain and wasn't sure we would be able to travel. I got medication and hoped for the best.I specifically picked the celebrity suite because of the separate bedroom for my daughter because it is what she is accustomed to. Day 2 we went into port and came back around 11:00 a.m. and were then informed that the sprinkler went off in our suite and it was flooded. Everything got wet, clothing, shoes, electronics, etc. We were then downgraded to a sky suite which was not ideal (noisy) and not what I paid for. I do realize it is not anyone's fault and just an accident but you should also understand, this was no vacation for me. Day 2 was spent moving, unpacking again, drying things off and waiting for my laundry to be returned so I would have something to wear for dinner. All this extra activity has made my sciatic pain much worse, I am still recovering. I know it was necessary for the workers to clear out a lot of our belongings but to me it was a problem, I am a private person and I would prefer that people I do not know not go through our belongings. I was offered $3022 in credit for my next cruise. I found this to be insulting. Who's to say I will travel with you again? The only one to benefit is Celebrity because I would be forced to pay extra for this additional cruise. I am requesting a full refund especially since the suite we ended up in probably would have cost me $2000 less than the room I actually paid for, along with the disruption we went through. I will also be filing a complaint with the BBB so this is resolved as soon as possible.

  Business Response

  Date: 12/19/2023

  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. 
  
  In reviewing your reservation, I was happy to see that our agent **** did receive your call and is currently assisting you. 
  
  I am sorry for your unpleasant experience.  I can assure you we will continue to improve our services to meet the needs of our guests.  
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 20971769
  
  I am rejecting this response because:
  
  **** has done ZERO to assist me.  
  Weeks have gone by and I have received nothing from her. No FCC, nothing.

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

  Business Response

  Date: 01/13/2024

  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 your rebuttal. 
  
  I see you have talked to our Executive team, and explained there would be no refund, however, we are providing Future Cruise Certificates and Onboard Credit. 
  
  Below are your Future Cruise Certificates Information: 
  
  ***********************;
  Certificate Number: 3-uoq4c17 
  Amount: $2,077 DLLS 
  Expiration date: 01/05/2026 
  
  ***************************;
  Certificate number: 3-UOR5113 
  Amount: $2,077 DLLS 
  Expiration date: 01/05/2026 
  
  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 ******************************  
  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 the cruises on Celebrity Cruises ships, are not transferable, and may not be redeemed for cash. 
  Additional terms and conditions apply. 
  In addition, we would like to offer you Onboard Credit in the amount of $1,000, which can also be used on a future Celebrity sailing. Kindly note, this offer will remain valid until 01/05/2026. When finalizing plans for your next cruise vacation, you are welcome to contact our ***************** at ************ with the certificate number 3-UOR5115 to have the credit applied. 
  It was a pleasure corresponding with you. We really appreciate your feedback and assure you it will be used to improve the Celebrity experience. We hope to welcome you and ******************************************* back on board one of our ships in the future! 
  **********************, it is our sincerest hope that we may welcome you back again under better circumstances. Again, accept our best regards and well wishes. 
  Sincerely, 
  
  **************** Miguel 
  Celebrity Cruises 

  Customer Answer

  Date: 01/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/04/2023

  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.

  Celebrity cruise is withholding a contracted refund and has not responded to my attempts to contact them.On Feb 24, 2023 my boyfriend and I reserved a future booking and were guaranteed a full refund if the booking was not made in 6 months. On Aug 24, 2023 the future booking expired. No refund was made. Attempts to reach the company have been ignored, including by individuals communicated with in the weeks prior to it expiring. The amount paid was $200. The contract states With a Cruise Later reservation, a ************* date are not selected at the time of booking; however, a specific ************* date must be selected within 6 months from creation of the booking or it will expire and the deposit will be refunded. This is a predatory practice. I would like this resolved. The booking ID is *******.

  Business Response

  Date: 11/17/2023

  Good day.

  We have review complaint and we would like to extend our apologies for the misunderstanding as cancelation of a reservation is made as per guest request directly, we do  acknowledge that Terms and Conditions give the impression that reservation will be automatically cancel and refunded; We have already escalated this for corrections.

   

  I would like to confirm that reservation has been canceled and the $200.00 USD place as deposit will be refunded to the original form of payment  VA****2927 within 15 business days.

   

  Thank you for reaching out to us and we hope we have provided a resolution to your satisfaction.

   

  Sincerely,
  
  
  *****************************
  Advisor, ***************** | Celebrity Cruises

  Customer Answer

  Date: 11/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and as long as it is completed I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  R

• Initial Complaint

  Date:10/31/2023

  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.

  My husband and I purchased a cruise through Celebrity Cruises. We cruise every year for the past 10 years. I suffered a stroke 5 days before leaving. I was hospitalized. My husband called Celebrity cruises to cancel. They said we need to wait til cruise was over. We got the run around and then in the end only received taxes paid and port fees. My husband asked to postpone the cruise. No one accommodated us.

  Business Response

  Date: 11/01/2023

  Dear ***************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Silhouette 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 to learn you were not able to sail with us due to healthy issues; I see that your husband, **************, called and he was advised by one of our representatives to contact your travel agent to make all the changes you needed. Your reservation was booked with a travel agent. Please contact your travel agent and any private insurance you may have. 
  
  We wish you only the best. 
  
  Sincerely, 
  
  
  
  ****************************;
  Celebrity Cruises 

• Initial Complaint

  Date:10/10/2023

  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.

  On 7/14/22 while on a cruise with Celebrity I paid $400 deposit on the future cruise program. As stated on the booking form if you do it pick a ship or sailing date within 1 year of booking the deposit will be refunded. I called on 7/25/23 and spoke with *** from Celebrity Cruises who told me I should receive a refund of $400 soon. As of 10/10/23 I still have not received my deposit back per contract.

  Business Response

  Date: 10/12/2023

  Dear ***************: 
  
  Thank you for contacting the Better Business Bureau regarding your Future Cruise Vacation reservations. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  A refund of $400 USD disbursed to your **** card ending in 9205 on July 27, 2023.  
  
  If you have any questions or concerns, please call our ***************** at ************. 
  
  Have a wonderful day! 
  
  Sincerely, 

   

  ****** San ******

  Celebrity Cruises

  Customer Answer

  Date: 10/14/2023

  Complaint has been resolved. Thank you.

• Initial Complaint

  Date:07/24/2023

  Type:Customer Service 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 my Europe cruise with Celebrity on 6/2/2023 and was expecting to get my ************* by the departure date 8/14/2023. However, I did not get my **** after going to the appointments twice due to some complicated reasons. The time is approaching and the only thing I can do is to cancel the trip. However, Celebrity said they cannot refund, and I will lose 100% which is around $3300 (The tax other service fees will be returned around $150). This is my first time booking an ** cruise and I was so excited. But now it is disappointing.

  Business Response

  Date: 07/29/2023

  Dear Ms. *************************** 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 the issue you have shared with your complaint. I see you spoke to one of our representatives on July 26 and made the change to your ************* date. 
  
  We appreciate your choice to sail with us. We value your patronage and look forward to welcoming you aboard the Celebrity Equinox on September 30, 2023. 
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

• Initial Complaint

  Date:07/06/2023

  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.

  On June 29 I called Celebrity to book a cruise. After finally finding the right cruise which included concierge service, drinks, gratuities, wifi and insurance. I inquired about the insurance and they said nothing about a nonrefundable deposit. They said you can cancel for any reason even if you missed the ship. I then gave them my boyfriends credit card which they ran 4 times and it wouldnt go through. I didnt want to loose the reservation so I gave my debit card. I never received an email with a receipt saying I paid the deposit. I didnt even know the the associates name. My boyfriend said he didnt want to go on a cruise instead he wanted to fly somewhere for a vacation. I called back and spoke to someone other than the associate that booked the cruise because I didnt have his name nor his extension. I cancelled the cruise and today I get an email saying I have to pay the balance. I have phone records that I called celebrity 3 times that day. I want my refund back because they didnt make it clear that it was non refundable and that I can cancel for any reason. I do not have money to throw away!!! Thank you.

  Business Response

  Date: 07/11/2023

  Dear *****************: 
  
  Thank you for contacting the Better Business Bureau regarding your Celebrity Eclipse cruise. I appreciate having this opportunity to respond to the issue you have shared with your complaint. 
  
  I was sorry to learn that you were unable to ************** aboard the Celebrity Equinox in September as planned. 
  However, as a one-time gesture of goodwill, the full deposit amount has been returned in the form of credit for use on a future Celebrity sailing.  
  
  Below, youll find your Future Cruise Certificate information: 
  
  ***********************: 
  Certificate Number: 1-U9Z1E6K 
  Amount: $250 USD 
  Expiration Date: September 10, 2024 
  
  *********************: 
  Certificate Number: 1-U9Z1E7G 
  Amount: $250.00 USD 
  Expiration Date: September 10, 2024 
  
  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 important 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 the cruises on Celebrity Cruises ships, are not transferable, and may not be redeemed for cash. 
  The *** cannot be redeemed to repurchase the same sailing where the original booking cancelled. 
  Additional terms and conditions apply. 
  
  *****************, we look forward to welcoming you on board in the near future.  
  
  Sincerely, 
  
  
  
  **************** Miguel 
  Celebrity Cruises 

• Initial Complaint

  Date:04/21/2023

  Type:Product 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.

  I booked a cruise on Celebrity cruise lines to ****** for myself and 3 friends. The reservation was for 3 rooms on the cruise. I paid in full for the 3 rooms on the cruise with one credit card on 4/14/2023. After clicking the payment, I realized that the reservation was for 7/28/2024 instead of my intention of July 2023 (this summer). I immediately called Celebrity Cruise and spoke with a representative ******* who assured me that the cruise would be fully refunded under "buyer's remorse" and to wait **** days to see the refund on my credit card. I waited and a refund appeared on 4/20/2023 for one cruise room. The charges of over $8,000 for the other 2 rooms were not refunded. I immediately called Celebrity on 4/20/23 (spoke with *******) and found out that there were 3 individual reservation numbers for the 3 rooms despite being booked together and paid together, and apparently the Celebrity rep did not see the reservations as being "together" on their computer screen. I was told the Celebrity ********** of ********** would call me back. They didn't call back at the appointed time on 4/21/23 so I called again and spoke with **** after being transferred internally. **** told me that the ********** of ********** will review the phone call tapes and decide whether to refund the other 2 rooms will be refunded, but the impression is that they have no intention of giving a refund. I am very disgusted with the initial incompetence of the first representative who assured me of a full refund but didn't complete the job and left time expire so that now it appears they will fight over this legitimate refund. I will NEVER reserve with Celebrity again. Their customer service is very poor. Reservation numbers: ******* (refunded), ******* (not refunded), ******* (not refunded).

  Business Response

  Date: 05/01/2023

  Dear **************:
  
  Thank you for contacting the Better Business Bureau regarding the now-cancelled reservations you had mistakenly booked for the July 28, **** sailing of the Celebrity Solstice. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  I am very sorry to learn of the frustrations youve encountered while attempting to be fully refunded, as promised, for the reservations you cancelled upon realizing the incorrect sailing year had been selected for your cruise vacation. We sincerely apologize for the way this situation was handled by our customer service team and assure you that your feedback will be used to help improve our services.
  
  In reviewing the notes on the impacted reservations, I found that you have already spoken with Celebrity representative *****, who agreed to refund the remaining deposit amounts that had been held in penalty.According to our records, a $500.00 refund and a $250.00 refund disbursed to a Visacard ending in **** on April 26, 2023. You should be seeing those funds back in your account very soon.
  
  **************, we appreciate you reaching out to us through the BBB and giving us this chance to review your concerns. We are grateful for your patience and understanding, and we hope you are pleased with the resolution thats been provided.
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 05/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  However, Celebrity Cruise Lines only refunded the amount due to me after I spent time on phone calls on 4/14/23 for 20 min 45 sec with *******, on 4/20/23 28 min 12 sec with *******, on 4/21/23 53 min 42 sec with *************, and ****, on 4/21/23 55 min 58 sec with ******   Staff member ***** was the only caring and competent person that I dealt with.  I have been refunded in full.  However, due to the poor customer service, I will still NEVER sail with Celebrity and strongly discourage anyone else from doing so either.
  
  ******************************************

• Initial Complaint

  Date:04/21/2023

  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 4 cabins booked with Celebrity last year for this year's Sep 30 sailing (Best of *****). Yesterday (April 20), we got a notification from Celebrity that they have oversold the sailing - this affects 100s of bookings. Unfortunately, our 2 cabins were cancelled. Reservation # ******* and *******. Our agent pleaded on our behalf to no avail. I called last night and talked to ********* (agent) and ******** (resolution agent) to plead our case further - family vacation (2 families coming from ********* and 2 from ******), booked last April 2022, cabins assigned, flights purchased, and vacations approved by our employers. G and F submitted a request for an exception for us. Since this was a group booking, G and F advised me to inform my travel agent, which I did. This morning, my agent called me and got me on a conference call with ***** (resolution agent). Our request was denied. The system error and how they can't fix it explanation seems nonsensical to me. The two booked cabins no longer belong to us (what?) - the options are to cancel or to lift and shift to ****************************************************************************************** June, so there might be some cancellations. The message I got from ***** is that there is nothing he can do. We have sailed with Celebrity many times, and I can't believe this is how they treat their returned customers. I am writing to hope Celebrity higher *** can help us to still go on this sailing as a family.

  Business Response

  Date: 05/01/2023

  Dear ********:
  
  Thank you for contacting the Better Business Bureau regarding your travel partys reservations for the September 30, 2023 sailing of the Celebrity Millennium. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  First and foremost, I am very sorry that some of your partys reservations were selected to be canceled. We work hard as a company to create the perfect cruise experience for all who sail with us, so we take no pleasure in having to cancel anyones vacation plans. The computer inventory error that created the problem is very rare, and it is one we were truly disheartened to discover, as we know how much work goes into planning a vacation and how much our guests look forward to their travels. We hope you will accept our sincere apologies for the added frustrations and complications that were caused by having half of your groups cruise plans cancelled despite the fact that you all had carefully arranged to take your cruise vacation together as a family.
  
  As soon as I finished reviewing your BBB case, I took a look at the notes associated with the impacted bookings. In doing so, I found that your entire travel party has been moved to the October 6, **** sailing of the Celebrity Millennium through our Lift & Shift option. Its wonderful youve decided to make new sailing arrangements with us, and Im very glad to see that we were able to protect the original rates of and get Onboard Credit added to all four reservations.
  
  ********, we are grateful for your understanding, your patience, and your flexibility, and we look forward to welcoming you and your family on board in ****!
  
  Sincerely,
  
  *******************************
  Celebrity Cruises

• Initial Complaint

  Date:03/07/2023

  Type:Order 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 paid for a reservation #******* to cruise with Celebrity Cruise Line on the Celebrity Solstice April 29, 2023. The cruise itinerary included a stop in ******** and *******. Just after purchase, they changed the itinerary. I was to stop in ******* to visit my brother for the first time, but they changed it two months before sailing. The port is not closed and there is no weather issue affecting the port. They are clearly using bait and switch tactics to sell cruises. I called them to work it out on March 7, but they refused to assist. Instead, they wanted to upsell me. This is poor business and I think people should know. It is sad that even today such bad business practices are policy at Celebrity Cruise Line.

  Business Response

  Date: 03/10/2023

  Dear ****************:
  
  Thank you for contacting the Better Business Bureau regarding your upcoming cruise aboard the Celebrity Solstice. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issue you have shared within your complaint.
  
  I am very sorry you are unhappy with the recent changes that have been made to the April 29,2023 sailing of the Celebrity Solstice. We understand you had been looking forward to visiting your brother during your cruise, and I deeply regret you will be unable to do this now that *******, ********** has been removed from the sailing schedule. We were required remove ********, ********** from the itinerary because the port of ******** will be closed to cruise traffic at the time of your sailing, and unfortunately this resulted in us having to make other changes to the itinerary as well. I can assure you that this was not a bait and switch tactic, as we do our best to keep to the originally advertised sailing schedule whenever possible. Although we certainly share your disappointment concerning the alterations that have been made, our Cruise Ticket Contract does state that we may modify an itinerary for any reason. That is why we were unable to provide you with compensation when you called into us to share your concerns.
  
  ****************, we thank you for your time and feedback and hope that, in spite of this disappointing situation, you will still be able to enjoy your Celebrity cruise vacation.
  
  Sincerely,
  

  
  *******************************
  Celebrity Cruises

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19554853
  
  I am rejecting this response because: the change made to omit ******* ** has nothing to do with ******** **, two ****** away.  This was an obvious bait and switch.  Reading the response above will surely warn others.  Buyers should be warned - this company does bad business.  When brought to their attention, they simply deflect.  They should be ashamed, and offer to rectify the situation.  They should fix their wrong doing.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/16/2023

  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.

  We had 12/26/2022 cruise booked for Celebrity Beyond (Booking #*******) . We booked flights for this honeymoon trip through Celebrity. We were flying ********** to ******* 5:00 AM. Upon arrival to the airport we discovered our connecting flight from ******* to departure city in ******* had been cancelled. We worked with celebritys 24/7 line for travel assistance, and were unable to secure alternate travel to make our cruise. We decided to take the flight to ******* anyways with hope that we could find a flight, but that that did not work out. Due to our circumstance Celebrity made commitment to refund the trip and airfare, but have yet to do so, and subsequent conversations suggest our refund process is not be handled properly, despite being told by several representatives that it was being dealt with, and to expect a refund within 10 days of the return date of the cruise. **************** uses inconsistent language surrounding refund timeline, and do not all seem to be on the same page. A refund should in no circumstance take ***** days, especially when informed day of missed cruise that we would be receiving a refund within 10 days of return date or cruise. The cruise including beverage, gratuity, and other on board purchases was $6,500, and the flights were $1,900. $8,400 is a very large amount of money to be sitting on for newly weds, whose honey money was derailed. Please process the refund asap.

  Business Response

  Date: 01/26/2023

  Dear ********************:
  
  Thank you for contacting the Better Business Bureau regarding your cancelled reservation for the December 26, 2022 sailing of the Celebrity Beyond. On behalf of Celebrity Cruises, I appreciate having this opportunity to respond to the issues you have shared within your complaint.
  
  I am very sorry that flight issues prevented you from being to sail with us as planned for your honeymoon cruise. I also truly regret youve encountered frustrations with and inconsistent advisements about the refunds you were promised. As soon as I was assigned to your BBB case, I checked the service history associated with reservation 9731837.I was happy to see that Celebrity representative ***** has already been in touch with you by phone to explain the situation and confirm the status of your cruise refund. Our records indicate that a refund of $5986.16 is currently being processed to a **** card ending in ****. Please allow 30 to 45 business days for this credit to show on your account.
  
  Regarding the flight costs you are also wanting reimbursed, I see that ***** has provided you with the phone number for our Flights by Celebrity Department, as it is they who handle air refund requests. I do hope that youve been able to get in touch with that team and receive the help you needed.
  
  ********************, again, we appreciate you reaching out to us through the BBB and giving us this chance to assist you. We are grateful for your patience and trust that youll be seeing confirmation of the cruise portion of your refund within the next few weeks.
  
  Sincerely,

  
  *******************************
  Celebrity Cruises