Posted by Anonymous
Unacceptable long wait to be on hold to speak with a redoresentstive up to one hour 40 minutes now.
Celebrity Cruises customer service reviews
Read the reviews below to see the experience other people have had when dealing with customer service from Celebrity Cruises.
03
Dec
30
Sep
Posted by Anonymous
My husband and I and a group fo 16 went on a Meditteranean cruise last Sept.7 to 20 on Celebrity Equinox. My name is Grace Nuval and I was the one who actually arranged this cruise for the group. Anyway, on embarkation, we found out that we did not have a cabin. We had booked this cruise several months before and we've had that cabin with the group close or connected to each other. WHen we got to our supposedly cabin, some other people were already occupying it. What happened was we had to go back and forth to the guest services with our carry ons. They finally gave us a temporary cabin by4 in the afternoon. Our own canin was finally available just before dinner. I don't understand what happened and we were really frustrated with what happened. I've arranged two consecutive cruises, the Scandinavian on Celebrity Silhouette for 14 people last May and this is what I got in return.
10
Mar
10
Mar
Posted by Anonymous
I Have Booked A Cruise With You But I Have Just Found Out That You Will Not Accept An European Union Id Card For The Cruise Within The Eu Waters.furthermore I Was Informed That You Are Aware Of The European Union Law Regarding Traveling In Europe But Seeing That Your Company Is American You Have The Right To Trump Our Laws And Force European Nationals To Travel With Passports.are You Above Our Laws??????????can You Imagine Some European Company Enforcing They Laws In American Soil?????????
16
Dec
25
Nov
Posted by Anonymous
My name is Agnes McGhee i am just back from from one of your cruises on the celebrity we sailed out on the 9th nov till the 22nd nov.A have only one complaint with it and that was my husband and myself saved up all year to have one good holiday and we chose the celebrity it cost use over £5000,When we went on the ship it was fantastic and then we sailed on the 9th there was a banging noise coming from the ceiling we complained 3 nights about it and the third time we complaint they sent a officer to speak to use he said he will get it sorted out and we got earplugs a was so annoyed by that we paid all that money and all they did was give use earplugs a thought that was terrible i have no other complaint the ship its self and the staff was amazing but every time the boat was at sea we had to wear our earplugs and we never signed up for that you dont expect to pay all that money and have to wear them the customer relations team sent a bottle of wine and strawberry dipped in chocolate with a letter because we complained yours mrs mcghee
19
Jul
23
Jun
Posted by Anonymous
Would like to praise our waiter and assistant waiter for making our dinning experience very special, lorendo and silambarasan table 315 on eclipse Baltic cruise 7th June 2014, also we had a problem which was sorted out by Lauren guest relations and we could not have been treated better, it was our first cruise with your company and will certainly travel with you again
03
May
Posted by Anonymous
Reservation no4993994 sailing date may10th2014 on eclipse.cabin no 1093. We have previously requested coloured luggage labels,for our forthcoming cruise.as yet no labels have arrived,we have been informed by our travel agent (those cook in Warrington)that they were dispatched on or about April 18th ,we have called numerous times in the travel agents ,they inform us they have contacted you..still no labels we are very disappointed,with the lack of action.please expedite the dispatch of labels at your very earliest convenience,(we need 8 labels.thankyou in anticipation....yours sincerely,Margaret Wrenn (mrs).
29
Apr
Posted by Anonymous
We just finished a 10 day cruise on Celebrity Equinox (Apr 4-Apr10),. We were given two $300.00
room credits. We asked at the Guest Relations desk on board: If we did not use the total $600.00 credit would it be credited to our charge card? We were told it would be. It was not.
We would have spent the money on board. We think we are out $328.00.
12
Mar
Posted by AngieO
Recently sailed on 5 day cruise on Constellation to Bahamas and Key West. Have sailed on this ship before and 4 other Celebrity ships. Not new to us. This ship is a poor choice but the destinations and time line were perfect. Very poor experience. Dining room food well below any par for dining anywhere. For a cruise ship, terrible. Buffet is limited compared to other ships in their Solstice line due to space. Have no good reports right down to music venues. Sparsely attended, perhaps some neat jazz quartets or a piano bar feature would be a better trend to follow. You do not cater to children, which was why we sailed with you, so find a nitch. Will be looking to try another cruise line now. Plus, their Captains Club a joke, benefits? A meet and great, a very minimal meet and greet pared way back on food. Not worth spending the time to go. Come on Celebrity, step up to the plate. Repeat cruising must be your life blood. We, however, have nothing good to say after this experience and we always enjoyed Celebrity but you are only as good as our last cruise.
23
Oct
Posted by steve
i have just travelled with the eclipse which was ok boat and staff very good but there was lots of faults being asked for cash every time you move round the ship the security is a joke check after check it was like a floating prison and i have received a bill that does not meet what i spent never will i travel with celebrity again i will do the escape its small but you no what you are paying for
22
Jul
Posted by Anonymous
I have booked a cruise with your organisation and I have been looking at pictures on your website. I then found that your pictures only feature white/ Caucasian individuals. Now, I'm not racisct but I have been told that numberous black individuals go on your cruises, yet they aren't shown. Why is this?
19
Jul
Posted by Anonymous
I want to express my dissatisfaction with how the cancelation of
our June 21, 2013 trip to Ecuador and Galapagos.
The facts were that you knew this trip was at risk in May and
waited until June 17 to notify us of the total cancellation.
Yes, supposedly we will receive full refunds (haven't seen it
as yet) which has limited us to any other travel for this period.
Yes, you offered a 25% discount on any other cruises in the
Galapagos within the next 2 years. However, we were travelling
with friends who have booked a trip that is already full.
I am amazed that you get away with this level of customer
service. We had paid in full for a suite for 2 people on the cruise
and yet were treated matter of factly about the cancellation and
the limitation of any support we would get in trying to rebook
on a different cruise location.
I don't expect this to go anywhere but I needed
to vent.
Regards,
Diane Hurst
14
Nov
Posted by beamac
The previous cruises we have taken on Celebrity have been awesome. this last cruise, to Alaska in September, proved to be a disaster. Our luggage got lost on the way home and we found out later that after paying for the valet service, our suitcases never made it off the dock in Seattle and were four or five days in making it to our house. Before we ever left the dock in Seattle on the day of departure, we were told by the restaurant staff that the early dinner d=seating had been overbooked for more than a year. The fact that my husband, a sever diabetic, needed to eat at the early time, it was just too bad. The only remedy was for me to call the restaurant each and every meal and determine where we could sit for that particular meal--so much for making acquaintances at dinner. Then the maitre d' had the gall to ask me not to tell other passengers about the runaround we were getting over the dinner seating. Unfortunately, no one at Celebrity seemed to care.
05
Aug
Posted by daniel parra
hola, Soy Daniel Parra Loza, estuve en el crucero del barco constellation, qué zarpo de amsterdam el dia 19 de julio, del mes pasado, el número de mi camarote era el 8140, el motivo de este email, es para para hacer una aclaración.:
El dia que termino nuestro recorrido , el martes 31 de julio., solicite el saldo de mi cuenta, misma que cargaron a mi tarjeta de credito, diciendo que todo estaba finiquitado.
Pero ahora aparece un cargo del dia 1 de
Agosto por una cantidad mayor a 7,000., pesos mexicanos., por lo cual me gustaria que me proporcionaran un numero telefonico, para hablar con alguien y hacer las aclaraciones correspondientes
Espero su respuesta mi email es: [email protected]
GRacias Daniel Parra
12
Apr
Posted by Anonymous
On my birthday January 6, 2012, my son and I took your cruise for the first time from New York. I had a horrific and humiliating experiance. The last day of the cruise I had a balance of $167, A mexican woman from the costumer desk told me that I can not leave the ship until I settle the account, I said to her that credit card will take care of it the next day . she said, " you have to return all your purchase until you clear the account, after returning all the things, I was held hostage in my cabin until they made a call to the cabin and this man from the desk said " you can leave now. $67 was the balance the next day the credit car clear it. you have a whole bunch of despicable people working for you, this was my worst birthday ever....
31
Oct
Posted by baylorbare69
We just completed a cruise on Celebrity. The worst of 5 cruises we have taken. They have NO interest in helping passengers once they get your money (we paid over $7000 -- 2 people. First they try to save themselves a few dollars by booking with an interium connecting stop i.e. New York in our case Paris DeGalle..we found out later that DeGaulle is the worst airport to connect. They had us on such a tight connection (1 hour and 10 min) on a flight from Texas to Paris and we missed the connection. Did they have someone at the airport to help us. NO. It took us about 8 phone calls to get someone at Celebrity to help us get a connection on to Rome to get on the boat. You have to know that if you go on Celebrity, insist on going to the ship's port city the day before and onto the ship the following day. They will try to get you to do it all in one day. We met several people stranded like us. We finally got to the ship 2 days late (we missed 2 days of a 10 day cruise). Then they were so rude. No one asked to even help us with our luggage. We had to lug our stuff over 200 yards down the wharf to the ship. Then they had a cop tell us that we had not paid to be on the boat. A trip to AMEX finally straightened that mess out.
We will never use Celebrity again. Most screwed up travel company we have used of any kind.
30
Sep
Posted by Anonymous
have been trying to reach all 800 numbers to ask a simple question....nothing for days...no response on phones. No response to Customer Service emails. Info urgent to make subsequent reservations....you need to reconstruct your online documentation and need a passenger checklist to ast as consise, online guide for precruise inquires. Making the sale is one thing but an unhappy client undoes 20 new bookings...
I need to know debarking in Civitavecchia, Italy .#2440451 Burns...Equinox Nov.28, docking at 5am..what is absolute earliest I can debark and go to airport....connections dependent on this info. Please reply [email protected]. Marie Pepe Burns
