Passenger Complaint: Celebrity Cruises Consumer Review January 5, 2018 – “Booked a cruise through Expedia which departs tomorrow. For the past few months for any question or issue resolving discrepancies on the site or paying the balance I tried to call Celebrity directly only to be transferred immediately to a third party line waiting long hold times. We have a one year old. Simple questions regarding crib requests whether milk was available and babysitting inquiries were very hard to answer. There was a lot of back and forth. Expedia reps were very nice but were just quoting FAQs I had already read on the main site. We had a free beverage package for booking a veranda room which never appeared on the Celebrity site. It just kept asking if we would like to purchase it. This is crappy website and communication but now we are completely bummed to find out Celebrity has no remorse for situations out of the customers’ hands and is not willing to help at all.
United cancelled our flight out of Newark offering no other flights and no airport within a 3 hour radius has a flight to Miami within two days. United gave us a full refund which I was not expecting. We were able to cancel the hotels due to circumstances resulting from the winter storm but when we called United asking them to postpone our trip even requesting to pay more for a different location or room anytime they said no. No refunds, no other trips… so we are out $1600. We desperately needed this trip to get away with the baby. This would have been our third cruise with Celebrity and I will never ever use them again. Last parting words? If we were smart we would have selected the insurance through Expedia and now we are unable to confirm cancellation on our room.”
Celebrity Cruises Response: None