cobre5

The onboard credit was 276.99 US dollars so 554 US dollars for 2 people so not the 642.86 GB pounds you state

How can you add future cruise credit to the 2 lost days credit. The future cruise credit is worthless if you do not wish to take another cruise with Celebrity. The only actual amount that matters is the credit for 2 days lost . I cannot understand your reasoning. If I booked a hotel and w days were cancelled then I would receive a full refund for the 2 days not  a partial refund

15 hours ago, npcl said:

Unfortunately the OP has shared neither the letter nor the actual booking terms and values.

 

All we have is his 60% claim from which people are trying to calculate what would generate the difference.

 

Many times the cruise lines will generate a letter based upon US terms (their largest customer base), but when contacted by someone booking under non-US terms will modify the offer appropriately based upon the terms of the individual. So I would not be surprised if the OP received the same letter.

We did not receive a letter only an email on the 10th October 2 days before we were due to sail . We were in Osaka at the time and due to travel to Tokyo the next day by bullet train for an overnight stay before boarding the Millenium. We then had to book accommodation for an extra 2 nights

On 11/7/2019 at 7:26 PM, Mark_T said:

Just to help clear up any confusion. Since the OP is based in the UK and on the assumption that he booked the cruise in the UK (and not via a US TA for example) then this is what Celeberity should have done:

 

• Tell you about the change and give you a reasonable period of time to decide if you want to accept it or cancel with a full refund. You have the right to accept the change or to cancel the package and receive a full refund within 14 days. The travel company will also offer you alternative holidays if they’re able to do so.
• Inform you that if you do not respond they will treat that as acceptance of the alteration or treat the booking as cancelled and return your money. If you do not respond within the time period given, they must contact you again and ask a second time for your decision. 

Weather as a cause is only a factor to the extent that if it had been something avoidable there would have been compensation involved as well, but if weather or something else unavoidable caused the significant change then the details above are correct.

 

 

As stated we were already in Japan so to cancel the cruise although possible was impractical due to the cost implications 

37 minutes ago, Mynki said:

 

I'm sorry you've had issues on your cruise. I'm also thankful that you have posted about your experiences because others will learn from them. 

I'm also curious. Did you have travel insurance? If I learned that my cruise had been cut short due to an act of god and not booked everything through Celebrity, which we've only ever done once anyway as we usually do it all ourselves. I would have contacted my travel insurance company immediately to take advice from them about booking accommodation. My second question to you is, did you do this? If so, what did they say? 

 I do have travel insurance but dealt with the additional accommodating costs with my TA but I do not understand why Celebrity pick up these costs and flight costs with those who booked direct as from comments the only difference in price should be the commission paid to the TA 

6 hours ago, Beanb41 said:

what may make this thread clearer to all is would the OP provide the following information?

1. What was the total fare paid for the 14 day cruise?

2. How much refundable OBC was given to compensate for the loss of two days?

3. Have you made a claim against your travel insurance for the difference between the OBC and the actual costs incurred for shore based accommodation?

 

I ask this because I expect getting accommodation in Yokohama would have been extra expensive because of the Rugby World Cup and the Grand Prix. These increased costs are outside the scope of Celebrity and therefore not their issue. It is however a reason for having travel insurance.

 

We were on the Constellation two years ago which was delayed two days coming out of dry dock. We were scheduled to go to Monaco for the Grand Prix but the ports was missed due to the delay. We were in that instance well looked after, accommodation ashore provided at their cost for two nights, substantial cash refunds and we were flown up to Monaco for the GP at the cruise lines expense. We have subsequently had two cruises cancelled with limited OBC compensation. There appears to be no rule of thumb as referring to hat compensation is offered. I would suggest that the OP if not satisfied keeps pumping away at Celebrity until a better deal is reached, but do it away from forums like this. Coming here before resolution is reached is really pointless as we cant resolve your problem and the publicity can only make Celebrity dig their toes in deeper. If you have made your mind up not to cruise with them in the future they have nothing to lose by standing firm on their offer. Sometimes a conciliatory approach is better

 £2250 pp future cruise credit £679  pp onboard credit for 2 nights 276.99 US dollars pp. My main aim of posting was to make contact with others on this cruise who were also unhappy which has not happened. I have had some help much criticism and some rude comments which is the reason I rarely post on this site . The UK is very different from the USA for booking cruises and holidays as we have onerous TAs advertising daily offering discounts on the cruise line prices so it is the norm in the UK to book with a TA  and build a package . Up to a few years ago UK clients paid a lot more for cruises than those with a US address but things have now leveled out. I am not asking Celebrity  to pay for the extra hotel nights although some offer of help would have been appreciated but I do expect a credit for the 2 nights of one seventh of the £4500 paid. I assume Celebrity did not charge the people on the previous cruise for 2 extra nights which they had to spend at sea riding out the storm and I am joking with this comment before I receive further unwanted rude comments

As the purpose of my post was as stated to make contact with others on this cruise has failed then I cannot see any point in further response

22 minutes ago, Mark_T said:

 

Just to be 100% clear, did your TA say they were selling you  a 'package' or a 'linked travel arrangement'. ?

 

You get ABTA cover for both, but the exact nature of the liability for things like the hotel costs during the delay etc.is very different.

 

By not arranging both through Celebrity, it put those other travel arrangements outside the cover Celebrity would have provided and of course your TA is the right place to be dealing with whatever they sold you as either a 'package' or a 'linked travel arrangement'.

It was a package I have worked with this TA many times

11 minutes ago, oneputt18 said:

I just read the Roll Call for OP's cruise, not one complaint , nor was compensation even mentioned.

 

The only comments in these posts were on disembarking in Shanghai nothing about the cruise

Just now, Miaminice said:

 

Wait a minute... just for clarification... how do you calculate the 60 % per day you are not satisfied with?

The complete package price (divided by no. of days) or only the "catalogue" cruise fare?

From the portion of the package included for the cruise this figure was supplied by my TA and in fact was less than the advertised Celebrity fare

7 hours ago, Mark_T said:

I should add at this point that if I was in the OPs position where I had separately arranged travel and hotel costs and was already in country at the time I'd have taken the offer and continued with the cruise and just claimed on my travel insurance for the delay costs.

 

It gets far too complex to want to deal with the consequences of trying to claim for the air travel and initial hotle costs under insurance when you take the cancel and refund option on the cruise portion, as I'm not at all sure the travel insurance would cover those costs merely becuae you elect not to continue with the cruise...

 

This is another good reason why you should always book the pre-cruise travel and hotels at the same time as the cruise if you can, or just accept you are taking the risk on yourself...

 

 

The whole package was purchased from a TA to ensure we were covered by ABTA I did not buy airfare hotels and cruise separately. The TA is at the moment dealing with Celebrity on my behalf

14 hours ago, sfaaa said:

What? Did you shop around or simply refuse to be flexible? Many hotels in Tokyo charge less than your quoted price.

Because of the typhoon and the rugby plus a grand prix all hotels had increased their prices. 

Just now, Mark_T said:

Just to help clear up any confusion. Since the OP is based in the UK and on the assumption that he booked the cruise in the UK (and not via a US TA for example) then this is what Celeberity should have done:

 

• Tell you about the change and give you a reasonable period of time to decide if you want to accept it or cancel with a full refund. You have the right to accept the change or to cancel the package and receive a full refund within 14 days. The travel company will also offer you alternative holidays if they’re able to do so.
• Inform you that if you do not respond they will treat that as acceptance of the alteration or treat the booking as cancelled and return your money. If you do not respond within the time period given, they must contact you again and ask a second time for your decision. 

Weather as a cause is only a factor to the extent that if it had been something avoidable there would have been compensation involved as well, but if weather or something else unavoidable caused the significant change then the details above are correct.

 

 

When you are actually in Japan when the changes were made it is then impossible to cancel for a full refund.Had I not left the ULK i would have definitely cancelled

31 minutes ago, RickT said:

This whole thread is confusing me.  From Miaminice the Celebrity notification clearly states a fully refundable onboard credit in the value of two day's cruise fare.  Would be nice if someone else from that cruise could chime in and advise if it was 100% of the fare or 60% as the OP states?

 

 

Regardless, what this comes down to is what is Celebrity Legally required to do?  What does Celebrities contract require it to do?  And lastly, what will make the OP happy.

 

Given the OP hasn't posted a lot on this forum I originally thought they might not fully grasp how the forum works and that most people will try to help  but need details to do that.   And while most of us may be sympathetic to them, may or may not agree.  I then looked at their earlier post and wonder if the OP simply uses this forum to rant?

I have not posted much as you normally receive rude flippant replies.My main aim was to make contact with others on the cruise who felt the same as I do, Speaking to may on the Millenium they were very unhappy with the credit offered but it appears hey are not prepared to pursue this matter, The majority of replies have been from the USA but in the UK it is normal to book through a TA not direct with the cruise. I am still pursuing this with my TA

31 minutes ago, RickT said:

 

10 hours ago, dcbiker97 said:

I’m guessing they also want refunded the cost difference for staying 2 nights in the £1000 hotel. 

All I want refunded is 2 days at the price I paid not 2 days at basic cruise fare. With regards to the hotel whilst I feel Celebrity should make some contribution I am not chasing this. 

9 hours ago, phoenix_dream said:

Curious what other lines you have cruised.  I’ve also sailed on Princess, NCL, Royal Caribbean, and Carnival. The cabins and bathrooms on similar balcony cabins were very close in size to Celebrity, and sometimes smaller. Perhaps you misunderstood what Aqua Class is all about. It has more amenities but is definitely not a suite.  If that is what you expected you were bound to be disappointed.

We have sailed with many cruise likes including RCL and Princess and the cabins and particularly bathroom on Millenium are very small

2 hours ago, sanger727 said:

 

I agree and in your shoes I would want/expect the full 2 days cruise fare pro-rated as a refund. I know people here like to point to the cruise contract, but you were sold a cruise for 14 days and received a cruise for 12 days. Not what you purchased. Hopefully if you stay on them you will get a better resolution.

I dont intend to drop this

13 minutes ago, PTC DAWG said:

When someone throws out “worst cruise ever”.... my doubting side come out.  

this is a fact it was our worst cruise ever in the smallest cabins and bathrooms experienced on a cruise ship and we were in Aqua Class

4 minutes ago, PTC DAWG said:

After seeing this, it seems more than fair to me, I don’t get the OP’s issue, maybe I’m missing something. 

They stated 2 days cruise credit did not specify it was based on a secret basic cruise fare 

2 hours ago, wrk2cruise said:

Did you book directly with Celebrity or with a TA.  If booked directly with Celebrity you should have a copy of their guest invoice which should have a line item called Cruise Fare.  Then there may be discounts for promo's or non-refundable deposits then a line for taxes fees port expenses. 

 

When booking with a TA there is another item called NCCF or Non Commisionable Cruise Fare on which the TA doesn't get paid commission.  Some TA sites list this separately as "Port Fee" and it's generally in the range of $250 - $350 pp.

 

In my experience with a FCC for a canceled cruise they said the FCC would be based on "Cruise Fare" and like you what I received was based on a lower number.  I was able to figure out it was based on Cruise Fare - NCCF which they were calling base cruise fare.  I argued with them that the amount they were quoting me appeared nowhere on my invoice and that there was nothing on my invoice called "Base Cruise Fare".  I just politely kept asking where I could see this on my invoice??

 

After a bit of round and round they put me on hold and came back and said they had adjust the FCC to what I expected based on "Cruise Fare" line item on my invoice.  Others on my roll call reported no issues at all but a couple of others had the same issue as I did.

 

Hope this helps.   I don't think you can expect a refund unless you can claim it from your travel insurance.

I booked with a TA but in my mind its the principle of the matter and Celebrity never specified anything except 2 days cruisw

credit 

7 minutes ago, hcat said:

Sorry you missed 2 days of your special cruise.   Unfortunately, weather is  not  something in the cruise line's  control., so they could have stiffed you completely with no offer. But  there's no excuse for  some posters to be rude. Some day it could happen to them.

 

Will  any insurance cover the hotel and  other expenses for trip interruption or delay?

Were any ports missed?  Were any port  charges and pre paid excursions credited?

 

What is the value/  cash amount of the future cruise credit?  Any limits?  Time it expires?    Can you apply it to an already booked cruise? ( that could be valuable)

 

Good luck..hope you can get a better offer if you inquire politely  up the  food chain.,.

Thanks for your reply and comments. We did miss 2 ports Kobe and Kyoto and they added Shimizu for their convenience to allow travellers who missed the cruise in Yokohama to board the ship.

They offered £679  each against £1150 which I paid available up to 2 years on a new cruise but it's worth zero if we do not wish to sail with Celebrity. What I really want is the full credit for the 2 missed days.

I have not followed up on insurance as yet. They have only credited on their basic cruise cost which I do not believe anyone is aware of.

This is only the second time I have posted on Cruise Critic and rude comments seem to be the norm and Cruise Critic appear to accept these characters

13 minutes ago, Alsmez said:

So they offered you compensation for two nights that AMOUNTED to 60% of what you actually paid per day because it was based upon Basic Cruise Fare and not your actual cost?

Yes correct 

2 minutes ago, Fouremco said:

Has Celebrity offered compensation for those expenses? 

Not a penny they do not care 

38 minutes ago, cynbar said:

Please tell us what you would be happy with

The full cost of the 2 days that I paid not 60% of this figure

52 minutes ago, Bo1953 said:

Please explain, further, the reason you believe this is 'unacceptable'.

 

Thank you and bon voyage

Quite obvious if you pay for 2 full days and get nothing then you expect the full 2 days payment returned

2 minutes ago, Fouremco said:

OP, more details would be helpful. For example, while you didn't sail until the 14th, were you still able to board as scheduled on the 12th?

No we had to pay for 2 extra nights in Tokyo which cost almost a £1000