This happened to my mom today. Back in January 2023, my mom booked an Ascent sailing for October 2024 with Celebrity directly via phone. She received the cruise documents as normal, printed them off, and put them in a folder. A week later, she emailed Shareholder Services (shareholderbenefit@rccl.com) to apply for the on-board credit benefit.
Fast forward to today, the final payment is going to be due while she on board this June so she wanted to go ahead and get it paid. So she called Blue Chip today for another reason and, while she was on the phone, asked if she could pay for the October 2024 sailing. The agent said that he could not do that because it was booked through a travel agent and she needed to contact her agent. She did not book through an agent, so the Blue Chip club employee looked into it, and he gave her a phone number that was linked to her booking. My mom called the number and it was Expedia Cruises. They were very confused and looked into it. It turns out that the same day my mom applied for the Shareholder benefit, someone (from Shareholder? Celebrity?) transferred the cruise to Expedia. They said they had heard of this happening once before, and the family ended up nearly losing the cruise because they almost missed the final payment. This is because that family (and also with my mom) Expedia did not have an email from whoever transferred it.
So my question is, what do we do? Who do we contact? Expedia cannot transfer the cruise to anyone now and my mom doesn't have control of the payment. This seems highly sketchy. She is thinking of starting with calling Captain's Club to see who to talk to, but we're completely astounded at this. Thank you in advance!