I have never booked with Celebrity and am trying to help someone with their first Celebrity booking and hoping someone here might have some advice and insight:
I am helping someone who had a solo booking on 3B2B sailings on the Edge out of Rome this fall. In mid July, there was a sale on the 2nd occupant, so a friend decided to join her. She is saying she called 3 days prior to the end of the sale to add the friend to the booking and get the price reduction for the 2nd occupant. According to what she is remembering, the agent on the phone said that nothing could be done with the first sailing because final payment was made, but the 2nd and 3rd sailings would receive the 60% off. This is where the story becomes confusing to me, but she is saying that the agent provided detailed amounts of the new fares with the reduction (which she has in her notes) but that a new invoice would not be issued for 10 days because it needed to go to a different department.
She called last night because she had not yet received the invoice, and spent several hours on the phone with different agents to learn that the sale price was never actually applied to the booking and they are saying they cannot honor the price reduction now because the sale is over. They have a record of the date she called to get the reduced 2nd occupant sale price, so can see the phone call was made within the sale dates, but are saying there is nothing they can do about the agent's mistake in not changing the price correctly. She said they offered an upgraded room, a specialty dinner, and several times apologized saying the agent would need updated training but that there was nothing they could do.
Is there an email for someone in corporate that she could potentially appeal to? Any advice would be welcome.
