century 10/13 cruise cancelled in Nice

[mafada]

Just to clarity with everyone's cruise refund. Did you all get the full cruise fare back or less 3 or 4 days of gratuities?

 

Thanks,

[mafada]

Just to clarify with everyone's cruise refund. Did you all get the full cruise fare back or less 3 or 4 days of gratuities?

 

Thanks,

[derekkyleung]

Just to clarify with everyone's cruise refund. Did you all get the full cruise fare back or less 3 or 4 days of gratuities?

 

Thanks,

 

Afer deducting 3 days' gratuities!

[spud357c]

Just to clarify with everyone's cruise refund. Did you all get the full cruise fare back or less 3 or 4 days of gratuities?

 

Thanks,

 

Yes, we got full refund for the cost of the cruise and in our on board account we received the $250 pp credit plus the unused excersions minus 3 days of gratuities and on board charges we incurred (ie: drinks etc.).

[CruisinNole]

Got a call from Celebrity today (again) stating that I will be getting my original fare and the new airfare back. And when I asked about the 3 days reimbursement, she says just fax the receipts for 3 days worth of hotel and meal and they will give us 3 days worth of $ back! For those who didn't submit receipts to them before, please do it. We all deserve to get as much $ back as possible.

Thanks for everyone's help and information on this post. Keep it going!

 

Would you mind posting the fax number? We've been patiently waiting for our TA and travel insurance to reimburse us for our air fare and expenses in Barcelona, without a lot of success. The TA is waiting for reimbursement from Celebrity to credit us and the travel insurance people are giving us the run around so I think it's time we send our expenses to Celebrity. Thanks.

[Scotsnomad]

Received an email from the Captain's Club informing us that we were getting a free cruise for the "Inconvenience" we suffered on the Century Oct. 13 sailing. Called to find out when the credit would be mailed, was put on hold and finally told I should speak to the post cruise desk.

Was then told that the 25% towards a future cruise was IT and that I should ignore the email. How stupid and naive of me to think that Mr. Hanrahan, Mr. Fain and Mr. Goldstein would ever want to compensate us in a decent way. Just makes me kind of wonder if there might be some in the Captain's Club that were compensated at a higher level??????

 

Am I the only one who sees this.......

 

Received an email from the Captain's Club informing us that we were getting a free cruise for the "Inconvenience" we suffered on the Century Oct. 13 sailing.

 

You have it in writing !!! It would hold up in a court of law !!!.

 

Pursue it and go for the throat of celebrity, when you get that then the flood gates would open for other ex passengers.

 

Good luck

 

:)

[Scotsnomad]

If you still have the original email make sure that you put it in a folder on your email program to keep it safe.

 

Depending on your email program you are able to see the system information to see where exactly the email originated at Celebrity (In case they deny sending it).

 

As someone suggested send a reply email accepting their offer of a free cruise for the distress caused by the cancellation of the other cruise.

 

Take it from there, slowly slowly catchy monkey !!!!

 

:):)

[CCAustin]

Here's the contact info- label everything Century 10/13/10 Sailing...

 

"Dear Guest,

 

We are reaching out to you to inform that Celebrity Cruises will be providing a full refund for air tickets for our guests who purchased their air independently. Please send in a copy of your air ticket receipts via mail, fax, or e-mail to:

 

Celebrity Cruises

Corporate Guest Relations

1050 Caribbean Way

Miami, Fl. 33132

Fax: 1-800-886-6485

E-mail: celebrityguestrelations@celebritycruises.com

 

[CCAustin]

Question:

 

Those of you getting reimbursed 3 days food and lodging.

 

Is that for 10/16- 18 or 10/17- 19?

 

Is anyone getting refunds for cell charges and other extras like airport parking?

 

Do they subtract the $100 each incidentals from your total?

[mel369]

Question:

 

Those of you getting reimbursed 3 days food and lodging.

 

Is that for 10/16- 18 or 10/17- 19?

 

Is anyone getting refunds for cell charges and other extras like airport parking?

 

Do they subtract the $100 each incidentals from your total?

 

Just had the 3 nights lodging reimbursed into our credit card account. Still waiting for the $100 p/p incidentals.

 

So far, we had received

1) the full cruise refund plus $250 change fee for airfare

2) the original air fare

3) 25% future cruise credit

4) 3 nights of lodging while waiting for the first available flight home

 

The Oct. 13 cruise was credited to our onboard account, same as the $250 change fee.

[mafada]

Got a call yesterday from the exec. guest relations saying that I will be getting 3 days of hotel and meal (she quoted me with the amount) back and I will be receiving a check in the next few weeks. She can't tell me exactly when the check will be cut, but she says it's definitely coming.

 

So far I've been reimubrsed:

- full cruise fare (minus 3 days of gratuities and minus $300 of my stupid TA's fee that she wouldn't give back...still trying to get it from her)

- original airfare

- new airfare (haven't got it, but was told it's coming)

- $250 change fee pp (onboard cc)

- $100 incidentals pp (onboard cc)

- 3 days worth of hotel and meal post cruise (via check) & (it is minus the $100 incidentals that was already given)

- 25% vouchure!

[petriep]

Question:

 

Those of you getting reimbursed 3 days food and lodging.

 

Is that for 10/16- 18 or 10/17- 19?

 

Is anyone getting refunds for cell charges and other extras like airport parking?

 

Do they subtract the $100 each incidentals from your total?

 

 

sent our receipts for car parking etc but celebrity have informed me that

they wont be covering those as the 100$ covered them, I have replied to them telling them we did not claim for cell phone use or food etc at airport which we purchased due to them throwing us off the boat very early for our flight home from Nice, but obviously dont expect a sympathetic reply!!!

[CanWeGoYet?]

sent our receipts for car parking etc but celebrity have informed me that

they wont be covering those as the 100$ covered them, I have replied to them telling them we did not claim for cell phone use or food etc at airport which we purchased due to them throwing us off the boat very early for our flight home from Nice, but obviously dont expect a sympathetic reply!!!

 

Do you have any receipts for those expenses, or can you show what you spent from your cell phone bill / credit card statements, etc? I sure would be submitting those bills for reimbursement.

[Jade13]

Got a call yesterday from the exec. guest relations saying that I will be getting 3 days of hotel and meal (she quoted me with the amount) back and I will be receiving a check in the next few weeks. She can't tell me exactly when the check will be cut, but she says it's definitely coming.

 

So far I've been reimubrsed:

- full cruise fare (minus 3 days of gratuities and minus $300 of my stupid TA's fee that she wouldn't give back...still trying to get it from her)

- original airfare

- new airfare (haven't got it, but was told it's coming)

- $250 change fee pp (onboard cc)

- $100 incidentals pp (onboard cc)

- 3 days worth of hotel and meal post cruise (via check) & (it is minus the $100 incidentals that was already given)

- 25% vouchure!

 

That travel agent is really short sited as you certainly won't be using her again! Also, Celebrity should be covering these fees to the TA's.

[Can'tstopcruising]

Got a call yesterday from the exec. guest relations saying that I will be getting 3 days of hotel and meal (she quoted me with the amount) back and I will be receiving a check in the next few weeks. She can't tell me exactly when the check will be cut, but she says it's definitely coming.

 

So far I've been reimubrsed:

- full cruise fare (minus 3 days of gratuities and minus $300 of my stupid TA's fee that she wouldn't give back...still trying to get it from her)

- original airfare

- new airfare (haven't got it, but was told it's coming)

- $250 change fee pp (onboard cc)

- $100 incidentals pp (onboard cc)

- 3 days worth of hotel and meal post cruise (via check) & (it is minus the $100 incidentals that was already given)

- 25% vouchure!

 

1) Did you get your original air yet?

2) How much was your new air per person?

3) How much was you 3 days hotel etc. per person after the $100 was removed?

 

Thanks.

[ladylumley]

Our booking agent tells us they have had the full cost of the cruise refunded but it still hasn't arrived in our bank account, if we don't have it within 10 days we are to phone again. Can't believe how long this is dragging on

 

Additionally, we originally sent a letter of complaint to Celebrity detailing all that went wrong when the cruise was cancelled. We also submitted a spreadsheet of our costs while waiting (4 days) to get a flight home to the U.K. We heard back from them 28 days later, the letter was in a concillatory tone but they totally ignored the fact that we'd claimed for 4 days and asked us to submit receipts for 3 days! We have since submitted receipts for the 4 days and have had another standard reply saying they will get back to us within 28 days. The way things are going I don't think this will be sorted before Christmas!

 

To add insult to injury I've just had a mailing from Celebrity asking me to 'Share the secret of Celebrity with my friends'. Unless something miraculous happens in the next few days, I'll be telling my friends don't touch Celebrity with a barge pole.

[carolinagal]

Received an email from the Captain's Club informing us that we were getting a free cruise for the "Inconvenience" we suffered on the Century Oct. 13 sailing. Called to find out when the credit would be mailed, was put on hold and finally told I should speak to the post cruise desk.

Was then told that the 25% towards a future cruise was IT and that I should ignore the email. How stupid and naive of me to think that Mr. Hanrahan, Mr. Fain and Mr. Goldstein would ever want to compensate us in a decent way. Just makes me kind of wonder if there might be some in the Captain's Club that were compensated at a higher level??????

 

 

Just heard back from the Captain's Club. The "Free cruise" was a mistake. What a surprise!!

Corporate "Customer Service" reiterated that we were only to get the 25% certificate off a future cruise. Seeing that we do not plan to cruise with Celebrity again I suggested that my husband and I donate the credit to a "Wounded Warrior" fund in OUR name, not Celebrity's name. I refuse to give this cruise line credit for doing anything decent. They are going to get back to me.

[CCAustin]

Just heard back from the Captain's Club. The "Free cruise" was a mistake. What a surprise!!

Corporate "Customer Service" reiterated that we were only to get the 25% certificate off a future cruise. Seeing that we do not plan to cruise with Celebrity again I suggested that my husband and I donate the credit to a "Wounded Warrior" fund in OUR name, not Celebrity's name. I refuse to give this cruise line credit for doing anything decent. They are going to get back to me.

 

 

If Celebrity wasn't building new ships, you'd think that the company was out to ruin their name brand, so they could be absorbed into Royal. For a company wanting to attract a more "discerning" clientele they certainly don't have the necessary customer service attitude or training!

 

My parents are still waiting for their $250 per person refund of the change fees they paid to fly home early. Time for yet another phone call.....

[Cruising Time]

I am really getting disgusted with Customer Service. I expressed in several pages of documentation for refunds along with a summary sheet and finally got an email back that they only had part of what I summarized. I checked and double checked it before I mailed it and I know it was all there. So now they can't refund flights for several of us because "they don't have documentation". I've tried to talk to her every day since the 24th (except Sundays and Thanksgiving) and can't even get a reply. I've called daily and emailed daily and the Guest Relations specialist that is handling my case is not answering. Other agents tell me she's on the phone or just stepped out, but they'll give her a message to call me. With 7 emails and 7 phone messages, you'd think I'd get a reply. So today I called and when she wasn't there I asked for her supervisor and guess what "He took a vacation day today and isn't around".

I don't know if this is part of their plan to stall refunds or just extremely inefficient employees.

[CanWeGoYet?]

I think it's terrible that you and others are still waiting for not only promised refunds, but even an acknowledgement of letters, emails, etc. I always thought Celebrity was a good company, offered good service, but they dropped the ball big time and instead of going out of their way to make it up to their customers they are only hiding their heads in the sand now & hoping it all blows over. Or that is how it looks to me, an outsider as I was not on this cruise (and lucky for me).

 

Very disappointing that there has not been any significant press that might shame Celebrity into doing right. Still hoping that one of you contacts a travel ombudsman & that the attention it garners would help not only the person whose case is highlighted, but perhaps others as well. You would think conde nast traveler, or one of the other travel magazines, or even AARP (considering how many cruisers of retirement age were on board & how they struggled given the circumstances) would take an interest.

 

Pulling for all of you who are still waiting for your refunds - thanks for posting & don't give up.

[Scotsnomad]

Just heard back from the Captain's Club. The "Free cruise" was a mistake. What a surprise!!

Corporate "Customer Service" reiterated that we were only to get the 25% certificate off a future cruise. Seeing that we do not plan to cruise with Celebrity again I suggested that my husband and I donate the credit to a "Wounded Warrior" fund in OUR name, not Celebrity's name. I refuse to give this cruise line credit for doing anything decent. They are going to get back to me.

 

Am I missing something here? Lets get this right, Celebrity sent you an email stating that you are getting a free cruise due to the Century debacle? You have it in writing showing it came from Celebrity?

 

They then later on said it was a mistake?

 

If the answer to these questions are 'yes' then I would be responding to Celebrity with.....

 

'Having considered your offer of a free cruise (Insert copy of their email) I would like to take up your offer and book my free cruises.Would you please advise whom I should make this booking with and any relevant reference numbers that are needed.[/

 

As you can understand this whole episode has been a distressing situation and caused me a lot of stress so receiving your kind offer has lifted my spirits and removed a lot of stress. I feel that any additional stress and worry might have caused future associated medical problems.'

 

Im sorry but look at it in stages, you are being offered something (Initially 25 pct) plus rebates of funds, suddenly, after a lot of paper work and chasing an offer of a free holiday arrives from Celebrity you can only think one thing.....a change of view from Celebrity. Sure as heck I would have been overjoyed and to suddenly have it dashed away from me would cause me stacks of grief.........

 

They made you an offer, stand firm and chase it !.

 

:)

[Itemised]

Sorry; this is a reply to Lady Lumley

My tip is to call rccl uk direct; they are personable on the phone; you will probably get your expenses sorted in one call; I did.

[carolinagal]

Am I missing something here? Lets get this right, Celebrity sent you an email stating that you are getting a free cruise due to the Century debacle? You have it in writing showing it came from Celebrity?

 

They then later on said it was a mistake?

 

If the answer to these questions are 'yes' then I would be responding to Celebrity with.....

 

'Having considered your offer of a free cruise (Insert copy of their email) I would like to take up your offer and book my free cruises.Would you please advise whom I should make this booking with and any relevant reference numbers that are needed.[/

 

As you can understand this whole episode has been a distressing situation and caused me a lot of stress so receiving your kind offer has lifted my spirits and removed a lot of stress. I feel that any additional stress and worry might have caused future associated medical problems.'

 

Im sorry but look at it in stages, you are being offered something (Initially 25 pct) plus rebates of funds, suddenly, after a lot of paper work and chasing an offer of a free holiday arrives from Celebrity you can only think one thing.....a change of view from Celebrity. Sure as heck I would have been overjoyed and to suddenly have it dashed away from me would cause me stacks of grief.........

 

They made you an offer, stand firm and chase it !.

 

:)

 

 

I agree with everything you suggested. The only trouble is, after being treated so poorly by Celebrity, starting with the abandonment by the captain, put off the ship in a foreign port with little to no guidance and then being told we should feel "Lucky" that you got reimbursed for the cruise, the thought of fighting them over the bogus offer of a "Free" cruise holds very little appeal. The infuriating fact is that they DO compensate passengers in this manner, but chose NOT to compensate the 1,800 passengers they stranded on the 10/13 canceled cruise, except for a stingy 25% on a future booking.

Which brings me to my next point of donating the 25% to the USO Wounded Warrior Fund. I have suggested that they waive the transfer of the credit and donate the "Free"/25% or equivalent amount to our Wounded Warriors. While Mr. Hanrahan, Mr. Fain and Mr. Goldstein were cashing in their large stock options first week in November, our men and women in the armed forces were protecting their right to exercise corporate greed by getting killed or maimed in Iraq and Afghanistan. The least these men could do is give to the troops and their families OUR cruise credit in OUR name, NOT in Celebrity's or RCCL's name.

Celebrity and Royal Caribbean are great in controlling the media. If you read the Wall St Journal this morning RCCL is patting themselves on the back for picking up Cubans on a raft. Funny how the dumping of 1,800 passengers on a dock in Europe was kept out of the media!

So please, if anyone out there would like to join us in donating their cruise credit to Wounded Warriors and their families, let's get the ball rolling and call Celebrity and request the transfer in the name of all the passengers tossed off the Celebrity Century 10/13 cruise!

[lvcruiser]

I am really getting disgusted with Customer Service. I expressed in several pages of documentation for refunds along with a summary sheet and finally got an email back that they only had part of what I summarized. I checked and double checked it before I mailed it and I know it was all there. So now they can't refund flights for several of us because "they don't have documentation". I've tried to talk to her every day since the 24th (except Sundays and Thanksgiving) and can't even get a reply. I've called daily and emailed daily and the Guest Relations specialist that is handling my case is not answering. Other agents tell me she's on the phone or just stepped out, but they'll give her a message to call me. With 7 emails and 7 phone messages, you'd think I'd get a reply. So today I called and when she wasn't there I asked for her supervisor and guess what "He took a vacation day today and isn't around".

I don't know if this is part of their plan to stall refunds or just extremely inefficient employees.

 

When you are told that a supervisor is not available for whatever reason, your next step should be to request THEIR manager, someone in authority that can make corporate decisions that will resolve the issue at hand. Continue climbing the ladder as long as it takes. If they put you off again, then ask for a contact name and number for their legal staff that you can forward to your attorney. In most cases, unless they are already expecting a class action suit, they will respond quickly when that request is made.

[Scotsnomad]

I think that your offer of donating toward the 'Wounded' is wonderful however I feel that the 25 pct offer being is pitiful. Pursuing your claim for the '100 pct offer' could mean that one 'wounded soldier' benefits from a fully free cruises.

 

To contact Celebrity to claim your 100 pct free holiday advising them that you are intending to donate it to the wounded would put them on a sticky wicket and one that they would find 'media wise' hard to refuse.

 

Can you imagine the headlines. 'Celebrity refuse wounded soldier a free donated cruise'

 

Best of luck with your conquest

 

 

 

:)