Ideas for solving serious customer service issue?

[sanchoucsb]

Hi - I'm hoping someone can point me in the right direction for solving a serious customer service issue.

 

My new wife and I took the Celebrity Equinox out of Barcelona on our honeymoon three months ago. When we booked, we were offered a $1,000 onboard credit. We were told by the phone representative that we could book our shore excursions online and then cancel and re-book them onboard the ship to use the credit. I reconfirmed this with a second rep when I called with a different question later.

 

Once on board, Celebrity initially refused to do cancel and re-book our shore excursions. We were told that any shore excursions booked before sailing had to be cancelled before sailing or they would only be refunded for an onboard credit. After wasting hours debating this with various customer service agents onboard, I was told that it was resolved and I would receive the full $1,000 credit back to my credit card.

 

When I returned from our trip, Celebrity refunded only $550 to my credit card. After multiple emails to Celebrity, I was finally contacted by a customer service representative who acknowledged the problem but claimed that she had no authority to help. I emailed "executive" customer service and received no response. I disputed the charge on my credit card, but since Celebrity claims to be following its written policy, the credit card company won't help.

 

Does anyone know who I can contact at Celebrity to resolve this? Someone at Celebrity is responsible for this error and I don't think I am asking too much to expect them to resolve it.

 

Thanks to all in advance for your assistance.

 

Daniel

[riclop]

Ask for a supervisor.

[sanchoucsb]

Ask for a supervisor.

 

I tried - I was told that the person I was talking to was the highest ranking person who would speak with me. She suggested I email "Executive" customer service by sending an email to celebrityguestrelations@celebritycruises.com and putting "Attn: Executive" in the subject line. No one responded to my email.

 

Is this typical? Are emails to Celebrity generally ignored? It has happened to me twice.

 

Daniel

[COMBOY]

I have seen in the past on Cruisecritic that Celebrity does monitor these boards and has asked people with specific issue like yours to contact them directly. I can't guarantee you 100% that this will happen in your situation so please be patience. You absolute deserve an explanation why you only received $550 when you were told $1000. Could be just as simple as a booking keeping error. Just keep pushing it up the food chain at Celebrity until you received a satisfactory answer.

[sanchoucsb]

I have seen in the past on Cruisecritic that Celebrity does monitor these boards and has asked people with specific issue like yours to contact them directly. I can't guarantee you 100% that this will happen in your situation so please be patience. You absolute deserve an explanation why you only received $550 when you were told $1000. Could be just as simple as a booking keeping error. Just keep pushing it up the food chain at Celebrity until you received a satisfactory answer.

 

I hope so. I will definitely post back here if they contact me (and if they don't). If anyone has contact info for someone at Celebrity, I would definitely appreciate it.

[Andy]

Hi Sanchoucsb,

 

Here's an email address for the President of Celebrity (Michael Bayley). A member of his team should reply. I've only emailed them twice, but they were very responsive and professional.

 

The email address is ContactMichael@Celebrity.com . Good luck resolving your issue.

[Celebrity Cruises]

Hi - I'm hoping someone can point me in the right direction for solving a serious customer service issue.

 

My new wife and I took the Celebrity Equinox out of Barcelona on our honeymoon three months ago. When we booked, we were offered a $1,000 onboard credit. We were told by the phone representative that we could book our shore excursions online and then cancel and re-book them onboard the ship to use the credit. I reconfirmed this with a second rep when I called with a different question later.

 

Once on board, Celebrity initially refused to do cancel and re-book our shore excursions. We were told that any shore excursions booked before sailing had to be cancelled before sailing or they would only be refunded for an onboard credit. After wasting hours debating this with various customer service agents onboard, I was told that it was resolved and I would receive the full $1,000 credit back to my credit card.

 

When I returned from our trip, Celebrity refunded only $550 to my credit card. After multiple emails to Celebrity, I was finally contacted by a customer service representative who acknowledged the problem but claimed that she had no authority to help. I emailed "executive" customer service and received no response. I disputed the charge on my credit card, but since Celebrity claims to be following its written policy, the credit card company won't help.

 

Does anyone know who I can contact at Celebrity to resolve this? Someone at Celebrity is responsible for this error and I don't think I am asking too much to expect them to resolve it.

 

Thanks to all in advance for your assistance.

 

Daniel

 

Hi sanchoucsb,

 

Apologies for this issue. We would like to investigate and see what can be done. Can you please send an email to concerns [at] celebrity [dot] com so we can look into it. We'll also need your reservation number please. We'll take a look at it first thing tomorrow morning, and will request for someone to follow up with you immediately.

Edited February 10, 2014 by Celebrity Cruises

[ghstudio]

Perhaps I missed it, but I think the key here is what type of on board credit you were given. If the credit was given by Celebrity, then you have to use it on board and there is no refund for an unused OBC. If it was given by a Travel agent, then it's refundable.

 

When you are on-board, any charges are first charged against the non-refundable OBC.

 

It sounds like you had a $550 on board credit from your travel agent....and you had a $450 on board credit from celebrity. If you didn't spend the $450 then you lost the rest, but the $550 was refundable and you received that back after the cruise.

 

I'm just guessing...but I think the key here is how much of that $1000 was a non-refundable on board credit and how much was refundable. It is not unusual to have both types of credits and when you are onboard, you can see this on your bill because non refundable show with a code of OBCN and refundable shows as OBCR..

 

Hope this helps....

[sanchoucsb]

Perhaps I missed it, but I think the key here is what type of on board credit you were given. If the credit was given by Celebrity, then you have to use it on board and there is no refund for an unused OBC. If it was given by a Travel agent, then it's refundable.

 

When you are on-board, any charges are first charged against the non-refundable OBC.

 

It sounds like you had a $550 on board credit from your travel agent....and you had a $450 on board credit from celebrity. If you didn't spend the $450 then you lost the rest, but the $550 was refundable and you received that back after the cruise.

 

I'm just guessing...but I think the key here is how much of that $1000 was a non-refundable on board credit and how much was refundable. It is not unusual to have both types of credits and when you are onboard, you can see this on your bill because non refundable show with a code of OBCN and refundable shows as OBCR..

 

Hope this helps....

 

The entire credit was from Celebrity. I know I needed to use it onboard - the problem is that I was told that I could cancel my shore excursions and rebook them using the onboard credit. Once I was on the ship, I was first told that wasn't true, then told it was true, and then I eventually got only half my money back. Somehow, this wasn't handled correctly.

 

However, I appreciate the post from Celebrity saying they are looking into it and I will let everyone know how this is resolved.

 

Daniel

[cruisegirl1]

I know it is too late for the OP, but for others, I’ve mentioned that we NEVER rely on a credit being sent back to the credit card.

 

I would have taken the OBC out at the casino. Yes, there would be a fee of $50 but the initial OBC was a gift and I’d rather have $950 than the hassle of what the OP is experiencing.

 

 

OP -I hope you get the issue resolved.

M

[sanchoucsb]

I know it is too late for the OP, but for others, I’ve mentioned that we NEVER rely on a credit being sent back to the credit card.

 

I would have taken the OBC out at the casino. Yes, there would be a fee of $50 but the initial OBC was a gift and I’d rather have $950 than the hassle of what the OP is experiencing.

 

 

OP -I hope you get the issue resolved.

M

 

Is this allowed? While trying to get this worked out onboard I asked if I could do this and was told it was not permitted.

[ghstudio]

The entire credit was from Celebrity. I know I needed to use it onboard - the problem is that I was told that I could cancel my shore excursions and rebook them using the onboard credit. Once I was on the ship, I was first told that wasn't true, then told it was true, and then I eventually got only half my money back. Somehow, this wasn't handled correctly.

 

However, I appreciate the post from Celebrity saying they are looking into it and I will let everyone know how this is resolved.

 

Daniel

 

I'm sure celebrity will help....but if the entire $1000 was from celebrity, then any unused would not be refundable. However, when they credited your account for the excursions, it created a refundable OBC. Then when they billed your account for the excursions that amount was taken out of the non refundable OBC. I don't suppose that the refunded amount was equal to the cancelled and rebooked excursions??? If so, that's the answer.

[Happy Cruiser 6143]

Is this allowed? While trying to get this worked out onboard I asked if I could do this and was told it was not permitted.

 

For future reference, you can always get money from the casino, subject to its daily limit. You simply walk up to the cashier's cage and ask for $XXX. If $100, for example, your seapass will be charged $105 (there's a 5% charge) and you will be given $100 in cash. This has nothing to do with whether or not you have OBC in your account. If you do, the advance in the casino will be counted as a charge against the OBC. If not, it will be charged to your credit card just like any other onboard purchase.

[jkgourmet]

So sorry this happened, and I do hope it gets straightened out.

 

But the lesson of this story is one that I've learned and followed for 35+ years since I made a HUGE mistake for my employer.

 

Get it in writing! These days, with email, that's even easier. I rarely have telephone conversations with anyone about anything that includes a topic related to money. And, if I do, I get a written confirmation of our conversation - even if that requires me to type out the details, email it to the rep and ask them to hit reply with the word "confirmed".

 

You cannot imagine how much hassle and MONEY this has saved us.

[Celebrity Cruises]

 

However, I appreciate the post from Celebrity saying they are looking into it and I will let everyone know how this is resolved.

 

Daniel

 

Hello, we'll need some more information before we can assist. If you can please email us at concerns [at] celebrity [dot] com, along with your reservation number, we will be happy to assist. Thanks!

[sanchoucsb]

Hello, we'll need some more information before we can assist. If you can please email us at concerns [at] celebrity [dot] com, along with your reservation number, we will be happy to assist. Thanks!

 

Celebrity - Thank you for the quick responses! I emailed you at that addresses. Please let me know if I can provide any additional information.

 

To all others who posted - I am incredibly appreciative of all the suggestions. I think I agree with all of them (particularly the reminder to always get everything in writing).

 

I will keep everyone updated on how this is resolved.

 

Daniel

[Tiggertastic]

Hi sanchoucsb,

 

Apologies for this issue. We would like to investigate and see what can be done. Can you please send an email to concerns [at] celebrity [dot] com so we can look into it. We'll also need your reservation number please. We'll take a look at it first thing tomorrow morning, and will request for someone to follow up with you immediately.

 

Good to see celebrity is doing this - about time that the cruise lines engaged directly with people on here

 

good luck Daniel although I do have to say that it does say in the terms and conditions that they do not have to refund, although they have done it for us before but we were not rebooking it again

[Jade13]

Hi - I'm hoping someone can point me in the right direction for solving a serious customer service issue.

 

My new wife and I took the Celebrity Equinox out of Barcelona on our honeymoon three months ago. When we booked, we were offered a $1,000 onboard credit. We were told by the phone representative that we could book our shore excursions online and then cancel and re-book them onboard the ship to use the credit. I reconfirmed this with a second rep when I called with a different question later.

 

Once on board, Celebrity initially refused to do cancel and re-book our shore excursions. We were told that any shore excursions booked before sailing had to be cancelled before sailing or they would only be refunded for an onboard credit. After wasting hours debating this with various customer service agents onboard, I was told that it was resolved and I would receive the full $1,000 credit back to my credit card.

 

When I returned from our trip, Celebrity refunded only $550 to my credit card. After multiple emails to Celebrity, I was finally contacted by a customer service representative who acknowledged the problem but claimed that she had no authority to help. I emailed "executive" customer service and received no response. I disputed the charge on my credit card, but since Celebrity claims to be following its written policy, the credit card company won't help.

 

Does anyone know who I can contact at Celebrity to resolve this? Someone at Celebrity is responsible for this error and I don't think I am asking too much to expect them to resolve it.

 

Thanks to all in advance for your assistance.

 

Daniel

 

sanchoucsb, $1,000 OBC from Celebrity would have been non-refundable (otherwise they would have just given you a $1,000.00 discount off of your cruise). I don't know of any cruise line who would give $1,000.00 OBC that could be returned to ones credit card if not used.

 

I am unclear what you disputed on your credit card? Was it the $550.00 refund (since it was not $1,000.00).

 

I am pretty sure I know what happened. How much were the excursions that you booked from home and than canceled onboard in order to use the OBC? You did not say.

 

I believe those canceled excursions would have been returned to your credit card which is how they were paid, so is that the $550.00 refund? They would than be recharged to your folio and come out of the OBC given to you by Celebrity.

 

Hopefully you have the full names of who you spoke to onboard who said any left over OBC would be returned and Celebrity would honor what was promised by their employee.

 

I also agree regarding what someone else said about getting things in writing. The phone Reps pre-cruise could have been making very general statements, although you said you booked direct so they would have known the OBC was direct from Celebrity.

 

If you actually spent $1,000.00 while onboard (including the excursions) than this is just a mix up on how this was applied.

 

Was the $450.00 that was not returned the leftover unused OBC from Celebrity?

Edited February 11, 2014 by Jade13

[Jade13]

Good to see celebrity is doing this - about time that the cruise lines engaged directly with people on here

 

good luck Daniel although I do have to say that it does say in the terms and conditions that they do not have to refund, although they have done it for us before but we were not rebooking it again

 

That is interesting that Celebrity has set a precedent and refunded money (I assume you are talking about OBC because that is what we are talking about).

[Jade13]

The entire credit was from Celebrity. I know I needed to use it onboard - the problem is that I was told that I could cancel my shore excursions and rebook them using the onboard credit. Once I was on the ship, I was first told that wasn't true, then told it was true, and then I eventually got only half my money back. Somehow, this wasn't handled correctly.

 

 

Daniel

 

There is a time period in which each excursion can be canceled. I think many are 24 hours but there are some involving overnights or flights that might not be cancelable once onboard.

 

For example, there is an excursion on our upcoming cruise that we might be interested in and we have OBC. We know we cannot book ahead and cancel because this one is non-refundable 21 days or so before the cruise departure. It might be fully booked when we board but than again maybe we do not need the excursion.

 

I am unclear why you were initially told the excursions could not be canceled but assume you were past the time period when you could cancel, but that provision was waived.

[sanchoucsb]

Thanks to everyone for your questions and comments. My first post was a little short on details because, to be honest, I didn't think so many people would be interested! Since there have been a number of followup questions, here is some additional information:

 

We booked directly through Celebrity and were given a $1,000 onboard credit. I understand and agree that an onboard credit must be used onboard and is ordinarily not refundable.

 

We booked on Celebrity specifically because of the $1,000 onboard credit. We knew we would want to book shore excursions at virtually every port, and therefore the credit was very valuable to us. Incidentally, we ended up spending more than $2,000 on shore excursions.

 

When I booked the cruise, I asked the customer service rep if I could use the onboard credit for shore excursions. He said yes. I asked if it was possible to book shore excursions in advance and still use the onboard credit. He said yes and suggested that I book the excursions online and then cancel and rebook them onboard on the first day of the cruise. He said this would result in me receiving a credit to my credit card for the cancelled excursions and would allow me to use the onboard credit. To be clear, he suggested this. All I asked was whether it was possible to reserve spots in shore excursions that would be paid for with the onboard credit.

Question 1: Did he make a mistake? Was I given erroneous information? I attempted to read the fine print at the time, and as best I could tell, he was correct. I didn't see anything prohibiting me from receiving a full refund for shore excursions cancelled on the first day of the cruise.

Immediately upon boarding the ship, we went to the Shore Excursion Desk to cancel and rebook $1,000 worth of excursions. We were told that while this was possible, we would not receive a refund on our credit card for the cancelled excursions. We were told that shore excursions booked in advance and cancelled onboard would only result in a nonrefundable onboard credit. I went to Guest Relations and was told the same thing by a regular employee and a manager.

Question 2: Is this correct? This contradicted what I was told on the phone, so at this point I knew that someone from Celebrity was giving me the wrong information, but I didn't know who.

I spent the next three days working with a Guest Relations manager (named Princess, ironically). After she allegedly made phone calls to Celebrity's corporate office, she agreed that we were entitled to a $1,000 refund on our credit card. She cancelled and rebooked $1,000 worth of shore excursions and assured us that we would receive a $1,000 refund on our credit card. Based on her assurances, I dropped the issue and made no attempt to use the onboard credit.

 

At the end of our cruise, we had a credit balance of $1,176.24. The additional credit was for an excursion cancelled due to weather. Our credit card was refunded $694. I have never received an explanation for the missing $482.24.

 

Thanks again to everyone for your interest and your assistance.

 

Daniel

[ghstudio]

Clearly celebrity owes you an accounting of the funds. Based on the information, you did everything right. It sounds like the ship personnel didn't understand celebrity policy so they made up a process.

 

Let us know how this works out and don't give up.

[varoo]

At the end of our cruise, we had a credit balance of $1,176.24. The additional credit was for an excursion cancelled due to weather. Our credit card was refunded $694. I have never received an explanation for the missing $482.24.l

Okay, I realize that this is really a long shot and highly unlikely, but is it possible that the difference may have been credited back to you in separate payments?

 

I ask only because once, when they canceled one of our cruises, they refunded the money to us as several separate smaller credits that were strangely spread apart over a period of time.

 

The amounts did not correlate to anything we had paid or charged, so we never did figure out how or why they did it that way. But since the total came out correct when we added them up, except for being short by only an insignificantly small amount, we let the matter drop and did not pursue it further.

 

[sanchoucsb]

Okay, I realize that this is really a long shot and highly unlikely, but is it possible that the difference may have been credited back to you in separate payments?

 

 

Good idea, but I just double-checked my online credit card statements and the only credit I received is for $694. Oh well!

 

Daniel

[dodger1964]

Good luck getting resolution. I'm glad X posted and hope that helps.

 

Are you sure you didn't get $1,000 credit back? Did you onboard purchases (tips, drinks, etc) get netted against the credit?

 

I guess what I'm saying if you spent $450 onboard and then got a credit of $1,000 you would get a "net" credit of $550 back to your card.

 

That is assuming you used same card for all.

 

Just a thought.

 

I'm sure you and X will get it worked out.

 

And to your point about not thinking many would respond...Ha Ha...what else do we have to do but monitor this site and dream about our next cruise!!:)