Need to Get a Problem Resolved

[pete_coach]

Hi, and sorry if this is not the proper venue.

I have an issue with Celebrity billing. I booked an all inclusive vacation package that, on the newspaper advertisement (in the fine print on the bottom of the page) stated "inclusive of taxes, fees and port charges". When I received my booking confirmation I was charged $630 for taxes, fees and port charges. I called the agents and they were apologetic and agreed that it should not be there but could not do anything about it but they would give me a $100 on board credit. At the time, even their website stated "inclusive of taxes fees and port charges".

Surprisingly, the website went down for that package the following week and the statement was removed. The newspaper ad that made us book was on 20 June 2015. The advertisement was still the same on 25 July as well as just this past weekend.

I have been sent up the ladder at the office and no one will do anything about it.

The issue I have is that I am at a dead end. The last person I spoke with said they will not bring it up higher and will not provide me with a contact higher up in the organization to plead my case.

Do any of you faithful Celebrity cruisers know of whom I can contact?

[cle-guy]

Hi, and sorry if this is not the proper venue.

I have an issue with Celebrity billing. I booked an all inclusive vacation package that, on the newspaper advertisement (in the fine print on the bottom of the page) stated "inclusive of taxes, fees and port charges". When I received my booking confirmation I was charged $630 for taxes, fees and port charges. I called the agents and they were apologetic and agreed that it should not be there but could not do anything about it but they would give me a $100 on board credit. At the time, even their website stated "inclusive of taxes fees and port charges".

Surprisingly, the website went down for that package the following week and the statement was removed. The newspaper ad that made us book was on 20 June 2015. The advertisement was still the same on 25 July as well as just this past weekend.

I have been sent up the ladder at the office and no one will do anything about it.

The issue I have is that I am at a dead end. The last person I spoke with said they will not bring it up higher and will not provide me with a contact higher up in the organization to plead my case.

Do any of you faithful Celebrity cruisers know of whom I can contact?

 

Couple clarifications,

 

I've seen my billing come to me as fare plus taxes and fees itemized that total the initial amount.

 

That is it was advertised as $2200 but billed as $2000 plus $200.

 

The ad -- was it run by Celebrity or some 3rd party Travel agent? That you say it is all-inclusive, sounds like a travel agency has bundled key components into a vacation package.

 

Also would have to see the ENTIRE small print statement, in case that referenced crusie taxes versus hotel taxes. Maybe a lot of the $630 is hotel taxes.

 

I had a similar experience last year, a TA advertised certain things were included in their group bookings, taxes were some number, a certain shore-ex was included, but they didn't actually "book" my reservation for several months after I reserved, and last minute said we had to pay for the shore-ex and at which time taxes went up by about $50 pp (as they often do). They said we have no control of taxes, but if they had booked it when I reserved, taxes would have been locked in, cruise lines (at least X) don't change that number once confirmed.

 

I found this TA has an F rating with the Better Business Bureau.

 

I sent a letter to the TA (who I no longer use) and they wouldn't do anything, I sent a certified letter return receipt requested to X, and had a phone call within 3 days, but they couldn't do anything for me, as it was a 3rd party involved, but they did grant me some OBC as a courtesy and for my loyalty.

 

I'd look to see who the actual party is that ran the ad (knowing that all payments will be billed via Celebrity, so just because your credit card was charged by Celebrity, doesn't mean Celebrity ran the ad) and work from there, in writing with proof of mailing, and not waste time with common email or phone calls. Certified mail in my experience gets action.

[SFL]

Hi, and sorry if this is not the proper venue.

I have an issue with Celebrity billing. I booked an all inclusive vacation package that, on the newspaper advertisement (in the fine print on the bottom of the page) stated "inclusive of taxes, fees and port charges". When I received my booking confirmation I was charged $630 for taxes, fees and port charges. I called the agents and they were apologetic and agreed that it should not be there but could not do anything about it but they would give me a $100 on board credit. At the time, even their website stated "inclusive of taxes fees and port charges".

Surprisingly, the website went down for that package the following week and the statement was removed. The newspaper ad that made us book was on 20 June 2015. The advertisement was still the same on 25 July as well as just this past weekend.

I have been sent up the ladder at the office and no one will do anything about it.

The issue I have is that I am at a dead end. The last person I spoke with said they will not bring it up higher and will not provide me with a contact higher up in the organization to plead my case.

Do any of you faithful Celebrity cruisers know of whom I can contact?

 

 

This is an old phone number that may work that used to get you to the executive guest specialist department or you can ASK TO SPEAK TO ONE OF THE UPPER LEVEL CUSTOMER REPS 1(888) 767-4644

ALSO, IF i WERE YOU, YOU MAY ALSO WANT TO COMPLAIN TO YOUR CONSUMER AFFAIRS DIVISION IN YOUR LOCAL STATE

GOOD LUCK

[Grandmaanne7]

Keep a copy of the advertisement handy in case you need to send a copy off to someone to have this resolved. I agree that your dispute is with whoever ran the ad. I know a lot of Canadians are booking those all inclusive packages and I have heard mostly great reviews. Good luck and let us know what happens.

[WpgCruise]

I think the O.P. is speaking of the All Inclusive packages Celebrity is offering from selected Canadian cities. The packages include direct flights, hotel overnight as required, transfers to/from the ship, the cruise and return flight to the originating Canadian city.

 

I understand these to be Celebrity packages sold directly by Celebrity and also through T.A.'s.

 

I do not know if the newspaper ads are placed by Celebrity or the T.A. and given the O.P. advises the same wording regarding the inclusiveness of taxes, fees etc was also on the Celebrity website, suspect it was a Celebrity ad.

 

 

The O.P. might like to try sending an email to concerns@celebrity.com along with a copy of the ad. Some on Cruise Critic report this email address is responsive and can resolve issues.

 

Good luck and please let us know the result.

Edited August 11, 2015 by WpgCruise

[cle-guy]

I think the O.P. is speaking of the All Inclusive packages Celebrity is offering from selected Canadian cities. The packages include direct flights, hotel overnight as required, transfers to/from the ship, the cruise and return flight to the originating Canadian city.

 

I understand these to be Celebrity packages sold directly by Celebrity and also through T.A.'s.

 

I do not know if the newspaper ads are placed by Celebrity or the T.A. and given the O.P. advises the same wording regarding the inclusiveness of taxes, fees etc was also on the Celebrity website, suspect it was a Celebrity ad.

 

My first thought was those Canadian package's but those were only for sailings Feb to April of this year, I haven't been able to find them yet publicized for 2016 or 2017, they may exist, I just couldn't find them.

 

I also note the link to the 2015 sailings has wording "Onboard gratuities and taxes" as covered, says nothing about hotel and other taxes, just the onboard taxes.

 

Would be helpful if OP could post a link to the current site he's getting info from, or the newspaper ad in its entirety.

[pete_coach]

My first thought was those Canadian package's but those were only for sailings Feb to April of this year, I haven't been able to find them yet publicized for 2016 or 2017, they may exist, I just couldn't find them.

 

I also note the link to the 2015 sailings has wording "Onboard gratuities and taxes" as covered, says nothing about hotel and other taxes, just the onboard taxes.

 

Would be helpful if OP could post a link to the current site he's getting info from, or the newspaper ad in its entirety.

I cannot help that you cannot find the advertisements and WpgCruise is correct it is the "All Inclusive packages Celebrity is offering from selected Canadian cities".

The advertisements are Celebrity advertisement in my local newspaper travel section for sailing in 2016. I have 3 copies of the advertisements (20 June, 25 July and 8 August 2015, all with the identical offering). I have even emailed photos of them to the Celebrity agent I was dealing with and they still said they will not honor the statement. I don't know how to post photos here or I would post them.

I have told you exactly what the fine print states, "inclusive of taxes, fees and port charges". I am not staying in a hotel and there is no mention of hotels in the ad.

I have no idea what is offered for 2015 as I am not interested in that. The advertisement I am referring to states "Offer valid for departures between Jan 30 to April 2 2016"

Also, as I mentioned, Celebrity took down their website of those offerings a few days after I called and started asking for a refund and when the site came back up, it was different. It now only states inclusive of taxes and fees bit no longer mentions port charges. The newspaper advertisements still mention port fees.

The actual amount is $641.50 and now Celebrity tells me that taxes and fees are included but port charges are $320.75 per passenger.

Lastly, we have been on Celebrity before (3 cruises) and love the cruise lines and ships so I am not just bashing them.

Edited August 11, 2015 by pete_coach

[cle-guy]

I cannot help that you cannot find the advertisements and WpgCruise is correct it is the "All Inclusive packages Celebrity is offering from selected Canadian cities".

The advertisements are Celebrity advertisement in my local newspaper travel section and are for . I have 3 copies of the advertisements (20 June, 25 July and 8 August 2015, all with the identical offering). I have even emailed photos of them to Celebrity agent I was dealing with and they still said they will not honor the statement.

I have told you exactly what the fine print states, "inclusive of taxes, fees and port charges". I am not staying in a hotel and there is no mention of hotels in the ad.

I have no idea what is offered for 2015 as I am not interested in that. The advertisement I am referring to states "Offer valid for departures between Jan 30 to April 2 2016"

Lastly, as I mentioned, Celebrity took down the site a few days after I called and started asking for a refund and when it came back up, it was different. It now only states inclusive of taxes and fees bit no longer mentions port charges. The newspaper advertisements still mention port fees.

The actual amount is $641.50 and now Celebrity tells me that taxes and fees are included but port charges are $320.75 per passenger.

Lastly, we have been on Celebrity before (3 cruises) and love the cruise lines and ships so I am not just bashing them.

 

Where's the link to the current web page you have? that would be helpful.

 

I'm not blasting anyone here, looking for information and some actual facts. It seems odd that the only small print in such a big promotion would be simply "inclusive of taxes, fees and port charges" as they usually have multiple paragraphs of T&C's much of which is boilerplate and part of every promotion or add, or the add says to see the website for "full T&C's."

 

As I said in my initial reply, I've had similar experiences, and I provided you a great way to attempt to get a resolution.

 

My email link is below, perhaps email the Ad, or if it's a PDF or JPG you can easily post to this forum as an attachment by clicking the "Paperclip" icon in the reply message box.

 

Something else you just stated, makes me think again this is not an ad run by Celebrity. Celebrity does not allow breaking out "port charges" as a separate line item (they did used to) and instead now identifies as "Taxes and Fees" and port fees can be buried in the fare, though many TA's still do. That was another issue with my TA, they advertised for a while fares lower then added the fees, then X got on them and forced them to change to include those fees in their advertised fares, so as to not make their fares look lower than those advertised directly by X. Also sometimes TA's will segregate their billing to pull out the portion of the fare that is non commissionable as separate line item, due to the way they handle internal accounting.

 

Bottom line, it's important to know the actual party to whom direct correspondence needs directed to. Maybe it IS Celebrity, but a lot about this sounds more like a TA running advertisiements who's at fault.

Edited August 11, 2015 by cle-guy

[Celebrity Cruises]

I cannot help that you cannot find the advertisements and WpgCruise is correct it is the "All Inclusive packages Celebrity is offering from selected Canadian cities".

The advertisements are Celebrity advertisement in my local newspaper travel section for sailing in 2016. I have 3 copies of the advertisements (20 June, 25 July and 8 August 2015, all with the identical offering). I have even emailed photos of them to the Celebrity agent I was dealing with and they still said they will not honor the statement. I don't know how to post photos here or I would post them.

I have told you exactly what the fine print states, "inclusive of taxes, fees and port charges". I am not staying in a hotel and there is no mention of hotels in the ad.

I have no idea what is offered for 2015 as I am not interested in that. The advertisement I am referring to states "Offer valid for departures between Jan 30 to April 2 2016"

Also, as I mentioned, Celebrity took down their website of those offerings a few days after I called and started asking for a refund and when the site came back up, it was different. It now only states inclusive of taxes and fees bit no longer mentions port charges. The newspaper advertisements still mention port fees.

The actual amount is $641.50 and now Celebrity tells me that taxes and fees are included but port charges are $320.75 per passenger.

Lastly, we have been on Celebrity before (3 cruises) and love the cruise lines and ships so I am not just bashing them.

 

Hi there,

 

As someone else suggested, can you please email us at concerns@celebrity.com. Additionally, if you could attach a scan of the advertisement, that will also be helpful. Thanks!

[pete_coach]

Hi there,

 

As someone else suggested, can you please email us at concerns@celebrity.com. Additionally, if you could attach a scan of the advertisement, that will also be helpful. Thanks!

 

Thank you very much for your reply. I am certainly impressed someone from Celebrity is monitoring these forums, Thanks again.

I have sent a photo of the advertisement to the service agent already, twice. A 25 July version and the 08 August version.

If I send an email to the address you give, will I not just be talking to the same person that I have been pushed up to by the lower level agents I have spoken to? The last person I spoke to said she was the top of the ladder at the number I have been calling.

If someone can guide me how to add the photos here, I will gladly post them.

Edited August 11, 2015 by pete_coach

[WpgCruise]

[Pete you're asking if concerns@celebrity.com is not the same people you have already been talking to, and the answer is no. The concerns@celebrity.com is a separate department specifically tasked with dealing with issues that haven't been addressed satisfactorily through other channels.

 

I really recommend you provide the information including the ads to them so they can help.

Edited August 11, 2015 by WpgCruise

[cle-guy]

I have sent a photo of the advertisement to the service agent already, twice. A 25 July version and the 08 August version.

If I send an email to the address you give, will I not just be talking to the same person that I have been pushed up to by the lower level agents I have spoken to? The last person I spoke to said she was the top of the ladder at the number I have been calling.

If someone can guide me how to add the photos here, I will gladly post them.

 

In the Message Reply box on the top row of icons, you have FONTS, SIZES, Font Color, Smileys, then a PAPERCLIP .

 

Click the paperclip and add your attachment.

[pete_coach]

Here are the 08 August Newspaper advertisement from Celebrity. The full page and a close up of the fine print that states "inclusive of taxes, fees and port charges"

[Wiltonian]

I suspect that it all depends on Canadian Consumer Law. In the UK, there's a lot of legal consumer protection, and if Celebrity failed to match their offer (once the exact terms had been clarified), then I'd be contacting Trading standards people on-line.

 

If Celebrity are shown clearly not be to matching the advert, I'd try that - and/or contacting the travel columns of quality newspapers!

 

Stuart

[cle-guy]

Here are the 08 August Newspaper advertisement from Celebrity. The full page and a close up of the fine print that states "inclusive of taxes, fees and port charges"

 

Thanks. Can't read these, but doing a lookup on the phone number, it is a real Celebrity ad.

 

Theres a LOT of fine print there not just "inclusive of taxes, fees and port charges"....When I find it on the X website (I was able to locate the 2016 sailings now) the fine print has this as part of the language, I have to assume it's in the newspaper somehow too:

 

Celebrity Cruises reserves the right to correct any errors, inaccuracies, or omissions, and to change or update fares, fees, and surcharges at any time without prior notice. - See more at: http://www.celebritycruises.com/htmlpage/caribbean-all-included-vacation-package#&panel1-1

 

The X site also has "cruise taxes and fees", not "all taxes and fees".

 

Let us know how the Celebrity Rep comes back to you on this.

[WpgCruise]

I'm able to almost sort of read the ad posted by Pete, and indeed it does read "inclusive of all taxes fees and port charges". It's fuzzy but it can be read.

 

But then as Curt has suggested there is also a blurb on the last line fuzzy though it is, and it appears to read".........errors, inaccuracies or omissions, and to change or update fares, fees..........."

 

So, I'd suggest that while the ad does in part read, "inclusive of taxes, fees, port charges", it also goes on to say that they are not responsible for errors inaccuracies.

 

Pete, sad to say I don't think you have a case given the disclaimer also in the ad, but that's just my opinion. If you sit down and read the whole ad, and focus on the very last line, what do you think ?

[pete_coach]

Thanks. Can't read these, but doing a lookup on the phone number, it is a real Celebrity ad.

 

Theres a LOT of fine print there not just "inclusive of taxes, fees and port charges"....When I find it on the X website (I was able to locate the 2016 sailings now) the fine print has this as part of the language, I have to assume it's in the newspaper somehow too:

 

 

 

The X site also has "cruise taxes and fees", not "all taxes and fees".

 

Let us know how the Celebrity Rep comes back to you on this.

Yeah, sorry about the size. when I email it it is good but for some reason when I attached it the photo seems to have shrunk?

You are correct, there is a lot of fine print (as always LOL) but, you will have to take my word for it, it does not address anything pertinent to my issue. he remaining fine print speaks of 3rd and 4th person, sailings, drink packages cost etc.

As I said abut the Celebrity website. It was changed after I started to speak to the agents and managers. The website that is up now is quite different than it was pre 26 or 27 July.

Edited August 11, 2015 by pete_coach

[pete_coach]

I'm able to almost sort of read the ad posted by Pete, and indeed it does read "inclusive of all taxes fees and port charges". It's fuzzy but it can be read.

 

But then as Curt has suggested there is also a blurb on the last line fuzzy though it is, and it appears to read".........errors, inaccuracies or omissions, and to change or update fares, fees..........."

 

So, I'd suggest that while the ad does in part read, "inclusive of taxes, fees, port charges", it also goes on to say that they are not responsible for errors inaccuracies.

 

Pete, sad to say I don't think you have a case given the disclaimer also in the ad, but that's just my opinion. If you sit down and read the whole ad, and focus on the very last line, what do you think ?

Yes, I realize the rider in the fine print (as there always is) but, as this rider was in the original and was pointed out to them and, the advertisement never changed.

Companies I have dealt with will honor errors their ads until they are changed, this does not seem the case as they ad is not yet changed.

You may be correct that I will get nowhere but it has become more than just accepting their adamant no. They have admitted that I am correct and that I should get a correction in my booking confirmation but also that no one there has the authority to do anything about it. Hence, I asked for a higher level to bring this to.

I did email Concerns@Celebrity as was suggested so hopefully resolution favorable to all will come about.

I am just being stubborn now.

Anyway, I hope you are wrong and I get resolution :)

[A Sixth?]

To the OP

 

The newspaper ad ran AGAIN this Saturday in the Travel section of the Montreal Gazette. As you said the ad clearly states that prices are inclusive of taxes and fees.

 

FWI here in Quebec, the advertised price MUST include taxes and fees and the company is required to honour the advertised price whether or not they like it.

[Fouremco]

The add in question ran in the Ottawa Citizen of August 8 and includes the following disclaimer:

 

Celebrity Cruises reserves the right to correct any errors, inaccuracies or omissions and to change or update fares, fees and surcharges at any time without prior notice.

 

I'd say that the OP is facing an uphill battle in attempting to lower his bill. They've made a mistake and offered him $100 OBC as a good will gesture.

 

Unfortunate, but mistakes happen. My TA recently sent me a final bill for an upcoming cruise and put the wrong price in. It was an honest error, and I simply paid the corrected invoice.

[dodger1964]

The add in question ran in the Ottawa Citizen of August 8 and includes the following disclaimer:

 

 

 

I'd say that the OP is facing an uphill battle in attempting to lower his bill. They've made a mistake and offered him $100 OBC as a good will gesture.

 

Unfortunate, but mistakes happen. My TA recently sent me a final bill for an upcoming cruise and put the wrong price in. It was an honest error, and I simply paid the corrected invoice.

 

It sound like they (lawyers) write the same disclaimers as they do on the cruise contract...they can do whatever they want at any time...I don't even think the ship has to actually leave the initial port if they deem it so with no recourse to the paying customer.....

[WpgCruise]

Unfortunate, but mistakes happen. My TA recently sent me a final bill for an upcoming cruise and put the wrong price in. It was an honest error, and I simply paid the corrected invoice.

 

Wouldn't it be great to live in a world where mistakes never happen ?

There would be no need then for disclaimers in ads about potential mistakes, because there would never be any mistakes.

 

I suppose if that were the case, and there were but only perfect people, I wouldn't know it, because there wouldn't be room for me. I make mistakes.

 

But then again................ there would be Whirled Peas. I mean World Peace, darn spell checker, works only sometimes

Edited August 12, 2015 by WpgCruise

[Ma Bell]

Wouldn't it be great to live in a world where mistakes never happen ?

There would be no need then for disclaimers in ads about potential mistakes, because there would never be any mistakes.

 

I suppose if that were the case, and there were but only perfect people, I wouldn't know it, because there wouldn't be room for me. I make mistakes.

 

But then again................ there would be Whirled Peas. I mean World Peace, darn spell checker

 

Yes, it would be great. I never quite understand the mentality of taking advantage of a mistake. It's not something I'm interested in doing.

[Katgoesonholiday]

Yes, it would be great. I never quite understand the mentality of taking advantage of a mistake. It's not something I'm interested in doing.

 

Here in NZ that is called false advertising and can get you in big trouble with the Commerce Commission. Mistake or not, if the OP booked a cruise before the updated advertisement was published then Celebrity should honor it.

 

And hire better proofreaders!

[Ma Bell]

Here in NZ that is called false advertising and can get you in big trouble with the Commerce Commission. Mistake or not, if the OP booked a cruise before the updated advertisement was published then Celebrity should honor it.

 

And hire better proofreaders!

 

I understand that but when I know it's an honest mistake, I wouldn't take advantage of it and wouldn't ask them to honor it. You know, it's just a philosophy of life. What we are in our daily lives always comes back to us one way or another.

Edited August 12, 2015 by Ma Bell