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Cancelled Cruises Refund Tracker/Discussion (merged topics)

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2 hours ago, NHDOC said:

My wife and I were onboard the Celebrity Silhouette in early March as the world was closing down.  That cruise was a nightmare from day 1 as we had to return to Florida twice so it turned out to be many sea days and just three ports over 9 days.  All guests were promised a 25% refund for the "inconvenience".

 

Our original plans were to stay on the Silhouette for two more back to backs through the month but as our first cruise went on it became clear that wasn't going to be the best plan.  On March 12, the same day the US government advised against cruising and the president declared a national emergency, I asked at guest services what my options were and they said that if I cancelled the other two cruise by the end of the day I would receive FCC but after that we would get nothing if we decided to disembark at the end of the first cruise, on Sunday the 15th.  I specifically asked about their plans to cancel cruises and they said the cruises were sailing, period and reiterated that we had to cancel that day or would lose our money.  So, under duress we decided to cancel on the 12th and booked air tix to get home from FLL on the 15th (at full fare).  Less than 24 hours later Celebrity announced they were cancelling all cruises after the 14th, including our next two and anyone who was booked would receive either 125% FCC or a refund (their choice) plus, if stranded away from home would receive reimbursement of airfare to get home.  I was told that because WE canceled we were not entitled to any of those "benefits" and would be forced to take the FCC (100% not 125%). 

 

We had a pretty tense three days at sea after the decision to cancel was made and managed to fly home without further incident.  After we got home we received an email from Celebrity informing us that a passenger had tested positive for COVID-19 onboard and we should self-quarantine.  Keep in mind this was 11 days later!  I had read about this online a day or two after we returned but it took X another week plus to notify us.  Nice!

 

I felt that Celebrity misled us into canceling on the 12th and even if it was unintentional the least they could do it honor the same offer of refund rather than FCC - I didn't even ask for return airfare but I was told there were not to be any exceptions to the policy - we canceled so we get FCC and no refund. 

 

We have not received our 25% "inconvenience refund" plus I am now getting the feeling that the FCC will be worthless if the cruise lines are forced into bankruptcy, which is a real possibility.  Besides, after the bad experience we had on the Silhouette we decided we really have no great desire to ever cruise on X again.  In a desperate move I disputed the charges on our credit card for the two canceled cruises and received some credit (the initial deposits were made too long ago to dispute but fortunately most of the $$$ was charged recently enough to be able to dispute it).  I have also filed suit in small claims court for the deposits plus the 25% refund we were promised.  I'd rather fight for the refunds than accept worthless FCC. 

Celebrity's customer service leaves much to be desired.  If they were really interested in retaining us as customers they would have just allowed us to have our money back instead of enforcing a policy they changed less than a day after we canceled.  Now it will undoubtedly cost them far more to defend themselves in court over this relatively small amount of money they owe us but it is the principle of it that galls me.  They obviously are cash strapped and using this as a way to preserve their business but I don't think I want to accept being an involuntary unsecured creditor of theirs and would urge others sitting on FCC to think about that - because that may be your future too if the lines you are holding credit with go belly up. 

Sounds like you had a very frustrating experience.  But at the same time, I am not sure I agree that you were treated poorly by Celebrity (at least, no more poorly than any of the rest of us).  Decisions were being made and changed on a daily basis, literally.  When they told you that you needed to cancel that day because no cruises were being cancelled I believe they were telling the truth as they knew it.  You decided to cancel.  Technically, did they have to give you anything based on the rules at that time? I don't recall.  Regardless, they are offering you a 100% FCC.   Many others were in the exact same position of wanting to cancel cruises due to virus concerns, before the cruise line cancelled their cruises.  Those people also got 100%.  Some who were extra cautious and cancelled earlier got nothing.  The only real difference with yours seems to be that you were bumping right up against your next sailing - a very difficult decision I am sure.  But why are you more entitled to a refund than those who cancelled other cruises prior to Celebrity cancelling?  Just because Celebrity cancelled just a day later?  So what would the cut-off be for other people?  Two days?  Three days?  They have to draw a line somewhere and you just had the bad luck to be right next to that line.

 

I think it is very reckless of Celebrity not notifying you of the Covid-19 case until 11 days later, if as you say it was in the news way before that.  I don't know about you, but when I returned from my Reflection cruise on 3/13 I took it upon myself to socially isolate for 14 days to ensure I would not inadvertently infect anyone (this began before our state's shelter in place orders began).

 

As to not getting your 25% refund yet, yes that is definitely wrong.  I am no Celebrity cheerleader - I was very unhappy at how long it took us to get our FCC and refund money back from the 3 cruises we had cancelled (one was the Silhouette cruise after yours).  For them not to have paid your 25% is ridiculous.  I have three more cruises scheduled this year, expecting at least a couple to be cancelled, but of course not until the last minute so they can hold onto my money.  Truthfully I am 50/50 in my expectation that there will even be any more to pay me when those cancel later this year.  

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10 minutes ago, phoenix_dream said:

Sounds like you had a very frustrating experience.  But at the same time, I am not sure I agree that you were treated poorly by Celebrity (at least, no more poorly than any of the rest of us).  Decisions were being made and changed on a daily basis, literally.  When they told you that you needed to cancel that day because no cruises were being cancelled I believe they were telling the truth as they knew it.  You decided to cancel.  Technically, did they have to give you anything based on the rules at that time? I don't recall.  Regardless, they are offering you a 100% FCC.   Many others were in the exact same position of wanting to cancel cruises due to virus concerns, before the cruise line cancelled their cruises.  Those people also got 100%.  Some who were extra cautious and cancelled earlier got nothing.  The only real difference with yours seems to be that you were bumping right up against your next sailing - a very difficult decision I am sure.  But why are you more entitled to a refund than those who cancelled other cruises prior to Celebrity cancelling?  Just because Celebrity cancelled just a day later?  So what would the cut-off be for other people?  Two days?  Three days?  They have to draw a line somewhere and you just had the bad luck to be right next to that line.

 

I think it is very reckless of Celebrity not notifying you of the Covid-19 case until 11 days later, if as you say it was in the news way before that.  I don't know about you, but when I returned from my Reflection cruise on 3/13 I took it upon myself to socially isolate for 14 days to ensure I would not inadvertently infect anyone (this began before our state's shelter in place orders began).

 

As to not getting your 25% refund yet, yes that is definitely wrong.  I am no Celebrity cheerleader - I was very unhappy at how long it took us to get our FCC and refund money back from the 3 cruises we had cancelled (one was the Silhouette cruise after yours).  For them not to have paid your 25% is ridiculous.  I have three more cruises scheduled this year, expecting at least a couple to be cancelled, but of course not until the last minute so they can hold onto my money.  Truthfully I am 50/50 in my expectation that there will even be any more to pay me when those cancel later this year.  

 

I guess my position is they should have changed their policy retroactively to allow anyone who was on a cancelled cruise, but who cancelled prior to their policy shift to have the option of a refund instead of a forced FCC as a matter of good business.  I should have the right to choose whether or not I would like to cruise again with them (or cruise again, period).  After all, I don't have to say it but the world has changed a lot since the beginning of March and some people may never want to set foot on a cruise ship again or might want to wait until a vaccine is available (which might be after their rather arbitrary cutoff date for FCC use).  Had they been considerate enough to offer the option of a refund of money we paid for a cruise they canceled (keep in mind I am still not asking for the extra $700 it cost us to fly home on short notice) it would have left me with a much sweeter taste in my mouth than the way they have treated us.  The way they handled it left me feeling like I would be happy to let them defend their actions in front of an impartial judge than accept the "love it or shove it" response I got from my requests for a refund. 

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on another note of the same topic, I'm not sure that their forced FCC in lieu of refund policy doesn't violate their agreement with the credit card companies, either.  In principle, I am entitled to a refund anytime I charge something on my credit card and the vendor fails to provide the good or service I bought.  I don't have to accept "store credit" if they can't provide the item.  Essentially, if they cancelled the cruise they cannot dispute the chargeback, which is why, I believe, I got those funds back from Visa without a problem.  I only am out my deposits, which were made in September of 2019 and are too old to dispute per the terms and conditions of my credit card agreement.  I have written to Visa asking them to make an exception to the dispute timeframe policy but do not have much hope that will happen.  We also have automatic travel insurance with our Visa card that I could contact but haven't done so because I haven't exhausted all avenues of getting my refund yet.

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1 hour ago, NHDOC said:

If they canceled on you and you requested a refund then that's the way it should have been handled.  My issue with Celebrity is they put pressure on us to cancel, literally right before they canceled and then denied us the option of a refund.  It seems like they are splitting hairs but to me if you cancel a cruise you have a moral obligation to offer those passengers who had paid for that cruise a refund and should recognize the extenuating circumstances that caused us to be in that position.  It's just bad business to generate so much "badwill" when all they needed to do was to say "we'll make it right and you can have your money back".  Instead it will cost them 5X as much now to defend their defenseless behavior.

 

I will be interested to see how this plays out.  I'm just trying to step back and look at it without emotion, which is hard for most of us right now.  I'm not a lawyer, nor do I play one on TV, but I would think the decision will weigh more heavily on the contract that you made with the cruise line and their published policy at the time that this occurred.  I would think that the court will likely decide this based on contract law rather than what will make a customer happy or what the cruise line's policy changed to the next day, as it is not the court's business to enforce goodwill.  I am not a Celebrity apologist... I am still awaiting some of the funds I was promised for a cancelled March cruise, I think the turnaround time and confusing refund methods with the unexplained weird chunks of money that can't be matched to anything are ridiculous, and I think their lack of and quality of communications have been abysmal, etc... it's been confusing and stressful.  However, although it's in Celebrity's best interest to try to keep people happy and customers coming back (which in many, many cases is not happening), the court may rule that the recommendation was appropriate and the best option for you at the time, based upon the policy in place at the time and the legal terms that you and the cruise line agreed to when you booked your cruise.  

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12 minutes ago, SunsetPoint said:

 

I will be interested to see how this plays out.  I'm just trying to step back and look at it without emotion, which is hard for most of us right now.  I'm not a lawyer, nor do I play one on TV, but I would think the decision will weigh more heavily on the contract that you made with the cruise line and their published policy at the time that this occurred.  I would think that the court will likely decide this based on contract law rather than what will make a customer happy or what the cruise line's policy changed to the next day, as it is not the court's business to enforce goodwill.  I am not a Celebrity apologist... I am still awaiting some of the funds I was promised for a cancelled March cruise, I think the turnaround time and confusing refund methods with the unexplained weird chunks of money that can't be matched to anything are ridiculous, and I think their lack of and quality of communications have been abysmal, etc... it's been confusing and stressful.  However, although it's in Celebrity's best interest to try to keep people happy and customers coming back (which in many, many cases is not happening), the court may rule that the recommendation was appropriate and the best option for you at the time, based upon the policy in place at the time and the legal terms that you and the cruise line agreed to when you booked your cruise.  

I do not dispute there may be some way for them to legally defend their position, however, whether they will make it worth their time to employ expensive attorney to fight this, and even if they win they will still have to give me FCC, leads me to believe they will settle by offering me my refund.

 

I also just read online that Visa allows a chargeback on any purchase for a good or service not received within 120 days of the date it was expected to be received, which, tells me I can dispute the charges for the deposits made last fall if I do so in writing so am pursuing that now.  I urge anyone else who is fighting with the cruise lines to keep that proviso in mind. 

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Port Fees, taxes etc showing up as a credit pending on CC....cruise was scheduled for March 29th on the Edge...I am ASSuming the other will show up sooner than later.  

 

Hopefully I can sail this Sept on Equinox again for the ABC 10 day cruise on Sept 25th..I only have $50 deposit at risk on that one so far. 🙂

 

I'm not going if I have to wear a mask....

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Posted (edited)
14 minutes ago, NHDOC said:

  🙂

Edited by PTC DAWG
off topic.

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The small print on the FCC:

"We would like to make you aware of some important information regarding your FCCs:
Any booking made using the Cruise with Confidence FCC must be used for a sailing that commences on or before December 31, 2021. 
If the Cruise with Confidence FCC is not redeemed and sailed on or before December 31, 2021, the certificate will automatically expire and have no value.
Future Cruise Credits are per person, per booking, and valid only for the person noted above. FCCs are redeemable towards cruise fare only and are not valid on Complimentary cruises, Incentive bookings, and Charter sailings.
All guests are responsible for taxes and fees where applicable.
Celebrity Cruises reserves the right to void the FCC Savings amount if the guest named above receives other reimbursement.
FCCs are only valid for the cruises on Celebrity Cruises ships, are not transferable, and may not be redeemed for cash.
The Cruise with Confidence FCC cannot be redeemed to repurchase the same sailing where the original booking cancelled.
Additional terms and conditions apply.

We’re glad Cruise with Confidence has given you the flexibility to find the perfect cruise that fits your needs. We look forward to welcoming you on board in the near future.

Sincerely,

Celebrity Cruises

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4 hours ago, Alabaster Cruiser said:

I guess we were lucky.  Didn't call at all.  Yesterday we got our full correct refund to our credit card. Ours was for an April 11.  Thank you Celebrity.

 

After what I have been through for an ortho appointment about my shoulder today (made it weeks ago on ZocDoc, got a call the next day that the doctor was going to be at another location that day and rescheduled for today - to be in person; got to the place and security said "He's not in this office today. I think they are just doing tele-appointments." I went outside and called and got a very nice girl who apologized profusely and could not figure out why I had not been notified and scheduled me for a tele-appointment for 2pm...then found the 15th still in the system; got home, did the paperwork and got everything ready, then got a notice that THIS one had been cancelled; called back and fortunately got the same girl who got in contact with his secretary/coordiator and got me rescheduled for 2:30 and said she was personally cancelling the 15th - we'll see...) I'm wondering if everyone calling repeatedly is ultimately what is screwing things up. More fingers in the pot mean more opportunities for miscommunication. Seems that leaving well enough alone and trusting the process is the better way to go.

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It has been over 30 days since my cruise got cancelled, no refund. Call my TA & she said another 3 to 4 weeks. I am beginning to have doubts if I will ever get a refund.

 

george35

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23 minutes ago, george35 said:

It has been over 30 days since my cruise got cancelled, no refund. Call my TA & she said another 3 to 4 weeks. I am beginning to have doubts if I will ever get a refund.

 

george35

 

It took 48 days for me George but we got it all back.

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Posted (edited)
40 minutes ago, george35 said:

It has been over 30 days since my cruise got cancelled, no refund. Call my TA & she said another 3 to 4 weeks. I am beginning to have doubts if I will ever get a refund.

 

george35

Here's my experience so far. 13 March Celebrity cancelled our B2B cruise on the Summit (28 March and 4 April 2020 sail dates). At that time (13 March) I requested (electronic form) cash refund for both sail dates thru the the TA I used. I didn't here anything from the TA or Celebrity. So I called the TA on 30 March. Out of office. So I called the after sales dept. for the TA. They advised me the agent did not forward my request to their office. Great!!  While on the phone the after sales dept. had me fill out the requests (electronic form) again. Then in real time the after sales dept. received my request and immediately forwarded  my request for cash refunds to Celebrity. Thank you. About two hours later I called Celebrity and they confirmed that both my requests for cash refunds were received. On 28 April I received a partial credit back to my credit card. Monday (4 May) I received another partial credit back to my credit card. Celebrity still owes me more. Maybe next week.!? 

Edited by davekathy

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I had a B/B cruise on the Equinox from 28-March to April 11 & still waiting. They gave me a dead-line to pay in full for the cruise do you think I should give them a dead-line to pay me??

 

george35

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Just now, george35 said:

I had a B/B cruise on the Equinox from 28-March to April 11 & still waiting. They gave me a dead-line to pay in full for the cruise do you think I should give them a dead-line to pay me??

 

george35

I feel your pain so to speak, but wishful thinking. 

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2 minutes ago, george35 said:

I had a B/B cruise on the Equinox from 28-March to April 11 & still waiting. They gave me a dead-line to pay in full for the cruise do you think I should give them a dead-line to pay me??

 

george35

 

According to some CC posters they have filed credit card disputes but I'm not sure how helpful it was. We chose to wait it out. Our cruise was scheduled for March 22nd but we were cancelled on March 13th and received the refund on April 29th.

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3 hours ago, Argo. said:

The small print on the FCC:

"We would like to make you aware of some important information regarding your FCCs:
Any booking made using the Cruise with Confidence FCC must be used for a sailing that commences on or before December 31, 2021. 
If the Cruise with Confidence FCC is not redeemed and sailed on or before December 31, 2021, the certificate will automatically expire and have no value.

 

That is what my FCC said when issued back in March, and that was the wording used on the website at the time. Celebrity subsequently confirmed that the FCCs could also be used for existing booking, not just new ones. They have also extended the "sail by" date:

 

Future Cruise Credits are valid through 2021, but do they have to be used on a sailing in 2021?

No. Bookings made using an FCC received from a canceled sailing due to our suspension of operations may be used on a sailing that commences on or before April 30, 2022.

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Hearing on an FB group that Travel Agents have been advised of an updated CwC type policy for RCCL group companies, sorry no link I can give. Any TAs on here now? 

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This from our large USA TA this morning regarding our April 1 Solstice Cruise that was cancelled mid March -

Looks like June sometime for our refund at best . Apparently patience is a virtue. 

 

Good Morning,

 

I hope you are well. I was able to confirm the refund is requested, it is just taking  up to 60 days from when the request was made for it to be issued out.

 

Please do not hesitate to contact me if you have any further questions.

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11 minutes ago, sunlover33 said:

 

Yes, that's the one i'd heard about thank you.

 

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Cruise with CONfidence, I love it.  The CON is that the FCC can't be used for reservation deposits.  So, if you give them more money before this August you might be able to cruise again with them if they don't go bankrupt before April 2022, otherwise they will have conned you out of more $$$.  No thanks, just gimme my money back please.

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6 hours ago, george35 said:

I had a B/B cruise on the Equinox from 28-March to April 11 & still waiting. They gave me a dead-line to pay in full for the cruise do you think I should give them a dead-line to pay me??

 

george35

I had the same B2B. Received the 125% FCC almost 4 weeks ago.

Finally today received the refund for the taxes & port charges for the first one ONLY.

The refund was made on Sunday and posted today.

Maybe the second one will post next week.

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I applied for a refund through Celebrity's site on March 27 for a cancelled Alaska cruise.  Hearing nothing, today I called credit card company - American Express Platinum card - and immediately received almost a full refund, including a $25.00 deposit made in January 2019 "on them".  They are investigating a payment of $500 charged by the TA, and not by Celebrity, but I am confident it will come through. 

 

Yesterday I received a full credit card refund for a nonrefundable Air Canada $4000 ticket.  I explained that Air Canada cancelled three of my four flights. That dispute has been marked "closed".  Air Canada has stated they are not giving refunds when they cancel, despite regulations requiring it. 

 

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