Cancelled Cruises Refund Tracker/Discussion (merged topics)

[C-Dragons]

23 minutes ago, NHDOC said:

 

from what I have read the son, and current Director is Arne Alexander Wilhelmsen, the father was Arne Wilhelmsen who died in April in Spain.   He died at age 90 in Spain during the height of the COVID-19 outbreak with no cause of death given.

Yes, you are correct. It seems some of the news articles had to make corrections due to confusion over their names. But Arne Wilhelmsen was the co founder of Royal and was on the board of directors until 2003 when his son Arne Alexander took his place:

 

 

“At a time when the rest of the world thought cruising was a niche use for old transatlantic liners, Arne was already seeing glimmers of the growth that was possible,” said Richard Fain, RCL’s chairman and CEO. “He had a vision of the modern cruise industry when the ‘industry’ might have been a dozen used ships, total.”

 

In 2003, Wilhelmsen was succeeded on the company’s board of directors by his son, Arne Alexander Wilhelmsen, chairman of the family’s company, now known as Awilhelmsen.

Awilhelmsen Group remains the largest shareholder in Royal Caribbean Cruises Ltd.

[Blue_Flame]

April 11 cruise canceled by X in second round of cancellations. I requested the cash refund around April 1st, both through my TA, and then just filling out the Celebrity form myself. 

 

A refund of my final payment amount made a few months ago hit my credit card this week (dated Sunday 5/3). However, I had two payments made a very long time ago on this cruise, on credit cards that are now closed accounts (one being the Celebrity BofA Visa, the other AA Citibank Visa).
 

My TA was told by Celebrity two different stories. One was, if the refund can’t go back to the card, Celebrity will reach out to me with a phone call (!!) to see where I want the refund to go or send me a check.
 

Second answer was that if I have any open credit card account in the same bank as my closed account, then the refund will go back to the open card. In my case, I do have another open BofA Visa and a couple of open Citibank Visas, but have seen no refund activity there. 
 

Has anyone been in a similar situation, and how were your refunds handled on your closed credit cards?

[omeinv]

35 minutes ago, Blue_Flame said:

April 11 cruise canceled by X in second round of cancellations. I requested the cash refund around April 1st, both through my TA, and then just filling out the Celebrity form myself. 

 

A refund of my final payment amount made a few months ago hit my credit card this week (dated Sunday 5/3). However, I had two payments made a very long time ago on this cruise, on credit cards that are now closed accounts (one being the Celebrity BofA Visa, the other AA Citibank Visa).
 

My TA was told by Celebrity two different stories. One was, if the refund can’t go back to the card, Celebrity will reach out to me with a phone call (!!) to see where I want the refund to go or send me a check.
 

Second answer was that if I have any open credit card account in the same bank as my closed account, then the refund will go back to the open card. In my case, I do have another open BofA Visa and a couple of open Citibank Visas, but have seen no refund activity there. 
 

Has anyone been in a similar situation, and how were your refunds handled on your closed credit cards?

I have had a similar situation, and I think I know the answer for your case.

 

I've had cases where the account I had was compromised, and the bank issued a new number, but it was actually the same account.  In that case, as you were told, the amount will refund automatically to the account, despite the change in account number.

 

If you completely closed an account, but still have a separate account, with the same issuer (e.g. Bank of America, not simply Visa) they MAY get the money to your account, but it would require manual intervention.  More likely they would reject that credit back to Celebrity.  Of course that would cause a delay.  Celebrity would then indeed reach out to you, and ask for card info for an account where you'd like it to go, or mail you a check. 

 

One thing to consider if and when that happens, particularly if it's a larger amount, and if you get credit card points; is that a check may be to your advantage.  This is because a refund will cause a deduction of the appropriate number of points from most credit cards, even if it doesn't correspond to a previous charge. 

 

Harris

Denver, CO

[nps001]

Citibank actually switched my account number and I was told by them that the refund would automatically go on the new account.     

 

[BEAV]

45 minutes ago, Blue_Flame said:

My TA was told by Celebrity two different stories.

 

That's generally what happens when two different people are asked the same question! 😁

[Happy Cruiser 6143]

I had a B2B2B booked on the Summit beginning on April 25.  Celebrity cancelled all three cruises.  I requested refunds on March 24 through my travel agent and I have written confirmation from her rep of those refund requests.  Today I received notice from AmEx that approximately half of the amount due was refunded to my credit card yesterday in five separate amounts, none of which make any sense.  So that makes 44 days (real days, not "business" days) since the request.  I forwarded the e-mail from AmEx to my TA to see if she can make any sense of it and so she can inquire as to where the rest of my money might be.  A lot of money still on the table, but I'm happy to see some of it back.

[Martinjjd]

Still no refund to we Australian cruisers for our 1 April cruise from Auckland NZ.

We cancelled via the email link provided by Celebrity on 16 March but I was told yesterday that Celebrity did not start the cancellation process for us until 10 April (so 25 days without any action), with no reason given for the delay. Celebrity rep said (reading from her script) it will be 45 calendar days after their cancellation starts until our refund is paid.

That will 70 calendar days/10 weeks from when I cancelled.

We had booked direct with Celebrity.

Another two couples from Melbourne are also yet to receive refunds & none of us have ever received any written update from Celebrity.

Based on CC postings it appears that our consumer protection laws may not be as strong as some other countries given the faster speed of their refunds compared to ours.

I could rant here but suffice to say that Celebrity's total lack service & communication has destroyed the goodwill built up from our past cruises.

Edited May 9, 2020 by Martinjjd
added relevant date

[CulverCityCruisers]

We were booked on Equinox 11 day sailing of New Orleans and 

Mexico for April 21, 2020.  We requested a refund on March 27, 3 days after receiving notification of the cruise being cancelled 

 

i called weeks later later requesting a letter for proof of cancellation which I received after a long go around with the rep.  Today I called Captains Club and said that it has been 6 weeks and where is mr refund?  Found out that they processed it back to credit cards used in 7 payments (I did the deposit and 6 payments).  She indicated that the credit card company could take a few days to post. The 30 day thing is BS, plan on 45 and if you have not received it call!! 

 

Our friends on the sailing with with us did the same thing and found out there was a problem with their credit card and that’s why they had not received their refund.  Had he not called, they never would have known that there was an issue. 

 

Glad and to be getting our $$$ back

[heakja]

On 5/8/2020 at 8:13 PM, Happy Cruiser 6143 said:

I had a B2B2B booked on the Summit beginning on April 25.  Celebrity cancelled all three cruises.  I requested refunds on March 24 through my travel agent and I have written confirmation from her rep of those refund requests.  Today I received notice from AmEx that approximately half of the amount due was refunded to my credit card yesterday in five separate amounts, none of which make any sense.  So that makes 44 days (real days, not "business" days) since the request.  I forwarded the e-mail from AmEx to my TA to see if she can make any sense of it and so she can inquire as to where the rest of my money might be.  A lot of money still on the table, but I'm happy to see some of it back.

Same here. For my cancelled May 1 cruise I have gotten two odd amounts refunded to the creditcard used for the deposit. Still nothing on the card used for final payment. Should.I expect the rest to pop up the next weeks? My TA is less helpsome and Celebrity points to him.   

[hcat]

After reading so many experiences, do  folks think it is the volume, complicated files without sep out the easy ones,  lack of staff in central locations,  the  flow of  process itself, IT, stalling, looking to get more final payments in before money goes out or _________???

 

They have improved  in some cases but still lag in many other. 

 

SW Air cancelled our flights  about a week ago and refunds and credits are already in place .  They  had to figure out what was paid for by cred  card and  orherwise with prior vouchers,  but seemed to have no issues..

[gerelmx]

On 5/8/2020 at 12:07 PM, Blue_Flame said:

Second answer was that if I have any open credit card account in the same bank as my closed account, then the refund will go back to the open card. In my case, I do have another open BofA Visa and a couple of open Citibank Visas, but have seen no refund activity there. 

 

Has anyone been in a similar situation, and how were your refunds handled on your closed credit cards?

 

This happens when the closed account is linked to the new account, like you close the account because your old CC was compromised. 

[Vagabond Knight]

1 hour ago, hcat said:

 

After reading so many experiences, do  folks think it is the volume, complicated files without sep out the easy ones,  lack of staff in central locations,  the  flow of  process itself, IT, stalling, looking to get more final payments in before money goes out or _________???

 

 

The cruise lines aren't the only large companies taking their time to do refunds.  We signed up for annual passes for Disney World this year, which are paid on a monthly basis.  They stopped our payments around the beginning of April I think, a few weeks after they closed down the parks, and promised to credit back our March payment.  Still haven't gotten it and they can't (won't?) tell us when we will receive it, and this is just a simple case of them having charged a credit card... the same card each month and the same amount each month, initiated by them.  Seems like the refund would be pretty simple, but we're still waiting...

[yorky]

5 minutes ago, SunsetPoint said:

 

The cruise lines aren't the only large companies taking their time to do refunds.  We signed up for annual passes for Disney World this year, which are paid on a monthly basis.  They stopped our payments around the beginning of April I think, a few weeks after they closed down the parks, and promised to credit back our March payment.  Still haven't gotten it and they can't (won't?) tell us when we will receive it, and this is just a simple case of them having charged a credit card... the same card each month and the same amount each month, initiated by them.  Seems like the refund would be pretty simple, but we're still waiting...

Yep up to 90 days from some other organisations.

[WrittenOnYourHeart]

11 minutes ago, SunsetPoint said:

 

The cruise lines aren't the only large companies taking their time to do refunds.  We signed up for annual passes for Disney World this year, which are paid on a monthly basis.  They stopped our payments around the beginning of April I think, a few weeks after they closed down the parks, and promised to credit back our March payment.  Still haven't gotten it and they can't (won't?) tell us when we will receive it, and this is just a simple case of them having charged a credit card... the same card each month and the same amount each month, initiated by them.  Seems like the refund would be pretty simple, but we're still waiting...

 

Yep. Ticketmaster is also taking its sweet time. They actually use the phrase "you can expect your refund in as few as 30 days". And it's not a mis-print where they meant "can take up to". I'm sitting at 34 days now and no refund for my Broadway tickets. At least the website tells me the refund has "begun processing" but who knows how long that's going to take.

[BP99]

8 hours ago, heakja said:

Same here. For my cancelled May 1 cruise I have gotten two odd amounts refunded to the creditcard used for the deposit. Still nothing on the card used for final payment. Should.I expect the rest to pop up the next weeks? My TA is less helpsome and Celebrity points to him.   

Hi.

I would be extremely happy to get odd amounts!! I like most have NO amounts.

Waiting for refunds for April 5 and april 17 cruise.

Many are still waiting for mid March cruises. Is there any order to refunds?

[Blue_Flame]

On 5/8/2020 at 10:49 AM, omeinv said:

I have had a similar situation, and I think I know the answer for your case.

 

I've had cases where the account I had was compromised, and the bank issued a new number, but it was actually the same account.  In that case, as you were told, the amount will refund automatically to the account, despite the change in account number.

 

If you completely closed an account, but still have a separate account, with the same issuer (e.g. Bank of America, not simply Visa) they MAY get the money to your account, but it would require manual intervention.  More likely they would reject that credit back to Celebrity.  Of course that would cause a delay.  Celebrity would then indeed reach out to you, and ask for card info for an account where you'd like it to go, or mail you a check. 

 

One thing to consider if and when that happens, particularly if it's a larger amount, and if you get credit card points; is that a check may be to your advantage.  This is because a refund will cause a deduction of the appropriate number of points from most credit cards, even if it doesn't correspond to a previous charge. 

 

Harris

Denver, CO

Your explanation makes the most sense. Since the canceled cards are not in any way linked to any open cards, I have my doubts my refunds will take that path. 
 

Also, a good reminder about losing points on a credit card when a refund processes. 

[Blue_Flame]

3 hours ago, gerelmx said:

 

This happens when the closed account is linked to the new account, like you close the account because your old CC was compromised. 

Yes, I think you are correct when cards are canceled and reissued with a new account number. 
 

in my case, the cards were just canceled and the other cards we currently have with the same banks are not in anyway linked to the canceled cards. I have my doubts that my refunds will find their way to another open card account that is no way linked to the closed card. 

[casinoman1]

Hello,

 

I don't follow these boards a great deal.

We live in the UK but I booked through the international office in USD I have a cruise out of Fort Lauderdale on the 8th August with Celebrity. We then have a further two cruises back to back after this one with Royal Caribbean.

I notice already our very expensive business class flights are not actually being sold, the one that they would likely put us on would mean arriving a day late and return home a day late too. This would not be possible for me with work. 

It will be 90 days until the cruise tomorrow so I need to make the final payment, I notice that Grand Cayman is closing until September, this is one of the ports of call. Can anyone advise what I should do, I would prefer a refund though they are none refundable cruises and I simply do not know when I will have the time again along with my wife to take 3 weeks again.Thanks

Edited May 10, 2020 by casinoman1

[chief190]

Cruise Care no refund.

Hello this has probably come up before. We cancelled our june 5 solstice Alaska cruise and are booked for August 5. We did it on March 13 under cruise with confidence. The problem has come up because we made final payment and had Cruise Care and cancelled prior to shut down when they offered 125% refund. We only recieved 100% future cruise credit and all outher payments made except 657.00 cruise care. Since Celebrity and not the insurance gave us a fcc why should we not get that back. cruise care only covers from start of cruise. Is this correct and does anybody know more? Since that happened I have cancelled the cruise care. if we have to postpone it again i don't want to lose 777.00 now. I am disapointed about the fcc but that is what I agreed to I can live whit that. From Captains Club and promotion we will have 700.00 on board credit so that is good. Any Body know more please enlighten me.  

Ray

[RVfromAZ]

Happy to report we have received a partial refund on CC as of yesterday, Galapagos cruise pkg April 23rd sailing, Cancelled March 24th.  Received about a 1/4 of the refund due, so hopefully the rest will trickle in shortly!

[Roger88]

I wouldnt use word "tracking". To be more exact, I dont believe there is a way to track the whole process. The only option available is to keep calling their office or checking your bank account via calling the bank (sometimes it does not appear  on yor checking account. it appears later). As far as refunds are concerned, I am glad they keep refunding us. 

[chief190]

We recieved a partial refund all but 244 dollars. they say it was an overpayment but will not ask for it back. Just a warning with this current rules if you cancel using cruise with confidence you wont receive your cruise care insurance returned if final payment is made.

[MAXII]

On 5/1/2020 at 10:05 AM, MAXII said:

 53 days now😱 Sent email to Celebrityonetouch & CelebrityEngagementCenter last week & got response today advising someone would reach out to me in 7 days😃 Other information in the email reassures me they are on it.  That's all I wanted, reassurance. I'm happy to wait.

 

CelebrityEngagementCenter advised me today refunds are being processed from 6 to 9 weeks from cancellation.  Response was personalised and apologetic.

 

I'll hit the 9 week mark this upcoming week so I'll have my TA follow up directly with X at that time.

[omeinv]

6 hours ago, chief190 said:

Cruise Care no refund.

Hello this has probably come up before. We cancelled our june 5 solstice Alaska cruise and are booked for August 5. We did it on March 13 under cruise with confidence. The problem has come up because we made final payment and had Cruise Care and cancelled prior to shut down when they offered 125% refund. We only recieved 100% future cruise credit and all outher payments made except 657.00 cruise care. Since Celebrity and not the insurance gave us a fcc why should we not get that back. cruise care only covers from start of cruise. Is this correct and does anybody know more? Since that happened I have cancelled the cruise care. if we have to postpone it again i don't want to lose 777.00 now. I am disapointed about the fcc but that is what I agreed to I can live whit that. From Captains Club and promotion we will have 700.00 on board credit so that is good. Any Body know more please enlighten me.  

Ray

Like many people, you misunderstand the intricacies of travel insurance.  The insurance protects you from the moment of purchase, and consequently the premium is fully "earned" when protection commences.  You're presuming that protection begins when the cruise begins, but that's incorrect.  When you made final payment you were protected should you have had  to cancel for a covered reason. 

 

Unfortunately for you, those whose cruise were cancelled by the cruise line and had purchased the insurance through Celebrity, are being refunded for their insurance premium; while those in your situation are not.  Those who purchased insurance independently are generally finding themselves int he same situation you are. 

 

However, many travel insurance companies are allowing customers to apply the insurance to a future trip.  It's possible you may have success on this route as well.  The key is to proceed knowing you're asking for a concession, as the language of the policy is 100% on the side of the insurance company. 

 

In reading your post it seems that you might have already been able to move the insurance once.  If you have no further trips, I'm afraid you're likely out of luck. 

 

Harris

Denver, CO

Edited May 11, 2020 by omeinv

[Vagabond Knight]

3 hours ago, omeinv said:

 

However, many travel insurance companies are allowing customers to apply the insurance to a future trip. 

 

 

For our 3/27 cruise that was cancelled by Celebrity in mid-March, we had declined Celebrity's insurance coverage and  purchased a policy with Allianz. 

 

Allianz gave us the choice to apply the policy's funds towards a future trip (the insurance was good for 770 days) or get a refund of the entire policy amount.  Being unsure of what was going to happen with travel or travel insurance over the next couple of years, we chose the refund (the old "bird in the hand").  The refund was requested on 3/20, acknowledged by Allianz on 4/4, and refunded in full on 4/6. 

 

In retrospect, it was probably foolish of us to move on it so quickly and trust that we really would get the refund from Celebrity.  We were especially questioning our decision when none of our Celebrity refund was forthcoming.  We breathed a sigh of relief when most of the cruise cost was credited back on 4/29 , though we're still waiting for the final $700+.