Reporting Positive Covid Test to Celebrity - our experience so far...and questions for those who have done it

[PAGA]

We received positive Covid test results this afternoon, and will not be boarding our sailing tomorrow. After reading other posts on this topic, we are somewhat surprised by the difficulty we are having communicating with Celebrity.

 

We used the proctored Emed.com tests and called the phone number on the enclosed card to report our positive result (1-844-418-6824). After being on hold for over 75 minutes, it rang once and the call was disconnected before a representative came on the line.

 

In the interim, we searched the Celebrity threads and found an alternate Royal Caribbean number to call (# 800-256-6649.  It starts with a menu that includes "press __4__ if you have tested positive for Covid 19"). Calling this number got us immediately transferred to a Celebrity rep with no wait.

 

We were told to email the test result to CelebrityEngagementCenter@Celebrity.com with the sailing date and reservation number in the subject line (in our case, 2 reservation numbers, as we were booked on a B2B) and our preferred contact information in the body of the email...and then told it would be 7-10 business days until someone contacts us!!

 

After waiting on hold for 47 minutes in a second attempt with the #1-844-418-6824, I was told no refunds will be processed until each leg of the B2B has respectively ended (as if I might magically appear on board mid-cruise!)

 

Did others have to wait this long for a response regarding their refund?

 

We also asked if we could board the 2nd leg of our B2B on Jan 22 and were told firmly no by both representatives. You cannot board within 14 days of receiving a positive result, regardless of your test result in the 48-hour pre-embarkation window (which is implied, but not crystal clear to me when reading the refund policy & 24hr pre-boarding health questionnaire).

 

It just feels weird to me that we are just basically "no-shows" at the pier tomorrow...Anyone have a different experience?

 

[Arizona Wildcat]

Celebrity is absolutely buried with calls and am sure has a bunch of its own employees out sick as well.  Definitely a difficult time for everyone.

[Luckynana]

So sorry to hear that you tested Positive.  Best of luck to you both.  This is everyone's worst nightmare when we've all been planning on getting back to cruising.

[jwlane]

Do yourself a favor and do separate emails for each sailing.  It'll probably be weeks before you get refund/FCC.

 

[pilot]

Just send all of your info to your TA. Let your TA take care of it. That’s what they are there for. 
 

I have been using my TA for years, over 40 cruises, and she takes care of all issues. 

[Denny01]

For the OP, yes you were given the correct info of what to do and that you can’t board the 2nd cruise. Once you’ve sent the email with your positive results documentation you’ll get a reply they are processing it and a window of when you should Exocet your refund they usually won’t give you specifics until they receive and process the test results. 
 

as stated above if you used a TA they can and should handle all of this for you. 
 

den