quicklabs Posted July 12, 2022 #1 Share Posted July 12, 2022 I am starting this thread in order to provide info about our efforts to obtain a refund for the days we spent in quarantine on the Apex. Perhaps it will be useful to others in this situation as well. We were moved from a Celebrity Suite to a Deck 3 Oceanview, where I spent 10 days and my husband spent 6 days of our 12 day cruise. We disembarked on 8 July. Before we disembarked, the Quarantine Concierge on the ship had assured me several times that the information about our quarantine would be "in the system" and visible to the Engagement Center. She directed me to call them when we got home and we got a card with a general contact number and email. . She had no other information about the process. I called the Celebrity Engagement Center for the first time today and was told that they need to contact the ship directly to get the details of our quarantine period in order to evaluate the situation and our eligibilty for a refund. Apparently, there is no information about our quarantine associated with our reservation number, despite what we had been told on the ship. The person I spoke with today said that she will call me back on Friday.we I will provide updates on this thread as I get new information. Wish me luck! 1 7 Link to comment Share on other sites More sharing options...
MR_T Posted July 12, 2022 #2 Share Posted July 12, 2022 That’s not good, we were on the Apex last September and was quarantined for 3/4 days with suspected covid but tested negative each day before being released by the doctor. We were informed we would get the credit certificate on the last day of the cruise and that’s exactly what happened. hope you manage to get it sorted quickly, I just don’t understand why this isn’t a straightforward process for everyone involved especially as the ships have been dealing with this for months now… 4 Link to comment Share on other sites More sharing options...
RichYak Posted July 12, 2022 #3 Share Posted July 12, 2022 41 minutes ago, MR_T said: last September Those were different times. Link to comment Share on other sites More sharing options...
Arizona Wildcat Posted July 12, 2022 #4 Share Posted July 12, 2022 2 hours ago, quicklabs said: I am starting this thread in order to provide info about our efforts to obtain a refund for the days we spent in quarantine on the Apex. Perhaps it will be useful to others in this situation as well. We were moved from a Celebrity Suite to a Deck 3 Oceanview, where I spent 10 days and my husband spent 6 days of our 12 day cruise. We disembarked on 8 July. Before we disembarked, the Quarantine Concierge on the ship had assured me several times that the information about our quarantine would be "in the system" and visible to the Engagement Center. She directed me to call them when we got home and we got a card with a general contact number and email. . She had no other information about the process. I called the Celebrity Engagement Center for the first time today and was told that they need to contact the ship directly to get the details of our quarantine period in order to evaluate the situation and our eligibilty for a refund. Apparently, there is no information about our quarantine associated with our reservation number, despite what we had been told on the ship. The person I spoke with today said that she will call me back on Friday.we I will provide updates on this thread as I get new information. Wish me luck! What would have been entered on your cruise record is only the dates of your quarantine. The policies have completely changed since the other poster 9 months ago. Have friends that were on Apex in June and quarantined and they were told their credit would be issued in several weeks. 1 Link to comment Share on other sites More sharing options...
SbbquilterUT Posted July 12, 2022 #5 Share Posted July 12, 2022 Our refund for quarantine days took about 45 days - we did call the Engagement Center to initiate the conversation and then had to follow up several times. 1 Link to comment Share on other sites More sharing options...
Cruisernewbie44 Posted July 13, 2022 #6 Share Posted July 13, 2022 Did you make contact yourself or your TA? Link to comment Share on other sites More sharing options...
MR_T Posted July 13, 2022 #7 Share Posted July 13, 2022 8 hours ago, RichYak said: Those were different times. Maybe, but not sure why if it’s the same policy being offered… 🤷🏼♂️ Link to comment Share on other sites More sharing options...
RichYak Posted July 13, 2022 #8 Share Posted July 13, 2022 1 hour ago, MR_T said: Maybe, but not sure why if it’s the same policy being offered… 🤷🏼♂️ Perhaps the exponential increase in the number of covid cases on board since Omicron has something to do with it. Link to comment Share on other sites More sharing options...
quicklabs Posted July 13, 2022 Author #9 Share Posted July 13, 2022 12 hours ago, Cruisernewbie44 said: Did you make contact yourself or your TA? I made contact myself. Link to comment Share on other sites More sharing options...
SbbquilterUT Posted July 13, 2022 #10 Share Posted July 13, 2022 17 hours ago, Cruisernewbie44 said: Did you make contact yourself or your TA? We had booked directly so handles it ourselves. Your TA does not sound like they have pushed to the correct people to get this done. Link to comment Share on other sites More sharing options...
Rare Jim_Iain Posted July 14, 2022 #11 Share Posted July 14, 2022 We also handled our directly even though booked with an agent. I had a bad experience with my agent and she stiffed me on my last 2 cruises for the promised OBC's. These were the last two cruises I had booked with her and knew I couldn't expect anything from her. Engagement Center worked well with us and finally got the last part of our reimbursement after about 45 days. The longest to be refunded was the next cruise that was cancelled. 1 Link to comment Share on other sites More sharing options...
quicklabs Posted July 15, 2022 Author #12 Share Posted July 15, 2022 (edited) As promised, the Celebrity agent called me back today. She verified all the dates of quarantine, excursions already refunded and amount to be returned to our credit card. All this squared with my calculations. The final approval needs to roll through accounting, and she estimates that a refund will be made to my credit card in about 14 days. She was very helpful indeed and offered her continued assistance if I had any questions or issues needing resolution. So, I am optimistic and pleased with the response as of today. It has been just 7 days since disembarkation. Edited July 15, 2022 by quicklabs 10 Link to comment Share on other sites More sharing options...
Ex-Airbalancer Posted July 16, 2022 #13 Share Posted July 16, 2022 2 hours ago, quicklabs said: As promised, the Celebrity agent called me back today. She verified all the dates of quarantine, excursions already refunded and amount to be returned to our credit card. All this squared with my calculations. The final approval needs to roll through accounting, and she estimates that a refund will be made to my credit card in about 14 days. She was very helpful indeed and offered her continued assistance if I had any questions or issues needing resolution. So, I am optimistic and pleased with the response as of today. It has been just 7 days since disembarkation. Can you post the number you used , 2 months multiple emails not a word our TA Celebrity rep just tells her Celebrity are doing them in order Link to comment Share on other sites More sharing options...
Rare crusinthrough Posted July 16, 2022 #14 Share Posted July 16, 2022 On 7/12/2022 at 8:09 PM, MR_T said: Maybe, but not sure why if it’s the same policy being offered… 🤷🏼♂️ I agree. If anything it should be more efficient. On 7/12/2022 at 9:27 PM, RichYak said: Perhaps the exponential increase in the number of covid cases on board since Omicron has something to do with it. Omicron peaked in Jan/Feb 2022. I don't see how it would impact anything. Where have you seen there has been an exponential increase in cases? Which ship? Link to comment Share on other sites More sharing options...
RichYak Posted July 16, 2022 #15 Share Posted July 16, 2022 11 hours ago, crusinthrough said: Omicron peaked in Jan/Feb 2022. I don't see how it would impact anything. Where have you seen there has been an exponential increase in cases? Which ship? Last September there was virtually no covid on ships. Most Celebrity ships were green on the CDC color chart. I sailed on Edge in October and they had gone 8 straight weeks with 0 cases (both passengers and crew). Yes, Omicron peaked in Jan/Feb, but if you don't think there's been an exponential increase in cases on board relative to September 2021, then you simply don't understand the meaning of "exponential increase." Miami handles the refunds now. Link to comment Share on other sites More sharing options...
Rare crusinthrough Posted July 16, 2022 #16 Share Posted July 16, 2022 35 minutes ago, RichYak said: Last September there was virtually no covid on ships. Most Celebrity ships were green on the CDC color chart. I sailed on Edge in October and they had gone 8 straight weeks with 0 cases (both passengers and crew). Yes, Omicron peaked in Jan/Feb, but if you don't think there's been an exponential increase in cases on board relative to September 2021, then you simply don't understand the meaning of "exponential increase." Miami handles the refunds now. There was never a time since restart that ships were green. They were either yellow or orange. Of course, with more passengers there would be more cases. However, your statement is speculation with no documented factual information. Doesn't matter where refunds are handled, the process should be more efficient not less efficient. Programs tend to improve from initial roll out based on tweaking inefficiencies. Anyone can recognize there is a problem is it starts to deteriorate. 1 Link to comment Share on other sites More sharing options...
Rare Honolulu Blue Posted July 16, 2022 #17 Share Posted July 16, 2022 14 minutes ago, crusinthrough said: There was never a time since restart that ships were green. They were either yellow or orange. Of course, with more passengers there would be more cases. OF COURSE THERE WAS A TIME DURING THE RESTART THAT SHIPS WERE GREEN. Cruzely.com has an instructive graph. They've been tracking cruise ships and their cruise ship status since August 2021. Here it is: 2 Link to comment Share on other sites More sharing options...
Ex-Airbalancer Posted July 16, 2022 #18 Share Posted July 16, 2022 Hey , don’t care if about the amount Covid on the ship , the thread is about trying to get what was promised by Celebrity if someone got Covid 2 Link to comment Share on other sites More sharing options...
Rare Jim_Iain Posted July 16, 2022 #19 Share Posted July 16, 2022 18 hours ago, quicklabs said: As promised, the Celebrity agent called me back today. She verified all the dates of quarantine, excursions already refunded and amount to be returned to our credit card. All this squared with my calculations. The final approval needs to roll through accounting, and she estimates that a refund will be made to my credit card in about 14 days. She was very helpful indeed and offered her continued assistance if I had any questions or issues needing resolution. So, I am optimistic and pleased with the response as of today. It has been just 7 days since disembarkation. So happy to hear. Hold onto her email and phone. I've contacted mine recently about an upcoming cruise and COR questions. He answered quickly. Link to comment Share on other sites More sharing options...
SeaPete Posted July 16, 2022 #20 Share Posted July 16, 2022 On 7/12/2022 at 7:53 AM, quicklabs said: I am starting this thread in order to provide info about our efforts to obtain a refund for the days we spent in quarantine on the Apex. Perhaps it will be useful to others in this situation as well. We were moved from a Celebrity Suite to a Deck 3 Oceanview, where I spent 10 days and my husband spent 6 days of our 12 day cruise. We disembarked on 8 July. Before we disembarked, the Quarantine Concierge on the ship had assured me several times that the information about our quarantine would be "in the system" and visible to the Engagement Center. She directed me to call them when we got home and we got a card with a general contact number and email. . She had no other information about the process. I called the Celebrity Engagement Center for the first time today and was told that they need to contact the ship directly to get the details of our quarantine period in order to evaluate the situation and our eligibilty for a refund. Apparently, there is no information about our quarantine associated with our reservation number, despite what we had been told on the ship. The person I spoke with today said that she will call me back on Friday.we I will provide updates on this thread as I get new information. Wish me luck! Did you book thru a travel agent? Link to comment Share on other sites More sharing options...
quicklabs Posted July 16, 2022 Author #21 Share Posted July 16, 2022 2 hours ago, SeaPete said: Did you book thru a travel agent? No. We booked through Celebrity. Our Celebrity agent just reached out to us this afternoon and she will help us track this trough. Link to comment Share on other sites More sharing options...
RichYak Posted July 16, 2022 #22 Share Posted July 16, 2022 9 hours ago, crusinthrough said: There was never a time since restart that ships were green. They were either yellow or orange. This is nonsense. Link to comment Share on other sites More sharing options...
Redtravel Posted July 17, 2022 #23 Share Posted July 17, 2022 It took a month. Link to comment Share on other sites More sharing options...
Ex-Airbalancer Posted July 17, 2022 #24 Share Posted July 17, 2022 16 minutes ago, Redtravel said: It took a month. When was the cruise ? Link to comment Share on other sites More sharing options...
Rare LMaxwell Posted July 18, 2022 #25 Share Posted July 18, 2022 On 7/16/2022 at 8:42 AM, Honolulu Blue said: OF COURSE THERE WAS A TIME DURING THE RESTART THAT SHIPS WERE GREEN. Cruzely.com has an instructive graph. They've been tracking cruise ships and their cruise ship status since August 2021. Here it is: Interesting site thx for the tip 1 Link to comment Share on other sites More sharing options...
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