Payment made in Full - Notice of cancellation for balance due? BCC strikes again

[LMHSRN]

Made reservation on a comped cruise with a paid upgrade.  Payment in full at the time of booking.

Yesterday was final payment date for everyone on this cruse and I received a cancellation notice for over $5,000.00 balance due.

What the heck.  Anyone else have this happening?

[mrgabriel]

Call them. 
 

We’ve had a balance due notice a couple of times. In both cases, a code fell off our reservation. But it has to be resolved with a phone call. 

[upwarduk]

12 hours ago, mrgabriel said:

Call them. 
 

We’ve had a balance due notice a couple of times. In both cases, a code fell off our reservation. But it has to be resolved with a phone call. 

Unfair.

And even more unfair if you live in UK 🇬🇧 and have to pay for an international phone call!🙈

[mrgabriel]

9 hours ago, upwarduk said:

Unfair.

And even more unfair if you live in UK 🇬🇧 and have to pay for an international phone call!🙈

 

I don't know if I'd say that it's 'unfair' but rather an IT system that has problems. Historically, there have been issues with Celebrity's system that have meant many of us have gotten balance due notices. From what I've read here, no one has lost their cruise because of them unless they ignored the notice and assumed it was something that would be automatically corrected. It's a mistake, but it needs to be brought to their attention.

 

Does the Chat feature work on the website? I haven't used it in a long time. I always like Chat because it provides you with a written record of what someone has said.

 

Alternatively, if you can't chat and understandably don't want to pay for an overseas call, you could email the president's office. Or if you have an X (Twitter) account, post there.  They are responsive. 

[Thejuggler]

11 hours ago, upwarduk said:

Unfair.

And even more unfair if you live in UK 🇬🇧 and have to pay for an international phone call!🙈

Use a mobile using wifi calling and there is no charge.

Edited August 13 by Thejuggler

[LMHSRN]

On 8/12/2024 at 12:55 PM, LMHSRN said:

Made reservation on a comped cruise with a paid upgrade.  Payment in full at the time of booking.

Yesterday was final payment date for everyone on this cruse and I received a cancellation notice for over $5,000.00 balance due.

What the heck.  Anyone else have this happening?

So, to bring everyone up to date....Apparently if you access your booking on final payment day for any reason, it cues IT that this is a new booking and it is rebooked at the current rates.  If you had done a BCC booking, that will disappear completely.   

Called BCC - took over hour on phone to get the invoice back to it's original status.  Makes you wonder.  If I has not seen the balance due I could have had the entire thing cancelled.  Needless to say I would have been P...ed

[newcruzer2]

1 hour ago, LMHSRN said:

Apparently if you access your booking on final payment day for any reason, it cues IT that this is a new booking and it is rebooked at the current rates. 

Is this the case for everyone or just comped casino bookings?

[OysterD]

I wonder just how many 'glitches' there are in their IT systems every day?! A week after final payment for my upcoming cruise I noticed that there was actually a negative outstanding balance showing! It was showing that X owed me just over half the total cruise fare that I'd already paid in full. After a long convoluted phone call whereby the customer service rep (not in a UK or US office) didn't understand what was going on, couldn't see the negative balance at her end and didn't know what to suggest apart from sending a screenshot in to the customer service email address. It somehow cleared itself up after a couple of days so I'll never know what happened!

[leaveitallbehind]

43 minutes ago, newcruzer2 said:

Is this the case for everyone or just comped casino bookings?

It must be related to BCC bookings as we have accessed our booking on final payment day many times - either to make the final payment or confirm a previously posted one as received - and have never had it rebooked as a new booking at the current fare.  That would be highly unusual with a standard booking IMO.

 

And BTW IMO that likely would not be a Celebrity IT issue as they are not the booking party with BCC bookings.

Edited August 15 by leaveitallbehind

[fligster]

On 8/14/2024 at 3:29 PM, LMHSRN said:

So, to bring everyone up to date....Apparently if you access your booking on final payment day for any reason, it cues IT that this is a new booking and it is rebooked at the current rates.  If you had done a BCC booking, that will disappear completely.   

Called BCC - took over hour on phone to get the invoice back to it's original status.  Makes you wonder.  If I has not seen the balance due I could have had the entire thing cancelled.  Needless to say I would have been P...ed

We are going on first BCC booking this January, thanks for this information.

[IsanTom]

On 8/13/2024 at 2:05 PM, Thejuggler said:

Use a mobile using wifi calling and there is no charge.

I agree!

[slk1000]

I had this happen as well. I thought I paid the full balance as I always do. They told me I didn't and my cruise way cancelled:(  I wonder if the same happened with a code dropping off because I also paid for an upgrade. Thanks for the heads up in case this happens again.

[Jim_Iain]

On 8/12/2024 at 11:39 PM, upwarduk said:

Unfair.

And even more unfair if you live in UK 🇬🇧 and have to pay for an international phone call!🙈

Good reason to use a Travel Agent.   One text and it is handled.

 

BTW for most issues you should be able to contact by sending them a message on Twitter.