Celebrity Summit - 5/20 Sailing Cancelled

[ocngypz]

We were booked on this cruise too... wotta bummer, eh?

 

I believe the freebie is going to be "apples to apples"; if you paid for a 2A balcony, you'll get up to a Cat 2A balcony, an inside - inside, etc.... with no less priority at booking than anyone else. You may be able to upgrade with additional charge. You will only be limited by the category originally booked. It's just like money, only dependent on availability... actually better, since it can be used for a more expensive cruise. Book the freebie early...

 

There is still availability for this summer to Alaska... tho if you chose your cabin carefully, you may have to settle. The other problem will be booking air, may be sold out thru the cruise line or impossibly expensive if booked independently... not too much of a problem for you, living near Vancouver http://boards.cruisecritic.com/images/icons/icon7.gif

Smile

 

Now as for our non-refundable air, and non-refundable post-cruise hotel, booked independently... hmmm... will be interesting to see how Celebrity handles those. Since the phone lines are impossibly busy(been on hold for 45 minutes), I'll send a note to the DSM(district sales manager) to get some answers(I am a TA, but have little experience with Celebrity in instances like this)...

 

aussiedisneyfan - your agent should INSIST on a refund for BOTH cruises, tho I doubt you'll get freebies for both.

 

 

It's quite simple.

 

First, Celebrity is offering $200 per cabin towards air-rebooking fees. The balance of your air is transferred over to your new air.

 

Each cabin also receives $200 Onboard credit on their replacement cruise

 

As for hotels, my clients are covered by their travel insurance for all prepaid expenses.

 

You'll get more answers by calling Celebrity than you will your DSM.

 

Your commission on the original booking is protected. When the client is rebooked, you receive a $50 rebooking fee.

 

Clients not wishing to rebook immediately will receive a voucher in the mail.

[organizedhome]

Another back-to-back cruiser with a cancelled first leg.

 

Our problem is there is no way for Celebrity to get us up to Seward in order to take the second leg. No air, no hotel--and we'd have to pay for this--and if we made our own flight arrangements and the May 27 leg is cancelled, we'd be stranded.

 

Since we'll have to cancel the May 27 cruise, they've offered us a refund.

 

Very sad. It was like pulling teeth to get our schedules meshed and the time off. We won't get this chance again soon, and now have few vacation options. Guess hubby is going to Vegas.

[editor@cruisecritic]

First, I want to say how badly I feel for not only the folks whose cruise was cancelled but also those who are onboard now. We're hearing from bigtexxx that passengers are pretty upset about the compensation (or lack thereof) as well as missing ports of call.

We've got a new item up about that, check it out (cruisecritic.com/news).

Did want to address the comment about Constellation. It did have problems (during sea trials? can't remember) that actually delayed its launch at relatively the last minute. I don't think it's had issues since then, though.

I was supposed to sail on Infinity a few years back (about this time of year) and it got cancelled at the last minute. We were able to rebook pretty easily -- same cabin category -- and the refund was n-i-c-e!

Thanks, Andy, for your info on the lawsuit -- we'll update our first item.

 

Carolyn

[Seabee]

Interesting comment on the news item regarding the fact that Celebrity ha known about potential problems with the Pods for some time...seems to me that those complaining (i.e. CC members on board) also have known about the Pod problems for some time and chose to sail on a M Class ship anyway. :eek:

[aussiedisneyfan]

Well now I am really unimpressed with Celebrity. They have refused to refund our second leg 5/27 and won't apply the free cruise credit to it either. Now we are stuck with having to go on the 5/27 and then if we wish to get the free cruise pay for yet another flight to the US from Australia to get the free cruise.

 

I don' believe our travel insurance will cover cancelling all of everything because as Celebrity said if we don't go at all we are choosing not to go not we are unable to.

[pml13504]

we are in Nebraska...driving from FL to Vancouver and we just got the news today...Sepyle are you here?

[aussiedisneyfan]

Since we'll have to cancel the May 27 cruise, they've offered us a refund.

 

Hi, do you have any info on who you spoke to. As we have been told by the Australian branch that they will not refund that sailing as we chose to cancel.

[Kiwifruit]

Hey Disney Fan,

 

Fellow Anitpodean here who was on the abbreviated Summit cruise same time last year (just like the present case, the cruise following was cancelled to do some repair work on the pods in Victoria). My advice to you would be to pick up phone and deal directly with Head Office in US as you will probably get far more cooperation that way. All your travel agent can do is relay your requests to Head office and being the one effected you are far better to advocate your position.

 

One possible option if you can get up to Alaska would be to see if they will allow you to use your cruise credit for one the land-cruise packages they offer in Alaska prior to joining cruise.

[organizedhome]

Aussiedisneyfan, I'm getting the run-around about this, too.

 

On Wednesday evening, I called the number given and spoke with "Antoinette". She indicated that Celebrity had no available air to get us to Seward for the 5/27 sailing--and that if I couldn't find transportation on my own, that they would refund that second sailing.

 

Yesterday, after I confirmed that the travel arrangements would be prohibitively expensive at this late date, I called back.

 

The story has now changed. I went all the way up the line to a supervisor, "Cathy", and was told that no compensation would be offered for the 5/27 sailing.

 

In practical terms, we either eat that cruise and lose 50% of what we paid for it OR, and this is the best the supervisor could offer me, we rebook another, later cruise--and the "rebooking fee" will be waived. We'll have to pay the difference between the fare we paid and the new cruise, but at least we won't see our money disappear.

 

Maybe. I've been told two different stories, and haven't yet succeeded in the rebooking. Supposedly, THAT has to be done through my travel agent.

 

IF I can make that happen today, so we don't lose both our 2005 vacation AND our money, I'll let you know. Until then, I'm quite unhappy with the changing story and the four hours I spent on hold to GET that story.

 

I've done 14 cruises in the last 5 years, but this is our first Celebrity booking. Let's just say there's a bad first impression being created by the situation.

[aussiedisneyfan]

Thanks for your response. We are trying to ring the number now but it is still saying the office is shut. The regular number answered and they they put us through to the special number which was closed.

 

We are currently flying into Seattle on 5/18 and were then catching the train to vancouver. From what I can see it will cost at least $300 for a flight to Anchorage and then we still have to get to Seward. Plus we probably need an overnight as the cheapest flight arrives in Anchorage at midnight.

 

we have travel insurance but am not sure if they will cover the changes. It should. We have been told however that they wouldn't cover anything if we decide not to go on the second cruise.

 

As far as we understand Celebrity can't even offer us the seven night cruise after 5/27 is it is booked out. They are not being very flexible and coming from Australia is very expensive.

 

They will probably get to keep the free cruise from us becuse it will cost us about $5000 just to get over the to take up the offer.

 

They have also told us that they wont apply the free cruise to our existing booking it has to be a new one. This is all from the Sydney office. Will post again after we have spoken to the helpdesk

[jerhardt]

Here's a link to the story running in the Vancouver Province this morning. Apparently the ship will be repaired in Vancouver. Similar problems to the NCL Star late last year, and the Jewel when it left drydock.

 

http://www.canada.com/theprovince/news/story.html?id=d8dc79c8-e0c0-4a12-9bb3-8d0fc2ad3f81

[nmtraveler]

Thanks for your response. We are trying to ring the number now but it is still saying the office is shut. The regular number answered and they they put us through to the special number which was closed.

 

We are currently flying into Seattle on 5/18 and were then catching the train to vancouver. From what I can see it will cost at least $300 for a flight to Anchorage and then we still have to get to Seward. Plus we probably need an overnight as the cheapest flight arrives in Anchorage at midnight.

 

we have travel insurance but am not sure if they will cover the changes. It should. We have been told however that they wouldn't cover anything if we decide not to go on the second cruise.

 

As far as we understand Celebrity can't even offer us the seven night cruise after 5/27 is it is booked out. They are not being very flexible and coming from Australia is very expensive.

 

They will probably get to keep the free cruise from us becuse it will cost us about $5000 just to get over the to take up the offer.

 

They have also told us that they wont apply the free cruise to our existing booking it has to be a new one. This is all from the Sydney office. Will post again after we have spoken to the helpdesk

 

We ran into a similar but not quite as complicated problem on our September 2004 Coastal on the Summit. The cruise was delayed two days while the same thrust bearing was being repaired. Since the repairs will be done in Vancouver I don't see why Celebrity can't board her May 20th back-to-back passengers and take them to Seward. They have to make the trip anyway and it takes only about 3-4 days to repair the pod. On our cruise, they went from Vancouver to San Francisco, repaired the problem and sailed back to Vancouver in a week. I'd be willing to bet that you could board on the 23rd or 24th. That certainly would solve your problem and Vancouver is a great place to be stranded. I believe your travel delay portion of your trip insurance would cover that (ours did).

 

If you want to complain to corporate try this:

 

Greg Johnson

AVP, Investor Relations

Royal Caribbean Cruises Ltd.

Phone: (305) 539-6153

Fax: (305) 539-0562

E-mail: investorrelations@rccl.com

Too bad we don't have the email address of Dan Hanrahan, the CEO of Celebrity.

Celebrity is getting a black eye out of this but they don't seem to realize or care about it.

Good luck! I'm also going to complain as a stockholder.

[shofer]

We had booked a 9 day San Diego to Alaska cruise in 2002 and had it changed by Celebrity to San Francisco to Alaska. We had already booked our air to SD but the cost of re-booking it was refunded by Celebrity. Since we had one of those "no-refund, no change" tickets there was a penalty to cancel & rebook and Celebrity paid it plus adjusting our cruise cost to reflect one less day. No free cruise since this happened about 4 mos before we actually went.

[FinelyCruising]

This happened to us a few years ago in Summit as well, and for the same reason, and we were pretty disappointed, BUT they gave us a nice discount and we sailed a few weeks later on Millenium on the same itin. Airfare change was minimal issue. There are still a few of us out there that remember this cruise fondly. ;)

 

Hopefully it works out for most as it did for us. These pods.....

[organizedhome]

I wish I had a better outcome to report. Celebrity is NOT dealing appropriately with back-to-back passengers who are impacted by the 5/20 cancellation.

 

First, we had a very difficult time getting a straight answer about what our options were. Wednesday evening, I was told we could cancel the second leg without penalty if I could not arrange alternate transportation to Seward; one day later, I was told no refund--that all I could do was rebook the second leg through my travel agent to avoid a cancellation penalty.

 

Well, we tried that today, and even my TA got the run-around. First, it was "oh, you can only rebook the same route" (NOT something I was advised the day before), then when she tried to do so at a time when we had time off, we got "no, you can only rebook sailings in the next couple of weeks".

 

Our choices dwindled down to three. Take our chances on independent transport and pay the additional price for airfare and hotels to get one-half of the vacation we'd booked, cancel the second leg and take a 50% penalty, or accept an immediate rebooking.

 

Except there was one big problem: my husband has no more time off this summer.

 

All it would have taken to make us happy would have been to allow us to rebook the same two-leg trip for next May. We would have paid the difference for the rebooked leg, gotten the trip we bargained for, and to my mind, found a fair solution. Celebrity would have kept the money they already have, plus been paid additional sums, and all would have been well. When I asked (repeatedly) why this option wasn't acceptable, I was simply told "it's a business decision."

 

Problem is, Celebrity is in the VACATION business. As working professionals, we weren't able to drop our lives and reschedule this cruise on short notice at their convenience. Refusing to rebook further out than a couple of weeks is not a realistic solution for those of us still in the job market.

 

Yet I couldn't see canceling the second leg and forfeiting that 50% for NOTHING--and so, I'll be taking the rebooked trip alone in a few weeks. My poor husband can't get away to join me, but the alternative would reward this cruise line by letting them keep our money AND give them the chance to sell those suites to somebody else.

 

"The Celebrity Treatment"--How did it affect us?? Well, our vacation is ruined.

 

Celebrity's refusal to recognize the impact of the 5/20 cancellation on back-to-back cruisers relying on that leg--or to show the slightest flexibility in rebooking--means that this will be our first and last trip on the line.

 

Thankfully, the upside to this "we don't care" airline mentality is that unlike the airlines, there is a LOT of competition for our cruise dollars. We cruise four times a year, and believe me, we're going to tell THIS story to our fellow cruise consumers for years to come.

[aussiedisneyfan]

I have in writing

 

Due to the cancelation of the SM 05/20/06 and as per our conversation today, it has been approved by my Superiors to refund the 2nd cruise of your BkBk cruise, We will advised our International Rep in Australia of this decision since it is very unfortunate that you could not complete your cruise do to flight schedules, and availability ,you will be refunded on both cruises 05/20/06 and 05/27/06 sailing's and will be issue an FCC for a future cruise on the first one.

 

Like you, organizedhome all I wanted to do was move the cruise to a different date. Didn't want refund/compensation for the 2nd bit just a free transfer.

 

Lets see if they keep their word on Monday when we ring Sydney.

[CasinoJoan]

Hello

Last year our cruise to Alaska was canceled less then two weeks prior to leaving. See Below Blurp

5-25-05

Celebrity cancels June 3 2005 Summit cruise

*** Celebrity Cruises canceled its June 3 seven-day Alaska cruise on Celebrity Summit out of Vancouver, and is cutting one day off the ship's May 27 sailing. Celebrity said it needs to replace a piece of the ship's propulsion system that's showing wear, so it will go into drydock in Victoria. The ship's regular schedule should resume June 10. Persons on the canceled cruise will get a full refund and a free future cruise; those on the shortened sailing will get a $300 per stateroom credit and a 25 percent discount on a future cruise.

 

We rescheduled for the Southbound leaving Seward on June 10th (and I understand there is still availability). Our airfare for our new date this year was considerably more (the extra was our cost).

 

We picked the same category but because made reservations almost immediately we had "prime" pick for cabins.

 

Thank Goodness when we rescheduled our Alaska Cruise we did not pick the May date... What a bummer that would have been! :eek:

 

There were (are) six of us in the family.... two in Kentucky, two in Florida and two in Indiana. Vacations were already scheduled and with such a short notice there wasn't a whole lot of time to change plans.

We all went to Las Vegas with the whole family. In that we received our cruise money back it was nice to feel like we were spending someone's else money.

 

I don't recall a $200 credit per cabin.... is that something new being offered or did I miss it?

 

For those of you who cancelled - so sorry as know what you are going through BUT at least the problem was before and not during the cruise. (That is what I kept telling myself last year).

 

Good Luck

Joan Sue

[organizedhome]

Aussiedisneyfan, I'm glad to see you got a better outcome than we did.

 

I'll keep my fingers crossed for you. Let's hope they don't change their tune come Monday.

[aussiedisneyfan]

Organizedhome, I would be trying to get them to give them exactly what you want. What is the point of a holiday without your husband. It is worth a try at least. Now you can say you know someone else has been given it.

[Gator_Family]

Hi my family was booked on the canceled summit cruise for June 3rd, 2005 and they gave us a cruise credit and we used that credit for another Summit cruise to Alaska unfortunately it was for May 20th, 2006 cruise which was ALSO CANCELED!! We have been on celebrity before but this is ridiculous. Twice in 2 years come on!! It was my sister's honeymoon, both my brothers college graduations and both my parent's birthdays. It is a huge let down to have it canceled last minute two years in a row!! They should have dry docked the boat last year for two months and had it fixed (which we were told they were told to do) !! Plus Celebrity was extremely rude to our travel agent they even made her cry!! We made a choice to NOT go back for the summit just in case!!

[CasinoJoan]

Hello Gator Family

My daughter and I were just talking about our "not choosing the May 20th" date for the make-up from cancellation cruise... She said there are probably a few out there who did.. and then checked the board and your news.

Can't believe that Celebrity was rude to your travel agent - would think they would be bending over backwards to help you considering two years in a row a Celebrity Cancelled Cruise.

I didn't know that they recommended the last time that they dry dock for an extended time...which they did not do and as you said - should have. Do you think they will follow advice this time.... because it would then extend into June 10th.

Is there anyway Celebrity would put you on another cruise ship around the same time (sure there are last minute bargains they can work with)? That seems to me to be the least they could do for you.

Good luck to all of you and Happy Birthdays and Graduations. Was the honeymoon last year or this year?

Let me know how things go.

Joan Sue from Louisville, Ky

[aussiedisneyfan]

Gator Family, you poor things. What a terrible letdown to have it happen twice to you. I hope that you can work something out to your satisfaction, but it shouldn't be up to you, as CasinoJoan said they should be bending over backwards to help you.

[Gator_Family]

We have actually decided to fly to Anchorage and take the railroad around. We don't feel like cruising right now if you get what I mean. Her honeymoon is this year they were actually married in April and were waiting to use this cruise as their honeymoon. But we have nice rooms in Anchorage and we intend to make the best of it plus this way my brother who actually hates boats anyways can stay home! So it works out okay, maybe we'll use the credit later this year, but not on the Summit :) .

Well we don't know for sure they were told but that's what one celebrity person told our travel agent, but if they were they probably regret not docking it.

[c-legs]

:( Good evening,

That's a perfect exemple of how the media can twist and distort facts, specially when egged along by '' an amateur cruiser who writes reviews ''.

While nobody denies the annoyances and frustrations triggered by a mechanical episode, FACTS should be kept straight when reporting on the issue, sometimes at the cost of an otherwise jazzy story...

** The trip is not a 13 day sailing to Sitka with a stop in Seattle-- it is a 13 day sailing from LosAngeles to Vancouver with stops in SanFransisco, Seattle, Ketchikan,Juneau, Skagway, a visit to Hubbard Glacier, Sitka, sailing thru the inside passage, Vistoria, before ultimate disembarkation in Vancouver.

** The current sailing is still 13 days.

** two stops, (Seattle & Sitka) have been removed from the original itinerary. The issueing of US$200.00 OBC to compensate is standard procedure in similar circumstances;; the presence of an amateur cruise reviewer should not be a licence to turn those facts into a fault.

**The total transportation, and its accessorial services, are still provided by Celebrity

**Talk of '' passengers being held hostage'' is truly irresponsible and represents a ridiculous diversion from the real facts and only serves to feed the odd ambulance chasers still lurking around.

 

Let's not lose sight of the real facts: problem discovered with a radial thrust bearing==reaction==solution;; none of these issues can ever be solved with everybody being 100% satisfied; ship slowed to allow current journey to be continued with minimal amendements;; drydock arranged in Victoria for arrival mid-evening 20th May; repairs lined-up;;future cruise passengers being compensated more than generously....

 

Let's all keep a cool head...and still empathize with those guests currently affected.

 

Cheers

CG

;)

 

 

 

 

Here's a link to the story running in the Vancouver Province this morning. Apparently the ship will be repaired in Vancouver. Similar problems to the NCL Star late last year, and the Jewel when it left drydock.

 

http://www.canada.com/theprovince/news/story.html?id=d8dc79c8-e0c0-4a12-9bb3-8d0fc2ad3f81

 

[c-legs]

:) Hi,

Re, your comments about NCL Star, and the Jewel.

Correct: NCL star was thrown into unscheduled drydock in March this spring due to a similar problem involving the same type of propulsion; the ultimate '' cost'' included two Mexican Riviera sailings being scrubbed out and the previous four having two ports removed from the itinerary and replaced by others closer to home port, thus shortening the trips.

Jewel had some tweaking of her first two journeys for the same reasons.

 

These things unfortunately happen. Things mechanical WILL fail at some point and it's very hard to predict exactly when....

 

Other ships with similar propulsion systems have encountered this type of disruptive failures. Celebrity Infinity,Millenium;among others.

 

It's a bummer when it happens...

 

Cheers

CG

 

 

Here's a link to the story running in the Vancouver Province this morning. Apparently the ship will be repaired in Vancouver. Similar problems to the NCL Star late last year, and the Jewel when it left drydock.

 

http://www.canada.com/theprovince/news/story.html?id=d8dc79c8-e0c0-4a12-9bb3-8d0fc2ad3f81