Celebrity Cruises Avis 

We have travelled with celebrity for many years and have always had excellent service.
However, when you do need help, their customer service team is very disappointing. An hour long wait on a phone line I am being charged for and emails that are not answered, has left us wondering if we will ever book with them again.

I love holidays with Celebrity Cruises, fantastic teams aboard, lovely ships, heaven. Dealing with the shore support staff is hell in my experience. I know they're busy, but the delays in answering calls and emails, slapdash guessed responses, contradictory information supplied, are beyond frustrating to experience.

Example
I cancelled a CC cruise in January 2021.Today, April 18th, I'm still awaiting balance of my excursion refund, and all my airfare. It took 10 weeks to get FCC finalised so I could book next cruise.
Emails and phone calls have been ignored\ responded to with incorrect info. On one call ( I have the person's name but won't embarrass them yet), I was asked how much I thought I was owed, then told yes, that correct. It wasn't , as explained by the one person spoken to who seems to know what they're talking about.
Requests to be called back have been ignored. A proportion of the refund expected was allegedly paid to my agent. They have no trace. CC have...no surprise...not designed to respond with details.

In short, the support staff need to up their performance and accuracy

like many others I love Celebrity Cruises and woulld choose them over all others. However their service standards have slipped to a new low. onboard ship I expect it to be a fabulous experience but if you have a problem before the cruise the ability to contact them is practically zero. Just had a cruise cancelled and need to have a conversation with them - spent 90 miniutes on the phone and simply gave up. no e-mail address I just don't know how you are supposed to have a meaningful conversation with them if you cannot contact them

Iv read a lot of the reviews and they quite often mention booking through celebrity cruises and there customer service and problems with them.
We booked through an independent travel agent and the experience was first class.I would 100% recommend celebrity cruises,we went on celebrity silhouette round the Caribbean,the ship was stunning,the crew couldn’t do enough,the food was top notch,the entertainment was brilliant.I would say don’t blame the ship and crew when having problems with customer service.

I've just returned from a second Caribbean cruise with Celebrity. The ship was the Equinox. Companies often ask how they could improve their customer service.Well, based on my experience, I really don't see how they could do any better. Embarkation at Fort Lauderdale after a pre cruise overnight in Miami, was speedy, organised, well staffed and welcoming. Verandah stateroom was perfect and kept spotlessly clean as was entire ship. Food.....spoilt for choice in every food outlet.The cafeteria had a vast choice of quality food all day and the more formal Silhouette Restaurant offered haute cuisine with exemplary service.Facilities throughout the ship, first class including the well equipped gym.Entertainment was satisfactory with a couple of exceptionally good acts, like the Tina Turner tribute singer, the Elysium modern dance and the ship's superb band. Hate to include the cliché 'something for everyone' but there really was. I am an older lady with a young attitude.I travel solo by choice and can't wait for my next Celebrity Cruise.

DO NOT BOOK WITH THESE CRIMINALS!!!

They offered “free” flights to Europe, then only after booking and paying the non-refundable deposit do they tell us it’s not free.

Celebrity Cruises unexpectantly cancelled our forthcoming 2022 Mediterranean cruise reservation because they decided to relocate their Celebrity Infinity ship to the Caribbean instead. The cruise company informed us by email saying they were "pleased" to announce that their ship was relocating from Europe to the Caribbean to allow them to open new 7-night Caribbean cruises in the Summer and Fall months. Having already booked our flights to the departure port in Italy we certainly didn't share their apparent pleasure and felt an apology would have been more appropriate. Our trust in this cruise company is completely shattered and we feel totally let down. I won't be booking another Celebrity cruise unless I see their ship waiting in the port!

Just come back off a cruise around the Caribbean on the Celebrity Equinox cruise ship and I cannot praise the ships crew enough. From captain right down to the cleaning staff they worked hard to make sure everyone had a good time. Nothing was too much trouble for them. There was a wide range of good food, fantastic entertainment to suit everyone.
I would strongly recommend Celebrity Cruises to anyone.

Been on several Celebrity Cruises and just booked another one.
Always fantastic service on board and the staff are great.

I love Celebrity Cruises and the experience, however of late they are not treating loyal customers fairly.

My wife and I went on a UK staycation in July, the cruise was brilliant however they would not honour their commitments about Best Price if the cruise comes down in price, their excuse was that there were no more cabins left in the category booked (well there was my cabin) !!!!

I let this drop, however we were now booking another staycation for September, Celebrity are making a big thing about bank holiday discounts to encourage bookings, however the prices are exactly the same as earlier in the same week, in fact they have actually increased since they are no longer offering free parking for bookings.

Great ships, great crew but very deceiving marketing, please don't publish it if it isn't true.

Come on Celebrity you are expensive anyway, but worth it, but not if you are going to try and deceive us.

I won a 6 day cruise as part of ‘giving back to our hero’s’. I’m a single working mum of 2 children, and work as a front line paramedic. The last 18mths has been particularly difficult as I have worked all through the COVID pandemic, loosing all my leave and working extra hours and struggling with childcare. I was over the moon to have won a cruise with celebrity as part of a giving back to Nhs staff and to be able to have some quality time with my two young children which we have missed out on massively in the last 18mths. However I have now been denied this opportunity as I am not allowed to take my 2 children on this well deserved and well earned break!. Despite several emails I have been told I can only take one other adult! So I have been given the prize in one hand and then had it snatched it away in the other. I had been looking to price up a holiday for the future with celebrity cruises for my children and I, but I won’t be doing that now. There has been no resolution, and no alternative despite them having drop down beds so the 3 of us would be able to fit in a cabin. My children are extremely upset as am I! Very very disappointed!

Terrible customer service.

I booked a Celebrity cruse for a great offer, it was well over a year in advance nad it was a large deposit but I trusted the brand. Celebrity then changed the sailing and so my cruise (October 2021) is no longer taking place. I asked to be moved on to a similar itinerary 3 weeks earlier, same home port, same no of days etc and they just refused. If I wanted to move to that cruise I would have to pay an extra £1000. They cancelled the cruise, they had had mu money for more than a year, they gave me no choice or option to rebook and yet wanted me to be the one to pay a huge penalty. Companies do very well from people committing and booking early and yet they treated me like dirt.. In fact they still have not refunded me my 50% deposit a month later. I was really shocked from what is supposed to be a premium product to be treated so shabbily. I may well sail celebrity in the future but if I do it will only be last minute. They don't deserve any trust if they treat customers so badly.

Love Celeb cruises!!

Yes my refund might be delayed but I know I will get it!

To all the keyboard warriors - chill out! You will get your money clearly, Celebrity will come out of this the other side so why would they not give us ouor money back?

Always have a great time on the cruise and look forward to doing so again sometime soon

Celebrity took my money for a trip. They cancelled now they are fobbing me off I’ve been waiting since 11th May and apparently it’s another 90 days wait even after being escalated!!

Refund delays. Absolute rubbish! Every customer I have spoken to is having their refund delayed well over the 14 days guidelines, none of which have received a refund as of yet either. I'd consider joining a mass litigation action ASAP.

Originaly a fan of Celebrity. But when my cruise was cancelled due to Covid the deposit refund was agreed 5 months ago.
Still no deposit refunded and in order to talk to them its 7p a min, or visit FAQ which say nothing.
Cruise date has come and gone and their only comment is that they are "very busy". However their financial systems can handle large numbers of new bookings in seconds if the money is coming in.
Very poor communication and definately seeing Celebrity in a new (darker) light.
All my other deposits with airlines, theatres etc refunded almost immediately. Celebrity's reputation is shot to pieces with me and will definately go elsewhere when cruising recommences

CANCELLING THE BOOKING BECAUSE OF COVID 19 IS ONE THING.
TRYING TO GET THE PROMISED FUTURE CRUSE CREDIT IS ANOTHER ISSUE TWO PROMISED DATES BEEN AND GONE DESPITE TO QUOTE THE COMPANY ' IT HAS BEEN ESCALATED'. TIME ELAPSED 11 WEEKS.
PS ...THEY CHARGE YOU TO PHONE THEM???!