Celebrity Customer Service?

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Madame Sharon

Guest
My husband and I took one dip in the hot tub on the first day of our Alaskan cruise aboard the Mercury. Our swimsuits were bleached beyond recognition from the amount of chlorine in the water! The onboard staff filed an incident report, and I enclosed a copy with a letter of complaint/explanation to Celebrity's headquarters about a month ago. I am amazed that I haven't heard anything! We sail on Celebrity often (2 more cruises booked at this point), and I guess I expected a little more recognition or respect from their Customer Service Department. Has anyone else had problems with them? Thanks!
 
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paulfredo

Guest
The shore-based customer sevice has little resemblance to the onboard service... unfortunately... so be prepared for an even longer wait. They probably will respond, but yes we've noted it is slow.

paul
 
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kimmy

Guest
I had a terrible experience with Celebrity customer service. I had to leave the Infinituy after 2 days into a 7 night cruise due to problems with my heart. I contacted Celebrity when I got home and told them everything and also provided the staff obnboard had given me. The agent was very nice and offered me a susbstantial portion of my cruise refunded. I wa gateful and thought no more about it.

The refund never came and I called about 2 months to check. I was told that the conversation had not been documented and that Celebrity would not honor the commitment made by their Customer Service agent. I was very upset and many weeks and letters later decided it was not worth it. They would not budge and were totally obnoxious.

I handle this by never sailing Celebrity and also by passing on this information whenever I can. It was most unprofessional.
 
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