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Your cruise is covered by our new Cruise with Confidence cancellation program. That means you can change your sail date at any time up to 48 hours before your holiday start date, for itineraries departing up until 1/9/2020, or receive a Future Cruise Credit.
Responding to the ever-evolving challenge presented by Coronavirus since late January, we’ve been doing our best to reassure and address concerns from anxious guests and working to overcome the frequent requests to cancel and questions about our cancellation policy. We now have an alternate plan for cancellations due to the unforeseen future that this circumstance has caused.
Why Are We Doing This?
We understand the uncertainty that the current environment has created for travelers and, therefore, have made adjustments for more flexible vacation options when cruising with Celebrity.
At the core of this new policy is the recognition that guests want to know we care about their concerns and are responsive to their need for peace of mind.
Essentially, Cruise with Confidence means that guests who cancel their cruise for sailings departing up until 1/9/2020 can do so for ANY reason as late as 48 hours before sailing and get a 100% Future Cruise Credit (good until 31/12/2021) for the full amount in penalty.
Guests can simply call to cancel.
Unfortunately, no. We understand and appreciate your decision to take advantage of our Cruise with Confidence programme to receive compensation valued at 100% Future Cruise Credit. Guests who continued sailing now have no choice, since their sailings have been cancelled as a result of our recent voluntary suspension of sailings, and therefore, those guests are receiving a different compensation offer.
If you booked a refundable ticket through Celebrity, you’ll receive a full refund.
If you booked a nonrefundable ticket through Celebrity you will not receive a refund. If you booked flights independently with an airline or travel partner, you’ll need to contact that them directly to inquire about a refund or contact your travel insurance provider.
The original Future Cruise Credit will be reinstated with the prior FCC amount and expiration date. If expired or due-to-expire before October 31, 2020, you will be granted an extension through October 31, 2020, to redeem. You will also receive a new Future Cruise Credit based on the remaining amount paid and following the Cruise with Confidence policy terms for sailings until 31 December 2021.
Do Cruise with Confidence FCCs differ from regular FCCs?
No. Future Cruise Credits cannot be applied to holiday sailings, unless the original sailing was on a holiday sailing.
No, FCCs are non-transferable.
What kind of compensation will they receive?
Any guest who was denied boarding for reasons of illness, age, or travel restriction will receive a Future Cruise Credit for 100% of their cruise fare.
Sailings canceled between March 15–April 10, 2020 Guests with refundable & nonrefundable air travel booked through Celebrity will be fully refunded. Guests who made independent air arrangements need to contact their air carriers directly for available options.
Sailings canceled between April 11–May 11, 2020 Guests with refundable & nonrefundable air travel booked through Celebrity will be fully refunded. Guests who made independent air arrangements need to contact their air carriers directly for available options.
Refunds will be provided for refundable air, non-refundable air, prepaid gratuities, pre- and post-cruise hotels booked through Celebrity Cruises, and transfers booked through Celebrity Cruises. Any pre-cruise purchases made through My Cruise Planner on sailings that were scheduled to depart on or before April 10, 2020, will receive a full refund back to the original form of payment. For sailings scheduled to depart April 11–May 11, 2020, you can elect to receive a 125% onboard credit to be used on a future sailing, or you can receive a 100% refund back to the original form of payment. Visit https://cruiseplanneroffer.questionpro.com/ to elect the onboard credit. If you have not elected to receive the onboard credit by April 8, 2020, you will automatically receive a full refund to the original form of payment. These refunds will take 7-10 business days to be processed.
Galapagos packages booked through Celebrity are booked as a package. The Future Cruise Credit or refund is based on the value of the full package.
Yes. All guests have until 31 December 2021 (sailing date) to decide to change their FCC to a refund.
Yes, as long as the refund hasn’t been processed already, we can change the compensation offer back to a Future Cruise Credit.
Guests who have booked directly with Celebrity Cruises can access a refund form at the following link: https://rccloffer.questionpro.com/
Guests who have booked via a third party should contact their travel provider to request a refund.
We are working to process refunds as quickly as possible. Should you have any questions please contact our Celebrity Contact Centre on 0844 493 2043.
We continue to take decisive actions that enable us to keep focused on our guests, our crew and our long-term actions.
If the cruise fare on the new booking exceeds the Future Cruise Credit value, you will be responsible for the difference. Alternatively, if the new cruise fare is lower than the Future Cruise Credit value, a new Future Cruise Credit will be issued for the balance, which can be applied toward an additional cruise with us for sailings until 31 Dec 2021.
Unfortunately, at the time of cancellation, all promotional offers, amenities, and value adds are removed and will not carry-over to future reservations. Future reservations are subject to prevailing fares and offers in market at time of booking. If you have booked any shore excursions, beverage packages, or other pre-cruise purchases, you will receive a refund to the original form of payment.
If you take advantage of the Future Cruise Credit, yes, you will be entitled to the onboard promotion. Our call centres have been advised to honour the onboard promotion on any booking created on board. If you choose to take the 100% refund, the onboard promotion will not be honoured if you choose to rebook.
Any pre-cruise purchases made through My Cruise Planner on sailings that were scheduled to depart on or before April 10, 2020, will receive a full refund back to the original form of payment. For sailings scheduled to depart April 11–May 11, 2020, you can elect to receive a 125% onboard credit to be used on a future sailing, or you can receive a 100% refund back to the original form of payment. Visit https://cruiseplanneroffer.questionpro.com/ to elect the onboard credit. To receive the onboard credit offer, you must elect to receive it by April 8, 2020. After this date, you will automatically receive a full refund to the original form of payment. You can expect an automated email for each product category purchased including: Shore Excursions, Speciality Dining, Beverage Packages, Internet Packages, Photo, Casino, and Hollywood Hot Glass Class. Product cancellations may not be processed at the same time; therefore, you may receive multiple cancellation confirmations. If you choose a 100% refund, you will receive it within 10 business days from the time of confirmation. We are working diligently to process all refunds as quickly as possible.
Yes. You can book any future sailings you desire now.
If you had a cruise canceled as part of the global suspension or you canceled through our Cruise with Confidence policy, and you rebook your cruise after March 24, 2020, you will not be required to make a deposit payment while waiting for your FCC. Your booking will remain active without any payment until your FCC is applied or up to final payment date. After the FCC is applied, a payment still needs to be placed on the booking. Payment needs to be either for the balance due or the minimum deposit, whichever is less. The payment towards the balance due is inclusive of the taxes, fees, and prepaid gratuities.
Yes. FCCs can be applied to an existing booking.
The safety and well-being of our guests and crew is our top priority. All current travel restrictions and requirements were implemented as temporary measures. At this time, the Fit to Travel form for guests 70 years of age and older continues to be part of the health screening and boarding protocol. You can keep checking our most up-to-date alerts, which includes screening information on our site, here: https://www.celebritycruises.com/travel-alert
There is no specified period of time to obtain the certificate before sailing. Passengers will need to provide the certification at the pier at the time of boarding.
All guests who are denied boarding due to our current travel restrictions will be issued a Future Cruise Credit.
If guests over 70 can’t get a Doctor’s note before sailing, the guest must choose Cruise with Confidence or cancel with penalty and claim via their insurance provider.
We are suspending Alaska sailings scheduled to call on any Canadian port through July 1. Additionally, Canada & New England sailings departing May 19, May 28, and June 16 will be modified. All guests on affected Alaska or Canada & New England sailings will be contacted directly.
Celebrity Eclipse began her 10-day journey from Chile and is scheduled to arrive in San Diego, California on March 30. Travel arrangements are underway for guests to return home once they arrive in San Diego. Guests have been in touch with their families, and there has been overwhelming appreciation for the care and attention Captain Leo and the crew have provided guests.
All other sailings have concluded or have been cancelled.
Guests in need of medication should visit the medical facility on board.
We have currently suspended all Celebrity cruises through May 11 and Alaska sailings through July 1. Should additional voyages need to be modified or suspended, all guest and travel partners will be contacted directly.
Unfortunately, no. Both the Celebrity Summit May 28 and June 16 voyages have been modified due to closure of Canadian ports through July 1. We will let you know if and when we are able to reschedule these events.
Sadly, at this time, they are cancelled. These are extraordinary times with circumstances outside of our control.
Compensation will not be offered for the Hero cruises as these sailings were complimentary. For air fare or hotel cancellation, guests should contact their air and hotel provider directly as most travel industry partners are waiving cancellation fees and penalties.
For now, all crew will remain on board.
Thank you for thinking of our crew. In many ways, we view our crew as the backbone of our operation, and we know just how truly important they are. For that reason, we are taking care of all Celebrity shipboard crew members. Compensation will be provided during our suspension.
Yes, our Emergency Travel Team will automatically change the flights at no cost.
No. You are not required to use an onboard credit received for canceled pre-cruise purchases on a specific sailing. Your onboard credit will stand alone as a unique credit and may be applied to any sailing you choose.
On March 24, we announced all global sailings will be canceled through May 11, 2020. This includes our Galapagos Island sailings.
The Celebrity Summit sailing on May 28, 2020, is currently schedule for this itinerary:
28/5/20 – Cape Liberty, New Jersey
29/5/20 – At Sea
30/5/20 – Portland, Maine
31/5/20 – Bar Harbor, Maine
1/6/20 – At Sea
2/6/20 – At Sea
3/6/20 – Nassau, Bahamas
4/6/20 – At Sea
5/6/20 – At Sea
6/6/20 – Cape Liberty, New Jersey
If your cruise was canceled as part of the global suspension or you canceled through our Cruise
with Confidence policy, and you rebook your cruise after March 24, 2020, you will not be required to make a deposit payment while waiting for your FCC. Your booking will remain active without any payment until your FCC is applied or up to final payment date.
After the FCC is applied, a payment still needs to be placed on the booking. Payment needs to be either for the balance due or the minimum deposit, whichever is less. The payment towards the balance due is inclusive of the taxes, fees, and prepaid gratuities.
Yes. You can cancel any sailing departing up to July 31, 2020, for ANY reason as late as 48 hours before sailing and get a 100% FCC for the amount paid.
Bookings made using an FCC received from either our Cruise with Confidence policy or from a suspended sailing must be used on a sailing that commences on or before December 31, 2021.
FCCs will be processed the same as the other suspended sailings, and they will be processed starting with the nearest sailing dates. All Future Cruise Credits will be issued by April 30, 2020.
Guests will only receive a credit on the amount paid, not for the portion paid with the onboard credit.
Once the onboard credit is applied to a new booking, it has no cash value and is not refundable. Unused credits will not be refunded at the end of the voyage.
Yes, your onboard credit will be available for both pre-cruise purchases and purchases once on board.
This offer is only available through April 8, 2020. Guests must opt-in by then, or they will receive an automatic refund for their pre-cruise purchases.
Yes, we are providing guests the option to rebook their Casino Certificates through March 31, 2021. Guests that have paid taxes and port fees will automatically be refunded to the original form of payment. Send any additional Casino Certificate questions to email@example.com
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