"Celebrity Cruise Lines"

Celebrity Cruise Lines, Millennium ship, cancelled the fall sailing out of Tokyo. We were given less than a week to respond to their limited alternatives. We chose one by their deadline, and are still waiting for a refund on our deposit, paid 5 months ago, let alone a promised payment for the airline penalties to change our tickets.
Then today our travel agent said we could go after all.
We booked another, non CELEBRITY CRUISE, pd penalty for new airfare, and still waiting for promised payments from Celebrity. Our travel agent told us it’s complicated. Not from where I sit, I paid, they said they can’t deliver, just pay me what is owed.
On or about April 26 date this horror story started.

"No.. No way cruise.com...."

Takes forever to be connected with staff member.
Staffs are not well trained to find out ways to resolve problems.
Error in forwarding information to the cruise.
Put me on hold over 30min several times.
When the staff member cannot resolve an issue, the call was disconnected because of "TECHNICAL" issue, and I have to call again to wait forever to be connected with other staff member, explaining things again, waiting on hold again...
Overall, terrible terrible terrible terrible customer service. I will never recommend to use this place.

"Cruise.com has the best cruise rates"

Cruise.com has the best cruise rates. I always shop the different sites and since they only do cruises, the prices are great.
Lauren Mellow is the best agent.
You should call her as she is very knowledgeable and so easy to work with.
Thanks Cruise.com.
Loyal Customer for life!
Brenda K (Toronto, Ontario)

"BEWARE of cancellation fee rule to…"

BEWARE of cancellation fee rule to confuse everyone. I paid cancellation insurance to protect me from cancellation fees but nope. A couple of days after I made the reservation I decided to cancel since I could not get a good air fare to and from the cruise dock. Cruise.com even had a promotion of $500 airfare savings for each passenger but nope. So I ended up paying $100 cancellation fee anyways. What a rip-off this company is. Never again.

"BEWARE OF THEIR CANCELLATION FEES"

No where on their site does it say you have to pay a 100.00 cancellation fee. We booked a cruise for a year out and then found out we could not get the time off of work. I specifically looked for a cancellation fee and could not find one. When I asked them where it was they said it was on the confirmation email sent to you after you booked. This is a scam company and offers no advantage to booking straight with the cruise line.

"This company is just a joke"

This company is just a joke. They promised a $50 gift card when we booked our Greek cruise from them last May, have not received anything yet. Called this lady named Johnny multiple times told me it's been processed, i asked for a screenshot, or confirmation number, nothing...Just avoid this company, not trust worthy.

"Been trying to contact rep Chetam who…"

Been trying to contact rep Chetam who sold us our cruise - we had not received confirmation or booking terms. Cruised on P&O Iona in November and had an awful experience - as we had booked P&O Ariva for our anniversary in June this year, we asked for the deposit to be returned. Told look at booking & terms and conditions which we did not have. Still not heard from rep but have received our booking and terms and conditions only to find that we will lose our deposit if we cancel. Asked to transfer the deposit to a new cruise but will only transfer it to P&O and we have to spend the same or more amount of money than the cruise we booked!! Why? we have not left yet. Don't get caught in the trap - cancel up to 90 days before departure forfeits your deposit - transfer booking and be prepared to spend the same money. They keep the difference if you don't.

"Thanks for nothing, Ruth."

Man, I really had faith here. I spoke to a woman named Ruth on the phone for a while about a potential cruise. Ruth seemed awesome. She seemed to work hard at getting me this awesome (too good be true - who knew?) deal I found posted on their website.

Apparently I was wrong. I ended up paying online for it and I have a screenshot of where it went through. A beautiful cruise for 2 people on Royal Caribbean's Liberty of the Seas in April. We celebrated on the phone and waited for the confirmation email. It never came. I told Ruth I would call her extension the next day as I didn't want to make her sit on the phone with me all night waiting on a confirmation that actually NEVER CAME.

Waited. Called her the next day around 2:00pm hoping for an update. She said, "Let me call you back after I get off of this other call, Katherine!" Sure. Ruth seemed trustworthy and kind. Never got a call back.

Called her back that night. Left a voicemail. What the heck, Ruth!? I kindly asked her to give me a call back and even gave her my email again if she wasn't able to call.

Called her back the next day and asked for an explanation. "Oh, Katherine, I'm just walking out for my lunch break! I will call you back after."

Never got a call. Still haven't gotten a call.

If you're going to give me bad news, just give me bad news. Don't coward up and avoid it. 0/10 for scam service. Don't trust these people. Thankfully it was never charged to my card, Ruth just didn't want to help me out following or didn't want to give me any more of her time, which is sad because I may have ended up booking something else with her.

Oh well, good riddance. I'll make sure to let anyone who asks know to AVOID this site.

"Tried "chatting" with online rep"

Tried "chatting" with online rep. Was 5th in line. When I reached the top of the list, then received a message apologizing for the wait "because we are very busy". [Busy taking money but not delivering?] When I reached the top of the wait list... - poof - the person "LEFT" the chat. Tried calling but just as busy and unresponsive. I've been on many cruises and this the first time with an agency and the worst customer service ever experienced. Never again. Book Directly!! The Cruise Line service is great, but they can't help you if you don't book directly.

"False advertising"

False advertising. Does not honour their promotions. Bait and switch. Bad customer service. AVOID