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“Not good if something goes wrong”

Written on: 30/10/2013 by StephanieS (1 review written)

Our cruise on Celebrity Millennium was cancelled 3 weeks before it was to start because of a problem with the ship. Cruise1st tried to get us on another cruise but they were all going to cost 50% more and some were shorter than the original so we asked for a refund. Celebrity Cruises said they would pay back the cost of the cruise plus extra for airfare re-booking costs. All good but they did not pay this for about 7 weeks and Cruise1st did not give any priority to getting the money earlier. It was left to a very nice employee who tried hard but was too busy at times to help and did not have the clout that the boss would have had. Then Cruise1st sat on it for 2 weeks. The biggest problem was they did not return phone calls or emails so we were left without any information about what was happening and increasing levels of stress. Celebrity Cruises were supposed to send us a voucher for 25% off another cruise but we have not seen or heard anything about this. We are not chasing this up because we do not intend to ever cruise with Celebrity. Phone calls to Cruise1st are at STD rates (no 1300 number) so it has cost a fair bit to get no information. They also did nothing to get the airfares refunded or even get a credit out of Virgin Airlines. The best they would do was open tickets which we could only use by going back to Cruise1st and we could only book flights of equal or higher value. Fortunately, the insurance company arranged for the tickets to be cancelled and the taxes refunded. But Virgin Airlines paid the money to Cruise1st who have sat on it for up to 3 weeks before paying it to us. Again, no phone or email information. After 10 weeks, the matter is nearly concluded. This has been neither fair nor pleasant - and don't forget I haven't had my holiday!

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