Celebrity Cruises - Equinox Complaint - Luggage Dropped At Sea
We surprised our parents with a cruise for their anniversary and opted for the Equinox (Celebrity Cruise) leaving from Barcelona and arriving in Rome.
It started really great with one of the luggage being dropped at sea! The crew left the luggage by the cabin as if nothing happened. When my parents opened the luggage it was soaking wet including the contents.
They called reception and straight away they went to the cabin and apologized for this and took the clothes for laundry. The employee told her that for the damaged items she needs to fill an application and everything will be credited without a problem. My parents trusting them filled a form and the person in charge told them that this will be handled and they will receive a refund in a short period of time.
This is where the fun begins!
A week after the cruise we contacted the “Luggage Recovery” department on email@example.com and were dealing with a person named Brian.
We spoke over the phone (you could barely hear anything) and all documents were sent via email.
On e-mail it felt like it is 1 way communication apart from the automatic response. Not even a personal acknowledgment that he is working on the info.
1st e-mail was sent on the 16th of September and the last email we sent was on the 23rd of November and all we got is automated response.
Every time we called, Brian was putting the blame on another company and that is why a refund was not issued yet. For all we care this is the cruise liners responsibility that is why customers pay thousands for a cruise.
The Xmas holidays passed and in January (almost 4 months) I decided to contact the agent that I booked with, and all of a sudden things started progressing.
The agent told me that they have called and they were waiting for our information. They never called nor sent any emails since I kept record of all the 1 way threads. Last communication over the phone was that they still have not solved the case.
To cut the story short, I sent the details to my agent since they seem to reply on that side and sent 20% of the refund. Reason being is that no receipts were provided.
How can I provide receipts if they never asked for them in the first place? They have only asked for item description and the value of the item. To credit 20% was just a joke!
So in reality you are just a number for these companies, and no matter how many questionnaires and things they send all they want is money.
Thank you for making it memorable.