Celebrity Cruises - COVID REFUND -

timball1

Good afternoon all,

This is my first post here, so please be gentle if I have posted in the wrong thread.

Long story short (ish)... My parents booked a 7-day cruise to the Norwegian Fjords for July 2022. On the day of departure my father, unfortunately, tested positive for COVID upon boarding the ship. They got denied entrance to the ship and were handed a document from the guest relations director that promised a 100% refund from Celebrity cruises. Over 3 months have since passed, over 10 phone calls and Celebrity are "still looking into the case".

For me, there is no case to look into as the headed letter states 100% refund. We have no email for them, only a phone number. Can we take them to a small claims court / what type of lawyer solicitor will be able to help if any?

Just trying to help my parents out as this was a lot of money!


Thank you,

eskbanker

timball1 said:

We have no email for them, only a phone number.

Their Ts & Cs include a complaints section:

If a problem cannot be resolved to your satisfaction and you wish to follow this up you must write to us on your return to Celebrity Cruises Customer Relations Department, Tel: 01932 834127 Email: customerrelationsuk@celebritycruises.com

They also publish a Covid policy on their website confirming a full refund if denied boarding for that reason, so, as you say, there shouldn't be any need for extensive investigation.

timball1 said:

Can we take them to a small claims court / what type of lawyer solicitor will be able to help if any?

Yes, small claims is a possibility and is designed not to require the assistance of legal professionals.  Alternatively, they are ABTA members and refer to the that body's arbitration scheme in their terms.  Or chargeback via the bank via which card payment was originally made, if that payment was less than 540 days ago....

timball1

Thank you so much!