Had an issue with

Celebrity Cruises

? Get a real response.

Have a problem with a Celebrity Cruises voyage, booking, or refund? You don't need to be an expert — be specific about what happened, when, and the outcome you want. Use the fastest channel for your situation below.

Onboard — Guest Relations (fastest while sailing)

• Visit the Guest Relations desk at the front desk if you're still on the ship.
• Most billing errors, cabin issues, and service problems are resolved fastest before you disembark.
• Keep your stateroom folio and any receipts as evidence.

Phone — Celebrity Cruises Australia

• Call 1800 003 002 for booking, deposit, refund, and pre/post-cruise questions.
• Hours: Mon–Fri 8AM–8PM AEDT; Sat–Sun 9AM–6PM AEDT.
• Note your call reference, the agent's name, and the date.

Email — Australia/Pacific guest admin team

• Email cruiseadmin.au@rcclapac.com (Royal Caribbean Cruises Australia Pacific, Celebrity's local operator) for written complaints, refunds, and post-cruise issues.
• Put your booking reference and ship/sail date in the subject line.
• Attach photos, receipts, and any onboard correspondence.

Post-cruise survey (logged written record)

• Sailed guests over 18 who provided an email receive an online survey invitation on the day of departure.
• You have one week to complete it (10–15 minutes); reference it later if you escalate.

Head office Guest Relations (if unresolved)

• Write to Post-Cruise Guest Relations, Celebrity Cruises, 1050 Caribbean Way, Miami, FL 33132, USA.
• Or call +1 800 256 6649 (international: +1 514 285 9723).

Tip: Complain in writing wherever possible, keep a dated log of every contact, and state the exact resolution you want — refund, credit, apology, or correction.

Celebrity Cruises does not publish a formal Australian complaint-handling charter with guaranteed timeframes, so set your expectations accordingly and keep your own records.

• Onboard issues: Handled in real time by Guest Relations and the ship's officers. Folio refunds, cabin moves, and service recovery often happen before you disembark.
• Post-cruise complaints: Reviewed case by case via email or the Australia/Pacific team. Customers commonly report responses within a few days to a few weeks; complex refund or billing cases take longer.
• Disputed charges: Celebrity has stated reimbursements for disputed charges may take up to around 30 days.
• Communication: Primarily email and phone. There is no advertised named case-manager system for Australian guests, so quote your booking reference and prior correspondence every time to keep continuity.
• Refunds and deposits: Governed by the Australia guest terms and conditions. Non-refundable deposit fares are forfeited on cancellation; refundable fares allow cancellation up to a defined cut-off. Check your fare type before assuming a refund.

Drawn from ProductReview.com.au (around 2.4/5 from ~101 reviews, 53% negative) and other consumer platforms.

Unexpected and post-cruise charges

• Extra amounts billed days after disembarking, sometimes overdrawing accounts.
• Disputed onboard charges that customers say weren't explained.

Refund and non-refundable deposit disputes

• Guests losing deposits (for example, around $900) after cancelling well ahead of sailing.
• Disputes including medical-grounds cancellations, with some lodging ACCC complaints over deposit terms.

USD pricing and value concerns

• Shore excursions and extras charged in US dollars on Australian-based sailings.
• Perceived as a steep markup on already-high prices.

Customer service accessibility

• Difficulty reaching an Australian-based team and unanswered emails.
• Offshore call centre and reports of "stonewalling" on escalations.

Cabin and stateroom issues

• Premium or concierge cabins delivering obstructed views or downgraded experiences.

Food, entertainment and lost property

• Repetitive menus, lukewarm meals, and limited daytime activities.
• Items confirmed found then reported lost again, with poor follow-up.