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Coronavirus FAQs Categorized—Updated 03/08/20CANCELLED SAILINGS DUE TO SUSPENSION OF GLOBAL OPERATIONSQUESTION #1: If I cancelled prior to the US/Global suspension, can I now get the 125% FCC or the 100% refund? A: Unfortunately, no. We understand and appreciate your decision to take advantage of our Cruise with Confidence program to receive compensation valued at 100% Future Cruise Credit for the amounts paid toward your cruise fare. Guests who continued sailing now have no choice, since their sailings have been cancelled as a result of our recent voluntary suspension of sailings, and therefore, those guests are receiving a different compensation offer.QUESTION #2: If my cruise was cancelled due to the voluntary suspension of sailings, and our flights were booked with Celebrity, will they be refunded?For all cancelled sailings from March 15 – October 31, 2020 (excluding Celebrity Solstice 10/16/20, 10/18/20, 10/28/20) and including Celebrity Silhouette 11/8/20, 11/20/20 and Celebrity Infinity 11/16/20: UK and Ireland guests with refundable & nonrefundable air travel booked through Celebrity will be fully refunded. Guests who made independent air arrangements need to contact their air carriers directly for available options.QUESTION #3: After I receive my 125% Future Cruise Credit (FCC), can I choose to change to the 100% refund?A: ?For Suspended Sailings departing between May 12 – October 31, 2020 (excluding Celebrity Solstice 10/16/20, 10/18/20, 10/28/20) and including Celebrity Silhouette 11/8/20, 11/20/20 and Celebrity Infinity 11/16/20) have until the end of this year, December 31, 2020 to request a refund. For suspended sailings departing on or before May 11, 2020,?guests have until December 31, 2021, to decide to change their FCC to a refund for the amounts paid toward their cruise fare.QUESTION #4: If I choose to be refunded, but then change my mind and decide I want a Future Cruise Credit instead, can I do this?A: Yes, as long as the refund hasn’t been processed, we can change the compensation offer back to a Future Cruise Credit for the amount paid toward your cruise fare.QUESTION #5: What items are refundable on the cancelled or suspended sailings?A: Refunds will be provided for refundable air, prepaid gratuities, pre- and post-cruise hotels booked through Celebrity Cruises, and transfers booked through Celebrity Cruises. Any pre-cruise purchases made through My Cruise Planner on sailings that were scheduled to depart on or before April 10, 2020, will receive a full refund back to the original form of payment. Bookings made with a non-refundable deposit are entitled to receive full deposit refund as penalties are waived when Celebrity suspends a sailing.QUESTION #6: If guests have a Future Cruise Credit (FCC) that was applied to a sailing we cancelled, what terms apply when booking their new cruise?A: The original Future Cruise Credit for the amount paid toward your cruise fare will be accounted for within your new Future Cruise Credit. The amount of your existing FCC will be protected at 100% and any additional amounts paid will be issued at 125%. This new FCC will be valid until December 31, 2021, for use on sailings through May 4th, 2022.Cancelled sailings October 1, 2020 – October 31, 2020 (excluding Celebrity Solstice 10/16/20, 10/18/20, 10/28/20) and including Celebrity Silhouette 11/8/20, 11/20/20 and Celebrity Infinity 11/16/20 will automatically receive 125% FCC and will be processed by September 14, 2020 via email. The value of the FCC will be calculated based on amounts paid toward the cruise. Additionally, if you prefer the 100% refund to your original method of payment, as opposed to the FCC, you may request by December 31, 2020.Cancelled sailings September 16, 2020 – September 30, 2020 will automatically receive 125% FCC and will be processed by August 26, 2020 via email. The value of the FCC will be calculated based on amounts paid toward the cruise. Additionally, if you prefer the 100% refund to your original method of payment, as opposed to the FCC, you may request by December 31, 2020.Cancelled sailings scheduled to visit Denmark, between August 1st and September 30, 2020, will automatically receive 125% FCC and will be processed by July 24, 2020. The value of the FCC will be calculated based on amounts paid toward the cruise. Additionally, if you prefer the 100% refund to your original method of payment, as opposed to the FCC, you may request by December 31, 2020.Cancelled sailings August 1, 2020 – September 15, 2020 will automatically receive 125% FCC and will be processed by July 31, 2020. The value of the FCC will be calculated based on amounts paid toward the cruise. Additionally, if you prefer the 100% refund to your original method of payment, as opposed to the FCC, you may request by December 31, 2020.QUESTION #7: Can I use the Future Cruise Credit across multiple itineraries, or does it have to be used for a single booking?A: Yes, your Future Cruise Credit may be used across multiple itineraries if there is a remaining balance after initial use. Any remaining funds on the FCC will continue to be available until the FCC balance is zero.QUESTION #8: How can I start the process for a full refund??A: A refund form can be accessed at or for travel agents access: rclcares.co.ukGuests who booked via a third party should contact their travel partner to request a refund. QUESTION #9: When will I receive a refund?A: You will receive a refund for the taxes and port fees within 30 days. The cruise fare is processed separately and will be issued within 30 days of request. UK and Ireland guests can also expect to receive a refund for taxes, port fees, and cruise fees within 30 days. Guests who have booked directly with Celebrity Cruises will need to contact our Celebrity Contact Centre at 0844 493 2043 or so we can process your refund request. Guests who have booked via a third party should contact their travel provider to request a refund.QUESTION #10: I booked a cruise on board that has now been voluntarily suspended. If I choose to receive the Future Cruise Credit and book at a later date, will I also be entitled to the onboard promotion?A: If you take advantage of the Future Cruise Credit, yes, you will be entitled to the onboard promotion. Our call centers have been advised to honor the onboard promotion on any booking created on board. If you choose to take the 100% refund, the onboard promotion will not be honored if you choose to rebook.QUESTION #11: Can you use your Future Cruise Credit (FCC) on an existing booking?A: Yes. FCCs can be applied to an existing booking.QUESTION #12:?If I’m ready to rebook my Celebrity Cruises holiday, do I need to make my?deposit today, or can I wait for my Future Cruise Credit (FCC) to arrive??A: If your cruise was cancelled as part of the global suspension and?you rebook your cruise by calling us or contacting your travel advisor July 17, 2020 – August 15, 2020, you will not be required to make a deposit payment until August 31, 2020, or when final payment is due, whichever comes first, while waiting for your FCC.?If your cruise was cancelled as part of the global suspension and?you rebook your cruise by calling us or contacting your travel advisor June 22, 2020 – July 16, 2020, you will not be required to make a deposit payment until August 15, 2020, or when final payment is due, whichever comes first, while waiting for your FCC.? If your cruise was cancelled as part of the global suspension and?you rebook your cruise by calling us or contacting your travel advisor May 20, 2020 – June 21, 2020, you will not be required to make a deposit payment until July 15, 2020, or when final payment is due, whichever comes first, while waiting for your FCC.?Your booking will remain active without any payment until your FCC is applied or up to final payment date. If you rebook your cruise online, you will need to make a deposit at time of booking in order to make your booking active. FCC’s can be applied to cover deposit. Reminder, FCC’s are applicable to the cruise fare only and cannot be applied as payments towards taxes, fees, prepaid gratuities or MoveUp bids. Payment due dates cannot be extended a second time for bookings that were already extended to May 31, 2020.Individual Reservations – Once FCC is applied, booking will be forced to “booked status” (BK) and no payment will be due until Final Payment date.Groups – Once an FCC is applied in a group booking, the option date will be manually extended until Final Payment date.FIT To Group Transfer – At this time, must call in to have the option date be manually extended to Final Payment date.BOOKINGS MADEEXTENSIONMARCH 18, 2020 – MAY 19, 2020MAY 31, 2020 OR FINAL PAYMENT DATE (WHICHEVER COMES FIRST)MAY 20, 2020 – JUNE 21, 2020JULY 15, 2020 OR FINAL PAYMENT DATE (WHICHEVER COMES FIRST)JUNE 22, 2020 – JULY 16, 2020AUGUST 15, 2020 OR FINAL PAYMENT DATE(WHICHEVER COMES FIRST)JULY 17, 2020 – AUGUST 15, 2020AUGUST 31, 2020 OR FINAL PAYMENT DATE(WHICHEVER COMES FIRST)QUESTION #13: Future Cruise Credits are valid through 2021, but do they have to be used on a sailing in 2021? A: No. Bookings made using an FCC received from a cancelled sailing due to our suspension of operations may be used on a sailing that commences on or before May 4th, 2022.QUESTION #14: I made my reservation using Casino Certificates. Can I use those certificates later regardless of its original expiration date? Also, will the taxes and port fees be refunded?A: Yes, we are providing guests the option to rebook their Casino Certificates through December 31, 2021. Guests that have paid taxes and port fees will automatically be refunded to the original form of payment. Send any additional Casino Certificate questions to bluechipclub@QUESTION #15. My cruise was part of the voluntary suspended sailing, can I take advantage of “Lift & Shift”?A: Bookings that were canceled as part of our global sailing suspension, for sail dates October 1 – October 31, 2020 (excluding Celebrity Solstice 10/16/20, 10/18/20, 10/28/20) and including Celebrity Silhouette 11/8/20, 11/20/20 and Celebrity Infinity 11/16/20 are eligible to ‘Lift & Shift’ in lieu of 125% FCC and must do so by August 20, 2020, otherwise their booking will automatically be converted to an FCC. Bookings that were cancelled as part of our global sailing suspension, for sail dates September 16 – September 30, 2020 are eligible to ‘Lift & Shift’ in lieu of 125% FCC and must do so by August 5, 2020, otherwise their booking will automatically be converted to an FCC. For all other cancelled sailing dates, if a guest receives their Future Cruise Credit after June 10, 2020 they may elect “Lift & Shift” no later than September 30, 2020. Additionally, previously suspended sailings departing March 14 through September 15, 2020 may also “Lift Shift” under the new Cruise With Confidence program but must forgo 25% of the 125% FCC provided.? The decision to “Lift & Shift” previously suspended sailings must be made by September 30, 2020..QUESTION #16. If my current sailing has been cancelled and had used a previously issued FCC, what will be the amount of my newly issued FCC? A: Guest will receive the original amount of FCC back in the form of a new FCC with an expiration of December 31, 2021. Any amount paid for the current sailing higher than the original FCC may be issued within the new FCC at 125% of amounts paid or may be refunded at 100% of amounts paid.QUESTION #17. May I transfer my FCC to another guest? A: Yes, we will allow a one-time transfer of an FCC from any suspended sailing to be used for a 2020 or 2021 sailing. Deadline to request transfer is September 30, 2020. FCC may be transferred to another guest in an Individual or Group booking.QUESTION #18. I heard about Pullmantur, what does this mean for Celebrity Cruises? A: Yes, it’s unfortunate that the COVID pandemic impacted Pullmantur into the need to reorganize. ?This was a difficult decision. But fortunately, it has no impact on any Celebrity Cruises - it only impacts this?one?joint venture. ?Now, we are helping Pullmantur’s guests by giving them an opportunity to sail a Celebrity Cruise sailing instead.??If a Pullmantur guest or Travel Partner asks for assistance with their booking or selecting compensation, please direct them to the following link:? #19. Will my client’s Future Cruise Credit be sent directly to him/her? If so, how will travel partners be notified?A: All Future Cruise Credits will be sent directly to the impacted guest, with the associated travel partner in copy.QUESTION #20. Will travel partner commissions be protected?A: We know how hard you work for your clients and we want to make sure you are compensated accordingly. Forthis reason, base commissions will be protected on cancelled reservations paid-in-full (excluding “Lift & Shift”), as well as the future reservation where the correlating FCC is redeemed. Please note that FCC commission earnings are payable only on sailed reservations.*Additionally, conditions may vary if booked through a Tour Operator. It’s recommended that you reach out to theindividual Tour Operator for applicable terms.REGARDING SAIL DATES August 1 - October 31, 2020 (excluding Celebrity Solstice 10/16/20, 10/18/20, 10/28/20) and including Celebrity Silhouette 11/8/20, 11/20/20 and Celebrity Infinity 11/16/20:If cancelled reservation has been paid-in-full:The 125% FCC will protect commission on both ends – the cancelled reservation and the future booking with the correlating FCC appliedThe “Refund” option will protect commissionThe “Lift & Shift” option will only protect commission on the future sailingIf cancelled reservation has NOT been paid-in-full:The 125% FCC option will protect commission only on the future sailingThe “Lift & Shift” option will protect commission only on the future sailingThe “Refund” option will not protect commissionQUESTION #21. Will my group’s earned Tour Conductors be protected?A: Tour conductor credits are protected inside 100% penalty.QUESTION #22. How many times will my commission be protected with the suspended sailings FCC’s?A: Commissions will be protected a maximum of two times.Example:SCENARIO SEQUENCEACTIONCOMMISSION PROTECTED?ORIGINAL APRIL BOOKINGCANCELLED DUE TO SAILING SUSPENSIONYESMOVED CANCELED BOOKING TO JUNEAPPLIED FCC FROM APRIL BOOKINGYESMOVE CANCELED JUNE BOOKING TO ANOTHER FUTURE SAILINGWOULD LIKE TO REUSEFCC ON FUTURE SAILINGNOQUESTION #23. If I choose 125% FCC, commission has been paid on the booking. If I then choose to “Lift & Shift” prior to September 30, 2020, will commission be paid on the future booking?A: Yes, follows the FCC guidelines.QUESTION #24. Do all price codes qualify, when booking with a Future Cruise Credit?A: Yes, there are no restrictions to any price codes. However, the global suspension FCCs are not combinable with the Captains Club Member-Only Bonus available to loyalty members on bookings made between 11/5/2020 and 1/6/2020.QUESTION #25. How will I be notified when my client’s Lift & Shift has been processed?A: An email confirmation will be sent to Travel Advisor both at time of online submission (via ), and again when the request has been completed. Please allow up to 72 hours for the booking to be updated.PCP REFUND OPTIONS FOR SUPSENDED SAILINGSQUESTION #1: If I purchased a product or service in My Cruise Planner before my sailing was cancelled, what do I need to do for a refund?A: Any pre-cruise purchases made through My Cruise Planner on sailings that were scheduled to depart on or before April 10, 2020, will receive a full refund back to the original form of payment. For sailings scheduled to depart April 11–May 11, 2020, and Alaska sailings departing through July 1, 2020, guests had the option to elect to receive a 125% onboard credit for purchases made through My Cruise Planner to be used on a future sailing or to receive a 100% refund back to the original form of payment. Guests had until April 8 to choose the onboard credit.For sailings scheduled to depart May 12–June 11, 2020, you have the option to receive a 125% onboard credit for purchases made through My Cruise Planner to be used on a future sailing or to receive a 100% refund back to the original form of payment. If you have not elected to receive the onboard credit by May 4, 2020, you will automatically receive a full refund to the original form of payment. For sailings scheduled to depart June 12–July 31, 2020, you have the option to receive a 125% onboard credit for purchases made through My Cruise Planner to be used on a future sailing or to receive a 100% refund back to the original form of payment. If you have not elected to receive the onboard credit by June 10, 2020, you will automatically receive a full refund to the original form of payment. Refunds will be processed within 30 days. UK and Ireland refunds may also take up to 30 days to be processed. For Alaska, Hawaii, Canada/New England, and Repositioning sailings scheduled to depart August 1 – October 31, 2020, you have the option to receive a 125% onboard credit for purchases made through My Cruise Planner to be used on a future sailing or to receive a 100% refund back to the original form of payment. If you have not elected to receive the onboard credit by June 17, 2020, you will automatically receive a full refund to the original form of payment. For sailings to Denmark through September 30, 2020 will need to elect for 125% onboard credit of purchases made by June 25, 2020. Refunds will be processed within 30 days. UK and Ireland refunds may also take up to 30 days to be processed. We are working diligently to process all refunds as quickly as possible.For sailings scheduled to depart August 1 – September 15, 2020, you have the option to receive a 125% onboard credit for purchases made through My Cruise Planner to be used on a future sailing or to receive a 100% refund back to the original form of payment. If you have not elected to receive the onboard credit by July 10, 2020, you will automatically receive a full refund to the original form of payment. Refunds will be processed within 30 days. UK and Ireland refunds may also take up to 30 days to be processed. For sailings scheduled to depart September 16 – September 30, 2020, you have the option to receive a 125% onboard credit for purchases made through My Cruise Planner to be used on a future sailing or to receive a 100% refund back to the original form of payment. Please CLICK HERE to submit your request. If you have not elected to receive the onboard credit by August 5, 2020, you will automatically receive a full refund to the original form of payment. Refunds will be processed within 30 days. UK and Ireland refunds may also take up to 30 days to be processed. For sailings scheduled to depart October 1 – October 31, 2020 (excluding Celebrity Solstice 10/16/20, 10/18/20, 10/28/20) and including Celebrity Silhouette 11/8/20, 11/20/20 and Celebrity Infinity 11/16/20, you have the option to receive a 125% onboard credit for purchases made through My Cruise Planner to be used on a future sailing or to receive a 100% refund back to the original form of payment. Please CLICK HERE to submit your request. If you have not elected to receive the onboard credit by August 20, 2020, you will automatically receive a full refund to the original form of payment. Refunds will be processed within 30 days. UK and Ireland refunds may also take up to 30 days to be processed. In order to take advantage of this offer you must choose the 125% Future Cruise Credit option for your suspended sailing. Product cancellations cannot be processed at the same time; therefore, you can expect an automated cancelation confirmation email for?each product category purchased including: Shore Excursions, Specialty Dining, Beverage Packages, Internet Packages, Photo, Casino, and Hollywood Hot Glass Class. If you choose a 100% refund, you will receive it within 30 days from the time of cancellation.?UK and Ireland guests should also expect to receive a refund within 30 days from the time of cancelation. We are working diligently to process all refunds as quickly as possible.?QUESTION #2: If a guest chooses the 125% onboard credit for pre-cruise purchases, are they required to use the onboard credit on the same sailing they used their Future Cruise Credit on?A: No. You are not required to use an onboard credit received for cancelled pre-cruise purchases on a specific sailing.?Your onboard credit will stand alone as a unique credit and may be applied to any sailing you choose.?QUESTION #3: If I used an onboard credit to pay for my pre-cruise purchases such as shore excursions or a beverage package and opt for the 125% onboard credit offer, will I receive the offer on the portion paid with my onboard credit?A: Guests will only receive a credit on the amount paid, not for the portion paid with the onboard credit.QUESTION #4: Once the 125% onboard credit offer is applied to a new booking, is it refundable?A: Once the onboard credit is applied to a new booking, it has no cash value and is not refundable. Unused credits will not be refunded at the end of the cruise.QUESTION #5: Once the 125% onboard credit offer is applied to a new booking, will it be available for purchases prior to my sailing??A: Yes, your onboard credit will be available for both pre-cruise purchases and purchases once on board.QUESTION #6: Can guests change their mind later and opt-in for the 125% onboard credit offer?A: For cancelled sailings departing between May 12–June 11, 2020, the offer of 125% OBC was available through May 4, 2020. After May 4th guests sailing between May 12 and June 11th will receive a refund for their pre-cruise purchases. For cancelled sailings departing between June 12 – July 31, 2020 this offer is available through June 10, 2020. For cancelled Alaska, Hawaii, Canada/New England, and Repositioning sailings departing between August 1 – October 31, 2020 the offer will be available until June 17, 2020. For cancelled sailings scheduled to depart August 1 – September 15, 2020, the offer will be available until July 10, 2020. For cancelled sailings scheduled to depart September 16 – September 30, 2020 the offer will be available until August 5, 2020. For cancelled sailings scheduled to depart October 1 – October 31, 2020 (excluding Celebrity Solstice 10/16/20, 10/18/20, 10/28/20) and including Celebrity Silhouette 11/8/20, 11/20/20 and Celebrity Infinity 11/16/20, the offer will be available until August 20, 2020. Guests must opt-in by these dates or they will receive an automatic refund for their pre-cruise purchases. QUESTION #7: Do guests have to elect the 125% FCC to take advantage of the 125% PCP onboard credit benefit?A: Yes, for guests to take advantage of the 125% PCP onboard credit, they must elect the 125% FCC for your suspended sailing. If a guest chooses the “Refund” option for their cruise, they are no longer eligible for the 125% OBC and will receive 100% refund of PCP purchases.CRUISE WITH CONFIDENCEQUESTION #1: What happens with current Cruise with Confidence?A: Our previous Cruise with Confidence program was replaced on May 6, 2020. Our new enhanced program includes additional features for all sailings booked by September 30, 2020, with departure dates through May 4, 2022. QUESTION #2: Which bookings are eligible to Lift & Shift (move to next year)?A: Existing bookings and new bookings made May 6, 2020 through September 30, 2020, are eligible to be rescheduled to the following cruise year at the initial price and/or promotion when selecting an alternative sailing of the same itinerary type, ship series, stateroom category, and voyage length within four weeks of the original sail date. The ship series must be the same for Edge Series, Flora and Xpedition; however, Millennium Series and Solstice Series are interchangeable. Only guests originally booked on a Christmas or New Year’s Holiday sailing may move to a Christmas or New Year’s Holiday sailing the following year.The decision to adjust a current booking to the following cruise year must be made by September 30, 2020, this includes rescheduling a 2021 sailing to a 2022 sailing through May 4. 2022. If rescheduling within the penalty period of the original sailing date, penalties will be carried over to the new booking - should the new booking be canceled later. You may only reschedule a sailing once. You may not rebook a sailing from which you have already applied the Lift & Shift on.Guests booked on sailings suspended between October 1 – October 31, 2020 (excluding Celebrity Solstice 10/16/20, 10/18/20, 10/28/20) and including Celebrity Silhouette 11/8/20, 11/20/20 and Celebrity Infinity 11/16/20 have until August 20, 2020 to reschedule their voyage for the following year at the original price and promotion otherwise their booking will automatically be converted to an FCC. Guests booked on sailings suspended between September 16 and September 30, 2020 have until August 5, 2020 to reschedule their voyage for the following year at the original price and promotion otherwise their booking will automatically be converted to an FCC. Previously suspended sailings departing March 14 through September 15, may “Lift & Shift” under the new Cruise With Confidence program, but must forgo 25% of the 125% FCC provided. The decision to “Lift & Shift” previously suspended sailings must be made by September 30, 2020.QUESTION #3: If I Lift & Shift, which components will be protected?The original booking cruise fare along with any amenities included in the price will be protected.?Other components such as taxes, fees pre- and post-hotel stays, transfers, and airfare will not be protected.Galapagos vacations are booked as packages. The Future Cruise Credit is based on the value of the full package. Guests who purchased nonrefundable air travel through Flights by Celebrity and choose to cancel under our Cruise with Confidence program must contact their air carrier directly to receive any refund for canceled airfare—excluding UK guests. All guests who booked air travel independently will need to contact their airline for a refund or air credit.QUESTION #4: Which bookings are eligible for the Best Price and Best Offer Guarantee? A: Existing bookings and new bookings made May 6, 2020 through September 30, 2020, are eligible for the Best Price and Best Offer Guarantee. QUESTION #5: How can I change the price or promotion on my booking?A: You may change the cruise price and offer up to 48 hours prior to the departure date.?You must contact your travel advisor or call Celebrity Contact Centre at 0844 493 2043 at least 48 hours prior to sailing. You may change the price and offer as many times as desired up to 48 hours before sailing. For bookings within final payment, any amounts owed will be refunded in the form of non-refundable onboard credit; for bookings outside of final payment, any amounts owed will be refunded to the original form of payment used for the cruise fare. Certain promotions will be excluded from the policy. A list of exclusions will be provided.QUESTION #6: Will the current Best Price Guarantee go away?A: The current Best Price Guarantee will be effective for any bookings made after September 30, 2020.QUESTION #7: What sailings qualify for Cruise with Confidence? A: All sailings (excluding chartered) through May 4, 2022, are included in the Cruise with Confidence program.QUESTION #8: How long will I have to redeem my Future Cruise Credit (FCC)?A: FCCs issued under the new Cruise with Confidence program must be redeemed by December 31, 2021, or 12 months after the date the guest cancelled their original sailing (whichever is later) and can be used on sailings departing on or before May 4, 2022. Please note that Cruise with Confidence FCCs cannot be redeemed on the sailing where it was previously issued. Only future sail dates qualify for FCC redemption.QUESTION #9: How can I cancel using Cruise with Confidence?A: If you have a qualifying sailing, you’ll need to request no later than 48 hours prior to sailing and a Future Cruise Certificate will be issued within 30 days after cancellation. You can also request a cancellation online by accessing or for travel agents access: rclcares.co.ukQUESTION #10: If I have a Future Cruise Credit of 125% issued from a suspended sailing, can I Lift & Shift with the same promo for the next year?A: Yes, but you will forfeit 25% of the 125% Future Cruise Credit. The deadline to elect Lift & Shift is September 30, 2020.QUESTION #11: If I booked with a Non-Refundable deposit, can I reschedule with Lift & Shift and not have to pay the $100/pp change fee under the new Cruise with Confidence program?A: Non-Refundable Deposit bookings may Lift & Shift without a change fee; however, all penalties will move with the booking. QUESTION #12: What will happen to my Celebrity Passages onboard credit if I take advantage of the Cruise with Confidence program?A: When choosing Cruise with Confidence, Celebrity Passages onboard credits will be re-added to your booking if you opt to change your ship and sail date. Should you choose to cancel with Cruise with Confidence, it will be applied to the new sailing when you rebook. Additionally, if you have received an onboard credit as a result of a redeployment, charter, or other goodwill gesture, it will also follow you to your new booking. If you choose to cancel without opting for Cruise with Confidence, the onboard credit will be forfeited. Any promotional onboard credits will be forfeited.QUESTION #13: If I don’t want a Future Cruise Credit and simply wish to cancel for a refund, what are my options?A: If you cancel prior to final payment, you will receive a full refund in the amount you’ve paid to-date, and any nonrefundable deposits will be returned in the form of a Future Cruise Credit. After final payment, the standard cancelation penalties apply if you don’t want to take advantage of the Cruise with Confidence program.QUESTION #14: What happens if there is a difference in cruise fare between the Future Cruise Credit (FCC) issued for my cancelation and what I want to book next?A: If the cruise fare on your new booking exceeds the value of your FCC, you will be responsible for the difference. Alternatively, if the new cruise fare is lower than the value of the FCC, the remaining funds will continue to be available on the initial FCC until the FCC balance is zero. QUESTION #15: Are Future Cruise Credits interchangeable between brands?A: Future Cruise Credits acquired through the Cruise with Confidence program can only be redeemed on the brand with which the cancellation occurred.QUESTION #16: What about hotel and transfers? Will I receive a refund for those?A: If hotel or transfers were purchased with Celebrity Cruise, they will be refunded. Anything purchased outside of Celebrity Cruises will need to be addressed directly with the property/operator.QUESTION #17: Do standard Final Payment timelines still apply?A:. UK and Ireland guests have full payment required at 57 days prior to departure.QUESTION #18: How are Non-Refundable Deposit bookings impacted by this policy update?A: Nonrefundable Deposit bookings may be rescheduled to a sailing at the same time next year without a change fee; however, all penalties will move with the booking. QUESTION #19: If I cancel, will I be credited for my pre-cruise purchases, such as beverage packages, shore excursions, and specialty dining?A: Yes, pre-cruise purchases will be refunded to the original form of payment.QUESTION #20: Who will receive notification once a Future Cruise Credit is issued? A: All Future Cruise Credits will be sent directly to the affected guest, and the associated travel advisor, if you booked with one. QUESTION #21: What if a Future Cruise Credit (FCC) was used to pay for my existing cruise, and now I want to change to Cruise with Confidence?A: If a Future Cruise Credit was used to pay for either all or a portion of your existing reservation, all funds will be combined into one FCC. The value of the original FCC will now be added to the new FCC at 100% of its original value, plus the addition of any amount paid. Regardless of the original FCC’s expiration date, the new FCC is valid through December 31, 2021, at which time all unused funds will expire, for sailings departing on or before May 4, 2022.QUESTION #22: To qualify for the new Cruise with Confidence policy, what is the last day to cancel? A: The Cruise with Confidence program applies to all guests wishing to cancel up until 48 hours prior to the date of departure. Please reference the chart below.SAILING DEPARTURE DAYLAST DAY TO CANCELSundayThursdayMondayFridayTuesdaySaturdayWednesdaySundayThursdayMondayFridayTuesdaySaturdayWednesdayQUESTION #23: Are there any ships or sailings where the Cruise with Confidence Future Cruise Credit (FCC) is ineligible?A: The FCC can be redeemed on any future sailing departing on or before May 4, 2022, if it remains on the brand originally purchased. The FCC cannot be used to repurchase the same ship or sailing of the original booking canceled, and it may not be used towards a charter booking. QUESTION #24: Are Cruise with Confidence Future Cruise Credits applicable to existing bookings? A: Yes, Future Cruise Credits can be used on new or existing bookings for the value of the cruise fare due.QUESTION #25: If I’m ready to rebook my Celebrity Cruises holiday, do I need to make my deposit today, or can I wait for my Future Cruise Credit?A: If you cancelled your booking with the Cruise with Confidence program, and you rebook your cruise July 17, 2020 – August 15, 2020, you will not be required to make a deposit payment until August 31, 2020, or when final payment is due, whichever comes first, while waiting for your Future Cruise Credit certificate. If you cancelled your booking with the Cruise with Confidence program, and you rebook your cruise June 22, 2020 – July 16, 2020, you will not be required to make a deposit payment until August 15, 2020, or when final payment is due, whichever comes first, while waiting for your Future Cruise Credit certificate. If you cancelled your booking with the Cruise with Confidence program, and you rebook your cruise May 20, 2020 – June 21, 2020, you will not be required to make a deposit payment until July 15, 2020, or when final payment is due, whichever comes first, while waiting for your Future Cruise Credit certificate. Bookings with option dates that were extended to May 31st, 2020, may not be extended a second time. QUESTION #26: Can I use the Future Cruise Credit across multiple itineraries, or does it have to be used for a single booking?A: Yes, your Future Cruise Credit may be used across multiple itineraries if there is a remaining balance after initial use. Any remaining funds on the FCC will continue to be available until the FCC balance is zero.QUESTION #27: If I cancel a cruise using the Cruise with Confidence program, and I’m issued a Future Cruise Credit, can I apply it to a holiday sailing? A: Yes. Future Cruise Credits can be applied to 2020 and 2021 Christmas and New Year’s holiday sailings. QUESTION #28: Am I able to Lift & Shift an Alaska booking that has a Cruisetour attached?A: Cruisetour guests are able to Lift & Shift to next year’s Alaska season, while taking advantage of price / promotion protection.? To qualify, the required Lift & Shift criteria must be met, while also ensuring that the future booking’s Cruisetour length is the same as the original.? Should your client be interested in a different Alaska Cruisetour than the one originally confirmed, we’re happy to accommodate as long as the Cruisetour lengths align and we have availability.? Alaska Cruisetours and Canadian Cruisetours are not interchangeable.QUESTION #29: Does Cruise with Confidence protect airfare? A: If you booked air through Celebrity on our refundable air option:Celebrity will handle all re-accommodations, and we’ll cover any change fees. You will be responsible for any additional charge. If?you choose to cancel, you’ll receive a full refund. Refunds will be placed on the original form of payment.?The refund will typically appear on your credit card statement in the next billing cycle.UK and Ireland guests who booked a non-refundable ticket through Celebrity will not receive a refund. If you booked flights independently with an airline or travel partner, you’ll need to contact them directly to inquire about a refund or contact your travel insurance provider. If you booked air independently or purchased a nonrefundable option through Flights by Celebrity, you should reach out to your air carrier for assistance with canceling or changing your flight. We will not cover any change fees for air purchased independently. If you choose to cancel, the carrier should allow you the use of the ticket within 12 months of the ticket issue date. Question #30: Will expired FCCs be extended?Celebrity will now extend guests’ expired FCC’s to 31/12/20, instead of 31/10/20, if they choose to take advantage of our CWC program. For guests that currently have an expired FCC on their booking and choose to take advantage of our CWC program we’ll extend their FCC’s expiration date to 31/12/20. This is a book by date. They can select any sailing they’d like. Question #31: If I previously cancelled my sailing under CWC but now I want to go back to my old price/promotion and Lift & Shift to next year, may I?A: If your cancellation was part of the CWC Program and you chose a 100% FCC for a future date you cannot revert back to your old booking to Lift & Shift at your original price/promotion. Only bookings that were cancelled as part of our global sailing suspension are able to revert back to original booking and Lift & Shift in lieu of the 125% FCC.Question #32: If I book a future sailing (such as for 2021 or 2022) that is covered under CWC, and I then decide to cancel within 48 hours of departure – what will be the expiration date of the FCC?A: All FCCs issued under the new Cruise with Confidence program must be redeemed by December 31, 2021 or 12 months from after the date the guest cancelled their original sailing (whichever is later) and can be used on sailings departing on or before 4/5/2022.?QUESTION #33. May I transfer my FCC to another guest? A: Yes, we will allow a one-time transfer of a Cruise With Confidence FCC to be used for a 2020 or 2021 sailing. Deadline to request transfer is September 30, 2020. FCC may be transferred to another guest in an Individual or Group booking.QUESTION #34: Will a group booking that is rescheduled from a non-contracted group to an FIT booking next year lose all GAP amenities? A: Yes, any group booking opting to Lift & Shift to an FIT Booking will lose all GAP amenities both travel partner and guest facing.Question #35: How?is?the?value?of?my?client’s?Future?Cruise?Credit?determined??A: Your client’s?Future Cruise Credit?will be reflective of the Cruise fare (Cruise + Non-commissionable?Cruise Fare) amount paid, less taxes & fees.??Refundable Air booked through Celebrity, Pre/Post Hotels, transfers, etc. will be refunded to the original form of payment.??Question #36: Do the same parameters apply to both Group and Individual reservations??A: At this time, Individual and named Group reservations qualify for the same “Cruise with Confidence” guidelines. Contracted group eligibility may vary, and, at this time, chartered sailings do not apply.?Question #37: Will Travel Partner commissions be protected for guests who choose to cancel their existing reservation? A: Yes, travel partner commission will be protected on both the cancelled booking and the future reservation where the correlating?Future Cruise Credit?is applied. Please note that commission protection will only occur on cancelled reservations that are paid in full, fall within the final payment window, and where guests have opted to take advantage of the Cruise with Confidence FCC option. If a guest misses the cancellation deadline of 48-hours prior to the sail date and requests a late cancellation, full penalties will be assessed, and commission will be protected. Please note that FCC commission earnings are payable only on sailed reservations.?*Additionally,?conditions?may?vary?if?booked?through?a?Tour?Operator.?It’s?recommended?that?you?reach?out?to?the?individual?Tour?Operator?for?applicable?terms.?Question #38: Will?earned?Tour?Conductors?be?protected??A: Under the Cruise with Confidence program, group TCs will be protected, though the minimum required stateroom counts are still required to qualify.?Question #39: What?price programs are excluded from Best Offer Guarantee/ Lift and Shift?A:TA ratesTAFFEMP / EMP family fares Family / Friend rates Charters, group contracted rates, rates quoted via SiebelNet Rates (deep discount, tactical nets and Net Rate)Perishable/Strategic Certificate (offer)Seminar at SeaQuestion #40: Is there a change for the Group milestones schedule?A: For January through June 2021 Group business, we are waiving the 180 days-to-sailing checkpoint to allow Travel Partners time to hold onto their Group space. Please note, no action is needed from you or our Travel Partners.However, the 120 days-to-sailing “hard stop” milestone remains for such groups.QUESTION #41. How will I be notified when my client’s Lift & Shift has been processed?A: An email confirmation will be sent to Travel Advisor both at time of online submission (via ), and again when the request has been completed. Please allow up to 72 hours for the booking to be updated.BOOKING A FUTURE CRUISEQUESTION #1: Will I still get the same perks when I rebook a new cruise? A: Unfortunately, at the time of cancelation, all promotional offers, amenities, and value adds are removed and will not carry-over to future reservations. Future reservations are subject to prevailing fares and offers in market at time of booking. If you have booked any shore excursions, beverage packages, or other pre-cruise purchases, you will receive a refund to the original form of payment.QUESTION #2: If I had a cruise cancelled as part of the global suspension, can I rebook a future sailing now?A: Yes. You can book any future sailing now. If your cruise was cancelled as part of the global suspension or you canceled through our Cruise with Confidence program, and you rebook your cruise July 17 – August 15, 2020 you will not be required to make a deposit until August 31, 2020, or when final payment is due, whichever comes first, while waiting for your FCC. If your cruise was cancelled as part of the global suspension or you cancelled through our Cruise with Confidence program, and you rebook your cruise June 22, 2020 – July 16, 2020 you will not be required to make a deposit until August 15, 2020, or when final payment is due, whichever comes first, while waiting for your FCC. If your cruise was cancelled as part of the global suspension or you canceled through our Cruise with Confidence program, and you rebook your cruise May 20, 2020 – June 21, 2020 you will not be required to make a deposit until July 15, 2020, or when final payment is due, whichever comes first, while waiting for your FCC. Your booking will remain active without any payment until your FCC is applied or up to the date of final payment. After the FCC is applied, a payment still needs to be placed on the booking. Payment needs to be either for the balance due or the minimum deposit, whichever is less. The payment towards the balance due is inclusive of the taxes, fees, and prepaid gratuities. TRAVEL RESTRICTIONSQUESTION #1: Will the requirement for anyone over 70 years of age to have a physician form certifying they are fit to travel be a permanent policy even after the virus subsides? A: Earlier this year, we announced travel restrictions for guests with chronic illness as well as a mandatory “Fit To Travel” form for guests 70 years of age and older with critical health conditions.?We are pleased announce that, while subject to change, the Cruise Lines International Association (CLIA) has confirmed these restrictions were lifted in early April. So, we will no longer require “Fit To Travel” documentation to board our ships. We are concentrating all efforts on developing a cohesive return to service plan which will include enhanced health and safety protocols for all travelers. We are collaborating with CLIA, the Centers for Disease Control (CDC), and other government and health officials to assemble new processes and standards for the cruise experience, including boarding at terminals. These new processes and protocols are in the final stages of development, and once finalized, will be shared with guests and travel partners.QUESTION #2: What about passengers who did not cancel under the Cruise with Confidence program but received notification that the restrictions imposed by Celebrity Cruises meant they would be denied boarding? What kind of compensation will they receive?A: Any guest who was denied boarding for reasons of illness, age, or travel restriction will receive a Future Cruise Credit for 100% of the amounts paid toward their cruise fare.ITINERARY MODIFICATIONS QUESTION #1: If Celebrity should change the embarkation/disembarkation ports, will guests who have booked their air travel by Celebrity be rerouted at no additional cost?A: Yes, our Emergency Travel Team will automatically change the flights at no cost. QUESTION #2: Will the Celebrity Summit May 28 Loyalty Reunion Cruise and the Celebrity Summit June 16 Celebrate with the CEO Cruise events still take place?A: Unfortunately, no. The Celebrity Summit May 28 sailing has been suspended and the June 16 sailing have been modified due to closure of Canadian ports through July 1. We will let you know if and when we are able to reschedule these events. CURRENT AND FUTURE CRUISESQUESTION #1: What’s happening with any current cruises you have sailing?A: All sailings have concluded or have been cancelled.QUESTION #2: Will Celebrity be making separate decisions on cruises sailing from Italy?A: We have currently suspended all cruises through October 31, 2020 (excluding Celebrity Solstice 10/16/20, 10/18/20, 10/28/20) and including Celebrity Silhouette 11/8/20, 11/20/20 and Celebrity Infinity 11/16/20. Should additional cruises need to be modified or suspended, guest and travel partners will be contacted directly. QUESTION #3: What is the status of cruises in the Galapagos Islands?A: We have announced all global sailings will be cancelled through October 31, 2020. This includes our Galapagos Island sailings. CRUISES FOR HEROESQUESTION #1: Is #CruisesForHeroes going to be rescheduled?A: Sadly, at this time, they are cancelled. These are extraordinary times with circumstances outside of our control. QUESTION #2: Will guests booked on the Cruises for Heroes sailings be eligible to receive 125% Future Cruise Credit or reimbursement for canceled airfare and hotel?A: Compensation will not be offered for the Hero cruises as these sailings were complimentary. For air fare or hotel cancelation, guests should contact their air and hotel provider directly as most travel industry partners are waiving cancelation fees and penalties. STATUS OF THE CREWQUESTION #1: What is happening with the Celebrity Cruises crew members on board your ships? A: We are maintaining a minimum level of crew necessary for the safety and maintenance of the vessel. All other crew members will return home before further travel restrictions are possibly implemented.?Crew members who cannot get home safely are welcome to stay on board while we continue to look for options for their safe repatriation.QUESTION #2: Are you still taking care of crew pay during this time?A: Thank you for thinking of our crew, we certainly appreciate all they’re doing during these challenging times. We are providing a wide variety of activities on board.?In addition, we have provided free Wi-Fi and online messaging services to keep crew connected to their families. We have also implemented an Employee Assistance Program (EAP) that provides personal assistance with everything from health and stress related issues to financial counseling. All crew who remain working on board will continue to be paid.?All crew on board who are not working and have not yet been able to be repatriated will receive a goodwill payment to assist them during this difficult time. ................
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