ByeCelebrity
Contributor Level: Purser

They throw away your lost clothes

Here's something that happened on Friday August 25, 2017 the last  day of our Alaska Cruise on the Solstice.  I accidentally left my favorite UCLA hat hanging on my stateroom door (1655) when I disembarked.  I tried to get back on the ship two minutes after I walked down the gangway and they refused to let me go back and get it.  My daughter (who was traveling with us) had given that hat to me as a Christmas gift and it was special to me, so I called the Celebrity customer service line the next day expecting them to help me retrieve it, because here is what their website says:

"We are sorry to hear that you are missing a personal item. We make every effort to recover all lost items from onboard our ships and conduct thorough investigations into these matters. If you have not already done so, please contact us at 1-844-418-6824 ir via email at celebrityonetouch@celebrity.com at your earliest convenience, so that we may assist you in beginning the process of locating your item. This team will conduct an extensive search for your missing item and provide a response within five business days."

 

However, this is not true.  Celebrity customer service told me on the phone they throw away all lost clothing after the cruise.   So my prized hat has been thrown away.  The Celebrity website is entirely mis-leading.  They do not "make every effort to recover all lost items from onboard our ships"

 

So anyway, this lack of customer service really bothered me and I wanted others to know.  I have now cancelled all my future cruises with Celebrity  (I had several booked) and will look for another cruise line the next time we cruise.    

Tags: Celebrity Cruises Lost and found means lost forever

38 Answers

ctav
Contributor Level: Captain

 

I understand the lost of an item that was given to you by a family member but you left it behind and the cabin stewards only has a limited amount of time to turn the cabin around for the next guess. 

Put the fault where the blame should be.

BAK1061
Contributor Level: Captain

Can she buy you another hat ?  I mean, what the hell, it's UCLA.  Remember when she was little and her pet turtle died ?  You went out and bought one that looked just like it right ?   Same thing here.

cucruizin
Contributor Level: First Mate

It's disappointing when you lose something. I'm just surprised that you'd cancel several cruises because the web info about looking for a lost item may have been inaccurate. Hope you find another cruise line.

 

ByeCelebrity
Contributor Level: Purser

Yes, I accidentally left the hat hanging on the hook by the door.  I realized I left it behind almost immediately, but wasn't allowed to turn back around and retrieve it.  If they just contacted our steward the problem would have been solved.  He was well tipped in excess of the recommended minimum because we really liked him. 

 

I understand the lost of an item that was given to you by a family member but you left it behind and the cabin stewards only has a limited amount of time to turn the cabin around for the next guess. 

Put the fault where the blame should be.

[/quote]

 

ByeCelebrity
Contributor Level: Purser

The hat just brought into focus the fact that Celebrity isn't what it used to be.  My point is that they just throw away customers clothing without making any effort at all.  What somebody leaves behind a nice leather coat?  It's thrown away?  It makes me feel like the passengers are commodities. 

 

 

ByeCelebrity
Contributor Level: Purser

Of course I can get another hat, but it would have been a simple matter to walk back up the stairs, take it off the hook, and put it on my head if Celebrity really cared about Customer service.  I discovered they don't really care, at least at the corporate level, and so I thought I would pass that fact along.  They don't care unless enough people stop cruising, then they will change a policy.  For now it's cheaper for them to throw away passengers possessions.  Thank-goodness I didn't leave my passport in a coat in the room.   

 

 

ctav
Contributor Level: Captain

 

Before you deplane on any airline, they announce you gather all personal items because once you deplane, you can not reboard and the same holds for cruise ships and I think it's industry wide. 

I left a pair of sweat pants in the gym on Fantasy and realized it a day later and when I went back to the gym, they had chucked them in the trash. 

my fault.

 

 

 

JCOAKML
Contributor Level: Captain

Yeah yeah they probably shouldn't advertise that they're going try to recover your lost things then turn around and admit they aren't going to do it.  But are you serious?  You're going to cancel all your Celebrity cruises and never sail them again over a hat which was ultimately your responsibility?

 

Didn't you enjoy anything on your Celebrity Cruise?  Your going to walk away from all that over a hat? 

 

There are some of us that wish we could afford to sail on Celebrity.  Reading about you chopping all ties due to a hat just seems absurd to me.  Even if they chucked my passport, life goes on and I do what I'd have to do.  But I would be thankful I could even afford to go on such nice ships.

 

I'm throwing this one under "First World Problems". 

JCOAKML
Contributor Level: Captain

And as far as Celebrity or any other big business caring about us.  You should know by now that none care.  They only act like they do long enough to get money out of us.  It's life, I accept it, and I move on and try to have fun despite the fact. 

ByeCelebrity
Contributor Level: Purser

You make a good point that I was lucky to be able to afford a Celebrity Cruise.  I'm also lucky enough to be able to take my business elsewhere.  I agree it's a first world problem that most would never understand.  I think throwing away peoples clothes and claiming you care about customer service is pure hypocrisy.  Maybe Celebrity will read this story and change their policy.  

Reply

*Cruiseline.com is not a booking agent or travel agency, and does not charge any service fees to users of our site. Our partners (travel agencies and cruise lines) provide prices, which we list for our users' convenience. Cruiseline.com does not guarantee any specific rates or prices. While prices are updated daily, please check with the booking site for the exact amount. Cruiseline.com is not responsible for content on external web sites.

Back to Top