No luggage for 4 days

Celebrity Infinity Cruise Review to Alaska - Inside Passage

Cruises: 4-6 cruises
Review: 1
Helpful Votes: 66

Overall rating:

2 out of 5
Verified Review
Celebrity Infinity

Peaks And Valleys

Sail date: June 12, 2016

Ship: Celebrity Infinity

Cabin type: Balcony

Cabin number: 7136

Traveled as: Large Group

Reviewed: 8 years ago

Review summary

This was the most stressful vacation I have ever been on due to the lack of organization and compassion that we experienced with Celebrity.  We were never emailed the link to confirm our cruise and print out luggage tags, so I called Celebrity the day prior to ask what to do.  I was told that there was no problem--that we just needed to go to the terminal, and in the baggage drop off area, a porter would approach us, ask us our room number, and all would be taken care of (we were never told there was another ship departing from the terminal that morning).  When we got to the baggage drop off, a porter approached, asked our room number and basically waited with his hand out for a tip.  My husband had forgotten to get cash that morning, so was unable to tip, and got a dirty look from the porter.  His comment to me as we left the luggage area was that he hoped our luggage made it on the ship because of the look the porter gave him.  As the ship launch drew closer, and the rest of our party got their luggage, we began to get worried, as I have health issues, and my supplies were in my luggage, so we went and told the concierge Sylvia that we needed to know that our luggage was on the ship, or we would have to get off the ship--we were EMPHATIC about that because of my health issues.  Sylvia the concierge assured us our luggage was on the ship, and should be there shortly.  2 hours later, on our way to Icy Straight, I was told that our luggage was not on the ship, and that we wouldn't have it for 4 days until we got to Jeauno (it had been put on the Holland ship).  I was beside myself trying to figure out not only how I was going to manage my health concerns, but how I was going to manage the next 4 days without my makeup, my hair stuff, and not even a pair of underwear (which are not sold on the ship). The doctors on the ship only partially had what I needed to be comfortable and stay healthy, so ended up with an infection that I needed to go on antibiotics for.  I purchased makeup and hair stuff on the ship where the prices are twice what I can get them for on land, and that alone cost me $500.  Luckily, one of the women we were traveling with was my size, so I was able to borrow some of her clothes, but I was never offered free laundry service, so I spoke with Sylvia about that and a credit for what I had to spend on hair and makeup, she told me the most they could do was $200, and that they had supplied me with a hygene kit (which includes a toothbrush, toothpaste, shaving cream a razor and deodorant, three items of which I have no use for) and that should be enough.  I told her that was ridiculous, and when I asked to speak to her boss, she told me that if I went above her head, anything she had offered me was off the table.  The next day, I was able to meet with Sylvia's boss Ana, and she offered me the $500 plus another $200 for my trouble, but to have to fight for just the basics, get sick in the process,  and be treated the way that I was treated put such a terrible taste in my mouth that we refused to spend another dime of our money to Celebrity for the remainder of the cruise, and will never take a Celebrity cruise again and will not recommend it to our friends, which is a shame, since the food was good, the entertainment was good, and the itinerary was amazing.  We traveled with 2 other couples, who were also affected by our situation (I had to miss the hike in Hoonah because all I had was dress boots), and the first night we were there, one of the couples ordered a $200 bottle of wine, which alerted the waiter Sirah to sell them on a special exclusive and intimate 7 course wine tasting dinner for 8 in the wine cellar.  We were told by our waiter Sirah that he found 2 more people to join our party, so the table was sold out (our friends paid $170 a head for this special dinner, which was a birthday present to the wife in the other couple)  When we arrived for the dinner on Wed night (I in my borrowed dress and shoes, with no hose since you don't sell them on the ship), we were told that the plans had changed, our group had grown to 11, which meant that we could no longer fit in the wine cellar.  We were then seated at a huge table that was so big we could not hear each other across the table, in the middle of the noisy restaurant.  So much for exclusive and intimate.  To add insult to injury, we saw that another party had been seated in the wine cellar that evening. Our friends were able to fight for their money back since they did not receive what they were sold, but the feeling was that Celebrity is more interested in making a buck than taking care of their clients.  Celebrity needs to take a lesson from Southwest Airlines and learn that SERVICE, not sales is the way to get and keep customers.

Ship experiences

Food and Dining

5 out of 5

Onboard Activities

3 out of 5

Entertainment

5 out of 5

Children's Programs

3 out of 5

Service and Staff

1 out of 5

Ship Quality

5 out of 5

Cabin / Stateroom

3 out of 5
The room was smaller than deluxe veranda rooms on other ships we have sailed on. Our cabin staff was great.

Ship tip

Be prepared to be sold to constantly, and if you have a problem, expect to have to fight for compensation

Ports of call

Vancouver (Canada Place), British Columbia

5 out of 5

Icy Strait Point (Hoonah), Alaska

5 out of 5

Cruise Hubbard Glacier

5 out of 5

Juneau, Alaska

5 out of 5

Ketchikan, Alaska

5 out of 5

Cruise Inside Passage, Alaska

5 out of 5
Was this review helpful? 66

17 Comments

CarrolAZ    8 years ago

Bdrebel. Take their comments with grain of salt we did the Alaska cruise on Soltice with grown kids and grandkids we all loved it crew was great and food was fantastic. If you want a speciality dining do the Tuscan grill well worth the up charge Side note I have cruised many times and first thing learned you travel with go bag with needed meds , tip money always

askeegan    8 years ago

Originally posted by: lhuntington43

askeegan--FYI, not everyone has smelly armpits, even without deodorant, and not everyone has hairy legs, so through the process of elimination, you should be able to figure out that my breath smelled great :-)

LOL merely meant in light hearted humor!

BAK1061    8 years ago

Sorry you had a problem with your luggage.  Cruising is not the luxury vacation it used to be. The cache is gone. Ships are getting larger, carrying more passengers, charging less and making it up on volume and premium activities which have charges attached.  We used to save for an entire year to afford a cruise. Now I can almost pay for one with what I bring home in a week.   And it's not because I earn so much either.    Customer service has suffered, along with everything else.   They don't care. Why should they.  Most people return regardless of a bad experience.  I'll bet anything you book an RCCL cruise.  Guess what ? They own Celebrity.  Carnival Corp, owns what ? 75% of the ships out there ?   Sooner or later the bubble on the cruise industry is going to burst.  Huge ships will sail half empty.  Because even at a low price, if you lose your job, that cruise you booked gets cancelled.   And a lot of people are losing jobs.  It's cyclical though.  But I give it maybe.........5-10 years before earning plummet.    And I think one line will cease operations.

lhuntington43    8 years ago

askeegan--FYI, not everyone has smelly armpits, even without deodorant, and not everyone has hairy legs, so through the process of elimination, you should be able to figure out that my breath smelled great :-)

JusMe    8 years ago

I always carry my luggage on myself for years and years.   One time I saw the crew tossing bags down the stairs on a ship.   Between that and my bag sitting in the hall until I put it in the room where anybody can carry it away,  I'd rather carry on myself and know it gets to my cabin with me.

nedavey    8 years ago

Sorry to hear you had a rough time. I love Celebrity and have had great experiences with them, but sometimes things don't work out. Very frustrating for you and your friends I'm sure. The baggage handlers are definitely separate from the cruise line and I myself have has some experiences with them. As for the other concerns, I recommend finding a good travel agent that's experienced in cruising the next time you book. It's a myth that they charge you extra and they will usually find you a better deal such as group rates that only they have access to. Then if you have issues they can help you out with that too. They have access to the cruise line reps, etc. Also they will put together your documents and tags well before you go.

BDRebel    8 years ago

Originally posted by: askeegan

"hygene kit (which includes a toothbrush, toothpaste, shaving cream a razor and deodorant, three items of which I have no use for)"

 

So by process of elimination, you either had nasty breath, smelly arm pits or hairy legs or a combination of the lot?  Sorry I just could not resist that!  LOL

 

I was thinking the same thing, but I figured that the OP had already had a horrible day

 

askeegan    8 years ago

"hygene kit (which includes a toothbrush, toothpaste, shaving cream a razor and deodorant, three items of which I have no use for)"

 

So by process of elimination, you either had nasty breath, smelly arm pits or hairy legs or a combination of the lot?  Sorry I just could not resist that!  LOL

 

I agree that having sailed previously, you should have known that you need luggage tags.  As well, a seasoned cruiser always plans for the what ifs and carrys a change of clothing and medications in a carry on.

 

I am sorry to hear you had a miserable time.  Perhaps next time will be better for you?

 

crusies    8 years ago

Why did you wait until the day before to address the luggage tags? Could have shown your cruise info to the porter. I take it you didn't purchase "cruise / trip" insurance. A must especially with health issues. We purchased AIG Basic for $140 through InsureMyTrip.com. We don't cruise for another 59 days and already checked in and waiting for luggage tags to be available. I will have Celebrity tags as well as my own attached with insurance info included in the holder. Up to you to recommend or not, but it wasn't Celebrity's fault for all that was miserable.

razl    8 years ago

Is make up really a necessity or more of a want? I know im no female but to me make up is not an essential part of something that you absolutely HAVE to have. I understand the underwear issue and meds and what hair stuff did you absolutely have to have to survive? Were shampoo and soap not in your room? Could you have not just borrowed some hair ties and bobby pins? And a hair brush i can see you needing maybe

meghad23    8 years ago

For a Caribbean cruise, it may be easier to pack a few days of clothes and your BAH/med supplies, but for an Alaska cruise, I can see how that could be difficult. Like BDRebel, I am looking into cruises to Alaska, and heard that Celebrity is the best/better line so I've been considering them. I usually do RCI, but have been considering Celebrity given the rave reviews, and hope this was a one off time with your experience. 
I can empathize with the porters and dirty looks. I was traveling with my BF and his parents so there were 4 of us. My BF's father tipped the porter, but when my BF and I placed the luggage down, he expected us to tip as well and my BF shot back with the fact his dad had tipped him. Regardless, it is not right for them to do anything to peoples property out of spite, and I hope it was an honest mistake. I am taking a risk with a guaranteed room, knowing the room can be assigned up to the day of the cruising. Makes me nervous, but I was looking for a decent deal on a budget.  

lhuntington43    8 years ago

I appreciate the comments, and to Kknorr0320, no, we did not see the other ship until after we dropped off our luggage.   CruisinTim, you are exactly right, we should have had cash (it was a strange situation that we didn't) and I should have had a change of clothes and my supplies (not meds), and from now on will make sure both things happen.  But 4 days worth of what I needed would not fit into a carry-on (supplies, clothes, shoes,hair, makeup), so I still would have been screwed. But you are wrong about going online the day before to get the luggage tags--we tried to do that and Celebrity told us it was too late, and that we would have to get them at the loading dock from the porter.  And the point really is that we made them aware an hour BEFORE we left the dock that it was crucial that we had our luggage, or we needed to disembark, and we were told that all was fine and that it was on board--THAT was negligence on the part of the concierge and Celebrity, and then to be brushed off (I was not offered the $700, I had to fight for it) and told if I went above her head, she was taking away what she previously offered--that is unacceptable!!!  The comparison with Southwest has nothing to do with handling luggage--it has to do with how they treat their customers when there is a problem, whether it is their fault or not..

kknorr0320    8 years ago

I've only sailed from FL but can you not see how many ships are in port?

BDRebel    8 years ago

I can see how you would not enjoy the vacation you were hoping for.

JohnGold is correct in that anything that happens at the port (ie the luggage being loaded incorrectly) is the fault of the port workers, not the ship.

That (in my own opinion, at any rate) does not excuse the flippancy of the crew.

As I have a Celebrity Alaska cruise coming up (Solstice), I only hope that it was simply a one-time case.

kknorr0320    8 years ago

Yeah I have health issues and even though it's a pain I carry that on with me. Not taking the chance because things happen. I wonder if they pulled up to he right luggage area?

CrusinTim    8 years ago

With all due respect, for someone that has been on 4-6 cruises, you should be aware by now that having your meds, a change of clothes as well as any other necessities in a carry-on bag as well as tip money for the porters is essential! From the curb to the ship, the cruise line has NO control over your luggage. It is the Port Operations that handle your luggage until it is onboard. Being argumentative with the crew for something they had no control over is absurd! You got $700 from the cruise line for something that wasn't their fault. Comparing an airline (which IS responsible for your luggage) to a cruise line (which isn't until it is onboard) makes no sense. You could have avoided not having luggage tags and have gotten your boarding passes SIMPLY by going to the Celebrity website, clicking on "Already Booked" and going to "online Check-in".

Johngold    8 years ago

Interesting concerns about the luggage. While certainly no excuse for the behavior on the part of the cruise line, I am not aware that luggage handling in port was the lines problem. It is usually the ports' problem. If I ever check my luggage for flights or other trips I always have a change of clothes and all my meds in a carry on . Just safer that way.

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