Celebrity Cruise Lines - Cruisemates Reader's Cruise Reviews
Celebrity Cruises

Eclipse
by 1longtimecruiser
Repositioning Cruise
April 21, 2012

Celebrity did a wonderful job of lining up speakers of interest for this long transatlantic cruise. There was plenty of activity to keep everyone busy for the many at sea days.
Dining was a bit of a disappointment as we felt the quality was not quite up to Celebrity standards based on our past 15+ Celebrity cruises.
None of our shore excursions were booked through Celebrity, but the excurisions we took (booked at the ports) were excellent. In the Azores, we went with Ricardo on a tour of the green and blue lagoons...very nice. At LaHavre, we simply took a bus across the river to Honfluer and had a wonderful day just visiting the village.
The PROBLEM we encountered was with Butler Tours of Cobh,(Cork) Ireland. Due to weather conditions the ship did not port at Cobh as scheduled. We, along with my sister and husband had pre-booked a tour with BUTLER TOURS. BUTLER TOURS states in their policy that a refund will be issued for the tour if the ship cannot port as scheduled. Butler did provide us (my wife and I) a refund, but denied a refund to my sister, and here is the reasoning.
Just a few weeks prior to sailing, my sisters husband was killed in a tragic accident. A week after the funeral, she wrote to BUTLER TOURS asking about their refund policy in an instance such as this, stating that "we (meaning her along with her now dead husband) will not be taking the cruise". She was considering other options, such as bringing a son on the cruise with her, or transferring the tour tickets to me and my wife to provide to another couple on the cruise. When BUTLER TOURS replied to her that no refund could be given, she wrote again stating that she had determined that she would take the cruise and bring her son along with her, so that the tour tickets could still be used by her. BUTlER TOURS then replied stating that they had cancelled her booking and "given the tickets to another couple who had earlier faced a similar situation". NEVER had my sister indicated she had any intention of cancelling the tour - this was something BUTLER TOURS did on their own based on the commet my sister made when she indicated that "we" (meaning her and her now dead husband) could not make the cruise together. BUTLER TOURS failed to allow her to make other provisions or to transfer the tickets.
Now, with the cruiseship not porting at Cobh (Cork), BUTLER TOURS did set about to provide refunds to those that had bookings as per their policy, but refused a refund to my sister. I am sure that all of us find this to be totally unacceptable....if anyone deserves a refund it is a widow faced with difficult decisions and unexpected issues. BUTLER TOURS is being brutal in their stand on this claiming an intent to cancel, which is not true.