Celebrity Cruise Line Air Program

My husband and I are booked on an upcoming cruise 11/16-23/19 sailing from Puerto Rico.

We decided to try the Celebrity Air service so that we could fly down the day of the cruise and avoid an overnight stay in PR. Normally we fly with Southwest using our points, but that option would not guarantee our arrival on sailing day.

We booked one way from Pittsburgh to PR and opted to upgrade our seats for the second flight into PR since it is a longer flight and my husband has knee replacements. We paid the quoted price.

We then looked to book our return flights on Southwest but found their flights were extremely expensive so we contacted our agent and asked her to just book us roundtrip on United via Celebrity Air/United Airlines. When I checked our confirmation I found that we were booked in standard seats far back in the plane without the extra leg room.

I contacted United airlines and was told the air program makes those choices, so I contacted them. They said that United never allows them to book anything but standard seating. I told them that we had been booked in upgraded seats for the flights to PR already and had paid for those upgraded seats but the air program insisted they could not have done that.

As a result of all this we ended up having to pay an additional $300 to United to get the seats we thought we originally had paid for. The air program will not budge and United says they cannot help us. Our agent says she has tried reaching out to Celebrity for resolution but we have heard nothing.

This is our 4th Celebrity cruise but I suspect it will be our last considering our past experiences with Celebrity – this incident included. I would love to be a loyal Celebrity customer, but they aren’t making it easy. This will be our 16th cruise to date and now that we are retired we can be much more flexible about when we cruise and with who.

I would appreciate any assistance you can provide to resolve this issue. These flights are by far the most expensive we have ever purchased in nearly 45 years of traveling together.

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