• Hi Guest, welcome to the help forum. You can get fast answers to your customer service questions here. We have a dedicated team of advocates who are ready to help. Just go to the section that matches your question and ask us!
  • If you've posted a question or issue for our advocates to assist with, please be sure to check back frequently for responses and requests for clarification.
  • Did you know you can get email notifications when something new posts to your favorite forum? It's easy. Just click the "watch" link right next to the "post new thread" button at the top of your favorite forum. The rest is easy. Now you'll never miss another conversation.
  • Want to become an expert user? Drop by the How to use this forum section and all will be revealed. We'll show you how to make the most of your experience.

Celebrity not allowing double Captains Club Points as I booked the cruise from Vacations to Go America.

Feb 4, 2020
4
0
1
69
Hi
I booked with Vacations to Go America when I saw the advertisement from Celebrity that anyone from Australia or New Zealand will be entitled to double Captains Club Points. After making the booking I asked our Vacations to Go Counselor if he can obtain the double Captains Club points, he then checked with Celebrity in America and was told as I paid in US$ I was not entitled to the points. This was not in their conditions of purchase of a cruise. I am extremely disappointed with Celebrity and I have also personally sent them emails and have only received one response to my questions about false advertising. Is there someone that can assist with this . Pls see their email advert below for their details about Double Captains Club Points. I have met all their conditions below.
"Captain's Club Member Offer ("Offer") applies to new individual bookings. Captain's Club Members ("CC Members") residing in Australia or New Zealand are eligible to receive double Club Points when they book a Veranda stateroom or above between 12/19/2019 and 1/31/2020. The offer applies to each CC Member in a stateroom. All Captain’s Club members, Classic and above, in Australia and New Zealand are eligible to participate in this offer. Preview members are not eligible to participate in this offer. Club Points will be added to CC Member's account within 30 days after conclusion of sailing. Valid membership number must be provided at time of booking. One offer per CC Member. Single-occupancy staterooms are not eligible for this Offer. Changes to cruise booking, including but not limited to cruise fare or promotion, may result in removal of Offer. Offers and cruise prices are subject to availability, cancellation, and change without notice at any time."
Woudl appreciate if someone can assist on this matter.
Pat
 
Dec 19, 2014
590
1,573
93
47
Based on what you posted, you should receive double points. It is never a good idea to book travel to "chase" point rewards, but the TOS state that club points will be added 30 days after conclusion of sailing. Please help me understand why you would ask your travel agent to verify that you would receive double the points AFTER booking, rather than before?
 
  • Like
Reactions: Skippy

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
21,047
20,864
113
New York
www.promalvacations.com
You booked on a US site in US$. Was this ad on the US Vacations to Go site or only on your Australian Celebrity site? That makes a difference. Different countries have different pricing and some offers are only valid if you book within your own country.

How much was the same cruise on the Celebrity website in Australia?

We have company contacts on top of our page- you can try contacting Celebrity.
 
Jan 11, 2015
13
18
3
74
Just a question: Are you booking with VTG using a U.S. address (of friend or relative)? And/or U.S. credit card? Is Australia (or NZ) listed as your country of residence in your Captain's Club profile? Celebrity is one of those cruise lines that can make difficulties about those discrepancies when booking with an agency located outside the country of residence. Could be their IT dept. forgot about that possibility when writing the T&Cs for Australian & NZ residents on this promo.

Edit: Sorry, Neil, I was writing while you were posting!
 
Feb 4, 2020
4
0
1
69
Hi Neil
Thanks for your response , no VTG has us as Australian citizens with all our bookings, Celebrity Australia has stated that we are entitled however as the bookings was made in America I needed to go back to Celebrity America. Still waiting on them to respond to my emails.
Cheers
Pat
 
Feb 4, 2020
4
0
1
69
Hi Chris
Thanks for your email, due to time restraints I did request our agent in VTG to obtain the double captains points for us, he respond saying that Celebrity America had no knowledge of the double points and that I should contact Celebrity Australia, which I did and was told by them to contact our agent VTG to obtain the points. We have not traveled as yet, our 2 cruises is booked in Nov 2020.
Cheers
Pat
 

justlisa

Feb 12, 2019
331
646
93
33
In my experience cruise lines vary their promos based on different countries and you have to book through the cruise line in that company to get that country's promo.
 

jsn55

Verified Member
Dec 26, 2014
9,026
9,697
113
San Francisco
Perhaps I missed this, but why were you booking on the American VtoG site and paying with American dollars? If you can prove you live in Australia, perhaps Celebrity will allow you to participate in the promo. You could write them a nice letter and explain the situation. Otherwise, you're not eligible in their eyes.
 
  • Like
Reactions: Neil Maley
Sep 22, 2014
6
2
3
5
The terms state the points are available "within 30 days after conclusion of sailing" so I'm not surprised you cannot receive them now/yet.
 
  • Like
Reactions: VoR61

justlisa

Feb 12, 2019
331
646
93
33
The terms state the points are available "within 30 days after conclusion of sailing" so I'm not surprised you cannot receive them now/yet.
There would likely be something on the reservation to see if they were getting it. I know NCL has a specific code that shows on your reservation if you booked during their past guests get an extra point deals. The extra point isn't in their account, but anyone looking at their reservation would know it's getting the extra point. I would think Celebrity would likely be similar.
 
  • Like
Reactions: VoR61

Neil Maley

Moderator
Staff Member
Advocate
Dec 27, 2014
21,047
20,864
113
New York
www.promalvacations.com
Perhaps I missed this, but why were you booking on the American VtoG site and paying with American dollars? If you can prove you live in Australia, perhaps Celebrity will allow you to participate in the promo. You could write them a nice letter and explain the situation. Otherwise, you're not eligible in their eyes.
That’s exactly my question. How did you pay VTG with an Australian address? I know as an agent, I cannot book clients from another country unless they have a US address.
 

M42

Jul 2, 2018
38
30
18
46
That’s exactly my question. How did you pay VTG with an Australian address? I know as an agent, I cannot book clients from another country unless they have a US address.
It may be different for OTAs. I have booked (accidentally) on the US Expedia site and I am from Canada. Was a bit of a surprise when I received my bill and realized my great rate was in USD! No one to blame but myself on that one.
 
  • Like
Reactions: jsn55
Jul 13, 2016
401
759
93
57
I am doubtful that you will get the double points. The offer was for the Australian market. it was not offered in the US. You paid on a US-based OTA, in US dollars. So even though you reside in Australia, the money going to Celebrity is coming from the US--I doubt that anyone at Celebrity is going to make the effort to untangle this. And like Neil and Jsn55, I am wondering how you were able to book it. As a US travel advisor, I am not allowed to booked non US residents.
 
Sep 19, 2015
5,445
8,038
113
49
Vacations to go is an American discount agency as they advertise themselves as specialists in last minute cruises

"Welcome to America's Clearinghouse for Discount Cruises"

I would not be surprised if the points were not given as the promo was for a certain region an buying in that market, not in the US market. If the agency gets concessions from a cruise company, it would be from the US office -- and not the Australian.

I assume that there was a reason that the booking was made on the US site, was it cheaper?
 
Feb 4, 2020
4
0
1
69
Vacations to go is an American discount agency as they advertise themselves as specialists in last minute cruises

"Welcome to America's Clearinghouse for Discount Cruises"

I would not be surprised if the points were not given as the promo was for a certain region an buying in that market, not in the US market. If the agency gets concessions from a cruise company, it would be from the US office -- and not the Australian.

I assume that there was a reason that the booking was made on the US site, was it cheaper?
I have been using VTG for the past 10 years as they are a lot cheaper than Aus sites. I grizzle with Celebrity is that their conditions does not state that it must be bought in Australia and paid in Australian dollars. This should have been one of their conditions but it is clearly not. I have sent Celebrity several emails and have not received a response.
 
Sep 19, 2015
5,445
8,038
113
49
I have been using VTG for the past 10 years as they are a lot cheaper than Aus sites. I grizzle with Celebrity is that their conditions does not state that it must be bought in Australia and paid in Australian dollars. This should have been one of their conditions but it is clearly not. I have sent Celebrity several emails and have not received a response.
If the promotion was from Celebrity Cruises Australia there would not need to be conditions — it is only offered from that company. Celebrity Cruises US is a related but separate company.

This is not a minor distinction— buy off the AUS site one signs a contract subject to laws of NSW — and Australian privacy laws. Buy from the US site and the contract is governed by the State of FL.