Captain's Club
Q.

What is Captain's Club and how do I join?

A.

Captain's Club is Celebrity Cruises' recognition and rewards program. There are currently six tiers: Preview, Classic, Select, Elite, Elite Plus and Zenith. The more you sail, the more rewarding your experience becomes.

For information on member benefits or to enroll visit the Captain's Club section of our website.

Captain's Club and its encompassing benefits and activities are applicable to all Celebrity ships with the exception of Celebrity Xpedition®, Celebrity XperienceSM and Celebrity XplorationSM.

Celebrity's Captain's Club program offers reciprocity with Royal Caribbean's Crown & Anchor program and Azamara's Le Club Voyage program.

Captain's Club Classic members receive Le Club Voyage Adventurer benefits. Captain's Club Select members receive Crown & Anchor Platinum and Le Club Voyage Explorer benefits. Captain's Club Elite members receive Crown & Anchor Diamond and Le Club Voyage Discoverer benefits. The same holds true for Crown & Anchor members and Le Club Voyage members when sailing on Celebrity.

Credits are not combinable across brands*; however as members move up in tier, the membership level will be automatically upgraded across all enrolled programs. If you are currently a member of both Captain's Club and Crown & Anchor programs, you will automatically receive benefits based on your highest membership level between the two. The benefits of the two programs will stay independent, and the number of sailings a member accrues on each brand will not be combined. You will earn the tier credit for the brand you are sailing as long as you are a member of that brand's loyalty program.

If you are a Captain's Club member but not a member of the Crown & Anchor Society, and plan on sailing with Royal Caribbean, or you are a Crown & Anchor member but not a Captain's Club member and plan on sailing with Celebrity Cruises, please call the Celebrity Guest Relations at 1-800-760-0654 if within the U.S. or contact your International Office or Representative if outside the U.S. to enroll in the equivalent tier.

Also, please remember to provide your membership number when booking a Celebrity cruise to ensure you receive your membership credits and benefits while sailing.

* Azamara Club Cruises Note: For a limited time, guests who sail on Celebrity Cruises and Azamara Club Cruises will earn credits towards their memberships in both Captain's Club and Le Club Voyage, regardless of which brand they sail. Both Captain's Club and Le Club Voyage members will enjoy the benefits of their tier levels on both lines. The program terms may be subject to change.

Lost & Found
Q.

I left a personal item onboard the ship. Is there a Lost & Found department I can contact?

A.

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.

Onboard Purchases
Q.

Can I still purchase photos taken on board or my sailing's Cruise in Review video post-cruise?

A.

Unfortunately, image Photo cannot process post-cruise orders for Photos or DVDs from Celebrity cruise ships.

Q.

I have a question or concern regarding a purchase made during my sailing. Who can I contact?

A.

We partner with many fine vendors in order to bring you the best vacation experience possible. In order to provide specialized support, specific to your purchase, please locate the corresponding vendor information below. They'll be happy to assist you with your questions or concerns and are typically able to respond with a resolution within 5-7 business days.

For all inquiries regarding purchases made in the gift shops onboard all Celebrity ships please contact:

Starboard Cruise Services, Inc.
8034 NW 14th St.
Miami, FL 33126
1-800-540-4785
website: Starboard Cruise Services

For all inquires regarding salon or spa service purchase, please contact:

Canyon Ranch.
Attention - Purchasing Director
8600 E. Rockcliff Road
Tucson, AZ 85750
1-530-749-9655 Ext 4605

For all inquires regarding onboard photos, Cruise in Review videos, or copyright photo releases please contact:

Image Photo
2085 NW 87th Ave.
Suite A
Miami, FL 33126
1-800-772-3470
website: The Image Group

For all inquiries regarding purchases made in a port of call at one of the stores recommended by Celebrity Cruises, please contact:

Royal Media Partners
960 Alton Road
Miami Beach, FL 33139
t 305-370-3562
f 305-430-6050
customerservice@royalmp.com

Feedback & Comments
Q.

How can I share comments or feedback regarding my cruise experience with you?

A.

We appreciate any and all feedback, and use it as opportunity to continue enhancing our product and services to exceed our guest’s expectations. Our goal is always to provide the most enjoyable and memorable cruise vacation experience for our guests, so it is helpful to review feedback such as yours in order to measure the success of our efforts. All sailed guests over the age of 18 who have provided us with their email address will now receive an email invitation to participate in an online survey on the day of departure. Guests will have one week to complete the survey, after leaving the ship. The survey works on smartphones, tablets, laptops and other computers. It takes approximately 10-15 minutes to answer all questions in the survey. All responses will remain strictly confidential.

SeaPass Account Statement
Q.

How can I get a copy of my SeaPass account statement?

A.

We would be pleased to provide you with a copy of your SeaPass® account statement. Please allow a minimum of 3 business days from the end of your sailing, and then you may contact us at 1-844-418-6824 or via email at celebrityonetouch@celebrity.com to obtain the requested information.

Additionally, as part of our SeaPass® account system, there may be pending authorizations placed on your credit or debit card throughout the cruise in order to verify the availability of funds. These normally fall off within 3-5 business days, however, some banking institutions may take longer.

Likewise, if you feel that you have received a charge in error, after verifying with everyone in your party, we ask that you please at 1-844-418-6824 or via email at celebrityonetouch@celebrity.com so that we may assist you further in this matter.

Port Shopping Mobile App
Q.

I received medical treatment onboard. How can I get a copy of my medical documentation?

A.

Just print and fill out this form and mail it to the below address in order to receive your information:

Royal Caribbean/Celebrity Risk Management Dept.
Attn: Medical Services
1050 Caribbean Way
Miami FL 33132

Photo Cloud
Q.

What is Image’s new Photo Cloud download service?

A.

Cloud downloading is a simple and convenient way for guests to download and make final selections of their purchased digital photos online after the cruise

Q.

What are the advantages of downloading photos on the Image Cloud?

A.

Guests are able to download and view their purchased photos and make final selections from any device at their convenience post cruise. There is no physical media (USB or CD) required for them to take home and install.

Q.

Does this change how guests view photo’s/images during their voyage?

A.

No. Guests still have the option of viewing all of their photos while onboard the ship in the same manner they do now.

Q.

Do the guests have to register pre-cruise for photo cloud? 

A.

The only thing a guest needs to do to view photos online after their voyage is to purchase a digital package. They will receive all instructions to view their photos at the time of purchase via their personal e-mail.

Guests can pre-purchase packages at mycruisephotos.com. From July guests will be able to purchase their photo packages from the Celebrity PCP platform by logging into ‘already booked’ on the Celebrity website and purchasing their package, under the heading ‘Internet and Photo’

Q.

Will they be able to buy individual photos, packages or both?

A.

The only thing a guest needs to do to view photos online after their voyage is to purchase a digital package. They will receive all instructions to view their photos at the time of purchase via their personal e-mail.

Q.

Will they be able to buy individual photos, packages or both?

A.

The only thing a guest needs to do to view photos online after their voyage is to purchase a digital package. They will receive all instructions to view their photos at the time of purchase via their personal e-mail.

Q.

When will the guest’s photos be ready for viewing?

A.

Photos will be uploaded and ready for viewing within 4 days after the voyage ends. It is usually much quicker and is often available for viewing on the same day a voyage ends.

Q.

What information will be needed to log in to mycruisephotos.com? 

A.

Cruise name, ship name, sailing date, and booking ID will give you access to prices available for pre-cruise.

Q.

What happens when the guest goes to view their images? What do they need to do to complete their order?

A.

Once a guest receives their email they can click on a secure link to create a password to access their account.

Q.

What if the guest doesn’t see all of their photos when they get home?

A.

Help instructions are available on the website which will log a ticket with our support team, also available directly at support.ourcruisephotos.com.

Q.

Can a guest make additional purchases after the voyage?

A.

Not at this time.

Phase I of this initiative only allows a guest to make final selections of a digital package that was purchased onboard the ship during their cruise. Guests are not able to make additional purchases online.

Phase II will allow guests to upgrade their purchase and add on additional selections should they wish to do so after the cruise has ended.

Phase III of this initiative will allow guests to make new purchases of photos after a cruise has ended. This is a service however we hope to have available soon but dates are still TBD.

Q.

What if the guest wants to change their selection of purchased photos?

A.

Guests cannot change a purchase after getting off the cruise. All photo selections and “unlocks” are final.

Q.

How long will my photos be available for viewing?

A.

30 days, a warning email will be sent to all guests to remind them of their accounts being inactive after this time.

Q.

How does this impact any Captain’s Club discounts? 

A.

There is no change to any Captain’s Club discounts. All discounts remain the same for pre-cruise purchases and onboard purchases. The only change is in how the photos will be delivered after the cruise.

Captain’s Club members are entitled to the following savings*

  • Classic             10% discount on any photo package
  • Select               15% discount on any photo package
  • Elite                   20% discount on any photo package
  • Elite Plus           20% discount on any photo package
  • Zenith                20% discount on any photo package

 

*Discounts can also be applied to Early Bird Specials for even bigger savings (prices vary by ship).

Q.

Does the Cloud download process impact images purchased at The Studio?

A.

Images purchased from the private studio, The Studio, are not available for downloading to the Cloud at this time. Guests will receive a USB file with all purchased images as part of this special program. However, all Captains’ Club discounts still apply:

  • Classic               $50 off
  • Select                 $75 off
  • Elite                    $100 off
  • Elite Plus            $100 off
  • Zenith                 $150 off

*The Studio is the private studio on board ships and separate from other photo event products

Q.

When will Cloud downloading be available on all ships in the Celebrity fleet?

A.

 All SL class ships and the CS will be enabled by end of June 2017. The reaming 3 ML class ships will be announced at a later date, due to network differences.