How can I get a copy of my SeaPass® account statement?
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 CEC@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 CEC@celebrity.com so that we may assist you further in this matter.
How can I recognize top performing crew?
Within the online survey, there will be plenty of opportunities to mention individual crew members who exceeded their expectations. The Celebrity Engagement Center is also happy to relay your feedback to our crew members onboard.
What email address will you send my statement and survey to?
If the guest has provided their email during Set Sail/Xpress Pass registration or within their profile on our website, this is the email address we will use.
If I am on a back to back sailing will I get two surveys?
All sailed guests over the age of 18 who have provided us with their email address will receive one survey per cruise.
What language will the survey be?
15 languages total: English, Spanish, French, Hebrew, Italian, German, Portuguese, Danish, Dutch, Norwegian, Swedish, Japanese, Korean, Traditional Chinese, Simplified Chinese
If I have a dispute on my SeaPass when or how can I address it?
You may address discrepancies onboard with the guest relations desk. You may address discrepancies after the cruise with the Celebrity Engagement Center at 844-418-6824 or by emailing cec@celebrity.com. Please note that the post cruise team does not have access to the SeaPass until 48 hours after the cruise.
Why was my credit card charged an extra amount after the cruise?
There will be pending authorizations placed on your credit or debit card throughout the cruise in order to verify the availability of funds. These holds normally fall off within 5 – 7 business days but could take up to 30 days.
I have a question or concern regarding a purchase made during my sailing. Who can I contact?
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:
Attention - Purchasing Director
8600 E. Rockcliff Road
Tucson, AZ 85750
1-530-749-9655 Ext 4605
For all inquires regarding onboard photos or copyright photo releases please contact us:
Call 1-844-418-6824 or email CelebrityEngagementCenter@Celebrity.com
For all inquiries regarding purchases made in a port of call at one of the stores recommended by Celebrity Cruises®, please contact:
Onboard Media
8400 NW 36th Street
Suite 600
Doral, FL 33166
E-mail - Shopping.Issues@onboardmedia.com
Tel: 1-800-396-2999
What happens if an FCC is not fully used?
Remaining balance will be added to the booking as OBC.
How can I get a copy of my Medical Record?
You must fill out the form below and send it in by mail, email, or fax. The information is on the form.
GUEST_REQUEST_FOR_MEDICAL_RECORD.pdf (rccl.com)
Turnaround time is currently 10-14 business days (Monday through Friday only, excluding holidays or any other office closure).
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