| Information |
Why it helps |
| Reservation number |
Required for booking lookup and Guest Account linking |
| Ship and sail date |
Determines policy, itinerary, and timing |
| Guest names and birth dates |
Helps verify the booking |
| Email and phone number |
Used for account and reservation verification |
| Captain's Club number |
Needed for loyalty questions |
| Travel-advisor or agency name |
Important if the booking was not made directly with Celebrity |
| Invoice, receipt, or onboard folio |
Needed for charges, packages, or refund questions |
| Credit-card charge date and amount |
Helps identify payment or duplicate-charge issues |
| Screenshot or confirmation email |
Useful for Cruise Planner, package, excursion, or check-in problems |
| Accessibility or medical accommodation details |
Needed for Special Needs or Access Department requests |
For passports, visas, health, and embarkation requirements, check Celebrity's Travel Documents page and the requirements for the departure port and itinerary. Do not wait until the final days before sailing to confirm documents.
Reservations, Guest Account, and Cruise Planner
Celebrity's FAQ says your Guest Account lets you view your balance, make payments, edit or add guest information, link reservations, and plan your cruise. If a current cruise is missing from the account, use Add Another Cruise and enter the reservation number.
For Cruise Planner purchases, the Guest Account is the first place to check. You can use it to explore the itinerary and book items such as beverage packages, Wi-Fi, photo packages, specialty dining, spa services, shore excursions, Flights, Hotels, Transfers, and Insurance.
If you cannot complete a Cruise Planner purchase or online check-in, use the relevant support path rather than posting booking details publicly.
Cancellations, Refunds, and Travel-Advisor Bookings
Celebrity's cancellation policy depends on cruise length, days before sailing, fare type, deposit type, occupancy, groups, and region. Non-refundable deposits are not refunded after payment, and change fees can apply to bookings with non-refundable deposits.
For North American residents, Celebrity's FAQ lists broad cancellation windows:
- 1-4 night cruises: no charge at 75 or more days before sailing except non-refundable deposits; higher penalties apply from 74 days onward
- 5-14 night cruises: no charge at 90 or more days before sailing except non-refundable deposits; penalties begin after that
- 15+ night cruises: no charge at 120 or more days before sailing except non-refundable deposits; penalties begin after that
- Galapagos cruises: full refund at 150 or more days before sailing, with penalties after that
Taxes, fees, and fuel supplement charges are refunded when a cruise or Cruisetour is canceled. Celebrity also says no-shows and cancellations after the cruise or Cruisetour begins are without refund, compensation, or liability from the carrier.
If Celebrity cancels a voyage or delays embarkation by three days or more and you choose not to sail, Celebrity says you may receive a refund or future cruise credit. Refund requests must be made within six months of the cancellation date or scheduled embarkation date, whichever is earlier.
Onboard Charges, Post-Cruise Issues, and Lost Luggage
Celebrity's FAQ says purchases onboard use the SeaPass account. Your SeaPass works as the room key and onboard account card. You can view the balance and onboard purchases in the Celebrity Cruises app, on the in-room TV where available, or at the Guest Relations desk.
For unexpected onboard charges, package problems, excursion issues, or folio questions, visit Guest Relations before disembarkation when possible. After the cruise, use Celebrity Guest Relations at 1-844-418-6824 or Chat with Us.
For lost luggage or lost-and-found issues, use the Lost and Found / Lost Luggage path listed on Celebrity's Contact Us page. Include the ship, sailing date, cabin number, item description, baggage tags, and where the item was last seen.
Accessibility, Special Needs, and Safety
Celebrity lists Guests with Disabilities / Special Needs on its Contact Us page at 1-866-592-7225 and special_needs@rccl.com. Its accessible cruising page also lists the Access Department at (954) 628-9708, fax (954) 628-9622, and special_needs@celebrity.com.
Use this route for mobility needs, accessible stateroom questions, service animals, dietary or medical accommodations, accessible shore excursions, and requests that need advance review.
For safety or conduct concerns during a cruise, use onboard Guest Relations or ship security immediately. Celebrity's Guest Health, Safety, and Conduct Policy applies during transfers, terminals, onboard time, ports of call, shore excursions, and private destinations.
Use this script:
"I need help with a Celebrity Cruises booking. The reservation number is [number], the ship and sail date are [ship/date], and the booking was made [directly with Celebrity / through a travel advisor / through a third-party seller]. The issue is [reservation, check-in, Cruise Planner, cancellation, refund, Captain's Club, accessibility, onboard charge, post-cruise issue, or lost luggage]. Please confirm the correct department, the current status, and the next step in writing."
Helpful questions:
- "Which team controls this booking because it was made through [Celebrity / advisor / agency]?"
- "Is my deposit refundable or non-refundable?"
- "Which cancellation window applies to this sailing?"
- "Will the refund go to my credit card or back through the travel advisor?"
- "Can you resend the Cruise Planner or cancellation confirmation?"
- "Can Guest Relations open a post-cruise case number?"
- "Which special-needs contact should I use for this accommodation request?"
