More ways to support you
25 March 2024
CONTACT CENTRE OPENING HOURS
MON-FRI: 9.00AM – 8.00PM
SAT: 9.00AM – 6.00PM
SUN: 10.00AM – 5.00PM
RESERVATIONS
UK: 0344 493 6008
IRELAND: 1 800 932 611
DID YOU KNOW WE ALSO HAVE 2 SERVICE FUNCTIONS TO SUPPORT YOU WITH GUEST BOOKINGS?
The Live Chat function is available on Celebrity Central, to all Travel Partners to provide an extra level of support. Our Service Request Form is also live which enables you to resolve a guest query within 24 hours.
There's been an enhancement to our automated phone system. Please listen carefully to the options and select the one that best suits your query to ensure we connect you with the right team member to help you with your clients' booking.
Please read on to understand how you can use Live Chat AND our Service Request Form today:
LIVE CHAT
Q: Where will I find Live Chat on Celebrity Central?
A: On the Celebrity Central homepage, Live Chat is in the right corner of your screen (desktop). Simply click the blue Chat Now button and complete the form to start a chat with a member of our team.
Q: What are the operating hours for Live Chat?
A: Live Chat operates from:
- Monday to Saturday between 09:00 and 17:30
- Sunday between 10:00 and 17:00.
Q: What type of enquiries can you assist with via Live Chat?
A: Our team on Live Chat are ready to assist you with any questions or queries relating to your guests' booking.
Additionally, we can assist with new reservations for cruise-only bookings on statement/invoiced payment terms.
If we are unable to resolve via Live Chat, we’ll make contact via phone or email to assist further. If your query is regarding Celebrity Rewards or your Celebrity Central account, please email Trade Support at CelebrityCentral@celebritycruises.com or call 01932 834 379 and select Option 2.
Q: What is Live Chat not suitable for?
A: Making new bookings with flights, taking card payment details, group queries, schedule changes, any query related to Air. For these types of enquiries please call the Contact Centre on +44 (0) 844 481 3030 or 1800 932 611 (Ireland).
Q: Why isn’t Live Chat appearing for me?
A: If all our agents are currently on chats, the Live Chat box will temporarily disappear from the homepage. As soon as an agent is available, the box will reappear. If you don't need an immediate response, please consider using our Service Request Form.
We’re here to assist you in any way we can and hope Live Chat will help you stay connected.
SERVICE REQUEST FORM
We want to provide you with the best possible support and if you need a guest booking query resolved within 24 hours, you can submit this through our Service Request Form. It only takes a few seconds to complete and you will receive updates as your query is processed. Here's some tips:
- Agents operate the Service Request Form daily between 09.00 and 17.30.
- Only use the form for guest bookings (any other query should be directed to celebritycentral@celebritycruises.com).
- Please see below what can and can't be resolved via the form.
- Use one form per guest booking.
- Scroll down to the bottom to complete the form and submit your query.
- You will receive an email acknowledgement to confirm your form submission, plus email update upon completion of your request.
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WHAT CAN BE RESOLVED VIA TRADE SERVICE REQUEST FORM ✅ |
WHAT CAN'T BE RESOLVED VIA THE FORM ❌ |
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Lead passenger change |
Making new cruise reservations |
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Access our Special needs form |
Adding new flights |
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Future Cruise Certificate queries |
Change ship/sail date – if flights on booking |
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Cruise Only Booking Amendments – including dining, captains club, link bookings, correcting date and names, |
Groups |
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Flights Booking Amendments or Requests |
Schedule changes |
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Application of OBC for Shorex Drinks WIFI etc |
Change air/air related items Hotel / transfer/names |
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Refunds |
Cancellation requests that have flights on a booking |
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Covid Positive Case queries |
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Captains Club 1CAT Upgrade Request |
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Cancellation requests |
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E-doc requests |
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Upgrades of stateroom or package |
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Pier assistance |
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Special meal requests |
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STAY CONNECTED
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