Celebrity Cruises complaint: Canceled trip due to hurricane Ian

Paid for the insurance for a cruise, but had to cancel. This was not a voluntary cancellation due to the fact that Hurricane Ian was an act of God. No airplanes were flying, they were all canceled. The airport was closed due to damage it sustained. My travel partner and I live within the eye of the hurricane and my home sustained significant damage. I hid in my closet for 8 hours with my dogs, and had no electricity or water for 4 days.

Apparently the word is not getting through to anyone. AON, the insurance company that is connected to the Celebrity organization isn’t cooperating. This was not a voluntary cancellation for either of us. We expect a full refund, whether it’s through the corporate office or customer service’s office working directly with this insurance company. I was in shock when I received an email letter saying that we had this humongous 100% penalty. There should absolutely be no penalty due to an act of God. Asked for a full refund plus the excursions we signed up and paid for.

The letter I received is as follows: October 16, 20 22
RE: Celebrity Constellation 03 – October – 2022 8558604 SR 1 – 59994671471
Dear Ms. XXXXXX :

Thank you for reaching out.
We are very sorry you were unable to sail with us as planned. Please provide the
below information to your insurance company when filing a claim:
Guest Name s : _______
Reservation Number: 8558604
Ship: Celebrity Constellation
Sail Date: 10032022
Date Cancelled: 09302022
Penalty in Effect: 100%
Total Amount of Penalty Withheld: $ 6746.00 ($3373.00 per person)
We hope this helps!

Sincerely,
Heather Carter
Celebrity Cruises

This is not the accurate amount we paid. For both of us the total was $9452.60