As I boarded the Celebrity Eclipse in Southampton two words reverberated from the British passengers around me. Brilliant and stylish. The wow factor is exactly what Celebrity Cruises is striving for on Eclipse. But before the line’s newest ship carried any paying passengers it was called to carry out a mission like no other.

To the rescue

Eclipse didn’t set out to be a hero ship on its first cruise with passengers, but that’s just what happened right after it left the shipyard. The vessel’s late April inaugural celebrations were put on hold to participate in a unique and unprecedented rescue mission. Eclipse sailed to Bilbao, Spain to pick up more than 2,000 British tourists stranded by the shutdown of European airspace following the Icelandic volcano eruption.

Simon Weir, Eclipse’s hotel director noted that a party at that time was frivolous. “We had a window of opportunity to do something extraordinary – we had to help out.” And, boy did they. Rescued tourists traveled back to England in the lap of luxury onboard the 122,000-ton, 2,850-passenger Eclipse. Weir said many rescued travelers told him Eclipse was far better than the land-based vacation they had in Spain and were sold on sailing the ship for their next vacation.

Eclipse is easy on the eyes

The line hit a homerun with the launch of Celebrity Solstice two years ago and Eclipse carries on the captivating qualities. Like its two sister ships (Solstice and Equinox) the big appeal is the seamless blending of differing characters throughout the ship. Passengers who have been on the aforementioned sister ships will find themselves in familiar territory. Eclipse offers The Lawn Club, with real, growing grass; The Hot Glass Show, a glassblowing show and studio developed with The Corning Museum of Glass; 10 dining venues, along with vast entertainment offerings including shows with breathtaking aerial acts. But there are some interesting new additions and changes.

There are some cosmetic differences with the interior color scheme, artwork, and various refinements that make the ship even smarter and improve the overall guest experience. One very welcomed change is the modification of the entrance area to the AquaSpa that separates the spa reception area from the entrance to the gym. The previous design had guests funneling through the spa reception area to get to the gym.

Tweaks in the design aside, it’s the new offerings onboard that are making this ship better than its predecessors. The most unique addition is Qsine, a new restaurant by Jacques Van Staden, Celebrity’s vice president of culinary operations. Qsine turns the dining experience upside down—literally. The quirky venue is enveloped in avant garde décor, furniture, and large table lamps hanging upside down from the ceiling. Even the menu presentation is gimmicky – diners are given Apple iPads with descriptions of the main menu offerings and the desert menu is a paper cube that you unfold to find the selections. The menu features childhood favorites with contemporary touches served in small portions. It’s all-you-can-eat for the $30 cover charge.

The food was delicious and a lot of fun. The menu selection called Crunchy Munchies is an assortment of fried items presented in a paper cone. Sushi lollipops are served on a stick. Spring rolls are presented in vertical springs. An assortment of three cold soups is served in test tubes with a straw. Popcorn fish and chips were served in a red-and-white popcorn box. Other options include Kobe sliders, ceviche, tacos, and lobster and escargot fritters.

Another new feature on Eclipse is the Celebrity iLounge, a hip computer center stocked with Apple products, including 26 MacBook Pros. The ship also is authorized to sell Apple products as well as offer classes on how to use them. The iPhone/iTouch classes onboard were standing room only. Clearly a big hit.

Celebrity targets landlubbers

Weir tells me that Celebrity no longer competes with other cruise lines but with the great hotels of the world like the Bellagio. “We’re not just an American product, but an International one and we will adapt to sailing in differing regions,” added Weir.

Celebrity is targeting the cosmopolitan, upscale resort crowd and the Solstice-class ships like Eclipse are the perfect bait. It’s a large ship with a lot of passengers, abundant space, yet it’s still intimate and rarely feels hectic or crowded. Best of all it manages to be two things that many cruise ships aren’t these days — to be exhilarating and classy at the same time.

If you go:

Celebrity Eclipse cruises its inaugural season with sailings from Southampton with various cruises ranging from 14-night Baltic and Mediterranean sailings that begin at $1,913 per person. On October 31, the ship will sail a transatlantic voyage to Miami, Florida, where it will begin a series of alternating 7- night Eastern and Western Caribbean voyages through April 2011. Prices begin at $649 per person. All aforementioned prices are based on inside staterooms, double occupancy. Visit Celebrity Cruises Web site for more details.

CNN and USA TODAY are reporting that the Centers for Disease Control (CDC) has issued a “no sail” warning for the Celebrity Mercury sailing out of Charleston, South Carolina. CNN quoted a CDC official stating the agency has yet to determine why earlier containment procedures have failed. CNN says CDC officials are currently onboard the Mercury conducting an investigating, and the agency has notified Celebrity of the “no sail” recommendation.

Celebrity Cruises has been struggling to contain continued outbreaks of suspected norovirus on the Mercury since mid-February. Celebrity issued a statement Monday, stating that a scheduled stop in Tortola, British Virgin Islands, was being skipped so the ship could return to Charleston a day earlier. The cruise line has had outbreaks on two previous cruises on Febuary 15, when 22.48 percent of the passengers became ill, and February 26, when 10.4 percent of the passengers became afflicted. Celebrity said there was a decline in the spread of illness on the current sailing, but declined to give exact numbers.

The Charleston Post and Courier newspaper has reported the source of the outbreaks may be coming from land rather than the ship. The paper reported outbreaks at three nursing homes, one school and an event held in the city.

Stay tuned for more information on this breaking story.

Minnesota residents Kristen and Joe Wegleitner just wanted to start their October honeymoon off in grand style with a romantic 7-day Mediterranean voyage on Celebrity Cruises. Unfortunately things began to unravel when bad weather and a hodgepodge of missed airline flight connections forced the newlyweds to scuttle their cruise plans. Thankfully the couple had the foresight to purchase travel insurance and thought the claims process with Travel Guard would be hassle free. Or so the Wegleitners thought.

Bumpy flights

The Wegleitners were already tightly scheduled on their Delta Air Lines flights from Minneapolis to Atlanta with only one hour connecting time for their flight to Europe. When their flight landed 65-minutes late into Atlanta they knew they had missed their connection, which meant they would not be able to board the ship in time. The couple immediately contacted Celebrity Cruises to make arrangements to board the ship in the next port – Cannes, France. Delta was able to rebook the Wegleitners the following day on a flight to Nice, France via New York’s JFK airport; however, they would have to spend the night in Atlanta.

Unfortunately another day didn’t make a difference as bad weather forced their New York-bound flight to arrive 68-minutes late, which caused another missed flight to Europe. The Wegleitners felt trying to get another flight to catch the ship would be a moot point since much of the cruise would have been missed. They came to the conclusion that it was best to rebook the sailing for another time. “At this point we contacted Travel Guard to insure that if the trip was aborted we would be covered under our insurance,” said Kristen Wegleitner. The Travel Guard representative assured them that since the issues were weather related they would be covered. After spending the night in a hotel near JFK airport the couple flew home to Minneapolis dejected, but still hopeful that their honeymoon could be salvaged at a later date.

A few days after returning home the Wegleitners submitted a claim to Wisconsin-based Travel Guard for the amount of $3,900 for the missed flights, cruise, transfers and hotels.

Travel Guard too guarded

Imagine the couple’s dismay when they opened an envelope from Travel Guard a month later that contained a check for $1,758. The check stub stated the amount was for the missed cruise and transfers and since some of the airfare had been used by the couple there would be no refund.

Kristin Wegleitner was livid. “What they gave us won’t even cover our plane tickets!” She did not understand why they couldn’t be reimbursed fully. “Is that not why we purchased the insurance in the first place”, she asks. After going back-and-forth with Travel Guard, the Wegleitners contacted Consumer Traveler for help.

Claim bliss

I contacted Travel Guard on the Wegleitner’s behalf to find out their side of the story. I spoke with company spokesperson, Dan McGinnity. After checking on the couple’s claim McGinnity stated that there had been a mistake by Travel Guard and a misunderstanding by the Wegleitners. “After completing the review of the Wegleitner’s claim, Travel Guard will be sending an additional reimbursement check of $1,760.22, for a total claim payment of $3,518,” said McGinnity. He noted that the first payment was for the cruise/transfer portion of the trip and when the check was sent out; an accompanying letter stated that “a portion of your claim is still under review.” He said because the cruise/airfare/transfers were bundled into a single cost, Travel Guard was corresponding with the travel agent that booked the flight to determine the value of the unused airfare. “We estimated the cost of the used flight (roundtrip Minneapolis to Atlanta twice) at $440 and that amount was deducted from the total claim payment.”

Having seen the Wegleitner’s documentation from Travel Guard stating there would be “no refund” for air I asked McGinnity why that was on the check stub that led to all the confusion. “There was a miscommunication between the analyst who was working the claim and the processing person who sent the check,” said McGinnity. He noted the information on the check stub is typed in by the claims processing person as a notation for what the amount of the check covers. “In retrospect, we could have done a much better job of communicating with the Wegleitners. In fact, we are planning to use this as an example in our claim processing training.”

“It’s too bad that the Wegleitners didn’t take advantage of our 24/7 travel assistance when they ran into travel problems,” added McGinnity. That benefit is included in all Travel Guard policies. “In a case such as this, we have travel counselors available by phone who will help rebook canceled flights and make other emergency travel arrangements. I think we could have saved them a lot of hassle and may have been able to get them to Barcelona in time to catch their cruise,” he said.

As for the Wegleitners they are happy with the outcome but leery about having to fight so hard for clarity from the company. “Although this process has been a pain, we are getting mostly refunded which will allow us to take another trip without spending a lot of time saving-up,” said Joe Wegleitner.

An ounce of prevention

I am glad Travel Guard came through for the Wegleitners and this case clearly highlights why travel insurance is so important to protect your vacation investment.

That being said, much of the Wegleitner’s travel woes could have been minimized with practical travel planning. First, if you live far from the embarkation port, try and get there a day early. Padding your travel time may cost a bit more, but it pays off in the assurance of a stress-free start to your vacation. Second, just say no to short connection times for international flights. Rule of thumb – do not book a flight with a connection time of less than 90-minutes, especially in the busy airports like Atlanta, New York, Chicago, etc. Taking the earlier flight to the connecting city may seem like a waste of time, but it’s time well spent and it just adds on to your options in case things go astray.

Celebrity Cruises kicked off its 20th anniversary by announcing a new motto: “Designed for You”. Additionally, the company announced a multiyear plan to revitalize other ships in the Celebrity fleet with the very popular Solstice-class features.

Celebrity president and CEO Dan Hanrahan dubbed the makeovers as “Solsticize”. Hanrahan stated that because the Solstice-class ships have been a big game-changer for the line it will now focus on giving its four Millennium-class ships an overhaul. The cruise line will renovate one ship per year starting with Constellation, which will enter dry-dock in April 2010. The price tag for the four ship makeovers is a whopping $200 million.