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Poor customer service

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We went on a Med cruise with Costa last year on the Costa Fortuna, from Venice to Bari, Mykonos, Santorini, Rhodes, Dubrovnik.

In the main, although the boat is way too big (3500 people) for any future cruise that we may do, the staff are really helpful. The waiters are fantastic and could not do enough for us.

Our problem started with the shore trip to Dubrovnik. Having paid in advance(of course), the trip was poorly planned, the guide was inaudible, despite asking him to speak up and we missed most of the history of the place because of it. It turned out that he was a student filling in for the real guide, who couldn't make it. The Costa rep who accompanied us agreed that it was poor and of the 45 people who started the trip, we understand that 10 finished it.

We complained on board and were basically fobbed off until we got back to Venice and of course it was then too late to continue with Customer Services on board. I contacted Costa in London, was fobbed off to the Florida office who fobbed me off over the course of 5/6 complaining e-mails and then said that they wouldn't answer any further e-mails from me as THEY considered the matter closed.

So having ignored all the comments I made and decided that they couldn't be bothered to address the problem, they hoped that I would enjoy my next Costa cruise. I wouldn't use them again even if they were the last cruise line in existence!!

Beware, future Costa travellers, once they've got your cash, they don't care. And be careful of the 15% service charge they add to absolutely everything, even a bar of chocolate in the shop!

There will be those amongst you who have had enjoyable cruises with them, but be aware if things do go wrong.

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