Stay away from Cruise,com and cruisesonly.com
Jul 17th, 2015, 09:30 AM
#1
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Stay away from Cruise,com and cruisesonly.com
Dear Mr/Mrs President/CEO,
I'm writing to you to make you aware of procedural and policy flaws that could be detrimental to your business. i.e. loss of customers from both cruises.com and cruisesonly.com. (World Travel Holdings)
On 7/13 I spoke to a very nice woman at cruise.com by the name of Wendy. She was very polite and arranged a 7- night Eastern Caribbean cruise on the Norwegian Cruise Line's Getaway. I gave her all my pertinent information including my Visa Card number. At the end of our pleasant interchange I asked her whether we were all paid up and ready to go. To which she replied in the affirmative. Armed with the good news I went ahead and booked two flights on American Airlines for $796.23 for transportation to Miami.
Later that night I got concerned that I hadn't received any communication in my inbox. I logged onto cruise.com and found that my information had been taken down falsely. Instead of my birth year being 1972 it was 1932. also my email address was incorrect.
But there was the opportunity to correct personal information. Which I took. The nest morning I called Wendy back only to discover that it was her day off. But I got transferred to another agent how Informed me that my credit card had been rejected, the state room with balcony had been cancelled and this cruise was now fully booked. You can imagine my and my wife's emotions as this was the first trip we were planning since we got married a year ago.
The agent, sensing my aggravation, quickly offered an apology and began searching for availability on another cruise line or ship.
He had to work within the parameter that I had to be back state side by 7/27. However, sadly, he wasn't capable to find any cruise anywhere on the eastern coast line. He then re-assured me that I would get my money back from the airline if I cancel within 24 hours.
Not wanting to let our vacation time go to waste. I searched cruisesonly.com and found a 7-nights cruise from New York City to Bermuda on the Norwegian Breakaway. Happy with what I called American Airlines who informed me that my tickets were non refundable and that I would loose almost $500 but would give me a $300 voucher for future travel.
To recap: I was told I was all paid up yet I was not, Wendy should have informed me that I was in fact not payed up and should not make air travel arrangements until my card cleared. Also I should have not been the one calling you to find out about my wrecked vacation plans you should have called me which you did but only in the afternoon when everything was set and done.
Your agent Blake offered me two $75 good will vouchers for a future cruise booked through you. He later increased that offer to two
$100 vouchers. He then went on to say he would investigate what else he could do for me and would call me back. The following day I received an email from customer relations at cruises.com implying I had canceled the cruise but that were willing to extend me the courtesy of one (1) $100 good will voucher to be used within one year on cruises.com.
That prompted my call to Alison who informed me that 2 $100 good will vouchers was the best she could do for me after I lost $500 on air fare, $1000 for a more expensive cruise plus the $280 for parking in NY totaling $1780 which could have been avoided had you agent informed me of the payment procedure, given me a chance to set my bank straight and had been capable in finding a new trip for us.
Your supervisor Sandy was then able to convert the 2 $200 vouchers into onboard credit which was nice of her and I excepted this offer with prejudice.
This means I am in no way satisfied with your company's handling of this incident and I wish to be adequately compensated for my aggravation, time and money lost.
Sincerely, Dr. Carsten Boesmann
Needless to say the called me and said nothing could be done. I am angry .
I'm writing to you to make you aware of procedural and policy flaws that could be detrimental to your business. i.e. loss of customers from both cruises.com and cruisesonly.com. (World Travel Holdings)
On 7/13 I spoke to a very nice woman at cruise.com by the name of Wendy. She was very polite and arranged a 7- night Eastern Caribbean cruise on the Norwegian Cruise Line's Getaway. I gave her all my pertinent information including my Visa Card number. At the end of our pleasant interchange I asked her whether we were all paid up and ready to go. To which she replied in the affirmative. Armed with the good news I went ahead and booked two flights on American Airlines for $796.23 for transportation to Miami.
Later that night I got concerned that I hadn't received any communication in my inbox. I logged onto cruise.com and found that my information had been taken down falsely. Instead of my birth year being 1972 it was 1932. also my email address was incorrect.
But there was the opportunity to correct personal information. Which I took. The nest morning I called Wendy back only to discover that it was her day off. But I got transferred to another agent how Informed me that my credit card had been rejected, the state room with balcony had been cancelled and this cruise was now fully booked. You can imagine my and my wife's emotions as this was the first trip we were planning since we got married a year ago.
The agent, sensing my aggravation, quickly offered an apology and began searching for availability on another cruise line or ship.
He had to work within the parameter that I had to be back state side by 7/27. However, sadly, he wasn't capable to find any cruise anywhere on the eastern coast line. He then re-assured me that I would get my money back from the airline if I cancel within 24 hours.
Not wanting to let our vacation time go to waste. I searched cruisesonly.com and found a 7-nights cruise from New York City to Bermuda on the Norwegian Breakaway. Happy with what I called American Airlines who informed me that my tickets were non refundable and that I would loose almost $500 but would give me a $300 voucher for future travel.
To recap: I was told I was all paid up yet I was not, Wendy should have informed me that I was in fact not payed up and should not make air travel arrangements until my card cleared. Also I should have not been the one calling you to find out about my wrecked vacation plans you should have called me which you did but only in the afternoon when everything was set and done.
Your agent Blake offered me two $75 good will vouchers for a future cruise booked through you. He later increased that offer to two
$100 vouchers. He then went on to say he would investigate what else he could do for me and would call me back. The following day I received an email from customer relations at cruises.com implying I had canceled the cruise but that were willing to extend me the courtesy of one (1) $100 good will voucher to be used within one year on cruises.com.
That prompted my call to Alison who informed me that 2 $100 good will vouchers was the best she could do for me after I lost $500 on air fare, $1000 for a more expensive cruise plus the $280 for parking in NY totaling $1780 which could have been avoided had you agent informed me of the payment procedure, given me a chance to set my bank straight and had been capable in finding a new trip for us.
Your supervisor Sandy was then able to convert the 2 $200 vouchers into onboard credit which was nice of her and I excepted this offer with prejudice.
This means I am in no way satisfied with your company's handling of this incident and I wish to be adequately compensated for my aggravation, time and money lost.
Sincerely, Dr. Carsten Boesmann
Needless to say the called me and said nothing could be done. I am angry .
Jul 17th, 2015, 11:55 AM
#2
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Sorry to hear of this most disappointing experience. There are a few things I don't quite understand;
What was the difference in price if in fact you were not "all paid up." it seems odd that a cruise was booked on 7/13 for what has to be an embarkation very soon and it was not paid in full. At this late juncture i think it would have had to be paid in full.
Why was the CC rejected?
Was it a really good deal? I hate to say it but I wonder if someone bumped your reservation to give it to another person.
Lousy work.
Best of luck.
What was the difference in price if in fact you were not "all paid up." it seems odd that a cruise was booked on 7/13 for what has to be an embarkation very soon and it was not paid in full. At this late juncture i think it would have had to be paid in full.
Why was the CC rejected?
Was it a really good deal? I hate to say it but I wonder if someone bumped your reservation to give it to another person.
Lousy work.
Best of luck.
Jul 18th, 2015, 12:12 AM
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If you know how to use the Internet, and made your own flight reservations, why did you need to make cruise reservations through an agency? And by the phone, without immediate print-out, not through agency's website?
Sorry it happened to you, but...
Sorry it happened to you, but...
Jul 18th, 2015, 09:15 PM
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It is interesting that the OP refers to cruise.com and cruises.com which are two different companies. I would like to know which one it was. I don't use cruise.com because I have a different cruise company that I have used for years. I do know several people who have used cruise.com and have been happy with their service.
Jul 19th, 2015, 05:23 AM
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Hi T69, how are you.
I saw that and looked it up after you mentioned it. Both those companies are under the umbrella of World Travel Holdings but there are quite a few others too so why only two are singled out I don't know and doubt if the OP will be back to clarify it.
I saw that and looked it up after you mentioned it. Both those companies are under the umbrella of World Travel Holdings but there are quite a few others too so why only two are singled out I don't know and doubt if the OP will be back to clarify it.
Jul 29th, 2015, 04:09 AM
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it is always unfortunate when trip plans go awry, but there are lessons that can be learned here. First: don’t assume your arrangements are firm unless you have that all important email and a confirmation #. Second: read the terms and conditions when you book your flight and choose your fare class accordingly. Refundable fares cost more, but can be worth it. Third: Always allow for the possibility that one aspect of your itinerary may not go as planned, and have a back up plan (and extra budget) to cover contingencies. Personally, if booking an organized tour of any kind I plan to arrive at the departure point at least a day ahead in order to allow for a late flight or missed connection.
Airlines and tour companies know all the angles and write the rules to their own advantage. You need to be proactive to ensure you know exactly what you are getting in for and who will bear the financial burden if there are problems.
Perhaps this post will help some unwary new traveller. I expect most of us have learned these lessons the hard way.
Airlines and tour companies know all the angles and write the rules to their own advantage. You need to be proactive to ensure you know exactly what you are getting in for and who will bear the financial burden if there are problems.
Perhaps this post will help some unwary new traveller. I expect most of us have learned these lessons the hard way.
Dec 8th, 2016, 04:40 PM
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I booked the NCL April 30, 2017 5 night Pacific Coastal Northbound trip with Crusesonly. The perks were free gratuities and the unlimited beverage package. When I saw the invoice I questioned the taxes and port charges of $681.02 (for 2 guests) the agent told me that I just did not understand what I was looking at and that they broke things out differently that the cruise lines. Uh huh.
Recently I was looking around Norwegian’s website and when I looked into the same booking through their site and saw that the taxes and port fees are actually $381.02 for 2 guests, I called Cruisesonly to get my invoice corrected. In addition, there is a charge marked “other” on the invoice for $142.20 which turns out to be the gratuity for the unlimited beverage package. The “customer service” representative was less than helpful and mouthed the same script as the booking agent about my not understanding the actual fees involved, that the additional $300.00 fee was a port charge, that she had been doing this for years, there was nothing wrong with the fees I had been charged and nothing to correct.
I had also gone to Priceline and saw the same taxes and port fee charges as was quoted on NCL. This is fraud, pure and simple. I will be making a complaint with the BBB, filing a complaint with the FEC and the Delaware Attorney General. I will also be sharing this story with the Cruiseonly Facebook page, World Travel Holdings, Cruise Critic website, NCL corporate office and their website, and any consumer reporting websites. This company is not to be trusted anyone’s business.
Recently I was looking around Norwegian’s website and when I looked into the same booking through their site and saw that the taxes and port fees are actually $381.02 for 2 guests, I called Cruisesonly to get my invoice corrected. In addition, there is a charge marked “other” on the invoice for $142.20 which turns out to be the gratuity for the unlimited beverage package. The “customer service” representative was less than helpful and mouthed the same script as the booking agent about my not understanding the actual fees involved, that the additional $300.00 fee was a port charge, that she had been doing this for years, there was nothing wrong with the fees I had been charged and nothing to correct.
I had also gone to Priceline and saw the same taxes and port fee charges as was quoted on NCL. This is fraud, pure and simple. I will be making a complaint with the BBB, filing a complaint with the FEC and the Delaware Attorney General. I will also be sharing this story with the Cruiseonly Facebook page, World Travel Holdings, Cruise Critic website, NCL corporate office and their website, and any consumer reporting websites. This company is not to be trusted anyone’s business.
