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 .
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