American Cruise Lines

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On April 26, my husband & I boarded the American Constitution ship in Baltimore for your American Revolution Cruise. We were given a Covid test before boarding with the other passengers, so I felt that it was safe for us to board the ship. The captain of the ship announced at dinner on May 5, the night before we were to get off the ship that some members of the crew and other passengers tested positive for Covid and were restricted to their cabins. A few days before Jason Koznetski, the Restaurant Manager, became sick and was confined to his cabin. The last day we saw Jason was Monday, May 2. My husband asked Randy Guerra, the hotel manager, on May 3 if Jason had Covid and he was told he did not have Covid. When we got off the ship on May 6, there were passengers getting on the ship and given Covid tests. They were directed to sit in the dining room where we had just had breakfast. I thought that according to CDC guidelines that a cruise ship that had Covid was supposed to be given a deep cleaning before any future cruises.
My husband and I are scheduled to board the same ship, the American Constitution, on May 30 for the Cape Codder Cruise. My husband has Stage 4 Colon Cancer. He was diagnosed in 2021 and is currently undergoing chemo infusions. He would be considered high risk for Covid. For many, the effects of a COVID-19 infection won't go away, and they find themselves suffering from a host of debilitating symptoms that can persist for weeks or even months. I was comfortable getting on the first cruise in April because everyone was given a Covid test before boarding and it had to be negative. I also thought American Cruise Lines had to follow CDC guidelines so that our trip would be safe from Covid. After my experience on May 6, I now do not feel safe taking this cruise scheduled for next week. I am asking to cancel this cruise and extending our cruise credits to a future date when Covid cases are not rising in every state.

Complaint: I am rejecting this response because:I clearly outlined what happened during this presumed cruise, including the on-board septic system venting into our room, our inability to get off the ship when it went back to [redacted] and the fact the Cruise line left us stranded in [redacted] , **[redacted] DID NOT decide in their favor, [redacted] could not dispute the trip but said I had to resolve the unsanitary condition and incomplete trip result with American Cruise It's obvious American Cruise wants to ignore the facts and the basis of my complaintAnd it's insane to think I would ever book with this insensitive company again no matter what the 'discount' Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I appreciate your intercession on my behalf Sincerely, [redacted]

To the Revdex.com,We have been in contact with Mrs [redacted] and regret the inconvenience that was caused following her cruiseAmerican Cruise Lines has offered to reimburse her for any items which have been damaged or required dry cleaningTo process such a reimbursement, we have asked for a list of items needing cleaning or replacement and we feel as though this is an appropriate requestWe remain willing to provide such a reimbursement, but do not feel as though a more arbitrary amount is warrantedWe also remain willing to keep an open dialogue and want to resolve this in the best manner for our guestsDespite this situation, we hope that they have enjoyed their experience overallRegards, American Cruise Lines

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meRefund check received on Monday September 21, 2015.Thank you for your assistance Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] It's hard to cancel when you are lying in the hospital with cancer We canceled plenty early for you to sell the spot

To the Revdex.com,We are very pleased to accommodate our guest's request for resolutionThe claim has been approved and paidWe apologize for the delay, but further investigation and documentation was needed to resolve the issue satisfactorilyWe hope that one day our guests they will be able to return for the cruise they have plannedWe would be delighted to welcome them aboard and know that we can provide an exceptional experienceRegards, American Cruise Lines

Complaint: [redacted] I am rejecting this response because: It is unacceptable Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: American Cruise Lines uses the word 'options' times in their response and that is my point exactly There were NO vegetarian options presented There was no plan to feed vegetarians even though I had been assured that ACL could meet our dietary needs ACL's response says "it is not always feasible to provide an assortment of options within each individual request." We didn't need an assortment of options we needed ONE vegetarian option each day and there was not Instead the staff asked us what to fix for lunch and dinner which indicates a complete lack of planning on the part of American Cruise Lines The writer of ACL's response states "The preponderance of guests....thoroughly enjoyed the culinary experience" which is what I have been saying all along and why I requested a partial refund My expectation based on ACL's website and their literature was that our cruise experience would include the enjoyment of a fine culinary experience We did not enjoy a fine culinary experience because there was no plan in place to feed vegetarians We inquired about this before we plunked down our $plus If customer service had said 'Yes we can accommodate your vegetarian diet if you plan your own menus once you get on board' we probably would have spent our money elsewhere; for example [redacted] Here is what their website says: "Savory vegetarian options are available at every meal, like the Potato and Vegetable Curry with Chick Peas served with Jasmine Rice or the Saffron Risotto with Spinach and Pine NutsFresh fruit or other vegetarian snacks are available in the Front Porch of America at all times." I wish I was on that company's cruise American Cruise Lines failed to keep their commitment to us and thus robbed us of the opportunity to look for a company that does know how to feed vegetarians and that is why I feel ripped off Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: the cruise line stated it is an authentic paddlewheeler It pictures the [redacted] with its paddle pushing water and this is what we wanted , so we booked the cruise To our dismay the wheel was disconnected so it could never have propelled the boat on this trip At no time did the captain or company's corporate representative, Mr ***, admit that the wheel was not operational As to the existence of propellers - only one was ever seen operating, port side As to [redacted] tour it consisted of a bus tour through the park and a minute stop at the gunboat AND museum This stop was incredibly too short a time to do one let alone bothBottom line is, we expected a paddlewheel boat trip and they did not deliver We feel this is misreprenting their product We are only requesting the 25% offered by Mr [redacted] for a furture cruise, instead to be returned to us Sincerely, [redacted]

Dear Ms***,We have reviewed this matter thoroughly and appreciate the time that Mr [redacted] has taken in articulating his position Itinerary changes are an inevitably in the cruise industry and a particular reality of the small ship segment where river conditions can be completely beyond any company's controlThe Upper [redacted] is particularly prone to fluctuating river levels and we take great care to note this on promotional materialsAmerican Cruise Lines sent Mrand Mrs [redacted] a letter dated November 1, providing a 25% courtesy discount towards any available or cruise booked by December 31, We will continue to honor this courtesy Mr [redacted] had submitted three disputes with [redacted] , which were decided in American Cruise Lines’ favorSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I spoke with MrLou P [redacted] and reserved the right to cancelHe advised me I had that rightI cancelled in less than two daysI do not trust this company to fulfill any of the promises they madeTheir brochure has all of the pertinent facts regarding tours hiddenIf one reads the brochure the logical assumption is that all tours are includedThere is no distinction made until you get into thefine print on the last page Sincerely, [redacted]

To the Revdex.com, We appreciate the time that Ms [redacted] has taken to outline her concerns regarding vegetarian optionsWe have reviewed her situation and are disappointed that she was not satisfied by the options presentedAs a small ship cruise line in remote areas of the country, we work hard to accommodate special requests and source ingredientsWhile we take pride in being able to accommodate dietary requirements, it is not always feasible to provide an assortment of options within each individual requestThe preponderance of guests on Ms [redacted] 's cruise thoroughly enjoyed the culinary experience and were satisfied by our accommodation of their individual requestsAccordingly we believe that our previous attempt to satisfy is more than appropriate given the situationWe regret that this unique scenario has arisen and we are glad that she enjoyed other elements of her cruiseRegards, American Cruise Lines

Complaint: [redacted] I am rejecting this response because: At no time did we cancel the cruiseWe have been making efforts to see if a family member could take it in our placeI would like them to provide to you in writing where I canceled itI am forwarding you e-mails and the letter I sent to the president Mr [redacted] Each company employee I talked to gave me the same response that we could not change the date of the cruise [redacted] even went and talked to Mr [redacted] himself explaining the situation and was given the same replySince we did not purchase the insurance there would be no refund or change of cruise dateI sent a letter to Mr [redacted] and at no time did he even responded to my registered letterBelow are the correspondences between myself and [redacted] ;From: [redacted] To: [redacted] Subject: Re: cancellations office Date: Jun 10, 1:PM Attachments: American Cruise Lines letter.docx [redacted] , I just wanted to send you a copy of the letter I am sending to the president todayWe are trying to see if anyone in the family can take the trip in our place but as of yet no one canI will keep you posted and send you the cancelation after we have exhausted every effortAgain thank you so much for everything you have done for us [redacted] From: [redacted] To: [redacted] Subject: RE: cancellations office Date: Jun 10, 2:PM [redacted] Thank you very much! I also forgot to include my email address in the letter in case he needed it Nancy -----Original Message----- From: [redacted] Sent: Jun 12, 8:AM To: [redacted] Subject: RE: cancellations office *.shape Mrs [redacted] , I’m not entirely sureI don’t think he’s in office todayI will check with his secretary and give her a heads up to look for it [redacted] Cancellations Department Manager [redacted] [redacted] From: [redacted] Sent: Thursday, June 11, 9: PMTo: [redacted] Subject: RE: cancellations office [redacted] , I sent a registered letter to the president and it was delivered at 11:Do I might you know when and how I might get a response from him? Nancy -----Original Message----- [redacted] Sent: Jun 10, 3:PM To: [redacted] Subject: RE: cancellations office You can email meJust write it out in a separate email with a little bit of detail [redacted] Cancellations Department Manager [redacted] [redacted] [redacted] From: [redacted] Sent: Wednesday, June 10, 2:PMTo: [redacted] Subject: RE: cancellations office If it comes to it may I still email the cancelation and then send one on by mail? -----Original Message----- From: [redacted] Sent: Jun 10, 1:PM To: " [redacted] Subject: RE: cancellations office Mrs [redacted] , Please keep me posted on anything that comes up in the event we can switch someone in the roomThank you so much for keeping me updated [redacted] Cancellations Department Manager [redacted] [redacted] Sincerely, [redacted]

To Whom It May Concern, We are very pleased to accommodate our guest’s request for resolutionThe claim has been approved and a refund check was issued on 10/29/We apologize for any delay and offer our condolences Sincerely, American Cruise Lines

To the Revdex.com, We are pleased to report that this issue has been resolved with Mrand Mrs***We have spoken with them directly and have accommodated their requestWe appreciate the time that they have taken to outline their concerns and hope they will join us on a future cruise. Thank you for your assistance in this matter. Sincerely, American Cruise Lines

To the Revdex.com, We have reviewed this matter thoroughly and appreciate the time that *** *** has taken in articulating his position*** *** reserved and paid for a cruise in amount of $9,total, then cancelled it and received a refund in amount of $4,At the time of his
cancellation, the cruise was departing in days, which requires a 50% penalty plus the cancellation administration fee of $per person under our cancellation policyOur cruise and cancelation literature is transparent about this fee and the cruise specialist who worked with him was trained in its administrationLike many travel companies, it is important that we adhere to the policy due to the likelihood that the space will now sail empty, among other reasons.*** *** submitted two credit card disputes, one in June and the second in July 2016, both were decided in American Cruise Lines’ favor.We empathize with his situation and strive to keep all of our customers happyWe would value his business and will gladly apply this fee in full as a credit to a future cruise he might like to take with us.Thank you, American Cruise Lines