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 me. Refund check received on Monday September 21, 2015.Thank you for your assistance.
Sincerely,
[redacted]

To the Revdex.com, The attached letter was received from Mr. and Mrs [redacted] several days before their cruise departed informing us that they would not be able to join us for the cruise. This cancellation was confirmed when they did not arrive in [redacted] on departure day and the ship was forced to sail without them. When a cruise is cancelled at the last minute, the space cannot be sold to another customer and the company would lose any revenue which is refunded. As such, our cancellation policy is typical in the travel industry and, as Mrs. [redacted] states, was made clear during the booking process. We realize this can be burdensome so we recommend cruise protection, but the [redacted]'s declined its purchase. We do empathize, so we have been pleased to offer them a 50% discount on a future cruise. We believe that this accommodation goes beyond what would be expected of a travel company, but we truly would like to be able to welcome them aboard one of our ships. We encourage them to contact us directly if they would like to take advantage of this. Thank You, American Cruise Lines

To Whom It May Concern,
We have reviewed the
reservation and believe that it was handled in accordance with our Cruise
Cancellation Policy. It is for reasons such as this that we recommend the
purchase of Cruise Protection, which had been declined for this reservation.
Unfortunately,...

we do not feel that it is appropriate to cover the cancellation
as if the plan had been purchased.
To elaborate; as the notice of
cancellation was received less than 90 days prior to sailing, the cancellation
falls within the 50% cancellation fee window. When a cruise is cancelled 90
days prior to a departure or less, it is difficult to resell the space, so we
have to impose a fairly stringent cancellation policy. This policy is
consistent with other travel providers who experience similar booking patterns
months in advance.
In an effort to be fully
transparent with our consumers regarding cancellation charges this cancellation
policy is published on our website, in our brochure, and all cruise specialists
and customer service personnel are trained to provide information about it. It
is also printed at the bottom of all booking confirmations. The policy explains
the details of all administrative charges and refund schedules.
We offer our sincerest
sympathies and regret any inconvenience this has caused.
Sincerely,
American Cruise Lines

To the Revdex.com,We are very pleased to accommodate our guest's request for resolution. The claim has been approved and paid. We apologize for the delay, but further investigation and documentation was needed to resolve the issue satisfactorily. We hope that one day our guests they will...

be able to return for the cruise they have planned. We would be delighted to welcome them aboard and know that we can provide an exceptional experience. Regards, American Cruise Lines

To the Revdex.com, We appreciate the time that Mr. and Mrs [redacted] have taken to detail their message, but we disagree with many of the characterizations they make. The [redacted] is one of the newest riverboats in the country and as such it must comply with modern...

safety, emissions, and environmental regulation. It features many modern amenities, while still remaining as true as possible to it historic roots as a [redacted] paddlewheeler. Its just not possible to provide the exact same travel experience that existed on riverboats built in the early 1900's. We also do not claim to provide such an experience. We feel that the existence of propellers beneath the ship only serves to enhance the safety and efficiency of the ship without detracting from the guest experience in any way. We hope that Mr. and Mrs. [redacted], found every other aspect of the ship desirable - both modern and traditional. We also regret that they did not find some of the ports of call desirable, but it is the nature of river cruising to have to make accommodations for river conditions, traffic, berthing availability, and other factors. The [redacted] tour in particular is designed to show many of the highlights of the area in a span of several hours, including the gunboat and the [redacted], so we have to balance time in each place to best match the demands of all our guests. Here we typically opt to spend more time in other areas than at the gunboat to match that demand. Thank You, [redacted]

To the Revdex.com, We appreciate the time our guests have taken to outline their concerns and we have looked into the issues they have cited regarding the ship, tours, and meal preparation. We regret that the cruise did not meet their expectations, but we have found that the...

preponderance of other guests on their cruise had a thoroughly enjoyable experience. Other guests complimented the meal quality and found the ship to be in good order. Accordingly, American Cruise Lines' does not believe that a refund is warranted. We enjoyed having the [redacted]s aboard and we know that we can satisfy them, so we remain happy to provide a substantial courtesy discount on a future cruise. We look forward to hearing from Mr. [redacted] and working with him in the future. Regards, American Cruise Lines

Complaint: [redacted]
I am rejecting this response because:The week of May 18th we called the company to see about  changing the date of the cruise and were told we could not even reschedule the trip for a later date after his cancellation employee talked to him personally about our problem. We were told to try to find someone to take the trip in our place. For this reason we did not cancel the trip. If the company had accepted a change of date at that time they could certainly have sold that time slot to another customer. However by his own admission Mr. [redacted] states in his letter even though we would not have been refunded our money or be allowed a date change the cruise would have been resold if we had cancelled("When a cruise is cancelled at the last minute, the space cannot be sold to another customer and the company would lose any revenue which is refunded.").  In addition I wrote a letter to Mr. [redacted] and he never even had the courtesy to reply to me until contacted by you.  I received a letter from him dated July 1 stating we could have a 50 percent discount on a cruise booked by July 31, 2015. After my experience with his company I feel no desire to take him up on his offer.
  Sincerely,
[redacted]

To the Revdex.com, We appreciate the time that Ms. [redacted] has taken to outline her concerns regarding vegetarian options. We have reviewed her situation and are disappointed that she was not satisfied by the options presented. As a small ship cruise line in remote areas of the...

country, we work hard to accommodate special requests and source ingredients. While we take pride in being able to accommodate dietary requirements, it is not always feasible to provide an assortment of options within each individual request. The preponderance of guests on Ms. [redacted]'s cruise thoroughly enjoyed the culinary experience and were satisfied by our accommodation of their individual requests. Accordingly we believe that our previous attempt to satisfy is more than appropriate given the situation. We regret that this unique scenario has arisen and we are glad that she enjoyed other elements of her cruise. Regards, American Cruise Lines

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

To Whom It May Concern,
We are very pleased to accommodate our guest’s request for
resolution. The claim has been approved and a refund check was issued on
10/29/2015. We apologize for any delay and offer our condolences.
Sincerely,
American Cruise Lines

To the Revdex.com,
We have reviewed the
issue brought to our attention by Mrs. [redacted] regarding the cancellation of
her cruise. The cruise was cancelled the week prior to departure, so they were
in the full penalty period of our policy. This policy exists because
our cruises fill...

up months in advance, when Mr. and Mrs. [redacted] purchased
their cruise. When a cruise is cancelled days prior to a departure it is nearly
impossible for us to resell the space, so we have to impose a fairly stringent
cancellation policy. This policy is consistent with other travel providers who
experience similar booking patterns months in advance.
To offset the
potential loss to our guests we offer and highly recommend the purchase of
Cruise Protection which covers them in the event of unforeseen circumstances.
The medical situation described by Mrs. [redacted] likely would have been covered
by our Cruise Protection program. Unfortunately, the [redacted]s declined the
purchase of this protection, thereby taking on the risk associated with an unforeseen
event.
We empathize with
their situation and do not want to lose them as a customer. Therefore, we would
like to work with them individually to find a cruise which we might be able to
discount significantly given their situation and depending on availability and time of year. We
encourage them to contact us to discuss such possibilities. We are confident
that we can make them happy guests.
Regards,
American Cruise
Lines

Complaint: [redacted]
I am rejecting this response because:This is very simple. The company does not have complimentary tours at every port. Look at their trip starting in Charleston. I found this out only after I signed up for the trip. The brochure is not transparent. It implies that all toursare included, which is just not true. My belief is that they do not comply with truth in advertising, which makes me reluctant to do any business with them. Again, I advised Mr. Lou P[redacted] I was going to reserve the right to cancel, which he agreed to. My decision to cancel was based on the fact that I looked thoroughly through the catalog and realized that the majority of their tours were not included, indeed very few were. If one simply examines the brochure you can see by the layout of their advertising of each tour seemsto imply that all tours are part of the package. I also paid a large amount of money for trip insurance, which was only in effect for two days before I cancelled, and they are returning none of this money. If they insist on retaining the $250 per person fee that is laid out in the catalog I would have no problem with that, but I certainly feel they should refund the exorbitant cost of the insurance. I too would like to resolve this issue. 
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.
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.

Complaint: 11855987
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 complaint. And it's insane to think I would ever book with this insensitive company again no matter what the 'discount'.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am demanding a full refund due to the fact that all flights were booked because of the eminent  Hurricane approaching. The airport ending up closing shortly after.  I feel that American Cruise Lines Protection Plan was a waste of money. The agents stress that you should buy the plan but are not fair when it comes to honoring it.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I spoke with Mr. Lou P[redacted] and reserved the right to cancel. He advised me I had that right. I cancelled in less than two days. I do not trust this company to fulfill any of the promises they made. Their brochure has all of the pertinent facts regarding tours hidden. If one reads the brochure the logical assumption is that all tours are included. There is no distinction made until you get into thefine print on the last page. 
Sincerely,
[redacted]

To the Revdex.com, We are pleased to be able to resolve this to [redacted] satisfaction. They had alerted us of the issue earlier this week and after review, we believe that their request for a refund is appropriate. A check is being mailed today. We appreciate the time they have taken...

to outline their concern and hope that they will consider cruising with us again in the future. Sincerely, American Cruise Lines

To the Revdex.com, Given this response, American Cruise Lines is unable to amend its previous attempt to resolve the issue. We remain hopeful that our guests will provide us with the details necessary for reimbursement and look forward to working with them in the future. Regards,American Cruise Lines

Complaint: [redacted]
I am rejecting this response because: At no time did we cancel the cruise. We have been making efforts to see if a family member could take it in our place. I would like them to provide to you in writing where I canceled it. I 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 reply. Since we did not purchase the insurance there would be no refund or change of cruise date. I sent a letter to Mr. [redacted] and  at no time did he even responded to my registered letter. Below are the correspondences between myself and [redacted];From: [redacted]
To: [redacted]
Subject: Re: cancellations office
Date: Jun 10, 2015 1:01 PM
Attachments: American Cruise Lines letter.docx
DIV { margin: 0.0px; }
[redacted], 
I just wanted to send you a copy of the letter I am sending to the president
today. We are trying to see if anyone in the family can take the trip in our
place but as of yet no one can. I will keep you posted and send you the
cancelation after we have exhausted every effort. Again thank you so much for
everything you have done for us.
 [redacted] From: [redacted]
To: [redacted]
Subject: RE: cancellations office
Date: Jun 10, 2015 2:07 PM
DIV { margin: 0.0px; }
[redacted]
[redacted]
[redacted]
[redacted]
DIV { margin: 0.0px; }
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, 2015 8:02 AM To:
[redacted] Subject: RE: cancellations office
*.shape { }
Mrs. [redacted],
 
I’m not entirely sure. I
don’t think he’s in office today. I will check with his secretary and give her a
heads up to look for it.
 
 
[redacted]
[redacted]
Cancellations Department
Manager
[redacted]
[redacted]
[redacted]
 
  
From: [redacted] Sent: Thursday, June 11, 2015 9:12
PMTo: [redacted]Subject: RE: cancellations
office
 
[redacted],
I sent a
registered letter to the president and it was delivered at 11:00. Do I might you
know when and how I might get a response from him?
 
Nancy
-----Original
Message----- 
 [redacted]
[redacted] Sent: Jun 10, 2015 3:30 PM To: [redacted] Subject:
RE: cancellations office
You can email me. Just
write it out in a separate email with a little bit of detail.
 
 
[redacted]
[redacted]
Cancellations Department
Manager

[redacted]
[redacted].[redacted]
[redacted]
 
 
 
From:
[redacted] Sent: Wednesday,
June 10, 2015 2:09 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, 2015 1:35 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 room. Thank you
so much for keeping me updated.
 
 
[redacted]
[redacted]
Cancellations Department
Manager

[redacted]
[redacted]
[redacted]  Sincerely,
[redacted]