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.
I appreciate your intercession on my behalf.
Sincerely,
[redacted]

To the Revdex.com,  We are pleased to be able to resolve this to [redacted] satisfaction. After review, we believe that his request for a refund is appropriate. A check is being mailed today.  We appreciate the time he has taken to outline his concern and hope that he will consider cruising with us again in the future.  Sincerely,  American Cruise Lines

Dear Ms. [redacted],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 control. The Upper [redacted] is particularly prone to fluctuating river levels and we take great care to note this on promotional materials. American Cruise Lines sent Mr. and Mrs. [redacted] a letter dated November 1, 2016 providing a 25% courtesy discount towards any available 2017 or 2018 cruise booked by December 31, 2016. We will continue to honor this courtesy.  Mr. [redacted] had submitted three disputes with [redacted], which were decided in American Cruise Lines’ favor. Sincerely, [redacted]

I am learning a painful lesson about travel agencies and their sale of travel insurance. The most recent one is with American Cruise Line. I was sold a high price, 10% of cost of cruise, travel insurance policy. I needed to cancel another cruise with a different cruise line and learned that that policy wasn't refundable even though the trip is 6 months away.
Worried, I called American Cruise Line last night and spoke with the sales rep, L with whom I booked a cruise a week ago. I learned that their travel insurance is "carried in-house" and is not refundable although the trip is 6 months off. In the fine print on the booking summary I found a $250 /person cancellation charge which is the highest I have ever seen. I was not advised of this when booking the cruise . There was nothing in writing on the booking summary that said the travel insurance was non-refundable. There is a statement " Cruise Cancellation Protection Plan is strongly recommended" but again nothing about the Cruise Cancellation Plan being non-refundable. The company doesn't have an email address for contact but I did find a fax # and faxed my complaint.as well as mailing a hard copy of my complaint. American Cruise Lines needs to update their customer contact info, have an email contact and be clearer that the travel insurance is non-refundable both when the customer is on the phone and in their written material on the booking. I am guessing that if I talked to 2 different sales people I would get 2 different pricing options. I know of people who have traveled with American Cruise Lines and like this company. But this initial experience has left a sour taste .
Again I can find nothing on the booking summary I was emailed and nothing was said to me verbally by the sales person when I booked this cruise on the cruise protection plan being non-refundable . To this date a week after booking this cruise, I have not been provided a copy of the travel policy. My goal is for a regulatory agency to compel American Cruise Line to be upfront with customers both verbally and in writing when the cruise is booked that the travel insurance is non-refundable. What is sad, is that to obtain a low cost flight I already booked it but the airline was up front in writing saying the low cost tickets weren't refundable. I don't know why American Cruise Lines isn't upfront with customers on the travel insurance cancellation terms and the cancellation costs and ditto cancellation costs when the cruise is being booked over the phone.

Review: jan 7, 2013 my spouse ([redacted]) spoke with [redacted] ? of american cruise lines. a reservation was recorded, booking #[redacted], and a $1900.00 deposit placed on our credit card.within 24 hrs, I called to cancel the reservation/booking. I was informed by [redacted] ? and [redacted] I am not entitled to a 100% refund. I was never informed verbally or in written format of american cruise lines cancellation terms.based on the neglect of american cruise lines failing to inform me (in amy format) of their cancellation terms, I am respectfully requesting 100% refund. The fact the cancellation terms are not disclosed (per [redacted]) prior to purchase, I strongly feel this is a simple example of "bait and switch". [redacted] told me verbally the sales associates are taught not to alert customers of the cancellation terms. I strongly seek you attention in this matter.sincerely,[redacted]Desired Settlement: 100% refund of $1900.00

Business

Response:

Dear Mr. [redacted], Thank you for bringing your concern to our attention. We have reviewed your reservation and believe that it was handled in accordance with our policy and travel industry standards. On January 5, 2014 you made a $1,000 deposit on a cruise and chose to purchase a $900 Cruise Protection Plan at that time. Of the deposit amount $500 was refunded to you on January 16 and $500 was retained as a cancelation fee. This cancellation policy is published on our website, in our brochure, and all customer service personnel are trained to answer questions about it. Additionally, we feel that this policy is typical in the travel industry.

The Cruise Protection Plan you purchased is still valid. We recommend that you file a claim because you may be eligible for coverage under the policy. Alternatively, we would be happy to move your reservation free of penalty to another cruise of your liking. We would like you to cruise with us very much and we look forward to welcoming you aboard.

Review: I made a cruise reservation on 9/25 over the telephone and gave a 10% down payment. It was going to be a surprise for my wife, however after consulting with her and her doctor the next day it was decided, because of her health, that she would not be able to take the cruise.

I called the cruise line less than 24 hours after making the reservation and told them to cancel my reservation. They told me to send them a letter which I did. At no time during any of these conversations was I told of a $500.00 cancellation fee. I first saw mention of this fee a week later when I received my confirmation in the mail.

After two other letters to the President and e-mails to the Director of Sales, with no responses I still have been charged that $500.00 cancellation fee. That's a $25.00 per hour cancellation fee! (500/20 hrs).

The company failed to inform their customers of their cancellation fee, nor do they abide by the 3 day "cooling off" period that most companies accept.Desired Settlement: Either refund my $500.00 cancellation fee or like I told both the Sales Director, I would be willing to see it donated to charity

Business

Response:

We are very pleased to be able to resolve this issue for [redacted]. We have reviewed his reservation and regret if there was any confusion. Accordingly, we will see to the prompt refund of $500 as requested by check. We appreciate that [redacted] and Mrs [redacted] considered a cruise with us and would have enjoyed welcoming them aboard.

Review: We had years before booked a cruise on the upper Mississippi river only to have the itinerary change to the Ohio river which we reluctantly accepted.When we were considering another cruise on the upper Mississippi we wanted to be sure the itinerary would NOT change. When we called the Marketing Representative of American Cruise lines on July 3, 2013, we made it very clear we would NOT book the cruise if there was any chance the itinerary would change in any way. The Marketing Representative assured us it would not change and based on that information, we booked the cruise for July 12 from Minneapolis to St. Louis and also booked our non-refundable airline trip. It should be noted that we did not have any written contract, only the verbal contract with the Marketing Representative. Further we were not told that there was any policy of the company that might change the itinerary. Given our previous experience, we made it clear no change would be accepted and were assured that the cruise would go on as scheduled. The American Cruise Line company charged our credit card the full amount in excess of $10,000 at that time. Then on the evening of July 8, just five days after we initially called and before we had received anything from the company, we were notified by telephone that the itinerary had changed to the Ohio river, we stated that was not acceptable and we wanted our money returned. We were told that someone would call us in the morning. When we received that call this morning July 9, we were told they would not return our money but offered us the same cruise a year later. We said that was not acceptable since we did not know if we would live that long. They were adamant that we had no right to expect a refund because of a company policy we knew nothing about. Since the only contract we have is a verbal one, we feel that contract should be honored and that we should receive the full credit on our credit card. They have refused.

Desired Settlement: Full credit to our credit card.

Business

Response:

Business Response /* (1000, 8, 2013/07/26) */

It is stated in our boarding documents, brochure and on our website that itineraries are subject to change. The following is the policy that is stated.

Itineraries and Sailings

American Cruise Lines, Inc. does not guarantee departure point, termination point or any intermediate stop. Itineraries, schedules, routes, ships, and staterooms are always subject to change at any time without notice due to weather conditions, availability of docks, shoaling, river conditions, operation of locks, mechanicals, or any other reason. The times and dates of departure and arrival are also subject to change. Some Intracoastal Waterway cruises may travel coastwise at times.

American Cruise Lines has offered a voucher for Mr. and Mrs. [redacted] in the amount $11, 826.00 for a future cruise departing in 2013 or 2014 of their choice when booked by December 31, 2013. We have also given them a courtesy discount of $594.00 towards a new booking to cover their airline cancellation fee that they incurred. We are sorry they did not join us for the cruise and hope they will come aboard in the near future. American cruise Lines feels this case is closed.

Kindest regards,

Consumer Response /* (2110, 10, 2013/07/29) */

(The consumer indicated **/she ACCEPTED the partial settlement response from the business.)

We would have preferred a full refund for both the cruise and the airfare, but the voucher they have provided is acceptable.

Review: My sister and I paid over $5000 each plus gratuities and shore excursion fees for an ACL [redacted] cruise in June 2015. We are vegetarians. Before booking the trip, we were assured by sales agents that ACL would provide us with quality vegetarian meals. This is what their website says: "Can you accommodate special diet requests? American Cruise Lines will work to cater any dietary needs. Please tell your cruise specialist approximately two weeks prior to your cruise so that we may plan accordingly." I did call 2 weeks ahead (also discussed while booking the trip). Once aboard, we met w/chef and hotel manager. There was no preplanning. They expected us to plan the vegetarian meals--not something we were prepared to do on our expensive cruise. We expected fine dining as the other guests enjoyed--but vegetarian. The vegetarian food they did prepare was awful. I wrote a letter to the company asking for a partial refund. I received their reply today and their compensatory offer was a 20% discount on a future cruise booked by 10-15-15. Excuse me? I don't have enough money to take another cruise just to plan my own meals and eat poorly prepared food.Desired Settlement: We are asking for a partial refund of $1000 each because we did not receive the high quality, well prepared meals as advertised by American Cruise Lines. They did not plan our meals even though we told them our dietary needs when booking and again 2 weeks before departure as instructed.

Business

Response:

To the Revdex.com,

Review: My husband and I were passengers on the [redacted] ship on booking #[redacted] on May 23, 2015 of the [redacted]. When we disembarked on May 23rd we went straight to the hotel and began unpacking. We discovered all suitcases and their contents were drenched with water. We were astonished that the staff did not take proper care of our belongings, for it appeared that our belongings were left out in the rain ( we had to surrender them the night before disembarking by putting them outside our stateroom. This presented a huge problem for us and was very disappointing. This was unacceptable and negligent.We wrote American Cruise Lines about requesting compensation and they wrote us back that they require an itemized list for accounting purposesor they cannot issue a refund. Once again, we are not requesting a refund. We are requesting compensation for negligence.Desired Settlement: For the negligence and inconvenience, we are requesting compensation in the amount of $500.00

Business

Response:

To the Revdex.com,

Review: On January 19 2015 my husband and I booked a cruise with American Cruise Lines on the [redacted] scheduled to leave [redacted] on June 20 and arrive in [redacted] on June 27. We did not purchase the travel insurance because we had absolutely no plans of not making the trip. However on May 17 he was taken to the ER with kidney stones of which he had no history. He was discharged on May 19 with a [redacted] to be scheduled at a later date due to our trip plans with your company. The Dr. felt he could make the trip with medication. However that has turned out to not be the case. He has to have the surgery Friday June 12 due to complications from the stent put in place in May. The Dr. will not release him to make the trip before approximately mid-July because they need to monitor him for complications from the surgery and his age of 80.

When he was discharged from the hospital I called the company to see if we might reschedule the trip and was told that since we did not purchase the insurance we would not be able to reschedule or be reimbursed any of our money. I can understand the no reimbursement policy but I cannot understand not rescheduling our trip for a later date since there are openings on cruises at later dates.

My husband and I have made 4-5 phone calls explaining the situation with the same response; that it is the policy of the company president to offer no refunds or reschedule since no travel insurance was purchased. The attorney I contacted stated that since it was within the 45 days prior to sailing the insurance might not have protected us anyway. I sent a registered letter to the president of the company, [redacted] that was received Thursday June 11. I have had no response from him at all. At this point I am concerned about even rescheduling because of the way this has been handled by the company and I would like a full refundDesired Settlement: I am requesting a full refund at this point due to the way this has been handled.

Business

Response:

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

Consumer

Response:

Review: [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]

Review: We ( six of us) booked a cruise of the [redacted] coast and harbors. This cruise line uses the slogan, 'small boat cruising done perfectly'. American Cruise Lines charged top dollar for this cruise. What actually happened was we paid too much and received too little. They offered a 20% reduction on a future cruise if it is booked by Nov. 15, 2015. We already have plans for most of next year.

The [redacted] coastline was great but the ships condition and operation was totally unacceptable. The food was poorly prepared, the ship was rusty with corrosion evident everywhere. The interior was old, poorly maintained and soiled. The tour was so ill planned that we had to dock behind a large travel lift building with a view of a buoy repair station in front. We wanted to play cards and there was nowhere to play so they set up a temp. table in the library. It was so small all six of us could not play cards. All this and more from a company that uses the slogan, 'Small Ship Cruising Done Perfectly'. One major stop was skipped due to faulty planning by American Cruise Lines. This was [redacted], **. home of one of the largest ship manufactures in the U.S.Desired Settlement: American Cruise Lines should admit their failure to meet acceptable standards for a cruise line. They should refund 30 - 40% of the fare we paid. I communicated my concerns to American via a three page letter and the response I got was thanks for writing, we are fixing the boat up by replacing lamps and furniture in the staterooms. In a phone call with Mr. T[redacted] he also told me they are doing a major repaint of the ship. I guess they realized they were not meeting the meaning of their slogan, 'Done Perfectly'. We knew that when we first saw the ship.

Business

Response:

To the Revdex.com,

Review: We took the American Cruise Lines [redacted] on The [redacted] starting on September 6, 2014. Their advertising brochure stated that state room size was 300 to 600 square feet with 4 drawer dressers and hotel size bathrooms. Our state room was 144 square feet with a 3 drawer dresser and an extremely small bathroom. There were dead bugs on the window sill, mold on our shower curtain, and the ceiling air vent was dirty. There was nothing luxurious about this room. We feel that American Cruise Lines falsely advertised the [redacted] and certainly overcharged for the conditions on this ship.After we returned from the cruise, our travel agent Ms. [redacted] of [redacted] attempted several times to discuss our complaints with the cruise line, but they did not return her calls. Additionally we filled out a survey on September 18 and did receive a return letter from American Cruise Lines, but the letter appeared to be a form letter and did not address any of our specific concerns. We finally sent a letter to [redacted], President of American Cruise Lines on November 10th detailing our complaints. On November 19th Mr. [redacted] called me and we discussed our complaints and he said that they would respond with a letter in 1 to 2 weeks. We have not received a letter or any other communication from American Cruise Lines addressing our concerns since the phone call with [redacted]Desired Settlement: We feel we should be given a partial refund of the cost of this cruise. We were deceived by the American Cruise Lines brochure for this cruise and would not have taken this cruise had we known the condition of the ship. We feel this type of advertising is certainly unethical if not illegal.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I disagree with American Cruise Lines response that they make it clear in their brochure that the [redacted] has smaller rooms. The brochure we were given and still have is titled "Small Ship Crusing Done Perfectly" and the form number is [redacted]. While on page 58 it does say the rooms on the [redacted] are cozyier, on page 9 it states that staterooms on all their ships range in size from 300 to 600 sq ft. This would lead one to believe that the [redacted] may have staterooms near the 300 sq ft range. Our stateroom was 144 sq ft !! I still feel they misrepresented the [redacted] and I should be entitled to a partial refund--not an offer of reduced fare on future cruises.I'm afraid we have hit an impass and I fear that further discussions with the Revdex.com will not resolve this issue. Do you have any suggestions of other avenues I have available to resolve this issue???

Sincerely,

Business

Response:

Thank you for your comments regarding your September cruise on [redacted]. As you cite, the [redacted] does have smaller staterooms than our other ships, however, we do make this clear in our brochure, website, and sales training materials. We work to reply to all concerns promptly, and are a little bit unsure where the communication broke down between you, us, and your travel agent. We apologize for your frustration in this regard. In the letter sent directly to you, our Vice President provided his direct phone number.We would like for you to cruise with us again aboard one of our other ships. Accordingly, we would like to offer you a 20% courtesy discount on a future cruise, plus a complimentary stateroom category upgrade. We are confident that we can restore your faith in our company.Sincerely, American Cruise Lines

Review: Heart Attack on June 13, 2015. Was scheduled for [redacted] cruise from July 18, 2015 to July 25, 2015 to celebrate a 60th anniversary. Due to heart attack and doctor's advice we cancelled this cruise.We had purchased a Cruise Cancellation Protection Plan and filed a claim for reimbursement under the terms of this plan from American Cruise Lines, Inc. the firm that issued the plan.The claims department acknowledged receipt of this Claim and I was advised it was being processed. However, after some time had passed without further information I made several telephone calls and was always given a voice mail recording asking for my number and I would be receiving a call back. There never was a call back so I wrote to the CEO of American Cruise Lines, Inc. Mr. Charles R[redacted] on August 31, 2015. This prompted a telephone call from the Claims Department on September 4, 2015 telling me that my claims was going to be expedited AND I would receive another call on either the 8th or 9th of September to tell the status of my claim.I did not hear from the Claims Department so I called on the 10th of September and was again given a voice mail extension to leave my number for a return call. As of this date I have not had a call back nor do I know the status of my request for reimbursement of my charges for a cruise that was cancelled.Desired Settlement: I expect the American Cruise Lines, Inc. to reimburse me for the fees I spent for the cruise, less those authorized expenses, as authorized under the terms of the Cruise Cancellation Protection Plan that I purchased in good faith.

Business

Response:

To the Revdex.com,

Review: Myself & a companion recently decided to do a cruise on the Columbia River.I spoke w/ a booking person,[redacted],she offered a suite for us,told us she was giving a $1000.00 discount & that there was only one room avail. T he cruise was to leave 06/29/13. By the time all extras were added it the total was over $4,000 for myself. I later learned this did not include excursions,nor the room & transport nite before,also required an xtra nite return trip,and of course no airfare. I foolishly gave my credit card #,& was billed for 1/2of the fare,over $4,000.When I spoke w/ my friend re: amount she decided she could not afford to make the trip.I called back in less than 24hrs to cancel & was told I would be billed for1/2 the amt I had paid.It would amt to over $2000.00.This is totally wrong,it cost the company nothing,they have plenty of timeto sell the room,& due to fact that I felt pressured,was not told I could not get a full refund w/o penalty that someone somewhere need to look intothis company & mandate consumer rights for a no penalty refund with 24 to 48 hrs. I have been unsuccessful to negotate these terms,as has my credit card company & have been denied access to the President of the company,[redacted].Could you send me information as to where a complaint can be made to state representatives & senator so that this will not continue to be a policy& that anyone should have th right to change decision within a certain period of time.Thank [redacted]615-972-8483Nashville tn

Product_Or_Service: travel

Account_Number: XXXXXXX

Desired Settlement: Full refund & change in policy that will give consumers fair & honest terms.

Business

Response:

Business Response /* (1000, 8, 2013/05/17) */

To Whom It May Concern,

We consulted with our consul on this matter and Mrs. [redacted] did purchase the cruise and at the time of purchase was in our 50% cancellation penalty. On May 3, 2013 American Cruise Lines refunded $1,527.50 to Mrs. [redacted] according to our cancellation penalty.

On May 17, 2013 a letter was mailed to Mrs. [redacted]. The content of letter sent is below.

May 17, 2013

Mrs. [redacted] XXXXXX

[redacted] XXXXX

Dear Mrs. [redacted],

Mr. [redacted] asked that I respond to your recent cancellation. I am sorry to hear that you are unable to cruise with us aboard the Queen of the West for our Columbia & Snake Rivers Cruise scheduled to depart on June 29, 2013.

American Cruise Lines values our passengers and would like to have you join us on a future cruise. When you are ready to make your travel plans, American Cruise Lines would be happy to offer you a 50% courtesy discount towards a future cruise used within one year of your cancellation date.

If you do choose to cruise with us in the future, please contact me personally and I would appreciate the opportunity to make sure we provide you with every possible courtesy.

Kindest regards,

Director of Sales

At this point American cruise Lines considers this case closed.

Kindest regards,

Consumer Response /* (3000, 10, 2013/05/22) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

I do not accept this offer. No one told me of the

cancel policy they had,I did not see it on the web site,otherwise I woild not have given any information. I felt pressured to give credit info

as there was only 1 room & special rate. This clearly is a policy to the companys advantage & in my opinion very unfair to the public. When such a large sum of money is involved anyone should have the right to cancel within 24-48 hrs without penalty.

The agreement required that the cruise be double occupancy,the company was notified within less than 24 hrs of

cacellation allowing them time to fill the occupancy,no reservation number or other arrangements were made so it cost them nothing,

due to medical reasons I could not travel alone.

I would like to see a change in policy to protect other travelers from this unfair agreement & that policy should be verbally explained at the time of reservation.

I do not intend to cash the check sent nor do I plan to cruise with this company. I feel that anyone they advertise with be made aware of this situation & unfair advantage taken of travelers.

Thank you Revdex.com for looking into this matter for me. If you could give me information re: legislative persons to contact so that some protection be afforded to the public I would appreciate it. This is a perfect example of large companies with money to spend on lawyers taking advantage of the consumer who has NO money or protection afforded them.

[redacted]

Review: Paid top dollar for Alaskan Cruise June 22 - 29, 2013 because of multiple advertisements received and verified via phone. Advertised free internet and satellite television. Would not have chosen this cruise line if this was not provided. Well, it wasn't. No internet nor TV reception. When asking the cruise director, we were told "This is Alaska". I sent the brochures with the Alaskan ship circled next to the amenities of wifi and television circled and asked for at least a partial refund. I also sent the picture of the Moose (which my husband thought he would see) for the [redacted] excursion which was driving to a parking lot and someone's backyard and then to a lake. I got nothing back but a form letter response. I also emailed them on their website and have heard nothing. They have internet and television on airplanes now. There were cheap "routers" on each floor of the ship with people fighting in ports to try and log on without success. Please help. We were deceived into paying more thinking we would be receiving more than other cruise lines.Desired Settlement: Other cruise lines were at least 2,000 cheaper than American Cruise Lines. We want a partial refund. We also ask that American Cruise lines stop advertising their Alaskan Cruise Lines with Moose, internet, and satellite television. It is false advertising.

Business

Response:

Dear Revdex.com,

Review: On September 3, 2013 my wife and I booked a 6 night cruise on the American Cruies Lines valued at $12,209.29. to depart October 26, 2013 After booking the cruies and finding out the name of the ship we would be on my son checked that ship out on the internet and found very troubling reports. Several people got sick on a previous trip and as my wife has health issues we cancelled the trip the very next day September 4, 2013. American Cruise Lines want to charge me over $7,000.00 to cancel the trip. This company did not devolge the terms of the cancellation charges until after the trip was paid for with my [redacted] Credit card. I want a full refund.Desired Settlement: I would like American Cruise lines to credit the balance of the money taken out from my [redacted] Credit Card.

Business

Response:

We would like

to welcome Mr. and Mrs. [redacted] aboard one of our cruises and we will be happy to

transfer the entire retained portion of the canceled cruise fare to any cruise

they wish. We feel that the review they read online does not accurately portray

the experience we provide, but we are nonetheless willing to move them to

another ship or itinerary. There are many other reviews which demonstrate the

one referenced misrepresents our product, and we are confident that once aboard

Mr. and Mrs. [redacted] will thoroughly enjoy their cruise with us.

American

Cruise Lines cancellation policy is typical for the cruise industry and must be

adhered to. The policy is published in our brochures and on our website, and

cruise specialists are prepared to speak about it. Mr. and Mrs. [redacted] have

requested 6 brochures since 2005, each of which had the policy printed in it.

Unfortunately, they canceled their cruise just 47 days prior to the cruise,

well within the 50% cancellation fee window. When a cancellation comes that

close to a cruise, we are typically unable to resell the stateroom; as was the

case in this situation.

Mr. and Mrs.

[redacted] have previously taken this same issue up with [redacted]. The

credit card company closed the issue in our favor on October 2, 2013. Although

not required, as a measure of good faith, we would be willing to transfer the

retained cancellation cruise fare to another cruise or ship. We would like to

welcome them aboard in the future.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: We have found several other complants about this cruise line. My wife and I have taken cruises before with other cruise lines and some are better than others however none had so many complants issued on the internet as American Cruise Lines. We rae concerned about our health if we were to go on this cruise line.

Sincerely,

Review: [redacted] booked a cruise with American Cruise Lines and paid $500.00 deposit. She died 6 days after on July 19, 2015. On that day, we contacted American Cruise Lines and were told 50% would be given back...a total of $250.00. I sent the death certificate and letter confirming me as her sister and heir which they received August 10, 2015. I was told today, October 13, that no money would be returned because they charge $250.00 for paperwork if death certificate is sent fewer than 90 days before departure (Aug. 10 was 87 days prior). It is untenable that a company would not waive both of these charges with a death notice. I was not told about deadlines of any kind and would say that a phone notification on the day of her death should stand for prompt notification. Issuing death certificates take some time so I could not have been prompt in sending the information.Desired Settlement: Refund of at least $250.00 but ideally $500.00. Consider the death being so near the date of booking and that most money paid is returned if customer notifies in 10 days or less.

Business

Response:

To Whom It May Concern,

We appreciate the time that Ms. [redacted] has taken, on

behalf of Mrs. [redacted], to notify us of the cruise cancellation. We have

reviewed the reservation and believe that it was handled in accordance with our

Cruise Cancellation Policy.

As the notice of cancellation and appropriate documentation

were 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.

We regret that Ms. [redacted] was

unaware of this restriction. 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. Additionally, we feel

that this policy is typical in the travel industry and could have been

mitigated with the purchase of our recommended cruise protection plan.

Although we need to enforce our policy, we do empathize with

the situation and will apply the fee toward any future cruise Ms. [redacted] or a

family member wish to take. We offer our sincerest condolences and regret any

inconvenience this has caused.

Sincerely,

American Cruise Lines

Review: We put a $1000.00 deposit for a trip up the [redacted]. Two weeks later I was diagnosed with [redacted] and called to cancel because the doctor said I could not be around people. My immune system was gone. They will not refund any of the money.Desired Settlement: Full refund due to medical reasons.

Business

Response:

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

Consumer

Response:

Review: [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.

Review: My sister and brother in law booked a cruise in April 2015 for a Sept 26, 2015 cruise. My brother-in-law was diagnosed with pancreatic cancer in June and passed away in August. On August 28, 2015, I have sent all the documents requesting a refund since they had cruise travel insurance through American Cruise lines. I sent death certificate, hospice letter, and obituary along with the request as asked. To this date Oct 22, 2015, we have not heard anything nor have we received a refund. I think it is absolutely terrible they charge $250 per person to process the refund especially when the cancellation is caused by a death of the passenger. Please investigate this situation.Desired Settlement: WOULD REALLY LIKE FULL REFUND due to the cause of the cancellation and also the delay in processing this request.

Business

Response:

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

Review: Having exhausted all avenues we know of (including contacting owner three times) we hope you can help. Last November 8th (for our 25th anniversary) we went on an "authentic paddlewheeler" the [redacted] up the [redacted] from [redacted] to [redacted]. To our dissappointment we experienced a boat ride with a disconnectedd paddle wheel. The only reason for this trip was to experience paddle wheel propulsion. Two staff members stated that the paddle wheel was broken and one said that they were waiting for parts. In conversation with the owner, Mr. [redacted], he stated that they rarely use the paddle wheel because it slows the boat down. We also have a video showing the disconnected wheel and only one opperational z-drive. As it was, we did not have the projected time in each port, which was supposed to be between 6 and 10 hours. They do state that the itinerary can change without notice, but we were only given enough time for their tours and nothing more. One of the tours (in [redacted]) gave us only 15 minutes to tour a gun boat and see the museum and in another port we arrived so late that the bus tour was in the dark and we saw outlines of buildings that they were pointing out.Desired Settlement: Mr. [redacted] offered us 25% off another cruise. We asked him to refund the 25% instead. He said that they don't do that. The cost of this trip was $11,826 plus airfare and hotel. We feel that this price is outragious for the dissappointing experience we had and would like the 25% refund to help retify the situation.

Business

Response:

To the Revdex.com,