L & L Services

Dear Mr [redacted] ,We were not aware that Mrs [redacted] had issues with her reservationsWe have emailed invoices to Mrs [redacted] several times regarding her reservation and making final payment, when she was ready to pay for the cruise Michael H [redacted] assisted her with the payment, recently at the end of December.Regarding the pricing, we offer clients the best available deals on cruises, however pricing does differ between sail dates, often this is controlled by cruise lines capacity and time of year and prices vary considerably.After final payment is made higher penalties are assessed depending how close clients are to their sail dateIn this case I would urge Mrs [redacted] to contact us at [redacted] or contact Michael H [redacted] extension [redacted] to confirm she wants to cancel the cruise, there will be penalties, which increase as we get closer to her sail dateKind RegardsJulie A***

Our consultant Colley has contacted clients and clients have advised Colley the issue is resolved

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: There was an attempt to resolve this complaint but it is absolutely not resolved yet.I am not satisfied as a customer with the service Cruise Web has rendered Regards, [redacted]

On August 2017, ** *** dated, signed, and initialed our standard Credit Card Receipt in which the cancellation service fee was clearly disclosed and called to her attention as she was required to initial the first paragraph in addition to signing the authorizationThe Credit Card Receipt clearly states in paragraph one she has read, understands and authorized the following:Authorizes the card processor (The Cruise Web, Inc., et al) to charge the card number provided in consideration for travelThe referenced reservation has been made with The Cruise Web, Incand she agrees to the terms and conditionsUnderstands cancelled reservations will be assessed an agency cancellation fee equal to 15% of the invoice total, plus all applicable supplier penalties (i.ecruise line penalties)(Again, this is in the first paragraph and called to the attention of the client and requires the client to initial the paragraph.) Understand that if the agency portion of the cancellation service fee is not covered by a travel protection plan the fee may be applied to a future cruise of equal or greater value to the cancelled cruise if booked within one year of the cancellationIt is unfortunate that ** *** needed to cancel her tripHowever, the charge in question was authorized and is valid as she was aware of the cancellation service fee that was clearly outlined in the credit card receipt and that she indicated she had read and understood at the time of the initial depositThe cancellation service fee may be applied to a future cruise of equal or greater value to the cancelled cruise if booked within one year of the cancellation. Julie A***Senior Manager of Reservations & Group Administration | The Cruise Web###-###-####www.cruiseweb.com blog | *** | *** | ***+

We spoke to ** *** Yesterday 6/and the complaint was resolved this appears that your message to us is from FRIDAY 6/25.Please note the file that as of 6/the complaint is resolved

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Dear Mr [redacted],We were not aware that Mrs [redacted] had issues with her reservations. We have emailed invoices to Mrs [redacted] several times regarding her reservation and making final payment, when she was ready to pay for the cruise Michael H[redacted] assisted her with the payment, recently at the end...

of December.Regarding the pricing, we offer clients the best available deals on cruises, however pricing does differ between sail dates, often this is controlled by cruise lines capacity and time of year and prices vary considerably.After final payment is made higher penalties are assessed depending how close clients are to their sail date. In this case I would urge Mrs [redacted] to contact us at[redacted] or contact Michael H[redacted] extension [redacted] to confirm she wants to cancel the cruise, there will be penalties, which increase as we get closer to her sail date. Kind RegardsJulie A[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this...

response because: There was an attempt to resolve this complaint but it is absolutely not resolved yet.I am not satisfied as a customer with the service Cruise Web has rendered.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[redacted]

Hello, We have resolved this complaint.Thank you.Julie A[redacted]

Our consultant Colley has contacted clients and clients have advised Colley the issue is resolved.

Dear [redacted],We were sorry to learn our clients had to cancel their cruise. The fee in question was fully disclosed and agreed to by the client in writing at time of booking.  Our cruise consultant spent a lot of time looking out for this client every step of the way, clearly explaining the risk...

they were taking by not insuring their vacation with travel protection. Fortunately, to accommodate our clients that do have to cancel a cruise vacation, The Cruise Web offers the opportunity to apply the cancellation fee towards a future cruise booked with our agency. Our cruise consultant has contacted the client regarding this opportunity, and looks forward to helping them apply their future cruise credit towards a new vacation.Please be aware that this client initially took their cruise consultant’s advice by protecting their cruise vacation investment with travel protection. However, to their cruise consultant’s surprise, the client later cancelled this travel protection. Once their cruise consultant was notified of this change, the cruise consultant contacted the client to advise against their decision to remove travel protection, reminding again, that the client would be subject to cancellation fees if they later cancelled the vacation without reinstating their travel protection. Unfortunately, after choosing not to reinstate their travel protection, the client cancelled this cruise. Without travel protection, the client could not make a claim for reimbursement and was assessed a cancellation fee.Again, the fee was fully disclosed and agreed to by the client at time of booking.  We helped the client protect themselves with travel insurance, and then the client undid the protection.  The fee is a credit applied to a future cruise.SincerelyJulie A[redacted]Senior Manager of Reservations & Group Administration | The Cruise Web[redacted] x [redacted]www.cruiseweb.com blog | [redacted] | [redacted] | [redacted]+