Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
The response provided by Mr*** does not resolve our issues or concernsMr*** states twice in his response that we booked flight reservations and then booked our cruise...that is incorrectI had used credit card points for the (initial) flights and though the cruise and the flight were booked on the same day, the cruise was booked firstI had to do it this way to make sure I was not wasting points on flying somewhere without having the actual trip bookedIf the phone recording with my wife states otherwise, and it may, I would honestly say this was inaccurate on my wife's part. Mr*** must realize that while he is citing recorded phone calls, what we see as the negligence on the part of Cheap Cruises and *** *** does not changeAt no point did *** verbally explain the requirement by the cruise line to board hours prior to sailing time (and Mr*** knows this based on his response)I believe that we both agree this information was included in the page invoice, but as stated in my complaint, a requirement such as this, which can have dire consequences on the success of the vacation plans, should not be buried on page of in small print 2/3rds of the way down the pageSuch business practices echo the unscrupulous actions of mortgage companies during the financial crises when unexpecting customers would come to the closing table and to their surprise, be obligated to pay additional closing costs, the information for which was deeply buried somewhere in multi-page documentsIt would have been the job of the loan officer, like it is the job of a travel consultant, to be an advocate for the customer, to guide them and make sure they understand at least the most critical elements of the trancaction A reputable business with sound customer service & sales practices, would be sure to have critical information like this on page in bold as well as verbally inform their customers to insure both a successful vacation product as well as a positive experience for those customers.Furthermore, Mr*** points out that we had taken other cruises beforeYes this is true but what is the point? If he is implying that we should have known about the departure time, that is an absurd accusationThe last cruise we took was approximately years (or more) agoLastly, besides the fact that company policies change all of the time (i.e., departure time requirements), the onus is on Cheap Cruises to inform their customers of sailing departure times; not really on a customers previous cruise experienceAgain, being an advocate for their customers.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. The cruiseline only refunded $28.50, $351.02, $189.50, $and $150.00.
Regards,
*** ***
June 8, Revdex.com Case Name: Mrs*** *** Complaint # *** To whom it may concern: We are in receipt of the rebuttal complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that our initial response did not meet with Mrs*** approval. We appreciate your patience as we revisit our review of this matter Mrs*** rebuttal claims that we "bait and switched" her regarding her expected $($per person) onboard creditAlthough we feel badly that the onboard credit was not applied to Mrs*** onboard account, the reason she did not receive it was due to her agent’s error in adding this onboard credit to her folio and invoiceThe agent erroneously included the onboard credit as the cruise fare under which Mrs*** purchased her 10th Anniversary cruise did not include such a promotionThe fact that it appeared on her confirmation invoice was a product of this errorThere was no intent or desire to provide Mrs*** with incorrect informationWe have taken steps to provide Mrs*** with the amount of the promised onboard credit, $(which was refunded to her credit card on file yesterday) and we do sincerely apologize that this unintentional error caused Mr& Mrs*** undue stress and concern during their most special occasion Although we cannot reimburse Mrs*** for expenses she incurred of her own accord over and above the promised $150, as a gesture of our concern for Mrs*** overall experience we would like to extend a $future travel discount to Mrs***, which may be applied toward her next cruise vacation confirmed with *** ***. Please note that this discount is valid until June 30, and is non-transferable, not redeemable for cash, and not valid for airline tickets. To redeem, Mrs*** may simply call *** and use reference # *** On behalf of *** ***, we appreciate this opportunity to once again address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us Sincerely, *** *** Customer Relations Specialist *** ***
Revdex.com Re: *** *** *** * *** To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met Mr***
expectations. Your patience has been appreciated during our review of this matter. Upon receipt of Mr*** complaint, American Airlines Cruises initiated an internal review of his travel folioAs you may be aware, we record some telephone calls for quality assuranceWe were able to locate the original booking call on May 31, During the call, Mr*** was properly advised that the $processing fee is non-refundable and that American Airlines Cruises would deduct a $fee in the event of cancellationMr*** elected to take advantage of our Advanced Deposit promotion, meaning the $cancellation cannot be waivedThis is specific to our Advanced Deposit promotionMr*** was then advised of Holland America’s cancellation policyThese terms and conditions were presented prior to collecting payment and to which Mr*** consentedThis information, along with pricing, was made available in the original confirmation email sent on May 31, American Airlines Cruises must list the port charges, taxes and fees separately, which differs from how the information is relayed when booking with any cruise line directly, although the total booking cost remains the sameThis is for internal accounting purposes only, and does not affect the cost of the bookingWe hope that Mr*** will accept our apologies for any inconvenience or confusion our reservation system may have caused and appreciate his understanding in the matterAs a gesture of our concern, we would like to extend a $future travel discount to Mr***This may be applied toward your next cruise confirmed with American Airlines CruisesPlease note that this discount is valid until September 30, and is non-transferable, not redeemable for cash, and not valid for hotel or airline tickets. To redeem, simply call *** and use reference #***On behalf of American Airlines Cruises, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. Sincerely, Customer Relations American Airlines Cruises
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. I only wish the resolution didn't take a Revdex.com and social media complaint to resolveOtherwise I'd still be out the owed amount
Regards,
*** ***
August 26, Revdex.com Re: Case # ***, Mr*** *** To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have
not met Mr*** expectations. We appreciate your patience, during our review of this matterUpon receipt of Mr*** complaint, *** initiated an internal review of his travel folio. The notes in Mr*** booking indicate that he cancelled his cruise on August 8, At the time of booking he was advised that if he cancelled at any time he would be assessed a $*** cancellation feeThis was reiterated in his confirmation invoice which was sent to him upon completion of his bookingUpon cancelling, he agreed to this $fee and was advised that the $could be used towards future travel with ***. On August 25, Mr*** called in to our Customer Care line and asked if the $cancellation fee could be waived based on his current health conditionHe was advised at that time that we would not be able to refund the cancellation fee but that the $could still be used towards a future trip. Upon further review, based on Mr***'s circumstances, *** has authorized a refund to Mr*** credit card on fileThis refund will be processed within 7-business days and will appear on Mr*** next credit card statementWe would also like to advise Mr*** that the $future travel discount will still be available to him should he be able to utilize it in the future, a circumstance we certainly hope and trust will be an optionIf Mr*** chooses to utilize the $future travel discount, he may contact me directly to implement it. On behalf of ***, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. Sincerely, *** *** Customer Relations *** ***, ext ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***
July 28, 2017Revdex.comCase Name: Mrs*** ***Complaint # *** To whom it may concern:We are in receipt of Mrs***’s complaintWe remain disappointed to learn of Mrs***’s dissatisfaction with our initial responseWe are pleased to address
her concerns once again.Since receiving Mrs***’s initial complaint, we spoke with our contact with Leisure Care (AON) and at this writing we have been told that Mrs*** will be reached out to in order to assist in filing her claimWe have taken the steps to ensure that Mrs*** is assisted to the best of our abilitiesUltimately it is her responsibility to file her claim and we trust Leisure Care will expeditiously provide her with the claim forms necessary to proceed.On behalf of Cruises.Com, we appreciate this opportunity to again address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. Sincerely,*** ***Customer Relations SpecialistCruises.Com
We have received your rebuttal to the decision that we will not be able to refund the cancellation penalties incurred due to having to cancel for not having the proper documentation, stating that our agent never advised you of the need to have a visa for Canada. I am sorry, Mr***, we will have to stand by this decisionAs stated before, our agent did ask you if you had checked that you had the correct documentation for the cruise, in which case you said, "yes"There was no mention on the agents end or yours, of an American visaOur agents are not authorized to advise on the specific documentation needed for travel, for ncitizensIt was also stated in your invoice, that you are responsible for making sure you have the correct documentationYou accepted this invoice the same day the reservations were made, at 11:30am est.We have reached out directly to the cruise line to see if there is anything they might be willing to doOnce I receive a response from them, I will forward it directly to you, Mr***.Sincerely,*** ***Customer Relations SpecialistDelta SkyMiles Cruises
To whom it may concern: We are in receipt of the complaint initiated by the above mentioned clientCustomer satisfaction is always our primary concern, so it is a disappointment to learn that we have not met Ms***’s expectationsWe appreciate your patience during our review of this matter
In specific reference to the $per person deposit being non-refundable, I have completed an internal reviewWhat I found is that when you booked this reservation online, it was under a non-refundable deposit rateThis information was noted where you would click “select” for that cabin category, just above the “Additional Bonus Offers” informationFurthermore, under the Terms and Conditions of the invoice that was emailed to you, there is additional information provided regarding cancellationFor example, the first line of those terms states, “Cancellation fees for certain promotional rates, are more severe than those listed on this invoice”Ms***, I do apologize for any confusion or frustrationIn this case, *** *** Line is in possession of the $total, non-refundable depositUnfortunately, we are unable to issue a refund for those fundsIf you would like for us to reach out to them on your behalf to see if they would be willing to make an exception, please feel free to contact us directly, and we will do our bestOn behalf of United Cruises, we appreciate the opportunity to address our clients concernsIf you have any further questions regarding your reservation, please do not hesitate to contact us directlySincerely, *** *** Customer Relations Specialist United Cruises
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I afraid Mr*** *** is wrong:My phone call to your company (800-278-4737) was placed on September at 12:a.m(duration of outgoing call minsec.)He supposed to know that all phone calls could be traced by any cell phone provider.P.S. If necessary I could send snapshots) of my phone's log
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The business has never tried to contact me as claimed or left any messages The issue is with an illegal bait and switch advertising I was unable to purchase from them for they would not honor the advertised price. Regards,
*** ***
Revdex.comCase Name: MrIgor ***Complaint # ***
To whom it may concern:We are in receipt of the second rebuttal complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern and it is a disappointment to learn that we have not met Mr***’s expectations. We appreciate your patience during our review of this matter. Upon receipt of Mr***’s complaint, CruisesOnly once again reviewed his travel folioAlthough not noted in hios booking, we did locate a call from Mr*** on September 18thDuring this call Mr*** told the customer Care Agent that he was unable to log in online at the Royal Caribbean website to do his pre-registration for his cruiseThe agent ascertained from him that he was using the CruisesOnly booking number and provided him with the Royal Caribbean reservation numberWhile Mr*** was getting online successfully, he commented to the agent that he was not happy about being required to pay gratuities and the agent advised him that he would need to take up this matter with the cruise line directly as CruisesOnly does not charge the gratuities, Royal Caribbean doesHe agreed and when successfully logged in to the Royal Caribbean website, Mr*** terminated the callThere was no discussion about any promotional tiems that may be provided by CruisesOnly.To reiterate, in reviewing Mr***’s reservation we found that he booked his cruise reservation online at our websiteAt the completion of his booking he was sent a confirmation invoice containing all of the details his upcoming cruise, including any and all promotional items applicable to his reservationHis promotional items would be listed under the heading of “Other Services and Optional Items”We did not find a $onboard credit in his invoice, only a $Future Travel Certificate for ReferralsWe once again express our regrets that Mr*** remains dissatisfiedAs a gesture of our concern we would like to extend a $future travel discount to you, which may be applied toward your next cruise vacation confirmed with CruisesOnly. Please note that this discount is valid until November 30, and is non-transferable, not redeemable for cash, and not valid for airline ticketsTo redeem, simply call 1-800-278-and use reference # ***On behalf of CruisesOnly, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact usSincerely, *** ***Customer Relations SpecialistCruisesOnly
January 25, 2017 Revdex.comRe: Mr*** *** #*** To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client; however, World Travel Holdings does not own or operate CRUISE.COMOur company manages CRUISES.COM,
which is not the same company or websiteWe apologize for the inconvenience, but we must direct his concerns to the appropriate agency On behalf of Cruises.com, we appreciate this opportunity to address our client’s concerns. If you have any further questions, please do not hesitate to contact us. We appreciate your understanding with this matter. Sincerely,*** ***Cruises.com
*** *** Complaint #*** To Whom It May Concern: I have spoken with Mr*** and we have received his check and he is now paid in full and does not want to cancel or a full refundI have sent and invoice to show him he has a zero balance. Kindly,***
***Customer Support
August 1, Revdex.com Case Name: Mrs*** *** Complaint # *** To whom it may concern: We are in receipt of the rebuttal complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern and it is a disappointment to learn that we have not met Mrs***’s expectations. We appreciate your patience during our review of this matter. Upon receipt of this complaint, Cruises.Com once again initiated an internal review of Mrs***’s concernsWe received information from Leisure Care (which is a third party provider of travel protection for Cruises.Com’s guests) regarding these guests. Leisure Care had the Claims Examiner speak with guest *** *** yesterday. The Claims Examiner confirmed her email address and sent the claim form to her once again. The email address they had was correct, so they’re not sure why the emails were not getting to her. They advised her yesterday to make sure she checks her Spam folder. The Claims Examiner also provided *** with his direct phone number in the event she still does not receive the claim forms. She has not called them back to date, so we trust that indicates that she has received the claim formsBased on this information, we believe we have satisfied Mrs***’s concernsOn behalf of Cruises.Com, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us Sincerely, *** *** Customer Relations Specialist Cruises.Com
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Not at any point, did Delta Skymiles cruises suggest that we needed Canadian visa. I said yes for the American visa. They misrepresented what was needed and I tried and called within 24 hours of reservation to cancel the trip and they wouldnt do it (as soon as I learnt about the Canadian visa). I am a gold member on Delta and they provide an excellent customer service but the Delta Skymiles cruises seem to only care about sales without informing their customers of the actual requirements. I called NCL and they said that Delta Skymiles Cruises should have informed us about the need to get the Canadian visa, which the Delta Skymiles cruises never did. As such, it is the fault of the company for misrepresenting what general documents and requirements are needed.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
As a consumer, your policy was not clear or transparent in your contract with me nor does it coincide with policy of most Cruiseline such as [redacted] who I frequent yearly. My question to your company, is what if the two or more equal payers do not agree with canceling the cruise what is the remedy? How can you deny me from stopping my automatic payments and refuse my refundas a equal who choose to not take the cruise. Is this then a forced cruise? Address to me, how legally your contract can override my rights as the lead person on the reservation and who military service the rate of the cruise is based on deny me cancelation. I do suggest in the future that if you say this is your policy that you make consumers verbally aware that parties that have you to divide the payment up are aware of your ridiculous policy before hand. I would like a response to my questions.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
The response provided by Mr*** does not resolve our issues or concernsMr*** states twice in his response that we booked flight reservations and then booked our cruise...that is incorrectI had used credit card points for the (initial) flights and though the cruise and the flight were booked on the same day, the cruise was booked firstI had to do it this way to make sure I was not wasting points on flying somewhere without having the actual trip bookedIf the phone recording with my wife states otherwise, and it may, I would honestly say this was inaccurate on my wife's part. Mr*** must realize that while he is citing recorded phone calls, what we see as the negligence on the part of Cheap Cruises and *** *** does not changeAt no point did *** verbally explain the requirement by the cruise line to board hours prior to sailing time (and Mr*** knows this based on his response)I believe that we both agree this information was included in the page invoice, but as stated in my complaint, a requirement such as this, which can have dire consequences on the success of the vacation plans, should not be buried on page of in small print 2/3rds of the way down the pageSuch business practices echo the unscrupulous actions of mortgage companies during the financial crises when unexpecting customers would come to the closing table and to their surprise, be obligated to pay additional closing costs, the information for which was deeply buried somewhere in multi-page documentsIt would have been the job of the loan officer, like it is the job of a travel consultant, to be an advocate for the customer, to guide them and make sure they understand at least the most critical elements of the trancaction A reputable business with sound customer service & sales practices, would be sure to have critical information like this on page in bold as well as verbally inform their customers to insure both a successful vacation product as well as a positive experience for those customers.Furthermore, Mr*** points out that we had taken other cruises beforeYes this is true but what is the point? If he is implying that we should have known about the departure time, that is an absurd accusationThe last cruise we took was approximately years (or more) agoLastly, besides the fact that company policies change all of the time (i.e., departure time requirements), the onus is on Cheap Cruises to inform their customers of sailing departure times; not really on a customers previous cruise experienceAgain, being an advocate for their customers.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below. The cruiseline only refunded $28.50, $351.02, $189.50, $and $150.00.
Regards,
*** ***
June 8, Revdex.com Case Name: Mrs*** *** Complaint # *** To whom it may concern: We are in receipt of the rebuttal complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that our initial response did not meet with Mrs*** approval. We appreciate your patience as we revisit our review of this matter Mrs*** rebuttal claims that we "bait and switched" her regarding her expected $($per person) onboard creditAlthough we feel badly that the onboard credit was not applied to Mrs*** onboard account, the reason she did not receive it was due to her agent’s error in adding this onboard credit to her folio and invoiceThe agent erroneously included the onboard credit as the cruise fare under which Mrs*** purchased her 10th Anniversary cruise did not include such a promotionThe fact that it appeared on her confirmation invoice was a product of this errorThere was no intent or desire to provide Mrs*** with incorrect informationWe have taken steps to provide Mrs*** with the amount of the promised onboard credit, $(which was refunded to her credit card on file yesterday) and we do sincerely apologize that this unintentional error caused Mr& Mrs*** undue stress and concern during their most special occasion Although we cannot reimburse Mrs*** for expenses she incurred of her own accord over and above the promised $150, as a gesture of our concern for Mrs*** overall experience we would like to extend a $future travel discount to Mrs***, which may be applied toward her next cruise vacation confirmed with *** ***. Please note that this discount is valid until June 30, and is non-transferable, not redeemable for cash, and not valid for airline tickets. To redeem, Mrs*** may simply call *** and use reference # *** On behalf of *** ***, we appreciate this opportunity to once again address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us Sincerely, *** *** Customer Relations Specialist *** ***
Revdex.com Re: *** *** *** * *** To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met Mr***
expectations. Your patience has been appreciated during our review of this matter. Upon receipt of Mr*** complaint, American Airlines Cruises initiated an internal review of his travel folioAs you may be aware, we record some telephone calls for quality assuranceWe were able to locate the original booking call on May 31, During the call, Mr*** was properly advised that the $processing fee is non-refundable and that American Airlines Cruises would deduct a $fee in the event of cancellationMr*** elected to take advantage of our Advanced Deposit promotion, meaning the $cancellation cannot be waivedThis is specific to our Advanced Deposit promotionMr*** was then advised of Holland America’s cancellation policyThese terms and conditions were presented prior to collecting payment and to which Mr*** consentedThis information, along with pricing, was made available in the original confirmation email sent on May 31, American Airlines Cruises must list the port charges, taxes and fees separately, which differs from how the information is relayed when booking with any cruise line directly, although the total booking cost remains the sameThis is for internal accounting purposes only, and does not affect the cost of the bookingWe hope that Mr*** will accept our apologies for any inconvenience or confusion our reservation system may have caused and appreciate his understanding in the matterAs a gesture of our concern, we would like to extend a $future travel discount to Mr***This may be applied toward your next cruise confirmed with American Airlines CruisesPlease note that this discount is valid until September 30, and is non-transferable, not redeemable for cash, and not valid for hotel or airline tickets. To redeem, simply call *** and use reference #***On behalf of American Airlines Cruises, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. Sincerely, Customer Relations American Airlines Cruises
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved. I only wish the resolution didn't take a Revdex.com and social media complaint to resolveOtherwise I'd still be out the owed amount
Regards,
*** ***
August 26, Revdex.com Re: Case # ***, Mr*** *** To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have
not met Mr*** expectations. We appreciate your patience, during our review of this matterUpon receipt of Mr*** complaint, *** initiated an internal review of his travel folio. The notes in Mr*** booking indicate that he cancelled his cruise on August 8, At the time of booking he was advised that if he cancelled at any time he would be assessed a $*** cancellation feeThis was reiterated in his confirmation invoice which was sent to him upon completion of his bookingUpon cancelling, he agreed to this $fee and was advised that the $could be used towards future travel with ***. On August 25, Mr*** called in to our Customer Care line and asked if the $cancellation fee could be waived based on his current health conditionHe was advised at that time that we would not be able to refund the cancellation fee but that the $could still be used towards a future trip. Upon further review, based on Mr***'s circumstances, *** has authorized a refund to Mr*** credit card on fileThis refund will be processed within 7-business days and will appear on Mr*** next credit card statementWe would also like to advise Mr*** that the $future travel discount will still be available to him should he be able to utilize it in the future, a circumstance we certainly hope and trust will be an optionIf Mr*** chooses to utilize the $future travel discount, he may contact me directly to implement it. On behalf of ***, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. Sincerely, *** *** Customer Relations *** ***, ext ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
Regards,
*** ***
July 28, 2017Revdex.comCase Name: Mrs*** ***Complaint # *** To whom it may concern:We are in receipt of Mrs***’s complaintWe remain disappointed to learn of Mrs***’s dissatisfaction with our initial responseWe are pleased to address
her concerns once again.Since receiving Mrs***’s initial complaint, we spoke with our contact with Leisure Care (AON) and at this writing we have been told that Mrs*** will be reached out to in order to assist in filing her claimWe have taken the steps to ensure that Mrs*** is assisted to the best of our abilitiesUltimately it is her responsibility to file her claim and we trust Leisure Care will expeditiously provide her with the claim forms necessary to proceed.On behalf of Cruises.Com, we appreciate this opportunity to again address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. Sincerely,*** ***Customer Relations SpecialistCruises.Com
We have received your rebuttal to the decision that we will not be able to refund the cancellation penalties incurred due to having to cancel for not having the proper documentation, stating that our agent never advised you of the need to have a visa for Canada. I am sorry, Mr***, we will have to stand by this decisionAs stated before, our agent did ask you if you had checked that you had the correct documentation for the cruise, in which case you said, "yes"There was no mention on the agents end or yours, of an American visaOur agents are not authorized to advise on the specific documentation needed for travel, for ncitizensIt was also stated in your invoice, that you are responsible for making sure you have the correct documentationYou accepted this invoice the same day the reservations were made, at 11:30am est.We have reached out directly to the cruise line to see if there is anything they might be willing to doOnce I receive a response from them, I will forward it directly to you, Mr***.Sincerely,*** ***Customer Relations SpecialistDelta SkyMiles Cruises
To whom it may concern: We are in receipt of the complaint initiated by the above mentioned clientCustomer satisfaction is always our primary concern, so it is a disappointment to learn that we have not met Ms***’s expectationsWe appreciate your patience during our review of this matter
In specific reference to the $per person deposit being non-refundable, I have completed an internal reviewWhat I found is that when you booked this reservation online, it was under a non-refundable deposit rateThis information was noted where you would click “select” for that cabin category, just above the “Additional Bonus Offers” informationFurthermore, under the Terms and Conditions of the invoice that was emailed to you, there is additional information provided regarding cancellationFor example, the first line of those terms states, “Cancellation fees for certain promotional rates, are more severe than those listed on this invoice”Ms***, I do apologize for any confusion or frustrationIn this case, *** *** Line is in possession of the $total, non-refundable depositUnfortunately, we are unable to issue a refund for those fundsIf you would like for us to reach out to them on your behalf to see if they would be willing to make an exception, please feel free to contact us directly, and we will do our bestOn behalf of United Cruises, we appreciate the opportunity to address our clients concernsIf you have any further questions regarding your reservation, please do not hesitate to contact us directlySincerely, *** *** Customer Relations Specialist United Cruises
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I afraid Mr*** *** is wrong:My phone call to your company (800-278-4737) was placed on September at 12:a.m(duration of outgoing call minsec.)He supposed to know that all phone calls could be traced by any cell phone provider.P.S. If necessary I could send snapshots) of my phone's log
Regards,
*** ***
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The business has never tried to contact me as claimed or left any messages The issue is with an illegal bait and switch advertising I was unable to purchase from them for they would not honor the advertised price. Regards,
*** ***
Revdex.comCase Name: MrIgor ***Complaint # ***
To whom it may concern:We are in receipt of the second rebuttal complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern and it is a disappointment to learn that we have not met Mr***’s expectations. We appreciate your patience during our review of this matter. Upon receipt of Mr***’s complaint, CruisesOnly once again reviewed his travel folioAlthough not noted in hios booking, we did locate a call from Mr*** on September 18thDuring this call Mr*** told the customer Care Agent that he was unable to log in online at the Royal Caribbean website to do his pre-registration for his cruiseThe agent ascertained from him that he was using the CruisesOnly booking number and provided him with the Royal Caribbean reservation numberWhile Mr*** was getting online successfully, he commented to the agent that he was not happy about being required to pay gratuities and the agent advised him that he would need to take up this matter with the cruise line directly as CruisesOnly does not charge the gratuities, Royal Caribbean doesHe agreed and when successfully logged in to the Royal Caribbean website, Mr*** terminated the callThere was no discussion about any promotional tiems that may be provided by CruisesOnly.To reiterate, in reviewing Mr***’s reservation we found that he booked his cruise reservation online at our websiteAt the completion of his booking he was sent a confirmation invoice containing all of the details his upcoming cruise, including any and all promotional items applicable to his reservationHis promotional items would be listed under the heading of “Other Services and Optional Items”We did not find a $onboard credit in his invoice, only a $Future Travel Certificate for ReferralsWe once again express our regrets that Mr*** remains dissatisfiedAs a gesture of our concern we would like to extend a $future travel discount to you, which may be applied toward your next cruise vacation confirmed with CruisesOnly. Please note that this discount is valid until November 30, and is non-transferable, not redeemable for cash, and not valid for airline ticketsTo redeem, simply call 1-800-278-and use reference # ***On behalf of CruisesOnly, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact usSincerely, *** ***Customer Relations SpecialistCruisesOnly
January 25, 2017 Revdex.comRe: Mr*** *** #*** To whom it may concern: We are in receipt of the complaint initiated by the above-mentioned client; however, World Travel Holdings does not own or operate CRUISE.COMOur company manages CRUISES.COM,
which is not the same company or websiteWe apologize for the inconvenience, but we must direct his concerns to the appropriate agency On behalf of Cruises.com, we appreciate this opportunity to address our client’s concerns. If you have any further questions, please do not hesitate to contact us. We appreciate your understanding with this matter. Sincerely,*** ***Cruises.com
*** *** Complaint #*** To Whom It May Concern: I have spoken with Mr*** and we have received his check and he is now paid in full and does not want to cancel or a full refundI have sent and invoice to show him he has a zero balance. Kindly,***
***Customer Support
August 1, Revdex.com Case Name: Mrs*** *** Complaint # *** To whom it may concern: We are in receipt of the rebuttal complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern and it is a disappointment to learn that we have not met Mrs***’s expectations. We appreciate your patience during our review of this matter. Upon receipt of this complaint, Cruises.Com once again initiated an internal review of Mrs***’s concernsWe received information from Leisure Care (which is a third party provider of travel protection for Cruises.Com’s guests) regarding these guests. Leisure Care had the Claims Examiner speak with guest *** *** yesterday. The Claims Examiner confirmed her email address and sent the claim form to her once again. The email address they had was correct, so they’re not sure why the emails were not getting to her. They advised her yesterday to make sure she checks her Spam folder. The Claims Examiner also provided *** with his direct phone number in the event she still does not receive the claim forms. She has not called them back to date, so we trust that indicates that she has received the claim formsBased on this information, we believe we have satisfied Mrs***’s concernsOn behalf of Cruises.Com, we appreciate this opportunity to address our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us Sincerely, *** *** Customer Relations Specialist Cruises.Com
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Not at any point, did Delta Skymiles cruises suggest that we needed Canadian visa. I said yes for the American visa. They misrepresented what was needed and I tried and called within 24 hours of reservation to cancel the trip and they wouldnt do it (as soon as I learnt about the Canadian visa). I am a gold member on Delta and they provide an excellent customer service but the Delta Skymiles cruises seem to only care about sales without informing their customers of the actual requirements. I called NCL and they said that Delta Skymiles Cruises should have informed us about the need to get the Canadian visa, which the Delta Skymiles cruises never did. As such, it is the fault of the company for misrepresenting what general documents and requirements are needed.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
As a consumer, your policy was not clear or transparent in your contract with me nor does it coincide with policy of most Cruiseline such as [redacted] who I frequent yearly. My question to your company, is what if the two or more equal payers do not agree with canceling the cruise what is the remedy? How can you deny me from stopping my automatic payments and refuse my refundas a equal who choose to not take the cruise. Is this then a forced cruise? Address to me, how legally your contract can override my rights as the lead person on the reservation and who military service the rate of the cruise is based on deny me cancelation. I do suggest in the future that if you say this is your policy that you make consumers verbally aware that parties that have you to divide the payment up are aware of your ridiculous policy before hand. I would like a response to my questions.
Regards,
[redacted]