January 25, 2016Revdex.comCase Name: Mr. [redacted]Complaint # [redacted]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. [redacted]’s expectations. We appreciate your patience during our review of this matter. Upon receipt of Mr. [redacted]’s complaint, Cruises.Com initiated an internal review of his travel folio. What Mr. [redacted] wrote in his complaint concurs with the entries in his booking, that he called in and spoke with [redacted] about his onboard credit and [redacted] advised him accurately, according to the notes in his booking. We took our research one step further and found the booking phone conversation between Mr. [redacted] and his booking agent [redacted]. During their conversation, [redacted] confirmed that Mr. [redacted] would be receiving a $200 onboard credit from [redacted] and an additional $100 onboard credit to go towards shore excursions. Based on this information, we have authorized a $100 refund to Mr. [redacted]’s credit card on file. This refund will be processed within 7-10 business days and will appear on Mr. [redacted]’s next credit card statement. Please convey our sincere apologies to Mr. [redacted] for any frustration or consternation this may have caused.On 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,[redacted]Customer Relations SpecialistCruises.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]. I purchased the leisure care (travel insurance) on your agents recommendation. With her assurance the purchase was made in good faith on my part. How can I file a claim if I cant even get a claim form? It appears Leisure care and cruises.com are both subsidararies under the same umbrella company, World travel Holdings Inc. are you selling fraudulent products?
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] Please add your rejection comments below.
First, I not terminated a phone call… the phone was disconnected; if somebody has [redacted] you will understand me… Second, according to Mr. [redacted] I did dialed a Customer Service number, so as I said before, he was mistaken. Third, I briefly asked a company representative about onboard credit from CruisesOnly or Royal Caribbean and he confirmed a $50!Regards,
[redacted]
Revdex.com:
Thank you very much for getting this resolved.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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
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]. Please add your rejection comments below.
As of yesterday, I have requested a copy of the tape transcription made in February (2 calls) in regards to adding a party to both cruises. As of yesterday, I was told that I would only receive a refund of $1350 and that I was to forego almost $1k. I told them I would gladly pay the $100 cancellation fee if I was receiving a full refund minus that $100, but at no time did they tell me that is what occurred. If I am receiving a refund of the $2200, I would gladly accept this proposal and would be happy to pay the $100 cancellation fee. Considering that is all I requested was to be able to add a person in this room or cancel with a full refund, it seems silly that I would not accept that. However, NO ONE has offered that to me. If they respond to this stating I am getting the $2200 back for the cruise, I will accept.
Regards,
[redacted]
January 16, 2017 Revdex.com Re: Mr. [redacted] #[redacted] 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. [redacted]’s expectations. We appreciate your patience during our review of this matter. Upon receipt of the complaint, CruisesOnly initiated an internal review of Mr. [redacted]’s travel folio. Our records indicate that he booked the initial reservation via our website on January 13, 2017. We followed the booking path that Mr. [redacted] took when reserving the cruise, during which the terms and conditions are displayed and must be accepted prior to confirmation and payment. This includes any cancellation penalties from both [redacted] and CruisesOnly. CruisesOnly does assess a processing fee of $24.99 per reservation. CruisesOnly also has a cancellation fee of $100.00 per reservation. The information was also made available to Mr. [redacted] in the original confirmation email sent on January 13, 2017; however, we apologize for the difficulties he encountered while booking and during the subsequent cancellation of each reservation. It is never our intention to mislead our guests in any way. As an exception and gesture of our concern, we will refund the cancellation fees ($100 x 2) and processing fees ($24.99 x 2) totaling $249.98. Please allow 1-2 billing cycles for record of the transactions to post to Mr. [redacted]’s monthly online/paper billing statement. 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 us. We appreciate your patience and understanding with this matter. Sincerely, [redacted]Customer Relations CruisesOnly
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]. Please add your rejection comments below. As a foreigner, I am appreciated of Revdex.com's help, you are my life-saving straw. I can get the agent's reply so quickly without your help. However, I cannot accept the explanation of World Travel Holdings. There are three reasons as follows.1. Default of World Travel HoldingsI am a Chinese and my family never had cruise experience, so when I wanted to book a cruise, I checked the information on [redacted], and then I chose the [redacted] as my favorite. I booked the cruise on Jan.13, 2016. In my opinion, I just had a contract with [redacted]. Until then, I didn't know the agent of World Travel Holdings, because I found they charged me $220.99 from my credit card. On Jan.14, 2016, I found the deduction of credit card was not finished. So I contacted the phone number from [redacted]. They just told me I had different address of [redacted] card, so I needed to check the address. We moved to Fort Pierce from Gainesville, FL. in January, 2016. The address was changed, so they charged me another $2236 on Jan.14, 2016. World Travel Holdings didn't give me any suggestion or rules about the cruise, they only care about whether the charge was finished. 2. $868.00 cancellation penalty.Firstly, I don't want to cancel the cruise. Until now, I wish to take the cruise. [redacted] and World Travel Holdings all said I cannot board the ship on Mar.6, 2016 because of my expired [redacted], so the agent of World Travel Holdings suggested me to cancel the cruise line. Secondly, $868.00 is a huge money for us and our life will be affected. However, I meet the automatic re-validation rule from CBP, I have a J1 [redacted] as a visiting scholar. The responsibility of cancellation is not mine, the $868.00 penalty is illegal and unreasonable. From U.S. Customs and Border Protection website, or "Carrier information guide United States Documentary Requirements for Travel" May 2014, on Page 21: F. AUTOMATIC REVALIDATION Visitors (and accompanying spouses and/or children) whose [redacted]s have expired may be boarded provided they meet the following requirements: • Arriving from Canada or Mexico • Absent from the United States in Canada or Mexico for 30 days or fewer • In possession of an endorsed Form I-94 showing an unexpired period of initial admission or extension of stay • In possession of a passport • Have not applied for a new U.S. [redacted] while abroad • Have changed or maintained same visitor status (22 CFR 41.112(d)) Students and exchange visitors holding [redacted]s in the F and J categories must meet all of the following to qualify for automatic revalidation: • Arriving from Canada, Mexico or adjacent islands (except Cuba) • Absent from the United • Have not applied for a new U.S. [redacted] while abroad • Have changed or maintained same visitor status (22 CFR 41.112(d)) Students and exchange visitors holding [redacted]s in the F and J categories must meet all of the following to qualify for automatic revalidation: • Arriving from Canada, Mexico or adjacent islands (except Cuba) • Absent from the United States in Canada, Mexico or adjacent islands for 30 days or fewer • In possession of certificate of eligibility, Form I-20 for F-1, or Form DS-2019 for J-1 • In possession of an endorsed Form I-94 showing an unexpired period of initial admission or extension of stay • In possession of a passport • Have not applied for a new U.S. [redacted] while abroad • Have changed or maintained same visitor status (22 CFR 41.112(d)) 3. $100.00 future travel discount next cruise confirmed with [redacted], valid until January 31, 2017.I don’t want this discount, I am not a US resident and I will come back China soon. And because my expired [redacted], the discount is useless. I need more money to book a cruise in January or February, 2016. So, I need cash compensation or the same line [redacted].
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]. Please add your rejection comments below.
I am rejecting this because [redacted] called [redacted] Cruises when I booked this cruise and talked to them about the situation of us being in the process of adopting. Based on that conversation I was told my booking agent that they would place us in a room that held 3 people and when the paperwork had been filed we could add her to our room. That is the issue- we were told our room we booked had accomodations for a 3rd person. When we called to add her, we were told that was not the case. That is the reason the cost is so high to add her because we have to completely change rooms. [redacted] should be held liable for telling a customer that they were in room particular type of room when it is now clear that we are not in that type of room. I had no prior knowledge of this until this situation arised.
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]. Please add your rejection comments below. The company needs to update their process so the customer receives in writing (electronic or mail) indicating they booked an Early Saver cruise. All electronic information I have received about the cruise did not indicate it was an Early Saver. After speaking to a couple of reps about the issue and so frustrated, we finally caved and stayed with our existing sail date with a better room so we did not lose out on the deposit. There was another carnival cruise that was more than double the price for the following year and it had the desired room. Plus there was another cruise this year for more than double the price with a different cruise line with a desired room. We were told we lose our deposit if we changed to either of these. In the end, we did not get what we wanted. We settled.Regards,[redacted]
May 29, 2015 Revdex.comComplaint # [redacted]Re: [redacted] 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. [redacted]’s expectations. We appreciate your patience, during our review of this matter. Upon receipt of Mr. [redacted]’s complaint, Cruises Only initiated an internal review of his travel folio. Upon making the reservation the guests were advised they would receive a refund post travel. That refund would come from [redacted]. Mr. [redacted]’s booking agent has spoken with [redacted] and they have advised that a refund will be issued on June 6, 2015. Once that refund has been issued by [redacted], Mr. [redacted] will see the requested refund amount back on his [redacted] card within 5-7 business days of that date. In addition, Mr. [redacted]’s booking agent has sent an email to all payers from their group that will be receiving refunds. The same information provided above stating they will receive refunds and the time frame as to when those refunds will be processed and post their respective accounts have been included in this email. On behalf of Cruises Only, 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. We appreciate your patience and understanding with this matter. Sincerely, [redacted]Customer Relations SpecialistCruises Only
May 26, 2015 Revdex.com Re: Case # [redacted], Mr. [redacted] 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. [redacted]’s expectations. We appreciate your patience, during our review of this matter. Upon receipt of Mr. [redacted]’s complaint, [redacted] Cruises initiated an internal review of his travel folio. When Mr. [redacted] purchased his cruise on January 30, 2015, his Vacation Consultant [redacted] recapped the details of his planned cruise vacation, including all penalties and fees applicable to his booking from the cruise line. However, [redacted] did not advise Mr. [redacted] verbally of the $100 cancellation fee assessed by [redacted] Cruises. Although this information is detailed in the confirmation invoice sent to Mr. [redacted] following the completion of his cruise booking, we sincerely regret that [redacted] did not verbally inform Mr. [redacted] of this fee. Please convey our most sincere apologies for this inadvertent oversight. As a result of our research, adhering to Mr. [redacted]’s request, we would like to offer him a $125 future travel discount which may be applied toward his next vacation confirmed with [redacted] Cruises. Please note that this discount is valid until May 31, 2016 and is non-transferable, not redeemable for cash, and not valid for airline tickets. To redeem, he may simply call ###-###-#### and use reference # [redacted]. On behalf of [redacted] 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, [redacted]Customer Relations[redacted] Cruises
January 24, 2017 Revdex.com Case Name: Mr. [redacted] Complaint # [redacted] 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 Mr. [redacted]’s expectations. We are pleased to revisit their concerns at this time. While we still do feel badly for their experience, CheapCruises.Com did compensate Mr. [redacted] for the difficulties they experienced, as noted in our previous response. Our goal in reviewing phone calls is to learn what actually transpired and to respond accordingly. Mr. [redacted] dismisses our findings that the [redacted]s purchased their air tickets prior to their purchasing the cruise and that the [redacted]s’ air tickets were changed at the last minute by the air carrier they chose independently, both actions being totally beyond our control. We are sorry that the [redacted]s feel that the information provided in our confirmation invoice is presented in a manner that they feel is an impediment to their learning all of the details of their cruise. That being said, to reiterate, contained in the invoice is the specific verbiage describing the need for guests to arrive no later than 2 hours prior to the scheduled departure time. The invoice was marked as read and accepted by the [redacted]s on July 25, 2017. In addition to the information above, the invoice also includes the specific itinerary times and many other important details. Although we took some responsibility for the lack of verbal communication, the guests, according to Mrs. [redacted] had already purchased the air portion of their trip prior to securing their cruise reservation and, according to Mr. [redacted], their flight schedule had a change in status a few days before their cruise that prompted him to call us to add transfers. The guests also accepted the above noted compensation prior to their sailing. Based on this information, we again respectfully decline to offer any further compensation. On behalf of CheapCruises.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, [redacted] Customer Relations Specialist CheapCruises.Com
September 29, 2017 Revdex.com Case Name: Mr. [redacted] Complaint # [redacted] 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. [redacted]’ expectations. We appreciate your patience during our review of this matter. In specific reference to the items in Mr. [redacted]’ complaint, the cruise fare total was $1228 ($614 per person). That was for the base cruise fare. The amount of $570 was for the total port charges ($175 per person) and taxes ($110 per person). The total price for their cruise, $1228 plus $570 equaled $1798. [redacted] Cruises listed the breakdown of pricing as $1578 ($789 per person) and $220 ($110 per person) for taxes for a total of $1798. There is no intent to deceive our customers in any way. We simply display our pricing differently than [redacted] Cruises. The total price is exactly the same for both CheapCruises.Com and [redacted] Cruises. We hope Mr. [redacted] will accept our apologies for any frustration this may have caused him prior to travel. Regarding the cancellation policy, as Mr. [redacted] was advised at the time of booking, as he booked within a month of the sail date, he was in 100% penalty with the cruise line. Additionally, Mr. [redacted] was advised of CheapCruises.Com’s cancellation policy which entails a $100 cancellation fee. All of the cancellation information is also detailed in the confirmation invoice sent to Mr. [redacted] upon securing his reservation. On behalf of CheapCruises.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, [redacted] Customer Relations Specialist CheapCruises.Com
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
May 18,2016Revdex.comComplaint # [redacted]Re: [redacted]Daytime Phone: [redacted]E-mail: [redacted]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. [redacted] approval.On May 8, 2016 Mrs. [redacted] called into our offices and canceled her cruise vacation. Mrs. [redacted] was advised at that time the cruise line would hold $934.00 for penalty for cancel, Mrs. [redacted] advised our agent to cancel the booking. We have no control over cruise line penalties and must abide by their terms and conditions and also if the customer asks us to cancel a booking we must do so after informing them of the penalty. On behalf of Cheap Cruises, we appreciate this opportunity to revisit our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. [redacted]Customer Support
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Although we still have a bad taste in our mouths about this matter. We do realize mistakes do happen and appreciate the effort made to resolve this. I guess we will just have to go on another cruise.
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]. .
FIRST: [redacted] OFFER THE CRUISE FOR $789.00 AND CHEAP CRUISES OFFER THE SAME CRUISE FOR $614.00 AND ON THE BOTTOM LINE CHEAP CRUISES END UP WITH THE SAME PRICE THAN [redacted], PLUS THE PROCESSING FEE, WHICH MAKE IT WORST, HOW IS THAT POSSIBLE? FALSE ADVERTISING!SECOND:CHEAP CRUISES :The amount of $570 was for the total port charges ($175 per person) and taxes ($110 per person)[redacted] : The amount of $220 was for the total port charges and taxes (TOTAL $110 per person) WHY THE DIFFERENCE? TAXES ARE SET BY GOVERNMENT.THIRD: IM NOT TRYING TO CANCEL THE CRUISE BOOKING, IM JUST MAKING SURE THAT IM NOT THE VICTIM OF FALSE ADVERTISING!PEOPLE NEED TO KNOW OF TRICKY TACTICS LIKE THIS. WE JUST WANT TO BE ABLE TO GO AWAY FOR A COUPLE OF DAYS AFTER WORKING HARD ALL OF OUR LIVES, THEN THIS. PLEASE.WE WILL APECIATE YOUR SUPPORT IN THE ISSUE.Regards,[redacted]
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, so it is a disappointment to learn that we have not met Mr. [redacted]’s expectations. We appreciate your patience during our review of this matter....
We have reviewed your reservation in specific reference to the $100 cancel fee, and the non-refundable processing fee of $24.99. Under the “Terms and Conditions” of our website, it does state that, “If cancellation of certain reservations is requested less than 24 hours from the time of purchase and meets all the requirements below, [redacted].com will offer you the option of a refund to the original form of payment or retain a credit to be used towards a future purchase. Only reservations that qualify for the Deposit Program will be refundable within the first 24 hours of purchase. 'Non-Refundable' and 'Deal of the Day' rooms do not qualify”. This particular portion is specifically talking about any money paid towards the reservation at the time it was booked, not the cancellation fee. Further down, it does state that "we do charge a $100 administrative fee for all cancellations”. Furthermore, it does also state that the processing fee of $24.99 is non-refundable. I see that one of our agents did give you a call to advise that we would offer the $100 cancellation fee towards a new cruise valid for one year from the date of cancellation, and can be applied to the balance of the cruise. Instead of this and as a one-time courtesy, we will go ahead and refund the $100 cancellation fee that was charged, but unfortunately the $24.99 processing fee that was paid, is non-refundable. You will see the $100 back to your original form of payment, within 3 to 10 business days, depending on your banks policy. Mr. [redacted], we do apologize for any confusion or frustration this has caused. On behalf of Cheap Caribbean Cruises, we appreciate the opportunity to address our clients concerns. If you have any further questions regarding your reservation, please do not hesitate to contact us directly. Sincerely, [redacted] Customer Relations Specialist Cheap Caribbean Cruises
January 25, 2016Revdex.comCase Name: Mr. [redacted]Complaint # [redacted]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. [redacted]’s expectations. We appreciate your patience during our review of this matter. Upon receipt of Mr. [redacted]’s complaint, Cruises.Com initiated an internal review of his travel folio. What Mr. [redacted] wrote in his complaint concurs with the entries in his booking, that he called in and spoke with [redacted] about his onboard credit and [redacted] advised him accurately, according to the notes in his booking. We took our research one step further and found the booking phone conversation between Mr. [redacted] and his booking agent [redacted]. During their conversation, [redacted] confirmed that Mr. [redacted] would be receiving a $200 onboard credit from [redacted] and an additional $100 onboard credit to go towards shore excursions. Based on this information, we have authorized a $100 refund to Mr. [redacted]’s credit card on file. This refund will be processed within 7-10 business days and will appear on Mr. [redacted]’s next credit card statement. Please convey our sincere apologies to Mr. [redacted] for any frustration or consternation this may have caused.On 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,[redacted]Customer Relations SpecialistCruises.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]. I purchased the leisure care (travel insurance) on your agents recommendation. With her assurance the purchase was made in good faith on my part. How can I file a claim if I cant even get a claim form? It appears Leisure care and cruises.com are both subsidararies under the same umbrella company, World travel Holdings Inc. are you selling fraudulent products?
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] Please add your rejection comments below.
First, I not terminated a phone call… the phone was disconnected; if somebody has [redacted] you will understand me… Second, according to Mr. [redacted] I did dialed a Customer Service number, so as I said before, he was mistaken. Third, I briefly asked a company representative about onboard credit from CruisesOnly or Royal Caribbean and he confirmed a $50!Regards,
[redacted]
Revdex.com:
Thank you very much for getting this resolved.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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
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]. Please add your rejection comments below.
As of yesterday, I have requested a copy of the tape transcription made in February (2 calls) in regards to adding a party to both cruises. As of yesterday, I was told that I would only receive a refund of $1350 and that I was to forego almost $1k. I told them I would gladly pay the $100 cancellation fee if I was receiving a full refund minus that $100, but at no time did they tell me that is what occurred. If I am receiving a refund of the $2200, I would gladly accept this proposal and would be happy to pay the $100 cancellation fee. Considering that is all I requested was to be able to add a person in this room or cancel with a full refund, it seems silly that I would not accept that. However, NO ONE has offered that to me. If they respond to this stating I am getting the $2200 back for the cruise, I will accept.
Regards,
[redacted]
January 16, 2017 Revdex.com Re: Mr. [redacted] #[redacted] 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. [redacted]’s expectations. We appreciate your patience during our review of this matter. Upon receipt of the complaint, CruisesOnly initiated an internal review of Mr. [redacted]’s travel folio. Our records indicate that he booked the initial reservation via our website on January 13, 2017. We followed the booking path that Mr. [redacted] took when reserving the cruise, during which the terms and conditions are displayed and must be accepted prior to confirmation and payment. This includes any cancellation penalties from both [redacted] and CruisesOnly. CruisesOnly does assess a processing fee of $24.99 per reservation. CruisesOnly also has a cancellation fee of $100.00 per reservation. The information was also made available to Mr. [redacted] in the original confirmation email sent on January 13, 2017; however, we apologize for the difficulties he encountered while booking and during the subsequent cancellation of each reservation. It is never our intention to mislead our guests in any way. As an exception and gesture of our concern, we will refund the cancellation fees ($100 x 2) and processing fees ($24.99 x 2) totaling $249.98. Please allow 1-2 billing cycles for record of the transactions to post to Mr. [redacted]’s monthly online/paper billing statement. 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 us. We appreciate your patience and understanding with this matter. Sincerely, [redacted]Customer Relations CruisesOnly
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]. Please add your rejection comments below. As a foreigner, I am appreciated of Revdex.com's help, you are my life-saving straw. I can get the agent's reply so quickly without your help. However, I cannot accept the explanation of World Travel Holdings. There are three reasons as follows.1. Default of World Travel HoldingsI am a Chinese and my family never had cruise experience, so when I wanted to book a cruise, I checked the information on [redacted], and then I chose the [redacted] as my favorite. I booked the cruise on Jan.13, 2016. In my opinion, I just had a contract with [redacted]. Until then, I didn't know the agent of World Travel Holdings, because I found they charged me $220.99 from my credit card. On Jan.14, 2016, I found the deduction of credit card was not finished. So I contacted the phone number from [redacted]. They just told me I had different address of [redacted] card, so I needed to check the address. We moved to Fort Pierce from Gainesville, FL. in January, 2016. The address was changed, so they charged me another $2236 on Jan.14, 2016. World Travel Holdings didn't give me any suggestion or rules about the cruise, they only care about whether the charge was finished. 2. $868.00 cancellation penalty.Firstly, I don't want to cancel the cruise. Until now, I wish to take the cruise. [redacted] and World Travel Holdings all said I cannot board the ship on Mar.6, 2016 because of my expired [redacted], so the agent of World Travel Holdings suggested me to cancel the cruise line. Secondly, $868.00 is a huge money for us and our life will be affected. However, I meet the automatic re-validation rule from CBP, I have a J1 [redacted] as a visiting scholar. The responsibility of cancellation is not mine, the $868.00 penalty is illegal and unreasonable. From U.S. Customs and Border Protection website, or "Carrier information guide United States Documentary Requirements for Travel" May 2014, on Page 21: F. AUTOMATIC REVALIDATION Visitors (and accompanying spouses and/or children) whose [redacted]s have expired may be boarded provided they meet the following requirements: • Arriving from Canada or Mexico • Absent from the United States in Canada or Mexico for 30 days or fewer • In possession of an endorsed Form I-94 showing an unexpired period of initial admission or extension of stay • In possession of a passport • Have not applied for a new U.S. [redacted] while abroad • Have changed or maintained same visitor status (22 CFR 41.112(d)) Students and exchange visitors holding [redacted]s in the F and J categories must meet all of the following to qualify for automatic revalidation: • Arriving from Canada, Mexico or adjacent islands (except Cuba) • Absent from the United • Have not applied for a new U.S. [redacted] while abroad • Have changed or maintained same visitor status (22 CFR 41.112(d)) Students and exchange visitors holding [redacted]s in the F and J categories must meet all of the following to qualify for automatic revalidation: • Arriving from Canada, Mexico or adjacent islands (except Cuba) • Absent from the United States in Canada, Mexico or adjacent islands for 30 days or fewer • In possession of certificate of eligibility, Form I-20 for F-1, or Form DS-2019 for J-1 • In possession of an endorsed Form I-94 showing an unexpired period of initial admission or extension of stay • In possession of a passport • Have not applied for a new U.S. [redacted] while abroad • Have changed or maintained same visitor status (22 CFR 41.112(d)) 3. $100.00 future travel discount next cruise confirmed with [redacted], valid until January 31, 2017.I don’t want this discount, I am not a US resident and I will come back China soon. And because my expired [redacted], the discount is useless. I need more money to book a cruise in January or February, 2016. So, I need cash compensation or the same line [redacted].
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]. Please add your rejection comments below.
I am rejecting this because [redacted] called [redacted] Cruises when I booked this cruise and talked to them about the situation of us being in the process of adopting. Based on that conversation I was told my booking agent that they would place us in a room that held 3 people and when the paperwork had been filed we could add her to our room. That is the issue- we were told our room we booked had accomodations for a 3rd person. When we called to add her, we were told that was not the case. That is the reason the cost is so high to add her because we have to completely change rooms. [redacted] should be held liable for telling a customer that they were in room particular type of room when it is now clear that we are not in that type of room. I had no prior knowledge of this until this situation arised.
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]. Please add your rejection comments below. The company needs to update their process so the customer receives in writing (electronic or mail) indicating they booked an Early Saver cruise. All electronic information I have received about the cruise did not indicate it was an Early Saver. After speaking to a couple of reps about the issue and so frustrated, we finally caved and stayed with our existing sail date with a better room so we did not lose out on the deposit. There was another carnival cruise that was more than double the price for the following year and it had the desired room. Plus there was another cruise this year for more than double the price with a different cruise line with a desired room. We were told we lose our deposit if we changed to either of these. In the end, we did not get what we wanted. We settled.Regards,[redacted]
May 29, 2015 Revdex.comComplaint # [redacted]Re: [redacted] 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. [redacted]’s expectations. We appreciate your patience, during our review of this matter. Upon receipt of Mr. [redacted]’s complaint, Cruises Only initiated an internal review of his travel folio. Upon making the reservation the guests were advised they would receive a refund post travel. That refund would come from [redacted]. Mr. [redacted]’s booking agent has spoken with [redacted] and they have advised that a refund will be issued on June 6, 2015. Once that refund has been issued by [redacted], Mr. [redacted] will see the requested refund amount back on his [redacted] card within 5-7 business days of that date. In addition, Mr. [redacted]’s booking agent has sent an email to all payers from their group that will be receiving refunds. The same information provided above stating they will receive refunds and the time frame as to when those refunds will be processed and post their respective accounts have been included in this email. On behalf of Cruises Only, 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. We appreciate your patience and understanding with this matter. Sincerely, [redacted]Customer Relations SpecialistCruises Only
May 26, 2015 Revdex.com Re: Case # [redacted], Mr. [redacted] 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. [redacted]’s expectations. We appreciate your patience, during our review of this matter. Upon receipt of Mr. [redacted]’s complaint, [redacted] Cruises initiated an internal review of his travel folio. When Mr. [redacted] purchased his cruise on January 30, 2015, his Vacation Consultant [redacted] recapped the details of his planned cruise vacation, including all penalties and fees applicable to his booking from the cruise line. However, [redacted] did not advise Mr. [redacted] verbally of the $100 cancellation fee assessed by [redacted] Cruises. Although this information is detailed in the confirmation invoice sent to Mr. [redacted] following the completion of his cruise booking, we sincerely regret that [redacted] did not verbally inform Mr. [redacted] of this fee. Please convey our most sincere apologies for this inadvertent oversight. As a result of our research, adhering to Mr. [redacted]’s request, we would like to offer him a $125 future travel discount which may be applied toward his next vacation confirmed with [redacted] Cruises. Please note that this discount is valid until May 31, 2016 and is non-transferable, not redeemable for cash, and not valid for airline tickets. To redeem, he may simply call ###-###-#### and use reference # [redacted]. On behalf of [redacted] 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, [redacted]Customer Relations[redacted] Cruises
January 24, 2017 Revdex.com Case Name: Mr. [redacted] Complaint # [redacted] 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 Mr. [redacted]’s expectations. We are pleased to revisit their concerns at this time. While we still do feel badly for their experience, CheapCruises.Com did compensate Mr. [redacted] for the difficulties they experienced, as noted in our previous response. Our goal in reviewing phone calls is to learn what actually transpired and to respond accordingly. Mr. [redacted] dismisses our findings that the [redacted]s purchased their air tickets prior to their purchasing the cruise and that the [redacted]s’ air tickets were changed at the last minute by the air carrier they chose independently, both actions being totally beyond our control. We are sorry that the [redacted]s feel that the information provided in our confirmation invoice is presented in a manner that they feel is an impediment to their learning all of the details of their cruise. That being said, to reiterate, contained in the invoice is the specific verbiage describing the need for guests to arrive no later than 2 hours prior to the scheduled departure time. The invoice was marked as read and accepted by the [redacted]s on July 25, 2017. In addition to the information above, the invoice also includes the specific itinerary times and many other important details. Although we took some responsibility for the lack of verbal communication, the guests, according to Mrs. [redacted] had already purchased the air portion of their trip prior to securing their cruise reservation and, according to Mr. [redacted], their flight schedule had a change in status a few days before their cruise that prompted him to call us to add transfers. The guests also accepted the above noted compensation prior to their sailing. Based on this information, we again respectfully decline to offer any further compensation. On behalf of CheapCruises.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, [redacted] Customer Relations Specialist CheapCruises.Com
September 29, 2017 Revdex.com Case Name: Mr. [redacted] Complaint # [redacted] 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. [redacted]’ expectations. We appreciate your patience during our review of this matter. In specific reference to the items in Mr. [redacted]’ complaint, the cruise fare total was $1228 ($614 per person). That was for the base cruise fare. The amount of $570 was for the total port charges ($175 per person) and taxes ($110 per person). The total price for their cruise, $1228 plus $570 equaled $1798. [redacted] Cruises listed the breakdown of pricing as $1578 ($789 per person) and $220 ($110 per person) for taxes for a total of $1798. There is no intent to deceive our customers in any way. We simply display our pricing differently than [redacted] Cruises. The total price is exactly the same for both CheapCruises.Com and [redacted] Cruises. We hope Mr. [redacted] will accept our apologies for any frustration this may have caused him prior to travel. Regarding the cancellation policy, as Mr. [redacted] was advised at the time of booking, as he booked within a month of the sail date, he was in 100% penalty with the cruise line. Additionally, Mr. [redacted] was advised of CheapCruises.Com’s cancellation policy which entails a $100 cancellation fee. All of the cancellation information is also detailed in the confirmation invoice sent to Mr. [redacted] upon securing his reservation. On behalf of CheapCruises.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, [redacted] Customer Relations Specialist CheapCruises.Com
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
May 18,2016Revdex.comComplaint # [redacted]Re: [redacted]Daytime Phone: [redacted]E-mail: [redacted]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. [redacted] approval.On May 8, 2016 Mrs. [redacted] called into our offices and canceled her cruise vacation. Mrs. [redacted] was advised at that time the cruise line would hold $934.00 for penalty for cancel, Mrs. [redacted] advised our agent to cancel the booking. We have no control over cruise line penalties and must abide by their terms and conditions and also if the customer asks us to cancel a booking we must do so after informing them of the penalty. On behalf of Cheap Cruises, we appreciate this opportunity to revisit our client’s concerns. If you have any further questions regarding this reservation, please do not hesitate to contact us. [redacted]Customer Support
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. Although we still have a bad taste in our mouths about this matter. We do realize mistakes do happen and appreciate the effort made to resolve this. I guess we will just have to go on another cruise.
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]. .
FIRST: [redacted] OFFER THE CRUISE FOR $789.00 AND CHEAP CRUISES OFFER THE SAME CRUISE FOR $614.00 AND ON THE BOTTOM LINE CHEAP CRUISES END UP WITH THE SAME PRICE THAN [redacted], PLUS THE PROCESSING FEE, WHICH MAKE IT WORST, HOW IS THAT POSSIBLE? FALSE ADVERTISING!SECOND:CHEAP CRUISES :The amount of $570 was for the total port charges ($175 per person) and taxes ($110 per person)[redacted] : The amount of $220 was for the total port charges and taxes (TOTAL $110 per person) WHY THE DIFFERENCE? TAXES ARE SET BY GOVERNMENT.THIRD: IM NOT TRYING TO CANCEL THE CRUISE BOOKING, IM JUST MAKING SURE THAT IM NOT THE VICTIM OF FALSE ADVERTISING!PEOPLE NEED TO KNOW OF TRICKY TACTICS LIKE THIS. WE JUST WANT TO BE ABLE TO GO AWAY FOR A COUPLE OF DAYS AFTER WORKING HARD ALL OF OUR LIVES, THEN THIS. PLEASE.WE WILL APECIATE YOUR SUPPORT IN THE ISSUE.Regards,[redacted]
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, so it is a disappointment to learn that we have not met Mr. [redacted]’s expectations. We appreciate your patience during our review of this matter....
We have reviewed your reservation in specific reference to the $100 cancel fee, and the non-refundable processing fee of $24.99. Under the “Terms and Conditions” of our website, it does state that, “If cancellation of certain reservations is requested less than 24 hours from the time of purchase and meets all the requirements below, [redacted].com will offer you the option of a refund to the original form of payment or retain a credit to be used towards a future purchase. Only reservations that qualify for the Deposit Program will be refundable within the first 24 hours of purchase. 'Non-Refundable' and 'Deal of the Day' rooms do not qualify”. This particular portion is specifically talking about any money paid towards the reservation at the time it was booked, not the cancellation fee. Further down, it does state that "we do charge a $100 administrative fee for all cancellations”. Furthermore, it does also state that the processing fee of $24.99 is non-refundable. I see that one of our agents did give you a call to advise that we would offer the $100 cancellation fee towards a new cruise valid for one year from the date of cancellation, and can be applied to the balance of the cruise. Instead of this and as a one-time courtesy, we will go ahead and refund the $100 cancellation fee that was charged, but unfortunately the $24.99 processing fee that was paid, is non-refundable. You will see the $100 back to your original form of payment, within 3 to 10 business days, depending on your banks policy. Mr. [redacted], we do apologize for any confusion or frustration this has caused. On behalf of Cheap Caribbean Cruises, we appreciate the opportunity to address our clients concerns. If you have any further questions regarding your reservation, please do not hesitate to contact us directly. Sincerely, [redacted] Customer Relations Specialist Cheap Caribbean Cruises