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 Mrs. [redacted] expectations. We appreciate your patience, during our review of this matter.I have reviewed the invoice Mrs. [redacted] received from Cruises Only and also directly with the cruise line. Please see below a break down of her cruise vacation.Cruise Rate : 649.00 per personPort Charges: 150.00 per personBeverage Package Service Charge: 71.10 per personGoverment Taxes: 190.51 per personCruises Only Processing Fee: 24.99 per cabinTotal 910.61 per personGrand TOTAL : 1846.21$ Cruises Only's invoice combines Port Charges and Government Taxes into one on our invoice, I have provided this breakdown for simplicity. We appreciate your business and I certainly hope this can clear any confusion on this matter for our customer.Kindly,[redacted] Customer Support
November 5, 2016 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]’s expectations. We appreciate your patience during our review of this matter. Upon receipt of Mr. [redacted]’s complaint, CruisesOnly initiated an internal review of his travel folio. In reviewing Mr. [redacted]’s reservation we found that he booked his cruise reservation online at our website on September 15, 2016. At 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 reservation. His promotional items would be listed under the heading of “Other Services and Optional Items”. We did not find a $50 onboard credit in his invoice, only an offer for a $50 Future Travel Certificate for Referrals. When Mr. [redacted] reviewed his confirmation invoice on September 15th for accuracy and found that there was no onboard credit, had he called and spoken with any of our Customer Care Representatives we would have addressed his concern at that time. We sincerely regret that Mr. [redacted] did not get an expected promotional item. As a gesture of our concern we would like to extend a $50 future travel discount to you, which may be applied toward his next cruise vacation confirmed with CruisesOnly. Please note that this discount is valid until November 30, 2017 and is non-transferable, not redeemable for cash, and not valid for airline tickets. To redeem, he may simply call [redacted] and use reference # [redacted]. 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. Sincerely, [redacted] Customer Relations SpecialistCruisesOnly
February 14, 2017 Revdex.com Case Name: Ms. [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 Ms. [redacted]’s expectations. We appreciate your patience during our review of this matter. Upon receipt of this complaint, CheapCruises.Com initiated an internal review of Ms. [redacted]’s reservation. At the time the insurance was purchased for Ms. [redacted]’s cruise reservation, there were no flights booked through Vacation Outlet. The insurance does not cover air travel booked independently by the guest. That being said Ms. [redacted]’s complaint does not say if she ever filed a claim with [redacted], only that the insurance carrier told her they were not responsible for cancelled flights. There is coverage in the travel protection policy that covers trip delay, offering up to $1000 reimbursement for expenses incurred when a trip is delayed and the guests pay out of pocket for expenses to reach the cruise in progress. Again, the complaint does not provide details on whether Ms. [redacted] attempted to work with [redacted] to meet the cruise at the first port of call. Based on the information provided in this complaint and in the notes in her booking, we are unable to provide the refund or future cruise credit requested. On behalf of Vacation Outlet, 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 Vacation Outlet
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 Thank you very very much
Regards,
[redacted]
October 30, 2017 Revdex.com Case Name: Mrs. [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 our initial response did not meet with Mrs. [redacted]’s expectations. We appreciate your patience during our review of this matter. To Mrs. [redacted]’s contention that there was no hyperlink in the emailed advertisement, we reiterate that there was indeed such a hyperlink to our Terms and Conditions for this advertisement. Regarding Mrs. [redacted]’s assumption that the taxes might be provided back to her as a rebate, there was no such offer made within the advertisement. As to the message she received when calling in, although we are not privy to the date Mrs. [redacted] called in, we suspect it may have been during the height of the hurricane season. At that time we did specify that priority would be given to guests sailing in the near future in order to best serve those who may have been affected by the hurricanes. In reviewing Mrs. [redacted]'s reservation we noted that Mrs. [redacted] has spoken with three of our representatives this month. Once again, our apologies for any frustration but we remain firm on our initial response. On behalf of [redacted] Cruises, 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, [redacted] Customer Relations Specialist [redacted] Cruises
June 7, 2016 Revdex.com Case Name: Mrs. [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. Upon receipt of Mrs. [redacted] complaint, [redacted] initiated an internal review of her travel folio. Our apologies that Mrs. [redacted] travel agent was not available to assist in retrieving Mrs. [redacted] travel documents. We were pleased to note that our Customer Care Team was able to assist with this for Mrs. [redacted]. Regarding the promised promotional items, a [redacted] Gift Card valued at $25 and another [redacted] Gift Card valued at $50, as detailed in their confirmation invoice the gift cards are distributed 4-8 after their cruise departure. We apologize for any confusion relating to the delivery time of these gift cards and wish to assure Mrs. [redacted] that she will receive her gift cards in a timely manner. Concerning the promised $150 onboard credit, there was indeed an error made by Mrs. [redacted] travel agent as the cruise fare chosen by Mrs. [redacted] (the BOGO fare) did not qualify for the onboard credit. We have taken the steps to provide Mrs. [redacted] with a refund of $150. Although we advise the refund may take between 6-8 weeks, normally the refund will be issued within 7-10 business days. Please extend our apologies to Mrs. [redacted] for this inconvenience. Our intent was to rectify this error as expediently as possible. As per cruise line policy, they would not allow us to provide the onboard credit to Mrs. [redacted] during the sailing once the cruise had commenced. The dining request recorded in Mrs. [redacted] reservation was for a small table during the main dinner seating. The actual table seating assignments are made by the onboard dining staff and we apologize for Mrs. [redacted] disappointment. We hope and trust that Mrs. [redacted] was able to speak with the dining staff to arrange more satisfactory seating arrangements during the sailing. As Mrs. [redacted] will be receiving her promised gift cards and the amount of her promised onboard credit in the form of a refund in the near future, we must respectfully decline Mrs. [redacted] request for a refund over and above the amount of the forthcoming refund. We do sincerely apologize that the [redacted]s did not enjoy to the fullest their most special occasion. On behalf of [redacted] Vacations, 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 [redacted]
May 5, 2016 Revdex.com Complaint # [redacted] Re: [redacted]
[redacted] Daytime Phone: [redacted] E-mail: [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 Mrs. [redacted] expectations. We appreciate your patience, during our review of this matter. Upon receipt of Mrs. [redacted] complaint, Cheap Cruises initiated an internal review of her travel folio. The notes in Mrs. [redacted] booking indicate that she has been in contact with a Customer Service Supervisor multiple times regarding her concerns and request for compensation. The Supervisor advised that she has spoken advised Mrs. [redacted] that pricing and availability change often we are never able to be guaranteed as well as the ships will also reach capacity in each category and the ship as a whole. Mrs. [redacted] saw a price on line that does not include taxes and government taxes they may vary. Further looking into this bookings notes Mrs. [redacted] called several times and advised our Customer Service Supervisor she was told it would only cost $400.00 to add a 3rd person, this amount was advised to her the day of booking as the deposit amount only if ship has availability and penality has not been reached yet. Mrs. [redacted] has not been guaranteed any special pricing or availability in adding a 3rd person this is not something we have control over with any cruise line or vacation package. We will not be offering any refunds or compensation for this matter. On behalf of Cheap 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. We appreciate your patience and understanding with this matter. Sincerely, [redacted] Customer Support Specialist
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].
This is a great concern for me in your statement to read that you must have Mrs. [redacted] approval to cancel the reservation otherwise it cannot be canceled. How wrong that is and again why is this not verbalized at the time of booking because it is very crucial information to the consumer . Please forward to me a copy of your current contract agreement that verbalized in writing this policy that your clients agree with when they book a cruise.
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]
[redacted]
[redacted] Daytime Phone: [redacted]E-mail: [redacted]Complaint # [redacted]We have refunded the cancel fee to the credit card it was paid with. The refund will appear in 7 -10 business days up to one billing cycle.Kindly,[redacted]
Customer...
August 14, 2017 Revdex.com Case Name: Ms. [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 Ms. [redacted]’s expectations. We appreciate your patience during our review of this matter. In reviewing Ms. [redacted]’s reservation we found that she and her travel companion Mrs. [redacted] have reserved their cruise by each paying equally towards the final payment of the cruise. CheapCruises.Com’s policy involving two or more equal payers on a reservation dictates that to make any material changes to a reservation all paying parties must be involved. This is not a matter of CheapCruises.Com wanting to be involved in personal matters, only that we must have approval of any changes made by all payers on the booking. Although we feel badly that Ms. [redacted] is unable to make any changes to this reservation without her travel companion’s consent, we are unable to honor her request for a refund of $830.83. Please note also that the total paid toward the final payment of this cruise thus far by Ms. [redacted] is $415.41. 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]
May 26, 2015 Revdex.com Re: Case # [redacted], Mrs. [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 Mrs. [redacted]’s expectations. We appreciate your patience, during our review of this matter. Upon receipt of Mrs. [redacted]’s complaint, CruisesOnly initiated an internal review of her travel folio. The notes in Mrs. [redacted]’s booking indicate that after filing her complaint with the Revdex.com she spoke with Customer Care Agent [redacted] and explained her frustration and her desire to secure a larger accommodation on the same sailing. [redacted] assisted Mrs. [redacted] with upgrading to a larger cabin and this matter appears to be resolved. Please convey our sincere apologies to Mrs. [redacted] for any shortfall in service prior to [redacted] resolving this matter. Please also assure Mrs. [redacted] that we will follow up with the agent in question to ensure that such occurrences do not recur in the future. 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. Sincerely, [redacted]Customer RelationsCruisesOnly
[redacted]
[redacted]
[redacted] [redacted] Daytime Phone: [redacted] E-mail: [redacted] Complaint # [redacted]To Whom It May Concern:Thank you for allowing us time to review this matter. We have decided in good faith to refund the $100.00 cancel fee to Ms. [redacted]...
credit card on file. This will appear in 5-7 business days up to 1 billing cycle.Kindly,[redacted]Customer Support
April 6, 2016Complaint # [redacted]
[redacted] Daytime Phone: [redacted] E-mail: [redacted] We are certainly sorry to hear our client has had a misunderstanding in pricing. I have took the liberty to go through the mentioned cabins and...
the breakdown is as followed for better understanding on the rate and the mentioned 30% off.They booked themselves in FIT ( or individual cabins not in a group). We moved them from FIT to groups.This is what happened on the call to the cruise line:[redacted]’s cabin: FC category – They are booked under [redacted]- if they change to 30% off they lose their $100 obc. Also, if they change to 30% off their new total is $7196.51. They are currently paying $4207.42. [redacted] & [redacted]’s cabin: FC category - booked under standard rate. They have no OBC or gratuities. Their new total under the 30% would be $4783.28 and they are currently paying $2,879.28.[redacted]’s cabin: received 30% off rate of $5758.56 is total showing now. RCCL agent saw the 30% off was given to him and wanted to make sure they rate hadn’t gone up from what he had. She shows if the rate is given the 30% off rate code the new total goes to $7196.56. The clients have the best possible rate and the benefit of being in a gropu versus individual bookings. It is always our always our goal to provide excellent customer experience.Kindly,[redacted] Customer Support
January 24, 2018 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. 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. We then had a member of a Customer Service Management Team reach out to him via phone. All Cruises Only fees were waived as a gesture of service and appreciation for Mr. [redacted] as a Cruises Only customer. The only money not refunded was held by [redacted] Cruise Lines as the rate for the cabins purchased was non-refundable. [redacted] did advise that a credit would be provided in place of the portion lost. This was explained to Mr. [redacted]. The terms were understood and agreed upon. Mr. [redacted] indicated the matter to be resolved to his satisfaction. 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
Complaint # [redacted] Good Morning,The above mentioned client has been refunded $200.00 in the form of a check and it was sent via [redacted] on 10/31/2016. The address and correct spelling of the clients name has been verified. The updated tracking information advises that delivery...
was made at 10:36amEST to the address in [redacted], NJ.The customer has received the refund in the amount stated. We appreciate the your time while we handled this matter.Kindly,[redacted]Customer Support
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 we have not met Mr. [redacted]'s expectations. We appreciate your patience during our review of this matter. In...
specific reference to the issue with the final remaining balance showing $2,067.56 due on 11/24/2017, after an automatic payment was set-up to be charged to your card on 11/14/2017, to pay back the deposit we originally paid for you of $500; the remaining balance would not have shown as $1,567.56, because the $500 had not been paid back yet. Until the deposit of $500 is actually charged to your credit card, your true remaining balance would have still been $2,067.56. Once the deposit had been paid on 11/14/2017, the remaining balance would have then changed to $1,567.56. We sincerely do apologize for any confusion this may have caused. Additionally, we are very sorry to hear of the fraud issues you encountered that caused you to have to close that account! It is our policy to cancel the reservation if the deposit is not paid back by the due date, so that we do not lose that deposit from the cruise line, once you've reached the penalty period. I do see that we sent an email regarding the declined payment and cancellation notice on 11/14/2017, and on 11/15/2017, before the reservation was cancelled on 11/17/2017. Again, please accept our apologies if you did not receive those emails. I was happy to see that on 11/24/2017, it appears the issues were resolved. I see that we were able to re-book you for this sailing, and the $124.99 was applied to that new reservation. We were able to provide you with $100 more in on-board credit than you were originally receiving, free pre-paid gratuities, and our company paid for the new, higher difference in cost of $773. We also provided you with a $100 future travel discount On behalf of Cruises.com, 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. Sincerely, [redacted] 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].
[World Travel Holdings bills itself as being the "world's largest cruise agency." It is expected to attain that position, WTH has a large marketing budget. I am sure much time and effort is invested in it's advertising campaigns. I am sure an advertisement is not released without careful review of content, and meaning, and potential for misunderstanding. I received an email stating "Your Tips, Taxes & Fees Are Free". Let's look at that statement. Who is "Your" referring to? It is referring to the person the email is addressed to...[redacted]. So, [redacted], Your Taxes, Tips, and Fees ARE free. The word ARE is used. Not 'might be', not 'may be', not 'could be'. ARE. Definitive, no exceptions listed. Your email, based on the words WTH chose to use, states definitively that [redacted]'s Taxes, Tips, and Fees ARE (definitive) free. Surely your advertising gurus know the difference between ARE and MAY BE. So, if they accidentally used the incorrect terms, then your company should want to maintain a good reputation, and make good on the erroneous use of the word ARE. If the word ARE was not used by mistake, then WTH intended to deceive. Was WTH lying when they said that Taxes, Tips and Fees are Free? Apparently so. This advertisement was therefore, intended to deceive. Deceptive advertising is illegal.In the bulleted portion of the ad, where it lists the special offers, Labor Day Tax-Free Spree: We'll Pay Your Gov't Taxes, Port Expenses & Fees is listed. Let's again look at the words used here. "WE'LL PAY YOUR Gov't Taxes..." WE is referring to [redacted] Cruises (WTH). WILL pay your taxes etc; WILL again is definitive. You do not say, 'We might', 'We may', 'We could'. You say WE WILL pay your taxes, tips and fees. YOUR is, again, referring to [redacted]. So you are stating WTH WILL pay [redacted]'s taxes, tips and fees. WTH's advertising could easily have read, Your Tips, Taxes & Fees Could be Free, or We May pay your Gov't Taxes, Port Expenses and Fees to avoid misleading or deceiving customers. Instead, WTH CHOSE to use words that were not true, in order to mislead and deceive. Again, deceptive advertising.As to the hyperlink. A hyperlink would not have even been necessary had you used truthful wording instead of intentionally deceptive wording. Having said that, you claim there was a hyperlink with the exclusions. It has been my experience that hyperlinks are in a different color font than the rest of the wording to draw attention to their presence. They are usually blue, but when a blue font is used, hyperlinks are generally in a different color. Your font is blue, effectively camouflaging the existence of any hyperlinks that might be lurking in the text. If, as you claim, there was a hyperlink, your wizbang marketing gurus hid it in blue font. It is my opinion that this was done intentionally to again mislead, deceive, and HIDE from the consumer any exclusions that existed. An ethical and honest company would admit that their choice of words in this advertisement was at the very least misleading. The fact that your company stands behind this advertisement, makes it very clear that you accomplished what you set out to do...MISLEAD AND DECEIVE.Now, I am small potatoes. I know that in my saying, "I will never do business with another WTH holding," you will hardly feel it in your pocket book. This cruise will be my 6th, and likely not my last cruise. In the future, I will deal directly with the cruise lines, rather than work through a middleman like WTH. I do not know what WTH's commission on my cruise was, but it will be the last commission WTH makes from me.What I can do, however, in addition to never working with WTH, is report WTH to the FTC and [redacted] for it's FALSE (not just misleading, but FALSE) advertising, and leave negative reviews on any and all sites I can find upon which to leave reviews. WTH has had every opportunity to make this right, and have a satisfied, repeat customer. Instead, you have chosen not to. After all, you got exactly what your advertisement was designed to accomplish. You got a MISLEAD and DECEIVED one-time customer. Regards,[redacted]
November 30, 2016Complaint # [redacted]
[redacted] Daytime Phone: ###-###-#### Evening Phone: ###-###-####To whom it may concern:We have tried to contact this customer on several occasions via email and phone with no response. We have also searched our...
database for Mr. [redacted] and was unable to locate him in our system with and inquiry or a reservation.Sincerely,Customer Support
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 Mrs. [redacted] expectations. We appreciate your patience, during our review of this matter.I have reviewed the invoice Mrs. [redacted] received from Cruises Only and also directly with the cruise line. Please see below a break down of her cruise vacation.Cruise Rate : 649.00 per personPort Charges: 150.00 per personBeverage Package Service Charge: 71.10 per personGoverment Taxes: 190.51 per personCruises Only Processing Fee: 24.99 per cabinTotal 910.61 per personGrand TOTAL : 1846.21$ Cruises Only's invoice combines Port Charges and Government Taxes into one on our invoice, I have provided this breakdown for simplicity. We appreciate your business and I certainly hope this can clear any confusion on this matter for our customer.Kindly,[redacted] Customer Support
November 5, 2016 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]’s expectations. We appreciate your patience during our review of this matter. Upon receipt of Mr. [redacted]’s complaint, CruisesOnly initiated an internal review of his travel folio. In reviewing Mr. [redacted]’s reservation we found that he booked his cruise reservation online at our website on September 15, 2016. At 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 reservation. His promotional items would be listed under the heading of “Other Services and Optional Items”. We did not find a $50 onboard credit in his invoice, only an offer for a $50 Future Travel Certificate for Referrals. When Mr. [redacted] reviewed his confirmation invoice on September 15th for accuracy and found that there was no onboard credit, had he called and spoken with any of our Customer Care Representatives we would have addressed his concern at that time. We sincerely regret that Mr. [redacted] did not get an expected promotional item. As a gesture of our concern we would like to extend a $50 future travel discount to you, which may be applied toward his next cruise vacation confirmed with CruisesOnly. Please note that this discount is valid until November 30, 2017 and is non-transferable, not redeemable for cash, and not valid for airline tickets. To redeem, he may simply call [redacted] and use reference # [redacted]. 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. Sincerely, [redacted] Customer Relations SpecialistCruisesOnly
February 14, 2017 Revdex.com Case Name: Ms. [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 Ms. [redacted]’s expectations. We appreciate your patience during our review of this matter. Upon receipt of this complaint, CheapCruises.Com initiated an internal review of Ms. [redacted]’s reservation. At the time the insurance was purchased for Ms. [redacted]’s cruise reservation, there were no flights booked through Vacation Outlet. The insurance does not cover air travel booked independently by the guest. That being said Ms. [redacted]’s complaint does not say if she ever filed a claim with [redacted], only that the insurance carrier told her they were not responsible for cancelled flights. There is coverage in the travel protection policy that covers trip delay, offering up to $1000 reimbursement for expenses incurred when a trip is delayed and the guests pay out of pocket for expenses to reach the cruise in progress. Again, the complaint does not provide details on whether Ms. [redacted] attempted to work with [redacted] to meet the cruise at the first port of call. Based on the information provided in this complaint and in the notes in her booking, we are unable to provide the refund or future cruise credit requested. On behalf of Vacation Outlet, 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 Vacation Outlet
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 Thank you very very much
Regards,
[redacted]
October 30, 2017 Revdex.com Case Name: Mrs. [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 our initial response did not meet with Mrs. [redacted]’s expectations. We appreciate your patience during our review of this matter. To Mrs. [redacted]’s contention that there was no hyperlink in the emailed advertisement, we reiterate that there was indeed such a hyperlink to our Terms and Conditions for this advertisement. Regarding Mrs. [redacted]’s assumption that the taxes might be provided back to her as a rebate, there was no such offer made within the advertisement. As to the message she received when calling in, although we are not privy to the date Mrs. [redacted] called in, we suspect it may have been during the height of the hurricane season. At that time we did specify that priority would be given to guests sailing in the near future in order to best serve those who may have been affected by the hurricanes. In reviewing Mrs. [redacted]'s reservation we noted that Mrs. [redacted] has spoken with three of our representatives this month. Once again, our apologies for any frustration but we remain firm on our initial response. On behalf of [redacted] Cruises, 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, [redacted] Customer Relations Specialist [redacted] Cruises
June 7, 2016 Revdex.com Case Name: Mrs. [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. Upon receipt of Mrs. [redacted] complaint, [redacted] initiated an internal review of her travel folio. Our apologies that Mrs. [redacted] travel agent was not available to assist in retrieving Mrs. [redacted] travel documents. We were pleased to note that our Customer Care Team was able to assist with this for Mrs. [redacted]. Regarding the promised promotional items, a [redacted] Gift Card valued at $25 and another [redacted] Gift Card valued at $50, as detailed in their confirmation invoice the gift cards are distributed 4-8 after their cruise departure. We apologize for any confusion relating to the delivery time of these gift cards and wish to assure Mrs. [redacted] that she will receive her gift cards in a timely manner. Concerning the promised $150 onboard credit, there was indeed an error made by Mrs. [redacted] travel agent as the cruise fare chosen by Mrs. [redacted] (the BOGO fare) did not qualify for the onboard credit. We have taken the steps to provide Mrs. [redacted] with a refund of $150. Although we advise the refund may take between 6-8 weeks, normally the refund will be issued within 7-10 business days. Please extend our apologies to Mrs. [redacted] for this inconvenience. Our intent was to rectify this error as expediently as possible. As per cruise line policy, they would not allow us to provide the onboard credit to Mrs. [redacted] during the sailing once the cruise had commenced. The dining request recorded in Mrs. [redacted] reservation was for a small table during the main dinner seating. The actual table seating assignments are made by the onboard dining staff and we apologize for Mrs. [redacted] disappointment. We hope and trust that Mrs. [redacted] was able to speak with the dining staff to arrange more satisfactory seating arrangements during the sailing. As Mrs. [redacted] will be receiving her promised gift cards and the amount of her promised onboard credit in the form of a refund in the near future, we must respectfully decline Mrs. [redacted] request for a refund over and above the amount of the forthcoming refund. We do sincerely apologize that the [redacted]s did not enjoy to the fullest their most special occasion. On behalf of [redacted] Vacations, 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 [redacted]
May 5, 2016 Revdex.com Complaint # [redacted] Re: [redacted]
[redacted] Daytime Phone: [redacted] E-mail: [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 Mrs. [redacted] expectations. We appreciate your patience, during our review of this matter. Upon receipt of Mrs. [redacted] complaint, Cheap Cruises initiated an internal review of her travel folio. The notes in Mrs. [redacted] booking indicate that she has been in contact with a Customer Service Supervisor multiple times regarding her concerns and request for compensation. The Supervisor advised that she has spoken advised Mrs. [redacted] that pricing and availability change often we are never able to be guaranteed as well as the ships will also reach capacity in each category and the ship as a whole. Mrs. [redacted] saw a price on line that does not include taxes and government taxes they may vary. Further looking into this bookings notes Mrs. [redacted] called several times and advised our Customer Service Supervisor she was told it would only cost $400.00 to add a 3rd person, this amount was advised to her the day of booking as the deposit amount only if ship has availability and penality has not been reached yet. Mrs. [redacted] has not been guaranteed any special pricing or availability in adding a 3rd person this is not something we have control over with any cruise line or vacation package. We will not be offering any refunds or compensation for this matter. On behalf of Cheap 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. We appreciate your patience and understanding with this matter. Sincerely, [redacted] Customer Support Specialist
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].
This is a great concern for me in your statement to read that you must have Mrs. [redacted] approval to cancel the reservation otherwise it cannot be canceled. How wrong that is and again why is this not verbalized at the time of booking because it is very crucial information to the consumer . Please forward to me a copy of your current contract agreement that verbalized in writing this policy that your clients agree with when they book a cruise.
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]
[redacted]
[redacted] Daytime Phone: [redacted]E-mail: [redacted]Complaint # [redacted]We have refunded the cancel fee to the credit card it was paid with. The refund will appear in 7 -10 business days up to one billing cycle.Kindly,[redacted]
Customer...
Support
August 14, 2017 Revdex.com Case Name: Ms. [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 Ms. [redacted]’s expectations. We appreciate your patience during our review of this matter. In reviewing Ms. [redacted]’s reservation we found that she and her travel companion Mrs. [redacted] have reserved their cruise by each paying equally towards the final payment of the cruise. CheapCruises.Com’s policy involving two or more equal payers on a reservation dictates that to make any material changes to a reservation all paying parties must be involved. This is not a matter of CheapCruises.Com wanting to be involved in personal matters, only that we must have approval of any changes made by all payers on the booking. Although we feel badly that Ms. [redacted] is unable to make any changes to this reservation without her travel companion’s consent, we are unable to honor her request for a refund of $830.83. Please note also that the total paid toward the final payment of this cruise thus far by Ms. [redacted] is $415.41. 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]
May 26, 2015 Revdex.com Re: Case # [redacted], Mrs. [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 Mrs. [redacted]’s expectations. We appreciate your patience, during our review of this matter. Upon receipt of Mrs. [redacted]’s complaint, CruisesOnly initiated an internal review of her travel folio. The notes in Mrs. [redacted]’s booking indicate that after filing her complaint with the Revdex.com she spoke with Customer Care Agent [redacted] and explained her frustration and her desire to secure a larger accommodation on the same sailing. [redacted] assisted Mrs. [redacted] with upgrading to a larger cabin and this matter appears to be resolved. Please convey our sincere apologies to Mrs. [redacted] for any shortfall in service prior to [redacted] resolving this matter. Please also assure Mrs. [redacted] that we will follow up with the agent in question to ensure that such occurrences do not recur in the future. 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. Sincerely, [redacted]Customer RelationsCruisesOnly
[redacted]
[redacted]
[redacted] [redacted] Daytime Phone: [redacted] E-mail: [redacted] Complaint # [redacted]To Whom It May Concern:Thank you for allowing us time to review this matter. We have decided in good faith to refund the $100.00 cancel fee to Ms. [redacted]...
credit card on file. This will appear in 5-7 business days up to 1 billing cycle.Kindly,[redacted]Customer Support
April 6, 2016Complaint # [redacted]
[redacted] Daytime Phone: [redacted] E-mail: [redacted] We are certainly sorry to hear our client has had a misunderstanding in pricing. I have took the liberty to go through the mentioned cabins and...
the breakdown is as followed for better understanding on the rate and the mentioned 30% off.They booked themselves in FIT ( or individual cabins not in a group). We moved them from FIT to groups.This is what happened on the call to the cruise line:[redacted]’s cabin: FC category – They are booked under [redacted]- if they change to 30% off they lose their $100 obc. Also, if they change to 30% off their new total is $7196.51. They are currently paying $4207.42. [redacted] & [redacted]’s cabin: FC category - booked under standard rate. They have no OBC or gratuities. Their new total under the 30% would be $4783.28 and they are currently paying $2,879.28.[redacted]’s cabin: received 30% off rate of $5758.56 is total showing now. RCCL agent saw the 30% off was given to him and wanted to make sure they rate hadn’t gone up from what he had. She shows if the rate is given the 30% off rate code the new total goes to $7196.56. The clients have the best possible rate and the benefit of being in a gropu versus individual bookings. It is always our always our goal to provide excellent customer experience.Kindly,[redacted] Customer Support
January 24, 2018 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. 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. We then had a member of a Customer Service Management Team reach out to him via phone. All Cruises Only fees were waived as a gesture of service and appreciation for Mr. [redacted] as a Cruises Only customer. The only money not refunded was held by [redacted] Cruise Lines as the rate for the cabins purchased was non-refundable. [redacted] did advise that a credit would be provided in place of the portion lost. This was explained to Mr. [redacted]. The terms were understood and agreed upon. Mr. [redacted] indicated the matter to be resolved to his satisfaction. 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
Complaint # [redacted] Good Morning,The above mentioned client has been refunded $200.00 in the form of a check and it was sent via [redacted] on 10/31/2016. The address and correct spelling of the clients name has been verified. The updated tracking information advises that delivery...
was made at 10:36amEST to the address in [redacted], NJ.The customer has received the refund in the amount stated. We appreciate the your time while we handled this matter.Kindly,[redacted]Customer Support
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 we have not met Mr. [redacted]'s expectations. We appreciate your patience during our review of this matter. In...
specific reference to the issue with the final remaining balance showing $2,067.56 due on 11/24/2017, after an automatic payment was set-up to be charged to your card on 11/14/2017, to pay back the deposit we originally paid for you of $500; the remaining balance would not have shown as $1,567.56, because the $500 had not been paid back yet. Until the deposit of $500 is actually charged to your credit card, your true remaining balance would have still been $2,067.56. Once the deposit had been paid on 11/14/2017, the remaining balance would have then changed to $1,567.56. We sincerely do apologize for any confusion this may have caused. Additionally, we are very sorry to hear of the fraud issues you encountered that caused you to have to close that account! It is our policy to cancel the reservation if the deposit is not paid back by the due date, so that we do not lose that deposit from the cruise line, once you've reached the penalty period. I do see that we sent an email regarding the declined payment and cancellation notice on 11/14/2017, and on 11/15/2017, before the reservation was cancelled on 11/17/2017. Again, please accept our apologies if you did not receive those emails. I was happy to see that on 11/24/2017, it appears the issues were resolved. I see that we were able to re-book you for this sailing, and the $124.99 was applied to that new reservation. We were able to provide you with $100 more in on-board credit than you were originally receiving, free pre-paid gratuities, and our company paid for the new, higher difference in cost of $773. We also provided you with a $100 future travel discount On behalf of Cruises.com, 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. Sincerely, [redacted] 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].
[World Travel Holdings bills itself as being the "world's largest cruise agency." It is expected to attain that position, WTH has a large marketing budget. I am sure much time and effort is invested in it's advertising campaigns. I am sure an advertisement is not released without careful review of content, and meaning, and potential for misunderstanding. I received an email stating "Your Tips, Taxes & Fees Are Free". Let's look at that statement. Who is "Your" referring to? It is referring to the person the email is addressed to...[redacted]. So, [redacted], Your Taxes, Tips, and Fees ARE free. The word ARE is used. Not 'might be', not 'may be', not 'could be'. ARE. Definitive, no exceptions listed. Your email, based on the words WTH chose to use, states definitively that [redacted]'s Taxes, Tips, and Fees ARE (definitive) free. Surely your advertising gurus know the difference between ARE and MAY BE. So, if they accidentally used the incorrect terms, then your company should want to maintain a good reputation, and make good on the erroneous use of the word ARE. If the word ARE was not used by mistake, then WTH intended to deceive. Was WTH lying when they said that Taxes, Tips and Fees are Free? Apparently so. This advertisement was therefore, intended to deceive. Deceptive advertising is illegal.In the bulleted portion of the ad, where it lists the special offers, Labor Day Tax-Free Spree: We'll Pay Your Gov't Taxes, Port Expenses & Fees is listed. Let's again look at the words used here. "WE'LL PAY YOUR Gov't Taxes..." WE is referring to [redacted] Cruises (WTH). WILL pay your taxes etc; WILL again is definitive. You do not say, 'We might', 'We may', 'We could'. You say WE WILL pay your taxes, tips and fees. YOUR is, again, referring to [redacted]. So you are stating WTH WILL pay [redacted]'s taxes, tips and fees. WTH's advertising could easily have read, Your Tips, Taxes & Fees Could be Free, or We May pay your Gov't Taxes, Port Expenses and Fees to avoid misleading or deceiving customers. Instead, WTH CHOSE to use words that were not true, in order to mislead and deceive. Again, deceptive advertising.As to the hyperlink. A hyperlink would not have even been necessary had you used truthful wording instead of intentionally deceptive wording. Having said that, you claim there was a hyperlink with the exclusions. It has been my experience that hyperlinks are in a different color font than the rest of the wording to draw attention to their presence. They are usually blue, but when a blue font is used, hyperlinks are generally in a different color. Your font is blue, effectively camouflaging the existence of any hyperlinks that might be lurking in the text. If, as you claim, there was a hyperlink, your wizbang marketing gurus hid it in blue font. It is my opinion that this was done intentionally to again mislead, deceive, and HIDE from the consumer any exclusions that existed. An ethical and honest company would admit that their choice of words in this advertisement was at the very least misleading. The fact that your company stands behind this advertisement, makes it very clear that you accomplished what you set out to do...MISLEAD AND DECEIVE.Now, I am small potatoes. I know that in my saying, "I will never do business with another WTH holding," you will hardly feel it in your pocket book. This cruise will be my 6th, and likely not my last cruise. In the future, I will deal directly with the cruise lines, rather than work through a middleman like WTH. I do not know what WTH's commission on my cruise was, but it will be the last commission WTH makes from me.What I can do, however, in addition to never working with WTH, is report WTH to the FTC and [redacted] for it's FALSE (not just misleading, but FALSE) advertising, and leave negative reviews on any and all sites I can find upon which to leave reviews. WTH has had every opportunity to make this right, and have a satisfied, repeat customer. Instead, you have chosen not to. After all, you got exactly what your advertisement was designed to accomplish. You got a MISLEAD and DECEIVED one-time customer. Regards,[redacted]
November 30, 2016Complaint # [redacted]
[redacted] Daytime Phone: ###-###-#### Evening Phone: ###-###-####To whom it may concern:We have tried to contact this customer on several occasions via email and phone with no response. We have also searched our...
database for Mr. [redacted] and was unable to locate him in our system with and inquiry or a reservation.Sincerely,Customer Support