ComplaintsforUCruising of Vancouver

• Initial Complaint

  19/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked the ****** toor package including ******, excursion and tickets with Princess ****** company through Ucruising travel agency with departure date on Feb 8 2024. Unfortunately the trip had to be cancelled due to the Sun Princess not yet ready to sea. I just got the refund for ****** and excursions but not the air tickets. I found it was unfair because I booked the whole package but I just got part of refund. The travel agent refuse to refund the air tickets cost$3200. I hope your office can help me to solve this problem

  Business response

  24/06/2024

  Dear Guest, Thank you for contacting UCruising regarding your concern.

  We understand your frustration and would like to clarify the situation. Our agency does not hold responsibility for the refunds in this case. The ******************* package you purchased involved three main components: the cruise line, the airline, and UCruising excursions.

  The cruise line announced the cancellation of the cruise on January *****, 2024, and they have committed to refunding the cruise fare along with providing an additional credit. UCruising has confirmed that we refunded the excursions as well.

  If an airline delays or cancels, the compensation or responsibility are from Airline; it is rarely and confusing to blame the agency who issued the ticket. It has a root of the cause. As Cruiseline is the root of cause, Cruise Line had fully refund the fare with extra compensation credit. UCruising Excursion also provided a full refund. On the other hand, Princess ******* the root of the cause, is only willing to provide compensation up to 200. Guest can complaint and ask for compensation from the Root of Cause, which is cruiseline, however, it is unusual practice to blame Travel Agency.

  We have attached both the Cruise Line and UCruising announcements for your reference. The cruise line, as the root cause of the issue, has taken the lead on refunding the fare and providing compensation. Our role is to ensure the UCruising excursions are refunded, which we have done.

  For further compensation, guests with appropriate travel insurance should have sufficient documentation to file a claim. Most of our guests have successfully received compensation through their travel protection. 

  We hope this explanation helps clarify our position and the steps taken. If you have any additional questions or need further assistance, please let us know.

• Initial Complaint

  15/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a Cruising trip with UCruising Travel Agency in Burnaby of Vancouver that was from Miami to Central America for a 15days cruise, but I couldn't get to the port of Miami for the flight delayed on the other hand I didn't/couldn't use the Cruise, so I couldn't help coming back next day. I talked to the travel agent many times about the refund but they refused, now I really need BBB to help me out of the issue, thank you.

  Business response

  15/01/2024

  Thank you for email and sorry to hear any complaint.
  
  From Ucruising record, this case never been to inquiry or complaint until this BBB. Client did not request additional help. Based on record, Client unable to catch the ship due to flight delay and decide not to catch up the ship , although the catch up fee should be covered by the insurance she purchased. Ucruising did not know the decision until client return to Vancouver,  and also refuse to catch up the ship when its available. Staff advised it will involve cancellation penalty from Cruiseline.
  
  Since client have insurance coverage, Ucruising did provide document for client to apply for reimbursement through insurance or cruiseline. From record, Client may not obtain confirmation of delay from her airline, which Ucruising will not have it but may be sufficient for that claim process. Ucruising staff can offer document for insurance claim; however, Ucruising should not be the one to responsible for any reimbursement or refund, but either insurance claim or exception from Cruiseline.
  
  Here’s the submission link for cruiseline and client and submit the request and explain the situation. UCruising is willing to assist if any help is needed
  Norwegian Cruise line customer care submission.
  *****************************************

• Initial Complaint

  29/12/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  We want to file a compliant against Ucruising of Vancouver, located in ******** **. In July, 2023, I booked a tour package with *** Cruises through Ucruising. The tour was to include Eygpt, ******, and ************. By August, we paid the full amount of $3778 USD or $4425 CAD for the trip to Ucruising. However, in Oct, 2023, we were told that the trip would be cancelled due to safety reasons as a result of the ongoing conflict in the region. *** Cruises had notified us that we would be given a full refund for this cancellation. The refund would be given through the tour company that we booked with (Ucruising). On November, 30, we received from Ucruising a refund of $3478 USD only. This is $300 USD short of the amount that we had originally paid for the trip. They did not provide us any reasons either for this. We believe that Ucruising has not been fair through this process and should be giving us a full refund.

  Business response

  08/01/2024

  Details and explanation from attachment. 

  Outlined below is the timeline documented by Ucruising's head office, revealing the sequence of events:
  Late Oct: Ucruising received notice of safety concerns regarding a segment of the tour due to regional issues, necessitating an alternation.
  29 Oct: Ucruising notified all affected guests, presenting alternative options.
  01 Nov: The respective client rejected the alternatives, insisting on the original tour.
  05 Nov: Ucruising elaborated on the available options.
  07 Nov: The respective client verbally accepted an alternative tour, head office confirmed with guests from ***, ***, and ***
  13 Nov: Despite alternative arrangements offered by the airline, the client insisted on continuing the original tour without written confirmation, leading to tour arrangement and leader assignment. The airline offered a penalty reduction to $300, which was denied by the guests.
  15 Nov: Verbal uncertainty persisted from the client without written confirmation, ultimately leading to the decision based on the 13th of November's status. 
  16-17 Nov: Ongoing verbal uncertainty from the client without written confirmation led to decisions based on the status of November 13th. 
  20 Nov: As the tour arrangement deadline approached, the client remained uncertain verbally and declined written confirmation, prompting the tour department to set up arrangements for all remaining guests.
  22 Nov: Despite verbal uncertainty and changing intentions, the client ignored multiple confirmation requests. 
  24 Nov: In the absence of written confirmation but with continued verbal uncertainty, a cheque was issued with a reduced penalty. 
  26 Nov: The penalty was finalized due to delay of decision. which was considered a last-minute cancellation. UCruising had provided the biggest delay for the unfortunate situation. 
  30 Nov: The client collected the cheque.
  

  as a fairness arrangement and overview, we denied the claim from respective guest.

  Customer response

  09/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  

  I am rejecting this respond because they lied. I will provide an explanation as soon as possible.

  Thanks 

  *****

  Business response

  14/01/2024

  In fact, Ucruising did not receive any cancellation fee, the missing 300 dollars was the penalty verbally agreed from guests, which mainly is the fee from air ticket. From our record, the respective guest expressed clearly that only airline charges deduction will be accepted. We are more than welcome to provide airline records which can be verified that no refund was issued from tickets: since the ticket was non-refundable. Records also showed respective guest had the airline information and verified with Airline already.Regardless, guests provided verbal acceptance but unwilling to provide written confirmation may result in uncertain decisions, and it is one of the key factors to delay resolution.

  with proof, the ticket that guests purchased are non-refundable terms, WHICH GUEST KNEW ON CONFIRMED on their own. Later on in mid-Nov, a new waiver of 300 instead of full ticket granted, then we offered to client again. in summary in a easier understanding, guests confirmed the ticket is non-refundable and we obtained refund except 300 cancellation. 

  Customer response

  15/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  After the *** cruises was suspended due to the war in ***********, the *** cruising gave us a clear email to return all package fees, and matter should end there. However, Ucruising forced us to join their other itinerary on the ground of air tickets, If we do not join, the first time they said each person would deduct $1500 us dollars and second time they said each person would deduct $*** us dollars in fact, Ucruising could not form a group. However the ticket is non-refundable and valid until Dec.6, 2023, So there is no reason for the airline to impose a fine of #*** us dollars, We have four tickets, three are from Air ****** and one from ******* Airline, *****, please show us the evidence, the airline has deducted $*** us dollars from us.

  Business response

  30/01/2024

  To whom it may concern,
  
  The tour package purchased have multiple items, which includes Air ticket from **/*****, *** cruises, and Ucruising PreCruise, PostCruise and Excursion tour, with some minor arrangement to make up the tour. When *** cruises called cancel, which is a potion to part of the tour, it will not lead to a cancellation for all other item.
  *** Cruises only take part of the cruise fare with tax, which is refunded; Ucruising Pre/post/Excursion tour are refunded. The only portion are air fare.

  
  The Air fare is non-refundable as per terms and condition, which is verifiable. (Even client said they had confirmed with airline themselves) which is a value around **** CAD  

  As per issue happened in late Oct, and client had may an option to agree the alternative arrangement (they do not want to loss the air ticket) on 7th Nov, it is another stage that we work on the new alternative tour, which consider as itinerary change. If they do not accept the alternative tour, the air ticket is non-refundable, and they can request claim or reimbursement from own travel insurance. Trigger is proved not service failure from Ucruising. NOTE: This case is covered by travel insurance and many guests had finished their claim.
  Since ticket is non-refundable (as they knew and confirmed), which client will not receive any refund if cancel. Ucruising had communication during the week of 9th Nov through 13th Nov and obtain a waiver client can having options of 300 cancellation instead of full ticket penalty. It is an additional option for guests while most guest picked. (NOT all).
  It is solo decision from client agreed the alternative on 7th Nov to keeps on the tour and Ucruising promised the tour can be ongoing, while its client decision to call cancel last minute. Again, Ucruising did not charge the cancellation fee
  
  Summary, client knew the air ticket is non-refundable, of the ticket is 100% penalty if not used. In addition, heres the information which client do have them already. Client has the right to obtain the ticket cancellation information from Airline directly. 
  *****:Air ****** and Egypt Air: ******, eticket number: *****************
  client have the right to obtain information from their own regarding their own ticket penalty status.   

  
  

  Customer response

  31/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  We know that *** Tour fee ;******* ******** dollars, Air ticket ******* ******** dollars, As of today, We have called *** ****** eight times, and the answer is that Air ****** does not have a policy of withholding $ 300 us dollars and It is Ucruising that has withheld $ 300 us dollars from us. Starting from oct.29, We entered the ****  of Ucruising line, which forced us to participate in the tourism of the countries on the edge of the war on the pretext of non-refundable tickets. We made representations with Ucruising line again and again, but were refused , As evidenced by email. The ******** government has a policy that in the case of war and epidemic, airlines and travel agencies must refund all the costs to customers. In the information provided by ***, Air ******, It is clear to us that Ucruising has illegal withheld $ 300 us dollars in the middle.

  Business response

  05/02/2024

  Dear valued customer,
  We appreciate your feedback and concerns regarding your recent experience with *** ******. We apologize for any confusion or inconvenience caused by the information provided.
  Upon reviewing your case, we understand that there may have been some miscommunication regarding your ticket conditions and refund eligibility. We kindly request that you direct any inquiries regarding your specific ticket conditions, terms, and refund eligibility directly to Air ******. They will be able to provide you with accurate and detailed information tailored to your case.
  Regarding the issue of refund eligibility, it's essential to clarify that based on the actual agreement and terms outlined by Air ******, your ticket is non-refundable with no change permitted. The penalty associated with your ticket is indeed 1608.18,constituting a 100% penalty as per the notice provided before November 7th.Additionally, a second special waiver of 300 penalty was obtained in the week of November 13th.
  Regarding travel advisories and policies concerning *****, we would like to emphasize that ***** is not listed as a region under war or any restriction according to the Government of ****** or Air ****** policies. Therefore, claims suggesting otherwise would need to be substantiated with clear evidence demonstrating ******* inclusion in such lists.
  If your travel plans included an ****** tour, we are committed to advocating on your behalf to ensure that any eligible refunds are processed in accordance with the information provided. However, it's important to note that claims regarding ******* status in relation to war and associated refunds would require factual validation.
  We value your understanding and patience as we work to address your concerns effectively.Should you have any further questions or require assistance, please do not hesitate to reach out to us directly. We are here to assist you in any way we can.

  Customer response

  06/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  Ucruising has now admitted that the ticket is$1608.18 ******** dollars or about $ **** us dollars rather than the $1500.00 us dollars it said before Nov 7. On Nov.13,Ucruising called us to inform us that ticket can be refunded for ******* us dollars, and Air ****** will to withhold $****** us dollars. Now both parties know that the tickets are non- refundable and valid until Dec.6th. Where did the$******* retuned to us come from? where did the ****** go? Ucruising had to come up with a list of the uses and refunds of our cash $ **** us dollars. So far, Ucruising has not wanted to solve the problem, Is not trying to force us to go to court?

   

  Business response

  12/02/2024

  Thank you for your response. I acknowledge your concerns and would like to address them with clarity:

  Your trip encompassed various components, with the cruise being the primary factor leading to the cancellation, for which a refund has been issued.
  Ucruising's pre-cruise, post-cruise, and excursion expenses are refunded based on the relevant terms and conditions.
  The air ticket, governed by airline regulations, remained unaffected and incurred full penalties. Ucruising cannot be held liable as the cancellation wasn't due to any fault on our part. Following regulatory guidelines, if Ucruising processes based on regulations, guests forfeit the ticket with full penalty, equal to the ticket's full value.

  If the air ticket incurs a full penalty or is valued at $1600, then the penalty incurred is the full value of the ticket, without any credit offered. Regardless of the amount or currency, it exceeds the $300 penalty waiver. Guests who prefer the original penalty terms, as per the clear guidelines, can choose to forfeit the full ticket value without any refund from the air ticket.

  The special waiver of $300 from the airline, along with the reset refund, was a collaborative effort with exceptions. However, it appears that guests may not favor or appreciate this arrangement.

  Should guests wish to reverse their decision and pay the full penalty for the ticket (amounting to $1600 plus), Ucruising can collect the difference in money already received by the client. Guests can then pursue their own course of action with the airline.

  a. If an agreement cannot be reached between Ucruising and the guest, Ucruising can reverse and cancel the $300 penalty waiver, charging back the full penalty of the ticket value from client

  b. Guests are welcome to decline the $300 penalty waiver by reimbursing the difference to Ucruising and choosing their preferred action to address the loss.

  Regarding the misinformation circulating on social media platforms:
  It has also come to our attention that certain posts, comments, or information circulating on social media platforms may contain inaccuracies regarding our services. We want to clarify that such information is not based on our terms and conditions but rather on guest assumptions and pretensions.

  Ucruising cannot be held liable or responsible for cancellations or losses that occur beyond our control. While we make every effort to accommodate reasonable requests and provide assistance, it is important to note that losses that are meant to be protected by travel insurance may fall outside the scope of Ucruising's responsibility and eligibility.

  We want to assure our customers that we prioritize transparency and accountability in our operations.We remain committed to addressing legitimate concerns and providing the best possible service within our capabilities. However, it's essential for all parties to understand the limitations of our responsibility in situations beyond our control.

  I hope this clarification addresses your concerns adequately. Should the decline of special waiver occur, Ucruising will assist in client preference.

  
  

  Customer response

  14/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Ucruising. up to now, has been covering up and warping the truth. Why not show us a statement of our receipts and refunds of us $3778.00 ? Ucruising must come up with a list of a accounts and give us a clear answer. The real price of a ticket from Vancouver To ***** is CAD $1600.18, but Ucruising is lying to US $1500.00. The first time we paid a deposit of US $500.00, the second time we paid CAD $4425.3, but the refund was US *******. However, Ucruising used ******** dollars in all the transaction with *** and Air ******. Is this in line with the commercial law? We have an email from *** cruise line that shows the full cost of our package has been refunded. We have a email from Air ****** proving that Air ****** did not impose a US$300.00 fine, including Ucruising ******* off the copy of our check, which We will take to court.

  Business response

  15/02/2024

  I will copy the last response as the highlight, while provide a pinpoint error from your reply.

  1. email from *** as package full refund: yes, the cruise and tax itself, while that the package agreement with ***

  2. UCruising tour fee are fully refund the pre-cruise, post cruise and excursion

  3. Email from Air ****** no 300 penalty policy: As mention, black and white policy is full penalty of your air ticket value (I have no idea your assumption and perception of USD$1500 vs **** ticket, however, i below its not the concern). Let the logic start with your agreed amount of CAD$****, so your penalty is CAD$****, or let your logic goes with around ****. SO, if you agree the penalty to be USD$****. Since you disagree with the second waiver from the contract, UCruising is welcome guest to repay Ucruising the overpaid USD$900. (you had your refund minus 300 from your fee) .

  Once again, If guest would like to reverse the wavier which date on 13th Nov, which the fund you already received, It can be reversed by repaying the penalty different to Ucruising. 

  In conclusion, Guest refund was more than the regular rules based on the second waiver. when an accident happened to a plan trip without travel protection, lost may not be prevented. Agency can only lower guest loss, but not response for guest loss. 

   

  **************************************************************************************************************************************

  Thank you for your response. I acknowledge your concerns and would like to address them with clarity:
  Your trip encompassed various components, with the cruise being the primary factor leading to the cancellation, for which a refund has been issued.
  Ucruising's pre-cruise, post-cruise, and excursion expenses are refunded based on the relevant terms and conditions.
  The air ticket, governed by airline regulations, remained unaffected and incurred full penalties. Ucruising cannot be held liable as the cancellation wasn't due to any fault on our part. Following regulatory guidelines, if Ucruising processes based on regulations, guests forfeit the ticket with full penalty, equal to the ticket's full value.
  If the air ticket incurs a full penalty or is valued at $****, then the penalty incurred is the full value of the ticket, without any credit offered. Regardless of the amount or currency, it exceeds the $300 penalty waiver. Guests who prefer the original penalty terms, as per the clear guidelines, can choose to forfeit the full ticket value without any refund from the air ticket.
  The special waiver of $300 from the airline, along with the reset refund, was a collaborative effort with exceptions. However, it appears that guests may not favor or appreciate this arrangement.
  Should guests wish to reverse their decision and pay the full penalty for the ticket (amounting to $**** plus), Ucruising can collect the difference in money already received by the client. Guests can then pursue their own course of action with the airline.
  a. If an agreement cannot be reached between Ucruising and the guest, Ucruising can reverse and cancel the $300 penalty waiver, charging back the full penalty of the ticket value from client
  b. Guests are welcome to decline the $300 penalty waiver by reimbursing the difference to Ucruising and choosing their preferred action to address the loss.
  Regarding the misinformation circulating on social media platforms:
  It has also come to our attention that certain posts, comments, or information circulating on social media platforms may contain inaccuracies regarding our services. We want to clarify that such information is not based on our terms and conditions but rather on guest assumptions and pretensions.
  Ucruising cannot be held liable or responsible for cancellations or losses that occur beyond our control. While we make every effort to accommodate reasonable requests and provide assistance, it is important to note that losses that are meant to be protected by travel insurance may fall outside the scope of Ucruising's responsibility and eligibility.
  We want to assure our customers that we prioritize transparency and accountability in our operations. We remain committed to addressing legitimate concerns and providing the best possible service within our capabilities. However, it's essential for all parties to understand the limitations of our responsibility in situations beyond our control.
  I hope this clarification addresses your concerns adequately. Should the decline of special waiver occur, Ucruising will assist in client preference.

  Customer response

  17/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****

  Ucruising continues to cover up and warp the truth without a list of uses and refunds of ** $3778, especial the list of refunds of *** cruise line, all explanation and guibbling are not valid. Air ****** had nothing to do with this. *********** were non-refunded, so there was no reason for the first and second fines. Stop tarnishing *** ******'s reputation over and over again. Ucruising had to produce a list of the final amounts refunded by *** cruise.

   

  Customer response

  11/03/2024

  Hi ******, 
  
  Attached is an update that my parents received from Air ****** customer service. The service rep has stated that they cannot find any penalty fees for the plane ticket. This goes against what Ucruising said which was that Air ****** has a $300 penalty fee for my mom's ticket. Let me what you think, thank you.
  
  *** ******* *** *******
  ***** *************** ****************** ***** ********** ***** ** **** ******* **** *** ********************* ******************* ******** *** ***** *** ******* ******* ****************** ***** ********* ******* ***** ***** *************** ****************** *** ***************** ******************* ***** ********** ***** ** **** ** ******** **** *** ******** *** ***** *** ******* ******* ****************** ***** ********* ******* ***** ***** ********************** ****** ***************************************** *** *************** ************* ****************** ***** ********** ***** ** **** ** ******** **** *** ******** *** ***** *** ******* ******* ****************** **** ****** *** ******  * ** ****** ** **** * ******* *** *** **** ******* ********** ******         *********** ******* ** ***** *** ***** * ****** *** **** *** ** *** ****** *** ******* **** ** ********** ** **** ******       ******************* ******** ******* ******************* ***** ***** **** ************* ******************* ********* *** *** ** **** ******** ******** ******************************************** ***** ****************************************** ******** ***** *** ******* ******* ****************** ******** ****** ****** ** *** ***** ***** ** **** *********** ****** **** * ******* ******* ******** ******* * ******** ** ***** ** ***** ******** **** ** *********** *** *******     **** ******* ****** *** **** ****** * **** **** ** **** * ****** ********* ** ***** * ***** ******* ** **** ***** ******* ********* ********* **** ** **** *** ****** * ***** ******* *** **** ****** **************  ***** *** ***** ********* ***** ** ******* ***** ** **** ** ******** **** **** ********************** ****** ***************************************** ******     **** **** ****** *** ****************** **** *** ************************ *** ********** ** ***** **** ******* *** **** ****** *******  ****************   ** **** ****** **** ****** ******* ** * ******** ****** *** ******* **** ******* *** **** *** *** ******* ********** **** **** *******   ****** **** **** *** ***** *** *** ** ** **** ********* ***** ******* ** ** ********* *** ** ***** ***** ** ** **** *** ****** ** **** ******   ***** *** *** ******* **** *** ******* ** **** ******* ** ********* *** ** ***** ***** *****   ********** ****** ****** *************

  Business response

  11/03/2024

  Hello, 
  thank you for your contact.

  There are two key mistakes from the claim.

  Penalty amount is CAD$1608.01, no refund supposed to be offer from Air file.
  Client keeps missing the point of their ticket are in full penalty if air ticket is given up, which is the fact. The separate arrangement refers to a wavier, which instead of penalty of CAD$1608.01 or full ticket value, one time exception as refund less USD$300 value from the ticket value of Cad$1608 . I suggest guest should ask Air ****** if the ticket was fully penalty or in another word, full amount of CA1608.01 was done and no refund, based on the terms and this ticket. Instead of asking a term of waiver, which is separate arrangement from the air ticket. It is a one-time waiver from the agreement and exception to the air file. 
  As a result, Instead of penalty of CAD$1608, we obtain wavier to lower the refund except USD$300 less.
  As a result, they will not find the penalty stated USD$300 on a fine print, BECAUSE the penalty amount CAD$1608.1 or as the full ticket value. I keep seeing guest insisting if any terms of USD$300 penalty on the original ticket. If Ucruising did nothing, we can let the penalty to be full ticket value.
  eligibility to claim full refund.
  Client do not book a tour package with *** Cruises through Ucruising, instead, they booked a Package with Ucruising which involved *** Cruise in that package. Therefore,the client claims of *** agreed for full refund refer to *** full refunded the Cruise fare potion with ***. On the other hand, Ucruising refunded all Pre-cruise, post Cruise and excursion payment. Air ticket penalty is full ticket value or lets set to be CAD$1608.01.
  As a result, I do not see what reason or standpoint keeps claiming a full refund was titled for the incident. Full refund under this unforeseen situation are covered from travel insurance, not pretending
  We believe the replied has been looping.
  Air ****** terms of penalty 300 do not exist (because the penalty is 1608 full value) , while ****** offered refund with 300 less.
  Solution: if client choice to rollback the waiver. Client welcome to pay Ucruising back the different to request the penalty amount to CAD1608. It will also match client inquire to Air ****** if no waiver was offered.
  In correct assumption as it is not *** package though Ucruising, but it is a package from Ucruising involved *** Cruise as portion.
  Solution: client can submit their claim to *** directly as they are the cause of their lost.
  
  To whom it may concern from BBB, please review the conversation as above reason and reply has been repeated.Please review the initial question when complaint opened, compared to the latest question. Ucruising strongly believe all previous explanation resolved all questions and concern based on logical fact. 

  Customer response

  14/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Ucruising *************** should have seen the email sent to ** by Air ****** and there was no penalty for ***********. You may not accept it, but it is the truth. In ****** you get invoice for everything you buy. Now you say there is no invoice, so the fine you said, according to our common sense, must be recorded in your company's accounting computer, if there is no record, how do you go to tax? or like tearing up our check copy, eliminate the record in the accounting computer? Only by taking out the ticket penalty records, and the *** Cruises Line's refunds records can the problem be solved. Everything in ****** is transparent. Except state Secrets.

  ***** and ****

• Initial Complaint

  30/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is about their office in Richmond, BC . Address : unit 2260 - 4151 Hazelbridge way , Richmond, BC V6X 4J7. Tel: 6043598228 I recently joined a 8 days cruise tour to Mediterranean sea , a total of 4 persons .the fees we paid including the round trip air ticket to and from Vancouver to Barcelona , Spain. But when they provided you the travel details, it is so Unreasonable and you won’t get refunded if you cancel the trip stand for you have to accept what ever they provided even that was totally unacceptable to us . the in sane travel route fly you from Vancouver to dallas USA and return back to new york in order to join a flight to Barcelona to board a cruise in Barcelona.same group of passengers travelling from toronto fly direct from new york to Barcelona and returning direct to toronto from Barcelona, why can’t we travel from yvr to toronto or new york and connect a flight to Barcelona? And it was even outrageous on our return trip, we are booked to fly from Barcelona to madrid and madrid to dallas and the connection flight to Dallas was less than one hour in Madrid but the terminal for the connecting flight is at least half an hour travelling time from the departure terminal where you also need go through the passport control again and thats takes up a lot of time as well. I also made an request to UCruising to arrange my birthday celebration on the ship on my birthday, but very disappointing, the cruise guests services confirmed that they had not received any instructions from the travel agency. That’s simply shows they are trying to save the air ticket cost as this was fully paid up front when we booked the cruise. Moreover, we have to pay for our first check in bags where in general the first bag should be free. We also require to pay for our transportation to Barcelona airport as no airport transfer was being arranged from the cruise port to Barcelona airport.

  Business response

  05/06/2023

  Dear **********,
  
  We deeply regret receiving your complaint, and we assure you that we take all customer concerns seriously. We have thoroughly investigated each key point you raised, and we would like to address them individually:
  
  1. Air Schedule - Double Connection or Alternative Options:
  The air ticket routing for the Cruise and Air package is determined by the contract and supplier department. We have limited control over this, and according to our records, the itinerary was provided before ticket issuance. The hotel arrangement was also provided at the same time before the air tickets were issued. Although alternative routing options with additional costs were offered, you chose to stay with the package. Our consultant did request an alternative itinerary, but unfortunately, no additional air itinerary was available. Our communication records on 28th March reflect this.
  
  Please note that air itineraries for the Cruise and Air Package are subject to the air contract supplier and depend on the gateway. Air ticket routing is subject to availability, and international connection standards are provided. Customization or deviation of air tickets is possible at the final payment stage; however, there may be fees for re-customization after ticket issuance.
  
  2. Air Schedule - Tight Connection Schedule:
  According to connection rules, we typically review options based on the airport to determine if additional choices are available. For international flights, domestic connections should have a minimum of 30 minutes, while international connections should have a minimum of 1 hour, as per airline guidelines.
  
  3. Missing Birthday Notice:
  We sincerely apologize for the failure to deliver the birthday notice as requested. A birthday notice was submitted on 25th April, and it should have been followed up by the UCruising onboard leader to avoid any oversight and ensure appropriate arrangements.
  
  4. Checked Baggage Fee:
  Please be aware that all international air tickets between Europe and North America only include carry-on luggage. The fee for checked baggage is additional. While we inform customers about this policy, the check-in baggage fee itself is not included in the ticket price.
  
  5. Transfer Cost from Airport to Pier:
  The initial booking status does not include the transfer from the airport to the pier. Transfer services from the airport to the pier are not included, and we apologize for any confusion caused.
  
  Once again, we apologize for any inconvenience caused and appreciate your feedback. We value your patronage and will take your concerns into account as we continuously strive to improve our services.
  
  Sincerely,
  UCruising Post-cruise Service

  
  

  Customer response

  08/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer response

  08/06/2023

  Their response with the words deepest regret was really insulting as their response to my complaint is really none of their concern!  First of all , we booked the cruise in early February, they have all the time to find and reserve the flight for us,  they mentioned we can refuse to accept the flights arrangements but in real fact they simply told me there are impossible to change unless we paid for the extra, and if we prefer to cancel the trip we are not getting full refund! 
  moreover, the double connections they referred to sounds acceptable to me but it has to be sensible connection but not travel from north to south and travel back from south to north to connect another flight! What more was the agent told us the flight provided are usually direct or if not may be one stop more, and in our case it would be most likely from Vancouver to Toronto than directly to Barcelona before we booked the tour.  The request of birthday arrangements is on the date we book not April ad they said .flight connections for international is one hour but they didnt consider the late arrival of the flight from Barcelona and the connection terminal is 30 mins away and not the same terminal
  
  

   

  Business response

  10/06/2023

  Dear guest,
  We apologize for any confusion that may have arisen, and we would like to take this opportunity to provide a more detailed explanation regarding your concerns.
  Regarding flight routing, while it may appear as a north-south travel on a flat map, all aircraft actually follow assigned routes. The total travel time for your flight, including connections, is approximately 15-18 hours. We deeply regret any disappointment caused by the routing. The travel industry has experienced a significant number of air schedule changes, cancellations, and reassignments, which have affected the group seat allocation and the confirmed routing. In some cases, these changes are beyond our control due to contractual obligations with ******* *** ticket providers. Consequently, this has resulted in unfavorable connection times.
  I would like to clarify that the mention of the birthday remark was made in April during the finalization process with the cruiseline. We can verify this remark from our system records.
  Despite our best efforts to address the issue, we understand that there were still some disappointing and unfavorable airline consolidation conditions. Ucruising is pleased to offer a goodwill gesture of a $50 credit per person in light of the situation. We hope that this gesture demonstrates our commitment to customer satisfaction and serves as a token of any inconvenience caused
  Once again, we apologize for any misunderstandings and inconveniences you may have experienced. If you have any further questions or require additional clarification, please do not hesitate to reach out to us.

  Customer response

  12/06/2023

  Complaint: ********
  
  I am rejecting this response because:
  They kept refusing to accept their wrong doings and provides excuses without ground. They are actually disgraceful to the whole travel cruise industry, how about I gave them back $300 per head in our group to make our past trip right? 
  they are referring to the total travel time, from Vancouver to Barcelona was only 15 to 18 hours including time to transit, But in fact, I want to break down the traveling time to and from Barcelona below;-
  vancouver to Dallas 4 hours, transit 3 hours 30 mins, 
  dallas to New York 3 hours , transit 2 hours 15 mins
  new york to Barcelona 7 hours 50 mins
  total : 20 hours 35 mins for us to get to Barcelona.  Not 15 to 18 hours.
  Returning to Vancouver 
  Barcelona to Madrid 1 hours 15 mins 
  Madrid to Dallas 10 hours 25 mins,
  Dallas to Vancouver next day 4 hours 
  including 13 hours overnight in dallas , the total travelling time for us was 28 hours 40 mins.
  Ucrusing told us no other choice and we must transit from dallas and wait for connecting flights next day, 
  total travel hours for the 8 days cruising alone was 49 hours 15 mins 
  more than 2 days for a trip of 8 days. 
  Please convince me this is acceptable and reasonable?
  For a two stops flights from Vancouver to Barcelona whether is connecting in Toronto or new york it would only be 25 hours .  A different between 50 hours and 25 hours of travelling time compared to passengers from Toronto. 
  
  And what we pay for the air fare alone was $1310 per person out of the total package of $2680,  how do I knew that because the $1310 was actually paid directly to ******** ******** by our own credit  cards.
  During that travel period, I check the air fare cost for a two stops air ticket, you can easily find lots of options from $910 to $1100 per head  for direct sensible connection. But not the travel routes that you provided? Who should be blamed if not the company Ucruisimg???
  again for the birthday arrangements, I have no control to when exactly you r arrangement dates In April or when ? But to the consumer I requested this in Feb and thats ample time to contact ***** *********. Regardless of the date, ***** ********* told me they never received the request from Ucruising. 
  
  same questions I had for Ucruising, why the travel route arrangements is so different to the people who joined from Toronto and we pay the same fees??!
  
  
  Sincerely,
  
  ******** ***

  Business response

  16/06/2023

  Thank you for your response. I understand your confusion and would like to clarify the information provided in my previous email. The stated travel time of 15-18 hours refers specifically to the duration of the flight, as it directly addresses your concerns about traveling north and south. I have attached a copy of the flight itinerary detailing the aircraft time for your reference.
  I apologize for any disappointment caused by the air routing. Please understand that "******* ***" refers to the air ticket that matches the requirements for embarking and disembarking from the cruise, based on the requested dates. The ******* *** is designed to fulfill the air ticket requirements from the system, and the routing depends on the air contract. Therefore, the terms and conditions of ******* *** may not always align with the client's routing expectations. The contract is responsible for providing a schedule that matches the legal connection ticket. Although Ucruising has filed a complaint, they consider the contract to be fulfilled.
  In your case, when the ******* *** was delivered, our staff searched for alternative options and even offered a refund for the air ticket portion. Clients are allowed to arrange their own air travel using the refund provided. Additionally, the $300 hotel charge was from us and not the package supplier, so the package supplier will not be held responsible for it.
  To reiterate, if there were indeed flights available at a significantly lower cost, we would have explored easier replacement options, or clients could have used the refunded air ticket portion to arrange their own travel.
  Once again, the air portion was offered to be refunded when the non-ideal itinerary was delivered, as recorded on March 29th. It will be difficult for us to retrieve additional records or conversations once an option has been selected.
  Regarding the issue with the birthday remark, according to our system records, it was sent to the cruiseline on April 25th, regardless of when you informed us about it. Furthermore, I would like to inquire whether this matter was brought to the attention of our onboard leader, who is one of our representatives. Bringing this matter to their attention would allow for immediate verification, review, and correction, thereby avoiding further complaints until the issue is resolved.
  Regarding your question about the air route arrangement between Toronto and Vancouver, it is true that the availability of flight options to Europe differs between the two locations. Generally, the east coast, including Toronto, tends to have more flight options to Europe compared to the west coast, specifically Vancouver. The geographical difference between Vancouver and Toronto impacts the air routing for flights to Europe, and as a result, Toronto usually offers more flight options to Europe. This variation can affect the options available within the air contract based on the gateway city.
  Once the ******* *** or price is confirmed, we make every effort to request the best air options for our clients. However, it's important to note that when the ticket routing is delivered, clients always have the choice to either accept the options provided by the ******* *** or to upgrade to different options. The procedure for clients remains the same, regardless of the gateway city.

  Customer response

  20/06/2023

  
  Complaint: ********
  
  I am rejecting this response because it didnt give me any acceptable conclusions but the same old explanations over and over since day one, as they are not looking into the situation as they are the patrons  and they didnt think they could have done it better so there are no reasons to continue with the complaint, 

  i wish to know if BBB is going to ***** **** this company or provide my cruising experience with this company in your website so the public should be made aware of their horrible services and consider whether they should join their cruise tour especially when air travel is involved.  Or any professional advice that I can get from your company?

  
  Sincerely,
  
  ***********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩