ComplaintsforAmerican Cruise Lines

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Initial Complaint
08/19/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company continues to send unsolicited junk mail to my home address, in the name of my deceased mother (********** ** *******. My mom passed away in April 2023 and never lived at my home address. I have notified American Cruise Lines on multiple occasions- by phone and by email- that my mom is deceased, and have asked them to stop sending all mailings in her name. They have ignored every request.
Business response
08/22/2024
Dear *** *********,
We appreciate Mr. ****** bringing this to our attention and have confirmed the removal of the ******s from receiving all and any solicitations and communication from American Cruise Lines.
Should they receive any further communication, please call ###-###-#### to investigate.
We apologize for any inconvenience or frustrating this may have caused.
Sincerely,
American Cruise Lines
Initial Complaint
07/15/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My husband and I have booked an ACL tour beginning on August 2, 2024, and have experienced false advertisement. Upon gathering information for booking, I was informed all the rooms have private balconies. Looking at the brochure, D******* *** ******** *** ***** ******, room *** is a private balcony. The enclosed Stateroom categories key indicates all rooms have private balconies on the boat, just as the agent confirmed. After final payment, a printout of the room assignment indicates there is a room assigned with no private balcony. After several phone calls to ACL concerning the discrepancy, I was told that I didn't discuss the private balcony as I made payment. I trusted the ACL agent's word because the room was reserved with the understanding that it was the private balcony just as I was led to believe. For this I am disappointed in ACL's dishonor regarding this false statement. Enclosed is the stateroom key in the brochure. ***** *******
Business response
07/25/2024
Greetings Mr. *********,
We thank Mrs. ******* for taking the time to articulate her experience reserving her upcoming cruise with American Cruise Lines. While we understand her concern regarding the lack of a private balcony in the selected state room, we believe there is a misunderstanding. The photo attached reflects the ******** **** (Modern Riverboat), which is a different ship and class than what they are reserved on the ******** **** (Paddle Wheeler). Please see the attached deck plan consistent with the reservation.
We look forward to welcoming the *******'s aboard and are confident they will enjoy their experience.
Sincerely,
American Cruise Lines
Initial Complaint
02/09/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went on a cruise in 2023. Ever since I have received MANY mailings from them, to the point where I feel it is harrasment. I have called customer service multiple times asking to be removed from mailing lists, yet I still get mail. Please stop and never contact me with any method of communication including mail, e-mail, text, and phone.
Business response
02/12/2024
Dear Mr. Henderson,
After reviewing Ms. ********* folio, we have confirmed that the following settings have been marked: 'Remove from Mailing List', 'Do Not Call', and 'Email Opt Out'. There should be no other communication expected from American Cruise Lines and we apologize for any inconvenience this may have caused. Should she receive any further material or wish to be added back on our list, she may email ***************************************.
Sincerely,
American Cruise Lines
Customer response
02/13/2024
****** ******** *******

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if what they have promised actually is done.

Sincerely,

**** *******
Initial Complaint
06/20/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Selected a Cruise to the *** ******* ******* on the American Star Cruise ID. *********: Booking number (******28). The cost of the Cruise was: $5.210.00 each with a $1000.00 stateroom savings totaling $9,420.00. We also purchased the "Deluxe Protection plan at a cost of $490.00 each totaling, $980.00. I had a medical emergency on the first night and needed to be Hospitalized missing the entire cruise. Contacted American Cruise Lines and they indicated no consideration would be available. Recommended I Email Customer Service with this information and I did twice and neither Email went through. The ship did not leave the Dock due to rough weather and departed Tuesday 6/6/2023.
Business response
06/20/2023
To Whom It May Concern,
We are in receipt of Mr. ************ complaint regarding his recent *** ******* ******* cruise aboard the American Star. We regret to hear that Mr. ********** disembarked early and that he was unable to continue the cruise as planned. Mr. ************ request had been received by our Customer Service department and escalated to the Executive Office for review. A response has been written settling this complaint internally and we hope this resolves his complaint.
Sincerely,
American Cruise Lines
Initial Complaint
04/25/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My mother had a cruise set for May 2023. Unfortunately she passed away unexpectedly February 13th. Because I did not notify the cruise line the DAY she passed away, they did not provide a full refund stating she didn’t have trip insurance. However, it’s not as if my mother just changed her mind. She isn’t able to go because she passed away. I called “customer service” 4 different times begging to be transferred to someone who could help, but was always referred to the email to “cancel” (even though it wasn’t technically a cancellation), I was told time after time by customer service that there isn’t a separate policy for deaths. No one would reply to my email so that I could forward them a copy of any paperwork they may need to verify the passing of my mother. And even after explaining in my THREE different emails of her passing, they made a check out in her name. So now I’m left with a check that I can’t cash and not the full refund because I didn’t notify the cruise line the day my mother passed away. The company should go by the date of death, not the day I called because contacting a cruise line was NOT on the top of my list after losing my mother. I have told everyone I know to never book with American cruise lines. The absolute worst customer service and infuriating contact information when no one can help.
Business response
05/11/2023
Dear Mr. *********,

We are in receipt of the complaint submitted by Ms. Gardner regarding the cancellation of her mother’s cruise. We regret to hear of Ms. ****** passing, and we extend our condolences.

We have reviewed Ms. ****** booking and believe it was handled within the policies governing it at the time of cancellation. The reservation was cancelled 77 days before the set embarkation date of May 15, 2023. Based on Ms. ********* report of her mother’s passing in February, even if it had been reported the same day, the same terms still would have applied. Attached, please see a copy of the Cancellation Terms provided at the time of the booking.
A refund check for the eligible amount was automatically issued to the source of the payment. We will gladly reissue to the “Estate of” or Executer if paperwork is provided. We ask that Ms. ******* submit this request to ************************************ who will work with our Accounting team to reissue the funds due if it has not been cashed yet.

We hope that you can appreciate that we must be consistent in the application of our policies. This is done for fairness to all guests and to ensure that each reservation is handled appropriately.

Sincerely,

American Cruise Lines
Initial Complaint
02/21/2023
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was charged 4500 my first day of sailing. My card kept receiving an error code 99999. No one knew what was going on until I received my bill the next day. I went from customer service to casino, back and forth. The casino manager told me I should be more responsible with my card and not to bother him anymore. Customer service said the same thing. It kept double charging until I demanded they issue me a new card then it stopped. I called the Miami office and thought it was all worked out because the holds were off my accounts. When I left the ship, I was charged 6200. I am extremely furious and would not spend that kind of money in one and a half days. No one listens and no one wants to help me or figure out what went wrong.
Business response
02/21/2023
Dear Mr. *********,
We are in receipt of the complaint submitted by Ms. *******. We have reason to believe that this complaint is not meant for American Cruise Lines. We have no record of Ms. ******* traveling with us, nor can we speak to any of the issues sited in her complaint.
Sincerely,
American Cruise Lines
Customer response
02/21/2023

Better Business Bureau:
It is the ******** cruise lines.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
01/25/2023
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Cruise #*** on 05/07/2022 had bad weather necessitating 3 extra nights in port thus missing several stops. Offer was made to us to refund 25% back on our next cruise. However, we will not be taking another cruise in the future and I am requesting a partial refund of 25% of the total cost I paid for this cruise. My total cost was $12,960 paid on 02/02/2022. I mailed a letter on July 15 to Bret B****** of American Cruise Lines which was followed by an email from me on 10/10/22. In late fall I received a telephone call from American Cruise Lines trying to interest me in another cruise. This person found documentation of these previous two communications on file and requested that I write another letter, but I feel I've sent adequate documentation. Since I've had no response to either communication, I'm filing this complaint.
Business response
01/25/2023
Dear Mr. *********,
We are in receipt of Mrs. *****'s complaint and we thank her for taking the time to articulate her experience aboard the ******** ****.
While unfortunate, the itinerary modification on your cruise was an unavoidable necessity due to weather. Situations like this arise from time to time and the crew worked hard to continue to provide a meaningful experience.
A courtesy discount was extended to guests of this sailing in an effort to regain their confidence in us. We are confident that we can make your next journey with us an incredible one.
Should she choose to cruise with us again, she may call call ###-###-#### to speak with one of our Cruise Specialists.
Sincerely,
American Cruise Lines
Customer response
01/25/2023

Complaint: ********

I am rejecting this response because: My husband is 87 years old, and we will not be cruising again; therefore, the offered 25% off a future cruise is useless to us.

Sincerely,

***** *****
Initial Complaint
12/30/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Date is November 19, 2022. Because the boat could not get to ******* as promised, we had to be transported from ****** to *******. My husband had tested covid positive on Wednesday Nov 16 so the cruise line ordered us a taxi as we could not join the bus going to *******. We had to pay out of pocket $125 for the taxi. I previouslt made a phone to ACL mid October and talked to Natalie asking if there were issues getting the boat from *** ******* to ******* because the news was reporting there was. She told me no issues, that is only a problem with larger boats. The taxi cab driver told us they couldn't get to ******* for weeks. I was blatantly lied to. In retrospect, we were doing ACL a favor by reporting testing covid positive and by being forthright we were penalized. Also when we entered our rooms we saw hair on the bathroom walls and shower floor, so how well are these rooms cleaned and sanitized between passengers. I have been in contact with ACL but have been told because we have no taxi receipt we won't get reimbursed...who gets a taxi receipt??? Will definitely not recommend ACL and have seen on ******** ******** ACL has a bad previous record.
Business response
01/09/2023
Dear Mr. *********,
We are in receipt of Mrs. *******'s complaint and we thank her for taking the time to detail her concerns surrounding her recent ***** *********** cruise.
The historic low water conditions and river closures presented unique challenges that we all worked to adapt to as we sailed. Each sailing schedule was impacted by the physical limitations of the river, ** **** ***** dredging activities, and commercial traffic patterns. Her feedback helps us to improve our future planning and communication in the event of changes.
Despite having no receipt of her taxi fare, we will be issuing a check for the amount of the trip which she can expect in the coming weeks.
Sincerely,
American Cruise Lines
Customer response
02/06/2023
Hello, I am emailing to advise you that I have not received a cheque from American cruise line as they advised they were going to do in the January 9 email.

**** *******
Business response
02/06/2023
Dear Mr. *********,

The refund check was issued on 1/24/23 #179500 in the amount of $125.00 to ******* ******* and mailed to *** **** ******* **** *** ******** *** ******* *** *** *******
She should be receiving it in the coming days.

Thank you,

American Cruise Lines
Initial Complaint
11/28/2022
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Amount paid for cruise: $13000 DATE OF TRANSACTION: Nov 12, 2022 – Nov. 20, 2022 Before we left we were aware of the unusual drought in the river….I called only to be told that we were to get on a four hour bus ride to board the ship…..when I told them I was not informed of this, the telephone customer service said everyone was told in an email….I insisted I never received the email and asked if I can change my cruise date….CATEGORICALLY she said NO!….while on the cruise I learned no one person received such an email….when we got to the ******* hotel they did not have a room ready because they said they did not have a reservation for us, although they had our welcome packet…..this was an unsettling way to start our celebration…… While on the four hour bus ride, instead of watching a civil war movie which would be more appropriate to the destination and population on the bus, mission impossible blasted on a scratchy sound system…..many people were moving to the back of the bus,,,,there was no complimentary ******* excursion because of early departure. We went right into cocktail hour and dinner……it was a wasted first day…..the total time spent on the boat only had a few lectures on the *********** River……not any on the battles of the civil war…..one day was spent entirely on the boat, which could have offered us educational lectures but instead we played charades….. The complimentary excursions were either a loop tour in which we had to wait for bus pick up in the cold for hours (given the fraught conditions and unforeseen circumstances, proper, well thought out adjustments should have been made). , or an excursion that taught us little about the civil war and slavery…..we did however get to see many plantations and were told about great wealth, but very little insight into the horrific conditions of Americas tattered past….. We opted for a veranda suite, and once again we’re very disappointed……only three of the seven nights did we receive the housderves that were supposed to come with the room…….our bed, although I requested and was provided with a mattress topper, was extremely uncomfortable, causing many sleepless nights…..the balcony was rusty and dirty….. There we’re not enough golf carts to take people from the boat to the bus, often causing long waits……given the conditions, this should have been anticipated and provided accordingly…..One older person even fell and had to be taken to the hospital. On our city excursion bus tour to the airport in *** *******, the bus driver had to do the tour since our tour guide did not show up……he showed up half way into the excursion and was sent away by the bus driver…..no significant civil war history was talked about….. We spoke our frustrations with the cruise director very soon into the trip, and although he seemed interested, nothing was done to address our concerns…..we were not the only ones feeling this….. I was expecting a grade A trip, which we handsomely paid for, but received a grade C experience….. THIS TRIP SHOULD HAVE BEEN CANCELLED DUE TO THE DROUGHT CONDITIONS OF THE ***********, OR WE SHOULD HAVE BEEN GIVEN THE CHANCE TO RE-SCHEDULE. I contacted AMERICAN CRUISE LINES and was offered 25% offer a FUTURE cruise. I do not want to take any future cruise with them.
Business response
12/06/2022
Dear Mr. *********,

We thank Mrs. ********* for taking the time to review and detail the experience on the ******** ****.
We understand that the itinerary changes with little notice were impactful and frustrating. While the changes of the conditions on the River were beyond our control, we know that any deviation is disappointing and that guests were not able to fully experience the service for which we are known. We will extend the usage of the onboard savings courtesy discount on any 7-night cruise taking place in the next year and would be grateful to welcome her back aboard. For further assistance, she may reach our cruise specialists at ************.
Sincerely,

American Cruise Lines
Business response
12/06/2022
Dear Mr. *********,

We thank Mrs. ********* for taking the time to review and detail the experience on the ******** ****.
We understand that the itinerary changes with little notice were impactful and frustrating. While the changes of the conditions on the River were beyond our control, we know that any deviation is disappointing and that guests were not able to fully experience the service for which we are known. We will extend the usage of the onboard savings courtesy discount on any 7-night cruise taking place in the next year and would be grateful to welcome her back aboard. For further assistance, she may reach our cruise specialists at ************.
Sincerely,

American Cruise Lines
Customer response
12/06/2022

Complaint: ********

I am rejecting this response because:
After I learned, the day before the cruise, that we were to experience a four hour bus ride, thus missing one full day on the ship, I asked to be transferred to another cruise at a future date. This request was abruptly IMMEDIATELY AND CATEGORICALLY DENIED. Although I realize American Cruise Lines is not responsible for the drought in the ***********, they should have reasonably foreseen the difficulties that lie ahead, and cancelled the cruise like they did all further cruise after our sailing date. In addition, the amenities on board the ship were sparse, i.e. golf carts to take us from the pre-fabricated landings to bus; food choices; inexperienced staff (including but not limited to cruise director, tour director, waiting staff) guest speaker lectures about the civil war, not just the river; clean accommodations; etc. I have told ACL in previous communications that I did not want a discount on future cruises. That solution is strong arming me into taking another cruise with ACL. I would request a 50% refund on the $12,400 this cruise handsomely cost us. We paid for a grade A cruise, and received at best a grade C cruise. ACL was not looking after the best interest of the consumer, only to make sure the money already spent was securely in their pockets.

Sincerely,

***** *********
Customer response
12/06/2022

Complaint: ********

I am rejecting this response because:
After I learned, the day before the cruise, that we were to experience a four hour bus ride, thus missing one full day on the ship, I asked to be transferred to another cruise at a future date. This request was abruptly IMMEDIATELY AND CATEGORICALLY DENIED. Although I realize American Cruise Lines is not responsible for the drought in the ***********, they should have reasonably foreseen the difficulties that lie ahead, and cancelled the cruise like they did all further cruise after our sailing date. In addition, the amenities on board the ship were sparse, i.e. golf carts to take us from the pre-fabricated landings to bus; food choices; inexperienced staff (including but not limited to cruise director, tour director, waiting staff) guest speaker lectures about the civil war, not just the river; clean accommodations; etc. I have told ACL in previous communications that I did not want a discount on future cruises. That solution is strong arming me into taking another cruise with ACL. I would request a 50% refund on the $12,400 this cruise handsomely cost us. We paid for a grade A cruise, and received at best a grade C cruise. ACL was not looking after the best interest of the consumer, only to make sure the money already spent was securely in their pockets.

Sincerely,

***** *********
Initial Complaint
11/28/2022
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My husband and I cruised with American Cruise Lines on Sept 7,2022. Booking #********. We prepaid for our excursions as per the cruise line request. While on board some of our ports and subsequently, our excursions were cancelled by the cruise director and/or captain; due to “inclement weather.” We were told a credit would be issued to our credit card and to call upon our return to verify. I called on Sept. 26, 2022 and was told a check would need to issued as they were not equipped to refund a credit card and that i would receive the check in 4-6 weeks. I called again on October 24 and was told my check was being processed for mailing and should receive it within the week. I called again today, November 23, and was told the accounting department was closed and the refund check was in process. And she said she had no idea how long it would take. I believe this company is giving me the run around and has no intention of refunding me for the cancelled excursions i prepaid for; the cruise was overpriced, the management staff unorganized and unprepared. And their customer service is terrible. Buyer beware!! ******* & ****** *********
Business response
11/28/2022
Dear Mr. *********,
We are in receipt of Mrs. *********'s complaint and have investigated the status of their refund. Our Accounting Department has confirmed that a refund check in the amount of $170.00 has been processed and will be mailed in the coming business days. We hope that this resolves her complaint, and that we will welcome them onboard a future cruise.
Sincerely,
American Cruise Lines
Customer response
12/04/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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