Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  wanted to change cruise date but there policy is that it has to be done in 90 days paid 2/425 leaving 2-9-25 that gave me two days to change, wife bought ticket as a surprise for me and just let me know last week we were going to surprise our friends on their cruise but it was 11 days to early now we are going alone. can't change it very upset

  Business Response

  Date: 03/17/2025

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

  We are in receipt of the complaint submitted by the consumer. We are unable to locate any reservation or inquiry with the identifying information provided and believe this may have been intended for another company. We ask that they provide a booking number or names exactly as they appear on their booking confirmation for verification.

  Sincerely,

  American Cruise Lines

  Customer Answer

  Date: 03/18/2025

  ******** may 2   wanted to go may 13

  Business Response

  Date: 03/24/2025

  Dear *** *********,

  With the given information, we were able to find the reservation made for *** ****** (their name and email is different than what we have on file for them than in this complaint).

  Their reservation was handled by their Travel Agent whom is responsible for properly reserving clients on the desired date and communicating all pertinent details of the booking to the traveler. The reservation was made in December 2024. We were not made aware of the date change request until their Travel Agent inquired on March 6th, 2025. While we are open to making an exception in this case as a courtesy, the sailing being requested is fully sold out with no capacity to move them. Should a vacancy arise, we recommend their Travel Agent contact our Customer Service team at ###-###-#### and we will work to confirm them on the desired date.

  Sincerely,

  American Cruise Lines

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid a thousand dollar deposit for a cruise with both written and verbal acknowledgment that we could cancel within 24 hour time frame for a full refund. My husband called prior to making the reservation and entering the credit card information to make certain that the deposit would be reimbursed in full should we decide against cruising with this company. He emailed the cancellation within the time frame and they are refusing to refund the 1,000.00 deposit. He spent over 90 minutes on the phone with them over the course of 2 days with no resolution. The only response he got from the agent was "I'm sorry but there is nothing I can do". When my husband asked to speak with a supervisor the agent's response was "there is no one to transfer you to that can change this decision". We have cruised and traveled for the past 40 years and have never experienced such poor customer service. Any company who treats their customers in this manner should not be allowed to stay in business in our opinion.

  Business Response

  Date: 03/11/2025

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

  We have reviewed the complaint submitted by *** *** **** ******* and the details of their reservation cancellation and thank them for providing the additional details. We have honored the 24-hour cancellation and reversed the cancellation on their form of payment as a one-time courtesy based on the timing of their notice to cancel. We hope to welcome them aboard in the future.

  Sincerely,

  American Cruise Lines

  Business Response

  Date: 03/11/2025

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

  We have reviewed the complaint submitted by *** *** **** ******* and the details of their reservation cancellation and thank them for providing the additional details. We have honored the 24-hour cancellation and reversed the cancellation on their form of payment as a one-time courtesy based on the timing of their notice to cancel. We hope to welcome them aboard in the future.

  Sincerely,

  American Cruise Lines

  Customer Answer

  Date: 03/13/2025

  
  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,
  
  ****** *******

  Customer Answer

  Date: 03/13/2025

  
  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,
  
  ****** *******

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 23rd 2025 I booked a cruise with American Cruise Lines. Booking number *****869. We went over the details and the cruise specialist explained to me the importance of trip insurance. His exact comments were that they sell this insurance through this call and although they were a little higher than obtaining my insurance through a third party company, they offer a 100% guarantee which in the case it would have to be cancelled I would receive all my monies back with less hassle and only have to deal with them. I have purchased trip insurance several times for trips of this costs and also felt this type of insurance could be valuable. I was required to pay this amount while booking and on the phone with a credit card. I did not receive any paperwork on the "Cancel for any reason" policy until it would be emailed to me after payment went through. Never was it brought up that I would have to pay a $250.00 per person fee to cancel the trip! This is after paying $670.00 per person as the costs of their insurance policy. Well due to scheduling conflicts I did need to cancel. I did receive their cancellation settlement in a form letter explaining that they deducted $500.00 from my return for administration fees, leaving me a total of $300.00 to be returned from The $2,140.00 I paid. I believe that from the conversation I had with the cruise specialist that they were completely deceptive with their information that they gave me on the phone and fraudulent with the information that they provided. As of today, March 04, 2025 I have not received any return of my monies and although I contacted them the cruse specialist cannot offer any information on cancellations. Do to their fraudulent and deceptive sales tactics I believe I am entitled to a full refund of the $2,140.00 that I paid as if all the information that came out after payment I believe that I would never have purchased their insurance and went to another reputable company.

  Business Response

  Date: 03/24/2025

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

  We are in receipt of the complaint submitted by *** ****** and appreciate him taking the time to articulate the cancellation of their ***** *********** cruise. While we regret they will be unable to join us on their scheduled embarkation, the cancellation was handled in accordance with American Cruise Lines’ Cancellation Policy.
  
  The terms of our cancellation policies are transparent, well publicized, and available to all guests through our website, on all receipts, and through our Cruise Specialists. The policy is transparent about all fees, including the $250 per person cancellation administrative charge. The Administrative Charge is non-refundable and will remain available for use as a courtesy discount toward any cruise booked within one year of your cancellation.

  *** ****** have disputed the charges for their reservation through their credit card company. We recommend they continue working with their issuing bank for further information regarding the status.

  Sincerely,

  American Cruise Lines

  Customer Answer

  Date: 03/24/2025

  
  Complaint: ********
  
  I am rejecting this response because: As I booked this cruise I requested that I would need to have "TRIP Insurance". The cruise specialist informed me that they had a trip insurance policy, that they would be happy to sell me. At no time did the specialist state that this was not insurance which they now claim was not insurance but a company policy that has many requirements which were not stated.  It was clearly  misrepresented to me. At the time of agreement I did not have a copy of what I was required to do to maintain this policy and that I had to cancel within 24 hours of purchasing the policy. It was sold to me as a 100% refund of my costs if I cancelled prior to 91 days of departure. I did cancel within the 91 day requirement and was the sent a letter that there would be a $250.00 per person charge because of the cancellation. Never was this represented to me of these charges and again I did not receive any information of these charges until after I fully paid for the insurance and charged to my credit card. I expected a 100% refund of the monies I paid to them as was what we discussed verbally. At the time of my purchase I was aware that the cost of the insurance would not be refundable, but when they offered me a $300.00 refund from a %2,140.00 initial down payment, I realized that the insurance was a scam and would not ever want to deal with this company. I do expect a full refund of all monies I paid for the fraudulent and deceptive business practices that they used on me. They claim that this is in their policy (not insurance) but is not clearly stated when you book this. None of this information is explaned to us. Just a push to close the deal.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 03/26/2025

  **** *** *********,

  As previously stated, the terms of our plan are readily available before confirming the reservation or payment. We are clear to state that this Plan is not insurance. The Cancel For Any Reason Protection Plan is a cancellation fee waiver program provided by American Cruise Lines. It is an addendum to American Cruise Lines’ Passenger Contract that replaces the Passenger Contract’s standard cancellation terms. Our Cruise Specialists are trained and readily available to answer any questions regarding the coverage and terms.

  During this active credit card dispute, we are unable to review their complaint further until proof of closure is provided as we work directly with their bank.

  Sincerely,

  American Cruise Lines

   

  Customer Answer

  Date: 03/29/2025

  
  Complaint: ********
  
  I am rejecting this response because: The American Cruise Line statement that there rules are readily available and posted is simply not true. They give you no information on their policy's and do not give you time to read the rules prior to purchase, The cruise specialist are very adept to talking you in to paying for your trip with no explanation as to the contents and time schedule of their contract. They are good at closing the trip without specific details of the cancel for any reason contract which now appears to be 24 hours. Deceptive!
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 04/09/2025

  Dear *** *********,

  We understand that *** ****** remains dissatisfied. Our Cruise Specialists are trained and ready to assist with any questions or clarification to our cancellation terms. They are also printed on all receipts including the one provided at the time of the reservation, and our website should you wish to review the terms before committing to the reservation at *******************************************************. We strive for transparency and appreciate his feedback.

  Sincerely,

  American Cruise Lines

• Initial Complaint

  Date:03/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They refuse to remove my mailing address from their list despite the several requests I have made including a **** privacy request.

  Business Response

  Date: 03/04/2025

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

  We are in receipt of the complaint submitted by *** *****. We are unable to locate any record of their information on our mailing list or systems with the information provided. We ask that *** ***** please submit a full photo of any mailing piece so that we may investigate and work to identify where the mailings may be getting triggered from and we will be happy to remove it.

  Thank you,

  American Cruise Lines

• Initial Complaint

  Date:01/17/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In their sales materials, the company prominently offers "Free Airfare" without conditions or limitations. However, that amenity is available for their ********* and ***** ***** trip on only one date in the months of weekly trips listed.

  Business Response

  Date: 01/27/2025

  Dear *** *********, 
  
  We are in receipt of the complaint submitted by *** *** **** ****** regarding their future Colombia and ***** *****s cruise in August.
  
  Flat-rate domestic airfare is offered on all itineraries and we work to be clear that promotional offers are available on select cruises through our Cruise Specialists and across marketing materials. Complimentary airfare was not a current promotion running for the itinerary the ******** selected.
  
  Should this promotion become available in the future, the ******** may call ###-###-#### to speak with our Customer Service team. We look forward to welcoming them aboard.
  
  Sincerely,
  
  American Cruise Lines

  Customer Answer

  Date: 01/28/2025

  
  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,
  
  ****** ******

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I put down a deposit and paid for the deluxe insurance protection. I was told I was guaranteed %100 money back if I canceled within a certain time period which I did. I am only getting $1300 back. The company is keeping $2920. That doesn't add up to what I was told when I booked.

  Business Response

  Date: 12/16/2024

  Dear Mr. *********,

  We are in receipt of the complaint submitted by **** ******* regarding the cancellation of their ***** ********* cruise. While we regret to that they were unable to sail with us, their reservation was handled in accordance with the terms governing it at the time of cancellation.

  The Terms of our cancellation policies are transparent, well publicized, and available to all guests through our website, on all receipts, and through our Cruise Specialists. The ********* confirmed their reservation on November 7th, 2024, including the purchase of our Cancel For Any Reason Cancellation Protection Plan (CFAR). Pursuant to their direction on December 2, 2024, their reservation was cancelled. The Plan is non-refundable in the event of a cancellation and their cancellation did not fall within our 24-hour cancellation policy to be eligible for a 100% refund.

  Their Cancellation Administrative Change remains available to apply toward a future cruise and we hope to welcome them aboard in the future. Enclosed, please see a copy of the receipt provided to the ********* at the time of their reservation which includes the cancellation terms.

  Sincerely,

  American Cruise Lines

  Customer Answer

  Date: 12/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: how would I know we were going to cancel within 24 hours.  My husband just got diagnosed with Alzheimers.  We do not know how he will be in October or if he will even be here. That is why I got the insurance. How will I get my $1300 back. No one answers when you email.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:12/05/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our room was inferior as compared to the others on the ship. The rug was soaked which the manager tried to rectify by giving us a dehumidifier which we had to empty every 4 hours 24/7. After tolerating this situation for 2 days the manager gave us the room next door which wasn’t much better.

  Business Response

  Date: 12/16/2024

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

  We are in receipt of the complaint submitted by *** ******** regarding their recent cruise aboard the ******** ********. While we are glad to read temporary solutions were provided during their cruise, we regret that the plumbing issue in their stateroom left a negative impact on their overall experience. The issues cited have since been resolved by our Engineering team and we are confident that they will not experience a similar situation again.

  Upon receipt of their letters and emails, our Customer Service team provided a courtesy discount toward their next trip in hopes to regain their confidence in continuing to travel with us. We hope to welcome them back aboard in the future to provide the enjoyable experience for which we are known.

  Sincerely,

  American Cruise Lines

• Initial Complaint

  Date:11/26/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  American Cruise Line booking # ******** Lower *********** Attached please find photographs of the following issues. 1. Smoke alarm fell with no battery in it 2. Towel bar fell repeatedly 3. Handle in shower was loose and almost came off 4. Soiled Carpet 5. Mold in shower 6. Filthy tolite upon arrival. Many items on the menu such as salmon, ice cream, sourdough bread, basic items etc were not available yet listed each day on me yes. Stops were not adequate and unpaved our final destination stop was horrifically unsafe and we were rushed off. We were with two other couples who have longer lists of items. Reached out via email to Cruise line and their resolution was to offer 30% discount on next cruise of 7 days or more. This is unacceptable as they did not provide what was advertised. Any help in this matter is much appreciated. Best Regards, ***** ***

  Customer Answer

  Date: 11/22/2024

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

   

  Business Response

  Date: 12/03/2024

  **** *** *********,

  We are in receipt of the complaint submitted by Mrs. Hays regarding their Lower *********** cruise in October and are disappointed to read that this trip fell short of their expectations. We appreciate the time taken to articulate the issues experienced in their stateroom and regret that this negatively impacted their overall experience. The housekeeping and culinary shortfalls have been addressed with the Hotel Operations management and we are confident they will not experience a similar situation again.

  We stand by the previous offer extended by our Customer Service team and look forward to welcoming them aboard again in the future in hopes to provide the positive experience for which we are known.

  Sincerely,

  American Cruise Lines

• Initial Complaint

  Date:11/14/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to having to cancel a booking due booking to my mother in laws health, this company kept 1640.00 of our deposit. We paid for trip insurance and it did not priovide any protection as it was explained by the sales rep on the day we booked the trip. We booked it in October of 2024 for a trip in March of 2025. Cancellation was well within the 90 days which would have resulted in a 100 % refund as stated by the sales rep on the phone. There was never any mention of hidden fees once you cancel. I specifically told the rep about my mother in law's health and it would be the only reason we would have to cancel. He highly recommended that we purchase trip insurance/ protection of which we did. 570.00 per person. This was a deceitful sale and a practice of this company. Numerous complaints have been filed with you for the same tithing with other customers. I speaking with them they contend that is their policy. When pressed to answer why this wasn't disclosed during the initial conversation all they say is we are sorry. Then when presented with the question of what good is the trip insurance/ protection hood for the answer was and I quote" really nothing" This is obviously a tactic by all the sales people. It's completely wrong, deceiving, malicious and intentional.

  Customer Answer

  Date: 11/18/2024

  I’m sorry, I searched for an answer as to how my complaint about this business gets published on the BBB so others can be warned. How can I do that. I could not find a way to do it. Thanks ******* ********* 

  Business Response

  Date: 11/19/2024

  **** *** *********,

  We are in receipt of the complaint submitted by Mr. and Mrs. ********* and regret that they were unable to travel with us as planned. Their cancellation was handled in accordance with American Cruise Lines' Cancellation Policy which are transparent, well publicized, and available to all guests through our website, on all receipts, and through our Cruise Specialists. The Cancel For Any Reason (CFAR) Protection Plan is non-refundable in the event of a cancellation outside of the 24-hour purchase window which entitles customers to a 100% refund should they change their mind after purchase. The $500 Administrative Charge remains available for use toward any cruise booked within one year of cancellation. Enclosed, please see a copy of their reservation confirmation and cancellation receipt.

  We hope we may welcome them back aboard in the future.

  Sincerely,

  American Cruise Lines

  Customer Answer

  Date: 11/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:in the initial conversation with this company ( the rep was stationed in ****) I do not remember his name however he was not transparent as the reply indicates from their cruise specialist. We had two conversations before giving him our down payment info. Never did he mention or clarify their so called cancellation policy. We talked extensively about the trip insurance due to our concern with my mother in laws health and he stated it would cover us 100 % if indeed we had to cancel. This plan they recommend/ upsale does nothing to protect the consumer. Furthermore my wife had a conversation with one of their supervisors during the cancellation process and she also questioned him about the charge and why did we pay for this and it did no good. His response was they don’t sell insurance plans and i can’t really tell what it covers because it basically covers nothing. Those were his words. Well that’s what we purchased per the recommendation from the sales specialist. Look we were 120 days out from this trip beginning, more than enough time for this plan we purchased to protect us. Look at all the complaints the BBB has on this company, it’s disgusting what they are doing to the consumer. 
  
  Sincerely,
  
  ******* ********* 

  Business Response

  Date: 11/19/2024

  **** *** *********,

  The Cancel For Any Reason Protection Plan purchased is a cancellation fee waiver offered by American Cruise Lines, it is not insurance. We are clear to state that the plan fee is non-refundable outside of the 24-hour cancellation window. Thousands of guests utilize the Protection Plan annually with no issue. If the cancellation had occurred closer to their date of travel, it would have entitled them to the best possible money-back opportunity. Cancellations are typically not discussed while booking a reservation unless the customer has questions or need clarification. A receipt outlining the terms was immediately sent upon confirmation on October 10th, 2024 for their review.

  Sincerely,

  American Cruise Lines

• Initial Complaint

  Date:10/25/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I paid for a ***** *********** cruise leaving *** ******* October 2; 2024 and ending October 9, 2024. The cruise ship encountered mechanical issues leaving it dead in the water at the ********* dock on October 6, 2024. My wife and I were planning a relaxing day of cruising up the *********** on October 7. Instead, we were stranded on board, motionless, for that entire day. The following morning, all passengers were boarded onto a bus and driven 4 1/2 hours to ******* where many of us sat around the hotel waiting to get into our rooms. Three and a half hours later, we gat a room, October 8th. The next day was our trip home. Since we missed two days of promised cruising along with the inconvenience of an arduous bus ride, we are requesting a $1500 refund. I have contacted the owner of ACL regarding this request only to be offered a discounted future cruise. That offer is not acceptable. We will NEVER travel with American again…it was a horrible experience.

  Business Response

  Date: 10/28/2024

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

  We thank the ****** for detailing their experience amid the mechanical issues that arose on their ***** *********** cruise. We hope they were still able to enjoy elements of the onboard experience and ports of call and know the deviations were disappointing as they were not able to experience the full itinerary we had planned.

  Like many travel companies, mechanical issues and weather can impact our schedules. The articulation provided on their experience amid the changes has been shared with our Guest Programs department and is valuable feedback for improvements. In cases like this, we often see success for guests working with their travel insurance provider for reimbursement for the missed portions of the itinerary and we recommend they reach out to their carrier.

  We will continue to offer the previously extended courtesy discount valid for use on a cruise booked before the end of the year and look forward to welcoming them aboard in the future.

  Sincerely,

  American Cruise Lines

  Customer Answer

  Date: 10/28/2024

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