ComplaintsforAmerican Cruise Lines

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a ********* Cruise on American Cruise Line in the amount of $9930.00 to take place on August 17-24. My husband had an emergency medical issue on August 3rd in which he fell and fractured his shoulder and had a traumatic brain issue. He was hospitalized and had surgery. I was hoping for a recovery in time to go, but that did not happen and we could not find a replacement. I had to cancel on 8/10/24. I know we did not take out insurance protection, but never expected my husband to fall. I am looking for a credit to take the trip in the future or some sort of refund. Not even a full refund, but a portion.

  Business response

  09/11/2024

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

  We are in receipt of the complaint submitted by Mr. and Mrs. **** regarding their cruise reservation. While we regret that they were unable to sail with us, their reservation was handled in accordance with American Cruise Lines’ cancellation policy. We strive to handle every situation with empathy, but we must also apply our policies consistently. We do offer a Cancel For Any Reason (CFAR) product to cover any situation for which a guest may be unable to travel. The ***** declined CFAR and providing a refund or Cruise Credits as if it had been purchased would undermine our products. We have no knowledge about any third-party travel insurance they may have purchased, we recommend they contact their insurance company if they did.
  
  We hope that you can appreciate that we must be consistent in the application of our policies.
  
  Sincerely,
  
  American Cruise Lines

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We had a cruise on American Cruise Lines out of ******** *** on 8-19-24, flying out of ************ on 8-18-24 at 7pm. At 10 PM our flight was cancelled, due to hurricane Ernesto. There were 1300 cancelled flights that day, the airport customer service was overwhelmed, asking everyone to leave and doing no rescheduling. 3 days later we still do not have our luggage. We called cruise line but at 10pm was closed. We had a number of the cruise director who we explained the issue to, who told us in a text to call the cruise line in morning at 8:00am. When we called in morning, 5 hours before our cruise was leaving, we were informed it was our responsibility to be on time and they held no responsibility for acts of God. We were also told there was no refund or credit for future cruise. We called supervisors and anyone who would listen, all were cold to the issue but the theme was no refund or credit. We were told our only hope was to fly to ******** and be up to us to meet the boat at port of call. The airline would not change our flight because American Cruise Line purchased the ticket and they said ACL needed to make flight changes, ACL stated it was not their responsibility, our bags are lost and we had no luggage. When flight was cancelled in Philadelphia, airline stated they had no ground crew to unload the bags. It was not possible to join the cruise, and if so would be more cost on our end. On top of no refund or credit, they would not credit things that had not occured, excursions ect. Also need to state we had cancellation insurance, purchased from the cruise line, which they stated did not fit our circumstances, at a cost of 900.00 All conversations with the cruise line was cold, abrupt and had zero concern for customer satisfaction. To little to late, but search on this cruise line had horrible similar stories, including no refund for a customer family who died. Worst experience of my life! We have all supporting documents, emails, receipts ect.

  Business response

  08/22/2024

  Dear *** *********,
  
  We thank *** *** **** ******* for detailing their travel experience and are disappointed to hear of the issues they encountered while trying to reach their cruise. Hundreds of guests were impacted by the technical issues which posed a challenging situation for both the guests and company. American Cruise Lines worked to successfully coordinate arrivals to embarkation locations for a majority of these cases.

  American Cruise Lines did not have control over the airline delays, cancellations, or the difficulties during flight connections. Our Travel Coordinators and Customer Service Representatives provided assistance in finding the Dewland's alternative travel plans to meet the vessel at the next port of call, which were declined, and they decided not to proceed to the vessel under different arrangements.

  We understand the frustrating nature of the travel delays. They ******** reservation remained active in our system, and their stateroom sailed empty. Communication was halted due to the ******** seeking legal counsel. We hope to work toward a resolution and welcome them back aboard in the future.

  Sincerely,
  

  American Cruise Lines

  Customer response

  08/23/2024

  These statements are all false, It obvious any response wont change their business model of no refund or credit under any circumstance!

  Some of these may be repeated but important. At 11:00pm Sunday august 18, were advised by ACL coordinator to call ACL office first thing in the morning.

  we got home at 4:00am unable to get a flight until Wednesday at the earliest with no luggage, “still do not have luggage as we speak” at 8:00am Monday, my wife call in to office and within minutes of explaining no flights until Wednesday 21, and no idea when are bags would arrive, its impossible to make this trip and would like to reschedule. The only “help” they offered us was its our responsibility to meet future ports at our expense.

  I fly ******** ******** regularly for work, when I tried to go into my account to look at any possibility of finding a flight, I was told by **, I would have to have the third party, ACL, make any changes to the flight for they were the purchaser. When my wife called the travel department that made our flight arrangements, the only “help” offered was, “its your responsibility to make flight arrangements with the airlines, this “helpful” associate had my wife in tears when she replied, this is horrible customer service, associate hung up. As mentioned earlier, when we looked at purchasing another set of tickets there were no flights to ******** until at least Wednesday 21, trip halfway over. There was no possibility of making this trip under all these circumstances and ACL shut down a credit or rescheduling, saying help was offered is a falsehood, period.

  on a final note, when all of this was taking place, early am, Monday 19, we were home for only a few hours from the airport, we started conversations with ACL at 8am, the very beginning of the business day, how would it be possible to have ha time to have initiated a lawsuit??

  I have an idea, request their conversation recordings!

  Untruths, deception, and no business morals.

   

  Customer response

  09/07/2024

  ACL has ignored our responses any any calks made on our behalf from others representing us. 

  Business response

  09/10/2024

  While the ********’ reservation remained active in our system, American Cruise Lines will retroactively cancel the reservation as an exception due to the unusual nature of their situation. A representative from our Reservations Department will process the cancellation and communicate the update to the ******** directly and discuss the future credit being received.

   

  We hope this resolves the complaint and look forward to welcoming them aboard.

   

  Sincerely,

   

  American Cruise Lines

  Customer response

  09/11/2024

  We wish to thank BBB for their representation of our case and  the positive outcome of a trip credit.

  we also want to thank ACL for their understanding of a very difficult act of God of crippling air travel and lost luggage. As a aged and retired couple this trip was everything to us and we look forward to rescheduling the same itinerary with ACL

  Thanks to both organizations! Respectfully, The ********.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We were set to take an American Cruise Lines *********** ***** Cruise on 7/24/24. When arrived at the Indianapolis airport on 7/22/24, for our ***** flight (arranged by ACL), it was cancelled prior to takeoff due to the *********** computer software glitch. ***** could not reschedule another flight until after the cruise ship departed from *** *******. They could not reschedule with another airlines nor find another flight if we drove to *******, *******, **********, *** *****, etc. ACL could/would not help us and said the only alternative was to meet the cruise at the first port of call ( at our expense.) Since ***** could not guarantee they could find us a flight to even do that, we were forced to cancel the cruise. ACL showed no understanding, compassion, or sympathy for this truly unforeseen situation. They would only grant us 80% of the original cost of the cruise in Cruise Credits minus the $980.00 in Cancellation Insurance. On top of this they charged us $500.00 in "administrative fees." Now the only way we can get any money back is to use the credits to book another cruise with ACL. Any new cruise will be $2000.00 more expensive plus does not include airfare. I understand ACL is completely following their cancellation policy which strictly benefits them and gives no protection to the consumer in a truly unusual circumstance. Not only does ACL have the $10,250 we paid them, they will get the refund for the airfare tickets from *****; We will get $6916.00 in Cruise Credits which can only access if spend another $2000.00 plus airfare. ACL has shown absolutely no understanding in this matter!

  Business response

  08/13/2024

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

  We thank *** ******** for detailing their travel experience and are disappointed to hear of the issues they encountered while trying to reach their cruise. Hundreds of guests were impacted by the technical issues which posed a challenging situation for both the guests and company. American Cruise Lines worked to successfully coordinate arrivals to embarkation locations for a majority of these cases.

  American Cruise Lines did not have control over the airline delays, cancellations, or the difficulties during flight connections. Our Travel Coordinators and Customer Service Representatives provided assistance in coordinating the ********** alternative travel plans to meet the vessel at the next port of call, which were declined, and they decided to cancel. Under cancellation Terms, the ********** were entitled to 80% of their Cruise Fare in the form of Cruise Credits which will remain available for use within the next year, along with their Administrative Fee.

  We look forward to welcoming them aboard their future cruise date and are ready to assist when they are ready to book.

  Sincerely,

  American Cruise Lines

  Customer response

  08/13/2024

  
  Complaint: ********
  
  I am rejecting this response because:  While I understand ACL is completely within their "Cancellation Policy", they are showing no compassion, respect, understanding, or concern for the customer.  If we would have agreed to meet the cruise at the first port of call, it would have been at our expense.  In addition ***** could not and would not guarantee that we would be able to arrive in time to make the first port of call.  In fact. ***** did not resume normal flight schedules until Friday, 7/26, which would not have allowed to reach the first or even second port of call.  I understand the policy and understand it is a business decision but what happened to concern for the customer.  ACL gets our original $10.250, will give up $6916.00 in Cruise Credits and thus we lose $3334.00.  In order to use the $6916.00 we will have to spend at least $2000.00 more, depending on the cruise chosen plus purchase another "protection plan", and pay for flights, since none of the available cruises have flights include.  Not to mention $241.75, we are being charged by **************** ***** because we cancelled the hotel for 7/22 because we could not get to *** ******* but cancelled 6 hours before check in.  ACL is out nothing and will make even more since we must put significant additional money into the cruise to use the cruise credits.  I understand your policy, I understand your position, I do not feel you are understanding the consumer!
  
  Sincerely,
  
  ****** ********

  Business response

  08/27/2024

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

  Due to the unique nature of this situation, we will honor the additional 20% of Cruise Credits, allowing them to use their total Cruise Fare toward a future reservation. We will have a representative reach out to them directly and look forward to working with them to rebook them on a future trip. 

  Sincerely,

  American Cruise Lines

  Customer response

  09/04/2024

  The matter has been resolved to my satisfaction.  American Cruise Lines has issued 100% in cruise credits, which is what I requested.  I feel this resolution was brought about with the help of the Better Business Bureau.  Thank you for all of your help!

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

  More info

  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

*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. ↩