ComplaintsforAmerican Cruise Lines

• Initial Complaint

  11/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are writing to complain about the unhealthy conditions and poor treatment we received from the American Cruise Line Director, Lance S. and Hotel General Manager, John M.. When we arrived at our cabin on Friday, September 16th, my wife and I noticed a bad musty smell inside the cabin. The room also was quite humid. My wife immediately found the Hotel Manager, John, who said he would look into it. That was the last we saw John M. I then found Lance S. who said he was aware of the problem. He told me that a pipe had burst on the previous voyage, and that it was now fixed. I told him that it was very humid in the cabin as well as having a sickening musty smell. He said that he would have the crew sprinkle baking soda on the carpet and vacuum it up followed by running fans for a couple of hours to try to dry the carpet. The crew tried their best to correct the problem, but the carpet was too wet. It would take several days of constant blowing to thoroughly dry the carpet. I asked about moving to a different cabin, but Lance said he did not have any empty rooms, nor did he offer any other suggestions or assistance. Later that night, I asked for some room deodorizers, but was told they did not have any, Lindsey (the 4th floor sky lounge attendant) heard me asking room service and found some spray deodorizer. I sprayed the air conditioning fan and ran our bathroom hair dryer pointed down in the closet where the carpet was the most wet. The next morning, I put the deodorizer spray in one of the desk drawers, because we needed to spray the room several times a day because of the strong musty smell. When we came back from breakfast, the spray bottle was missing. Apparently, someone went into our personal drawers and took the bottle back! I mentioned this to Lindsey and she found a new bottle for us. We also asked if they had any Claritin for my wife, because the musty smell was affecting her allergies. They said they do not have any medical services on board.

  Business response

  12/06/2022

  Dear Mr. *********,
  
  We are in receipt of Mr. ****** complaint regarding his recent ******** *** ***** ***** cruise and thank him for taking the time to articulate the issues he encountered during his trip. We appreciate Mr. **** bringing the conditions within his state room to our attention. We are glad to read that shipboard personnel were able to find a temporary resolution but regret that this negatively impacted their overall experience.  We are confident that this was an isolated incident, and he will not experience a similar situation again.
  
  We wish to earn back confidence in traveling with us and will be glad to extend a discount on any 7-night cruise within 2023. For assistance booking a future cruise, please call ***** ******** to speak with one of our Cruise Specialists.
  
  Sincerely,
  
  American Cruise Lines

  Customer response

  12/08/2022

  
  Complaint: ********
  
  I am rejecting this response because we want a partial refund, not a discount on a future cruise.  Please see attached letter.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a cruise for our 55th anniversary. The rep I spoke with told us we only had a few days from booking to add the "Cancel For Any Reason Protection Plan," saying if we had to cancel ALL of our money would be refunded. He did NOT tell me that this was a nonrefundable item, to the tune of $570.00 each. We had to cancel because of a family event taking place the same week. When I called to ask about this, after I received the check from the cancellation minus $1140.00, I was told they never refund this. I feel like this is fraudulent as he did not tell me up front, before I said OK to it, that it was not refundable. I never would have said OK if he had. We have cruised many times and have never had this happen before. I feel that we should be compensated, if not for the whole amount, at least half. It just seems like a total scam to me.

  Business response

  11/16/2022

  Dear Mr. *********, 
  
  We’ve received and reviewed the complaint submitted by Mrs. ****** regarding her cruise 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 which states that the Cancel For Any Reason protection is non-refundable in the event of cancellation. Mrs. ****** was entitled to a refund, less administrative fees, and the cruise cancellation protection cost.

  The retained Administrative Fee remains available to Mrs. ****** as a credit toward any cruise within one year of her cancellation date, per the cancellation terms which were agreed upon at the time of her cancellation. I hope you can appreciate that we must be consistent in applying our policies. This is done for fairness to all guests and to ensure that each reservation is handled appropriately. Mrs. ****** has received the appropriate refund.
  
  We would welcome the opportunity of having Mrs. ****** aboard a future cruise. Our Cruise Specialists can be reached at ###-###-#### for further assistance. 
  
  
  Sincerely,
  
  American Cruise Lines

  Customer response

  11/18/2022

  
  Complaint: ********
  
  I am rejecting this response because: My whole reason for filing this complaint is this: I am so happy that you are "transparent, well-publicized and available through your website and on all receipts." however I did not make my reservation through the website. I called directly and spoke with a Cruise Specialist who DID NOT EVER ONCE TELL ME THIS WAS A NON-REFUNDABLE PURCHASE!! As I stated before, if he had I would not have accepted it. I realize I am not going to get a reimbursement, but I still think this is a scam on the part of the cruise line. We will be rescheduling this cruise, but certainly not with this company!
  
  Sincerely,
  
  ***** ******

  Business response

  11/28/2022

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

  We regret that Mrs. ****** remains dissatisfied with our response. We will continue to ensure that our Reservations department are clear during the booking process. Cancellation Terms and Conditions are provided on each confirmation once the booking has been made. We appreciate her feedback and hope to welcome her onboard a future cruise. 

  Sincerely,

  American Cruise Lines 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In the fall of 2021, I was interested in a *********** **** cruise from *** ***** ** to *** ******** ** in Sept 2022. American Cruise Lines offered a trip. A single cabin was one price, a double occupancy stateroom at a higher price. There were no single cabins available. If I chose the stateroom, I had to pay a supplement** fee. Because of the stateroom cost and unknown expenses, I opted for a single cabin but, because there were none available, I could be placed on a wait list and pay a wait list fee of $150.00 - which is what I did. I was told by the travel agency, ********* ***** ***** that as long as no space was available, I could go off the wait list at any time and the wait list fee would be refunded. In late December 2021, I checked on single cabin availability - none. I received an update end of March 2022, none available. The end of July 2022, I was still on the wait list and ** said that "it doesn't seem likely thst space will open up between now and then." On Aug 4, 2022, I asked to be taken off the wait list .On Aug 5, ** took me off the wait list and said a refund "could take up to 30 days." On Sept 26, I had still not received the refund; on Sept 27, ** then said it would take "about 60 days from the time the refund was requested." Sixty days from Aug 5 would be Oct 5. Still no refund. On Oct 13, I sent a message to ** saying that I was still waiting and had not yet received my wait list refund. I requested that ** send me a message, by end of business day on Oct 14, that the refund was made and a message from the shipping company that my refund was made. In all fairness, I also noted that, depending on, complaints would follow. I have not receivd a reply message from ** nor anything from the shipping company. I checked with my bank on Oct 15 to see if a refund had been made to my account - nothing.

  Business response

  11/01/2022

  Dear Mr. *********, 

  We thank Ms. ******* for taking the time to articulate the details of her complaint. We have reason to believe this complaint is not meant for American Cruise Lines. After searching our database using her name, address, and contact information provided, we see no record of a booking ever being created. Additionally, we do not, nor have we ever, imposed a waitlist fee. After reviewing the complaint, it sounds it may be meant for the company referenced as "********* ***** ****, and we do not believe this is affiliated with us. There has been no monies collected from American Cruise Lines that we would refund. 

  Sincerely,

  American Cruise Lines 

  Customer response

  11/01/2022

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

• Initial Complaint

  10/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Services provided on the cruise were not as advertised or were inadequately provided. Covid outbreak during the cruise was at first concealed from the passengers. Improper steps were taken to ensure the safety of passengers’ belongings. Details of these are contained in the certified letter that I sent to their CEO via certified mail which I have attached as well as proof of delivery. After waiting over three weeks for a response I contacted their Customer Service Department which acknowledged receipt of the letter, but said that they had no control over when it would be answered. It has has now been over a month since the letter was received. I believe that the proper resolution of this dispute would be a partial refund of the over $18,000.00 that I spent on the cruise, also attached, as well as some sort of response from the company.

  Business response

  11/03/2022

  RE: ****** ****** – Case #********

  
  Dear *** **********
  

  We have received and reviewed the complaint submitted by Mr. ****** and we thank him for detailing his concerns surrounding his recent cruise with us.
  
  The health and safety of our guests are our top priority. Our COVID-19 policies are adapted to the requirements of the region travelled and are compliant with all required safety standards. We regret that the ******* did not enjoy their cruise and would like to restore their confidence in us.

  We stand by the discount previously extended toward a future cruise as, consistent with our promotional material, we believe our newer ships will better meet their technology expectations.
  

  Sincerely,
  

  American Cruise Lines

  Customer response

  11/03/2022

  
  Complaint: ********
  
  I am rejecting this response because:My certified letter to the CEO of American Cruise Line was only answered after almost six weeks due to this complaint filed with the Better Business Bureau. It did not address many of my specific complaints and concerns. The cruies not being as advertised and then offering a discount on a future cruise after such a negative three week experience is not an adequate solution.Being referred to one of their newer ships acknowledges that their older vessels are not up to current standards. I would prefer that the same offered future discount of 25% be given as a refund from this unsatisfactory cruise.

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

  Business response

  11/07/2022

  Dear *** **********

  
  We are in receipt of Mr. ******** response and regret to hear that he remains dissatisfied. We stand by our previous discount offer. Should he wish to apply this on a future booking, he may call ###-###-#### to speak with one of our Cruise Specialists.
  
  

  Sincerely,
  
  American Cruise Lines

• Initial Complaint

  10/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I took a a cruise with American Cruise Lines in July 2022. Unfortunately they had to cancel one of our excursions that we paid for and I have a refund pending for $130.00. I have contacted them by email, phone and even wrote a letter to their corporate office and cannot get anyone to solve this issue. My Customer # is *********. I have been on many trips and never had a problem with any other travel company. It is so irritating that you can't communicate with anyone. I wish I had checked the BBB before the trip I had no idea they have so many complaints.

  Business response

  11/04/2022

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

  We are in receipt of Mrs. Brockway's complaint and thank her for bringing the missing refund to our attention. A refund in the amount of $130.00 was processed back to the form of payment on 10/20/2022. We hope this resolves her complaint and look forward to welcoming her aboard a future cruise. 

  Sincerely,

  American Cruise Lines

  Business response

  11/04/2022

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

  We are in receipt of Mrs. Brockway's complaint and thank her for bringing the missing refund to our attention. A refund in the amount of $130.00 was processed back to the form of payment on 10/20/2022. We hope this resolves her complaint and look forward to welcoming her aboard a future cruise. 

  Sincerely,

  American Cruise Lines

  Customer response

  11/07/2022

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

  Customer response

  11/07/2022

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

• Initial Complaint

  09/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  At the time I booked a pre-cruise package in July with American Cruise Lines for overnight stay in ******** ***** for their ***** ***** *** ******* Cruise September 17-24, 2022 their website stated that complimentary parking was available for the duration of the cruise. (Information was provided on the FAQ page where it stated "American Cruise Lines works with leading hotels at all departure points and offers American Cruise Lines passengers a special discounted rate and complimentary parking for the duration of the cruise.") When I called and asked specifically about the complimentary parking I was told it was provided. I did not book immediately on that call but called back less than an hour later and booked the pre-cruise package. When I arrived at the hotel was told parking was not complimentary and was charged $180 for the week. I called the cruise line customer service on September 16th and was told to email the hotel receipt for the parking to customer service which I did on September 19th. I did not hear back from them and again called and emailed the receipt on September 25th. I still heard nothing and called again on September 29th. A Customer Service representative admitted that their website contained "invalid" information which they have updated within this past week. (As of Sunday the 25th it still contained the prior information, but now does not.) They did review the phone call when I actually confirmed the booking where no mention was made of the parking, but they would not review the call about an hour earlier where the complimentary parking was confirmed. The cruise line offered to reimburse for our shore excursions ($100) but refuses to reimburse for the parking. Since I booked the same package for my sister at the same time and she also paid $180 for parking but had only $50 in shore excursions, I feel their offer is unacceptable and they should honor the website statement that was in place at the time of our booking.

  Business response

  10/07/2022

  **** *** **********
  
  We have received the complaint from Mrs. ******* regarding her recent cruise. We appreciate the detailed information she has provided surrounding a refund for the parking fees incurred during her trip. A refund in the amount of $180.00 was processed on 10/03/2022 and Mrs. ******* can expect to receive this within the coming weeks. We hope this rectifies her complaint and look forward to welcoming her on a future cruise.
  
  Sincerely,
  
  American Cruise Lines

  Customer response

  10/07/2022

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

• Initial Complaint

  09/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cruise - ********* ******* - July 3rd - July 14th We were told by American Cruise Lines that we would be tested before boarding and if found to have Covid would be turned away. Covid info was on their website which was changed after problem. No one was tested. After leaving Port the Captain announced some of the staff had Covid. After about 4 or 5 days my husband started to not be feeling well and came down with Covid and we were both under quarantine for 5 days. Covid ran through the ship - as when we left the ship we could see doors were marked with Covid passengers. We sent a letter with our disgust as to how things were handled. After over a month later they a sent a check with no letter in an envelope for $8,341.82 which was about 1/3 of the cost of this trip for us.. We paid $25,120 for this 10 day trip including the airfare which amounted to $1,623.20. which incuded cash and miles for the airfare. We feel due to the negligence of American Cruise Lines this trip was a "TOTAL" disaster for us. Letter attached. We feel we should be refunded at a minimum for the total amount of the cruise part of this trip! I have a copy of the ACL guidelines for Covid on my iphone. Can send receipts also. if needed. ###-###-####

  Business response

  10/07/2022

  Dear Mr. *********, 

  We are in receipt Mr. and Mrs. ******* complaint and appreciate the time they took to articulate their concerns regarding their cruise in July.
  
  Our COVID-19 policies have evolved over the course of the year and have stayed in line with the travel and tourism industries. We take appropriate steps to mitigate against the spread of COVID-19 and regret that they contracted the virus.
  
  There are a wide range of opinions on how to handle COVID-19 concerns and we, like other tourism companies, strive to find an appropriate balance. Should Mr. and Mrs. ***** choose to travel with us again, we will be glad to extend a 20% refund on a 2022 or 2023 7-night cruise.

  Sincerely,

  American Cruise Lines

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We were unable to take a cruise with American Cruise Lines due to the unexpected death of my son three days before departure. We notified them that same day and sent their requested email. We got a response that they would give us an 80% refund in future cruise credit only. We feel this is not fair because we had no control over the situation. We have requested a 100% cash refund due to the circumstances. We have been told to email customer service again and someone "might" get back to us. Instead we wrote to the President of the Company and have received no response.

  Business response

  09/20/2022

  ***  *** ****** ******         ** **** ******** ***** *** *********
  
  We have received and reviewed the complaint submitted by Ms. ******. We appreciate the time she took to articulate her concerns. We extend our sincere condolences on the passing of her son.
  
  We have reviewed her booking, and believe it was handled within the policies governing it at the time of her cancellation. Ms. ****** canceled her reservation aboard the American Harmony 3 days before her departure date of August 18, 2022. Under the Cancel For Any Reason Protection Plan, she received 80% of her cruise fare in the form of cruise credits. While we regret she and her friend were unable to sail with us, their reservation was handled in accordance with American Cruise Lines’ cancellation policy. I hope you can appreciate that we must be consistent in applying our policies.
  
  We would welcome the chance to have Ms. ****** cruise with us in the future. She may call ###-###-#### to speak to a Cruise Specialist.
  
  Sincerely,
  
  American Cruise Lines

   

   

• Initial Complaint

  09/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In the spring of 2020, we paid $22,400.00 for a ***** ***** cruise with American Cruise Lines' subsidiary, ***** ** *** *** Cruises (same address) to sail in July 2020 . Cruise was cancelled because of Covid 19. Rather than refund our money, cruise line wanted us to leave our funds "on deposit" for a voucher for a ***** ***** cruise in 2021. We agreed to do that but same thing happened in 2021. Cruise was cancelled so cruise line then wanted us to leave our funds "on deposit" for a cruise in 2022. We are vaccinated and boosted but in 2022 we caught mild Covid and had to cancel. So, we wanted to use our voucher for next year, ***** ***** in 2023. Cruise line refused and now intends to confiscate our $22,400! We think this is outrageous. At a minimum, they should return our money. They refuse. In our opinion, this borders on felony theft - taking $22,400 of someone else's money for nothing.

  Business response

  09/16/2022

  ******* ********* ****** ******** ******* **** ** ****** **** ********* ** ***** ***  *** ******* ********         ** ************ ***** *** **********
  We have received and reviewed the complaint submitted by Mr. ******* ********. We thank him for his time in detailing his concerns.
  
  We have reviewed Mr. ********’s booking, and believe it was handled within the policies governing it at the time of their cancellation. The ********’s opted for Cruise Vouchers in June of 2020, received 125% of their cruise fare in the form of vouchers, and redeemed those vouchers toward another trip with us. As they had selected vouchers, they must remain to ensure consistency in the application of our policy to all guests. This is done in fairness to all guests and to ensure that each reservation is handled appropriately. Their vouchers are available for any cruise with Pearl Seas Cruises or our affiliate company through December 31, 2022.
  
  While we regret the ********s were unable to sail with us, their reservation was handled in accordance with Pearl Seas Cruise’s cancellation policy. The Cancel for Any Reason Protection Plan was declined by the ********’s and we have no knowledge about any third-party travel insurance they may have. The Cruise Vouchers are transferrable and we are hopeful that we may welcome the ********s or their friends aboard.
  
  Sincerely,
  
  Pearl Seas Cruises

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On September 5, 2019, ****** and ******* ***** paid $1780 towards the cruise *********, scheduled to depart on May 22, 2020. On March 09, 2022, 74 days before the cruise, my father contacted American Cruise Lines via the email in the cancellation policy ([email protected]) stating that due to his age (90 years old) and health, his doctor had advised him to not go on the cruise, and that he wanted a refund. On March 11, he forwarded that same mail to ********************************** **dicating that he wanted a refund. Per the refund policy, he was entitled to 90% money-back refund, less a $250 per person Cancellation Administration Charge. He should have been sent a check for (.9 x $1780) - $250 - $250 = $1602 - $500 = $1102. According to Customer Service at American Cruise Lines, someone from American Cruise Lines Cancelation team called my father to convince him to take vouchers instead of the refund, because if he was to get a refund, it would only be $500 (not the correct amount per their cancellation policy, but the amount that Jeffery, a customer service supervisor stated was the amount the refund should be), but if he would take a voucher, it would be worth the $1780 he had paid, and good through December of 2021. My father was lied to by the agent who called on March 13, and given a low-ball refund amount so that my father would take the vouchers instead. He should have simply been given the requested refund, rather than coerced into taking the vouchers. American Cruise Lines can't even provide any proof that my father accepted the vouchers, as the only documentation they have is what the agent wrote in the notes for the reservation. He has no other follow-up emails from American Cruise Lines outlining the voucher, or its requirements. The only other emails he has received from American Cruise Lines since his March 11 email have been marketing emails for new cruises.

  Business response

  09/07/2022

  ****** ******** ******* **** ***** ******* ********* ** ****** **** ********* ** ***** ***  *** ******* ***** ** ****** ** *** *** **** ****** *****         ** **** ******** ***** *** **********
  
  We have received and reviewed the complaint submitted by Mr. ******* *****. We thank him for his time in detailing his concerns.
  
  We have reviewed his father ****** ****** booking, and believe it was handled in accordance with American Cruise Lines’ cancellation policy. While we regret the *****’ were unable to sail with us, their ticket contract is bound by the Terms & Conditions of Passage. The cancellation from Mr. ***** was received 72 days prior to embarkation date, and under the cancellation policy, Mr. ***** is entitled to a refund of $400.
  
  I hope that you can appreciate that we must be consistent in the application of our policies. We hope that we may welcome the *****’ aboard in the future.
  
  Sincerely,
  
  American Cruise Lines

  Business response

  09/21/2022

  Good Morning,
  
  On 9/20/2022, American Cruise Lines has approved and generated a check for $400.00 which will be sent directly to Mr. ****** *****. Please allow time for delivery and receipt.

  Sincerely,

  American Cruise Lines

  Customer response

  09/29/2022

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

  Thanks for your email. 

   

  I had not responded, as the check they said they issued has not yet arrived. 

   

  It must be forwarded from my parents home address to their new address. 

   

  Please keep this open until I can confirm the check has been received and cashed. 

  ****

  Business response

  10/10/2022

  Mr. Henderson, 

  Check #****** was printed and sent on September 29th, 2022 to the following address listed on their reservation file:

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

  Our Accounting department has confirmed that this check has not been cashed yet and we ask to please inform us of an updated address if the one on file is incorrect.

  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. ↩