Business Profile

Cruises

American Queen Voyages

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Complaints

This profile includes complaints for American Queen Voyages's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

79 total complaints in the last 3 years.
0 complaints closed in the last 12 months.

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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:03/29/2024
Type:Service or Repair Issues
Status:
UnansweredMore 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.
Paid for a riverboat cruise departing on 11/4/24 booking # *******. Paid $5778.00 on 7/6/23 but they overcharged me by $288.90 which I eventually did get back. The company has filed bankruptcy and I submitted a claim for reimbursement on 2//22/24 in the amount of $5489.10. Was told by ********** Inquiries that this is a 3 step process. Step one if filing the claim (my submission claim number is 591) and they have sent confirmation of this submission on 3/1/24. Step 2 is to receive a denial letter from AQV along with further instructions to file a claim with ***************. I am still waiting for the denial letter and each time I contact ********** at ************, I get a different answer with the latest being they do not have a time frame as to when I will receive this letter.
Initial Complaint
Date:02/09/2024
Type:Product Issues
Status:
UnresolvedMore 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.
After spending more than $21,000 on a vacation through American Queen Voyages, my husband and I both contracted Covid on the trip, causing us to miss out on many of the scheduled events, including being confined to our cabin for 5 days of the 11 day cruise. We were offered a refund of $100 for each of us (total of $200) to compensate us for the mishap.I have been requesting these funds since August with no satisfaction. My emails are unanswered.
Business Response
Date: 02/12/2024
Greetings ******. American Queen Voyages is acknowledging this concern. Please expect a more formal reply soon.
Customer Answer
Date: 02/13/2024

Complaint: 21271423

I am rejecting this response because: there is no action only an acknowledgment. How long do I have to wait to get my meager refund?

Sincerely,

*************************
Initial Complaint
Date:02/08/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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 cancelled two pre-paid excursions associated with a Mississippi river cruise I took with American Queen Voyages on 11/13/23, reservation #*******. I received confirmation of the cancellations on 11/2/23 (invoice attached) and was told it would take 90 days to receive a refund per their policy. It has been over 90 days and still no refund. I contacted American Queen on 2/5/23 and was told by the representative that the issue would be escalated to her manager, and I would receive a status of my refund via email. I have yet to receive an email.
Business Response
Date: 02/09/2024
American Queen Voyages is acknowledging receipt of this concern and will make a formal reply soon.
Customer Answer
Date: 02/11/2024
I gave the wrong date for following up with American Queen in my original complaint. The date I followed up was 2/5/2024, not 2/5/2023.
Customer Answer
Date: 02/11/2024

Complaint: 21264269

I am rejecting this response because it has been over 90 days since I cancelled the excursions. The only satisfactory response is confirmation from American Queen Voyages that the funds have been credited to my credit card account.

Sincerely,

*******************************
Initial Complaint
Date:02/07/2024
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.
We were scheduled to cruise on American Queen Voyages ship Ocean Navigator on October 19,2023. Reservation ID *******. They cancelled the cruise after we had already traveled from ********** to ****** to begin the trip and after checking into the pre cruise hotel. I requested a refund in accordance with the terms in the cruise contract on October 20, 2023. I followed up by email on November 2, 2023 and was advised my booking showed a pending refund of $8218 and that the current refund timeline was approximately 90 days. I contacted them again just before the 90 day **** and again today and still have not received any refund.
Business Response
Date: 02/08/2024
**** & *******,
We are looking into the status of the refund at this time. Please expect a more formal reply soon.
American Queen Voyages
Guest Relations Team

Customer Answer
Date: 02/08/2024

Complaint: 21262221

I am rejecting this response because: This is just more stalling.

Sincerely,

***********************
Business Response
Date: 02/13/2024
The refund has been applied back to the credit card used to make the original payment.
Customer Answer
Date: 02/15/2024

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. The refund has finally posted to my original form of payment.

Sincerely,

***********************
Initial Complaint
Date:02/05/2024
Type:Product Issues
Status:
UnresolvedMore 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 May 31, 2022 we booked a cruise with American Queen Voyages from Clarkston to ********* ********** (RES CONFIRMATION #*******). On Dec 5, 2023 we were informed that the cruise was cancelled and they offered a 30% discount or 130% off a future cruise (not combinable with any other offers so basically nothing since sales are always going on). But they have raised their prices more than double since we booked so we would have to pay more then double what we already paid for the same cruise. We contacted them several times via phone and email stating that we would like to be booked another date for the same cruise we already booked and fully paid for 1 1/2 years ago with no additional cost. One reason to book a cruise so early was that we locked in a good price and also attended a presentation that gave us $300 in on board cruise credit. I am not sure if this constitutes a bait and switch since they cancelled our current cruise, but they say we can take the same cruise on another date, but need to pay an additional $5000+ beyond what we already paid.What we would like is to be booked on the same cruise (on a different date since American Queen cancelled the cruise for our booked and fully paid week) at no additional cost.American Queen Voyages contact info:******************************************************************************************* ************** or ************** and used
Business Response
Date: 02/06/2024
*******,
American Queen Voyages has reviewed the concern and will provide a more formal response soon.
Sincerely,
American Queen Voyages
Guest Relations
Customer Answer
Date: 02/15/2024

Complaint: 21249613

I am rejecting this response because: all American Queen Voyages has done so far is state "American Queen Voyages has reviewed the concern and will provide a more formal response soon.", but has not, as of yet, provided a response.

Sincerely,

***************************
Initial Complaint
Date:02/04/2024
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.
Booked AQ American Empress,reserv no. 1206873,on 10/27/23 with *********. Before booking,I explained that I have extreme allergy to pets and cannot stay in hotel that allows pets.was told that I would be notified when the 4/14/24 night in a hotel is arranged and that I would be accommodated. Called AJ on 1/18/23 after not hearing from AQ. Was told that hotel is ****************. Hotel said that allow pets in every room. Called ** back and was told to contact Guest Relations for accommodation.on 1/19/24,I sent email to guest relations. On 1/22/24,*********************** responded that no accommodation could be made-my room would be cancelled at the hotel and I will receive $50 onboard credit. That is unacceptable. on 1/28/24, I asked for ****************** supervisors contact info. No response.We must make our own hotel reservations,arrange our own transportation,handle our own luggage,etc. with no reimbursement or help from AQ.We are asking for an adjustment of $350, as that is what it will cost us in addition to what we have already paid. We are willing to accept this as a refund, or apply to extra excursions which have already been booked and paid for.
Business Response
Date: 02/06/2024
****,
American Queen Voyages is acknowledging your concern and will make a formal reply soon.
Sincerely,
American Queen Voyages
Guest Relations Department
Business Response
Date: 02/13/2024
After talking with **** and hearing her concerns, American Queen Voyages was able to work out a solution that worked best for both parties.
Customer Answer
Date: 02/13/2024

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: 02/13/2024
I am very pleased with the response I received from American Queen. ******************************* and *********************** provided me with on board dollars to cover two excursions.
Thank you for your help.
*************************
Initial Complaint
Date:02/03/2024
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.
On June 6, 2023, my husband and I contracted with American Queen Voyages for a trip scheduled for June 3 - June 10, ****., *********** to *******. The company required payment IN FULL to reserve this booking. The cost was $10,558.00, which was paid in full on the date of booking (6/6/23).Our reservation number is 1198253.Unfortunately, my husband passed away suddenly on 9/11/23. We had taken out ************** through ************** Company for a fee of $707.00/per person, $1,414,00 total. This amount for coverage, I realize is non-refundable. American Queen Voyages charges $250.00 per person for a canceled trip; however, in the event of a death, the $250.00 per person charge (x2/$500 total) would be refunded after showing proof of death. We did all of this, and we were refunded the $500.00.*** HOWEVER, the problem now is getting a refund of our trip cost of $10,058.00 paid at the time of our booking. We are *********** a full refund of the total cost, as shown above, in the event of a death. We have shown proof of death, and have been assured that a refund would be forthcoming in ***** days from the date of cancelation. Cancelation date is 10/3/23. WE ARE NOW 145 DAYS BEYOND THE 90-day "wait" FOR A REFUND. I have made multiple calls to the American Queen Voyages company, and have been told OVER AND OVER again that a refund is pending. I have been told that my "case" has been expedited and prioritized. Still NOTHING!! I am a widow now, still figuring our my financial situation following my husband's death. This is totally UNFAIR, UNETHICAL and TREMENDOUSLY DISHEARTENING. This is an extraordinary amount of money OUT of my bank account, when I have bills to pay and people awaiting payment. So very sad and frustrating I do have documentation and proof of purchases and refund information. I did not include them in this report, as I am definitely technologically "challenged" and have difficulty "downloading" my "hard copies"Help please!
Business Response
Date: 02/06/2024
*********,
Please let us look into this concern and we will make a more formal reply soon.
American queen Voyages
Guest Relations Department
Business Response
Date: 02/07/2024
The refund has been applied back to the credit card.
Initial Complaint
Date:01/18/2024
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.
Cruise scheduled 11/22/22. Cruise final payment made 7/24/23. Received email 7/24/23 that AQV cancelled the cruise. I requested refund 8/10/23. As of 1/18/24, no refund received. The companys reason for cancellation was deceptive and their reason for delayed refund are aggravating. I have contacted customer service weekly for the last two months with no satisfactory response.
Business Response
Date: 01/19/2024
Good Afternoon *****************,
We have received your request for a refund, your reservation has been escalated to our accounting department on January 10,2023. Please know that all refund with American Queen Voyages are delayed beyond 90 days at this time.

Sincerely,
Guest Relations
Customer Answer
Date: 01/19/2024
The response from AQV is the same smoke and mirrors they have been feeding me from day one. 90 days does not seem reasonable as they have had the money since 7/24/23. I dont wish to antagonize them and wonder what BBB would advise. Other people we traveling with have received a refund so their response is technically untrue.
Customer Answer
Date: 01/19/2024

Complaint: 21163670

I am rejecting this response because:
The response from AQV is the same smoke and mirrors they have been feeding me from day one. 90 days does not seem reasonable as they have had the money since 7/24/23. I dont wish to antagonize them and wonder what BBB would advise. Other people we traveling with have received a refund so their response is technically untrue.

Sincerely,

*****************************
Business Response
Date: 01/26/2024
Good Afternoon Mr. *******
Apologies for the delay; I do not have any further updates regarding your refund request at this time. Our accounting department is currently working through a large backlog of refunds, and I sincerely apologize that your claim has been impacted. I have requested an update on the progress of your claim, and I will update you as soon as I receive further information. I'm terribly sorry that I do not have more information for you at this time and I completely understand your frustration. Hopefully I'll have good news to share with you very soon.

Thank you for your continued patience.

Sincerely,
Guest Relations
Initial Complaint
Date:01/10/2024
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.
Back in 2022, we booked a Mississippi River cruise with American Queen Voyages and paid a $500 per person deposit ($1,000 for the two of us). The cruise was scheduled for October 23, 2023. (Reservation #*******.) On 6/20/23, prior to the date full payment was due, we cancelled the trip. The company charged a $250 administrative fee per person for cancelling, therefore, we are owed $500. At the time we cancelled, we were told a refund would be issued in 90 business days. It's now been over 6 months, and we still can't get our refund. We have called several times and always get the same story. A refund check will be sent in two weeks. We call back again and are once again told it will be sent in two weeks. This has been going on for months. Still no refund. We have seen so many other consumer complaints about this company not giving refunds. We had planned to re-book this trip, but will NEVER use this company now. We are just asking that they refund the $500 they owe us. The ill-will they generate and bad reputation as a result can't be worth their incompetence and their strategy to hold onto customers' money.
Business Response
Date: 01/10/2024
********,
We are confirming we have received this complaint.
Please be aware AQV did attempt to refund the $500 to the credit card on file and it was declined. We will be sending you a check in the mail soon.
Sincerely,
AQV Guest Relations Department
Business Response
Date: 01/16/2024
********,
The check has been mailed out.
Sincerely,
Guest Relations
Customer Answer
Date: 01/16/2024

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: 01/16/2024
Dear BBB Staff,
This message is a sincere THANK YOU for your assistance in helping me obtain a long overdue refund from American Queen Voyages. I received the $500 refund check in today's mail. Your prompt response to my complaint and your intervening on my behalf is very much appreciated. Thanks so much!
Sincerely,
*************************
Initial Complaint
Date:12/02/2023
Type:Service or Repair 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.
We took a trip with American Queen Voyages in November of 2022., ending in *******. Because of the water level the cruise ended in **********. We immediately got an email that they would pay for the change fee to change our blight tickets to **********. It cost ** $79.98. The necessary paperwork has been sent and resent to them. There has never been a dispute about them owing us this amount. They make promises that don't happen and they do not return calls or respond to emails. The last promise was 10 days, or at the very worst, 2 months. Our trip was the next in line to be worked on. That was 3 months ago. **** at ********** said she would look into it and call back within a week. Almost 4 weeks later she has not called or called back after I have called her again.I have worked on this for slightly over a year. It's ridiculous
Business Response
Date: 12/05/2023
American Queen Voyages acknowledges this complaint. A formal reply will be made soon.
Business Response
Date: 12/06/2023
*******,
American Queen Voyages is aware of the pending reimbursement of $79.98. We do anticipate to have this concern take care of by mid January. I do know the time frame is much longer than anticipated and we do appreciate your patience with this matter.
Guest Relations

Customer Answer
Date: 12/06/2023

Complaint: 20949126

I am rejecting this response because: I will only b satisfied when I receive the $79.98.
I've heard that they will "look into it" several times before and never heard from them again.

Sincerely,

*******************************
Business Response
Date: 12/08/2023
AQV will reach out directly when the reimbursement is completed.
Customer Answer
Date: 12/08/2023

Complaint: 20949126

I am rejecting this response because: Their track history with their promises so far is zero. They have never kept their many promises
However, this last response does sound more promising. I am a bit more optimistic.??

Sincerely,

*******************************
Business Response
Date: 12/11/2023
*****************************, The check is being mailed out. Please lease keep an eye on your mail box.
Business Response
Date: 12/19/2023
Check was mailed to ******* 12/08/2023.

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American Queen Voyages is NOT a BBB Accredited Business.