ComplaintsforCruiseOne, Inc.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Mid February we used them to book a cruise, airline, ground transport and hotels. They booked a Turkish Air flight for my cousin and me, with my shortened first name *** instead of ********. This will not be on my passport. They refuse to cancel the flight without signed waivers regarding their error, they agree we do not have a working relationship going forward and Turkish Air will not allow us to cancel the flight and refund the fare, though it is not til August 15, 2023. At this point we have no agent nor can we proceed on our own cancelling the flight, etc. We have been dealing with *************************** ***********, ************************************* Need help please.

  

  Business response

  04/24/2023

  
  Please find below an overview in this matter, I will also be attaching some supporting documents - please let me if you need anything more.
  
  Points of Fact:
  On Feb 12 at 1:27pm ******** completed the booking form incorrectly with the name of *******************************. The question she had to answer was " Lead Traveler - Full name as it appears on your Passport
  On Feb 13 at 1:47 ********* completed the booking form correctly
  On Feb 14, ******* Airlines flights were secured at their request as they were the cheapest tickets available
  
  On April 10, I got involved via email as our previous conversations via the phone were being misunderstood and construed. We started our email correspondence, where it is documented that we tried to rectify this matter through many channels. ***** and I reached out several times to *******, to ******* Airlines and even to some number that were provided by the customer (which I believe were a scam)
  On April 19 ***** agreed to assist ******** by sending a check in the amount of her original flight cost for $1333.00 
  It took several emails back and forth with ******** to confirm her mailing address (as it was originally supplied to us incomplete) and she refused her ID for the first 5 email requests.
  After having her proper address and ID, On April 21 Both ******** and ********* were sent forms to start the cancellation procedure - they refused to sign.
  I spoke with ********* today (April 24, 2023 at 10am) on the phone. She informed me that they had purchased new flights on ***** Airlines and that she is expecting a refund on hers as well. I explained to her again (as listed in several other emails) and on the cancellation form, that there is no reason or cause for her to cancel her flights and that a refund or credit is not possible. This now leaves them out of pocket for *********'s fare should they cancel
  I reminded **************;again that flights are still current with ******* airlines and there is still space available for ******** on the same flight.
  The cancellation forms that were sent also included a section of termination of the client, explaining that all hotels, transfers and excursions would be cancelled and a full refund supplied by the operator. The cruise booking will be reverted back to the cruise company and the will be cancelled with no refund or credit for ********* and a good will gesture of $1333.00 was offered to *******
  This offer expires at 4:01pm today, Monday April 24, 2023
  Documents attached:
  A copy of the booking form completed by ******** (I have blacked out some information for privacy reasons) Should you need the original, it is available.
  A copy of what the cancellation forms required for each
  Please let me know if you require anything else. Our next steps, if needed, will be to proceed with a lawyer and remove the offer of $1333.00.
  
  Thank you
  

  Customer response

  04/24/2023

   
  Complaint: 19967081
  
  I am rejecting this response because: The Dream Vacations has indicated there MIGHT have been availability for me to fly on the plane with my cousin.  The booking forms indicated we were traveling together and the risk of flying to ****** alone was not acceptable.  Hence, THEN we booked on another airline after learning this.  Again, the agent needs to cancel the hotels with a full refund, since they won't t communicate directly with us.  Same for the airlines. 
  
  Sincerely,
  
  *****************************************

• Initial Complaint

  07/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This issue started with a travel agent in **********, ** under "Dream Vacations/ boat beach travel" but all documentation I receive from the cruise line shows CruiseOne, **** out of ***************, ** and same address. We booked a European river cruise with a ********************************* as a group of 6 people. Due to covid this booking was changed on three occasions. On the last booking we were giving four dates that were available to choose from . I made it very clear what my only option (date) was the first week in October. A September date was not possible because of a family wedding that could take place that month (cancelled prior year due to covid) and that October was the only date that our upgrade cabin on the boat was available, which we already paid in full for. But instead our travel agent ********************** booked it in September because he believed the weather was better since he was going on this cruise with his guest too. The travel agent being part of our group was his making, not ours. To make a long story short, ********************** booked the September 10th cruise knowing that I and my wife were unable to travel that month. I think the appropriate action at this time would be a full refund. After 5 months of correspondence and ********************* pitting my friends against me and my wife, I finally received a credit which does me nothing since the whole idea of the cruise was to travel as a group with my friends. I demand a full refund. I had no control over booking this trip and the travel agent ignored my wishes and did not even notified me or my wife of the new booking and or down grade of our cabin with this booking. Instead, telling us how unreasonable we are. I would like to know who he works for or who he represents. I also found out he wanted us as a group so he could get his guest as a free passenger with a promo the cruise line offered as "eight person group booking and the eighth person is free". So far I can not find a business identity in DE for Mr. ********

  

  Business response

  07/29/2022

  First- I will reply to this, but ***** is an individually owned and operated franchise and is his own company.  He sent me the below details.  At this point it is the vendor, Scenic Cruises not refunding the money, not *****.  The client can do a chargeback on his credit card if he wishes, but we are unable to get a refund at this point.  They will not refund the money.

   

   

  Below are the facts as I know it:
  
  In May of 2021, the group proactively decided to delay the 2021 cruise to 2022.
  On 5/20/21, I informed ***********************, who has been acting as the coordinator and central point for the team, that there were no dates that had the exact 1 for 1 match of the cabins to move to.
  The desire of the group was to maintain the same itinerary, so I provided the following dates 8/4/22, 9/10/22, 9/17/22, 10/1/22.
  Again, none of these dates had all the required cabins so there was going to have to be a compromise and flexibility on every one of them in the part of folks involved.
  This was understood and agreed upon by the group.
  Per my conversations with *****, he indicated that there were different date preferences from the group and that nobody could agree on any of the dates.
  As a result, ***** discussed with the team that in an effort to come up with an unbiased compromise, the group decided to put the dates in a hat.
  The current date of 9/17 was chosen, and ***** informed both the Dillons and ***** of this date.  ***** can you please confirm that you did this?  I did not notify the team as I understood that you were communicating this so there was no need to keep telling folks of the date.
  Since the date chosen did not have the cabin that the **** family wanted, I did put them on an upgrade list and was able to offer an upgrade to which they declined.
  Nowhere in my communication with *** was I made aware that he did not agree with the date nor was he not aware of the date.
  On 2/20/22, 9 months after the cruise date was set, *** notified me via Marys email address that they regretfully would not be able to attend due to a conflict that was not known at the time of the change.  He went on to say that **** and him were going to either have to work with the group to change the date to a date without a conflict or go by themselves at a date later in 2022.  He indicated he would work with the Dillons and Fields to work through this.  At this time, *** was well aware that these were his choices.
  The Dillons reached out to Scenic for a refund at the end of February and at that time Scenic indicated that this was not possible.  They had the following choices:
  Go as planned
  Change to different date at the prevailing rates
  Cancel and receive a Future Cruise Credit.
  In a dinner meeting with the Dillons, Fields and ****************** and **** offered to pay the difference in cruise fare for the group if the date was changed to 2023 however there was no interest from the others to do this.
  
  After this, although well aware per above of the facts and best effort made by all involved, I have been receiving countless emails from *** regarding how unfair this process was, how he was not aware, how his cabin was not available, etc. and I now am reaching out to all of you for assistance. Between the cordial email on 2/2/22 and now, the tome and stance of *** and **** has changed multiple times from email to email.  Originally, he was ok with the penalty, he then wanted to team to change, he then indicated he didnt want to go alone with **** as just going with the 2 of them would be any fun so he was willing to lose the money to now requesting a full refund. *** has contacted Scenic multiple times and been told the same however the accusations and emails have not ceased.  In addition, based on the facts above, I cannot push for the refund as:
  There was nothing done that was negligent as no matter which option was chosen, someone would not be happy. 
  There was awareness of the team of the date and an upgraded cabin was offered and declined.
  The cruise has been scheduled well in advance of the conflict being known
  The original request was to change the date, which can be accommodated as the group proactively changed the dates ahead of cancellation to have the best chance of getting most of the cabins needed.
  Scenic has been more than gracious by protecting the prices on the bookings that we proactively changed ahead of their cancellation.
  My communication has been primarily with ***** unless it was specific to one member of the group.  This has been going since the inception of the group and nowhere was I ever made aware that this was an issue nor was I requested to make individual communications so that is how I have continued.  In addition, should anybody had specific questions or concerns, they have been free to reach out to me directly but that was very rare.

  Customer response

  08/01/2022

   
  Complaint: 17642778
  
  I am rejecting this response because: I have a had time with the idea that ********************** own and operates his own franchise when all documents from Scenic Cruises has your business name and address on them that pertains to this particular cruise. I believe that ********************** is located in ********** ********. So is he working for Cruise One in ******* as the documents dictate or is he a franchise owner or is he associated with Boat and Beach or ******** Brothers as other documents I retain show. I would think twice about representing me in a franchise! As for his explanation of what took place is partially correct. The problem is he left out a lot of details that would not make him so credible. I have always been personally in touch with Mr. *************** back in 2019 when this trip was first booked. We have had many discussions about accommodations and dates. I also have retained all his e-mail to me and mine to him concerning the trip and this issue. Scenic Cruises has never denied me a request for a refund but always informed me that I would have to go through my agent. And ********************** was getting a free guess pass for a promo that Scenic offered on group booking so he could have his guess tag along. He did not want to lose that status. There were a lot of details that **********************, as a travel agent did not update me or my wife on. If he did to someone else in the group, I had no knowledge of that until it was too late. You would think he would have contacted me to be sure I received all pertinent information, which he did not, like changes in accommodation that I had originally requested. 
  Sincerely,
  
  *********************

  

  Business response

  08/02/2022

  Again, the money is with the vendor and they are not refunding.  You will need to deal with them and/or *********************.  Each franchise is individaully owned and operated and he controls his own business.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In November, I purchased a cruise for 8 people over Christmas through the CruiseOne company. ********************* was the agent helping with making the travel arrangements. 5 people on our trip needed transportation from the airport to the cruise terminal. Per Royal Caribbean, we had to purchase the Royal Caribbean transportation through our travel agent. I purchased round trip transportation for 5 through CruiseOne. All money was paid in full. When we landed at the airport and went to get on the bus to the cruise terminal, 2 out of the 5 people were not on the list. Royal Caribbean stated I needed to speak with the travel agency who booked it. I called ******* at customer service at ********************** and explained the situation. (This is on a recorded line) She stated she would cancel all transportation since we were traveling as a group and that our money would be refunded. We ended up having to use Uber or Lyft. I have spoken with ***** and multiple people at customer service to try and get the refund for the money that was paid for the transportation booked through the company. At first ***** would apologize and blame the lack of resolution or refund on being busy due to Covid. Now I cant even get him to respond to an email. **************** was very helpful and stated that they would write us a check and we would get a refund. This was over a month ago. No check has ever come and we have not heard from CruiseOne in over a month. The money due back in a refund is $350. The issue started on December 26, 2021. I have multiple emails with ***** to show lack of communication and resolution.

  

  Business response

  05/02/2022

  We have been working continuously to get guests the refunds that they deserve.
  This issue was escalated to management by ***** once guest reached out advising of the transportation issue.
  Management has been escalating to our contacts at Royal Caribbean for months attempting to have them due the right thing and refund the guests for unused transfers and reimbursement for the Uber rides that the guest chose to take once they were advised of the issues with the transfer
  On 3/17 we finally heard back from Royal Caribbean stating they would not refund any of the unused transfers to the guests stating they are nonrefundable on date of embarkation. This was never advised to our agency when our (**********) customer service department reached out to Royal Caribbean advising there was an issue with the transfers and guests were choosing to cancel remaining transfers and take another mode of transportation to the port (Uber)
  We were advised that the transfers were be refunded at the time of cancellation.
  On 3/22 Cruises It Management asked for the denial of refund to be escalated and reconsidered.
  On 4/6 Refunds were once again denied by Royal Caribbean
  On 4/7 Cruses It Management once again asked for the denial to be escalated and reconsidered.
  On 4/27 We received a call from Guest Relations that Royal Caribbean had agree to refund the guest in the amount of the Uber rides the guest had provided receipts.
  On 4/27 the copy of receipts provided but guests were sent to Royal Caribbean to get the refunds processed.
  
  We apologize for any gap in communication with the guest while we continually tried to get refunds approved.
  We take **************** very serious at Cruises it and we feel that this guest is entitled to refunds which is why we have fought so hard with Royal to approve refunds.
  Royal Caribbean has continued to deny the refunds of unused transfers and our agency will be refunding the guests the amount they were charged.
  This will make the guests whole
  Once we receive confirmation of date and amount from Royal Caribbean, our agency will refund the amount of unused transfers that guest was charged.
  Guest is always able to reach out to **************** by phone, email and the urgent email option as well. These are provided to all guests to ensure everyone is taken care of as quickly and efficiently as possible.
  I am so glad we could get this resolved for the guests.
  Guest should have or will be receiving all this information via email.
  Sincerely,
  *****************
  Director of Operations, **********

  Customer response

  05/02/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. The communication in this email is much more informative than the lack of response that I have been given by the company. We have contacted customer service and our travel guide on multiple occasions. Due to the lack of communication, I was under the impression that the case was being ignored. No one at Cruise One has contacted me stating that the issue was even being worked on any longer. While the communication is great in her response to this complaint, an email or call from customer service would have been greatly appreciated before having to escalate the issue to BBB. 

  I will feel as though the issue is resolved once the funds have been awarded back to me. 

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

• Initial Complaint

  03/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a cruise and due to covid it got canceled. I requested to move the cruise, it got moved but ended up canceling because I was $** short on the final payment. I took the penalty and rescheduled the cruise for 2022. I was sent a new quote showing the money that did transfer from the old cruise, minus the penalty fee. I booked a different vacation for 2021. I sent money down for the new vacation but I was told they had to have the full amount because we were so close. I sent them a new check for the money in full, which was their request. I asked her to destroy the check I had sent for $***. She said she got the money and processed both checks. I immediately said you were to only put through the one check because the other was to be destroyed, it will cause everything to bounce, which it did. I finally got squared up with both checks which took me over two months to recover. She put the $*** on the cruise and paid for the tip to Mexico in full. I am now at the final payment for the cruise and the online payment link was not working. I asked her to process the payment. She failed to do so. I asked her why? She said it wouldn't go through and she would call Royal Carribean to find out why. She then sent me a new receipt showing a higher price for the cruise and that I didn't pay as much as I did. I brought this up and she said she would check on it. Her husband informed me that we never paid $*** but later that night she sent me a copy of the $*** check that she had cashed. She is now claiming that she found my money but it is $*** plus $***. Something the cruise was holding onto. This is still not the amount that I paid. She is now claiming that her receipt means nothing and that I should only go by the receipt from the cruise line. I told her she never sent me a receipt from the cruise line until this week. Per her receipt I paid $******* but the cruise line receipt says I paid $*******, where is the rest of my money.

  

  Business response

  04/01/2022

  Her cruise was cancelled by Royal several times due to covid and now she is choosing to cancel this one.  She will loose her non-refundable deposit and she is screaming at our agent that she expects that money back too but still wants to cancel.  
  
  Her 2022 cruise has a non-refundable deposit on it that she chose because it was cheaper than a refundable deposit.  So he will not be getting that money back from Royal.  
  
  
  She keeps saying that we had an agreement and we have no idea what she is talking about. 
  
  We got her a cheaper rate than we quoted her below, because Royal was offering anyone who rebooked a discount. 

  Bottom line is she paid what was invoiced and if she cancels her money is non-refundable from the vendor.

   

  
  

  

  Business response

  04/19/2022

  
  This client has bounced checks several times during the booking process.  To our knowledge she does not have a valid credit card to use for deposits and final payments, so we are always waiting for her checks to be mailed, which we can only run through Wells Fargo/World Travel Holdings.  There is no other way to get her money linked to her bookings.
  For her 2021 Cruise we had to pay her final payment, or she would have lost her cruise.  She bounced a check for $******** at the end of June.  World Travel Holdings sent the check back to us on 7/6/21 and debited our account that amount plus $***** for the returned check.  We made the final payment on our personal credit card for that amount.  She didn’t repay that final payment until August 23, 2021 after several request to get reimbursed.  So, we held on to her NSF for a month and a half plus we paid her final payment.  Big risk!
  The 2022 cruise, the $***.00 check she is talking about was sent through the process World Travel Holding gave us.  When we called about the alleged missing $***.00, RCC told us that WTH was holding the money and has not sent it to RCC yet.  I tried to attach a picture of her $***.00 transaction that apparently WTH received in July of 2021.  I also have a letter confirming her WTH received the $***.00.  My scanner is not working so ***** will scan them at work and I’ll send them in the morning.
  ***** told the WTH Accounting Dept to send the money to RCC.  ***** has since talked to Royal Caribbean, and they were giving ***** ******* a FCC for the entire amount paid for canceled 2022 cruise.  She canceled the cruise because she didn’t have the money.  Simple!
  If she claims we have her $***.00, there must be documentation on how the checked was cashed and who cashed it.  She has never shared that information with us, just accused us of keeping her money.  That’s because we don’t have her money.  We explained the WTH check depositing process to her, but she insists that we have her money with zero evidence showing we have the money.  

  Customer response

  04/22/2022

  
  Complaint: ********
  
  I am rejecting this response because:  ***** admitted to having the check and even emailed me the copy of the cashed check that went into her account.  I want my $***.  The only reason the check didn't clear was because ***** cashed a check that she was told not to cash, she was told to destroy it because she wanted the amount in full not in partial payments.  Plus the cruise line informed me that my taxes and gratuity was sent to *****.  So I need that refunded back to me as well. 

  I had the money to pay for the cruise if the quote I was given was correct.  The price should have been around $*** but the price changed from $*** to $****.  This was not the agreed upon trip.  ***** then said she made a mathematical error.  That is not my issue, that is hers.  I never got a quote from Royal Caribbean  only from her.  Her quote was wrong but I had nothing else to go by.  If I get a quote from any other business they honor the quote, that is all I wanted from her.  With a day left to pay the cruise, I couldn't come up with an addition $*** dollars.

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

• Initial Complaint

  10/14/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had a cruise booked leaving from Cape Liberty, New Jersey October 3, 2020. Because of Covid, the cruise was rebooked to leave October 9, 2021. The cruise was cancelled because it was not able to leave from the port in New Jersey. My booking number is ID: XXXXXXX. The group travel order is #XXXXXXXX. I chose to cancel my reservation rather than rebook again. I received an email on June 14, 2021 from my travel agent advising that I would received a refund of my deposit ***** total paid for 2) in 30-45 days. I have not received any further information and my travel agent has not provided any further updates.

  

  Business response

  10/19/2021

  Business Response /* (1000, 5, 2021/10/16) */ We have been advised by the supplier that charged the card originally will be setting up a **** refund taht the client should receive in about 10 business days so this should be resolved. Consumer Response /* (2000, 7, 2021/10/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will be watching for my refund! Thank you for your help.

*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. ↩