ComplaintsforIsland Windjammers

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a trip that they cancelled during Covid. They would not refund my money only a credit for another trip. Never said anything about being an end date but it was at the very end of an email they sent, which I didnt realize. I was doctoring for a breathing problem (for over 2~1/2 years, and didnt want to rebook until I was able to go. Didnt have trip insurance because I needed dates of the trip to get it. When I tried to rebook was told the credit expired and I couldnt use it. *** tried to get them to do something but they wont even talk about it. I saved 3 years to be able to take this trip and now they have my money and didnt do anything for it. Im devastated, and cant afford to pay for another trip.

  Business response

  06/24/2024

  *******************
  
  
  2/12/20 Reserved ****, 20 August 2020 Paid $1980
  
  
  5/27/20 IWJ sent an email to all guests advising that we would wait until 30 days before sailing to reschedule.
  
  
  5/27/20. **** emailed asking if she would have to pay an increase in fare and was told that she would if she changed travel seasons.
  
  
  6/10/20  **** emailed to say she would postpone and sail when she was more comfortable traveling.
  
  
  6/19/20 Guests were emailed advising that they had to reschedule their cruises, and were given the dates of 31 December 2021, to BOOK-BY not SAIL-BY.
  
  
  6/19/20 **** called and asked about the credit.  She was again told that she had until 31 December 2021 to redeem her voucher.
  
  
  01/28/21. **** emailed requesting a cash refund.  We explained our terms and conditions and that she should file a claim with her travel insurance carrier.  We further explained that we felt we were very generous in offering a voucher.    
  
  
  Here are our terms and conditions that apply:
  
  
  Cruise Changes and Cancellations by the Carrier
  
  If the company cancels a cruise within 90 days of the sailing date for mechanical or other company-related issues, guests will be issued a cruise credit.
  
  In the event that a cruise must be rescheduled by the company as a result of weather, political events, pandemics, or any other trip interruptions resulting from events beyond the company's control, a cruise credit equivalent to the dollar amount paid for the cruise will be issued to affected guests. Previous discounts or promotional rates will not be applicable towards rebooked cruises.
  
  6/12/23 **** emailed and asked about Covid restrictions.  She said she had not rescheduled because she was dealing with heart and lung issues and was having difficulty breathing. We explained that her credit had expired on December 31, 2021 and it would not be reinstated.
  
  6/21/24 **** called and asked for her credit to be reinstated, we could not do that as it was expired on December 31, 2021.
  
  6/24/24 **** files a complaint with the BBB

  website www.islandwindjammers.com

  Ships and Rates

  Select page for ****

  Rates and Deck Plans ****- Terms and Conditions link is located on this page 

  Customer response

  06/28/2024

   
  Complaint: 21884219
  
  I am rejecting this response because:

  They never said anything about an expiration date when I asked about a refund instead of a credit. 
  They failed to note the phone call I made explaining why I could not rebook at that time (medical issues). Their response was, just let us know when you can travel and rebook. Nothing about an expiration date.

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

  Business response

  07/01/2024

  ************** was told about the expiration/book-by date in writing.  She can continue to disagree and state that she was never given a book by date, but she is not stating facts. We acted in everyone's best interest and in accordance with our always fair and transparent business practices.  This will be our final response, and consider this matter closed.

   

• Initial Complaint

  06/09/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I booked a cruise with Island Windjammers in Feb, 2022, which sails from Tortola *** on April 23rd 2023, which is our 50th wedding anniversary. I reserved one of their best cabins, and the agent, *************************, informed me that I would have to pay $3000 in advance to reserve it. I did so as I wanted a great experience for our 50th, charging it on my ***** Due to some health issues ( I am a disabled Veteran ) and we are both in our 70s, and with the economy as it is we decided that we couldn't afford to deplete our savings to do this.. I called ************************* and told her that we would have to cancel. She informed me that our $3000 was non-refundable as that was their company policy. My wife and I are retired and on a fixed income. We can't afford to give $3000 away. In their confirmation letter which the e-mailed me on Feb 24th 2022, under the paragraph labled "Cancellations:" , it states as follows : "Cruises cancelled within 90 days of the sailing date are non-refundable. Cruises cancelled 91 days or more from the sailing date will be subject to a cancellation fee." I asked to cancel almost a full year before the sailing date. I can live with a reasonable cancellation fee but $3000 is OUTRAGEOUS !

  Business response

  07/14/2022

  Please find attached a copy of our Terms and Conditions which states that Deposits are non-refundable.  

  This document is linked on our website on the "Rates & Deck Plan" page where it says "Heres a link to our complete Cruise Terms & Conditions."

  Please feel free to contact us if you would like more information.

  Kind Regards, 

  Island Windjammers, Inc.

  Customer response

  07/15/2022

   
  Complaint: 17338755
  
  I am rejecting this response because:

    As far as I'm concerned, their policy of a non-refundable $3k deposiot is a scam.  Their suggestion to get trip insurance, which costs about $1500.00 is simply a way for them to get a kick back from the insurance co.  I wanted to cancel almost a year before the sailing date.  I expected to pay a cancelation fee which would have been fair. They have plenty of time to book the cabin I reserved as I'm sure they have.  I'd be happy with a partial refund.

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

  Business response

  07/18/2022

  I am very sorry that ******************** does not like the Terms and Conditions which he agreed to at the time of his booking.  Our Terms and Conditions have not changed since the company began.  It is unfortunate that he didn't accept our response, which is our clearly called out legally binding Terms & Conditions, but we stand by our response.

  Thank you.

  Customer response

  07/19/2022

   
  Complaint: 17338755
  
  I am rejecting this response because:

    Windjammer's Confirmation is deceptive.  I was never told the "Deposit" was non-refundable and assumed the "Cancellation" paragraph was the policy about cancellation fees.  Please see the attached section of the confirmation letter which NEVER mentions deposits being "non-refundable" the only place where that is stated is accessible only by a tiny link which I marked on the document I enclosed.  I never even saw the link at the time.  As I stated, I'm not asking for a full refund.  I'm willing to pay a reasonable cancellation fee.  Windjammers has had almost a year to sell that cabin to someone else.  I just feel that I am being scammed out of $3000.00.  I'm a 72 year old disabled Veteran, and to me that's a matter of Honor not to mention a large sume of money !
  Sincerely,
  
  *******************************

  Business response

  07/21/2022

  The terms and conditions are published on the website for review at any time. A link to the terms and conditions is provided in the booking confirmation. All bookings can be canceled without penalty within 24 hours of booking, giving ample opportunity to carefully read the terms of booking.
  
  
  Although we sincerely regret that ******************** wishes for an exception to be made, published terms and conditions apply to all bookings.

  Customer response

  07/22/2022

   
  Complaint: 17338755
  
  I am rejecting this response because:

  Their policies are unfair !  They are ripping me off for $3000.00.  I will NEVER accept that.  I was perfectly willing to pay a cancellation fee but they won't compromise even though they have plenty of time to book the cabin.  I will never do business with them again, and will tell everyone I know that I was cheated by Island windjammers!
  
  Sincerely,
  
  *******************************

*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. ↩