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Complaint Details
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Initial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I booked with Cruises.com for Sun Princess 17-night Western Mediterranean with Greek ************** (4/17/2024-5/5/2024). Booking agent at Cruises.com ********************************* offered me promotion including $150 **** Prepaid Card which I would receive by mail after my trip. (Her phone# **********************, email: *******************).Two months after my trip, I never received this **** Prepaid card. I emailed ****** and she replied that it was sent to my email on 6/5/2024. I checked all my emails thoroughly including inbox, spam and trash and did not received it at all. ****** told me she would ask rewards teams to resend me the card. Several days later, No card was received. I emailed ****** again and she replied that rewards teams were going to resend it. Many days waiting, so far I still have not received it. I hope Better Business Bureau can help me solve this issue.
Business response
07/26/2024
July 26,2024
Better Business Bureau
Complaint # ********
Re: ***************To whom it may concern,
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.
The $150.00 **** Pre- Paid card was resent July 25, 2024, at 5:23pm from ********************************
We appreciate your patience while we researched the customersconcerns.
Thank you,
**************
Customer Relations SpecialistCustomer response
07/26/2024
Better Business Bureau:
Please see the attachment, "Undeliverable" message.
There are two strange email address they used, avasin-peh-001.plus.net and ******************************************** Both are not my email address. My email address is ********************** so I still did not get the card.
Best regards,
****
Business response
08/01/2024
August 1,2024
Better Business Bureau
Complaint # ********Re: ***************
To whom it may concern,
The $150.00 **** Pre- Paid card was resent July 25, 2024, at 5:23pm from ********************************
We have resent a copy of the email containing the pre-paid card to ********************* from ****************************
We appreciate your patience while we researched the customers concerns.
Thank you,
**************
Customer Relations SpecialistInitial Complaint
07/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Booked cruise for 3/25/2025 (7 Night). On April 30, 2024, I changed to a 12-night cruise. Had already paid $ 600 toward cruise & $ ****** for insurance. Travel Agent at Cheap Cruises said only additional money required was for insurance, I paid an additional $ ****** on that day. On 7/23/24 went into Cruise Lines website to print out documents on a current upcoming cruise and tried to add 12-night cruise. Was told number was no good. Spoke to Cheap Cruises they said my 12-night cruise was cancelled because I failed to make a $300 payment. I was never told by travel agent a payment was required. Cheap Cruises is telling me I lost all my money that I have paid ($******) because cruise was non-refundable. I DID NOT CANCEL. I am being told to get on the cruise I have booked (with documents showing the total price as $ ********) I need to pay the current price of $ ********, plus insurance = $ ********. I have documents stating the total price is $ ******** and the balance I owe is $ ********. I want Cheap Cruises to honor the price they quoted and took payments against. If they refuse to do that, I want a full refund of my $ ******. This is their error not mine! I was never told any additional money was due when I changed the original cruise. I want Cheap Cruises to honor the price quoted and re-book our cruise with the balance due of $ ******** as stated on the Guest Booking confirmation documents, number 372-44775851.Business response
07/24/2024
July 24,2024
Better Business Bureau
Complaint # ********Re: *************************
To whom it may concern,
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.
We have been working directly with ************** and this will be resolved by next week.
************** is booked and confirmed on her cruise vacation we are just waiting for Royal Caribbean apply her credits.
Thank you,
**************
Customer Relations SpecialistInitial Complaint
07/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Cruises Only Canceled my trip for lack of payment even though I have an email that Shows I have till 7/18/24 to pay the Balance.100 days before Cruising I had placed a deposit back in Oct of ************************ the rate. Cruises Only refuses to refund my Deposit.Business response
07/17/2024
July 17,2024
Better Business Bureau
Complaint # ********
Re: *************************
To whom it may concern,We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.
****************** booked this cruise reservation online 1/1/2023 using our advanced deposit promotion. Cruises Only paid the $500.00 deposit and ***************** agreed to pay the $500.00 advancement back to Cruises Only on 7/8/2024 through automatic debit. ****************** also purchased travel protection in the amount of $248.00 and the $24.99 non-refundable processing fee.
On 1/1/2023 Mr. ******* received an invoice (attached) advising on the advanced deposit pay back date of 7/8/2024 and the remaining balance due 7/18/2024
On 5/29/2024, 6/28/2024, 7/1/2024 ****************** received emails advising of upcoming payment of $500.00 on 7/8/2024 (attached 5/29/2024 due to limited upload space on BBB site- can provide if requested)
On 7/8/2024 ****************** received an email advising his credit card had declined for the $500.00 (attached)
On 7/9/2024 ****************** received an email advising him that his cruise was pending cancellation due to the $500.00 decline on his credit card.(attached)
On 7/11/2024 ****************** received an email advising him his cruise had been cancelled for non-payment of the advanced deposit of $500.00. (attached)
The $100.00 cancel fee that is stated on the invoice will be collected in the event of cancelation, Cruises Only collected that cancel fee out of the $248.00 he had paid for the Travel Protection and refunded $148.00 to Mr. *******.
There are no refunds due to Mr. ******* and the cruise remains cancelled.
Thank you,
S. Miles
Customer Relations SpecialistInitial Complaint
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked a cruise with Cruises.com for travel in February. (all the details are in the attached document). As part of the deal, I was supposed to get a $250.00 **** gift card - see under-lined paragraph in the attached document, pg. 3. It has now been 13 weeks since I completed the cruise and yet i have not received the gift card as part of the contract. I have called several times and at first the response was that it may take up to 12 weeks. When 12 weeks was up, when I called them, the answer was it was already sent by email. I searched all my mails, junk files and trash files and did not receive it. Then they said they are resending it and I should get it within 5 days. When I did not receive it and I called, the answer today is: "it is goin to be sent".I am not sure if they are making an empty promise. But I am tired of calling and waiting. Could you please see that they keep their promise and send the gift card ASAP.Thank you.Business response
06/11/2024
To Whom It May ****************** are in receipt of the complaint initiated by the above-mentioned customer. We appreciate your patience during our review of this matter.
The customer booked their reservation with ******************** and qualified for the $250 **** eGift Card to be received 8-10 weeks after their departure date (02/18/24).
According to our records, the eGift Card was processed to send out via email to *********************** from an email address of ******************************** on 04/05/24.
The customer reached out to us on 04/08/24 and was advised that it was still early and they should be receiving it within the 810 week timeframe.
The customer then contacted us again on 05/31/24 and since this was past the 810 week fulfillment timeframe, a request was made to re-send the eGift Card to the customer and was completed on 06/09/24.
We have reached out to the customer leaving a detailed voice message, with our contact information, for additional questions.
Thank you,
******Customer response
06/13/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*****************************************Initial Complaint
05/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a cruise -confirmation number ************, on the Norwegian Sky sailing November 8, 2023. My sailing came with a **** prepaid card promotion of $250. The card was to be issued 8-10 weeks after sailing. After not receiving the **** card, I sent an email to Cruisesonly Rewards on 2/14/24. I did not receive a response. I included all aspects of the cruise - confirmation number, sail dates, names, itinerary and information on the $250 **** Prepaid card directly from my reservation. I made 2 additional calls. The initial call went pleasantly with the agent telling me they would resend the card after I totally searched all my emails (Spam, trash, etc) with the titles given to me by the agent. After an additional 30 day, I again called back to the company after not receiving the card. Per the agents' instructions, I again searched all parts of my email. The agent did state that not receiving the card is a problem and she always tells her clients to get the on board credit as opposed to the card. I suggested they sent the card to my business account (a gmail account vs the *** account I use for personal use. ***************** agreed that this may work and she would put in a request to resend. Again, over 30 days have gone by and I have not received my $250 prepaid **** card.Business response
05/30/2024
May 30, 2024
************,
It was my pleasure to speak with you yesterday and appreciate you sending me the information I asked for.
We will be in touch with the resolution, meanwhile if you need anything you have my contact information.
Please feel free to reach out to me.
Thanks you,
S. Miles
Customer Relations
Customer response
06/01/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my initial issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved only after I have received my $250 owed to me.
Regards,
*******************************Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 1-16-24, I booked a four night Royal Caribbean cruise #******* through Cruises.Com for my granddaughters birthday with a sail date of 4-8-24. Im in my late 70s so I used the travel agency to make sure no mistakes would be made. I told the agent my granddaughter would be pregnant and I believe the recorded call will show I stated specifically 7 months pregnant. The recorded calls (I provided the call dates directly to Cruises.Com management) will show we talked off and on about the pregnancy but it did not register with the agent or me that he might need to check with the cruise line for a pregnancy cut off period. The cruise agent was very nice but I found out later he was a brand new agent for Cruises.Com.I found out about the cut off date around 2-22-24 from my daughter who saw Internet posting and blogs about cruise lines refusing to board ticketed pregnant passengers over 26 weeks. My granddaughter would have been 29 weeks at cruising time. In a panic I called my cruise agent who quickly connected me with his **************** The *************** contacted the Royal Caribbean Cruise line. I was willing to let them keep my payment and just move my reservation back to August 2025 and my granddaughter and her baby could still go on belated birthday cruise. Royal Caribbean was heartless and did not work with Cruises.Com and charged me a penalty of $1425. The cruises.com ********************* suggested I file an Insurance Claim with the *** Insurance I purchased for cruise. That was a time consuming waste of time that was eventually Denied. Bottom line, a mistake happened and Cruises.Com should accept responsibility that in this case the Duty of the Travel Agent to protect the customer did fail. This was a new agent making a new person mistake which I understand happens for all new employees. All supporting documents have been mailed to Cruises.Com management. Resolve this complaint by sending me a check for $1425 to cover the error. Thanks!Business response
05/30/2024
May 30, 2024
************,
Thank you for your time yesterday and sending the documentation requested.
We will work on a resolution for this matter, .meanwhile you have my contact information if you need anything further.
Thank you,
**************
Customer Relations
Business response
06/11/2024
We appreciate the opportunity to resolve your ************ concerns. ************ concerns have been reviewed and resolved with a future cruise credit of the penalty amount and has been applied to his new reservation. Thank youInitial Complaint
05/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The website listed multiple offers as follows:All the Cruise Line ***************** an extra $25-$1,500 just for booking with us! Balcony & Suite Bonus: Up to a $100 **** Prepaid Card Exclusive: Up to $150 to Spend on Board - 5 days left!Exclusive: Gratuities for 2 Included - Ends May 15, 2024 Limited Time Reduced Rates!Free Drinks, Dining, and Excursions with Select Fares 3rd & 4th Guests Sail Free Anniversary Sale: Save Up to 45% Off, Up to $300 to Spend on ************ Based on the listed offers above, I booked the cruise online, unaware of the fine print. When I called the cruise line directly, the agent informed me that I do not have the gratuities included. When I contacted cruises.com multiple times, the agents told me that I had to click on the link and book the cruise over the phone and not online. There is no where on the website stating this requirement. I tried to resolve this issue and even escalated to a supervisor, *******. The company is not willing to honor this offer. To me, this is a deceptive advertisement.Business response
05/23/2024
May 23, 2024
Better Business Bureau
Complaint # ********
Re: ***********************To whom it may concern,
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.
Pre-paid gratuities have been added at no cost to the clients booking and the invoice has been updated.
Thank you,
**************
Customer Relations SpecialistInitial Complaint
05/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Dear ***/*****, I am writing to respectfully bring to your attention a matter of concern with the booking company. I am disappointed to report that, despite my best efforts, I have yet to receive reimbursement for a canceled cruise trip. As a result of unforeseen health complications, I was forced to cancel the trip, which was scheduled to take place on August 22, 2024. 1 paid a total of $1,058.10 for the cruise, and I had hoped that the reimbursement process would be straightforward and timely. However, it has been some time since the cancellation, and I have yet to receive the funds back into my account. I am therefore seeking your assistance in expediting the refund process. 1 am confident that, with your help, we can resolve this matter in a timely and satisfactory manner. please deposit the funds back into this account #**** Booking confirmation 429-44807385 Royal Caribbean ******* Thank you for your attention to this matter. I look forward to hearing from you soon. Sincerely,*********************************Business response
05/13/2024
May 13, 2024
Better Business Bureau
Complaint # ********
Re: *********************************
To Whom It May ***************** are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.For this reservation, the customer had charges from Booking.com for our processing fee of $24.99, our LeisureCare Travel Protection of $178.00, and our cancellation fee of $100.00. The processing fee is non-refundable and charged in order to book the reservation. The LeisureCare Travel Protection is refundable if cancelled within 10 days of purchase, however this reservation was cancelled about three months after the LeisureCare was purchased initially on 01/20/24. Our cancellation fee of $100.00 was charged at the time of cancellation. Each of these charges from Booking.com has been paid by the customer and is correctly being held on the reservation.
In addition, the customer booked using our book now pay later promotion and Booking.com covered the initial deposit to Royal Caribbean for $500 with the customer responsible for paying that back to Booking.com before paying the remaining balance to Royal Caribbean. Prior to cancellation, the customer had paid that $500 back in full along with an additional $306.11 in payments towards Royal Caribbean.
See the attached letter for a full breakdown of all charges and refunds.
At this time, all funds paid to Booking.com for the $500.00 deposit have been refunded to the customer along with the full amount paid to Royal Caribbean of $306.11. We appreciate the opportunity to review and address this issue for our customer.
Thank you,
Customer RelationsCustomer response
05/14/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*********************************Initial Complaint
05/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On January 18th I reserved to go on a cruise departing October 27th till Nov 17 2024.. The total charge was $4,782.99 and I gave as a deposit the amount of $624.99. The documents which I agreed to stated that if I cancelled prior to July 28, 2024 the only cancellation fee was $100.00. This is also the information which was given to me by the sales rep *********************** (# listed on documentation is *********************** (when you call that # it states that extension doesnt even exist. I was able to finally get a hold of a Rep called ******* on 4/29 at 11:00 am. She stated that they would over hear the sales call and get back to me within 5 days. I was left a message that they had the recording and would not refund me any money. I asked for that call and no luck. My husband and I are both 85. He has had health issues and I dont want to risk having him this many days. It is unfair what they are doing to me. they are taking advantage of me. I am requesting a refund based on the documentation and conversation I had with the sales *********** the charge was made to my debit card and it has been more than 60 days; I can not dispute it through my bank. I am PLEASE requesting that you assist me with this deposit that they are attempting to steal.Business response
05/06/2024
May 6, 2024
Better Business Bureau
Complaint # ********
Re: *************************To whom it may concern,
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.
We've reviewed the call research request for this booking and were able to find the following information:
The guest called to price a double Interior (lowest price $1539per person)
The agent advised that would be a non-refundable rate and they talked about it (08:10 mins) but the guest didn't like the cabin location,so the agent priced the refundable advantage rate.
The pricing wasn't great for the guest and the agent when she went to go look at it, she had lost the cabin and then chose the non-refundable rate again
The agent advised the advanced deposit promotion could no longer be used and she advised the rate was a non-refundable deposit.
(01:21:40 mins) ~ The agent did a recap of the reservation before taking payment.
RESULTS - Yes, the agent did advise the guest that her booking was nonrefundable rate.
Thank you,
**************
Customer Relations SpecialistCustomer response
05/10/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
04/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I had to re-book a previously booked cruise due to an unfortunate cancellation on behalf of Cruises Only because of a cancelled debit card. Once the cruise was rebooked I received a confirmation email stating that for one of my cabins the balance due was $1484.**. When I went to pay the balance a few days later, it stated I had to pay a balance of $1984.**. The difference was exactly $500.00. When contacted, Cruises Only admitted this was a mistake on behalf of the agent who re-booked my cruise but offered no recourse or solution to this problem. My issue was escalated to a supervisor who has refused to return my phone calls and honor this price. I am requesting a refund for $500 as this is the difference between the price on my confirmation email and the price I ended up paying. This issue has been ongoing for several weeks and I had to make my final payment to keep my cruise booking, so I paid the full price.I have a confirmation email and was told they can also see this confirmation email, Cruises Only will not honor this price. I have been a very loyal Cruises Only customer for many years but this issue has been extremely frustrating and time consuming on my end. All I have ever asked for is for this company to make this right and honor the price I was sent via a confirmation email which is attached.Business response
05/01/2024
May 1, 2024
Better Business Bureau
Complaint # ********
Re: *********************
To whom it may concern,We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.
The total cruise purchase amount is $2509.30. The client paid $2317.30, and we paid $192.00 for the gratuities and CruisesOnly also gave the client a $50.00 onboard credit.
This is an advanced deposit promotion booking, CruisesOnly paid a $500.00 deposit to carnival Cruise line on the clients behalf to be paid back to CruisesOnly approximately 110days prior to sailing. To reflect this being paid to the cruise line we must offset the payment in our system for accurate accounting. The system sent an invoice out to the clients email before the code was entered to offset the $500.00 that CruisesOnly paid awaiting the clients repayment. The booking was canceled as stated and the $24.99 processing fee was collected twice, that fee was refunded back to the clients credit card on 4/8/2024.The cruise pricing reflects accurately with Carnival Cruise line and there was no over payment to this booking. This can be verified by the client when logging into their cruise planner with Carnival Cruise line.
We have also attached this information directly from Carnival Cruise line showing cruise total and payment.
Thank you,
**************
Customer Relations SpecialistCustomer response
05/01/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,***
Customer response
05/02/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
While I appreciate the response, I did not allege that I was overcharged. I stated that I received a confirmation stating that the balance due was $1484.** and when I went to pay it, it was $500 more, or $1984.**. I understand there was an error on the part of the agent who rebooked me, however since I received the confirmation (previously attached) that the balance due was $1484.**, I am requesting a refund in the amount of $500.00. This is likely not legal along the lines of a bait and switch or deceptive pricing.
At this point, customer relations could go a long way to just make this right rather than to continue to try make the same technical argument that I was not overcharged. Again, that is not the basis of my complaint. It is that I received a confirmation email with one figure and then when I went to pay it the balance was higher by $500.00.
Thank you very much!*********************
Business response
05/07/2024
May 6, 2024
Better Business Bureau
Complaint # ********
Re: *********************To whom it may concern,
We are in receipt of the complaint initiated by the above-mentioned client. Customer satisfaction is always our primary concern, and it is a disappointment to learn that we have not met the clients expectations. We appreciate your patience during our review of this matter.
We must reiterate the system sent an invoice out to the clients email before the code was entered to offset the $500.00 that CruisesOnly paid awaiting the clients repayment. The booking was canceled as stated and the $24.99 processing fee was collected twice, that fee was refunded back to the clients credit card on 4/8/2024. The client was not overcharged,and the invoice was incorrect however the client was aware of the total pricing and the corrected invoice was sent to the client immediately after the offset code was entered for the $500.00 the client owed World Travel Holdings *** for the deposit, we paid on their behalf awaiting pay back.
This is an advanced deposit promotion booking, CruisesOnly paid a $500.00 deposit to carnival Cruise line on the clients behalf to be paid back to CruisesOnly approximately 110days prior to sailing. To reflect this being paid to the cruise line we must offset the payment in our system for accurate accounting.
The total cruise purchase amount is $2509.30. The client paid $2317.30, and we paid $192.00 for the gratuities and CruisesOnly also gave the client a $50.00 onboard credit.
The cruise pricing reflects accurately with Carnival Cruise line and there was no over payment to this booking. This can be verified by the client when logging into their cruise planner with Carnival Cruise line.
Thank you,
**************
Customer Relations SpecialistCustomer response
05/07/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.
Once again, I need to reiterate that I have never said the cruise booking price was incorrect or I was overcharged. Due to an error by the booking agent, the $500 advanced deposit was never removed when my cruise was re-booked. This has been admitted by Cruises Only in phone conversations as well as through the course of the conversations within this dispute. This error did not happen on my other cruise booking that was re-booked at the exact same time, so there is no claim that this is something that happens regularly, normally, or that this should be viewed as an error that can be dismissed.
I received a confirmation email that stated my balance due was $500 less than what I actually paid. This is deceptive pricing.
It doesn't matter if this was part of an advanced deposit, it doesn't matter if the cruise price is correct, I have a confirmation email with one price and I paid $500 more than that. This is deceptive pricing. The fact that this company refuses to admit their mistake and make the situation right for a loyal customer is extremely concerning.
If I am unable to receive the refund of $500 I have requested through multiple phone conversations and this dispute, I will have no choice than to forward this matter to the State Attorney General's office.
Regards,***
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