Complaints

This profile includes complaints for World Travel Holdings, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  World Travel Holdings, Inc.

  100 Quannapowitt Pkwy Ste 100 Wakefield, MA 01880-1352

• 

  World Travel Holdings, Inc.

  255 E Dania Beach Blvd Dania Beach, FL 33004

• 

  Cruises.com

  1201 W Cypress Creek Rd Fort Lauderdale, FL 33309

• 

  World Travel Holdings, Inc.

  2875 Sabre St Ste 200 Virginia Bch, VA 23452-7375

• 

  World Travel Holdings, Inc.

  1201 W Cypress Creek Rd Ste 100 Fort Lauderdale, FL 33309-1907

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:04/16/2025

  Type:Service or Repair 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.

  On Friday April 11th 2025, I did an inquiry on a cruise. I was going to pay a down payment to hold it but got a message saying payment unsuccessful. Thinking maybe I put something in wrong, I tried again on Saturday, got the same error code. I checked my bank and had a hold of ****** for each attempt. I called cruises.com and they're saying it's just a waiting game and payment should be released in 72 hours. Today is the following Wednesday and it's still a hold. My bank is saying call cruises to release funds, they're saying it's up to my bank. I just need my funds released. I'm not interested in booking cruise with them after this. Thanks

  

  Business Response

  Date: 04/20/2025

  April 20, 2025
  Better Business Bureau
  Complaint # ********
  Re: ****** ****
  

  To Whom It May Concern,
  

  We acknowledge receipt of your complaint and appreciate you reaching out to us.
  

  In the case of debit cards, authorization holds can fall off the account, thus rendering the balance available again, anywhere from one to eight business days after the transaction date, depending on the bank's ********* the case of credit cards, holds may last as long as thirty days, depending on the issuing bank.
  

  We have no control over the timeframe in which the bank releases the funds back to the customer, as the authorization times are solely set forth by the issuing bank.
  

  We sincerely apologize for any inconvenience this may have caused. If you have any further questions or need additional assistance, please do not hesitate to contact us.
  

  Should you have any further questions or require assistance with your bookings, please do not hesitate to contact us.

  Thank you for your understanding.
  

  Best regards,
  S. Miles
  Sr. Customer Support Specialist

  
  

  Customer Answer

  Date: 04/20/2025

  [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

  Date:04/12/2025

  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.

  I booked a cruise through cruises.com for four rooms and when I booked, I asked if I could switch out people on the reservation if something happened and the original people could not go. I was told yes by the customer service employee I was speaking to. When I called to switch out one of the Travelers. They told me that it wasnt allowed because they were an original traveler on my reservation so they cant do that and I would loose my money on the entire room, even though I only wanted to change out one traveler after being told I was able to do so at the time of booking. This company is trying to steal over 1800 dollars from providing false information.

  

  Business Response

  Date: 04/13/2025

  Good Morning,

  This letter was sent to the wrong company.  As per client's letter, they booked with Cruises.com - we are **************************, please remove this complaint from our account and send it to the right corporation.

  Sincerely,

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

  Director of Sales and Service

  

  Business Response

  Date: 04/20/2025

  April 20, 2025
  

  Better Business Bureau

  Complaint # ********

  Re: ****** ******
  

  To Whom It May Concern,
  

  We acknowledge receipt of your complaint and appreciate you reaching out to ***
  

  According to ***************'s name change policy, the original passengers, ****** and *****, must remain on the reservation. This policy is established by *************** and cannot be modified by Cruises.com or World Travel Holdings **** As such, Cruises.com and World Travel Holdings **** are required to adhere to all terms and conditions set forth by the cruise lines.
  

  Should you have any further questions or require assistance with your bookings, please do not hesitate to contact us.
  

  Thank you for your understanding.
  

  Best regards,
  S. Miles
  Sr. Customer Support Specialist

• Initial Complaint

  Date:04/04/2025

  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.

  When using the website to look at cruises through the ***************** Cruises site which is operated by World Travel Holdings I have encountered this pricing issues practically every time. When looking through the multiple classes of cruise cabins and different attached amenities for each there is an price listed. When you finally narrow down the class of cabin you want at the price listed and click to the next step two things happen. 1. You get an error message to call or 2. the price has completely changed. I realize these bookings are fluid and changing as rooms get booked and based on demand prices change. But there is a difference between algorithm changes and just plain click baiting. I have been to this site hundreds of times checking pricing and rooms and 90% of the time the price you see you will not get. Thats just click bait and it's wrong.

  

  Business Response

  Date: 04/08/2025

  April 8, 2025
  Better Business Bureau
  Complaint # ********
  

  Re: ****** ***********
  

  To Whom It May Concern,
  

  We acknowledge receipt of the complaint initiated by you.
  

  Thank you for reaching out to us regarding the pricing issues you have encountered on the ***************** Cruises website operated by World Travel Holdings.
  

  We understand your frustration with the discrepancies between the listed prices and the final booking prices. As you mentioned,cruise bookings are fluid, and prices can change based on demand and availability. However, we encourage you to call us at ************ anytime you want to book and speak with one of our travel experts for the best pricing and promotions.
  

  We appreciate your feedback and are committed to addressing this issue to ensure that the prices displayed on our website are accurate and reflective of the final booking cost. Transparent pricing is crucial for maintaining customer trust and satisfaction, and this is always our goal.
  

  Thank you for your loyalty and for bringing this matter to our attention. We value your input.
  

  If you have any further questions or need assistance with your bookings, please do not hesitate to contact us.
  

  Best regards,
  S. Miles
  Sr. Customer Support Specialist

  Customer Answer

  Date: 04/08/2025

  
  
  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

  Date:03/27/2025

  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.

  I purchased my father a cruise for his 70th birthday and found out it was canceled a few days later by cruises.com. I went on the website to finalize the payment and upgrade after being offered an upgrade by *************** for a balcony room to find out that the room was canceled on cruises.coms website. I called cruises.com and was told that *************** had canceled the cruise for not finalizing the payment. I asked the representative to call *************** and they refused. I then called Royal Caribbean myself, and was told that the cruise was not canceled on their end and ask that I have cruises.com call so that we can fix the situation. I called cruises.com back and spoke to a different representative who again did not heed my request to call Royal Caribbean together. I requested to speak to a supervisor and received a lot of pushback before being connected to a supervisor multiple days later. By this time, I was told that my reservation was definitely canceled and I would not receive the same rate. Cruises.com is running a scam. Im being told now that my deposit is being kept due to a penalty fee which I was not informed about prior to purchase. I was told by the supervisor that the penalty fee was discussed in my invoice after the purchase and that is not a contract. My cruise was never canceled by ***************, but instead was actually canceled by cruises.com. I did not agree to a fee and should not be charged one if legally, it was not in a contract.

  

  Business Response

  Date: 03/31/2025

  March 31, 2025
  Better Business Bureau
  Complaint # ********
  Re: ****** *****
  

  To Whom It May Concern,
  

  We acknowledge receipt of the complaint initiated by you.
  

  On March 2, 2025, Mr. ***** booked a Royal Caribbean Cruises - Liberty of the Seas cruise departing on May 2, 2025. The cruise confirmation (attached) was sent to Mr. ******* email address, indicating a final payment date of March 6, 2025. This confirmation was sent on March 2, 2025, at 1:14 PM.Subsequent identical confirmations were sent on March 7, 2025, at 11:06 AM, and again on March 8, 2025, at 11:44 AM. Additionally, on March 6, 2025, an "IMMEDIATE ACTION REQUIRED - Final Payment for Your Upcoming Cruise"email (screenshot attached) was sent to Mr. ******* email.
  

  The cruise entered deposit penalty with Royal Caribbean Cruise Line on March 7, 2025, the day after the final payment was due, as stated in the confirmation received. *************** retained the $200.00 penalty, not World Travel Holdings, Inc. / Cruises.com.
  

  Please note that the cruise line penalty is clearly stated in the confirmation and cannot be refunded by World Travel Holdings, Inc. /Cruises.com, as we do not hold the penalized monies.
  

  Best regards,
  S. Miles
  Sr. Customer Support Specialist

• Initial Complaint

  Date:03/11/2025

  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 3, 2024, we purchased a placeholder for a ****** Cruise Line that was accidentally booked through World Travel Holdings, then later booked a Cruise using that placeholder on June 27, 2024. ****** policy does not allow travel agencies to charge for services AT ALL. We needed to cancel the cruise we booked and had to work with this HORRENDOUS agency to do so and they're claiming we owe them $100 cancellation fee - which again - IS NOT ALLOWED when a guest's reservation is in the acceptable cancellation window, which we are because the cruise isn't until October 24, 2025.

  

  Business Response

  Date: 03/14/2025

  March 15, 2025
  Better Business Bureau
  Complaint # ********
  Re: **** *******
  

  To Whom It May Concern,
  

  We acknowledge receipt of the complaint initiated by the above-mentioned client.
  

  Please note that the $100.00 cancellation fee was not charged when the booking was canceled on March 11, 2025. At the time of cancellation, the client was informed that we were making a one-time exception and waiving the $100.00 cancellation fee.
  

  The booking has been successfully transferred to ****** as requested, and they will now manage your reservation.
  

  Thank you for your understanding.
  

  Best regards,
  S. Miles
  Sr. Customer Support Specialist

• Initial Complaint

  Date:02/27/2025

  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.

  1/8/24 - Agent booked trip; initially told wrong price 1/9/24 - called to make changes, left message. sent email for changes 1/10/24 - called back to make changes 1/10/24 - got email back with apology and can't make changes 1/14 - talked with new agent and they'd research and return call, no return call as of yet 1/22 - send follow up email, called and left message 2/26 - called new agent, told no changes and additional fees to cancel Would not recommend this company; used them to book a cruise and they booked us into the wrong category. They were very apologetic but unwilling to fix their mistake and unwilling to allow any cancellations without losing their booking fee (plus the loss of deposit with the cruise company). We called and emailed multiple times and our agent was unresponsive and their service group promised a return call with update and no response/call. If you need info, make sure you do your own research. If you book with them, have them do a HOLD and read through all the details. Don't trust them to do it right.

  

  Business Response

  Date: 03/04/2025

  March 4, 2025
  Better Business Bureau
  Complaint # ********
  

  Re: ******* ******
  

  To Whom It May Concern,
  

  We acknowledge receipt of the complaint initiated by the above-mentioned client.
  I have left a voicemail for Ms. ****** and sent an email on March 3, 2025. We recognize the mistake made and would appreciate the opportunity to discuss this matter with you.

  You may call  ************** I have noted the booking and any agent can put you in touch with me.

  My office hours are Monday - Thursday 7:30am to 5:00pm EST Friday 7:30 to 12:00pm EST or reply back to my email with the best time to reach you. 

  Thank you for your understanding.
  

  Sincerely,
  S. Miles
  Sr. Customer Support Specialist

• Initial Complaint

  Date:01/31/2025

  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.

  Booked 7 rooms, 14 people for a cruise through *** from *********** We unfortunately had a family member that was not able to go last minute. We called and they informed us we could try to change passengers until about 3 days before and after that, just do a no show in order to not interrupt all the reservations we had made on the cruise. They stated we would get taxes and port fees refunded for the no show. We had to go the no show route with time constraints. We received a refund for $142.38 and immediately called in because it showed the amount as $367.38 per ****** for these fees on the statement they provided breaking down the price. After 2 phone calls to them and hours on the phone the first **** fought for us until she realized they were being deceptive. The second ****** looked into line items and made us aware that they hide a portion of the cruise fare in the port fees and taxes line item and that was adjusted when they reimbursed. The company was not willing to pay us the amount they show. Royals breakdown had a "cruise" line item of $332 pp or $664 per room, a "cruise fare" line item of $225 pp or $450 per room, and "taxes, fees, and port charges" line item of $142.38 pp or $284.76 per room. Booking had "Travel fare" line item of $664 ($332 pp) and a "taxes, fees, and port charges" line item of $734.76 ($367.38 pp,) which is the refundable amount with the $225 in there. We received $142.38 refund and they adjusted there bill. So it sill shows those refundable amounts as $367.38 for the one ****** that went. We were told they should be more straightforward with the bill, but they are not willing to stand behind their word. It's so frustrating because the entire experience with them was terrible and then to find out they are also deceptive on their pricing and guidance is even more concerning. Not one agent we spoke to had the same knowledge or information as the next and this was true for the months we had to work with them.

  

  Business Response

  Date: 02/05/2025

  February 5, 2025
  Better Business Bureau
  Complaint # ********
  Re: ***** *******
  To whom it may concern,
  

  We are in receipt of the complaint initiated by the above-mentioned client.
  

  On January 3, 2025, ******* ******* (payer) called in to inquire about canceling ***** ******** and/or she will not be traveling.
  The cruise was scheduled to embark January 5, 2025, and in 100% cruise line penalties starting on December 6, 2024, which is 30days prior to embarkation.
  

  Our customer care agent explained to Mr. ******* that if *********** was canceled from the booking, no-showed or replaced the penalty is 100% assessed by the cruise line. The only refund would be the taxes of $ ****** from the cruise line.
  

  Please see the attached Royal Caribbean cruise line confirmation showing total charges for the cruise after the embarkation and the no-show penalty was assessed and $****** refund processed. 
  

  World Travel Holdings *** / *********** combines the non-commissionable cruise fare on the port fees and taxes on our conformations for simplicity. This was explained again to the client on January 31, 2025, and the client advised the cruise line on a 3-way call had told her the same thing the refund would be $******.
  

  ******* ******* has received all the refunds to date and no more are due for the no-show of *** ********.
  

  Thank you,
  S. Miles
  Sr. Customer Support Specialist

  
  

  Customer Answer

  Date: 02/11/2025

  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. 

  The price breakout feels very deceptive.  We were told that we would get back taxes and port fees so looking at that line item, that would be half of the $734.76.  This is the only price breakdown we saw.

  [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,

  *****

   

   

  

  Business Response

  Date: 02/13/2025

  February 13, 2025
  Better Business Bureau
  Complaint # ********
  Re: ***** *******
  To whom it may concern,
  
  We are in receipt of the rejection by the above-mentioned client.
  
  The cruise was scheduled to embark January 5, 2025, and in 100% cruise line penalties starting on December 6, 2024, which is 30days prior to embarkation.
  
  Please again see the attached Royal Caribbean cruise line confirmation showing total charges for the cruise after the embarkation and the no-show penalty was assessed and $142.38 refund processed. 
  
  We must reiterate World Travel Holdings *** / *********** combines the non-commissionable cruise fare on the port fees and taxes on our conformations for simplicity. This was explained again to the client on January 31, 2025, and the client was advised by the cruise line on a 3-way call the same thing the refund would be $142.38.
  

  There is no further refund due to the client by World Travel *********** / Booking. com or Royal Caribbean cruise line. 
  
  
  Thank you,
  S. Miles
  Sr. Customer Support Specialist

  Customer Answer

  Date: 02/13/2025

  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. 

  We only saw WTH's pricing when asking what we should do prior to the cruise.  We were well aware we would not get the cruise price back, but no one explained there were hidden prices in the taxes and fees line item when we called in.  We saw the $734.76 and that lead us to beleive it should be half of that.  When we called in after the cruise, the person we spoke to called Royal because she was confused as to why we receiced a smaller amount.  She learned that day there was hidden pricing in that line item.  It is very deceptive to tell us after the fact that they do this.  We booked 14 people through this company and the customer service we have gotten is terrible.  The three way call that they say happened did not because the lady didn't conference it.  We each spoke to Royal separately while the other was on hold.  So that isn't even accurate.  It is frustrating that they led us to believe we would get $367.38 back.

  [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,

  *****

   

   

• Initial Complaint

  Date:01/06/2025

  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.

  To whom it may concern, I would like to lodge a formal complaint against cruises.com. On Dec 4th 2024 I booked a 4 night cruise to ******************* leaving on March 24, 2025 - March 28, 2025 for 3 adults and one child in two balcony rooms. At the beginning of the call I was inquiring about the cost of the cruise and let the agent ******** ****** know that I had been looking on the *************** website and was estimated around $1980 for ALL 4 persons. So when the agent stated that the cost of the room was $1882 it was my understanding that the amount quoted was for 4 persons being that I had given her the quote given to me from the direct cruise line its self for the 4 persons. So I booked the rooms and $756 were charged to my card that same day. I called ******** ****** on Jan 2, 2025 to pay the remaining balance with the understanding that the balance was $1126. She then said that the total amount owed was $3009 and that the $1882 was PER room. Even if the cruise was booked today Jan 5, 2025 through cruises.com the cost per person x 4 persons would total $2,088 before tax (as shown in photo) which is still a GRAND difference from the total of $3764. I asked to be transferred to a supervisor and was told itd be 72 hours for them to review the recorded tapes. The 72 hours go by and I call today Jan 5, 2025 to get an update and thats when the cruises.com supervisor ***** ***** dismissed my complaint and the only resolution he offered was a $50 credit to a future cruise on their website. He had no interest in the beginning statements I made in the booking phone call letting the agent know how much I was quoted from the direct cruise line. He also didnt acknowledge the fact that I asked what the total was after I had books two rooms with the agent. Now Im out out $756 and Ive unfortunately had to cancel the cruise that I had anticipated going on with my family.

  

  Business Response

  Date: 01/08/2025

  January 8, 2025
  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.
  

  Upon review of the call, we were able to determine the following:
  

  ******** ***** called to book 2 connecting double balconies after she tried online. The booking agent gave the pricing for the 1st cabin stating "Your total with cruise fare, port charges, travel insurance and fees for 1 Oceanview balcony cabin with 2 adults in it will be $1882.74 while building cabin in the booking system, the agent did a recap which included the price of $1882.74 for 1 Oceanview balcony with 2 adults in it - The agent did not advise Ms. ***** the price of $1882.74 covered both cabins and 4 adults - While recapping and building the 2nd cabin the price of $1882.74 was advised for the 2nd cabin of an Oceanview balcony cabin.
  

  On January 6, 2025, Royal Caribbean cruise line agent called into our customer care center with Ms. ***** on the line and advised Ms. ***** can book a new cruise directly with them and they will apply the penalty of $200.00 per booking to that cruise. WTH/Cruises.com waived our standard $100.00 cancel fee on both bookings. Leisure ************** premiums of $178.00 per booking is non-refundable,the cruises have been insured since the day of booking. The $24.99 processing fee on both bookings is also non-refundable.
  
  Thank you,
  S. Miles
  Sr. Customer Support Specialist

  Customer Answer

  Date: 01/08/2025

  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.]
  The business has yet to acknowledge my opening statement on the original booking phone call providing a total quote given to me by the direct cruise line for the 4 persons that the agent should have taken into account. They fail to understand where the misunderstanding was construed. The supervisor even went as for as to tell me thats not what were looking for when I tried to plead my case. I did get into contact with *************** to see if there was anything they can do to help resolve the issue and they credited $400 out of the $756 toward a new booking that I had to then change the dates for and downgrade because it was clear the business was not going to help me and I still wanted this vacation to happen. The business concern is not to make matters right and do what they can to reach customer satisfaction. Its seems that their only concern was to listen to these tapes and listen for the one statement that can spare them. Rather then understand why the misunderstanding was construed and work with the customer. Its not right that I had to change the dates on my vacation or have had to downgrade the rooms because the cost had gone up since I had last booked. 
  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,

  ********

   

   

  

  Business Response

  Date: 01/09/2025

  January 9, 2025
  Better Business Bureau
  Complaint # ********
  

  Re: ******** *****
  

  To whom it may concern,
  

  We acknowledge the customers rejection of our previous response.
  

  The cruise line may have been able to quote you something differently directly than what we were able to. The cruise line does not release all their inventory for travel agencies to book.
  

  The invoices received at the time of booking showed both cabins and the final payments due on each as well as the quoted pricing during the phone call for 2 people in each cabin.
  

  Leisure ************** premiums will remain non-refundable,the cruises have been insured since 12/4/2024. Leisure Care acts as any other insurance and the premiums are non-refundable. The $24.99 processing fee on both bookings is also non-refundable.
  

  Thank you,
  S. Miles
  Sr. Customer Support Specialist

• Initial Complaint

  Date:01/05/2025

  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.

  I booked a Carnival Freedom cruise to ******* and **************** through cruises.com for 7 people. Everyone in our party is either a US citizen or a green card holder except for one person, who has a valid russian pasport and a valid US ***** I specified this info to the travel agent of cruises.com, who went ahead and booked a cruise. Now carnival refuses to register this person because of the russian passport. I am asking to provide the document where they have it specified because cruises.com travel agent never mentioned this issue to me while booking on the phone. No one from cruises.com can point out where it says in writing that russian citizens cannot board. What am i supposed to do??? the cruise is 12 days away

  

  Business Response

  Date: 01/07/2025

  January 7, 2025
  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.
  

  Upon review of the initial booking call, we were able to determine the following:
  

  ****** ********** advised the WTH/Cruises.com agent that two of the adults aren't US citizens, and one of them has a US ***** Ms. ********** then asks the agent since the one passenger has a US **** does she need a **** for Turks & Caicos. The WTH/Cruises.com agent responds by saying she is not allowed to answer that by law because I'm not a government representative The agent provided ******************************** website to the pax.
  

  This information and the website are also provided in the confirmation email Ms. ********** received when booking. Proof of citizenship and necessary travel documentation is the passengers responsibility and refunds are not issued by WTH/Cruises.com or the cruise line for failure to present the necessary documents required to travel.
  

  Thank you,
  S. Miles
  Sr. Customer Support Specialist

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair 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.

  I made a reservation with one of your travel agent back on 1/18/2023. The cruise is scheduled to depart on Sunday, September 14, 2025 out of ****, ******. My complaint is that the Guest Booking Confirmation does not include my Platinum Benefits. I've reached out to the agent multiple times to get them added, without luck. This is strange because normally the agent is very responsive and helpful, which makes me think it's a system issue vs an agent issue. I believe at one point he told me there was no house bonus (pre-paid card) available when I booked the cruise, but when looking at the Platinum benefits, it lists the house bonus as one of the perks. I don't believe the issue is related to using my MC points to upgrade from an Ocean View to a Balcony. The upgrade is not reflected on your system but is on ***'s system. I did the same thing recently on another cruise and this time I had to have an agent on the line with *** so they could update your system. I have multiple cruises currently scheduled and have 3 more I'd like to book after getting some cruise next vouchers in February. Any thing you could do to get the Platinum benefits added to my existing reservation would be appreciated.

  

  Business Response

  Date: 11/22/2024

  November 22, 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 ************ Platinum Package has been added to the clients booking, and a new confirmation has been sent to the email address on file.
  

  Thank you,
  S. Miles
  Sr. Customer Support Specialist 

  Customer Answer

  Date: 11/22/2024

  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. 

  I do see the platinum package added and appreciate it, but have one final question before accepting this response.  Does the added platinum package include the "Onboard spending or **** Prepaid Card!" listed on your web page **********************************************************************; If it does then great, I am satisfied.  If not, as I would normally see it listed separately, why is it listed as a platinum benefit?  If you're willing to make an exception this time, I will be more diligent to make sure the "Onboard spending or **** Prepaid Card!" is listed as a benefit of the cruise when booking in the future.
  
  Thanks,

  *****

   

   

  

  Business Response

  Date: 12/03/2024

  December 3, 2024
  Better Business Bureau
  Complaint # ********
  

  Re: ***** *****
  

  To whom it may concern,
  

  The ************ Platinum Package has been added to the clients booking. and a new confirmation has been sent to the email address on file. The Loyalty Platinum Package comes with $75.00 OBC automatically applied to use on board, $75.00 Off a Shore Excursion voucher  will be emailed and  $75.00 Resort for a Day Voucher will also be emailed.

  The separate Cruises Only bonus offer is for a post cruise $100.00 **** pre-paid card that will be sent via the email address on your booking approximately 8-10 weeks after the cruise.

  Thank you,

  *. *****

  Sr. Customer Support Specialist