ComplaintsforPrestige Travel, Inc.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We purchased a cruise and paid in full in 2021 to Antarctica through Prestige Cruises. We have yet to hear from them (***************************** was our agent) and our flight is tomorrow and our $15,000 cruise is on the following day, the 9th. We have emailed, called, begged repeatedly for information as we are currently in ************ which was another $2,400 we spent flying here. We have heard nothing. They are also supposed to have a Covid test for us, all sorts of things. I do not know how someone can justify not giving us the information necessary to be on a cruise we paid for

  Business response

  11/14/2022

  Client emailed an agent directly who is no longer with the company after hours. Client received response and requested documentation on 11/7 to their email address on file.

• Initial Complaint

  08/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I purchased a 19-day Sea, Land and Air cruise trip package with two booking #'s ******, and ****** last year in 2021 from Prestige Travel and Cruise Inc. The travel dates were 6/22/22 to 7/10/22 with *************** cruise line. We also purchased ************** Insurance from Prestige Travel and Cruise Inc. to cover any medical illnesses (including COVID-19). ******* insurance cost was $344.00. I was told ******* would refund me the entire cruise expenses for the trip if we had to cancel. I went ahead and paid in full the insurance coverage fee. About 6 or 7 days before we were to board the cruise ship on June 22, 2022, we contracted COVID-19. On June, 17, 2022, I immediately notified Prestige Cruises, *************** Cruise Line and I filed a claim with *******. I submitted to ******* all requested documents. I called them last week again and they said that a Cancellation Statement is needed in order to process my claim. I contacted *************** cruise line and I was told I had to call Prestige Travel and Cruise INC to obtain the Cancellation Statement. To this date, I have been given the runaround and I was only provided with a cancelation notification, which is NOT what ******* is requesting. The outstanding refund is $4,658.00 that I am owed by ******* as part of the claim. If I cannot get a resolution from either ******* or Prestige Travel and Cruise INC., then Prestige owes me the outstanding refund amount $4,658.00. My original claim with ******* was for $5,738.00 (minus port charges that I have been refunded already $1,080).

  Business response

  09/03/2022

  Business Response /* (1000, 5, 2022/08/16) */ I verified with the travel insurance company that the claim has been paid. The client should receive the funds within 7 - 10 days. Consumer Response /* (2000, 7, 2022/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Funds Received. Thank you.

• Initial Complaint

  05/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reached out to Prestige Cruises on 5/09/22, because I saw a large price drop on an upcoming cruise we had arranged through Prestige Cruises. I didn't hear back but I remembered that I had a contact name from a previous email communication for Rebekah F****, so I reached out to her via email on 5/12/22. She responded on 5/15/22 that she did, indeed, see the price drop and said we'd have to change our booking number. She asked if we had any shore excursions booked and I said we did but I could cancel. I responded back that same day. I missed 2 calls on the weekend (I didn't know they did business on the weekend and the company name did not show up on caller ID). Both times, I called back immediately and both times, they said someone would contact me the next day. I have not received that call back and today is 5/24/22. Final payment is due next week, and it looks like the price has gone back up again. I want the company to honor the cheaper fare since she did acknowledge, in writing, that she did find the lower fare. I would also like a call back since I've been calling every day since. They keep telling me I'm next on the list and I never get a call.

  Business response

  05/26/2022

  Consumer Response /* (2000, 6, 2022/05/26) */ They called and I received the lower rate. Thank you.

• Initial Complaint

  04/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I booked my birthday cruise on Carnival for September 26, 2022 directly with Carnival and pet deposit. I decided to switch over my booking to a travel agent that I was aware of from YouTube. I successfully switched this over and then a week later I saw that my cruise rate has went down. I contacted the travel agent to have her just to the lower rate. She stated that she adjusted my new cruise rate then I found out from Carnival that my cruise have been canceled. At this point I want to transfer my cruise back to Carnival and not use the travel agent with this company. The travel agency is telling me that I have to pay a $25 cancellation fee that I was not aware of told when I signed up with them! This is not fair And I am dissatisfied with the travel agent! The travel agent was able to contact Carnival and get my cruise back but why should I have to pay a fee so that I can't use this travel agent anymore. I don't trust her with my booking! Clearly I did not know about this because the travel agent kept stating that she called Carnival and I should be able to make my payment with carnival within 24 hours and then she should be removed just finally tell me days later I have to pay $25 cancellation! I do not want to pay a fee and I want them to send over the letter to Carnival so that I can not deal with this travel agency anymore!

  Business response

  05/06/2022

  Business Response /* (1000, 5, 2022/04/25) */ We do not have record of reservation or any contact under this person's name. They must have the wrong Prestige Travel & cruises. Consumer Response /* (2000, 7, 2022/04/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  03/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I book a cruise pkg with this agency on Jan 18, 2022. They kept hounding me for the final payment which I did make on February 14, 2022. On February 22, I added a friend on my booking which reduced my price by $213.00. Since then I am trying to reach this agency but I was unable to get through. I have left messages and sent emails and I am still waiting to hear from them. I need to get that 213.00 credited to my original credit card payment. I am not going to play games with these. I check my credit card this morning and there is no credit.

  Business response

  03/31/2022

  Business Response /* (1000, 5, 2022/03/03) */ It is in the client's best interest for us to make sure final payments are made on time. If not made the cruise line would have cancelled the reservation for non-payment and deposit forfeited. I spoke to the cruise line and the refund is in queue to be refunded. Their accounting department has to individually process each transaction. The client has been notified of this information. Consumer Response /* (2000, 7, 2022/03/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) The company has reached out to me as soon as my complaint was forwarded to them. Before I was leaving messages and calling to no avail. Thanks to BBB I got 2 emails back to back. Now I have to wait for my refund. Thanks.

• Initial Complaint

  01/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made a $1000 deposit on JUNE 5, 2020 for a *********** cruise scheduled to depart in November 2020, the cruise was postponed to NOVEMBER 2021 and then cancelled in October 2021. Prestige has been contacted multiple times and has not responded since Dec 19, 2021 and now they cannot be contacted by phone.

  Business response

  07/06/2022

  Business Response /* (1000, 5, 2022/02/01) */ We were not aware the cruise line hadn't refunded the deposit back to the client. I have spoken to the cruise line and Mr. ***** and advised a refund is now in process.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My complaint is against Prestige Cruises. I purchased a cruise through prestige cruises originally in January of 2020. Cruise was canceled due to covid. I rebooked cruise for summer 2021, again canceled due to covid. The cruise line, ******* *******, did an automatic rebooking to 2022. I had prepaid for the cruise with Prestige. I didn't want to automatic rebooking and selected a different cruise, using Prestige cruises. My issue is prestige has not ensured the transfer of the amount I prepaid to the new cruise. I've been trying to resolve this with them for over 6 months. They will not return my calls nor will they respond to email messages from me. They blame the delay on ******* *******, but continue to fail to resolve the issue on my behalf. I paid $6600 using ******* ******* gift cards and $1300 in deposits. I have only been credited with a partial amount I have asked prestige numerous times to provide a breakdown of the payments they have credited and they have not done so.

  Business response

  06/30/2022

  Business Response /* (1000, 5, 2022/02/02) */ We have verified all transactions for the 7 reservations involved are accurate and applied correctly with the cruise line's accounting department. The client has been sent the tranaction details as she has requested. Consumer Response /* (2000, 7, 2022/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) They finally resolved after I contacted you

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Saturday 12/11/21 I called Prestige Cruises regarding a cruise I saw from the email that is sent to me by them periodically. I figured let me finally call and get information and if it sounds good I will book. I called and spoke to Rebekah who was very nice answering all my questions and was very helpful in booking. I was told that I had to put down a refundable deposit of $200 but I made sure to ask again that it's refundable. Rebekah told me it is and should I cancel they would deduct $50 which I was fine with due to all the work involved. After I received the invoice I noticed they booked flights with a ******** airlines which has ceased all operation and they also has a dash in my daughter's name. I called Rebekah the next day but I got her voicemail. When I spoke to her I asked her about the airline and to change needed in my daughter's name. She said someone from the air department will call. They did twice but being that I was at work I missed both calls. When I called back of course no one answers. The first voicemail wanted clarification of my daughter's name. The second informed my the update was made. Mind you I had already requested the booking be canceled and my money refunded. It amazes me how quickly someone answered thr phone when I wanted to do the booking but no one answers the phone or respond to my emails regarding my request to cancel the booking. I have called and emailed everyday since 12/13/2021 requesting the cancelation and till nothing. I call Rebekah she doesn't answer. I leave her voicemail and she doesn't reply. I call customer service and when I press prompt for new booking and tell them I want to cancel they transfer me to a number where the phone rings and the voicemail comes on saying for faster service please email customer service which I do but get no follow up. I've never done business with this company and base on my experience so far I won't attempt to do it again. I want my money back. They seem to be refusing to do so.

  Business response

  06/21/2022

  Business Response /* (1000, 6, 2021/12/20) */ Booking ******* ****** ****** Ms. ****** booked with us on 12/11/21. She was contacted on 12/13/21 by our air department to get her flights changed and to make the changes to the guest name. She was advised we have canceled the air but would need to contact the cruise line to get the name corrected before we could add air back on the booking. This was done on 12/13/21 and a call back to ****** was done to go over new flights. There was not answer and a Voice message was left. A call back to the guest on 12/14/21 was also no answer by the guest another voice mail was left. Ms. ****** contacted us by chat on 12/15/21 at 705am and asked to have her booking cancelled. She was advised our Customer Service Department would contact her once they were in the for the day. She called back in at 8am and spoke with one of our sales agents to cancel her cruise. Her cruise is cancelled and the refundable deposit of $200.00 will be coming back from ******** Cruise Line. This can take 10-15 days for the refund. Our $50.00 administration fee was waived. Consumer Response /* (2000, 8, 2021/12/17) */ Received refund after I was able to finally get in contact with someone. I called into the new cruises line and got Rebekah to my surprise since she didn't answer any of my calls or respond to my emails. I even commented that when it comes to cancelation it's hard to reach a representative but to book a new cruise someone answers. Rebekah however was very nice and handled everything. Money as credited back to my account right away despite being told it will take 10 or more business days.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  **************** authorized a transaction after my **************** Gift Card was reported fraudulent/stolen. After speaking with a representative on Monday, November 29, 2022, to report a fraud on the card, I was informed that the card was placed on hold and that I should be able to get the money back on December 6, 2021. I contacted **************** today, December 2, 2021, to check the status of the card and was told by a supervisor that the card was used by ****** and that there was a zero balance. He also informed me to contact ****** and file a claim. ****** informed me to contact ****************. **************** should refund the $500. I still have the card in my possession. The card number is *****************. Exp.*****. This number was provided to what we thought was ***** Rental Car

  Business response

  06/21/2022

  Business Response /* (1000, 5, 2021/12/03) */ We are not ********************************** Rental car. This person has not been a customer of Prestige Travel. Please close this case.

*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. ↩