ComplaintsforDirect Line Cruises, Inc.

• Initial Complaint

  07/20/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Date of Transaction; 3/18/2022 Trip: ******* Cruise on Norwegian Cruise- 7/23/2022-7/30/2022; Entitled to Fly in 7/21/2022,2 which I will do1)Amount Paid for a Cruise with 2 Cabins and One Full Passenger Flight Free- $4,776.20 Business: Direct Line Cruises, Inc Agent I worked with who is CEO of Direct Line Cruises, **** *********************** Nature of Dispute- I booked an Alaskan cruise with agent, ***********************, of Direct Line Cruises with the assurance that one full passenger flight would be free. ************** charged my Discover card on 3/18/2022 for two separate reservations instead of one in the amount of $2,388.10 each. As I am the parent (female) going with my son, ************** was fully aware of I required 2 separate cabins and that I would pay alone for the 2 cabins in full. What ************** should have done was charge the full amount under one reservation (mine) rather than charging 2 separate amounts on of $2,388.10 each (one for my son, one for me). Now, I am being told by a separate agent of Direct Line that due to the fact that two "separate" reservations were made by ***********************, I am to pay for "both" passenger flights, when ************** specifically told me one full passenger flight would be free. ************** booked this cruise, not I. He made the error, not I. He should have charged the full amount for both my son and I under my reservation only. Therefore, I am asking for the complete refund of one full passenger flight in the amount of $411.00+ Please also note I have made several attempts to contact *********************** by email and phone. He will not return any of my several calls or emails. He well knows this was his error and I refuse to be ignored.

  Business response

  07/22/2022

  Dear ********************:
  
  This is in response to complaint ID ******** that was sent by the Better Business Bureau to ***********************, Vice President of Direct Line Cruises, Inc.
  
  On March 13, 2022 at 3:26 PM EST, **************** contacted our office to inquire about booking a Norwegian Cruise to ****** sailing on July 23rd, 2022.  During this call, **************** specified that separate accommodations would be needed for both her and her adult son. The Direct Line Cruises representative responded that two separate staterooms would then be required in order to facilitate this request.  There would be 1 passenger in each stateroom / reservation.  Midway through this call, **************** inquired about Norwegian Cruise Lines advertised Free Airfare for the 2nd Guest promotion.  The Direct Line Cruises representative advised **************** that the Free Air promotion was only applicable to a 2nd guest in the same stateroom.  Since **************** expressed that she would need two single passenger staterooms, then the air promotion would not apply since a 2nd guest did not exist in each reservation.   Norwegians Cruise Lines policy states that the Buy 1, 2nd guest will fly for free promotion only applies if a 2nd guest resides within the same stateroom / reservation.  The offer was not available for single (solo)passenger staterooms.
  
  On March 15, 2022 at 10:46 AM EST, **************** contacted our office to inquire about booking the same Norwegian Cruise to ******.  **************** connected with a different representative (*******************) of Direct Line Cruises.  During the call, **************** requested two separate staterooms.  Initially the Direct Line Cruises representative (*******************) quoted **************** a stateroom total fare of $1,976.36 with no air included.  This amount represented the charge for 1 stateroom with 1 passenger.  Later during the call, **************** inquired as to the price of air with this cruise.  The *** representative advised if air was included to / from JFK, then each staterooms total cost would increase from $1,976.36 to $2,438.10.  At this point, **************** agreed to place a courtesy hold on both staterooms, which are separate reservations.
  
  On March 17th, 2022 at 10:51 AM EST, the *** representative (*******************) sent **************** a recap email with a bullet point breakdown of all charges.  The email breaks apart the cruise charges, airfare, air deviation costs and travel insurance charges.  This email clearly states that if **************** chose to include Norwegians Cruise Lines air, the total charges for both staterooms would be $5,216.20 including travel insurance.  In this same email, the *** representative includes the difference in price if **************** chose to decline Norwegians cruise lines air and book the flights on her own.  The cost quoted without flights is represented as $4,242.76.  The email specifies that a difference of $973.48 would exist depending on if the client chose to book her flights with Norwegian Cruise Line or book on her own. At no point,does the *** representative (*******************) advise that the price of air would be free with the cruise.  The email clearly shows the breakdown of air charges.
  
  On March 18, 2022 at 12:25 PM EST, the same *** representative (*******************) emailed **************** once again recapping the total charges if the client chose to book the cruise. 
  
  On March 18, 2022 at 5:31 PM EST, **************** is sent two separate email confirmations after she agreed to book two separate staterooms with Direct Line Cruises and Norwegian Cruise Line.  ******************* now has become the agent of record with these two reservations.  As required by Norwegian Cruise Line, each stateroom has its own separate reservation number.  These reservation numbers were provided to **************** with these separate emails. Each reservation was paid in full with a clear communication provided to **************** of the charges.
  
  On March 18, 2022 at 5:45 PM, the Direct Line Cruises booking agent (*******************) emails **************** after she agreed to book the cruise.  The *** representative once again recaps the total charges and provides **************** good news that he was able to reduce the price slightly after she booked.  A savings of $100 was applied.
  
  From April through June 2022, **************** contacted the booking agent (*******************) and our office on numerous occasions regarding different items pertaining to her reservation.  At all times,responses were provided to **************** either via email replies or return phone calls with detailed voice messages provided.
  
  On July 16, 2022, **************** contacted a different representative of Direct Line Cruises and was also told that the free 2nd guest air promotion with Norwegian Cruise Line would not apply since she booked two separate staterooms /reservations.  Each reservation only had 1 passenger.
  
  On July 19, 2022 at 6:25 PM EST, the Direct Line Cruises booking agent (*******************) responds to *** ******* accusation that she was misled and should have received the Free 2nd guest air promotion.In this email, the booking agent (*******************) recaps their previous conversations.
  
  On July 20, 2022, the Direct Line Cruises booking agent (*******************) speaks directly with **************** to address her concerns. ************** attempted to remind **************** of all the documented facts including phone calls and email exchanges, but **************** does not agree.  As a resolution, ******************* suggests to **************** that he provide her with all of their past correspondence, so she can see that all agreed charges were documented.  **************** at this time expresses that she does not wish to review this information.
  
  On July 20, 2022 at 6:37 PM EST, ******************* confirms receipt of *** ******* email requesting a refund for her airfare in the amount of $411.00.  ************** attaches previous call recordings and email correspondence to this email and once again encourages **************** to review all of the documented information.
  
  SUMMARY / RECAP: While I understand that **************** would have liked to take advantage of Norwegian Cruise Lines Free 2nd Guest air promotion,it was clearly communicated to her during the initial call on March 13, 2022,that this would not be an option since a 2nd guest did not exist in each stateroom.  In *** ******* communications to the Better Business Bureau, she asserts that the booking agent (*******************) advised she would receive a free flight for one passenger,which is unfortunately not an accurate statement.  This was never expressed to **************** based on her specific booking requirements. 
  In this same communication, **************** states What *********************** should have done was book my son and I under ONE reservation with two separate staterooms.  Unfortunately, this was simply not possible as per Norwegian Cruise Lines policy dictates that each stateroom will have its own distinct reservation number.  These two separate reservation numbers were provided immediately to **************** on her original booking date of March 18, 2022.
  As agreed upon based on phone conversations, email correspondence and confirmations on March 17th and March 18th, **************** was charged by Norwegian Cruise Line $2,388.10 for each stateroom reservation.  Then an additional charge of $145 was billed by **************************** for each stateroom.  The total charges, which were always documented was $5,066.20 for both staterooms.  As shown on previous dates, it was well documented that the total charges for both staterooms including air and insurance would be $5,216.20 and fortunately ******************* was able to secure a discount for **************** when the reservation was made.  All of these charges were well documented and agreed upon.
  I have attached to this complaint response several of the email correspondences between our agency and ****************.  In addition, I have additional documentation such as call recordings that I could provide if needed.  These call recordings are from both 3/13 and 3/15/22 when **************** initially inquires as to pricing of the cruise and the free 2nd guest air promotion.  If you would like access to these call recordings, please let me know.  Please be aware that all of this documentation has also been provided directly to *************** on July 20th for her internal review.
  
  If you need additional information to help address / resolve this issue, I can be reached via email at ******************************* or via phone at ************.
  
  Thank you.
  
  Regards,
  
  *******************
  CEO
  Direct Line Cruises, Inc.

  Customer response

  07/28/2022

  Today is 7/28/22, Thurs and I am responding to *********************** very long-winded response. Please note I am presently still on the cruise.
  Briefly, I reject **** Couro's response. I am a single mom and would never have booked this cruise without the stated "buy one , get one free flight." Once told of this cruise perk, which was also advertised with Norwegian, I booked the cruise u Der the condition that "one round trip flight was verbally told to me over the phone." Please note CEO, *******************, never followed up with me with flight information, record locator #, etc. I called Direct Line following, of which, a very nice female representative of Direct Line, confirmed the "BUY ONE FLIGHT, GET ONE FLIGHT FREE" verbally along with giving me all the necessary Alaskan airline and Delta airline information. Of significant importance, I have been using Direct line cruises for about 20 years now and "never" has there been a conflict over flight or cruise info "until" this present trip you ******,7/23/22-7/30/22. ************** u fortunately is incorrect and has misled me. ************** of Diect Line Cruises needs the refund me in the amount of $411.00, the cost of one free, round trip flight. In 20 years, once again, I have only had a
  pleasant and courteous relationship with Direct line cruises. **************, as CEO of Direct Line, has put an extremely poor taste on this whole, beautiful trip. I expect the refund of $411.00 as promised.

  Business response

  08/05/2022

  Dear ********************:
  
  I understand that **************** was not satisfied with my previous response, but my goal with our client was to provide as much detailed and well documented information as possible for her benefit.  I felt this was owed to our client, but regrettably it appears **************** refuses to review the numerous call recordings and email correspondence I have provided directly to her on July 20th, 2022.
  

  To summarize my previous response, our agency clearly communicated to **************** on 3/13/22, 7/16/22 & 7/19/22 that the Free air promotion for a 2nd guest would not apply to her two reservations due to her specific booking requirements.
  

  While I understand that **************** would have liked to take advantage of Norwegian Cruise Lines Free 2nd Guest air promotion, she was advised during the initial call on March 13, 2022, that this would not be an option since a 2nd guest did not exist in each stateroom.  It was *** ******* decision to request and reserve two separate staterooms as she had expressed that she did not wish to occupy the same room as her adult son.  Once we were made aware of these booking requirements, our agency advised **************** that the Free 2nd guest air promotion would not be eligible for her reservations (since a 2nd guest did not exist for each reservation).
  

  All of this information was verbally communicated to **************** and written email documentation was provided outlining her total charges.  Before *** ******* credit card was charged on 3/18/22, the complete pricing breakdown along with all promotions were provided to her.  **************** with this information instructed our agency to proceed with the two separate reservations understanding the total charges and terms.  At no time during the booking process after reviewing the quotes and pricing breakdown did **************** dispute the reservation(s).
  

  Regrettably several months after *** ******* credit card was charged (just a few days before the sailing date), she began to question several items regarding her reservation.  Our staff promptly replied to **************** on numerous occasions and reminded her of facets of her booking that were previously discussed with various staff members of Direct Line Cruises.  
  

  To conclude, our agency unequivocally provided 100% accurate information to *************** at all times.  As **************** mentioned in her response, she is a past client of Direct Line Cruises and I do find it unfortunate that she is displeased, but our agency clearly and accurately represented all facets of the reservation (pricing, promotions,charges & terms) to her on numerous occasions.  As I openly expressed to **************** during a phone conversation on July 20th, if I felt that our agency in any way misrepresented information, I would have ensured we would take full responsibility by providing a resolution.  However, this is not the case as Direct Line Cruises consistently and accurately represented all aspects of the reservation(s) to ****************.
  I will now request the review of the attached documentation of email correspondence , which support my current and previous response.

  NOTE - I was only able to attach a maximum of 4 documents to this response.  I do have additional files such as call recordings, which clearly support our response.  Please let me know if you would like access to these files.
  
  If you need additional information to help address / resolve this issue, I can be reached via email at ******************************* or via phone at ************.
  
  Thank you.
  
  Regards,
  
  *******************
  CEO
  Direct Line Cruises, Inc.

  Customer response

  08/08/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:*********************** assured me the free airfare of one full passenger (just as advertised by Norwegian Airlines) for my flight on July 21 from ******* and return flight on July 30, 2022.  It makes no sense that to have worked with Direct Line Cruises if I wasn't promised and given the same flight perk as Norwegian advertises. I agreed to the Direct Line flight to and from ******* only because of the buy one get one free flight perk. ************** continually asserts that I should look at all emails, but that I refused such. This is not an accurate statement as I told him specifically I have all the written emails (so, it doesn't have to be repeated).  As the agent for my booking, ************** neglected to send me any times for my flights,etc with all his detailed emails I already possess. I had to call Direct Line to get such information.  The air line information was finally verbalized to me by the female staff member on a separate call. ATTACHED PLEASE FIND THE EVIDENCE OF THAT CALL IN WHICH THE FEMALE REPRESENTATIVE OF DIRECT LINES CLEARLY STATES "BUY ONE, GET ONE FREE FLIGHT."  As the representative was giving me the record locator, the Alaskan and Delta flight information on the phone (which ************** should have provided me as he was the booking agent), I was writing her words exactly "in the moment" as she was speaking. It clearly states in my notes "buy one get one free."  

  As already noted, ***********************, is the *** of Direct Line Cruises and is fully aware that I have been working with Direct Line for approximately 20 years "without" any  issues.  It makes no sense that I am first encountering an issue with the  air flight perk in this latest trip.  I was clearly misled or there was some type of poor miscommunication along the way.  Please note that the emails do not qualify "here's ******** airfare and here's ***** airfare."  That was essential to do.  That the female representative "after the fact" and "all of a sudden" down the road writes that there was no free flight, it is clear to me that a mistake was made and that a written email later tried to cover up a human error.

  Anyone can make mistakes, and it is understandable, but it seems in this case, *********************** is not willilng to own his or his other staff member's mistake that was clearly made.

  Once again, I am a single mom and would have "never" booked this cruise if the one-free-airfare perk (like Norwegian advertises) was not included. I would have simply used Norwegian directly without using Direct Line. Or, I could have booked a larger suite with my son and I in the bigger suite if we were told appropriately how the free flight worked.  It was the job of **************, the agent, to clarify the above.   

  Given that I am a loyal member of Direct Line for years now (as ************** knows), and ************** and I are "adults," I still believe a negotiated resolution is possible. I feel I deserve a full refund of one full flight in the amount of $411.00 as was promised me, but in the interest of mediation , I would be willing to negotiate a reasonable refund. I ask for ************** to come up with a reasonable amount to satisfy both parties. ************** knows how much dignity and integrity I do possess.  I know he will work something out.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

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