Complaints

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a Royal Caribbean Cruise through this agency. I've used this agency for over 20 years so I trusted them when booking. I booked a cruise and requested a room mid ship, quiet location and with bunk beds. My room was under the casino and had no bunk beds, rather it had trundle beds. When the beds pulled out, it was impossible to use the restroom in the middle of the night without waking my children. My wife broke her toe trying to squeeze by in the middle of the night. I specifically requested bunk beds because my cruise last year had them for my children. I immediately called when I was on the ship. Direct Line Cruises failed to take any responsibility, but chose to blame me. I was then told by one representative that the agent that booked my cruise had also messed up booking cruises for other customers. They failed to take any responsibility and told me I would have to deal with the cruise line. They then emailed me stating that they had recorded conversations and refused to do anything. I had many conversations with numerous representatives prior to booking my cruise and I'm quite sure they can cherry pick what ever conversations suite them. I would NEVER have booked this cruise had I known the room had no bunk beds and it would be under the casino. I spent a lot of money on this cruise and had to wake my children up every night to use the rest room. I trusted their agent when booking since I have had such a long history with their agency. They just refused to take responsibility and blamed me instead.

  Business response

  09/06/2024

                                                                                                                                                                                                                                                                                                                     ********* ****** ************************************** ******* ********** ********* ****** ******** ****** **************************************************** *** ********************
  
  Dear *******************.
  
  This is in response to complaint ID# ******** that was forwarded by the Better Business Bureau to ***********************, **** ********* ** ****** **** ******** ***.
  
  Direct Line Cruisesphone records indicate that from January 4, 2024 through January 5, 2024 there were exactly 13 phone calls between **************** (the complainant) and Direct Line Cruises.  Contrary to *** ******* insinuation to the BBB that Direct Line Cruises would cherry-pick whatever conversations suit them, there were no other calls between **************** and Direct Line Cruises booking agent during the inquiry or booking process, and all 13 calls were carefully reviewed for relevant content. 
  
  On January 5, 2024 **************** booked two cabins for the 8/18/2024 sailing of the Royal Caribbean Symphony of the Seas. After reviewing available stateroom options that would meet *** ******* stated criteria, our Sales Agent suggested two side-by-side cabins located mid ship on deck #3 that were within the clients budget and could accommodate 4 passengers as **************** specified.  Our Agent (******) then advised **************** to look at the ships deck plan online to confirm that the location of the cabins was acceptable, to which he agreed.
  
  During this conversation, **************** and our Agent discussed the fact that the ships conference center was on that deck as well as one level of the dining room toward the rear,and the lower level of the theater toward the front.  **************** did not express concern about the casino being one deck above the cabins. Neither our Agent nor **************** felt that this location would have any issues regarding noise or people traffic. However,contrary to *** ******* stated recollection, the specific bedding configuration for the 3rd and 4th passengers in the cabin (i.e., bunk beds, sleeper sofa, or trundle bed) was never discussed except to confirm that the cabin could accommodate up to four guests.  
  
  In his complaint letter to the BBB, **************** states that he requested a room mid ship, quiet location and with bunk beds.  But, after listening to ALL of the calls between **************** and our office, and reading our booking Agents detailed notes, I can state emphatically that bunk beds were never requested by *************** when he booked the cabins.   
  

  On July ****** (several months after the cruise was booked and paid in full to the cruise line), **************** contacted Direct Line Cruises stating that he was now concerned that his cabin was below the casino and might be noisy at night.  That call was only seven weeks prior to sailing and by this point the ship had no availability that would meet ********** other requested criteria (side-by-side cabins, mid-ship location and price point). Changing the ship and /or sail date was discussed but **************** dismissed that option because the cruise line would have charged him a penalty for cancelling his original confirmed, fully-paid reservation. 
  In his communication to the booking agent, **************** states Hey ****** When I booked my cruise the only things I needed [italics added] when we spoke was that the rooms be midship next to one another and quiet because I have small children, and he then expressed concern about the noise from the casino (one deck above) possibly keeping his children awake.  However, here again, there is no mention of bunk beds being among the things he claims in his letter to the BBB to have originally discussed with the booking agent.     
  
  **************** then called from the ship on August 18, 2024 upset over the specific bedding configuration in the cabin.  As he was told by the Booking Agent, the cabin accommodated four guests, but **************** apparently assumed there would be bunk beds in the cabin, because, as he stated in his complaint letter to the BBB, my cruise last year had them for my children.  But, Direct Line Cruises Agent at no time during the inquiry and booking process said there would be bunk beds in the cabin nor did **************** even tell the booking agent that he would have preferred a cabin with bunk beds when he booked the cruise.
  
  **************** further claims in his letter to the BBB that, because the cabin didnt have bunk beds, his wife broke her toe (for which we can only assume that the cruise line and / or travel insurance company would have a record of her onboard treatment).  He then asserts in his letter that he was told by one representative that the agent that booked my cruise had also messed up booking cruises for other customers.  Here again, there is no record of any such conversation taking place between **************** and any of Direct Line Cruisesrepresentatives, and we would certainly be aware if our booking agent (******)had a record of client complaints (which she doesnt).  Perhaps **************** would like to identify the representative who allegedly told him that ****** messed up bookings for other customers.                  
  
  **************** stated in his letter that when he spoke with us at that time Direct Line Cruises failed to take any responsibility. But, in reality, the Direct Line Cruises Agent did the only thing possible. She advised
  **************** to speak with ************** aboard the ship to see if any other cabins became available due to last minute cancellations. Our Sales Agent could not do any more at this point because on the day of
  sailing travel agencies do not have access to cabin information, cannot make any changes in a clients accommodations,and cannot contact ship personnel directly. **************** did contact ************** as our Agent suggested but we surmise that not even they could accommodate him on the day of sailing.
  
  Please note that *** ******* complaint letter to the BBB does not claim that the stateroom was substantially noisier than in other places of public accommodation, nor does he even acknowledge discussing the exact location of the cabin with our Agent (despite telephone recordings of that conversation). So, the entire essence of *** ******* complaint letter to the BBB is that our Agent did not book him into a stateroom with bunk beds and she should have somehow known that he would have preferred them (despite him never stating any preference of bedding configuration until it was too late to do anything about it).
  
  As previously stated, the information we are providing in this reply to ********** complaint is documented in our call recording system and in detailed Agent notes at the time of the booking. This written and recorded documentation will be provided to the BBB at your request.
  
  As *************** states, he is a long-time client of Direct Line Cruises and we deeply regret to hear that this cruise fell short of his expectations.  Direct Line Cruises strives to ensure that all our customers have an enjoyable travel experience by clarifying what they are shopping for and by responding with the best options within their budget. We believe our Agent carried through with this.
  

  Sincerely,

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

  Customer response

  09/09/2024

  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:

  Directline Cruises has failed to provide any of the conversations when requested citing privacy laws. I had discussed this cruise with numerous representatives prior to January 2024. I was discussing which of the cruises would be the best. Directline Cruises only mentions recordings since January 2024 but there were many calls prior to January 2024. I've used this company for many years and had no reason to not trust them. When looking at the room position, I had no reason to look at the entire ships deck plan in regards to what was above or below our room, believing the agent would have known from the many discussions and having small children. I had no idea the casino was above our room. I did have a bunk bed conversation with a representative because last year I cruised and had a room with bunkbeds, A bunkbed request was made after numerous discussions for many, many months. It wasn't until going on the computer weeks before my vacation with my children showing them the ship layout that I saw the casino was above our room. I was told.."it's not really directly above your room, your room is kind of below where the casino starts. It wasn't until I entered the room that I saw that there were no bunk beds. I called Directline Cruises immediately to discuss this and I was told that they were terribly sorry and that this shouldn't have happened. I had about 2-3 conversations with representatives while I was on the ship. There were also a few conversations where I was disconnected due to reception issues. Maybe Directline Cruises can share all of those recordings which will show exactly what was said.  I was personally told that my representative had had issues with other client's bookings. As far as my wife breaking her toe, unfortunately the only thing to do with a broken toe is to tape it. My wife didn't want to spend hours dealing with a cruise doctor on vacation just to tape her toe, so she taped her herself. My wife was getting ice to ice her foot. It's disgusting that now Directline Cruises is questioning that as well. It's apparent that they take no responsibility and would rather blame a customer who has used their services for well over 20 years.  While I was on the ship I was told to discuss my issues directly with the cruise line who had nothing to do with booking my vacation. I would like copies of all the recordings I had with the numerous agents from approximately November 2023 until August 29th, 2024. When calling their agency, the agent who actually booked my cruise wasn't always available, so there were conversations with many other agents. I was left on my own with this issue and fed nothing but excuses after spending thousands of dollars. 

   

   

   

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

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

• 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,
  
  *************************
  
  
  
  
   
  

*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. ↩