[X]
Feedburner count

Cruise.com

Star Empty star Empty star Empty star Empty star
6 Reviews & Complaints

Most Popular | Newest | More Options >
More filter options:
My Nightmare began with Cruise.com
Posted by Tickoff on 01/17/2008
I recently booked a 7 day Caribbean cruise through an agent with cruise.com. I asked the agent to give me the total price quotation, including all port charges, taxes and fuel surcharge. I was quoted a great price, at least that's what I thought. The Agent advised me that he would be able to hold the rooms for us for that price for 24 hours and he would email me the detailed information right away. I didn't receive the promised email. Based on the information I was quoted and compared cruise.com price to other curise agencies, I decided to go with cruise.com. I called the agent back the following morning to confirm the booking (within 24 hours) and asked that he emailed the confirmation to me once the booking was complete. I didn't receive any emails that day. I called the next day to ask for the confirmation. The agent gave reasons that the cruise lines was supposed to send me the confirmation and he's surprised I had not received the confirmation. He proceeded to say he would personally ask the cruise line to send the confirmation to him so that he in turn could forward it to us.

However, I waited for 2 days and did not receive nothing. I started to get worried. I left 3 phone messges for the agent but he didn't return my calls. I decided to speak to another agent. I was shocked to find out that my rooms were put on hold but not paid for. I told that agent that I gave my credit card to the first agent and he should have secured the rooms for us immediately. After speaking with his supervisor, the 2nd agent told me that he would get all paper work done and we were guaranteed the price quoted by the first agent. I received the booking confirmation via email within 10 minutes.

To my surprise, I was charged $250 more than the promised price. The real nightmare began, I went through 2 sales agents, 3 client support agents and 1 supervisor and I still get a run around. I heard many excuses such as the price quoted did not include taxes as they have no control of the gov't taxes, but they could not explain to me after factoring in all these extra charges, they still could not explain why the first agent quoted me the original price. The most recent reason they gave me today is that the holding period for my room expired 4 minutes before the Agent went on the cruise line to pay for my room. When I asked the time the Agent went on line to confirm my bookings, it was half an hour after I gave my credit card to him.

I was very upset about the whole incident. I received quotes from other cruise agencies for this trip and some of them told me to be careful about the low price cruise.com quoted me as they were suspicious about the price cruise.com offered me.
hroughout this incident, I have never received an apology from any staff or managers of cruise.com All they have told me are excuses to cover their unethical and unprofessional behavior. I believe that:

1) I have acted in good faith by booking my cruise trip within 24 hours after I requested the Agent to put the two rooms on hold. If he, the agent, couldn't secure the room with the guarantee price quote, either he had made a mistake in pricing or he is just incompetent, he should have advised me so that I could made a sound decison of choosing an alternate travel agent for booking. But I was not given that choice. Basically, the agent at cruise.com forced me into booking my cruise trip with him and charged me a higher price without my consent.

2) Cruise.com agent did not initiate nor return phone calls regarding price change. I was the one who had to contact them. It is not sound business practice and very poor customer service.

3) When I received my invoice, I was charged $250 over the quoted price. Once again, no one from cruise.com had a decency of notifying me of the price change and asked if I still wanted to book. I immediately emailed back to the second Agent and asked him to explain the charges. Guess what, he did not return my call as well.

4) Cruise.com has given excuse after excuse of why I was charged more on my bookings but cruise.com has not acted in good faith from their end to honour the original quote even if their agent has made a mistake. I would have accepted if they would have apologized and offered some kind of solution to resolve this matter. In fact, it has dragged into the 7 days from the first day of contact and I am still waiting for someone over cruise.com to call me back. Every time they told me someone would be calling me back but none happened. I am the one who has to contact them.

If you don't want a frustrated and cheated experience before you go on your dream cruise trip, don't book through cruise.com I will certainly tell my friends who tell their friends tonever book or trust the agents at this agency. They are a disgrace in the cruise industry. I have booked my previous cruise trips from other cruise and travel agencies and I received great service from them, until this time.

Tickoff

Alberta, Canada
     
Read 1 RepliesAdd reply

User Replies:Close comments

Posted by Ultimate QueenB on 2008-09-16:
I am sorry you had such a nightmare and wished that I read your story before booking my cruise with them. OMG if I would have known what a headache this would have been I would have gone directly through the cruiseline.

First off this was my first cruise so I was clueless as to what to do and figured if you are booking a trip through a travel agency they would do everything for you BOY WAS I WRONG!!!

To start when my best friend and I decided to choose them it was on the basis that they offer a coupon book and a 25 dollar mastercard giftcard rebate...keep these two things in mind.

We called to get a price quote on thursday and had it held for 24 hours. After decided to go with them I called to give my card information to the agent and she took everything down and sent an itinerary to me. It included the price of the cabin, the insurance, the taxes and the booking number plus all the little advices. She had to wait for my best friend to call in order to run both through. My friend called 5 min after I hung up and couldnt get in touch with the agent. My friend was getting upset and I advised her to calm down and just wait a few hours (keep this in mind also). After a few hours she was not able to get in touch with the girl so she called another agent who had taken her payment and put my friend on hold to find out why the other agent hadn't process the payment..she was told the girl forgot.

So now that both payments are processed and the insurance portion actual came out before the cruise portion on both cards which we found interesting. After booking the cruise about a week later I recieved insurance papers at my home (everything was to come to my house)for my friend but not for me. I call them and couldnt get in touch with my booking agent so I talked to customer service. The girl tried to tell me that I was not charged for insurance. I stayed on the phone with her for almost an hour going back and forth yelling about the insurance how it was taken out and I was charged. She basically told me it was my responsiblity to make sure I had insurance. I told her if that was the case I wouldnt be going through them.

I left a vm with the booking agent after being so frustrated with them and told her to call me back and this better be on my ticket. She called back apologizing and made sure I had insurance (I still dont have my insurance papers and I took my cruise a month ago).

Anyway, thinking that this was either going to be the end of the beginning or the beginning to a long end I let it be. So after reviewing the itinerary we discovered that our dinner reservations were in correct. Now this may seem very small but when you book your reservation and you tell them 8:15 and they repeat it back to you how is it the docs show 5pm from Cruise.com not the cruiseline. We had to call again on this....not one time but twice because we waited a day to check and see if it was right and of course it wasn't. Now this was three weeks before our vacation in August 25-28 on Carnival Cruiseline.

Every week to the day it was something different. We were finally able to print our docs on Carnivals site and again lol we noticed the dining wasn't correct so we had to call again to get it updated. We noticed about one week before the day that we didn't get our coupon book as promised. So I call and was told that we will get it before we leave they were out and they are going to overnight them to the customers for the cruise. My friend calls and was told that we didnt book in the 4 week time frame so we wont get it. I call back and asked them what do they mean and the girl said that since we were 1 day ..one day...out of the 4 week time frame that we wouldnt get a book. I told them they need to make a way because this was the deciding factor in order to go with them so they need to make sure we get one. The lady got snoody upset with me and said they cant do anything about it so I asked for a manager...after getting pissed off with the response from the manager I hung up on them. I called back and got someone really nice who told me Carnival ran out of books and they werent able to fufill all the orders and didnt know when they were coming in. I believed her because she was nice and patient. But I still wasn't happy...they weren't able to fulfill what they promised and the price was more than another site because of these offers.

Day of embarkation...GUESS WHAT THE DINNER RESERVATIONS WERE STILL WRONG!!!!

Now I just recieved the rebate..No mastercard gift card it was a check...and it was suppose to be 25 dollars for each person they split the 25 dollars between us...lol ...I told my best friend she is going to have to go off this time because I am done!

If you ever have to book a cruise go through the cruise line they offer the same discounts sometimes a few dollars more but at least the cruiseline is more apt to helping you and getting the credit you deserve.

To this day I have not recieved a letter of apology or even a freakin thank you for going through them. Now that I am a past guest with Carnival I get better discounts and will never go through Cruise.com again.
Close commentsAdd reply


Cruise.com Bait and Switch
Posted by Dan57_1 on 01/02/2011
Here's a letter I sent to Cruise.com.

It says it all.

I was indeed seriously looking at the Jan 28th sailing of the Celebrity Equinox, and I was attracted by your "prepaid gratuities" bonus. I started the booking. But when came time to choose seating, First sitting was not available, that's no big deal I don't mind open seating. But when I selected open seating, oooops! the gratuities were added on to my charges. I thought there must be a discount code I missed or forgot to enter, so I called cruise.com. I was then told (with a lengthy explanation that didn't make much sense to me) that gratuities were in fact not included. The cruise.com service representative had the nerve to ask me if I wanted to book anyway.

FYI that way of doing business is called "bait and switch", and I don't go there.

There are many other online reservation companies and yes, I have made arrangements. I don't really mind having to pay cruise plus gratuities, but at least I don't feel as if I've been molested by a low-down old-fashioned twisted tactic.

We're seasonal Florida residents, and we usually do 2-3 cruises per winter season. If you want me to continue considering you a a potential agent, please straighten up your act.

     
Read 3 RepliesAdd reply

User Replies:Close comments

Posted by mam20 on 2013-07-25:
Don't use CRUISE.COM, once they have your money, they ignore you and there is NO customer service
Posted by kbjam on 2014-03-10:
Celebrity REQUIRES that you prepay gratuities with their "open" dining called Celebrity Select
Posted by Mark B on 2014-03-14:
As a travel agent I run I to this snafu a lot when a "free gratuities" promo is offered on Celebrity. In order to reserve the open seating, Celebrity requires you to add in prepaid Grats. However, about 4 to 6 weeks prior to sailing, you will get a refund. I always hate when that promo is running and my customer decides on Celebrity and open dining before I preempted by telling them about this. Always feel like the person on the other end of the line thinks I am trying to hoodwink them.
Close commentsAdd reply

StarEmpty StarEmpty StarEmpty StarEmpty Star
Very bad service by Cruise America
Posted by Gerard.Blom on 08/14/2012
SAN FRANCISCO, CALIFORNIA -- We rented an RV for a trip of 3 weeks starting in San Francisco and ending in Salt Lake City. The RV we got was old (140.000 miles on the odd meter), dirty, had a flat tire, may kitchen doors did not close properly. We asked to fix this which ment that we had to wait extra hours, but most of the problems were not fixed properly. 2 times during the trip we had to visit a garage, because of a flat tire (indeed the same) and engine problems. The service was very, very bad. Before making costs the user is obliged to contact the Cruise America Service number, which meant hours of waiting. 5 times they promised to call back, which happened only the last time.

Never rent a Cruise America RV. You can get a very old and dirty RV, with louzy service for (about) $ 1500 a week. There must be better deals.
     
Add reply

Cruise.com did not provide Shipboard credit that was confirmed during my booking
Posted by SFisher on 01/11/2011
PORT EVERGLADES, FLORIDA -- My experience booking with cruise.com has been completely unsatisfactory and unacceptable. After seeing a promotion on the website for $100 Shipboard credit and a complimentary bottle of wine, I booked a cruise in December 2010. My agent confirmed at least twice during our phone call that my booking did include the $100 shipboard credit and a complimentary bottle of wine. Other on-line cruise travel agents were also offering the $100 SBC, but I chose to book with cruise.com because cruise.com was the only site I found offering $100 SBC AND the complimentary bottle of wine (the price of the cruise was the same as on other sites). When I reviewed my cruise confirmation documentation emailed to me, I noticed that there was no mention in writing of the SBC or wine, and I immediately emailed on December 22nd asking for confirmation in writing that I could take on the ship with me. I again emailed on Jan 5. When I still received no response, I started calling and leaving voicemails between January 5th and Jan 11th. I also logged a query through the on-line “Contact Us” form. No responses. Today when I tried to call, I spoke to the first agent who happened to take my call; she indicated that she didn’t see anything about shipboard credit or wine on my reservation. So now I am very worried that cruise.com is not going to provide the package that was clearly sold to me. I could have booked with another travel agent and received the $100 shipboard credit, and I truly wish I had. I expect cruise.com to deliver the package that I purchased and that their sales representative confirmed to me, not something less. However I have little hope of ever hearing from them again as they have failed to contact me or provide any customer service after they received my money. This has been a horrible customer service experience.
     
Read 2 RepliesAdd reply

User Replies:Close comments

Posted by Inat on 2011-01-11:
the last time i used a 3rd party website to book a trip, the same thing happened - they promised a bonus but never delivered. Once you pay, they act as if they know nothing about the offer they offered. THankfully, it's only the equivalent of about $120 for you - definitely not worth ruining your cruise. You could talk to someone on teh ship, per haps they'll honor the offer?
Posted by Ma on 2013-07-25:
Don't use CRUISE.COM, once they have your money, they ignore you.
Close commentsAdd reply


Cruise.com Bait and Switch
Posted by John860 on 01/09/2010
I called cruise.com to book a cruise. They offered to prepay gratuities for 2 with every cabin booked. I had a coupon for 2 free cruises and as there were 3 of us traveling in 1 room I asked before I booked if the offer of 2 free prepaid gratuities would be honored. I was assured that even with my coupon, they would pay the gratuities. I booked the cruise and 2 days later I received a call stating they would not pay the gratuities. The old "bait and switch" trick, cruise.com style. And guess what they are ignoring my emails. Never again with these idiots. Do not use cruise.com.
     
Read 3 RepliesAdd reply

User Replies:Close comments

Posted by Ben There on 2010-01-09:
That is not bait and switch... You were just given the wrong information which they corrected. If you had known that gratuities were not included, would you have given up your two free cruises because you don't want to tip a couple people on board?
Posted by Anonymous on 2010-01-09:
"The old "bait and switch" trick, cruise.com style."

A bait and switch is a form of fraud in which the party putting forth the fraud lures in customers by advertising a product or service at an unprofitably low price, then reveals to potential customers that the advertised good is not available but that a substitute is.
Posted by Ytropious on 2010-01-09:
I wish the general public would forget the words "bait and switch" because as we see, what they claim is bait and switch is never a REAL bait and switch.
Close commentsAdd reply

False Advertising
Posted by Joey_pr on 03/18/2004
MIAMI, FLORIDA -- False Advertising -
On March 5th 2004 I book a Cruise. Alaska 9/9 - 7 days.
The website shows there was a promo available of 6 cat
upgrades for certain categories, including the one I book.
When I book they did not honor the promo.On Monday
afternoon I call Selina who explain me she has not receive
any answer yet I have called four times about this
problem with no solid answer about why is not available to
me. Tue 3/9 at 6:30 George called me and explain me that
the promo was not available because the category I book was
not in the promo, I ask him why then it still shown in the
website and he told me IT dept works only every two days.
told me he will get back to me on this matter. Today (3/10)
I call around 2PM to follow up on this case and the CSR
told me he is on the meeting and he will call me back soon.
It\'s 5:00PM and still waiting for his call...
     
Read 4 RepliesAdd reply

User Replies:Close comments

Posted by PASKLS on 2004-03-20:
DONT LISTEN TO THIS GUY!!HE IS A PSYCHO REGULAR WHO POST CRAZY COMMENTS ALL OVER THE BOARD!!DONT TAKE HIS ADVICE AT ALL BUT I WOULD RECOMMEND YOU CONTACT A LAWYER AND ASK QUESTIONS AND LET THE CRUISE LINE KNOW YOU ARE DOING SO MAYBE THAT WILL GET THEM BACK ON TRACK
Posted by wearecruisers on 2004-03-22:
If you booked your cruise with a major credit card, not a fake debit card, file a dispute with your credit card company. I beleive you have 60 days from the time of purchase to do this.
Posted by Grisha on 2009-01-01:
He doesn't sound crazy to me. I had dealings with this same CSR, Selena, and got a runaround just like this guy did. This company is a terrible outfit to deal with. See my review.
Posted by Tina W on 2013-07-19:
I was about to book a cruise with them and thought it was weird that they have an itinerary for Feb 2015 with a great fare however the cruise line is stating they don't even have that cruise itinerary! FLAKES!!! I'm staying away from them!
Close commentsAdd reply

Top of Page | Next Page >