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Complaint Details
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Initial Complaint
10/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
When I was onboard a Celebrity cruise to ****** (May 1-11, 2024), I bought a Book Later Cruise Deposit ($200; Confirmation #: *******). The deposit has a 6-month deadline to book my next cruise. With unpleasant and unsettled dispute with my original booking agency, World Travel Holdings, I tried to book a new sail with another agency. Unbeknownst to me, even I made the deposit directly with Celebrity cruise line while onboard, the deposit is tied to World Travel Holdings. Per Celebrity, I need to get a release letter from World Travel Holdings. , I called World Travel Holdings today (Oct. 25th) and was on the phone with ********. After 30 min, while she was still sorting things out, we got disconnected. I called back and talked to ******. He checked with ********, and told me that to get the release letter, I need to pay $24.95 service fee and $100 penalty. I don't understand this. The deposit was made onboard directly with Celebrity. Why do I need to pay $124.95 to get my $200 deposit?
Business response
10/28/2024
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.
I have noted booking number ******** that if the member wants to transfer to the cruise line, we will not charge the $100.00 cancel fee or the $24.99 processing fee.
All agencies to cruise line transfers are applicable to the cruise lines terms and conditions for transfer.
Thank you,
S. Miles
Sr. Customer Support Specialist
Customer response
10/28/2024
[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
10/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I talked to ****** **** of World Travel Holdings on May 2, 2024, and emailed her *************** on May 15th, 2024. I have not heard anything back. The following is the email detailing the issue:Hi ******, Hope things are well.We talked when I boarded Celebrity 10 Night ****** (******** to *********) from May 1-11, 2024. Here are the booking numbers:United Cruise Booking #: 367-44036871 Celebrity Booking #: ******* To reiterate the issue, my booking should have included basic wi-fi, classic beverage, and free gratuity; however, when I boarded the ship, Celebrity denied these perks.I spent two days talking to ************************ and WTH back-and-forth to sort this out. It was very frustrating, Both my wife and I were very disappointed. I ended up paying these three perks.Attached are three documents to illustrate this:1. celebrity-celebrity.pdf - The booking confirmation with Celebrity.- Balance Due was $3,580.60.2. celebrity-united cruise.pdf - The booking confirmation with United Cruise with the above perks.- Adding Travel Fare and "Taxes, Fees, & Port Charges, its $3,580.60.3. celebrity-invoice.pdf - The charge from Celebrity before I disembarked the ship.- The charges include wi-fi, beverage, and gratuity, with a total of $1,306.96.Could you please look into this? I shouldnt have to pay the $1,306.96.Thanks for your help!Jia Yuh *** ************** *********************Business response
10/28/2024
October 28,2024
Better Business Bureau
Complaint # ********
Re: Jia Yuh ***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.
We have reviewed the matter and determined the client was advised to have the perks on their cruise reservation. We have set up for a refund of $1306.09 to be refunded to Amex ***3980, refunds can take up to two billing cycles to appear on the billing statement.
Thank you,
S. Miles
Sr. Customer Support SpecialistCustomer response
10/28/2024
[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 - once my United Explorer MilagePlus Visa card reflects the refund (note: not American Express).Regards,
Jia Yuh ***Initial Complaint
08/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Among many problems World Travel caused us for our Alaska Cruise by Princess, the worst was that days before the cruise they cancelled our shore excursions that we had booked to take with our children and grandchildren. We were unable to rebook one of those excursions and could not join our family. We rebooked the other two excursions on board but had to pay a total of $150 more than our original booking cost. World Travel claims to have no record of our original excursions and demanded we provide documentation. We did document our rebooking costs and provided World Travel with the original prices as booked by our daughter. They refused to reimburse us. We literally spent hours with Word Travel agents trying to solve this and other problems and were often treated with rudeness or our calls were not returned. At their request we provided supporting materials via email twice. Both times they ignored us.We expect World Travel to reimburse us for the $150 extra cost we incurred due to their cancelling our cruise excursions without our permission.Please see the attached more detailed SHORE EXCURSIONS CANCELLED BY WORLD TRAVEL Original United Cruise #: 367-44520271 (cancelled by World Travel for unknown reasons)New United Cruise #: 367-45116090 Original Excursion Price Rebooked Price Coastal Wildlife$199.95 x 2 = $399.90$269.95 x 2 = $539.90 White Pass Train$149.95 x 2 = $299.90$154.95 x 2 = $309.90 $699.80 $849.80Business response
09/06/2024
September 6,2024
Better Business Bureau
Complaint # ********
Re: ******* ********To whom it may concern,
We appreciate your patience while we researched the customers concerns. I spoke with Mr. ******** last week and we have settled this matter.
Thank you,
S. Miles
Sr. Customer Support SpecialistCustomer response
09/11/2024
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.
[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,*******
World travel has contacted me regarding this complaint, apologized, and said that they would reimburse my $150. However, I have not received those funds. Once the funds arrive, if they do, I would consider the complaint closed.
Business response
09/16/2024
September 16,2024
Better Business BureauComplaint # ********
Re: ******* ********
To whom it may concern,
We appreciate your patience while we researched the customers concerns. The check was mailed 9/12/2024.
Thank you,
S. Miles
Sr. Customer Support SpecialistInitial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I booked with Cruises.com for Sun Princess 17-night Western Mediterranean with Greek ************** (4/17/2024-5/5/2024). Booking agent at Cruises.com ********************************* offered me promotion including $150 **** Prepaid Card which I would receive by mail after my trip. (Her phone# **********************, email: *******************).Two months after my trip, I never received this **** Prepaid card. I emailed ****** and she replied that it was sent to my email on 6/5/2024. I checked all my emails thoroughly including inbox, spam and trash and did not received it at all. ****** told me she would ask rewards teams to resend me the card. Several days later, No card was received. I emailed ****** again and she replied that rewards teams were going to resend it. Many days waiting, so far I still have not received it. I hope Better Business Bureau can help me solve this issue.Business response
07/26/2024
July 26,2024
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 $150.00 **** Pre- Paid card was resent July 25, 2024, at 5:23pm from ********************************
We appreciate your patience while we researched the customersconcerns.
Thank you,
**************
Customer Relations SpecialistCustomer response
07/26/2024
Better Business Bureau:
Please see the attachment, "Undeliverable" message.
There are two strange email address they used, avasin-peh-001.plus.net and ******************************************** Both are not my email address. My email address is ********************** so I still did not get the card.
Best regards,
****
Business response
08/01/2024
August 1,2024
Better Business Bureau
Complaint # ********Re: ***************
To whom it may concern,
The $150.00 **** Pre- Paid card was resent July 25, 2024, at 5:23pm from ********************************
We have resent a copy of the email containing the pre-paid card to ********************* from ****************************
We appreciate your patience while we researched the customers concerns.
Thank you,
**************
Customer Relations SpecialistInitial Complaint
07/23/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Booked cruise for 3/25/2025 (7 Night). On April 30, 2024, I changed to a 12-night cruise. Had already paid $ 600 toward cruise & $ ****** for insurance. Travel Agent at Cheap Cruises said only additional money required was for insurance, I paid an additional $ ****** on that day. On 7/23/24 went into Cruise Lines website to print out documents on a current upcoming cruise and tried to add 12-night cruise. Was told number was no good. Spoke to Cheap Cruises they said my 12-night cruise was cancelled because I failed to make a $300 payment. I was never told by travel agent a payment was required. Cheap Cruises is telling me I lost all my money that I have paid ($******) because cruise was non-refundable. I DID NOT CANCEL. I am being told to get on the cruise I have booked (with documents showing the total price as $ ********) I need to pay the current price of $ ********, plus insurance = $ ********. I have documents stating the total price is $ ******** and the balance I owe is $ ********. I want Cheap Cruises to honor the price they quoted and took payments against. If they refuse to do that, I want a full refund of my $ ******. This is their error not mine! I was never told any additional money was due when I changed the original cruise. I want Cheap Cruises to honor the price quoted and re-book our cruise with the balance due of $ ******** as stated on the Guest Booking confirmation documents, number 372-44775851.Business response
07/24/2024
July 24,2024
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.
We have been working directly with ************** and this will be resolved by next week.
************** is booked and confirmed on her cruise vacation we are just waiting for Royal Caribbean apply her credits.
Thank you,
**************
Customer Relations SpecialistInitial Complaint
07/17/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
Cruises Only Canceled my trip for lack of payment even though I have an email that Shows I have till 7/18/24 to pay the Balance.100 days before Cruising I had placed a deposit back in Oct of ************************ the rate. Cruises Only refuses to refund my Deposit.Business response
07/17/2024
July 17,2024
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.
****************** booked this cruise reservation online 1/1/2023 using our advanced deposit promotion. Cruises Only paid the $500.00 deposit and ***************** agreed to pay the $500.00 advancement back to Cruises Only on 7/8/2024 through automatic debit. ****************** also purchased travel protection in the amount of $248.00 and the $24.99 non-refundable processing fee.
On 1/1/2023 Mr. ******* received an invoice (attached) advising on the advanced deposit pay back date of 7/8/2024 and the remaining balance due 7/18/2024
On 5/29/2024, 6/28/2024, 7/1/2024 ****************** received emails advising of upcoming payment of $500.00 on 7/8/2024 (attached 5/29/2024 due to limited upload space on BBB site- can provide if requested)
On 7/8/2024 ****************** received an email advising his credit card had declined for the $500.00 (attached)
On 7/9/2024 ****************** received an email advising him that his cruise was pending cancellation due to the $500.00 decline on his credit card.(attached)
On 7/11/2024 ****************** received an email advising him his cruise had been cancelled for non-payment of the advanced deposit of $500.00. (attached)
The $100.00 cancel fee that is stated on the invoice will be collected in the event of cancelation, Cruises Only collected that cancel fee out of the $248.00 he had paid for the Travel Protection and refunded $148.00 to Mr. *******.
There are no refunds due to Mr. ******* and the cruise remains cancelled.
Thank you,
S. Miles
Customer Relations SpecialistInitial Complaint
06/06/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I booked a cruise with Cruises.com for travel in February. (all the details are in the attached document). As part of the deal, I was supposed to get a $250.00 **** gift card - see under-lined paragraph in the attached document, pg. 3. It has now been 13 weeks since I completed the cruise and yet i have not received the gift card as part of the contract. I have called several times and at first the response was that it may take up to 12 weeks. When 12 weeks was up, when I called them, the answer was it was already sent by email. I searched all my mails, junk files and trash files and did not receive it. Then they said they are resending it and I should get it within 5 days. When I did not receive it and I called, the answer today is: "it is goin to be sent".I am not sure if they are making an empty promise. But I am tired of calling and waiting. Could you please see that they keep their promise and send the gift card ASAP.Thank you.Business response
06/11/2024
To Whom It May ****************** are in receipt of the complaint initiated by the above-mentioned customer. We appreciate your patience during our review of this matter.
The customer booked their reservation with ******************** and qualified for the $250 **** eGift Card to be received 8-10 weeks after their departure date (02/18/24).
According to our records, the eGift Card was processed to send out via email to *********************** from an email address of ******************************** on 04/05/24.
The customer reached out to us on 04/08/24 and was advised that it was still early and they should be receiving it within the 810 week timeframe.
The customer then contacted us again on 05/31/24 and since this was past the 810 week fulfillment timeframe, a request was made to re-send the eGift Card to the customer and was completed on 06/09/24.
We have reached out to the customer leaving a detailed voice message, with our contact information, for additional questions.
Thank you,
******Customer response
06/13/2024
[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
05/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a cruise -confirmation number ************, on the Norwegian Sky sailing November 8, 2023. My sailing came with a **** prepaid card promotion of $250. The card was to be issued 8-10 weeks after sailing. After not receiving the **** card, I sent an email to Cruisesonly Rewards on 2/14/24. I did not receive a response. I included all aspects of the cruise - confirmation number, sail dates, names, itinerary and information on the $250 **** Prepaid card directly from my reservation. I made 2 additional calls. The initial call went pleasantly with the agent telling me they would resend the card after I totally searched all my emails (Spam, trash, etc) with the titles given to me by the agent. After an additional 30 day, I again called back to the company after not receiving the card. Per the agents' instructions, I again searched all parts of my email. The agent did state that not receiving the card is a problem and she always tells her clients to get the on board credit as opposed to the card. I suggested they sent the card to my business account (a gmail account vs the *** account I use for personal use. ***************** agreed that this may work and she would put in a request to resend. Again, over 30 days have gone by and I have not received my $250 prepaid **** card.Business response
05/30/2024
May 30, 2024
************,
It was my pleasure to speak with you yesterday and appreciate you sending me the information I asked for.
We will be in touch with the resolution, meanwhile if you need anything you have my contact information.
Please feel free to reach out to me.
Thanks you,
S. Miles
Customer Relations
Customer response
06/01/2024
[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 initial 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 only after I have received my $250 owed to me.
Regards,
*******************************Initial Complaint
05/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 1-16-24, I booked a four night Royal Caribbean cruise #******* through Cruises.Com for my granddaughters birthday with a sail date of 4-8-24. Im in my late 70s so I used the travel agency to make sure no mistakes would be made. I told the agent my granddaughter would be pregnant and I believe the recorded call will show I stated specifically 7 months pregnant. The recorded calls (I provided the call dates directly to Cruises.Com management) will show we talked off and on about the pregnancy but it did not register with the agent or me that he might need to check with the cruise line for a pregnancy cut off period. The cruise agent was very nice but I found out later he was a brand new agent for Cruises.Com.I found out about the cut off date around 2-22-24 from my daughter who saw Internet posting and blogs about cruise lines refusing to board ticketed pregnant passengers over 26 weeks. My granddaughter would have been 29 weeks at cruising time. In a panic I called my cruise agent who quickly connected me with his **************** The *************** contacted the Royal Caribbean Cruise line. I was willing to let them keep my payment and just move my reservation back to August 2025 and my granddaughter and her baby could still go on belated birthday cruise. Royal Caribbean was heartless and did not work with Cruises.Com and charged me a penalty of $1425. The cruises.com ********************* suggested I file an Insurance Claim with the *** Insurance I purchased for cruise. That was a time consuming waste of time that was eventually Denied. Bottom line, a mistake happened and Cruises.Com should accept responsibility that in this case the Duty of the Travel Agent to protect the customer did fail. This was a new agent making a new person mistake which I understand happens for all new employees. All supporting documents have been mailed to Cruises.Com management. Resolve this complaint by sending me a check for $1425 to cover the error. Thanks!Business response
05/30/2024
May 30, 2024
************,
Thank you for your time yesterday and sending the documentation requested.
We will work on a resolution for this matter, .meanwhile you have my contact information if you need anything further.
Thank you,
**************
Customer Relations
Business response
06/11/2024
We appreciate the opportunity to resolve your ************ concerns. ************ concerns have been reviewed and resolved with a future cruise credit of the penalty amount and has been applied to his new reservation. Thank youInitial Complaint
05/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The website listed multiple offers as follows:All the Cruise Line ***************** an extra $25-$1,500 just for booking with us! Balcony & Suite Bonus: Up to a $100 **** Prepaid Card Exclusive: Up to $150 to Spend on Board - 5 days left!Exclusive: Gratuities for 2 Included - Ends May 15, 2024 Limited Time Reduced Rates!Free Drinks, Dining, and Excursions with Select Fares 3rd & 4th Guests Sail Free Anniversary Sale: Save Up to 45% Off, Up to $300 to Spend on ************ Based on the listed offers above, I booked the cruise online, unaware of the fine print. When I called the cruise line directly, the agent informed me that I do not have the gratuities included. When I contacted cruises.com multiple times, the agents told me that I had to click on the link and book the cruise over the phone and not online. There is no where on the website stating this requirement. I tried to resolve this issue and even escalated to a supervisor, *******. The company is not willing to honor this offer. To me, this is a deceptive advertisement.Business response
05/23/2024
May 23, 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.
Pre-paid gratuities have been added at no cost to the clients booking and the invoice has been updated.
Thank you,
**************
Customer Relations Specialist
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