Still waiting for refund from cruise guru :(
So had a cruise booked for 20/07/2020 I cancelled at first option 05/05/2020 after contact after contact with cruise guru to find out they had just received funds last week after being told carnival had sent it to them on the 06/06/2020, anyway was also told last week I'm in a que for a refund I just want a refund like many of us we are all struggling in these hard times but at least you guys have jobs some of us weren't that lucky and we really could use that extra money just wish I would get refunded soon fingers crossed :( also had someone else that was on the same cruise with us who booked direct cancelled at the same time and got a refund within the month of cancellation think I will book direct next time
Please return our refund thank you
We are still waiting on our refund from Cruise Guru, since end of May. Six of our friends got their refund eight and six weeks ago, from other travel agents. When I phoned the office beginning of June, I was told they had received our four booking payments fees from P&O and we would receive it soon, still waiting. 24/8/20. After many e-mails and calls. I do appreciate the ladies in the office who are Very Nice are Very busy, But honestly how long does it take, you have the money, please pay it back. We are pensioners. Stop wasting time, sending out future cruise, and more time spent on our refunds.
Waiting for refund
We are waiting for refund , email them often, booked with celebrity and they have refunded money, what right have cruise guru to hang on to this money , it is not their’s , keep making excuses, Shame on them, will never use again, we are pensioners going on the cruise of a lifetime and are really worried we’ve seen the last of our money.
Still no refund - 245989
After 14.5 weeks of my initial refund request, I’m still waiting for my cruise refund. The cruise liner stated they paid cruise guru in full, months ago! Other guests in our group, booked direct and/or with other cruise companies and have received their FULL REFUND back weeks and weeks ago. I have phoned and emailed several times and like everyone else, have been fobbed off! I’m actually getting worried that i’ll Never receive any money, let alone a full refund as initially promised.
I understand the pressures of this pandemic, but it’s extremely delayed when it’s needed the most.
Like most still waiting for a refund
After following up AGAIN two weeks ago I was told the funds were in fact received back from Carnival &my refund was in the que . What a surprise Still waiting. I initially complained I was being charged $110 admin per person ( 8 people 4 of which are children) . They did agree to halve the admin fee, however now I'm reading others have had their fees fully refunded. I am a repeat customer of Cruise Guru ( several bookings) & even have another upcoming cruise with them. Seriously questioning if I should go ahead with that now & instead book direct . BTW Flight Centre waived all admin fees for their customers . Just do the right thing and return peoples full refund & quickly .
Will never book with them again
Very disappointed with cruise guru we have cruised many times with other agent without any problems. Our cruise was cancelled and it took four months to receive our money and they took $220 for fees, others who booked through other agencies were not charged a fee at all. Carnival charged them no fees at all. We will never book with them again, they kept promising our money would be returned for weeks before we finally got it. Don’t use cruise guru.
Dont use these muppets
I just want to say Cruise Guru is the worst company i have ever dealt with. I placed a deposit on a cruise last christmas. Last week they took $9000 out of my account without my approval. I have been to my bank and have the fraud department chasing these muppets. Wouldnt take a cruise off these clowns for free. I know this is the wrong section but im posting this statement everywhere to help someone else from having funds stolen by these monkeys
We cancelled our Royal Caribbean cruise online 3 times earlier in March and emailed Cruise Guru and Qantas Cruises on the 20/3 advising that we had not received any confirmation for our cancellation. We received an email from Qantas Cruises on the 26/3 saying our cancellation request had been received. We received a further email from Cruise Guru on the 8/4 also acknowledging the cancellation but still no refund after many more follow ups and told initially our refund could take up to 8 weeks. It is now over 16 weeks and nothing apart from saying they were prioritising requests.
Really very unhappy with the service and lack of updates or generic vague ones.
Mark & Roz
Very polite helpful service!
I rang Cruise Guru to cancel and rebook an identical cruise for 2022. The assistant, Maxine, was extremely helpful and was able to book the cabin I had chosen, put in all our details from the existing booking, double check everything, cancel the original booking and, in a very friendly manner, wish us all the very best in these uncertain times. The documentation all arrived by email within minutes. Very relieved to be able to cancel and rebook so easily!
JUST BE HONEST
It has now been 4 months and still no refund. I am patient and understand we are in a pandemic and it is a very difficult situation but how about some honesty it goes a long way. After my several emails and phone calls I finally got someone to talk to me and tell me my refund was being processed. I received a follow up email to verify our phone call and was asked to allow up to 3 weeks well that was 5 weeks ago and still nothing. Called again last Friday was told the accounts team process the refunds on Friday’s so I should see it the next day ...as they do them in the afternoons that was a week ago still nothing. I have sent 2 emails this week no reply it’s a lot easier to be understanding and patient if you had some communication and some honesty. We are all in hard times right now.
Cancelled booking against our wishes
Email stated they would take full payment from credit card on due date. They cancelled the booking instead. They then had the hide to charge us a cancellation fee. I spent 2 weeks trying to re-book the cruise being assured on numerous occasions that Cruiseguru would contact me. I had to phone them each time. Eventually an agent helped us and sorted the problem promptly. New booking has been made so the issue was resolved but it should never had been an issue in the first place. Don't assure me of one thing then do the opposite. Was extremely annoyed that they cancelled our booking when the email said that payment would be made automatically.
I have received a refund today after 4 months of constantly contacting cruise guru. My total cruise cost was $2,368 however I only received a refund of $1,928 which is $440 less. Of course the excuse is $110 cancellation fee per person so that makes it to the total of $440 ( 2 of these are children's fares) . On 14th Feb 2020 Information was released in various media articles stating that "cruise guru was going to waive all cancelation and amendment fees" yet I find months later they have taken the full amount they possibly can. Very disappointed. P and O Cruises answered my queries quickly and confirmed they refunded the full amount of money to Cruise Guru in May. Shame on Cruise Guru.
Poor service on refund.
Cruise Guru have had my refund from cruise company for some time. Every time I contact them, they keep fobbing me off. I am sick of their excuses, including that the bank limits each day how much they can refund. Cruise Guru is also double-dipping by receiving both a commission and cancellation fee. This is a rip-off. We will never use their services again and suggest that everyone books direct. The extra 'perks' that you may receive are soon forgotten when a problem occurs.
- Verified customer
I booked a cruise Carnival Splendor which I had to cancel in March for medical reasons just as the Covid problems were arising.
Cruise guru informed me that they had received the refund from Carnival on the 18th June but I have still not received the money despite numerous emails.
My experience with Cruise Guru initially was very good.
Great Service, very professional
I have made many cruise bookings with Cruise Guru over the years. Everytime I have received my booking details within 2 to 3 days. Thecteam has been very helpful when I hace had any questions. During the COVID19 pandemic, Cruise Gury have continued to provide great service. I would have no issues recommending this travel agency to my family and friends.
Great service from Ozcruising
I have had 2 cruises cancelled because of the Corona Virus, I would have liked to take the offer of a Future Cruise Credit but as I have more cruises booked with Carnival, I have had to take a full refund. I know there are a lot of bad reviews regarding refunds but I have not experienced a problem at all, I have received my refund sooner than the time scale I was given. I feel sorry for the Ozcruising staff being at the brunt of all the abuse they have been given. I, for one am looking forward to cruising again as soon as we are able to.
We have booked with Qantas Cruises/Cruise Guru many times over the past 6 years. We have been waiting on two refunds which we finally received this week. Both of these refunds were processed back to Cruise Guru by the cruise lines 3-4 weeks ago. Cruise Guru were slow in returning our funds and also charged administration fees of $110 per person on both bookings, which we were happy to pay for one of the bookings as we were the ones who cancelled. For the other booking Cunard returned our full amount to Cruise Guru who then charged us a fee ...for a cruise cancelled by Cunard, plus they still received the commission on the booking. If we had booked direct we would have had our money back earlier with no fees being charged. Lesson learned, book direct with cruise line.
Questions & Answers
Why did some clients have the fees waived and others did not? Cruise Guru is a Qantas affiliate. Vote with your feet people and do not use companies who treat their clients like this. It is unfair.
I presume it depends on who deals with your refund ... its disgusting charging $110 a booking.
Lodge a complaint with the ACCC and your state Consumer Protection Agency.
Cruise GuruCruise Guru
Cancellation conditions vary subject to criteria including booked date, cancelled date, cruise line etc, which we understand does make it confusing.
Very disappointed that $330 in fees has been deducted for our cruise that’s was cancelled by Princess in April for a June sailing. Money returned to Cruise Guru from Princess in April and they had it in their account earning interest until September when I finally received my refund after following it up. If I had booked with Princess direct I would have received a full refund as they cancelled. It’s a shame Cruise Guru didn’t do what Flight Centre did for their clients i.e waiver fees after public backlash. Friends got $30,000 back for a Scenic Cruise with no penalties. I’m sure this company has received an enormous amount in fees if each passenger paid $110. I find it very excessive. Unfortunately I won’t be booking with Cruise Guru in the future.
Majority of agents tend to retain a portion of a 'Covid' cancelled booking. We booked with another agent for a cruise which included a flight to get to the port. Even though the agent had said that their fees would be waivered, we were still charged $100 admin fee each, plus $260 each for the fight we were supposed to take, which the agent said was deducted by the airline, if we had booked the flight ourselves (even though WE had to do our own research for the one we required) we would have received a full refund.
Apparently, even Flight Centre didn't fully refund everyone's booking, our son and daughter in law did not receive the full amount for their booking.
I cancelled my carnival cruise that was suppose to depart in July on the 5th of may called last week they have my money just waiting in the que for refunds I get that it would be a very busy time for them but seriously Im struggling at this point in time like many others that could just use there refunds to help them get through these times but the way this refund is going through cruise guru I'll be booking direct for any further cruises as someone else we were going with cancelled at the same time and got refunded within a few weeks hoping I will get my refund real soon :(
When I contacted them they said they were dealing with refunds for sailings due in may. When you contact them again they provide standard info - no update on progress of where they are up to. You wil just have to research options of where you can complain to... Bank, consumer affairs etc. Good luck
Rang again today completely different answer we are refunding when we can I'm going to try ring someone higher up tomorrow because I have no idea what's going on everyone is saying different things
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