I cancelled a cruise with Cruise Guru on the 27/03/2020 because of the Covid 19. My money $10,812.24 has still not been returned on the 06/07/2020. I have sent several emails and two have been answered and two have not. You cannot comment about them on Facebook because their page is down, conveniently, I would say. Some people went to A Current Affair and had their money returned but they booked through Flight center. They say the money has to come back from Princess lines and that they have a lot of button pressing to do. I had a return air fa...re from Qantas in three weeks. I am feeling agitated about this. They have always been nice to deal with on the phone and it isn't the girls answering them at fault but they are responsible on the whole they work for the business. Very angry. Lorraine
Myself and a friend booked a cruise with Cunard through cruise Guru back in February. Cunard cancelled the cruise in late March due to the worldwide pandemic.
Cruise Guru sent me an email to be filled out online for a full refund which went to Cunard to be processed.
After about 8 weeks I had heard nothing from neither Cunard or cruise Guru so I started chasing it up with phone calls to cruise Guru who directed me back to Cunard.
Upon speaking to Cunard today they have advised that a refund cheque had been sent to cruise Guru around 14 days ago...
Disappointing performance regarding refund
Our cruise was cancelled due to Covid and Celebrity USA wired our refund amount of around $1300 to Cruise Guru Australia on April 27th.
They are still holding this money and have not responded to requests to transfer it to our credit card account.
Have always booked via QantasCruises/CruiseGuru but never never never again. Qantas is ripping off their customers left right and centre by not refunding and now Qantas CruiseGuru doing some more profiteering from their customers and Coronavirus. Cunard refunding 100% but CruiseGuru keeping it for administration. Would have thought Cunard would have more administration costs than CruiseGuru.
Refund policy $110.
Like many people, I had my RCI July cruise cancelled because of Covid 19.
I have used Cruise Guru in the past, and been happy with their service. I am a loyal customer to those that treat me well, but that stops now with Cruise Guru.
Out of all my trip related bookings including flights, excursions, hotels, etc, Cruise Guru is the only one to charge me a refund penalty.
Now I might accept this if it was an acceptable administration fee, but $110 for what?
What really got under my skin is, for the privilege of being charged the $110 refund fe...
Profiting from covid 19
Our cruise was cancelled by carnival cruises due to corona virus.
We have contacted cruise guru about our refund and have been told that there will be a $110 fee for that cancellation.
We did not choose to cancel the cruise and I am taken a back that they are choosing to make a money out of this situation.
We were given little explanation as to what the $110 fee is going towards- just a vague answer of admininstative fees. I would think that it wouldn’t be our responsibility to pay staff, especially with job keeper payment made by the government.
We would not recommend using cruise guru for any bookings.
I booked a cruise with Qantas Cruises, XV4P4L. My cruise was cancelled by Princess. Princess are giving a 200% credit for deposits they have. I paid $1000 deposit on booking in March. Cruise Guru decided to keep the money instead of sending it to Princess. Cruise Guru have not communicated until today, their offer is to charge me $55 per person for causing me to lose a $2000 credit. Princess gave us until May 10th to pay the balance, it was taken by Qantas Cruises/Cruise Guru from my account on April 24th. This money also was kept by Qa...ntas Cruises/Cruise Guru and therefore not eligible for Princess offer of 200% credit. You decided to keep my money, you should pay the same compensation. This is not the only cruise we had cancelled. we received a 125% credit for the other one. We always travel in a group and are often asked for advise, you can be sure none of our group will be using you nor be recommending you at all. Not good enough Qantas Cruises/Cruise Guru.
Unprofessional Cruise Guru
We booked two cruises in Europe for May 2020. One was booked directly through Celebrity Cruises and the other through Cruise Guru. Celebrity were very professional and proactive in keeping us informed of the cancelled cruises and refunded our money promptly within 30 days. Unfortunately I cannot say the same for Cruise Guru. There was no contact from them regarding our cancelled cruise and like many other people we were astounded to be advised by Cruise Guru that it would take more than 100 days to have our money refunded. They also advised that they would take $110 per person administration fee. We are extremely disappointed with Cruise Guru and would definitely NOT recommend them.
Profiteering by charging customers a whopping cancellation fee for P&O's cancellation due to Coronavirus Pandemic
We booked a P&O cruise departing in late June for eight of us for the first time with Cruise Guru. Due to the Coronavirus pandemic, P&O has announced it has cancelled our cruise a few days ago. But we heard nothing from Cruise Guru. I called them yesterday and was told they would charge a whopping $110 per person cancellation fee for eight of us. I found it shocking and reasoned that it was not our decision to cancel the cruise. The staff member explained that they have to charge this fee so that they could pay their staff. But I don't think th...is is what a responsible company would do, especially with the JobKeepers Payment from the government. The staff member was very nice on the phone and talked to her team leader to drop the cancellation fee to $55 person, which still amounts to $440 for eight of us. If we had booked directly with P&O, we would have received full refund without any cancellation fees. This is the first and will be the last very regrettable booking with Cruise Guru. Will definitely NOT recommend Cruise Guru to any friends who want to cruise.
Suggestion for clarity in booking
I have booked Cruise Guru a number of times before and found them quite good to deal with and prices are usually very competitive. However I do find it a bit confusing when looking at the costs of the cabin type chosen, you are given a choice of fares with indicators basically "deal 1" "deal 2" or "deal 3" but it does not spell out clearly what each deal offers. Why not just say "$2.00 deposit Free Drinks, No refunds" etc. Make life easier.
Very disappointed with an Australian based company
We booked a cruise for the first time with cruise guru, we have before gone only on 2 cruises; each time booked directly with the cruise line. As we were planning to start doing a lot more cruises in future, my husband suggested to book through an Australian based company, so we can do this readily in future.
We paid our deposit last year and in fine prints I assume the cruise guru must have informed us that our final payment is due in mid April and they will directly take it out. This they again informed us few days before 20th April, but as ...
Cheapest price, excellent service.
Phone promptly and cheerfully answered. Cruise fare was at a discount to what could be obtained elsewhere. Adequate information given re cancellation policies and new regulation of Medical Certificate needed for age 70+ prior to sailing. Email followup giving account details sent without delay
- Verified customer
Beware their hidden charges!
I booked a cruise for our family departing Shanghai on 2 August 2020. I had paid a deposit of $900 and was due to make the full payment on 27 April 2020. However, 2 weeks ago, I received an e-mail from Royal Caribbean Cruises with this message: "We would like to advise that as of today, the sailing date in dispute has been included on the cruise with confidence policy in which you can request to receive a 100% Future cruise certificate of the value of the penalty, this FCC can be used on any RCI sailing and redeemed until the 31st of December...2021 being that date the last departure that can be selected for redemption." On this basis, and due to the uncertain times, I asked Qantas Cruises/Cruise Guru to apply for the Future Cruise Credit for me but was astonished to learn that they charged me a $100 administration fee, claiming that I had cancelled the booking. I argued that I simply took up Royal Caribbean's offer of deferring the cruise and not cancelling it. They have stuck to their guns and insist that I asked for the booking to be cancelled which I did not. I am still going on a future cruise and have not cancelled it. In good faith, I took up the offer from RCI, asking for a deferment, not a cancellation. This charge is unjustified in these times. I would caution anyone booking with Cruise Guru/Qantas Cruises to be careful with their so called cancellation policy which is not transparent at all. Don't be caught out like I did!
Prompt Service even in Time of Crisis
During the very difficult time of the lockdowns because of COVID19, I have found it increasingly difficult to be able to talk to anyone involved in booking cruises. However, with Cruise Guru, I managed to get through to a representative within 10 minutes, and emails sent to them were answered within 24 hours. Their service to me has been very professional and prompt, with excellent follow up, and of course their prices are generally a little lower than anywhere else. Having had two cruises cancelled this year, I now have a new cruise booked for April 2021, doing exactly what I want and going exactly where I want to go!
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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