- Verified customer
Rip Off did not use
Bought tickets to a cruise that was cancelled. Quite prepared to move tickets to another cruise , it will cost me 450 dollars more. Get money back will cost me $110.
We booked our Celebrity cuise on line via Cruise Gure web page and Celebrity cancelled our cruise in March It is now nine months later and we are still waiting for our refund. We have rung Cruise guru many many many times and get nowhere. Oh yes they answer the phones alright but you always get to speak to another person, we have spoken to so many different staff and been put on hold many times, and still do not get an answer as to when we will get our refund back. All we get back is, it's been expediated. We have been told our request has...been forwarded to the product manager called Terry been told this a couple to times also, and still no result. No one ever sends an email back to you to let you know what is going on, its terrible customer service. We are at the point of what to do next and it look like going through ACCC or one of the other legal avenues. Its a terrible service.
It stupid how long furture to get back when another party
I have nothing but trouble I first got email saying That your refund when I arrange as cruise future cruise credit when rang up six maybe seven as people is stuffing us around then when finally got wat we wanted cruise guru put me in on stupid group booking and still waiting on it even know I had book the same time as another party who I was going with and they gotten there future cruise credit was able to used to pay for the disposit and I have
Greedy Cruise Guru
Do not use cruise guru. If your cruise is cancelled by P&O, Cruise guru keep an admin fee even though your whole booking was done online..very greedy of them. While P&O refunded the whole amount, this selfish travel agent takes a cut. Absolutely disgusting
Far too long for waiting for a refund and pricey cancellation cost
Waited over 4 months for a refund !!! then when eventually paid they had the cheek to charge $110 cancellation fee :-(
Not happy, we will never use this company again they are a rip off, will deal direct with the cruise companies from now on or a decent travel agency one that does not rip you off with cancellation fees.
Waiting 20 weeks for refund
Cruise that was planned for June was cancelled in April. The cruise line refunded the money to cruise guru on 18th April - 20 weeks ago and they still have not refunded to me. When I have contacted I have been told they are now only refunding April cruises with no planned date for mine. This is ridiculous and their explanations for the delay really don’t seem to be a valid reason for the refund to take so long. They have even confirmed they received the money. So unhappy that I used Cruise Guru when I booked, would have already had my money if ...I booked direct. Also I note now they are planning to take admin fees but even in May they advertised that they would not take any fees out. Seeing as I should have received my refund before they changed their policy I had better get a full refund when it happens. I can see others who were to sail in August have been refunded as per comments in this site. Clearly shows cruise guru are choosing to refund in any order they like. Do not use them, no transparency.
Slow Refunds and Unreasonable Administration Fee
In mid-April, our Princess cruise was cancelled for July 2020. CruiseGuru was holding most of our money and only a deposit was held by Princess. It is now 20 weeks later and no refund has been provided. Additionally, CruiseGuru is charging an unreasonable $110pp administration fee, so $330 is reasonable for an online cruise booking? A similar administrative fee that was recently dropped by Flight Centre due to ACCC intervention. You'd expect that in paying this $110pp administration fee that CruiseGuru would have the resources and systems to quickly return funds, but this is not the case. If/when cruising returns, I will be avoiding this agency and suggest you do the same.
Waiting 14 weeks for refund that was paid by P&O in early June 2020
Vague replies from Cruise Guru for refund of $3,800 for cruise impacted by COVID-19. P&O paid refund to them on 6 June 2020. Emailed thrice and received vague refund period.
- Verified customer
Really Disappointed in the Lack of Updates
Cruise was cancelled in early March 2020 due to COVID and I opted for a refund instead of the cruise credit. I have heard nothing since March 15th when I originally called them only auto generated emails. It is now mid August and still no refund. I called them last week and they said they are still waiting for funds from the cruise line and they would follow up. AGAIN I have heard nothing On how my follow up went. Now I read in these reviews they want to charge a $110 fee per person to process a refund. That is disgusting and they better not do...this as many other companies have waived fees like this. This is really bad service and I would consider not using them in the future. Update from Cruise Guru and this was the response: Thanks for your booking number. Carnival have had some major system changes that have unfortunately occurred on top of the coronavirus disruptions. These have added another layer of complexity and further delays to the refund process. Carnival are aware and sincerely apologetic for these additional delays. We are working with them closely to try and finalise your refund as soon as possible. Kind regards, Cruise Guru I have now asked them for a further update on what this means for a timeframe as it is getting beyond the joke now.
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
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.
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.
Cancelled our Celebrity cruise on March 16 and still waiting for refund. Have followed up several times and keep getting told that refund wait time is being extended over and over. 4 months is a long time to wait. We paid in full in November 2019 - approx $10000.
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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