Service? What service?
My friends and I had a cruise booked for October 2020, which was cancelled due to covid19. We had 2 cabins between 4 of us. My friends in the first cabin received their refund in November, but I am still waiting for mine, as is my other friend I was sharing the cabin with. I got a part refund after making several complaints but am still owed funds and my friend has received nothing. This is quite frankly disgusting given all 4 of us (both cabins) were on the same booking number! Calling and emailing gets us nowhere. Next step is the office of f...air trading. Initially we were told that we were going to be refunded in a week or two. That was nearly 2 months ago! There is no service whatsoever. Very disappointing and I'm angry at the lack of communication. They have not even replied to emails. I'll never recommend or use them again.
My refund money.
I purchased tics for cruise in April. Cruise was cancelled. I am still waiting for a refund. Each time I make contact with them they play the line of jabinh a great number of passengers who are also waiting. Currently they are closed as a reward for their hard work during the year. If they are so busy why take leave at a time I cld do with my money. I was told they had a return of funds from MSC as of 2/11. Why take so long to refund. Their service is nothing short of crap.
Am still waiting to find out why I have lost so much money for may HAL cruise cancellation of March 18 this year. I opted for the 125% Future Cruise Credit, but still managed to loose a few of thousand dollars on the deal. I understand that there would be fees and exchanges deducted. But for that outstanding amount? There has been contact with these people with assurances of an investigation and an explanation, but alas, I am still waiting for answers.
On this matter alone I would not be recommending this outfit to anyone looking for a travel agent, in fact, the one star appraisal is too much as far as I am concerned.
First time I have dealt with a travel agent as normally book through cruise line myself but saw offer that was hard to beat so had a lovely and helpful agent named Sylvia go through everything very patiently and offered helpful advise.Fast forward to 2020 Covd 19 and everything was cancelled so went through process of refund which has taken 5 months but I totally understand as a lot of people to deal with but Sianne who I have dealt with has kept me up to date with everything as soon as I sent an enquiry.Will book with them in future when the world is back to normal.
We had 2 holidays booked for 2020, the first being with CruiseAway at the end of April. The other with another travel agent. We found Cruise Away to be excellent, we have nothing to complain about & would use their services again but the 'other travel agency' zero stars. We were patient with both companies understanding the enormity of the task they had ahead of them. I feel for you all experiencing difficulties as we know how it feels but our experience with CruiseAway was one whereby we had no complaints at all.
Refund nightmare for Hawaii to Brisbane - Carnival Spirit
On March 03, 2020, I cancelled our cruise( my wife and I) and was told our refund will be forwarded to the refund division. 2 days later we received an email saying that our refund claim has been accepted and what the amount was less the booking fees for the cruise company and for flights. There was an indication that this would be processed within a maximum period of days as per terms and conditions. At the end of May, I contacted them again via email, only to be told that the refunds have been slowed and there could be another 120 day delay, ...much to my disgust. After a further email where I suggested that I will be contacting Carnival Cruise Line and Qantas To determine whether my refunds have been processed I have received an email that my cruise refund has been processed and forwarded onto the refund company which will take up to 14 days? The flight refunds are now being chased by them before the end of July. My biggest question here is that if I find that the refunds have been approved and paid previously, has the company acted fraudulently and given my refund money to someone else in order to keep them quiet. I am so amazed at the litany of excuses one company can provide regarding emails, ringing them has proved to be a complete waste of time as phone calls are either not being forwarded or answered. This really has me questioning using Travel companies for any future travel and I will be considering direct bookings instead.
First of all after being told by both P&O and Cruiseaway that we would be receiving our Full Refund for our cancelled Cruise (not by us) we are extremely disappointed to discover that Cruiseaway have withheld $200? This goes against the ACCC and believe me everyone is going to hear this story. Other TA’s are not doing this to their Customers especially if they want people to book with them again in the future? My Mum’s Cruise was cancelled also, her TA was Travel Associates who refunded her full deposit!
24/6/2020, still wait for full cash refund since 18/3/2020
Today is 24/6/2020. Still waiting for my full cash refund since 18/3/2020. Bad experience with Cruiseaway & Royal Caribbean Int for my cash refund. Both companies had dozens of excuses. I want full cash refund as offered & promised by RCI and not 125% future credit. Pls refund ASAP. Thanks
Sick of waiting for refund
I will never use this company again, any bookings in future will be done directly with Cruise companies and/or airlines, hotels etc.
I cancelled my cruise package to Hawaii on the 13th of March and every time I contact CruiseAway they change the goal posts. The last time I heard from them it was now out to 90 days (which will be next week). Not a very good experience for someone when it was supposed to be the first ever overseas holiday I have ever had and it's been nothing but a nightmare. I also don't have that much income as I am a single mum so when someone won't give me back my hard earned money it gets extremley frustrating.
I think a call to ACCC and/or Slater & Gordon is on the cards.
There is no zero stars!
Cunard cruise around Japan 23 April to 3 May 2020 booked through CruiseAway with friends was cancelled by Cunard in February and due to SingaporeAir changing flights, we asked for a full refund on 3rd March. Well, we are still waiting: Cruiseaway Refunded half of what we had paid on 22/5 with no email of breakup, so I rang 25/5 and asked for a call back, still waiting, so I sent an email As well on 25/5 requesting contact, still waiting so I rang twice yesterday the first disconnected after 8 minutes on hold, the second was answered and after e...xplaining was told SingaporeAir had not refunded flight monies! This is despite our cruise partners telling me they had received full refunds on 26/5 - all three of them! I asked On 26 March via email for a manager to contact me as I had lost my job due to the virus and need the money but still waiting. All I can say is the ACCC and Slater & Gordon are going to get a call! DO NOT USE THIS COMPANY!
Beware, service disappears when they have your money
Beware. Once they have your money, the service disappears entirely. I was misquoted the price for our cruise and after I booked I was told I had to pay more. Upgrading our drinks package was yet another drama and when we tried to make some changes to add another passenger, we could not even get an answer from them. Now that cruises and international travel have been stopped, they will not communicate with us at all about the return of our deposit. They do seem to have the time to send me junk emails about future cruises. I would never book with them again. Read the other reviews, this seems to be a common complaint about this business.
- Verified customer
Very slow refunding!
We had a booking for a Cunard cruise with CruiseAway which was officially cancelled on 19 February 2020 due to Covid-19. On our part we have kept in touch with CruiseAway with respect to the full refund we were to receive from Cunard. On the other hand, CruiseAway has not once phoned or emailed us in the first instance to keep us informed of the situation. This kind of treatment of clients is completely unacceptable!
To cut a long story short we have been advised by Cunard that all cruises which were departing prior to 11 April 2020 were ...being refunded within 45 days of cancellation. In our case the refund was to be sent to CruiseAway and then forwarded on to us. CruiseAway claims they have not received anything from Cunard as yet and keeps moving the goalposts with respect to when we will be refunded. It has now been in excess of 60 days since the cruise was originally cancelled by Cunard and still no refund in sight. Today I have formally put in a complaint to the ACCC and I will keep this review updated as the situation changes!
We had our cruise cancelled on 12/2. That was disappointing but better to be safe. I have called Princess cruises the ship we were meant to cruise on and they told me they sent Cruise Away a cheque on the 15/2???? 18/3 and we still have not received our refund not happy to say the least would never book with them ever again. Customer service has been appalling numerous emails phone calls etc still no refund or return contact in days
Cruiseaway slow in refunding deposits. Out of pocket for a holiday we didn't get to take.
We booked a holiday package including flights, a cruise and pre-and post cruise accommodation with Cruiseaway. Princess cancelled the Asian cruise for obvious reasons. We paid a deposit for the package some 7 months ago. Princess has been very good-they agreed to return the cruise deposit and have given us a 25% credit towards another cruise.
Cruiseaway has said it will take 12 weeks to pay us around $4300 in refundable costs! However, Cruiseaway advises that QANTAS flights are largely non-refundable and that pre and post accommodation co...sts of $800 in Hong Kong and Shanghai are like-wise non-refundable (We were not aware that this was the case in regard to the latter). So not only don't we get our holiday but we are out of pocket by around $1500 for services we did not receive
Not to be trusted
I booked a cruise on Cruiseaways website. The cabin I booked was clearly described (in writing also with photos) as a two room cabin. I paid a deposit. An hour after I paid my deposit, I then decided to have a look at the cruise lines website itself for details of the cabin I had booked, imagine my surprise to find it wasn't a two bedroom cabin, it was nothing like the description or photos on the Cruiseaway website. I immediately contacted (via email) Cruiseaway, three hours after paying my deposit to cancel, only to be told (via email) my d...eposit will not be refunded as those where the conditions of booking. I then replied that I had not been given any details of terms and condition when booking and no details were forwarded to me, only a receipt for the deposit. Two hours later I received an email with the terms and conditions attached. I recontacted Cruiseaway explaining how I had cancelled in less than 24 hours after making the booking and a full 12 months before the cruise date. They told me that it was the policy of the cruise not to refund deposits. I asked how could the cruise line have the deposit when the money had only been transferred to Cruiseaway's account less then 24 hours ago (this all took place on a Sunday, so no transfers would have taken place until the next day). In the end I received an email saying they would refund the deposit, but it will take 25 days for it to be refunded. It has now been 30 days and still no refund. I contacted Cruiseaway, only to be told it's a very busy time for cruise lines and the matter has been handed over to their crisis team, whatever that is.
Trying to take our money and run!
To me, the purpose of this site is to give reports on experiences that will be helpful to other consumers, and not just a slamming of a product or service as a form of venting. So it is with a degree of reluctance that I offer my experiences of CruiseAway, even though they are yet to be finalized.
I feel that they really are one to avoid.
Like many, our trip has been impacted by the caronavirus. Over a year ago, my wife and I had booked with CruiseAway, one of their package deals to Tokyo where we’d board a cruise liner that would travel arou...nd the rim of the Pacific to Alaska, and then we’d have a couple of nights in Vancouver. This is a product they offered as a total package including flights on their website and is not something we asked them to put together for us. Their agents have been terrific to talk to over the phone, and been very helpful...when it comes to information regarding activities, shore excursions (note that Cunard puts prices on its Australian website in US dollars!), and such. The standard of the accommodation certainly appeared to have been excellent, and of course, Cunard is known for quality experiences. And yet, since making the booking, it has been something of a trial, because there have been repeated alterations to the itinerary, including incorrect numbers of days at the accommodation and incorrect dates as well. It is not unreasonable to expect these details to be checked and corrected prior to issue. Cunard cancelled the cruise and gave us a 25% discount on top of a full refund which is very nice of them and this makes the rest of the package unusable.
I booked in good faith, thinking the company would do their best for us - Wrong, wrong wrong.
No personal service at all once they had our money, you would think that the best available room would had been offered considering the advanced time we had booked
Very disappointed with this agency, booked our NZ cruise 9 months before sailing and were allotted the worst cabin on the ship. I booked an ocoeanview window but all we got was CABIN 702 with 2 portholes, size of soccer balls & where you had to climb on the bed to see out. Our cabin was as far forward as you could get & apart from sea days were awoken at 7am by the noise of either th...
Don't waste your time or money
worst agency ever! First they organised travel insurance for my parents that didn't include the country they were actually travelling to. When their cruise was cancelled by princess cruises the agency took it upon themselves to cancel all the flights and accommodation without permission knowing there would be no compensation. My parents still could have used the original flights and accommodation that was booked. I'm only giving you one star because there's no option to give you none! Perhaps you should train your staff better so others don't lose more than 3k worth of holidays!
Don't bother booking through these scammers! All they do is steal your money!
Cruiseaway people can't be trusted. They are the most untrustworthy people on the planet who don't honour even their written committment . We had a Group booking through them and they refused to honour the price mentioned in their email communication even after we provided them all the written proofs . They are now putting this to Royal Caribbean staff. Many promises were made that they will provide us the committed price , but once they got all the payments again they forgot . We did booking 7 months in advance based on the myth that we are ge...tting best prices and good balcony cabins but it is far from reality because even today you can book the same cruise with less pricing, more onboard credit and your choice of cabins. Feeling cheated and wouldn't recommend anyone to go for Cruiseaway
Not well organised
We went to book a cruise late for a holiday and we made the booking and payment in a promotion period but cruse away didn't make it with P&O so we missed out on getting the promo nothing offered to us for this and we could not cancel due to paying in full
Questions & Answers
I have made a booking request for a cruise package, am most concerned about no reply to my request and now read some most unsatisfactory reviews making me question if I should deal with this company
I have just notified the cancellation department of Cruiseaway that l have to cancel a booked cruise which departs in January 2020. I notified the company today and I will let you know how this side of the company's service is and how long it takes to process my request.
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