fantastic service in hard times.
With these tuff frustrating times I cannot believe how good the service has been with Mycruises .... we have a unusual personal situation for going on a cruise which is our problem , but the girl has been so help full.. We have to be patient in these times as it isn't their fault when cruises are cancelled. We will continue booking trips with them.
Still waiting for cruise refund paid to my cruses on 2 March 2022
I can only be objective and state the facts…..
My cruises have been holding my NCL refund since 2 March 2022, it was confirmed to me on 4 April that my cruises have received the refund. I have made 4 phone calls since then with the only outcome being Refunds are looking in to it and will contact me. Have had no satisfaction whatsoever! What do I do next??? Worst cruise company I have ever dealt with.
Terrible Customer Service!!
I am a patient person but My Cruises have been shocking at dealing with a cruise credit owing to me from celebrity cruises. After starting the process 3 months ago and about 5 phone calls to them, each time being told they had no answer, I got the number for the 3rd party supplier and rang them myself. They had it sorted for me in 20 mins. Why couldn't My Cruises just ring them instead of emailing. Absolutely terrible customer service.
Good booking experience
Very good and easy booking experience, explained in detail in a friendly and efficient manner. Very quick replies, Emails sent promptly, Thankyou, looking forward to cruising again with My Cruises.
Not happy Jan!
Found out by a call that our October cruise had been cancelled. They said they emailed me the night before but they didnt. Many emails back and forth with options but when i try and suggest other cruises i keep getting no that package is no longer available or we can do that but at retail prices But the cruise is still available on other sites. Clearly the ship being in dry dock on the date we were meant to sail was a planned thing, how could MC not have known. I have handed over 42000 for this holiday and MC are doing bugger all to make it rig...ht. I just want a full refund now so i can go to a travel agent while there is still time to get a cruise during the time that we want. And an agent that communicates with phonecalls.not judt emails that you have to wsit days for. What a joke.
I received an email last night in regards to our booking for October stating that it would need to be changed. I rang this morning expecting to be on hold for most of the day but the call was answered within half an hour by Johnny. I would like to give him a 5 star thumbs up review for all of his help in answering my queries about changing the date. He was very professional, courteous and helpful. Well done My Cruises!
Communication is Dreadful
Found out our tour was cancelled via a Facebook page. Have called and emailed trying to arrange a replacement cruise and had no response. Meanwhile time is going by and we are missing out on other opportunities! Can’t even get confirmation that the land tour will proceed which was booked in conjunction with this cancelled cruise ! So frustrating the lack of communication! They need to hire more staff. Will never book through them again because of the lack of communication.
Awful Customer Service
Booked 2 cruises with them back in 2021, due to Covid they had been cancelled and I was offered to get a refund or credit on 24 March 2022. I wrote back to them on 29 March 2022 that I would like to get a refund for both cancellations and received a reply from Tara Fenton on 31 March 2022 that they will get back to me within 3-4 weeks. Since I hadn't heard anything from them, I emailed them again on 17 May 2022 and received an automated reply that they will reply within 5 working business days. Admittedly, it's shy one day of 5 working days, but I am sick of being ignored and would like to know what happened to my refund.
Poor Customer Service- take our money then never hear back from them
We booked a trip through MyCruises in December 2020 for September 2022 to Europe, flights were meant to be booked by September 2021 and completely understand due to COVID they could not be booked this early, however the only contact made was when I called to enquiry what was going on, kept getting told you will get a call in a couple of weeks, we are now mid May 2022 and still not a call, email or text. When I rang to cancel the trip I was told by Vicky that 'we are an online booking servicing, we do NOT hold your hand through the process' she...was extremely rude and said 'I will cancel your booking and you will NOT be receiving a refund'. When I asked to speak to someone else Vicky snapped at me and said 'she was the only one working and to call back during the week'. I have NEVER received such bad customer service in my life. My family travel frequently and we will never use this company again and will not recommend it to anyone looking to travel. By far the worse experience ever!!! Take our money than never hear from them again!
Wonderful people to deal with
Booking process very easy and responses from staff made everything easy. The staff I dealt with were very experienced and answered all questions I asked. Would not hesitate to book again for another cruise.
The reviewer stated that an incentive was offered for this review
Another great package through My Cruises
The agent I spoke to was very personable. He had an excellent manner and was a pleasure to deal with. I have booked with My Cruises before and was very pleased with its ease of contact and the quality of the package and experience they provide. Looking forward to this next holiday through them.
1st class, as usual!!
Booking process is easy with My Cruises. This is the third time I have booked with them and I have never been disappointed. I am sure that there will be a 4th time as they offer value for money and great service. All the staff that I've dealt with have been knowledgeable and great to talk with.
Sail away ,sail away ,sail away
I called and dealt with a lovely lady called April.
Omg her knowledge and assistance were 1st rate. Felt confident enough to book the cruise next day. Her emails were prompt
Booking My Trip.
Very easy to contact the company and to make my initial booking. This sounds an amazing holiday with interesting ports. Will be looking forward to this wonderful trip. Thank you Pani
Booking was smooth and professional
This is just a booking review, Pani was very thorough and explained all details! He answered all my queries and we are looking forward to a great cruise in 2023!
Questions & Answers
Booked 2 cruises back in 2021, due to Covid they had been cancelled and I was offered to get a refund or credit on 24 March 2022. I wrote back on 29 March 2022 that I would like to get a refund for both cancellations and received a reply from Tara Fenton on 31 March 2022 that they will get back to me within 3-4 weeks. Since I hadn't heard anything from them, I emailed them again on 17 May 2022 and received an automated reply that they will reply within 5 working business days. Admittedly, it's shy one day of 5 working days, but I am sick of being ignored and would like to know what happened to my refund.
Booking ref no: MYC 6890 and MYC 15943
I have not had that problem yet, but My Cruises should have refunded the monies when they said they would
Hi Hajar, thank you for taking the time to leave us with this feedback. Our Customer Service team have now been in touch regarding your refund.
Thank you for the response. I haven't heard from them yet, but will certainly let you know if I have any more problems. You have been very efficient and prompt and I appreciate it very...
I've sent 3 follow up emails & made 3 phone calls too to MyCruises to follow up on amount of final payment for our Alaska Tour this September. I haven't had a response yet & it's very frustrating dealing with MyCruises. My booking reference is :MYC-18573.
Has anyone experience the same poor customer service from My Cruises.
I understand your frustration. I am just a punter like everyone else and not an apoligist for MyCruises. That said, MyCruises have explained to me that they have suffered a double whammy of staff resi...gnations and hugely increased demand. They say they are reulcatnt to hire people who are untrained to fill the gap, but have taken on new staff and enrolled them in training to ensure their competence. This tales timer, and existing trained staff as very pressed. This may be true or not, and I have also experienced delays in repsonding, but they seem to me to be doing their best in difficult times. As an enthusitsic and expeperienced traveller who has had his own adventures during the pandemic (including almost being trapped in Cyprus whent Emirates suspended services), I sympathise with the people trying to deal with the new realities as the industry comes out of hybernation. Thanks for supporting travel. Good luck finding adeuate insurance and enjoy your trip. Andrew
Hi Gil, thank you for taking the time to leave this feedback, and we apologise for the lack of communication - rest assured that we haven't forgotten about you! I will pass your booking reference on t...o our customer service team so that they can get in touch with more information regarding your booking.
Kathrina, thansks for the feed back. I've been following up this matter since Dec 2021. Can you tell me if they will be contacting me today, tomorrow or when? I feel like I've been waiting for noth...ing. The two times I've called I was told your Cruiseair Team will be contacting within 3 days. It's now almost 2 weeks but no call yet.
Who do you recommend on the Gold Coast as a representive for my cruises
Hi Mona, our fantastic team of Cruise Experts are all based here on the Gold Coast.
Get an answer from our members and My Cruises representatives
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