Ozcruising Questions & Answers
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How long should I wait for a response to my email?
I was a loyal customer of Ozcruising for over twenty years. They have now banned me after I threatened to take my complaint to the ombudsman. There customer service since covid is not existant. Any company or business that happily accepts thousands of dollars from clients but doesn't have the phone connected is a undeniable red flag that can't be ignored. I've waited in excess of six weeks for an email reply. I'm still waiting over three months for a reply to why I was banned from Ozcruising and if they think there company has problems with integrity and customer service. Anyone considering using this company should think twice. My advice is to book DIRECTLY with the cruise company.
I'm constantly getting the is the cruise company fault after Oz cruising booked a twin room and we paid for a triple so the 3rd passenger slept on the floor but Royal Carribean won't take blame . Then get email from Oz Cruising saying Royal has offered 20% off next cruise but Royal Carribean knows nothing of this Such a joke
Is there anyone who paid Oz Cruising for a cruise then they did not pay the cruise company who then cancelled your booking because Oz Cruising did not pay them even though the cruise did actually sail? We have only read these reviews after we had booked a cruise for May 2023, paid in full to Oz Cruising and the final payment date is soon. We will definitely read the reviews before not after!
Did you end up sailing Brett? We're at this stage now too. P&O haven't had payment yet from them but we've paid OzCruising.
Hi Soph, Yes we ended up sailing. In fact, we have just booked another cruise with Oz Cruising. The P & O Sydney to Singapore on Jan 30 2024 and the premium balcony cabin was $1,000 cheaper than any deal offered by P & O and the other cruise agents. They are a company based in Canberra but during Covid they got rid of all their staff except for the two owners and computerised their whole system. So when you book, get confirmation, request for payments, receipt emails etc. it is all automated by computer. The computer will pay P & O on the date the payment is due. The only problem with Oz Cruising is they don't answer emails really and they have no phone number you can call. You should have received a text from Oz Cruising with your P & O Cruise Booking number, usually with three letters and three numbers eg. B5E7H2 or something. Go to P & O Cruise Control online and use this to log in. You will see your booking and you can complete your P&O check in. They allocate cabins closer to departure. What causes the problems with Oz Cruising is if the cruise line cancels the cruise. Their computer has to wait till the cruise line refunds the money to Oz Cruising and this takes time.
Hi soph did Oz cruising end up sending the payment through to them?
We are unaware who to book with are you a legitimate company
I have used cruise mega store in the past and had no issues. Or you could go direct with the cruise company
Hi I book with oz cruising for myself and family I Put my son date of birth Wrong I don’t know how I can fixed that and I pay full amount. I worry about maybe they not Except him. Could you please if anyone knows about this problem please let me know.
You have to call the cruise line direct to amend (not ozcruising)
I am reading lots of negative past reviews, are Ozcruising reliable and safe to be booking my future cruise with ?.
Be careful -- check that the price you are paying is the same as booking with the cruiseline direct -- then to be honest if the price is the same I would go direct to cruise company. Because Ozcruising doesn't have a phone line so if anything at all goes wrong you won't be able to talk to them directly - unlike the cruise cmpanies that have phone lines and people to answer your questions - and in my experience Ozcruising only answer emails when they have bad news for you that is going to be in their favour. I have nothing good to report about my experiences with Ozcruising.
I've also read the reviews and I was not reassured by them. But in my experience, although I waited a long time for my refund, I received it in exactly the time frame that they said they would. My parents were able to book a new cruise with their cruise credit with no issues at all. It is my understanding that they are a reputable business that was unfortunately saddled with the disaster that was covid.
100% unreliable. I am still fighting them for my refund of the 85% of the cruise cost I paid, when they elected to cancel, and just three hours after I paid an additional $420. I only received a $200 refund from a different 2020 cruise after more than two years. This was after the tourism industry received $982m in government COVID assistance. Acknowledging OZcrusing wouldn't have received that , there should certainly be enough to do better than they did. Follow the advice of the other posters; go directly to the cruise line. Subscribe to the cruiseline - you'll get notifcations of any upcoming deals and go directly.
We have booked a cruise with your company from Sydney to Cairns and back on July 25 Cruise codeX228N. Do we need a PCR test before travel
We were booked for a cruise on Carnival cruises for November. Our cruise was cancelled on the 4th February 2022 - for a cruise in November. We’ve basically been told not to expect our refund for up to 160 days post the sail date. Meaning they are planning to hold onto our money until April 2023. They give the excuse of not having enough staff to process the refunds - but amazingly have enough staff to keep taking bookings. I can’t call anyone and emails are not responded to. This is so disappointing for a cruise company I use to respect. I think it’s unreasonable to make people wait this long. I also think it’s criminal that this company is allowed to continue to operate this way. It’s not Australian. I’d like to know if anyone has received their refund and how can contact someone in this company to get an explanation and not a rote response. I’ve also made a complaint to the ACCC.
cruise paid for the carnival 2022 october cruise tried to log on booking number for carnival but it wouldnt allow me so l rang carnival they said that my booking was cancelled they advised me to contact oz cruising so l sent they a email does anyone know whats going on cheers
no just automated responses, however i did get a reply from "Colleen" a few months back but nothing since
Im still waiting and no answer from them and they have my money and I want to pay for a cruise with it. So frustrating..
No phone number seems ridiculous - they never answer emails unless it is to tell you they can't do anything to help you
I have to agree with most my cruise was cancelled i have contacted P&0 directly and ive been told i have to wait till oz cruising refund this is ridiculous you cant call them and they are not responding to my emails this is totally not fare that people are waiting on there refund this is not good enough they were certainly happy to take my money
Yes I agree, a class action is our best hope. Spread the word to the others.
do we try consumer affairs first ?
We would like to know when we will receive a refund from Oz cruising. Our money has been refunded to them from Royal Caribbean. Unable to contact them by phone and no answers to our emails. Imelda & Thomas Atherton, 46 George Street, Holmesville. 2286
I fully agree , sent multiple emails NOTHING BACK
Hallo how much is inside cabin for queen Mary from frio to Southampton 41 nights please
Why wont Ozcruising answer my emails about my fully paid booked cancelled and rebooked cruise that Carnival have no details about saying I only have a deposit there. They say Ozcruising has my money.....
Same treatment to us , I'm over it so rude
how did u go oz cruising didnt pay my depoist to carnival so the room is cancelled and the cruise is fully paid for they wont answer any emails l dont know what to do cheers
I am still waiting for them to contact me.......
Could you please provide customers with an update on your refund processing. Your website information is extremely dated. We are waiting on a refund for a deposit (paid in February 2020) for a cruise that should be sailing now. The cruise was cancelled by P&O in September and you were forwarded our refund almost immediately. We understand you have had to process many refunds but please provide your customers with an accurate and meaningful statement to assist with customer confidence in your brand.
Mate same been waiting for refund since July 2020 useless and now have contacted the ACCC
Have just done the same. Good luck!!
When will I get my refund for canceled cruise booking no 6jdgwc. P and o have said they processed the refund back in nov. thank you from arthurhoban@gmail.com
Inquiring about how to get a refund run on cruise booking no5mx7mp cruise number w018?
How did you go? Any luck with your refund? We are still waiting for ours from March 2020
I submitted a cruise booking through ozcruising to see the cruise deposit amount and OBC as you can’t see until you have completed a booking request. The booking I have asked to be cancelled numerous times with no response. As my FCC has been applied to the booking and I don’t want to book that cruise I was just looking. Usually you have 3 days to pay or it’s cancelled but somehow this doesn’t need a deposit they still won’t cancel it.
there is no way i can contact ozcruising at the moment.Every time itry to get a way to reach them it comes back no service availible.Any one else hah this problem?Thanks JackHaley
The Office has closed down, and a small number of Staff are working from home. sales@ozcruising.com.au is the only contact
Maybe I’m a little untrusting but a little odd that all of a sudden there are these ultra positive reviews..... Positive reviewers: When were or are your cruises booked for? How many cruises have you booked and taken with Ozcruising? When did you contact them? Ozcruising have been uncontactable for months either by email or phone!!!
Still can't contact them and have been waiting for our refund since March 2020
Why do Ozcruising not answer their phones or reply to emails even although they are promising replies within 10 to 15 days and why are they not paying out refunds within 90 days as promised on their original cancellation forms. P&O have told me that Ozcruising would receive our refund within 60 days but Ozcruisings’ automatic response says we won’t get a payout within two and a half years. Why?
Hi Lawrie, Can only guess that they hold onto our money in their account as security. as one of the other reviewers said "The banks who provide credit card merchant facilities to travel agents require them to hold large amounts of cash as security"
That is a pretty weak excuse for a company that wants to carry on trading after the pandemic. Promising 90 days refund and changing it to 2 years credit is not the action of an honest company desiring to continue in business. I ask ‘why’ because this company’s inaction and lack of response is quite baffling to me. I was hoping for a convincing explanation direct from OzCruising. The whole fiasco only makes sense to me if OzCruising is colluding with P&O to avoid paying out refunds. P&O refuse to get involved, even although the actions of OzCruising as one of their agents is reprehensible.
This is a part of OZ automatic email reply....obviously a blatant lie as RC has confirmed that OZCRUSING have received our refund money (less than 45 days after requesting a refund not a FCC). The pandemic reason is getting a little thin.. especially when you consider that this is an online travel agent ...who can work from any remote computer.
Q: When will my refund come through?
We have been informed by most of the Cruise lines that refund processing times have increased substantially, this has had an impact on our ability to process refunds for some time.
Unfortunately, due to the Cruise Lines taking longer to refund money it will take at least 6 9 months before the funds are received by our office, once received we will prioritise these in cruise date order. We appreciate your patience and understanding as we process a high volume of refunds due to the global pandemic and reduced staffing levels.
Quick refund. Just contacted AMEX said allthough merchant good ,they couldnt deliver product I had paid for. AMEX had money back in my card in less than 24 hours. Dam AMEX a good product.
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