Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/15/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband is 85 soon to be 86 in August. Their way of scamming elders is deplorable. Nothing was explained except we were buying protection in other words insurance. This is elder abuse and I know we are not the only ones this has happened to.

  Business Response

  Date: 07/15/2025

  **** *** **********

  We are in
  receipt of the complaint submitted by **** **** regarding the
  cancellation of their ***** *********** cruise. While we regret to that they are
  unable to sail with us, their reservation was handled in accordance with the
  terms governing it at the time of cancellation.
  
  The terms
  of our cancellation policies are transparent, well publicized, and available to
  all guests through our website, on all receipts, and through our Cruise
  Specialists. The ****** confirmed their reservation on May 3, 2025,
  including the purchase of our Cancel For Any Reason Cancellation Protection
  Plan (CFAR). Pursuant to their direction on June 10, 2025, their reservation was
  cancelled. The Plan is non-refundable in the event of a cancellation and their
  cancellation did not fall within our 24-hour cancellation policy to be eligible
  for a 100% refund.
  
  Their
  Cancellation Administrative Change remains available to apply toward a future
  cruise and we hope to welcome them aboard in the future. Enclosed, please see a
  copy of their cancellation receipts which includes the cancellation terms.
  
  Sincerely,

  American Cruise Lines

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** may 2   wanted to go may 13

  Business Response

  Date: 03/17/2025

  **** *** **********

  We are in receipt of the complaint submitted by the consumer. We are unable to locate any reservation or inquiry with the identifying information provided and believe this may have been intended for another company. We ask that they provide a booking number or names exactly as they appear on their booking confirmation for verification.

  Sincerely,

  American Cruise Lines

  Business Response

  Date: 03/24/2025

  Dear *** *********,

  With the given information, we were able to find the reservation made for *** ****** (their name and email is different than what we have on file for them than in this complaint).

  Their reservation was handled by their Travel Agent whom is responsible for properly reserving clients on the desired date and communicating all pertinent details of the booking to the traveler. The reservation was made in December 2024. We were not made aware of the date change request until their Travel Agent inquired on March 6th, 2025. While we are open to making an exception in this case as a courtesy, the sailing being requested is fully sold out with no capacity to move them. Should a vacancy arise, we recommend their Travel Agent contact our Customer Service team at ###-###-#### and we will work to confirm them on the desired date.

  Sincerely,

  American Cruise Lines

• Initial Complaint

  Date:03/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******s in our opinion.

  Business Response

  Date: 03/11/2025

  **** *** **********

  We have reviewed the complaint submitted by *** *** **** ******* and the details of their reservation cancellation and thank them for providing the additional details. We have honored the 24-hour cancellation and reversed the cancellation on their form of payment as a one-time courtesy based on the timing of their notice to cancel. We hope to welcome them aboard in the future.

  Sincerely,

  American Cruise Lines

  Business Response

  Date: 03/11/2025

  **** *** **********

  We have reviewed the complaint submitted by *** *** **** ******* and the details of their reservation cancellation and thank them for providing the additional details. We have honored the 24-hour cancellation and reversed the cancellation on their form of payment as a one-time courtesy based on the timing of their notice to cancel. We hope to welcome them aboard in the future.

  Sincerely,

  American Cruise Lines

  Customer Answer

  Date: 03/13/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As I booked this cruise I requested that I would need to have "TRIP Insurance". The cruise specialist informed me that they had a trip insurance policy, that they would be happy to sell me. At no time did the specialist state that this was not insurance which they now claim was not insurance but a company policy that has many requirements which were not stated.  It was clearly  misrepresented to me. At the time of agreement I did not have a copy of what I was required to do to maintain this policy and that I had to cancel within 24 hours of purchasing the policy. It was sold to me as a 100% refund of my costs if I cancelled prior to 91 days of departure. I did cancel within the 91 day requirement and was the sent a letter that there would be a $250.00 per person charge because of the cancellation. Never was this represented to me of these charges and again I did not receive any information of these charges until after I fully paid for the insurance and charged to my credit card. I expected a 100% refund of the monies I paid to them as was what we discussed verbally. At the time of my purchase I was aware that the cost of the insurance would not be refundable, but when they offered me a $300.00 refund from a %2,140.00 initial down payment, I realized that the insurance was a scam and would not ever want to deal with this company. I do expect a full refund of all monies I paid for the fraudulent and deceptive business practices that they used on me. They claim that this is in their policy (not insurance) but is not clearly stated when you book this. None of this information is explaned to us. Just a push to close the deal.
  
  
  
  Sincerely,
  
  
  
  ****** ******as the costs of their insurance policy. Well due to scheduling conflicts I did need to cancel. I did receive their cancellation settlement in a form letter explaining that they deducted $500.00 from my return for administration fees, leaving me a total of $300.00 to be returned from The $2,140.00 I paid. I believe that from the conversation I had with the cruise specialist that they were completely deceptive with their information that they gave me on the phone and fraudulent with the information that they provided. As of today, March 04, 2025 I have not received any return of my monies and although I contacted them the cruse specialist cannot offer any information on cancellations. Do to their fraudulent and deceptive sales tactics I believe I am entitled to a full refund of the $2,140.00 that I paid as if all the information that came out after payment I believe that I would never have purchased their insurance and went to another reputable company.

  Business Response

  Date: 03/24/2025

  **** *** **********

  We are in receipt of the complaint submitted by *** ****** and appreciate him taking the time to articulate the cancellation of their ***** *********** cruise. While we regret they will be unable to join us on their scheduled embarkation, the cancellation was handled in accordance with American Cruise Lines’ Cancellation Policy.
  
  The terms of our cancellation policies are transparent, well publicized, and available to all guests through our website, on all receipts, and through our Cruise Specialists. The policy is transparent about all fees, including the $250 per person cancellation administrative charge. The Administrative Charge is non-refundable and will remain available for use as a courtesy discount toward any cruise booked within one year of your cancellation.

  *** ****** have disputed the charges for their reservation through their credit card company. We recommend they continue working with their issuing bank for further information regarding the status.

  Sincerely,

  American Cruise Lines

  Business Response

  Date: 03/26/2025

  **** *** *********,

  As previously stated, the terms of our plan are readily available before confirming the reservation or payment. We are clear to state that this Plan is not insurance. The Cancel For Any Reason Protection Plan is a cancellation fee waiver program provided by American Cruise Lines. It is an addendum to American Cruise Lines’ Passenger Contract that replaces the Passenger Contract’s standard cancellation terms. Our Cruise Specialists are trained and readily available to answer any questions regarding the coverage and terms.

  During this active credit card dispute, we are unable to review their complaint further until proof of closure is provided as we work directly with their bank.

  Sincerely,

  American Cruise Lines

   

  Customer Answer

  Date: 03/29/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The American Cruise Line statement that there rules are readily available and posted is simply not true. They give you no information on their policy's and do not give you time to read the rules prior to purchase, The cruise specialist are very adept to talking you in to paying for your trip with no explanation as to the contents and time schedule of their contract. They are good at closing the trip without specific details of the cancel for any reason contract which now appears to be 24 hours. Deceptive!
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 04/09/2025

  Dear *** *********,

  We understand that *** ****** remains dissatisfied. Our Cruise Specialists are trained and ready to assist with any questions or clarification to our cancellation terms. They are also printed on all receipts including the one provided at the time of the reservation, and our website should you wish to review the terms before committing to the reservation at *******************************************************. We strive for transparency and appreciate his feedback.

  Sincerely,

  American Cruise Lines

• Initial Complaint

  Date:03/03/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They refuse to remove my mailing address from their list despite the several requests I have made including a **** privacy request.

  Business Response

  Date: 03/04/2025

  **** *** **********

  We are in receipt of the complaint submitted by *** *****. We are unable to locate any record of their information on our mailing list or systems with the information provided. We ask that *** ***** please submit a full photo of any mailing piece so that we may investigate and work to identify where the mailings may be getting triggered from and we will be happy to remove it.

  Thank you,

  American Cruise Lines

• Initial Complaint

  Date:01/17/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 01/27/2025

  Dear *** *********, 
  
  We are in receipt of the complaint submitted by *** *** **** ****** regarding their future Colombia and ***** *****s cruise in August.
  
  Flat-rate domestic airfare is offered on all itineraries and we work to be clear that promotional offers are available on select cruises through our Cruise Specialists and across marketing materials. Complimentary airfare was not a current promotion running for the itinerary the ******** selected.
  
  Should this promotion become available in the future, the ******** may call ###-###-#### to speak with our Customer Service team. We look forward to welcoming them aboard.
  
  Sincerely,
  
  American Cruise Lines

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: how would I know we were going to cancel within 24 hours.  My husband just got diagnosed with Alzheimers.  We do not know how he will be in October or if he will even be here. That is why I got the insurance. How will I get my $1300 back. No one answers when you email.
  
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 12/16/2024

  Dear Mr. *********,

  We are in receipt of the complaint submitted by **** ******* regarding the cancellation of their ***** ********* cruise. While we regret to that
  they were unable to sail with us, their reservation was handled in accordance
  with the terms governing it at the time of cancellation.

  The Terms of our cancellation policies are transparent, well publicized, and available to all guests through our website, on all receipts, and through our Cruise Specialists. The ********* confirmed their reservation on November 7th, 2024, including the purchase of our Cancel For Any Reason Cancellation Protection Plan (CFAR). Pursuant to their direction on December 2, 2024, their reservation was cancelled. The Plan is non-refundable in the event of a cancellation and their cancellation did not fall within our 24-hour cancellation policy to be eligible for a 100% refund.

  Their Cancellation Administrative Change remains available to apply toward a future cruise and we hope to welcome them aboard in the future. Enclosed, please see a copy of the receipt provided to the ********* at the time of their reservation which includes the cancellation terms.

  Sincerely,

  American Cruise Lines

• Initial Complaint

  Date:12/05/2024

  Type:Facilities Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our room was inferior as compared to the others on the ship. The rug was soaked which the manager tried to rectify by giving us a dehumidifier which we had to empty every 4 hours 24/7. After tolerating this situation for 2 days the manager gave us the room next door which wasn’t much better.

  Business Response

  Date: 12/16/2024

  **** *** **********

  We are in receipt of the complaint submitted by *** ******** regarding their recent cruise aboard the ******** ********. While we are glad to read temporary solutions were provided during their cruise, we regret that the plumbing issue in their stateroom left a negative impact on their overall experience. The issues cited have since been resolved by our Engineering team and we are confident that they will not experience a similar situation again.

  Upon receipt of their letters and emails, our Customer Service team provided a courtesy discount toward their next trip in hopes to regain their confidence in continuing to travel with us. We hope to welcome them back aboard in the future to provide the enjoyable experience for which we are known.

  Sincerely,

  American Cruise Lines