Reviews

Review Details

• Review fromEdith P.

  Date: 08/15/2023

  1 star

  Edith P.

  Date: 08/15/2023

  This letter is a complaint against Poseidon Expeditions artic cruise. They have an office at *******************************************************************. I ask that they be investigated for unfair business practices, breach of contract and false advertising. My husband and I booked and participated in "The Best of ********" cruise for July ****, 2023 for $24,590.00. Their literature stated that the air flight from ******************** to ****, ****** at the conclusion of the trip was included. We requested a needed early flight to make our planned and paid for travel plans to ******** on July 18 possible. For whatever reason, the office in *** would not confirm our flight until late June when we were in Europe. They placed us on a late 7:30 pm flight although they posted two earlier flights but not the late flight, and we had to disembark at 8 am.We immediately sent several emails to the office and received 'no seats available on earlier flights' or 'we will not change your flight'. We met with the company rep in ******** and were told that they were independent and could not help us. In panic, we booked a flight on an earlier time (available) for$960. On board, we asked for a refund for a flight we could not use and were again told they were independent and could not help us. The company included bus transportation to the airport for the two earlier flights but no transportation for the flight we were put on. The company refuses to refund us the cost of the tickets. We feel this is false advertising, breach of contract and unfair business practice. We ask that you investigate this company. If you do not, could you give us a company to contact?

  Poseidon Expeditions USA, LLC

  Date: 08/21/2023

  Dear *****, While it is true that you were not allowed to board in 2022 when your husband tested positive for Covid-19, this was the policy of our ship as well as all other expedition ships at that time. Knowingly exposing our passengers, staff and crew to an active case of ***** went against all safety and medical protocols that were in place at that time. They were clearly stated in all of our literature. As a gesture of goodwill we transferred the entirety of your payment from this cruise to the one in 2023 which was. according to the Terms and Conditions you signed, was non-refundable, non-transferable. Your air was not booked through Poseidon Expeditions and therefore, due to privacy issues, we could not access your airline records to assist with rebooking the flight. Our sales **** ********* assisted you while in ********* but she was not able to make changes for your flight. You were successful in rebooking your flight out that day. You flew home on the same plane as ********. Regarding this years flight issue, at no time did we publish or promise flight times. On your passenger forms you listed a flight from ************ to **** as your departure flight. There was no mention of a flight out of **** to ********. We have email saying you were leaving the US early for a trip to Europe prior to the expedition, but no mention of ******** until June 26, 2023, ten days prior to your expedition. When we asked you about your ongoing flight we received no answer until July 5th, at which time it was too late for us to change your tickets that were non-changeable and non-refundable. The flights we booked for you were on July 17, 2023, as promised and did not cause any misconnect with your ongoing flight on July 18th. We did everything according to policy and the promise to our customers.
  
  

  Edith P.

  Date: 08/24/2023

  The issue at hand is unusable booked flight arrangements in 2023, not COVID. This flight was advertised and part of the contract. You booked us on a late evening flight from ************ to **** which would make our ongoing connections extremely difficult. There were two earlier flights that day available, although earlier we were told that there were no seats available. We had to disembark from the ship at 8:00 am. Every passenger we met was on the two earlier flights, but us. Your company provided promised transportation from the town to the airport for the two earlier flights but did not have arrangements to transport persons for the late evening flight. Before we left for Europe, you told us that flight arrangements had not yet been finalized and you only informed us when we were in Europe that our flight was very late. We immediately informed you that this was not satisfactory, but you stalled and stalled with various emails and then finally said that nothing was available. In ************ and again on the ship, we repeatedly asked for help in this matter to no avail. It seems your company has no interest in customer satisfaction and we are requesting regulatory agencies investigate your advertising, which we find deceitful and for breach of contract. We request that you furnish us with the address of the company main office which no one on the ship or island would furnish us.