Complaints

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• Initial Complaint

  Date:09/02/2022

  Type:Billing 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.

  Date Of Family Reunion Honoring 87 year old Triple Bypass Patient: Saturday August 13, 2022
  Amount paid: $1442.45 (Receipt attached) 17 Guest (Chance of less attending)
  Reason For Dispute: Brogan K***** sales representative for SpiritLine Cruises told me to estimate more guests than less to ensure there would be adequate food available on the ship. Brogan assured me that if the amount of attendees was less than the projected, she would refund the balance. Since only 12 attended the Dinner Cruise, I requested Brogan refund the balance for the 5 or $424.25. In addition, the waitress on the ship wrote down on the invoice that we would be refunded for the 5 missing attendees. However, to my disgust, after the cruise, Brogan K***** and SpiritLine Cruises is refusing to refund the $424.25 as promised.
  
  Further, SpiritLine Cruises owner and management team have refused to respond but instead have elected to ignore my request.
  
  Action Sought: I would like BBB to file this complaint and contact SpiritLine Cruises to issue my refund immediately.
  

  Business Response

  Date: 09/13/2022

  Business Response /* (1000, 5, 2022/09/06) */
  RE: ***** *** ********
  Complaint #********
  
  SpiritLine Cruises & Events requires each group booking to sign a group contract. At the time of booking, we suggest to the Group Leader to book what the maximum number of passengers they feel could be joining the group for the date that is blocked out. This should insure seats for the group as we sell out frequently in advance - like this particular evening (August 13, 2022). Ms. ******** (Group leader) signed such agreement (see last page of attached) on June 24, 2022 acknowledging the terms of the group booking.
  
  On the very first page of the agreement it states:
  "This contract is for the approximate number of passengers. Final count of passengers is due 14 days prior to cruise date. If final count is not received 14 days prior, the client will be billed for the approximate number of passengers originally booked."
  
  The final head count Ms. ******** provided our group sales coordinator was 17 which is what was billed for and we honored. The evening of the cruise (August 13, 2022) Ms. ********'s group shows with 12 and requests a refund from the server. This cannot be authorized or processed on board and is in breach of contract since this final headcount again is needed 14 days prior to cruise date which in this case is July 31, 2022.
  
  Group Sales quickly responded to Ms. ********'s email on August 19 (see below from Tripleseat our client management software) after she requested this 6 days after the cruise and offered Ms. ******** a refund for 5 people that no showed/no called for this event, but this now is not consider a group (stated on SpiritLineCruises.com) and the per passenger cost will go up. Finally, on September 1, Ms. ******** replied to SpiritLine Cruise sales' email (date of this complaint) that she had not received her refund. At this point, we finally know she would like this, so the group rate was removed and number dropped to 12 at rack rate anyone would receive booking this number. A refund of $343.25 was processed on September 1 (date she communicated with us before we received this complaint). This is way more than we should have offered considering this breach of contract on Ms. ********'s part with regards to the number of passengers she had committed to on behalf of the group.
  
  Not only did/does this cost the company that revenue (which was agreed upon by Ms. ********), but we lost the ability to resell these seats. In addition and more importantly; this effects the food servers, bartenders and entire crew since they work mainly off of gratuities cruisers provide especially coming out of the World Pandemic of Covid.
  
  
  
  August 16th @ 9:00 am
  
  "Hi *****,
  
  I hope you're doing well! I received a voicemail regarding no-shows for Saturday evening's dinner cruise. Unfortunately we do not process refunds after the fact. Any headcount adjustments needed to be made prior to your cruise, as we pay our caterers for the final headcount provided. Please refer to section #3 in your signed contract."
  
  August 19th @ 12:12 am
  
  "Brogan you told me on the phone you would refund if we over counted.
  
  
  I expect you to keep your word and issue the refund of 5 * $85 pp.
  
  Otherwise, please have your manager contact me at once.
  
  Thank you.
  Ms ********"
  
  August 19th @ 2:10 pm
  
  "Hi *****,
  
  I have forwarded your information to our Vice President of Operations, Ian H*****. He is out of the office but will be in touch Monday to discuss your contract."
  
  No response from Ms. ********
  
  August 22nd @ 1:28 pm
  
  Hi *****,
  
  I have spoken with our Vice President of Operations, Ian H*****. We are happy to refund a total of $343.25. Reservations that drop below 15 or more are no longer considered a group. The individual rate for a Saturday evening is $85.60. With dessert included in your reservation ($6) the total comes to $1,099.20 or $91.60 x 12.
  
  September 1st @ 2:17 pm
  
  Brogan
  Thank you for your response. However, I do not see the refund in my account. When should it be expected?
  
  Refund processed September 1st at 2:46 pm - Refund email was opened