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:08/17/2022

  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.

  I purchased an *** Cruise for 5 people from Tim R*** with Cruise Web. On 8/16/2021 $1000.00 deposit was paid to Cruise Web & on 2/7/2022 the remaining balance of $3875.00 was paid. On 6/3/2022 our flight and all subsequent flights from Phx to Miami were cancelled due to a tropical storm which prevented us from making our cruise. I called Tim R*** at Cruise Web the next day letting him know of the situation and he told me that he doubts *** will give me a refund or future credit, but if I write *** a letter informing them of the situation I might be able to get a refund or credit. Additionally, he said for me to be patient because they are slow in responding. I patiently waited for about one month and called *** Cruises. After being on hold for over 30 minutes, I hung up. I, then called Tim and he said to give them a bit more time, which I did. I called *** Cruises back again on August 7, 2022 and spoke with ****** who told me that we need to get Tim R*** on a 3-way conference call in order for me to get my cruise credit. I ended the call with ****** and called Tim R***. Initially, he was very polite and professional, but after I filled him in on the situation, he immediately became short and rude, asking, “why do they need me to get on the call? I can’t do anything about it anyway.” I said to him that is what *** is requiring so that I can obtain my cruise credit. He reiterated again that he cant do anything about it anyway. I then said to him that I will call *** and we’ll get him on the call. He, then said to me, “I don’t know how long I will be here because I have a flood at my house.” We ended the call with me saying that I will call *** now. After I called *** back, another rep answered my call and said I need to call his supervisor. I tried calling but voicemail came on stating they were closed. I, then filed a dispute with my bank but they said since the dispute was filed outside the timeframe, they closed the dispute.

  

  Business Response

  Date: 08/30/2022

  Hello,

  We were sorry to hear about **************'s canceled flights.  Unfortunately, those flights were not booked with our agency.  Further, **. ***** opted to not purchase travel insurance, which would have covered this type of loss.  Our agency has also escalated ****************** situation to ***, however, *** cruise has not offered any kind of compensation for her cruise cancelation penalties.  Please understand that The Cruise Web has not charged any cancellation fees, and the losses incurred on this reservation are due to the policies of *** cruises.  

  Thank you.