The reprehensible, disgraceful treatment of customers by Cruise 118.com in regard to refunds not being made for cruises cancelled by them as far back as March2020 is well documented.
In my own situation it look the intervention of Credit Card company "chargeback" when I finally received my refund after 18 weeks of sheer ignorance and excuses made by this Ltd company. They use customers money and furloughed government payments to extend their own cashflow. Excuses like blaming third party cruise and air partners do not wash, all their admin staff who apparently are skilled to carry out refund were conveniently at home and not able to speedily deal with high volume. Utter Rubbish!! A data spreadsheet of all refunds etc with full individual customer details can be formed from each file of listed cruise cancelled, and formulate bank/credit card source refund. Your customers are consummate professional business people not idiots.
Cruise 118 will send out standard "we are sorry for unprecedented delay, someone else is holding up processing your claim" email with your name on as if it is personal to you. Disgraceful. Example: I received a standard email saying just this...... two days AFTER receiving refund. Amazing personal service, their slogan "Exceptional as standard" should add "for gullible people"!!
The cruise booking, not my first with Cruise 118, was a disaster from the start. Booked in August 2019 to get better value for early confirmation, was clearly defined by customer sales rep that he had secured a cabin within my chosen area, but could not detail it until December when I paid my balance. The end product was probably one of the worst cabin positions on the ship, said it could not be changed (according to RCC no problem plenty of alternative but had to go through agent) and subsequently Cruise 118 wanted £1000.00 to upgrade to better cabin position. After that they did not answer my emails, and calls on telephone joined queues over 45 minutes waiting time.
So please new and present customers do not be fooled, all the "flannel" about we care, goes out the window once booking and their commission is secured with full payment, you are just "A RESERVATION NUMBER" and sort you own problems out.
This company has shown its true colours, it took a pandemic to justify who they really are in customer service terms.
Incidentally, to prove the point, I had received refunds from reputable travel firms linked to this extended holiday booked direct by me. It only took three weeks in most cases, and lockdown was in force for everyone yet THEY coped. In one instance it was a non-refundable hotel, yet they paid back my money without a fuss, securing their reputation.
So I say to Alison Earnshaw, Managing Director, all your bragging rights in your booklets sent in post and online etc are worthless, your annual £13 million booking turnover is about to take a dive. Your company has shown little integrity when it comes to looking after your valued customer for the future. You are worthy of more bad publicity because I just got my money back after you held it free of charge for 11 months, nothing else!!!!
Thanks for nothing.