If things don’t go to plan they don’t want to know and leave you in the lurch with a massive additional bill! We had booked a cruise trip with Vision Cruises travelling from Manchester to Heathrow, staying at the Heathrow Renaissance overnight then onto Singapore staying 2 nights before boarding the cruise ship to travel around Asia, return travel the same Singapore to Heathrow overnight at Heathrow Renaissance then back to Manchester. On the day we travelled 31st January 19 there was heavy overnight snow and on arriving at M/c international Airport we found it to be closed and in fact couldn't actually get to the terminal as roads were closed as we hadn't had any contact from Vision we went onto BA website where our flight was listed as cancelled and 'all passengers would be refunded' we therefore decided that to ensure we got to Heathrow we would travel via train instead- we rang Vision cruise a number of times to relay this information and there is actually a recorded call from us whilst we are travelling on the train telling them that's what we were doing. We arrived at Heathrow and booked in at Heathrow Renaissance where there were no messages from Vision Cruise and we hadn't had any further calls or messages from them. We proceed with the trip in Singapore then onto the ship, the first we heard from Vision Cruise was a message via reception on the ship the day before we were disembarking telling us Vision Cruise had been in contact and there was a problem with our return flight from Heathrow to M/c we rang Vision Cruise to see what the problem was to be advised that they had in fact re booked us on an alternative flight ( which we obviously hadn't instructed them to do) and as we hadn't made that flight we were deemed a 'no show' by BA and our return flight was cancelled we were then advised they could book us a new return flight but we would have to pay for this at an extortionate cost of £250 each, as we had no alternative but to agree to this as we were still at Sea etc and needed a flight back to M/c we agreed to this but advised them we weren't happy and would pursue this on our return. Since returning we have been in regular contact with them but repeatedly get told the same thing by their customer service people which amounts to its our fault for not showing on the original flight to Heathrow, I asked for this issue to be escalated to the Managing Director who could contact me by e mail or mobile phone to try and resolve things but today after over 4 weeks waiting for him to return from vacation we were told he's not interested in this and left it with his customer service people so we are back where we started. Apart from the stress and inconvenience caused by the Airport closure which obviously was not a cause of Vision Cruise we acted in good faith to ensure we could continue the trip which cost us £250 in train fares and an additional flight as previously listed total cost of £750. Not only are they disinterested in our complaint but they are actually still blaming us for not waiting at the airport ( which was closed) for our cancelled flight. DO NOT USE THIS COMPANY it says it all when the Managing director cant be bothered to speak with you and Kath in Customer Services doesn’t let you speak and sniggers at everything you say. We are taking legal advice.