“I waited 18 weeks for my just under 6k refund after my cruise was cancelled two days after I paid the outstanding amount, they also sent the refund to my partner not me by two separate cheques even though their terms and conditions state refund same as payment method. I paid by credit cards, like other customers I will not use this company again.”
“We booked a Vietnam/Cambodia river cruise in March 2021 and paid £1500, due to travel in March 2022.
Then in December 2021 we were told we would have to change the dates due to covid, this was changed to October 2022. 16thJune that year, full payment was made, totalling to nearly £6000. 6th July, only 3weeks later, received an email to say APT were suspending sailings till the following year. By this time we decided to get our money back, were told, normally takes 3-4weeks but could take up to 8. One month goes by, heard nothing, was fobbed off when calling,so a week later decided to contact APT direct. They told us due to an error on their part the refund had not been processed and would be dealt with right away. Two weeks later, heard nothing, rang ROL, was told a cheque had been sent 10days earlier, not received, later to find out cheque had been sent to my old address, even though had been informed of new address. Asked for manager, none available. Asked why a cheque had been sent for that amount, not even informing us or sending recorded delivery. Assured a call back, two days later no call back, rang again to be told the money owing had been refunded to our bank. Didn’t even let me know this was happening. I cannot judge for a cruise but I certainly think the treatment received trying to get our money back was diabolical.”
“I have had a cruise booked 18 months. Sailing December 2022. Requested upgrade to business class flights 2 months ago. Am still awaiting confirmation. Balance of monies due in 2 days. What to do?
No reply to my emails nor phone calls.”
“Every time I have contacted ROL I have received excellent service. I believe this company is professional, impartial and thorough. I want to put in a specific mention for Emily in Customer Services and Natasha in Transfers. Both lovely, brilliant ladies.”
“We booked a cruise in Cambodia / Vietnam in May 2019. We were expected to pay the balance by June 2021, despite the borders in those countries being closed. Emerald Waterways had refused to cancel the cruise. We had also received information from Singapore Airways informing us that flights were cancelled. ROL did not contact us about this and appeared unaware when we rang to inform them. The cruise was eventually cancelled and we were told our £2000 deposit might take up to 16 weeks to be issued in CHEQUE form. Unfortunately, it took over 16 weeks to be refunded but only after a final, disgruntled phone call. I fail to understand why a refund takes so long considering the money has been with ROL / Emerald for over 2 years!”
“Still waiting for my refund (over £5000) from ROL, been told that It will take over 16 weeks to issue my refund.
Not happy and will NOT be using this company again.
I have emailed them with out response, Very poor customer service experience. Avoid ROL cruises like Covid-19”
