October 2014 - Crown Princess to Coastal - West Coast
I worked two jobs to buy my mother and her husband a 7 day cruise to Mexico. When we were notified that the cruise was to leave on Sunday night at 8 pm instead of the scheduled 1 pm Saturday, I was very upset because they would not refund the money for the shortened trip. They classified this as a "change of itinerary" not a complete cancellation of two days! They also cancelled the port stop at Puerto Vallarta - one of the advertised destinations. When I called customer (no) service, "Lauren" told me (in a condescending tone of voice) that the only way I could get my money back was after the cruise was over and it would not be refunded to me, but it would be given to my parents on the ship. I had already given them cash to spend, and asked that the money be refunded to my visa card that was originally used to book the cruise. I was now transferred to her supervisor, "Mary" who told me this was not possible. The money would only go to "onboard credit" and would only be refunded to my parents even though they did not pay for the cruise. She did however, tell me that the advance payment on the shore excursion would be refunded to my credit card. (Now I have been on the phone for over an hour) "Mary" again asked me to wait on hold (no reason given), and after 15 minutes, told me that the money would not be refunded to my credit card, but would be given to "onboard credit" and if I wanted the money back, I would have to talk to my parents. She hung up on me before I could ask any questions, "It was a pleasure speaking to you...." click.
So now I again called back, and was disconnected three times....
If a company cannot refund money to the customer who paid for the cruise, when that company is responsible for canceling several days and destinations in their cruise, a refund is in order! They were more than happy to take the money, but once they have it, good luck getting anything back!