Please help my retired parents...Planet Cruises

oceancreek

poet123 wrote: »

I would find out why they have retained £600 against a more expensive cruise, especially with so long to go. Even if it is in their T&c'S it may be deemed unfair. I would push for the full amount to be credited. You may have to complain or as I did recently (with Planet Cruise) insist that if your complaint is not acted upon you will go to the small claims court. After several letters back and forth they capitulated as they knew I was in the right.


Just found this thread as I too am having problems re a complaint with same company. Would be interested to know if your complaint had anything to do with the booking process too.

poet123

oceancreek wrote: »

poet123 wrote: »

I would find out why they have retained £600 against a more expensive cruise, especially with so long to go. Even if it is in their T&c'S it may be deemed unfair. I would push for the full amount to be credited. You may have to complain or as I did recently (with Planet Cruise) insist that if your complaint is not acted upon you will go to the small claims court. After several letters back and forth they capitulated as they knew I was in the right.


Just found this thread as I too am having problems re a complaint with same company. Would be interested to know if your complaint had anything to do with the booking process too.

It did, but it was quite a specific complaint to me I suspect it is unlikely you are having the same issue.

In a nutshell we have cruised previously and my son had been ill onboard and had a future cruise cert for £350 as compensation. At point of sale I stated I wanted to use this and was told that was fine, on that basis a price was given and I was told to submit the cert. I did and they denied receiving it until I pointed out it had been signed for;) They then took off the amount;) from our balance or so they said. When the final balance became due it became obvious that they had only reduced the total by £100 not £350, when I inquired I was told that because this cert had been used any other discounts had been removed. Clearly, this was not what we had agreed when I booked the cruise. So began my complaint.

I did get a positive outcome eventually but it was a long road.

What is your issue?

poet123

Thanks for resurrecting this thread. I would love the OP to update us.

travellerboy

This a hard fact, UK agents and the Cruise Lines have a NO Deposit Refund written into their terms & conditions.
Americans on the other hand have much better consumer protection, their deposit are safe and refundable right up to the final invoice stage.

Hard fact, book your cruise with a US agent like VTG or similar, not only will the cruise probably be cheaper you get better protection if your circumstances change.

poet123

travellerboy wrote: »

This a hard fact, UK agents and the Cruise Lines have a NO Deposit Refund written into their terms & conditions.
Americans on the other hand have much better consumer protection, their deposit are safe and refundable right up to the final invoice stage.

Hard fact, book your cruise with a US agent like VTG or similar, not only will the cruise probably be cheaper you get better protection if your circumstances change.

I agree, we have always booked via a US TA prior to this......and it the price goes down you often get that too. Win, win.

oceancreek

poet123 wrote: »

oceancreek wrote: »

It did, but it was quite a specific complaint to me I suspect it is unlikely you are having the same issue.

In a nutshell we have cruised previously and my son had been ill onboard and had a future cruise cert for £350 as compensation. At point of sale I stated I wanted to use this and was told that was fine, on that basis a price was given and I was told to submit the cert. I did and they denied receiving it until I pointed out it had been signed for;) They then took off the amount;) from our balance or so they said. When the final balance became due it became obvious that they had only reduced the total by £100 not £350, when I inquired I was told that because this cert had been used any other discounts had been removed. Clearly, this was not what we had agreed when I booked the cruise. So began my complaint.

I did get a positive outcome eventually but it was a long road.

What is your issue?

oceancreek

Hi, similar circumstances. I was assured that my on board deposit would be transferred if I transferred my booking to pc. Never got paperwork from them, when queried the cruise consultant no longer worked for them. Then they told me I could cancel and loose deposit. They said against rci terms and conditions so I contacted rci. At moment I know rci are using my original booking reference, which means I will get more on board credit. However I am still waiting for revised confirmaton, based on original agreed price showing £300 deposit. This will be 4th confirmation issued. I have had nothing from their complaints dept to acknowledge my complaint. I still have 400 plus days to resolve this and will be writing to their parent company and Abta if they have not got back to me by end of this week.

poet123

They told me it was against RCI policy too, but when I contacted RCI they said that it was entirely up to PC whether they accepted the cruise certificate, and as they had said they would I should pursue it with them. Eventually I got to the bottom of it....it was about their commission margin.

fizzer1952

These guys sold me a package over the phone in august this year. Knowing I had received a liver transplant last year, they (John) told me getting travel insurance wasn't a problem & took £400 deposit off me. I later discovered that insurance was impossible & they are now being unfriendly over the phone and not very helpful at all.
I have made a video to complain and explain the problem (See youtube and search planet cruise complaint 2012). Perhaps you should do the same?

littlereddevil

I always find it strange when the OP never gets back with the outcome. The cruise would have been by now