Cruise Cancellation Invoice Query

MarcusJFrench

Dear Martin Lewis,

 I was booked and fully paid up for a round trip to New York with members of my family for 4 people leaving next week.

 In early March I applied for a full refund online following the ABTA backed company’s instructions for the cruise as it that had been cancelled due to Covid-19.

Then, on the 18th March I was issued with “Cancellation Invoices” for the two rooms I had booked.  Strangely, 30 minutes later I was presented with new “Booking Confirmations” for the same rooms on the same cruise.

 At the time, when I queried this, I was told that the following confirmations were automated emails caused by them going in and removing the cancellation charges from my invoice as they shouldn’t apply in this situation and I should ignore them.  So, whatever they did, rather than creating a corrected cancellation invoice, for some reason created new confirmations.

 My question is should I be demanding a new “Cancellation Invoice” with the correct numbers?

 I ask as here I am 73 days later with no refunds and I am owed almost £9,500.  I have lots of verbal assurances saying it’s all in hand and I should be patient but very little in writing…

 Thanks,

Marcus

Life__Goes__On

Dear Marcus,
Sorry Martin isn't available, so hopefully I can be of assistance.
If you find it hard getting a refund from the cruise company, there maybe other options you can try.
What method of payment did you use?
LGO

MarcusJFrench

I am afraid I did it from my Santander bank card as Cunard have a policy of adding 2% to all CC transactions.  I realise that had I used a CC then I could ask them to reverse the transaction.  We are all Platimum cruise members with Cunard and travelled many times so I felt we were valued customers.  They are currently advertising refunds as taking 'up to 60 days'.  The frontline staff are great but you feel that they simply don't have access to the funds to honour their advertised current policy.

Life__Goes__On

Marcus, if you did it from  your Santander  debit card then you can ask them to reverse it, it's called a Chargeback.

Raise a "Chargeback" against the transaction(s) stating non-supply of service, (using proof of cancellation) also state that you have rejected any vouchers that you are entitled to do under English law (even if you not been offered any).
Normally with a Chargeback the money is returned once it’s processed

Cunard can dispute the Chargeback, but it must supply evidence to the card company.

If Cunard is successful, then the Chargeback is reversed and the money taken back  from your account

MarcusJFrench

Hi LGO,
Thanks for the advice, I have checked and the card does have the word 'Debit' on it.  My concern now is that they keep telling they are 'procesing' my refund.  Should I talk to them before doing the chargeback?  Perhaps give them a few days?
Also, does the fact that the original Cancellation Invoices have a 50% cancellation fee showing matter?
Thanks,
Marcus

Life__Goes__On

You can give them as much time as you feel is right, but you only have 120 days from when you received the cancellation notice.
With the 50%  that is to do with if you had cancelled, as  it was them  you are entitled to  the full 100%  refund.

MarcusJFrench

OK thanks,  My plan is to talk to the bank tomorrow and clarify with them what they need me to provide and give Cunard a week to do the right thing before I act.  I really appreciated the support!  This fantastic advice.....  :-)

MarcusJFrench

Thinking on I am wondering if they may argue in their defence that they offered future cruise credit.  I will try and look out my original booking conditions as they may argue that my booking is transferable or something...
I hope I just need to be clear in my case that the 125% future cruise credit was an offer they have made that I have declined.
Both the 100% cash refund and 125% Cruise Credits are showing now as options on their website today.

Life__Goes__On

As the have cancelled you have a choice of 125% voucher or 100% cash.
A word of warning with a voucher,  it's not certain that if Cunard did go under (maybe not best phase to use) then voucher may be worthless.

MarcusJFrench

OK thanks, much appreciated!

Life__Goes__On

No problem, hope you get your refund sooner rather than later.