Cruise package

karenjh

We booked a cruise and flights with planet cruise. We did not pay balance of cruise when it was due as we anticipated the cruise would be cancelled and agreed on cruise credit for the deposit we had paid. We were never told that planet cruise would then cancel our Jet2 flight and we would lose the £500 which was the total cost we had paid for flights. I have almost given up trying to get a response from planet/iglu cruise and feel somewhat frustrated at the lack of response I have had from them. 
I have further concerns regarding another cruise we had already booked with them for October as their behaviour certainly makes me wish I hadn’t booked with them.  Is the non refund of the flight lawful ?

eskbanker

If you failed to make payments that were due then it's likely that the company will have treated this as you choosing to cancel the booking (check their Ts & Cs for confirmation of this), and so it shouldn't be a surprise that they cancelled all arrangements, including flights, on your behalf?  This will be regarded as 'disinclination to travel' and so you wouldn't be entitled to any refund - if you felt that the cruise would be cancelled then you should have waited until it was, which would then have meant getting your money back.

karenjh

Yes I think hindsight tells me I should have done that although we have got a cruise credit for the cruise deposit and although booked as a package they dont appear to have adopted those rules and I do think that the agent should have pointed this out to us at the time. The fact that Customer relations at iglu cruise have not replied to my emails suggests that yes they should have told us about the flight money initially.