FUTURE CRUISE CREDIT ISSUE

Hew

My problem is FCC and has been going on since June 2021.

I paid in full prior to Cunard cancelling my cruise but was then offered 125% FCC should I wish to re-book. I accepted the offer and re-booked immediately. Almost 8 months later following numerous calls, messages and emails to both Iglu and Cunard, Iglu claim that Cunard will only offer FCC to the deposit bearing in mind the cruise has now escalated in price.

I spoke to an Iglu advisor by chat last week. She advised me she was contacting Cunard for an uplift and confirmed that Cunard had received my full balance. In the meantime I was over an hour in a phone queue to Iglu. The person I eventually spoke to claimed Iglu didn't have time to send my balance to Cunard. I pointed out there was quite long enough time to transfer before the cruise was cancelled the following week. The advisor called back the following after listening to phone records, she then claimed the balance was sent but after the cruise was cancelled which doesn't make sense.

I sent an email to the CEO's of Iglu and Cunard to complain and request by law this be resolved with 14 days, this resulted in a call today from the Iglu customer service manager to let me know she will contact the accounts dept but it will take 2-3 weeks and hopefully the full credit will be applied.

I would be grateful if anyone has experience of this or some advice please.

sheramber

If find you post confusing.

You paid Cunard for a cruise that was later cancelled.

Cunard gave you a FCC for 125%

You booked another cruise ?

Cunard sent credit to IGLU- where do Iglu come in? was you second cruise with Iglu?

Cunard only transferred enough to cover deposit for new cruise. but Iglu confirmed Cunard had received the full balance.

Iglu said they did not have time to send  balance to Cunard.  Why were Iglu sending the balance to Cunard?

stoneman

I'm surprised that Cunard is getting involved here at all.

You booked with Iglu, the cruise line would always insist you have to deal with the agent. 

I would forget about the uplift and do a chargeback on Iglu. I did this once with an agent and the money was back in my account within 2 weeks

Hew

Sheramber, Iglu is the travel agent whom I booked with and paid the full balance to. Cunard are the cruise line. All customers were offered 125% by Cunard if they were to re-book. I received an email from Cunard with this offer.

Stoneman, I received another email. Iglu is supposed to be calling with an update today, hopefully this will be resolved. In the meantime I've lodged a complaint with ABTA.