Cruise agent misselling a cruise package

bobstheboy

In March 22 I booked a cruise with Iglu online. The deal advertised stated it was with MSC Virtuosa, 7 nights, 3rd September 22, from Southampton to Norwegian Fjords. It included a balcony cabin, gratuities and a Premium Drinks package for £879 pp. I thought it was a great deal, paid a deposit, £245, with balance due on 6th June 22. Their confirmation by email confirmed all of the above. The next day I received confirmation from MSC which stated what was included and the drinks package was not mentioned. MSC will not talk to me because Iglu are my agent, so to cut a long story short, I have spoken to Iglu on their chat system and on the phone, weekly. They say a manager, unnamed, is dealing and they are trying to get the package added by MSC but their systems are complicated !

This has been ongoing for nearly two months and my patience is wearing thin. I have told iglu I either want what I contracted for or my deposit returned. My worry is the balance payable date will quickly approach and I have no intention of paying and taking a chance on getting drinks onboard free. Do I pay and if drinks are not free, seek recompense from Iglu on return ? No way is my answer. Do I refuse to pay the balance and if Iglu refuse to refund me take them through Small Claims Court ? My preferred option.

IvanOpinion

Have you put your situation in writing or just by phone calls? I would suggest outlining the situation by email and let them know that you want a final answer by a particular date (give then about 14 days), and if that is not forthcoming you want to be refunded in full. It is far too early to start thinking and stressing yourself over small claims at this stage.

We have done several cruises on MSC and had a fantastic time. The price of £879 for a balcony is very good price with or without the drinks package (I wish I had have spotted that one). I hope you get what you want, or at least some sort of compromise offer. 

lisyloo

The op should not have to compromise if they have a stated contract.
if Iglu Made a mistake they should either pay for their mistake and offer what they stated or refund without undue delay.

of course they may wish to accept a compromise but the refund option should be there.

bobstheboy

IvanOpinion said:

Have you put your situation in writing or just by phone calls? I would suggest outlining the situation by email and let them know that you want a final answer by a particular date (give then about 14 days), and if that is not forthcoming you want to be refunded in full. It is far too early to start thinking and stressing yourself over small claims at this stage.

We have done several cruises on MSC and had a fantastic time. The price of £879 for a balcony is very good price with or without the drinks package (I wish I had have spotted that one). I hope you get what you want, or at least some sort of compromise offer. 

I have sent emails and had standard replies, it is being dealt with by .... etc.     When you say compromise, surely my simple solutions of either I get what I pay for or, at the very least, the return of my deposit are the only options, or am I missing something ?

lisyloo

IvanOpinion said:

lisyloo said:

The op should not have to compromise if they have a stated contract.

I agree, but sometimes it is better to 'compromise' rather than 'cut your nose off to spite your face'

Maybe, but depends on a number of factors such as how tight their budget it and possibly if they were planning to drink a lot.
in some situations it might suit the person to take a refund.

ive got no issue with a compromise as long as it “as well as” the contractual obligations.

lisyloo

bobstheboy said:

IvanOpinion said:

Have you put your situation in writing or just by phone calls? I would suggest outlining the situation by email and let them know that you want a final answer by a particular date (give then about 14 days), and if that is not forthcoming you want to be refunded in full. It is far too early to start thinking and stressing yourself over small claims at this stage.

We have done several cruises on MSC and had a fantastic time. The price of £879 for a balcony is very good price with or without the drinks package (I wish I had have spotted that one). I hope you get what you want, or at least some sort of compromise offer. 

I have sent emails and had standard replies, it is being dealt with by .... etc.     When you say compromise, surely my simple solutions of either I get what I pay for or, at the very least, the return of my deposit are the only options, or am I missing something ?

There might be an option that’s easier for them to offer you
e,g. There may be an upgraded cabin they can give you which costs them nothing whereas the drinks package will cost them.

it may or may not suit you to accept such an offer.

i think your entitled to what you have in writing or a full refund, but if both sides agree it’s possible a compromise could be made even a “win-win”

Westin

bobstheboy said:

IvanOpinion said:

Have you put your situation in writing or just by phone calls? I would suggest outlining the situation by email and let them know that you want a final answer by a particular date (give then about 14 days), and if that is not forthcoming you want to be refunded in full. It is far too early to start thinking and stressing yourself over small claims at this stage.

We have done several cruises on MSC and had a fantastic time. The price of £879 for a balcony is very good price with or without the drinks package (I wish I had have spotted that one). I hope you get what you want, or at least some sort of compromise offer. 

I have sent emails and had standard replies, it is being dealt with by .... etc.     When you say compromise, surely my simple solutions of either I get what I pay for or, at the very least, the return of my deposit are the only options, or am I missing something ?

I think IvanOpinion made a good suggestion with next step actions. I don't read it that he is suggesting that you rollover and concede. No need to be snappy back.

IvanOpinion said:

lisyloo said:

The op should not have to compromise if they have a stated contract.

I agree, but sometimes it is better to 'compromise' rather than 'cut your nose off to spite your face'

Are you 100% sure you want to demand a refund and not take the cruise at that price at all? If you want your deposit back I feel sure they will give it to you. You can then sit at home dwelling on what you might have been doing whilst on the cruise. Be careful what you push for. 

bobstheboy

Westin said:

bobstheboy said:

IvanOpinion said:

Have you put your situation in writing or just by phone calls? I would suggest outlining the situation by email and let them know that you want a final answer by a particular date (give then about 14 days), and if that is not forthcoming you want to be refunded in full. It is far too early to start thinking and stressing yourself over small claims at this stage.

We have done several cruises on MSC and had a fantastic time. The price of £879 for a balcony is very good price with or without the drinks package (I wish I had have spotted that one). I hope you get what you want, or at least some sort of compromise offer. 

I have sent emails and had standard replies, it is being dealt with by .... etc.     When you say compromise, surely my simple solutions of either I get what I pay for or, at the very least, the return of my deposit are the only options, or am I missing something ?

I think IvanOpinion made a good suggestion with next step actions. I don't read it that he is suggesting that you rollover and concede. No need to be snappy back.

IvanOpinion said:

lisyloo said:

The op should not have to compromise if they have a stated contract.

I agree, but sometimes it is better to 'compromise' rather than 'cut your nose off to spite your face'

Are you 100% sure you want to demand a refund and not take the cruise at that price at all? If you want your deposit back I feel sure they will give it to you. You can then sit at home dwelling on what you might have been doing whilst on the cruise. Be careful what you push for. 

I certainly did not snap back, I just wanted clarification on "compromise'

Cruise proces are very competitive at the moment and the price I paid is fair and available now. They have not offered my deposit back and I have asked for it. There are other options for my dates so I will not miss out, Drinks are expensive so to give up the Drinks Package isn't an option for me.

I am an experienced cruiser and this is the first time I have had this problem, although reading Iglus's reviews I am not surprised.

lisyloo

If the agent has made a mistake (which is seems like to me)  it may be very difficult for them internally/politically to sort out.
Not really your problem but sometimes there are other things they can offer that are easier for them.

We had an issue with an excursion once (they wouldn't take my husband on the helicopter although we had supplied our weights 6 weeks in advance so their mistake not to advise us until we showed up).
They would not give us any compensation but offered us 50% off future excursions.
We made the most of it and saved hundreds of £££s.

It was much easier for them to offer a discount than a refund.

Their internal processes are not your issue but it just might be that you can capitalise on it somehow if the compensation is good enough. Obviously it needs to be something that suits you.

If not then you stick to your guns but it may take longer.

If you want to play hardball then a letter before action threatening small claims court after 14 days sent recorded delivery will move things along.

I totally agree that getting a full refund isn't always "cutting off your nose to spite your face" and people are being judgmental by assuming that's the case.

bobstheboy

Thanks for replies. I don't want any other freebies, either .drinks I contracted for or deposit refunded, surely that is reasonable?

I am just concerned Iglu will run down the clock until the balance is due, not to them but MSC. Then MSC will deem the cruise cancelled and the deposit lost. I then will be forced to go down the LBA route with Iglu, which is hassle I don't want.

lisyloo

IvanOpinion said:

lisyloo said:

If you want to play hardball then a letter before action threatening small claims court after 14 days sent recorded delivery will move things along.

I totally agree that getting a full refund isn't always "cutting off your nose to spite your face" and people are being judgmental by assuming that's the case.

For reference, I was being neither judgemental nor making assumptions. But making this legal at this point is a bit extreme when 'negotiations' are, effectively, still open. 

A few years back I had a colleague who chose to play hardball and got her money back (I can't even remember why), then for 2 weeks the entire company had to listen to her whining about wanting to be in the sun and wishing she had have gone - now we all strongly encourage her to take her holidays (nor for her sake, but for everyone else's). 

I would personally be unhappy with 2 months and nothing offered and no named individual to speak to and no update of progress.
the only options to move it on are the agents formal complaints process or LBA.
if a refund is one of the options then the customer is surely entitled to move on and reserve something else.
the agent have not stated AFAIK that they are negotiating.
I’d be unhappy and I don’t agree it’s extreme to want at least some sign of progress or acknowledgement of the issue.

yes I agree people need to think carefully, but a compromise only works if it’s of at least equal value to the OP (perhaps they aren’t interested in an upgrade or the other options).
Yes - cancellation comes with risks but the OP is an experienced cruiser.

surely they are entitled to an answer and to move on.

there is no guarantee any compromise they offer will be of any interest, so the sooner the better for rebooking.

personally I’d probably try their complaints procedure first as sometimes that does get results but I see every reason not to show endless patience in the “hope” of a suitable compromise.

the booking is September and for all sorts of reason e.g. booking leave at work, the OP is entitled to make other arrangements and don’t forget they may have to wait for the actual money as well.

IMO it’s bad advice to just say they should wait (for how long?)  in the hope of a suitable compromise.