Iglu cruises/tui (Marella Cruises) pathetic customer service

hathaway1

In January I booked a cruise with Marella via Iglu cruises departing 10 May. Sadly my mother in law died on 28th April so we decided to cancel the Cruise.On 2nd May I spoke with Tui as I needed to cancel some excursions as well as the cruise. A very helpful advisor took the details and after some research advised I was eligible for a free amendment. Great I thought, I will not have to bother my insurers. All I needed to do was to send a copy of the death certificate. This I did promptly only to hear back saying I needed to work through Iglu. When I later queried the free amendment I was told the person I had spoken to had acted outside her area of authority. On 6th May I contacted Iglu to advise we were unable to fulfil the cruise.I sent an email confirming the call and attaching a death certificate and mention the offer of a free amendment.I was ask to allow 7 days for the to sort it out. I had no reply after that period so chased them. I was asked to resubmit the info again. This I did, this time I was asked to give them the weekend to sort out. Once again no reply, so chased again. After 1hr 21 minutes on a phone queue I got to speak to someone else who took no ownership of my problem saying she would get one of the previous staff I spoke with to phone me back. Once again nothing happened . I have even chased these people by direct email but still heard nothing All I have received from Tui is an apology blaming their over helpful member staff. All they can offer is a letter of no show even though I have spoken With and confirmed the cancellation with both them and Iglu. At a time when I need them to make things as easy as possible all that happens is one not responding and the other bouncing me back to Iglu. I am now trying to sort this out with my insurers who no doubt will want some accurate docementation regarding the cancellation.Out of frustration with both Tui and Iglu I have requested under the data protection act full copies of all correspondence and communication beteeen me and them.