I hoping those of you who are with the industry or those who are long time cruise travelers can give us advice.
We purchased a Country Music Theme Cruise with an Agency in Ga back in March 2004. The cruise was advertised on the Country Groups site at the time(They are very well known in Country Music) The cruise was a Carnival Cruise and we went first class reserving the Category 12 Cabin since it was our 24th anniversary.
It cost us $3000.00, for a 4 day cruise with a private concert and dinner with this Country Group. We bought the travel insurance they offered but it was never explained to us- nor did they ever send us a Policy.
We made our $400.00 initial despot via Credit Card and the balance was sent in through the summer with final payment made(all by check) by September1st when it was due.
Our Sail date was November 18.
A Month before sailing we had to cancel due to injury and a surgey needed because of the injury.
WE contact the TRavel Agency via email(this was how we kept in contact with them)and left them know we would have to cancel. We were told they canceled and that the 50% cancellation would be in effect. They would refund us 50% of what we paid and the other 50% would come from the Insurance(which we found much later was with Carnival Cruise).
We were never given any booking number no matter how many times we asked but they did send us invoices showing each payment made and the Cruiseline it was credited for.
We were also told that we would have a form that needs to be filled out by the doctor and they would send it to us after the Cruise was finished as they did not get any paperwork until then.
Well, we waited and got the 50% refund at the end of November with a note we had to get the rest from the Insurance company. No Paperwork was enclosed, no Insurance Policy, no Booking number.
They basicly said Your own your own. I contact Carnival Cruise and they informed me of what insurance agency was used and told me what to do.
WE still needed the Policy number and Booking number- we wrote the Travel Agency who said to us: We did our part and since you contacted Carnival and they told you what to do our business is finished here!
We wrote back and told them what about the Doctors paperwork .
They wrote back and said: We do not handle any insurance forms and never had. (This was totally opposite of what they told us via email).
They kept a $200.00 non refundable deposit and insisted they got nothing from it- that it was the Country Group that got it and they made no money from Our Non Refundable deposit.
Talking with Carnival they gave us the Insurance companies number and website and we filled the form out without a Policy number, booking number explaining that the Agency Never gave it to us.
6 weeks later we got a Much Smaller refund then we were suppose to. It turns out Carnival could only find the Initial Deposit we made by Credit Card credited for us for the cruise and not the Rest of the $2500.00 we paid- they told us to go back to the Agency and get the Money.
We filed a Complaint with The Better Business Bureau and wrote to the Agency- who wrote a Very Nasty Letter back saying they did pay Carnival the amount and Thanks for filing the complaint we told the Better Business Bureau about you!
WE could not believe the response! They tried to twist the complaint around like we are the bad guys ! They are the ones who a have our money and never helped us even once with the refund process.
At this time we pleaded with Carnival cruise to check again for the payment and we faxed them documentation- 5 weeks later they have Not found any money deposited for us by this agency.
We are waiting for a Letter from Carnival who said the Agency has the money. WE plain on filing a Complaint with the Georgia Attorney Generals Office in hopes of getting the $1000.00 owed us.
I would like to hear from anyone who can guide us on what else we can do.
We went with this Travel Agency as it was the one that was picked by this country group to represent them on this cruise. We trusted the fact they they would not Rip off their fans by picking a shady company.
The company by the way is not with the Better Business Bureau(no surprise)..
Your help would be appreciated..
Cece and Mike