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Cruise.com uses bait and switch tactics. They showed a 'prepaid gratuity' included for a cruise I recently booked with them. After comparison shopping across other sites, I decided that I would book with them (my first time) because this seemed like a good deal. I booked the cruise and received my cruise documentation, which stated that pre-paid gratuities were not included. I had even taken a screenshot of the page that shows the little 'pre paid' gratuity icon as proof. After inquiring why I didn't have the pre-paid gratuitities, the rep said that for the price I paid, I wasn't eligible. I hadn't chosen the cheapest cabin available, which I could possibly understand. Regardless, be warned! They will show you that something is included but then after booking, you'll find out that you really didn't get a better deal after all.
I will not book with them again. I should have just booked with the cruise directly and not bothered with this aggravation.
The complaint has been investigated and resolved to the customer’s satisfaction.
we have booked with cruise.com and they give us more perks then you can get with the cruise line, we always get our free paid grats with them, once yoy hit select and your cabin selection comes up make sure theres a free grats symbol beside your cabin selection and check price after taxes and it will say free grats
If you had any question, you should have called them. And they have disclaimer information on their website, if you'd bothered to read it. This complaint is ridiculous.
Can anyone tell me who regulates travel agencies in the USA because I want to complain about Cruise.com
First no one really regulates travel agencys, there are groups that agencys can belong to groups like Iata or CLIA. Many Cruiselines will not work with them unless they are memebers of these groups. Remember Travel agents can only work with in the rules of the cruiselines policys. I worked for a Cruiseline for 8 years, and I can tell you that sometimes the promotions are very complicated and they change min by min. You could literly pull something up, and while your typing in the names to make the reservation the promotion has changed. When you are looking at the Pre-Paid Grats if the icon is not located on YOUR category that you are selecting then you will not receive them. Remember Cruiselines pay commission, and agency's pay that out of their commission. Assume that the agency is making 10% on your booking on the cruise rate ONLY! so if your cruise rate is 149 (they are making 14.90) if your grats are 30 dollars they won't be paying them. They would be loosing money, and no company can do that. I think where the confusion lies is people get excited, and don't read the rules to the promotions, then when they find out they aren't eligble they get mad. Think about if you were buying a car and paid 21, 000 for it, then 4 months later you see one for 15, 000 with free leather care, you don't get mad at the guy who sold you the car. It's what he had to offer you at the time. Also please remember, since i've been on that side of the line, the people answering the phone in customer service, are just that customer service, and don't yell at them, they are trying their hardest, but if you took 150 calls a day, and got yelled at and people treated you like you were 2 all day, it makes it very hard to be a happy service agent.
Former CL employee now teacher.
Scam! Promised paid gratuities, All a Lie once you pay.
I had the same problem...didn't get prepaid gratuities. Couldn't reach them before we left because Thanksgiving they were closed. Recording said they would be open Friday, but they didn't answer the phone...still had the Thanksgiving recording playing all day. Called the day we were leaving and they were supposed to check and return our call. Never heard from them. Had to call from the ship after checking with Customer Service onboard and finding that we definitely were not on the prepaid list. When we reached them they said our cabin was not eligible also, even though it showed the prepaid icon beside our selection. The cruise staff said they were not surprised this happened with Cruise.com. I too will not use them again!
We were on the same boat
I have used the cruise.com website many times to search for fares and prices. I can say that I do think that their website is very helpful for finding the right cruise at the right price.
Was mislead, told buying insurance, wasn't told it was a third party! I had to cancel and they are trying to keep my 1, 700 dollars, was told I couldn't reschedule I'd FORFIT my money! BE WARE OF THE SCAM, THEY ARE GOOD, WILL LEAD YOU TOO BELIEVE YOU CAN CANCEL, RESCHEDULE, BE AIR LIFTED OF THE SHIP (ROYAL CARRIBIENE), AND NEVER TELL YOU, THE TRUTH! I've gone thru Carnival. Com with no problem at all! Now, my bank is fighting for me, plus I got an email from Cruise. Com, informing me I'd lose all my money but $246.00. They weren't aware my bank has already credited my account, so I imagen they rip off so many people they didn't have time to see my bank is fighting for me, God, this is a nightmare! Why in the world would anyone want to lose $1700.00, With insurance? I wrote them back and told them to STOP HARASSING ME! I'm filling a complaint with BBB, too! Be very wary, PLEASE! NOW I'M AWAITING MY VISA, for I've been with forever, and I'm sure they will win my TRUE experience, NIGHTMARE!