- Report: #859052
Complaint Review: Caribbean Cruise Lines / Bahama Trip - Fort Lauderdale Florida
Reported By:
Chris -
Fairfield, California, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Caribbean Cruise Lines / Bahama Trip
Fort Lauderdale, Florida, United States of America
Phone:
800-221-8200
Web:
http://chris.IsOnVacation.com
Categories:
Business Rating:
(0)
Tell us has your experience with this business or person been good?
Caribbean Cruise Lines / Bahama Trip After doing a 2.5 minutes survey I was "rewarded" with a FREE cruise to the Bahamas! ..... Fort Lauderdale, Florida
This report is meant to provide a ray of hope to those of you who fell for the free cruise to the Bahamas ploy that I did.
It happened a couple weeks ago, I received an unsolicited call from an automated polling system that told me that if I completed a brief survey I would be rewarded with a free cruise to the Bahamas. Curious, I allowed the call to continue. The entire survey took. 2.5 minutes, and then I was transferred to the booking agent, who informed me that Id be responsible for only the port fees and government imposed taxes the sum of which would be $118 for me and my wife.
But, they exclaimed, I could make it so much better by extending the vacation with a 3 day pre-cruise stay in Ft. Lauderdale (they would give me a free rental car), a 4 day post-cruse stay in Orlando, and they would even give me 3 days 2 nights on Grand Bahama for only an additional $630!
I hesitated, and they asked why. I want to clear it with my wife, may I call you back later or tomorrow? No, that wont be possible. Regulations require that we complete this transaction on a single phone call.
Let me get to the point now; these high pressure tactics continued, more rewards were thrown in, etc, and I took the bait. I used to pride myself on being able to spot a scam, and to resist exactly what Id just fallen to.
A couple weeks later I did a hefty amount of research on this, and similar, website, and determined that I WILL get a FULL refund for this mistake I had made. (Yes, I made the mistake). Now I jus thad to figure out how to get that refund.
Armed with the results of my research and documentation (all of which you'll find noted here below) I called the lions den up. Once I told the customer service rep that I have determined that this is not for me, Id like to CANCEL my PACKAGE I was transferred to floor supervisor George Norman.
George picked up, and politely inquired about why I wanted to change my reservation. I replied simply I have determined that this is not for me, Id like to CANCEL my PACKAGE. He persisted; there must be a reason other than that He was accusing me of withholding the true reason. This claim was repeated 2 or 3 more times. My response to each incarnation of this question was I have determined that this is not for me, Id like to CANCEL my PACKAGE.
George then noticed that the FAQ that I had access to on my reservation web site said that my refund period was only 3 days, and that those days had already passed. He further noticed that I had already completed the registration / payment process, complete with the good quality audio recording of me approving the charges, and repeating my name, address, email address, and credit card number. That may be, sir, but I have determined that this is not for me, Id like to CANCEL my PACKAGE
George then asked me to refer to the fine print, near the bottom of the FAQ that I could find online. If I did that then Id learn that the refund period is only 3 days, and that those had come and gone. I have determined that this is not for me, Id like to CANCEL my PACKAGE was my snappy reply. I was almost tired of even hearing myself repeatedly say that.
George was getting angry now, and he was continuing to pressure me to disclose the real reason for my change of heart. George, I dont owe you any form of explanation. I have determined that this is not for me, Id like to CANCEL my PACKAGE
Then we got back to the Refund Window question, and this is the crux of the conversation from this point on.
I had learned of the Florida Sellers of Travel Act (Florida statute section # 559.927 provides the definition of various words and phrases used in section # 559.932) which requires sellers of travel or travel vouchers who maintains a business location in Florida or who offers to sell to persons in Florida (section 559.927, paragraph 6) are required according to Section 559.932, paragraph 8. (h): In immediate proximity to the space reserved in the contract for the date and the name, address, and signature of the purchaser, the following statement in boldfaced type of a size of 10 points:
YOU MAY CANCEL THIS CONTRACT WITHOUT ANY PENALTY OR OBLIGATION WITHIN 30 DAYS FROM THE DATE OF PURCHASE OR RECEIPT OF THE VACATION CERTIFICATE, WHICHEVER OCCURS LATER.
When I spoke the phrase Florida Sellers of Travel Act the tone of the conversation changed dramatically; George was now noticeably hostile I can see youve done some internet research, is that why youre backing out? was Georges question. I have determined that this is not for me, Id like to CANCEL my PACKAGE was all I said. Well, that law doesnt apply here. What matters is the window for YOUR state, not mine, and I know the window for all 50 states and DC, Californias is 3 days, and the T & C you agreed to says 3 days. Youre out of luck.
George, are you telling me that if the fine print says that if the ships captain is annoyed by a guest, he may then murder that guest without repercussions that that would be legal? No, George, law trumps terms and conditions. My return window is 30 days and I have determined that this is not for me, Id like to CANCEL my PACKAGE.
George then told me that he has been a Florida resident his whole life and have worked here for 13 years, that he had spoken to thousands of people like me and that law is just an internet hoax. George, if thousands of people are trying to cancel their vacation with you, that might tell you something about the quality of your operation. I am referring to the Florida State Legislatures own site (http://www.leg.state.fl.us/Statutes/index.cfm?App_mode=Display_Statute&Search_String=&URL=0500-0599/0559/Sections/0559.932.html) and this is no hoax. I have determined that this is not for me, Id like to CANCEL my PACKAGE.
At this point we are about 15 minutes into this debate, and voices are starting to climb in volume. George, my window is 30 days, we are within that window and I demand a refund. The yelling (him to me and me to him) continued for about 3-4 minutes. At some point here George had had enough of me, and he relented.
I am under no obligation to do this but fine, you can have your cancelation was his surrender.
Thank you, and that cancelation will include the complete refund of all my money? I asked.
Yes, youll have all your money back in 7 to 10 days.
Is there a cancelation confirmation number I may reference?
It is the same as your reservation number, and you have my name and operator number; George Norman # 4056.
Thank you very much, George.
It ended as quickly as it began. Wanting to verify that I had not been sold another bill of goods I waited about 15 minutes and called back in again. I asked the service rep to verify that my reservation status reflected the changes Id just made. After I identified myself she asked me to hold as she pulled up my account. She saw that it was presently being edited by Mr. Norman, and that I should give it 10-15 more minutes. I called back 30 min later, requested the same from another rep, who verified that the trip was canceled and that a refund was in process.
Bottom line: Stand firm! As long as youre within 30 days you are CLEARLY within the law with your request. Florida law applies to them, NOT the law of your home state. Dont take their crap, stand firm, and keep repeating something to the effect of "I have determined that this is not for me, Id like to CANCEL my PACKAGE. Also, have relevant portions of the above linked Florida law, and the bold sections copied in this report handy to read to the rep you deal with. Good luck!
It happened a couple weeks ago, I received an unsolicited call from an automated polling system that told me that if I completed a brief survey I would be rewarded with a free cruise to the Bahamas. Curious, I allowed the call to continue. The entire survey took. 2.5 minutes, and then I was transferred to the booking agent, who informed me that Id be responsible for only the port fees and government imposed taxes the sum of which would be $118 for me and my wife.
But, they exclaimed, I could make it so much better by extending the vacation with a 3 day pre-cruise stay in Ft. Lauderdale (they would give me a free rental car), a 4 day post-cruse stay in Orlando, and they would even give me 3 days 2 nights on Grand Bahama for only an additional $630!
I hesitated, and they asked why. I want to clear it with my wife, may I call you back later or tomorrow? No, that wont be possible. Regulations require that we complete this transaction on a single phone call.
Let me get to the point now; these high pressure tactics continued, more rewards were thrown in, etc, and I took the bait. I used to pride myself on being able to spot a scam, and to resist exactly what Id just fallen to.
A couple weeks later I did a hefty amount of research on this, and similar, website, and determined that I WILL get a FULL refund for this mistake I had made. (Yes, I made the mistake). Now I jus thad to figure out how to get that refund.
Armed with the results of my research and documentation (all of which you'll find noted here below) I called the lions den up. Once I told the customer service rep that I have determined that this is not for me, Id like to CANCEL my PACKAGE I was transferred to floor supervisor George Norman.
George picked up, and politely inquired about why I wanted to change my reservation. I replied simply I have determined that this is not for me, Id like to CANCEL my PACKAGE. He persisted; there must be a reason other than that He was accusing me of withholding the true reason. This claim was repeated 2 or 3 more times. My response to each incarnation of this question was I have determined that this is not for me, Id like to CANCEL my PACKAGE.
George then noticed that the FAQ that I had access to on my reservation web site said that my refund period was only 3 days, and that those days had already passed. He further noticed that I had already completed the registration / payment process, complete with the good quality audio recording of me approving the charges, and repeating my name, address, email address, and credit card number. That may be, sir, but I have determined that this is not for me, Id like to CANCEL my PACKAGE
George then asked me to refer to the fine print, near the bottom of the FAQ that I could find online. If I did that then Id learn that the refund period is only 3 days, and that those had come and gone. I have determined that this is not for me, Id like to CANCEL my PACKAGE was my snappy reply. I was almost tired of even hearing myself repeatedly say that.
George was getting angry now, and he was continuing to pressure me to disclose the real reason for my change of heart. George, I dont owe you any form of explanation. I have determined that this is not for me, Id like to CANCEL my PACKAGE
Then we got back to the Refund Window question, and this is the crux of the conversation from this point on.
I had learned of the Florida Sellers of Travel Act (Florida statute section # 559.927 provides the definition of various words and phrases used in section # 559.932) which requires sellers of travel or travel vouchers who maintains a business location in Florida or who offers to sell to persons in Florida (section 559.927, paragraph 6) are required according to Section 559.932, paragraph 8. (h): In immediate proximity to the space reserved in the contract for the date and the name, address, and signature of the purchaser, the following statement in boldfaced type of a size of 10 points:
YOU MAY CANCEL THIS CONTRACT WITHOUT ANY PENALTY OR OBLIGATION WITHIN 30 DAYS FROM THE DATE OF PURCHASE OR RECEIPT OF THE VACATION CERTIFICATE, WHICHEVER OCCURS LATER.
When I spoke the phrase Florida Sellers of Travel Act the tone of the conversation changed dramatically; George was now noticeably hostile I can see youve done some internet research, is that why youre backing out? was Georges question. I have determined that this is not for me, Id like to CANCEL my PACKAGE was all I said. Well, that law doesnt apply here. What matters is the window for YOUR state, not mine, and I know the window for all 50 states and DC, Californias is 3 days, and the T & C you agreed to says 3 days. Youre out of luck.
George, are you telling me that if the fine print says that if the ships captain is annoyed by a guest, he may then murder that guest without repercussions that that would be legal? No, George, law trumps terms and conditions. My return window is 30 days and I have determined that this is not for me, Id like to CANCEL my PACKAGE.
George then told me that he has been a Florida resident his whole life and have worked here for 13 years, that he had spoken to thousands of people like me and that law is just an internet hoax. George, if thousands of people are trying to cancel their vacation with you, that might tell you something about the quality of your operation. I am referring to the Florida State Legislatures own site (http://www.leg.state.fl.us/Statutes/index.cfm?App_mode=Display_Statute&Search_String=&URL=0500-0599/0559/Sections/0559.932.html) and this is no hoax. I have determined that this is not for me, Id like to CANCEL my PACKAGE.
At this point we are about 15 minutes into this debate, and voices are starting to climb in volume. George, my window is 30 days, we are within that window and I demand a refund. The yelling (him to me and me to him) continued for about 3-4 minutes. At some point here George had had enough of me, and he relented.
I am under no obligation to do this but fine, you can have your cancelation was his surrender.
Thank you, and that cancelation will include the complete refund of all my money? I asked.
Yes, youll have all your money back in 7 to 10 days.
Is there a cancelation confirmation number I may reference?
It is the same as your reservation number, and you have my name and operator number; George Norman # 4056.
Thank you very much, George.
It ended as quickly as it began. Wanting to verify that I had not been sold another bill of goods I waited about 15 minutes and called back in again. I asked the service rep to verify that my reservation status reflected the changes Id just made. After I identified myself she asked me to hold as she pulled up my account. She saw that it was presently being edited by Mr. Norman, and that I should give it 10-15 more minutes. I called back 30 min later, requested the same from another rep, who verified that the trip was canceled and that a refund was in process.
Bottom line: Stand firm! As long as youre within 30 days you are CLEARLY within the law with your request. Florida law applies to them, NOT the law of your home state. Dont take their crap, stand firm, and keep repeating something to the effect of "I have determined that this is not for me, Id like to CANCEL my PACKAGE. Also, have relevant portions of the above linked Florida law, and the bold sections copied in this report handy to read to the rep you deal with. Good luck!
3 Updates & Rebuttals
SeHed
Alexandria,Virginia,
Thanks!
#2Consumer Comment
Mon, July 07, 2014
I too fell victim to the Caribbean Cruise Line scam. While trying to call my insurance company, I inadvertently dialed a wrong number, which transferred me to a Caribbean Cruise Line representative.
I did not realize until after placed the call I had dialed the wrong number -- the CCL representative told me that due to high call volume to my insurance agency, my call was directed to CCL first. THIS WAS A LIE.
I had been looking to get my girlfriend something for her birthday, and following the rep's pitch, I was sold. I spent almost an hour on the phone with various representatives, who tried to sell me upgrades to the basic package. I did not relent, and ended up going with the basic package for 2 days and 2 nights ($118).
After reading NUMEROUS negative reviews (and no positive ones), however, I decided to cancel, which is when I came upon this post. I had just made the reservation about an hour previous.
The cancelation process was super quick and it only took 12 minutes.
1) I gave the representative my phone number and reservation number
2) I told the representative I was interested in canceling my package.
3) He transferred me to Michelle, who took my phone number and reservation number again.
4) I told Michelle I wished to cancel my package. At first, she was very sympathetic (oh no! what happened?) I told her I changed my mind and wished to cancel my package.
5) Michelle was very adamant about finding out why. She asked for a reason. I told her I had a change of heart and wanted to cancel my package.
6) Michelle became frustrated and began to raise her voice, continually asking why. I told her I had a change of heart and wanted to cancel my package. She said she "deals with cancelations all day" and needs a reason in order to process the cancelation.
7) She put me on a brief hold (30 seconds) and returned to ask me again. She said as an employee of CCL it was her job to determine why I was interested in canceling. I told her in a calm, serene voice that as a consumer and a customer of CCL, it was my right to cancel and I was not required to supply a reason.
8) Michelle asked me if I had changed my mind because I talked to someone or did any research on the internet about CCL. I responded: "No, why? Should I?"
9) She then told me if I was canceling because of a fear of water, she could talk about transferring my credit to a land package. I assured her I was not afraid of water, and I was not interested in a land package.
10) Michelle asked me if I had the opportunity to talk to my "companion" about the package. I said I did. "Aren't you guys excited about going to Florida?" She asked. I responded that my companion's opinion was not of any business of CCL, and that I was interested in canceling my package.
11) Finally, Michelle relented. She said she could issue me a refund but her "form" required her to choose a reason in order to process it. I told her to pick the first option on the list. She told me the first option was "unauthorized purchase," which we both agreed was not true. I told her to choose the second option on her list, which she told me was "does not have necessary travel documentation." I told her that sounded fine and that was my reason.
12) Michelle issued me a cancelation confirmation number, and told me my account would be credited in 5-10 business days.
Don't be afraid to ask for your money back. As a consumer, you have every right to get a refund within 30 days! I am so happy I came across this site and received the step-by-step instructions. Thank you so much!
BesoYala
waterloo,Ontario,
Canada
REFUND from Caribbean Cruise Line- Easier & WAY Less Scary/Stressful than expected- PHEWF !!
#3Consumer Comment
Fri, December 07, 2012
Hi there!
I just wanted to start off by saying THANK YOU SO VERY MUCH for your post.
It may sounds silly but you actually gave me the courage to call Caribbean Cruise Line to ask for my $318 back and I DID NOT even have to :
1) Yell/Raise my voice
2) Take to George Norman :$
(I am not really the yelling/arguing type so I thought worst comes to worst maybe there would just be a ton of tension/yelling involved- but at least I would get my FULL REFUND BACK!)
3) use the "Florida Sellers of Travel Act" against them !.
Like many other people- I too fell for the "FREE" Bahamas Celebration on December 3, 2012 when I received my "FREE" Voucher in the mail! I called them to claim my voucher, long story short- I took the bait. Carlos (the sales rep.) told me that "tell you what- since you are coming so far - we are going to throw in the EXTENDED package for you w/ free accommodations & I will be enjoying an extra:
1) 3 Days & 2 Nights : My choice of Florida Destinations (either Ft. Lauderdale or Orlando
2) 3 Days & 2 Nights on Grand Bahama Island
w/ 7 days transportation by Alamo/Budget Rent-A-Car . At first Carlos offered it for over $900 , but after I was hesitant, he transferred me to the manager : JASON COWAN who offered the trip to me for $616 for 1st 2 passengers... and in the end I took it because they said it was a 1 time thing only (& I stupidly fell for it).
However, because of the limit on my credit card, I was only charged $318.
I told them that I probably can't pay for the trip then... because it will take days to transfer $$ from my debit to credit. (THANK GOODNESS for that limit). They told me "NO PROBLEM! You can just easily make 9 $32 payments!" When they recorded my call, they made sure to say that the package was "NON-REFUNDABLE." (eeek!). I tried to convince myself that this trip would be AMAZING and I would have no regrets since it was so cheap!!
The day after I got super excited and wanted to see what people had to say about the trip...........
let's just say with the pages and pages of BAD reviews and complaints about the trip... I was more than disappointed.
The day after I made sure to cancel my credit card - because I was just not comfortable with having the company know my credit card information.
I saw so many reviews about how CARIBBEAN CRUISE LINE is a scam & that there are so many hidden fees (such as $25/day for transportation - not including $15/day for PARKING FEE ! <--- I found this out by calling them to ask... since they did not tell me before hand) and that the cruise was more of a REFURBISHED OLD FERRY.
----------------------------------------------------------------------------------------------------------------------------
*** SO what I did today (December 6, 2012) - because I just REALLY wanted my money back !!
1) Filed a long complaint with BBB http://www.bbb.org/south-east-florida/business-reviews/vacation-certificate-and-voucher-promotion-services/caribbean-cruise-line-92014161/complaints
-------> ONLY TO REALIZE that might not have been necessary...
SO what exactly did I do and HOW did my REFUND-PROCESS GO?
---> To get my FULL REFUND- I only had to make 2 phone calls :
- Total of : 29 minutes 42 seconds (just checked on my cell call log!)
- Total of times I had to say " I would like to CANCEL MY PACKAGE...please" : 16
- Total of times I had to Raise my voice/Yell/ get frustrated >:C : ZERO !!!!!!!!!!! :)
HERE GOES :
1) I Called their Customer Service : 1800 221 8200
> CONFIRMED MY
- Telephone/Name # that I registered with
- Registration #
- Address
2) Told customer service that : I WOULD LIKE TO CANCEL MY PACKAGE (**** you said to "STAND FIRM" SO I DID !!! ****)
3) They transferred me to a SPECIALIST name : RUBEN
- once I told him that I would like to CANCEL MY PACKAGE ( I had to say : I am a university student.. with bills to pay etc...), he tried everything in his power to change my mind :
- he offered an extension of 3 Years
- Lowered the total price to : $360 (sounds great right??? Except I knew i still had to STAND FIRM !) - offered a NO EXPIRATION DATE (EVER) for the package
- offered LOW payment plans....
Although he was trying to get me to stay, he was still professional, friendly
(NOT AT ALL what I expected!!!)
***Instead of being frustrated that he was still trying to get me to keep my plan- I told him :
" THANK YOU SOOOOOO Very much - I really am grateful that you are trying to help...
but I would STILL like to Cancel my package" :)))
without raising his voice, he said he told me to wait while he transferred my call
............ I waited for about 7/8 minutes but my cell battery drained (I am using an Android- and my battery drains SO QUICKLY - I have 2 spare batteries - and I charge my cell 3 times a day... BUT THAT IS BESIDES THE POINT...!) and cell died- this was around 9:48 PM - their office closes at 10 PM I believe? so I thought maybe they were trying to make me wait for a lifetime till it turns 10 PM & I would have to call again to get my REFUND! (now I feel bad for thinking so badly of them
---> I quickly put a new battery in, called again, repeated everything in steps 1 & 2
- This time my representative's name is :DARIUS (however you spell it)
SIDE NOTE : he sounded like the most enthusiastic/happy person alive (even after I told him I wanted to cancel!) - he even told me "OHHHH you sound SO PERKY! " (I didn't know what to say to that...but he was so friendly!!!)
- after giving him my registration # , he said that Ruben was actually still trying to get a hold of the floor manager for me
I felt bad for doubting them- and apologized for my cell situation
> once again, Darius tried to get me to keep my package, but I still said:
I just want to CANCEL MY PACKAGE - THANK YOU :)))!!!
- without being hostile, he transferred me to LUKE the floor representative (THANK GOODNESS GRACIOUS- NOT THE GEORGE NOLAN guy you described in your post !! I WAS SO HAPPY)
Luke told me that they just want to deliver good customer service and could not force anyone to go on the trip!
**** He asked for the 1st two and last 4 digit of my credit card #, the expiration date... and
told me that the $318 will be fully refunded within a couple of days and that the confirmation of my refund will be in my email within 30 minutes ***
it is now 11:20 PM ( I checked & received the FULL REFUND CONFIRMATION EMAIL about 10 minutes ago!!!*****
-----------------------------------------------------------------------------------------------------------------------
WHAT I DID NOT EXPECT:
Such friendly service--> I thought the floor manager would be hostile/rude etc...!
WHAT I WILL DO TOMORROW:
> Call Better Business Bureau * (BBB) to "UN-file"/delete my complaint before they send it out!!- only because I feel terrible since the REFUND I got from Caribbean Cruise Line was way easier than expected....
& I didn't even get yelled at by any of their representatives (HURRAY :D !)
---------------------------------------------------------------------------------------------------------------
I apologize for the SUPER LONG post- but with all the bad reviews about CARIBBEAN CRUISE LINE's services... I thought I at least owed them a post about their surprisingly GOOD /PROFESSIONAL/FRIENDLY services- even after I asked for a refund ( I can't say for GEORGE NOLAN- since I thankfully did not have to speak with him! ) !
(Ruben even thanked me for listening to all the information he gave me!
I knew in the end i would still cancel, but I did not want to be rude- so I decided to hear him out & listen to him talk about how great the trip would be/what other offers he could give me etc...)
TIP (for those planning on asking for REFUND):
> STAND FIRM
> be friendly on your end--> yelling /swearing etc... might not even be necessary!
> maybe even add in how "GRATEFUL" you are that they are trying to help you out..... but you would still like to "CANCEL the package!"
THANK YOU FOR READING!!!!!
BSYL :)
BesoYala
waterloo,Ontario,
Canada
REFUND from Caribbean Cruise Line- Easier & WAY Less Scary/Stressful than expected- PHEWF !!
#4Consumer Comment
Fri, December 07, 2012
Hi there!
I just wanted to start off by saying THANK YOU SO VERY MUCH for your post.
It may sounds silly but you actually gave me the courage to call Caribbean Cruise Line to ask for my $318 back and I DID NOT even have to :
1) Yell/Raise my voice
2) Take to George Norman :$
(I am not really the yelling/arguing type so I thought worst comes to worst maybe there would just be a ton of tension/yelling involved- but at least I would get my FULL REFUND BACK!)
3) use the "Florida Sellers of Travel Act" against them !.
Like many other people- I too fell for the "FREE" Bahamas Celebration on December 3, 2012 when I received my "FREE" Voucher in the mail! I called them to claim my voucher, long story short- I took the bait. Carlos (the sales rep.) told me that "tell you what- since you are coming so far - we are going to throw in the EXTENDED package for you w/ free accommodations & I will be enjoying an extra:
1) 3 Days & 2 Nights : My choice of Florida Destinations (either Ft. Lauderdale or Orlando
2) 3 Days & 2 Nights on Grand Bahama Island
w/ 7 days transportation by Alamo/Budget Rent-A-Car . At first Carlos offered it for over $900 , but after I was hesitant, he transferred me to the manager : JASON COWAN who offered the trip to me for $616 for 1st 2 passengers... and in the end I took it because they said it was a 1 time thing only (& I stupidly fell for it).
However, because of the limit on my credit card, I was only charged $318.
I told them that I probably can't pay for the trip then... because it will take days to transfer $$ from my debit to credit. (THANK GOODNESS for that limit). They told me "NO PROBLEM! You can just easily make 9 $32 payments!" When they recorded my call, they made sure to say that the package was "NON-REFUNDABLE." (eeek!). I tried to convince myself that this trip would be AMAZING and I would have no regrets since it was so cheap!!
The day after I got super excited and wanted to see what people had to say about the trip...........
let's just say with the pages and pages of BAD reviews and complaints about the trip... I was more than disappointed.
The day after I made sure to cancel my credit card - because I was just not comfortable with having the company know my credit card information.
I saw so many reviews about how CARIBBEAN CRUISE LINE is a scam & that there are so many hidden fees (such as $25/day for transportation - not including $15/day for PARKING FEE ! <--- I found this out by calling them to ask... since they did not tell me before hand) and that the cruise was more of a REFURBISHED OLD FERRY.
----------------------------------------------------------------------------------------------------------------------------
*** SO what I did today (December 6, 2012) - because I just REALLY wanted my money back !!
1) Filed a long complaint with BBB http://www.bbb.org/south-east-florida/business-reviews/vacation-certificate-and-voucher-promotion-services/caribbean-cruise-line-92014161/complaints
-------> ONLY TO REALIZE that might not have been necessary...
SO what exactly did I do and HOW did my REFUND-PROCESS GO?
---> To get my FULL REFUND- I only had to make 2 phone calls :
- Total of : 29 minutes 42 seconds (just checked on my cell call log!)
- Total of times I had to say " I would like to CANCEL MY PACKAGE...please" : 16
- Total of times I had to Raise my voice/Yell/ get frustrated >:C : ZERO !!!!!!!!!!! :)
HERE GOES :
1) I Called their Customer Service : 1800 221 8200
> CONFIRMED MY
- Telephone/Name # that I registered with
- Registration #
- Address
2) Told customer service that : I WOULD LIKE TO CANCEL MY PACKAGE (**** you said to "STAND FIRM" SO I DID !!! ****)
3) They transferred me to a SPECIALIST name : RUBEN
- once I told him that I would like to CANCEL MY PACKAGE ( I had to say : I am a university student.. with bills to pay etc...), he tried everything in his power to change my mind :
- he offered an extension of 3 Years
- Lowered the total price to : $360 (sounds great right??? Except I knew i still had to STAND FIRM !) - offered a NO EXPIRATION DATE (EVER) for the package
- offered LOW payment plans....
Although he was trying to get me to stay, he was still professional, friendly
(NOT AT ALL what I expected!!!)
***Instead of being frustrated that he was still trying to get me to keep my plan- I told him :
" THANK YOU SOOOOOO Very much - I really am grateful that you are trying to help...
but I would STILL like to Cancel my package" :)))
without raising his voice, he said he told me to wait while he transferred my call
............ I waited for about 7/8 minutes but my cell battery drained (I am using an Android- and my battery drains SO QUICKLY - I have 2 spare batteries - and I charge my cell 3 times a day... BUT THAT IS BESIDES THE POINT...!) and cell died- this was around 9:48 PM - their office closes at 10 PM I believe? so I thought maybe they were trying to make me wait for a lifetime till it turns 10 PM & I would have to call again to get my REFUND! (now I feel bad for thinking so badly of them
---> I quickly put a new battery in, called again, repeated everything in steps 1 & 2
- This time my representative's name is :DARIUS (however you spell it)
SIDE NOTE : he sounded like the most enthusiastic/happy person alive (even after I told him I wanted to cancel!) - he even told me "OHHHH you sound SO PERKY! " (I didn't know what to say to that...but he was so friendly!!!)
- after giving him my registration # , he said that Ruben was actually still trying to get a hold of the floor manager for me
I felt bad for doubting them- and apologized for my cell situation
> once again, Darius tried to get me to keep my package, but I still said:
I just want to CANCEL MY PACKAGE - THANK YOU :)))!!!
- without being hostile, he transferred me to LUKE the floor representative (THANK GOODNESS GRACIOUS- NOT THE GEORGE NOLAN guy you described in your post !! I WAS SO HAPPY)
Luke told me that they just want to deliver good customer service and could not force anyone to go on the trip!
**** He asked for the 1st two and last 4 digit of my credit card #, the expiration date... and
told me that the $318 will be fully refunded within a couple of days and that the confirmation of my refund will be in my email within 30 minutes ***
it is now 11:20 PM ( I checked & received the FULL REFUND CONFIRMATION EMAIL about 10 minutes ago!!!*****
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WHAT I DID NOT EXPECT:
Such friendly service--> I thought the floor manager would be hostile/rude etc...!
WHAT I WILL DO TOMORROW:
> Call Better Business Bureau * (BBB) to "UN-file"/delete my complaint before they send it out!!- only because I feel terrible since the REFUND I got from Caribbean Cruise Line was way easier than expected....
& I didn't even get yelled at by any of their representatives (HURRAY :D !)
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I apologize for the SUPER LONG post- but with all the bad reviews about CARIBBEAN CRUISE LINE's services... I thought I at least owed them a post about their surprisingly GOOD /PROFESSIONAL/FRIENDLY services- even after I asked for a refund ( I can't say for GEORGE NOLAN- since I thankfully did not have to speak with him! ) !
(Ruben even thanked me for listening to all the information he gave me!
I knew in the end i would still cancel, but I did not want to be rude- so I decided to hear him out & listen to him talk about how great the trip would be/what other offers he could give me etc...)
TIP (for those planning on asking for REFUND):
> STAND FIRM
> be friendly on your end--> yelling /swearing etc... might not even be necessary!
> maybe even add in how "GRATEFUL" you are that they are trying to help you out..... but you would still like to "CANCEL the package!"
THANK YOU FOR READING!
BSYL :)
