Iglu Cruise complaint: Charged onboard for a drinks package that had already been paid for

Mr. Terrence and Mrs. Jean Boyce had booked to go to Norway prior to the pandemic, an all inclusive deal for their 35 year wedding anniversary and have been on many cruises like this with celebrity cruises with no problems, hence they returned. Because of the pandemic it was postponed twice, however, they finally boarded the celebrity Silhouette 30th April 2022 but found on arrival that the they had to pay a $1000 cash for an all inclusive drinks package and gratuity that should of been already in place as they were promised the same deal that they had paid for prior to the pandemic, if not better. On approaching Iglu, many messages were exchanged with their customer relations department but to no avail. It was left that the cruise ship had to be contacted directly by Mr. and Mrs. Boyce for full onboard account details to obtain a refund but the wrong cruise ship emailed us back and Iglu customer relations have not responded to the most recent emails. We have been left with no help, answers or refund, and were thinking of contacting Rip-off Britain on BBC1 whom seem to be more successful with these problems.