My complaint:
I get an email to say the departure port has changed with no further information provided on Feb 21st. .
I emailed on the 22nd Feb and get no reply.
I call on March 2nd and get put on hold for 15 minutes and then cold transferred to another agent. I make a complaint. Still no call back from a manager
Finally get a reply to the email on March 5th but this has wrong and misleading information. Replied on March 5th and as of the 15th March still no reply back .
March 10th call yet again to find out why I have not heard back from a manager, why i am not getting a reply to emails and who exactly is responsible for transfers . Was told a manager will call me back within 48 hours.
March 15th still no reply to the email and no manager call back. Now on hold for 20 minutes with the same agent from the 2nd March that placed me on hold, been on hold so far 22 minutes. Call has now disconnected after 25 minutes on hold
Second call back on the 15th and the agent refused to give a reference number for the call, refused to provide the process for a GDPR request as required under European law. Agent told me that the transfer would be included, told me that my cruise was changed in November yet for some reason I only received notification on 21st.
Still also waiting on a reply to an email in June or July 2021!!
I can see why your only rating under 2 stars for customer service. this is supposed to be a simple honey moon cruise and I’m busy with the wedding and shouldn’t have this hassle to get simple answers or correct information.
Suggested solution:
Apology and call from a manager!
Correct information provided