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Cruise Refunds Being Brought to State and Better Business Bureau

Orlando Martinez

Orlando Martinez

  • December 9, 2020

carnival cruise better business bureau

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Frustrated by continued delays, cruisers searching for refunds for canceled sailings have increasingly turned to Florida’s Attorney General and the Better Business Bureau for assistance.

Almost 500 Complaints

According to data from the South Florida Sun-Sentinel , 494 cruisers have filed refund-related complaints with the Florida Attorney General’s office since April 1. Of those, 328 were filed before August 20, the date the paper first requested the complaint records.

By far, Norwegian Cruise Line tops the list with 353 total complaints, 101 of which were filed since August 20. Royal Caribbean comes in second, with 97 total complaints, 22 since August 20, and Carnival Cruise Line takes third place with 65 total complaints, 11 since August 20.

MSC Cruises is in fourth place with 50 total complaints, but it’s notable that of those 50, 21 were received before August 20, with 29 coming in since… the only line to show a complaint increase in the last 3 months. Of the major cruise lines analyzed by the Sun-Sentinel , only Disney Cruise Line registered 0 complaints to date.

Attorney General Ashley Moody’s press secretary said the office has helped secure over $800,000 in refunds for cruisers this year.

An F Rating for One Cruise Line

The Attorney General’s statistics only tell part of the story. Better Business Bureau complaints also reflect the immense frustration cruisers are experiencing getting their money back for a canceled 2020 cruise from Norwegian Cruise Line and MSC Cruises.

MSC Cruises generated 227 BBB complaints over the last 12 months, with the BBB giving the cruise line an F rating for failing to respond to 23 complaints (a full 10 percent) and failing to resolve 38 inquiries, meaning over 26 percent of the BBB cases were not resolved by the line. Norwegian Cruise Line didn’t do much better, with 37 of 651 complaints from the last 12 months remaining unresolved. Norwegian earned a dismal D- rating from the BBB.

In contrast, the BBB has awarded Royal Caribbean an A+, Carnival Corp. has an A rating, and Bahamas Paradise has earned a B+.

Cruisers Are Complaining on Social Media

On MSC’s Facebook page, it’s hard to find a post without a comment from a customer looking for a refund. On two recent Facebook posts promoting summer 2021 cruises, Michael Cuervo wrote “Refunds from last summer please ????????” and “My refund from July would look better.”

An MSC spokeswoman told the Sun-Sentinel that “sustained extraordinary circumstances” were responsible for the delays in issuing refunds, and said MSC appreciates “continued patience” from customers.

“There’s no excuse for lengthy delays at this point”

For those still waiting for a refund from a canceled cruise earlier this year, cruise experts suggest several strategies in addition to complaints with the Attorney General or BBB.

“Consumers should consider filing disputes with their credit card companies for refunds taking longer than 90 days,” Stewart Chiron, better known as The Cruise Guy , said. “There’s no excuse for lengthy delays at this point.”

If your upcoming cruise is canceled, Chiron suggests turning down the more valuable Future Cruise Credit being offered by most cruise lines and instead going for a refund, even if it takes a little longer to get your money back.

“Because of the uncertainty when and where cruise lines will be sailing, I would opt for the refund and rebook when schedules are definitive,” he told Cruise Radio.

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  • Carnival Cruise Lines

Carnival's Better Business Bureau Rating

charleecrat

By charleecrat , April 29, 2009 in Carnival Cruise Lines

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Cool Cruiser

Yesterday BBB was a name you could trust and rely on for rating how good businesses dealt with complaints and resolutions, today now that they rated Carnival with a "D-" they are the most hated, unreliable, untrusted organization, bar none, by the Carnival Cheer Squad. My how things can change so quickly. At least you're consistent.

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gtouch

Ted I agree that once they were a name to be trusted. The problem is they haven't kept up with the times and what they put out really doesn't inform the public. I'm not a cheerleader for Carnival. The best and worst cruise I have had was with Carnival. They track the number of complaints and the answers to those complaints. Not the quality or against the number of customes served. If you service 5 million customers a year or 500 it doesn't matter if you have 50 bad complaints that you don't address to the BBB satisfaction they give you a bad review.

FantasyLineAddict

FantasyLineAddict

I think travel companies in general have low ratings with the BBB. The ratings are based on how a complaint is resolved, and even though I've had no problems with Carnival, I've read many legitimate complaints that weren't handled well at all or were not handled in a timely manner.

I think Carnival has to spend so much time dealing with those who become unhappy with their cruise after receiving their S&S that they lose sight of the valid complaints. Someone who spent way too much on drinks or in the casino can suddenly decide the food was awful and their room wasn't clean, but it wasn't addressed during the cruise.

I don't know where you got the idea that just yesterday the BBB was a great organization? Personally I think they've sucked for years now :D
Oh, did I say "Great Organization"...wait let me read what I said again...nope "Great Organization" is not in there. Please quote me correctly in the future. Thanks.

Nah, you label everyone with a positive comment about Carnival as a cheerleader so why make the effort? You seem to have a grudge against Carnival for some reason, sorry to hear that.

jetskier

As a multiple business owner, the BBB does not offer me anything for the fee charged. They have no power to resolve anything other than to threaten a business with a bad rating. You are better off contacting your State Attorney's office to resolve a problem.

Just to put some perspective on those 549 complaints. Carnival has 5 Conquest class ships that sail at virtually full capacity (2974 passengers) each week.

That means that each week on the 5 Conquest class ships there are approximately 14870 passengers aboard.

Each ship sails 50 weeks a year, so now we're up to 743,500 passengers on just 5 of Carnivals 22 ships per year.

At 549 complaints per year that works out to a dissatified rate of .0007383 just for the Conquest class ships.

After 16 Carnival cruises I've never found anything of substance to complain about. I've had waiters that weren't too attentive, room stewards that were a bit slow or invisible for my liking. Meals in the DR that I didn't care for, but nothing that would rise to the level of needing to complain about it. In fact the only thing I've ever complained about was the guy beating the crud out of his wife outside my cabin one morning. (Security promptly came and took him away)

Maybe I'm too easy.....I don't think so, I enjoy fine restaurants, I've traveled in Europe, in my business travel I've logged many hundreds of thousands of miles on airplanes, and spent months in hotels all over the country. So I think I have a pretty well rounded travel experience where I should be able to discern poor service when I see it.

Like others have said here, most complaints stem from people being uninformed, having unreasonable expectations or just looking to get something for nothing. I don't think this is exclusive to Carnival.

CRUISEMAMMA

CRUISEMAMMA

I noticed Royal Caribbean isnt listed with the BBB? Wonder why? Maybe they service as many people as Carnival and have just as many complainers. Seems like this world is full of complainers regardless of the situation. Yes there are bad situations, but for the most part I think more and more people just look for reasons to complain.

Diving Rabbit

Why does carnival have a D- rating if it is such a great cruise line? I would think with over 500 complaints, where there is smoke there is fire.   http://www.seflorida.bbb.org/BusinessReport.aspx?CompanyID=21000334
i have always hung out with the D and F croiwd. They always seemed to have the most fun!

5,000+ Club

If you want to see something really scarey, check on the NCL complaints! Many of these are never responded to by NCL.

Don't forget, if a passenger is not happy with the resolution offered by the cruise line it isn't as if the cruise line didn't respond to the complaint.

BBB is just another place to check on a rating of a business and get an idea of what people are complaining about . Forewarded is forearmed.

Carnival is not going to lose business over what you find in the BBB listings. Far more passengers speak volumes about their satisfaction with Carnival by returning to Carnival again and again. If they were so unhappy, they would book with another cruise line.

It is all about perspective.

libbyonthelabel

I found them, they have a B.

cascole

... and Publix & Walmart have Fs. The bigger the company, the more complaints - no one ever writes to the BBB when they are happy! Smoke does not always equal fire.

trock

The BBB is about as useful as Wikipedia.. anyone can say anything they want and make it sound like Gospel

and no I am not a cheerleader...

BigDfromTN

The BBB is an antiquated organization that needs to just go away. They are right up there with the government in terms of "inconsistencies". I don't use an abacus to do math so I don't use the BBB to give me an informative profile of a business.

Obviously they are not a member of the BBB. The BBB will never rule against a member! Who would bite the hand that feeds it???

And as stated...... A very small percentage of cruisers have complained.

Carnival has 23 active ships. (Some estimated math here.)

23 ships X 3000 pax per trip X 70 cruises per year each ship(avg 5 day trips.) = 4,830,000 / 549 = .0001 or .01 percent.

PRETTY DARN GOOD IN MY BOOK!!!!!

numbers used are only my guesstimates off the top of my head. Actual number could be larger or smaller with minute changes to percentage.

LMAO, I resemble that remark!!

Just a question...If BBB is useless and nobody (not just here) respects their Rating System...How can they stay in Business? I'm curious, I don't do business with them myself, but they have sort of a "Customer Advocate" reputation, so I guess somebody is pumping money into their business. Seriously, just wondering...

This topic is now archived and is closed to further replies.

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Still waiting on a refund for a canceled cruise? You’re not alone

  • Ron Hurtibise, South Florida Sun Sentinel (TNS)

Eight months after the COVID-19 pandemic shut down cruising around the world, customers are still waiting for refunds of money they paid for canceled cruises.

After reaching a fever pitch over the summer, complaints about delayed refunds are still coming into the Florida Attorney General’s Office, according to data requested by the South Florida Sun Sentinel.

The number of consumers angry enough to file complaints with the attorney general represents just a fraction of those frustrated by delayed refunds. Thousands of customers posted angry comments throughout the summer on Facebook, Yelp and Better Business Bureau pages of numerous cruise lines demanding the lines fulfill promises to return money spent for vacations canceled after the shutdown in mid-March, when COVID-19 infections rapidly increased aboard ships at sea.

Jim Walker, a Miami-based maritime law attorney, says frustrated customers have little to no recourse because terms and conditions of their cruise tickets don’t require cruise lines to provide any compensation for canceled cruises and they prohibit customers from suing over cancellations.

Those that are promising refunds are doing so to avoid looking bad to future customers, he said. Meanwhile, the cruise lines have continued to take payments for scheduled cruises that have later been canceled as the pandemic drags on, he said.

“It’s a giant Ponzi scheme,” he said. “The cruise lines are marketing and selling cruises knowing they will be canceled. Then they hold onto the money and offer future cruise credits.”

While data from the attorney general shows that complaints against many of the cruise lines have tapered off since August, they’ve increased significantly against others.

Complaints filed against MSC Cruises, a Switzerland-based company with offices in Fort Lauderdale, Florida, jumped from 21 between April 1 and Aug. 20 to 50 through Dec. 1 — a 138 percent spike. Complaints against Norwegian Cruise Line, headquartered in Miami, increased from 152 to 253 — a 66 percent increase.

Frustrations grow

Angela and Tony Violante of Longwood were given a choice of a refund or credit toward a future cruise when they canceled a seven-day Eastern Caribbean cruise with MSC Cruises. They filled out an online form requesting a refund. That was back in March.

The couple is still waiting for the return of their $1,500.

“I’ve contacted them several times. I’ve sent emails. All we kept hearing (from company representatives) was, ‘They’re behind. Look for it in 60 days.’ We’ve got nothing.”

Pentti and Sherry Vartiainen of Punta Gorda told MSC Cruises they’d settle for a credit toward a future voyage. That still hasn’t come, Sherry Vartiainen said.

“I’ve called and emailed more than 50 times,” she said. “They claimed they didn’t have records of my phone calls. They said there was a computer glitch. Nothing ever happens.”

Asked in August about its customers’ complaints, an MSC spokeswoman urged patience, blaming delays on unspecified “extraordinary circumstances” related to the pandemic. This week, the spokeswoman blamed continued delays on “sustained extraordinary circumstances” and said the company appreciates its customers’ “continued patience.”

Today, customers say they’re running out of patience.

What can you do?

Cruise customers still waiting for refunds have little choice but to continue contacting the companies and asking for their money, experts say.

Posting their stories on social media sites might provoke a quicker response, as might filing a complaint with the Florida Attorney General’s Office because most cruise lines’ United States operations are headquartered there.

A newly formed organization called Global Cruise Activist Network, which is pushing the industry to improve how it treats the environment, port communities and consumers, released a video this month urging consumers not to accept future cruise credits when their trips are canceled.

If eligible, they should request cash refunds instead, network co-founder Karla Hart says. That’s because many large cruise lines have revised their cancellation policies and are no longer offering refunds for rebooked cruises that get canceled. Plus, many cruise lines are letting future cruise credits expire if you don’t use them within 12 months, potentially leaving consumers with nothing, she said.

Cruise lines are urging refund-eligible consumers to rebook future cruises not just so they can keep the cash to fund current operations, Hart said. They also need to keep future bookings at high levels to keep prices high, she said.

Some customers who accepted seemingly generous future cruise credits worth 125 percent of what their canceled cruises cost are discovering price hikes when they try to rebook similar cruises.

Kyle and Jennifer Seiter of San Antonio thought they were getting a deal last spring when Norwegian Cruise Line offered them a future cruise credit worth $10,000 if they agreed not to pursue an $8,000 refund for their canceled Greek Islands cruise. But when their rebooked cruise was canceled, Norwegian said a refund was no longer an option. Making matters worse, the price of a comparable cruise is now $14,000, Kyle Seiter said.

“I’m being held hostage at this point,” he said. “I feel like my money is helping to keep the company afloat.”

Cancellation after cancellation

Many Norwegian customers responded harshly to an announcement posted on the company’s Facebook page on Wednesday extending its fleetwide suspension through Feb. 28.

“This is the third time canceled. I want a refund, not another Future Cruise Credit,” railed Carol Dean of Lindale, Texas. “You have had $7,000 for two years. I want it back!”

Jared Tuck, who lives in Seminole, asked, “Am I entitled to a refund now? I have had three cruises canceled due to COVID and at this point I’d rather have my money back versus future cruise credits.”

Norwegian officials did not respond to a request for comment about the complaints. Cruise Line International Association, a trade association representing all of the major cruise companies, also did not respond to questions about the delays’ effects on the industry’s reputation.

Online reviewers haven’t been kind to Norwegian and MSC.

MSC cruises generated 227 complaints to the Better Business Bureau over the past 12 months. The agency gave the company its F rating for failing to respond to 23 complaints and failing to resolve 38 complaints.

Of 1,035 complaints about Norwegian filed with the Better Business Bureau, two thirds — or 651 — were submitted over the past 12 months. All have been closed. The company gave Norwegian one of its lowest ratings — a D-minus for failing to resolve 37 complaints.

Cash-flow problems don’t appear to be the culprit for slow refunds at MSC and Norwegian. In May, Norwegian’s CEO announced the company had enough liquidity to last 18 months with no revenue. And MSC Cruises’ parent company is Mediterranean Shipping Co., a global conglomerate that analysts estimate generates more than $30 billion a year. The company does not make its financial results public.

The MSC Cruises spokeswoman said the company has resolved most of the complaints its customers filed with the Attorney General’s Office, while Kylie Mason, press secretary for Attorney General Ashley Moody, said the office has helped secure more than $800,000 in refunds for consumers of various cruise lines.

Some cruise lines are catching up

Meanwhile, the rate of complaints to the Attorney General’s Office about slow refunds from other companies has declined.

Carnival Cruise Line, subject of 54 complaints through Aug. 20, generated just 11 more through Dec. 1. “We have continued to process refunds as quickly as possible,” spokesman Vance Guiliksen said. “There are certain forms of payment that still require a manual process. Any guest who is experiencing a delay should contact our guest center for assistance.”

Royal Caribbean, target of 76 complaints through Aug. 20, generated 22 more through Dec. 1. “Many guests have already been assisted to their satisfaction and we will continue to focus on doing even better,” spokesman Jonathon Fishman said.

Only three complaints came in about Bahamas Paradise Cruise Lines since Aug. 20, bringing its total to 26.

Holland America, owned by Carnival Corp., is subject of just three complaints since April 1, and none since Aug. 20.

No complaints have been filed against Disney Cruise Line since April 1.

The BBB gives Royal Caribbean its highest rating, A-plus, while Carnival Corp. has an A rating and Bahamas Paradise has a B-plus.

Hoping the pandemic would end quickly, cruise lines continued to take reservations and payments for voyages scheduled throughout the latter part of 2020, only to cancel them as departure dates neared and the U.S. Centers for Disease Control and Prevention repeatedly extended its nationwide No Sail Order.

The CDC lifted the suspension after Oct. 31, but announced a framework for resumption that requires the cruise lines to demonstrate that they can operate safely.

But cruise lines are still working out how to implement safety protocols and are now hoping to resume their from U.S. ports sometime in early 2021.

©2020 South Florida Sun Sentinel. Visit at sun-sentinel.com . Distributed by Tribune Content Agency, LLC.

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Legitimate Cruise Websites (BBB Accredited Companies)

Wish to search and find a perfect ocean or river cruise vacation from a variety of cruise lines, destinations, itineraries, ships, and departure dates? Booking from legitimate and trustworthy cruise deal websites is the best way to avoid the risks of being exploited, overcharged, scammed or ripped off. This list provides information about online cruise booking services approved by the Better Business Bureau , after being thoroughly reviewed by the national consumer organization and successfully meeting all their strict requirements.

Wish to search and find a perfect ocean or river cruise vacation from a variety of cruise lines, destinations, itineraries, ships, and departure dates?

Booking from legitimate and trustworthy cruise deal websites is the best way to avoid the risks of being exploited, overcharged, scammed or ripped off. This list provides information about online cruise booking services approved by the Better Business Bureau , after being thoroughly reviewed by the national consumer organization and successfully meeting all their strict requirements.

Legitimate Cruise Websites (BBB Accredited Companies)

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  • Tips: What Should I Do After Being Scammed Online?
  • The Sad Truth behind the Trustworthiness of Online Reviews

For many people, taking a cruise represents the perfect opportunity to escape from the everyday grind and get exposed to unfamiliar parts of the world in a laidback environment. Every year, this type of vacation captures the imagination and attracts of millions of tourists from all over the world: singles, couples, entire families and groups of friends. Large cruise ships are designed as ‘floating cities’ that have a lot to offer: delicious meals, superb daytime and evening entertainment, endless onboard activity options, exotic destinations with shore excursions and great value-for-money, compared to other vacation alternatives. Booking websites offer a convenient way to get up-to-date information and compare cruise lines, prices, availability, cabin options, trip lengths, special discount offers and last minute deals – all in one convenient place. They help would-be cruisers to plan and execute an exciting journey of their dreams that will cause the ultimate marine adventure. Consumers can choose the package the best meets their budget, schedule or mindset, be it a romantic voyage, luxury holiday, expedition travel or an all-inclusive family vacation. The major names that dominate this industry include Carnival, Royal Caribbean, NCL Norwegian, and MSC and each company has its own unique target demographic, advantages, features and ship atmosphere, so it’s vital to shop around.

Consumer Tips: How Keep Safe and to Avoid Cruise Scams Online

Just like any other sector that involves travelers, businesses, and money that switches hands, the cruise tourism market also has its fair share of scammers, fraudsters and cybercriminals that operate online and look for potential victims. Scammers use many illegal or unethical ways to trick, mislead or con consumers. Some fraudulent third-party vendors deceptively advertise significant below-market prices as part of a classic bait and switch tactic. After a reservation is being made, a company rep contacts the customer and tries to persuade him to agree to a new, much higher rate due to a “system error” or lack of confirmation from the actual cruise line. Other unreliable cruise sites falsely promise many extras, bonuses or rewards that may come in the form of onboard credit (OBC), free beverage, dining or internet packages, free gratuities, free cabin upgrades or other types of tempting incentives. Customers of such dishonest booking services are often disappointed to discover these promises for supposed perks and benefits are eventually not honored, under many pretexts. Taking these steps will help you find more credible and reliable cruise companies in this market:

Interested in a Bonus Offer? Read the Fine Print

The special offers can often be confusing, as these freebies may only pertain to very specific cruise ships, destinations or sail dates.

Investigate the Cruise Booking Website’s BBB Record

Check the company’s record on the Better Business Bureau’s website. What you’ll find there, will help you evaluate whether it’s a legitimate business that deserves your money and trust or if you must look elsewhere. Look for current BBB rating, customer reviews, complaints, warnings and alerts on their business profile. Also, learn how long it has been in business – a potential indicator of experience and reputation. If the company is not even listed with the BBB, this is a very bad sign. On the other hand, if the cruise travel site is certified as a BBB Accredited Business , it’s an important positive signal.

Pay Close Attention to Red Flags

Learn how to protect yourself better when ordering goods and services on the internet, to avoid scammers and keep safe in general. Knowing how to check if a website is legitimate or not is the first line of defense.

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A review of cruise ship excursions and tours

Many cruise ship ports have dozens of tour operators and they compete fiercely for inclusion and endorsement by the cruise ship lines.  The revenue can amount to millions of dollars per year and there are lots of scams.

The cruise ship lines carefully certify all of their endorsed shore excursions and tours for safety, value and professionalism and they charge you a fee for warranting all shore tours. 

The cruise ship lines want to ensure that you have a good time and they charge you add-on fees for their endorsement and warranty.  If you are unsatisfied with your cruise ship shore excursion you have many rights, and the cruise ship lines will offer you a full refund and many perks if you are treated poorly on a shore tour or excursion.

Tips for booking shore excursions

Many shore excursions may book-up quickly and most cruise lines have a toll-free telephone line whereby you can guarantee your reservations for any shore excursions.

Once guaranteed with your credit card, the cruise ship line is obligated to provide the tickets and you are entitled to substantial compensation for any failure to honor your reservations.

Just like the airlines, some cruise ship lines over-book their shore excursions, and should you have an "involuntary bump" you are entitled to a full refund and a certificate towards a future shore excursions (of an equal or lesser value), just like airline overbooking.

Your rights on cruise ship tours

If you have a complaint about your shore excursion, remember that the cruise line has certified all tours and excursion operators for safety and good value.  The cruise line adds a markup fee to the actual costs of the tours in return for certifying that you will receive a high-quality tour experience.

See the web site Cruise Bruise for details on your remedies for shore excursions and tours gone bad.

If a cruise ship excursion operator has provided you with sub-standard service, you may be entitled to obtain compensation for lost time, pain and suffering, emotional distress and lost port time.  In most cases, documented excursion complaints entitle you to a full-refund plus coupons for free future cruise excursions. 

Documenting your cruise ship tour complaint

Justice suggests that the amount of your compensation is directly proportional your degree of emotional distress, physical discomfort and physical injury.  The cruise operators are very grateful for properly presented and documented complaints and they may immediately issue you a full refund and free vouchers for future cruises and tours.  If you present a clear and convincing case to the shore excursion desk, they are authorized to reverse the charge and compensate you for lost time, emotional distress and physical injury. 

The top-shelf cruise lines want you to complain and they will reward you for your feedback because it gives them an opportunity to re-evaluate the tour operator and prevent potentially devastating future claims. 

Once the cruise line has received a complaint about a tour or excursion they should fully investigate and resolve the complaint.  Remember, the cruise ship lines rely heavily on word of mouth for future sales, and this is reflected in their records with the Better Business Bureau, a reputation that they are very anxious to protect.

The squeaky wheel gets the grease

The cruise lines are all about maximizing profits and many of the cruise ship lines count-on the timidity of their passengers to minimize compensation to unsatisfied tour customers.

The cruise lines are very aware that a shore excursion is a once in a lifetime experience for many passengers and they have reserved significant funds for passenger compensation.  Some cruise lines require that you file a formal complaint in-order to receive compensation for a bad experience, while others simply require an in-person visit to the shore excursion desk.

Tips for problems in compensation claims

Some of the less scrupulous cruise lines will balk at a refund request, hoping that you will not have the Moxie to demand your rights.  If you meet resistance at the shore excursion desk, remember that their goal is to move you aside, where you may simply be ignored until you depart in frustration.  Here are my tips for maximizing complaint outcome:

  • Negotiate - DO NOT threaten legal action.  This will shut them down and end any informal compensation.  
  • Explain - Explain the exact nature of your complaint and the amount of emotional or physical distress that you experienced.  
  • Assert - Do not relinquish your place at the front of the line.  They want you to step-aside, where you may be ignored.  
  • Escalate - Demand to speak with a supervisor immediately, and DO NOT relinquish your place in line until you have received satisfactory resolution.  
  • Share - Don't be afraid to share your bad experiences with other passengers waiting in the line.  You may save them a miserable experience.  Make it clear that you have the legal right to stand near the shore excursion desk and share your experiences with fellow passengers.

If you are unfortunate enough to be riding with a failing cruise line that fails to satisfy your complaint, keep-in-mind that they may be in collusion with the tout operator to rip-off the customers.  Here us how you can assert your rights to fair treatment.

Ignore the unenforceable gibberish

Some of the more unscrupulous cruise lines will have legalese buried in their shore tour literature that is blatantly contradictory and non-enforceable.  For example, some state that they are not an agent of the shore excursions, even though they act as an agent.  I'm told that the legal term for this type of contradictory clause is "LSIYAAI" ( let's see if you are an idiot ):

"Crumbum cruise lines are NOT and agent of the shore excursion operators, notwithstanding that we advertise, promote, represent, accept funds and allow them to place the Crumbum logo on their signage"

Obviously, this is nonsense, and not enforceable in any court of law anywhere on the planet.  If you are given the excuse "we are not an agent of the tour operator", make sure to mention hat the cruise line promotes, advertises, accepts money on their behalf and allow their logo to be placed on their signage.

This attorney notes that these disclaimers are not always enforced and that injured cruise ship passengers can receive awards from the cruise line for injuries on shore excursions:

"You may be entitled to recover even if you are injured while off the cruise ship on a shore  excursion. Typically the fine print on the back of the ticket contains statutes of limitations  (time deadlines to file a lawsuit) as well as venue locations (cities where the lawsuit must be filed).  If you are injured aboard a cruise ship and wish to make a claim, you must act quickly so that the statute of limitations does not expire. "

This site notes that the promotion of shore excursions may shift liability to the cruise lines:

"Some courts have held that a disclaimer for an on-shore excursion may not be enforceable if the passenger relied upon representations or warranties regarding the safety, competence, and reliability of on-shore suppliers of travel services"

Suing for an excursion rip-off

I f you don not receive satisfaction for your losses on a cruise ship tour, your cruise ship contract requires that you sue within a specific jurisdiction (e.g. Miami).  To understand the extent of cruise ship complaints we need only look at the reports and recommendations of the Better Business Bureau.  As we see, the ratings vary widely:

  • Carnival Cruise Line - The better business bureau in Miami notes:  "Based on BBB files this company has an unsatisfactory record. Specifically our files show a pattern of no response to customer complaints, a failure to eliminate the basic cause of complaints and misrepresentation of marketing practices brought to their attention by the Better Business Bureau."  
  • Costa Cruise Line - The Miami BBB notes "Based on Better Business Bureaus files this company has responded to any complaints brought to their attention by the Better Business Bureau, however one complaint remains unresolved."  
  • Freestyle Cruises - The Miami BBB notes "Based on BBB files, this company has a satisfactory record with the Bureau. The Bureau has processed no customer complaints on this company in its three-year reporting period."  
  • Norwegian Cruise Line - The Miami BBB notes: "Based on BBB files, this company has an unsatisfactory record with the Bureau due to a failure to respond to complaints. The Better Business Bureau met with the company on November 18th, 2004 due to the recent increase in complaint activity concerning customer service issues. The company informed the Bureau that they have taken action to correct the underlying cause of the complaints.  When evaluating complaint information, please consider the company's size and volume of business. The number of complaints filed against the company may not be as important as the type of complaints and how the company handled them. The Bureau processed a total of 353 complaints about this company in the last 36 months, our standard reporting period. Of the total 353 complaints in the last 36 months, 96 of those were closed in the last 12 months."  
  • Radisson Seven Seas Cruises - The Miami BBB notes "Any complaints processed by the Bureau in its three-year reporting period have been resolved."  
  • Windjammer Barefoot Cruises - The Miami BBB has a SATISFACTORY rating: "Based on BBB files, this company has a satisfactory record with the Bureau. Any complaints processed by the Bureau in its three-year reporting period have been resolved."  

References on cruise ship tour excursion liability

These are unverified web references relating to compensation for poor cruise ship shore excursions and tours. 

"Lipcon's lawsuits, which are similarly worded, also says many passengers are overpaying for the services provided. "At no time... did the defendants inform the class that [they] may be able to obtain the same and/or similar shore excursions at lower prices than the defendants were charging and collecting for the shore excursion," each lawsuit says. Lipcon's lawsuits cover the last three years. During that time, he said, roughly 19 million passengers purchased shore excursions on the Carnival ships that are targeted by the lawsuit."

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COST of day trip to Moscow ??

By densol , February 26, 2012 in Northern Europe & Baltic Sea

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Cool Cruiser

We have just booked a cruise to the Baltics for next year. I am trying to find out the average cost for a day trip to Moscow from STP. I have searched several times, and whilst I have read reviews and reports about the trips etc - I cannot actually see any examples of the costs. I imagine its quite expensive - but we want to do it so I need to budget LOL !!

Any ballpark figures ? :D

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TLCOhio

We have just booked a cruise to the Baltics for next year. I am trying to find out the average cost for a day trip to Moscow from STP. I have searched several times, and whilst I have read reviews and reports about the trips etc - I cannot actually see any examples of the costs. I imagine its quite expensive - but we want to do it so I need to budget LOL !! Any ballpark figures ? Thanks

We did the Moscow trip through our cruise ship in late July 2008. Its cost was a little under $1000 pp. Now, that cost through this cruise line is a little over that $1000 pp cost. Now, most are using the high-speed rail connection versus the air flights as we did. I have seen some other numbers from other cruise lines and/or private firms that run $700-850.

Why cheaper or the differences? As cruise lines are pressured to keep their "sticker price" low, they need to make up some "margin" with ship tours, beverages, spa stuff, etc., to help cover their costs and gain some profit. Second, different tours provide various features. Our tour included going inside the famed and spectacular Kremlin Palace. Most Moscow tours don't feature that option and you cannot just walk up there and get in on your own. That Palace is where the Czars were crowned and all of the current/recent Russian leaders assumed their powers.

We could have saved a little if we had used a private tour to go to and visit Moscow, but, with my wife's pushing, we felt it was worth it to pay a little more, do it through the cruise line. If there had been any problems or mix-ups, it was the ship's duty to "make it right" and we would not have to worry.

If you have three days in St. Petersburg and/or have been there before, then the Moscow tour can work out very well. It's not cheap, but in my view, worth it!! Both are a few of my visuals from this super great city with such interesting history and dramatic architecture.

THANKS! Enjoy! Terry in Ohio

Did a June 7-19, 2011, Solstice cruise from Barcelona that had stops in Villefranche, ports near Pisa and Rome, Naples, Kotor, Venice and Dubrovnik . Enjoyed great weather and a wonderful trip. Dozens of wonderful visuals with key highlights, tips, comments, etc., on these postings. We are now at 66,454 views for this live/blog re-cap on our first sailing with Celebrity and much on wonderful Barcelona. Check these postings and added info at:

http://www.boards.cruisecritic.com/showthread.php?t=1426474

For details and visuals, etc., from our July 1-16, 2010, Norway Coast/Fjords/Arctic Circle cruise experience from Copenhagen on the Silver Cloud, check out this posting. This posting is now at 60,364 views.

http://www.boards.cruisecritic.com/showthread.php?t=1227923

One of the Kremlin Wall Towers in Moscow:

Walking on the famed Red Square of Moscow:

St. Basil's sits on Red Square and dates back to its 1555-61 construction on the orders of Ivan the Terrible (Ivan IV). It commemorates the capture of Kazan and Astrakhan and marks the geometric center of the city. This location has been the hub of its growth for Moscow since the 14th century. It was the tallest building in Moscow until the completion of the Ivan the Great Bell Tower in 1600. This church was near destroyed in the 1930’s when Stalin was in control.:

Here is a small sampling of the Kremlin Royal Treasures of the Czars: Eggs & Jewels insicde the famed Armory.:

Moscow’s subways are called the “People’s Palaces” with their marble coverings and unique designs for each of the different and many stations.:

This is the interior for Moscow's most historic church, Assumption Cathedral or the Cathedral of the Dormition, inside the Kremlin walls. It is the mother church of Muscovite Russia. The church stands on Cathedral Square and was built in 1475–1479 by the Italian architect Aristotele Fioravanti. It was erected on the spot of an older 14th century cathedral of the same name:

We did the day trip to Moscow with Alla-tour and were very pleased with our tour. Our guide whose English was great was a wealth of information and the day went very smoothly. I checked the web site and Alla's prices for 2012 range from $884 a person for two down to $542 a person for 6 with the 5% cruisecritic discount. So if you can get a group together the per person price goes down considerably. You can try to do this on the roll call section of cruisecritic.

We did not go to the Palace and as Terry says this is not included generally in tours. However, we did go to the Diamond Fund, an amazing display of crown jewels and jewelry in the Armoury building but not really part of the Armoury. I would think you could include this if you had a small group and really wanted to see it. It is quite small and does not accommodate a large group. You can google "diamond fund kremlin" to learn more.

Here are some of my pictures

Red Square with St. Basil’s at the far end

Kremlin Cathedral Square

Bolshoi Theatre

Treasures at the Armoury

200 ton Tsar Bell

Tomb of the Unknown Soldier

dogs4fun

We did the day trip to Moscow with Alla-tour and were very pleased with our tour. Our guide whose English was great was a wealth of information and the day went very smoothly. I checked the web site and Alla's prices for 2012 range from $884 a person for two down to $542 a person for 6 with the 5% cruisecritic discount. So if you can get a group together the per person price goes down considerably. You can try to do this on the roll call section of cruisecritic. We did not go to the Palace and as Terry says this is not included generally in tours. However, we did go to the Diamond Fund, an amazing display of crown jewels and jewelry in the Armoury building but not really part of the Armoury. I would think you could include this if you had a small group and really wanted to see it. It is quite small and does not accommodate a large group. You can google "diamond fund kremlin" to learn more.

Well said, cadreamer! (nice photos, by the way).

We also used Alla. She is just a super person to work with and, if you get a group together, she will accomodate what YOU want to do!! You can check-out her Moscow tour at:

http://www.alla-tour.com/tours/1

As cadreamer suggests, go to your roll call on Cruise Critic & see if you can get a group together.

Terry, your pix, per usual, are awesome! Still envious! :)

Terry, your pix, per usual, are awesome! Still envious! :) jill

Appreciate, Jill, the kind comments! Envy is GOOD!!

Below are a few more visuals on Moscow that are more "interesting". Fascinating to having seen both cities, back-to-back. It really puts all of this unique Russian history and architecture in better perspective.

Did a June 7-19, 2011, Solstice cruise from Barcelona that had stops in Villefranche, ports near Pisa and Rome, Naples, Kotor, Venice and Dubrovnik . Enjoyed great weather and a wonderful trip. Dozens of wonderful visuals with key highlights, tips, comments, etc., on these postings. We are now at 67,001 views for this live/blog re-cap on our first sailing with Celebrity and much on wonderful Barcelona. Check these postings and added info at:

The famed KGB (Secret Police) Headquarters in Moscow where many entered and did not exit (alive) during the 1950’s and 1960’s:

Kremlin Treasures: Royal coaches:

Young Military Officers on the streets of Moscow with Soviet "High Hat".:

These are the series of smaller domes on the top of the Church of the Deposition of the Robe in the Kremlin Cathedral Square area.:

Inside the newly, more westernized GUM Department Store:

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  17. COST of day trip to Moscow

    We have just booked a cruise to the Baltics for next year. I am trying to find out the average cost for a day trip to Moscow from STP. I have searched several times, and whilst I have read reviews and reports about the trips etc - I cannot actually see any examples of the costs. I imagine its qui...

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