WANDERER91
New Member
In February I booked a cruise on the Brilliance of the Sea, departing from Dubai on April 19 and arriving in Barcelona 2 weeks later. I wanted to book this Cruise through Vacation To Go, a well known US cruise specialist that I have been using for the last 7 years with great satisfaction. As I am not an US resident (only working for a US company) RCI refused to accept the booking from Vacation to Go and forced me to book the cruise through Latitude Sud, their French agent. This seems to be a new policy as last year I booked a cruise on the Azamara Quest though Vacation To Go without any problem.
The pre-cruise service from the French agent was deplorable. They gave me very little information on the cruise; they did not offer to take care of the flights to Dubai and from Barcelona… I paid for a cancelation insurance believing it was the RCI “Cruise Care†insurance but in fact, when needed, I found out that it was subscribed with a French insurance company which did not gave me the same benefits as “Cruise Careâ€
We were supposed to fly to Dubai on April 17th but our flight, as all flights from Paris and many other European cities, was canceled due to the volcanic ash cloud. There was not way we could get to Dubai in time to board the Brilliance of the Seas.
As soon as I knew they flight was canceled, I tried to contact RCI French Agent but they are closed on Saturday. Although there was an emergency situation they did not bother to contact or be contacted by their customers. I could only contact RCI US customer service whose only help was to give me a cancelation number.
Question: if, in case of emergency I have to call RCI US customer service why do they force me to book the cruise the cruise through their French agent?
When, the following Monday,I could finally reach the French agent on the phone they only told me that I would not get any refund or even a cruise credit. Instead of showing some compassion and goodwill they made me feel I was a “closed caseâ€.
On April 20 I sent them a registered letter asking them their final position on my refund or cruise credit request. I am still waiting for their response. I doubt I will never get one.
I am not ready to give up my right to some sort of compensation: under the French law I can sue Latitude Sud for not giving me comprehensive information on the cancelation insurance. They have not even sent me the insurance contract! I will also point out to the Court that they have not offered to take care of the flights and therefore cannot take it as an excuse for not giving me any compensation. Finally, I will also stress that my “no show†was the result of an Act of God, which made it impossible for me to get to Dubai in time to boar the ship.
As the disputed amount is smaller than € 4000 I don’t need a lawyer to bring the case to a local Court of Justice. As a company, Latitude Sud will have to hire a lawyer and it will cost them more than showing some goodwill and making the commercial gesture I was asking for.
The European laws are favorable to the customers : that’s why the airlines are reimbursing the air ticket without arguing. I consider I stand a good chance to win the case but even if I don’t, the legal cost will be very small for me but Latitude lawyer’s fees will exceed the amount of the reimbursement or credit I am claiming.
Their position is very short sighted as I will also make sure that this case gets some coverage both in the local press and on the web.
The pre-cruise service from the French agent was deplorable. They gave me very little information on the cruise; they did not offer to take care of the flights to Dubai and from Barcelona… I paid for a cancelation insurance believing it was the RCI “Cruise Care†insurance but in fact, when needed, I found out that it was subscribed with a French insurance company which did not gave me the same benefits as “Cruise Careâ€
We were supposed to fly to Dubai on April 17th but our flight, as all flights from Paris and many other European cities, was canceled due to the volcanic ash cloud. There was not way we could get to Dubai in time to board the Brilliance of the Seas.
As soon as I knew they flight was canceled, I tried to contact RCI French Agent but they are closed on Saturday. Although there was an emergency situation they did not bother to contact or be contacted by their customers. I could only contact RCI US customer service whose only help was to give me a cancelation number.
Question: if, in case of emergency I have to call RCI US customer service why do they force me to book the cruise the cruise through their French agent?
When, the following Monday,I could finally reach the French agent on the phone they only told me that I would not get any refund or even a cruise credit. Instead of showing some compassion and goodwill they made me feel I was a “closed caseâ€.
On April 20 I sent them a registered letter asking them their final position on my refund or cruise credit request. I am still waiting for their response. I doubt I will never get one.
I am not ready to give up my right to some sort of compensation: under the French law I can sue Latitude Sud for not giving me comprehensive information on the cancelation insurance. They have not even sent me the insurance contract! I will also point out to the Court that they have not offered to take care of the flights and therefore cannot take it as an excuse for not giving me any compensation. Finally, I will also stress that my “no show†was the result of an Act of God, which made it impossible for me to get to Dubai in time to boar the ship.
As the disputed amount is smaller than € 4000 I don’t need a lawyer to bring the case to a local Court of Justice. As a company, Latitude Sud will have to hire a lawyer and it will cost them more than showing some goodwill and making the commercial gesture I was asking for.
The European laws are favorable to the customers : that’s why the airlines are reimbursing the air ticket without arguing. I consider I stand a good chance to win the case but even if I don’t, the legal cost will be very small for me but Latitude lawyer’s fees will exceed the amount of the reimbursement or credit I am claiming.
Their position is very short sighted as I will also make sure that this case gets some coverage both in the local press and on the web.
