jhower

Dear Friends,

This is a textbook story of how to take a loyal customer and piss them off for life. In the summer of 2016 my husband and I booked a cruise on Regent to the Western Caribbean. This trip would have been our fourth vacation with them. About a month later I was diagnosed with colon cancer and had surgery. We contacted Regent about the situation and asked them to allow us to reschedule our trip and apply our funds to another trip. It is important to note that we did not ask for a refund.

They Refused. Instead, they kept about $10,000 and refunded the balance.

This was wrong on so many levels. First, they showed no compassion for my medical situation, which we had no control over. Second, they made a very bad business decision, because we will never take another trip with them again. Had they accommodated our needs they would have made us loyal customers for life. Now they have our $10,000, but have lost who knows how much in future business