Jared Purdy

12 hours ago, susiesan said:

Wow, do those of you who are PG fans really pay this much for cruising with them? It can't be worth it. These cruises are more than 3x of what Windstar charges.

And Windstar might just get my money next time.  I've never taken a cruise with PG.  I signed up last January on the advise of a cousin who's done two, and she booked a third only to have to cancel due to some health issues her husband was having.  They both raved about the experience. At that time, it was still American owned, and there was no issue at all in getting all but $100 of their money back.  I gather that when they cruised with PG, the prices were basically the same: expensive (and like me, they're Canadian and we get hit with steep exchange rates).

And then some things changed.  PG was sold to Ponant, which is a French own company based in France.  It would appear that their customer relations skills need some honing.  When the pandemic stuck, I contacted my TA and he advised me to cancel as it was looking like there was going to be a halt to cruises as borders started to close.  I cancelled on March 23rd (our cruise was booked for the middle of July) and was told at the time that I'd be getting my money back, but 10% would be held back but that I could use it towards a future cruise credit.  I was fine with that.  Our cruise, including air fare from LA to Tahiti, and three extra nights on Moorea was roughly $24K CDN.  Ya, a lot of money for an 11 night cruise.

In the first week of April, I contacted PG directly to inquire as to how long it would take for the refund to come through, and I was told that all refunds had been cancelled as of March 30th, and that only future cruise credits were being issued for up to two years.  When I told PG that I had cancelled on March 23rd, a full week before the change in policy, I was told it didn't matter!!! I was livid.  

I contacted my TA and told them the news, and they were equally as shocked. They told me they'd get back to me in a few days, and they did, only to reiterate the same thing.  Their hands were tied, and so they suggested that I file a third party default claim with my credit card.  I followed their advise, and got back 100% of my money, but that is what it took.  

Ponant's word is useless.  I wouldn't sail with them for anything.  Many loyal PG customers who had sailed with them multiple times were hit with the same change in refund policy.  Many stated publicly here that they'd never sail with PG again.  Travel agents chimed in here and said that they would not advise sailing with PG.

My cousin has also sailed with Windstar.  She said, as nice as it is, it's not the same as the PG ship.  The ship is smaller, and the cabins are not as nice (smaller), no balconies, and a much smaller deck.  However, they didn't behave the way Ponant did, and that is worth the price of admission. 

So glad I filed a 3rd party default claim with my credit card company back in early April.  Got back 100% of my money, and we had paid up in full.  Roughly $24K.

Showing now on their web site.  All cruises cancelled for July 2020.  Nothing mentioned beyond that.

1 hour ago, Hutchinj said:

Congratulations to you both! Great to hear that at least some folks are getting their money back via credit card disputes.

 

I assume that PG cancelled your cruises?

No, at the time I cancelled PG had not cancelled the cruise for July 18th.  It was my gut feeling, combined with discussions with my TA that led me to be proactive on cancelling.  However, I was told by my TA that many people for that cruise were cancelling.  

At the time, PG/Ponant had instructed my TA to let their customers know who were cancelling that we'd get back 90% of the cruise, and 50% of the air fare, but the balance could be used for a FCC within 12 months.  Within a day, I was informed by my TA that PG said that I would be getting back 90% of the cruise money, 100% of the airfare, and 100% of the three day hotel booking that we had made post-cruise on Moorea.  Within two weeks of that, Ponant instructed PG that there would be no refunds at all, that everything would be a FCC for up to 24 months.  I found out about that policy change before my TA did, and I promptly called them to tell them what I had heard form a sales agent at PG.  That's when I took to Instagram and filed the 3rd party default claim. Within a week or two of that, my TA called me to inform me that PG had reversed their policy again, and decided to give me back 90% of the cruise/airfare/hotel money, but that they'd be keeping 10%, which would be non-refundable.  

Ya, quite the merry go-round.  It would have been so much simpler if PG/Ponant  had just stuck to the original promised refund, and they also would have saved themselves from the PR disaster that has befallen them.  I truly wonder how they can recover from this debacle? 

37 minutes ago, Hutchinj said:

Jared -- I thought you got a refund via a credit card dispute, not through PG/Ponant.

 

I just checked the PG website and the July 18 cruise to Cook Islands & Society Islands is still listed as available, as are the July 4 (my cruise), 11th, and 29th cruises.

 

I'm confused.

 

I did got a refund through my credit card.  I'm not sure what it is about my previous post (which ever one that is) is confusing to you?

18 minutes ago, Hutchinj said:

Ah, thanks for the added info, Jared. Glad you are happy with the deal you got.

 

Unfortunately for me, my TA tells me that the cancellation policy in effect when I booked applies in which case I face a  penalty of 50% if I cancel 31+ days prior to our sail date of July 4 and 100% penalty after that.

 

Given that kind of potential loss, I have no recourse but to wait for PG to cancel the cruise and then pursue a refund thru them or credit card dispute. I just don't see how they could possibly be ready to cruise again by early July!

My credit card company came through with the 3rd party default, but now I have to wait (up to 10 weeks) to see if PG/Ponant petitions it.  If nothing comes of it, the money stays with me.  I got 100% of the money back.  

I was told by my TA, that PG/Ponant had reversed it's refund policy, as my post above alludes to, such that I'd be getting 90% of it back within 30 days.  I'll have to keep an eye on all of this.  As for your cruise date, I seriously doubt that is going to happen.  Best of luck with your claim.

20 minutes ago, sita said:

Not sure third party default is an option in US. I did a dispute, the funds were credited immediately and the cruise company has a period of time to respond/refute which seems likely. Gathering up docs to be ready when that happens.

I was told by my financial institution that Ponant/PG has 10 weeks to contest it. 

I'd like to know how they can announce cruises when many countries haven't even declared when they're opening their boarders?  Carnival has also posted sail dates for Caribbean and Mexican destinations.  Do these guys know something that the politicians leading these countries don't know?

28 minutes ago, fedexretiree said:

 I haven't canceled with PG yet but intend to.  I will get with my travel agent this week because final payment is coming up in mid May.  After speaking to several vendors in FP I am almost 100% certain that PG will not be able sail but they are refusing to cancel the trip until closer to the departure  date.  In other words after everyone has made full payment. 

I called the dispute department with my credit card  company to inquire about the 3rd party default and spoke to 2 agents and 1 was a supervisor and neither one knew anything about the 3rd party default option.  

They told me that they have to go by what PG's cancellation policy was and at this point it is 20% of the total cost of the trip.  They said because I was canceling the trip now and not PG canceling the trip I was doing it on a "voluntary" basis.  I don't want a FCC at this point...too much unknown about next year.  Who knows if PG will still be in business, what my financial status will be or my health for that matter.  I know that the ship needs a total refurbishment and that won't be cheap so Ponant may just throw the towel in on this one.  

I'm not sure what the difference was in my case, or if Canadian credit card terms are different that in the USA?  I was advised by my TA who is American and based in the USA to go the 3rd part default option.  I followed his advise.  It may also have been due to me telling my credit card company that at the time I cancelled my cruise, which was March 23, PG still had a refund policy of 90%, as was told to me by my TA.  Then PG just changed the policy, on the fly, which doesn't fly.   Best of luck.  I'll rebook, but not until the coast is clear.  I'm not surprised by what your contacts in FP are telling you.  Can't see it happening this summer.

Just now, AussieBoyTX said:

 

I see.

 

That's not new & Le Soleal has been docked at Papeete with Paul Gauguin for several weeks now. I thought you had news that they were forced to leave French Polynesia.

No, that's not what I was suggesting.  I had no idea where those ships were.  It makes sense that they're in Tahiti as that is where they sail from. 

The point it that there aren't any tourists on them, and there won't be until the Tahitian government clears the way.  When that is, is anyone's guess. And, they may well restrict people from certain countries that still have a high rate of infection.  

1 minute ago, AussieBoyTX said:

It's not apparent that there's anything new that affects Le Soleal on that site. Link, please?

 

https://tahititourisme.ca/en-ca/  Click on the yellow bar at the top of the page.

1 minute ago, Vesude said:

We booked and paid in October 2018. Our credit card company only covers claims within 365 days after payment. We already threatened with a press release. Their reaction was that our future cruise credit can have a longer validiteit of 24 months in stead of 18.
I stil can not believe that they change their T&C like daily underwear. 

Sorry to hear that.  I booked in January 2020, and cancelled on March 23rd, when the previous policy of a refund -10% was still in effect.  Then they changed that policy on March 30th to no refunds, just a FCC.  I drew the line there.

1 minute ago, AussieBoyTX said:

Le Soleal is under sail today. Still off the coast of Tahiti, so perhaps not going anywhere and just testing systems...

 

Go to the Tahiti Tourism web site and you'll have your answer.

17 minutes ago, Vesude said:

Very good news. 
so you only threatened with a claim and got the amount back through Ponant yourself?

No, I didn't "threaten" with a claim, I actually filed one.  However, I posted to both the PG and Ponant Instagram accounts that I had done that.  Shortly after I did that, an agent at PG contacted my TA to inform him that they were going to refund me 90% of what I had paid out.  

I swear, these guys make up policy on the fly.  By filing the 3rd party default, I did better than a 90% refund.  I got back 100% of what I had paid.  

Still, because Ponant/PG was willing to give me back 90%, I will rebook with them when the coast is clear.  We want to do this cruise.  Nothing has changed though on the Tahiti Tourism web site: all foreign visitors are banned.  No cruise ships, no international flights.  Those bans will eventually be lifted, but I'm not booking a cruise until they are lifted.  It's become quite clear that booking with certain cruise lines carries great risk.

On 4/30/2020 at 10:13 AM, Vesude said:

We are in contact with our TA and Ponant. We told them that a press-release will be send out if they don't give us a full refund, as stated in their T & C on the moment we booked our cruise. I know about a family from New Sealand who received their money back after threatening with the press

Filing a third party default claim with my credit card (VISA) did the trick.  I got back 100% of what I paid, which was almost $25,000CDN.  Took about two weeks.

I checked my credit card balance today and saw a whopping roughly $24,000CDN overpayment.  I called the credit card company to see if the money came via the third party default claim I filed or if it came via the refund as promised by Paul Gauguin Cruises.   Turns out it came through the default claim I filed.  There is a Santa Claus after all.  If you're out that money from a cancelled cruise, and you're not happy with the FCC scheme PG and Ponant are shoving at you, pursue the third party default route.  Clearly it works.

59 minutes ago, Icecat said:

I wouldn't trust them until the money is in your account..

That is why I'm not cancelling my still-active third party, default claim with my credit card.  However, I believe, that this time PG is acting on good faith.

1 hour ago, CAL7 said:

Given the alternative, I can see being happy with a 90% refund. But how can they justify holding even 10% ?  Are they saying the July 18 cruise is still going and it is a voluntary cancellation on your part? 

Hi,

No, they aren't saying that, and they can't say that anyways because there remains in effect a total ban on foreign travellers to FP. According to the Tahiti Tourism web site, there is going to be a gradual reopening, but foreign visitation was not part of that discussion.  If you click on the vacation packages, any one of the in that section, nothing comes up. Nada.

The other part of the problem is if you live in Canada, for example, the airlines have stopped all flights to the USA for the unforeseeable future.  That will have a bearing on getting a flight from LA to Tahiti.  If, par chance, things return to near normalcy before July 18th, I'll look into rebooking, but I seriously doubt that is going to happen.  

In all honesty, who would want to get on a cruise ship right now anyways?  COVID-19 is not going to miraculously disappear by June, or July, and from the looks of it, we're a long way from a cure.  The Tahitian government, like so many governments around the world are in protection mode right now.  

I can put that $22,700 in a special, low interest (1.5%), low risk investment account and recoup the lost 10% and be worry free for next year. None of this is the outcome any of us were hoping for.  Come the end of August, I wanted memories of Tahiti, and photos, etc.  Not a cancelled trip with a refund.

1 minute ago, jland said:

Jared, or anyone else, can you see the new policy on Ponants site? I cannot find it anywhere, maybe I am not looking in the correct place. I am also looking for an update on cancelled cruises but cannot see that anywhere.

Once again congratulations on getting a refund, you put much effort into achieving it.

I honestly never looked.  It may not be published?  I would encourage you to call PG and speak to the sales associate and ask them about this.  You could say that "several people" have posted on Cruise Critic that they are getting refunds. That's what I'd do. Did you book directly through PG or a TA?

32 minutes ago, jland said:

Although I am really pleased you are getting a refund and good on you for all the effort you have put in, I think it is grossly unfair that Ponant have decided to “cherry pick” certain people for a refund. I loath companies who run on the door that squeaks gets the oil policies. All customers should be treated the same in my book.

i am not criticising you Jared, in fact thank you for posting, I will use your post in my complaints to Ponant etc.

 

 

 

If they were cherry picking refunds, that would indeed be most unfair. The post above your's indicates that they are getting a refund minus 10%, as well.  That policy change apparently was implemented on Monday, according to the poster.  I called PG Cruises and asked to speak to the same sales agent who contacted my TA at ******* as I wanted to hear it directly from her.  She confirmed the refund, but said that there would be a 10% refund cancellation fee, that is not redeemable on a future cruise credit.  Ci la vie.  I will make it back in the next year by putting the money into a low interest, low risk investment account.  

I'll be rebooking with them next year.  Really bummed that we won't be doing it this year.  We were really looking forward to seeing that ship, sailing those waters, seeing those islands, meeting the locals and fellow travellers and revelling in the cousine.  Hopefully 2021.  I'll post back here when I receive my refund which I was told will be in about 30 days.

1 minute ago, fedexretiree said:

So comparing my situation to yours what is your thought about what I may or may not get back since I only paid a deposit?

If you don't mind me asking What was the agents name that you talked to with PG.

 

 

I spoke with Shiela, but only because that is who my TA spoke with.  I wanted to hear it from the horse's mouth.  If you haven't cancelled yet I don't know what they'll tell you as I was told that March 30th was the cut off, and I cancelled March 23, but you can certainly ask.  If they say no refund, you might want to file a third party default claim with your credit card.  

I cancelled because of the amount of money they had, nearly $25,000CDN.  There's no way I'm letting a business hold on to that for what might be 24 months, or maybe never get it back if they go bankrupt, which I hope does not happen.  Too many hard working people need those jobs.

1 minute ago, fedexretiree said:

CONGRATULATIONS on getting a refund from PG.  Persistence pays off..  Got a few questions for you if you would be so kind in helping me too.

We are still booked on the same cruise you were on leaving July 18th. Deposit was paid Sept 2019.  We did our own flights and hotels.  

We will be canceling in a few days not wanting to risk getting Covid.

 So far we only paid the deposit.  Are you saying when I cancel I should get all of my cash back less 10%? (No 100.00 admin. Fee)

The remainder of my deposit will be held as future cruise credit? 

Hi,  My TA told me that the refund would be based on the same terms as the original refund terms from the March 23 cancelation, which stated that 10% of the airfare would be held back and 10% of the cruise would be held back.  However, I could claim that on a future cruise credit if rebooked within a year.  

I could barely believe my ears, so I decided to call PG and I asked for the same sales agent who had spoken to my TA.  She told me that ten percent of the entire booking fee would be the cancelation fee, so there's nothing to reclaim as a future cruise credit.  When I booked, I booked the airfare from LA and back, the cruise and three nights after the cruise at the Intercontinental on Moorea, and I had paid the full amount.  When I booked, the total amount was almost $25,000 Canadian.  I'm getting back just under $23,000.  I can live with that.  I'll make that back in a year in a special low interest, low risk account here.  Apparently it was what I said in my social media posts that got their attention.  I'm not sure how many others are getting a refund.  I was also told by my TA that PG will honour the refund policy that was in place up until March 30.

Well, well, well!! I just received a phone call from the luxury cruise specialist at ************  informing me that Paul Gauguin Cruises/Ponant have decided to issue me a refund for our cancelled cruise that was scheduled for July 18th of this year. This good will gesture and turn about will definitely result in me rebooking for 2021 providing travel is possible, etc. I posted this to both of their Instagram accounts, and thanked them for honouring the original refund policy. I understand that 10% of the cruise and 10% of the airfare is being held back which can be used as a future cruise credit. That is totally acceptable.  Apparently I am not alone in in receiving the refund.  I'm going to keep my third party default case open at my credit card though until this whole matter is sorted out.  I was told by my TA that it will be about 30 days before I'll see the money back on my credit card.  I'll keep you posted.

Well, well, well!! I just received a phone call from the luxury cruise specialist at ************  informing me that Paul Gauguin Cruises/Ponant have decided to issue me a refund for our cancelled cruise that was scheduled for July 18th of this year. This good will gesture and turn about will definitely result in me rebooking for 2021 providing travel is possible, etc. I posted this to both of their Instagram accounts, and thanked them for honouring the original refund policy. I understand that 10% of the cruise and 10% of the airfare is being held back which can be used as a future cruise credit. That is totally acceptable.  Apparently I am not alone in in receiving the refund.  I'm going to keep my third party default case open at my credit card though until this whole matter is sorted out.  I was told by my TA that it will be about 30 days before I'll see the money back on my credit card.  I'll keep you posted.