Surprising disappointment with customer service

[morneau]

We had a wonderful previous experience on the Seabourn Odyssey two years ago and booked another cruise to the Baltic for late June. We were aware that we had until three months ahead to cancel, and as the time grew nearer we realized that the cruise at that time just wouldn't work. We were unaware that the policy had changed and that any cancellation less than four months ahead would cause loss of 15% of the gross fare. Our mistake as we did not read the fine print and assumed the cancellation policy was the same as before (rules changed this past August). In any event, we asked that our deposit instead be moved to another cruise next year. We booked the cruise with a large travel agency in Florida that books many cruises, and they have been working hard to try to get this done but can't seem to get anywhere with Seaborn. Clearly they will be able to rebook the cabin so I'm not sure why they feel the need to hang on to our deposit.....other than greed? It's been almost two weeks and there is no resolution or communication with Seabourn, and I have to say it just leaves me with a very bad feeling. Such a shame as we really enjoyed the previous cruise, but I think we'll go elsewhere next time around. Let it be understood that we realize it was our mistake in not reading the fine print, but a disappointing experience all around has left us looking for other cruise options.

[Mr Luxury]

Yes,your mistake but a good TA would have been able to sort this very easily.

 

By this I mean a TA that is a Seabourn specialist and not just a large TA that deals with all lines.

[oregon50]

Small people making decisions without realizing the consequence of their foolishness. If the this TA cannot get them to move, imagine trying to do it on your own.

[FKGirl]

It is the job of the TA to remind people when final payments are due, and when cancellation policies expire. They are not always the same thing. (I calendar both dates for every client when I make a booking.)

[morneau]

Thanks everyone for your helpful comments - up until now I have been placing the blame with Seabourn, but it sounds like I should have expected more from this travel agent as well. Next time, we'll aim to use a specialist with whatever line we decide to book....

[dalliowner]

In the UK you loose your deposit if you cancel at any time, even a year in advance. I suppose it does stop people booking on the off chance they want to go:D

[Jay23]

Quite right Dalliowner.

 

However we did once change a cruise to a different date and the deposit was moved to the new cruise at an "administration"cost of £100. The alternative cruise had to be to the same or greater value of the original. Also it had to be within a twelve month window I seem to remember

The OP should be able to do something similar to that I would have thought.