We have been waiting 1 year for our deposit after Costa canceld the cruise!

[Beddingestrand]

Our cruise was canceld by Costa Cruises in Mars 2020. We are still waiting for the money from Costa. Any tips what we can do? We paid directly by bank account to Costa Cruises.

Oceania Cruises paid back all our money in 2 weeks for another cruise we had to cancel in June.That´s quality for a company.

I will send a warning for travelling by Costa. I have phoned them each month and they say ...the money is on its way.

Lars

[Blackmore]

We are also waiting for our refund and have had no update as to when we will receive our money back. I am going to make a claim in the UK County Court .Can anyone confirm that the address I have as Carnival House 5 Gainsford Street Waterloo London SE 1 2NE is still the registered address in the UK. 

[gerryuk]

On 3/17/2021 at 1:28 PM, Blackmore said:

We are also waiting for our refund and have had no update as to when we will receive our money back. I am going to make a claim in the UK County Court .Can anyone confirm that the address I have as Carnival House 5 Gainsford Street Waterloo London SE 1 2NE is still the registered address in the UK. 

Looks like its Southampton.

 

Carnival UK is committed to providing a high-quality service to everyone we deal with. In order to do this we need you to give us any comments about our service, and to tell us when we get things wrong. We want to help you resolve your complaint as quickly as possible.

We treat as a complaint any expression of dissatisfaction with our service which calls for a response. We listen to your complaints, treat them seriously, and learn from them so that we can continuously improve our service.

How we handle complaints

• We treat all complaints seriously, whether they are made by letter or by email
• You will be treated with courtesy and fairness at all times
• We will treat your complaint in confidence within the department
• We will deal with your complaint promptly – we will acknowledge receipt of a written complaint within 5 working days and we will send you a full reply within 30 working days of receipt
• If we cannot send a full reply within 30 working days of receipt we will tell you the reason why and let you know when we will be able to reply in full

 

  How to make a complaint

You can make a complaint by email or post. You can send an email to peoplesupport@carnivalukgroup.com or in writing to People Services Department, Carnival UK, Carnival House, 100 Harbour Parade, Southampton, SO15 1^ST.

We have a 2-stage complaints procedure. At each stage it will help us to resolve your complaint quickly if you can give us as much clear detail as possible, including any documents and correspondence and stating that you are making a complaint in line with our procedure.

The stages of the complaints procedure

 

Stage 1

This is the first opportunity for the department to resolve a complainant’s dissatisfaction, and the majority of complaints will be resolved at this stage. In the first instance, we will try to get your complaint resolved by the Manager of the area or team against whom the complaint has been made.

 

Stage 2

If you are dissatisfied with this response you may request a review by the director of the relevant team or unit. Your request should be sent to the People Services team at the address given above, who will forward your request to the director of the relevant team for review.

 

At each stage, please send your complaint or request for review to the People Services team.

If you remain dissatisfied

If having followed the 2 stages of our complaints procedure you still remain dissatisfied, please note your right to contact the MCA directly: mlc@mcga.gov.uk, and have your complaint reviewed by someone who does not work for Carnival UK.

[drsel]

On 3/2/2021 at 9:25 PM, Beddingestrand said:

Our cruise was canceld by Costa Cruises in Mars 2020. We are still waiting for the money from Costa. Any tips what we can do? We paid directly by bank account to Costa Cruises.

Oceania Cruises paid back all our money in 2 weeks for another cruise we had to cancel in June.That´s quality for a company.

I will send a warning for travelling by Costa. I have phoned them each month and they say ...the money is on its way.

Lars

I am surprised. I receive my refund for a Costa cancelled Cruise within 30 days.

But then I also booked another Cruise.

 

how much was your deposit ?

was it a very large amount?

[Stockjock]

It has been roughly 2 months since I canceled my cruise and so far I have not received the refund. I will probably give it up to one more month and if it doesn’t happen and I will file a dispute with my credit card company.

[Twinklez]

I took me really a long time to get the refund for Costa Diadema Abu Dhabi/Dubai to Rome March 13th 2020 cruise.  I got my refund last December 2020.  After numerous email exchanges with Costa I got a refund for one night hotel stay in Dubai and the money I paid Turkish airline to modify the flight back to home which was about 200 dollars just two month ago.  The originally airfare from Los Angeles to Dubai and Venice to Los Angeles to join the cruise was never refunded.  

Did Costa ever refunded you the original flight fares?  or Did they just pay you for the flight back to your country? 

Twinklez from Los Angeles

 

[travelplus]

Love how it states we will treat you with fairness yet you dont have your refund a year later. How is this fair?