nray Posted March 26, 2023 #1 Share Posted March 26, 2023 If I could, I would give this company a negative rating! Do not give this cruise line your money! I was to be on a Mississippi river cruise last November so that I could take a cruise friends were going to be on. By the deadline for cancelling with a partial refund, I asked my travel agent to cancel so that I could get some much needed cash back. Little did I know that the company would hang onto my money for another four+ months. It turns out that the company (because of low Mississippi waters) had to cancel my friends' trip too. American Queen cancelled (note that the cruise line cancelled, not my friends) their trip in November 2022 and they STILL have not received a refund as of the beginning of March, even though their travel agent calls AQ every week. We are all very angry at this cruise line and will never consider signing up with them again. Link to comment Share on other sites More sharing options...
American Queen Voyages Posted March 27, 2023 #2 Share Posted March 27, 2023 13 hours ago, nray said: If I could, I would give this company a negative rating! Do not give this cruise line your money! I was to be on a Mississippi river cruise last November so that I could take a cruise friends were going to be on. By the deadline for cancelling with a partial refund, I asked my travel agent to cancel so that I could get some much needed cash back. Little did I know that the company would hang onto my money for another four+ months. It turns out that the company (because of low Mississippi waters) had to cancel my friends' trip too. American Queen cancelled (note that the cruise line cancelled, not my friends) their trip in November 2022 and they STILL have not received a refund as of the beginning of March, even though their travel agent calls AQ every week. We are all very angry at this cruise line and will never consider signing up with them again. Hi! We apologize for the delay. Can you please private message us with your reservation ID? We will look into the status of your refund. Thanks for being patient. Link to comment Share on other sites More sharing options...
Rare Host Jazzbeau Posted March 27, 2023 #3 Share Posted March 27, 2023 3 hours ago, American Queen Voyages said: Hi! We apologize for the delay. Can you please private message us with your reservation ID? We will look into the status of your refund. Thanks for being patient. There is no PM function on Cruise Critic. Please provide a link for the poster to reach you. 1 2 Link to comment Share on other sites More sharing options...
American Queen Voyages Posted March 27, 2023 #4 Share Posted March 27, 2023 1 hour ago, Host Jazzbeau said: There is no PM function on Cruise Critic. Please provide a link for the poster to reach you. info@aqvoyages.com, please! Link to comment Share on other sites More sharing options...
njhoo Posted March 28, 2023 #5 Share Posted March 28, 2023 Be prepared to not receive a response to your reaching out to AQ. We did from a post on Facebook, never responded. Link to comment Share on other sites More sharing options...
Fisherwoman Posted March 31, 2023 #6 Share Posted March 31, 2023 I got this message too. I sent them a DM on their Facebook site. No response. They didn't email me on my posted email either. Customer service??? Link to comment Share on other sites More sharing options...
Rare island lady Posted April 11, 2023 #7 Share Posted April 11, 2023 I was told 90 days for my refund. Will be happy if they stick to that. But I have been told a lot of things that didn't happen since I booked my cruises. Link to comment Share on other sites More sharing options...
nray Posted April 11, 2023 Author #8 Share Posted April 11, 2023 To be fair, my friends and I finally did receive our refunds. It took well over four months for both parties. Don't believe it when they tell you "90 days." 1 Link to comment Share on other sites More sharing options...
Rare island lady Posted April 11, 2023 #9 Share Posted April 11, 2023 3 hours ago, nray said: To be fair, my friends and I finally did receive our refunds. It took well over four months for both parties. Don't believe it when they tell you "90 days." Thanks...not surprising with what I have already gone through...even before the cruise. 😕 Link to comment Share on other sites More sharing options...
njhoo Posted April 12, 2023 #10 Share Posted April 12, 2023 When you are told 90 days…they mean 90 business days! As soon as I was told that, I filed a dispute through my credit card and received the credit right away. 1 Link to comment Share on other sites More sharing options...
Rare island lady Posted April 12, 2023 #11 Share Posted April 12, 2023 2 hours ago, njhoo said: When you are told 90 days…they mean 90 business days! As soon as I was told that, I filed a dispute through my credit card and received the credit right away. LOL...and our rep does not work on Fridays (or Saturday or Sunday)....so those business days are probably a four day work week. 😮 Link to comment Share on other sites More sharing options...
Rare island lady Posted June 5, 2023 #12 Share Posted June 5, 2023 Follow up to the promised refund at 90 days. Surprise...surprise!! We actually received it at exactly 90 days. First time they actually did something they promised! 2 Link to comment Share on other sites More sharing options...
Rare 3rdGenCunarder Posted June 6, 2023 #13 Share Posted June 6, 2023 6 hours ago, island lady said: Follow up to the promised refund at 90 days. Surprise...surprise!! We actually received it at exactly 90 days. First time they actually did something they promised! So glad you got your refund! Ridiculous that you had to wait so long, but better late than never. 1 Link to comment Share on other sites More sharing options...
jssinc Posted September 28, 2023 #14 Share Posted September 28, 2023 We are still trying to get a refund form American Queen. They keep saying next month, next month. They totally changed our itinerary (100% change) without telling us. We find out just two months from departure that we were transferred to a totally different cruise, with no notice to us. I called them as I had not received anything from them in so long. Surprise! Your itinerary has changed! I got approval for a refund and now I wait. They have had full payment of our cruise for almost two years! Do not pay for your cruises in full on this company until you absolutely have to. I am worried about the company going Bankrupt if they hold onto a client's funds and take many months to process a refund. Very poor business practices! 2 Link to comment Share on other sites More sharing options...
Rare uktog Posted October 11, 2023 #15 Share Posted October 11, 2023 I had already moved American Queen from a line I would always look at (based on previous cruise experience) to one to think carefully about before booking due to onboard experiences (large groups cared for by their onboard travel agent making the independent travellers feel "second class"). Based on what I read here re responding to customer communications and processing refunds they have moved to off the radar. A shame because the itineraries were good but everything else is not (in terms of what matters to me) 1 Link to comment Share on other sites More sharing options...
bob brown Posted October 17, 2023 #16 Share Posted October 17, 2023 On 10/11/2023 at 4:41 AM, uktog said: I had already moved American Queen from a line I would always look at (based on previous cruise experience) to one to think carefully about before booking due to onboard experiences (large groups cared for by their onboard travel agent making the independent travellers feel "second class"). Based on what I read here re responding to customer communications and processing refunds they have moved to off the radar. A shame because the itineraries were good but everything else is not (in terms of what matters to me) We had a group, (not sure how large), on our Red Wing to New Orleans sailing, but other than them having their own representative desk opposite the Purser's window, and their exclusive use of the Deck Three theater a few times for presentation's, they ("Road Scholar's", identified by their group lanyard's), were not at all an issue on our cruise...🤷♂️ 1 Link to comment Share on other sites More sharing options...
DaveinCharlotte Posted October 18, 2023 #17 Share Posted October 18, 2023 21 hours ago, bob brown said: We had a group, (not sure how large), on our Red Wing to New Orleans sailing, but other than them having their own representative desk opposite the Purser's window, and their exclusive use of the Deck Three theater a few times for presentation's, they ("Road Scholar's", identified by their group lanyard's), were not at all an issue on our cruise...🤷♂️ Good to hear this. Have done scads of RS programs, though none on ACL, and a couple of European cruises, where the ship was 100% RS. But have done two where there were indeed groups that tended to push the rest of us aside, so I know how unpleasant that can be. Part of the problem was that the ship's hotel and restaurant management personnel would give them preferentiaI treatment (which possibly the favored passengers didn't even want). I always hoped that if WE ended up in an RS group that only had part of the ship, our group would not end up like that. Link to comment Share on other sites More sharing options...
Chrome Diva Posted October 27, 2023 #18 Share Posted October 27, 2023 I agree customer service is awful. We booked our cruise and paid in full $8,000 to take advantage of the sale in 2022 yes Paid in Full then AQV canceled our New Years Holiday ocean cruise out of Jacksonville Florida due to the ship being sold Trip canceled June 28, 2023 We we’re told refund would be 60 to 90 days After the 60 days I emailed Tara and was told it was 60 working days. 60 working days came I emailed again. Was then told by Tara that it is 90 days. At day 77 I emailed Tara again she replied “I show the refund to be pending and have requested an update for you. no contact has been received. November 2 2023 is 90 working days and I’m totally discussed with AQV I assume I will be emailing AGAIN On 6/5/2023 at 8:58 PM, 3rdGenCunarder said: So glad you got your refund! Ridiculous that you had to wait so long, but better late than never. Link to comment Share on other sites More sharing options...
Chrome Diva Posted October 27, 2023 #19 Share Posted October 27, 2023 On 4/12/2023 at 6:11 AM, njhoo said: When you are told 90 days…they mean 90 business days! As soon as I was told that, I filed a dispute through my credit card and received the credit right away. I should have done that also. So know I wait. 7 more working days and my 90 days are up. Link to comment Share on other sites More sharing options...
American Queen Voyages Posted October 27, 2023 #20 Share Posted October 27, 2023 1 hour ago, Chrome Diva said: I agree customer service is awful. We booked our cruise and paid in full $8,000 to take advantage of the sale in 2022 yes Paid in Full then AQV canceled our New Years Holiday ocean cruise out of Jacksonville Florida due to the ship being sold Trip canceled June 28, 2023 We we’re told refund would be 60 to 90 days After the 60 days I emailed Tara and was told it was 60 working days. 60 working days came I emailed again. Was then told by Tara that it is 90 days. At day 77 I emailed Tara again she replied “I show the refund to be pending and have requested an update for you. no contact has been received. November 2 2023 is 90 working days and I’m totally discussed with AQV I assume I will be emailing AGAIN Hi there! What's your reservation ID? We will reach out and see if we can get in touch with Tara for an update. We will also find out if we can expedite your refund. Link to comment Share on other sites More sharing options...
Chrome Diva Posted October 27, 2023 #21 Share Posted October 27, 2023 1 hour ago, American Queen Voyages said: Hi there! What's your reservation ID? We will reach out and see if we can get in touch with Tara for an update. We will also find out if we can expedite your refund. My reservation is 1136221 my sister’s reservation is 1142935 Sorry we had to go to cruise critic when this should have been completed in July when AQV cancelled the cruise. thank you 1 Link to comment Share on other sites More sharing options...
Globalfish Posted October 27, 2023 #22 Share Posted October 27, 2023 On 10/18/2023 at 6:50 PM, DaveinCharlotte said: Have done scads of RS programs, though none on ACL Road Scholar doesn’t use ACL; it uses AQV for its Mississippi and Ohio River cruises and previously (past tense) for the Great Lakes. For Alaska it uses American Dream Cruises. Link to comment Share on other sites More sharing options...
DaveinCharlotte Posted October 28, 2023 #23 Share Posted October 28, 2023 18 hours ago, Globalfish said: Road Scholar doesn’t use ACL; it uses AQV for its Mississippi and Ohio River cruises and previously (past tense) for the Great Lakes. For Alaska it uses American Dream Cruises. Yep - made a typo...meant to say AQV, not ACL. Link to comment Share on other sites More sharing options...
bob brown Posted October 29, 2023 #24 Share Posted October 29, 2023 On 10/27/2023 at 2:32 PM, Globalfish said: Road Scholar doesn’t use ACL; it uses AQV for its Mississippi and Ohio River cruises and previously (past tense) for the Great Lakes. For Alaska it uses American Dream Cruises. So, I wonder who, if anyone, they will book Great Lakes cruises on going forward? I booked on ACL's sub Pearl Seas... Link to comment Share on other sites More sharing options...
Globalfish Posted October 29, 2023 #25 Share Posted October 29, 2023 Road Scholar (RS) is not offering any Great Lakes cruises next year. For whatever reason RS doesn’t seem to have any business relationship with ACL so I doubt if the Pearl Mist is in its plans for future programs on the Great Lakes. I took the Pearl Mist in June 2022 from Midland, ON to Milwaukee as a 70th birthday present to myself. I am also a veteran of 116 RS programs (albeit none of them were cruises). I like booking directly through the cruise company and don’t see the need for a middleman. 1 Link to comment Share on other sites More sharing options...
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