• Report: #1164066
Complaint Review:


  • Submitted: Tue, July 22, 2014
  • Updated: Tue, July 22, 2014

  • Reported By: JERINA MC — st albans New York
Internet USA

CRUISE DIRECT direct ripoff cruise direct.com online Internet

*UPDATE Employee: CruiseDirect.com Booking

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 I attempted to book a cruise for my daughter and her  friends online at direct cruiseline.com. The transaction was not successfull. I got an error msg to call the company. I did not . I called the cruise line directly and booked the cruise. I received a decline credit card email from direct cruiseline.com on the same night, then a confirmation email and a reservation number. This is a shock to me because I never called them, I NEVER CALLED THEM,I called Royal Caribbean instead. I NEVER authorized the reuse of my credit card. Upon realizing I had 2 Reservations with 2 DIFFERENT AGENCIES on the same cruise, date etc I immediately  called direct cruiseline.com. This was ABSOLUTELY NO HELP. It got worse. Mr William Oden (so called cruise specialist) told me I called and spoke directly with him and he made the reservation over the phone. This alledged call to Mr Oden never happened. I was charged a $35 per person cancellation fee for a reservation I never made.                                                                                                                                                                                                                                                                                              

This is a shock to me because I never called them, I CALLED Royal Caribbean instead. I NEVER authorized the reuse of my credit card. Upon realizing I had 2 RESERVATIONS with 2 DIFFERENT agencies on the same cruise date etc I immediately called direct cruiseline.com.  This was ABSOLUTELY no help. MR WILLIAN ODEN a cruise specialist told me I called him and he made the reservation over the phone with me. This alledged call to MR ODEN cruise specialist never happened. 

This report was posted on Ripoff Report on 07/22/2014 11:23 AM and is a permanent record located here: http://www.ripoffreport.com/reports/cruise-direct/internet/cruise-direct-direct-ripoff-cruise-directcom-online-internet-1164066. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

CruiseDirect.com Booking

AUTHOR: Karen Nicholson - ()

Dear Jerina,

The below e-mail was sent to you yesterday, after investigating your particular situation:

This is Karen Giantomasi, the Client Services Supervisor at CruiseDirect.com. I am writing in response to your request to speak to me. I apologize that this was delayed in getting to you. I tried to call you on the number provided but there was no answer.

First, I would like to advise that we have waived our standard $35 per person cacnellation fee for this circumstance.

Please let me explain our booking procedure for you. I understand you attempted to make a booking on our website but did not go through. Our records show you called at 5:21:40 pm EST on June 11, 2014 and spoke to our Cruise Specialist, William Oden for a total of 7 minutes and 52 seconds. In such time he sent you a quote to the e-mail address you provided, ninamc805@yahoo.com, for the sailing you had requested.

On June 11, 2014 at 8:49:24 pm EST, we have your authorization on file of the quote sent by Will. Please see below from your account history –
6/11/14 8:49:24 PM William Oden Jerina Mc Allister authorized quote 1035913: 5 NIGHT BERMUDA CRUISE on Sep 20, 2014 - Royal Caribbean International: Explorer Of The Seas.

We pulled the analytics report from Google and can verify that it was authorized from your computer in New York at that time.

The credit card was declined and you were sent an e-mail advising of this to ninamc805@yahoo.com on June 11, 2014 at 8:52:00 pm EST. A call was also made to advise you of this decline by Will on June 12, 2014 at 12:17:47 pm EST.

As per our Terms & Conditions, by you authorizing the quote, you give CruiseDirect permission to attempt your credit card payment two times before cancellation. Please see our full terms and conditions here – http://www.cruisedirect.com/terms.php.

As stated in our Terms & Conditions, the payment was again attempted and was approved on June 13, 2014 at 12:21:19 pm EST. An e-mail was sent to you ninamc805@yahoo.com. If you like, I can resend this to you.

Please review this information. A copy of this e-mail will also be kept on file in your account.

Please contact me if you have any questions. My hours are Monday – Friday 9:00am – 6:00pm EST.

Best Regards,
Karen Giantomasi
Client Services Supervisor

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