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2.5 26 Reviews

Cruise.com Complaints Summary

10 Resolved
15 Unresolved
Our verdict: Dealing with Cruise.com, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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Cruise.com reviews & complaints 26

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12:01 am EDT
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Cruise.com on board room credit

Web site advertised $175 on board room credit, travel agent leslie promised once we arrived on the cruise ship credit would be already on our account. Once on board ncl informed us they knew nothing of this credit and to contact cruise.com and they would make it right. Day after returning home from cruise contacted cruise.com and was told to prove it. My advice to all folks don't use cruise.com. If you decide to use them any ways make sure you get proof of everything in writing and don't make final payment to them till you get everything in writing.

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Roger Cullinane
PALM COAST, US
Aug 13, 2012 3:19 pm EDT
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The same thing happened to me with cruise.com. I booked two rooms on a Princess cruise and was promised a room credit of $100 on the balcony room and $75 on the inside room, plus two bottles of wine. I never received the room credits or the bottles of wine. I contacted cruise.com numerous times about this, and was able to produce their invoice showing the two room credits - all to no avail. I even wrote to the President of cruise.com which only got me a call from someone else to tell me I was not going to get the room credits or the bottles of wine. Never use cruise.com.

Roger Cullinane

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turtlemom
Chicago, US
Nov 11, 2011 3:00 am EST

I am sorry that you have a bad experience with Cruise.com. I really think that is a shame. I myself have only had great experiences with them. I would recommend them highly. I have used them 5 times and every time the service has been superb. The prices are always the best and I do check around. Their service is usually great and very prompt and corteus. In my opinion they are the best cruise agency out there. I highly recommend them to anyone thinking about a cruise vacation.

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12:56 pm EST
Resolved
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Cruise.com room category

I booked a category j on ncl jewel which is decks 5 & above, when I got my room assignment it was category f. I paid for j and got f which is the bottom of the ship exactly where I told emmy I did not want to be. I called and spoke to kimberly and she said it was a upgrade? An upgrade to from what the garbage area? Do not book with these guys no matter what the price is, it is not worth it. Theere customer service is horrible!

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turtlemom
Chicago, US
Nov 11, 2011 3:04 am EST

I am sorry you have had bad experiences. In my experience Cruise.com is the BEST agency out there. I have used them multiple times and have always enjoyed excellent service. The prices have also been great and I have always checked around. I will continue to use Cruise.com as my favorite and top rate cruise agency. My wife and I really have liked them. I do wish you the best in your next trip!

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Reece Oslinker
Stroudsburg, US
Dec 24, 2009 1:48 pm EST

Cant stick up for a competitor like Cruise.com but the customer booked a Cat J Inside Guarantee
& received an Oceanview Cat F cabin so this was an upgrade!
Did Cruise.com tell the client that a Guarantee means they dont get an assignment of a specific cabin but are Guaranteed the Cat J or better.
In this case the Cat F Oceanview is a higher priced cabin though it is on the lowest deck.
Seems like this was a communication problem not a rip off
If the client wanted a cabin on a high deck they needed to book a cabin with an assignment not a Guarantee

ComplaintsBoard
K
3:20 pm EDT
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Cruise.com beware

Beware of cruise.com when selecting an online company to book a cruise. My experience has been an ongoing nightmare. Seventeen family and friends booked a group cruise 8 months ago. Our problems began with receiving inconsistent information regarding the booking procedure, the total cost of cruise, etc. This was the situation that prompted being assigned our second cruise rep which is a supervisor and she was just too busy so she reassigned a third representative. Well, I happen to call the cruise rep a few weeks ago to find out that she quit and we are basically on our own. The sailing date is approximately 3.

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mervynak
summervield, US
Sep 04, 2012 5:59 am EDT
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Cruises.com is no better. We were promised refunds of the booking fees but never got it despite several requests.

ComplaintsBoard
K
6:19 pm EST
Resolved
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Cruise.com pre-paid gratuities

After seeing an advertisement in our local paper stating that cruise.com was offering pre-paid gratuities when you booked before a certain date, I booked a 7 day cruise with them. My receipt did not show pre-paid gratuities so I called them and was told that they were included but did not show on the receipt.

On the last day of the cruise, we found that the gratuities had not been paid. We called customer service from the ship and they refused to honor their commitment.

I will never use them again.

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Worst Cruise Service
, US
Aug 29, 2009 7:08 am EDT

terrible company. I was suppose to get back $100 from booking 4 rooms after the trip. Its been 3 months and several emails. In my last email, they stated it was approved and that it will arrive. Well im still waiting, and it seriously does not take 3 months to write a stinking check.

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Sheba
Dania, US
Dec 23, 2008 1:10 pm EST

I too have booked with Cruise.com and they were great. Did you contact them to let them know that you did not receive gratuities? I booked a Royal Caribbean cruise and received my gratuities. You should check with them to see what the problem was.

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Smart Shopper
, US
Dec 23, 2008 10:04 am EST

I must say I booked my 3rd cruise through Cruise.com and did not receive any gratuities either because they offerred me a discount as an option. They were very clear to me that I can choose between either promotion. I always take the money upfront whenever the option is available. If you look on their site they clearly say the promotions are not combinable with each other. I will bet you received a discount and thus you were not eligible for both promotions.

This is a good company that does not charge the hidden travel agent fees the other guys like Cruises Only or Travelocity charge.

I recommend in the future you read the offer before making assumptions. I find reading to be essential when using any offer anywhere.

ComplaintsBoard
K
10:24 pm EST
Resolved
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Cruise.com bait and switch

I recently booked a cruise with cruise.com on carnival for christmas. They were running a promotion of up to $500 on-board credit depending on the room price. After spending an hour on the phone booking the cruise, the operator stated that we did not qualify for the credit since we didn't use a mastercard to pay for the cruise. They had already rung the transaction through on another credit card. After booking the cruise I went back to their website. There is nothing on the website that says anything about needing a mastercard. I called cruise.com back and asked to speak with a manager. Mr. Joel santiago identified himself as the supervisor on duty. I asked him about the promotion and he said that at the time of booking, I did not qualify for any promotions. I explained that the promotion was still running on their website to which he replied that this was a new promotion. I then informed mr. Santiago that I had printouts from their website on the date of my booking that showed this same promotion. Mr. Santiago then became agitated and said that if I had proof, then maybe something could be done. I then questioned mr. Santiago's initial statement that there was no promotion and that this was new. He had no response. I asked mr. Santiago who the regulatory agency was that oversees their business and he said that I could only file a formal complaint with their company because he was not allowed to tell me who the regulatory agency was. I asked if his company actually told him that he could not tell anyone who the regulatory agency was for his industry and he said yes, that is what they told me. At this point I thanked him for his time and have been trying to get a straight answer from someone at cruise.com ever since. They are flagrantly using a "bait and switch" tactic to lure people into booking with them on promotions that they never intend to honor. There is nothing on their site that says you must use a mastercard and there is nothing on their site that says there are any restrictions other than it being a new booking to qualify. I would be very cautious of this company and their tactics.

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don't call cruise.com
Solon, US
Feb 05, 2010 8:58 pm EST

We booked a criuse for our family on cruise.com, because they offered $50 off per room and had pre-paid gratutities. After we paid our deposit, they called back the following day to say they made a mistake and couldn't offer the pre-paid gratuities because of the $50 off deal. When we pointed out that they were two different offers from different companies, they kept on saying that the agents (there were two or more that stated the same deal) had made a mistake. A supervisor named Santiago was finaaly contacted, to no avail. Cruise.com was basically a bogus deal, saved us no money and is not pleasant to deal with.

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divergirl
Salt Lake City, US
Oct 19, 2012 7:06 pm EDT

Verifying the facts would be an awesome idea especially with the 175 obc a certain person says he did not get when in fact he did. He wanted double the 175 obc because he misread and misinterpreted what was advised. Unfortunately, most complaints are from shear comprehension mistakes. And yes, the agents at Cruise.com are true Travel Agents they are not card mill employees. No one is hired without having a minimum amount of years of experience. Just because they are online does not make them less of a Travel Agency. Oh and by the way AAA has an online travel agency as well.

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Roger Cullinane
PALM COAST, US
Aug 13, 2012 4:48 pm EDT
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Cruise.com promised me $175 in room credits on a Princess cruise in May, 2012 - plus two bottles of wine. Unfortunately they did not deliver on either - nothwithstanding that the room credits were in writing on the cruise.com invoice. I also wrote a letter to Mr. Hamawy and he had one of his underlinglings call me to try and convince me that they never promised the room credits (guess their invoice showing the credits means nothing to them). In the end I decided not to use them anymore and I go out of my way to tell my fellow cruisers the story above. I have also recently cancelled a Celebrity cruise scheduled for this October that I booked through cruise.com and am rebooking a similar cruise with a competitor.

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turtlemom
Chicago, US
Nov 11, 2011 3:11 am EST

Cruise.com is one of the best cruise outfits out there. I am surprised by some of the bad reviews. In my experience Cruise.com is the BEST travel agency on the internet to book a cruise. I have always received excellent prices and I have checked around so I know what I am talking about. I have also been extremely impressed with their service. I will continue to use them.

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dadams
New York, US
Aug 25, 2011 7:23 am EDT
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Cruise dot com isn't a card mill, as one person (allegedly a travel agent) stated. I'm a travel agent and while they are a competitor of mine, I'm familiar with the company and have had friends who worked for them. They employ CTCs and MCCs. Please check the facts before you disparage a business.

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L. Hanson
Commack, US
Aug 16, 2009 8:50 am EDT

I have had a similar complaint with CRUISES-N-MORE. They promised on board credit if I paid with my Amerian Express. The package also listed a soda card in addition to the OBC. I called the agency prior to booking to verify the offer. I was told it was correct. After the cruise was booked, I was told that I did not qualify for any of the offers. It is a classic bait and switch scam. I would not suggest booking with that company. After repeated requests for a call from a supervisor, I have yet to get a response. DO NOT USE THEM!

Offer: Pity The Procrastinator Sale -$125-$225 OBC +Free Soda Package + Lower Prices

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MNR
Coral Springs, US
Mar 05, 2009 9:14 pm EST

Here is our experience...Read our email to their managing director:

Mr. Hamawy:

My name is XXXX XXXXX, a second-time customer of Cruise.com whose aggregate bookings exceed $7000 dollars thus far (within one year). My wife and I booked our one-year wedding anniversary cruise with your company; scheduled for April of this year.

Unfortunately, it’s become necessary to escalate a certain issue we’ve attempted to resolve with your Customer Service department but have been unsuccessful at achieving to this point. It’s our hope that raising our concern to your visibility can help resolve and bring closure so we may end the loop here.

In short, our issue is as follows:

By way of back-story, in December of 2008 my wife and I negotiated a favorable discount of $300 with Danielle Barron at Cruise.com (as shown in our invoice herein). What ultimately won our business among competing choices was the combination of "rate" and the "Onboard Credit" promotion, together. During this dialogue with Danielle at time of booking, she was unequivocal in bringing to conscious that our negotiated price could adjust our onboard credit to a lower tier if we reduced any further – meaning the difference between a $250 dollar onboard credit and a $100 dollar onboard credit was within a thin range of the price we settled at. When we finished our booking that evening it was to our coherent understanding we arrived at two conclusions; a favorable cruise price equilibrium and a $250 dollar onboard credit (despite the language which we learned of today around the offer not being valid in certain ways, including discounts).

In the past week my wife happened to remind me that we had not yet received information related to our "onboard credit" as expected, and so we put an inquiry into your service department to investigate. Note here that we were explained by Danielle that the nature of the onboard credit would come from Carnival, in addition to any related correspondences – claiming in detail it would be realized in the form of a credit to our onboard Carnival account. After an hour of time spent with a Cruise.com’s CSR who contacted Carnival’s customer service department for resolution, in addition to their promotions department, it turned out Carnival was not conducting such a promotion at all, but instead was a Cruise.com promo campaign.

Now at present we have been told (today) that the $300 discount is the "onboard credit" so-to-say – that Cruise.com was generous in giving us a credit which exceeded $250 dollars. Please know with certainty this is simply NOT the case. The fact is we negotiated a rate with Danielle in addition to expecting an onboard credit of $250 dollars; the very fact that solidified our purchase decision! We spent more than an hour negotiating with Danielle in total time, which included several phone call re-connects that evening. We would never have negotiated if the onboard credit was a reality given our cruise price justified same – obviously.

My dialogue with Danielle around this topic at that time was exchanged via phone, and I was saddened to learn today that our conversation was not recorded, or documented in notes, and thus can not be recalled for review. However, I would be happy to sign a sworn affidavit of my testimony here via my attorney, Adorno & Yoss in Fort Laduerdale, should it be required to do so.

As a valued customer of Cruise.com, and to retain our business going forward (which I estimate a 'cruise spend' close to $10, 000 dollars annually), we expect to receive the $250 dollar onboard credit as indicated at time of sale (form of this credit does not matter at this point).

Your acknowledgement is greatly appreciated.

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SusanB
Mt. Pleasant, US
Feb 26, 2009 8:35 pm EST

As a travel agent who works in a real travel agency I am angered by these companies. I take calls from our AAA members who use these types of companies and then when problems arrive they expect us to bail them out.

These types of companies sell a franchise to anyone who will pay the fee. They teach them how to use their system but nothing about being a travel agent. They lure these people in by telling them they will get all this free travel, which they hardly ever do because these companies do not qualify to receive the IATAN cards which you need for travel perks.

I have been a real travel agent for 9 years now and I spend hours learning my craft in my off hours. I attend seminars, take classes, read, and my travel company reps come by often to teach us about new products. I know a number of people who own these on-line franchises and none of them ever take the time to learn what they need to know to be an agent.

I would suggest to anyone who is looking to book a vacation to go to a real travel agency and not someone who simply ponied up enough money to buy a franchise.

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Shopper1
Marlboro, US
Feb 21, 2009 2:35 pm EST

I recently called cruise.com to inquire about cabin availability on a particular cruise. The agent verified availability. I asked if the cabin could be held until I could make airline arrangements. He stated that he needed my credit card. I gave him my credit card info and he put me on hold. When he came back on the line, he stated that we were all set and that the cruise was booked. I told him that I only wanted to put it on hold. He stated that he already put through the charge and there was nothing he could do until accounting came in the next morning.

When I called to find out if it was resolved, I was informed that I was going to be charged a cancellation fee of about $1500. Countless calls to cruise.com yielded no satisfaction. When I finally spoke to a "supervisor" named Alex (Alexandra), she was no help at all, in fact she was the nastiest person I have ever dealt with... she eventually just told me too bad and hung up on me.

Bottom line is that I never authorized them to charge my credit card and they still refuse to help in any way.

BEWARE

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Smart Shopper
, US
Dec 23, 2008 10:11 am EST

Cruise.com offerred a MC gifcard on their site that was not combinable with other discounts. You have the choice of taking the MC offer or the discount. Either way you always get something. Both items are of the same value. Its a question of preference.
The problem is that people tend not to read and assume they can get all of the different offers combined together. Its like going to the grocery store with 2 coupons for one product...It does not work that way.

ComplaintsBoard
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12:00 am EDT

Cruise.com be careful of these sliders!

My complaint is about a company cruise.com I have never been so annoyed and displeased with a company as I am with this one. I was quoted a price and told that it was canadian funds only to discover it was us funds this is not where it stops when I tried to contact them I was continuously put on hold 25-60 minutes, when I tried to pay they told me the original invoice didnt include a 90.00 document international package when I tried to complain they disconnected me and I had to wait again.

Ill pay the charges and I will tell everyone be careful of these sliders, your going to get the run around big time.

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Karen Weiner
, US
Mar 11, 2023 11:54 pm EST

I booked celebrity cruise equinox and got premium drink package with cruises.com. celebrity ship said it was classic package . Cruises.com lied to me and they wouldn't change it to premium as i I had it in writing. Never use cruises.com. they lie to get you to use them.

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Monica2008
Millville, US
Jul 16, 2013 2:05 pm EDT

YES, it happens when I checked the price on their " cruise.com ", then made the reservation and chose the cabin, prepared to pay in internet, the amount of the invoice was shown same as our checking before ~ cabin price for 2 persons and the govt. fees. However, I noted the mail fee of a $45 that I called for re-confirmation if we had to pay this amount ~ our mailing address is in MA US. A Miss Irene of the customer service hotline told me the total amount was $40 more than I saw in the website and she told me the offer was NO Longer available. I told her that I am in the page of the insurance / payment was shown clearly ~ . Then she held the line checking about 10 minutes, replied me she had called the Cruise company that the price which I saw was NOT AVAILABLE, it was also wrong amount on the payment system same moment I saw in internet ~ UNBELIEVEABLE ! I have screen-printed all the pages and asked her cancel that booking, I was afraid Cruise.com would over-charge after I provided my visa card, I will get loss. CRUISE.COM is not a reliable travel agency company. We will book the cruise by SkyMiles Cruise due to the same price but need to pay the booking fee $24.99, however, we can earn 5, 000 miles.

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Smart Shopper
, US
Dec 23, 2008 10:21 am EST

For future reference when you see a price on the webb and the term USD near it thats short for US dollars. Also, it clearly says throughout their site that additional mail fees apply if sending outside of the US.

I find it hard to beleive that you had such a hard time getting through being that they are open longer the the cruise lines themself...24/7.

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