SHOCKING and HORRID

Our Costa Toscana Cruise from 30 Dec 2022 to 06 Jan 2023 for x7 adults and x3 kids refers as attached.

While attempting to embark at Terminal A on 30 Dec 2022, my family and I were denied entry due to our UAE visas being “single entry” only. Single port of entry and exit was attained as per standard practice. We entered via Dubai international, and our flight out was also Dubai International

Nonetheless needless to mention the panic mode we went into. Stranded in a foreign country with 7 adults and 3 children aged 1,2- and 4-year-old was the least to say overwhelming. We pleaded to chat with the immigration officer inside costa cruises , who issues , day visas BUT we were provided with NO , ZERO assistance from Costa Cruises in this regard. We waited for a few hours to chat someone but apart from the consultant responsible for checking our luggage at Terminal A, who was very clear on the point that she did not work for Costa and we eventually left the port with not having met with any Costa representative/supervisor to discuss the situation, despite our desperate request.

We made numerous telephonic attempts to contact Costa Cruises directly but were provided no alternate response other than to liaise with our cruise travel agent. Upon doing so, the cruise agent indicated that this is a matter which may only be resolved by UAE Immigration and no other party.

We proceeded to Dubai International Airport on the same evening to liaise directly with UAE Immigration, as repeated telephonic attempts to contact the same were unsuccessful. UAE Immigration subsequently advised that they are unable to modify the existing visas to “multiple entry” while my family and I were still in the UAE. The only option would be to exit the UAE via Oman and re-apply for a “multiple entry” visa. This unfortunately would be impossible, as there would insufficient time available to exit the UAE for the issuing of the “multiple entry” visa. In addition, we were advised of a recent immigration law change, which prevents exiting the UAE via Oman to cancel and reapply for a UAE visa.

My concern is As per the norm with the multiple cruises I have travelled on, the cruise liner itself arranges the respective visas on board as required, as the cruise is departing and arriving at the same port on the same day . We further requested to board the ship in Dubai ,because from the date of boarding which was 30/12/22 the ship only left the port of Dubai on the 2/01/23 to Abu Dhabi, where we confirmed we would get off the cruise ! In that way we would have at least had accommodation and meals for 4 days and would have greatly benefited rather than finding hotels and making provision for food, drinks etc . In this way we have at least gained something as everything was fully paid for and in this way, we would have at least gained something. BUT according to the agent from Vacations .Com whom we booked through indicated it was a blank NO, as Costa indicated they cannot change the cruise IT leaves from Dubai and that is it . Contradictory to that they indicated if our multiple visas was sorted out , we could get on the cruise in Abu Dhabi. Now How was this going to be possible , as their initial argument was the cruise leaves from Dubai, and they cannot change the Cruise? Costa’s don’t care a damn attitude was shocking , how can you choose to ignore 10 people boarding a cruise with 4 executive cabins booked at premium price . Was any consideration given to the clients themselves and potential return or referral and most importantly the huge financial burden it placed on us as a family ! It is shameful that a reputable Cruise Liner could behave in such a despicable and rather small manner l.To date nobody has had the courteously to even call us in this regard !!IS the only thing costa interested in is making Money.

Please forward this to Costa Cruises itself as I would like an explanation from Costa Cruises itself for the utter disrespect that was meted out to us.

Below are attempts made by us to resolve same , but off course we were just being shown from pillar to post in order to get rid of us