FA
Farah A

1 reviews | Active since Dec 2012

20 May 2015, 22:00

Failure to disclose full cost

I booked a Mediterranean Cruise with Imagine Cruises and the sales representative was very happy to tell me just how cheap it was. I booked Aug/Sept and had to pay in full by 15 December 2014 for my May departure. When I received final confirmation I enquired about any other costs and was assured all was paid for. Two days prior to departure Costa cruises sends a letter advising that a EUR150 had to be paid into the Costa card or a credit card has to be registered. In addition at the end of the cruise 18 May 2015, an amount of EUR59.50 per person was added to the accounts of all the South Africans on board - a hotel service fee according to Costa Customer Services. When the amount was queried we were informed that our SA agent was aware of the cost and should have advised accordingly. Curiously, the Spaniards on board were not liable for the so - called service fee.

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Replies (1)
Imagine Cruising
Imagine Cruising's reply21 May 2015, 14:30
Official
Hello faabraha,

Thank you for bringing this under our attention.

Naturally we are concerned when any of our customers have cause to complain and we look to resolve the issue you have raised as soon as possible.
Your e-mail has been passed to our Customer Relations department who will investigate thoroughly to ensure all is resolved.

We will be in contact with you within the next 24 Hours.


Kind Regards
Customer Service
Imagine Cruising