DM
Deelan M
1 reviews | Active since Feb 2015
25 Feb 2015, 17:33
My Mum passed away & they won't refund us.
My mother, Susheila Moodaley booked a cruise for July 2015 with Imagine Cruising on 7 Feb 2015. In relation to this booking, she paid an amount of R19 000.00. On 21 February 2015 tragedy struck our family: my mother passed away. I was tasked with the uncomfortable and emotionally taxing duty of sorting out various administrative issues in relation to my mother's passing. One such duty was to cancel and obtain a refund for the cruise that she had been planning with her friend, Kowsula Chetty. <br> <br> I emailed Customer service of Imagine Cruising on 24 February 2015, in which email I notified the company of my mother's passing, the subsequent cancellation of her holiday
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Imagine Cruising's replyOfficial
26 Feb 2015, 10:03Hello deelan1980,
Good Day,
We are very disappointed that during both verbal and written communication with Imagine Cruising when we have expressed our sincere condolences to you, your family and friend in respect of the tragic passing away of your mother, Susheila Moodaley on several occasions you feel we have not expressed sufficient empathy.
In respect of the fact that against our strong recommendation at the time of booking no travel Insurance was taken out for this holiday which would have pre-empted such a situation arising, we have as a gesture of goodwill offered to arrange a name change and/or change of date to move the holiday.
In order to offer the Holiday packages at the special rates we offer, we pay our suppliers upon booking and these costs are non-refundable under any circumstances, as per our Terms & Conditions which were agreed to.
We appreciate this is a very difficult and stressful time for you . I shall ,however, call you during the course of the day.
Best Regards
Customer Service
Imagine Cruising
Good Day,
We are very disappointed that during both verbal and written communication with Imagine Cruising when we have expressed our sincere condolences to you, your family and friend in respect of the tragic passing away of your mother, Susheila Moodaley on several occasions you feel we have not expressed sufficient empathy.
In respect of the fact that against our strong recommendation at the time of booking no travel Insurance was taken out for this holiday which would have pre-empted such a situation arising, we have as a gesture of goodwill offered to arrange a name change and/or change of date to move the holiday.
In order to offer the Holiday packages at the special rates we offer, we pay our suppliers upon booking and these costs are non-refundable under any circumstances, as per our Terms & Conditions which were agreed to.
We appreciate this is a very difficult and stressful time for you . I shall ,however, call you during the course of the day.
Best Regards
Customer Service
Imagine Cruising
Imagine Cruising's reply26 Feb 2015, 10:03
Official
Hello deelan1980,
Good Day,
We are very disappointed that during both verbal and written communication with Imagine Cruising when we have expressed our sincere condolences to you, your family and friend in respect of the tragic passing away of your mother, Susheila Moodaley on several occasions you feel we have not expressed sufficient empathy.
In respect of the fact that against our strong recommendation at the time of booking no travel Insurance was taken out for this holiday which would have pre-empted such a situation arising, we have as a gesture of goodwill offered to arrange a name change and/or change of date to move the holiday.
In order to offer the Holiday packages at the special rates we offer, we pay our suppliers upon booking and these costs are non-refundable under any circumstances, as per our Terms & Conditions which were agreed to.
We appreciate this is a very difficult and stressful time for you . I shall ,however, call you during the course of the day.
Best Regards
Customer Service
Imagine Cruising
Good Day,
We are very disappointed that during both verbal and written communication with Imagine Cruising when we have expressed our sincere condolences to you, your family and friend in respect of the tragic passing away of your mother, Susheila Moodaley on several occasions you feel we have not expressed sufficient empathy.
In respect of the fact that against our strong recommendation at the time of booking no travel Insurance was taken out for this holiday which would have pre-empted such a situation arising, we have as a gesture of goodwill offered to arrange a name change and/or change of date to move the holiday.
In order to offer the Holiday packages at the special rates we offer, we pay our suppliers upon booking and these costs are non-refundable under any circumstances, as per our Terms & Conditions which were agreed to.
We appreciate this is a very difficult and stressful time for you . I shall ,however, call you during the course of the day.
Best Regards
Customer Service
Imagine Cruising