Mycapetownstay.com

Held Financially at Risk Due to Agency’s Poor Handling and Delays

I am extremely dissatisfied with the service I have received from this travel agency. What should have been a straightforward cancellation and refund process has turned into a prolonged and exhausting ordeal due to poor handling, lack of transparency, and consistently delayed communication. I cancelled my cruise in November 2025 due to being medically unfit to travel and communicated this clearly on 10 November. Despite this, I was advised to proceed with an insurance claim without being provided with all the necessary information upfront. Months later, additional requirements were introduced, placing my claim at risk due to delays that could and should have been avoided. After multiple follow-ups and escalating the matter, I was only informed on 6 February 2026 that the issue stemmed from how MSC Cruises handled the booking internally—using my funds to cover another passenger without my knowledge or consent. This critical information was not disclosed at the outset, despite the matter being ongoing since November. I was then advised on 6 February that the issue had finally been resolved and that a refund would be processed. I submitted my banking details immediately. However, after receiving no update, I followed up again on 19 February, only to then be informed—after the fact—that refunds can take between 30–90 days. This timeline was never communicated upfront. To date, I am still waiting for meaningful feedback or confirmation on the status of my refund. This experience reflects a serious lack of accountability, poor communication, and failure to manage both client expectations and third-party processes effectively. At no point was this handled with the urgency or professionalism one would expect. I now expect the following as a matter of urgency: Immediate written confirmation of the refund status, A clear and binding timeline for payment, Proactive communication until the matter is fully resolved, Failing this, I will have no option but to escalate this matter further through formal complaint channels, including regulatory bodies and consumer protection platforms. This level of service is unacceptable.