CarrpeDiem

Before everyone jumps up and down to defend Marella and how busy they are.... blah de blah....

I am curious what loyal customers think of the Customer Service in this difficult time.... 
 

We should have sailed in 15th March on Dream - cancelled on 13th by Marella.... over a month later still no refund despite calls to Customer Service and being told different things including it’s being dealt with in date order ( which I don’t believe or it’s taken over a month to refund 13th & 14th - us being one of the 1st cruises cancelled).

We are loyal customers this being our 13th year with Tui/Marella..... however EVEN TAKING ACCOUNT of the difficult times I personally find over 5 weeks waiting for a refund to be processed totally unacceptable and bad customer service.   They were also not allowing changes to dates pre-cancellation despite having 3 members in the party who were deemed ‘requiring shielding due to age and/or respiratory conditions) unlike other cruise lines who were.

Will we stick with Marella after this.... I seriously doubt it.  In my opinion when the going got tough Customer welfare came lower for them than profit - they only took action when their hands were forced by Spain banning ships.

We will be looking elsewhere...... what about you ?

The single supplement charged for Dream is an absolute disgrace and Marella should be ashamed !

We were on there last Xmas so know the singles right up front are very small as Dad had one then.  Just looking for March

next year and twin for me and hubby £1200 ish each.... Dad on his own as widower so not choice.... 83 years of age... eats like a sparrow so wont empty self service....   £2100.... how the hell do they justify that !  Complete rip off.

This is our 8th Thomson Cruise flying from Manchester - always been Terminal 2 so parking at airport doddle ! This time depart Terminal 2 return Main Terminal which I presume is Terminal 1 !!! not happy.

Anyone already had this problem ? how far is arrivals Terminal 1 from Terminal 2 parking ?

Carrol

I just did a quick search on the Thomson site for a 7 nighter next September. Sixty seven cruises were available with single cabins!.

 

All Thomson ships have single cabins and the 'supplement' can be in the 30% plus range.

 

If there are no singles left you can occupy a double but I have never heard of anyone paying less than 100% supplement.

 

edit - a search for a 14 nighter in May came up with 31 cruises.

Is there a special way to search them ? I was looking at cabin for 2 then add cabin for 1 and it was cinstantly saying do not have cabins to match your criteria ?

My mum has just gone into a nursing home and for the 1st time in years my dad can come on holiday with us..... all searches on Thomson for next year say no solo cabins available..... how on earth do you book for a couple and solo... beating me ?....

________________

My mum has just gone into a nursing home and for the 1st time in years my dad can come on holiday with us..... all searches on Thomson for next year say no solo cabins available..... how on earth do you book for a couple and solo... beating me ?....

Well.... found an online enquiry facility and used that to complain..... within 20 minutes telephone call from Thomson very apologetic.... have to say I am impressed and they have redeemed themselves..... :)

Aaaarrrggghhhhh ! just phoned to pay my final balance and spoke to the rudest call taker ever (in India !). Tried to complain but online you can only complain post holiday ! Anyone know an email I can use.....

Thanks

Carrol

Thank you :-) will start looking for some to take with me.

Hi,

On Celebration in October...... does anyone know if Nutella is offered onboard or do I need to be sourcing a plastic jar to take my own ? :-). Love my Nutella on toast for brekkie.

Would love to see the tribute acts - they were brilliant on OV - the comedians onboard use some really OLD material !!

Hi,

Just booked our 1st time on Celebration - can't see any mention of fridges on the site ?? Do any of the inside lower deck cabins have fridges ?? We don't bother with upgrading as all we do is sleep and change in there (lol) :)

Can anyone recommend a good cabin to book ?

Thanks

Carrol

Hi,

Does anyone know how Fred Olsen stand on use of Mobility Scooters on board ?

Thanks

Carrol

Unbelievable..... pardon me for posting !!

Im not surprised people are put off sharing their own personal viewpoints on here when they get criticised for doing so :mad:

My earlier post re 2 weeks on Majesty...... good and bad points... consisted of MY personal views..... I was in no way looking to (1) start an argument between other members (lol)... (2) seek approval for my opinions ... (3) seek support from others to justify my opinions :rolleyes:

This is an open forum but in my opinion (yes again !!) all members should be respectful to other members and duly respect their opinions without taking it as an invitation to 'have a go'...... but I suppose some peoples lives are such that they need to seek 'fulfilment' wherever they can get it.... ;)

We did Majesty at Christmas 2012 - LOVED it !!

Just been on for 2 weeks - cabin 3129 - standard inside - here are my thoughts on the ship now....

Thomson Organisation - RUBBISH !! - don't see the point of having to book in online and print off tickets and boarding passes to then queue up for over an hour to 'book in' and hand in bags !! On arrival at Corfu total chaos - everyone queuing again for bags then queuing over an hour to be given envelopes with cabin cards and stickies for cases - no-one telling people where to go or what to do. Coaches to ship then queuing up AGAIN for over an hour to have picture taken and give debit card details..... p'up and brewery come to mind. (Ocean Village years ago you handed cases in at airport and didnt see them again until outside cabin !). On departure our tamper stickers on our cases had both been broken !! as had many others - what's the point ?? Queuing for ages with cases again to be told on coach - no-one will be meeting you at airport just go in and find your gate numbers on the screen. People asked about mobility assistance to be told - you will need to find someone at airport to help.

Cabin - bathroom VERY tired - room small BUT ok for changing and sleeping - didn't tip steward as room dirty - carpet not hoovered for full 2 weeks in my opinion AND grey line of dust around edge of carpet all round !

Staff - more Ukraine staff now - very nice, polite and work very hard - had run in with Head Waiter on Deck 10 (not Leroy) who was totally uninterested when I tried to complain about something, until I said I would speak to Leroy instead and he changed his tune !!

Food - we tend to eat in the self service (Deck 10) - found the choices weird in that things being offered that didn't go together. Worst thing was most of it was only warm and some cold - lots of people complaining about food being cold. We also ate in the Seven Seas twice but it was still not very warm in there. Piazza closed for some unknown reason (they said schedule ?) one rainy morning people having to sit outside on deck to have breakfast - not really acceptable !

Drinks - VERY EXPENSIVE and DP (Drinks Package) falls way short of the old AI (All Inclusive) - lots of drinks removed from deal (i.e. Tia Maria, Amaretto etc) - can order singles only - coke (which my hubby likes during day and has always had a large) only available in small glasses and 1 per person at a time. Most people were bringing their own drinks onboard and having those.

Shops - CLOSED for most of the cruise !!! with noise of drilling, grinding (with sparks !!) etc - not happy about that.

Entertainment - EXCELLENT - Dave & Jack in the Fireworks were brilliant - shows really good.

All in all - next year we are looking at alternative cruise lines before Thomson BUT if nothing fit the bill we would go on Thomson again.

YES I did make my complaints in writing whilst on board and received an acknowledgement saying they will get back to me...... I'll not hold my breath.

Carrol

We received same email - NOT HAPPY !! we should get some kind of compensation for the lack of facility and inconvenience - the cruise was sold to us with the onboard facilities included !!

Hi

Not used this system before - can someone please advice what we have to print out and what we do with them ?

What do we have to put on the cases - anything or just our name and address labels..... people are mentioning bar codes ??? and buying transparent tags ??

Help please.

Thanks

Hi

We are on Majesty for 2 weeks from 31st October - anyone else? :)

Hi All,

My mum and dad enjoyed the cruise - only disappointment to them (and apparently a few others) was the disembarking was from the 4th deck and the ramp was far too steep for some people to get off. My dad said some passengers couldn't get off the ship at all :eek:

Everything else they enjoyed and have decided to try Thomsons again but this time a med one to get better weather. :)

Tony,

I cant thank you enough for the time you have taken responding to me - and you must be the nicest bloke online !!! :)

I have spoken again to Thomsons you 'assure' me everything will be fine and there will be staff there to sort them out - so I am taking them at their word :) believe me if it turns out any different some heads will be ripped off afterwards :eek:

Despite numerous calls to Thomsons - they still don't get back to us with an answer re parking at Liverpool - the service re this is diabolical. So my elderly parents are having to 'hope' they can sort something on the day - not the most stress free way to start a holiday !!

Thanks Tony - really appreciated :-)

Jodrell - when I tried to ring it was unobtainable - did you get through ?

Hi

Many thanks for that - we already have that but the number is unobtainable and Thomson shop says no shuttle bus that they are aware of :rolleyes:

Another Thomson phone line said go to ship to drop off then to car park - shop where booked said they had googled it (yes !!! Googled it !!) and go to car park then walk to ship. All well and good but they are both in mid 70's my mum needs a mobility scooter and has mild alzheimers..... I really want to get this sorted for them - we are in work so can't take them or we would.

Really disappointed with Thomson organisation on this.

My parents (elderly and blue badge holders) are going on Spirit next Wednesday from Liverpool and can get no definitive answer whatsoever about parking facilities - we have tried a shop and over the phone !!

Parking is included but Thomson cant tell me what the car park is called or how far away it is from the ship.....

Can anyone please help ???? anyone been on a cruise from Liverpool with Thomson and parked...?

Thanks

Thanks everyone.:)

 

I won't be going on the Majesty in the near future, that's for sure.

 

Jan:)

We did Christmas week on Majesty I was ill on return ended up off work for a month and in hospital on a drip for a week..... coughing..... virus.... nightmare ! Have to say the holiday was brilliant though