Well, first time Oceania messed up our cruise

[no fuss travel]

Long story.  We were to fly down to LA tomorrow to take our free cruise on the Vista through the Panama Canal   Our TA booked the airfare through Oceania with Oceania knowing that this was our free cruise in August.  Oceania agreed and sent the invoice for airfare and transfers which we paid in /August.  Now later when someone is reviewing the files at Oceania, it turns out you can't use their air or transfers.  Oceania cancels the airfare without notifying our TA or us.  Our TA found out by accident today when she tried to book a wheelchair as I unfortunately had a bad fall and not quite as mobile as usual , the day before we were to fly.  She is now scrambling to try to get us down to LA and home from Miami.  Oceania head office attitude is tough luck, you shouldn't have booked it with us and you were not allowed too.  Okay I can accept it is against policy, but cancelling and not informing the TA or us is unacceptable.

 

If this is the way they treat Platinum and above passengers, it sets a bad precedent.  Poor and rude customer service.  Definitely a black mark for Oceania.

[WayneLaR]

O sure is getting a fair share of bad press these days.  They would be wise to take note of their customers' discontentment. 

[PhD-iva]

6 hours ago, no fuss travel said:

Long story.  We were to fly down to LA tomorrow to take our free cruise on the Vista through the Panama Canal   Our TA booked the airfare through Oceania with Oceania knowing that this was our free cruise in August.  Oceania agreed and sent the invoice for airfare and transfers which we paid in /August.  Now later when someone is reviewing the files at Oceania, it turns out you can't use their air or transfers.  Oceania cancels the airfare without notifying our TA or us.  Our TA found out by accident today when she tried to book a wheelchair as I unfortunately had a bad fall and not quite as mobile as usual , the day before we were to fly.  She is now scrambling to try to get us down to LA and home from Miami.  Oceania head office attitude is tough luck, you shouldn't have booked it with us and you were not allowed too.  Okay I can accept it is against policy, but cancelling and not informing the TA or us is unacceptable.

 

If this is the way they treat Platinum and above passengers, it sets a bad precedent.  Poor and rude customer service.  Definitely a black mark for Oceania.

WOW! That’s all I can say.

[PhD-iva]

Just now, PhD-iva said:

WOW! That’s all I can say.

Ok, my words are coming back. All the bluster-words from outraged pax who don’t like their revised ME itinerary, I get they’re upset, but they only have half a “leg to stand on.” Shudda known better.

But now, add O’s poor business practices/policies, no quality control at O nor self-respect! 
Thinking twice now!
 

[FetaCheese]

6 hours ago, no fuss travel said:

Long story.  We were to fly down to LA tomorrow to take our free cruise on the Vista through the Panama Canal   Our TA booked the airfare through Oceania with Oceania knowing that this was our free cruise in August.  Oceania agreed and sent the invoice for airfare and transfers which we paid in /August.  Now later when someone is reviewing the files at Oceania, it turns out you can't use their air or transfers.  Oceania cancels the airfare without notifying our TA or us.  Our TA found out by accident today when she tried to book a wheelchair as I unfortunately had a bad fall and not quite as mobile as usual , the day before we were to fly.  She is now scrambling to try to get us down to LA and home from Miami.  Oceania head office attitude is tough luck, you shouldn't have booked it with us and you were not allowed too.  Okay I can accept it is against policy, but cancelling and not informing the TA or us is unacceptable.

 

If this is the way they treat Platinum and above passengers, it sets a bad precedent.  Poor and rude customer service.  Definitely a black mark for Oceania.

Will you explain why Oceania would not allow you you purchase air from them, for your free cruise?

 

Perhaps I'm not understanding something you have posted.

[no fuss travel]

6 minutes ago, FetaCheese said:

Will you explain why Oceania would not allow you you purchase air from them, for your free cruise?

 

Perhaps I'm not understanding something you have posted.

Their response was “not allowed “ with no other explanation

[edgee]

Outrageous!. We are on your cruise. Hope you make it!

[Vertygo]

That is so unacceptable that O would decide something you’ve already paid for based on THEIR invoice is not allowed & not even tell you they canceled. If your TA hadn’t requested the wheelchair would you have discovered this trying to get your suddenly nonexistent boarding pass the day prior to your flight?

Unbelievable!!!

[no fuss travel]

16 minutes ago, Vertygo said:

That is so unacceptable that O would decide something you’ve already paid for based on THEIR invoice is not allowed & not even tell you they canceled. If your TA hadn’t requested the wheelchair would you have discovered this trying to get your suddenly nonexistent boarding pass the day prior to your flight?

Unbelievable!!!

No we would not have discovered it

[edgee]

I have a significant number of cruise nights booked on O in the next 12 months. I believe we will have some great cruising experiences. However, will forgo opportunity for onboard bookings to get future cruise discounts. Not sure I want to do business long term with a company that operates with such a mean spirited, inconsiderate corporate culture. This is a grotesque example, and even worse is the situation involved with the Riviera cruise through the Red Sea where O is reniging on promises to allow canceling with FCC. This is not the way a customer focused service company should  behave. Something is very wrong with these people.

 

 

[Heartfelttraveler]

When they canceled your airfare, was there a refund to either your TA or yourselves?

 

[Pandazoo]

When was the air cancelled?  How was it paid for?  

[PhD-iva]

6 hours ago, Heartfelttraveler said:

When they canceled your airfare, was there a refund to either your TA or yourselves?

 

Might have just gotten a “credit” that has to be used before a certain time period……

[no fuss travel]

Yes I found a refund when I checked my credit card but no explanation. I didn’t look until yesterday when I found out the flights were canceled. 
fortunately we are at the airport n I now with a flight that our agent got us on. We got the last 2 seats

[S4POPO]

I feel like I am missing something.  Was airfare originally ticketed?  Did you ever receive confirmation?

 

If you were charged on your credit card, were you refunded soon after or right before you trip?

[no fuss travel]

9 hours ago, S4POPO said:

I feel like I am missing something.  Was airfare originally ticketed?  Did you ever receive confirmation?

 

If you were charged on your credit card, were you refunded soon after or right before you trip?

Right before the trip 

[Harry Lake]

23 hours ago, PhD-iva said:

Ok, my words are coming back. All the bluster-words from outraged pax who don’t like their revised ME itinerary, I get they’re upset, but they only have half a “leg to stand on.” Shudda known better.

But now, add O’s poor business practices/policies, no quality control at O nor self-respect! 
Thinking twice now!
 

Imagine if they said:

Hi, beloved passengers. If you're on cruise XYZ and don't want to be, just let us know and we'll either give you a full refund or 150% FCC.

BTW I'm guessing they could write off that loss?

[Twiga]

@no fuss travel I hope you are now onboard the ship. After the terrible start to your trip, I wish you the most wonderful cruise!

[no fuss travel]

9 minutes ago, Twiga said:

@no fuss travel I hope you are now onboard the ship. After the terrible start to your trip, I wish you the most wonderful cruise!

Thank you. We are onboard the ship

[Gracie115]

I'm glad you made the cruise and sorry this happened to you.  When we had something similar happen(not that close to sail date) I have become pretty manic about checking air arrangements very frequently to make sure nothing has happened.  Mostly I don't book air with cruiselines, it seems there are too many chances of something going wrong.