Will never sail Costa again.

[llgator]

We just returned from the 3/19 cruise on the Magica a couple of weeks ago and were fairly pleased with everything except customer service. However, my sister and her family and my parents were booked on the 4/9 Mediterranea cruise. This morning my mother called and said that my elderly father had broken his foot and wanted to know if I would like to take my daughter and go in their place, even though they had purchased the insurance. My TA said they couldn't change both names or it would be considered a new booking and we would be charged the going rate which was much higher than what my parents had booked at. So, we made arrangements for my father to stay with some other relatives and just add my daughter to the booking so that we could still have a family cruise.

Now, this is the best part. Costa then told us that the ship was at capacity and couldn't add a third passenger to our cabin, even though it was a triple, because the coast guard wouldn't allow any more passengers on this sailing. So, I called back and pretended I was a new customer and wanted to book a last minute sailing, and guess what? They gave me a cabin for three people, took all the names, gave me a cabin number, the whole thing. Just wanted my credit card.

I called back customer service and asked them how I could book a new cabin if the ship was at capacity, and they told me that I had to look at things from their point of view. They could resell our original cabin once we cancelled, get the money from our travel insurance, therefore getting paid twice for one cabin!! I asked them if they cared about customer satisfaction and they said that I needed to see it from their point of view! This was taken all the way to the head of revenue management.

I have never dealt with a cruise line with such disregard for customer satisfaction and have been on over fifty cruises.

This is just FYI for those of you that might be considering Costa.

And if anyone has any ideas as to whom I might write to at Costa, please let me know.

Thanks.:mad:

[robtulipe]

Just have your mother cruise with the rest of the family without your dad if his injury is not serious and you do have other family or yourself whom your dad can stay with..

This would screw Costa as to reselling the cabin. I believe since your dad's insurance will pay for his share of the cabin there can't be a single supplement for her. Maybe another family member already booked on that cruise can share the cabin with your mom if she doesn't want to be alone.

I had a friend whose brother had to cancel for medical reasons and my friend went alone and since the travel insurance paid for his brother's portion there was no single supplement charge.

I agree this is extremely poor service on the part of Costa

[llgator]

I don't think my mom will go by herself, but that's a great idea. I think I'll run it by her, and even if she doesn't go, have her wait till the last minute to cancel. I'd have like to have gone in her place and would've probably spent a lot more money, so they lose, I guess. Although I'm sure they'll have stand-bys to step in at the last minute. Can she wait until the ship leaves to cancel? I'll have to investigate. At least that way they can't get double!

[robtulipe]

Read the fine print on the travel insurance information that usually comes with the contract as to what you must do and when to cancel /claim under the insurance.You could also discuss with agent who sold your parents the insurance.

My wife and I are on the Apr.9 Med. cruise and I know you mentioned your sister and her family are on also but if I can help in any way, send me a note. Hey, does your mom SCUBA dive? I am looking for a dive buddy to go diving with in St. Thomas but have not had a response to my thread re this.

Seriously, I would love to be able to do a cruise with my mom but unfortunately she passed away 5 years ago at the age of 76. I am a physically able 6' tall Canadian male if your mom need any assistance and am an experienced cruiser having done 18 in the last 6 years.

Again let me know is I can help. Bob

 

PS We have selected the early dining if this is of help.

[GOLDENBONNY]

We just returned from the 3/19 cruise on the Magica a couple of weeks ago and were fairly pleased with everything except customer service. However, my sister and her family and my parents were booked on the 4/9 Mediterranea cruise. This morning my mother called and said that my elderly father had broken his foot and wanted to know if I would like to take my daughter and go in their place, even though they had purchased the insurance. My TA said they couldn't change both names or it would be considered a new booking and we would be charged the going rate which was much higher than what my parents had booked at. So, we made arrangements for my father to stay with some other relatives and just add my daughter to the booking so that we could still have a family cruise.

Now, this is the best part. Costa then told us that the ship was at capacity and couldn't add a third passenger to our cabin, even though it was a triple, because the coast guard wouldn't allow any more passengers on this sailing. So, I called back and pretended I was a new customer and wanted to book a last minute sailing, and guess what? They gave me a cabin for three people, took all the names, gave me a cabin number, the whole thing. Just wanted my credit card.

I called back customer service and asked them how I could book a new cabin if the ship was at capacity, and they told me that I had to look at things from their point of view. They could resell our original cabin once we cancelled, get the money from our travel insurance, therefore getting paid twice for one cabin!! I asked them if they cared about customer satisfaction and they said that I needed to see it from their point of view! This was taken all the way to the head of revenue management.

I have never dealt with a cruise line with such disregard for customer satisfaction and have been on over fifty cruises.

This is just FYI for those of you that might be considering Costa.

And if anyone has any ideas as to whom I might write to at Costa, please let me know.

Thanks.:mad:

 

thats a bad situation ,but ALL cruise lince have same problems.last cruise on NCL my friends got extra discount $100.00 (after we all paid cruise)we did not because we are 3 in room????:confused: Go figure:cool: If you have a good TA I am shure he will finde solution for you.Costa is a good line ,but not for everyone.