Cruise Club UK Reviews 

Our cruise was cancelled March 2020. Still waiting for refund, has any body tried section 75 we did this last week and was told by bank this should take between 4/6 weeks max.

Update, sent email last week stating that if we didn’t receive refund with in seven working days, we would seek legal action immediately, all monies returned in full this morning.

I went on a cruise in February to Asia with celebrity. Because of the changes in departure port we were told we could claim up to $500 each for out of pocket expenses. We put in a claim for £212 . I have been told by celebrity the money has been paid but I have not received it and now been waiting 6 months
Also we asked them to book a 3 day stay in Dubai after the cruise with transfer.
The hotel was next to a building site working with hammer drills all day and people lifts with no sun around the swimming pool. When I went to see the manager he told me the agent was told on booking the room also transfer never turned up to take us to airport.
Compensation was turn down and when I emailed the hotel I was told they never got paid .

Cruise Club UK could have used the Covid pandemic to show themselves as one of the good guys in the travel business, by keeping their customers properly informed, and by promptly refunding customers’ money as and when they received it.

Instead, they have completely blown it, by totally alienating their repeat customer base.

How?

Firstly, by making it blatantly clear on their website that they just didn’t want anyone to phone them or email them about their refunds, when clearly EVERYONE wanted to know what was happening, even though we all realised that we would have to wait quite a while to get our money back.

However, if they had updated their website regularly, with information on how the various cruise lines were progressing refunds, there would have been no need for anyone to phone or email them! Instead, the coronavirus page content of the website still appears unchanged from April, apart from someone changing the date now and then.

Secondly, by not responding to answerphone messages or emails – that simply gets people’s backs up. If we’re kept TRUTHFULLY informed as to what’s going on, the vast majority of clients are perfectly reasonable about waiting.

Thirdly, by not promptly passing on refunds to clients as soon as they are received from the cruise lines, clients then start to think, fairly or not, that Cruise Club UK are using their clients’ refund money to keep their company afloat, thus even further alienating customers who are already extremely annoyed. It’s totally inexcusable – as one Trustpilot reviewer states – to have still not refunded money that Cruise Club UK hadn’t even paid over to the cruise line.

In my own case, cancellation advised to me by email on 26th March, then I had to wait 3-1/2-months before I got a call on 29th June to say that they had received my refund from Celebrity, and asked for my card details to process the refund; but an email from me direct to Celebrity returned a reply on 16th July to say that they had refunded my money to Cruise Club UK on 7th June – 3 weeks before Cruise Club told me they had it!!!!!!!

And I am still waiting – now almost 6 weeks after they received my money back.

This is absolutely appalling “service”. I was originally sympathetically resigned to a longish wait, allowing Cruise Club UK the benefit of being “piggy in the middle”, but the lack of response, and the fact that they have now sat on my money for so long, has totally changed my attitude, to the extent that I have today (17th July) started “Chargeback” action through my card provider, despite giving Cruise Club UK ample warning of my intention via unresponded-to voicemails and email.

Frankly, on this performance, they don’t deserve ANYONE’s bookings!

p.s. finally received full refund to my credit card on 18th July - but still totally unimpressed by my dealings with them!

p.p.s. Also just had a USA coach trip cancelled by Leger Holidays, but the full refund - of more than double what Cruise Club UK owed me - came through in less than a week after they notified the cancellation. So it can be done!

My wife and i booked a trip in January which included a cruise around the middle East. Our holiday was cancelled due to Covid 19 by the holiday company 3 days before we were due to fly out.

We were due back on 31 March 2020. We have been chasing our refund from the cruise Club ever since. They have not even had the decency to answer any of our emails.

It is now 15 July and we still have not received a refund or even an email from them.

Do not book a holiday with this company, their service up to taking your money will be second to none after they have your money there will be no service at all!

I have used cruise club on many occasions but never again. My wife and I were due to cruise on May 1st. This was cancelled. All my requests for a refund have been ignored. I am fed up with bring fobbed off. My wife has subsequently died and I need this refund to pay for her funeral. They have no conscious.i will now be forced to take legal action against the owner Mr Edge

Can only concur with previous comments.
Had a cruise booked for June 2020 which was cancelled by the cruise company and as I had paid in full I requested a refund as did not want a voucher as uncertain about the future.
By Cruise Club's own admission my payment apart from a small deposit was never sent to the Cruise company so not unreasonable to assume it is still in their account.
Despite repeated phone calls, emails and comments on Facebook site nothing has been repaid.
They have requested my bank account details twice as a delaying tactic saying it will be in my account within 7 days. Why 7 days in this day and age of electronic transfers.
I cannot believe that they can be so blatant and yet still continue to trade and sell cruises without first dealing with the residue of all the cancelled cruises.
It is not my function to subsidise Cruise Club but obviously they think it is.
I might be better waiting to see if they go into liquidation and claiming back on my credit card.
Mr Edge, as owner and MD of this company you are a disgrace playing with customers money in this way.

Appalling customer service they didn't respond to my emails for help, I had to chase P&O for my refund and they confirmed that cruise club had not contacted them. Then after P&O sent them my refund they have taken over 7 days to return it to me when it can be sent electronically in seconds! So disappointing.

Have cancelled cruise Princess Cruise June sailing. Cruiseclub still haven’t informed me the cruise is cancelled, despite their website stating they have contacted all passengers. I requested refund direct with Princess who state they sent refund to Cruiseclub in May.

Where our money. Not the first time I have used them but definitely the last.

Constantly get automated emails saying don’t contact us about refunds. Seriously that’s not how to retain customers.

Booked on crown princess 23rd may barcellonna / southampton returning 30th may 2020 to date cruise club uk have not communicated with me at all repeated phone calls and emails ignored, understand unusual circumstances but to ignore long standing customers over many years not doing there reputation any good with comments such as this , action with section 75 of the consumer credit may be the solution if this company does not respond soon

Had an MSC cruise booked 22nd April from Southampton. At no point did Cruise Club contact us to let us know cruise was cancelled. No further communication at all. We have requested a refund which they acknowledged they had forwarded to cruise company, but this was only after we tried to get the refund direct from MSC. No follow up calls. Appalling customer service. Bad enough that we may have to wait 4 months for refund but I thought the TAs were supposed to be on your side? Can't get through on phone and voicemails are ignored. We usually cruise at least three times a year. Not anymore!! So short sighted of both the cruise company and the TA.

We booked a cruise which should have departed on April 1st but was cancelled several week prior.
Despite many attempts to obtain a refund we have still not managed to receive any timescale for this to happen - I understand that legally a refund is due to be paid within 14 days of requesting one.
The company has had the full balance our money since last December.
These are illegal and immoral tactics.

We booked a cruise for the 22nd April 2020 we have had NO NOTIFICATION from Cruise club we know through correspondence with MSC that they refunded our cruise in spite of emails to various staff members and customer care we cannot get a response do not book a cruise with this company if you expect customer service.
Veronica Keogh

I booked a cruise, which included parking at Hamilton by Hilton Gatwick, with it in writing. Hamilton would not except this. We were forced to drive 6 miles to Cophall parking. And pay for parking at Gatwick and Cophall.
Cruise Club have stopped replying to our e mails, despite quoting Atol rules. Disgraceful service.