ComplaintsforGO Next, Inc.

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is in regards to Go Next's participation as an agent of Oceania Cruises for booking #*******, Dazzling Down Under, ********* and *********** cruise with date of embarkation 1/16/2023. Multiple email messages have been sent to *********************, Travel Operations Manager, for Go Next without appropriate response. The dispute involves the negligent and incompetent performance of Oceania Cruises during the cruise. This lack of performance was admitted by Oceania to the extent a 25% credit was offered to passengers who booked another cruise. The fare paid was $20,598, 25% of which is $5,149.50. ************** was initally contacted Feb. 2 and did not acknowledge receipt of the message until Feb. ********************************************************************************************* when a response was received. Now, more than two weeks later, no further contact has been made despite a follow-up email sent to ************** Feb. 25. The near total absence of communication within a reasonable timeframe is quite frustrating and antithetical to good business practice. I am requesting reparation of $5,149.50 and expect at least some good faith effort by Go Next to engage regarding their partnership with Oceania Cruises and the considerable sum paid for a less-than-stellar travel experience.

  

  Business response

  03/31/2023

  ************************ contacted Go Next via email on February 2,2023. Unfortunately, I never saw that email. He then followed up with an additional email on February 13, 2023, the next day, I responded to him and told him that I was escalating his concerns directly to Oceania, which I did that day. He responded to me on February 16, 2023. 

  We had not heard back from Oceania and ************************ reached out to me again on February 25, 2023. Oceania was still in process of responding but they sent the attached response on March 14,2023, which I forwarded on to ************************. **************************** original complaint to the BBB was on March 7, 2023 prior to receiving a response from Oceania. As he has received his response from Oceania after his original BBB claim, he should now have everything he needs.

   

  Customer response

  03/31/2023

   I am rejecting this response because: The author of the response from Go Next Travel is in error when stating a response from Oceania Cruises was sent to me 3/14/2023. I have received no such response as of today, 3/31/2023. Therefore, I do not "have everything I need". Perhaps Go Next would be so kind as to forward a copy of the Oceania response or have someone contact me directly ************* or *******************).
  
  
  

  

  Business response

  04/03/2023

  This was the last message I received from Oceania on 3/14/2023.  

   

  Dear Mr. ***** *************************,
  
  Let me preface by apologizing on behalf of our company for your disappointments regarding the unavoidable events that occurred during your voyage.  Oceania Cruises is not unique in these circumstances; however there have been various thoughts and opinions expressed, which may not be entirely in line with the facts.
  
  As we know you are aware, a cruise day is not solely comprised of a port visit but encompasses the entire onboard experience including but not limited to, food, accommodations, staff service and all other amenities/facilities available to guests on board our vessels.  While we certainly do not delight in disrupting the plans of our guests, from time to time, Oceania Cruises, like all other cruise lines, may find it necessary to alter or cancel an itinerary for a variety of reasons. Its important to note that according to the terms of Guest Ticket Contract guests are not entitled to any refunds and/or compensation for any cancelled ports, regardless of any cancellation reasons. Due to the fact that the ship missed scheduled ************** (********), Port of Lyttelton (************), and both the Doubtful Sound, and Dusky Sound our executive team felt that it was reasonable to offer Guests a goodwill gesture future cruise credit valued at 25% (twenty-five percent) of the cruise-only fare paid for this voyage. Regretfully, in fairness to all other guests on this sailing who experienced similar circumstances we are unable to issue additional goodwill gesture compensation. We are very sorry if you find our position disappointing.
  
  Travel is an enriching, invigorating and thrilling experience. Travel is also very much a personal choice that requires travelers to take personal responsibility for fulfilling all of their travel requirements, including obtaining a comprehensive travel and medical insurance policy to protect their vacation investment and health in case of unexpected events.  While this is true that a standard travel insurance policy may not include coverage for missed-ports-of-call, many comprehensive travel insurance policies do offer protection for ports-of-call missed for variety of reasons such as weather, a natural disaster or mechanical breakdown. While onboard you have received a written statement with regard to various itinerary changes that occurred during your voyage. This statement was provided to all guests and is to be used as part of your claim with your travel insurance provider only without prejudice to the vessel or Oceania Cruises.
  
  Sincerely,
  
  ********************* | Administrator, Guest Relations
  P: *************** | F: ***************
  ************************************ | www.oceaniacruises.com
  Oceania Cruises
  *************************************************************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩