ComplaintsforCruCon Cruise Outlet

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a cruise through CruCon. I suffered a stroke 5 days before the cruise. I was hospitalized. My husband reached out to Crucon, ********* ******* and to airlines to cancel the trip or to ask for credit for a future trip. We have received the run around. Being pushed off from one company to the next.

  Business response

  11/13/2023

  Dear BBB and Guests;

  Thank you for giving us the opportunity to respond. First, we have contacted the guests via email and phone on separate occasions to obtain documentation and advise of the process and procedures under our agency and the cruise line for their cancellation due to medical. We have obtained medical records from the guest to forward to the cruise line for review. While we cannot guarantee that this will absolve them of the travel supplier cancellation fees or make way for an exchange for future travel, we have forwarded the information to the cruise line for additional consideration. 

  Regrettably, the guests did not (to our knowledge so far) have travel insurance which may have provided some financial relief in this situation. In such an instance, they are not able to make a claim for any financial loss and are subject to the cancellation policy of the cruise line and any other travel suppliers.

  We will continue to monitor the outcome of the review with the cruise line and provide the guests with an update just as soon as more information is available. 

  
  Thank you, 
  CruCon Cruise Outlet

• Initial Complaint

  10/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I booked a cruise on the Norwegian Prima for sailing date: Oct 1, 2023 for a balcony cabin and should have received $150 OBC from CruCon. While I was on the cruise, I did not receive the $150 OBC from CruCon for booking the cruise through them. The *** Onboard Credit desk on the cruise told me they only see the $150 OBC on my account coming from *** and NOT from the cruise travel agent and the $100 OBC is for being a *** investor. I emailed my cruise agent at CruCon to let her know I did not receive the $150 CruCon OBC for my reservation, she replied that the OBC was mislabeled as coming from *** and not from CruCon. I sent a follow up asking CruCon to provide proof or provide a *** contact who will be able to verify/confirm the $150 was from a joint marketing promotion with CruCon and was mislabeled as coming from *** instead of CruCon. However, CruCon has not been able to provide the proof or someone from *** who can confirm their claim.

  Business response

  11/13/2023

  Dear BBB and Guest;

  Thank you for the opportunity to respond. We reviewed the reservation thoroughly and ensured that the correct amenities were assigned and delivered to the guests while onboard, as promised at time of booking. We have reached out to the guest on several occasions to address her concerns. In this instance, the guest has verified receipt of the correct total shipboard credit for the cabin but was concerned that it was earmarked as coming from *** rather than CruCon.

  Due to cooperative marketing efforts and/or proprietary agreements with our suppliers, among other marketing endeavors, it is possible that shipboard credit or other expected amenities appear as coming from the supplier and/or CruCon. We do notify our guests of this in our terms and conditions at time of booking. It is important to note that our staff did address this matter as soon as it was brought to our attention (prior to the guest reaching out to the BBB) and we assured our guest that the correct shipboard credit was assigned to the account and that CruCon would not be adding additional shipboard credit to the reservation. Further, we are not able to provide a letter from the supplier with further details of the shipboard credit, as the guest requested; but we did point out where the guest can find the explanation in our terms and conditions. 

  We spoke to the guest after receiving the complaint from the BBB to further review this matter but our position remains the same and no compensation or additional amenities are being extended. 

   

  Thank you,

  CruCon Cruise Outlet

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Dear BBB, I have never made a complaint with the BBB before in my 48 years of doing business with various companies but, I have never experienced such deplorable customer service before. I booked a cruise through this travel agency last year for 2 Cabins. I was supposed to receive a $50 loyalty on board credit and each cabin was supposed to receive $125.00. I received notification that my final payment is coming due. The invoice shows the OBC on the paperwork but when I tried to use the credit to make dining reservations, no credit appears. I Called the cruise line directly ( because I can not get a call back from the travel agency) and was advised they show no credit being applied. To my reservation . I have called and left multiple request with both the agent I worked with and the customer service number with no response. I have used CRUCON a number of times in the past and had no problems. The service has become dismal and completely unacceptable . Would really appreciate your help with getting this issue resolved. I have referred people in the past with no Qualms. That will never happen again nor will I ever use this travel agency again. All correspondence seems to go into a black whole Thank you , in advance, for your assistance

  Business response

  05/09/2022

  Dear BBB and Guest;

  We connected with our guest today and clarified that shipboard credit is not usually available prior to sailing. Shipboard credit is usually purchase within 2 weeks of cruise departure and available once the guest is onboard. There are, on occasion, some cruise line or combined marketing promotions whereby shipboard credit is available for use before the cruise but this is not the case in this situation. We have reviewed the reservation's perk details with the guest and assured her that the amenities will be available onboard. We also reviewed the final payment process with the guest and are confident that she knows what to expect going forward. We are grateful for the chance to connect with our guest and address her concerns.

  Sincerely,

  CruCon Cruise Outlet

  Customer response

  05/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1717***** and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  12/10/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a cruise , the agent was CRUCON travel, the cruise price was adjusted two months before travel and as per the supplier rules the price could be adjusted to the lower price. I advised CRUCON of the lower price and the guarantee and was told by email a refund was imminent. Three months after several inquiries later i have received another notice that the refund is indeed a credit , but i have nothing to indicate the particulars of this credit so I can apply it to another booking. The service delivery of CRUCON has gone completely off the rails. It is impossible to reach anyone and the response to emails, which their phone message implies is the only way to contact them is deplorable. PLEASE FORWARD THE CREDIT COUPON INFORMATION OR PROCESS THE REFUND AS PROMISED Booking number XXXXXXX on the 13 Nov 2021 sailing of Symphony of the Seas refers.

  Business response

  01/13/2022

  Consumer Response /* (2000, 10, 2022/01/04) */ This has fortunately been resolved after several emails Thank you

• Initial Complaint

  11/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have two different issues with Crucon Cuise Outlet Crucon Booking: # ***** (Royal Caribbean)- Booked on July 3rd, 2021 1st Issue After we booked our cruise we received a confirmation from Crucon stating that we were going to receive two $50.00 on board credit, one with Crucon loyalty program and the second for booking on their Firecracker Sale. They gave us only one $50.00 OBC instead of two. I contacted several times by phone and by email their sales representative Cole C********** and their customer service but they never answered either one. The $50.00 on board credit was never issued. 2nd Issue When I booked this cruise they charged me $281.28 for Port Charges. After my booking, ***** Caribbean made some changes to the Ports of Call and they reduced the Port charges to $203.24. On September 17, 2021 I sent an email to Cole C********** requesting to adjust the charges to reflect the new port charges and the same day he replied to me that he was going to do it. I never received any notification from him and on September 28, 2021, I followed up again with Cole C********** and their customer service and they replied to me that in order to adjust the port charges they had to cancel the original reservation and book a new one. I asked them why did they not cancel and rebook the cruise when I first made them aware of the difference in prices. The port charges were never adjusted. My wife and I have been loyal Crucon customers for the past 10 years. This time Crucon failed to deliver and eroded the trust that we had with them in several ways, by not delivering what they promised in their written communications, not being able to address their customers' issues and not communicating in a professional business timely manner. As a travel agency they have the professional responsibility to address their customers issues which they never did.

  Business response

  01/12/2022

  Business Response /* (1000, 11, 2021/12/22) */ Dear BBB, We connected with the guest via email and scheduled a time to review this matter by phone. We look forward to speaking with the guest soon. Sincerely, CruCon Cruise Outlet

• Initial Complaint

  11/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Crucon used a Future Cruise Credit (FCC) in error and refuses to answer emails. I had a FCC from royal caribbean for $447 which was tied to a reservation (XXXXXXX) and i requested this be used for another reservation (XXXXXXX) and was advised i could not do this and then paid $299.38 which hit my credit card on 06-11-2021. Crucon then without telling me or getting my permission they applied this $447 FCC on (XXXXXXX). When i discovered this in late September and requested what happened to the FCC on (XXXXXXX), the only response was this FCC was already used on (XXXXXXX). I emaild and said ok then what about the additional $299.38 that i added. To date and numerous emails going unanswered i have no response. The FCC was more than enough to pay and I would like them to reimburse me $447 either credit or replace the FCC. I did contact my credit card company but this is past 60days for their involvement. Crucon does not return phone calls or emails. There customer service is non existent where before this fall of 2021 they were very good.

  Business response

  02/01/2022

  Business Response /* (1000, 13, 2022/01/20) */ We are still working with the cruise line on this and have been in touch with Mr. *******. We communicated with him in late December 2021 and last week 1.4.2022 to advise that we are awaiting information about his FCCs from the cruise line and the validity of the final balance of his most recently paid reservation. The information is directly from the cruise line. Our agent, Anne, had bee in touch with him over the summer about this and we executed his requests the way he sent them to us in an email. At this time, we are just verifying the information for accuracy with the cruise line.

• Initial Complaint

  10/01/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am trying to receive a refund or credit for a Royal Caribbean cruise (Jun 12-22 2020 #XXXXXXX) canceled by Royal Caribbean in 2020. Neither Crucon nor RCCL has provided a full refund or credit ~$3396.00 original payment) Also several refunds for canceled cruises were refunded to a credit card that I canceled. I provided statements from Chase Bank to Crucon to show the refunds were returned to Celebrity and RCCL ($56.95x2 #XXXXXXX, $129.31x2 #XXXXXXX, $900 #XXXXXXX). Lastly, a refund was returned to a credit card that is not mine ($737.80 #XXXXXXX). No resolution to date. Crucon has the documentation on each of these issues but recently will not return emails or phone calls to provide an update. My last email from Crucon on these issues was Jul 20 2021. I last emailed Crucon on Aug 26 2021. Crucon says they answer calls/emails in 3-5 business days. I hope this is just a simple oversight as I have otherwise received excellent service from Crucon on all other issues.

  Business response

  10/13/2021

  Business Response /* (1000, 5, 2021/10/05) */ We will review the aforementioned reservations and reach out directly to the guest with the details for the refunds and FCCs. We are very sorry to hear that he has been unable to get in contact with us. It was certainly not intentional. We will reach out to him today. I thank you very much for reaching out to us so that we could help our guest! Consumer Response /* (2000, 7, 2021/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  09/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In mid-Sep 2021, I questioned Crucon.com about the cost to cancel 2 Royal Caribbean cruises sailing Jan 23 and 30, 2022. Agent emailed on Sep 21 that one cruise had a non-refundable deposit that give us a future cruise credit from Royal Caribbean, the other cruise deposit was refundable, and Crucon.com was not charging their usual cancellation fees at this time. I questioned the non-refundable credit designation but have heard nothing back and as of Sep 28, 2021 both cruises are active on Royal Caribbean's website. Final payments will be collected by Crucon.com on Oct 13 and Oct 20. At that time, we would lose $236 non-refundable insurance premiums and receive future cruise credits for the total fare paid for the cruises (over $3,100). These credits would have to be used before Oct 31 2022, forcing us to choose between losing that money or cruising when we have no plans to cruise to avoid exposure to the virus on Caribbean islands.

  Business response

  10/26/2021

  Consumer Response /* (2000, 8, 2021/10/13) */ Agency took satisfactory action. *** *****

• Initial Complaint

  09/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This pertains to a booking I made through CruCon on the Carnival Pride sailing from Baltimore on Sep 26, 2021. I am away from home so I do not have my confirmation nr available. I have been trying unsuccessfully to contact CruCon regarding this cruise since July 18th. They have not responded to my emails to customer service and it is impossible to get through by phone even to just leave a message. I have called Carnival directly and they say they cannot help me. I need to speak to CruCon about canceling or postponing this cruise and time is running out. I need them to contact me at the number I have indicated in this complaint. If nothing else I want this to be made a matter of record with you.

  Business response

  10/06/2021

  Consumer Response /* (2000, 8, 2021/09/27) */ Crucon Cruise Outlet finally contacted me by email at 2:30 pm Sep 24th advising me that my booking on my cruise sailing on Sep 26th had been canceled. They apologized for the delay citing extremely heavy volume. I will not be charged any penalty fees. I was actually standing in a long line waiting to get the mandatory pre-cruise rapid covid test when I received the message. Thank you for getting back to me. **** ****

• Initial Complaint

  09/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Future Cruise Credit usage.. booking ID ***** - ****** ****** - Certificate # ********* $970.00. Used on Allure of the Seas Aug 22-2021. Only $885.00 was applied. Was told they could not apply to taxes. Remainder of $115.00. Cannot be released to new cruise without consent from Crucon. Can't get response from Crucon. have been trying for a couple of months. Just left another message and told they would return call in 3 to 7 days. Royal Caribbean has not been any help.Thank you. ****** ******

  Business response

  10/15/2021

  Business Response /* (1000, 8, 2021/09/28) */ Dear BBB, We have attempted to reach the guest by phone and calls go straight to voicemail. We recently sent a follow up email to the guest in hopes of connecting. We encourage the guest to ensure that our phone number is not blocked and also to check junk/spam folder for the email provided. Also, Future Cruise Certificate issuance/redemption/application is solely controlled by the cruise line. While we cannot remedy this matter directly for the guest, we are glad to assist the guest in determining the best course of action for getting clarification of the FCC amount and application from the cruise line. We look forward to connecting with the guest to obtain more information which will help in this process. Sincerely, CruCon Cruise Outlet

*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. ↩