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Business Profile

Travel Agency

Crown Cruise Vacations
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BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:02/19/2025

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In December 2024 I purchased tickets for a cruise for my entire family to include myself and three additional adults and two children under the age of 10. The cruise is expected to leave on March 6, 2025. One of the people I purchased a ticket for is my daughter who is handicapped and requires the use of a wheelchair at all times. She approached me in January 2025 and asked if the doorways into the rooms on the ship are wide enough to accommodate her wheelchair. I spoke with a representative at Crown Cruise Vacations and told her the issue. I explained that my daughter is in a very big wheelchair and that I even had to widen all of the doorways in our home to 38 inches to accommodate her. The representative did some digging and discovered that the doorways to the rooms on the ship will NOT accommodate my daughter. I explained to the representative that my daughter cannot walk at all and without being able to take her wheelchair into the room means that she will not be able to come on the cruise. Since I am my daughter’s full-time caretaker, I would not be able to go on the cruise either because she would need me at home. I asked if I could send someone else in our place to use the tickets. I didn't even care that I wouldn't have anyone else I could send in my daughter’s place. I was told that is not allowed because the policy is that at least one of the original travelers is required to use the ticket and I could not send anyone else in our place. This made no sense to me as to why an original traveler had to be there but since no one else could go in my place I asked for a refund for mine and my daughters tickets. I was told they would only give me 25% of what I paid for our tickets. This is totally unfair especially since the reason my daughter and I are not going is because the ship cannot accommodate her disability and her wheelchair. I think this is a violation of ADA regulations and the company should give me a full refund.

    Business Response

    Date: 02/22/2025

    Thank you for sharing the details of the concern. Unfortunately, the penalties being imposed are not from Crown Cruise Vacations, but by Royal Caribbean. We are not holding any of the funds. Due to the nature of your reason for canceling, we have reached out to Royal Caribbean on your behalf to see if they would be willing to waive the penalties. We are awaiting a response from them. We will reach out directly to you as soon as we hear.

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