ComplaintsforNew York Cruise Lines
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/23/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
On Wednesday, August 23rd at 10:50 am we purchased three tickets for The Beast *** for 11 am. The Beast oversold tickets and we weren't able to board the 11 am that we were sold. As a result, we thought we would be able to go on the noon ride, but noticed a private ride taking place. We went back to the ticket window and the ticket agent accused of us being late for the ride he sold. The supervisor later got involved and offered us a "dismissive apology" with the possibility of a later time and refund. This dispute is about the principle and coordination of our schedules for The Beast. We had plans for the earlier ride because of a "funeral attendance" early evening. Circle Line should be aware of the type of employees they hire and the way they resolve their issues with customers. It's unacceptable and completely inappropriate to treat loyal customers this way. I hope Circle Line (on behalf of The Beast) understands that this isn't the way a business should conduct itself and expect customers to return.Customer response
09/17/2023
Better Business Bureau:
At this time, I have not been contacted by New York Cruise Lines regarding complaint ID ********.
Sincerely,
*********************Initial Complaint
08/21/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Booked a tour and on my way into *** I was in a fender ****** and could not make my time. The company ***************************************, ***** Services Agent, would not help me rebook or offer anytype of resolution. Basically told me it is not their problem and I lost my money. I needed to work with their booking partner ***************** also would not help me. Paid & Confirmed Circle Line: *** ******************** ******************* 16:00 Circle Line: *** ******************** Fri, Aug 18, 2023 2 Adults, 2 Children USD $114.00 Booking Summary Confirmation number: ********** Booking reference number: **********Customer response
08/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
*************************
Initial Complaint
10/25/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On, October 08, 2021, I purchased a Two Harbor Lights Premier tickets for $47 each. The business committed two seats on the river cruise in the premier seating area. The business lists two contradicting refund/exchange policies. The first policy is a strict policy indicating a firm stance on tickets being not refundable, no returns, and no exchanges. The second policy indicates that your ticket is good for thirty days from date of purchase and that you have up to 24 hours prior to your reservation to exchange your ticket or get a full refund. This is indicated under their FAQ section on their website. Sightseeing tickets purchased from ************** or our ticket office are refundable up to 24 hours prior to the scheduled cruise time.I have spoke on the phone with a customer service rep ********* and the manager over the box office (*******) and they indicated my tickets are not refundable per their no refund policy. After saying I can still book a cruise with them they rudely indicated that no matter what I do, I will not receive a refund. I was informed there was nothing I could do to get a refund, including no one else I can speak with.Order #: *************-****Customer response
12/09/2021
Better Business Bureau:
At this time, I have not been contacted by New York Cruise Lines regarding complaint ID ********.
Sincerely,
*****************************
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.