“I want my money back on a £20,000 cruise that doesn’t stop in Phuket or Penang”

Has a company treated you unfairly? Our consumer champion is at your disposal. You can find out how to contact them here.

dear Katie,

In February we booked a 60 day cruise with Imagine Cruising on Cunard’s Queen Mary, departing Southampton on 11th January 2023.

Earlier this month we discovered that two key destinations had been removed from the itinerary: Phuket in Thailand and Penang in Malaysia. We found this out through our own research and were disappointed that Imagine Cruising hadn’t bothered to let us know. The planned visit to Sri Lanka now seemed highly unlikely due to government regulations.

These destinations were key reasons for us booking the voyage and as we would be paying a total of £20,214 for this cruise we did not want to continue and have decided to cancel it.

According to Imagine Cruising Terms and Conditions, if there is a “significant change” to the itinerary, e.g. B. If one or more destinations are removed, the £3,150 deposit paid by us will be refunded on request. However, she refuses to do so.

If we don’t cancel by October 13, the cancellation fee increases to £10,107, which is 50 per cent of the total cost of the trip. Can you help us to solve this situation? It’s very stressful to deal with Imagine Cruising which seems to block us at every turn.

– DM, via email

Dear Reader,

Reading your letter, it came out that Imagine Cruising might be breaking their own terms and conditions, so I decided to read them myself.

It said: “If we have to make a material change or cancel before departure, we will let you know immediately.”

Cancellations will be accepted and refunds given “for material changes to the amended arrangements,” he added.

Included in the various definitions of what this might mean was a bullet point stating “a significant change in your itinerary, in which one or more destinations are omitted entirely”.

This seemed pretty black and white to me, so why does Imagine Cruising seem to have violated their own terms by refusing a refund?

It informed me that it had checked your booking again and came to the same conclusion. The terms and conditions relate to a material change of embarkation and/or disembarkation destination and not to the port route changes.

Trying to catch you doing what felt like a formality struck me as a total cop. Their terms and conditions said nothing about embarkation or disembarkation regarding “significant changes” to the itinerary. If that was the policy, then that had to be spelled out very clearly in the terms.

Imagine Cruising said it was able to move your deposit to another cruise of any value but you were still unsatisfied. In the end I am pleased to say that something has changed behind the scenes and you have received a refund of your £3,150 deposit.

Comments are closed.