disney canc'd my med cruise 3/9

[wayneg]

Wonder how many still don't know?
I thought it was bad enough Disney cancelling but think its even worse 2 weeks have passed and Virgin have not notified customers.

 

[aaronandterri]

yep there booked with virgin too...and the best bit they told me i was lying *** they rang virgin who knew nothing about it

i told them to ring back again!!!

Very poor show virgin.

 

[2Tiggies]

its even worse 2 weeks have passed and Virgin have not notified customers.

I know You would think that this would classify as a 'major change' under their terms and conditions ...... and should be communicated quickly. I am sure if the customers owed more money for whatever reason Virgin would have been very efficient to relay this information, complete with deadlines and teh works

 

[eeyorefanuk]

Just told one of my customers Disney had cancelled one of the European cruises, turned out to be the one he was going on, I knew he had booked but didn't know which sailing, he has now gone home to ring Virgin who he booked with. Wouldn't want to be whoever answers the phone.

Oh not that is bad, the only reason I found out was because of the cruise part of dibb

 

[howlongtillsummer?]

Any more progress? This is shocking!!

 

[wayneg]

My customer popped back in again this morning to give me an update after ringing Virgin yesterday.
They told him they had only just found out a few days ago and they were going to ring next week after the sale had finished. To me that can be read 2 ways, 1 they are really busy and will have more time after the sale ends to deal with the situation or 2 they don't want to offer an alternative with sale prices.
They then had the cheek to say they didn't know if he would be entitled to a refund, they expected him to trasfer to another sailing which isn't an option for him.
He told me a few month ago he was at a presentation with Disney representatives all to do with customer service, he has another presentation with them in a few weeks, guess what he will be bringing up.
He has never been a Disney fan but was going on this cruise for his Wife and child(after me telling him how good the cruiseline was) not a hope he will give them another chance now, they have lost his business.

 

[2Tiggies]

Wayne, that is shocking, yet it almost doesn't surprise me.

I always bring up Terms and Conditions. These can lock you into difficulties, but they can also provide the opt out clause needed in situations like this. Contrary to what you would expect, often times the customer service representatives are not fully briefed on all aspects of the terms. I had the pleasure of dealing with VH last year. It took several months and ridiculous amount of correspondence to sort out, but at the end, they had to make good on their own T&Cs. What is annoying about situations like this is that it should be straightforward, i.e. something goes wrong, the TA advises the customer immediately and offers the options. But having customers running around explaining to the supplier what his/her rights are, expending time and stress to resolve something is out of order.

 

[paulh]

its a pity this one isnt ready for them yet
http://www.gadling.com/2011/02/11/disney-begins-construction-on-a-new-ship-in-pappenburg-germany/
Paul