ComplaintsforUAL Loyalty Services United Cruises

• Initial Complaint

  07/10/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Royal Caribbean confirmation ******** was purchased through United Cruises in May 2023 for a trip January 2024. We had 3 cabins booked on the same cruise and funded all 3 rooms. Communication was poor during the entire booking process. ***** was at a high and we were concerned about upcoming travel. United was contacted in October and we were convinced to buy travel protection on all 3 cabins which resulted in a useless purchase of $330 ($110/room) and the total cost of one trip (*****). We spent hours on the phone with United cruises, Royal Caribbean and Aon over the course of the next few months and could not get responses that matched between the companies and even within each organization across agents. ***** and ***** came down with ***** and had positive at home tests. We called Aon / United / RC and were assured they would work with us should they not be ok to travel. One agent said we would need a doctor's note, another said we can dispute and so on. We were sent a policy that showed a refund option but then were told it wasn't correct. It was only after we didn't take ***** and ***** on the cruise for risk of passing Covid to all passengers, that we were asked for a doctor's note or visit. They tested positive during the holiday week and no centers had available timeslots and doctor's offices were overbooked. Plus, they are both immune compromised and couldn't be in the cold. I ask, should we have risked their health and the safety of all passengers or go with two positive Covid tests? No information was sent to us with full plan details on the policy but we were rejected based on terms we never saw AFTER the trip was cancelled. We ask for a full refund, even if it is credit for future travel to cover the cost of the cruise ($913.36), insurance ($110) and deposit ($100) in the total of $1023.36. Please note that we did still sale and pay for the insurance on two other rooms. Please note that this was also filed with Aon as both companies are at fault.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have booked a cruise on Royal Caribbean with united cruises. After calling united cruises multiple times to confirm what time my departure flight needed to be i was told 11:15. Now that i have spent $445 on flights that depart at 12 pm after confirming the departure times I am being told that united cruises messed up and has it in their notes that they did and that my flight departure times needs to be at 12:15 or later. I now have no options for a ride other than finding my own transportation on "uber or lyft" which is not offered in this area in *****. I would like for United cruises to either A find me an acceptable ride or B refund me for the amount of my flights so I can book one at the appropriate time.

• Initial Complaint

  10/09/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  ********************* and I booked a cruise with 2 of our friends through United Cruises. We both have mileage plus accounts & wanted to accrue the mileage from all our flights for this trip on United Airlines. United Cruises website says:Earn up to 4 award miles per $1 on cruises Cardmembers: earn up to 7 award miles per $1 Expert support 24/7/365 MileagePlus membership What support? The only time anyone returned our call was to tell us to send more money!United ********************* 367 - 43391028 Princess ********************* 2M4X8L Issue Date: August 04, 2022 10:56 AM Your Travel Agent: *********************** ********************* ***** did virtually nothing. We had to continually reach out to HER. Calls weren't returned, emails ignored, or were very snippy. We were never given an opportunity to apply our mileage plus accounts, in spite of asking her repeatedly. During one email exchange, she said we were ineligible, even though our friends got them. Much of the info she gave us was incorrect, & cost a lot of money as a result.. We were told all meals were covered. When we got to the ********************* they destroyed my suitcase and lost much of my camera accessories. Well over $800, plus the suitcase. She was of no help. We were forced to pay for very expensive meals because she didn't book the meal package, let alone even tell us it was needed. ALL MEALS INCLUDED is what we were told. The excursions were NOT as promised. We were grouped with many non-mobile senior citizens with scooters, wheel chairs, walkers and canes, even though the description said NOT For people with all these devices. Excursion transportation details were a debacle. Hundreds of people, multiple cruise lines, no info about where to meet, vehicle number, or time. As a result, most of the excursions were barely 1 1/2 hrs, not the 3-5 we paid for, losing time looking for drivers. I want all the miles for both our flights added to my account # ***************** Mileage Plus told me since SHE booked the flight, she needs to fix it!

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 9/1/22 I called United Cruises to cancel a reservation and pay a $100 cancellation fee. However, the employee did not cancel it and instead stole $400 from the card I gave him for the $100 fee. United Cruises refuses to refund me.

*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. ↩