Read also:
panasonic cs cu z18rkr review 5 fin oil heater kmart white knight benchtop protective coating smith & nobel 12l digital air fryer oven best salt water chlorinator reviews australia britax safe n sound compaq ahr review
CruiseAway
Kellie JLaunceston, TAS
Sick of waiting for refund
I will never use this company again, any bookings in future will be done directly with Cruise companies and/or airlines, hotels etc.
I cancelled my cruise package to Hawaii on the 13th of March and every time I contact CruiseAway they change the goal posts. The last time I heard from them it was now out to 90 days (which will be next week). Not a very good experience for someone when it was supposed to be the first ever overseas holiday I have ever had and it's been nothing but a nightmare. I also don't have that much income as I am a single mum so when someone won't give me back my hard earned money it gets extremley frustrating.
I think a call to ACCC and/or Slater & Gordon is on the cards.
Similar opinion? Write a review on ieatwords.com.au!
Phil M.Perth, WA
There is no zero stars!
Cunard cruise around Japan 23 April to 3 May 2020 booked through CruiseAway with friends was cancelled by Cunard in February and due to SingaporeAir changing flights, we asked for a full refund on 3rd March. Well, we are still waiting: Cruiseaway Refunded half of what we had paid on 22/5 with no email of breakup, so I rang 25/5 and asked for a call back, still waiting, so I sent an email As well on 25/5 requesting contact, still waiting so I rang twice yesterday the first disconnected after 8 minutes on hold, the second was answered and after e...Read more
xplaining was told SingaporeAir had not refunded flight monies! This is despite our cruise partners telling me they had received full refunds on 26/5 - all three of them! I asked On 26 March via email for a manager to contact me as I had lost my job due to the virus and need the money but still waiting. All I can say is the ACCC and Slater & Gordon are going to get a call! DO NOT USE THIS COMPANY!Similar opinion? Write a review on ieatwords.com.au!
Ross WeaverMid North Coast, NSW
What service?
These people are hopeless. My cruise with HAL was cancelled due to the pandemic but have not received one phone call from Cruiseaway since then to offer any information or help what so ever. I did email them twice because trying to get through on the phone was hopeless and did receive (reply 1) advise that they would ring me within the following 4 - 5 days. No call!. (Reply 2) I was regaled with a cut and paste Options Invitation from HAL, which I had told them in the email that I already had and actioned. Since then I have tried on further...Read more
occasions to get through on the phone, but without any success. I have also requested a call back a number of times, which is offered on their website. Still no joy. I understand that Cruiseaway may be busy at this time, and that I am not the only one looking for answers, but a 2 month silence (so far) on the part is disgraceful. I will never use these people again and would not recommend them to anyone.Similar opinion? Write a review on ieatwords.com.au!
Find out how CruiseAway compares to other Booking Services
Know better, choose better.
Disgusted28South East Queensland, QLD
- 3 reviews
Beware, service disappears when they have your money
Beware. Once they have your money, the service disappears entirely. I was misquoted the price for our cruise and after I booked I was told I had to pay more. Upgrading our drinks package was yet another drama and when we tried to make some changes to add another passenger, we could not even get an answer from them. Now that cruises and international travel have been stopped, they will not communicate with us at all about the return of our deposit. They do seem to have the time to send me junk emails about future cruises. I would never book with them again. Read the other reviews, this seems to be a common complaint about this business.
Similar opinion? Write a review on ieatwords.com.au!
Vicki RulePerth, WA
- 12 reviews
- Verified customer
Very slow refunding!
We had a booking for a Cunard cruise with CruiseAway which was officially cancelled on 19 February 2020 due to Covid-19. On our part we have kept in touch with CruiseAway with respect to the full refund we were to receive from Cunard. On the other hand, CruiseAway has not once phoned or emailed us in the first instance to keep us informed of the situation. This kind of treatment of clients is completely unacceptable!
To cut a long story short we have been advised by Cunard that all cruises which were departing prior to 11 April 2020 were ...Read more
being refunded within 45 days of cancellation. In our case the refund was to be sent to CruiseAway and then forwarded on to us. CruiseAway claims they have not received anything from Cunard as yet and keeps moving the goalposts with respect to when we will be refunded. It has now been in excess of 60 days since the cruise was originally cancelled by Cunard and still no refund in sight. Today I have formally put in a complaint to the ACCC and I will keep this review updated as the situation changes!
4 comments
UPDATE : The ACCC emailed me today and provided me with some sound information on where we can go from here including contacting our local consumer protection agency. We have also been informed that ... Read more
law firm Slater & Gordon are giving people like us the opportunity to express an interest in joining a class action against both travel agencies/cruise companies and flight operators which we will look into giving consideration to over the next couple of days.Another week has gone by with still no refund in sight! At first we were told there would be a wait of 20 business days, then it became 60 and now it is up to 90 business days. As I said, the goalpo... Read more
sts keep being moved and it will be interesting to see if CruiseAway does bother to check our file or whether it has just been thrown in the too hard basket. Sigh!Similar opinion? Write a review on ieatwords.com.au!
Lisa
- 2 reviews
Disgraceful service
We had our cruise cancelled on 12/2. That was disappointing but better to be safe. I have called Princess cruises the ship we were meant to cruise on and they told me they sent Cruise Away a cheque on the 15/2???? 18/3 and we still have not received our refund not happy to say the least would never book with them ever again. Customer service has been appalling numerous emails phone calls etc still no refund or return contact in days
Similar opinion? Write a review on ieatwords.com.au!
GordonEvatt 2617, ACT
- 4 reviews
Cruiseaway slow in refunding deposits. Out of pocket for a holiday we didn't get to take.
We booked a holiday package including flights, a cruise and pre-and post cruise accommodation with Cruiseaway. Princess cancelled the Asian cruise for obvious reasons. We paid a deposit for the package some 7 months ago. Princess has been very good-they agreed to return the cruise deposit and have given us a 25% credit towards another cruise.
Cruiseaway has said it will take 12 weeks to pay us around $4300 in refundable costs! However, Cruiseaway advises that QANTAS flights are largely non-refundable and that pre and post accommodation co...Read more
sts of $800 in Hong Kong and Shanghai are like-wise non-refundable (We were not aware that this was the case in regard to the latter). So not only don't we get our holiday but we are out of pocket by around $1500 for services we did not receiveSimilar opinion? Write a review on ieatwords.com.au!
yryryryryryGreater Melbourne (Outer), VIC
- 2 reviews
Not to be trusted
I booked a cruise on Cruiseaways website. The cabin I booked was clearly described (in writing also with photos) as a two room cabin. I paid a deposit. An hour after I paid my deposit, I then decided to have a look at the cruise lines website itself for details of the cabin I had booked, imagine my surprise to find it wasn't a two bedroom cabin, it was nothing like the description or photos on the Cruiseaway website. I immediately contacted (via email) Cruiseaway, three hours after paying my deposit to cancel, only to be told (via email) my d...Read more
eposit will not be refunded as those where the conditions of booking. I then replied that I had not been given any details of terms and condition when booking and no details were forwarded to me, only a receipt for the deposit. Two hours later I received an email with the terms and conditions attached. I recontacted Cruiseaway explaining how I had cancelled in less than 24 hours after making the booking and a full 12 months before the cruise date. They told me that it was the policy of the cruise not to refund deposits. I asked how could the cruise line have the deposit when the money had only been transferred to Cruiseaway's account less then 24 hours ago (this all took place on a Sunday, so no transfers would have taken place until the next day). In the end I received an email saying they would refund the deposit, but it will take 25 days for it to be refunded. It has now been 30 days and still no refund. I contacted Cruiseaway, only to be told it's a very busy time for cruise lines and the matter has been handed over to their crisis team, whatever that is.Similar opinion? Write a review on ieatwords.com.au!
MetalMickVictoria, 3095
- 24 reviews
Trying to take our money and run!
To me, the purpose of this site is to give reports on experiences that will be helpful to other consumers, and not just a slamming of a product or service as a form of venting. So it is with a degree of reluctance that I offer my experiences of CruiseAway, even though they are yet to be finalized.
I feel that they really are one to avoid.
Like many, our trip has been impacted by the caronavirus. Over a year ago, my wife and I had booked with CruiseAway, one of their package deals to Tokyo where we’d board a cruise liner that would travel arou...Read more
nd the rim of the Pacific to Alaska, and then we’d have a couple of nights in Vancouver. This is a product they offered as a total package including flights on their website and is not something we asked them to put together for us. Their agents have been terrific to talk to over the phone, and been very helpful...when it comes to information regarding activities, shore excursions (note that Cunard puts prices on its Australian website in US dollars!), and such. The standard of the accommodation certainly appeared to have been excellent, and of course, Cunard is known for quality experiences. And yet, since making the booking, it has been something of a trial, because there have been repeated alterations to the itinerary, including incorrect numbers of days at the accommodation and incorrect dates as well. It is not unreasonable to expect these details to be checked and corrected prior to issue. Cunard cancelled the cruise and gave us a 25% discount on top of a full refund which is very nice of them and this makes the rest of the package unusable.Similar opinion? Write a review on ieatwords.com.au!
Find out how CruiseAway compares to other Booking Services
Know better, choose better.
Lyn R.Central, SA
I booked in good faith, thinking the company would do their best for us - Wrong, wrong wrong.
No personal service at all once they had our money, you would think that the best available room would had been offered considering the advanced time we had booked
Very disappointed with this agency, booked our NZ cruise 9 months before sailing and were allotted the worst cabin on the ship. I booked an ocoeanview window but all we got was CABIN 702 with 2 portholes, size of soccer balls & where you had to climb on the bed to see out. Our cabin was as far forward as you could get & apart from sea days were awoken at 7am by the noise of either th...Read more
Similar opinion? Write a review on ieatwords.com.au!
Tenielle H.Sydney, NSW
- 3 reviews
Don't waste your time or money
worst agency ever! First they organised travel insurance for my parents that didn't include the country they were actually travelling to. When their cruise was cancelled by princess cruises the agency took it upon themselves to cancel all the flights and accommodation without permission knowing there would be no compensation. My parents still could have used the original flights and accommodation that was booked. I'm only giving you one star because there's no option to give you none! Perhaps you should train your staff better so others don't lose more than 3k worth of holidays!
Don't bother booking through these scammers! All they do is steal your money!
Similar opinion? Write a review on ieatwords.com.au!
Alok A.Metropolitan Adelaide, SA
Untrustworthy
Cruiseaway people can't be trusted. They are the most untrustworthy people on the planet who don't honour even their written committment . We had a Group booking through them and they refused to honour the price mentioned in their email communication even after we provided them all the written proofs . They are now putting this to Royal Caribbean staff. Many promises were made that they will provide us the committed price, but once they got all the payments again they forgot . We did booking 7 months in advance based on the myth that we are ge...Read more
tting best prices and good balcony cabins but it is far from reality because even today you can book the same cruise with less pricing, more onboard credit and your choice of cabins. Feeling cheated and wouldn't recommend anyone to go for CruiseawaySimilar opinion? Write a review on ieatwords.com.au!
Not well organised
We went to book a cruise late for a holiday and we made the booking and payment in a promotion period but cruse away didn't make it with P&O so we missed out on getting the promo nothing offered to us for this and we could not cancel due to paying in full
Similar opinion? Write a review on ieatwords.com.au!
LynnHunter Region, NSW
Would not use them again
The initial stages of the booking were perfect. I was making a booking on Carnival for 34 people to celebrate my partner's 60th birthday so to say cruiseaway were excited to get such a large booking is an understatement. That is where the great service ended. The consultant I was using (Jan) only worked a couple of days a week and was tardy at responding to emails and when invoices were sent, invariably they were always incorrect and had to be chased up and amended. Names were spelt wrong, fees that should have been refunded not done and deposits paid not taken from amount outstanding. Overall a stressful time. However, the cruise with Carnival was amazing.
Similar opinion? Write a review on ieatwords.com.au!
Rosie BSydney Surrounds, NSW
In future, I will avoid Cruiseaway and book direct with Carnival
We have just experienced the same issues with Cruiseaway when booking a cruise. It would appear that after dealing with the initial excellent consultant the rest of the team lack attention to detail _ my name was spelt incorrectly, which is a problem for adding your passport details and then they emailed an incorrect final payment amount. Despite my request to speak to a manager as I had all my emails with the amounts, I received no call back.This potentially compromised our booking with the cruise company and caused quite a bit of angst.I had...Read more
made the final payment much earlier than the due date but it was not noticed by Cruiseaway that their amounts were incorrect. In future, we will book direct with the cruise line and avoid this company.Similar opinion? Write a review on ieatwords.com.au!
Find out how CruiseAway compares to other Booking Services
Know better, choose better.
Excellent experience and help from Teresa
Really happy. Teresa asked a lot of questions and made sure the cruise fit our budget. I could really tell she cared about us and our family trip. No question was too hard. Will book again. Thank you.
Similar opinion? Write a review on ieatwords.com.au!
Xinh T.Sydney, NSW
Very unreliable. Lost trip.
Made contact for a family cruise. Consultant sent through quote. I queried a few items as consultant did not ask but booked us for an 8pm dinner. We have 2 small children. She also advised us that there was no on board credit but on quote there is an onboarding credit. She said she'd make the amendment and get back to me so I can make the deposit.
I phoned 3 times and sent 2 emails. Finally on my 4th phone call I was advised Iour booking was cancelled as we did not make a deposit.
I advised them I have been trying to do this but to no avail.
I took my business elsewhere.
Very poor customer service.
Similar opinion? Write a review on ieatwords.com.au!
Rob BramwellSouth West, QLD
Great Travel Agent with superior knowledge
Julie @ Cruiseaway was able to assist us with impeccable knowledge and experience. Great service and attention to detail . Booking was made so simple and easy for us. Thanks Julie your awesome.
Similar opinion? Write a review on ieatwords.com.au!
Val and Roger Patten
- 3 reviews
- Verified customer
A very unhappy experience with apparently uncaring personnel.
Our booking was made by our Son as a thank you for giving him our love and paliative care over the last year. He has since died and along with him any information other than his deposit for the cruise he had booked. We could not find any other receipts but explained to this company that we had lost him and could not find the other payments. Cruise Away cancelled the booking without letting him when he was still alive or us know. It was only when I phoned to ask for details etc. that we were informed there was no booking as Cruise Away had c...Read more
ancelled even though Anthony our Son, had paid a deposit and upgraded our booking for a window bedroom. We asked for our deposit back as we were too upset with the loss of our son and then to find that the company had cancelled the booking without any notification, to even want to cruise anywhere. They refused the refund even though it was their fault that they had proceded to cancel without letting any of us know, when we still had time to talk to Anthony and rectify any difficulties. He even sent them our passport photos as requested after paying the initial payment. Anyway we are not happy with the service from Cruise Away or should I say lack of service and at an extremely difficult and sad time for my husband Roger and myself.Similar opinion? Write a review on ieatwords.com.au!
Review collected in partnership with CruiseAway
KarsteGreater Melbourne (Metropolitan), VIC
- 12 reviews
This company does not care, no customer service what so ever
Booked and paid for a cruise on the Queen Elizabeth out of Melbourne in December. A medical problem means I had to cancel the cruise. Cruiseaway took $400 cancelation fee and tell me it will be 6 to 8 weeks before we get our money back. I understand a cancelation fee but $400? 6 to 8 weeks to get the money back is just plain rude. Problem is I'm sure all the cruise lines are the same. puts you off this kind of holiday. Oh and I did have travel insurance but we did not fall under the criteria to claim it through them. five Phone calls to them and the attitude was the same they really didn't care. Funny how they couldn't do enough for us when we were looking to book the cruise.
1 comment
As of now still no money back. It has been over 6 weeks
Similar opinion? Write a review on ieatwords.com.au!
Questions & Answers
Steve8924asked
I have made a booking request for a cruise package, am most concerned about no reply to my request and now read some most unsatisfactory reviews making me question if I should deal with this company
No answers
Anneasked
Has anyone done a review on Cabin 5068 Queen Mary
No answers
Vivienneasked
I have just notified the cancellation department of Cruiseaway that l have to cancel a booked cruise which departs in January 2020. I notified the company today and I will let you know how this side of the company's service is and how long it takes to process my request.
No answers
Other Booking Services
Odynovo
5.0(920)Global Work & Travel
4.8(571)Clean Cruising
4.8(284)Travel Online
4.7(1,141)Mann Travel
4.7(1,094)Travel China Guide Tours
5.0(90)Traveldream
4.8(134)flybuys travel
4.5(699)Cruise Guru
4.5(357)TrippinOz
4.7(133)My Holiday Centre
4.5(290)Ultiqa Hotels & Resorts
4.5(160)Other Booking Services
Odynovo
5.0(920)Global Work & Travel
4.8(571)Clean Cruising
4.8(284)Travel Online
4.7(1,141)Mann Travel
4.7(1,094)
Listing monitored by CruiseAway representatives.
ieatwords.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ieatwords.com.au may earn commissions for products/services purchased via affiliate links.
Vicki Rule
UPDATE : CruiseAway finally contacted me but of course it was because I submitted this review and placed it into "mediation" to give them the chance to satisfactorily respond. Initially they informed... Read more
us by email of information that I already had from previous contact. I did, however, ask them at what stage they ordered a refund cheque from Cunard. That date, as told to us in an email today, was 21 March 2020, a full one month past the date that the actual cancellation of our cruise by Cunard took place. I have in turn emailed them back asking why it took so long for them to place the order and I believe that we quite possibly may have received our refund by now if they had of done so. They (a Customer Experience Manager) have also advised that they will do a check on our file again within 10-15 business days but also said that timelines for updates are out of their control. Also, I have been asked by CruiseAway to say that cruise cancellation and refund cheque ordering is under the control of Cunard. Of course, it goes without saying that the actual cruise cancellation is under Cunard's control but I am not convinced that ordering a refund cheque is!