Millie22

Thank you, that’s really helpful.  I will have a look on the ship, it’s a pity the prices are not shared in advance.

Thank you, 

That’s good to know.  It was more to be able to keep in touch with others in our group on the ship if we are not in our rooms.  It doesn’t sound like it will be worth it though.

Hello,

I am due to go on Marella Discovery this month and I wondered if anyone who had been on board recently could tell me the cost of the wifi package?  
 

Thank you

We have Nationwide cover without the missed ports extra upgrade.  My husband got Covid last year a few days before we were due to leave and we were reimbursed with no problems at all.  

Thank you Cardiff girl,

it has been really difficult to speak to someone, we were also told we had to swap for another holiday and we decided on Croatia on Saturday.  By the time I eventually managed to speak to someone 5 of the 8 available hotels had sold out and to go would have meant paying quite a bit more money for the holiday and as it was only half board more money for lunch and drinks.  
 

On top of that that the flights were with Easyjet so I was a little nervous about it being cancelled, especially coming home as I would then miss my first day back at work.

We are now claiming on our insurance so hopefully we will get at least some of the money back but to be honest it has really put me off booking again.  I would have happily accepted a credit for a future holiday but being made to book means as you say that you miss out on any offers available and the prices have really increased.

I hope those of you sailing soon have a fabulous time!

Thanks to everyone who has taken the time to reply.  So to update, I eventually managed to get through after being cut off several times.  The lady I spoke to said she couldn’t access my flights either and the seats should have been booked at the time.  I was given the direct number of the shop I booked through (having just phoned the general number due to website issues).  To be fair, the lady I spoke to did speak to the seat booking section and booked seats for me.

Eventually this seemed to trigger access to my account and the ability to check in.  
 

As if that wasn’t enough stress my husband has just tested positive for Covid so we can’t go anyway.  More phone calls to Tui and being cut off before speaking to someone.  She said I couldn’t have a voucher code and must book a new holiday for any time before 2023.  My holidays are fixed so the next time I can go is October.  The equivalent cruise is double the price.  Surely this isn’t a fair system? 
 

Good luck to everyone else sailing with Marella, I hope things run a little more smoothly for you!

Hello,

I am unable to select my seats for my flight for my cruise leaving next Tuesday.  I have paid to select seats but the option is not available and neither is check in.

I had to book by phone as the website wasn’t working although the lady I spoke to said there were no issues.

it is hugely frustrating and not easy to contact Marella.  I emailed on Friday but there has been no response.  
 

Is anyone else having difficulties with the website?
 

Thanks in advance.

I was due to travel on Sunday 3rd April on a Marella cruise.  I did not book directly but through an independent cruise agent.  I phoned the agent today as I had heard nothing from them.  I was told I would not receive my refund until at least 31st July. When I questioned this I was told it was unprecedented times and Tui would make no exceptions about refunding people quickly.  I didn’t expect an immediate refund but I did expect to have my money back before 31st July.

I do understand this and feel for the agents dealing with these calls however I feel that a general e mail sent out to customers would go a long way towards reducing these calls.  The only communication I have had is for my cruise agent to try to sell me another cruise!
 

I’m not sure if people who have booked directly with Marella will have been given more information but I thought I would share what I have been told today. 

We were on the weekend cruise to Bruges. It was absolute chaos from start to finish. Embarkation took forever so we did not have the opportunity to make the most of our time on board on the Friday.

The computer problem meant a significant delay in departure, these things happen but it was poorly dealt with. Our 9.30 excursion was changed to 1pm but with no information about this until after 9 so there was much hanging around. It would have been better to let people know with information on the in cabin TV screens. Instead, we had to look around the ship for a plasma screen.

There were huge queues to get off the ship and again to get back on when we were all stuck on overly warm buses waiting for our information to be checked as the systems were down again.

The food was, in our opinion poor as it was half cold most of the time. Customer service fell short of what we have experienced on other cruise lines.

In short, some things can’t be helped but it was the way it was handled with very poor communication that bothered us. We still have no idea about our cruise account as the systems were down. Reception was overrun with people complaining and cancelling their tips.

I would never sail with P and O again, such a disappointing experience.