js74

I've just received a full refund of all amounts paid for this cancelled cruise. The refund was processed over the weekend. Additionally, I received a most courteous and professional letter from their Feedback Management department. Here is the contact info: Alexandra González

Feedback Management Department

claims.int@pullmantur.es • Tel. 902 050 432 • +34 91 418 71 49

Calle Mahonia, 2. Planta 5ª 28043 Madrid

And here is the web link I used, to make initial contact. This worked well, in getting attention:

https://www.pullmantur.es/en/reclamaciones

They even offered a Future Cruise Certificate valued at 15% of the cancelled cruise cost. This I accepted. We will try them again sometime. I've already had six cruises with Pullmantur. There will certainly be a seventh.

I had booked directly with Pullmantur, not through a TA. After six cruises with them, and always booking direct, I had never had a problem, so saw no reason to change. But after this experience with them, I would likely use an agent next time. I do like their cruise experience, but there customer service is fragmented, and different departments may not coordinate well. They recently added a claims department inquiry page to their website, so I sent my issue to them through that and got a polite response within 24 hours. They will likely take 30-45 days to provide the refund. I think that the timing of this cancellation (so close to the sailing date), along with all the options they provided for re-booking and refunds, created a complex situation which they really weren't prepared to deal with. Probably many angry customers too. Those, like me, who opted for the simple refund of cruise fare instead of re-booking and refund of related costs, were probably relegated to the end of the line, so to speak, for processing. I already had plane tickets (one way) plus a hotel the night before, but simply substituted a condo week near Barcelona for the cancelled 7 day cruise. I'm still on an NCL transatlantic after that, as originally planned. And next January, my cruise in Europe will be on MSC. Time to try something new. I'll certainly cruise with Pullmantur again, but it may not be for a couple of years...

So, unfortunately this cruise was cancelled. But have you received your refund yet? I requested a refund (instead of one of the alternate cruise options offered). My request was acknowledged within 24 hours. But after 3 weeks, no refund has been posted to my account. Last week, I politely inquired as to the status of the refund, but there was no response. I have sent two follow up emails to the addresses which Pullmantur currently uses, but all have been ignored. This is most uncharacteristic for the company which has always responded within 24 hours to any inquiries I have sent -- until now. I have cruised with them 6 times in the past few years, and have always been satisfied -- with all aspects. But now they owe me 586 euros, they have had three weeks to settle the account, and they are ignoring my inquiries. I'm very concerned...