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Teach2618

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    NEED A FAIR REFUND POLICY DUE TO VIRUS

    in Ponant

    Posted

    Original cruise May 2020 canceled by Ponant. Only offered FCC.

    rebooked for May 2021 also canceled by Ponant

    requested refund Feb 2021

    just informed refund being processed.

    took many emails to agent and Ponant but finally successful 

    Thanks for all who also kept trying

    • Like 1

    NEED A FAIR REFUND POLICY DUE TO VIRUS

    in Ponant

    Posted

    we had canceled cruise in April. Took the 120% FCC and booked a cruise in May 2021 though not exactly same as we had and different ship. We then insured the trip with cancel for any reason and hope to recoup 75% of new cruise. Slight chance we might go but probably will cancel. Here’s hoping we see some of our money back.

    NEED A FAIR REFUND POLICY DUE TO VIRUS

    in Ponant

    Posted

    1 hour ago, ozzicruiser said:

    That doesn't surprise me at all. 

    Alarm bells set off when my TA forwarded a long winded letter from Ponant saying.... They have extended the balance to 30days before the cruise if the cruise is cancelled they will give me a FCC to use within 18mths...if I don't use it within 18mths ponant will then give me a refund..... Yeah sure they will have gone under by then and I will have blown the full amount. 

     

    Rather than lose all our moneys I gave in and rebooked for next May, a different itinerary , different and older ship, and we are down a deck to not owe them more money.Same number of nights... Anything extra left from 120% will be another FCC not even OBC. Still not happy with their response and am hoping I can get a better attitude before having to sail with them.

    NEED A FAIR REFUND POLICY DUE TO VIRUS

    in Ponant

    Posted

    48 minutes ago, ozzicruiser said:

    I'm in the same boat (pardon the pun) I don't t want to pay the balance if its going to be given as a FCC and not a refund better to lose the deposit. 

    Ponant is a terrible company to give us this extra worry on top of everything else that is happening. 

     

    I for one will NEVER book with them again. 

    I too will Never book with them but now have to cruise or lose all my money as well as paying more for a different cruise. This stinks

     

    NEED A FAIR REFUND POLICY DUE TO VIRUS

    in Ponant

    Posted

    46 minutes ago, samiam1 said:

     

    Exceedingly curious, I received no mention of French law but this:

     

    Guests booked on cancelled sailings will receive a future cruise credit of 120% to transfer to another PONANT cruise within 18 months of the original date of sailing. Guests wishing to cancel and not take advantage of the Cruise Credit, will be subject to standard cancelation policies/penalties. All policies are subject to change.

    However, they also claim they will be open for operations April 20 which we know is not happening.  But since my cruise is in the last part of April I am left hanging even though the cruise  appears on Ponant's own cancelled list.  It appears they just sort of make this stuff up as they go along.  But they will let new bookings cancel without penalty up to 30 days before departure under the new "Worry Free" policy. 

    Anyone booked with Ponant should worry.

    We were offered 100% FCC not even the 120% and I got no response to my letter. Our cruise is canceled but we’re to sail April 24. Very frustrated

    NEED A FAIR REFUND POLICY DUE TO VIRUS

    in Ponant

    Posted

    5 hours ago, Wendai said:

    Earlier this week our cruise was formally cancelled and I was also offered a full credit and 20% discount valid for the next 18 months.  I sent a letter back quoting the relevant paragraphs in the T&C.  Today, I got this response:

    "We are not offering any refunds.

    As a French-flagged company, our Terms & Conditions are governed by French law, which was just changed to allow travel companies to offer a 100% future cruise credit for 12 months instead of a refund.  However, in an effort of good faith, we are offering a 120% future cruise credit which can be used over a longer period, up to 18 months.  Our decision to offer a future cruise credit, rather than a refund also supports our staff, both onboard and ashore during this crisis, while keeping our industry growing and our guests interested in travelling in the future.  We know a number of cruise lines are choosing to take loans and credit lines in order to pay refunds, which is a decision they make independently.  We have made a conscious choice not to borrow money and to ensure the longevity of our company. PONANT’s shareholder Francois Pinault, who also owns Kering and its portfolio of luxury brands, remains in strong financial standing and is committed to the long term, for our business. To reassure you please see a link below profiling our shareholder. While M. Pinault needs no introduction, the link here from Forbes is most helpful in understanding our level of commitment of resources for the longer term.

    https://www.forbes.com/profile/francois-pinault/#75d0dc1c4d20"

     

    Not happy.  The problem for me is this.  Firstly, I don't believe we will see the end of this virus stuff for many months, maybe a year.  Once that happens, what cruises will be available and where?  We already have a cruise booked and partly paid for (a charter from Ponant) which is happening in a year from now.  There are also other commitments for time and travel, leaving a scant little amount of time to use up this credit.  It is highly unlikely that we would be in a position to use the credit within the next 18 months.  Are there are legal types within our group that can suggest a course of action.

    We agree with you 100%. We too have two other trips deposited in the next year and they Ponant are not offering a comparable cruise to the Norway one we were taking.  They have not answered my letter but from your response I don’t know where to go next. I have asked a lawyer to review the T&C from when I booked and the revised ones they posted now. Perhaps I will see if I can verify French law has changed as they claim. It’s a lot of money but I too think in the long run Ponant will suffer from their short sightedness. 

    NEED A FAIR REFUND POLICY DUE TO VIRUS

    in Ponant

    Posted

    I would like to pursue refund based on their T and C, I will be writing them of my intent today and asking why they don’t believe they need to follow them. I will advise as to their response later. Not sure of next steps but will be seeking third party help if necessary. I am not seeking additional damages (though this cancellation will cost me in related expenses] as this case you sited seems to be doing. These are trying times but Ponant needs to act responsibly. Any suggestions of where to turn next would be appreciated

    Would You Risk Taking A Future Cruise Credit / Voucher?

    in Ask a Cruise Question

    Posted

    59 minutes ago, gerryuk said:

    Does it not depend where you booked the cruise from? My Costa cruise was cancelled and although its a Italian Line, I booked through their UK site. When I contact them later this week to get refunds, I will decide if they are playing fair or trying to screw me.  As a British citizen, and as I paid through their UK site, we also have consumer rights in this country, when purchasing goods. I will look into what our rights are here. I do not know where you purchased your ticket from, before contacting the cruise line check if your country has consumer rights like the UK, you may have more recourse than you think?, good luck.

    Thank you, we booked in the U S , in our terms and agreements it states

    11.9 Where CDP is the Cruise Organiser, and no matter the reason for cancellation, no compensation is due to the Traveller, who will be able to choose between the following solutions:

    (i) A full refund of the Contract price; (ii) Another Service at the same price; (iii) A Service at a lower price and a refund for the price difference between the two Services based on the

      

     advertised prices. Travellers must inform CDP of their choice as soon as possible and in any event before the deadline mentioned in the cancellation documents.

     

    however, Ponant does not seem to be honoring these. Not sure who to contact next.

    thanks again 

    Ponant Suspends Operations

    in Ponant

    Posted

    My TA was just sent a voucher on our behalf. I told him In email I don’t accept it but what should be next steps be since seems like they are not changing their policy. Credit card chargeback? Contact lawyer?  Write Ponant myself?? Obviously their legal department told them to proceed with vouchers 

    NEED A FAIR REFUND POLICY DUE TO VIRUS

    in Ponant

    Posted

    If you look back in thread,page 3 Ponant responded themselves after the policy was quoted here so they do know about it...... my TA also let them know we wanted refund based on their terms and conditions but don’t know if he did it in writing. Other lines previously offering refunds seemed to switch to FCC??? Hope there are no loopholes we are missing. 

    NEED A FAIR REFUND POLICY DUE TO VIRUS

    in Ponant

    Posted

    22 minutes ago, Roger88 said:

    You are always offered insurance options when you buy the cruise. If you are not satisfied with the options availble noone is forcing you take a cruise. I mean, I would ask for a maximum cover insurance and just read what it offers before purchasing the cruise. usually its something like 75% refund in case of a cancelation or some OBC credit or a gift card noone cares about. But also be aware that there were many cases when the insurance did not cover the failure to get on board because of the V problem. Just double check this information with the agency or call their manager to clarify this information 

    My cruise has been canceled by the company and I now would like a refund. Yes I have travel insurance but the virus is not a covered reason.

    NEED A FAIR REFUND POLICY DUE TO VIRUS

    in Ponant

    Posted

    I too want the choice of a refund. There is no comparable cruise to Norway within the next year and a half. All other choices are more expensive. I am losing other costs but just want my money back for this cruise from Ponant. How can their legal department guide them to violate terms of agreement? Most other lines we used like Uniworld, Windstar, viking....very simply offered a refund or FCC of more than 100%. Not playing games and charging  their policies every few days. I will probably never consider this company again. 

    NEED A FAIR REFUND POLICY DUE TO VIRUS

    in Ponant

    Posted

    20 minutes ago, samiam1 said:

     

    It says you have your CHOICE if cancelled so a FULL REFUND is due, you could do a chargeback and get back most of your money if they refuse but I think it is clear here. But you can get no compensation for incidental losses - cancelled flights and hotel rooms etc. and any penalties.

    That is how I interrupt it, thanks so much

     

    NEED A FAIR REFUND POLICY DUE TO VIRUS

    in Ponant

    Posted

    Here is wording from US terms of agreement. Would think they would have to offer refund?? Any lawyers to confirm?

    11.9 Where CDP is the Cruise Organiser, and no matter the reason for cancellation, no compensation is due to the Traveller, who will be able to choose between the following solutions:

    (i) A full refund of the Contract price; (ii) Another Service at the same price; (iii) A Service at a lower price and a refund for the price difference between the two Services based on the

      

     advertised prices. Travellers must inform CDP of their choice as soon as possible and in any event before the deadline mentioned in the cancellation documents.

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