Infinity Cruises
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Appalling customer service, constant incorrect information.
In April 2016 we booked our cruise, NCL Norwegian Jewel LA to Miami via Panama Canal with balcony, with first night in LAX airport hotel, Virgin flights with one indirect flight Atlanta airport. We were told transfers from LAX to cruise ship would be approximately 20 to 30 dollars by taxi which would be cheaper than having Infinity arrange transfers, my husband required assistance at the airports which we were told could be arranged nearer the time of our holiday, all appeared to be ok so we paid our deposit. There were one or two discrepancies, one of which infinity paperwork stated we had an inside cabin not a balcony as we had agreed, we had to keep chasing up all at our expense with phone calls, people were not prepared to take ownership of our problems. By August we paid the balance, fingers crossed all would be OK, we didn't want to lose any money. As time went by communication got worse. A few weeks before we were due to go on holiday we received a phone call saying our flights had been cancelled by virgin airways, ok we understand these things can happen. We were offered alternatives which meant an extra night in LA which in turn meant my husband having to take an extra days holiday, an extra night for dog kennel fee and an extra days airport parking. Eventually after several more calls and emails we agreed that we would take flights to Las Vegas to LAX via Philadelphia which was explained only a stop we wouldn't get off plane, and returning Miami with one stop at Philadelphia. During all discussions over alternative flights I STRESSED that no more than two flights either way, due to my husband needing assistance. Also we had an extra night in LA which I asked to be close to cruise ship. Assistance at airports was arranged. I asked for some kind of compensation for the change and our extra expenses, days holiday, dog kennels, airport parking and also extra expense taxi from airport and then taxi from hotel to cruise ship. Supervisor Jemal, said he would only be able to offer 50 pound, we had to accept, only alternative was to cancel and lose all our money amounting to approximately 4.4k. When we arrived at Manchester airport at the start of our holiday we discovered our first flight was an actual stop at Philiadelphia where we had to collect luggage and go through US Customs, this wasn't explained fully by Infinity customer services, this part of the trip totalled three planes which I specifically stressed was not acceptable, more due to the fact of my husband requiring assistance. I explained we had never flown indirect before and didn't want extra hassle. I was also told the flight change with American Airlines was on a par with Virgin flights. When we arrived at LAX and took a taxi to our 2 night hotel stay it cost us 70 dollars, then another 30 to cruise ship when we left hotel. The hotel itself was in a very run down area and quite scruffy, didn't expect that. In total with incorrect information being given, mistakes, alterations to flights, I counted up how many sheets of paper I had to print - in excess of 100 sheets. I made at least six phone calls before September that I can trace, and at least six since September that I can trace, also several emails. Delays in calling me back included 12 days regarding luggage and airport assistance, had to keep chasing, Alex was mentioned. Sandra actually sent me wrong info twice, also Sandra told me when I asked her about transfers and luggage " just follow other people on the cruise" my goodness I gave up all hope of her assistance. I was also sent flight info where one of the connecting flights was taking off before we landed. Spoke to Rochelle and Sonia who eventually made some sense of things Sonia passed me onto her supervisor Jemal who authorised the 50 pounds compensation. All things considered we went away on holiday worried sick telling each other if everything falls into place we will be astonished. The American Airlines flight from Manchester to Philadelphia gave us food and soft drinks, Philadelphia to Las Vegas we had to buy food, soft drinks free, the flight from Las Vegas to Los Angeles had no food or drink available whatsoever it was just like being on a bus. Virgin flights all food and alcohol is absolutely free, therefore we were out of pocket and also left without any kind of food or drink on last flight. Also we paid out 100 dollars in taxi fares when we were expecting to pay between 20 and 30 dollars. Extra day kennels, extra day parking, one extra days holiday, extra taxi fares, total inconvenience with food drinks having to be paid for, and extra flight not expected, and 50 compensation, APPALLING !! Needless to say I will never be booking anything else with Infinity, also my cruise critic and trip advisor feed back will open a few eyes, when I get round to writing them.