Infinity Cruises
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Upgraded flights not booked
I booked a package with Infinity in April 2016 to include 3 nights Memphis Amtrak train to New Orleans 3 nights there then 7 night cruise on Norwegian Dawn around Caribbean - in September after having to change flights due to first ones not being anywhere like the flights they had promised I upgraded the Amtrak journey to a Roomette and paid around £60 for the upgrade on 30th Sept after speaking wiith Virgin Direct I had to go back to Infinity to Upgrade our return flights and although I was quoted £219 pp to upgrade to Premium economy with Virgin I was unable to facilitate through them as you have to do this via original booking agent - I ended up paying £900 for two to upgrade our flights outbound were on economy e-tickets and you are not allowed to upgrade on this ticket we were seated at the very back seats of the plane and had no room left in overhead lockers for hand luggage - connecting flight from Minneapolis to Memphis was a small plane and again we were seated right at back of plane over the engines so an extremely noisy 2 and a half hour flight . on our return journey we travelled from New Orleans to LAX the flight was delayed so we had around 40 mins to get from one terminal to another had to leave the airport and board a bus and made it onto the connecting flight with mins to spare - was so looking forward to sitting in our Premium economy seats ... what a surprise then to find our seat numbers were 63 B 7 C yes you guessed it right at back of plane - after several mins of heated discussion with the aircabin crew and showing our paperwork from infinity stating we had booked premium seats we were informed our booking was actually economy seats only and premium had never been requested ??? I questioned this but was told they had never been upgraded .. so why did they charge me £900 ?? this is what I have asked Infinity after landing at Heathrow I rang Infinity only to be told i must put my complaint in writing or email and it would be looked at I did this on 14th Dec 2016 and again on 28th Dec as still not had a response on 2nd jan 2017 I rang and again voiced my concern at lack of response ... I was assured i would receive a call back on 3rd jan when customer support returned to the office .. I am still waiting .. Their customer support is shocking and totally unacceptable I have paid an extra £900 for a service I did not receive and now would like my money back .. Infinity cruises are an absolute shambles with zero care for their customers if you would like my advice stay well clear book through a reputable company .. I have now instructed a solicitor and will have my day in court ******Update*******. 17/01/2017 So despite re sending my email and ringing the company numerous times I had still heard nothing nor did I receive a response to my complaint On tues 17/01 I again called infinity and this time I managed to be put through to a Supervisor - Figo I must say he was extremely apologetic and assured me he would try and resolve my complaint there and then , he was true to his word and within the hour had ascertained that the money I paid for the upgrade was paid to a third party booking agent they use for flights requesting I be upgraded to premium economy it would appear this never happened despite banking my £900 Figo responded swiftly and kept updating me at every stage - he offered me a full refund of £900 and a voucher for £100 towards a further booking with infinity cruises . I am now awaiting the money being paid to me I will update this once it has been received 😀