My Cruises
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MyCatastrophes! more like
Our experience was very poor (which was reflected in just about everyone we spoke to). Although our booking process was smooth (although a bit pressured) it was downhill from there. Once booked, the service was a call centre with many people working from home and part time. The responsiveness was poor and the line often dropped out (ringing from suburban Adelaide). The aftersales team emails the product team! You then have to wait for them to email the person you spoke to in the aftersales team when they come back on duty, which could be days later if they are part time. Not helpful when the enquiry is urgent. Documents are sent about a week before travel, and we realised that there was an incorrect date on the itinerary stating we should be on a day trip, but it was actually the day prior. This threw the activities we had booked for that day into chaos. We spoke to another survivor of MyCruises who had told them about the dates issue prior, but they didn’t bother to let us know. We booked 2 extra nights in Milan but the hotel had no information about this. We desperately emailed MyCruises multiple times with no response. Apparently they consider an 8-20 day turnaround time appropriate. We then had to contact friends (3 am Milan time) in Adelaide to ring MyCruises who were reluctant to deal with them. Our friends told them of the multiple emails headed ‘Urgent help needed’ which they found and they then emailed the hotel. Another person on the trip sat up half the night on the call centre wait line. I had thought that an issue with one booking of extra nights might have prompted them to check the others, but no. The irony of the trip is that we found a MyCruises representative was on the Avalon River Cruise (she didn’t introduce herself formally to the group). Avalon is sensational- professional and slick. They don’t need MyCruises. The good thing about having the rep on board was that she saw what a mess the transfer from Paris to the train station was and she organised a bus to transfer us from Basel to Milan rather than take 2 trains. There’s a whole lot more, and the consistent stories from others showed the total chaos of MyCruises. Our experience was by no means the exception. In summary, we survived MyCruises’ ineptitude with the help of our friends, loved the Avalon cruise and will NEVER book a call centre trip again. Lesson well and truly learned.