My Cruises
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DO NOT EXPECT GOOD CUSTOMER SERVICE
DO NOT EXPECT GOOD CUSTOMER SERVICE We recently used MyCruises for a 16 day European trip, returning about 10 days ago. Right from the time of booking we experienced horrible customer service. I advised them prior to booking that we needed to change our flights from Australia as we were doing additional travel ahead of theirs and was reassured that it’s an easy process to do so. A few months later, other people in the group that we were doing the MyCruises trip with had started to receive their flight details so I contacted MyCruises to start my process. I was told that they contact people when needed so I should wait to be contacted. Another week later I had not heard anything so rang again to get the same message to wait and someone will contact me to organise the flights ahead of them being booked. Then a few days later I got an email with the standard flight dates so I tried to call to discuss our amendments and was told that I need to email. This is where the nightmare started! The only way to contact the flight team is via email. The person that I was dealing with must have had very poor English comprehension skills as it took me a frustrating 28 email exchanges over the next 3 weeks to attempt to get my flight scheduled. I asked for flights to be booked with Emirates if possible but was told that they don’t have an affiliation with them. We were flying from Australia to Hungary for a few days then on to Italy to meet the start of the MyCruises tour. MyCruises said that they can book the additional flights needed for us so I detailed very clearly when I needed to depart Australia and depart Hungary. The email exchange proposed some flight dates and times that would work but not others. When confirming some but asking for others to be angered they would change the entire lot of flights. Then next email would have a whole new set of dates and times what didn’t align with what I had advised I wanted. I ended up taking screen shots of the flights I needed and laid it all out in email, just to have a different proposal out to me saying that the previous flights are not available anymore because I took too long. Now close to a month after I started the process, I got angry and asked to deal with someone else who understood what I was asking. It took one email exchange from the next person to book the flights that I was asking for as apparently they had become available again. They were the best of the flights offered but had 2-3 legs each way with layovers, taking a long time to get to the destinations. I wasn’t happy with the flight but settled as I needed to lock something in and was so frustrated with the multiple emails and timeframe. Upon speaking with some of my travel friends, they were allowed to fly with Emirates so it seems that they do have an affiliation after all. Our tickets were not sent to us for the cruise and transfers etc until we had already left Australia so had to try to find a place to print them in Italy ahead of the cruise, however they knew the dates we were leaving the country! We had pretty decent hotel accomodation with the exception of two nights but I don’t think that MyCruises were to know that the bed mattress was like a brick so I don’t blame them. We assumed that as it is a package deal that ALL transfers would be included, however it was not the case. We had to organise our own transfers for half of the package. At the end of the day, I believe that MyCruises packages are value for money if you don’t want to make any amendments. In our case, the change of flights added a huge additional cost and the headache that went with it just wasn’t worth it. MYC-28748