Ponant Cruises refuse refund!

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  • SimonS1
    Participant

    Beware however on the relevant law in your contract. You signed with a french company so it could be french law that applies.
    A 75 CC claim could put you at fault and turn the situation against you.

    Again, I would advise to file a case with the official tourism litigator at mtv.travel. It is totally free and independent but it will give an answer in law that is opposable to the travel provider.

    If paid for on a UK card then the Consumer Credit Act will apply. That is UK law.

    Same process as those clients who have complained to card providers about Emirates obstructive approach.

    1 user thanked author for this post.

    capetonianm
    Participant

    Thank you for confirming that Simon, I think it’s important for many here.

    I often pay with a UK CC for purchases or journeys outside the UK. I recently had a dispute with a Spanish company and wasn’t 100% sure, in the end they backed down when I threatened legal action. I think they thought I was a stupid ‘guiri’ (insulting Spanish word for foreigners, specially tourists) until I told them that I was instructing my brother-in-law, who is a lawyer (procurador, which is someone who represents one in court), to contact them.

    There is good information here (I’ve taken out the https://www parts of the URLs as it blocks the posting if there are more than two).
    theukcardsassociation.org.uk/wm_documents/9555_Using_Cards_Abroad-v4.pdf
    and here :
    which.co.uk/consumer-rights/regulation/section-75-of-the-consumer-credit-act
    Section 75 of the Consumer Credit Act also applies to foreign transactions as well as goods bought online, by telephone or mail order for delivery to the UK from overseas.

    I seem to remember that the redoubtable Mr. Lewis said something on this subject last year.


    openfly
    Participant

    Again, thankyou to all for the helpful information in trying to secure a refund for this Ponant cancelled cruise.

    We wrote, yet again, to Ponant quoting the appropriate French govt rules on travel refunds, as discussed in previous posts. Bingo, it has worked. Ponant have replied. Because we booked our cruise with them direct, amended French law states that we have to wait 2 years for our refund. A bummer…hey ho, a result. Not the best, but at least we now have their attention and the prospect of refund.

    All your help is greatly appreciated.


    AFlyingDutchman
    Participant

    We had two cruises booked fully paid for, one for end of March with Seabourn, and one in June with SilverSea. Seabourn cancelled the cruise in Mid March and our refund has still not been paid. Our BA tickets to BGI to meet the ship, were refunded within 4 days of cancellation. Silversea cancelled our June Cruise in May, and the refund was on our account with 28 days. Our BA tickets to meet that ship we took in vouchers which we have since used for future travel end of the year. The way Seabourn has handled this process is a disgrace. I have tried to find a contact to deal with but am continually directed to our personal cruise consultant who is not at fault for the delay of the refund, and can only quote the company line. If anyone has a contact to whom I can raise this issue higher I would be most grateful.


    openfly
    Participant

    Hi…if you have a Twitter account look for Seabourne…and George Lusty…message them both publicly. Seabourne will not like to be shamed so publicly. Good luck.


    SimonS1
    Participant

    We had two cruises booked fully paid for, one for end of March with Seabourn, and one in June with SilverSea. Seabourn cancelled the cruise in Mid March and our refund has still not been paid. Our BA tickets to BGI to meet the ship, were refunded within 4 days of cancellation. Silversea cancelled our June Cruise in May, and the refund was on our account with 28 days. Our BA tickets to meet that ship we took in vouchers which we have since used for future travel end of the year. The way Seabourn has handled this process is a disgrace. I have tried to find a contact to deal with but am continually directed to our personal cruise consultant who is not at fault for the delay of the refund, and can only quote the company line. If anyone has a contact to whom I can raise this issue higher I would be most grateful.

    I presume you have been through the claim process outlined on their website?

    If so to be honest I would say you are wasting your time. Clearly the operator isn’t going to pay unless backed into a corner (or perhaps they can’t pay).

    I believe your best line of enquiry is your travel insurer or card provider. That could be a charge back, claim under CCA, claim under insurance policy or so on. If on a credit card your provider is of course jointly liable and perhaps an easier target.

    1 user thanked author for this post.
Viewing 6 posts - 16 through 21 (of 21 total)
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