Written on: 29/01/2011 by ceyre (1 review written)
It's easy to deliver customer satisfaction when all goes well, but since the measure of a company is how they handle mistakes, Vacations To Go fails to make the grade.
Our story. After extensive research, we chose a cruise to celebrate our parents' 55th anniversary: two rooms, five people. We've used VTG before but this time, Vacations to Go booked only our parents' cabin, although charged us properly for the two cabins ordered. By the time we discovered the error, the cruise was fully booked, and VTG's relationship with the line wasn't strong enough to pull from the "emergency" inventory.
Instead they offered to place us on another ship where I guess they have a cozier relationship. It meant a different cruise line, leaving from a different city, at an earlier time, with cabins on a lower deck, calling at ports we didn't want....which we viewed as a poor substitution, and certainly a compromised one. We requested compensation of $300 per person shipboard credit which was denied as too expensive given the costs incurred to cancel and rebook us...costs incurred due to their error.
Mistakes happen! To everyone! Disappointing that Vacations To Go chose not to prove themselves better than their mistake. As ever, buyer beware!
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