Total Amount in Dispute:
$6,519.00
Total Amount Settled:
$6,519.00
Complaint Experience
100%
Complaint Resolution Index (CRI)
Complaint Resolution Index (CRI) Explained
The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.
A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.
BCA's Summary and Analysis:
Our complaint history for this company shows the company gave proper consideration to complaints presented to them.
Some complainants allege general dissatisfaction with services and accomodations such as room service food quality cabin size or location. Other travelers complain of delays in departure or arrival times. he company generally responds to copmlaints by providing explanations of their policies. In cases where cancellation and refunds are an issue the company explains that insurance can be purchased to ensure refunds should a cancellation become necessary. Other service related complaints are addressed by offering discounts on future cruises apologies or explanations for delays in departure or arrival times. Several complainants who were unable to complete their cruise were not satisfied with the company's response explaining the ""no refund policy."" The company refused to make any monetary adjustments in most cases and customers generally felt their policies were unfair.
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