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Charge back for part of an excursion not provided by a cruise line

(7 Posts)
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jeanie99 Thu 12-Oct-23 09:48:16

We booked an excursion with a cruise company before we started the cruise.
We paid £130 each which included 6 hours travel and a lunch 13 hours in all.
The tour was a visit to two historical sights, plus a medina but the main reason we had booked was to visit the old market square where we were informed was teeming with life, traders, acrobats, jugglers, magicians, musicians, snake charmers, story tellers etc
This is all in writing.
When we arrived on the ship we were informed the two historical sites were cancelled and replaced with one historical sight and a reduction to 12 hrs.
On the day of travel when we were traveling our guide informed us because it was a holy day the old market place events would not happen.
Clearly the cruise company knew this in advance and did not give us the opportunity to cancel, however I found out later from one of the cruise staff and doing some research that we cannot see this event any time because it is in the evening when we would be back on ship.
I have had talks with the manager who as offered £130 refund which I have not accepted because if we had been informed before we left the dock we would have cancelled the trip.
My other option is to write to the cruise company when we arrive home or try the recharge method but wasn't sure if you can claim just part. I would accept nothing less than £200 but that as been rejected.
To me this is fraud nothing less.

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glammanana Thu 12-Oct-23 10:28:31

Personally I do think you should receive £260 refund the total cost of the excursion reading the explanation from the staff it looks as if someone has not been aware of the full details of the trip and no one wants to admit responsibility.

I'm not to sure about part refund on chargeback check with your bank,have you thought about about asking the question on Twitter (now known as X) many Companies respond to complaints when posted on that platform.

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Theexwife Thu 12-Oct-23 10:43:13

If you had not been given the chance to cancel the trip then I cannot understand why you were not given a full refund.

Were you given the chance to cancel when you knew it was for one site and 12 hours? If so then I can understand you being charged for it.

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jeanie99 Thu 12-Oct-23 11:01:42

Thank you for your advice and comments, I am happy you think I have a justifiable claim.

We were never given an opportunity to cancel.

I am absolutely fuming because we could have taken one of the other trips and we will probable not be in this part of the world again.
I have never used twitter.
We are still on the cruise sailing back home.

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Germanshepherdsmum Thu 12-Oct-23 11:18:28

Was this the only excursion during the cruise or were there others that you went on? The excursion did take place but was of a very slightly shorter duration (one hour less than expected), with visits to one historic site rather than two, and I assume a medina, and with nothing happening in the market place. The cruise company have offered to refund half the cost of the excursion which seems fair to me. It’s not as if the excursion didn’t take place at all. You will probably find something in the T&Cs which enables the company to alter excursions from the advertised details.

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Aveline Thu 12-Oct-23 12:20:38

Why not post about this on the cruise critic forum? It's widely read. At least you can share your disappointment for others who might think of booking this excursion. The cruise companies also read it...

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biglouis Thu 12-Oct-23 12:44:37

(Im assuming it was a trip to Marrakesh, a city I know. The entertainment activities you describe only happen in the evening. This is a fact well known among travellers to Morocco.

In effect the cruise line was knowingly selling a product which was "significantly not as described" or SNAD as we call it in retail. Your position is that you would not have purchased the product if it had been accurately described.

Ive done several chargebacks over the years on a variety of things from hotels to airlines. If you paid with a credit card and the cost was over £100 then the bank or card issuer was jointly liable. As You have had no satisfaction with the cruise line then I would go to your card issuer. The card issuer will probably ask you if you have exhausted the complaints procedure of the companuy.

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