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S Prentice

Age: 49

Occupation:Professional

Number of Cruises: 5

Cruise Line: Costa

Ship: Costa Magica

Sailing Date: 2011-02-24

Itinerary: Western Mediterranean

We were very disappointed with our Costa Magica cruise to the western Mediterranean in December 2010, and have had a terrible experience with their customer service since returning. As a Canadian family of four experienced cruisers, we found the whole experience to be sub-par. There were very few activities on board the ship for English-speakers, and literally no programming for children (12 and 14). In light of how bored the children were, I decided on the second day to download a movie for them to watch. After visiting the front desk and being assured that the very expensive 3 hour internet package (27 EUROS total) was high-speed, with excellent access throughout the ship, I purchased the package. In 20 minutes, I had downloaded just 0.0001% of our movie - which would have need 400 hours to download! I immediately requested the cancellation of my package, and the return of the fee. Front desk staff told me to come back the next day: this was repeated 4 more times on our 7 day cruise. I wrote to Costa in early January to request the refund - I heard nothing from the company until February 24. Today, they have finally explained that "because I used the service" I cannot be refunded. This sour experience of customer relations cements my decision to avoid any future Costa cruise, and to caution friends and colleagues to stay away from this cruise line.

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