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Carl Von Tobel Jr

Age: 21 - 35

Occupation:n/a

Number of Cruises: 2

Cruise Line: Costa

Ship: Costa Victoria

Sailing Date: December 27th, 1998

Itinerary: Key West Cozumel Grand Cayman, Jamaica

Carl Von Tobel Jr

December 27, 1998

I would like to submit to you my review of my recent trip aboard the Victoria. To start off I am a second time traveler aboard your cruise lines and was looking forward to that first class treatment that I believed your line would be able to provide my wife and me. I have many great things I can say about the Victoria, to begin with the staff and support cruise was top-notch. The restaurant was 5-star. The pools and decks were more than adequate. The ports were also fine.

The major problem I had was with he air and sea package myself and family bought. To begin with my nightmare returning home begins with our arrival at the airport. The cruise line set up other family members and myself with flights home aboard Kiwi Airlines. Our flight was scheduled to leave at 5 45 PM on Sunday but we were not able to return till 1030 PM MONDAY night. I realize that most of the problem lies within the airline but it was Costa’s choice to use them in our air sea package, not ours. When we arrived at the Kiwi desk there was no representative to meet us. When we were finally able to find a representative she was nothing but rude to me and family. She informed us that our flight was delayed 2 hrs (we realize that flights get delayed and we sat down and waited).

From there we returned to the counter only to be told that our flight was going to be delayed again for another 2 hrs. From there we sat and waited, we waited till the return time only to find no one from Kiwi to help us in a panic. We were going to miss the flight. We tried to call Costa for help but was told it was the airline’s problem not the cruise lines. We finally found (hours later) that the flight was being delayed till 2:00 am the next day with no offer of accommodations made to us from anyone. We were told to return and 7am the next day for our flight home, well again no one was there from Costa or Kiwi to help us to get to the flight. Finally, we got a representative from Costa at 11:00 am and told us a flight was on the way and we should be leaving by noon.

Needless to say, we waited and waited till 6pm and finally got a flight home. With over a 24-hour delay we finally returned home and a great vacation was destroyed. I can not believe that a first rate cruise line like Costa would deal with such a nickel and dime operation like Kiwi. We did not choose Kiwi, Costa did. I am very disappointed in the customer relations department who also offered very little help in many of their customers in distress. I believe that Costa has the attitude that once you were off the ship that you were no longer their priority and you were on your own. We received no help from many of their reps and were faced to deal with this situation on our own. To sum up my opinion, I am very disappointed with the performance of Costa and the way they took care off their passengers off the ship. We never received an apology from the line! Myself, being a second time cruiser on the line, would have to say we would never cruise Costa again.

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