Q: Last year I made a $ 1,641 deposit for myself and a friend on CroisiEurope river cruises to Portugal and Spain for the summer. The deposit accounted for 25% of the tour cost.
CroisiEurope’s terms and conditions stated that if I cancel the reservation 90 days or more prior to my departure date, the deposit will be refunded minus an administration fee of USD 100 per person.
I emailed CroisiEurope on April 6th, 2020 that we would like to cancel our reservation. They replied that our money would actually be refunded (minus the fee) to my credit card. They also stated that “refunds are delayed and take four to five weeks”.
I never received the refund. I have contacted them several times in the meantime to inquire about the refund. Every time they reply that refunds are delayed.
CroisiEurope does not deny that they owe me the money. It’s been more than a year since I canceled the booking. I need help to get this refund.
– Eleanor Johnson, Maynard, Massachusetts
A: A year is far too long to wait for a refund. CroisiEurope promised to return the money within five weeks. They really test your patience.
At the same time, the delay is understandable. To call 2020 the worst year ever for the travel industry is perhaps an understatement. It was a disaster. Some companies barely survived the pandemic, too many perished. The cruise industry, which came to a standstill, was particularly hard hit.
