My Fiancé and I were booked to travel to the Antarctic in December this year. I had to cancel as I have a diagnosis of Liver Cirrhosis and need to have scans etc. They wrote to me and said that we would be refunded in 8 weeks. I thought that was a little bit of a long time but never the less waited. After the 9th week I got in touch. After agreeing the refund, they then wanted proof of my illness! This is private information but I obliged. I was told that the refund would be in my account within 3 days. A week later there was still no refund. I made a good 8 calls over the following 4 weeks to address this issue. They said to me that they wanted proof of bills that I had to pay. Then in my last recorded (with their knowledge) call they wouldn’t let me have their customer complaints email address. I wrote yet another email and said that I would take this to Consumer Affairs and A Current Affair. The refund was for $36,000.00. It was only then that they got in touch by email and processed my refund. Finally. 13 weeks after they agreed it. I’ve read on reviews of people waiting 3 years for the same. The abject lack of understanding and customer care with this company is simply non existent. You can never get past the people on their general number - they simply wont put you through. I will never sail with them anywhere. Be warned. They will hang on to your money even if you are ill and need the refund. Disgusting behaviour.
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Scenic tours delivers all-inclusive river and ocean luxury cruises + 5 star tours across the world. Discover our amazing experiences spanning worldwide destinations such as Europe, Africa & more. We offer all-inclusive luxury with our tours and cruises...
