I had a very negative experience with the service. After undergoing major back surgery, I was unable to take the trip we had booked. The representative showed no interest in assisting us with the cancellation process and lacked any empathy throughout the ordeal. There was never an apology or acknowledgment of our situation. She vanished for about a week and only returned after the deadline for refunds had passed. I strongly recommend seeking assistance elsewhere. In response to the reply… If only the representative had been as prompt in her communication then things might have turned out differently. She was consistently slow to respond to any inquiries. A friend who wanted to join our group reached out to the representative and waited days for a reply, which never came. My friend eventually gave up after several attempts. Another group member inquired about modifying an excursion, and it was a struggle to get help. The representative finally stated that the request couldn't be accommodated, but once on the ship, we learned it was actually quite simple. I find her approach to be lacking, and I maintain my recommendation against using her services. The rest of our group shared similar sentiments.
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