Dear Sirs (Costa Management)
We do sincerely thank you for your input regarding our previous Blog postings...
We do sincerely apologise if in fact you have considered recent entries inflamatory, and we shall be very careful on future entries, and we take careful note of your comments regarding these.
We very much appreciate the fact that you have taken time to view the comments of your past, present and future passengers on your cruise ships.
I for one have recieved a reply to my claim for a larger compensation claim, which I have emailed to every passenger that has emailed to my email address with their past experiences with your Company..
In my claim for compensation I have reiterated everyones feelings about the drastic change of itinery, (partly due to the unrest in Madagasgar).
I have also stated the many other complaints that I, and many of your disgruntled passengers had during this voyage.
In your letter that I have recieved (which I shall post later), you only disclaimed any responsibility for the reasons for the withdrawal of various ports of call. This I was partly expecting from you, as I and everyone know from your contracts we all recieved.
You did not address any one single other complaint that I have put forward, and have not at any one time apologised for these.
I have to say that this amounts to one of the main things that your senior management staff (i.e. Captain down to other on board staff). That is lack of information, and no follow up to complaints actually stated on board.
I thank you for the courtesy of an early reply, although it really was worthless.
The insult that your company made to us was E300 or E600 voucher towards another cruise. This was then upped to E300 plus E600 voucher..
Of all the ports of call that was on the itinery we had Sechelles, Mombassa and a brief stopover in Reunion Island, and this was only for transfer of passengers. The 10 hour intinerised stop was only for approx 1 hour. The added insult to injury was that majority of passengers who tried to get ashore had to stand around for up to an hour for a transfer bus to town, giving in some cases only 50 minutes ashore. Dont you think that we deserve better than what we got.
We appreciate that the unrest in Madagasgar caused you a problem for Passenger safety, and we appreciate that. Nobody wants to risk life. But the complaint dont stop there and you HAVE NOT REDRESSED THAT SUBJECT.
Please put your hands up and admit the cruise was a total disaster. Even your own Captain admitted that " our cruise had been ruined"
We are not looking to be unreasonable in our request for a sensible compensation offer from yourselves.
Come up with something a lot more acceptable and you will find your desk with less letters of complaint on, or maybe even the demise of this blog.
Bad publicity is not good for any business in this economic climate. And you must realise that there are a lot of very angry people out there who will not let this drop.
All we ask is that you be reasonable with your offer of compensation towards this "unforgettable" cruise.
You also state in your letter to me that your "business is to ensure that you provide an EXCELLENT service to your customers whilst on the cruise".
This has not happened either.
It doesnt appear to be the case either in some of your other cruises prior to this
I have several hundred emails from passengers on this and other cruises, which I will gladly send copies to you as proof of what I say, you only have to ask and I will send.
IN FACT WHY DONT YOU AGREE TO MEET A SMALL CONTINGENT OF YOUR PASSENGERS TO DISCUSS THIS IN DEPTH. This would be a more appropriate way forward without all the threats of litigation from either side. This will create a better relationship between you and your past, present and future customers. My email address is email@example.com and you have my address and contact numbers if you prefer.
I and all the unhappy customers look forward to your response and early contact
Terry Croarkin and all the other ship mates