CostaClub

Always an excellent experience

Since you do not respond to my email, I am writing to you with the purpose of presenting my formal complaint in the face of an unparalleled incident of which I was a victim on your Costa Delizioza cruise from La Romana to Savona. 1st. Place: This itinerary was previously canceled by you (with the Costa Fortuna) without any notice (I found out when I tried to view the cruise and it was no longer scheduled). I contracted with Cruises.com who are a lousy company and ignore the client once one makes the reservation. Costa published a compensation notice on its page in 2021, according to the itinerary (in my case, which was transatlantic, it was at least 200 euros), at the time I called the Cruises.com agency and they informed me that said credit would be available once on board on my next cruise, which did NOT happen, because although I put the claim on board, you ignored this request, despite the fact that at the time I lost reservations and flights. I await an answer to this. 2nd. Place and the most serious. The day of arrival in Marseille, April 14, I went through one of the most outrageous moments of my life. Being 3even without reaching the dock, about 6 or 7 French police officers entered the ship who entered my cabin overwhelmingly, without explaining anything. They searched my body in the corridor and in view of the other guests who must have thought that I was a criminal, they asked me if I had drugs in an intimidating way, they searched each and every one of my belongings without the slightest care, some memories were broken in pottery that I had bought in Barbados and Gibraltar and they left everything in complete disarray and me without understanding anything. They made me show him photos on my cell phone of my husband (who was unable to travel due to health problems at the last minute) and they told me directly: What was I doing alone, if I was married, on a cruise? And because I left my husband sick, etc, etc. It was all very overwhelming and left me a sea of ​​nerves. The agents were armed to the teeth, I never saw anything like that. After that unpleasant moment, I had to go to the hospital on board to take my blood pressure, which was a little low. Luckily, Mrs. Mery from accounting, who I met by chance on Bridge 2, assisted me, since I was all upset and unable to contain my tears. I have been to France before and I have been to many countries in the world and I never thought to live something like this on board a ship where it is supposed to be Italian territory and that you as a company allow your guests to be treated little less than criminals. I am respectful of immigration laws and the laws of each country, but the Costa crew member who was present at the review should not have allowed so much disregard for me and said absolutely nothing before or after...unless he deserved a Explanation. Just the day before, I had made a pre-booking for next year's ocean liner 2023 with the Costa Pacifica for me and my whole family leaving on March 17. But given this episode, I neither want nor recommend Costa Cruises in the Cruise Clubs to which I belong. I can't imagine going through something like this again. Hopefully they take measures with the French authorities so that they do not continue to mistreat people who come to visit and spend money in their country. I look forward to your response on this episode and on the unrealized compensation.