Why has my refund taken so long to be processed?

If you are still awaiting your refund and it is taking longer than we have suggested that it would, we suggest taking the following steps in the first instance: 

• Identify from which of your accounts the original payment was taken, and check that the payment hasn’t reached that same account. We will always try to make payments back to the account where possible. 
• If we have been unable to make payment to the original account, we may have contacted you to provide details of an alternative account to which payment can be made. 

In the case that we are acting as a travel agent, it is likely that we have yet to receive your payment from the tour operator (cruise line), in which case we apologise and assure you that we are working with our cruise line partners to get payment back from them. 

If we are your tour operator and we’ve failed to refund within two weeks of you requesting payment. We apologise. In periods where we’ve received a particularly high number of refund requests, we can’t always meet our usual service levels despite our best efforts.

I still need help.