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Ponant cancelations - legal terms if the company cancels

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Mid july if this year, and only two days before the departure of the cruise - we received a text message on our mobile, saying that the cruise had been canceled due to a technical issue with the ship (Le Dumont d'Urville). As an experienced cruiser I know that technical problems are to be expected some times, but one would expect more service from a company that prides itself (every time you get their voicemail) as a 5 star luxury company.

We had to take the initiative to get things moving so we would get reimbursed for the canceled cruise, and finally got confirmation that we would get our money back. Since then, however, we haven't seen one cent. We got in contact with them and their local offices (not an independent travel agent, but a bonafide agency that is 100% part of the Ponant organisation) didn't seem to have a clue that nothing had been done.

Can anyone help with suggestions on what to do ? Has anyone had similar issues with Ponant, and so - what worked ? Does anyone know about the timeframe in which a cruise company should reimburse passengers, because that is definitely not mentioned in the small letters of the official sales documents we always get from Ponant ?

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@Sullanciri This doesn't sound right. I think you are more than deserving of better communication and follow-through from the cruise line. I hope you have at least received a detailed email regarding this mishap. Sometimes reimbursements take over a month to receive. I would continue to follow up weekly with the cruise line until you receive proper reimbursement. I'm surprised you were not offered another alternative, to include sailing on another itinerary on the same ship. Please keep us posted on your findings. If I were you, I would have a nice email "paper trail" to fall back on just in case. 

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Thx for your reply. We are in fact amassing a paper trail to have something to fall back on if - in a worst case scenario - we have to take legal action. I would however prefer to avoid that, but they may leave us with little choice. We were offered to take another cruise, but our calendar is full till spring of 2025 ... so that wasn't an option that got us anywhere. If I see what sort of compensation people get from other cruise companies, I am beginning to wonder what "luxury" means these days - in Ponant's case, it doesn't seem to have anything to do with service or customer orientation. When I book cruises with other companies that charge half as much, I at least have the benefit of not getting my hopes up too much - whereas one does have certain expectations when you deal with a luxury company.

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@Sullanciri At least the cruise line offered another itinerary option, but it's such a bummer the timing didn't work out! Luxury isn't much of a thing anymore. For someone like yourself who is willing to pay luxury prices, I think you should be getting a true luxury experience. If I were you, I wouldn't use that service anymore. There are plenty of other travel options that hold higher standards. I'm glad you are collecting a good paper trail. I really hope you don't have to go the legal route. That would be such a headache! 

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