Costa Cruises renews "Satisfied or Reimbursed" initiative until 2019
GENOA - Costa Cruises renews the exclusive opportunity offered to guests by extending its innovative "Satisfied or Reimbursed" formula until the end of 2019. The constant investments made by the company to improve the experience of customers on board, further underline its willingness to put guests at the centre of its decision-making, allowing them to request a refund of the entire holiday if they are unhappy with the service received. Within 24 hours of boarding the ship, Costa guests can ask to interrupt their journey and receive a full refund if they are dissatisfied.
This facility applies to the European market for bookings made until 31st December 2019 for cruises departing until 31st May 2020 (excluding those in South America, Asia and World Tours, comfort rates from the catalog).
Over a period of three years, the refund option, which was launched in April 2015, has been requested by fewer than 0.1% of guests who took a holiday on board a Costa ship.
In April 2015, we decided to make the Satisfied or Reimbursed a real Costa Cruises trademark. The data have proved us right. We are so confident about the excellent quality of our cruises, which provides all the best that Italy can offer, that we can allow ourselves to continue offering a full refund of the holiday in case of dissatisfaction“, commented Massimo Brancaleoni, Senior Vice President of World Wide Sales for Costa Cruises.
In April 2018, the Net Promoter Score (NPS) among guests on board the fleet‘s ships was a record 58%. The NPS is an indicator that measures the proportion of & promoters of a product, brand or service, i.e. those who would recommend it to a friend or colleague. The score can range between -100% and +100%. An NPS that exceeds 50% is considered excellent.
Thanks to the great product innovation work we have done in recent years - continued Brancaleoni - the level of satisfaction and loyalty shown towards our company is constantly growing, even among new customers. We want to introduce a Costa cruise to as many guests as possible who have never tried it before: once on board one of our ships, we are sure they will be satisfied".
Note: To make use of the Satisfied or Reimbursed option, once on board, guests only need to contact the ship's customer service and complete a separate form. From that moment, Costa will take care of everything. Within a maximum of 30 days, the Italian company will reimburse 100% of the amount actually paid: the cruise ticket, any ticket for the flight, train or other means of transport included in the reservation, port taxes, the registration fee, the service fee, the additional services already paid but not yet used. In addition, Costa customer service will arrange a free transfer back to the port of embarkation or departure airport stated on the reservation.
If it is not possible to arrange a return journey on the same day, Costa will offer overnight accommodation in a 4-star hotel. In order to make the best possible arrangements for the return journey, Costa requires guests who decide to interrupt their cruise to communicate it within 24 hours of boarding, but always at least 2 hours before the departure time of the ship.