Costa Cruises is promoting a new money-back satisfaction guarantee for guests who book a voyage by May 31. This concept is novel on the Italian cruise market, though it's been done by Carnival Cruise Line sister brand.
Costa president Neil Palomba said they were so confident about the excellent quality of their Italy’s finest cruises that offered to refund the whole holiday. He added that 9 of 10 passengers said they would recommend Costa.
With its satisfaction guarantee, the line aimed to nudge people who had never cruised before to give it a try. Palomba added that once they were on a Costa ship, they would like it.
The promotion is expected to be positive for travel agents. Agent commissions will be protected if clients ask for a refund.
If guests are not satisfied with their holiday, they need to go to the guest services desk of their Costa ship and fill out a form within 24 hours of embarkation. Costa will refund 100% of their fare, transport included in the reservation (air, rail or other), port and service charges, services paid for but not yet used - all within 30 days.
Costa Cruises will also organize their trip back to the origin point of ticketing, free of charge. In case there are no transfers within the day, Costa will arrange accommodation in a 4-star hotel. In order to manage the return transportation, the line requires that travelers notify guest services within 24 hours of embarkation but at least 2 hours prior to the next departure from port.
The offer includes cruises up to 14 days in the Med, north Europe and the Canaries, booked through May 31 and returning by November 30.
Costa Cruises is advertising the guarantee with a 3-week campaign on TV, radio and on-line, created by Havas Worldwide Milan.