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American Duchess Review

American Queen Steamboat Company has poor customer service from main office. Review of Mississippi River

Review for the USA Cruise on American Duchess
6-10 Cruises • Age 70s

Rating by category

Public Rooms
Fitness & Recreation

Additional details

Sail Date: Sep 2021

The American Queen Steamboat Company needs to improve customer service from the company office. The experience on the American Duchess was very good and the crew went out of their way to accommodate. However, the corporate office did not care about their customers concerns about taking the cruise under these conditions and promises made by company representative were not followed up on. We had to frequently visit ship personnel to get action on promises and compensations promised.

Our Mississippi River cruise was set to start one week after Hurricane Ida struck. No email was sent to us to tell us if our trip from Memphis to New Orleans was still on until two days before departure when our travel agent was notified that the trip was on and would end in New Orleans. When we arrived at the hotel in Memphis, the guest service representative did not tell us until I asked that our two day extension in New Orleans was cancelled and by the way you now have to rebook your return air flight. We were told that the refund for the two day extension will take up to 30 days. We had to fight to get the refund back to our credit card. The company wanted us to use our trip insurance.

The American Duchess and crew were excellent; so it is too bad that the main company can't offer good customer service. We will not use this company again.

Cabin Review

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