In response to a recent article: The article is an inaccurate portrayal of our policy, which covers any reasons for cancellation by the Canandaigua Lady or by the passenger. We have a no refund policy that has been in place for over 10 years which provides a rain check that never expires to customers in the case of a cancellation. We do not hide our policy but rather ensure that the customer is fully aware of our policy before purchasing any tickets. We ensure their awareness by either having them verbally agree to it over the phone before authorizing payment or by stating it twice in written statements when tickets are purchased online. The Allison Party had agreed to our policy when they purchased their tickets. We were informed by the Allison Party that they understood our policy but hoped we could reconsider in their case. We were later notified by the Allison Party that they had sold the tickets to their friends and therefore did not suffer any financial loss. We realize that the Allison Party had an extenuating circumstance because they are moving out of state and do not have plans to return to the area. However, it is common in the tourism business for customers to reside out of the area. We always make our best effort to accommodate the canceled passenger on an alternate cruise, as we did with the Allison Party. Unfortunately, they were unable to find another available time, in the two weeks prior to their move, to cruise with us. As a business we must adhere to our policy as it has been in place for quite some time and has proved successful to both our business and the customer. Customers are grateful that we provide them with a rain check to return if they forget to show up for a cruise or if they must cancel for personal reasons. It is neither in our best interest nor the consumers to cancel cruises as we are in the tourism business to bring joy to locals and tourists alike. We strive to take people on a cruise on our local gem, Canandaigua Lake, so that they can relax and enjoy the lovely view the lake has to offer.
Posted on: Fri, 26 Jul 2013 18:43:44 +0000
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