River Voyages

Due to the virus my cruise to Venice and the islands as cancelled. It is now nearly 3 months since your company advised me of the cancellation and that my refund was ongoing. During that time there has been not a word, no update, no text, no email. I am increasingly concerned and angry at this neglectand as a journalist am very tempted to go public. It has been impossible to contact you, unless of course I wanted to book. This is a dreadful way to treat customers to whom you owe over three thousand pounds.

When things go well they are a great company but we all need companies to be great when things go wrong or deviate from the norm, unfortunately that is where RV customer service falls down massively. Continually mislead the customer and play the blame game. This is the second time I have been made to wait. My contract is with RV and they are legally obliged to refund a cancelled trip within 14 days so how come 39 days later I'm still waiting? This really is wholly unacceptable. I do wonder if because the companies main customers are of an older generation we are perceived to be somewhat of a pushover.
Some of the correspondence I've received from them would in other circumstances be considered quite comical. I was offered a partial refund worded in such a way that it was a big favour and to especially help me out, even that would take an extra 7/10 on top of the days already waited. How come you can take an instant payment but can't give an instant refund? Laughable, RV this is my money, you have broken your contract with me and I'd like my money refunded please.