Genoa, June 4, 2018. Costa Cruises, as a result of its special commitment to the complete satisfaction of each of its guests, is extending its innovative "Satisfaction or Refund" until the end of 2019.
The company's ongoing investments in enhancing the onboard customer experience confirm Costa to putting guests at the heart of its decision-making. With this initiative, Costa can request to interrupt their trip within the first 24 hours onboard and receive a full refund of the trip price and return to their point of departure.
Over a three-year period, this refund option – which was launched in April 2015 – has been requested by less than 0.1% of customers who have traveled with Costa.
“In April 2015, we decided to launch 'Satisfaction or Your Money Back,' a true trademark of Costa Cruises. We are so confident in the excellent quality of our cruises, in which we offer the very best that Italy has to offer, that we can afford to continue offering a full refund of the holiday if our customers are not satisfied,” commented Massimo Brancaleoni, Senior Vice President of Worldwide Sales at Costa Cruises.
Last April, Costa achieved a Net Promoter Score (NPS) of 58% among guests on board its ships. The NPS is a metric that measures the proportion of "promoters" for a product, brand, or service—in other words, the percentage of people who would recommend it to a family member or friend. The figure can range from -100% to +100%. An NPS above +50% is considered excellent.
“Thanks to the great work we’ve done in innovating our product in recent years,” Brancaleoni continued , “ the level of satisfaction and loyalty shown towards our company is constantly growing, even among new customers. Therefore, we want to introduce a Costa cruise to as many customers as possible who haven’t experienced one before: once they’re on board one of our ships, we’re sure they’ll be delighted .”
Important Information: To take advantage of the "Satisfaction or Refund" option, guests must contact onboard customer service and complete a specific form once on board. From that point on, Costa will handle everything. Within a maximum of 30 days, the Italian company will refund 100% of the amount paid: cruise ticket, air, rail, and other transfers included in the booking, port taxes, registration fee, service charge, as well as the cost of any ancillary services paid for but not used. In addition, Costa's customer service will arrange a complimentary return transfer to the port of embarkation or departure airport specified in the booking.
If a same-day return trip is not possible, Costa will offer one night in a 4-star hotel. To ensure the smoothest possible return journey, Costa requires guests who wish to interrupt their trip to notify the company within the first 24 hours on board and at least 2 hours before the ship's departure time for the next port of call.
