Lisa S.
No customer Service - Rude agents
My mother had gone on this trip twice and raved about it. That was 20 years ago. So we decided to book a trip in her remembrance. When I first called in I got some battleaxe that obviously hated her job and didn’t provide much information. I got what little information I could get out of her. Several days later In May I called to book the trip for a 8/26 departure. I added travel insurance to the booking and paid them $26262.02. The travel insurance they sold me was from Allianz and covered Covid. Unfortunately my husband I came down with Covid shortly before the trip. I call Paul Gauguin to cancel the trip and the agent said well it’s Monday you should be able to travel by Friday, and I said were still infected, what do you want us to do infect the entire ship? I filed a claim with Allianz and provided all of the documents they requested. As a stall tactic, they send you emails asking you to fill out the attached form when there isn’t an attachment to the email. You have to request the attachment 2 or 3 times before you get it. They have had my money since May, and today I got another one of those emails with no attachment and requested that they send me the attachment and never heard back. I checked their portal only to find that they had closed my case with zero reimbursement with NO EXPLANATION! I again called Paul Gauguin and the agent told me I had to email their customer support which I did - only to get an email back telling me they couldn’t help me and to call Allianz. Now I’m out $26262.02 and no one will help me get this back. I may mention that Allianz is a parter with Paul Gauguin. They are both crooks and I would avoid booking this trip.