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Costa introduces money-back satisfaction guarantee

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Neil Palomba - 'so confident about the excellent quality of our Italy’s finest cruises that we offer to refund the whole holiday'
Costa Cruises is promoting a money-back satisfaction guarantee for passengers who book a cruise by May 31. The concept is novel on the Italian market, though it's been done by sister brand Carnival Cruise Line stateside.

'We are so confident about the excellent quality of our Italy’s finest cruises that we offer to refund the whole holiday,' Costa president Neil Palomba said. He added that nine of 10 passengers say they would recommend Costa and, with its satisfaction guarantee, the line aims to nudge people who've never cruised before to give it a try.

'Once they are on Costa ship, we are sure they will like it,' Palomba said.

'If you are still undecided about your next holidays, this is the right moment to book a Costa cruise,' added Massimo Brancaleoni, svp worldwide sales for Costa. He predicted the promotion will be a positive for travel agents, too, and said agent commissions will be protected if a client asks for a refund.

If passengers aren't satisfied with their holiday, within 24 hours of embarkation they need to go to the guest services desk of their ship and fill out a form. Within 30 days, Costa will refund 100% of their cruise fare; air, rail or other transport included in the reservation; port and service charges, and services paid for but not yet used.

Costa will organize, free of charge, their trip back to the origin point of ticketing with Costa. In case there are no transfers available within the day, the line will arrange accommodation in a four-star hotel. In order to organize the return transportation, Costa requires that passengers notify guest services within 24 hours of embarkation but at least two hours prior to the next departure from port.

The offer is for cruises up to 14 days in the Mediterranean, north Europe and Canary islands, booked between April 3 and May 31 and departing from April 5 and returning by Nov. 30.

Costa is advertising the guarantee with a three-week campaign on television, radio and online. Included are 30-second and 15-second spots. The campaign was created by Havas Worldwide Milan.

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