Many cruiser passengers are still waiting for refunds, despite the fact that cruise companies have sent the money to the agency that booked them.
Frustration is beginning to boil over as the timeframe for their refund remains unclear. Communication lines are clogged. The persistent sometimes discover it will be months before they are paid out.
And it is hindering recovery. Passengers who can’t rebook because they haven’t received refunds mean cruise lines are not getting cash back onto their books.
The problems have been caused by the extraordinarily complex repayment systems that involves not just the cruise lines – which have to account for all refunds, including drinks packages and other add ons – but airlines and ground transport.
What has frustrated many is that the cancellations have not been caused by passengers or the carrier. The systems are designed to handle passenger cancellations on a very small scale. The scale of what is happening now is unique.
Just last week, Flight Centre reduced their cancellation fees after backlash from customers. And today, it axed them altogether.
“The decision to waive fees will impact our business, nevertheless we have heard your feedback and we believe this step is the right one for the current economic conditions where stand-downs and job losses are a daily occurrence for many Australians.”
The company added a $200 bonus to those who left their money with the agency so they could rebook.
Customers are also starting to receive emails stating that cancellation fees will be waived by some cruise lines.
“Bookings made with some of our Cruise partners can be fully refunded without any Flight Centre cancellation fees, if you have paid in full and the sailing has been suspended due to the Coronavirus. These cruise lines include World’s Leading Cruise Lines (Princess, P&O, Carnival, Cunard), Norwegian Cruise Lines (Oceania, Regent, Seven Seas) and Royal Caribbean International including Celebrity and Azamara,” says one email.
This is good news for Gillian Duncan who booked a Holland America cruise with Flight Centre and had to pay $300 per person in cancellation fees, but realised that it would be a long wait after contacting both the cruise line and her travel agent.
“Holland America did say it could take 120 or more days for them to even reimburse my money to Flight Centre, Flight Centre then claim it will take approximately 90 more days for them to reimburse,” says Gillian Duncan.
“It can take up to 3 months to receive the monies back from suppliers in a normal trading environment. In the current environment, which is far from normal, some suppliers, particularly airlines, are unable to process within these timelines and have formally advised us that it may take up to 6 months to process refunds. It’s also important to note that policies do continue to change however as suppliers also work to reflect current market conditions,” writes the Flight Centre email.
“I’d rather have the money back and book directly when things settle down. I really hope we get our money back otherwise we wouldn’t be able to travel again for some time,” says Ms Duncan, who is keen to rebook a cruise next year.
And Ms Duncan is not alone. Dora Miraglia-Meola who booked a Princess cruise with Ozcruising is still waiting for her cruise refund which she cancelled in mid March. “They are saying it could take 3-6 months but they suggest a credit to be used within 24 months.”
“No refund from Carnival yet, $6k but they did say 90 days and it’s only been 45 days since I sent the form off to them. I did book through Cruise Sale Finder but they assure me I get it all back less the credit card fees but their business is closing in September now so hopefully the money comes to me and not them,” says Vanda Bagnall.
Other travel agents like CruiseGuru has also removed its usual $110 per person cancellation fee for cruises cancelled due to suspension and is advising a minimum of 12 to 14 weeks wait for refunds. Cruiseaway has also told their clients to expect a 12 week wait.
“Cruise was cancelled by Norwegian Cruise Lines 9 February, asked Cruiseaway for refund, NCL refunded agent late March – still waiting for any details let alone a refund from agent – absolutely disgusted!” says Colin Neil who rang Norwegian Cruise Lines directly for information and was told that the refund has been sent.
For travel agents who are charging cancellation fees in this time, the Australian Federation of Travel Agents (AFTA) and consumer affairs advocate CHOICE confirms that agents are within their rights to charge cancellation fees.
“The system and revenue flow to agents for their time spent is not designed for cancellations and refunds. Agents are doing all they can for clients and are caught in the middle without any control over the actions of suppliers,” says AFTA.
Are things any different for cruisers who booked directly with the lines?
Some cruisers who booked directly with the lines have had more luck in receiving their refunds.
“We received cruise refund from Princess but still waiting for flights compensation! Since Feb 13,” says Marita Lilley.
“We received a refund from Holland America, no refund at all from the flights on Qantas. We are waiting on a refund from Cunard,” says Megan Keys.
Meanwhile Royal Caribbean cruisers who had cancelled March cruises are starting to receive refunds last week on things like their drinks packages, internet and shore excursions, according to cruisers in the Cruising with Royal Caribbean from Australia Facebook group.
However, some cruisers are still waiting for their cruise credits and most cruisers are still awaiting refund on their cruise fare.
Royal Caribbean cruiser Kim Merrick who opted for a future cruise credit also considers her cruise refunded in full after the shore excursions and drinks package refund came in last week.
“The FCC and onboard credits came within 10 days and shore excursions and drinks package came about four weeks,” says Ms Merrick.
“I am completely satisfied with their handling of the situation got a cruise booked in October and two in February. If they don’t go ahead I know Royal will handle it. Always loyal to Royal.”
The lines are still working on it
Royal Caribbean confirms that they have started issuing refunds and FCCs.
“On average refunds will take up to 45 days. The 45 days is from the cancellation date OR the request date. For those guests who have booked through a travel agent the refund is being sent directly to the agent to provide to the guest,” says the line.
“Royal Caribbean International continues to enjoy working closely with our loyal guests, and is excited to help support them with their future holiday bookings. We look forward to welcoming guests with both existing and new bookings onboard in the near future.”
Carnival Corporation also confirms that refunds are already going out along with the offer of future cruise credits.
“Our brands are committed to making refunds for cancelled cruises available as quickly as possible while noting the complexity of the task that became necessary with the worldwide pause in cruising in response to the COVID-19 pandemic,” says Carnival.
“Refunds are already going out along with the offer of future cruise credits as applicable. Our brands expect to complete the refund process in coming weeks. We look forward to the resumption of cruising when coronavirus has been defeated and we can once again welcome our guests on board. In the meantime we appreciate the patience and understanding of guests while we complete the refund process with care and accuracy.”
Meanwhile NCL brands say that refunds will be returned to the original form of payment 90 days after the request for refund.
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Saga cancelled my cruise due to depart on 29 May & despite promises of a refund & numerous phone calls I have yet to receive a refund. Has anyone else experienced this with Saga?
I cancelled my cruise with P.O. early March on compassionate grounds as I caught pneumonia from another cruise in January and my doctor said due to the corona virus I cannot travel……..I sent all documentation and was eventually told I would get a full refund on compassionate grounds this was before the cruise in May was cancelled Due to the COVIDSafe 19 ….I was told full refund was being processed that was March ……. I haven’t heard a word since sent several emails ….no response ……..it’s just not good enough …….I would like my full refund ASAP
Royal offered a full refund for a cruise ex Sydney on the Ovation of the Seas in March that was cut short. Applied for the refund. We booked through Ozcrusing and after not hearing anything from them I rang Royal Carribean on 15 May and they said they refunded the money to Ozcrusing on 10 May 2020. So when you try to ring Ozcruising you get a message to say they are not taking calls and to send an email. When you send an email you get automatic reply stating that….
Thank you for contacting Ozcruising.
We will Endeavor to get back to you as soon as possible, however due to an overwhelming high volume of enquiries, please allow approximately 10 to 15 business days for one of our dedicated consultants to respond.
FAQ
Q: When will my refund come through?
We have been informed by most of the Cruise lines that refund processing times have increased substantially, this has had an impact on our ability to process refunds for some time.
Unfortunately, due to the Cruise Lines taking longer to refund money it will take at least 6 – 9 months before the funds are received by our office, once received we will prioritise these in cruise date order. We appreciate your patience and understanding as we process a high volume of refunds due to the global pandemic and reduced staffing levels.
Why will it take 6-9 months when you already have our money.
Never ever while I book with this company…. from now direct with the cruise line.
We will never ever ever, book another cruise anywhere on this planet, run by Carnival Cruises and Cruiseaway travel Company, in Qld. What is happening now is theft and fraud. These tour companies demanded 30% deposit early December 2019 and the balance had to be paid by the end of January 2020. This we abided by in both cases of AUD $70,800, paid in full 3.5 months prior to departure on an 106 nights, around the world Sydney to Sydney on the Sea Princess and then the Chinese Virus hit our world and Carnival have cancelled our cruise 7 weeks ago.WE DID NOT CANCEL IT.
Many phone calls, emails etc etc, the frustration is expanding to now 90 business days, equals 18.5 weeks, plus 5 weeks since our first dicussion and it has been 7 weeks since Carnival actually cancelled our trip ( depating the 12th May 2020) and we have not received one cent of our money. This is absolute fraud and theft, as they are using our money for any purpose they wish, without our permission and on the promise of repaying it on the never never. We understand there are thousands of people in this situation, but it should only take 2 minutes for our refund and the companies have all our information. To top this off the travel company banks at the same Bank and Branch as we do. We are both so stressed with what is happening with OUR MONEY. My wife’s mother bequeathed this trip money to her to fulfill a dream, (around the world) that she was never able to achieve in her life time. This represents nearly 2 years income for my wife and myself.
WHAT ARE THESE BARSTARDS DOING WITH OUR MONEY?????
We were onboard our cruise in England when it was canceled back in the beginning of March cost us over$1200 to get home. was on a CMV cruise Viva holiday never again still waiting on refund so frustrating
Just remember the Airlines who are being very unreasonable (polite description) during these times and give them the big A when next you fly. I fly overseas to UK every 2 years to my daughters home. We fly business class and much better deals than with above mentioned airlines.
We booked last year for the BRAVO cruise on 13th October this year and paid $4000 deposit with the rest to be paid in April and June this year. With the cruise into the Pacific it is certain to be cancelled but before CRUISECO do so they are insisting we pay the remaining $4000 or lose our deposit. ie they are insisting we pay more money for something they know they can’t deliver. The full fare will then be held as a credit until the same cruise in October 2021 ….. 18 months away!…. a very long time to hold the funds of all 2500 passengers.
I had booked an October cruise with Carribean through Cruise Sale Finder but chose to cancel in March and I Received a refund of all the money minus a cancellllation fee of $150 which i was aware of from the start, Money in my account in 5 days.
P & O cancelled an Easter Cruise and I accepted a 200% credit for later. All done very quickly, I think they have all been over very overworked hence the delays now.
Paid RC in FULL in carefully agonising saved cash funds beginning of January through Flight Centre. Just to clarify, it was RC who cancelled for obvious reasons and although they have promised a refund through Flight Centre, not cash, but into a Bank Account. We were told this could take 60 days, minus $300 PER PASSENGER (on one ticket) for their Service Fees, Again NOT OUR FAULT so why should we be victimised. Perhaps they should put the pressure on the Cruise line to be refunded for this loss, NOT INNOCENT clients. No more Cruises, no more Flight Centre for us.
Our cruise was cancelled by RC (not us) early Feb for a mid-Feb cruise.
We booked through a travel agent, as we were a large extended family group and thought that would be simpler.
We are still waiting for the money. RC says they had paid the travel agent by March.
Our personal loss is about 6K, but some of the other members of our extended family have 10-15k still in the pocket of the travel agency.
Our insurance won’t even consider touching it until we have exhausted trying to get the money from the travel agent. Which, while they remain supposedly solvent we are expected to pursue. That’s if the insurer will even honour it, which seems doubtful.
I booked directly with NCL. I had to pay in full almost immediately after booking. They are taking at least 90 days to refund after I request one. Outrageous!!
Its doesn’t take much for the civilized world to crack, I think a lot of people will lose out in this current environment, and companies will fold for no fault of there own.I’ve already come to my own conclusion that I have lost my money, and have stopped the holy than though attitude. As for companies charging cancellation fees during this time, I would fight them, these are exceptional circumstances.
we were meant to leave on a cruise with MSC on the 7th May it is now the 2nd of May have heard nothing ,i have made many calls and emails have had no reply to any emails,we leave in 5 days? i dont think we are going.
Once again Qantas is ripping of the public. If I chose to either cancel or change a booking to Europe I will be charged $700 per ticket to make that change, a process that should not take more than 10 minutes. So wrong.
We had four cruises booked for this fall. I cancelled two of them with Azamara and CroisiEurope. Azamara refunded our money to our credit card for packages that I had bought within ten days from cancelling. I had to wait minus $150 cancellation charge for about 35 days to have the rest of our money refunded. The other two Oceania and Cunard, I cancelled with no cancellation fee and booked for 2021. We always go over on Cunard and come back on Oceania. I just hope I don’t have to do this in 2021 all over again. I never go with a second party (travel agents) but book directly with the boat company always two years ahead to get the best prices. Oceania and Cunard I have my own agent to talk too when I need to book or ask questions –hasn’t been a problem yet. Croisi, a riverboat company out of Strasbourg has an office in New York state. I have my own person there too. I expect to get a refund minus a $200 cancellation fee from there office in the near future. This was our 3rd trip with them so I am not too worried about it.
We were doing Canada Alaska tour and cruise with Inspiring Vacations. Cruise with Holland America flights with Air Canada and tour organised with Inspiring vacations wholesaler?? I know the cruise operator and airline were offering full refunds or credits. We wanted refund but Inspiring Vacations said we could only change dates to 2021. We so needed the monies and believe these companies will be in receivership before end of year. Bastards
There are two scenarios. If the client cancels then fees are probably fair. If the provider cancels then a full refund seems reasonable. On problem is the travel agent being in the middle.
Singapore airlines cancelled flying to Milan hey advised by email. It took a bit of time on the phone to explain the situation to a SIA agent that it was their cancellation. Initially she wanted to book us on the next days flight somehow thinking it was just one flight cancelled. So that is an example of confusion at the support staff level. SIA agreed to refund and said it might take six weeks. Mony was back on the credit card within 10 days.
MSC cruises fumbled communications initially . Again they cancelled your cruise. We were patient enough to wait and see knowing that if we initiated cancellation we could be disadvantaged. After three weeks but well before departure dates MSC have offered 125% future credit anywhere they operate for use up until Dec 31 2021. If credit not used by that date they say they will refund 100% of the original amount. Drinks package and shore excursions were refunded the same day I cancelled them.
The above was all booked direct with the supplier. Not so fortunate with another trip booked through travel agents. I was not getting any response from the agents so I applied for credit card charge backs for three and within 48 hours the travel agents had contacted me and resolved the situation.
So an interesting change there.
Terrible business. I cancelled my Air Asia flight b4 Covid29 started. Told it would take up to 4 weeks. This was the beginning of February.
Lesson 1. Never will I use Air Asia again. Family of 5 making two trips per year.
We had our cruise cancelled by CMV, we were in the Vasco Da Gama, we have had no corresponded from the cruise company, I’ve have called several times and have received lip service…we must wait 90 days for our refund….not good enough, the cancellation policy states 14 days full refund..
Come on CMV honour your policy, times are tough…be fair
Omg, I cannot bieve some of these comments. Don’t you people realize how totally inundated these agents, cruise lines, airlines are in these unprecedented times. Literally millions of bookings have been affected. These refunds take time & everyone repeatedly emailing/phoning only clogs the process. Have some patience.
We have had four cruises cancelled(not cancelling a cruise months ahead, just because…) We have also had to cancel numerous flights to get to the various ports.
I am confident these credits/refunds will eventually happen.
Booked through Cruise Cafe for Princess trip leaving 17th May. Trip was cancelled 16th Feb.Still waiting for refund.I know Princess has issued refunds. My money earning agency interest?
everyone has been great to me – the cruise line, Qantas and Qantas hotels all provided vouchers or FCC. The only disappointment was with my insurer. I told them my cruise had been cancelled and asked for a voucher for the same value for use in the future. they stalled and stalled, then went beyond the 15 working days to consider that legislation requires and emailed to say they need more time. If I don’t get a refund or voucher I will take my complaint further. And thank you for your social media page that allowed some discussion of this.
where is the government body supposed to to be looking after us??? I am sorry is it the same people who collect their salary and say they can only advise consumers? never mind we are being ripped off a bit like the price of petrol at the moment, thank you for ??? consumer affairs belongs to big corporations and governments good luck getting any response from either.
Alliances and allegiances of the past will be broken as a result of how customers have been treated during this time. Remember those who have been kind and caring, and those who have just grabbed for the money. You have choices, so be sure to exercise them for your future travel.
We cancelled our trip in July with Princess on the 10th March, having made the booking directly with them . We were told that it would be refunded in two weeks, then 60 days and now we are being told that refunds will be given in preference of sailing dates. The frustrating thing is that they say that they will refund it in the manner in which it was paid…..mine was on credit card and bank transfer. They will therefore refund to the credit card and I will then be sent a cheque for the money paid by bank transfer which could take another 4/ weeks!!!!! I have requested a bank transfer but they won’t do it and I am concerned that the cheque could go astray!
No communication and when one phones your frustration gets acknowledged….thanks!
Were cancelled by Princess on the 13th March,cruise 21st March on Ruby Princess so grateful that it did not go.Still waiting on refunds promised 60 days.hopefully they will for fill there promise.Have 3 other cruises booked Dec,March 2021 Oct 2021 but will cancel if no refund on time.
We were charged $226 by Flight centre to change our flights as the Ruby princess came back early Can we claim this and have not been able to contact Flight centre regarding flights in August that we have to cancel as we cannot have the cruise
The cruise line cancelled our cruise with an offer of FCC or refund. We went for the refund (obviously one would like the money back with one’s choice to book later. The money would be really useful in these difficult times. When you retire budgets are all important for one’s lifestyle). However as we booked through a large specialised cruising agent its seems our wait for the money will be extended. Disappointment also lies in the fact that they are only contactable by email now, call centre affected by the virus restrictions put in place by our State and Federal Governments. However after a month (have sent several emails for our clarification on the refund) a simple acknowledgement of our communications would have been appreciated. PR is everything. The company is happily taking bookings for upcoming cruises to which I’m sure they’re responding to potential cruisers.
I booked with Cafe cruise end of last year, the cruise was for October this year within Australia, they contacted me said the cruise dates and destinations had changed and couldn’t have the suite I had booked so I cancelled, there has been no contact since re my refund.
Qantas want to charge us $1200 dollars each to cancel.
We had a Carnival cruise booked for September and cancelled March 11th, before anything other than initial deposits were due. Booked & cancelled directly with Carnival. Refund of deposit was creditted back to my card within 14days.
My husband and myself paid for our cruise with P&O in December when we were going in March. We have used P&O and their sister ships for a very long time. We regularly go 3 timesaver year. Perhaps loyalty does not count. We are still waiting forour refund as our last cruise was cancelled. Thinker might just have to try other means of transport gif next holiday!!
Ponant will only give FCC for cruise they cancelled. I am investigating charge back on the credit card. I don’t feel like ever cruising again. Suggestions as to how to force them to give a cash refund welcome.
Just lets get this straight,I did not cancel my trip,the cruise line did!
I can understand a small cancellation fee but what Flight Centre was initially charging was way over the top. They were actually in my opinion attempting to make it appear as they were doing the booking out of the kindness of their heart and not receiving a KICKBACK/COMMISSION from the airlines/cruise lines. To the best of my knowledge/ nothing is done for FREE. We have a flight and cruise booked for September this year and the balance is due in JUNE. I am hoping that we will be able to take this up.
Thank you so much for this information. Yes I know how hard it is on all of us but waiting is a lot more acceptable when you know the reason……………. I am wanting to book a cruise for Christmas to “somewhere”………….. so will keep my fingers crossed. Stay safe and thank you again…………….
Our cruise on the carnival spirit was due to leave on the 23 March and we are still awaiting the refund despite constant requests. The worst possible PR exercise ever!
I had booked on Ozcruising fot a cruise in June. I cancelled on 25 March. My bank details were taken by Carol for the refund. She told me the money would be in my account within 5-7 days. No refund was received. Ozcruising office was closed and P&O said they did not receive my cancellation. I am extremely disappointed that Carol did not process my cancellation, contrary to what she had told me. Like many others, I now go on the waiting list!!
we had to cancel our cruise and decided to rebook for a cruise in sept rather than get a refund. All parties have cooperated including a Tokyo hose we booked for a week prior to cruising.
Exception to this was SINGAPORE AIRLINES who charged us an extra $648 to rebook our flights, saying this is a standard fee and ignoring the fact that the VIRUS had forced our change of plan. They refused to refund the fares as that is not there policy!!
Look forward to hearing the reaction of you and your readers to this