When he was instructed about some uncommon itinerary adjustments to his upcoming luxurious Baltic Sea cruise aboard Regent Seven Seas Splendor, Rick Miller was disenchanted. Then, when Regent Seven Seas Cruises proposed compensation for the altered schedule that Miller discovered unacceptable, his disappointment turned to anger.
He says the cruise line diminished the variety of nights of the voyage and skipped one port fully. In return for these itinerary adjustments, Regent supplied him simply $500 in onboard credits.
Based mostly on Miller’s calculations, nevertheless, Regent owed him $4,000 for the missed night time of crusing. The cruise line disagreed. That’s when Miller requested TPG to analyze his criticism.
Does Regent owe Miller $4,000 for the itinerary adjustments to this crusing, and can the cruise line pay up?
First, pandemic delays
Within the fall of 2020, even because the pandemic nonetheless had your complete cruise trade shut down, Miller and his spouse started planning a voyage.
“We booked a 13-night Baltic Sea cruise for August 2021,” Miller recalled. “We figured your complete pandemic could be passed by then.”
That, after all, turned out to be an incorrect assumption.
Just some months later, Regent gave the Millers the unhealthy information. They would not be cruising in 2021 in any case.
“Regent instructed us it canceled our cruise due to COVID,” Miller stated. “We obtained a full refund however nonetheless needed to plan a cruise.”
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When the couple found that Regent had scheduled an virtually equivalent 12-night cruise for August of this 12 months, they rapidly booked it, paying practically $50,000 for a Grand Suite on board Splendor. Their itinerary would take them from Southampton in England alongside the coasts of Norway, Denmark, Sweden, Finland, Latvia and Estonia earlier than terminating in Copenhagen.
With their new cruise confirmed, the couple deliberate their shore excursions and appeared ahead to this long-awaited journey.
It wasn’t till six weeks earlier than the cruise’s departure date that Miller would discover out a couple of shocking change to the journey’s itinerary.
‘We have modified this cruise’
In notifying the Millers of the change, the cruise line couched the announcement of Splendor’s altered schedule in an electronic mail framed as feel-good information about Regent’s dedication to sustainability:
“Our firm is dedicated to driving a optimistic influence on society and the setting. As a part of our international sustainability program, Sail & Maintain, we’re frequently searching for alternatives to cut back our general carbon footprint and just lately dedicated to pursuing web zero greenhouse fuel emissions throughout our operations and worth chain by 2050.
“As a part of our effort, we’re within the remaining levels of commissioning shore energy on Seven Seas Splendor. This essential sustainability initiative will present infrastructure for Seven Seas Splendor to hook up with an onshore electrical energy grid to provide a lot of the ability wanted whereas docked.
“To facilitate this, we can be modifying your upcoming cruise by remaining in port in a single day in London (Southampton), England, on Aug. 7, and crusing as an alternative on the morning of Aug. 8. As well as, we can be changing the decision to Skagen, Denmark, on Aug. 9 with a day at sea.
Thanks on your understanding and help of this essential initiative, and as a token of our appreciation will present visitors with $500 shipboard credit score per suite.
Ought to you might have any questions, please contact your Journey Advisor or Regent Seven Seas Cruises’ reservation division.”
When Miller completed studying Regent’s message, he had questions. From his perspective, the cruise line was slicing the crusing by one night time and providing $500 in onboard credit score in alternate.
Many cruises spend the primary night time in port when passengers embark and the expertise begins then, with meals, an in a single day on board, and the remainder of the cruise expertise besides crusing. To Miller, although, it gave the impression of he was paying to spend an additional night time on the ship when he might simply ebook a cheap lodge for that night as an alternative.
He tried reaching out to the cruise line to see what different compensation they is perhaps keen to supply.
Not a regular itinerary change
After Miller’s pleas resulted in no response from Regent, he determined to ship his criticism to suggestions@thepointsguy.com. His request for assist quickly landed on my desk.
“Why would I need to spend $4,000 to board a cruise ship going nowhere the primary night time?” Miller contemplated. “I might relatively keep the night time in a lodge someplace and get on the ship the day it is truly embarking.” Miller’s quibble was with the truth that he didn’t need to board till the day of departure or to pay for what he perceived as an additional day on board given the later departure date. Nonetheless, that’s not at all times attainable in cases like this.
I learn via Miller’s paper path and agreed that the itinerary change did appear uncommon, however I wanted to dig somewhat additional to see what the precise circumstances had been and decide whether or not Miller and the opposite passengers scheduled for this crusing ought to have been given the possibility to resolve for themselves if they’d have preferred to board the ship (and pay for) the night time earlier than the official departure.
Because it seems, the whole lot was within the timing of the departure and the logistics of embarkation and crusing.
However can a passenger choose out?
I reached out to our govt contacts at Regent Seven Seas to get some readability about this cruise. These are level individuals for media and client advocates like myself and never public-facing customer-service representatives that vacationers can get in contact themselves with to resolve points. Here’s what I wrote:
“Mr. Miller has expressed that he does not need to spend practically $4,000 for an evening on board the ship when it is not going anyplace. He want to board the cruise on the day it’s truly crusing and be refunded for the missed night time.
Mr. Miller can be disenchanted with the missed port of name (Skagen). I’m conscious that missed ports of name usually are not one thing {that a} passenger ought to anticipate to obtain compensation for (though small goodwill gesture vouchers are sometimes supplied by cruise traces in these circumstances) and I’ll clarify that element to him. However the financial compensation for the discount within the variety of nights of the cruise looks as if an inexpensive request from a loyal, high-spending buyer.
Please tell us if that’s one thing Regent can approve. Thanks. 😊🚢
Finest,
Michelle Sofa-Friedman
Shopper Advocate”
Very quickly, Miller emailed me to let me know that he had obtained a name from one other govt at Regent.
“She tried to persuade me that folks like an evening within the port earlier than crusing,” Miller reported to me. “This consultant of Regent instructed me that nobody else on your complete cruise had complained however me.”
That appeared unlikely, given the last-minute communication concerning the change. That stated, many luxurious cruise passengers do get pleasure from having an additional night time on board earlier than crusing to benefit from the ship’s facilities somewhat longer or to have additional time in a marquee metropolis like London.
Nonetheless, I adopted up with our govt at Regent — and it quickly grew to become clear the cruise line was standing its floor on this one.
Regent stands its floor
Once I requested Regent for additional readability about Miller’s request, our contact at Regent instructed me that the couple couldn’t be a part of the cruise on the precise departure day.
“Hello Michelle,
With the ship crusing from Southampton at 8 a.m., Aug. 8, 2022, all visitors should embark Seven Seas Splendor on Aug. 7, 2022, as is commonplace process. Whereas we sympathize with Mr. Miller for the cancellation of the decision to Skagen, Denmark, as you say under, a missed port of name is just not one thing a passenger ought to anticipate compensation for. We really feel that our goodwill gesture of $500 on board spend is beneficiant. Moreover, in a single day stays in port are frequent, typically sought-after itinerary options and, once more, usually are not one thing that visitors would anticipate compensation for.
Although we do have essentially the most inclusive cruise expertise, there are a variety of ways in which the $500 onboard spend may be loved, for instance, within the spa, on a particular bottle of wine from the Connoisseur wine record, within the boutique or in vacation spot on a Regent Alternative shore tour.
Finest needs, (Regent govt contact)”
This response closed the door on any chance of additional compensation for Miller or another visitors on board this crusing of Splendor. The brand new departure time required that passengers be aboard the night time earlier than so the ship might sail on time at 8 a.m. the next morning as a result of logistics of the embarkation course of and port facility hours.
Sadly, Miller was not glad with the end result and the dearth of readability across the adjustments to his itinerary and has determined he’ll be taking his future enterprise elsewhere.
He instructed me:
“Michelle, thanks once more. I’m canceling an 18-night cruise I had booked with Regent and can by no means board one other of their ships. That cruise fare is over $75,000, to allow them to simply [deal with that].”
What ought to passengers actually anticipate?
Cruise ship passengers beware: Your ship’s initially scheduled path might or might not resemble the place you truly go. The excellent news is that more often than not, your itinerary can be navigated as scheduled. However if you happen to board your cruise understanding that itinerary adjustments are at all times attainable, you will be a lot much less susceptible to disappointment ought to your voyage get hit with an alteration.
Here is what to bear in mind earlier than you intend your subsequent cruise:
Learn what your cruise contract says about itinerary adjustments
Each cruise line throughout the trade features a clause about the opportunity of itinerary adjustments. Together with that data comes the usual disclosure that the cruise line owes the passenger nothing if this occurs in your journey. Figuring out what’s contained in that contract is your first step to a profitable cruise expertise.
Purchase a cruise, not a vacation spot
By no means, by no means ebook a cruise primarily based on a port of name that you simply completely cannot miss. For those who’ll think about your trip ruined if you happen to miss any a part of your cruise’s itinerary, that is a recipe for potential catastrophe. At all times bear in mind the captain of your ship can change some and even the entire ports of name in your cruise for practically any purpose. So if you happen to actually have your coronary heart set on a particular vacation spot, an air/land/lodge trip could be a better option.
Think about journey insurance coverage that gives protection for missed ports
Cruise ship passengers ought to at all times fastidiously consider their need for travel insurance. Some insurance policies will present a money profit in case your cruise skips a port of name. For those who splurge on a cancel-for-any-reason insurance policy, you will have the posh to resolve if you wish to take a cruise or not if the itinerary adjustments dramatically earlier than embarkation.
Buy medical insurance coverage on your cruise
Do you know that many home medical health insurance insurance policies don’t cowl you for medical therapy on board a cruise ship or out of the country? It is true, and therapy on a cruise ship may be very costly. Buying a comprehensive travel insurance policy with medical protection can guarantee you aren’t getting caught with the invoice for sudden diseases or accidents throughout your subsequent cruise. Use a website comparable to InsureMyTrip.com to match insurance coverage insurance policies throughout the trade and choose one that matches your wants.
Pay on your cruise with a bank card that gives journey safety
The subsequent smartest thing to buying a complete journey insurance coverage coverage is paying on your cruise with a credit card that provides travel protection. As TPG reader Brett Smith just lately discovered, the included insurance coverage safety offered by bank cards such because the Chase Sapphire Reserve could be a welcome reduction if you happen to get hit with sudden delays and bills. Ensure to acquaint your self with all of your playing cards’ membership advantages earlier than you resolve which card to make use of to pay on your subsequent journey.
Do not ebook nonrefundable excursions
As a result of your cruise itinerary is at all times topic to vary, it is by no means a good suggestion to ebook third-party, nonrefundable shore excursions. In case your ship skips the vacation spot the place your exercise is deliberate, you will haven’t any recourse with the cruise line or the tour supplier. This is among the causes it may be a good suggestion to ebook cruise line-led excursions.
Do not cruise with no passport
This recommendation could also be a bit controversial. However as a client advocate, I’ve seen the terrible outcomes when issues go incorrect and a passenger does not have a passport. Keep in mind, you may’t fly internationally anyplace with no passport. So if you happen to get injured or sick or have an emergency and must fly residence, you may’t try this with a delivery certificates or passport card. And in case your ship adjustments its itinerary and offloads you and all the opposite passengers out of the country, as Norwegian Escape did last March, your state of affairs can be immensely extra difficult if you do not have a passport with you. For those who remember that vital itinerary adjustments are at all times a chance, you will understand simply how precarious it’s to cruise internationally with no passport – even on a closed-loop cruise.
Take note of onboard bulletins regarding schedule adjustments
Sure, your cruise ship will leave without you if you happen to aren’t on board when it is scheduled to go away. The passengers most susceptible to getting left behind? Those who ignore the each day onboard updates and bulletins. These messages will at all times inform passengers of any adjustments to name time again to the ship, and as a passenger, it’s best to by no means overlook them — until you do not thoughts getting left behind in your bathing go well with and flip-flops as you watch your cruise ship sail away without you.
Backside line
Vital alterations to a cruise schedule are uncommon. Small itinerary adjustments to your cruise ship’s ports of name are extra frequent. However it doesn’t matter what form of shift your cruise ship encounters, trip that wave and roll with the punches — as a result of in the long run, a day on trip at all times has the potential to be an ideal day regardless of the place your cruise ship takes you (or doesn’t).
For those who or anybody you already know has encountered an issue with a cruise line, airline, lodge, trip rental firm, automobile rental company or bank card, ship your request for assist to suggestions@thepointsguy.com, and I will be joyful to analyze and enable you to, too.
