I think Royal Caribbean International is being unsympathetic during the COVID-19 epidemic. As a matter of fact, their future cruise credit policy is ridiculous and does not favor the traveling public. The Royal Caribbean International cancellations also negatively affected my clients. Some persons have future cruise credit that exceeds their new bookings. Unfortunately, they must dish out additional cash. To add insult to injury, Royal Caribbean has not refunded a cent to my affected clients.
COVID-19 Epidemic Impact
All of us are aware that the cruise industry has suffered a tremendous loss of Revenue due to the COVID-19 epidemic. Several ships are empty and floating outside the US ports for about three months. The Center for Disease Control (CDC) modified the “No Sail Order for all cruise ships” on April 16, 2020. That directive will expire on July 24, 2020. As a result, several of the major cruise lines are planning to sail for the summer.
In addition, unemployment is estimated to be over four million. As a result, several persons do not have sufficient funds to purchase a meal. The lines at food banks are extremely long all over the country. Some of us are fortunate and are considering getting away from the confinement stress. We are looking forward to the lifting of the travel barn.
The present economic crisis has severely affected Tropical Destination Vacations. All my clients traveling in the first half of the year had to cancel. Individuals and groups with planned cruises were no exception. I had the most cruise cancellations with Royal Caribbean International. As a result, I wish to point out Royal Caribbean International future cruise credit harsh policies. As a matter of fact, my clients are very dissatisfied. This is a couple’s story expressing their dissatisfaction.
Royal Caribbean Future Cruise Credit
Against this background, Royal Caribbean International has a cancellation plan called “Cruise with Confidence Program.” It allows persons to cancel 48 hours before sailing and receive a credit of 100%. I will not go into details of that program. I am more concerned with clients who did not cancel. A large number of cruises were cancelled. As a result, customers will get a 125% cruise credit towards a future cruise.
The credit is attractive, but the application is confusing. In fact, customers with future cruise credit that is more than their new reservation will have a rude awakening. I discussed the future cruise credit with the Royal Caribbean International staff. They provided several interpretations of applying the future cruise credit. The application of the cruise credit reflects Royal taking its customers for granted.
I am in the process of rebooking a couple. Royal Caribbean International cancelled their reservation. May 31, 2020 was their sailing date. They opted for a future cruise credit for their cruise fare. Whereas, the taxes and any additional expenses incurred for that sailing is being refunded. In addition to their cruise fare. The clients paid for gratuities and special dinning. Their refund is more than $500. To date, my clients have not received a dine of their refund.
Future Cruise Credit Application
Their new reservation including taxes will cost $1786.18. The final payment date was June 01. Whereas, the future cruise credit amounts to $1774. The credit would cover their new reservation (including taxes). There would be a small amount of $12 payable after the application of the credit. I spent a week trying to get the cruise credit applied to the new reservation. I was on hold on several occasions for a minimum of 2 hours and on some instances 4 hours. The reservation was cancelled twice during the negotiating period. The deposit of $500 was not paid as my client was awaiting their credit.
I had a three-hour conversation with an employee about the credit. The employee was in constant contact with her supervisor. The discussion centered around the credit or extending the payment date. The resolution was very unsatisfactory to my clients. Although the future cruise credit was almost equal to the new booking. I was informed that my client had a balance due of $232.18. I was stunned at the outcome. The explanation was more ridiculous. I was told that the future cruise credit could only be applied to the base fare of the reservation (that is the cruise cost less taxes). As a result, my client should pay the taxes of $232.18. The excess cruise credit of $220 would be carried forward for another cruise reservation.
Customer response
The client is mad and disappointed. I do not blame them. They have not received their refund of over $500. In addition, their current reservation cannot utilize their full credit. As a result, she must dish out an additional $232.18 to pay for the cruise taxes. Whereas, she has additional cruise credit of $220. This amount is being carried forward to a future cruise. They decided to cancel and will rebook on receipt of their refund. Royal should have more empathy for persons in their situation. We should remember that we are going through a COVID-19 epidemic. Everyone is living a new normal. Cash is not in circulation for the adoption of this draconian measure.
In summary, the COVID-19 epidemic affected everyone. Unemployment is high. There is not a guarantee of next month’s income. As a matter of fact, every dollar must be stretched. Also, Royal Caribbean International is unable to process refunds in a speedy manner. Therefore, the future cruise credit should apply to current cruises taxes.