Cruise line falls short after trip canceled

  • By Christopher Elliott
  • Friday, February 1, 2013 2:33pm
  • Life

Question: We booked a cruise to Alaska on Norwegian Cruise Line last summer. NCL notified us that we would be sailing a day after our scheduled departure because they had to fix a propeller on the ship. This meant that the ship would not be stopping in Juneau for an originally scheduled excursion.

Then we had to cancel the cruise because of a hurricane that made it impossible to fly. All the airlines canceled their flights, and we had no way of reaching Seattle. We had purchased a travel insurance policy through the cruise line.

Our airline gave us a full refund on our tickets, but NCL said we were only entitled to a 75 percent insurance credit that could be used for a future cruise. That isn’t in line with what other cruise lines did.

For example, Princess offered a 75 percent credit for passengers who had insurance and an additional 25 percent credit that could be used for a future cruise.

NCL says I should have taken the 90 percent insurance plan. But the representative never offered a choice of insurance plans when I originally booked the cruise. If I had known about the 90 percent plan, I would have bought it. I would so appreciate anything you could do to help me with this situation.

Debra Weissman, Hartford, Conn.

Answer: If you booked your vacation directly through the cruise line, I don’t see any reason why it shouldn’t offer a full credit.

But that’s not how it works; Cruise lines sell expensive, and often highly restrictive insurance policies as add-ons that give you a credit if you have to cancel a cruise, and only under certain circumstances.

I think special conditions applied to your cruise. First of all, NCL already inconvenienced you by changing the date of your sailing. And you were very understanding of that and didn’t ask for any consideration in return.

Second, you booked this cruise directly with NCL. You bought the only insurance it offered. For future reference, I would recommend shopping around instead of buying the first policy you’re offered. You could have found insurance that covered your entire cruise through another company.

And finally, this event had nothing to do with you — it was a natural disaster that affected a lot of NCL passengers. While it may be true that NCL only had to offer you a 75 percent credit, I think they could have done a little better.

Your case shows how careful you have to be when you’re shopping for cruise insurance, but it also shows how vigilantly cruise lines are protecting their revenues. If it had been my cruise, I would have asked for a full refund, since I booked my vacation directly.

I contacted NCL on your behalf. As a “special courtesy” it extended an additional 25 percent of your cruise fare as a credit.

Christopher Elliott is the ombudsman for National Geographic Traveler magazine and the author of “Scammed.” Read more travel tips on his blog, www.elliott.org or email him at celliott@ngs.org.

© 2012 Christopher Elliott/ Tribune Media Services, Inc.

More in Life

This beefy ex-cop has a delicate hobby: intricate paper-cut art

You can see Tom Sacco’s creations at the upcoming Everett Art Walk.

Slow-roasted vegetables make sumptuous sauce for pasta

Make the basic but good spaghetti with red sauce blissfully better with this recipe.

Mocking meatloaf: One man’s loaf is another man’s poison

Some don’t like it and some do. Here are six meatloaf recipes to try.

Roasted Brussels sprouts can be the apple of picky eater’s eye

Toasted sesame seeds and diced apple add flavors that compliment the sprouts’ earthiness.

Arlington eagle fest wants your nature-themed artwork, haiku

Local residents of an artistic bent are invited to submit… Continue reading

Dylan Farrow says she wants to bring down Woody Allen

The 32-year-old said in an upcoming interview that she is telling the truth about him abusing her.

Kendrick Lamar, Sam Smith and U2 added to Grammys performance roster

Also unveiled is a performance by pop star Miley Cyrus and superstar piano-rocker Elton John.

Former NBA basketball star Dennis Rodman listens to a guide at the Sci-Tech Complex in Pyongyang, North Korea, last summer. Rodman was arrested Saturday on suspicion of DUI in Southern California. (Kim Kwang Hyon / Associated Press file)
Rodman checks into rehab after DUI arrest

His agent says he’s dealing with his longtime struggle with alcoholism.

Hau Tran sings as Vietnamese seniors eat at Homage’s Center for Healthy Living on Wednesday, Jan. 10, 2018 in Lynnwood, Wa. Each weekday the center offers its room for various cultures to get together for activities and lunch while speaking their native languages. (Andy Bronson / The Herald)
Seniors of four cultures gather for food, fitness and fun

Homage’s Center for Healthy Living offers a venue for programs in the seniors’ native languages.

Most Read