I am glad I am not the only one having problems with Scenic.
On December 11, 2020 I booked the cruise "Fire & Ocean: Russia’s Kamchatka & The Kurils" which is scheduled to depart July 13, 2023. On May 21, 2021, they sent me an email stating that there had been an "operational" change to my cruise. Four of the ports had been eliminated with three substitutions. I didn't think too much of it at the time because of other priorities.
On April 22, 2022 I contacted them to cancel the cruise due to the change in the itinerary.
Here is where it gets interesting. I called the phone number for the Scenic USA customer service. It was a 30 minute wait. After explaining the situation I was advised that in order to request a refund I had to email "cancellations_us@scenicusa.com" and provide them with the cruise details and refund request. I did so stating that I was cancelling due to the revised itinerary. I was told it would take 7-10 days to hear from them.
I did not get a response to my email from the cancellations department so I called Scenic customer service on June 1, 2022. After another 30 minute wait the customer service representative had me on hold while she tried to reach the department that handles the cancellations. After about another 30 minute wait I was provided with the email address of a person from the cancellations department and I requested my refund again.
A few hours later I received an email from the cancellations department letting me know that I would be receiving a future cruise credit that would be good through the end of 2024. I immediately emailed Scenic back reiterating my request for a refund not the credit. I explained how the reason I was cancelling was due to the significant alteration of the itinerary. I also provided them with my phone number so that they could call me if they had any questions regarding my request.
I have not heard anything since. I do understand that under normal situations Scenic does not refund deposits. However, since they made significant changes to the itinerary I had booked I believe I am entitled to a full refund of my deposit.
I have no interest in sailing with Scenic again. My next step will be to contact my credit card company although I am not sure if I have any recourse with them due to the time limitations.
I hope my experience with Scenic will be useful to those of you who might be considering them for future cruises.
