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alexandria

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Everything posted by alexandria

  1. Thanks. And in the meantime, DW and I had flights for a holiday trip to visit family which were cancelled by the airline last week. We requested a refund and received it in full in seven (7) days. As you can imagine, the airline gave us a positive refund experience, Silversea, a negative refund experience. Like many consumers, I am loyal to those companies that treat us well...
  2. Considering that this change is for 2022/2023, it is hardly impressive. It is just a marketing ploy with a shiny brochure which obscures the fact that prices are increasing to cover those "included" benefits and provide increased profits on top of the actual costs of those benefits. In the meantime, those who book a cruise are still bound by the Silversea cruise contract which HAS NOT been modified since the COVID cruise recommendations. As a result, those who are denied boarding or disembarked assume the full risk of loss as the cruise contract provides that no refund, credit or compensation will be provided in such instance. Additionally, those who sail will be required to take Silversea sponsored excursions at their own cost if they wish to leave the ship at any point during the sailing. No more independent exploration of the various cruise destinations. I agree that this idea of "included" or "mandatory" excursions, particularly in destinations such as the Caribbean and Europe does not inspire excitement about cruising anytime soon...
  3. Was that the language used in the Silversea email notifying you about your cruise or a term used by your TA or cruise consultant?
  4. Received my refund, fifty-four (54) days after my request when Silversea cancelled our cruise. The credit was transmitted by Silversea to my card issuer fifty-three (53) days after request, it posted to my card the following day.
  5. Note this provision in the CDC conditional sail order: "The cruise ship operator must not sail or offer to sail on an itinerary longer than 7 days." How many Silversea itineraries involving a US embarkation, disembarkation, or port of call are seven (7) days or less?
  6. Note this provision in the CDC conditional sail order: "The cruise ship operator must not sail or offer to sail on an itinerary longer than 7 days." How many Silversea itineraries involving a US embarkation, disembarkation, or port of call are seven (7) days or less?
  7. Are you talking about the COVID "shakedown" cruises with only RCCL staff on board to test the protocols? Otherwise, what makes you think that Silversea will have any cruises this year (other than the Saudi charter of the Spirit as mentioned)??
  8. Silversea has cancelled all remaining 2020 sailings. I won't be surprised if by the end of November, we see cancellations of the January 2021 sailings. Here is the revised schedule: Silver Spirit: • SL210104022 - Silver Spirit will set sail on January 4, 2021 Silver Muse: • SM210105014 - From January 5, 2021, Silver Muse will resume sailing Silver Moon: • MO210107016 - Silver Moon will set sail on January 7, 2021 Silver Shadow: • SS210108010 - Silver Shadow will commence service once again from January 8, 2021 Silver Origin: • OR210109007 - From January 9, 2021, Silver Origin will resume sailing Silver Explorer: • E1210209015 - Guests will cruise on Silver Explorer again from February 9, 2021 Silver Cloud: • E4210319021 - Silver Cloud will set sail on March 19, 2021 Silver Whisper: • WH210606014 - Silver Whisper will commence service once again from June 6, 2021 Silver Wind: • WI210614014 - Silver Wind will welcome guests once more from June 14, 2021 Silver Dawn: • DA211109010 - Silver Dawn will commence service from November 9, 2021
  9. Silversea cancelled all December sailings.
  10. Silversea has cancelled all remaining 2020 sailings. I won't be surprised if by the end of November, we see cancellations of the January 2021 sailings. Here is the revised schedule: Silver Spirit: • SL210104022 - Silver Spirit will set sail on January 4, 2021 Silver Muse: • SM210105014 - From January 5, 2021, Silver Muse will resume sailing Silver Moon: • MO210107016 - Silver Moon will set sail on January 7, 2021 Silver Shadow: • SS210108010 - Silver Shadow will commence service once again from January 8, 2021 Silver Origin: • OR210109007 - From January 9, 2021, Silver Origin will resume sailing Silver Explorer: • E1210209015 - Guests will cruise on Silver Explorer again from February 9, 2021 Silver Cloud: • E4210319021 - Silver Cloud will set sail on March 19, 2021 Silver Whisper: • WH210606014 - Silver Whisper will commence service once again from June 6, 2021 Silver Wind: • WI210614014 - Silver Wind will welcome guests once more from June 14, 2021 Silver Dawn: • DA211109010 - Silver Dawn will commence service from November 9, 2021
  11. Sorry but I don't have any input, just a question. Is there some advantage or reason to book direct with the cruise line and then transfer the booking to your travel agent?
  12. Glad it was finally resolved for you. As far as AMEX sending you a check, that is standard practice when a cardholder has a significant credit. Frankly, it is better for you as you can spend the money as you need, whether in cash, check or a credit card of your choosing. Otherwise, you'd be stuck having to use your AMEX to access those funds. Hope your husband's medical condition improves. I do agree with Mrs. Waldo that it is always advisable to have a significant "rainy day" fund for expenses that may be unforeseen. Many financial planners recommend three to six months of expenses be kept for such needs. However, I certainly don't blame you for how you handled the refund issue. You tried to work it out directly with Silversea and you waited patiently for thirty (30) days (well past the time that federal law requires for such a refund to be transmitted to your credit card issuer) , contacted them again directly and only filed your credit card dispute after they continued to tell you to wait. You were more than patient and the delayed refund was entirely Silversea's responsibility and their delay was both unlawful and unreasonable. Again, I'm glad you finally received your refund. All the best!
  13. As far as US law is concerned, it doesn't matter. The clock begins running when Silversea cancels the booking (or when it accepts a passenger-initiated cancellation). The applicable language reads "When a creditor other than the card issuer accepts the return of property or forgives a debt for services that is to be reflected as a credit to the consumer's credit card account, that creditor shall, within 7 business days from accepting the return or forgiving the debt, transmit a credit statement to the card issuer through the card issuer's normal channels for credit statements." The word "shall" in this statute is considered mandatory, not directory. That means the creditor (Silversea in this case) is required to comply and certain consequences apply for failure to follow the applicable code section. Hopefully that makes sense.
  14. I agree that is a very important question that has not been clearly answered by SIlversea or RCCL. While the standard terms and conditions of the passage contract provide that those denied boarding or disembarked early are entitled to no compensation, refund, FCC or other relief, I believe that Silversea and RCCL have an obligation to clearly and transparently answer the simple question you pose: If a passenger is denied boarding or disembarked early, will they receive a refund and if so, will it be a cash refund or FCC? It is troubling that SIlversea and RCCL continue to market cruises departing as soon as early December without bringing clarity to that issue. (And it isn't just Silversea, it appears no major cruise line has answered that question). Failure to answer that question is s true disservice to those who entrust significant sums of money to the cruise industry for future travel. At this point, unless their travel insurance policy provides clear, unambiguous and specific coverage for such an event, each passenger should be prepared, in the event they are denied boarding or disembarked early, to forfeit all of their cruise payments AND bear all of the additional expenses of repatriation without reimbursement, remedy or recourse.
  15. That is certainly a possibility, but the recent move by RCCL to raise $1 billion in cash by offering $500 million in common stock and $500 million in senior convertible notes does not signal that. Considering that the 125% FCC and 110% FCC doesn't do much to reduce their bottom line for each sailing (after all, the slightly upgraded stateroom category you could get with the added FCC costs Silversea nothing extra and even booking a slightly longer (or more exotic) itinerary doesn't add much to the per stateroom cost incurred by Silversea. On the other hand, Silversea committed to paying double commissions to travel agents whose clients accept FCC in lieu of a cash refund. One commission for the original (now cancelled) sailing and an additional commission for the sailing purchased with FCC. That double commission expense is much more significant than the cost of providing the increased FCC to passengers. So I wonder if this is an effort by Silversea to reduce its commission expenses by providing no incentive to take FCC expecting that many Silversea loyalists will still rebook even with the cash refund but Silversea will pay only one commission rather than two. It is pure speculation on my part, but considering RCCL''s current efforts to raise $1 billion in cash, it doesn't sound like the reduction to 100% FCC reflects a position of good financial health and strong cash flow. I suspect it is more likely an effort to reduce actual cash expenses and liabilities.
  16. Ah, got it thanks! And while I don't know if you are in the US, in your case it appears that two of your three credit card issuers complied with federal law by posting your credit/refund with the required three (3) business days.
  17. I can share that as to our refund, our credit card issuer has verified that it has not been transmitted to them by Silversea. Compare that to my refund from insuremytrip.com which posted to my credit card on October 11, two (2) days after being notified by insuremytrip.com that they refunded my payment in full. It is clear from all of the Silversea communications concerning cash refunds that Silversea is delaying the transmission of refunds to credit card issuers (in violation of US law). For example, the email we received a few days after our cruise cancellation in mid-September noted that "The cash refund you have requested on Booking XXXXXXXXX, Voyage XXXXXXXXX, in the name of Mr XXXXXXXXXXXXXXXXX, Mrs XXXXXXXXXXXXXXX has been processed today. Please note that due to the exceptional volume of refunds we are managing at the moment it will take more than usual for the refund to show on your credit card. We estimate this credit card refund to show on your statement between 10/23/2020 and 11/02/2020, subject to your Credit Card provider processing time." (emphasis added). Also note the language used in the Silversea notice cancelling our sailing "The cash refund of the booking cruise fare paid to Silversea will be credited to the original method of payment and could take up to 90 days to process, but will typically be received within 30 to 45 days of guest’s request, due to exceptional workload Silversea is facing." (emphasis in original). Has Silversea claimed that it timely transmitted all of these refunds that have taken 45, 60, 90 days or longer? If so, I have not seen any such communications or reports from Silversea. Have other cruise lines also made such claims? Do you have any evidence that it is the credit card issuers who are responsible for the delays? It would be very odd indeed if refunds processed by cruise lines are delayed because they are being "held up" by a multitude of credit card issuers, both here in the US and abroad, while refunds from every other industry are being promptly posted by those same issuers. The simple answer is the correct answer...refunds are being delayed by Silversea, not the credit card issuers. Therefore, based upon the facts and evidence that I have seen, I know of no basis to lay the issue of delayed refunds at the feet of credit card issuers. Instead, all available evidence (including the explicit language explaining their refund delays in Silversea communications) points directly to Silversea as being responsible for delays in processing and transmitting refunds for cancelled cruises. And while IANYL, in my considered legal opinion, Silversea is doing so in violation of 12 USC § 1026.12(e). And while the "exceptional volume of refunds" and "exceptional workload" explanations may have been reasonable in the initial weeks of the COVID crisis, considering that it has been over seven (7) months since COVID resulted in cancellation of cruises, Silversea has had more than ample time to reassign or hire staff and train them to process refunds. At this point, there is really no excuse. Of course, reasonable minds can disagree...😀
  18. If you are anxious to know US law on the subject, I provided the text of the applicable statute in a previous post: It is a subsection of Regulation Z which can be viewed many places online, including the CFPB here: https://www.consumerfinance.gov/policy-compliance/rulemaking/regulations/1026/
  19. Combine the cruise experience described in Terry's post with the substantial financial loss a passenger may incur if, with the new precautions, they are denied boarding or disembarked early....not a recipe that encourages one to book a cruise.
  20. Here's a point of reference for refund timing. Just over two weeks ago, I received a copy of the email Silversea sent our travel agent that the cash refund we demanded "has been processed today" but to allow additional time for the credit to post to our original method of payment due to volume of refunds. The following day, I contacted insuremytrip.com and requested cancellation of our trip insurance and a refund (which they are not required to provide, but are nonetheless doing). They indicated that it could take up to ninety (90) days to process due to the number of cancellations. Today, the full refund from insuremytrip.com posted to my credit card. So, Silversea cancels our sailing in mid-September. No refund yet, Silversea says it may take up to 90 days, violating both the terms and conditions of their cancellation policy and US law. I cancel travel insurance with insuremytrip.com sixteen days ago. Despite being under no obligation to do so, they agree to cancel and refund my payment in full. Received the full refund today. The luxury brand that prides itself on excellence fails. The travel insurance provider steps up and exceeds expectations and provides outstanding customer service. Guess which company has earned my respect and my continued loyalty? If I was in south Florida, I would seriously consider representing Silversea customers who have had delayed refunds. While a class action would almost certainly be denied class certification due to the Silversea terms and conditions, individual lawsuits would likely be successful under the provisions of US law cited earlier. And since each plaintiff would be able to recover a civil penalty of up to $1,000 plus court costs and attorneys' fees, the recovery of those court costs and attorneys' fees could make this a fruitful endeavor for both the customer and the attorney. Perhaps I should rent a second residence in Miami and get busy! 😄
  21. Thanks. I read their FCC terms and conditions to provide that once FCC was accepted and applied to a future booking, you could not longer receive a cash refund for any cruise purchased with FCC, whether cancelled by the customer or Silversea. So it doesn't appear that policy has changed. Appreciate your update.
  22. Is Silversea actually going to provide you with a cash refund, even though this cruise was booked with FCC? Or was the cruise booking simply transferred without the application of FCC? Sorry to hear of your situation, but it does reinforce our decision to demand a cash refund for our cancelled cruise and look elsewhere for cruise options once cruising returns to some semblence of normal.
  23. When the staff member in your congressional office contacts you with that information, if it is at variance to what I posted the other day (linked below), would you kindly ask her for the citation (statute or regulation)? While I endeavor to be accurate with the information I post, it is always possible for me to be in error. Doesn't happen too often, but it has been known to occur! 😉 https://boards.cruisecritic.com/topic/2751011-silversea-refund-processing-time/?do=findComment&comment=60393031 Thanks!
  24. Indeed but for most US residents, cruising from ports outside of the US is not feasible due to outright travel bans or lengthy quarantine periods imposed by most (if not all) countries from which cruises are currently departing. And like the restart of cruising from US ports or in US waters, at this point nobody knows when restrictions will be relaxed or restricted such that US residents can cruise if they so desire.
  25. As to the highlighted portion, not necessarily. If the reports are true, it only means that the CDC proposal to extend the No Sail Order to February 2021 was overruled and that it will only be extended until October 31 at this time. Just as has already occurred twice and will occur again today, the No Sail Order could again be extended on or before the reported October 31 end date. Whether another extension past October 31 is likely to happen, nobody knows at this point.
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