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Refund Issue


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Hi, I would like to enquire if anyone else is having a problem securing a full refund from Royal Caribbean.

We were booked on the New Zealand cruise leaving Sydney on 29th Feb. Our flight connection to Sydney was via Hong Kong. We received an email from RC on 2nd of Feb. To inform us that we would be denied boarding due to Coronavirus and our transit airport. This was confirmed on Monday 3rd Feb and we were invited to cancel with a full refund over the telephone. We cancelled the following day.

We now seem to be in a dispute with Royal Caribbean as they say they can only give us a Future Cruise Cert. We don’t want to accept this as we need the refund to rebook a new vacation ASAP.

Their most recent press release dated 10th Feb. has stated the anyone travelling through  HK  and subsequently denied boarding, as is our case, will be issued with a full refund.

The correspondence with R C has highlighted an unusual stipulation referencing this statement. Apparently to avail of the full refund we would need to be physically denied at the Port of Sydney!  It’s rather a long way to go to receive a refund as we are travelling

from Ireland.

Surely as RC has frustrated their contract with us to fulfil our vacation booking we are entitled to a full refund and not a credit note!

 

I  would really appreciate any advice on this matter

Many Thanks!

Edited by Gardenaddict
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I don't have any advice for you on your refund, but you may want to change the title of the post so that it says a bit about what it is you are asking for.  Something like "Refund Problem?" will help you get answers from people who are going through the same thing.

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Garden Addict,

First off, Royal Caribbean tapes all their phone calls.   Prior to contacting Michael Bayley, deal with Customer Relations, Ask to speak to a supervisor, because, before your query goes to him (and you can only reach him through an email to customer relations in any event), get all your ducks in a row. 

 

Make sure that the agent actually told you - do you have that agent's name and the approximate hour of your call.  If the agent specifically told you that you would get a refund to the method of payment usually credit card then they will be obligated to process that refund to your credit card.  That is the key (a refund to your credit card must actually be mentioned in the call).  That is the only way you will get a refund to your card. If she only said refund or credit.  That may be a problem for you as then they have the right to issue a future cruise credit.   When an agent slips up and there is proof, Royal Caribbean will normally give in to the customer.  We have found this to be the case in our many dealings with RCCL over the years.  Good luck.      As an aside, did you try to change your flights so that you would not travel through Hong Kong on your way to Sydney.  Airlines, especially now, I believe have become a little more sympathetic to customers experiencing these nightmare travel issues.   Also what about any insurance.  Do you have any of that - travel insurance.  

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56 minutes ago, Gardenaddict said:

We now seem to be in a dispute with Royal Caribbean as they say they can only give us a Future Cruise Cert.

Welcome to CC.

 

You will find that some things take a few phone calls to resolve (you get different answers) - call back and you will likely get the answer you want.

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