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Jun 2, 2020
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Before we ask Elliott advocates for help, should we contact the cruise line management for their help in refunding our money vs receiving a credit. My husband is undergoing chemo and may not be able to travel n the future/
 

Patina

Verified Member
Dec 22, 2015
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You should begin by giving us some basic details of your situation. Just the facts such as which cruise line, when, where, what are the terms of the booking, did you purchase travel insurance.
 
Jun 2, 2020
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We booked directly with MSC after receiving a casino cruise certificate for an interior stateroom. We upgraded to a balcony stateroom. Our departure date was 3/10/20 on the MSC Divina out of Miami. We did purchase travel insuraance. We are both 73 years old. On 3/4 my husband had to go to Urgent Care and on 3/6, I had to go. Both of us were put on antibotics and treated for an acute respiratory infection. The doctor gave us a letter advising advising us not to travel and be under medical observation. That letter was sent to MSC in early May. We called MSC on 3/7, told them what the doctor said and was told a new cancellation policy was being published on 3/9 and to call back then. We didn't cancel yet. During that call MSC asked if we wanted a refund for our drink package. We accepted it. We called on 3/9 and were told our case was being reviewed. After several calls, it was suggested on 4/6, that we put our request for a refund in writing despite our numerous calls requesting the same. We didn't get a final reponse until 5/14/20, when we given a cruise certificate credit. So this is where we are.
 
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justlisa

Feb 12, 2019
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Was your insurance bought through MSC? Even if so you would need to deal with the travel insurance to get reimbursed through them.

Did you ever actually cancel the cruise? Or were you no shows? (I'm pretty sure the 3/10 cruise would have sailed but not 100% as I was on a cruise myself then.)

It sounds like you weren't due a refund from MSC due to their policies, but if you didn't sail because of a covered reason (which it sounds like you had based on the doctor's note) then it likely would be covered by most travel insurance (if it was actually travel insurance). I'm not sure if you would have needed to actually cancel it in order to be reimbursed by insurance. Do you have a copy of your insurance policy?
 
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Jun 24, 2019
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The insurance policy will also reveal, hopefully, if there is coverage for the cruise certificate. I doubt that there is.
 
Sep 9, 2018
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We called MSC on 3/7, told them what the doctor said and was told a new cancellation policy was being published on 3/9 and to call back then.

While @justlisa asked all the right questions, my question is if what MSC said is true, can they change a cancellation policy after the final payment has been made? It may have absolutely nothing to do with the OP's situation, but I find that to be a curious statement and wonder if it's possible that MSC actually said this.
 

justlisa

Feb 12, 2019
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@Pixie Pie It seems like the consensus is that they can make it more lenient/choose not to enforce the penalties in the contract if they want to. (However making it more strict is not an option.) I don't follow MSC closely, but they were likely rolling out something similar to the other line's cancel for a FCC offers. Changing the cancellation policy is essentially what all the cruise lines and airlines are doing so I assume it's legal. But I doubt anyone is going to sue for getting a voucher for future travel on a non-refundable fare that they canceled and per the terms should have lost 100% of the value. ;)
 
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Patina

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Dec 22, 2015
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@Patina It seems like the consensus is that they can make it more lenient/choose not to enforce the penalties in the contract if they want to. (However making it more strict is not an option.) I don't follow MSC closely, but they were likely rolling out something similar to the other line's cancel for a FCC offers. Changing the cancellation policy is essentially what all the cruise lines and airlines are doing so I assume it's legal. But I doubt anyone is going to sue for getting a voucher for future travel on a non-refundable fare that they canceled and per the terms should have lost 100% of the value. ;)
I think you meant to tag @Pixie Pie not me :)
 
Sep 9, 2018
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@Pixie Pie It seems like the consensus is that they can make it more lenient/choose not to enforce the penalties in the contract if they want to. (However making it more strict is not an option.) I don't follow MSC closely, but they were likely rolling out something similar to the other line's cancel for a FCC offers. Changing the cancellation policy is essentially what all the cruise lines and airlines are doing so I assume it's legal. But I doubt anyone is going to sue for getting a voucher for future travel on a non-refundable fare that they canceled and per the terms should have lost 100% of the value. ;)
@justlisa Thank you! That answers it perfectly!!! You are a wealth of knowledge!! :)
 
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jsn55

Verified Member
Dec 26, 2014
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Before we ask Elliott advocates for help, should we contact the cruise line management for their help in refunding our money vs receiving a credit. My husband is undergoing chemo and may not be able to travel n the future/
Unless I'm missing something your first step is to submit a claim to the travel insurance.
 

Neil Maley

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Dec 27, 2014
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Unless I'm missing something your first step is to submit a claim to the travel insurance.
Exactly.

Your cruise date was before March 14, which is when MSC canceled their cruises and you would have been eligible for a full refund.
All you needed to do was file a claim with the insurance company and not go through MSC. Please file an insurance claim and provide the paperwork from the doctor saying you couldn’t travel. That is what the insurance is for.