My husband and I booked a cruise--the first trip without our children in 5 years.
I
got sick over 2 weeks ago with a nasty, lingering upper respiratory
infection/virus that I STILL am not completely over. Knowing that our
cruise was fast approaching (May 7th), and having been told by my
doctor that he did not advise traveling to Mexico b/c of swine flu, we
contemplated canceling the vacation we had been looking forward to for
so long.
Daily, we watched the pandemic level for swine flu and
travel to Mexico raise from one risk level to the next. I called on
April 28th to speak to a manager about canceling my cruise, explaining
to him that I have been quite sick and was concerned about catching
swine flu. I was told by the manager that I would lose 1/2 of my $$
due to penalties. At this point, several airlines were not charging
fees to change tickets. I was confused as to how Carnival was not
concerned about swine flu. The manager told me that he would still go
if he were me--that if I ended up sick, the cruise line would
quarantine me to my stateroom with a guard outside. I told him that I
would speak to my husband and call back if we decided to cancel. I was
instructed by him to "be certain that I called back by April 29th to
retain any of my $$$, after that date, I would lose 100%".
On
April 29th, a toddler died in TX (where I live) from swine flu. Also,
the US government stated that all unnecessary travel to Mexico should
be avoided. That was enough for me. In addition to that, my husband
had caught the virus I had and was showing the beginning stages of my
nasty cold. I am a children's photographer in D/FW. I thought that I
did the right thing by canceling on April 29th. I did not want to get
sick myself, but certainly did not want to bring anything home to my 3
small girls or potentially infect one of the many newborns that I have
scheduled for May. I canceled and was told that I lost 1/2 of my $$
and would have to file with the travel insurance company to attempt to
get back the rest. Fine.
TODAY I was tipped off to log onto the
website that I booked this cruise through (vacationstogo.com) b/c there
was a notice about swine flu. I discovered that my cruise (May 7th
from Galveston) was completely canceled due to there were no options
for itinerary changes and that there would be a FULL refund and a $50
cruise credit to all affected. WHY AM I UPSET? The letter is dated
April 29th (the same day I canceled) from Lynn Torrent, Senior Vice
President of Sales and Guest Relations Refunds would be processed in 3
weeks (I am currently waiting 60 days for my partial refund). Why I am
being penalized for canceling a trip that was completely canceled by
Carnival? If I had canceled a week before, even days before the
release, I could find some understanding. That was not the case.
Upon
contacting Carnival, I was at first told by the rep that they
completely agreed that I should be given the same treatment as everyone
else whose trip was canceled that day. However, after they spoke with
a manager whom I was never allowed to speak with, I was informed that
my cruise was one of 4 (different ports) that was canceled and that
#1&2 were canceled on April 29th, but MY trip was canceled on April
30th and since I canceled on my own on the 29th, they are not giving me
a full refund. If you look at the letter from Lynn Torrent, it states
this--
"April 29, 2009
Dear Carnival Guest:
We need to make itinerary adjustments for our 4 and 5 day cruises from Galveston on departures
through May 11, 2009. We will now operate two 7-day cruises on May 2 and May 9.
The new 7-day cruises will visit Montego Bay and Grand Cayman.
Unfortunately, your 4-day cruise on May 7 will be cancelled. We sincerely apologize for
canceling this cruise. Unfortunately, there were no viable 4 day itinerary options available to us
given the current situation in Mexico.
We will provide you with a full refund of the cruise fare. In addition, we will also provide you
with a $50 per person onboard credit when rebooking on any Carnival cruise departing prior to
December 31, 2010. Refunds will be processed within three weeks."
This
appears to directly address those parties leaving from Galveston,
concerning the May 7th cruise. Again--DATED APRIL 29th. I was told by
the Carnival rep that they did not know that they were canceling the
Galveston cruise until April 30th--thus, no full refund for me. Why,
then, is this document concerning Galveston cruises on May 7th dated
April 29th??
My thoughts? They want to hold onto every
single penny that they can. they absolutely did the right thing by
changing ports and canceling cruises that they did not feel would
convey a true Carnival experience. I am upset, however, that they are
making poor excuses as to why I am not included in the refund. I
suppose that if I had just been more of a procrastinator and literally
hadn't called the cruise line to cancel when I did, then I would have
my money--all of it and much faster. I was informed by vacationstogo
that I apparently canceled a whopping TWO HOURS before they released
their cancellation of my cruise.