topic Re: Cruise Line Refuses Refund in Community Chat

Cruise Line Refuses Refund

pinkskates4 — Sun, 27 Jul 2014 20:45:10 GMT

A cruise ship is refusing to let a New York couple re-book a dream summer vacation after their 5-year-old boy was unable to go on the trip because he was diagnosed with cancer.

The parents of Nicolas Colucci say Norwegian Cruise Line is refusing to accommodate them, citing its cancellation policy.

The family-friendly cruise, in partnership with the Nickelodeon channel, was scheduled to start on June 1, but Nicolas got sick on May 19. He was diagnosed with a cancerous tumor in his liver, and had surgery a few days later. He is still undergoing chemotherapy.

The cruise line says any cancellation within 14 days or less of the sail date is subject to a 100 percent cancellation fee. Now, the boy’s family is out $4,000.

“They said we should have gotten insurance, traveler’s insurance,” Tara Colucci told “Fox & Friends“ Sunday.

Philip Colucci told the show he couldn’t believe the cruise line’s stance. “I felt that a cruise line that is family-oriented, who caters to families . . . it was a Nickelodeon cruise; I was just astounded,” he said. “I couldn’t believe that they wouldn’t have helped us out.”

Norwegian issued a statement to “Fox & Friends” saying, “Our hearts, thoughts and prayers are with the Colucci family and we wish Nicolas a speedy recover. . . After reviewing the request of the Colucci family, we spoke with the family and explained that while we couldn’t make an exception to our policy, we would assist them when they were ready to re-book their cruise.”

http://www.foxnews.com/us/2014/07/27/cruise-line-refuses-to-re-book-family-vacation-after-5-year-old-diagnosed-with/

Not sure how I feel about this. While I have tremendous sympathy for the family, I can also understand the Cruise Line's position.

If they'd had insurance, they'd be covered. I get that this is a 5 year old boy - and they certainly never expected him to get sick, but would it be any less tragic if an older person had a heart attack (and recovered) - should the cruise line waive the rule about needing insurance to be reimbursed in that case too?

Re: Cruise Line Refuses Refund

Lucky Charm — Sun, 27 Jul 2014 20:50:12 GMT

The family didn't get the traveler's insurance, yet want the policies benefits?

Re: Cruise Line Refuses Refund

pinkskates4 — Sun, 27 Jul 2014 20:53:10 GMT

On 7/27/2014 Lucky Charm said:
The family didn't get the traveler's insurance, yet want the policies benefits?

Essentially. They want the cruise line to make it good - refund their money so they can rebook another cruise later (or just give them a free cruise later - whichever is more beneficial financially for them.)

Re: Cruise Line Refuses Refund

tansy — Sun, 27 Jul 2014 20:55:15 GMT

Sad story but I can understand the cruise line's stance:/

Re: Cruise Line Refuses Refund

pinkskates4 — Sun, 27 Jul 2014 20:57:45 GMT

Apparently after they went on TV and complained, another cruise line offered them a free cruise.

“It’s not like our son got the flu or a cold and we couldn’t go,” Tara Colucci told MyFoxNY Thursday. “I just never imagined, especially a company as big as Norwegian, that they would be so heartless, basically.”

After the MyFoxNY story, the CEO of another cruise line called the Coluccis, who live in North Babylon, Long Island. He offered them a free cruise with Nicolas and Nicolas’ younger brother when they are ready.

Tara Colucci told “Fox & Friends” the CEO's offer was amazing. She also said she would advise other parents planning a family cruise to take out traveler’s insurance or maybe choose a different company.

Re: Cruise Line Refuses Refund

Marienkaefer2 — Sun, 27 Jul 2014 21:02:46 GMT

I worked in the travel industry for several years. I worked for two airlines, and an international tour company.

There is no such thing as "never" or "can't."

I agree that the family should have purchased insurance for a big trip like this. However, this was such an extreme situation, that they could have been accommodated in some way.

The following statement tells me something: "...we would assist them when they were ready to rebook their cruise."

This tells me that they will probably give them some kind of credit for another cruise. Maybe charge some sort of cancellation fee, and apply the balance toward the new cruise.

They're not going to come out and announce it, therefore giving the impression that travel insurance isn't necessary. But quietly, yes I think they will accommodate in some way.

Re: Cruise Line Refuses Refund

pinkskates4 — Sun, 27 Jul 2014 21:06:48 GMT

On 7/27/2014 Marienkaefer2 said:
I worked in the travel industry for several years. I worked for two airlines, and an international tour company.

There is no such thing as "never" or "can't."

I agree that the family should have purchased insurance for a big trip like this. However, this was such an extreme situation, that they could have been accommodated in some way.

The following statement tells me something: "...we would assist them when they were ready to rebook their cruise."

This tells me that they will probably give them some kind of credit for another cruise. Maybe charge some sort of cancellation fee, and apply the balance toward the new cruise.

I noticed that statement too. However, I think they wanted a guarantee that they would at least be completely reimbursed for this trip - if not assured that the next cruise would be free.

Re: Cruise Line Refuses Refund

pinkskates4 — Sun, 27 Jul 2014 21:08:58 GMT

On 7/27/2014 Marienkaefer2 said:
I worked in the travel industry for several years. I worked for two airlines, and an international tour company.

There is no such thing as "never" or "can't."

I agree that the family should have purchased insurance for a big trip like this. However, this was such an extreme situation, that they could have been accommodated in some way.

The following statement tells me something: "...we would assist them when they were ready to rebook their cruise."

This tells me that they will probably give them some kind of credit for another cruise. Maybe charge some sort of cancellation fee, and apply the balance toward the new cruise.

They're not going to come out and announce it, therefore giving the impression that travel insurance isn't necessary. But quietly, yes I think they will accommodate in some way.

Again, that's what I thought too - and I also think they told the couple what they were willing to do. I think the couple then went public to shame them into doing more.

Re: Cruise Line Refuses Refund

Marienkaefer2 — Sun, 27 Jul 2014 21:11:15 GMT

Dagna, ITA.

But, although I feel really sorry for their son and what their family has gone through, they were remiss in not buying insurance. Anything could happen. Therefore, imo, they are not in a position to require guarantees.

You get more bees with honey.....

Re: Cruise Line Refuses Refund

Marienkaefer2 — Sun, 27 Jul 2014 21:12:41 GMT

On 7/27/2014 Dagna said:
On 7/27/2014 Marienkaefer2 said:
I worked in the travel industry for several years. I worked for two airlines, and an international tour company.

There is no such thing as "never" or "can't."

I agree that the family should have purchased insurance for a big trip like this. However, this was such an extreme situation, that they could have been accommodated in some way.

The following statement tells me something: "...we would assist them when they were ready to rebook their cruise."

This tells me that they will probably give them some kind of credit for another cruise. Maybe charge some sort of cancellation fee, and apply the balance toward the new cruise.

They're not going to come out and announce it, therefore giving the impression that travel insurance isn't necessary. But quietly, yes I think they will accommodate in some way.

Again, that's what I thought too - and I also think they told the couple what they were willing to do. I think the couple then went public to shame them into doing more.

ITA!!

(We must have been posting at the same time)...

But, looks like they are getting their free cruise elsewhere, so.....

Re: Cruise Line Refuses Refund

KathyPet — Sun, 27 Jul 2014 21:32:48 GMT

They want a special exception made for them by the mean old cruise line???? That is what cruise insurance is for. They chose not to purchase it.

Re: Cruise Line Refuses Refund

ROMARY — Sun, 27 Jul 2014 21:38:37 GMT

Always buy travel insurance. Never know what will happen before the trip. Sending their dear son best wishes for an easy and quick recovery. Glad they will all be able to enjoy another cruise on another cruise line.

Re: Cruise Line Refuses Refund

Sunshine Kate — Sun, 27 Jul 2014 21:44:31 GMT

They should have purchased insurance.

Blessings to this family and little boy.

Re: Cruise Line Refuses Refund

circles — Sun, 27 Jul 2014 21:53:21 GMT

I don't travel so I know little to nothing about travel insurance...I just know that with kids anything can go wrong....certainly no one expects cancer...however so many other things come up with little ones....

I don't know how much the couple saved by not buying insurance....whatever it was....it was a big mistake...not sure I feel an exception should be made for them....if the cruise line said they would work with them...what more do they want....they sound like bullies...

Re: Cruise Line Refuses Refund

MarthaStewardess — Sun, 27 Jul 2014 22:09:41 GMT

Sorry that the kid is sick, but they should have bought travel insurance. I really don't feel that exceptions should have been made for them. It was their mistake, not the cruise line's.

Re: Cruise Line Refuses Refund

Vivian — Sun, 27 Jul 2014 22:21:03 GMT

Yes, travel insurance would have made this case easier. However, someone in authority at the cruise company could have done something extraordinary in this extraordinary situation. The family could have been offered a raincheck to be used when the child is better. What great publicity it would have been for the company in addition to a being a simpe human kindness. Cruise lines already have a boatload of bad publicity (pun intended), with gastrointestinal illness, mysterious deaths, missing people, and fires among the many problems passengers have faced. What a missed opportunity for the cruise line and how cruel and greedy they seem.

Re: Cruise Line Refuses Refund

Linders Back — Sun, 27 Jul 2014 22:28:05 GMT

On 7/27/2014 MarthaStewardess said: Sorry that the kid is sick, but they should have bought travel insurance. I really don't feel that exceptions should have been made for them. It was their mistake, not the cruise line's.

Exactly. The child could have just as easily fallen off his trike and broken his arm, been stung by bees and gotten an allergic reaction .... . Plus they mention they have another child, so double the chances of something happening that would preclude cancelling the trip. Throw in the crazy weather, and there are millions of reasons you may not be able to take a planned trip.

Trip insurance is cheap. If you can afford a cruise, you can afford the insurance. I would never think of booking any "vacation of a lifetime" without it.

We have only had to use it once, but got a complete refund from the cruise line with no questions asked. (One member of our party decided she didn't feel up to the trip and would be a burden, so we all got a complete refund).

I'll side with Norwegian on this one. They are a business, not a charity. Should all the people who bought insurance for the cruise and went on it demand a refund because they didn't need it? Makes as much sense. "Big bad cruise line charged us for insurance we didn't need and won't refund our money".

Edited to add: he FOX headline is misleading:

<h1>Cruise line refuses to re-book family vacation after boy diagnosed with cancer</h1>

They did NOT refuse to rebook the family, they said they would work with them. They just refused to refund their money which was their legal right.

Re: Cruise Line Refuses Refund

terrier3 — Sun, 27 Jul 2014 22:30:49 GMT

On 7/27/2014 MarthaStewardess said: Sorry that the kid is sick, but they should have bought travel insurance. I really don't feel that exceptions should have been made for them. It was their mistake, not the cruise line's.

Not to worry...after their TV appearances, they will make enough money for a trip around the world, and maybe a few years college tuition too.

Re: Cruise Line Refuses Refund

KathyPet — Sun, 27 Jul 2014 22:36:34 GMT

people who go to,the media to attempt to get "special,benefits" by attempting to embarrass companies publicly just annoy me. This is a sad situation no doubt but I am sure there are a lot of sad situations that cause people to cancel vacation plans last minute. They rolled yhe dice and chose not to buy insurance and now they want to be made whole for their bad decision. Norwegian should not have caved.

Re: Cruise Line Refuses Refund

GCR18 — Sun, 27 Jul 2014 22:50:30 GMT

It is a difficult situation. The cruise line is right, insurance was available and the family chose not to buy it. Saying they refuse to give a refund sounds heartless, but they have to draw the line somewhere. They have a policy for this type of thing.