Nobody books a cruise hoping to feel seasick or lose time at a favorite destination. I understand being disappointed. But when weather changes a sailing, my first question is whether the cruise line is making a safe decision.
Two complaints, opposite decisions
In today’s video, I discuss a Vision of the Seas passenger who said the ship should have waited in Bermuda before returning to Baltimore. The passenger described anxiety and seasickness and complained about receiving no compensation. That is a passenger account, not a finding that the captain made an unsafe decision.
Then there is the opposite situation: Virgin Voyages delayed a sailing, shortened its Bermuda visit and offered credits. Some passengers still wanted more, including a cash refund. That is why I think these decisions can put cruise lines in a no-win situation.
What Virgin offered on the Bermuda sailing
VV Insider’s report of Virgin’s September 27 arrangements says Valiant Lady’s five-night Bermuda voyage had late boarding in New York, a planned noon departure the following day and a single 9 a.m.–4 p.m. Bermuda visit instead of an overnight.
Passengers continuing with the voyage were offered $200 in non-refundable onboard credit and $200 in future voyage credit per person. Those are two separate credits, not a $400 cash refund.
The report also describes an option for eligible passengers unable to reach New York because of the disruption to discuss moving to another sailing with future voyage credit equal to their voyage’s value. My video describes the cancellation alternative more broadly; passengers should confirm their own eligibility and terms with Virgin.
I think the credits were a meaningful gesture
That is my opinion. Passengers could still take the revised cruise, and the offer gave them something to use onboard and toward another sailing. I would appreciate that.
I also understand that a future credit may not solve somebody’s problem. If they cannot take another trip soon, it is not as useful as cash. Cruise lines should communicate clearly, and guests can reasonably ask questions about the alternatives. But disappointment alone does not tell us what compensation is required.
Read the terms before assuming a refund
Virgin’s ticket contract for guests outside the UK and EEA reserves broad rights to change sailings and ports, including in adverse weather. Different residence-based contracts apply, and a cancelled voyage is a different situation from a changed port visit. Check the terms for your booking and any applicable protections rather than assuming every disruption has the same refund outcome.
The sea can change quickly
My experience operating boats around South Florida taught me how quickly conditions can turn. An inlet that seemed manageable earlier can look very different after the wind picks up. A delay, a different route or a missed port may be frustrating, but I want the people responsible for the ship to put safety first.
We also cannot judge a captain’s decision just from how rough a sailing felt. Passengers experience the conditions onboard; the bridge has to consider the route, forecasts, port access and the options available.
I would absolutely be disappointed to miss a port I had been looking forward to. I would still rather get home safely. Both feelings can be true.
Sources: My October 6 cruise news video, VV Insider’s sailing report and Virgin’s published ticket contract. Passenger complaints are attributed accounts; judgments about the credit offer are my opinion.
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