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Thank you Cruise Critic responders. Your input has really helped us to find some closure to this issue We emailed Jason Montague on Monday. We heard back from him this morning after 2 months of silence from the RSSC customer relations team: Three days later we received his apology and some feedback. See below: "My sincere apologies for your experience traveling back home. The unprecedented amount of recent airline cancellations and changes has caused significant issues unfortunately across the fleet. Typically when an airline cancels a flight the airline auto rebooks the canceled guests on another flight. This apparently happen for a few but not all of the guests. Unfortunately they also have not been proactive in notifying us directly on these cancellations so we were not aware of it either. I circled with the team and they are working on your refund for the reduced air passage you received and they should be in touch by early next week on this. Again my sincere apologies for the experience you encountered getting home." Our experience serves as a warning to future cruisers. It occurred during the spring of 2022, before the big airline fiasco this summer, when air travel was not so popular, and air travel has only gotten worse since then. The airlines are a MESS, even their pre-check app wasn't working. It was out for a long time. Call the airlines directly if their site is down. Communication between Regent and the airlines is weak. Always be prepared for a worse case scenario. Keep records of all transactions (i.e., air flight numbers, dates, names of people involved, etc.) Don't rely on RSSC Customer Relations to help. Start there, and then pass on the info to someone higher up, like Jason Montague. Above all, don't give up. Thanks again. We will be cruising with Regent again soon.

Thanks everyone for all the helpful input. We emailed Jay Montague, President & CEO of Regent, yesterday. We will share with you any reply we get or the time that has gone by with no response. A company like this, who prides itself on luxury/service and is competing with the likes of other ultra-luxury lines, should be held accountable for not living up to its motto: "World's Most Luxurious Line."

Thanks, will do.

Will do. We are going up the food chain and contacting the management this time.

British Air app was down all day of our departure date. The day before Regent sent us info on our departure with no mention of cancellation or re-routing. Other cruisers were notified. 6 other cruisers were not and left stranded. Regent even matched the time of the bus departure for us with the time of the cancelled flight, which we learned at the counter had been cancelled days ago. This was not a last minute cancellation.

It has been two months. On May 2th after our query, the Guest Relations Admin said he would get back to us. Then nothing.

I'm the original poster. To answer your questions: 1. We are techies and do check our flight status, but British Airways system was having technical problems the day before our flight. 2. We got an envelope with flight info the night before our flight from Regent, directing us to the flight that we found out later was cancelled at least a week before. Regent put us on a time designated bus to get us to the airport in time for the cancelled flight. 3. Other cruise passengers were booked on the same cancelled flight, but were notified by Regent days before that the flight had been cancelled. They were rebooked by Regent Air on another flight. 4. Regent dropped the ball with 3 couples, who were not notified prior to arriving at the airport. We were one of those 3 couples. 5. Regent currently has not explained to us what went wrong, has offered us no repayment for not flying business class, and has offered us no apology. In fact, they have gone mute. This is SO UNPROFESSIONAL.

When BA advised Regent, did Regent advise your TA? We had no knowledge of the cancellation. 2. When BA cancelled the original flight which alternative flight did they book you onto? Same day or next day? We, and other cruisers, were not booked on any other flight. 3. Did BA have your contact details? email and/or cell phone? Yes 4. Did you try to check-in on-line 24 hours before the flight? We tried, but it was out of order all day.

My husband just informed me that we booked and finalized our cruise arrangements directly with Regent. We didn't have/use a travel agent. We did report the issue to the Regent sales representative we worked with who promised to take action, but didn't. We had all our contact information filed with British airlines but received no communications from them. When we make travel arrangements ourselves, we do use an app on our phone to track our flights. We had confirmed our seats and other information prior to the cruise. Regrettably, we trusted Regent to take care of us as they had done such good job up until then. We understand that things can and do happen with flights. Our major complaint with Regent is that after many attempts to have them explain to us what happened and demonstrate some concern, they completely ignored our written communications. Their travel department asked for our seat numbers and flight information after we returned home. We provided that information more than a month ago and have yet to receive any acknowledgement or explanation for what happened.

Yes, Regent did know because we met other cruisers on the same flight back home who were notified by Regent that the other flight was cancelled. We did contact the TA, who contacted Regent. We also contacted Regent Service Dept, who said they would get back to us. They never did. Thanks for the advice, though.

We returned from a cruise on the Explorer from Trieste to Barcelona, April-May 2022. Regent booked all our flights but forgot to inform us that our flight home was cancelled days before our departure. NOTE: British Airways contacted Regent, not us, about the cancellation days before. Regent not only failed to tell us but also made no arrangements for a new flight. In fact, they scheduled us on a bus to the airport so that we could catch the cancelled flight. A few other passengers were in the same situation: stuck in Barcelona without a flight home. After a nightmarish scenario, British Airways raced us through miles of the serpentine airport to catch another flight. We were all out of breath and drenched in sweat. Although we were originally booked in business class, we were separated and had to sit at the back of a crowded plane among strangers during a pandemic. Regent, so far, has done nothing to mitigate its big mistake after 3 months. They are passive resistant and won’t reply to our numerous queries. We paid for business class and got the cattle car without a refund. Regent likes to call itself the most luxurious cruise line on earth. I cannot recommend such an unprofessional, unorganized company. BEWARE!