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terry&mike

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About terry&mike

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    Baton Rouge, Louisiana
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  1. You are in a more unique situation, in that you paid your travel agency for the cruise and taxes, rather than the cruise line directly. Generally speaking, in our industry, it is a red flag if a client is paying the travel agency for bookings, and then the travel agency is paying the travel provider. For example, any bookings that are processed by our agency, the charges on clients' credit cards are always from the travel provider directly, such as Holland America, Tauck Tours, etc, and never from our agency. Please do not misread this, as I am not saying that your travel agency did anything wrong, I am merely saying that in instances where I have seen problems arise in our industry, this has been a practice. Also, you are in Canada, so possibly things are different than in the U.S. But yes, HAL does all the refund and FCC processing and moves it along.
  2. You are welcome. I feel like if we all try to help wherever we can, we have the best chance of getting through this. I have had several clients rebook for same/similar itineraries in 2021, and put down the deposit. Once the FCC comes through, I'll post that. But I feel like everyone needs to move forward when it is comfortable for them. I understand that guests are frustrated with the time it is taking to process the refunds, FCC's, and the information being provided. All I can say, is that in talking to my connections inside the cruise lines, they are under a lot of pressure, busy beyond imagine, stressed, on the receiving end of many very unhappy phone calls, and working as fast as possible to get this right, all the while things keep changing in an issue they didn't create.
  3. Interesting. Yes, it is messy. These are untested waters and will require a bit of muddling around. I would think you could use an FCD bought on board for the deposit. Beyond that, I'm not sure how it would suss out.... I imagine some of this is still to be determined. As an agent, I am getting clarification on things from my Holland BDM (area rep) in writing through emails. As I know that things are changing often, and different programs are open to interpretation based on who is looking at them, I will be keeping a very organized paper trail. The best advice I can give during this time is to document everything - make notes as to date, time and person you spoke to, what was said. Keep a thorough paper trail. Also, if you are on the phone with a rep, I suggest that after getting a response to your questions, that you summarize your perception of the information back to them, something like, "what I understand you are saying is that if XXXX, then XXXX". And when in doubt, always practice HUCA (hang up, call again).
  4. Again, I don't know the particulars of your offer, and there are a few different offers out there, I'm not sure what your FCC will be. In using your example, you could book your cruise for $1340 ($1000 + $340) and apply your $350 credit card deposit. When your FCC comes through to you, apply the $1000 to the $990 balance due. Once that is done, I would request a $10 refund of the over payment back to your credit card. In this example, your full $1000 FCC is used to pay for cruise fare, and you have used your credit card to pay for the $340 taxes. Also, I see you are in Argentina, and things may be handled differently there; I am in U.S.
  5. As I don't have a client with this particular offer, and have not seen it, I am unfamiliar with it. Also, as I don't know the exact wording or fine print of this particular offer, I can only make assumptions. If it is truly 100% refund of the original cruise, and 100% of base fare as FCC, in using the example someone posted above of $2967 cruise fare + $410 taxes/fees, then you would receive a credit card refund of $3377x2=$6754, and you would receive $2967x2=$5934 FCC. I doubt you would receive anything on the taxes and fees on portion 2, as these are refundable items that have been refunded to you, not cruise fare (kind of like pre-paid gratuities). Again, these are only assumptions as I don't have information on the particular offer you have referenced.
  6. Taxes and port fees are refundable items when a cruise is cancelled, so yes, they are refunded to the credit card used to pay for them.
  7. In SilvertoGold's example, if they qualified for the 125% FCC, they should receive $3708.75 per person FCC, and they should receive $410 pp refunded to their credit card.
  8. Base fare is the amount of your cruise, such as $2699 per person for a balcony cabin. Taxes and Fees are the same as Taxes and port fees, these are fees that are refunded to your credit card.
  9. If they really need your "ticket number" this is a much longer number, usually around 13 numbers or so. You can often find this on your online receipt, or further down in your booking information.
  10. We still have a Scenic south of France booked for July 2020, and am hopeful it will go forward. Just lost a land trip to Kenya in May, that the tour provider cancelled, but am considering re-booking for September 2020. As soon as travel resumes, I will resume traveling.
  11. I have 4 clients who had their early May 2020 Greek Odyssey cruise cancelled by HAL. They rebooked the same cruise immediately for May 2021. With the 125% FCC, and just a little more of their own money, they were able to go from Ocean View cabins to Balcony cabins, and with the current "Have It All" promotion, get beverage packages, dining packages and pre-paid gratuities. They are happy and focused on their new trip.
  12. This is a charter group. In this case, these passengers have a booking, and a contract, with a company that chartered the sailing. That company has a contract with Royal. The passengers issue is actually with the company they booked through. The same is happening with a Dave Koz cruise in May, but it's not making news as it is a group of Jazz lovers, rather than medical personnel.
  13. I agree with Bgwest, I have found Steve to go above and beyond with providing answers and advice. He is an incredibly valuable resource.
  14. I find that the international airfares offered by cruise lines tend to be very competitive. And if you choose the Flexible fares option, also give you lots of leeway in changes, cancelling, etc.
  15. I received an FCC for a client yesterday, it did not include port fees/taxes. It also did not include their cruise line insurance. They did not pre-pay gratuities, so nothing there. Here is how it was calculated - Cost paid for cruise, less Casino Credits, less taxes and port fees, less cruise insurance; with refund divided exactly in half for each of the 2 people booked in the cabin.
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