AndieSF

True - but if the company values their customers, it may be also important for the company to show some acknowledgement and considerations. @Rothko1 I am not sure about your situation. For us, because we were flexible with our travel dates, we changed to another cruise (same itinerary, just a week difference) to cash out the difference.

It is not about others getting a better deal (still happy for those scenarios) It is about you could've paid a lot less for what you get. We are not talking about just few hundred dollars. In our case, it was several thousands.

I understand @Rothko1's scenario - many of us are in the same situation. It is not about what you get, but rather how much more you paid to get the same as others.

Can everyone tell me how easy is it to get in touch with your SS representative? It has been extremely difficult for me to get in touch with my SS representative. They ignore my emails and phone calls for simple questions and I am lucky if they get back to me within the same week. @dlcrowley I am so sorry you got the same response as I did! I agree - for the past 8 months I have not experienced the "ultra luxury cruise" service either. Looking at the recent Silversea overall reviews on the site, it appears even basic customer service is in question with this cruise line. There are way more negative reviews than positive ones --- and all center around "bad service". This is one of the most important and expensive trip for us, and yet, I have lack of confidence with SS.

@Rothko1 Have you logged in to your Silversea site lately? You may be able to find your new room on Endeavour - log in to the site and scroll down to the cruise under the Details tab of "My Bookings" @dlcrowleyWhen I reached out to them I got the msg below. And told me that going from Explorer to Endeavour IS the upgrade. According to SS, us getting moved to lower floor is not considered a downgrade - and they didn't (and still don't) care if we paid more than others and now getting the same. "Remember also Silversea made a huge investment to purchase this amazing ship known worldwide as the most luxurious expedition ship ever built. Silversea pushed to deliver this ship to guests booked on the explorer now to enhance your experience. They could have added new cruises on the Endeavour instead to make more money. Instead decided to surprise our Explorer guests with a nice gift on this amazing cruise." I hope they will do more for you than they did for us. This will likely be our first and last trip with SS.

I got the deck plan from the SS person yesterday (I hope I can attach it to the site.) They are not providing any explanation of the mapping of the rooms, but when I inquired about my situation, this was what I got in response: "Remember also Silversea made a huge investment to purchase this amazing ship known worldwide as the most luxurious expedition ship ever built. Silversea pushed to deliver this ship to guests booked on the explorer now to enhance your experience. They could have added new cruises on the Endeavour instead to make more money. Instead decided to surprise our Explorer guests with a nice gift on this amazing cruise." That was the answer I got --- not sure how they want me to interpret that other than "you are lucky to get what you can get"?

@dlcrowley Have you logged in to your Silversea site lately to see where your rooms are assigned on Endeavour? That is how we found out - not through our SS rep, not through any direct courtesy communication from SS, but by logging in to the site and scroll down to the cruise under the Details tab of "My Bookings" Same experience with air - after 5 months of agonizing stress of working with SS - SS kept ignoring and changing our flights and flying us all over the country before arriving Chili --- I cancelled my air portion with SS and made my own arrangements, and I realized I should've done so way sooner. With their "luxury, high end" branding/reputation, I was surprised and shocked on with their horrible air service... And now I am in shocked again how they are treating us as customers in general...

Right - I am surprised that we didn't get deck 7. I guess Silversea is NOT trying to be considerate of our situation. Majority of the travelers are upgraded - really cool for them. But Silversea has no plan to accommodate those who paid more from the start - at least not in our case. I gave up on them to be considerate with our flight arrangements, and now I giving up on them to be respectful to us in general. We will continue with this trip - but at this point, Silversea is not making us feel valued as customers, and we are unlikely to cruise with them in the future. (I did ask if we could downgrade to Vista prior to the release of our room on Endeavor, our rep told us no)

Right - I am surprised that we didn't get deck 7. I guess Silversea is trying to be considerate of our situation. Majority of the travelers are upgraded - really cool for them. But Silversea has no plan to accommodate those who paid more from the start but will get nothing, or perhaps less. I gave up on them to be considerate with our flight arrangements, and now I giving up on them to be respectful to us in general. We will continue with this trip - but at this point, Silversea is not making us feel valued in anyway, and we are unlikely to cruise with them in the future. (I did ask if we could downgrade to Vista prior to the release of our room on Endeavor, our rep told us no)

FYI - I just found out that we went from Veranda on Silver Explore (paid a lot more for the balcony) to deck 6 (mid range) in Silver Endeavour. There is no compensation - as expected, vast majority got the upgrade, we paid more to get the same.

I contacted Silversea today to ask about the "Transfer" of $50pp. Apparently, because I removed the air, they are charging me for "hotel at Punta Arenas to the airport for charter flight"--- and I must take that transportation because there is no other options. It doesn't make any sense to me, but they refused to credit me back. I gave up.

@les37b in Haneda Airport (Tokyo) you will need to go through custom checkpoints and transfer terminals. Flight door on the other side also closes earlier to meet the actual flight time... I think it is too risky.

@Port Power - thanks for the info! Right, they credited $1000 but they added $50 for "transfer". I plan to call them tomorrow and ask for a refund!

@cruiseej - I think I am seeing something else... our cruise has been changed 3x since the pandemic... I don't see "Private Executive Transfer"... just "Transfer" (after "Non-Used Air Credit") And it is popped up after we removed our flights, charging $50pp.

@les37b - I think anything less than 2 hour for flight connections at any airport is risky, especially for international flights. Not only you might need to run between the terminals and/or engage with securities and customs checkpoints, and you are at risk of missing your checked baggage to tight connections. I hope you can find a better flight arrangement for longer layover time!

@hsheffield - If you already paid your business upgrade, I think it is reasonable to assume you should get $2400 credit back pp. But I suggest you ask your SS agent - they can give you the info easily. In my case: I prepaid the economy for $1000pp at the time of booking. The upgrade was later made for $2498pp but it was not due until late Sept. It was impossible to get the actual flight reservations made, even with the supervisor - and with the help from everyone on this discussion, I decided to book on my own. I double checked with the agent and confirmed that I would be getting the $1000pp back (and removed the upgrade) --- I booked my flights directly on my own and cancelled my air with SS. Within a week I saw the credit back to my credit card. However, they only credited me $950pp - and on the statement, the $1000 pp air is gone, but they added "Transfer" $50 pp. With info from Jollyjones, I plan to call SS on Monday and ask about that. I don't need them to pick me up from my home to the airport for $50pp. I will reply when I know more.

@jollyjones - Thank you for your info! I just looked at the latest statement - on the "Transportation" section, I do not see "Home to Airport" and vise versa. Is it supposed to? I will check with them on Monday and confirm - and see if I can have them removed. I am only 8 miles away from the airport, UBER will be just fine 🙂

@cruiseej - Thanks for your idea .. I went back and compared with my previous statement from SS, and the only difference was they removed $1000 air pp, but added $50 for "transfer". I am not sure what that is, since they are actually not picking me up at the airport... I spoke with one of the agent yesterday and he confirmed that it is currently booked with MO for the night in Santiago. They just have not submitted the final name list yet.

@fyreus - I have not done one way... Just FYI - Today I got the air credit back from Silversea back to my credit card. It was $950pp, and not $1000pp previously suggested by the rep.

@goletans - that is a problem. I wonder why they did communicate via your main email address? Better, they skipped all of our email addresses and didn't communicate to us (I checked the spam inboxes, nada) 🙂

@goletans - Interesting! I didn't get a letter like that! But I also booked directly via Silversea (mistake #1), so I do not have a TA to reach their air department directly. But I must say, not only they didn't even try to accommodate, they requested for an additional surcharge to book my preferred flights, just to remove it 3 days later (but not the surcharge). I understand they are overwhelmed with existing bookings... but the flights we want for Nov/Dec have not changed. I think they could've avoided a lot of unnecessary headache from both fronts...

Initially (a month ago), Silversea told me it was going to be "Ritz Carlton or something similar". When I spoke to the agent yesterday to cancel my flights (after I found out they swapped my flights without letting me know) - the agent told me that it is "currently with MO, but it may change". I wanted to know which category of room Silversea selected, so I can reserve the same category room a night prior to avoid the need to change rooms. I emailed MO Santiago this morning and they responded that "Room’s availability is secured but the reservation hasn’t been made just yet, but anyways we always book DELUXE category for Silversea’s travelers so please consider booking this category when you proceed with this." So I booked a deluxe room at MO that is cancellable up to 24 hours prior arrivals.

I am with you. We are scheduled to go to the Explorer in late November. I think it will be an upgrade for vast majority of people, which is a great news. But since we paid more for a veranda, I feel like I should call them to downgrade us to the lowest room possible and get some refund 😞

@fyreus - I just checked with MO, from SCL to the hotel, they provide airport pick up service: Mercedes Benz E-Class (1-2 passengers) or Mercedes Benz V-Class (1-4 passengers) = $ 80.000 Chilean pesos each way (US$85.60) Alternative is via taxi, approx. US$20-32 Hope this helps 🙂

@fyreus - we gave up on Silversea Air today and booked our flights on our own. They will refund $1000 per person for standard economy tickets back to our credit card. We are planning to arrive one day early, so we will book one night at MO (so far they told me is at MO). And yes, we will need to find our ways to the hotel. I definitely felt better after having our flights reserved. I can't believe I let Silversea stressed me out over air arrangement for 5 months.