Who can I talk to at Regent?

[CruzC2C]

We booked a Mediterranean cruise for July 2022, while on a December 2021 Regent cruise.  At the time we met all the Covid requirements for the July 2022 cruise but those requirements have since changed.   With the new requirements, we have gone from fully vaccinated to not vaccinated because of the new 270 day limit. Though we both had Covid in January 2022, the 180 day Covid Recovery Certificate exception will not apply to us (miss it by a couple of days).  Because it is a Mediterranean cruise we are being told we need to get a booster in order to cruise.  Because of health issues & concerns we have been told by doctors not to get the booster.  We are in a real pickle here.

Both my travel agent and myself have contacted Regent about the situation.   At the beginning of May 2022 I contacted Regent with concerns, I was told that the  requirements would be changing,  to hold on and don't cancel because we should be okay.  My travel agent contacted Regent this week and was told they expect requirements to change again by the end of June, and not to cancel.  But our agent was also told that if the new covid requirements still prevented us from the cruise that we would lose all our money and it would not be moved into Future Cruise Credits.  We have even tried to move to another cruise where we met current covid requirements but that would require cancelling this cruise with loss of our money and paying for a brand new one.  Doesn't seem fair or right.  It's not our fault the requirements changed.

We seem to be getting nowhere with the call center regarding this situation.  Does anyone have a number or name of a person we can talk to with Regent that has more authority and who can deal with our situation?

We have our fingers crossed that the supposed new covid requirements will allow us to make this cruise.  Really would love to continue sailing with Regent, we are Gold, but will cancel our 3 upcoming cruises if we can't get a better response than what we currently have been told.

Thanks for any help you can give us.  This is becoming extremely stressful.

 

[RetroRod]

Jennefer responded to a concern on Custom Air process and May be able to help you

 

Jennefer Teegen | Director of Guest Experience and Loyalty
P: +1 954.940.7217 

jteegen@rssc.com| www.rssc.com

Regent Seven Seas Cruises

7300 Corporate Drive, Miami  FL 33126

[CruzC2C]

Jennifer, Thank you. I past your information to my travel agent who called you yesterday and left a message to call her back.  We are looking forward to getting this resolved as soon as possible.  

[seaknots]

On 6/9/2022 at 8:13 PM, CruzC2C said:

we have been told by doctors not to get the booster.

why

On 6/9/2022 at 8:13 PM, CruzC2C said:

It's not our fault the requirements changed.

and not regents

[flossie009]

Can you claim for cancellation on your Travel Insurance if you have developed a medical condition that does not allow you to have the booster vaccination and therefore does not allow you to travel?

[flossie009]

I should add that I hope the requirements are relaxed before your cruise or that you can reach an accommodation with Regent.

Your Travel Insurance will hopefully fill the gap if all else fails.

[ysolde]

I agree with Flossie that if an accommodation cannot be reached with Regent, this seems like an issue for your travel insurance.  I do know that when I tested positive for Covid in January, a day or two before we were supposed to fly down for our cruise, Regent and our TA worked it out so that the amount we had paid for that cruise was credited towards another cruise we had booked (in 2024).  So now, that cruise is completely paid off, and we look forward to it.  Our travel insurance never had to get involved.  

[CruzC2C]

Update:  My TA is now working with someone with more authority.  We are a little more hopeful than a few days ago.   They believe Regent will be changing their current policy but we still do not know to what extent.  Hopefully we will know soon.

Our travel insurance is with a major travel company, but there is covid exclusion in the policy.  Will not cover any covid related issues.  Since this really isn't a covid issue but an embarkation issue, we are hoping they will cover us if we cannot sail.  

[Wendy The Wanderer]

Glad there's progress in resolving this. It seems to me that if Regent had a hand in persuading you not to cancel by implying that the regulations would be relaxed, then they have some kind of obligation to you.

[Travel2Learn]

Will the EU accept a medical waiver for the booster?  

[CruzC2C]

Another Update:  We talked with Regent again today.  We were told that it looks like they would not be changing their policy for the Mediterranean, seems there is a problem with Monaco.  We were told we would not be allowed on the cruise so we had to cancel.  Now that we have cancelled Regent  will make a decision on whether they will allow us to move our FCC to another cruise and refund the rest  or whether we lose everything.  TA has worked long and hard on this situation with Regent,  they are as frustrated as we are. We love Regent and would like to continue sailing with them but if things are not resolved we will be looking at other luxury cruise lines.  

[flossie009]

3 hours ago, CruzC2C said:

We were told we would not be allowed on the cruise so we had to cancel.  Now that we have cancelled Regent  will make a decision on whether they will allow us to move our FCC to another cruise and refund the rest  or whether we lose everything.

I do not understand why you have cancelled if you have not received the prior assurance that Regent will refund.

Is there now no chance that the rules will change before your cruise in July?

 

Hope you reach an equitable financial resolution through Regent or cancellation insurance.

 

 

[BearClaws]

CruzC2C,  can you give me the name of someone who can speak with authority about the Med. cruise vaccine requirements?  I have a similar question about my teen granddaughter’s vaccination.  Thank you!

[CruzC2C]

Flossie

We were told we would absolutely not be allowed to board the ship under Regents current policy in the Mediterranean. We were told that we needed to cancel our cruise in order for Regent to make a decision on how to move forward regarding our FCC and money.  So we now wait for their decision.  

[CruzC2C]

BearClaws

My TA called a Jennifer Teegen, who was recommended in this post.  My TA left a long message on Jennifer’s phone and some how my TA ended up with someone named Kevin.  Kevin has been helpful but cannot make the finish decisions regarding what happens with our FCC and money.  He has now turned everything over to someone higher up the ladder who can make that decision.  Kevin was able to give us information on requirements for Mediterranean cruise.  Check the second post on this thread for Jennifer’s phone number and email.  Hope everything works out well for you. 

[captn337]

Sorry you can't make it. Hopefully it gets resolved in your favor.

 

[flossie009]

6 hours ago, CruzC2C said:

We were told that we needed to cancel our cruise in order for Regent to make a decision on how to move forward regarding our FCC and money.

 

Sounds back-to-front (an impolite slang phrase actually came to mind 🤨)

 

Sorry you will miss the cruise, but hope you achieve a satisfactory financial outcome.

 

 

[CruzC2C]

Final Update:  Regent called today and informed us that they would be moving our FCC and money to our December cruise.  We are so relieved.

Regent told us that they looked at various ways which would enable us to take the cruise without a booster, but in the end there was just no working around the restrictions.  We appreciate the effort Regent made to try and make the cruise happen.   Once we got past the call center Regent was very responsive.  We are also extremely happy we didn't lose our FCC/money and that Regent was willing to work with us regarding this situation.  

Regent has shown once again why it is a world class cruise line and is supportive of its loyal clientele.  We look forward to sailing again with Regent.

[Pizzasteve]

removed

Edited June 21, 2022 by Pizzasteve

[giustot]

I'm glad the situation was resolved to your satisfaction. From what you've said, after you booked your cruise the rules changed over requiring a booster to board the ship. Your doctor advised not getting a booster for health reasons. Regent would have to deny you boarding through no fault of your own. Since the rules changed after you booked, I feel Regent owed you a refund without question. There was no reason to put you through such mental anguish a month before your cruise.

 

Having said that, I wouldn't be so sure a booster won't be required for your December cruise. We got Covid in March and were boosted in May. Our doctors said wait two months. Many say wait 1-3 months. Your doctor said don't get one at all. You might consider going back to him and reconsidering whether that is the best decision.

[asnaleah]

Very glad Regent did the right thing for you. 

[captn337]

Going to miss you on the cruise, but happy it was resolved in your favor.