Beware of the Cancellation Policies if the cruise is changed.

[Unhappy campers]

We booked a Cruise to go to South America and Antarctica with Oceania. Within a month of booking this cruise they completely removed the Antarctica portion of the cruise. As this was our main purpose for booking the trip we decided to cancel the cruise. In our opinion Oceania should have waived the $ 150 per person cancellation fee as the change was so significant, however they steadfastly refused to do this and kept $ 300. I have seen reviews where this has happened to other customers of Oceania so I would be very wary of booking cruises with them, They have shown a tendency to make major changes and yet be unwilling to adjust their policies when customers want to cancel due to these changes. We will never consider booking with Oceania again because of this tendency and their unwillingness to adjust their policy and neither should you. Beware.

[clo]

I hope someone will provide the link to that lengthy thread regarding the Middle East mess.

[shepherd really]

1 hour ago, Unhappy campers said:

We booked a Cruise to go to South America and Antarctica with Oceania. Within a month of booking this cruise they completely removed the Antarctica portion of the cruise. As this was our main purpose for booking the trip we decided to cancel the cruise. In our opinion Oceania should have waived the $ 150 per person cancellation fee as the change was so significant, however they steadfastly refused to do this and kept $ 300. I have seen reviews where this has happened to other customers of Oceania so I would be very wary of booking cruises with them, They have shown a tendency to make major changes and yet be unwilling to adjust their policies when customers want to cancel due to these changes. We will never consider booking with Oceania again because of this tendency and their unwillingness to adjust their policy and neither should you. Beware.

What was the date of this cruise? It seems odd that this hasn't come up before.

[Unhappy campers]

The cruise is not scheduled until January 26, 2025 aboard the Marina.  They renamed it from “Tropics to Antarctica” to “Radiant Brazil & Argentina”.  It used to include 3 days of “Cruising the Antarctic Peninsula”.  (We realize this was a ‘drive by’ but was something we were wanted to see.)

[QuestionEverything]

40 minutes ago, Unhappy campers said:

The cruise is not scheduled until January 26, 2025 aboard the Marina.  They renamed it from “Tropics to Antarctica” to “Radiant Brazil & Argentina”.  It used to include 3 days of “Cruising the Antarctic Peninsula”.  (We realize this was a ‘drive by’ but was something we were wanted to see.)

I appreciate you posting this situation. Thank you.

The product offering was substantially changed - therefore Oceania should have waived any penalties.

I share your perspective on Oceania, I too am wary of this cruise line.

I have one cruise booked in Jan 25, will see what happens. 

Have no further cruises booked with Oceania due to their Simply More mandatory payment for booze (which neither of us use) and shore excursions (not much interested, we do our own, or with others).

You are the boss of your purchases, no one else.

Stick to your approach indeed.

 

[edgee]

2 minutes ago, QuestionEverything said:

I appreciate you posting this situation. Thank you.

The product offering was substantially changed - therefore Oceania should have waived any penalties.

I share your perspective on Oceania, I too am wary of this cruise line.

I have one cruise booked in Jan 25, will see what happens. 

Have no further cruises booked with Oceania due to their Simply More mandatory payment for booze (which neither of us use) and shore excursions (not much interested, we do our own, or with others).

You are the boss of your purchases, no one else.

Stick to your approach indeed.

 

I could not agree more. Simply More, not expanding shore excursion availability to meet increased demand, cancellation penalty, confusing promos, significantly changing itineraries with no opt out opportunities, added confusion/changes to book on board benefits, all in all not a good look for a cruise line we have really enjoyed. Still a great product, but will now book more cautiously and O will no longer be our automatic "go to" cruise line.

[Torquer]

@Unhappy campersI fully agree with you.  Since the cruise itinerary changed dramatically, such that they had to change the title of the cruise, you should be entitled to a full refund.  I would keep complaining, including writing a letter the president of O (use US mail, not email).  Now some people will probably state the cruise contract allows them to do this, and legally then can, but it is just not good for their business.

Edited January 19 by Torquer

[QuestionEverything]

19 minutes ago, edgee said:

I could not agree more. Simply More, not expanding shore excursion availability to meet increased demand, cancellation penalty, confusing promos, significantly changing itineraries with no opt out opportunities, added confusion/changes to book on board benefits, all in all not a good look for a cruise line we have really enjoyed. Still a great product, but will now book more cautiously and O will no longer be our automatic "go to" cruise line.

edgee, I support your assessment.

There are more of us out there then the "influencers" want to admit.

Check out Celebrity, the long time customers are leaving in droves and moving up to premium which is Oceania/ Az and the luxury. Celebrity is hemorrhaging long time customers, but being filled by newbies who will be exploited.

I suspect, they will fill our spots on Oceania, because they do not know the history of the product.

The food chain of customers and cruise lines is being disrupted significantly.

We are moving most of our travel $ to escorted land vacations and driving trips in North America.

I have lost my trust in any of the cruise lines.

[QuestionEverything]

Everyone.

I would also engage the Credit Card Dispute option for situations where the product is substantially changed and the provider will not accept cancellation.

Do this with this particular cruise.

You have nothing to lose and much to gain.

 

[clo]

1 hour ago, Torquer said:

@Unhappy campersI fully agree with you.  Since the cruise itinerary changed dramatically, such that they had to change the title of the cruise, you should be entitled to a full refund.  I would keep complaining, including writing a letter the president of O (use US mail, not email).  Now some people will probably state the cruise contract allows them to do this, and legally then can, but it is just not good for their business.

Just because they CAN do something doesn't mean they should. These aren't small amounts of money that are changing hands. I'm getting better service than this from AMAZON!!!

[dock]

Thanks for posting. Do let us know how it works out if you dispute with CC company. 
 

[Sthrngary]

15 hours ago, Unhappy campers said:

We booked a Cruise to go to South America and Antarctica with Oceania. Within a month of booking this cruise they completely removed the Antarctica portion of the cruise. As this was our main purpose for booking the trip we decided to cancel the cruise. In our opinion Oceania should have waived the $ 150 per person cancellation fee as the change was so significant, however they steadfastly refused to do this and kept $ 300. I have seen reviews where this has happened to other customers of Oceania so I would be very wary of booking cruises with them, They have shown a tendency to make major changes and yet be unwilling to adjust their policies when customers want to cancel due to these changes. We will never consider booking with Oceania again because of this tendency and their unwillingness to adjust their policy and neither should you. Beware.

@Unhappy campers Welcome to CruiseCritic.com and to the Oceania Board.  Anyone who has cruise any brand has had an issue from time to time. The longer you cruise the higher potential to have an issue. Oceania is within their rights to charge you the fee.  It is part of the agreement you make when you provide a deposit. That does not make it right though.  I think you are here to find ways to resolve this issue rather than to complain. My approach is not embraced by all but has worked well for me. $300.00 fee will not" bankrupt any of us but it is the principle of the thing. 

 

Write a well thought out letter to the four key executives at Oceania.  Look up the company executive online.  The fact is, Oceania is within their rights so you are asking for what I call a, "Professional Courtesy".  Explain your reasoning, never (not saying you would) threaten, stay on point, and give a realistic resolution.  The better the letter, the better the result.  Allow your Travel Agent to take the first stab, if no travel agent then it is up to you.  Send the letter signature required. Wait two weeks and send the letter again.  Usually, at least for me, it is resolved in days. 

 

I hope this resolves itself for you quickly.  Sorry for your issues.

 

Cruise well and enjoy every moment. 

[MEFIowa]

Did you purchase travel insurance shortly after booking the cruise? If you did, check its terms and conditions. (But I'd also go with the credit card dispute.)

[pinotlover]

I believe we’ve been gradually set up for this “ bait and switch “ for awhile . Look at all the ports skipped or port times reduced before the ship ever sails. Nothing new here.

 

I’m sure this is where certain posters tell us the Jan 25 itinerary was changed because of forecasted bad weather. 🙄

[osandomir]

20 hours ago, Unhappy campers said:

We booked a Cruise to go to South America and Antarctica with Oceania. Within a month of booking this cruise they completely removed the Antarctica portion of the cruise. As this was our main purpose for booking the trip we decided to cancel the cruise. In our opinion Oceania should have waived the $ 150 per person cancellation fee as the change was so significant, however they steadfastly refused to do this and kept $ 300. I have seen reviews where this has happened to other customers of Oceania so I would be very wary of booking cruises with them, They have shown a tendency to make major changes and yet be unwilling to adjust their policies when customers want to cancel due to these changes. We will never consider booking with Oceania again because of this tendency and their unwillingness to adjust their policy and neither should you. Beware.

I completely understand your frustration. Sure some posters here will jump in saying that Oceania can do this per their contract and just because they are always right. But I believe that this particular cruise was booked by many for the opportunity to sail in the Antarctic waters, so eliminating this part for whatever reason a year in advance made it a completely different product. It’s not like just missing some port weather or something else related. Subject to a credit card dispute like others suggested.

 

A good business practice on Oceania part will be allowing people to cancel without penalty and giving some credit to those who are willing to stay. I believe that good reputation should mean something for Oceania as well.

[Yesimapirate]

6 hours ago, Sthrngary said:

@Unhappy campers Welcome to CruiseCritic.com and to the Oceania Board.  Anyone who has cruise any brand has had an issue from time to time. The longer you cruise the higher potential to have an issue. Oceania is within their rights to charge you the fee.  It is part of the agreement you make when you provide a deposit. That does not make it right though.  I think you are here to find ways to resolve this issue rather than to complain. My approach is not embraced by all but has worked well for me. $300.00 fee will not" bankrupt any of us but it is the principle of the thing. 

 

Write a well thought out letter to the four key executives at Oceania.  Look up the company executive online.  The fact is, Oceania is within their rights so you are asking for what I call a, "Professional Courtesy".  Explain your reasoning, never (not saying you would) threaten, stay on point, and give a realistic resolution.  The better the letter, the better the result.  Allow your Travel Agent to take the first stab, if no travel agent then it is up to you.  Send the letter signature required. Wait two weeks and send the letter again.  Usually, at least for me, it is resolved in days. 

 

I hope this resolves itself for you quickly.  Sorry for your issues.

 

Cruise well and enjoy every moment. 

I would take a similar approach.   However,  I'd ask as a courtesy to let you transfer you booking to another cruise with no penalty as a one time courtesy.   You may not be happy but they're doing whatever the contract says they'll do so offering something in the middle is far more likely to get you a resolution. 

[SATaxman]

16 minutes ago, Yesimapirate said:

I would take a similar approach.   However,  I'd ask as a courtesy to let you transfer you booking to another cruise with no penalty as a one time courtesy.   You may not be happy but they're doing whatever the contract says they'll do so offering something in the middle is far more likely to get you a resolution. 

The "penalty" would be both the cancellation fee and the reduced excursion amount on SM after January 1st this year. Make sure, if they are willing to do this, that you ask for both.

[mariners]

Unhappy Campers, I suggest you do a search of "misleading advertising claims", "my cruise line changed my itinerary", your credit card T's and C's for product/service not being as advertised,  and "Canada deceptive advertising".  I'm sure there is much more out there that you could use as a resource to help you find alternative resolutions if Oceania does not refund your deposit. 

 

What a change in how Oceania is treating passengers who book ahead of time!  I am shocked that Oceania is taking this approach to a cruise that is to take place in 2025 when they have made a substantial change to the itinerary.  Hopefully, you have an excellent TA who will push for you to have your deposit returned.  If not, you can do it yourself, but it might take more effort, and time, than you are willing to expend. 

 

Thank you so much for posting your experience.  It has certainly got me rethinking what cruise lines we might cruise in the future.  (Although we are very happy with our current choices.) I will definitely follow the CC boards more closely before we book another cruise. 

[clo]

3 minutes ago, mariners said:

It has certainly got me rethinking what cruise lines we might cruise in the future. 

Yep. I assume other cruise boards would or do have similar situations?

[edgee]

12 minutes ago, clo said:

Yep. I assume other cruise boards would or do have similar situations?

I agree, but seems that lately O has become more egregious with ridiculous changes to itinerary, shortening times in port, etc. The horrific way they handled recent Riviera cruise through Suez Canal, being the most egregious.

[clo]

2 minutes ago, edgee said:

I agree, but seems that lately O has become more egregious with ridiculous changes to itinerary, shortening times in port, etc. The horrific way they handled recent Riviera cruise through Suez Canal, being the most egregious.

Oh I totally agree with you. We've only done maybe 10 or 12 cruises with the last few being O. So I pretty much just went straight there for our next cruise. I'll be doing some 'background' checks' going forward.

[hamrag]

22 hours ago, Unhappy campers said:

The cruise is not scheduled until January 26, 2025 aboard the Marina.  They renamed it from “Tropics to Antarctica” to “Radiant Brazil & Argentina”.

I have no idea how it works in the USofA.....in the UK, there is absolutely no doubt a Section 75 (credit card) claim would be upheld by your bank simply on the basis of such a radical change of name of the cruise....a clear sign that the original contracted cruise is not being fulfilled!

[clo]

22 minutes ago, hamrag said:

I have no idea how it works in the USofA.....in the UK, there is absolutely no doubt a Section 75 (credit card) claim would be upheld by your bank simply on the basis of such a radical change of name of the cruise....a clear sign that the original contracted cruise is not being fulfilled!

Regarding credit card disputes I find it almost crazy that the credit card company wouldn't revoke the charge. As I may have said before, it's like I ordered a fancy sports car and got a mini.

[PhD-iva]

5 hours ago, edgee said:

The horrific way they handled recent Riviera cruise through Suez Canal, being the most egregious.

I’m still in shock about how O (finally) offered those affected cruisers the ability to transfer to another itinerary, or IIRC an FCC. Then w no warning offer was yanked by O. I was booked on that 29 November cruise thru the Suez Canal, but luckily I cancelled early to do a land tour instead.
I am actively looking for my next home. I currently have 2 active reservations on O and am trying to find a different cruise line to replace my 2025 ressy. Will also look at land tours.

[ak1004]

13 hours ago, pinotlover said:

I believe we’ve been gradually set up for this “ bait and switch “ for awhile . Look at all the ports skipped or port times reduced before the ship ever sails. Nothing new here.

 

I’m sure this is where certain posters tell us the Jan 25 itinerary was changed because of forecasted bad weather. 🙄

 

Speaking of  “ bait and switch “

 

We were booked on a Silversea World Cup cruise in Dec.2022 with 3 days in Qatar.

 

6 weeks before the cruise SS sent us an email that they have received notice from the Qatar government that they have cancelled all cruise calls at the port of Doha until early 2023. So they cancelled the 3 days in Doha. The only problem? The decision by the Qatar government was made 6 months before. No compensation was offered, and no option to cancel since it was deep into the penalty period.

 

btw, Azamara did the same “ bait and switch “.

 

I'm not justifying what O did, they could go the extra mile and offer at least an option to move the deposit to another cruise. I'm saying that O is not better or worse than other lines. And I'm yet to see a firm evidence that O skips ports more than other lines. Talked to some people on our last SS cruise, what SS did on few occasions is much worse.