ITINERARY UPDATES – FREQUENTLY ASKED QUESTIONS

 

Hurricane Irma – Cancelled Sailings:

Enchantment 08/09/17

Majesty 08/09/17

Empress 09/09/17

 

RCI advised guest would receive a 100% refund of cruise booking costs – does that include Air?

If you booked your air travel through our Air2Sea program, a full refund will be provided.  If you booked your air travel through another means, you will need to contact your travel agent or airline directly for possible reimbursement.  Our refund includes the cruise fare, taxes and fees, and any prepaid items (shore excursions, beverage packages etc.). We expect the refund to be processed back to your original form of payment in 4-6 working days.



Is the refund being offered also contingent on rebooking within 30 days?

Your refund is not contingent on rebooking and you will receive it regardless.  Should you make a new reservation with us within the next 30 days, you can take advantage of the 25% future cruise certificate (FCC).  The FCC will apply regardless of when you choose to cruise with us.



Can funds be transferred to a new reservation?

We want to get the refund back to you as quickly as possible, so the funds cannot be transferred in this case.  We expect the refund to be processed back to your original form of payment in 4-6 working days.



For the 25% FCC compensation offered for rebooking, do guests need to book or sail within the 30 days?

The 25% FCC is valid for any sailing (regardless of when you choose to cruise) and simply requires that you make your reservation in the next 30 days.



Will Royal Caribbean Travel Protection (also known as Cruise Care) be refunded?

We want all guests who purchased insurance with us to be eligible for a claim, so we are not cancelling insurance and issuing a refund.  Here is the contract information:


24-Hour Emergency Number: On Call: 866-509-7716 or 603-898-2679

Postal Address:
Aon Affinity Travel Practice
PO Box 9366
Garden City, NY 11530-4829



Will flights booked through Air2Sea be automatically cancelled?

Yes. A full airfare refund will be provided.

Hurricane Irma – Shortened Sailings:

Allure 10/09/17 – now departing 13/09/17

Harmony 09/09/17 – now departing 12/09/17

Oasis 10/09/17 – now departing 12/09/17

 

Will guests be refunded tips, drink packages and other pre-purchased components for the missed days?

Yes. Guests will receive a prorated refund equivalent to the missed days for all pre-paid components. For missed shore excursions purchased pre-cruise, a full refund will be provided.  All refunds will be issued back to the original form of payment. 


What happens to shore excursions booked for days missed?

We will automatically cancel all booked shore excursions and process a refund back to the original form of payment.


Will guests now have the option to rebook entertainment, speciality dining or shore excursions?

Absolutely. Guests will have the option to book packages and excursions while onboard.


Will reimbursement of airfare or air change fees be given to guests who choose to cancel?

If you booked your air travel through our Air2Sea programme, a full refund will be provided.  If you booked your air travel through another means, you will need to contact your travel agent or airline directly for possible reimbursement. 


Due to the delayed departure, are air change fees being covered for guests who booked air travel independently?

If you booked your air travel through our Air2Sea programme, we will assist you and make the necessary changes at no additional expense.  If you booked your air travel through another means, you will need to contact your travel agent or airline directly to make any necessary changes and additional fees may apply. 


Due to the delayed departure, are we covering hotel stays, additional travel expenses and incidentals?

We are providing a partial refund of your cruise fare to compensate for the shortened sailings as well as a 50% future cruise credit should you choose to sail on the shortened itinerary.  If you need to cancel, we are providing a future cruise credit equal to 100% of your cruise fare that you can use for any future sailing.


Are any pre-purchased hotel packages, booked through Royal Caribbean, being refunded for guests who choose to cancel?

Yes. We will waive cancellation penalties on all pre-purchased hotel packages for guests who booked directly with Royal Caribbean and choose to cancel. For guests who booked independent hotel packages, no reimbursement will be provided.


How are the FCC and OBC amounts being calculated?

All reimbursements are based on the cruise fare paid. Should a guest choose to cancel, the taxes and fees are refunded to the original form of payment.  For guests that choose to sail, we will assess the taxes and fees based on the new itinerary and refund any difference to the guest in the form of refundable onboard credit.

 

Is there a deadline that guests must cancel their booking by in order to receive the 100% FCC?

We greatly appreciate advance notice. All guests that cancel, from the moment the announcement was made to the day we sail on the shortened itinerary, will receive the 100% FCC.




Hurricane Irma – Shortened Sailings:

Majesty 04/09/17 – now arriving 07/09/17

Enchantment 04/09/17 – now arriving 07/09/17

 

Do guests have to disembark the ship on Thursday?

Guests will have the option of leaving the ship Thursday night to make their way home to prepare for the storm.  For guests who do not wish to travel or are unable, they will be able to stay on the ship until it is safe.  We will keep the ships a safe distance from the impact of the storms and return to the port when conditions allow it.

 

Why did you bring some ships home early and not others?

Our number-one priority is the safety and comfort of our guests and crew.  We have evaluated all options for each vessel and made each decision on what was the safest course of action given that the storm remains unpredictable in terms of both its track and the impact it will have on ports and other infrastructure.

 

Will alternative travel arrangements be made for guests as the ship is arriving earlier? 

With early arrival to port and the option to stay onboard until Friday, guests will be able to make their original scheduled transport. If any guests want to make changes to their travel arrangements, our staff are happy to assist, but guests will be responsible for any change fees or additional expenses incurred.

 

Hurricane Irma – Extended Sailings:

Allure 03/09/17 – now arriving TBA

Harmony 02/09/17 – now arriving TBA

Oasis 03/09/17 – now arriving TBA

 

When will the ship return?

Given Hurricane Irma's size, intensity and unpredictability, we have delayed our arrival back to port. We're working closely with each port to determine the date and time for a safe return.  As soon as we have confirmation, we will immediately communicate this to all guests.

 

How can family members get in contact with guests who are currently onboard?

The fastest and most reliable way to connect with guests onboard is by email or text message.  We are opening up the ship's Wi-Fi at no charge to give our guests the ability to check-in at home and connect with family and friends.

 

Will reimbursement of airfare or air change fees be given to guests who choose to cancel?

If you booked your air travel through our Air2Sea programme, a full refund will be provided.  If you booked your air travel through another means, you will need to contact your travel agent or airline directly for possible reimbursement.  

 

Will flight arrangements be made for Air2Sea guests?

Yes. Air2Sea will assist guests who booked air directly with us, at no additional expense. 

 

Will flight arrangements be made for guests who booked independent air travel?

Our onboard staff will be happy to assist with making alternative travel arrangements, but guests will be financially responsible for any additional expenses incurred. 

 

Will guests who purchased post-cruise hotel packages through Royal Caribbean be given a refund?

Yes. We will waive cancellation penalties on all post-cruise hotel packages for guests who booked directly through us. If travel arrangements were booked independently, please contact your travel agent or the hotel directly.

 

Are we covering any additional post-cruise travel expenses, hotel stays or incidentals?

We are not providing reimbursement for additional travel expenses incurred.

 

 

Will complimentary calls and Internet services be provided for guests onboard for affected sailings or those that reside in affected areas?

Yes. Please visit Guest Services onboard for assistance.

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