circle line cruise refund

Expecting a refund for a canceled cruise? Here's how long it could take

Editor's Note

Are you waiting for a refund for a canceled cruise? You're not alone.

Cruise lines have canceled thousands of departures in recent weeks due to the coronavirus outbreak, and they're in the midst of processing full or partial refunds for several million customers.

Cruise giant Carnival alone says it has been working on getting money back to more than 1 million people.

That's an unprecedented number of refunds for the industry to process in a short period, and it isn't always going smoothly. Here at TPG, we've been getting a steady stream of emails from readers about issues surrounding cruise refunds and the "future cruise credits" lines are offering as an alternative.

Visit TPG's guide to all coronavirus news and updates

Some readers are unsure about how the refund process works, and others are describing a lack of communication about refunds from their lines or the travel agencies that sold them their cruise. But, for the most part, the big question they have is simple: When is my refund coming?

The quick answer to the latter question: It depends on the cruise line .

You could wait up to 90 days

Some big cruise operators are processing refunds in just a few weeks. Others are taking up to three months to get money back to customers.

At cruise giant Royal Caribbean and sister line Celebrity Cruises, for instance, the staff that handles refund requests is trying to get them processed in 30 business days (which works out to about 45 days).

At a number of smaller lines such as Crystal Cruises, Silversea and Oceania Cruises, refunds are taking up to 90 days to process. Norwegian Cruise Line says refunds are being processed 90 days after a request is made.

Related: Norwegian CEO shares his plan for a cruising comeback

"We are working hard to help our guests," Jonathon Fishman, a spokesperson for the parent company of Royal Caribbean and Celebrity, told TPG. "It takes 30 business days from the cancellation date. It may take a couple of days for the cancellation to take effect."

Spokespeople for a number of cruise lines contacted by TPG said they were trying to process refunds as fast as they could. But they're struggling under a deluge of requests. They're also hampered by stay-at-home orders that have refund processors trying to handle their work from home offices instead of company sites.

Some lines also have laid off a large number of employees in recent weeks or have employees working on reduced hours. Carnival, Princess Cruises and Holland America in recent days have laid off or furloughed nearly 50% of their U.S.-based staff -- several thousand people in all.

At Miami-based Crystal, all employees -- not just refund processors -- have been working at home for weeks due to stay-at-home orders, spokesperson Susan Robison told TPG. They're also dealing with an extraordinary volume of refund requests due to simultaneous cancellations of sailings on all ocean, river and yacht vessels around the world into June.

"It is our intent to issue applicable refunds as quickly as possible," Robison said. "I can tell you that many of our guests are seeing refunds issued faster than our original estimate of up to 90 days."

Individual policies aren't always clear

Some cruise lines are posting the number of days it will take to receive a refund on their websites. Others only will tell you if you ask. But that's if you can get through to them. Many cruise lines report unprecedented call volume and have been asking customers for patience as they work through requests.

TPG contacted major cruise lines catering to North Americans about the topic and was given a wide range of estimates as to how long refunds would take. Most fell into one of four estimated timelines: 30, 45, 60 or 90 days.

A handful of lines did not respond to TPG's request for information.

Carnival, which accounts for nearly 20% of all cruises taken worldwide, only would say it is "committed to issuing refunds as soon as possible."

Carnival has canceled nearly all its cruises through September , with the exception of August sailings on eight of the line's 27 ships that remain on the schedule for now.

The situation "dwarfs any disruption we've experienced in even the worst hurricane season," Carnival said in a statement. "We can confirm that refunds are being issued to those guests that requested one."

Related: A line-by-line guide to cruise line cancellation and refund policies

Refunds even for people taking credits

Most cruise lines have offered customers on canceled sailings a full cash refund.

As an alternative, cruise lines will give customers on canceled cruises a future cruise credit for the amount they paid, often with a "bonus credit" added to make the credit more enticing .

Cruise lines want you to take the credit. With revenues plummeting , they're eager to preserve as much cash as they can on their balance sheets.

Still, whether you ask for the refund or take the credit, you'll likely be getting at least some money back from your line as a cash payment. Even for those taking the credit, many lines are refunding taxes, fees, port charges and other prepaid items in cash.

Carnival, for instance, has been sending cash refunds for all taxes, fees and port expenses that customers paid for cruises, even when the customer chooses the credit option. The result is that every one of the more than 1 million Carnival customers who had a cruise canceled are receiving some sort of refund that needs to be processed.

Related: The bizarre story of the last 8 cruise passengers at sea

It's a task so daunting, Carnival has pulled in management to help.

"Our customer service team has been approved for overtime, and we have trained other management employees to help as well," the line said in its statement to TPG.

For more TPG news delivered each morning to your inbox, sign up for our daily newsletter .

Frustration from some cruisers

The good news for those who are worried about their refunds is that refunds are happening. TPG has heard from readers on a number of canceled sailings who already have received their money back.

Still, TPG also has heard from readers who report trouble getting a confirmation that their request for a refund has been registered or is coming. Often, these complaints come from readers who booked through discount online travel agencies.

TPG also has heard from readers who booked with cruise companies that are not offering refunds for canceled trips. A handful of small companies that mostly operate river cruises, including Grand Circle Cruise Line and Scenic Luxury Cruises & Tours, only will give passengers on canceled sailings a voucher for a future cruise -- at least initially. Scenic says passengers can get a refund, but only after the voucher expires in 2023.

In at least one case, a cruise-selling company initially offered customers on a canceled cruise a refund and then didn't follow through on the offer.

TPG reader Kim Johnson, 64, of Tucson, Arizona, said Grand Circle initially offered her and a group of her friends a refund for a canceled Holland and Belgium river cruise. But two weeks later, Grand Circle pulled back the offer, she said.

"Grand Circle emailed us saying that we had been rebooked on the same cruise next year, with no mention of the refund," Johnson told TPG. "We had a new reservation number and were supposed to go online to accept the terms and conditions."

Related: Can I get my deposit back if I cancel a cruise?

Johnson said calls to the company "resulted in us being told that refunds were no longer an option." Johnson said her group doesn't want to switch their cruise to next year. They just want their money back.

Johnson was one of several members of her group who reached out to TPG and provided documentation of the initial offer of a refund from Grand Circle.

Asked about the group's complaint, a spokesperson for Grand Circle did not address the issue of the withdrawn offer of a refund but said the company was "committed to delivering the excellent travel experiences for which [they have] become known" over six decades in business.

"As soon as it is safe to do so, we will resume our regular departure schedule," spokesperson Ann Shannon said in an email to TPG. "In the meantime, in an effort to ensure that our travelers will be able to enjoy their planned trips, Grand Circle has rebooked their reservations for future available departure dates in 2021 and implemented generous policies providing additional savings."

While Grand Circle has rebooked passengers on canceled sailings for next year, passengers will be able to change the dates that the company has chosen for them, Shannon added.

Soon after TPG contacted Grand Circle, one member of Johnson's group, Barbara Ballard, 64, of Tucson, unexpectedly received the refund she had been seeking from Grand Circle. The refund came with no explanation, but TPG had mentioned Ballard's case specifically when inquiring about Grand Circle's policy. Johnson did not receive a refund at that time. But within 24 hours of this story originally posting, she said the company called to promise her entire group a full refund.

Related: How to refund a nonrefundable airline ticket

Here's a look at refund timelines for major lines catering to North Americans:

Azamara: 45 days

Carnival Cruise Line: Carnival has not issued an estimate for customers as to how long refunds will take to process.

Celebrity Cruises: 30 business days

Crystal Cruises: Up to 90 days

Disney Cruise Line: Did not respond to a request for information

Holland America: Approximately 60 days

MSC Cruises: 60 to 90 days

Norwegian Cruise Line: 90 days

Oceania Cruises: Up to 90 days

Princess Cruises: Up to 60 days (note: TPG has heard from several Princess customers who have said their refunds were taking longer than 60 days; in a statement sent to TPG, the line said it was "working to expedite the process as quickly as possible")

Regent Seven Seas Cruises : Up to 90 days

Royal Caribbean: 30 business days

Seabourn: Up to 60 days

Silversea: Up to 90 days

Windstar Cruises: Six to eight weeks

Additional resources for cruisers during the coronavirus outbreak:

• Why you shouldn't expect bargain-basement cruise deals anytime soon
• How to cancel or postpone a cruise due to coronavirus
• Good news for cruisers worried about strict new boarding rules
• Some of the year's hottest new ships could be delayed
• Stream these 13 movies, TV shows to get your cruise ship fix

New Rules Require Full Refunds For Canceled or Delayed Cruise Trips

Planning a cruise this summer new rules are now in place to protect your money, in the event of an anchored trip., by lisa parker and tom jones • published april 18, 2022 • updated on april 18, 2022 at 5:13 pm.

There is good news for anyone planning on taking a cruise this summer: New rules are now in place that entitle cruise customers to a full, cash refund if an operator delays or cancels a trip. 

The new rules come after hundreds of cruise customers nationwide were left stranded during the COVID-19 pandemic when operators canceled or prolonged planned voyages. 

📺 24/7 Chicago news stream: Watch NBC 5 free wherever you are

The Federal Maritime Commission – the agency tasked with regulating U.S.-based sea travel across the globe – believes the rules put in place better protections for consumers seeking cash refunds, as opposed to future voyage credits issued by the operator.

FMC Commissioner Louis Sola told NBC 5 Responds the rules are a major win. 

“It's the first time that the law has been changed since 1881, since the California gold rush,” Sola said, referring to the Passenger Vessel Act. “People can be confident moving forward.”

Turbulent Traveling

Cruise customers were rocked in 2020, and not ​ by the high seas. As the pandemic spread, and "No Sail Orders" were issued, cruise operators began to delay expeditions, and in most cases, cancel them altogether.

Many of those cruise operators were quick to issue customers cruise credits towards a future trip. 

Getting a cash refund on the other hand, was a hard sell.

NBC 5 Responds heard from many frustrated passengers who failed to get refunds on their own.

Feeling out of the loop? We'll catch you up on the Chicago news you need to know. Sign up for the weekly Chicago Catch-Up newsletter .

“They were offering 100% cruise credit,” said cruise customer Joshua Smith. “We were extremely frustrated.”

An untold number of customers across the U.S. found themselves in the same boat. So many in fact, calls were pouring into the Federal Maritime Commission’s Washington D.C. offices. 

“I was stuck here in Washington, I couldn't go home. So I would work the phones,” said Sola.

That’s when the FMC came to a realization that with the variety of companies operating cruise voyages, so came a variety of refund policies.

“As far as consumer protection goes, what we found is that almost every single cruise line had a different refund policy.” Sola said.

The FMC launched a fact-finding investigation into whether stricter rules on cruise line refund policies were needed. The answer: a resounding yes.

Now, as of April 18, these new rules are in effect. The new rules go into effect just in time for the summer traveling season, as the CDC recently lifted its risk advisory for cruise ship travel after two years of COVID warnings. 

Representatives of the cruise industry did not respond to NBC 5 Responds’ request for comment on the new rules. Sola believes the new rules will make a major difference.

“After a two-year rulemaking process, we've finally got across that hurdle,” Sola told NBC 5 Responds. “It takes a long time for government to move the ship, so to speak.”

New Cruise Refund Rules

The new FMC rules include the following:

• Defining “non-performance” as a cruise canceling or delaying a voyage by three or more calendar days.
• In the event of a cruise operator’s “non-performance”, passengers are entitled to a refund of all money down, including ancillary fees
• Cruise lines are now required to publish clear instructions for obtaining refunds on their websites

These new rules are not retroactive, and will apply for any cruises scheduled after April 18, 2022. 

To read more about the FMC’s new rules, or to file a complaint with the FMC over a cruise operator’s refund policies, click here . 

Have a consumer complaint? Call 1-844-NBC-RESP or  let us know by clicking here,  so we can help.

More from nbc 5 responds:.

Hertz Hurts: Lawmakers Call For FTC Investigation Into Rental Car Giant's Treatment of Customers

Rise In License Plate Thefts Across Chicago Area Leaves Victims With Costly Consequences

This article tagged under:.

Crash of an Ilyushin II-62 in Moscow: 174 killed

Harbor Lights

PIER 83, MIDTOWN

See the most beautiful view in the world - the NYC skyline. As darkness grows, the City lights emerge, revealing the most spectacular sparkling skyline.

• Outdoor Deck Space
• Snacks & full bar
• Photo stop at the Statue of Liberty

Cruises starting Tuesday, September 17

The Most Beautiful Skyline in The World ... at Night!

See the City the way it was meant to be seen ... from the water, admiring the stunning evening lights of New York's celebrated skyline and landmarks. Narrated by informative and entertaining guides, this tour aboard NYC's most iconic and state-of-the-art boat is an unforgettable experience.

Sail down the Hudson River passing the colossal Hudson Yards , impressive Chelsea Piers , and the towering One World Trade Center , before rounding the spectacular tip of southern Manhattan and ultimately cruising only a few feet away from the magnificent Statue of Liberty .

Get your camera ready for some of the best selfie opportunities of your life. And you won't miss a thing as our award-winning tour guides narrate the story of New York City as you sit back and relax in the comfort of one of our state-of-the art boats.

What you'll see

Unparalleled Views of NYC at Night

From the Empire State Building and the Statue of Liberty to the Brooklyn Bridge, our award-winning guides narrate this amazing evening cruise

Statue of Liberty

Standing 305’ (93m) tall, Lady Liberty has welcomed visitors since she was bequeathed to America from France in 1886.

Brooklyn Bridge

The longest suspension bridge when it opened in 1883, its 276’ (84m) high towers are built of limestone, granite and cement.

Chrysler Building

Classic Art Deco architecture, the building dons gargoyles that depict car ornaments and a spire modeled on a radiator grille.

An extraordinary 1.45 mile-long (2.33 km) elevated park built on an abandoned section of a former railroad.

One World Trade Center

Built to memorialize the Twin Towers, the 1,776’ (541m) “Freedom Tower” is the tallest building in the Western hemisphere.

Ellis Island

The busiest US immigrant port processed over 12 million immigrants from 1892 to 1954.

DUMBO's cobblestone streets and converted Brooklyn warehouse buildings are home to boutiques, trendy restaurants and cafés.

South Street Seaport

The South Street Seaport is a historic area in New York City. It features some of the oldest architecture in downtown Manhattan.

Empire State Building

Standing 1,250’ (381m) tall, it was the world's tallest building from 1931 until the World Trade Center was completed in 1972.

Manhattan Bridge

Constructed in 1901, the Manhattan Bridge is a suspension bridge, connecting Lower Manhattan with Downtown Brooklyn.

Williamsburg Bridge

Constructed in 1896, The Williamsburg Bridge connects the Lower East Side of Manhattan with Williamsburg in Brooklyn.

Onboard Amenities

Our state-of-the-art boats come equipped with almost everything you need for a relaxing and comfortable cruise.

Unparalleled Views Pick a seat on the outdoor deck or enjoy the view from the huge panoramic windows in our temperature-controlled indoor cabins.

Did You Say ... Incredible Outdoor Deck The best way to see NYC and Lady Liberty is "al fresco" - outside in the fresh air, enjoying the cool breezes and the warm sunshine. It doesn't get better than this!

Temperature-Controlled Indoor Space Whether it's hot or cold, rainy or sunny, we have a temperature-controlled indoor deck with plenty of seating for everyone

Onboard Café *Freshly prepared menu of sandwiches, salads and snacks available to purchase.

Refreshing Drinks *Enjoy a full bar serving hot and cold beverages including beer, wine and cocktails.

Free WiFi No need to wait to upload your favorite photos and selfies!

Onboard Offerings

While we kindly ask that you refrain from bringing outside food or beverages, we've got you covered with a fully stocked snack bar and a delightful selection of beer, wine, and cocktails available onboard.

Click Here for our Full Onboard Menu

Plan Your Visit

Get ready, Get set, Get Directions to Pier 83

What To Do When You Arrive

Premier tickets purchased directly from circleline.com, please alert a red-shirted Ambassador and they will help you get through security to get to your seat quickly.

Standard tickets purchased directly from circleline.com, Viator, Get Your Guide or Expedia, please go directly to boarding at the entrance to our Pier. Please have your bag open and ready to be checked by our security personnel.

CityPASS® holders go directly to security after you reserve your seat at citypass.circleline.com .

• Tickets bought from other places(NY Pass, Explorer Pass, Sightseeing Pass) or vouchers: Pick up tickets at our ticket office, then join the boarding queue.

Parking at Pier 83

If you're driving to Pier 83 we've got parking for you!

We offer convenient parking just steps away from our boats. We have a parking attendant and security personnel to ensure the safety of your vehicle and we offer covered parking as well.

Our daily rates start at $35.

Our Sightseeing Cruises Are Smoke-Free!

Smoking is not permitted on Circle Line’s regular sightseeing cruises including Liberty Midtown, Liberty Super Express, Statue at Sunset, Landmarks, Best of New York and Harbor Lights.*

Smoking may be permitted in designated areas on Circle Line’s Music Cruises, Bear Mountain Cruises, 4th of July and New Year’s Eve Cruises. Please plan your trip accordingly.