From cancellations to itinerary changes – your rights if a cruise goes wrong

There is no automatic compensation for cruise delays or cancellations, but Marc Shoffman explains that there are some protections in place for passengers

Passenger rights for cruises can be less generous than those for airlines. (Getty Images)

Caribbean sailings were affected by the US military operations in Venezuela last week, with the temporary closure of airspace meaning that some guests struggled to travel to destinations including San Juan, Puerto Rico and Aruba, which are popular points for passengers to embark and disembark from cruise ships.

Cruise lines such as Virgin Voyages, P&O Cruises and Windstar had to alter their operations for Caribbean sailings to allow more time for passengers to arrive.

Eastern Caribbean airspace reopened earlier this week but flight delays continued, which impacted some cruise passengers preparing for a Caribbean cruise and those trying to get home.

Passenger rights for cruises can be less generous than those for airlines. Often, passengers will not get any automatic compensation, especially if a delay or cancellation is outside their control.

But there are protections in place, especially if you use an ABTA-registered travel agent or cruise brand.

Here are your consumer rights if a cruise goes wrong.

What happens if your flight is delayed before a cruise?

If you book your flight and cruise separately, it is your responsibility to get to the ship on time.

Cruise lines often recommend that passengers arrive at a port the night before to avoid delays and to ensure they can get to the ship on time before it departs.

Your airline will usually help rebook your flight but you will only get compensation if the operator is at fault. Airlines can argue that issues such as closed airspace are outside their control.

Cruise lines may be flexible if you are going to miss the ship. Check for an emergency number in your cruise booking details.

For example, Virgin Voyages said it will refund guests who couldn’t make its Valiant Lady Caribbean sailing that departed from Puerto Rico on 3 January.

Windstar also extended its embarkation time for a sailing aboard Wind Surf in St. Maarten from 1pm on 4 January to 1159pm on 5 January.

You will get extra protections if you book a flight through your cruise line. This is then a package deal so the cruise line is responsible for getting you to the ship and onto your flight home afterwards.

Passengers aboard P&O Cruises Arvia Caribbean cruise had an extra night on the ship as they were unable to depart and travel home from Barbados during the weekend of 3 January and 4 January. P&O Cruises has been rearranging passengers flights for those getting on and off the ship for the week beginning 5 January. Some guests have complained that visits to Martinique and St Kitts have been missed while the ship has helped other delayed passengers leave and embark onto the ship.

A spokesperson for P&O Cruises said: “Following the disruption and impact caused by the international air restrictions, all P&O Cruises guests on Arvia Caribbean cruise holidays now have confirmed flight details to/from Barbados.

“P&O Cruises has worked tirelessly over the weekend with our charter carriers to arrange new flights for a total of 5000 inbound and outbound guests.”

Read more: What happens when someone falls off a cruise ship?

What happens if your cruise is cancelled?

A cruise can be cancelled for a variety of reasons, including faulty ship engineering or issues at itinerary destinations.

But unlike a flight delay or cancellation, there is no set rate of compensation.

Mark Barton, cruise expert at travel insurance provider Avanti, says: “Cruise passenger rights aren't as robust as airline compensation. While cruise operators typically offer full refunds or future cruise credit for cancelled cruises, there's no automatic fixed compensation like airline regulations.”

Many cruise lines are members of travel trade body ABTA in the UK, which can give you some rights if there are delays or cancellations.

According to ABTA regulations, cruise passengers subject to a delay have the right to an alternative cruise or a refund if it causes a significant change to their original booking.

The ABTA rules say: “In practice this means that the delay would have to be quite long. As a rule of thumb, on a 14 night trip, the delay would need to be longer than 12 hours, and longer for longer cruises.”

If a sailing is cancelled or delayed and an overnight stay becomes necessary, the cruise operator should offer the passenger free of charge accommodation where possible.

ABTA says this can be on the ship or ashore.

What are your rights if you miss a port?

Cruise routes may need to change unexpectedly during a sailing. This can be due to bad weather prohibiting access to a port or unwell passengers needing to leave the ship.

Your rights depend on the terms and conditions in your original cruise contract. Most cruise lines warn that itineraries can change at short notice.

Goodwill gestures, such as onboard credit, may be offered, and passengers are usually refunded if prepaid excursions are rendered impossible.

It is your responsibility to get back to a ship on time if you have made your own travel arrangements during a port day (Getty Images)

Barton adds: “Cruise lines can reserve the right to change itineraries at any time, so some ports may be missed off the schedule, with no obligation to provide compensation.

“The right to choose between reimbursement and rerouteing does not apply to passengers travelling on a cruise. This is where dedicated cruise travel insurance could come in handy.”

Read more: The best cruise ships you must travel on in your lifetime

Issues can arise if passengers are late returning to a ship during a port day. If you are on an excursion organised by the cruise, then the ship will wait as they are responsible for passengers.

But it is up to you to get back on board if you are making your own arrangements. The captain can decide whether the ship will wait – a decision largely informed by strict port schedules.

If you miss the ship, you will need to catch up with the vessel at your own expense, so it is always important to have your passport handy and ideally keep track of the time.

It may be hard to get insurance to cover missing the ship unless you can prove that a delay wasn’t your fault.

Can you get compensation if you catch norovirus?

Illness is another risk on a cruise ship and you may be confined to your cabin if you catch norovirus or if there is an outbreak.

The cruise line should still send food to your cabin but there is no requirement for compensation unless you can show the company has been negligent and caused the illness to spread.

Read more: How likely are you to get ill on a cruise?

Joanne Brine, partner in the travel litigation team at JMW Solicitors, says: “In some instances, passengers can be compensated if they catch norovirus on a cruise, if the cruise company has not taken all reasonable safety measures once an outbreak on the ship happens.

“There is an obvious risk that illnesses such as norovirus can spread incredibly quickly, and cruise carriers should have appropriate illness and cleanliness procedures. They should have an outbreak and control plan, and there may be passengers who are vulnerable due to age or pre-existing health conditions, meaning there should be the utmost care.”

Who should you complain to if there are problems on your cruise?

It is best to raise issues while on board if you are unhappy with the service, as problems can often be resolved quickly.

You can raise complaints about your cabin with your room steward or guest services and highlight any food issues with the restaurant manager.

Rob Schumacher of Feather Insurance, says: “Cruise companies often offer gestures like onboard credit or vouchers — but only if you ask, and ask loudly.

“Don't wait. Lodge a complaint with guest services immediately. Get everything in writing, collect names and timestamps, and take photos or screenshots to document the process. Waiting until you're back home weakens your case dramatically.”

Cruise lines may offer goodwill gestures if you have complaints such as free drinks on board (Getty Images/iStockphoto)

Read more: How to avoid getting seasick on a cruise

If you have an issue with a sailing before departure or decide to lodge a complaint once at home, Barton suggests starting with the cruise line directly, as they're ultimately responsible for delivering the service you paid for.

He adds: “But if you booked through a travel agent, you could use them as your advocate. Good agents, especially those registered with ABTA, have established relationships with cruise lines and often get better results than individual passengers.

“However, if you need documentation for insurance claims, don't rely solely on your travel agent. You still need to get official letters and records directly from the ship while you're onboard to handle your claims process smoothly.”

How to protect yourself financially

There are steps you can take before even getting on the ship to ensure you are protected financially.

Paying by credit card will give you Section 75 protection on purchases between £100 and £30,000 if the supplier fails to deliver what was promised.

Purchasing travel insurance that covers cruises may also payout for delays, cancellations and missed ports as well as if you are ill and need medical care. You may need specialist policies to cover outbreaks of war or closed airspace though.

Lucinda Faucheux, co-founder of travel agent network Travel Support Circle, advises keeping hold of all documentation, including terms and conditions, booking confirmations, and any communications with the cruise operator or your agent.

She says: “Being proactive and well-prepared is the best way to protect yourself if things don’t go as planned.”

“Understanding your rights and reviewing the small print on an insurance policy can make the difference between smooth sailing and a costly detour,” adds Simon McCulloch, chief growth officer at insurance brand Staysure.

He says: “It’s not about adding cost but about protecting your holiday from becoming a financial burden, giving you the confidence to sail into the sunset.

“Cruises are a unique and rewarding way to travel but with the right preparation.”

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