Is the alteration of a cruise itinerary justifiable with a price tag of $4,000, as one Regent passenger claims?
When luxury cruiser Rick Miller learned his upcoming Balitic Sea trip on Regent Seven Seas Splendor was getting a strange itinerary tweak, he was bummed — and then pissed. Instead of the originally planned 13-nights of sailing, Regent proposed a 12-night cruise with one night shaved off and a port of call erased. In return, they offered Miller a miserly $500 in on-board credits.
Considering the losses he took on the missed night sailing, Miller felt Regent owed him a more substantial refund. And after seeking help from TPG, he took his complaint directly to Regent. The cruise line, however, refused to negotiate any further, sticking to their offer and insisting that the changes were for the better. Faced with a lack of flexibility, Miller decided to take his business elsewhere, vowing never to board another Regent ship again.
A pandemic delay
The whole debacle kicked off with a dose of bad timing. In the fall of 2020, Miller and his wife planned a Baltic Sea cruise for August 2021, optimistically assuming that the pandemic would be a distant memory by then. Alas, the virus didn't take hints, and the Millers' cruise was canceled, but with a full refund. Still eager to set sail, Rick and his wife jumped on a rescheduled 12-night cruise aboard Splendor, coughing up close to $50,000 for a Grand Suite.
Fast forward to six weeks before departure, and Regent sprung n update. The ship's new sustainability initiative would mean skipping a port and adding an extra night in port. Unimpressed with the $500 in onboard credits offered as compensation, Miller reached out to Regent, but his pleas fell on deaf ears.
A boarding dilemma
Digging deeper, Miller discovered that his prospective itinerary change wasn't all that uncommon, particularly when it came to boarding procedures. Cruise lines like Regent typically call for customers to embark the night before the ship sets sail, giving the vessel a chance to leave port on time. However, with flexibilities and choices often limited, Miller found Regent's stance unreasonable and decided to seek TPG's help.
Upon reviewing the case, it became clear that Regent stood its ground and wouldn't budge on the compensation offer. The extra night on board was a must due to the embarkation process and port facility hours, they said. Though they recognized Miller's disappointment with the missed port call, they felt the $500 in onboard credits was generous. Apparently, only Miller complained about the itinerary changes, leading the cruise line to stick to their guns.
Unsatisfied with the outcome and the lack of clarity surrounding the changes, Miller has made up his mind — he'll be taking his future travel dollars elsewhere. With an upcoming 18-night cruise on the line (totaling over $75,000), Regent will have to deal with the consequences.
A word to the wise
When it comes to cruising, flexibility and understanding are key. Expect itineraries to change, and don't plan your dream vacation around a specific port that you can't miss. Travel insurance compesnating for missed ports and comprehensive medical insurance can provide some peace of mind. And above all, always brush up on the cruise line's terms and conditions before setting sail. If you encounter a problem with any company within the travel industry, don't hesitate to reach out to tips@our website — TPG is here to help!
- Rick Miller's luxury cruiser's itinerary tweak for a Balitic Sea trip on Regent Seven Seas Splendor left him dissatisfied, as a 13-night sailing was reduced to a 12-night cruise with a port cut out.
- Instead of a more substantial refund for the lost night, Regent offered Miller $500 in on-board credits, which he found inadequate for the losses incurred.
- Miller escalated the issue with Regent but found no flexibility in the company's position, so he considered alternative travel options and vowed to never board another Regent ship again.
- The pandemic delayed their initial Baltic Sea cruise plans in 2020, but the Millers rebooked for August 2021, paying nearly $50,000 for a Grand Suite on Splendor.
- Six weeks before departure, Regent announced that their new sustainability initiative would mean changes to the original itinerary, including skipping a port and adding an extra night in port.
- In the cruising industry, customers often need to embark the night before the ship leaves port, and flexible choices are limited, but Miller found Regent's stance unreasonable regarding the compensations offered.
- When dealing with travel companies and encountering issues, it's important to brush up on the terms and conditions, have travel insurance to cover missed ports and medical emergencies, and know where to seek help, such as tips@our website – TPG is prepared to offer advice and assistance! During his next cruise (totaling over $75,000), Regent will have to address Miller's concerns to keep his future travel dollars.
