Travel Solutions: Refund troubles after cruise line cancels trip last minute

The cruise line gave us a form to fill out that stated: “For any incurred expenses with your onward travel arrangements, these will be covered by Cunard.”

The agents we spoke with three different times couldn’t give us any information beyond that statement. So, we canceled our New York hotel and first-class flight from New York to San Diego, and we booked a flight home on British Airways.

I emailed Cunard with the necessary documentation. I received an email saying the refund process would take some time. A few weeks later, Cunard refunded $4,544, yet the cost of the cruise was $6,872. The difference of $2,328 is still owed. Can you help me get the rest of my refund? — Jacque Ewing-Taylor, Chula Vista, California

A: I have a few theories. At the time of your cancellation, Cunard wanted to ensure that everyone got home safely and stress-free, so its offer to cover your expenses made sense. But then the accountants got involved, and they had to decide which expenses were legit and who was taking advantage of the situation — for example, a passenger who flew to London in economy class, but then decided to book first-class tickets home after the cancellation.

Still, a promise is a promise. When the company failed to pay up, you reached out to one of the Cunard executives. They did not respond. My advocacy team checked in with Cunard. In response, Cunard sent you a polite email:

“We are truly sorry that you were not able to experience your cruise vacation due to the voyage cancellation,” it said. “Please know the circumstances are unusual and never what we anticipate for our guests.”

Cunard refunded the cruise and both of your plane tickets.