'It’s very common for the cruise lines to be very draconian in their approach to handling refunds.'
Deland reached out to a doctor and received a written note that said her mother was not fit to cruise in hopes of bolstering her chances for a refund. Deland's mother's doctor issued a note on May 21, the letter obtained by USA TODAY showed. Despite the later issuance of the letter, Deland had told Norwegian about her mother's cancer and her age prior when she canceled.
Nelson's son was born with spina bifida and uses a wheelchair. He also has a seizure disorder and is prone to upper respiratory issues because of his lack of mobility.and the CDC issued a warning about cruise travel," his wife, Jennifer, told USA TODAY." only to find out that their cruise had been canceled. Plus, their employers would have required a 14-day quarantine without the option to telework upon their return.
In a copy of an email the Nelsons received from Norwegian Cruise Line's guest relations team obtained by USA TODAY, a representative told Jamie that the cruise line understands the"complexity" of the situation but no consideration would be given for special cases. Da Silva added that the cruise line has a number of refund requests coming in."[We] are striving to do all we can to put our guests first while being fair and equitable to all.""From a customer relations perspective, offering a refund would be the appropriate response," said Jeff Ment, a travel attorney based in Connecticut."Legally, however, there is no requirement to offer someone a refund if none was owed at the time of cancellation.
Winkleman said he's had about 100 calls and emails from cruisers about how cruise lines are handling refunds and refund policies.
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