The absurdity of Delayed Refunds. A transcript.

So, my May Booked cruise on RoyalC was canceled due to corona. and now going on two months after being canceled and filing for a refund, still no refund and a notice it can be 90 days. Funny thing is, I am still receiving spam on booking new cruises. They have the manpower and ability to take my Money instantly if I were to book a cruise... but take 90 days to refund?? Yea that stinks to high heaven. So I went in to chat to the booking agency to illustrate the absurdity of the delays.

7:33:51) *** Mike joined the chat *** ( (07:40:20) Mike : Curious about the Royal Carib. out of Miami 3 day cruise (07:40:43) Mike : Navigator of the seas (07:42:35) Mike : Can I book a suite? How long will it take to book? (07:43:07) Stacy : I am happy to check rates and availability for you. Is this the correct sailing? (07:43:08) Stacy : 3 Night Bahamas & Perfect Day Itinerary Details Aboard: Navigator of the Seas Departing from: Miami, Florida Departs: Fri, June 12, 2020 Returns: Mon, June 15, 2020 ( (07:47:59) Stacy : Thank you again for being so patient with me! Our rates include: cruise fare, port charges and taxes. This will also include the $24.99 processing fee that would be added to your price at the final step of booking. We also offer Travel protection at an additional cost. The lowest standard priced suite is a Junior suite, category J4 and the total for this cabin with 2 people is $1389.21. (07:50:01) Stacy : Yes we can use Visa as well as Mastercard, American Express and Discover. (07:50:07) Stacy : What else can I help with today? (07:50:21) Mike : How long will it take to book and secure the ticket, and how long before my Visa will be charged? (07:51:20) Stacy : For a sailing in a few weeks the cruise line will require the full payment at the time of booking. (07:51:54) Stacy : And a booking can take time if you have a lot of questions or are not sure what you want, but if you are pretty much ready it can be a rather quick process. (07:52:10) Mike : How long does it take to charge my visa? (07:52:45) Stacy : When you book your credit card is charged. Is that what you are asking? (07:53:00) Mike : Yes.. it will be charged immediately today if I book today? (07:53:32) Stacy : That is correct. If you book today your credit card gets charged today when you book. ( (07:54:49) Mike : Awesome! Seeing how you are so quick, I would also like to get a refund for a booking I originally did for May12th but you canceled. You originally told me it would take up to 3 months to get a refund. (07:55:13) Mike : So, I can also get that refund today? I need that money to make new bookings (07:55:24) Stacy : I am sorry your refund is taking so long. The cruise lines advised us last week that due to the mass number of reservations they cancelled and guests cancelled it is going to take 60-90 days to process all the refunds. (07:55:37) Stacy : Is there anything else I can do to assist you today? (07:55:43) Mike : 90 days? how can that be? you can take my money right now. (07:56:22) Mike : So you can take my money instantly, but to refund my money it takes 90 days? That doesn't make sense (07:56:47) Stacy : I am sorry, but due to this overwhelming situation the cruise lines are asking you to be patient. Everything is taking longer than normal. (07:57:13) Stacy : An agent on the phone can call the cruise line for you and if the refund has not been started for some reason they may be able to get you a future cruise credit. (07:57:30) Stacy : This will require a call to the cruse line however. Unfortunately here in chat we do not have a phone to call out from, but if you call in any agent with a phone will be happy to help you and at the moment there is not a very long hold time. (07:57:31) Mike : Sure.. ok, no problem. I would like to book the tickets I mentioned for July. But seeing how I won't have the money for a few months, I would like to pay you then. Is that ok? (07:58:40) Mike : I should have the money in two months. (07:59:21) Stacy : To book a sailing that departs in June the cruise line will require the full payment at the time of booking. (07:59:43) Mike : I am confused? Why can't you be patient? (08:00:08) Mike : I should have the money in two months.. which is even a month sooner then you will give me back My money you took. (08:01:03) Stacy : I am sorry Mike, but cruise lines do not allow you to cruise without payment. Since this sailing is only a few weeks away they will want the full payment not just a deposit. (08:01:44) Mike : Ah, so they require money up front for something they haven't delivered.... But when they can't deliver, they won't give you my money back for up to 3 months? How is that fair? (08:03:08) Mike : Why would I trust them? Sounds like a pretty one sided operation. Not sure I would trust them now. (08:03:31) Stacy : I am sorry Mike, but to book a cruise the cruise line does require a payment and if you are waiting for a refund I cannot use a refund you have not received yet to pay with. (08:03:51) Mike : Do you listen to how you sound to a customer? (08:03:56) Stacy : If you want to wait you certainly can, but you cannot sail on June 12, but not pay for the cruise. ( (08:04:21) Mike : You need money up front for something in the future.. but can't give me money for something you took in the past you never WILL be able to deliver. (08:06:03) Stacy : I am sorry, but the cruise line will not allow you to sail without paying. If you work with an agent who has a phone they can call the cruise line for you and if the refund was not issued they may be able to let you have credit instead, but this takes a phone call. (08:06:04) Stacy : Unfortunately here in chat we do not have a phone to call out from, but if you call in any agent with a phone will be happy to help you/ (08:06:14) Stacy : Is there anything else I can do to assist you today? (08:07:47) Mike : On second thought. Think I'll pass on the cruise. I would rather put my money in something more trustworthy and fair, like a Covid Kissing both. Probably would have better luck... (08:07:49) Mike Good bye. (08:08:16) *** Mike left the chat ***

3 Answers

Sorry to hear that you are having so many problems. Hope they get your money to you sooner that anticipated.

Most corporations do the same thing. Quick to take and oh so slow giving back. Too bad the consumer cannot charge interest while waiting for the refund.

It is unfortunate but we have little control and they have much :(

Reply

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