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Seasick! Cruise line quotes fare, refuses to honor it, then changes its mind

January 29, 2008

When it comes to cruising, the only back and forth that passengers expect is the motion under their feet when they’re at high sea. But Bernie Brocklehurst didn’t have to board Regent’s Paul Gauguin in order to get seasick — he just had to book the cruise. His experience is a cautionary tale for anyone booking a cruise, and for this ombudsman.

Brocklehurst shopped for his cruise online and found the perfect itinerary on the Regent Seven Seas Cruises site. His travel agent pulled up a $2,856 per person fare, which included a $100 shipboard credit.

When we went to confirm the reservation, we were told that the air special was only applicable to a $3,194 cruise price. The new price was $3,956.50 per person.

Was Brocklehurst experiencing a bait and switch?

My response: prices change. With all of the new fuel surcharges going into effect these days, I wasn’t surprised that Regent was renegotiating a price on its site. But since Brocklehurst hadn’t booked the cruise yet, my best recommendation was to find a different itinerary or another cruise.

But Brocklehurst and his agent pressed the point with Regent. Yesterday I heard back from him.

I just thought I’d let you know that Regent did honor the price, after all. They not only honored the price. They gave the “current” promotions too — a free category upgrade and $250 per person of ship board credit!

Lessons learned …

1) Work with a good travel agent.

2) Don’t take “no” for an answer — even if it comes from the Travel Troubleshooter.

Christopher Elliott is the author of Scammed: How to Save Your Money and Find Better Service in a World of Schemes, Swindles, and Shady Deals. Critics have called it “eye-opening” and “inspiring” — it’ll “grab your attention and won’t let go.” Order your copy now on Amazon, Barnes & Noble or iTunes.

2 comments

  • http://travelworks1.vacation.com Anise Morris

    Hooray for you! If everyone worked with a good travel agent we’d all be much, much happier! We can always count on you to support the travel agent community. Keep up the good work!

  • Bernie Brocklehurst

    I just received this link from a friend – so I thought I’d add to this.

    Regent is a world-class organization – they admitted the mistakes on their website and they went above and beyond to correct the problem.

    We thoroughly enjoyed the vacation and are looking at another Regent cruise. We got a truly unbelievable price but Regent’s cruises are worth their regular fares many times over.

    Thanks Chris – you were truly accessible to us and provided quick responses. You are doing excellent work. (I will agree, too, that a travel agent is well worth it – I was always an internet shopper but the troubles that a travel agent can save you from are worth every cent – though you likely won’t pay a single cent more for using one.)

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