Tracy Joselson and her husband book a Windstar cruise with a promised all-inclusive package. But then the cruise line takes away the package. Can they cancel their cruise?
Question
While my husband and I were on a recent Windstar cruise, we made reservations with the onboard cruise coordinator for a seven-night cruise to Costa Rica and Panama next year.
As an incentive to sign up for a future cruise, the coordinator promised an additional shipboard credit of $100 per person, and at no extra cost, an all-inclusive package to include drinks, internet, and staff gratuities.
On the itinerary confirmation, the onboard cruise coordinator wrote that these extras were “pending” She advised us to follow up with reservations when we returned home to make sure the arrangements were reflected on our record.
I’ve been back and forth with Windstar for the last few months. Finally, a representative informed me that the $100 per person credit had been approved but that the all-inclusive package had been denied because it was missing a signature from the onboard cruise consultant.
I want Windstar to either honor its promises or return my $400 deposit immediately. — Tracy Joselson, Baltimore
Answer
Windstar should have given you what it promised. But there’s some good news: You can get your deposit back right now, minus a $50 cancellation fee. At least, that’s what Windstar’s terms and conditions say (see the section on cancellation for details).
But wait. Wouldn’t you like to take that Central America cruise next year? It looks like a lot of fun. And as I review the paper trail between you and Windstar, it appears you have written proof that a cruise line employee offered you an all-inclusive package. So why not try? (Related: My one-way cruise was a big surprise. How do I get home?)
First, a note about onboard cruise consultants. These specialists are trained to sell you on a future cruise, and the cruise line gives them a lot of tools to accomplish their job. They can offer you discounts, cruise credits and other incentives while you are onboard to put down a deposit. There’s a reason cruise lines have these consultants on the ship: They can cut out the middleman — your travel advisor — which means the cruise line keeps more of your money.
Should you book your next cruise directly while you’re onboard?
Thinking about booking your next cruise while you’re still sailing the high seas? It’s a tempting offer, but is it really the best deal? (Related: My cruise line changed my itinerary! Can you help me fix it?)
Here are the pros and cons:
The pros of direct booking your next cruise
- Onboard credits. Cruise lines often throw in extra perks like onboard credits for future cruises.
- Lower deposits. You might snag a deal with a smaller upfront payment.
- Flexible bookings. Many lines offer the option to change your mind later without penalties.
- First dibs. You could get early access to new itineraries or ships.
- Convenience. It’s may be easier to book when you’re already in vacation mode.
The cons of direct booking your next cruise
- Pressure to decide. You might feel rushed to make a big decision without proper research.
- Limited options. You’re only seeing offers from one cruise line.
- Potential for a better deal.: Sales and promotions happen year-round, and you might miss out on a better deal later.
- No travel agent perks. Booking directly means you won’t get the extra benefits some travel agents offer unless you transfer your booking to an advisor.
- Vacation budget strain. You’re committing more money while still on vacation.
There’s one more thing that I find a little off-putting: Onboard cruise consultants can also be aggressive when they try to close a deal. Not timeshare aggressive or used-car aggressive, but certainly insistent. You were absolutely correct to get your saleswoman’s note in writing, but I would have insisted on having a written confirmation. You shouldn’t have to call Windstar to get it to honor an offer it already made. (Related: This cruise mistake could really cost you.)
Bottom line? If you’ve done your homework and know you want to sail with the same line again, onboard booking can be a great deal. But if you’re not sure, it might be better to wait and shop around once you’re on dry land.
Did Windstar overlook something?
So what happened? It looks like you were patient, polite and persistent with Windstar. But you were also dealing with people who were apparently not authorized to make good on your consultant’s offer. A brief appeal to one of Windstar’s executives might have helped. I list their names, numbers and email addresses on my consumer advocacy site.
I contacted Windstar on your behalf. A cruise line representative reviewed your reservation and found that it had indeed overlooked something.
“We’ve added the complimentary All In package and $100 per person shipboard credits to the future cruise booking as promised,” a representative told me. “As an apology, Windstar is adding an additional $150 per person shipboard credit. This issue highlighted areas of improvement for us regarding the onboard booking process.”
