If your cruise is delayed or has been cancelled

If your cruise operator expects your departure to be cancelled or delayed, the operator should inform you as soon as possible. If this is on the day of travel, you should be informed no later than 30 minutes after your scheduled time of departure.

You have a number of rights under EU Regulations

Refreshments should be provided even if the reason for the cancellation is bad weather, but only if they are available or can reasonably be supplied. This will be affected by a number of factors such as the facilities in the port terminal or onboard the ship, the time of day and the proximity of the terminal to local amenities.

When your trip is cancelled, your cruise operator should offer the choice of an alternative or a refund, and if an overnight stay becomes necessary, they should offer you accommodation free of charge, on board the ship or ashore, if possible. The cruise operator can impose financial limits on the accommodation it offers.

When the cancellation is caused by weather conditions endangering the safe operation of the ship, they do not have the same obligations. This is a key point to consider when determining whether compensation is payable.

How we can help

We can help you work out whether you might be entitled to compensation. We’ll talk you through your options and how best to approach the cruise operator or the booking agent.

Perhaps you’ve already tried to get a refund from the cruise operator and were unsuccessful. If so, we can tell you if you should be due that refund, or compensation, and advise you on next steps. If the cruise operator still refuses to cooperate, we can explain how you may be able to escalate the issue to a dispute resolution service. We’ll:

• listen to the problem and explain what your rights are
• talk you through the different ways you might be able to resolve the situation
• help you understand what steps you can take to get the refund or compensation you’re entitled to